Device Protection Service:
How To Submit A Claim To Repair Or Replace Your Wireless Product

Oh, no! Did you just become a statistic? If your phone is damaged or stolen, know that you aren’t alone. Twenty percent of all wireless devices in the United States will meet the same fate this year. Of course, knowing it can (and does) happen to everyone doesn’t make you feel any better.

Luckily, you bought Device Protection Service for your wireless product, so we’ve got you covered. If you hadn’t been so darn smart, it might have cost you hundreds of dollars to replace your wireless device at the full retail price today without Device Protection Service.

Below are detailed instructions to submit a Device Protection Service claim with our partner, Mobile Device Protection Association (MDPA), so you can quickly get your covered product replaced or repaired and get back to life as usual.

Submit a Device Protection Service claim

In Device Protection Service lingo, you need to file a Request for Service (RFS). Our partner MDPA has streamlined this process so that, in most cases, an RFS can be made entirely online through their website, www.mobiledeviceprotection.com. Log in using your member number and mobile phone number, which was provided to you in your original device shipment if you bought Device Protection Service at the same time as the covered wireless product. You will be guided through the simple process to arrange for repair or replacement of your device.

Please note that all claims must include a reasonable incident explanation. In the event of a stolen device, a copy of your police report should be submitted with your RFS to avoid delay.

Need more information? Check out our Device Protection Service Frequently Asked Questions below.

What is covered by Device Protection Service?

The entire wireless product, including the original electronic accessories and batteries provided within the manufacturer's box, is covered for repair or replacement with no deductible. Each protected device is covered up to the replacement value (the limit of liability) for accidental damage, theft, or malfunction. If a covered item is not available for replacement, you will be offered a model of similar value. Some limitations apply; see What is not covered by Device Protection Services? below.

What is the replacement value of a device with Device Protection Service?

Your replacement wireless device will be based on the replacement ("retail") value of the covered device without a new line of service activation. If the protected wireless device that you originally purchased is not available, you will be offered a device of similar value. Eligible devices are covered up to the limit of liability (retail price of the device without a service activation).

How long does it take to process a filed Request for Service (RFS)?

All RFS' are processed within 24 hours of receipt (during regular business hours). Replacements are usually completed within 2-3 business days with repairs slightly longer. No loaner or replacement equipment is provided during this period.

When can my Request for Service (RFS) be rejected?

If MDPA deems that the RFS is fraudulent or that requests are not filed with sufficient documentation or any of the coverage exclusions listed in these FAQs apply, MDPA may reject the request or request additional documentation. All RFS' must be filed within 30 days of incident. The online website of MDPA, http://www.mobiledeviceprotection.com, will help to further explain the process and the Association.

What is not covered by Device Protection Service?

The following incidents and/or product accessories are not covered by Device Protection Service:

Are there additional, exceptional cases for which devices and accessories are not covered?

Device Protection Service does not cover your wireless device when it is in transit either through postal or courier services. We suggest that you get insurance for your shipping package, in the instance you are transporting the device through mail or a courier service. Additionally, equipment is not covered for incidents occurring outside the United States and Canada. If you do not purchase Device Protection Service at the same time as you purchase your new wireless product, then there is a 30 day waiting period before coverage is activated.

Can I cancel my Wireless Device Protection Service membership, and can I get my money back?

Yes, you may cancel your Wireless Device Protection Service at any time as long as you have not placed a Request for Service (RFS). No refunds will be issued for a cancelled membership which is billed monthly. To cancel a monthly subscription, contact us at 888-843-2485. To cancel an annual subscription, you must request the cancellation in writing to Mobile Device Protection Association, LLC, PO Box 880428, Boca Raton, FL 33488, Attn: Membership Processing, or email the request to customer.support@mobiledeviceprotection.com. MDPA will refund a pro-rata amount of your unused coverage period (annual protection plans only).

What if I change my device during my coverage period?

If you do change your covered device to a different device during the 12 month membership period, you must contact MDPA directly to update your records with your new device's IMEI or ESN (unique serial number of each device) in order to retain your Device Protection Service benefits.