Protection options
Learn about the device protection options available to T-Mobile customers.
Device protection & P360 coverage
What to know
P360 enhancements updates
NY P360 updates are launching.
- When selling this product, Retail/Care/and Virtual Retail are required to notify customers of upcoming enhanced benefits and a pending price increase for P360 on Tiers 5/6 and BYOD.
- Retail teams have been provided a customer takeaway.
- Care and Virtual Retail can notify customers in one of these ways:
- Have customers leverage T-Life to add feature when appropriate, which notifies them of the price change during the feature add.
- Otherwise, verbally notify customers of the pending price change and direct them to mytmoclaim.com/update for any additional questions.
How to talk about this:
"In April of 2026, we are making some exciting updates to Protection 360. We will introduce $0 back glass repair, reduced deductibles for loss/theft and included VPN services. To help support these updates, the monthly cost will increase by $1 on select tiers. You can see all the details in the welcome letter you'll get from Assurant in the upcoming weeks or at mytmoclaim.com/update."
If customers ask about the $1 increase: "We’ve made some exciting updates to Protection 360. We will introduce $0 back glass repair, lower service fees for accidental damage, and reduced deductibles for loss/theft based on device tiers. To help support these updates, the monthly cost has increased by $1 on select tiers. You can see all the details in the welcome letter you'll get from Assurant in the upcoming weeks or at mytmoclaim.com/update."
Device protection features from Assurant® provide customers with device repair or replacement options if their device is lost, stolen, accidentally damaged, or has electrical or mechanical issues after the manufacturer warranty expires.
- Device protection: Refers to all protection programs, including Protection 360® and Standard Device Protection, which can be added to any eligible device that passes inspection, even if it was not purchased through T‑Mobile.
- Protection 360®: Our most comprehensive plan. Delivers the best value for customers.
- Standard Device Protection: Our most affordable plan. Provides limited coverage and is designed for BYOD customers using older devices.
- Positioning P360: Need help positioning P360? Check out Positioning device protection.
We recommend adding Device Protection at the time of purchase, but it can also be added in the T‑Life app within 30 days of device activation. After 30 days or for BYOD, a device eligibility check is required in the T‑Life app, or the device can be evaluated by Care or in a retail location.
Enroll in the T‑Life app:
- Ensure auto‑updates are enabled.
- Go to Account.
- Select Device details.
- Choose Enroll in device protection and follow the prompts. For Standard Device Protection select Other plans.
Repair & Replace (R&R) is a TFB Direct–exclusive device protection product.
- Refer these customers to their Account Executive or Dedicated Expert for support, and do not add Protection 360™ or Basic Device Protection to the line.
- For claims, direct customers to fastclaim.com/tfb or Assurant at 1‑866‑912‑9793.
Included coverage
Refer to the tables below to compare what benefits are included in each device protection plan.
Coverage | P360 | P360 for BYOD | P360 Puerto Rico | Standard Device Protection |
Accidental damage (includes liquid damage, front screen and back glass repair) | ✔ Unlimited claims
| ✔ Unlimited claims
| ✔ Puerto Rico does not include screen repair; they just replace the device. | ✔ Limited to 1 claim combined with L/T
|
Front screen repairs for $0 for eligible smartphones. Back glass repair for $0 for eligible smartphones vs replacement of the device and paying the appropriate accidental damage service fee. Front screen repair is $29 for eligible iPad Pro and iPad Air models vs replacement of the device and paying the appropriate accidental damage service fee. | ✔ Unlimited claims | ✔ Unlimited claims | - | Tier 1: $10
|
Loss/theft | ✔ 5 claims | ✔ 5 claims | ✔ 5 claims | ✔ Limited to 1 claim combined with AD |
Electrical or mechanical issues after the manufacturer's warranty expires (extended warranty) | ✔ Unlimited claims | ✔ Unlimited claims | ✔ Unlimited claims
| ✔ Unlimited claims For BYOD after the manufacturer's warranty expires |
✔ | - | - | - | |
JUMP! upgrades (EIP required) | ✔ | - | ✔ | - |
✔ | ✔ | ✔ | - | |
McAfee® Security for T-Mobile (with up to $1 million identity theft protection reimbursement) | ✔ | ✔ | ✔ | - |
Live Tech support using the Protection 360™ app by Assurant® | ✔ | ✔ | ✔ | ✔
|
Unlimited accidental damage claims, including front screen and back glass repair | ✔ | ✔ | ✔ | ✔
|
Claim limit per any rolling 12-month period for loss/theft** | Up to 5 | Up to 5 | Up to 5 | Limited to 1 |
*This applies when and where service is provided through Assurant-authorized repair centers and Apple for customers with ACS.
