Protect your bubble.com
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FAQ

Frequently asked questions

Click on a product below to read the FAQs

General Questions

QWhat is Closecall?

A. Closecall is a perfect option if you have had an accident with your phone and don’t have any insurance or warranty coverage in place.

Closecall is an innovative program that enables you to purchase a replacement phone on installment payments, with the option of adding ongoing insurance for future protection.

QDo I own the replacement phone? Or is this a leasing program?

A. Yes, you own the replacement phone – it's yours and you’re responsible for making the monthly payments. You’re also responsible for any loss, theft, or damage to the replacement phone – both during the installment agreement period and after. We recommend you purchase the optional insurance protection to protect your investment.

QHow do I insert my SIM card?

A. Please contact your wireless carrier for SIM-card-related support.

QWhat if I damage my replacement phone and need to make a claim?

A. Just call us toll-free at 1-855-792-2355 to start the claim process immediately. We will walk you through step-by-step and get your replacement to you as fast as possible.

QCan I cancel Closecall?

A. If you opted in for ongoing insurance from Protect Your Bubble, you can cancel it at any point and get any refund that may be due. You can get a full refund of your insurance premium if you cancel in the first 30 days of enrollment. You can cancel your policy by calling 1-855-792-4357 or by emailing us at customersupport@mobile.protectyourbubble.com.

However, be advised that you cannot cancel the financing contract (monthly replacement phone fees). Contact Preferred Warranty Services directly at 888-852-7383, Monday – Friday 9 AM to 10 PM EST or Saturday 10 AM to 3 PM EST to discuss their cancellation policy. 

New Phone and Delivery

QI ordered my phone on a Friday (Saturday, or Sunday) – where is it?

A. Orders placed on Friday before 2 PM EST will deliver to you on Monday. Orders placed after Friday 2 PM EST will be delivered to you on the following Tuesday. Any orders placed at any time on Saturday and Sunday are delivered on Tuesday as well. For any further questions please contact your phone supplier, NextWorth, directly at 888-969-4763, Monday – Friday, 8:30 AM to 5 PM EST.

QI ordered my phone yesterday and it's not here yet – why not?

A. Please keep in mind that orders placed on Friday, Saturday or Sunday deliver on the following Monday or Tuesday. If you're experiencing problems during a different order/delivery time, contact a specialist from NextWorth, our phone supplier, right away by calling 888-969-4763, Monday – Friday, 8:30 AM to 5 PM EST.

Please have any order confirmation emails from NextWorth handy.

QI just received my replacement phone and it doesn't work.

A. Please contact your phone supplier, NextWorth, directly at 888-969-4763, Monday – Friday, 8:30 AM to 5 PM EST.

You'll need to reference your order number, found at the top right-hand corner of your packing slip with the Nextworth logo on it. You can also find your order number on the tracking email you received from Nextworth, which was sent after you signed up for Closecall.

QI was sent the wrong phone

A. Our apologies – we'll get you a replacement shipped the next business day via UPS. Please contact NextWorth directly at 888-969-4763, Monday – Friday, 8:30 AM to 5 PM EST.

You’ll need to reference your order number, found at the top right-hand corner of your packing slip with the Nextworth logo on it. You can also find your order number on the tracking email you received from Nextworth, which was sent after you signed up for Closecall

QMy replacement phone was damaged during delivery

A. Our apologies – we'll get you a replacement shipped the next business day via UPS. Please contact NextWorth directly at 888-969-4763, Monday – Friday, 8:30 AM to 5 PM EST.

You’ll need to reference your order number, found at the top right-hand corner of your packing slip with the Nextworth logo on it. You can also find your order number on the tracking email you received from Nextworth, which was sent after you signed up for Closecall.

Financing and Payment

QIs the Installment Contract required?

A. Yes. Closecall requires that you sign an installment agreement to pay for the replacement phone over 12 or 24 monthly payments. You cannot cancel the monthly replacement phone fees.

QWhat if I don't send my damaged phone back?

A. There will be a $300 penalty incurred and charged to your payment method if we do not receive the damaged device back within 30 days after you receive your replacement phone. Simply place the damaged device in the box your replacement phone came in, seal the box, attach the included return shipping label and drop it off at the nearest UPS location.

If you lost the box or the return shipping label, please contact NextWorth directly at 888-969-4763, Monday – Friday, 8:30 AM to 5 PM EST. You’ll need to reference your order number, found at the top right-hand corner of your packing slip with the Nextworth logo on it. You can also find your order number on the tracking email you received from Nextworth, which was sent after you signed up for Closecall.

QI have a question about my monthly charge

A. If you have a question regarding the $7.99 per month insurance charge from Protect Your Bubble, please contact us directly at 1-855-792-2355.

If you have a question regarding the replacement phone monthly financing charge from Preferred Warranty Services, please contact them directly at 888-852-7383 (Monday – Friday, 9 AM to 10 PM EST, Saturday 10 AM to 3 PM EST).

QWhy do I have two separate monthly charges, from Preferred Warranty Services and Protect Your Bubble?

A. The billing for this program is unique in that you see two charges on your monthly credit or debit card statement – but the two charges total the monthly amount you agreed to pay when you purchased Closecall online at protectyourbubble.com.

Preferred Warranty Services is the financing company that provides you credit for your replacement device from the Closecall program. If you opted in for insurance, Protect Your Bubble provides it – covering loss, theft, damage and mechanical breakdowns – for only $7.99 per month.

QCan I pay off my phone early?

A. Yes! You have the option to pay off your installment agreement, but the full outstanding balance will be due immediately. Contact Preferred Warranty Services directly at 888-852-7383, Monday – Friday 9 AM to 10 PM EST or Saturday 10 AM to 3 PM EST to discuss paying off your balance.

QWhat if I stop paying off my financing balance?

A. Unfortunately we do not have details around the financing or payment administration aspects of your replacement phone through Closecall from Protect Your Bubble. Our specialty is more around the insurance.

However, we suggest you contact Preferred Warranty Services directly at 888-852-7383, Monday – Friday 9 AM to 10 PM EST or Saturday 10 AM to 3 PM EST to discuss their policies around default and delinquency.

QWhere can I get a copy of my finance agreement?

A. For administrative and data protection purposes, our customer service department does not retain a copy of your finance agreement. Contact Preferred Warranty Services directly at 888-852-7383, Monday – Friday 9 AM to 10 PM EST or Saturday 10 AM to 3 PM EST to discuss receiving a copy.

 

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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.