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1 Message

Tue, May 25, 2021 9:50 AM

Account Overview Displays Wrong Device Can't File Insurance Claim!!

When I go to my account overview then manage devices it shows I have a Samsung phone. So, when I went to file my insurance claim they said I was not using the iphone and could not file the claim. However, I was using the Samsung for a few days since my iPhone fell in water but my ATT account clearly shows I have only bought/used iPhones since I opened this account years ago. And obviously I can't use a phone that was water damaged. How do I fix this mess? Asurion said they spoke with ATT and ATT said my usage was different from the date I gave but I told them I could not remember the exact date. So just because  I started to use a different phone, after mine broke, I cant claim insurance on my iPhone? All my devices are Apple devices and using this Samsung is confusing. I need my iPhone ASAP. Please help me. Thank you in advance for your time.

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Official Solution

ACE - Sage

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100.3K Messages

1年前

If you switch your sim card into a Samsung, your account overview is not wrong. It is showing the phone that is being used on your phone line. You're going to have to switch back into the iPhone. And hope that the iPhone can register.

     Insurance is on whatever phone is registered to your line at the time you make the claim, or the one that was last registered in a case of a phone that is stolen or lost.  

     You should  always file a claim first, then you can switch sim to a spare phone.

New Member

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2 Messages

1年前

I did a upgrade to the S21 and sent in my S20 and it shows that my SON has the S20 when he has a S10 how can that be 

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