- Otherwise, Assurant will provide a replacement device and collect the appropriate all other accidental damage service fee/deductible based on device tier. $0 screen-only repair is not applicable to tablets and iPads.
- For eligible smartphones, see P360-screen-repair-eligible-models attachment below. Customers must file a claim for screen damage, and Assurant will give them their options. Do not refer them to a CPR location.
**The claim limit is based on the date of the first replacement or repair and is for the 12 months after that date. Claim limits are for accidental damage, screen repair, loss/theft, and include those fulfilled by AppleCare Services (ACS). There is no claim limit for electrical or mechanical issues.
Protection 360™ in New York includes both the Insurance Device Protection Plan and the Service Contract Device Protection Plan. These programs can also be purchased separately. See coverage included with each service below:
Coverage | P360 | Insurance Protection Only | Service Contract | Insurance Protection Only |
Accidental damage (includes liquid damage) | ✔ | ✔ | - | ✔ |
Front screen repairs for $0 for eligible smartphones. Back glass repair (does not include camera lens) for $29 for eligible smartphones vs replacement of the device and paying the appropriate accidental damage service fee. Front screen repair is $29 for eligible iPad Pro and iPad Air models vs replacement of the device and paying the appropriate accidental damage service fee. | ✔ | ✔ | - | ✔ |
Loss/theft | ✔ | ✔ | - | ✔ |
Electrical or mechanical issues after manufacturer warranty expires (extended warranty) | ✔ | - | ✔ | - |
JUMP! upgrades (EIP required) | ✔ | - | ✔ | - |
✔ | - | ✔ | - | |
✔ | - | ✔ | - | |
Live Tech support using the Protection 360™ app by Assurant | ✔ | - | ✔ | - |
Unlimited accidental damage claims, including front screen and back glass repair (does not include camera lens) | ✔ | ✔ | ✔ | ✔ |
Claim limit per any rolling 12-month period for accidental damage or loss/theft* | Up to 5 | Up to 5 | Up to 5 | Up to 5 |
*This applies when and where service is provided through Assurant-authorized repair centers and Apple for customers with ACS.
- Otherwise, Assurant will provide a replacement device and collect the appropriate all other accidental damage service fee/deductible based on device tier. $0 screen-only repair is not applicable to tablets and iPads.
- For eligible smartphones, see P360-screen-repair-eligible-models attachment below. Customers must file a claim for screen damage, and Assurant will give them their options. Do not refer them to a CPR location.
**The claim limit is based on the date of the first replacement.
Device protection does not include losses caused by or resulting from abuse; misuse; service performed by anyone not authorized by us; intentional or cosmetic damage; pre-existing conditions; manufacturer recall; certain acts of God; consequential damage; and for BYOD, losses covered under a manufacturer’s warranty. Refer to coverage documents for a full list of exclusions.
Access the brochure at mytmoclaim.com/nwbrochure for complete details and exclusions.
See the table below to view what support and security you get with P360 and what these services will cost you without it.
Support and Security for you | With P360, it's all included! | Without P360, the costs add up! |
Mobile security with ID theft protection | ✔ | $17 per month |
Technical support | ✔ | $10 per month |
Benefits through Apple on eligible devices | ✔ | $13.99 per month |
JUMP! upgrades | ✔ | X |
Total cost | $19 per month | $40.99 per month |
Additional device costs you'll save with P360
Loss and theft coverage | ✔ | Cost of a new phone |
Unlimited accidental damage claims | ✔ | Screen and back glass repair alone can cost up to $578 |
Unlimited screen protector replacement | ✔ | $39 – $80 per occurrence |
$0 front screen repair for eligible devices | ✔ | Up to $379 |
Eligibility
Do not offer if a customer:
- Is calling to reduce their MRC or cancel account.
