Frequently Asked Questions
Who is Brightstar Device Protection?
A proud subsidiary of Brightstar Corp. since 2011, Brightstar Device Protection provides phone and device protection programs for millions of subscribers around the globe. We’re backed by two A-rated insurers and have an 80% customer approval rating. Learn more about Brightstar Device Protection.
Questions About Wireless Protection Program
How much does it cost?
Subscribers enrolled in the Wireless Protection Program (enrollment on or after 3/9/2019) pay a low monthly premium of $6.95, $7.95, $9.95, $11.95 or $13.95.
Please note that a deductible is also required when your claim is approved and a replacement is authorized. View more about costs.
Will I be charged tax on this program?
All program costs, fees, and charges are subject to applicable taxes.
When do I file a claim?
If your phone or device is lost, stolen or damaged file a claim.
How do I file a claim?
Our claims process is fast, easy, and secure. Simply gather your personal information, incident details, and visit our claims page.
If I receive a replacement phone as the result of an approved claim, am I insured for the new phone or device?
Yes, but it’s possible that the premium and deductible could change depending on the new retail price of your device. Please refer to your program guide for more details.
What does my program cover?
The Wireless Protection Program provides coverage for loss, theft, accidental damage and malfunction (after the manufacturer's warranty).
How many claims am I allowed?
Brightstar Device Protection customers are limited to 3 approved claims in any rolling 12-month period. You're also covered up to $2,000.00 per claim.
When can I enroll?
Our enrollment process is quick and painless. Simply sign up when you buy your new phone or device and your coverage will start immediately. Please note that your device must be fully operational at the time of program activation in order to enroll.
Will I get the same phone for an approved claim?
Replacements are often new but on occasion may be reconditioned. While reconditioned equipment looks and functions just like new, it may have minor cosmetic flaws and contain non-original manufacturer parts and accessories. If the exact make and model is not available, your replacement will be of like kind and quality.
Am I required to pay a deductible before I get my replacement phone?
Yes. You are required to pay a deductible for each approved claim. For your exact deductible, go to My Plan and sign in.
How will I be billed?
Your program payment will be added to your monthly C Spire service bill.
How do I cancel coverage?
Contact your service provider directly. They will help you change or cancel your coverage.
What should I do with my damaged device?
If your phone was accidentally damaged and your claim is approved, you’ll need to ship C Spire your broken device. Shipping instructions and packing materials for returning the claimed equipment will be included with the return device sent to you. Once you receive your replacement device, you have 10 days to send us your original phone and/or loaner phone. Otherwise, your C Spire account or Credit Card will be charged.
Avoid a locked device fee by disabling your Find My iPhone app and removing the device from your iTunes account. Learn more
Questions About Wireless Protection with AppleCare Services
How much does it cost?
A low monthly premium ranging from $10.95 to $16.95 is included on your C Spire wireless bill.
Please note that a non-refundable Deductible is also required when your Claim is approved and a replacement or repair is authorized. View more about costs.
Are there other fees I should know about?
Additional fees you may subject to are: Non-Return Fee, Locked Device Fee, No Trouble Found Fee, and Claim Conversion Fee.
If your original equipment is not returned within ten (10) days, you will be charged a Non-Return Equipment Fee of up to the non-subsidized, non-discounted retail price of the enrolled device at the time of enrollment.
If your protected device is returned with the locking feature enabled, you may be charged a Locked Device Fee of up to the amount of the unsubsidized, new retail price of the enrolled device at the time of enrollment.
A No Trouble Found Fee of $100 may be charged if you are approved for a Claim and no trouble is found with the device you return to us or bring in for repair.
A Claim Conversion Fee may be charged if you pay the screen only Repair Deductible and other damage is found or if you pay a Repair Deductible and the device is replaced. This fee may vary and is the difference between the Repair Deductible paid and the Repair/Replacement Deductible.
Will I be charged tax on this plan?
All plan costs, fees, and charges are subject to applicable taxes.
Our comprehensive program covers an impressive range of incidents: lost, theft, accidental damage from handling, in-warranty malfunction (24 months), and malfunction after the expiration of the manufacturer’s warranty (month 25 onward).
What AppleCare Services benefits are included in my program?
- Service and support direct from Apple for accidental damage from handling (limited to 2 total) and hardware in-warranty Claims for mechanical or electrical malfunctions.
- A 24-month hardware warranty for any mechanical or electrical malfunctions. These Claims do not count towards your limit and you do not have to pay a Deductible.
- 24/7 priority access to Apple experts via chat or phone.
- Apple-certified repair or replacement with Express Replacement Service.
- Service at Apple Stores and Apple Authorized Service Providers, including C Spire.
- Software support for iOS, iCloud, and Apple-branded iPhone apps.
When do I file a Claim?
File a Claim if your device experiences accidental damage from handling, theft, is lost, or experiences a mechanical or electrical malfunction.
Wireless Protection with AppleCare Services covers your device for mechanical or electrical malfunctions (hardware in-warranty) for 24 months from enrollment. If your device malfunctions during this time, you can file a Claim directly with C Spire or Apple. Hardware in-warranty Claims filed within this period do not require a Deductible and do not count towards your Claim limits. From month 25 of enrollment onward (out-of-warranty), your Apple device is covered for mechanical or electrical malfunctions through Brightstar. These Claims require payment of a Deductible and count towards your Claim limit.
