You Have Questions We Have Answers

• If you are a Visible Protect member and you need help or to repair a device…

  With AppleCare Services*

  • The best place to start is getsupport.apple.com. Just answer a few questions and you’ll get options to help resolve your issue.
  • Alternatively, you can go to locate.apple.com to find an Apple Store or Apple-Authorized Service Provider near you or call 1-800-APL-CARE (1-800-275-2273) to speak directly to an AppleCare Advisor.
  • You may also call 1-866-576-1669 and a Care Specialist will work with you to process your claim.

  *Your new Apple device is eligible for AppleCare Services during the first 24 months from the date you purchase the device and enroll in Visible Protect, and as long as your plan coverage remains uninterrupted. Once your device is no longer eligible for AppleCare Services, our obligation to you under the Service Contract will be provided by another Assurant-authorized repair center, where available.

  Without AppleCare Services

  • You can file your claim 24/7 by visiting the Home page and entering your info at the File, Continue or Track My Claim section.
  • Or call 1-866-576-1669 and a Care Specialist will work with you to process your claim.

  If you are a Visible Protect member and your device is lost or stolen...
  

  • You can file a claim 24/7 by visiting the Home page and entering your info at the File, Continue or Track My Claim section.
  • Or call 1-866-576-1669 and a Care Specialist will work with you to process your claim.

  Don’t forget: If your phone is lost or stolen, be sure to suspend service and protect yourself against unauthorized use; Visible via chat or Visible.com.

  If you are a Visible Protect Insurance, Visible Protect Pre-Owned, or Visible Protect Service Contract member and need to file a claim:

  • You can file a claim 24/7 by visiting the Home page and entering your info at the File, Continue or Track My Claim section.
  • Or call 1-866-576-1669 and a Care Specialist will work with you to process your claim.

  Don’t forget: If your phone is lost or stolen, be sure to suspend service and protect yourself against unauthorized use; Visible via chat or Visible.com.

Remember that only the primary accountholder on the wireless account can file a claim. To help you get through the claims process quickly, have the following items handy before you start:

• Your wireless number
• ZIP code associated with your wireless account
• Device make, model and IMEI
• Cause and date of loss, breakdown or damage
• Service fee/deductible payment method, if applicable (by credit card, debit card, or eCheck)

In certain cases, additional documents, such as a government-issued identification or proof of loss, may be required to process your claim.

Your email address helps us keep you in the loop on important claim information, such as when your claim is approved as well as device shipment and delivery tracking details. Don’t worry… Your email address is used for claim purposes only.

Your device's make and model can be found on the device's original packaging, or on the original receipt.

Sometimes, additional info or documentation may be required before we make a decision about your claim (such as a government-issued identification or proof of loss). To help prevent any possible delays once you've submitted your claim, you can easily find out if any additional information is required. Here’s how:

1. 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.
2. Click on Track My Claim and go to the My Claim Documents tab to see if additional information is needed.

If you have Visible Protect with AppleCare Services and have filed a claim with Apple, please contact Apple directly to check on the status of your claim.

Otherwise, the fastest and easiest way to check the status of your claim is by visiting the Home page and following these easy steps:

1. Start at File, Continue or Track My Claim. Enter your Mobile Number or IMEI Number and click Submit. Once your number has been verified, click on Track My Claim.
2. Enter your ZIP code and 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.

Once your claim is approved, replacement devices will be shipped via next-business-day delivery, when available, at no additional cost. Saturday delivery may be available for an additional fee.

All device repairs and replacements will be with reconditioned parts and devices of like kind and quality. If reconditioned parts or devices aren’t available, then repairs and replacements will be with new parts and devices of like kind and quality.  Device color may vary depending on availability.

1. For phones:
   Turn on your phone and connect to Wi-Fi.
   1. Ensure the latest operating system is installed, then turn off your phone.
   2. Insert the new SIM card that came with your replacement.
   3. Turn on the phone and update your carrier settings.
   4. Download, open and follow the instructions to complete activation in the Visible app.

   For wearables:
   1. Make sure your wearable is fully charged and pair it with your mobile device.
   2. Complete setup to activate your wearable.

Once your claim has been approved, the claimed device becomes the property of the plan Provider and must be returned using the instructions included in your replacement package.

If the damaged device isn't returned within 10 business days of receiving your replacement device, you’ll be charged an unrecovered equipment fee no greater than the value of the replacement device, not to exceed $2,000.

You will find what you need to return your damaged device in the replacement device package.

You can also track the claimed device to make sure we received it; just use the Track My Claim function in the Home page.

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

1. From the Home page, start at File, Continue or Track My Claim. Enter your Mobile Number or IMEI Number and click Submit.
2. Enter your ZIP code and when prompted, click Track My Claim.
3. Click on the My Return Instructions tab located at the top of the page. Then click the Return Receipt Label link to download and print your label in PDF format.

It's an easy-to-use app* that helps you maximize your device experience. All carrier members enrolled in Visible Protect or Visible Protect Service Contract have access to features, including:

• Antivirus by Avast**
• Find your device+
• Troubleshoot with customized content+
• Review protection plan details

* Customers must download and register the Pocket Geek Mobile by Assurant app to have access to its features. All carrier customers can download and register the app to access select features. Availability and features may vary by device, operating system or protection plan. Data charges may apply. Pocket Geek Mobile and Assurant are service marks of Assurant, Inc. registered in the U. S. and other countries. Pocket Geek Mobile by Assurant is not an insurance product or a service contract.
** Antivirus by Avast available on Android devices. 
† Provided to all carrier customers at no additional cost.

You must download and register the Pocket Geek Mobile by Assurant app to have full access to its features.

• For Apple devices: Visit the App Store
  
• For Android devices:  Visit the Google Play store

The app can be used on devices with Apple iOS 9.0 and higher and Android version 5.0 and higher.

There are times when the app is unable to verify your mobile phone number. To update your phone number:

• For Apple devices: Open the app, then tap the More icon located at the bottom right, then Pocket Geek Mobile Settings and finally tap Phone Number. You can enter the correct number in this field and then tap Save.
• For Android devices: Open the app then tap the More tab on the navigation bar, then Pocket Geek Mobile Settings and finally tap Device Number. You can enter the correct number in this field and then tap Update.

No. Your personal information and location data will not be shared without your permission.

For Apple devices: Pocket Geek Mobile uninstalls like any third-party app.  Touch and hold the 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.

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

• Menu > Settings > Security > Device administrators> Deactivate
• Once the app is deactivated, it uninstalls like any third-party app
• Settings > Application Manager > Pocket Geek Mobile > Uninstall

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