Premium Handset Protection FAQs

How do I file a claim?
Our claims site mymetroclaim.com will be the easiest way to file your claim. You may also call Assurant at 1-800-316-2075 and a Care Specialist will help you through the process. You’ll need the following information:

  • Your mobile number
  • Make and model of your device
  • Electronic Serial Number or IMEI
  • What happened to your device and the date it happened
  • Credit card, debit card or eCheck to cover the deductible

Note: To file a claim for an incident that happened before July 1, 2019, visit phoneclaim.com/metro.

What if I can't find the serial number (IMEI) for my device?
Your 15-digit IMEI number is typically located underneath the battery but you can also check your device’s original packaging or purchase receipt. If your device is still working, dial *#06# to display the IMEI number. For some manufacturers it’s found in the settings. You can also call your mobile carrier to get it.

How many times can I file a claim?
You have access to a two-claim limit within a rolling 12-month period, based on the date of the first repair or replacement. Once the claim limit is reached, coverage is terminated. You can file a claim by going to mymetroclaim.com or by calling Assurant at 1-800-316-2075.

How long do I have to file a claim?
We encourage you to file a claim as quickly as possible to minimize your downtime. Refer to your coverage documents for details on whether you must file a claim within a specified amount of time.

Why am I being asked to scan my ID?
Identity verification protects your identity and ensures that only an authorized individual is utilizing the benefits of the program.

I’m getting an error related to the quality of my ID Scan. I need help!
To complete the ID scan process, you’ll need to take a clear picture of your ID. Here are some useful tips!

  • Put your ID on a flat surface when taking the picture.
  • Use a flat surface to provide some background contrast to the ID/document and ensure there’s a visible, darker border around the ID/document.
  • Don’t angle your camera to avoid a skewed picture.
  • Make sure all four edges and corners of the ID/document are clearly visible.
  • Avoid glare and shadow on both the front of the ID and the barcode on the back.
  • Aim for well-lit images (no flash), in sharp focus, and not rotated.
  • Provide two images when loading a driver’s license; one for the front and one for the back. If you load the same image twice, we can’t verify the identification and it’ll delay your claim.
  • Use the main page only when loading a passport, and make sure it’s a clear photo with the barcode included.
  • Remember the file size should be less than 5MB.

Note: If the image doesn’t follow these guidelines, we won’t be able to verify the identification and it’ll delay your claim.

What do I do if I can’t take a picture of my ID with my phone?
Borrow a friend’s or family member’s device or upload a previously saved picture of a Government Issued ID that adheres to the guidelines listed above.

Why am I being asked for additional info to complete my claim?
It helps us verify your info and deters fraudulent claims. Completing this documentation helps protect you.

How do I submit a claim form or additional documentation?
Follow these steps to send us the necessary info to complete your claim:

  1. Go to Contact Us in the middle of the page
  2. Select Document Upload as your inquiry purpose and click Choose File to select the document(s) you are uploading
  3. Then enter your Name, Email Address, Claim Number and Mobile Phone Number
  4. After you check off the “I’m not a robot” box, click Submit

Can I fax my claim documents?
Yes. Please fax your documents to 1-866-450-4080 and allow 24 hours for processing. Be sure to include your Name, Email Address, Claim Number and Mobile Phone Number on your documents.

Why do I need to return my damaged device?
Once your claim has been approved, the claimed device becomes property of the company providing your coverage and must be returned to Assurant® using the instructions provided.

Don’t forget!

You must return your damaged device within 15 days. Otherwise, you’ll be charged a fee of up to $2,000. In no event will the fee be greater than the value of the replacement device. Don’t let this happen to you! Mail your damaged device within the time allowed! Please refer to your coverage documents for details!

How do I return my damaged device?
We provided you with instructions on how to return the device, along with prepaid shipping materials in your replacement box. Check out the steps at the top of the Quick Start Guide.

If you’re returning an Apple® device please refer to the Apple Device Owner's card, enclosed with your replacement device, for instructions on how to unlock your device, disconnect it from iCloud, and erase its content before returning it to us.

How can I confirm that you received my damaged device?
If you provided your email address when filing your claim, we’ll send you a confirmation email when we receive your damaged device.

I can’t find the mailing label I need to return my damaged device. What should I do?
If you’ve misplaced the mailing label needed to return your damaged device to Assurant, don’t worry! You may obtain a replacement mailing label following these three easy steps:

  1. From the Homepage, start at the File, Continue or Track My Claim box. Enter your mobile number or serial number, complete the security check and click Submit. Once your number has been verified, click Track My Claim.
  2. Enter your ZIP code and click Submit.
  3. Click the My Return Instructions tab located at the top. Then click Return Receipt Label to download your label in PDF format.

You may also contact us by phone, by email, by fax or through our contact us form.

