Insurance Products

FAQ

Frequently asked questions

Your source for educational tips and product knowledge

We’ve compiled the most common questions from customers, plus some we thought of for each product.

Click on a product below to read the FAQ’s

General Questions

QI’ve had a bad experience with a previous provider. How is your insurance different?


A. We pride ourselves in providing easy‐to‐use and affordable insurance. That’s why we pay claims for things that most other providers don’t even cover – like loss, theft and accidental damage from drops and spills*. 

*No mechanical breakdown or accidental damage coverage is available in FL

QWhy should I choose an independent company?


A. Being independent means we’re able to give you a lot more than the warranties from device manufacturers or other providers. Just compare what coverage we offer for loss and theft against a traditional manufacturer’s warranty. 

QI get cell phone replacement benefits through my credit card company. Do I still need Phone Insurance?


A. Generally speaking, credit card benefits provide protection against mechanical breakdown by extending the original manufacturer’s warranty by one year. It’s a terrific benefit. But, it may not cover you if your claim is related to loss, theft or an accident – such as a drop or spill*. 

*No accidental damage coverage is available in FL

QIsn't my phone already covered through my homeowner's insurance policy? 


A. Homeowner’s insurance policies are another way to go – however, a typical homeowner’s insurance policy would only cover losses due to fire, theft or wind damage. Drops, spills and other events likely wouldn’t be covered, and in most cases a deductible of $250+ (depending on your particular policy) would be required. The typical claims process for a homeowner's policy may not be ideal either.

QIsn’t my device already covered under my manufacturer’s warranty?  


A. Your device is covered for mechanical and electrical failure under your manufacturer's warranty for a limited period of time, generally one year. But we also cover accidental damage, theft and loss. And events that are covered under your original warranty, like mechanical or electrical breakdowns, are still covered by us once it expires*. 

*No mechanical breakdown or accidental damage coverage is available in FL

QWhat are my payment options?  


A. We accept monthly or annual payments made by debit or credit card (VISA, MasterCard, American Express and Discover). 

QCan I change my payment method?


A. Yes – if your card is no longer valid, you’ll need to wait until your next scheduled payment is declined. If your card is still valid but you would like to change it, please contact your financial institution and request a stop payment on the charges so that the system rejects your next payment.  

Once your payment is rejected, you’ll be notified by email that your account has been suspended. Please log into your MyBubble account and update the billing information. Once your payment method is updated and processed, your account will become active again. There will be no change in your ability to file a claim, but your account must be active for a claim to be fulfilled.  

QWhat is MyBubble? 


A. MyBubble is our online account management portal for policyholders. On MyBubble, you can: 

  • View your policy details
  • Change your personal information – your password, postal address and phone number
  • Learn how to file a claim

To get started, simply register your account with the exact details you used to originally buy your policy. To access MyBubble on return visits, simply use the “My Account” link in the top right‐hand corner of our homepage to log in.

QWill you give my personal information to anyone else? 


A. No – we won’tsell or divulge yourinformation to other companies.  

QWhat is my gadget's serial number (IMEI, MEID, DEC or HEX) and where can I find it?


A. Every mobile phone has a unique serial number – it can be found by dialing “*#06#” on most phones, and is also often printed inside the battery compartment of a phone.  Your phone’s serial number can usually be found within your settings menu, as well. 

For items other than mobiles phones, you’ll need the IMEI, or “International Mobile Identity” number – a unique code assigned to a gadget for identification. 

Policy

QWhich of my gadgets can I insure with this policy?  


A. You can insure your smart phones, mobile phones, and tablets.

For a complete list of eligible devices, start the quick quote process for Phones & Tablets. If you don’t see your device listed, email us at customerfeedback@protectyourbubble.com.

QI have multiple phones and tablets. Can I insure all of them?  


A. Yes, but you'll need a separate policy for each device. For each additional policy that you open, you'll receive a 10% discount.  

QIs there an age restriction on the devices I can insure?  


A. Yes. For phones and tablets, you must have purchased your device as new within the past 12 months. 

QHow will my policy be delivered?


A. A link to your policy will be sent to the email address you provided us during enrollment. You may also view, print, or download your policy at any time by logging into MyBubble.

QWhere can I view my policy?  


A. You can always view your policy online by logging into MyBubble, scrolling down to the bottom and clicking on "View Policy." 

QIf I buy a new phone or tablet, can I just add it to my current policy?  


