Frequently asked questions

Frequent Topics

General Information

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

For $8* per month, per device, you'll get device coverage with:
• Unlimited screen-only repairs for only $29*, plus applicable tax
• Up to two device replacements for all other accidental damage claims per any rolling 12 month period (a service fee of $99 plus tax 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 $99 service fee for accidental damage (all other).

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.

CLAIM SERVICE FEE/DEDUCTIBLE

Unlimited Screen-Only Repair

The $29 (plus applicable tax) service fee for screen-only repair applies when service is provided through an Assurant-authorized repair center when and where repair service is available.
Otherwise, a replacement is available for the accidental damage (all other) service fee of $99, plus applicable tax.

Accidental damage
(all other)
$99, plus applicable tax.

Mechanical Breakdown
$0

How many claims am I allowed to file?

For accidental damage (all other) the program allows you up to two covered claims during any rolling 12 month period beginning with the date of the first replacement. There’s no limit to covered mechanical breakdown claims or screen-only repair claims.

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

Claims Process

What is the fastest way to file a claim?

You can file a claim by simply visiting the home page on this and selecting the File or Track a Claim button. You can call Assurant at 1-866-912-9793 and a Care Specialist will work with you to process 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?

Your 15-digit IMEI number is typically located underneath the battery but you can also check your device’s original packaging or purchase receipt. If your device is still working, dial *#06# to display the IMEI number. For some manufacturers it’s found in the settings.

Replacement Device

If I'm 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 Saturday, when available, at no additional cost to you.

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.

CLAIM	SERVICE FEE/DEDUCTIBLE
Unlimited Screen-Only Repair	The $29 (plus applicable tax) service fee for screen-only repair applies when service is provided through an Assurant-authorized repair center when and where repair service is available. Otherwise, a replacement is available for the accidental damage (all other) service fee of $99, plus applicable tax.
Accidental damage (all other)	$99, plus applicable tax.
Mechanical Breakdown	$0