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 and active on their wireless phone bill for the month claimed.
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 require that you file your claim prior to getting your phone repaired.
What if I got my phone repaired before submitting my claim?
You must file a claim online and receive authorization from your adjuster BEFORE getting your phone repaired or replaced or your claim will be denied.
If the cost to repair my phone is more than the value of the phone itself, how is the claim handled?
The repair of your phone is limited to the "current value" of the phone. Reimbursement is determined for the current replacement value of a like kind and quality device (minus the deductible). We will either repair or replace your device, whichever is the lesser cost of the two. If you decide to replace your phone, we request your device for salvage. If you decide to repair your device, we issue you the amount for which we would salvage the device and the difference would need to be covered out of pocket.
What if my phone can’t be repaired and needs to be replaced?
If your phone is deemed beyond economical repair, then there are two possible outcomes. You will receive a replacement device from the repair facility if possible and if not, you will be provided with a location to purchase the device for the reimbursement amount. You may choose to purchase the device at the recommended site or add funds to purchase a device of your choice at any location. The reimbursement amount is determined by your adjuster for the current replacement value of a like kind and quality device. You should receive a reimbursement check minus the $50 deductible within 10 business days.
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 typically send you an email within 2 business days 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 pay the repair facility for the repair costs beyond the deductible. The total time it takes to finalize the claim process depends on how quickly you respond to requests for information and actions.
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 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, and/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 or where there are no visible signs of forced entry
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.
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*Worth Ave. Group serves as the administrator of the Mobile Phone Coverage and assumes and performs administrative obligations, including but not limited to, adjudication of any claims. Worth Ave. Group's insurance policies are underwritten by the Hanover Insurance Group. There is a 30-day waiting period for claims resulting from Accidental Damage, Mechanical Failure, and Manufacture Defect. Damages that occur within this waiting period will not be covered. There is no waiting period for theft claims. The primary account holder can file a claim for any phones owned by them. Certain terms, conditions, and limitations apply to Mobile Phone Coverage, so it is important that you carefully review the “Electronic Device Protection Policy Summary - Terms and Conditions”