FREQUENTLY ASKED QUESTIONS
MOBILE PHONE COVERAGE - FAQ's
What is Mobile Device Protection?
Mobile Device Protection provides reimbursement for the cost of labor and parts necessary to repair an eligible device, which may be a new or used cell phone or smartphone if the phone is active on your wireless phone bill. If the device is NOT repairable this coverage will provide a reimbursement for the cost of replacement. The program covers Accidental Damage from Handling, such as a cracked screen, or a Mechanical or Electrical Breakdown. Mobile Device protection extends to all named account holders of the eligible checking account. You are eligible to file a claim 30 days after you open your covered account with the Program Sponsor. Additional terms, conditions, and limitations apply to these benefits, so it is important that you carefully review the “Mobile Device Coverage Member Services Agreement”.
How do I file a claim for my mobile phone?
Call your financial institution and let them know you would like to file a claim. They will validate your eligibility and notify the provider that you will be submitting a claim. A copy of the notification will be sent to you along with a link to the claim form. Complete the claim form and provide all the requested documentation within 60 days following the date of the damage to your device.
Do I need to register my mobile phone in advance of a claim?
No, you are eligible for the Mobile Device Protection for eligible devices that you may own now or in the future based on your ownership of a covered account through your financial institution. You will need to provide information about your eligible device only when filing a claim.
What is the definition of an "eligible device" for the Mobile Device Protection service?
An "eligible device" is a cell phone or smartphone that is (a) linked to your current agreement with a Wireless Service Provider as confirmed on your wireless billing statements; (b) fully operational and not damaged as of the date on which you first opened your covered account; and (c) equipped with the minimum Apple iOS or Android Operating System version.
What is the minimum Apple iOS and Android Operating System needed for eligibility of a device?
Minimum OS versions (as applicable to the make/model): Apple Operating System version iOS 6 or newer, or one of the most recently released Apple iOS versions (whichever is most current); or Android Operating System version 1.6 or newer, or one of the most recently released Android OS versions (whichever is most current).
What documentation will I need for a claim for REPAIR of an eligible mobile phone?
You will need:
Copy of Invoice from Authorized Wireless Device Repair Servicer that Includes: Problem Description, Diagnosis, Repairs Performed, Cost of Repairs and Amount Paid by Member for Repairs.
Proof of Member's Payment to the Covered Device's Wireless Service Provider for the month preceding the date of failure.
Proof that Covered Device is Currently Linked To/Active with a Wireless Service Provider Wireless Account Under the Member's Name.
What documentation will I need for a claim for REPLACEMENT of an eligible mobile phone?
You will need:
a copy of your invoice or estimate from an authorized wireless device repair servicer that includes a description of the problem with your original covered mobile phone and the diagnosis
a copy of the sales receipt/invoice from a wireless service provider’s retail location or Internet site evidencing the total amount that you paid for the replacement device
proof that the replacement device is currently linked to/active with your wireless service provider wireless account
proof of your payment to your current mobile phone's wireless service provider for the month preceding the date on which the problem with the original mobile phone occurred; and
a copy of shipping label evidencing your payment for and execution of sending the irreparable original mobile phone to the Mobile Device Protection Program's servicing center address.
Where can I find the claim form for the Mobile Device Protection service?
Your claim form will be emailed to you once your financial institution has validated your entitlement to the Mobile Device Protection service.
What is the definition of a "new" device?
A "new" device is an eligible device that is purchased as brand-new with a valid original manufacturer’s warranty.
What is the definition of a "used" device?
A "used" device is an eligible device that is already in use prior to your participation in your Checking Account, that may or may not have remaining coverage under the original manufacturer’s warranty.
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 Due to Handling. Mechanical or Electrical Breakdown claims can be placed upon the expiration of the shortest portion of the original manufacturer's warranty.
How soon after opening my checking account can I make a claim on my mobile phone?
While you are entitled to the service when you open your checking account, there is a 30-day waiting period after your account is opened before your mobile coverage begins and you can make a claim.
How long does it take to get a reimbursement for a claim?
Once a claim is approved it takes approximately 7 to 14 days to receive the reimbursement, including mailing time. However, the entire process may take longer if all required documentation is not submitted with the claim form.