Premium Handset Protection (PHP) FAQs

    Find answers to commonly asked questions about Premium Handset Protection® (PHP).

     

     

    How do I check if my phone has Premium Handset Protection?

    You have 14 days from the time of purchase of your qualifying T-Mobile device to enroll in PHP. To check if you have PHP:

     

    From your mobile device

    1. Go to My T-Mobile and log in to your account.
    2. Select PLAN.
    3. Select View plan details.
    4. If you have PHP, you'll see the service in the HANDSET PROTECTION AND UPGRADES section.

     

    From your computer

    1. Go to My T-Mobile and log in to your account.
    2. Select PLAN.
    3. If you have PHP, you'll see the service in the HANDSET PROTECTION AND UPGRADES section.

     

    How do I file a claim online?

    Click here for detailed instructions on filing a Premium Handset Protection claim.

     

    What is the difference between a mechanical breakdown/warranty claim and an insurance claim?

    Mechanical breakdown/warranty claims are processed by T-Mobile if your device is malfunctioning due to a defect in materials or workmanship. Contact T-Mobile Customer Service to request your replacement phone or device. Other claims (accidental damage, loss, or theft) are processed by the claim center.

     

    Do I need to return my phone when I file a claim?

    For a phone or device that's accidentally damaged, you'll need to return the device to the claim center within 10 days of receiving your replacement phone or device. For quicker processing, you'll be provided a prepaid envelope and shipping label to return it. If the damaged phone or device is not return, you'll be charged an unrecovered equipment fee of up to $900.

     

    All lost or stolen devices will be blocked from access to the T-Mobile network.

     

    Who do I contact to cancel a claim or ask questions about my claim status?

    If you found your phone and need to cancel your claim, you can contact the claim center below.  They are also available to answer questions about your claim status, deductible, or other information.

     

    There are two different companies that provide Premium Handset Protection so you’ll want to be sure that you select the right one for you. If you are unsure which claim center is correct, check out the email that was sent to you when you filed your claim.  Alternatively, you can also follow the instructions above to file a claim, and you will be directed to the correct provider.

     

    Assurant Solutions:

     

    Asurion:

     

     

     

    Related pages

     

    Premium Handset Protection

    Enroll in Premium Handset Protection

    File a Premium Handset Protection (PHP) claim