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Frequently Asked Questions

Handset Protection

  • Cellcom will provide authorized users with the last four digits of their ESN/MEID over the phone. If necessary, Cellcom can provide authorized users with the full ESN/MEID if they come into a store. The ESN/MEID can also be found on the box that your phone came in.

  • The make and model of your wireless phone can be located on the box the phone came in or on your original sales receipt.

  • You are eligible to enroll in our Handset Protection Program within 30 days after your purchase and activation of a new or certified used phone on the Cellcom network. Visit a Cellcom retail or agent location for more information and enrollment details.

  • One in four phones end up lost or damaged in the first six months of ownership. As a customer that signs a contract with Cellcom, the subsidized price you pay when activating or upgrading is much lower than the retail price. If something were to ever happen to your device, the cost to purchase a new device could be over $600. Customers on a Flex installment plan who damage or lose their device must pay their device off in full before they can purchase a new device. Cellcom's Total Coverage handset protection plan provides peace of mind knowing you can receive a new replacement if your device is ever lost, stolen, damaged, OR stops working because of electrical/mechanical failure outside of the manufacturer's warranty. Most traditional insurance policies don't cover wireless phones. If they do, the deductible alone may be much more than the cost to replace or repair your phone. Cellcom offers many options for protecting your wireless device, talk to your Sales Consultant for more information.

  • Total Coverage covers loss, theft, accidental physical damage and malfunction or mechanical/electrical failure after the manufacturer's warranty. CarePlus can only be sold when coupled with AppleCare+; in this scenario the extended warranty would be covered by AppleCare+ while CarePlus covers lost, theft and catastrophic damage. Limited Coverage does not cover extended warranty.

    Covered equipment and accessories:

    • One wireless device. The wireless device's current unique identifier (e.g. ESN, MEID, or IMEI) must be registered and on file with Cellcom and Brightstar at the moment of loss, theft or damage.
    • One standard battery (as part of handset loss).
    • One standard charger.

  • The monthly premium is determined based on the non-discounted retail price of the device at the time of purchase. For Total Coverage the monthly premium will be $4.99, $6.99, $9.99 or $10.99. For CarePlus (for AppleCare+ customers) the monthly premium will be $4.49, $5.99 or $6.99. For Limited Coverage (this does not cover electrical or mechanical failure) the monthly premium will be $3.99, $4.99, $6.99 or $7.99.

  • Typically you can pick up your replacement equipment at a store on the same day that your claim is approved.

  • Device Protection offers a replacemenet or device repair dependent upon location, make/model, and damage type. Replacements may be new or reconditioned equipment which may have minor cosmetic flaws. Visit a Cellcom retail or agent location for more information.

  • You are limited to 2 claims in any rolling 12-month period per wireless subscription.

  • Call Brightstar's customer care center toll free at 888-406-2446 or visit cellcom.brightstarprotect.com. For the quickest service, file your claim before visiting a Cellcom store; claims can also be filed while at a Cellcom store but we cannot provide a replacement until the claim is approved. You have 60 days to file a claim from the date of the incident; once your claim is approved you have another 60 days to fulfill your claim and receive the replacement device.

  • Please note that a one-time deductible (plus applicable tax) is required when your claim is approved and a replacement is authorized. Your deductible will be based on the make and model of the equipment for which you make a claim. Please contact a sales or customer care representative to confirm your exact deductible.

  • We work with Brightstar for our handset protection program. Visit our program overview page on their website.

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