Frequently asked questions

• 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 Assurant at 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.

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 phone number or IMEI, 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.

• In certain cases, additional documents, such as a police report, government-issued identification or proof of loss, may be required to process your claim. 

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.

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

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.

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 Xfinity Mobile phone number or IMEI 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.

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 Assurant, 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 Xfintiy Mobile phone number or IMEI 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.

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.

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.

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.

Once your claim has been approved, your damaged device must be returned using the instructions provided, in order to avoid an unrecovered equipment fee.

You will find the necessary items to return your damaged 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.

If you have misplaced the mailing label needed to return your damaged 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.

Yes, if the approved claim involves a damaged device, you will be provided with detailed information on how to return it. If the damaged device is not returned within 10 business days, you will be subject to an unrecovered equipment fee no greater than the retail price of the replacement device plus applicable shipping costs.

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:

• Antivirus
• How-to and Troubleshooting Guides
• Access to Personal TechPro^SM by tapping the Personal TechPro^SM in the app or call (800) 313-8007 to reach a specialist (9 a.m. - 11:59 p.m. EST, 7 days a week).*

* Antivirus is only available for Android devices. 

The app is pre-installed on Samsung and LG devices but will need to be downloaded on Apple and Google devices. You can download the app by going to the App Store or Google Play and searching for "Pocket Geek^® Mobile" and then downloading the app.

Pocket Geek^® Mobile can be used on devices with Android version 5.0 and higher and Apple iOS 12 and higher.

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

• Antivirus*: Protect your device against potential hackers and other threats using business-grade security software.
• How-to and Troubleshooting Guides - ability to self-serve through recommended tech content to learn tips and tricks for smart devices and even view troubleshooting device simulators.
• Personal TechPro^SM: Live Help from technical experts for problems with smartphones, tablets, and other connected devices.

* Antivirus is only available on Android devices.

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

Pocket Geek^® Mobile uninstalls like any third-party app. Touch and hold the Pocket Geek^® Mobile 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.

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

*Personal TechPro^SM specialists are not available on these days: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day.