Claim FAQs

 

Q:  What type of device will I receive as a replacement?

A:  Lost, stolen or damaged device - Asurion may fulfill claims with new or refurbished replacement devices.

For device malfunction claims, including battery malfunction – NextGen Comunications may provide a replacement device.

In general, it's our goal to provide you with a replacement device (for an insurance or post-warranty claim) that is the same color and has the same features. If the same make and model isn't available, a similar make and model will be substituted. Color, feature and accessory compatibility aren't guaranteed.

 

Q:  When will I receive my replacement device?

A:  If your claim is submitted before 7pm ET Monday through Friday, you will receive your device the following day by 8pm ET.  If your claim is submitted over the weekend before 2pm ET, you will receive your replacement device on Tuesday by 8pm ET.

 

Q: What is the deductible when I file a claim?

A: A deductible applies when you file a claim for a lost, stolen or damaged device (based on device/model type and whether you receive a replacement or repair for select smartphones and subject to parts availability).  Deductibles may change from time to time, and you can find deductibles for your specific device on Asurion's website.

 

Q: How do I find my Device ID and the make and model of my device?

A: You may be asked to provide information about your device when filing a claim. You can find your Device ID, make and model on the My Devices page in My NextGen App.

 

Q: How do I track the status of my claim?

A: Upon submitting your claim you will receive via email a link to track the status of your claim.

You can also check the status of your claim or device return on Asurion's website by entering your NextGen Communications mobile phone number and PIN or last 4 digits of your social security number.