How do I check my claim status?
The fastest and easiest way is by visiting the Homepage on this site and following these three simple steps:

  1. From the Homepage, start at the File, Continue or Track My Claim box. Enter your mobile number or serial number, complete the security check and click Submit. Once your number has been verified, click Track My Claim.
  2. Enter your ZIP code and click Submit.
  3. Tabs will appear at the top of your screen providing you with additional info as you move through the claims process. Simply click on each tab for details.

Is Premium Handset Protection Program® (PHP) available in every state?
PHP is currently available in all states except Connecticut, New Jersey and New York.

Where can I add Premium Handset Protection Program® (PHP)?
At any Metro® by T-Mobile store. You can also call Metro at 1-888-8metro8.

When can I add Premium Handset Protection Program® (PHP)?
Device Protection may only be added during a "qualifying event". Typically, this is within 7 days of the purchase (order date) of a Metro by T-Mobile branded device from an authorized Metro by T-Mobile store or online order. Qualifying events apply to new activations or upgrade devices with no previous network history. BYOD phones are not eligible for PHP.

What does PHP include?
Premium Handset Protection® (PHP) includes insurance benefits covering loss, theft, accidental damage (including liquid damage), and mechanical or electrical breakdown after the manufacturer’s warranty expires.

Check out the Program Info for additional coverage details such as deductibles, exclusions, and provider information.

In addition, PHP also provides content protection with McAfee® Security for Metro by T-Mobile with ID Theft Protection. McAfee® protection includes:

  • Security against online threats, viruses, data loss and risky apps
  • Access to register up to 10 devices with one account, including smartphones, tablets, PCs and Macs. Not available on IoT devices.
  • Ability to track a lost device, sound an alarm and lock and wipe data remotely
  • ID protection to detect identify theft and help protect you from fraud
  • Password management with the True Key™ app

Start protecting your devices by downloading the McAfee® Security for Metro® app in your app store.

How much does Premium Handset Protection® (PHP) cost per month
The monthly cost of PHP is $6 per device. The monthly cost of $6 is made up of $3 for insurance coverage and $3 for McAfee Security for Metro by T-Mobile. Insurance device protection can be purchased separately for a monthly cost of $3 per device. McAfee Security for Metro by T-Mobile can also be purchased separately for a monthly cost of $3 per device. The monthly cost is billed as a separate charge to your wireless service account.

Where can I view my terms and conditions for PHP (coverage documents)
After you enroll, your coverage documents will be delivered to you. You can also come back to this site and view your coverage documents by going the My Documents tab and entering your mobile number. Note: Be sure to save the PDF where you keep your other important documents. Your coverage documents can only be viewed here for the first two years after enrollment.

What is McAfee Security for Metro by T-Mobile with ID Theft Protection?
The suite of McAfee products includes:

  • Antivirus and data security protection for up to 10 devices with the McAfee Security for Metro app.
  • Premium password management with the True Key™ app
  • Identity Theft Protection with cyber monitoring, 24/7 live assistance for lost wallet coverage, identity fraud support and more.

What potential threats does McAfee Security for Metro by T-Mobile protect against?
McAfee Security for Metro by T-Mobile with ID Theft Protection helps you:

  • Keep your identity and devices secure against the latest viruses, malware, and online threats.
  • Ensure apps aren’t more intrusive than expected.
  • Check for URL, developer reputation and risky app sources.
  • Remove risky apps with one-tap uninstall.
  • Get warned when apps are stealing your data and easily quarantine bad apps.
  • Block infected and phishing websites.
  • Be warned of unsecured Wi-Fi connections and hotspots.
  • ID Protection has proprietary technology that scans online black markets and alerts you when your personal or financial info is at risk.
  • Cyber Monitoring analyzes millions of data points in real time to alert you if your data is being misused.
  • Lost Wallet helps you cancel and reissue wallet contents like ID, credit cards, medical cards and more if you lose your wallet.
  • ID Restoration Service: Dedicated agents provide guidance and can even act on your behalf to help you restore your identity if it’s stolen.
  • $1M Identity Theft Reimbursement covers you for qualifying ID recovery costs like lost wages, legal fees, and fraudulent bank charges. Feature not available to residents of New York or Puerto Rico. Subject to terms and conditions.

How do I activate or register McAfee Security for Metro

  • Follow the link for the McAfee Security for Metro app from the text message you received or download it directly from the app store.
  • Create an account with your mobile number and email address
  • Turn on the requested permissions
  • Click “Set up” on the home screen to enable your premium features

How do I ensure that my content is protected?
Register your mobile number via the McAfee Security for Metro app, follow the simple directions in the set up process and be sure to provide the requested permissions to enable full protection. For more information on McAfee® security and protection, please visit mcafee.com/metrobyt-mobile.

How many devices are covered under McAfee Security for Metro?
You can add the McAfee Security for Metro software to up to 10 eligible household devices per account.

How do I protect additional devices?
After registering your initial device, simply open the McAfee® Security for Metro® app and tap on “My Devices/Protect More Devices” to send a download link by email or text.

What devices does McAfee Security for Metro support?
After registering your initial device, simply open the McAfee® Security for Metro® app and tap on “My Devices/Protect More Devices” to send a download link by email or text.

