Frequently Asked Questions
Questions About Your Program
Who is Brightstar Device Protection?
A proud subsidiary of Brightstar Corp. since 2011, eSecuritel, now 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.
How much does it cost?
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.
You can also file a claim if your phone or device experiences an electrical or mechanical malfunction and more than 12 months has passed since the date of purchase.
A manufacturer's warranty (in-warranty) is provided by your phone manufacturer and is generally valid for 12 months from the date of purchase. Electrical or mechanical malfunctions in these first 12 months that are no cause of your own are generally covered by your manufacturer's warranty. Details can be found in your original packaging.
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 covered 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 A-Wireless 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 two claims in any rolling 12-month period.
When can I enroll in Brightstar Device Protection device protection?
Our enrollment process is quick and painless. Simply sign up when you buy your new phone or device and your coverage will start immediately. Need a little time to think it over? Enroll any time after your purchase and coverage will start in 30 days. 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 credit card bill.
Note: By accepting coverage for this program, you authorize to share required financial information with us for the purpose of validating claims or charging your debit/credit card on file. If your card number changes, we may attempt to process your due payment using updated information from your card provider or .
How do I cancel coverage?
Call our Customer Care team at for assistance from one of our Representatives. They will help you change or cancel 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 us your broken device. Shipping instructions and packing materials for returning the claimed equipment will be included with the return device we send you. Be sure to act quickly! Failure to do so within 30 days may result in equipment and processing fees of
Avoid a locked device fee by disabling your Find My iPhone app and removing the device from your iTunes account. Learn more.
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.
How do I find my phone’s make and model?
Your phone information is available under the Plan Devices section of the My Plan.
How do I update my credit card information?
Sign in to My Plan and click on My Billing. You’ll see a link where you can update your credit card.
How do I change my covered device?
Sign in to My Plan. You’ll see Change Handset in the dropdown. Click on it and enter the information. Just a heads up, you will need proof of purchase for your new phone or device in order to get it covered.
Can I see my billing history?
Yes. Sign in to your personal account and click on My Billing.
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 888-406-2446 Monday through Friday 8am to midnight ET, Saturday – 8am to 10pm ET and Sunday – Noon – 10pm ET.