FILE, CONTINUE OR TRACK MY CLAIM



FAQs

General Information

What info can I find on fastclaim.com/visible?

On this site, you’ll find all the information you need for Visible Protect. Here’s exactly what’s available:

  • File My Claim - File, continue or track a claim online, quickly and easily, 24/7.
  • Track My Claim - Log in to obtain real-time updates at every step of the claims process.
  • Claim Details - Review general information about your claim.
  • Replacement Device Info - Get shipping and tracking info for your replacement device.
  • Device Return Instructions - Download another shipping label to return your claimed device and track your shipment.
  • Program Info - Get information about your coverage.
  • FAQs - View a list of our most frequently asked questions.
  • Support - Reach out to us with any questions you may have about Visible Protect. Click here to contact us.

Is there a service fee/deductible?

There may be. If you have an approved claim for loss, theft, or accidental damage, we’ll collect a service fee/deductible by credit card, debit card or eCheck. Click here to see which service fee/deductible applies to your device.

How many claims can I file?

For loss, theft and accidental damage, there is a maximum of two covered claims within a rolling 12-month period. There is no limit on the number of Hardware Service claims (mechanical/electrical breakdown after the manufacturer’s warranty expires). 

For Apple devices: Your new Apple device is eligible for AppleCare Services during the first 24 months from the date you purchase the device from Visible and enroll in Visible Protect, and as long as your plan coverage remains uninterrupted. With AppleCare Services you can file a maximum of 2 accidental damage claims (including screen damage) with Apple during the first 24 months of your program coverage. AppleCare Services accidental damage claims are subject to the overall claim limit of 2 claims in a rolling 12-month period for accidental damage, loss and theft incidents. Once your device is no longer eligible for AppleCare Services, our obligation to you under the Service Contract will be provided by another authorized repair center.

How long do I have to file a claim?

Claims must be filed by the account holder and within the timeframe specified in your coverage documents.

 

Claims Process

What is the best way to file a claim?

If you have AppleCare Services and your iPhone 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.
  • You can also:
    • Go to locate.apple.com to find an Apple Store or Apple Authorized Service Provider near you.
    • Call 1-800-APL-CARE (1-800-275-2273) to speak directly to an AppleCare Advisor.
    • Call 1-866-576-1669 and a Care Specialist will work with you to process your claim. 

Once your device is no longer eligible for AppleCare Services,our obligation to you under the Service Contract will be provided by another authorized repair center. You can visit fastclaim.com/visible to file your claim 24/7, or call 1-866-576-1669 and a Care Specialist will work with you to process your claim. 

If your iPhone is lost or stolen:

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

For loss, theft, accidental damage or hardware service (mechanical/electrical breakdown after the manufacturer’s warranty expires) claims:

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

Note: If your device is lost or stolen, contact Visible via chat at visible.com to suspend your service and protect yourself against unauthorized use. You may also reach Visible by texting @99370 or tapping 'Help' in the app.

What information do I need handy to file a claim?

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

  • ZIP code on the Visible account
  • Your Visible wireless number
  • Device make, model and storage size
  • Cause and date of loss
  • Service fee/deductible payment method (by credit card, debit card, or eCheck)

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

Why should I provide my email address when filing a claim?

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

Where can I find my device's make and model?

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

How do I know if any additional info or documentation is required for my claim to be processed?

Sometimes, additional info or documentation may be required before we make a decision about your claim (such as a police report, government-issued identification or proof of loss). To help prevent any possible delays, you can find out if any additional information is required by visiting the Home page and following these 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. 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.

How can I check the status of my claim?

The fastest and easiest way to check the status of your claim is by visiting the Home page and 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. Once your number has been verified, click on Track My Claim.
  2. Enter your ZIP code and click Continue.
  3. 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 my claim is approved for a replacement device, how long does it take to receive it?

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.

Will the replacement device be exactly the same make and model as the one I had?

Your device will be replaced with a reconditioned one of like kind and quality. If a reconditioned device is unavailable, we'll 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. Turn on your phone and connect to Wi-Fi.
  2. Make sure the latest OS is installed. When you’re done, turn off your phone.
  3. Insert the new Visible SIM card that came in your replacement package.
  4. Turn on the phone and, when prompted, update your carrier settings.
  5. Download, open and follow the instructions on the Visible app to complete activation.

Returning Your Damaged Device

Why do I need to return my damaged device?

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.

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

If the damaged device is not returned within 10 business days of receiving your replacement device, you’ll be charged an unrecovered equipment fee of up to the MSRP of the device, not to exceed $2,000.

How do I return my damaged device?

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

You can also track the claimed device, by using the Track My Claim function in the Home page, to make sure we received it.

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

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.

Pocket Geek® by Assurant®

What is the Pocket Geek® by Assurant® app?

It's an easy-to-use app* that helps you secure your data and optimize device performance. Visible members enrolled in Visible Protect have access to enhanced features, including:

  • Data Protection**
    • Antivirus
    • Locate, Alarm, Lock and Wipe
  • Device Optimization Tools***
    • Performance Monitoring
    • Diagnostic Alerts
    • Troubleshooting
    • Battery Forecast and Boost
    • Data Monitoring
    • Storage Manager
    • Tips
    • Speed Test
  • Policy Access

* Pocket Geek is recommended but not required for Visible members.
** Antivirus, Alarm, Lock and Wipe are available on Android devices.
*** Device optimization features are provided to all members at no additional cost.

How can I download the Pocket Geek® app?

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

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

Yes. You can manage up to five different devices under the same Pocket Geek® account portal (whether it’s an Android or Apple device); simply visit my.pocketgeek.com.

To add other enrolled devices to your Pocket Geek® account, follow these 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 operating systems are compatible with Pocket Geek®?

Pocket Geek® can be used on devices with Apple iOS 9.0 and higher and Android version 5.0 and higher.

How do I update my mobile phone number in the PocketGeek app?

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® 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® 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 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 my.pocketgeek.com and click on Forgot your password?

Will my personal data be shared with third parties?

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

How do I uninstall Pocket Geek® from my device?

For Apple devices: 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.

For Android devices: 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

Where can I get more support for the app?

Email support@pocketgeek.com for help with any app questions.