A. No – you’ll need to purchase a new, separate policy. If your new device is replacing your old device, make sure you cancel your old policy. But don’t forget – you’ll save 10% when you add an additional policy for a new device. 

QCan I extend my insurance past two years?


A. Coverage periods are currently limited to a maximum length of two years. The only exception is New York, where the maximum coverage period is three years. 

QCan I cancel my policy?


A. Yes – you can cancel your coverage at any time without penalty and receive a pro-rata refund of any applicable unearned premium (less any claims paid, unless otherwise required by law).

If you cancel your coverage within the first 30 days, and no claims have been filed, we’ll refund your entire premium.

QHow do I cancel my policy?


A.

  1. Log into MyBubble, select your policy and then select "Cancel My Policy." 
  2. Email us at customersupport@mobile.protectyourbubble.com – remember to include your name, address and policy number. 
  3. Call 1-855‐PYB‐HELP (1-855-792-4357).

Coverage

QHow long will my device be covered for once I purchase my policy?


A. Each of your devices will be covered for two years (three years in NY).

QWhat does your Phone & Tablet Insurance cover?  


A. Our comprehensive protection program covers:

  • Liquid and accidental damage resulting from drops or spills, such as cracked screens*
  • Theft, burglary and loss
  • Mechanical breakdown – protecting you against mechanical failure, even after your manufacturer's warranty expires*

We also provide credit monitoring for three months following a loss or theft claim.

*No mechanical breakdown or accidental damage coverage is available in FL

QWhat is credit monitoring?


A. For all your insured devices, we’ll give you access to a credit monitoring service so you can check any activity for three months following the loss or theft of your device.

This fraud prevention service scans your credit file daily to see if key information has changed, or if new data has been added. If we detect a significant change on your report we’ll alert you by email. That way, you can review the change to check if it is fraudulent.

QAre my devices covered if I am traveling out of the country? 


A. Yes, your insured device is covered anywhere in the world. However, approved claims will only be settled in the United States, its territories and possessions and the District of Columbia.

QOnce I’ve purchased my policy, when does my coverage begin?  


A. Your device is not covered until 14 days after the effective date when you purchased your policy. That means if anything happens to your device within this time, you won’t be covered. 

QWhat is not covered?  


A. You’ll find a list of exclusions with each policy that you’ll need to be familiar with.

For specific exclusions for each state, click on "View Sample Policy," select your state and then read through the policy exclusions. If you have any questions about what is or isn’t covered, just call 1-855-PYB-CELL (1-855-792-2355).

QAre cosmetic damages covered? 


A. No, cosmetic damages are not covered

QHow much does coverage cost?  


A. The cost of your coverage will depend on the type of device you are insuring. Start the quick and easy quote process for more specific information concerning your cost.

QI bought my phone used – can it be covered?


A. No – we only cover new or factory recertified devices, and only when a receipt is provided. If you purchased your phone off of a site like Craigslist, for example, you wouldn’t be covered. 

QWill you insure my refurbished device?  


A. Yes, we’ll cover your refurbished device if it was purchased in the past six months.

QDo you cover devices purchased from sites like eBay or Amazon?


A. Yes, as long as the device is new or factory recertified and a receipt is available.  

Making a Claim

QHow do I file a claim?

A. If you need to make a claim, follow these simple steps
  1. Have your policy details, proof of purchase, and a credit card ready so you can move through the claims process as quickly as possible.
  2. Call 1‐855‐PYB‐CELL (1-855-792-2355) and a customer service representative will help you get started.
  3. If necessary, you may need to submit claims documentation as instructed and sent to you by your claims representative.  After your call, you can submit these forms by email (customersupport@mobile.protectyourbubble.com) or fax to 1‐866‐450‐4080.
  4. Pay the deductible, and once your claim is approved, your replacement device is on its way.

The entire claims process is that simple. Why? Because we know you have more important things to get back to.

QWhen should I file my claim?

A. You have 30 days from the date that something happens to your device to file a claim. 

QWhat documents and information will I need to file a claim?

A. In order to file a claim, you’ll need a copy of your original purchase receipt. Any other documentation needed for the completion of your claim will be requested at the time of filing.

QDo I have to provide proof of purchase?

A. Yes – in order for your claim to be approved, you'll need to provide proof of purchase. This should include the device's purchase date, make, model, device identifier and price.

QOnce I submit a receipt, how long will it take for it to be reflected in your system?

