Assurant

Use this page to transfer device protection escalations to Assurant®.

Guidelines

Offer to send customers their IMEI and self-help options via the Assurant message template in Atlas. You need to copy and paste the IMEI into the message.
Advise customers they need to have the T-Mobile account PIN, mobile number, and IMEI of the device to file the claim.
- If the customer does not know their T-Mobile PIN or password, assist them with resetting or gaining an OTP prior transfer
- The customer must spell their first and last name to complete verification.
If you need to transfer:
- Do not stay on the line or talk to Assurant unless the customer already has made multiple calls to Assurant without any resolution.
- Only the primary account holder or authorized user can be transferred.
- Provide the following advisements before transferring customers to Assurant:
  - Deductible payment must be made before a replacement device will be shipped.
  - Last use date of the device is required. T-Mobile cannot provide this information to the customer or Assurant.
  - Customers need to personally provide their claim and personal information to Assurant.
- Assurant is unable to discuss a customer's account or claim details with T-Mobile Care teams.

DEPARTMENT	HOURS OF OPERATION	CONTACT INFO	TRANSFER TYPE
New claims Existing claims support	24 hours day / 7 days a week	Online: https://mytmoclaim.com Protection 360™ app by Assurant® Customer's My T-Mobile account	Do not transfer. See File a claim for all new claims. See below to transfer only for claim exceptions.
Claim exceptions - Only transfer if: Customer has an issue with a claim and needs assistance Customer is highly escalated regarding their claim Customer has been transferred back and forth for an Assurant issue Customer has a lost, stolen, or physically damaged device and is unable to access all 3 online claim options Follow these IVR steps to reach an agent: Provide the phone number customer is calling about. When asked about sending a link to a certain number on the account, say "No." When asked if you would like to proceed, say "No." This routes you to a live agent.	24 hours day / 7 days a week	Phone: 1-866-866-6285 Fax: 1-866-450-4080	Cold Do not stay on the line or talk to Assurant. (Exception: The customer has already made 2 or more calls to Assurant with no resolution.)
EPP for Puerto Rico	6 a.m. - 6 p.m. PT (Mon-Sat) 8 a.m.-4 p.m. PT (Sun)	Phone: 1-877-281-9767 (Claims) Phone: 1-888-440-4846 (Cancellations) Online: https://mytmoclaimpr.com/	Cold Do not stay on the line or talk to Assurant. (Exception: The customer has already made 2 or more calls to Assurant with no resolution.)