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Check out our frequently asked questions.

Premium Handset Protection

  • How can I enroll in Premium Handset Protection® Program?

    You are eligible to enroll in Premium Handset Protection® Program when you activate service or upgrade, and purchase a new phone. You may enroll within seven days from the date of activation or upgrade. If you choose not to enroll today online, please visit a retail store or call Customer Care within 7 days to have Premium Handset Protection® Program added

  • I need to file a claim today. How can I do that?

    To file a claim, please visit www.phoneclaim.com/metro or contact Asurion at 1-866-862-3397. Please make sure you have your form of payment ready for paying the deductible prior to beginning the claims process.

  • What information do I need to file a claim?

    To file a claim, you will need:

    1. The phone's make and model
    2. A description of what happened (including date)
    3. Your billing address
    4. A payment method for your deductible
    5. The location where you would like your replacement phone sent.

    Additionally, to file a claim you must be an authorized user on the account associated with the phone being claimed. An authorized user is a person who is authorized to make changes on an account.

  • Can I make my deductible payment in a store?

    Yes, you can visit your nearest Metro® by T-Mobile dealer to pay your deductible in a store. To search a list of dealers, please click here. Corporate Metro stores do not accept in-store deductible payments. There is a $5 service fee for using the in-store deductible payment option. You can also resume a claim online or by contacting Asurion at 1-866-862-3397 and pay your deductible using a credit card.

  • How much is the deductible for my replacement phone?

    For a complete list of devices and associated deductible amounts, please click here.

  • Will I receive the same phone as a replacement?

    Every effort will be made to replace your phone with the exact model. In the event that the exact model is not available from the authorized fulfillment center, your phone will be replaced with similar equipment of like kind and quality. In either situation, your replacement equipment may be remanufactured.

  • When will my replacement phone be shipped?

    Filing your claim online is the quickest and easiest way to file. Take advantage of the following cut-off times and next business day delivery. Claims completed and approved follow the schedule below:

    Claim Completed: Delivery Day:
    Monday - Thursday Before 8PM ET Next business day
    Friday Before 8PM ET Monday
    Saturday - Sunday Tuesday

    Note: Next business day delivery may not be available in some locations. Plus, when you file online, you receive an email with your claim number and a separate email with your package tracking information.

  • How do I return my damaged phone?

    A pre-paid USPS envelope will be included with your replacement equipment. Simply return the damaged handset within 10 days using the envelope provided to avoid being charged a non-returned equipment fee. You can place the package in your mail box or drop it off at your post office. You may track your return online. Please note that if the damaged equipment is not returned within 10 days of receipt of your replacement, a non-refundable charge may be assessed up to the full replacement value of the phone.

  • Is there a way to check the status of my claim?

    Yes, you can check the status of your claim by visiting www.phoneclaim.com/metro/ and clicking the "Manage claim" button.

  • What if my replacement equipment is damaged or defective when I receive it?

    Asurion warrants replacement units to be free of mechanical, electrical and/or system defects for 6 months from receipt of the phone, or the remainder of the original claimed device's manufacturer's warranty period; whichever one is longer. Please call Asurion Customer Care within 6 months to report the defect.

  • How to long do I have to file a claim?

    You have 60 days from the date of the incident to file a claim and 180 days from the filing date to complete it.