Before you file a claim, check if your device is still under warranty. This can save time and effort.
To check your warranty status:
- Go to the Self-service repair portal.
- Enter your device's IMEI number.
If your device is still covered, you may be eligible for a repair at no charge.
What to know about filing a claim
- Start your claim ASAP. Your claim must be reported within 90 days of the incident.
- Walk-in repairs require an IMEI and are available at participating walk-in repair centres. Walk-ins are available for Pixel screen repairs only.
- If your device malfunctions, call Assurant at 877-406-4372 or visit mydeviceprotect.com.
- If you don't know how long it's been since you bought your device, check your order history on the Google Store.
- If your claim is authorised for a replacement, your replacement can only be dispatched to the same country where you bought coverage. Your replacement may be a new, refurbished or recertified device of similar make and quality. For complete details, read the Preferred Care Sample Terms and Conditions.
Have your device's IMEI number (for phones) or serial number (for all other devices) ready. To start a claim, visit mydeviceprotect.com.
- To find your device's IMEI number (for phones) or serial number (for all other devices), go to your order details page.
- Call Assurant at 877-406-4372. You must provide a credit card to pay the service fee as listed in the service fees chart.
- If your claim is authorised for a replacement, you get an email that confirms your approved replacement.
- If your claim is authorised for walk-in repair, you'll receive an email with walk-in centre location info.
- If you filed a hardware failure or product damage claim and receive a replacement item:
- Pixel phone users: If possible, reset your broken item to factory settings. Remove the SIM card from your broken item and place it in the new one.
- Pixelbook and Pixel Slate users: If possible, reset your broken item to factory settings.
- Print the Return Merchandise Authorisation packing slip attached to your confirmation email
- Put it in the box with your damaged item. You can reuse the box that your replacement came in.
- Print the attached pre-paid delivery label. Then, put the delivery label on the outside of the box.
- To find out how to send your package, check the delivery label.
- If your claim was for hardware failure or product damage, send your damaged item back within 14 days after you get your replacement.
- If you don't return your item in the 14-day window, you will be charged the unrecovered equipment fee listed in your coverage documents.
- To find out when your parcel has been received, you can track it with the return tracking number on your delivery label.
When you get a replacement
You may be eligible for a replacement in the product damage, hardware failure, and failure to locate situations described above.
Replacements aren't available if:
- Your device doesn't have failure to locate coverage, and your device is missing.
- Your claim is for product damage and you've reached your previously stated maximum claim limit.
- Your claim is for failure to locate and you’ve reached your previously stated maximum claim limit.
Important: Preferred Care doesn't cover losses caused by or resulting from abuse, misuse, service performed by anyone not authorised by the manufacturer or Assurant, intentional or cosmetic damage, manufacturer's recall, losses covered under the manufacturer's warranty and certain acts of God. Refer to your coverage documents for a complete list of exclusions.
For a complete list of exclusions, read the Preferred Care Sample Terms and Conditions.
Disclaimers
The service contract in Canada is administered by Federal Warranty Service Corporation. Federal Warranty Service Corporation operates under the name of Assurant. Assurant is a registered trademark of Assurant, Inc. Your service contract with Assurant and related service communications will be delivered via email. To view your documents, you must provide us with a valid email address. You will also need a device with Internet access, print and/or storage capability. If you do not receive your service contract within two working days, or would like to request a paper copy, please contact Assurant at 877-406-4372.
- Claim limits apply. Refer to your coverage documents for details.
- Cracked screen-only repair applies when service is available and provided through our participating walk-in centres.
Important: Walk-in centres aren't available in every province or territory in Canada.