Important:
- Users with monthly and 2-year Preferred Care plans through Asurion have been migrated to Pixel Care+. Plans stay the same for existing Assurant customers with 2-year term plans.
- For support or to file a claim before November 11, 2025, Asurion customers can contact Asurion at 866-745-1749 or go online at asurion.com/googleclaims.
- For support or to file a claim on or after November 11, 2025, Asurion customers can visit store.google.com/pixel-care.
- Preferred Care is no longer available for purchase in the US. To learn more about Google's new protection program Pixel Care+, go to this site.
Before you file a claim for mechanical or electrical breakdown:
- Restart your device: A simple restart might fix the problem.
- Check your warranty: You might still be covered by Google's warranty. Check Warranty Status,
- If your device is still covered: After checking your warranty, you can start the warranty repair process by selecting your device.
- If your device is out of warranty: File a claim following the instructions below.
Tip: Coverage and service for claims are only available in the country or region where you bought the plan.
How to file a claim
Act quickly: File your claim as soon as possible, as there are time limits.
- To file a claim visit the Preferred Care management page.
- Claim limits: No claim limits for post-warranty mechanical or electrical breakdowns and two claims per rolling 12-month period for accidental damage from handling.
- Coverage limits and exclusions: Remember, Preferred Care has limits on accidental damage from handling claims. It also doesn't cover things like abuse, misuse, unauthorized repairs, intentional damage, manufacturer recalls, damage by 3rd party (car, dog, etc), issues covered by the manufacturer's warranty, and certain natural disasters.
Repair claims
- Repair eligibility: Walk-in repair is only available for Pixel phone cracked screens. Walk-in repair locations are not available in all states. Check locations here.
- Inner screen damage on foldable devices: Unfortunately, Preferred Care doesn't cover repairs for the inner screen of foldable phones like the Pixel Fold. If your inner screen is damaged, you'll need to file a claim for a device replacement and a replacement service fee will apply.
- Parts: Replacement parts used for repairs will come from our authorized servicer's inventory. Replacement parts may include reconditioned, rebuilt, or new parts of similar kind and quality to the original item parts.
Replacement claims
- Replacement location: If approved for a replacement, it must be shipped to the same country or region where you bought the coverage.
- Replacement type: You might receive a new, refurbished, or re-certified device of similar quality.
- Non-return fees: You can avoid a non-return fee by returning your damaged or malfunctioning device.
