To ensure your request is processed as quickly as possible, please do the following before starting your online claim:

If your device is lost or stolen, get in touch with Visible via chat at visible.com to suspend your service and protect against unauthorized use.

• Have ready your Visible wireless number and device information (make, model and storage size). Your device's IMEI may be used. It’s 8-18 digits long and may be an ESN or MEID. This number is typically located under the battery or may be found on the original packaging for your device, or your purchase receipt.
• 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.

Please note: If the approved claim involves a damaged or malfunctioning device, you will be provided with detailed information on how to return the 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 no greater than the value of the replacement device plus shipping costs.

Filing your claim 

What information do I need to start a claim?

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:

• ZIP code on the wireless account
• Your 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) 

Tracking your claim

How can I check the status of my claim?

The fastest and easiest way to check the status of your claim anytime is by visiting the Home page on this site and following these easy steps:

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

Fraud Notice

Any person who knowingly and with intent to defraud any insurance company or other person files an application for insurance or statement of claims containing any materially false information or conceals, for the purposes of misleading, information concerning any fact material thereto, commits a fraudulent insurance act, which is a crime, and may subject such person to criminal and substantial civil penalties.

California: For your protection California law requires the following to appear on this form: Any person who knowingly presents false or fraudulent information to obtain or amend insurance coverage or to make a claim for the payment of a loss is guilty of a crime and may be subject to fines and confinement in state prison.

District of Columbia: WARNING: It is a crime to provide false or misleading information to an insurer for the purpose of defrauding the insurer or any other person. Penalties include imprisonment and/or fines. In addition, an insurer may deny insurance benefits, if false information materially related to a claim was provided by the applicant.

Florida: Pursuant to s. 817.234, Florida Statutes, any person who, with the intent to injure, defraud, or deceive any insurer or insured, prepares, presents, or causes to be presented a proof of loss or estimate of cost or repair of damaged property in support of a claim under an insurance policy knowing that the proof of loss or estimate of claim or repairs contains any false, incomplete, or misleading information concerning any fact or thing material to the claim commits a felony of the third degree, punishable as provided in s. 775.082, s. 775.083, or s. 775.084, Florida Statutes.

Kentucky: Any person who knowingly and with intent to defraud any insurance company, or other person files a claim for insurance containing any materially false information or conceals, for the purpose of misleading, information concerning any fact material thereto commits a fraudulent insurance act, which is a crime.

Maryland: Any person who knowingly or willfully presents a false or fraudulent claim for payment of a loss or benefit or who knowingly or willfully presents false information in an application for insurance is guilty of a crime and may be subject to fines and confinement in prison.

New Jersey: Any person who knowingly files a statement of claim containing any false or misleading information is subject to criminal and civil penalties.

New York: Any person who knowingly and with intent to defraud any insurance company or other person files an application for insurance or statement of claim containing any materially false information, or conceals for the purpose of misleading, information concerning any fact material thereto, commits a fraudulent insurance act, which is a crime, and shall also be subject to a civil penalty not to exceed five thousand dollars and the stated value of the claim for each such violation.

Pennsylvania: Any person who knowingly and with intent to defraud any insurance company or other person files an application for insurance or statement of claim containing any materially false information or conceals for the purpose of misleading, information concerning any fact material thereto commits a fraudulent insurance act, which is a crime and subjects such person to criminal and civil penalties.

Washington: It is a crime to knowingly provide false, incomplete, or misleading information to an insurance company for the purpose of defrauding the company. Penalties include imprisonment, fines, and denial of insurance benefits.