A. It takes approximately 24 to 48 hours for most receipts submitted by email or fax to be reflected in our system. 

QDo I need to report the theft of my phone or tablet to the police?  

A. Yes – you’ll need to report the theft or loss to the police and obtain a police report prior to filing a claim. Try calling your local department’s non‐emergency line for further assistance in filing a police report. 

QDo I need to report any theft or loss of my phone to my network provider?

A. Yes – be sure to report your lost or stolen phone to your wireless carrier as soon as possible to protect yourself against unauthorized use or additional loss. 

QDo I have to pay a deductible when I file a claim?  

A. Yes – before we can approve your claim, you'll need to pay a non‐refundable deductible. Deductible amounts vary by device:

  • Basic mobile phones, tablets and laptops under $1000 – $75
  • Smart phones and laptops over $1000 – $100
  • iPhones – $120

QWho can file a claim?

A. The only person who can file a claim for a mobile device is the policyholder. 

QIs there a limit to the number of times I can claim?  

A. Your policy states that you’re eligible for a maximum of two approved claims in a 12‐month period. Once you’ve filed your second claim, no further claims will be approved until after the 12‐month period has expired. 

QWhy do I have to wait 14 days to file a claim?  

A. It’s a safety measure for us against fraudsters who buy a policy with the intention of making a false claim. By doing this we can help keep your premiums down.

QWhat happens after my claim is filed?

A.We'll ship your replacement device free of charge. Your replacement device will come with a pre‐printed label so you can ship us your broken device – just package it up and place it in your mailbox.

If you have a mechanical breakdown or accidental damage* claim, you must return the broken device to us within 15 business days to avoid any additional charges to your credit card (the full replacement cost of your device).

*No mechanical breakdown or accidental damage coverage is available in FL

QWhat can I expect once my claim is approved?

A. When your claim is authorized, we’ll determine whether to replace your device or reimburse you. If we determine that we need to reimburse you for the cost of your device, it will be for its full current retail value at the time of fulfillment.  

QIf my device is lost or stolen, how long will it take for me to get a replacement once my claim is approved?  

A. Once your claim has been approved, we’ll send your replacement device right away.  If your claim has been approved before 8pm EST and your device is in stock, you should have your replacement the next day.

QWill my replacement device be exactly the same as the original?  

A. We’ll do everything we can to replace your phone with the exact same model. However, your device may simply be repaired, replaced with new or refurbished equipment, or replaced with a different model than the original.  Also, we can’t guarantee an exact color match. 

QIf I’m required to send you my damaged device, will you cover shipping charges?

A. Yes – we’ll supply you with a pre‐paid shipping container to send it to our repair facility. 

QMy device was stolen and I’ve bought another one. Will you reimburse me for it?

A. No – we will handle the purchase and replacement of your device, if necessary. 

QMobile Gadgets

Filing a Gadget Insurance Claim:

Protect Your Bubble understands how critical your device is so we have tried to make filing a claim as simple as possible.

If you need to make a claim, follow these simple steps: 

1. Call 1-855-PYB-CELL.  Have your policy details, proof of purchase, and a credit card ready so you can move through the claims process as quickly as possible. 

2. If necessary, you may need to submit claims documentation as instructed and sent to you by your claims representative.  After your call, you can can submit these forms in a scanned email (customersupport@mobile.protectyourbubble.com) or fax to 1-866-450-4080. 

3. Pay the deductible for your approved claim, and your replacement phone is on its way.

The entire claims process is that simple. Why? Because we know you have more important things to get back to.

After your claim is filed, here’s what you can expect:

  • Protect Your Bubble will ship your replacement device free of charge. 
  • Your replacement device will come with a pre-printed label to ship us your broken device.  Just package it up and place it in your mailbox.
  • If you have a mechanical breakdown or accidental damage claim, you must return the broken device to Protect Your Bubble within 15 business days to avoid any additional charges to your credit card (full replacement cost of your device). 

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All insurance products are offered by The Signal, L.P. The Signal, L.P. is a licensed Insurance agency appointed by American Bankers Insurance Company of Florida and American Security Insurance Company. American Bankers Insurance Company of Florida and American Security Insurance Company are Assurant, Inc. companies licensed to offer insurance products. Protect Your Bubble, the Protect Your Bubble logo, Bubble and Squeak and other Protect Your Bubble trademarks, service marks, graphics and logos used in connection with this website are trademarks of Assurant, Inc. in the United States.