Frequently asked questions

Frequent Topics

General Information

Why should I enroll in Repair and Replace by T-Mobile for Business?

For $5-$8* per month, per device, you'll get device coverage with:
• Unlimited front screen repairs for only $0*, plus applicable tax. $10-$99 service fee*
• Unlimited device replacements for all other accidental damage claims per any rolling 12-month period (a service fee of $10-$99 plus tax, depending on the device tier, applies per claim).
• Unlimited mechanical breakdown claims after the manufacturer’s warranty expires (no service fee applies)

Repair and Replace by T-Mobile for Business is a month-to-month plan which automatically renews unless canceled.

*This applies when and where repair service is available; otherwise, we’ll provide a replacement device and collect the $10-$99 service fee for accidental damage (all other).

What determines my monthly recurring cost?

Your Repair and Replace by T-Mobile for Business plan’s monthly recurring cost will be determined based on the number of devices under your account:

1-49 devices: $8.00

50-299 devices: $7.00

300-499 devices: $6.00

500+ devices: $5.00

Is there a service fee/deductible?

A service fee, per occurrence, may apply for each approved claim. Service fees can be paid by credit or debit card, or eCheck.

Go to Service Fee page to find your service fee based on your device.

*This applies when and where repair service is available; otherwise, we’ll provide a replacement device and collect the applicable service fee for all other accidental damage.

How many claims am I allowed to file?

You have unlimited claims for all covered front screen repairs, accidental damage (all other), and out-of-warranty mechanical breakdowns within a consecutive 12-month period.

How long do I have to file a claim?

Claims must be filed within 90 days of the covered device failure.

Who is the provider of Repair and Replace by T-Mobile for Business?

The Service Contract Provider is Federal Warranty Service Corporation in all states except in California where the Provider is Sureway, Inc.; in Florida where the Provider is United States Protection, Inc., and in Oklahoma where the Provider is Assurant Service Protection, Inc. All these companies operate under the trade name Assurant.

View sample terms and conditions

What is the maximum coverage allowed for every approved claim?

The maximum amount per claim is up to $1,500.

Claims Process

What is the fastest way to file a claim?

You can file a claim by simply visiting the home page on this site and selecting the File or Track a Claim button. You can also call Assurant at 1‑866‑912‑9793, where a Care Specialist will assist you with processing your claim.

What information do I need to start a claim?

Please remember that only the T-Mobile for Business primary account holder can file a claim. To help you through the claims process quickly, we recommend that you have the following items handy before you begin:

Your T-Mobile for Business phone number or IMEI, device model, and storage size.
Details about the cause, location, and date of the claim incident.
A form of payment for service fee, in the event that one is required once your claim has been approved. We accept credit or debit card or eCheck.

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

With your approval, 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.

What if I can't find the IMEI for my device?

You can find your device's 15-digit IMEI number on the original packaging, purchase receipt, myt-mobile.com account, or the T-Life app. Alternatively, if your device is working, dial *#06# or go to the Settings menu and select General or About (varies by manufacturer).

Replacement Device

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

You can expect next-business-day replacement, when available, at no additional cost to you once Assurant approves your claim.

This applies when and where repair service is available; otherwise, we’ll provide a replacement device and collect the applicable service fee for all other accidental damage.

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?

Follow the instructions on the Quick Start Guide which accompanies your replacement device.

Returning Your Damaged Device

Why do I need to return my damaged device?

Once your claim has been approved, your damaged device must be returned using the instructions provided, in order to avoid an unrecovered equipment fee.

How do I return my damaged device?

You'll find the necessary items to return your damaged device within the packaging of your replacement device.

If you are 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.

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 damaged device. What should I do?

Call Assurant at 1-866-912-9793 and a Care Specialist will provide you with a new one.

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

Yes, if your approved claim involves a damaged device, you’ll be provided with detailed information on how to return it. If the damaged device is not returned within 10 business days, you'll be subject to an unrecovered equipment fee equal to the retail price of the replacement device plus applicable shipping costs.