For lost or stolen devices, Protection<360>® customers can file a claim online 24x7 at https://mytmoclaim.com or you can contact Customer Care.
For approved insurance replacement claims, there is a non-refundable Deductible that varies between $50 and $499, depending upon your device tier. Payment of the Deductible is required upon approval of the claim.
You can check the status of your claim device 24x7 on the web at https://mytmoclaim.com/. You may also receive tracking information for your replacement device via an automated system by contacting Customer Care at 1-888-211-4727. For repairs or replacement via AppleCare Services, please call 800-694-7466 or visit getsupport.apple.com to check on the status of your claim.
If your device is damaged or lost and found later, you can avoid non-return fees of up to $1,500 by returning your device. Assurant will mail you everything you need to return your device.
Every effort will be made to replace your device with the exact model. Replacement equipment may be a new or refurbished device and/or a comparable model.
Your replacement device comes with a 12-month limited warranty. If it is damaged or malfunctioning upon receipt, please visit a T-Mobile Store. If your replacement phone was administered through AppleCare Services and it’s defective, please contact AppleCare Services for instructions at 800-694-7466 or visit getsupport.apple.com.
When you start your claim online, we will explain the next steps, which depend upon the type of device and the nature of the damage. Cracked screens on certain devices are generally eligible for repair, as long as the device still powers on and is operational with no additional damage. For approved claims, a repair or replacement device will be provided at our discretion.
You can start the repair process by filing a claim online 24x7 at https://mytmoclaim.com/ or you can contact Customer Care at 1-866-866-6285. Hours of Operation are Monday-Friday 7am-11pm CST; Saturday and Sunday 8am-9pm CST.
Protection<360>® customers who enroll an eligible iPhone may have the option of certified repair at Apple Stores and Authorized Service Providers. Find the nearest Apple Service Provider at getsupport.apple.com or call Apple at 800–694–7466.
All work is performed by highly trained technicians at T-Mobile. Protection<360>® customers with eligible iPhone devices may have the option of certified repair at Apple Stores and Apple Service Providers.
In-store repairs are completed the same day in most cases. Mail-in repairs from an authorized repair center are generally returned within 5 business days.
Certain types of repairs may require a non-refundable Service Fee for Protection<360>® customers, depending upon your plan and your device tier. Service Fees range from $25 to $140 per approved repair, depending upon the type of device and nature of the damage and frequency of repair.
For Protection<360>® customers with eligible iPhone devices, there is no additional charge for device malfunctions. Within the first 24 months, for the first two screen damage claims, a $29 Service Fee applies. For all other types of Accidental Damage from Handling (ADH), a $99 Service Fee applies to the first two claims within 24 months. After the initial two or 24 months, ADH Service Fees range from $65 - $140 per approved repair, depending upon the type of device and nature of the damage.
Yes. Depending upon the type of device and nature of damage, your device may be repairable at a T-Mobile Repair Center. Without Protection<360>®, you will be responsible for paying the full retail cost for the repair.