FILE, CONTINUE OR TRACK MY CLAIM



FAQs

General Information

Why should I enroll in the Spectrum Mobile Protection Plan?

The Spectrum Mobile Protection Plan protects your device, helps you solve technical issues, and optimizes device performance. For $7, $12, $15, or $18 (depending on device)  per month you can rest assured that, should the unexpected occur, you can avoid costly replacements and get back up and running quickly.

What information can I access on fastclaim.com/spectrummobile?

Our fastclaim.com/spectrummobile site is your one-stop access point to all the information you need to file, complete or track a Spectrum Mobile Protection Plan claim. The following functionality is conveniently available on our website to assist you:

  • Track My Claim  - Securely log in to obtain real-time updates at every step of the claims process.
  • My Claim Details  - Review general information about your claim.
  • My Replacement Device - Get shipping information (including tracking information) for your replacement device.
  • My Return Instructions  - Download another shipping label to return the device for which you filed a claim or verify that the device you returned has been received.
  • FAQs - View a list of our most frequently asked questions.
  • Contact Us  - Reach out to us with any questions you may have about Assurant and the services we offer.

Is there a Service Fee/Deductible?

A service fee/deductible, per occurrence, applies to each approved accidental damage, loss and theft claim. Service fees/deductibles can be paid by credit or debit card, or eCheck. Visit My Service Fee/Deductible for a full list of service fees/deductibles.

How many claims am I allowed to file?

There is a limit of two claims within 12 months for accidental damage, loss and theft. There is no claim limit for hardware service (mechanical/electrical failure).

How long do I have to file a claim?

Claims must be filed within the time limit indicated in your coverage documents.

 

Claims Process

What is the fastest way to file a claim?

If you need hardware service for mechanical or electrical failure in the first year after device purchase:

If your device is lost, stolen, accidentally damage or, if you need hardware service after the first year of device purchase:

  • You can file your claim by simply visiting the home page on the site and start at the "File, Continue or Track My Claim" box located at the top right-hand side.
  • You can also call 1-877-875-4282 and an Assurant Care Specialist will work with you to process your claim.

If your device is lost or stolen, call Spectrum Mobile at 1-833-224-6603  suspend your service and protect yourself against unauthorized use.

What information do I need to start a claim?

Please remember that only the Spectrum Mobile primary account holder can file a claim. To help you get through the claims process quickly, we recommend that you have the following items on hand before you begin:

  • Your Spectrum Mobile wireless or IMEI
  • Your device model and storage size
  • Description of what happened to your device and date of incident
  • Contact info (we may ask for your government-issued ID)
  • Your billing ZIP code (for security purposes)
  • Payment method for service fee/deductible (can be paid by credit card, debit card or eCheck)

What is the importance of providing a valid email during the claims process?

Your email address allows us to provide you with important information on the status of your claim, such as when it has been approved, when your device has shipped, and a tracking number to confirm delivery of your device. Please note that your email address is used for claim purposes only.

How can I determine my device's manufacturer and model?

Your device's manufacturer and model can be found on the device's original packaging, as well as on the original receipt.

What if I can't find the IMEI (ESN or MEID) for my device?

Your device's IMEI is 8 - 18 digits long and may be an ESN or MEID. This number is typically located underneath the battery or may be found on the original packaging for your device, or your purchase receipt.

How do I determine whether any additional information or documentation is required for my claim to be processed?

Sometimes, additional information or documentation may be required before a decision can be reached regarding your claim. To help prevent any possible delays, you can view the status of your claim and determine whether any additional information is required by visiting the home page and following these three easy steps:

  • Enter your Mobile Number or IMEI in the File, Continue or Track My Claim box and click 'Submit'.
  • Enter your ZIP code and key in the numbers/letters, including any spaces into the box. Then click 'Continue'.

Click on the 'My Claim Documents' tab to verify whether your claim documents have been received or if additional information is needed.

How can I check the status of my claim?

If you have filed a claim with Assurant, 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 three easy steps:

  • Enter your Mobile Number or IMEI in the File, Continue or Track My Claim box and click 'Submit'.
  • Enter your ZIP code and key in the numbers/letters, including any spaces into the box. Then click 'Continue'.

Tabs will appear at the top of your screen providing you with additional information as you move through the claims process. Simply click on each tab for details. 

Replacement Device

If I am approved to receive a replacement device, how long does it take to receive it?

Once your claim is approved, your device will be shipped via next-business-day delivery, Monday through Friday, when available, at no additional cost to you. Saturday delivery may be available for an additional fee.

