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 device protection plans. 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.
  • Contact Us - Reach out to us with any questions you may have about Visible device protection plans.

Is there a service fee/deductible?

It depends on your plan and claim type. Approved claims for hardware service issues or mechanical or electrical breakdown don’t have a service fee/deductible. However, if you have an approved claim for loss, theft, or accidental damage, we’ll need to collect a service fee/deductible (by credit card, debit card or eCheck).  Click here to see which service fee/deductible applies to your device.

What are the claim limits for Visible Protect plans?

For Hardware Service* (mechanical/electrical breakdown) coverage, there is no claim limit.

There are claim limits for Accidental Damage and Loss/Theft coverage. See below chart for details.

Protection Plan Claim Type Claim Limits
Visible Protect Loss, Theft and Accidental Damage A maximum of two (2) approved claims within a 12-month period based on the date of the first repair or replacement (with a maximum replacement value of $2,000 per covered loss).

Note: For Visible Protect members with AppleCare Services** there’s a maximum of 2 approved accidental damage claims (including screen damage) serviced by Apple Stores, Apple Authorized Service Providers, and through Apple’s mail-in repair during the first 24 months of coverage. AppleCare Services accidental damage claims are subject to the overall claim limit of 2 claims in a rolling 12-month period based on the date of the first repair or replacement.
Visible Protect Insurance Loss, Theft and Accidental Damage A maximum of two (2) covered claims within a 12-month period, based on the date of the first repair or replacement (with a maximum replacement value of $2,000 per covered loss).
Visible Protect Preowned Accidental Damage

* If you have a Visible Protect or Visible Protect Service Contract plan, hardware service coverage for your device will begin after the manufacturer’s warranty has expired; if you have a Visible Protect Pre-Owned plan, your mechanical/electrical breakdown coverage begins on your coverage effective date.

** 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. 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.

How many claims can I file?

For loss, theft and accidental damage, there is a maximum of two (2) covered claims within a rolling 12-month period, based on the date of the first replacement or repair. There is no limit on the number of claims for hardware service or mechanical/electrical breakdown.  If you have Visible Protect or the Visible Protect Service Contract, hardware service for your device will begin after the manufacturer’s warranty has expired; if you have Visible Protect Pre-Owned, your mechanical/electrical breakdown begins on your coverage effective date. 

For Visible Protect members with 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

How should I file a claim?

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 from Visible 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; simply contact Visible via chat at visible.com, text @99370, or tap ʻHelpʼ in the app.

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; simply contact Visible via chat at visible.com, text @99370, or tap ʻHelpʼ 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:

  • Your Visible wireless number
  • ZIP code associated with your Visible account
  • Device make, model and storage size
  • 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.

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 as well as device shipment and delivery tracking details. 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 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.

How can I check the status of my claim?

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.

Your 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 original?

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 Operating System 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 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.

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 to make sure we received it; just use the Track My Claim function in the Home page.

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 or Visible Protect Service Contract 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 customers.
** Antivirus, Alarm, Lock and Wipe are available on Android devices.
† Device Optimization Tools are provided to all Visible customers 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.

* Visible Protect and Visible Protect Service Contract customers must download and register the Pocket Geek by Assurant app to have full access to its features. Device Optimization features are provided to all Visible customers at no additional cost; customers are not required to enroll in a Visible device protection plan to access these features. Availability and features may vary by device, operating system or protection plan. Data charges may apply. Pocket Geek by Assurant is not an insurance product or a service contract, and the enhanced features are part of Visible Protect and Visible Protect Service Contract.

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 five easy 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.