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 $12 per month/per device 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. Please refer to the table below for a full list of service fees/deductibles.

Service fees/deductibles for Apple devices

Service Fees/Deductibles by Claim Type

Device cost
(MSRP)

Hardware Service (mechanical/electrical breakdown)

Accidental Damage Screen Repair*

Accidental Damage All Other

Loss/Theft

$200 - $499.99

$0

$29

$99

$150

$500 - $949.99

$0

$29

$99

$199

$950+

$0

$29

$99

$280

*For the first two accidental damage claims, the service fee for iPhone screen damage is $29 when service is provided at Apple Stores, Apple Authorized Service Providers, and through Apple's mail-in repair service. For all other iPhone accidental damage claims, and once you have used your maximum two accidental damage claims through AppleCare Services, the service fee is $99. Should you lose AppleCare Services due to non-payment or device ineligibility, the service fee for iPhone screen damage will be $99.

 

Service fee/deductibles for Android devices

Service Fees/Deductibles by Claim Type

Device cost
(MSRP)

Hardware Service (mechanical/electrical breakdown)

Accidental Damage

Loss/Theft

$0 - $199.99

$0

$40

$50

$200 - $499.99

$0

$99

$150

$500 - $949.99

$0

$99

$199

$950+

$0

$99

$280

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 breakdown).

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?

Filing a claim - Apple Customers

If your Apple device requires repair or you need help:

  • The best place to start is getsupport.apple.com. Just answer a few questions and you'll get options to help resolve your issue.
  • Go to locate.apple.com to find an Apple Store or Apple Authorized Service Provider near you.
  • Call 1-800-275-2273 (1-800-APLCARE) to speak directly to an AppleCare Advisor.
  • You can also call 877-875-4282 and an Assurant Care Specialist will work with you to process your claim.

If your Apple device is lost or stolen:

  • 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 a 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.

Filing a claim - Android Customers

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

If your mobile 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 a 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 number
  • Your device model and storage size
  • Cause and date of loss or damage
  • Service fee or deductible payment method

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 the program administrator, 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. Insert new SIM card (if applicable) into your replacement device and turn it on.
  2. Find the IMEI number for your device on the replacement box label.
  3. Visit spectrummobile.com/activate or call Spectrum Mobile 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 the plan Provider and must be returned using the instructions provided.

How do I return my broken device?

You will find the necessary items to return your broken device 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 Device/Equipment Fee of up to the MSRP of the device, not to exceed $1,500.

Pocket Geek® by Assurant®

What is the Pocket Geek® 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:

  • Antivirus protection*
  • Phone optimization
  • Secure backup
  • Personal TechProSM
  • Locate, alarm, lock and wipe*
  • Policy access

* Antivirus, alarm, lock and wipe are only available for Android devices.

How can I download the Pocket Geek® app?

For Android customers, the app is preloaded onto the device. For customers with an Apple device, you can download the app by going to the App store or Google Play and searching for "Pocket Geek".

What devices are compatible with Pocket Geek®?

Pocket Geek® can be used on devices with Android version 4.1 and higher and Apple iOS 8.0 and higher .

I have more than one device. Can I manage devices with different mobile operating systems on the same Pocket Geek® account?

Yes. For your convenience, you can manage up to five different devices under the same Pocket Geek® account regardless of the mobile operating system. You can manage your devices from the Pocket Geek® account portal by visiting https://my.pocketgeek.com/.

To add other enrolled devices to your Pocket Geek® account, complete the following steps:

  1. Download the Pocket Geek® app on the other device.
  2. Launch Pocket Geek® from the app menu.
  3. Tap the Sign In button.
  4. Enter your existing Pocket Geek® account login credentials.
  5. Tap the Sign In button.

What features are included with the Pocket Geek® app?

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

  • Antivirus protection* - Protection from hackers, viruses and other threats
  • Phone optimization - Fix small issues before they become big problems
  • Secure backup - Back up and restore up to 50GB of photos, videos, files and more
  • Personal TechProSM  - Tech specialists can help you set up and use all the connected devices in your home
  • Locate, alarm, lock and wipe* - If your device gets lost or stolen, you can go to my.pocketgeek.com to help find it, sound an alarm, remotely lock it, and wipe all your sensitive data
  • Policy access - View your policy details including coverage and deductibles, and file a claim easily and securely*

* Antivirus, alarm, lock and wipe are only available for Android devices.

How do I update my device phone number on my device?

There are instances when you may need to update your number if we cannot verify it. To update your phone number, open the app then tap the More tab on the navigation bar, then Pocket Geek® Settings and finally tap Device Number. You can enter the correct number in this field and then tap Update.

How do I change the email address and/or password on my Pocket Geek® account?

Log into your account at https://my.pocketgeek.com/ and select Manage Account from the Account drop down menu. You can update your email address from the Name & Email screen, and update your password from the Password screen.

I forgot my password, how can I reset it?

Visit https://my.pocketgeek.com/ and click on Forgot your password?

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® on my Android device?

If your device has device administrator privileges enabled, you will not be able to uninstall Pocket Geek® without removing them first. Device administrator options are available in the device's settings:

Menu > Settings > Security > Device administrators > Deactivate

Once Pocket Geek® is deactivated, it uninstalls like any third-party app.

Settings > Application Manager > Pocket Geek® > Uninstall

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

Pocket Geek® uninstalls like any third-party app. Touch and hold the Pocket Geek® 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.