How do I know if I file a Claim with C Spire or Brightstar?
File a Claim with Apple or C Spire, who is an Apple Authorized Service Provider, if you have been enrolled in the program for 24 months or less, and…
- You have not yet filed 2 Claims for accidental damage from handling with C Spire/Apple.
- Your device is experiencing an electrical or mechanical malfunction.
File a Claim with Brightstar...
- For all Claims due to Theft or if your device is Lost at any time during your enrollment in the plan.
- If you have already filed your total of 2 accidental damage from handling Claims with C Spire/Apple in the first 24 months of enrollment and it’s been at least 12 months since your last accidental damage from handling Claim.
- If you have been enrolled in the program for 25 months or more and your device experiences accidental damage from handling, or an out-of-warranty electrical or mechanical malfunction.
The above is provided as a guide. You must have available Claims per the terms and conditions of your plan.
If I receive a replacement device as the result of an approved Claim, is the new device protected?
Yes, your replacement device is protected but the warranty for malfunctions may be different based on when you received it. If you received your replacement device within the first 24 months of enrollment, your warranty continues through month 24 of enrollment in the plan or for 90 days from the date your replacement device was shipped, whichever is longer. If you received your replacement device in month 25 or onward, your device comes with a 90-day warranty.
I enrolled in the program but C Spire/Apple doesn’t show my enrollment when I call or visit a store?
If you enrolled in the program in the last couple of days, your enrollment may not yet be showing up in the AppleCare Services system. This may take 1-2 days. To allow the C Spire or Apple representative to assist you, please provide a proof of purchase showing that you recently enrolled in the AppleCare Services plan.
What happens after month 24 of enrollment?
At month 25 post enrollment, your AppleCare Services benefits end and you now receive the same great protection administered by Brightstar. You'll also be protected for out-of-warranty malfunctions.
Your Claim limits remain the same except Claims for out-of-warranty mechanical and electrical malfunction now count towards your accidental damage from handling Claim limit. You can contact Brightstar directly if your device is accidentally damaged from handling, lost, experiences a theft, or experiences a mechanical or electrical malfunction. The same plan fees apply.
What determines if a repair option is available once my AppleCare Services portion of the plan expires?
Location, device make/model, type of damage, and repair or replacement part availability can influence the repair choices.
How soon will I receive my replacement?
If your lost or theft Claim is approved, your replacement will be shipped to arrive the 2nd business day.
What if there’s not a repair location near me?
Don’t worry, C Spire/Apple has repair partners who accept devices via mail. You will receive a prepaid label, all you need to do is package your device and mail it according to the instructions provided. It will be repaired and returned to you within 3 to 5 business days after it’s received.
What happens if I have an issue with my device after repair?
All repair work is guaranteed for 90 days. Simply contact C Spire/Apple at 1-800-APL-CARE or Brightstar, depending on who repaired your device.
How will I be charged?
When you enroll in the program, you’ll be charged a prorated Monthly Premium on your credit card based on the date of purchase to the end of the month. The Monthly Premium will be charged to your monthly C Spire wireless bill.
How many Claims can I submit?
For the first 24 months of enrollment, you are eligible to receive 3 approved Claims in a rolling 12 month period, 2 of which may be for accidental damage by handling and 1 of which may be for lost/theft. Hardware in-warranty Claims performed during the first 24 months of your enrollment do not count towards this limit. Beginning in month 25 of enrollment, you are eligible for 3 approved Claims in a rolling 12 month period, 2 of which may be for accidental damage by handling and out-of-warranty mechanical or electrical malfunction, and 1 of which may be for lost/theft.
What kind of replacement device will I receive?
If your device is replaced within the first 24 months of enrollment, you will receive an Apple-certified replacement device.
If your device is replaced in month 25 onward, your replacement will be new or reconditioned. Reconditioned devices look and function like new, with a 90-day replacement warranty. If the exact make, model and/or color of your device is not available, your replacement will be of like kind and quality and may be a different color. The device may or may not be Apple-certified.
What’s not covered?
While our plan covers against an impressive range of failures, there are a few exceptions. Any normal wear and tear or pre-existing damage is not covered. Other exclusions apply. You can refer to your plan’s terms and conditions for all the details. You can also call us at 888-318-7688 and we will gladly answer any questions you may have.
Can I cancel my protection plan?
You may cancel at any time by calling C Spire at 855-277-4735. You may receive a refund in accordance with applicable law.
Questions About This Website
What can I do online?
Lots! You can check your premium and deductible, review your plan documents, start a claim, and track it from start to finish. Simply go to My Plan and sign in.
How do I change my personal information?
Log on to My Plan and select Update Profile.
Still didn’t find what you were looking for?
Our customer care representatives are here to assist. Call the Brightstar Device Protection Customer Care Center at 888-318-7688 Monday through Friday 8am to midnight ET, Saturday – 8am to 10pm ET and Sunday – Noon – 10pm ET.