How our claims process works
1. Tell us what happened
We'll ask a few questions to find out what is wrong with your device and whether you're eligible for a repair or a replacement.Start a claim
2. Choose an option
Based on what's wrong with your device, we'll provide a few options for your repair or replacement.
3. Track your claim
We'll get you a working device as fast as we can - stay updated every step of the way!Track a claim
What's my deductible?
Tell us about your device. Get an estimate—your deductible or claim services fee depends on which protection plan you have.
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Need to upload claim documents?
Providing documentation helps verify your account. If we’ve requested documentation for your claim, you can upload it here.
| Replacement device shipping schedule* | |
|---|---|
| Claim completed | Delivery day |
| Before 7pm ET on Monday–Friday | Next day |
| Before 12pm ET on Saturday | Monday |
| Anytime on Sunday | Tuesday |
Shipping cost is included for all replacement devices.
Frequently asked questions
Lost or stolen device?
Is your phone screen cracked?**
View terms and conditions
* Replacement devices may be new or refurbished of the same or a like kind and quality model. Phone color, brand, model, and features may be different. Compatibility of accessories is not guaranteed. Claims fulfilled with a replacement device and approved by 7 p.m. ET will be shipped and, in most cases, delivered the next day. Deliveries to Alaska, Hawaii, Puerto Rico, and the U.S. Virgin Islands cannot be shipped for next day delivery.
** Cricket Protect: $29 deductible applies. Each screen repair will be accounted for in your claim limit. Limited to eligible devices in select areas. Newly launched device models may not be eligible for repair. Visit asurion.com/claims/cricket or call 855-309-8342 to check current eligibility. Same-day repair option depends upon claim approval time and technician availability. Repairs are performed by an Asurion-certified technician and come with a 12-month warranty. Repairs may use new or refurbished parts; may contain original or non-original manufacturer parts; and may void the manufacturer warranty. Some colors of eligible devices are not covered. Eligible devices and available areas are both subject to change at any time. Cricket Protect Plus:$29 deductible applies. Limited to eligible devices in select areas. Newly launched device models may not be eligible for repair. Visit asurion.com/claims/cricket or call 855-309-8342 to check current eligibility. Same-day repair option depends upon claim approval time and technician availability. Repairs are performed by an Asurion-certified technician and come with a 12-month warranty. Repairs may use new or refurbished parts; may contain original or non-original manufacturer parts; and may void the manufacturer warranty. Some colors of eligible devices are not covered. Eligible devices and available areas are both subject to change at any time.
Asurion is trusted by 300 million worldwide.
