Frequently asked questions

Claims can be filed once coverage starts.

For Xfinity Mobile Care Plus customers in all states except New York who enrolled after purchasing your device, and that device was not covered by Xfinity Mobile Care at the time of signing up for the Mobile Plus data plan, coverage for accidental damage and loss will begin 30 days after the coverage state date.

Claims should be reported as soon as reasonably possible and must be filed within the time limit indicated in your state-specific coverage documents.

To speed up the process, please have the following ready:

• Your Xfinity Mobile account information.
• Device details, including make, manufacturer, model, and serial number (IMEI).
• Details about what happened (cause, location, and date of the incident).
• A valid payment method for your deductible/service fee.

Sometimes additional information, such as a proof of loss (like a police report for theft claims) or a government-issued ID, may also be required.

We use your email address for claim purposes only, such as sending you important updates regarding the status of your claim, shipping tracking numbers for replacement devices, and instructions for returning damaged devices. Providing a valid email ensures you don't miss these critical communications.

You can usually find this information in your device's "Settings" menu under "About Phone" or "General." It is also often printed on the back of the device or on the original packaging.

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.

During the claims process, we will notify you if we need extra documents, such as a proof of loss (like a police report for theft claims) or a government-issued ID. You can also check the status of your claim online at fastclaim.com/xfinitymobile to see if any action is required.

You can easily track your claim status by visiting fastclaim.com/xfinitymobile and selecting "Track My Claim." You will also receive email updates as your claim progresses.

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 fee.

We will replace your device with a reconditioned one of like kind and quality. If a reconditioned device is not available, we will replace it with a new model of like kind and quality. While we try to match color, it may vary based on availability.

Activate your replacement device here.

Before activating:
1) Make sure your device is connected to Wi-Fi and fully charged or plugged in.
2) Check whether your software is up to date and, if needed, download the latest version.
3) Save any important voicemails.

When you file your claim, we will present you with the available repair options based on your plan, device model, the type of damage, and your location. If your device and damage type qualify for in-store repair, you will be able to schedule an appointment at an authorized repair center during the claims process.

If you receive a replacement device, the damaged or malfunctioning unit becomes the property of the protection plan provider. Returning it allows us to securely recycle or refurbish the parts, and it prevents you from being charged an unrecovered equipment fee.

Your replacement device will come with a prepaid shipping label and instructions. Pack your damaged device securely using the materials provided. Seal it securely with durable adhesive tape and complete the “From” section on the prepaid shipping label. You can mail your package from any USPS location.

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 this easy step:

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

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.