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FAQs

General Information

Why should I enroll in the XFINITY Mobile Protection Plan?

The XFINITY Mobile Protection Plan protects your device, helps you solve technical issues, and optimizes device performance. For $12 per month/per device you can rest assured that, should the unexpected occur, you can avoid costly replacements and get back up and running quickly.

What information can I access on fastclaim.com/xfinitymobile?

Our fastclaim.com/xfinitymobile site is your one-stop access point to all the information you need to file, complete or track an XFINITY Mobile Protection Plan claim. The following functionality is conveniently available on our website to assist you:

  • Track My Claim  - Securely log in to obtain real-time updates at every step of the claims process.
  • My Claim Details  - Review general information about your claim.
  • My Replacement Device - Get shipping information (including tracking information) for your replacement device.
  • My Return Instructions  - Download another shipping label to return the device for which you filed a claim or verify that the device you returned has been received.
  • Contact Us  - Reach out to us with any questions you may have about Assurant and the services we offer.

Is there a Service Fee/Deductible?

A Service Fee/Deductible, per occurrence, may apply for each approved claim. Service Fees/Deductibles can be paid by credit or debit card, or eCheck.

Service fee/deductibles for Apple device

CLAIM SERVICE FEE/DEDUCTIBLE
Loss or theft $180
Accidental damage (screen only) $29 for your first two accidental damage screen repair claims if you obtain service at Apple Stores, Apple Authorized Service Providers, or through Apple's mail-in repair service. Subsequent screen repair claims require a $99 deductible and are serviced by Assurant.
Accidental damage (all other) $99
Hardware service $0

Service fee/deductibles for Android device

CLAIM SERVICE FEE/DEDUCTIBLE
Loss or theft $180 for Samsung
$50 for LG
Accidental-damage $99 for Samsung
$40 for LG
Hardware-service $0

How many claims am I allowed to file?

  • Apple device: There is a limit of two claims within 12 months for accidental damage, loss and theft claims. There is no claims limit for mechanical or electrical breakdown.
  • Android device: There is a limit of two claims within 12 months for accidental damage, loss and theft claims. There is no claims limit for mechanical or electrical breakdown.

How long do I have to file a claim?

Claims must be filed within the time limit indicated in your coverage documents.

 

Claims Process

What is the fastest way to file a claim?

Filing a claim - Apple device Customers

If your Apple device requires repair or you need help:

  • The best place to start is getsupport.apple.com. Just answer a few questions and you'll be presented with 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, or call 1‑800‑MY‑IPHONE to speak directly to an AppleCare Advisor.

You may also call the program administrator at 1‑855‑884‑9771 and a Care Specialist will work with you to process your claim.

If your Apple device is lost or stolen:

  • You can file your claim by simply visiting the home page on the site and start at the "File or Track My Claim" box located at the top right-hand side.

  • You can also call 1‑855‑884‑9771 and a Care Specialist will work with you to process your claim.

  • Call call XFINITY Mobile at 1‑888‑936‑4968 to suspend your service and protect yourself against unauthorized use. 

Filing a claim - Android Customers

  • You can file your claim by simply visiting the home page on the site and start at the "File or Track My Claim" box located at the top right-hand side.

  • You can also call 1‑855‑884‑9771 and a Care Specialist will work with you to process your claim.

If your device is lost or stolen, call XFINITY Mobile at 1‑888‑936‑4968 to suspend your service and protect yourself against unauthorized use.

 

What information do I need to start a claim?

Please remember that only the XFINITY Mobile primary account holder can file a claim. To help you get through the claims process quickly, we recommend that you have the following items handy before you begin:

  • Your XFINITY Mobile number, device model, and storage size.

  • Details about the cause, location, and date of the claim incident.

  • A form of payment for your service fee/deductible, 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?

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.

How can I determine my device's manufacturer and model?

Your device's manufacturer and model can be found on the device's original packaging, as well as on the original receipt.

What if I can't find the serial number (ESN or MEID) for my device?

Your device's serial number is 8 - 18 digits long and may be an ESN or MEID. This number is typically located underneath the battery or may be found on the original packaging for your device, or your purchase receipt.

How do I determine whether any additional information or documentation is required for my claim to be processed?

Sometimes, additional information or documentation may be required before a claim can be adjudicated. To help prevent any possible delays, you can view the status of your claim and determine whether any additional information is required by following these three easy steps:

  1. From the Home page, start at File or Track My Claim. Enter your Mobile Number or Serial Number and click "Submit". Once your number has been verified, click on "Track My Claim".

