To ensure your request is processed as quickly as
possible, please do the following before checking the status of
If your device was lost or stolen, call T-Mobile
at 1-800-937-8997 to
temporarily suspend your service and protect yourself against
Have your mobile number and device information
(manufacturer, model, and serial number). Your device's serial
number (IMEI) is 15 digits long. This number is typically located
underneath the battery or may be found on the original packaging
for your device, your purchase receipt, or you may call T-Mobile
at 1-800-937-8997 to obtain
the serial number. If your device is still working, you can dial
*#06# to display the IMEI number on your device. For some
manufacturers your IMEI number can be found in the settings.
Once your claim is approved, a non-refundable
deductible may apply. Please be prepared to provide an acceptable
form of payment upon picking up your replacement device. All mayor
payment methods are accepted. To check your deductible amount,
please contact us at 1-800-937-8997.
Please note: If your device was
accidentally damaged or had a mechanical breakdown, you will need
to return your claimed device when you pick up your replacement to
avoid an unrecovered equipment fee.
What information do I need to start a
If you need to file a claim, call us at 1-877-281-9767 Monday through Saturday from 9
a.m. to 9 p.m. and Sundays from 11 a.m. to 7 p.m. One of our
representatives will help you get through the claims process
quickly. We recommend that you have the following items handy
before you begin:
Your 10-digit Mobile Number or your device's Serial Number
Make and Model of the device
In some instances, additional information may be required to
complete the claims process.
How can I check the status of my claim?
The fastest and easiest way to check the status of your claim
anytime is by visiting the Homepage on this site
and following these three easy steps:
From the Homepage, start
at Track My Claim. Enter your
Mobile Number or Serial Number and click "Submit". Once your number
has been verified, click on "Track My Claim".
Enter your Zip Code and the words you see (including the space)
in the spaces provided and click "Continue".
Tabs will appear at the top of your screen providing you with
additional information as you move through the claims process.
Simply click on each tab for details.
WARNING: Any person who knowingly and with intent to
defraud any insurance company or other person files an application
for insurance or statement of claims containing any materially
false information or conceals, for the purposes of misleading,
information concerning any fact material thereto, commits a
fraudulent insurance act, which is a crime, and may subject such
person to criminal and substantial civil penalties.