How can we help you?

It helps us verify your info and deters fraudulent claims. Completing this documentation helps protect you.

Follow these steps to send us the necessary info to complete your claim:

1. Go to Contact Us at the top of the page.
2. Select Document Upload as your inquiry purpose and  add your file. 
3. Then enter your Name, Email Address, Claim Number and Mobile Phone Number.
4. After you check off the “I’m not a robot” box, click Submit.

The fastest and easiest way is by visiting the Homepage on this site and following these three simple steps:

1. Enter your mobile number or serial number in the “File, Continue or Track My Claim” section on the right-hand side of the page. Complete the security check and click Submit. Once your number has been verified, click Track My Claim.
2. Enter your ZIP code and click Submit.
3. Tabs will appear at the top of your screen providing you with additional info as you move through the claims process. Simply click on each tab for details.

You may also download the Metro Protection app which allows you to file and track your claims.

Metro Protection is available in all states except NY.

You can enroll in Metro Protection while making a qualified Metro by T-Mobile device purchase at any Metro by T-Mobile store. If you’d like to enroll after, or if you’re bringing your own device (BYOD), it must be within 30 days of your device activation and the device will need to pass a Visual Mechanical Inspection before enrollment.

If you are bringing your own device (BYOD), Metro^® by T-Mobile has a device protection program that’s right for you! You can enroll in Metro Basic Protection at any Metro store after passing a Visual Mechanical Inspection, within 30 days of your device activation.

The following table summarizes all the coverages and benefits in each of the Metro Protection plans:

The monthly cost of Metro Protection varies per device, based on your device tier, and selected plan.

To find your device tier, click on “Deductible/ Service Fee” at the top of the page, and select the information for your device to find your deductible/service fee information.

Your monthly plan cost will be itemized separately on your statement.

After you enroll, your coverage documents will be delivered to you. You can also come back to this site and view your coverage documents by going to the My Documents tab at the top of the page and entering your mobile number. Note: Be sure to save the PDF where you keep your other important documents. Your coverage documents can only be viewed here for the first two years after enrollment.

For an even more convenient and easier way, download the Metro Protection app for quick access to all your plan details, including your coverage documents.

Scam Shield Premium gives you access to:

- Advanced scam-blocking technologies
- Block calls, texts, or both from any number
- Information with reverse phone number lookup

Our Metro Protection app is a great tool to help you get the most of your plan. The Metro Protection app offers you:

-Plan management and 24/7 claim filing

-Store locator

-Device-specific troubleshooting and useful how-to tips

Plus, Metro Complete Protection and Metro Advanced Protection customers have access to:

-Unlimited live tech support (call, chat, screen/camera share)

-Smartphone, tablet, PC/laptop, and smart home product support

-Smart device setup remote appointments

PHP is available only in NY.

You can enroll in PHP Device Insurance while making a qualified Metro by T-Mobile device purchase. If you’d like to enroll after, or if you’re bringing your own device (BYOD), it must be within 30 days of your device activation and the device will need to pass a Visual Mechanical Inspection.

You can enroll in McAfee mobile security at any time.

If you are bringing your own device (BYOD), Metro^® by T-Mobile has a device protection program that’s right for you! You can enroll in a device protection plan at any Metro store after passing a Visual Mechanical Inspection, within 30 days of your device activation.

You can enroll in McAfee mobile security at any time.

It includes both PHP Device Insurance and McAfee mobile security designed to help you make the most of your connected life!

 PHP Device Insurance covers your device in case of:

✓  Loss

✓  Theft

✓  Accidental damage (including liquid damage)

✓  Mechanical or electrical breakdown after the manufacturer’s warranty expires

Check out the Program Info for additional coverage details such as deductibles, exclusions, and provider information.

McAfee^® Security for Metro by T-Mobile with ID Theft Protection includes:

✓ Online threat protection for up to 10 devices (smartphones, tablets, PCs, and Macs).

✓  True Key™ premium password management

✓ Identity theft protection and restoration

Start protecting your devices by downloading the McAfee^® Security for Metro^® app in your app store.

The monthly cost of PHP varies per device, based on your device tier.

To find your device tier, click on “My Deductible” at the top of the Home page, and click on the link that applies to your area code. Then look for your Make and Model to find your deductible information.

PHP Device Insurance can be purchased separately, and plan costs vary by device tier. McAfee Security for Metro by T-Mobile can also be purchased separately. Your monthly plan cost will be itemized separately on your statement.

After you enroll, your coverage documents will be delivered to you. You can also come back to this site and view your coverage documents by going the My Documents tab and entering your mobile number. Note: Be sure to save the PDF where you keep your other important documents. Your coverage documents can only be viewed here for the first two years after enrollment.

A deductible is the fee you pay for approved Loss and Theft claims.

A service fee is the fee you pay for approved Accidental Damage, Mechanical/Electrical failure or Front Screen repair claims.

