How Do I Fix a Broken AT&T Wireless Phone If I Have Insurance?

Introduction

Is your AT&T phone damaged or defective? If you have an AT&T device protection plan, file a claim to get unlimited screen and back repairs, unlimited battery replacements and same-day replacement and setup. Asurion, the company that handles AT&T claims, can also handle out-of-warranty claims and accidental damage. Continue reading if you have a damaged phone and need help fixing it. We'll show you the steps to file a claim.

Enter the Wireless Number of the Damaged Device

The wireless number is the data line or mobile telephone number assigned by AT&T. Enter this in the wireless number field and tap Get Started. If you don't have a number, use your AT&T account number instead.

Enter the Passcode and Tap Continue

AT&T passcodes usually have 4-8 digits. If you don't know the passcode, click "I don't know my passcode" to have it texted to you. AT&T can also call you for your passcode or text a number associated with your account (in case you don't have access to your wireless number).

Note that you can also reset your passcode by calling AT&T directly.

Once you have the passcode, follow the on-screen prompts to successfully file a claim through Asurion. File a claim within 60 days of the incident (not more than this or you may no longer be able to file a claim), and ensure you have the date of the damage and the device brand and model.

Asurion will ask a few questions about the affected phone to help them determine whether it's better to fix or replace it.

Upload Claim Documents

Do you need to provide documentation to avoid problems with your claims? Just click "Upload documentation" and follow the on-screen instructions.

Track Your Claim

You'll still need to enter the wireless number or your AT&T wireless account to track your claim. If you file a claim before 6 p.m. ET, from Monday to Friday, it's possible to get the phone on the same day. Otherwise, you'll need to get it the next day.

If you have an order # or zip code (for damaged devices that need to be replaced), use this Check My Order or Claim Status page from AT&T. Just enter the details and click View My Order.

Note: You may be asked to return your defective device within 30 days, and please comply to avoid paying a non-return fee of $850.

Call to File a Claim

Some customers may visit an AT&T store to file a claim. Note that you cannot do this, since claims aren't handled by AT&T directly. They work with Asurion regarding claims, so you can either visit the Asurion website or call the number provided in this step to start your claim.

Conclusion

We recommend filing a claim as soon as you notice the damage, as you only have 60 days to file a claim with Asurion. Don't worry, they will evaluate the issue and provide an effective resolution. Asurion may offer to repair or replace the device. Still having issues? Just make sure to file the claim before 6 p.m. so you can get the device on the same day. Get in touch with Customer Support today.