- Expresses dissatisfaction with their device or T-Mobile.
- Has a delinquent/past due balance.
- At the time of the device purchase, enrollment inspection is not required.
- After the device purchase, adding device protection requires inspection. See the Device inspection section below for channel-specific details.
Exception for Care/Virtual Retail
Customers are asked three qualifying questions to become eligible:
- Is there liquid damage to the device? (Has the device been in contact with any liquid?)
- Is there evidence of the front screen or back glass having cracks, or any other physical damage to the device?
- Does the device power on?
Requirements
- To enroll in device protection (including P360 and Standard Device Protection), the account must be in good standing (not past due or delinquent) and active.
- Device protection cannot be added for suspended, canceled, or past-due accounts.
- Devices used on a different line than originally purchased are still eligible for Protection 360® or Standard Device Protection, but coverage must be added to the line using the device by the Primary Account Holder or an authorized user, either in a T‑Mobile retail store or by contacting Care.
| Standard Device Protection & P360 | |
| Eligibility | Device details |
Eligible |
|
Not eligible |
|
| Standard Device Protection for BYOD & P360 for BYOD | |
Eligible |
|
Not eligible |
|
| Eligibility | Device inspection details |
Eligible | Device protection features by Assurant
Device Protection SOCs should be added/moved when:
AppleCare Services (ACS):
|
Fees & device tiers
- Monthly Recurring Cost (MRC), service fees, and replacement deductibles vary by device tier and claim type.
- Charges for Protection 360® and Standard Device Protection are included in the total balance used to calculate late fees, which may vary by state.
- If the bill is not paid by the due date, late fees may apply based on the total amount due; setting up AutoPay helps ensure timely payments and avoid late fees.
- Taxes and fees are not included in the MRC when added to a taxes and fees included plan.
Exception
NY Only feature SOC prices are listed below. Service fees/deductibles may apply.
- Taxes may apply to all device protection products. (Taxes and fees included is a benefit of our tax inclusive wireless rate plans. Device protection is an optional and separate program.)
- A Late fee may be charged on any unpaid balance for the device protection monthly recurring charge.
Exception
We have three states excluded from the P360 late fees: PR, WA, and SC.
- This feature is not eligible for Employee Mobile Service Discount (EMSD).
- Retail teams quote device prices to customers that may include the EIP and P360 payments. If a customer calls to compare prices, explain P360 could have been included in the Retail quote.
Pricing quote example
"Congrats on joining the T-Mobile family! Before we check out, I want to make sure you fully understand your first bill and total monthly cost, which is $194. This amount includes your Go5G Plus rate plan ($90 per month w/AutoPay), device upgrade EIP ($35 per month), discounted high-speed internet ($30 per month), audio accessories ($20 per month), and P360 ($19 per month). And remember, your EIP device financing will end after 24 months."
Additional details
Look up fees and device tiers
- Confirm the device the customer needs protection on. It may not be the device in Atlas.
- Visit Assurant.
- Open the My Deductible page, select a plan and the customer's device model, and click the links at the bottom.
- Open Coverage Documents, enter the customer's phone number, and find plan details attached.
New customers: Have not yet enrolled in device protection, the deductible and service fees can be viewed on the My Deductible page.
- Select the SEARCH BY MAKE & MODEL button.
- Select the relevant plan, device manufacturer, device type, and device model from the drop-down lists.
- SyncUp Drive manufacturer is "MDI".
- SyncUp Drive 2 manufacturer is "Konnectone".
- Find the corresponding MRC in SOC Detail below.
Existing customers: Already enrolled in device protection.
- Visit the "Coverage Documents" page.
- Enter the customer’s phone number and select the reCAPTCHA box. You may have to select some images to validate that you’re not a robot.
- Select the Coverage Documents button.
Cost savings calculator
The Assurant Cost Savings Tool shows customers potential out-of-pocket replacement costs without protection and supports P360 sales, retention, and faster claims conversations by quickly referencing deductibles and service fees.
- Select the manufacturer and device.
- The top 10 most common devices are listed on the left, and you may select them.
- The MSRP auto populates. If you need to update the MSRP, this field can be edited.
- Select Submit. The next screen shows:
- Monthly cost of Protection 360™ based on the selected device.
