FAQ

Overview

What devices are covered by AT&T Multi-Device Protection Pack?

AT&T Multi-Device Protection Pack covers mobile devices that are connected to the AT&T wireless network and non-connected devices such as Wi-Fi tablets or laptops. Once you select a primary device (a device connected to the AT&T wireless network with a post-paid monthly voice or data plan), you will be able to add two additional devices which may be either connected or non-connected. These additional two devices can be added at any time after your AT&T Multi-Device Protection Pack purchase (claims for non-connected devices cannot be made until 30 days after MDPP enrollment. You can add these additional devices by filing a claim, calling ProTech support, or downloading the Protect Plus app. For a list of eligible devices, visit www.att.com/mdpp.

What types of things are covered by Multi-Device Insurance?

Lost, stolen, accidental or water damaged and out-of-warranty malfunctions, which could require repair or replacement on any of your eligible 3 devices.

What is AT&T ProTech for Multi-Device Protection Pack?

While you’re enrolled in AT&T Multi-Device Protection Pack, ProTech provides unlimited expert support for devices covered under Multi-Device Protection Pack, such as smartphones, tablets and laptops.

They can help you with initial set-up and customization, maximizing battery performance, managing storage, connecting to other devices and more.

What is the AT&T Protect Plus app and does it work on non-connected devices?

Protect Plus must be loaded on your primary device to give you the ability to locate, lock and wipe your device remotely. Protect Plus for non-connected devices is not available at launch, but will be coming soon.

Are there deductibles?

Yes, there are deductibles. For connected devices, deductibles are: $25/$75/$150/$225/$299 per approved claim depending on device model. For non-connected devices, deductibles are: $89 per approved repair of a tablet or laptop; $199 per approved claim for lost/stolen replacement of tablets; $299 per approved claim for lost/stolen replacement of laptops.

Can I get deductible discounts if I have no claims?

Declining Deductibles are available if you haven’t filed a claim for at least 6 months. Details are in the table below:

Declining Deductible Details

Standard Deductible

Claim free for 6 months from the incident date

Claim free for 12 months from the incident date

Tier A

$25

$18

$12

Tier B

$75

$56

$37

Tier C

$150

$112

$75

Tier D

$225

$168

$112

Tier E

$299

$224

$149

Repair (non-connected)

$89

$66

$44

Replace (non-connected)

$199 Tablets
$299 Laptops

$149 Tablets
$224 Laptops

$99 Tablets
$149 Laptops

Claims

How do I file a Multi-Device Insurance claim?

To file a claim, call Asurion Customer Care at 1-888-562-8662. Our hours of operation are: Mon – Fri 7am – 9pm CST; Sat – Sun 8am – 8pm CST. If your connected device is lost or stolen, you can contact AT&T Customer Care at 1-800-331-0500 to temporarily suspend your service and prevent unauthorized use. You are required to return your damaged or defective connected device using the prepaid shipping label provided with the replacement device. You must return the damaged or defective device within 10 days to avoid non‐return charges of up to $850.

If your device is lost or stolen, the requirement to return the device does not apply. However, if the lost device is found, you are required to return it by using the prepaid return label included with the replacement device.

How do I pay my deductible when I file a claim?

The deductible is automatically billed to your AT&T monthly billing statement when your replacement device ships.

How many claims am I allowed?

Six (6) shared claims between all three devices within any consecutive 12-month period with a maximum replacement value of $1,500 per claim.

Can I use all six claims against one device?

Yes, claims are shared across all registered devices so you can use all six claims for one device.

Is there a waiting period before I can file a claim?

There is no waiting period for connected devices. There is, however, a 30-day waiting period for non-connected devices. If a claim is made on a non-connected device within 30 days of enrollment, it will be denied. If a claim is made on a non-connected device more than 30 days after enrollment, it is considered an eligible claim.

How many days do I have to file a claim?

Claims must be reported within 60 days of the date of loss.

Can a single claim involve more than one device? For instance, if I have a workbag stolen with my tablet, computer and phone inside, does that count as one claim or three?

A situation like this counts as three claims. Each lost or stolen device requires a separate claim. Only three devices can be registered at one time.

Can I use one of the claims for a friend's device?

No. The devices must be owned or leased in your name.

How fast can I get my device once I submit a claim*?

As soon as next-day device replacement for connected devices. Claims may be fulfilled with new, AT&T Certified Like-New or other models of like kind and quality. To learn more about the AT&T equipment certification process, visit att.com/mobileinsurance. Colors, features and accessory compatibility are not guaranteed.

