Frequently Asked Questions

Why Do I Need Total Equipment Protection?
You depend on your device to be productive and stay in touch with those you care about. Up to one out of three customers lose or damage their device in the first year and the manufacturer's warranty does not cover lost, stolen or damaged devices. Total Equipment Protection covers all of these incidents.

When can I enroll in Total Equipment Protection?
You can enroll in Total Equipment Protection when you activate a new line of service with Sprint Nextel or when you purchase a new device for a phone upgrade. Simply ask your Sprint Nextel sales representative or call Asurion Customer Care at 1-800-584-3666 within 30 days of the new activation or new devices purchase.

Who do I contact to receive a replacement device?
For lost, stolen or damaged devices, please contact Asurion Customer Care at 1-800-584-3666.
Hours of Operation are Monday-Friday: 7am-11pm CST and Saturday & Sunday: 8am-9pm CST.

For mechanical or electrical failure, routine maintenance or failure from normal wear and tear, you can obtain a covered repair or replacement by visiting a Sprint Store Repair Center. Visit www.sprint.com/storelocator for a location near you.

How long do I have to report a claim?
You have 60 days after a loss occurence to file a replacement request

Is there a deductible charge or additional fee?
There is a $50, $100, $150 or $200 non-refundable deductible per approved insurance replacement (depending upon your device). Payment of the deductible is required upon approval of the claim.

There are no additional charges for repairs or replacements delivered in a Sprint Phone Repair Center for devices experiencing mechanical and electrical failure, normal wear and tear, or routine maintenance.

Is there a way to check the status of my replacement?
Yes! You are able to receive tracking information for your replacement device via an automated system by contacting Asurion Customer Care at 1-800-584-3666.

How do I return my damaged device?
A pre-paid USPS envelope will be included inside your package. Simply return the damaged device within 10 days using the envelope provided to avoid being charged for the non-returned device. You can place the package in your mail box or drop it off at your local post office. You may track your return online.

Please note that if the damaged device is not returned within 10 days of receipt of your replacement, a non-refundable charge will be applied to your Sprint invoice up to the full replacement value of your device.

Will the replacement device be exactly the same as the original?
Every effort will be made to replace your device with the exact model. In the event that the exact model is not available from the authorized fulfillment center, your device will be replaced a similar device of like kind and quality. In either situation, your replacement device may be refurbished. You will be notified in advance of the device being shipped.

What if my replacement device is damaged or defective when I receive it?
Your replacement device comes with a 12-month limited warranty. If your replacement device is damaged or defective upon receipt, or you experience an issue within 30 days of receipt, please call Asurion Customer Care at 1-800-584-3666. For issues with your replacement device arising after that initial 30 day period, you will need to visit a Sprint Store Repair Center for assistance. Visit www.sprint.com/storelocator for a location near you.

If you received your repair or replacement device from a Sprint Phone Repair Center, return your device to the location that provided it.