  2. Enter your ZIP code and the words you see (including the space) in the spaces provided and click "Continue".

  3. Click on the "My Claim Documents" tab across the top of the page and verify whether your claim documents have been received or whether additional information is needed.

How can I check the status of my claim?

If you are a customer with an Apple device and are eligible for AppleCare Services and have filed a claim with Apple, please contact Apple directly to check on the status of your claim.

If you have filed a claim with the program administrator, 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 three easy steps:

  1. From the Home page, start at File or Track My Claim. Enter your Mobile Number or Serial Number and click "Submit". Once your number has been verified, click on "Track My Claim".

  2. Enter your ZIP Code and the words you see (including the space) in the spaces provided 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 I am 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 Friday, when available, at no additional cost to you. Saturday delivery is available for a $30.00 fee.

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?

  1. Fully charge your device.

  2. Contact an XFINITY Customer Service Specialist at 1‑888‑936‑4968 or visit a local XFINITY Mobile Store or Authorized Agent location to activate your replacement device.

Returning Your Broken Device

Why do I need to return my broken device?

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

How do I return my broken device?

You will find the necessary items to return your broken 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 broken device. What should I do?

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

  • From the Home page, start at File or Track My Claim. Enter your Mobile Number or Serial Number and click "Submit". Once your number has been verified, click on "Track My Claim".

  • Enter your ZIP code and the words you see (including the space) in the spaces provided and click "Continue".

  • Click on the "My Return Instructions" tab located at the top. Then click the "Return Receipt Label" link to download your label in PDF format.

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

If the approved claim involves a damaged or malfunctioning device, you will be provided with detailed information on how to return it. If the broken device is not returned within 10 business days, you will be subject to an unrecovered Device/Equipment Fee of up to the MSRP of the device, not to exceed $1,500.

 

Pocket Geek® by Assurant®

What is the Pocket Geek® by Assurant® app?

It's an easy-to-use application that helps you solve technical issues, and optimize device performance. XFINITY Mobile customers enrolled in the XFINITY Mobile Protection Plan have access to enhanced features including:

  • Anti-Malware
  • Locate, Lock & Wipe
  • Access to Personal TechPro by tapping "Live Help" in the app

* Anti-Malware, Lock & Wipe are only available for Android™ devices

How can I download the Pocket Geek® app?

For Android customers, the app is preloaded onto the device. For customers with an Apple device, you can download the app by going to the App store or Google Play and searching for "*Pocket Geek®" and then downloading the app.

What devices are compatible with Pocket Geek®?

Pocket Geek® can be used on devices with Android version 4.1 and higher and Apple iOS 8.0 and higher.

I have more than one device. Can I manage devices with different mobile operating systems (e.g., Android, Apple iOS) on the same Pocket Geek® account?

Yes. For your convenience, you can manage up to five different devices under the same Pocket Geek® account regardless of the mobile operating system. You can manage your devices from the Pocket Geek® account portal by visiting https://my.pocketgeek.com/.

To add other enrolled devices to your Pocket Geek® account, complete the following 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 features are included with the Pocket Geek® app?

With the Pocket Geek® app, users have access to the following features:

  • Locate, Lock and Wipe*: Locate, lock or wipe the device should it be lost or stolen.
  • Anti-Malware*: Protect the device against potential hackers and other threats using business-grade security software.
  • Device Optimization and Troubleshooting: Boost performance, run diagnostics and solve small issues before they become big problems.
  • Diagnostic Alerts: Understand when an action should be taken to immediately improve device performance.
  • Geek Tips®: Receive device-specific useful information to get more out of the device including: "how to" features, and tips and tricks.
  • Personal TechPro: Live Help from technical experts for problems with smartphones, tablets, and other connected devices.

* Anti-Malware and Lock and Wipe are only available on Android devices.

How do I update my device phone number on my Android device?

There are instances when you may need to update your number if we cannot verify it. To update your phone number, 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 update my device phone number on my iOS device?

There are instances when you may need to update your number if we cannot verify it. To update your phone number, 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.

How do I change the email address and/or password on my Pocket Geek® account?

Log into your account at https://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 https://my.pocketgeek.com/ and click on Forgot your password?

Will my personal data be shared with third parties?

No. Your personally identifiable information or location data will not be shared without your express consent.

How do I uninstall Pocket Geek® on my Android device?

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

How do I uninstall Pocket Geek® on my iOS device?

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.

Where can I get more support for the app?

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