To ensure your request is processed as quickly as possible, please do the following before starting your online claim:
If your device was lost or stolen, contact Xfinity Mobile at 1-888-936-4968 to suspend your service and protect yourself against unauthorized charges.
Have your Xfinity Mobile number or IMEI, device make, model and storage size on hand. Your device’s IMEI number has 15 characters and it’s typically located in the Settings section of your device, on the original device packaging, or your purchase receipt. You can also visit the Xfinity "MyAccount" application, Xfinity Mobile website or call Xfinity Mobile for help.
Once your claim is approved, a non-refundable service fee/deductible may apply. Please be prepared to provide an acceptable form of payment. We accept credit or debit card. You can also pay via eCheck. To view your service fee/deductible amount, please click on My Service Fee/Deductible.
Please note: If the approved claim involves a damaged device, you will be provided with detailed information on how to return the device. If the device is not returned, you will be charged an unrecovered equipment fee of up to the MSRP of the device, not to exceed $1500.
Filing your claim
What information do I need to start a claim?
Please remember that only the authorized person on the account 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 phone number or IMEI.
Make and Model of the device.
Email Address (to provide you with updates on the status of your claim or replacement device.
A form of payment for your service fee/deductible, in the event that one is required once your claim has been approved.
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 three easy steps:
From the Home page, start at File 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".
Enter your ZIP code and the words you see (including the space) in the spaces provided 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.
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 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: Any person who knowingly and with intent to injure, defraud, or deceive any insurer files a statement of claim or an application containing any false, incomplete, or misleading information is guilty of a felony of the third degree.
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.
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.