- Name of the selected device, its tier, and MSRP.
- Estimated savings with protection, which is calculated by subtracting the amount paid with protection from the cost to replace with a new device sold by T-Mobile without protection.
- Breakdown of the cost savings calculation and a side-by-side comparison of the cost without protection and the cost with protection. You can toggle 3-, 6-, and 9-month periods and the type of claim (types include Accidental Damage and Loss/Theft) to see the difference between each cost savings.
Cost & SOC details
- You may include the price of device protection when quoting customers a price for an EIP.
- Always disclose and obtain customer approval before adding device protection. If the customer wants to review benefits, use Walk Me in the enrollment flow to send the mytmoclaim.com link.
- Location‑specific device protection SOCs (New York and Puerto Rico) are determined by the customer’s billing address, not the MSISDN submarket.
- Standard Device Protection can be viewed by selecting Show more plans on the device protection page.
- JUMP!, AppleCare Services (ACS), and McAfee Security for T-Mobile features automatically add to your mobile number if eligible.
Device protection features can be added to a MSISDN in self-service channels by the Primary Account Holder (PAH) or Authorized User (AU).
- MSISDNs used by non-PAH or non-AUs must add device protection in-store or via Care.
- myT-Mobile.com can be used to add device protection between days 2-30 after new device purchase.
- When adding device protection outside of days 2-30 after new device purchase, customers use T-Life to perform a series of diagnostic tests on their device to check for damage to the screen, frame, and audio. For steps, see Device condition checks > Condition checks > P360 Device Condition Check in T-Life.
Device protection options by tier
Add device protection by applying the appropriate data SOC to each eligible line the customer selects. Prices below are per month, per device, plus any applicable tax.
There are two types of SOC for each tier:
- Device: Phones & wearables with SIM cards
- Mobile Internet: Tablets, iPads, Hotspot, LineLink, Websticks/USB modems
| Protection 360™ | Protection 360™ New York | Protection 360™ Puerto Rico | |
| Tier 1 | Price: $7 Device Mobile Internet | Price: $7 Device Mobile Internet | Price: $7 Device Mobile Internet |
| Tier 2 | Price: $9 Device Mobile Internet | Price: $9 Device Mobile Internet | Price: $9 Device Mobile Internet |
| Tier 3 | Price: $13 Device Mobile Internet | Price: $13 Device Mobile Internet | Price: $13 Device Mobile Internet |
| Tier 4 | Price: $16 Device Mobile Internet | Price: $16 Device Mobile Internet | Price: $16 Device Mobile Internet |
| Tier 5 / BYOD | Price: $19 Device BYOD Device Mobile Internet BYOD Mobile Internet | Price: $19 Device BYOD Device Mobile Internet BYOD Mobile Internet | Price: $19 Device Mobile Internet |
| Tier 6 | Price: $26 Device Mobile Internet | Price: $26 Device Mobile Internet | Price: $26 Device Mobile Internet |
| Tier 7 | Price: $15 Device Mobile Internet | Price: $15 Device Mobile Internet | Price: $15 Device Mobile Internet |
| Tier 8 | Price: $15 Device Mobile Internet | Price: $15 Device Mobile Internet | Price: $15 Device Mobile Internet |
Available only on lines belonging to individuals who are actively employed as full-time or part-time employees of T-Mobile. Dependents, spouses, domestic partners, contractors, temporary workers, and any other non-employee individuals are not eligible.
- P360 for employees covers all GSM devices (no BTS) and is equivalent to tier 5 coverage in terms of your monthly price and benefits. Deductibles will vary by device tier. Loss & theft, accidental damage, device malfunctions, $0 front screen repair where available, McAfee Security with ID theft protection, AppleCare services for eligible devices, and upgrade options with JUMP! 2.0.
- Limit 1 discounted feature per employee. Maximum 2/BAN if there are 2 employees on the same account.