McAfee Security for Metro supports:

  • iOS phones and tablets
  • Android™ phones and tablets
  • Windows® computers
  • Macintosh® computers
  • Wearables & smartwatches
  • Note - not available on IoT devices

How do I locate a lost or stolen device and protect its data?
Log into metro.mcafeemobilesecurity.com with your McAfee account information to:

  • Locate your device on a map
  • Sound an alarm to help pinpoint the device’s location
  • Initiate a Thief Cam “selfie” that takes a picture of whomever is holding your device
  • Remotely lock and wipe your data to protect your privacy

Note: the experience may vary based on the type and model of your device.

What are the system requirements for the McAfee Security for Metro app?
Visit www.mcafee.com/systemrequirements for the latest information on compatibility and requirements.

What is True Key?
It’s an application you can download on all your devices to remove the hassle of passwords. True Key™ works in the background to make your current passwords stronger, remember them, and instantly log you into an unlimited number of websites and apps– so you don’t have to. And the information is securely synched across your devices so it’s available when and where you need it.

How do I get access to my premium True Key features?
To activate your premium True Key service the you must –

  • Download and register your McAfee Security for Metro app.
  • Log into your McAfee account at: www.mcafee.com/myaccount
  • Find the True Key activation code at the bottom of the page.
  • Download the True Key App
    • Choose settings
    • Click True Key Profile
    • Enter the McAfee True Key activation code for premium access

What can I store in my True Key app?
The True Key app provides a secure place to store sensitive personal data of all kinds, including account logins, notes, credit cards, ID cards, and more.

How many sites can I store in the True Key app?
The True Key app includes unlimited log-ins and accounts for websites and apps.

I’m currently using Lookout; can I continue to use Lookout?
If you are in a state other than NY, NJ and CT, after July 1st, 2019, you will no longer have access to the Lookout application. With the new PHP program, you get your mobile security needs through McAfee Security for Metro by T-Mobile. If you wish to continue using Lookout Security, you can register directly with Lookout.

For customers in NY, NJ and CT, since the PHP program is not currently available in these states, you will continue to have access to Lookout. Once the PHP program is available, you will receive advance notice of the changes to your current program.

Do I lose any features with the Lookout Security to McAfee Security for Metro by T-Mobile conversion?
No, you gain more features like ID Theft Protection and password management with True Key™ plus you can now protect up to 10 devices, instead of just one mobile device, including computers, tablets, and additional phones.

Am I paying extra for McAfee Security for Metro?
No, the $6 monthly cost per device for PHP includes $3 for McAfee Security for Metro by T-Mobile with ID Theft Protection.

Where do I find my deductible?
Go to My Deductible page to find your deductible based on your device tier.

The replacement device I received is not exactly the same as my original device. How come?
Your device will be replaced with a reconditioned device of like type and quality. If a reconditioned device is not available, the replacement will be made with a new device of like type and quality. The replacement device comes with a 90-day warranty or the original manufacturer’s warranty; the longer term applies.

How do I activate my replacement device?
For more details refer to the Quick Start Guide you received with your replacement device.

There’s something wrong with the replacement I received. What do I do?
We’re sorry to hear that! Please Contact Us regarding your issue.

Why didn’t I get a charger or headsets with my replacement device?
This program covers the device and the standard charger, standard battery and SIM card (if applicable to your device). Accessories provided as part of your original purchase are covered only in the event of the simultaneous loss or theft of both the device and the accessory.

Why do I need to return my damaged device?
Once your claim has been approved, the claimed device becomes property of the company providing your coverage and must be returned to Assurant® using the instructions provided. If you don’t return your damaged device to Assurant within 15 days from the date you receive your replacement, you’ll be you’ll be charged a fee of up to $2,000. In no event will the fee be greater than the value of the replacement device. Please refer to your coverage documents for details.

How do I return my damaged device?
We provided you with instructions on how to return the device, along with prepaid shipping materials in your replacement box. Check out the steps at the top of the Quick Start Guide.

If you’re returning an Apple® device please refer to the Apple Device Owner's card, enclosed with your replacement device, for instructions on how to unlock your device, disconnect it from iCloud, and erase its content before returning it to us.

How can I confirm that you received my damaged device?
If you provided your email address when filing your claim, we’ll send you a confirmation email when we receive your damaged device.

I can’t find the mailing label I need to return my damaged device. What should I do?
If you’ve misplaced the mailing label needed to return your damaged device to Assurant, you can print a replacement mailing label following these three easy steps:

  1. From the Homepage, start at the File, Continue or Track My Claim box. Enter your mobile number or serial number, complete the security check and click Submit. Once your number has been verified, click Track My Claim.
  2. Enter your ZIP code and click Submit.
  3. Click the My Return Instructions tab located at the top. Then click Return Receipt Label to download your label in PDF format.

We’re here to help – by phone, by email, by fax or through our contact us form – reach out to us!