How do I file a claim through Xfinity Mobile Care (XMC)? (Answered)

If you’re enrolled in XMC, you have several ways to file a claim for damage, failure, loss, or theft:

• The Xfinity Mobile Care app,  
• The Xfinity app,
• Online,
• or by phone. 

Each will connect you to Assurant, Xfinity Mobile's official mobile protection provider. For full details on coverage, exclusions, deductibles, and service fees, review the XMC coverage documents. 

File a claim using the Xfinity Mobile Care app or Xfinity app

You can use the Xfinity Mobile Care app to file a claim 24/7. You can download the mobile app on Android or iPhone if your device doesn’t already have it installed.

1. Download or open the Xfinity Mobile Care app.
2. Tap File a Claim.

You can also start the claims process from the Xfinity app.

1. Download or open the Xfinity app.
2. Sign in to your account using the Primary or Manager's Xfinity ID and password.
3. From the Services tab, select Mobile lines and data usage on the Mobile services card.
4. Once you’re on the Xfinity Mobile page, select the impacted phone line.
5. Select the impacted device, then go to Device Management.
6. Select Submit a claim to start the process.
   
   • You may be asked to sign in again.

File a claim online

You can file a claim 24/7 through Assurant. Here's how:

1. Go to fastclaim.com/xfinitymobile.
2. Select File or Track a Claim and enter your phone number.
3. Click Submit.

File a claim by phone

If you want to file a claim over the phone, call 1-855-884-9771. An Assurant Care Specialist will help you process your claim.

Notes:

• If your device is lost or stolen, you should first contact us through chat to suspend your service and protect against unauthorized use.

Tips to make your claims process fast and easy

• You must be the Xfinity Mobile account holder, Primary user or Manager to file a claim.
• Claims must be filed within the time limit within the XMC coverage documents.
• Be sure you have your Xfinity Mobile account and device information, including:
  • Device make, manufacturer, and model.
  • Serial number.
  • Last four digits of the credit card on the account.
• Give details about the cause, location, and date of the claim.
• Be ready to pay your service fee or deductible. This must be paid with credit or debit card, or eCheck where accepted, once your claim is approved.
• Sometimes, proof of loss like a police report or other documents like government-issued ID, may be needed to process your claim.

Check the status of your claim

Tracking an XMC claim is easy. You can check your claim through the Xfinity Mobile Care app or through Assurant’s claims website. Assurant will also send updates automatically during process to the email provided. 

If you have any trouble tracking your claim, you can call Assurant at 1-855-884-9771.

FAQs

Check the FAQs below for answers to common XMC claim related questions. 

How long do I have to file a claim? 

Claims must be filed within the time limit indicated in XMC's coverage documents.  

For more details see the coverage documents.

• Xfinity Mobile Care Plus (XMC Plus)
• XMC

What information will I need to file a claim? 

Be sure to have your Xfinity Mobile account and device information including device make, manufacturer, model, and serial number, and last four digits of credit card on the account. Be ready to provide details about the cause, location, and date of the claim incident. Be prepared to pay your service fee or deductible, which will be collected using credit or debit card once your claim is approved. You can also pay by eCheck where accepted. 

Under certain circumstances, additional documentation — such as a police report, government-issued identification, or proof of loss — may be required in order to process your claim. 

What is the service fee or deductible for XMC? 

Visit the XMC service fee or deductible page to find the service fee or deductible specific to your device make and model. 

If I'm authorized to receive a replacement device, when will I receive it? 

Once your claim is approved, your replacement device will be shipped through next-business-day delivery, when available, at no additional cost to you. 

Where can I get more information on the claims process? 

Visit fastclaim.com/xfinitymobile to learn more about the claims process, file a claim, or track an existing claim. You can also file a claim 24/7 using the Xfinity Mobile Care app. 

What are the claim limits for XMC and XMC Plus? 

XMC

• There’s no limit to covered mechanical or electrical failure claims or accidental damage (screen-only repair and back glass-only repair) claims.
  • Coverage starts after the first year.
• There’s no limit to accidental damage (screen-only repair and back glass-only repair) claims.
• For accidental damage (all other) and loss or theft, the program allows you up to three covered claims within a rolling 12-month period based on the date of first repair/replacement.
  • Maximum coverage per claim is the purchase price or replacement value of the covered device (whichever is lower) less any applicable service fee/deductible.
• First year mechanical or electrical failure claims aren’t covered. For year one help, contact your device’s manufacturer. Coverage starts after the first year.

XMC Plus

• There’s no limit to covered mechanical or electrical failure claims or accidental damage (screen-only repair and back glass-only repair) claims.
• For accidental damage (all other) and loss or theft, the program allows you up to $5,000 limit per device for claims within a rolling 12-month period.
• First year mechanical or electrical failure claims are covered.
• If you brought your own device (BYOD) to Xfinity Mobile on the Mobile Plus plan or if your device did not have XMC previously, whether you brought it from a different carrier — you must wait 30 days after enrollment for all XMC Plus benefits to start.
  • During the 30 day waiting period:
    • Accidental damage and loss are not covered.
      • Any accidental damage claims filed before the 30 day period ends will be denied by Assurant, and you’ll receive an explanation.
    • Warranty, mechanical breakdown, and theft coverage start right away.

Refer to the XMC coverage documents for more details. 

Still need help. You can also find more FAQs.