Asurion is Verizon's device protection partner, and you reach them through Verizon's customer service line

Asurion handles device protection claims for Verizon customers — damage, loss, and theft coverage on phones and tablets. You do not call Asurion directly. Instead, you contact Verizon at 1-908-559-4899, and Verizon routes your claim to Asurion's claims team. This is the fastest path because Verizon verifies your account and coverage before the claim moves forward.

If you have already filed a claim and need to check its status, you can also reach Asurion through the Verizon My Fios app or the My Verizon app, where claim tracking appears under your account. Some claims can also be managed through the Asurion website directly once Verizon has initiated the claim on your behalf.

Key Takeaways

  • Call Verizon at 1-908-559-4899 to start a device protection claim; Verizon will transfer you to Asurion's claims team.
  • Have your phone number, account PIN, and a description of the damage or loss ready before you call.
  • You can track an existing claim through the My Verizon app or by logging into your Verizon account online.
  • Asurion typically requires a deductible payment before sending a replacement device, and the amount depends on your plan and device type.
  • Replacement devices usually arrive within three to five business days after your claim is approved and payment is processed.

What information you need before calling

Gather these details before you dial so the call moves faster. You will need your Verizon phone number, your account PIN (the four-digit code you set up with Verizon), and a clear description of what happened to your device — whether it was dropped, water-damaged, lost, or stolen.

If your phone was stolen, have the police report number ready. If it was lost, know the last place you had it. If it was damaged, describe the damage as specifically as you can: "cracked screen," "won't turn on," "water damage." The claims agent will ask follow-up questions, but starting with these details prevents you from having to call back.

The claim process after you call

Once you reach Asurion through Verizon, the agent will confirm your device protection coverage is active and ask you to describe the incident. They will tell you the deductible amount — this varies by device and plan, typically ranging from $99 to $299 for phones. You will pay this deductible before a replacement is sent.

After you approve the deductible and the claim is filed, Asurion will send you a replacement device. Most replacements ship within one to two business days and arrive within three to five business days. You will receive a tracking number via text or email. The original device does not need to be returned in most cases, though Asurion may ask you to destroy it or remove the SIM card.

Checking your claim status without calling

If you have already filed a claim and want to check where it stands, open the My Verizon app on your phone. Tap the menu icon, select "My Plans," then look for "Device Protection" or "Claims." Your active and past claims will appear with status updates.

You can also log into your Verizon account on a computer at verizon.com, navigate to "Account," and look for "Claims" or "Device Protection." If you have the claim reference number from your call, you can also visit the Asurion website directly and enter that number to track progress. Claim status updates also arrive by text or email, so check those channels if you do not want to log in.

What to do if you cannot reach Verizon by phone

If the phone line is busy or you prefer not to call, you can start a claim through the My Verizon app. Open the app, go to "Device Protection," and select "File a Claim." You will answer questions about what happened, and the app will guide you through the process. This route takes longer than a phone call — typically 24 to 48 hours for an agent to review — but it works if you cannot reach someone when ready.

You can also visit a Verizon store in person and ask a representative to file the claim for you. Bring your phone and your ID. Store staff can often process straightforward claims on the spot and give you a claim reference number before you leave.

Deductibles and what they cover

The deductible is what you pay out of pocket when a claim is approved. Asurion charges different amounts depending on your device and your specific plan. A newer flagship phone might have a $299 deductible, while an older or less expensive phone might be $99 to $149. You can find your exact deductible by logging into your Verizon account or calling 1-908-559-4899 before you file a claim.

The deductible covers accidental damage (drops, water, cracks), loss, and theft. It does not cover normal wear and tear, intentional damage, or damage from misuse. Once you pay the deductible, Asurion sends a replacement device — usually a refurbished phone of the same model or a comparable newer model if yours is no longer available.

If your claim is denied

Asurion may deny a claim if the damage appears intentional, if the device was damaged before coverage started, or if the incident falls outside the coverage terms. If your claim is denied, you will receive a letter or email explaining why. You can appeal the decision by calling Verizon at 1-908-559-4899 and asking to speak with a supervisor, or by responding to the denial letter within the timeframe provided.

Keep any photos of the damage and documentation of the incident — police reports for theft, receipts showing when you bought the coverage, or messages showing when the damage occurred. These help support an appeal.

Frequently Asked Questions

Can I file a claim if my phone is still under warranty?

Yes. Device protection and manufacturer warranty are separate. Warranty covers defects in the device itself, while device protection covers accidental damage, loss, and theft. You can use whichever covers your situation, but you cannot claim both for the same incident.

What happens if I lose my phone and then find it later?

Contact Asurion when ready through Verizon at 1-908-559-4899 to cancel the claim before the replacement ships. If the replacement has already been sent, you may be able to refuse it or return it. Asurion will explain your options based on where the claim is in the process.

Do I have to use the replacement device Asurion sends, or can I choose a different phone?

Asurion sends a specific replacement based on your device and what is available. You cannot choose a different model. If you want a different phone, you would need to purchase it separately through Verizon.

How long does device protection coverage last?

Device protection is tied to your Verizon plan and renews monthly. It continues as long as you keep the plan active and pay the monthly premium. If you cancel the plan or remove the device, coverage ends.

Can I file a claim if I am outside the United States?

Yes, but contact Verizon first to confirm your coverage applies internationally. Some plans limit device protection to the US only. Call 1-908-559-4899 or contact Verizon customer service through the app to verify before filing.