Review the Employee Mobile Service Discount Benefits page for full eligibility details.
| Protection 360™ | Protection 360™ New York | Protection 360™ Puerto Rico |
Price: $6 Device tiers 1-6 Device tiers BYOD | N/A – Coming soon! | Price: $6 Device tiers 1-6 Device tiers BYOD |
| Standard Device Protection | Standard Protection Puerto Rico | |
| Tier 1 | Price: $5 Device Mobile Internet | Price: $5 Device Mobile Internet |
| Tier 2 | Price: $5 Device Mobile Internet | Price: $5 Device Mobile Internet |
| Tier 3 | Price: $5 Device Mobile Internet | Price: $5 Device Mobile Internet |
| Tier 4 | Price: $10 Device Mobile Internet | Price: $10 Device Mobile Internet |
| Tier 5 / BYOD | Price: $10 Device BYOD Device Mobile Internet BYOD Mobile Internet | Price: $10 Device BYOD Device Mobile Internet BYOD Mobile Internet |
| Tier 6 | Price: $10 Device Mobile Internet | Price: $10 Device Mobile Internet |
- New York Protection 360™ includes both the Insurance Device Protection Plan and the Service Contract Device Protection Plan. These programs can also be purchased separately. See coverage included with each service in What to know above.
- If a customer purchases them together, they receive a discount up to $1.50 on the Insurance Device Protection Plan, depending on the device tier.
- If a customer purchases a service contract from another provider and wants to enroll in the Insurance Device Protection Plan (Insurance Device Protection Only with Service Contract from a 3rd Party plan), they can receive the same discount. Confirmation of the third-party coverage must be received within 30 days at T-MobileNY@Assurant.com, including digital or hard copies of the service agreement with the following:
- Customer name
- Mobile number/IMEI of device
- Date of coverage
- Customer name
| Insurance Device Protection Only | Service Contract Device Protection Only | Insurance Device Protection Only with Service Contract from a 3rd Party | |
| Tier 1 | Price: $3.25 Device Mobile Internet | Price: $4.15 Device Mobile Internet | Price: $2.85 Device Mobile Internet |
| Tier 2 | Price: $5 Device Mobile Internet | Price: $4.50 Device Mobile Internet | Price: $4.50 Device Mobile Internet |
| Tier 3 | Price: $8 Device Mobile Internet | Price: $6 Device Mobile Internet | Price: $7 Device Mobile Internet |
| Tier 4 | Price: $10 Device Mobile Internet | Price: $7 Device Mobile Internet | Price: $9 Device Mobile Internet |
| Tier 5 | Price: $12 Device Mobile Internet | Price: $8 Device Mobile Internet | Price: $11 Device Mobile Internet |
| Tier 6 | Price: $15.50 Device Mobile Internet | Price: $12 Device Mobile Internet | Price: $14 Device Mobile Internet |
These SOCs are system generated and are not added separately.
| Feature | SOC | Requirements |
| JUMP! | JMP1IND JMP2IND | The line has both an active EIP and Protection 360™. or JUMP1 was on the mobile number before migration. |
| AppleCare | ACIND ACINDMI |
The SOC automatically drops after 24 months when the service expires. |
| McAfee | MCAFIND | All new Protection 360™ feature adds |
- UScellular customers moving to T-Mobile keep their Device Protection+ feature by Assurant, on the T-Mobile account.
- Customers can visit www.mytmoclaim.com for more information and support, including filing a claim.
- For information on features specific to Device Protection+, visit https://mytmoclaim.com/general/uscellular-dpplus/.
- Device Protection+ does not include screen protector replacement, as that is only available with P360 and when the original screen protector transaction was in T-Mobile systems.
MRC & SOC codes - Magenta Complete Device Protection
- Customers will receive these features if they had them on UScellular, as their account moves to T-Mobile.
- The Device Protection+ features are expired in the system - not for sale and can only by added by permsisioned users.
- If a Magenta Complete customer does not have device protection, they can enroll during device purchases with P360 or with P360 BYOD (w/ condition check).
