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Verizon phone-protection claims are generally handled by Asurion, not filed at a regular Verizon store. Start in the My Verizon app, use Asurion’s Verizon claim portal, or call Asurion at (888) 881-2622. The person filing must be the Verizon Account Owner or Account Manager, and an applicable deductible is due if the claim proceeds. Whether the outcome is a repair or replacement depends on the plan, device, and claim type.
“Verizon phone insurance” can refer to several plans, including Verizon Mobile Protect, Total Equipment Coverage, Wireless Phone Protection, and Verizon Extended Warranty. Check the affected line’s coverage and its plan terms before filing. Information here was checked in August 2026; prices, terms, and app labels can change.
Where to file a Verizon phone-insurance claim
For covered loss, theft, or accidental damage, file through one of these official routes:
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- Asurion’s Verizon portal: Go to phoneclaim.com/verizon.
- By phone: Call Asurion at (888) 881-2622.
App wording can vary by version, account, and device. If the exact label is different, look for the affected device’s claim or lost/stolen/damaged option. Use Verizon’s own app or the carrier-specific portal above; avoid entering account or payment details on unofficial sites that imitate the claims process.
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Verizon explains the app process and filing requirements in its insurance-claim FAQs. Claims are administered by Asurion, while the customer’s applicable plan documents determine coverage.
Check whether the affected phone is covered
- Sign in to My Verizon.
- Open Products & plan perks.
- Select the line or device involved and review its protection features.
Plans may include Verizon Mobile Protect, Verizon Mobile Protect Multi-Device, Total Equipment Coverage, Wireless Phone Protection, or Verizon Extended Warranty. If you do not see coverage, verify that you selected the right line and check whether protection was canceled, the device changed, or the account is prepaid. Prepaid accounts are not eligible for Verizon Mobile Protect, and some devices may not qualify. Florida customers have different coverage arrangements for some plan components.
Coverage must have been in place when the incident happened. Adding protection after a phone is lost or damaged does not cover that earlier event. Verizon’s enrollment rules generally require enrollment within 30 days of qualifying activation or device events; eligible bring-your-own devices must be working and not already damaged, lost, or stolen when enrolled. See Verizon Mobile Protect’s terms and benefits for current rules.
Choose the right route for the problem
| What happened | Likely route |
|---|---|
| The phone is lost or stolen | Asurion insurance claim, if the affected line has eligible loss/theft coverage. |
| The screen or back glass is cracked | Start an Asurion claim to check whether the device and damage qualify for a $0 repair. |
| Other accidental damage | Usually an insurance claim with a damage deductible. |
| The phone will not power on, charge, or function properly | Check warranty or malfunction coverage; this may not be accidental-damage insurance. |
| The battery no longer holds a charge | Often a malfunction or warranty issue rather than accidental damage. |
| No protection was active when the incident occurred | Compare manufacturer warranty, Verizon repair or replacement options, and self-pay. |
Verizon treats mechanical or electrical breakdowns—such as certain charging-port, speaker, microphone, power, or battery failures—differently from loss, theft, and accidental damage. For coverage details, see Verizon’s claim FAQs. Florida customers should check their specific plan: Verizon says Total Equipment Coverage and Verizon Extended Warranty are not available there in the same way as nationwide plans, and post-warranty malfunction coverage is handled through the insurance program, with applicable deductibles and claim limits.
What to have ready before filing
- The Verizon mobile number for the affected line and account-verification details, such as the account PIN.
- The phone’s make and model, and its IMEI, device ID, or serial number if requested. You can find device details in My Verizon under My Devices after selecting the line.
- A clear description of what happened, plus the approximate date, time, and location.
- A current shipping address and payment method for any deductible.
- A police report or case number if requested for theft, and proof of purchase or ownership if Asurion asks for it.
The Account Owner or Account Manager must file. Have them available to verify the account if another person uses the phone. Claims may involve identity, account, device, billing, and shipping information; see the Phoneclaim privacy policy.
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What the claim costs
There is no single Verizon deductible. The amount depends on the device, claim type, protection plan, and sometimes state-specific terms. Verizon’s published materials show common loss/theft deductible tiers of $19, $99, $109, $189, $229, or $279, depending on the device and plan. Damage replacement is generally $99, unless the applicable loss/theft deductible is lower. Select cracked-screen or back-glass repairs may have a $0 deductible if the phone and damage qualify.
These are examples, not a quote for your phone. The portal should show the applicable deductible during filing; confirm the amount and repair or replacement option before submitting. Verizon’s device-protection terms explain plan and deductible distinctions.
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1Repair Windows errors before they cause bigger problems2Fix the driver behind crashes, sound loss and screen glitches3Clear out junk files and repair common Windows errorsMonthly protection charges are separate from claim deductibles. Verizon’s support materials list single-device Mobile Protect at $16 or $19 per month, depending on device, and Multi-Device at $38 per month for two lines, $57 for three, and $68 for four to 20 lines, before taxes and surcharges. Verizon published those figures in materials checked in August 2026; verify current pricing and eligibility at enrollment. The plan premium continues whether or not you make a claim.
Will the phone be repaired or replaced?
