Claim Help

To ensure your request is processed as quickly as possible, please do the following before starting your online claim:

If your device is lost or stolen, contact Metro by T-Mobile at 1-888-8metro8 to suspend your service and protect yourself against unauthorized use.

Have ready your Metro by T-mobile wireless number and device information. Your device's IMEI may be used. It’s 8-18 digits long and may be an ESN or MEID. This number is typically located under the battery or may be found on the original packaging for your device, or your purchase receipt. 

Filing your claim 

What information do I need to start a claim?

Remember that only the Metro by T-Mobile primary accountholder or an authorized user can file a claim. To help you get through the claims process quickly, have the following items handy before you start:

• Your mobile number
• Make and model of your device
• Electronic Serial Number or IMEI
• What happened to your device and the date it happened
• Credit card/debit card/eCheck to cover the deductible 

Deductible: Once your claim is approved, a non-refundable deductible (based on your device tier) will be collected from you by credit card, debit card or eCheck.  You may also pay in cash as select stores.   Click here to see which deductible applies to your device.

Please note: If the approved claim involves a damaged or malfunctioning device, you will be provided with detailed information on how to return the device. If the damaged device is not returned within 15 business days of receiving your replacement device, you’ll be charged an unrecovered equipment fee of up to $2,000.

How can I check the status of my claim?

The fastest and easiest way to check the status of your claim anytime is by visiting the Home page on this site and following these easy steps:

• From the Home page, start at File, Continue or Track My Claim.
• Enter your Mobile Number or IMEI Number and click Submit.
• Enter your ZIP code and click Continue.
• Click on Track My Claim and go to the My Claim Documents tab to see if additional information is needed.

Fraud Notice

Any person who knowingly and with intent to defraud any insurance company or other person files an application for insurance or statement of claims containing any materially false information or conceals, for the purposes of misleading, information concerning any fact material thereto, commits a fraudulent insurance act, which is a crime, and may subject such person to criminal and substantial civil penalties.

Kentucky: Any person who knowingly and with intent to defraud any insurance company, or other person files a claim for insurance containing any materially false information or conceals, for the purpose of misleading, information concerning any fact material thereto commits a fraudulent insurance act, which is a crime.

New Jersey: Any person who knowingly files a statement of claim containing any false or misleading information is subject to criminal and civil penalties.

Pennsylvania: Any person who knowingly and with intent to defraud any insurance company or other person files an application for insurance or statement of claim containing any materially false information or conceals for the purpose of misleading, information concerning any fact material thereto commits a fraudulent insurance act, which is a crime and subjects such person to criminal and civil penalties.