If your AT&T mobile phone has been lost, stolen, or damaged, filing an AT&T insurance claim is the fastest way to get a repair or replacement device.
The essential thing to know is that AT&T’s device protection plans (such as AT&T Protect Advantage) are handled by a third-party administrator: Asurion. All claims must be filed directly through the Asurion claims process, not through an AT&T store or standard customer service line.
Here is the comprehensive, step-by-step guide to filing your AT&T mobile device insurance claim, including the official contact details and what information you need to have ready.
Step-by-Step Guide to Filing Your AT&T Insurance Claim
The easiest and quickest way to file an AT&T device insurance claim is online, available 24/7.
- Prepare Your Information
Before starting the process, gather the following details, which are necessary for identity verification and claim processing:
- Mobile Phone Number associated with the device.
- Device Make and Model (e.g., iPhone 15 Pro, Samsung Galaxy S24).
- Date, Time, and Location of the loss or damage.
- Your Wireless Security Passcode OR the last four digits of the AT&T Account Owner’s Social Security Number (SSN) or Tax ID.
- File the Claim Online (Recommended)
The fastest way to initiate your claim is by visiting the dedicated claims website:
- Official Claims Website.
- Process: Select the type of incident (Lost, Stolen, Damaged, Malfunction) and follow the prompts to enter your information and pay the deductible.
- File the Claim by Phone
If you prefer to speak with a representative, you can call the claims center directly:
- Official Asurion Claims Number: 1-888-562-8662
- Hours: Monday to Friday, 8 a.m. to 10 p.m. ET; Saturday and Sunday, 9 a.m. to 9 p.m. ET.
- Take Action for Lost or Stolen Devices (Crucial)
If your phone was lost or stolen, you must take an immediate, critical step before you file the claim:
- Suspend Service: Immediately call AT&T Customer Care (800-331-0500 or 611) or log into your MyAT&T account to temporarily suspend service and block the device. This prevents unauthorized use and is usually required for a claim approval.
- Complete the Claim and Pay the Deductible
Once the incident is reported, Asurion will determine if you are eligible for repair or replacement.
- You will be required to pay a non-refundable deductible at the time of claim approval. Deductibles vary widely based on your specific phone model and its tier (ranging from $25 to over $275).
- For cracked screens, the deductible is often lower (e.g., $29 or $49 service fee) and may be eligible for same-day repair.
- Return the Damaged Device (If Applicable)
If you receive a replacement device for a damaged or malfunctioning phone, you must return the original device using the prepaid shipping label provided within 30 days. Failure to return the defective device will result in a non-return fee (up to $850) being charged to your AT&T bill.
Your AT&T Insurance Provider and Deductibles
All mobile device protection claims for AT&T are administered by Asurion, which acts as the underwriter and claims processor.
Screen Repair vs. Device Replacement
| Claim Type | Deductible/Fee | Fulfillment |
| Cracked Screen Repair | Often a low service fee (e.g., $0 – $49) | Same-day repair at an authorized location (like uBreakiFix by Asurion) or a technician coming to you (where eligible). |
| Loss, Theft, Liquid Damage, Malfunction | Standard Deductible (Tiered: $25 – $275+) | Replacement device (new or AT&T Certified Pre-Owned) shipped as soon as the next day. |
To find your exact deductible, you must start the claim process on phoneclaim.com/att and enter your device details, as the cost is tiered by phone model.
Frequently Asked Questions (FAQ)
Can I file my claim in an AT&T store?
No. AT&T store representatives are trained to assist with billing and product purchases, but they cannot process or approve your insurance claim. All claims must be handled directly by the claims administrator, Asurion, either online or by phone.
How quickly will I receive my replacement device?
For approved claims under the AT&T Protect Advantage plan, the replacement device is often delivered as soon as the next day. Same-day replacement and setup may be available in select areas if the claim is filed and approved before a specific local cutoff time (usually 4 p.m.).
How long do I have to file my AT&T claim?
You must file your claim within 60 days of the date the loss, theft, or damage occurred. Waiting longer than 60 days will likely result in the claim being denied.
What is the warranty on a replacement device?
Replacement devices provided through an insurance claim typically come with a one-year limited warranty against defects, usually administered by Asurion.
Conclusion
The key to successfully navigating your AT&T insurance claim is to file online through the dedicated Asurion claims portal (phoneclaim.com/att) as soon as possible, or by calling 1-888-562-8662. By having your account and device details ready, and immediately suspending service for lost or stolen phones, you can minimize your downtime and quickly receive your repair or replacement device.