Cracked screen or back glass
Some phones qualify for $0-deductible cracked-glass repair. Eligibility is determined during the claim and depends on the model, damage pattern, location, parts, and technician availability. A phone with damage to both the screen and back glass may not qualify unless that specific model is eligible for both repairs. If it does not qualify, a standard damage replacement deductible may apply.
Available repair methods can include in-store, mail-in, or at-home/mobile service. Verizon says repairs are performed by Asurion-certified technicians and carry a 12-month limited warranty. Repairs may use new or refurbished parts, including original or non-original manufacturer parts, and may affect or void the phone manufacturer’s warranty. Consider that trade-off before choosing repair.
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Other damage, loss, or theft
Asurion decides whether an eligible claim will be repaired or replaced. A replacement may be new or refurbished. Verizon says Asurion generally aims to match the phone’s make, model, color, and features, but cannot guarantee an exact match. If the same device is unavailable, a similar make and model may be substituted; color, accessories, and feature compatibility are not assured.
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How quickly will a replacement arrive?
Timing depends on approval, inventory, delivery location, device eligibility, and technician availability. Verizon says same-day replacement may be possible for select devices and locations when an approved claim is completed by 4 p.m. local time. Next-day replacement and same-day Pro On the Go delivery and setup may also be available for qualifying claims and locations. These are conditional options, not delivery guarantees.
If the phone was stolen
- File the claim promptly and suspend the line or service if appropriate.
- Use Apple Find My, Google Find My Device, or Verizon security tools to lock or erase the phone if possible.
- Change passwords for important accounts if the phone may have been accessed.
- Contact law enforcement if a report is required or useful for documenting the theft.
- Do not pursue or confront anyone over the phone if doing so could put you in danger.
- Keep the device associated with the relevant account until activation and data recovery are complete, unless Verizon or the device maker instructs otherwise.
For more security guidance, see Verizon’s lost and stolen phone advice.
Before sending in a damaged phone
- Back up photos, contacts, messages, authenticator codes, and other important data if the phone works.
- Remove SIM and memory cards where applicable. Disable Find My iPhone or another activation lock if the return instructions require it.
- Follow Asurion’s packaging and shipping directions. Photograph the phone and package, keep the tracking number, and save proof of shipment.
- Do not discard, sell, or trade in the old phone until Asurion confirms it is not required.
Some claims require the original device to be returned. Failure to return a required device can lead to additional charges under the applicable plan terms; check your claim instructions rather than assuming a universal fee.
Track a claim or troubleshoot a denial
Use Asurion’s claim-status tools and follow any return-status prompts. Verizon says customers may be asked for details such as the Verizon mobile number and account PIN to check status.
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If a claim is denied or the result seems wrong:
- Ask Asurion for the specific reason and the plan term it relied on.
- Request or review the governing plan documents.
- Check that the incident date falls within the coverage period and that the right line and device ID were entered.
- Confirm whether the issue is a malfunction or warranty problem rather than accidental damage.
- Ask whether a police report, ownership proof, or other documentation is missing.
- If My Verizon shows active coverage but Asurion cannot find it, contact Verizon to resolve the account-record discrepancy.
- Use the review or complaint process listed in your plan documents if the issue remains unresolved.
A denial is not automatically reversed by contacting Verizon; the outcome depends on the plan terms and facts of the claim.
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You cannot add insurance now and use it for a loss or damage that already occurred. Instead, compare a manufacturer warranty for a qualifying defect, an out-of-pocket repair quote, and the cost of replacing the phone through Verizon, its manufacturer, or another seller. Verizon’s repair or replacement guide outlines its options.
A repair may cost less than a deductible for a minor issue. Self-replacement may be preferable if you need a specific color, storage size, or unlocked configuration that an insurance replacement cannot guarantee. With a third-party repair shop, ask about parts, water resistance, data handling, warranty effects, and possible trade-in consequences.
Frequently Asked Questions
Can I file a Verizon phone insurance claim online?
Yes. Use the My Verizon app or Verizon-specific Asurion portal at https://www.phoneclaim.com/verizon/. The Account Owner or Account Manager must file.
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Asurion administers the claims process for applicable Verizon protection plans. Your specific plan documents determine coverage and claim terms.
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What number do I call to file?
Call Asurion at (888) 881-2622.
Can an Account Member file a claim?
Verizon’s claim guidance says the person filing must be the Account Owner or Account Manager.
Does a cracked screen qualify for a $0 repair?
Sometimes. Select devices and damage types qualify; eligibility depends on the phone, damage, location, parts, and technician availability. Check the claim portal.
Does Verizon phone insurance cover a dead battery?
A battery that no longer holds a charge may be treated as a malfunction or warranty issue rather than accidental damage. Coverage depends on the plan and circumstances.
Can I file if I did not have insurance when the phone broke?
No. Adding protection after the incident does not cover prior damage, loss, or theft. Check warranty, repair, or replacement options instead.
Will the replacement phone be new?
Not necessarily. Asurion may provide a new or refurbished device, and an exact match for model, color, or features is not guaranteed.
How do I track my claim?
Use Asurion’s claim-status tools and provide the requested information, which may include your Verizon number and account PIN.
Are Verizon claims different in Florida?
Yes, some plan arrangements differ. In particular, Total Equipment Coverage and Verizon Extended Warranty are not offered in Florida in the same way as nationwide plans. Check the terms for your Florida coverage.
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