The main AT&T Asurion phone number and what it covers

AT&T Asurion handles device protection claims — damage, loss, and theft coverage for phones and tablets on AT&T plans. The main support line is 1-800-331-0500. This number connects you to Asurion representatives who handle claims, coverage questions, and device replacement orders.

When you call, have your AT&T account number and the phone number associated with your device ready. Asurion will ask which device you're claiming on and what happened to it. The call typically takes 10 to 15 minutes if you have the information they need.

This line operates Monday through Friday, 7 a.m. to 7 p.m. Central Time, and Saturday 8 a.m. to 5 p.m. Central Time. Sunday hours vary. Wait times are usually shortest early in the morning on weekdays.

Key Takeaways

  • Call 1-800-331-0500 to file a device damage, loss, or theft claim with Asurion.
  • Have your AT&T account number and the phone number of the affected device before you call.
  • Asurion operates Monday through Saturday with extended hours, and most calls are resolved in 10 to 15 minutes.
  • You can also file claims online through your AT&T account or the AT&T mobile app without calling.
  • A deductible applies to each claim, and the amount depends on your device and plan.

What information you need before calling

Asurion will ask for your AT&T account number first — this is the number on your bill, not your phone number. If you don't have it handy, you can find it by logging into your AT&T account online or checking a recent bill.

Next, have the phone number of the device you're claiming on. If the device is lost or stolen, Asurion may ask you to describe it (color, storage capacity, condition before loss). For damage claims, be ready to describe what happened — water damage, cracked screen, physical damage — and when it occurred.

If you're claiming on a device that's no longer working, Asurion may ask whether you've already tried basic troubleshooting. Have that information ready too, though the representative will walk you through it if needed.

Filing a claim without calling

You don't have to call to file a claim. Log into your AT&T account at att.com, go to the "My Devices" or "Device Protection" section, and select the device you're claiming on. The online form asks the same questions the phone line does — what happened, when it happened, and whether you want a replacement or repair.

The AT&T mobile app also has a claims option. Open the app, tap "My AT&T," then look for "Device Protection" or "File a Claim." The process is the same as the website.

Online claims typically process within one to two business days. You'll receive an email confirmation with your claim number and next steps. If Asurion needs more information, they'll contact you by phone or email.

Understanding deductibles and what happens after you claim

Each claim comes with a deductible — the amount you pay out of pocket. Deductibles range from $25 to $250 depending on your device and the type of coverage you have. Asurion will tell you the exact deductible for your device when you file the claim.

After you pay the deductible, Asurion either sends you a replacement device or arranges a repair. For lost or stolen devices, you'll receive a replacement phone, usually within 3 to 5 business days. For damage claims, Asurion may repair the device or send a replacement depending on the damage and your plan.

Replacement devices are typically refurbished (used but tested and restored to working condition), not brand new. They come with a 12-month warranty. You'll receive tracking information by email once the device ships.

What device protection actually covers

AT&T Asurion covers accidental damage (cracked screens, water damage, physical drops), loss, and theft. It does not cover normal wear and tear, intentional damage, or damage from misuse.

Coverage limits vary by plan. Some plans cover one claim per year; others allow two or more. Check your AT&T bill or account to see how many claims you have left in your coverage period. Most plans renew coverage annually.

If your device is still under the manufacturer's warranty, the manufacturer may repair it for free. Asurion claims don't affect your warranty, but filing a claim does use up one of your allowed claims for the year.

If you can't reach Asurion by phone

If the main number is busy or you prefer not to call, contact AT&T directly at 1-800-331-0500 and ask to be transferred to Asurion, or use the online claim process through your AT&T account. You can also visit an AT&T retail store — staff there can initiate a claim on your behalf, though you'll still need to pay the deductible and wait for the replacement device to arrive.

For billing questions about your device protection plan itself (whether you're enrolled, what your plan costs, or whether you want to add or remove coverage), call AT&T customer service at 611 from your AT&T phone or 1-800-331-0500. Device protection is separate from your phone plan, so billing questions go to AT&T, not Asurion.

Frequently Asked Questions

Can I file a claim if my phone is completely broken and won't turn on?

Yes. Asurion doesn't need the phone to work to file a claim. Describe the damage and what happened. If it's water damage or a cracked screen, Asurion will process the claim. If the damage is from misuse or intentional damage, they may deny it, but they'll tell you that when you call.

How long does it take to get a replacement phone?

Most replacements ship within 3 to 5 business days after your claim is approved and you pay the deductible. You'll receive a tracking number by email. Delivery typically takes 2 to 3 additional business days depending on your location.

What if I lose my phone and then find it after I file a claim?

Contact Asurion when ready at 1-800-331-0500 and tell them you found the device. They may cancel the claim if you do this before the replacement ships. If the replacement already shipped, you'll need to refuse it or return it. Check your claim paperwork for the return process.

Do I have to use Asurion, or can I buy device protection from someone else?

AT&T offers Asurion as the standard device protection option. You can decline it when you buy a phone or remove it from your plan anytime. Some carriers and retailers offer other protection plans, but if you're on AT&T, Asurion is the built-in option.

What's the difference between device protection and AppleCare or Samsung Care?

Asurion is AT&T's general protection plan that works with any brand of phone. AppleCare and Samsung Care are manufacturer plans specific to those brands. You can have both, but claims go to the plan you're using. Manufacturer plans sometimes offer faster repairs or better coverage for specific issues.