Benefits | DP+ Pro | DP+ with AppleCare Services | DP+ Standard | DP+ Plus |
Cost per device Plus applicable tax | $14.99/mo. | $15.99/mo. | $9.99/mo. | $6.99/mo. |
| Eligible devices | Smartphones Tablets | Eligible Apple devices only | Smartphones Tablets Smartwatches | Feature smartphones |
Accidental damage, loss/theft, mechanical and electrical failure | ✔ | ✔ | ✔ | ✔ |
| Unlimited back glass repairs (does not include camera lens) for eligible smartphones | ✔ | ✔ | X | X |
| Unlimited front screen repairs for eligible smartphones & tablets | ✔ | ✔ | X | X |
Fast device replacement | As soon as next day | As soon as next day | As soon as next day | As soon as next day |
Unlimited battery replacement | ✔ | ✔ | X | X |
| Unlimited cloud photo/video storage | ✔ | X | X | X |
Device setup assistance | ✔ | ✔ | X | X |
24/7 Apple expert access | X | ✔ | X | X |
AppleCare Services | X | ✔ | X | X |
Premium Tech Support | ✔ | ✔ | X | X |
Set expectations
Review all these points with the customer prior to a plan change.
- Customers will be mailed coverage details and agreements from Assurant. You can also find the documents at mytmoclaim.com/terms.
- Coverage starts at 12:01 a.m. on the date of enrollment.
- Claims can only be filed for a device that has had usage on the covered MSISDN.
- The feature will be prorated on the bill if it is added mid-cycle.
- Dual SIM/eSIM devices: Only one of the lines of service on the device can have device protection.
- If a customer is suspended for non-payment, Assurant will send a letter indicating coverage will end in 30 days if the payment for P360 is not collected.
- P360 will be systematically removed if the bill remains unpaid.
- P360 can be re-added after the account is brought current if the device still passes the condition check.
- Replacement devices may be a reconditioned one of like kind and quality. If a reconditioned device isn’t available, Assurant will replace it with a new device of like kind and quality. Device color may vary depending on availability.
- Replacement parts used for repairs come from Assurant's authorized servicer inventory. This may include reconditioned, rebuilt, or new parts of like kind and quality to the original device parts.
- $0 screen-only repair:
- Customers must file accidental damage claims with Assurant, who will provide their options; do not refer them to a CPR location.
- Not applicable to tablets and iPads.
- For eligible smartphones, see P360-screen-repair-eligible-models attachment below.
- Repair may not be an available option if there is no repair location nearby with parts in stock to support the repair.
Additional expectations
Claim limits
- After reaching the claim limit for loss and theft:
- The account is not eligible to file a new claim for 12 months from the first claim approval.
- The block is automatically removed one year from the first claim processed.
- Customers still receive the additional device protection benefits, including coverage for accidental damage and electrical or mechanical issues, as allowed by their protection feature.
- See claim limits included with each service in What to know above.
P360
- Claim limits are for loss and theft only.
- Customers receive unlimited accidental damage claims, including front screen repair, back glass repair (does not include camera lens), and mechanical and electrical issues.
Standard Device Protection
- Claim limits apply to loss, theft and accidental damage, including front screen repair and back glass repair (does not include camera lens).
- Customers received unlimited mechanical and electrical issue claims.
- Standard Device Protection & P360 (not BYOD)
- Warranty replacements are processed by T-Mobile.
- If the customer performs a warranty exchange, they will be charged a processing fee that is discounted to $5.
- Standard Device Protection for BYOD & P360 for BYOD
- Warranty replacements are processed by the manufacturer or Assurant, our insurance provider. Assurant's coverage begins after the manufacturer's warranty expires.
- During the original manufacturer warranty (1 year), the customer contacts the manufacturer for warranty exchanges.
- After the manufacturer's warranty ends (over 1 year), file a claim with Assurant. The customer will not be charged for the service fee/deductible.
- Device protection applies to the line that first uses the device.
- A device may be purchased on a line and not used. Then it can be used on a different line and qualify for device protection on that line.
- Device protection coverage does not transfer when one customer gives or sells a protected device to another customer. It only transfers with a Change of Responsibility (COR).
- Device protection is attached to your mobile number.
- Moving your SIM card to another device will change your coverage to the active device (if eligible), and that may change your device tier and MRC.
- Device protection does not cover incidents to devices that are not being used on the line (such as previously used devices).
- Assurant may automatically change the SOC to match the device tier currently in use. This can change your MRC.
- If a device manufacturer replaces your device, the replacement maintains device protection and warranty coverage.
- Manufacturer replacements with EIP require an IMEI override. See Upgrade Dashboard: Order issues & errors.
Coverage is provided by Assurant PR. Refer to File a device protection claim: Puerto Rico for details.
Additional information
Changing protection coverage options.