Go to My Deductible/Service fee page to find your deductible/service fee based on your device tier and corresponding incident you’re filing a claim for.

Your device will be replaced with a reconditioned device of like type and quality. If a reconditioned device is not available, the replacement will be made with a new device of like type and quality. The replacement device comes with a 180-day limited warranty or the original manufacturer’s warranty, in case of new devices.

For more details refer to the Quick Start Guide you received with your replacement device.

We’re sorry to hear that! Please Contact us regarding your issue.

This program covers the device and the standard charger, standard battery, and SIM card (if applicable to your device). Accessories provided as part of your original purchase are covered only in the event of the simultaneous loss or theft of both the device and the accessory.

Once your claim has been approved, the claimed device becomes property of the company providing your coverage and must be returned to Assurant® using the instructions provided. If you don’t return your damaged device to Assurant within 15 days from the date you receive your replacement, you’ll be charged a fee for the retail price of the replacement device plus applicable shipping costs. Please refer to your coverage documents for details.

We provided you with instructions on how to return the device, along with prepaid shipping materials in your replacement box. Check out the steps at the top of the Quick Start Guide.

If you’re returning an Apple^® device please refer to the Apple Device Owner's card, enclosed with your replacement device, for instructions on how to unlock your device, disconnect it from iCloud, and erase its content before returning it to us.

If you provided your email address when filing your claim, we’ll send you a confirmation email when we receive your damaged device.

If you’ve misplaced the mailing label needed to return your damaged device to Assurant, you can print a replacement mailing label following these three easy steps:

1. From the Homepage, start at the File, Continue or Track My Claim box. Enter your mobile number or serial number, complete the security check and click Submit. Once your number has been verified, click Track My Claim.
2. Enter your ZIP code and click Submit.
3. Click the My Return Instructions tab located at the top. Then click Return Receipt Label to download your label in PDF format.

The suite of McAfee products includes:

• Anti-virus and data security protection for up to 10 devices with the McAfee Security for Metro app.
• Premium password management with the True Key ™ app.
• Identity Theft Protection with cyber monitoring, 24/7 live assistance for lost wallet coverage, identity fraud support and more.

McAfee Security for Metro by T-Mobile with ID Theft Protection helps you:

-Keep your identity and devices secure against the latest viruses, malware, and online threats.

-Be warned of unsecured Wi-Fi connections and hotspots.

-Identity Monitoring helps keep your personal info safe with 24/7 monitoring of the most important details of your life, including bank account and credit card numbers, email addresses, government IDs, and more. If your data is found on the dark web, you'll be alerted and guided on protective actions.

-Lost Wallet helps you cancel and reissue wallet contents like ID, credit cards, medical cards and more if you lose your wallet.

-ID Restoration Service: Dedicated agents provide guidance and can even act on your behalf to help you restore your identity if it’s stolen.

-$1M Identity Theft Reimbursement covers you for qualifying ID recovery costs like lost wages, legal fees, and fraudulent bank charges. Feature not available to residents of New York or Puerto Rico. Subject to terms and conditions.

• Follow the link for the McAfee Security for Metro app from the text message you received or download it directly from the Google Play^™ store or App Store^® 
• Create an account with your mobile number and email address
• Turn on the requested permissions

Register your mobile number via the McAfee Security for Metro app, follow the simple directions in the set up process and be sure to provide the requested permissions to enable full protection. For more information on McAfee^® security and ID theft protection, please visit mcafee.com/metrobyt-mobile.

You can add the McAfee Security for Metro software to up to 10 eligible household devices per account.

McAfee Security for Metro supports PCs, Macs, smartphones, and tablets:

-          iOS phones and tablets

-          Android™ phones and tablets

-          Windows^® computers

-          Macintosh^® computers

-          Chromebooks

          Note - not available on IoT devices

Visit www.mcafee.com/systemrequirements for the latest information on compatibility and requirements.

It’s an app you can download on all your devices to remove the hassle of passwords. True Key™ works in the background to make your current passwords stronger, remember them, and instantly log you into an unlimited number of websites and apps– so you don’t have to. And the information is securely synced across your devices so it’s available when and where you need it.

To activate your premium True Key service you must –

• Download and register your McAfee Security for Metro by T-Mobile app.
• Open the McAfee Security for T-Mobile app.
• Choose option on menu to Protect More Devices.
• Follow prompts to send a link to another person or device
• Open the email or text on the device where True Key by McAfee should be installed.
• Choose Protect Me for the chosen device type.
• Scroll down for True Key by McAfee, copy and save the activation code, and click Get Started. This takes you to download True Key.
• Once downloaded, follow the prompts to set up the password manager.
• If prompted, enter the saved activation code.

The True Key app provides a secure place to store sensitive personal data of all kinds, including account logins, notes, credit cards, ID cards, and more.

The True Key app includes unlimited log-ins and accounts for websites and apps.

We're here to help - by chat, by email or through our Contact US form - reach out to us here. You can also download the Metro Protection app here for assistance.