AT&T Mobile Protection Pack

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Protection plus support

Mobile Protection Pack includes expert support and an app to help manage and secure your content for a single eligible device—all at an affordable cost.

And, if you’re claim-free for 6 or more consecutive months, you can save 25% to 50% off with declining deductibles!3 Once your claim is approved, you will receive your replacement as soon as the next day.2


You have 30 days to enroll in AT&T Mobile Protection Pack after you activate or upgrade your device. If you are a current Mobile Insurance customer, you can switch your enrolled number to Mobile Protection Pack at any time if you’re eligible.

See all eligible devices and deductibles >

Protect it with AT&T Mobile Insurance

  • Get protection for loss, theft, damage (including liquid damage), and out-of-warranty malfunction.
  • Receive your replacement device as soon as the next day.2
  • A non-refundable deductible will be charged to your wireless account for each approved claim. But, your deductible may be reduced when you go claim-free for 6 months or more.3
  • Support it with ProTech support4

    • Enjoy personalized service from a live, U.S.-based technical expert.
    • Make initial setup easy and get the most out of your device with customized feature and app recommendations.
    • Get advanced troubleshooting and comprehensive support for connecting your device to your car, home, and other electronics designed to work with it.

    Locate it with the Protect Plus app5

    • Locate your lost device.
    • Back up and restore content on your device.
    • Click-to-call ProTech support for device help.



    Get help now

    File a claim

      Call toll-free 888.562.8662 to file a claim within 60 days of losing your device. In most cases, you’ll receive your replacement phone or device as soon as the next day.

      · If your device was lost or stolen, contact AT&T Customer Care at 800.331.0500 to temporarily suspend your service and prevent unauthorized use.


      · If your device was damaged, return it using the prepaid shipping label provided with your replacement device. Non-return charges may be added to your AT&T wireless bill for failure to return the damaged device.


      You have 30 days after activating your new device to enroll in Mobile Protection Pack. Claims are limited to 2 approved claims within any consecutive 12 months, with a maximum device value of $1,500 per occurrence.
       

    Get support

      Just call toll-free 888.562.8662 to talk to an ProTech support specialist. You’ll get live, expert device help with setup, how-to processes, and troubleshooting.


      Hours of operation:
      Monday–Friday 7 a.m. to 11 p.m. CT
      Saturday–Sunday 9 a.m. to 9 p.m. CT
       

    Find your phone

      With the Protect Plus app, you can locate your lost phone with GPS or an alarm, and back up your contacts, photos, and videos.

      First, make sure your device is compatible.

      Once you enroll, text PROPLUS to 6583, and set up an account to activate. Or, you can download the Protect Plus app for Android™ or iOS® devices:

         

    AT&T Mobile Protection Pack FAQ

    Which devices are covered by AT&T Mobile Protection Pack?

      Eligible mobile phones and tablets on an active AT&T wireless plan are covered (excludes GoPhone®). Please see the full list of devices and their deductibles here. In general, eligible devices will have the following coverage:

      • Phones: Includes the wireless device, a standard battery, a standard battery charger, and a SIM card. If also part of the covered loss, you get your choice of one of the following accessories: a carrying case, an automobile cigarette lighter adapter, or a standard wired earpiece (not a specialty earpiece such as Bluetooth®).

      • Wireless Home Phone: Includes the wireless device, a power cord, a back-up battery, a phone cable, and a SIM card.

      • Netbooks or notebooks: Includes the wireless device, a standard battery, a standard battery charger, and SIM card.

      • Tablets: Includes the wireless device, a standard battery charger, a USB cable, and a SIM card.

    What types of losses are covered by AT&T Mobile Protection Pack?

      AT&T Mobile Protection Pack includes Mobile Insurance, which provides protection against lost or stolen devices, accidental physical or liquid damage, and out-of-warranty malfunctions.

    What is ProTech support?

      ProTech support is available to Mobile Protection Pack subscribers and offers access to U.S.-based expert technical support for your covered device and most items with which it connects. Call ProTech support at 888.562.8662.

    Hours of operation:

      Monday–Friday 7 a.m. to 11 p.m. CT

      Saturday–Sunday 9 a.m. to 9 p.m. CT

       

    What is the Protect Plus app?

      The Protect Plus app is available to Mobile Protection Pack subscribers. You must download and install the app on your device to manage your content and remotely locate, lock, and wipe your device. You can also click-to-call ProTech support for device help from the app. You must set up an account to activate the app. A free version of the app, with limited features, is also available for download.

       

    Are there deductibles?

      Yes, a non-refundable deductible will be charged to your wireless account for each approved claim. Deductible amounts are based on deductible tiers, and the standard deductible tiers are: Tier A for $25, Tier B for $50, Tier C for $125, Tier D for $199, and Tier E for $299 per approved claim depending on device model.

    What are declining deductibles

      Declining deductibles are available if you are enrolled and haven’t filed a claim for at least six consecutive months. Continuously enrolled customers who go claim-free for six months or more can get a 25% to 50% discount off the standard deductible.

       

    How do I file an insurance claim?

      To file a claim online, go to phoneclaim.com/att. To call to file a claim, call Asurion Customer Care at 888.562.8662.

    Hours of operation:

      Monday–Friday 7 a.m. to 9 p.m. CT

      Saturday–Sunday 8 a.m. to 8 p.m. CT

      If your device is lost or stolen, you should contact AT&T Customer Care at 800.331.0500 to temporarily suspend your service and prevent unauthorized use.

      You are required to return your damaged or defective 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 wireless account when your replacement device ships.

       

    How many claims can I file?

      You may file two (2) claims within any consecutive 12-month period, with a maximum replacement value of $1,500 per claim.

    What happens if I reach two claims in a 12-month period?

      Coverage automatically terminates, and you will be ineligible for AT&T Mobile Insurance for a period of 12 months starting from the date of your second covered loss.

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

      There is no waiting period.

    How many days do I have to file a claim?

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

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

      No. The devices must be owned or leased and in use on the mobile number enrolled.

    How quickly can I get my device once I submit a claim?

      As soon as next-day device replacement for your device: Claims approved by 5 p.m. CT will be shipped and, in most cases, delivered the next day for enrolled devices.1

    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. Claims for devices may be fulfilled with AT&T Certified Like-New equipment or other models of like kind and quality. Colors, features, and accessory compatibility are not guaranteed.

    Can I upgrade my device during the claims process?

      No. The terms and conditions of the Mobile Protection Pack program state that a replacement device similar type and quality will be provided for your claim. The insurance program is independent of the AT&T upgrade program. You should contact AT&T directly to determine upgrade eligibility.

    When can I enroll in Mobile Protection Pack?

      Generally, you must enroll within 30 days of activation or upgrade.

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