I’m sorry to hear your touch screen has become unresponsive! I can help you with that! First, we need to check if this is a software issue. Is this happening all the time? Did it just suddenly start while the device was in-use? Was the device dropped or damaged in any way? I would recommend forcing a reset by holding the Power and Home buttons for 10 seconds. Once the device reboots, test to determine if the issue continues.
If we’re unable to get the device to respond to touch, we may need to consider replacement or repair options. If the device is less than one year old, it may still be covered by Apple’s warranty. If not, the device may still be able to be repaired by Apple at a cost. I would recommend bringing the device by your nearest Apple store where it can be tested and your options reviewed.
Alternatively, if you have mobile insurance provisioned on your line, you can certainly begin a new insurance claim to have the device replaced. To file your insurance claim with Asurion to replace your enrolled device:
Call - Call Asurion at 888.562.8662. Hours of operation are Monday - Friday, 7 a.m. - 11 p.m. CT and Saturday - Sunday, 9 a.m. - 9 p.m. CT.
Information required when filing your claim:
Have the make and model of your device available.
You'll be prompted to either log in using your password for the Asurion site or to verify the last 4 digits of the Social Security number of the AT&T account holder.
You may be required to provide additional documentation to complete your insurance claim, such as an affidavit, personal ID, or proof of ownership. This may require access to a printer, scanner, or fax.
I hope this helps!
AT&T Customer Care
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