Frequently Asked Questions

MOBILE PHONE COVERAGE

What is Mobile Phone Coverage?

Mobile Phone Coverage provides insurance coverage for the labor/parts necessary to repair or replace your eligible device in the event of a covered claim for Accidental Damage, Mechanical Failure, or Theft. Our flexible plan covers both new and used cell phones and smartphones and has a very easy online claims process. Additional terms, conditions and limitations apply to these benefits, so it is important that you carefully review the Electronic Device Protection Policy Summary - Terms and Conditions.


Who can file a claim?

The primary account holder can file a claim for any phones owned by them with a limit of up to 2 claims per consecutive 12 month period. Each claim has a limit of $500 minus a $50 deductible.


What phones are covered?

All phones owned by the primary account holder.


How would I prove ownership?

Any phones listed on your mobile carrier's contract showing the device make and model would be proof of ownership. Additional proof of ownership may include your original purchase receipt, bill of sale, or iCloud documentation.


How many claims can be filed?

Only 2 claims can be filed under the account per each consecutive 12 month period.


We have 3 account holders on the account. Can we each file 2 claims?

No, only 2 claims can be filed under the account per each consecutive 12 month period. The primary account holder must file the claim.


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

You are eligible to file a claim for accidental damage or mechanical failure beginning 30 days after your benefits begin. Damages that occur during the waiting period are not covered. There is no waiting period for theft claims.


Do I need to register my mobile phone in advance of a claim?

No, based on the ownership of your account, you are eligible for this coverage on all phones you own now or in the future. You will need to provide information about your eligible device only when filing a claim. We request that you file your claim prior to getting your phone repaired.


What if I got my phone repaired before submitting my claim?

You will need to file your claim online. The claims administrator will ask you to submit a copy of the repair receipt to them. The reimbursement amount is determined after the adjuster verifies the serial number and damage on the receipt matches the description on the claim. The repair reimbursement will be determined based on reasonable and customary pricing (minus the deductible).


What is my deductible?

The deductible for each claim is $50.00.


How do I file a claim?

1. Call your Program Sponsor and let them know you would like to file a claim.

2. They will validate your eligibility and notify the insurance administrator that you will be submitting a claim.

3. A copy of the notification will be sent to you along with a link to the online claim form.

4. Complete the claim form and provide all the requested documentation within 90 days following the date of the damage or theft.


How does the claim process work? What happens after I enter my information to the online claim form?

A claims adjuster will send you an email within 1 business day with instructions to begin the repair process and provide you with the location of an approved local repair facility in your zip code. You will pay the deductible to the facility when you take your phone for repair. The administrator will take care of the repair costs directly with the facility.


What if there is not an approved local repair facility near me?

The claims adjuster will work with you to determine the best and most convenient facility for you to take your device. We request that an estimate be sent to the adjuster for approval prior to the repair. You will pay the cost for the repair and submit your receipt to the administrator for reimbursement. You should receive a reimbursement check minus the deductible within 10 business days.


What if my phone can’t be repaired and needs to be replaced?

It will be your responsibility to replace your device. Copies of the replacement receipt will need to be sent to the adjuster along with the information on why the device could not be repaired. Reimbursement is determined for the current replacement value of a like kind and quality device. You should receive a reimbursement check minus the deductible within 10 business days.


What documentation will I need for a claim for THEFT of an eligible mobile phone?

You should notify the local police immediately upon discovery of the theft of your mobile phone. A copy of the police report and proof of ownership of the stolen device will be required. Proof of ownership may be your original purchase receipt, bill of sale, iCloud documentation, or your mobile carrier contract showing your device make and model.


What happens if I don't submit all the required documentation requested?

The claim is left open for 4 weeks. After 2 weeks if we haven't heard from you, we will send you a reminder notification. After 4 weeks, the claim will be closed.


If my mobile phone is still under the manufacturer's warranty can I place a claim?

Yes, you can place a claim for Accidental Damage. For Mechanical Failure you can place a claim upon the expiration of the shortest portion of the original manufacturer's warranty.


If I damage my mobile phone or mechanical failure occurs during my 30-day waiting period after my eligibility has been established, but I wait until the end of the 30-day waiting period to file a claim, will my claim be paid?

This policy does not cover any damages that occur within the 30-day waiting period.


What is not covered under this plan?

The following are not covered under this insurance plan:

A. loss or damage caused by fire, flood, vandalism, natural disaster or power surge due to lightning

B. loss or damage caused by or resulting from corrosion, rust or changes in humidity or temperature

C. loss for Cosmetic damage

D. loss or damage caused by your dishonesty

E. loss or damage to electrical equipment caused by electricity

F. loss or damage caused by your intentional damage

G. loss or damage caused directly or indirectly by nuclear reaction

H. loss or damage that is caused by or resulting from theft from an unattended unlocked vehicle

I. loss or damage where the loss is caused by mysterious disappearance

J. loss or damage caused directly or indirectly by war or a warlike action

K. loss or damage caused by or resulting from wear and tear

L. Video games, DVD’s, CD’s, MP3 files, ringtones, contact lists, video screen savers, headphones, applications, programs, pictures, video files, audio files and data, and merchandise for sale

M. Programs - this includes software programs

For complete details, please refer to your Electronic Device Protection Policy Summary - Terms and Conditions


Are cracked screens covered?

If the damage occurred from a covered incident, yes.


Are software issues covered?

No, your Policy does not cover video games, DVDs, CDs, MP3 files, ringtones, contact lists, video screen savers, headphones, applications, programs, pictures, video files, audio files and data, and merchandise for sale. Programs are considered software.


When is theft from an unattended vehicle covered?

We will cover loss or damage that is caused by or resulting from theft from an unattended vehicle when it is securely locked, its windows are fully closed, and there is visible evidence that entry into the vehicle was forced. A police report is required.


I have insurance through my wireless provider. Will this plan still pay?

In no event will this plan provide duplicate benefits to you; however, if you receive benefits from your wireless provider's insurance and paid a deductible, you can file a claim on that deductible. Documentation from your wireless provider's insurance showing they paid your claim will be required. You would then be reimbursed for the wireless provider's deductible, (minus our deductible).


I’ve filed a claim through the online portal and haven’t received an email or call from a claims adjuster after 2 business days?

Call the Claims Department at 1-877-210-7401 . Adjusters are available Monday through Friday, anytime between 8 AM and 5 PM, Central Time.


I’ve submitted all my information for reimbursement more than 10 business days ago and have not received a check. What do I do?

Call the Claims Department at 1-877-210-7401. Adjusters are available Monday through Friday, anytime between 8 AM and 5 PM, Central Time.


Who is NXG Strategies? What part do you play in the mobile phone coverage?

NXG Strategies is the provider of the mobile phone coverage program. Their role is to work with your Program Sponsor to make these services available to you. Your Program Sponsor is providing the entitlement to these services through your account relationship. Claims are administered through Worth Ave. Group.


Who is Worth Ave. Group?

Worth Ave. Group is a consumer electronics insurance provider. The company is best known for offering iPhone insurance policies. Worth Ave. Group's insurance policies are underwritten by Hanover Insurance Group. The company was founded in 1972.