I accidentally dropped my week-old HTC Aria on the cement and the screen cracked.
Does AT&T phone insurance cover break screens?
Yes, AT&T will replace an HTC, iPhone, or any other phone with a cracked screen. They’ll also replace lost or stolen phones, as long as you’ve purchased AT&T insurance. Here is what you need to know:
- When you arrange for a replacement phone or file a claim under the AT&T insurance program, you do so over the phone or online —not in-store.
- You will need to answer a few questions through an automated process before a representative contacts you.
- iPhone insurance is covered through a different carrier (AppleCare+) than other AT&T phone brands (Asurion).
- Insurance coverage is limit to two replacement phones per year, but there are protection plans for multiple devices.
- Return the phone and battery to the package they sent you, following the instructions they sent you.
- For your protection, you’ll want to erase all data from your phone before you return it.
- Keep your SIM card to use in your new phone.
- The deductible charge will be on your next AT&T phone bill.
- It only takes a few days to get a new phone through the insurance program. Replacement are usually shipped via overnight delivery.
- I had no problem replacing my new phone, but for an older model, an upgrade may make more sense than a replacement. Asurion insurance does not guarantee you a new phone of the same model; you can get a refurbished one, or “ different pieces of equipment of the same type and quality .”
- When you file an AT&T insurance claim, the insurance company is actually Continental Casualty Company in California. They underwrite the policy and the AT&T representative acts as the claims adjuster. They may use other insurance companies in other states.
- The representative will ask how the phone was damage or lost to determine if it is cover like an auto or home insurance representative.
If you don’t have phone insurance
If you are uninsured, it is generally a bad idea to file a homeowners insurance claim because multiple claims can increase your rates. Instead, see if the credit card you used to buy the phone offers a consumer protection policy.
How I replaced the new phone that I broke
I had only had my AT&T HTC Aria for a week when I dropped it on the concrete from about four feet. He just slipped out of my hand, which to me is a pretty normal occurrence; it usually puts a ding or two on the phone, but nothing major happens.
Well, this time, the phone landed screen-side down and shattered. Maybe the phone was drop in the perfect way to compromise the screen, or the Aria device’s screen is a bit fragile. I was irritated
The next morning I ran to the AT&T store to get a replacement but they were overwhelmed and said they couldn’t help me file a claim. I had to call the AT&T insurance phone since I had purchased their insurance policy (actually it is the ACCC insurance company).
The strange thing is that I never buy cell phone insurance because I think it’s a bad deal for consumers. But last summer I saw how easily a phone could be destroyed with a little water damage. This poor girl had saved her money to buy an iPhone. On the houseboat, she placed it next to a sink to recharge it. A child washing his hands in the sink splashed some water on the iPhone and fried it, and she had no insurance. After seeing how her phone was destroyed by some water, I added insurance to my plan. So it didn’t occur to me that it would cover the damage from the cracked screen.
Making the insurance claim was very easy. I answered a few questions over the phone for the person who acts as insurance adjuster. Then a representative got on the line and said a new phone would be shipped via overnight delivery. There would be a $50 deductible on my next bill and I would be able to receive email alerts on delivery progress.
How I replaced the new phone that I broke online
I got the email that day saying the new Aria phone had shipped and the next day the phone arrived. I opened the phone, put in my SIM card and battery, and it was up and running.
Then I put the old phone back in the box the replacement phone came in, put the AT&T-provided label on the box, and took it to the post office. I was able to keep the extra battery charger and headphones (which I never use) from my old phone.
One of the things that struck me is how easy it is to switch between Android phones if you use Google for mail and calendar. I highly recommend switching to Google Mail for Small Business. Within about five minutes, I had my new phone set up and all my Google information was syncing: contacts, calendars, and email.
AT&T gets a lot of complaints about the quality of their network, but my experience with your phone’s insurance department when filing a claim and getting a new phone was a breeze. Good job, AT&T!
This article is accurate and true to the best knowledge of the author. The content is for informational or entertainment purposes only and is not a substitute for personal advice or professional advice on business, financial, legal or technical matters.
