Premium Handset Protection FAQs

How do I file a claim?
This site is the easiest way to file your claim. Go to the Home page and start at the “File, Continue and Track My Claim” section located at the right-hand side. 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, serial number or IMEI
  • Your device, make and model
  • Description of what happened to your device and date of incident
  • Contact info (we may ask for your government issued ID)
  • Your account PIN number or security question (for security purposes)
  • Payment method for deductible (can be paid by credit card/debit card/eCheck)

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 a limit of two approved claims within a 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 entering your mobile number or serial number in the "File, Continue or Track My Claim" section on the Home page 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.

Getting an error related to the quality of your ID scan?

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.
  • Avoid a skewed picture; don’t angle your camera
  • 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 someone’s device to take the picture 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 on the Home 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 as indicated in your coverage documents. Don’t let this happen to you - mail your damaged device today!

How do I return my damaged device?
We provided you with instructions on how to return your 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! Obtain a replacement mailing label following these three easy steps:

  1. Enter your mobile number or serial number in the "File, Continue or Track My Claim" section on the Home page. 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 Home page  and following these three simple steps:

  1. Enter your mobile number or serial number in the "File, Continue or Track My Claim" section on the right-hand side of the page. 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.

For customers with a NY State area code:

The monthly cost of PHP varies per device based on your device tier. For the complete Premium Handset Protection®, the monthly cost is made up of the cost PHP Device Insurance, which varies by device tier, and $3 for McAfee mobile security. See the table below:Is Premium Handset Protection Program® (PHP) available in every state?
PHP is available in all states.

Where can I add Premium Handset Protection Program® (PHP)?
At any Metro® by T-Mobile store.

When can I add Premium Handset Protection Program® (PHP)?
Device protection may only be added during a "qualifying event". This is within 30 days of device purchase, upgrade, or activation--or when bringing your own phone to Metro. In-store visual mechanical inspection may be required. Qualifying events apply to new activations or upgrade devices with no previous network history.

What does Premium Handset Protection® (PHP) include?
It includes both PHP Device Insurance and McAfee mobile security designed to help you make the most of your connected life!

PHP Device Insurance Covers your device in case of:

  • ✓ Loss
  • ✓ Theft
  • ✓ Accidental damage (including liquid damage)
  • ✓ 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.

McAfee® Security for Metro by T-Mobile with ID Theft Protection includes:

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.
  • ✓ 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

For customers with a NY State area code:

Premium Handset Protection cost by tier:

  • Tiers 1 & 2: $5
  • Tiers 3 & 4: $7
  • Tiers 5 & 6: $12

To find your device tier, click on “My Deductible” at the top of the Home page, and click on the link that applies to your area code. Then look for your Make and Model to find your device’s tier and deductibles information.

PHP Device Insurance can be purchased separately, and plan costs vary by device tier. McAfee Security for Metro by T-Mobile can also be purchased separately for a monthly cost of $3 per device. Your monthly plan cost will be itemized separately on your statement.

For customers with an area code from any state except NY:

If your mobile device has an area code from any state (except NY), 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. You may also purchase these two options separately for $3 each per month 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 to 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.

Where do I find my deductible?
Go to the My Deductible page to learn about the deductible that applies to your device.

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 180-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 an incident simultaneously affecting 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 charged a fee no greater than the value of the replacement device. Please refer to your coverage documents for details.

How long do I have to return my damaged device?
You have 15 days to return your damaged device. If you don’t return your damaged device to Assurant within 15 days from the date you receive your replacement, you’ll be charged a fee no 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. Enter your mobile number or serial number in the “File, Continue or Track My Claim” section on the Home 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.

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.

How do I activate or register McAfee Security for Metro

  1. Follow the link for the McAfee Security for Metro app from the text message you received or download it directly from the app store.
  2. To download the latest version of the McAfee Security for Metro app, click here or visit the Google Play™ store or App® Store.
  3. Create an account with your mobile number and email address
  4. Turn on the requested permissions
  5. 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. For more information on McAfee® mobile protection, please visit mcafee.com/metrobyt-mobile and for ID Theft Protection visit mcafee.com/security-for-metro-by-t-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.

What devices does McAfee Security for Metro support?
McAfee Security for Metro supports PCs, Macs, smartphones, tablets and wearables:

  • ✓ 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 mcafee.com/metrobyt-mobile 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 mcafee.com/consumer/en-us/store/m0/system_requirements.html 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, follow these steps:

  1. Download and register your McAfee Security for Metro app.
  2. Log into your McAfee account at: www.mcafee.com/myaccount
  3. Find the True Key activation code at the bottom of the page.
  4. For the latest version of the McAfee True Key™ app, click here
  5. Choose settings
  6. Click True Key Profile
  7. 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?
After August 1, 2020, 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.

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?
If you purchased Premium Handset Protection® (PHP), the monthly cost per device for PHP includes $3 for McAfee Security for Metro by T-Mobile with ID Theft Protection

Contact Assurant – by phone, by email, by fax or through our contact us form – reach out to us!