Will the replacement device be exactly the same make and model as my original?

Your device will be replaced with a reconditioned one of like kind and quality. In the event a reconditioned device is not available, we will replace it with a new model of like kind and quality. Device color may vary depending on availability.

How do I activate my replacement device?

  1. For fastest activation, was your claim for a …
    • … Damaged Device? Move the SIM card from your old device to your replacement and you’re good to start using your device (a SIM card may be pre-installed in your replacement which you should remove and discard)!
    • … Lost/Stolen Device? If the replacement device your received does not have a pre-installed SIM card, insert the one provided in your replacement package now and proceed to the next step.
  2. Locate the IMEI number for the device on the replacement box label.
  3. Visit spectrummobile.com/activate to activate your device or call Spectrum at 1-833-224-6603 and provide the IMEI number.

Returning Your Broken Device

Why do I need to return my broken device?

Once your claim has been approved, the claimed device becomes the property of Assurant and must be returned using the instructions and pre-paid label provided.

How do I return my broken device?

You will find the necessary items to return your broken device, including instructions and a pre-paid label, within the packaging of your replacement device.

Then, you can use the Track My Claim function to verify whether the claimed device has been received.

I can't find the mailing label I need to return my broken device. What should I do?

If you have misplaced the mailing label needed to return your broken device, you can print a replacement mailing label following these three easy steps:

  1. Enter your Mobile Number or IMEI in the File, Continue or Track My Claim box and click 'Submit'.
  2. Enter your ZIP code and the words you see (including the space) in the spaces provided and click 'Track My Claim'.

Click on the "My Return Instructions" tab located at the top. Then click the "Return Receipt Label" link to download your label in PDF format.

Is there a fee if I don't return my broken device?

If the approved claim involves a damaged or malfunctioning device, you will be provided with detailed information on how to return it. If the broken device is not returned within 10 business days, you will be subject to an Unrecovered Equipment Fee no greater than the value of the replacement device.

Pocket Geek® by Assurant®

What is the Pocket Geek® Mobile by Assurant® app?

It's an easy-to-use application that helps you solve technical issues and optimize device performance. Spectrum Mobile customers enrolled in the Spectrum Mobile Protection Plan have access to enhanced features including:

  • Personal TechProSM
  • Antivirus by Avast*
  • Secure Backup
  • How-to and Troubleshooting Guides
  • Protection Details

* Antivirus is only available for Android devices.

How can I download the Pocket Geek® Mobile app?

The app is pre-installed on Samsung and LG devices but will need to be downloaded on Apple and Google devices. You can download the app by going to the App Store or Google Play Store and searching for Pocket Geek® Mobile.

What devices are compatible with the Pocket Geek® Mobile app?

Pocket Geek® Mobile app can be used on devices with Android version 5.0 and higher and Apple iOS 12 and higher.

What features are included with the Pocket Geek® Mobile app?

With the Pocket Geek® Mobile app, users have access to the following features:

  • Personal TechProSM – Tech specialists can help you set up and use all the connected devices in your home
  • Secure Backup – Back up and restore up to 50 GB of photos, videos, files and more
  • Antivirus by Avast – Protection from hackers, viruses and other threats
  • How-to and Troubleshooting Guides - Ability to self-serve through recommended tech content to learn tips and tricks for smart devices and even view troubleshooting device simulators.
  • Find my deviceIf your device is lost or stolen, you can locate it or remotely lock it until you find it.
  • Protection DetailsView your protection plan details including coverage and service fee/deductibles, and file a claim easily and securely

* Antivirus is only available for Android devices.

Will my personal data be shared with third parties?

No. Your personally identifiable information or location data will not be shared without your express consent.

How do I uninstall Pocket Geek® Mobile on my Android device?

Pocket Geek® Mobile uninstalls like any third-party app. To uninstall, follow these steps:

Go to Settings>Application manager>Pocket Geek® Mobile >Uninstall

How do I uninstall Pocket Geek® Mobile on my iOS device?

Pocket Geek® Mobile uninstalls like any third-party app. Touch and hold the Pocket Geek® Mobile app icon on your device's Home screen until the icon starts to jiggle. Tap the "x" situated on the corner of the app icon and tap "Delete" to uninstall. If you would like to cancel or stop uninstalling the application, simply tap Cancel and/or the Home button

Where can I get more support for the app?

You can email support@pocketgeek.com for any app related question.