Change coverage
Customers cannot change coverage for any known damage, incidents, or claims.
- This would be insurance fraud.
- Coverage is based on what device protection feature the customer had when the damage or incident occurred. If they had an incident, they cannot upgrade their coverage to file a claim for it.
NY only
- Insurance Device Protection Plan (NY only) or Service Contract Device Protection Plan (NY only) can update to Protection 360® (both services) at any time.
- If customers move into or out of New York, make sure they update their billing address. After the billing address is updated, the system will automatically change the SOC between NY and Non-NY SOCs.
Upgrade protection
- Basic Device Protection can be upgraded to Protection 360® at any time without waiting for an enrollment window.
- Basic Device Protection for BYOD can upgrade to P360 for BYOD at any time.
- Customers with Apple devices will not receive AppleCare Services (ACS) if not within a qualifying event.
Suggested script:
"With Protection 360®, you can rest easy knowing your device is covered against life’s unexpected mishaps. Benefits include lost or stolen device replacement, unlimited accidental damage (including cracked screens), $0 front screen repairs and $29 back glass repairs (does not include camera lens) for eligible smartphones, $29 front screen repairs for eligible iPad Pro and iPad Air models, mechanical and electrical failure coverage, unlimited replacements for eligible screen protectors, AppleCare Services on eligible devices, McAfee® Security for T‑Mobile with ID Theft Protection, technical support, and more."
Downgrade protection
- Protection 360® (non-NY) can downgrade to Basic Device Protection at any time.
- P360 for BYOD can downgrade to Basic Device Protection for BYOD at any time.
- Customers with AppleCare Services (ACS) will permanently lose ACS coverage if downgraded, as it cannot be restored by upgrading to P360.
Suggested script:
"P360 is our most comprehensive plan, covering your phone, your digital security and your identity. With unlimited claims for accidental damage including $0 front screen repair and allows for up to 5 claims per year for loss or theft. You can change to the Standard Device Protection plan, but it has limited coverage and doesn’t offer everything the P360 plan does. "
- Check existing claims and plan details on the Protection 360® app by Assurant and mytmoclaim.com.
- Cancel claims by calling Assurant or visit mytmoclaim.com and open the support chat.
SMS messages are sent to inform of changes to their device protection features, device covered (after SIM swap) or provide general information.
- Welcome message: A welcome SMS is sent when you sign up for device protection.
- The SMS asks if you would like to opt in to receiving your coverage documents electronically.
- If you do not opt in to receiving your coverage documents electronically, you will automatically receive the terms and conditions by mail.
- Ship-to orders must be in “Shipped status” and have usage on the account before the Protection 360® SOC is attached to the line. Customers receive the SMS notification after P360 is attached.
- Adding/removing SOC: Adding or removing the device protection feature from the account will send an SMS.
- SIM swaps: If the SIM card is moved to another device with a different device tier, an SMS is sent to advise of changes to the device protection feature.
- Tier changes (Protection 360® app by Assurant® only): T-Mobile and Assurant periodically reassess the value of a device and will move the device protection feature to a lower deductible tier. When this happens, a system generated change will adjust the device protection feature to align with the new tier and a message is sent to notify of the change.
Known issue
Employees who add the new Protection 360 for Employees offer will not receive SMS notifications when the feature is added or removed (this may be added in the future); instead, they can confirm it in Manage Add-Ons at the line level and will receive welcome information by mail after enrollment.
If a customer requests to remove device protection, advise them that without device protection:
- In the unfortunate event that your device is lost, stolen, or accidentally damaged, you would be responsible for the full cost to repair or replace your device.
- Apple devices will lose AppleCare Services, and it cannot be re-added to this device.
- Review the price of a new device and compare it to the customer's deductible or service fee. See Assurant My Deductible page.
- You will lose McAfee Security with ID theft protection support, which helps to:
- Protect your identity and devices (up to 10) against the latest viruses, malware, and online threats.
- Locate your device on a map if lost or stolen.
- Wipe and lock your data remotely to protect your privacy.
- You can no longer perform JUMP! upgrades.
- If you have Enhanced Basic, you may keep it unless you decide to remove the protection plan. Once it is removed, you can choose between Protection 360 or Standard Device Protection.