Devices which are not connected to the AT&T network (Wi-Fi laptops and tablets) are provided a repair or replacement (at the option of the Program Administrator). Devices will most often be repaired within 3 to 5 business days from the date Asurion receives the equipment.

*Claims approved by 5PM CST will be shipped and, in most cases, delivered the next day for connected devices. Non-connected device repair and replacement takes 3–5 business days after receipt of device by Asurion.

What type of replacement device will I receive?

Our goal is to fulfill claims with the same make and model. However, some models may no longer be available. When this happens, we attempt to match feature functionality and other device qualities when choosing a replacement.

Replacement equipment is provided for loss, theft, damaged and out-of-warranty malfunctions of connected devices. Claims for connected devices may be fulfilled with AT&T Certified Like-New equipment or other models of similar type and quality. Colors, features and accessory compatibility are not guaranteed. For non-connected devices, repair service and/or replacement equipment is provided (at the option of the Program Administrator). Six (6) claims within any consecutive 12 months with a maximum replacement value of $1,500 per claim.

Can I upgrade my device during the claims process?

No. The Coverage Certificate states that the replacement device will be of similar type and quality. The insurance program is independent of the AT&T upgrade program. You should contact AT&T directly to determine upgrade eligibility.

AT&T Protect Plus App

Can I get the AT&T Protect Plus app if I am not a Multi-Device Protection Pack or Mobile Protection Pack subscriber?

No. You must be enrolled in the Multi-Device Protection Pack or Mobile Protection Pack to download the AT&T Protect Plus app. Once enrolled, you can download the app at no additional monthly charge.

How do I download the AT&T Protect Plus app?

Getting started is easy and takes just a few minutes! There are a couple of different ways to get the AT&T Protect Plus app: From your mobile device:
1. Text PROPLUS to 6583
2. Click the link in the text message sent to your device to download the app
3. Once the download is complete, click on the Protect Plus app icon to launch the app and complete the simple account setup
From the web:
1. Click on 'AT&T Protect Plus App' tab at the top of the page to get started
2. Choose your device's operating system
3. Follow the instructions in the App Store/Market (depending on your device operating system) to download the app
4. Once the download is complete, click on the Protect Plus app icon on your device to launch the app and complete the simple account setup You can also find the AT&T Protect Plus app in the AT&T App Center or in the operating system market (e.g., Google Play) by searching for AT&T Protect Plus app.

Cracked Screen Repair

How do I know if I’m eligible for cracked screen repair?

Cracked screen repair is currently available in select markets and for select devices. Upon initiating a claim, a series of questions about your device, location and type of damage will determine if you are eligible for cracked screen repair on your device, in your area.

Which types of damage are eligible for cracked screen repair?

If you file a claim for a cracked or broken screen, you are eligible for cracked screen repair.

Which devices are eligible for cracked screen repair?

At this time, we offer repair on a select list of smart phone models. As you go through the claim process, you will be offered the cracked screen repair option if your device is eligible.

Does the repair option count towards your claim limit?

Yes, the repair of your cracked screen counts as a claim against your claim limit, just as replacement device would if you chose that option.

When do I pay my deductible?

The deductible will be billed to your account upon completion of the repair.

How long does it typically take to complete a repair?

The average time required to complete a repair is approximately one hour; we schedule appointments for two hour windows to allow for drive time and for the potential additional time for complex repairs.

What if I need to reschedule or cancel my appointment day/time?

It’s as easy as contacting Asurion and requesting your appointment be rescheduled or canceled.

What is the time window that I need to be available for?

The appointment windows are two hours, and most repairs are completed within an hour.

How much does it cost?

The repair deductible is $89, which is applied to your monthly bill once the repair is completed.

Do declining deductibles apply for repair?

Declining deductibles do not apply to cracked screen repair claims; the repair deductible is $89, applied to your monthly bill once the repair is completed.

Is there a warranty for the device if it’s repaired?

Yes, a 12 month warranty is provided on your device. Screen repair- may void the manufacturer warranty. If your device is repaired by an Asurion certified technician and you experience a device issue within 12 months of the repair date, contact Asurion directly at 888-562-8662.

What’s the latest time a tech could repair my device?

The earliest appointment is 9-11am and the latest appointment available is 5-7 pm, Monday thru Saturday, local time. Appointments must be scheduled by 2pm local time to qualify.

What kind of parts will be used in my repair?

Repairs may use new or refurbished parts and may contain original or non-original manufacturer parts.

Is my technician certified?

All repairs are performed by an Asurion-certified technician.