In a nutshell: If your AT&T wireless phone is lost or stolen, first attempt to locate it and suspend your service. If recovery fails and you have device protection, file a claim with AT&T or Asurion. Ensure your device status is recorded as insured and gather necessary documentation. Claims submitted before
What should you do if your AT&T wireless phone is lost or stolen? If you have device protection, you can file a claim to receive a replacement. Before filing, locate your device first and suspend your service to prevent unauthorized use. If you’re unable to recover it, continue reading for step-by-step instructions on how to file a claim and get a replacement. In most cases, you can receive your replacement as soon as the next day if you submit your claim before 8 PM EST. For claims submitted over the weekend, delivery is typically scheduled for Monday or Tuesday.
Note: Before filing a claim with AT&T or Asurion, sign in to your AT&T account first. Go to Device Protection and Warranty and make sure your device status is Insured. You can also view your coverage details by selecting Insured, which will help you confirm if you’re eligible for a replacement device.
Once you’re on the Start a Claim page, answer a few questions about your device. However, before proceeding, make sure you’ve already attempted to locate your device. Be sure to upload any documents or screenshots that can help support your claim. If you’ve already started a claim and need to submit documentation, proceed to the next step.
Asurion handles AT&T claims and may require documentation to help prevent fraudulent claims. Simply click Upload Documentation and follow the on-screen instructions to submit the required files.
Be sure to verify the details before clicking Process My Claim.
As soon as you qualify, check the replacement and the deductible, and then click Continue. One of the benefits of having AT&T device protection is that you typically pay much less for a replacement compared to purchasing a brand-new phone without coverage. Customers enrolled in AT&T Protect Advantage may also be eligible for same-day delivery of a replacement device. To qualify, be sure to complete your claim before 4 PM local time.
Also, after filing a claim, Asurion will give you instructions on how to return the device, and you must return it within 30 days. Otherwise, you will be charged up to $850.
You can also contact AT&T if you have questions regarding your claim. They have Support available from 8 am until midnight. If you wish to file a claim, do so within 60 days. AT&T will also do phone verification, so make sure you have your wireless security passcode with you.
As mentioned, be sure to also suspend your service before filing a claim. To suspend a service, just sign in to your account and go to Device Options. Then select Suspend Wireless Service and follow the on-screen prompts.
Did you qualify for a replacement device? If not, you can bring your own device as a replacement for your AT&T account. Just make sure your new device is compatible with AT&T’s network. If you don’t have device protection yet, we suggest you consider enrolling now, especially if you’ve recently activated your device. In addition to replacement coverage, you may be eligible for unlimited claims, including $0 screen repairs and battery replacements. Have questions about getting a replacement device from AT&T? Contact Customer Support for assistance.
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