Start a Preferred Care claim for your device

Important:

• For 2-year plans purchased on or after January 8, 2026, and all new and existing monthly plans:
  • Users can file with Asurion at 866-788-5776 or via this website.
• For 2-year plans purchased before January 8, 2026:
  • Users can file with Assurant at 877-406-4372 or via this website.

File a claim

Before you file a claim for mechanical or electrical breakdown:

• Restart your device: A simple restart might fix the problem.
• Check your warranty: You might still be covered by Google's warranty. Check Warranty Status.
  • If your device is still covered: After checking your warranty, you can start the warranty repair process by selecting your device.
  • If your device is out of warranty: File a claim following the instructions below.

Tip: Coverage and service for claims are only available in the country or region where you bought the plan.

File a claim

Important: File your claim as soon as possible, as there are time limits.

• To file a claim:
  • For 2-year plans purchased before January 8, 2026:
    • File with Assurant at 877-406-4372.
    • View Assurant terms and conditions here.
  • For 2-year plans purchased on or after January 8, 2026, and all new and existing monthly plans:
    • File with Asurion at 866-788-5776 or go to this website.
    • View Asurion terms and conditions here.
• Claim limits: No claim limits for post-warranty mechanical or electrical breakdowns and two claims per rolling 12-month period for accidental damage from handling, one limit per rolling 12-month period for failure to locate (excluding tablets and plans sold in Quebec).
• Coverage limits and exclusions: Remember, Preferred Care has limits on accidental damage from handling and failure to locate claims. It also doesn't cover things like abuse, misuse, unauthorized repairs, intentional damage, manufacturer recalls, damage by 3rd party (car, dog, etc.), issues covered by the manufacturer's warranty, and certain natural disasters.

Repair claims

• Repair eligibility: Walk-in repair is only available for Pixel phone cracked screens. Walk-in repair locations are not available in every province or territory. Check locations here.
• Inner screen damage on foldable devices: Unfortunately, Preferred Care doesn't cover repairs for the inner screen of foldable phones like the Pixel Fold. If your inner screen is damaged, you'll need to file a claim for a device replacement and a replacement service fee will apply.
• Parts: Replacement parts used for repairs will come from our authorized servicer's inventory. Replacement parts may include reconditioned, rebuilt, or new parts of similar kind and quality to the original item parts.

Replacement claims

• Replacement location: If approved for a replacement, it must be shipped to the same country or region where you bought the coverage.
• Replacement type: You might receive a new, refurbished, or re-certified device of similar quality.
• Non-return fees for Asurion claims: Covered devices that are damaged or malfunctioning and approved for replacement must be returned or you may be charged a non-return fee.
• Authorization holds for Assurant claims: Your card gets a temporary authorization hold for the device’s manufacturer’s suggested retail price (MSRP). After you return the broken device, the hold is removed. For Pixel phones, the International Mobile Equipment Identifier (IMEI) is also verified beforehand.

Learn about disclaimers for Asurion users

Underwriter disclosure: In Manitoba, Quebec, and Saskatchewan, Preferred Care is underwritten by Continental Casualty Company, Asurion or its affiliates is the agent, and Canadian Specialty Services Corporation is the claims administrator.

Learn about disclaimers for Assurant users

The service contract in Canada is administered by the Federal Warranty Service Corporation. The Federal Warranty Service Corporation operates under the name of Assurant. Assurant is a registered trademark of Assurant, Inc. Your service contract with Assurant and related service communications will be delivered via email.

To view your documents, you must provide us with a valid email address. You will also need a device with internet access, as well as print or storage capability. If you do not receive your service contract within 2 business days, or would like to request a paper copy, please contact Assurant at 877-406-4372.

• Claim limits apply. Refer to your coverage documents for details.
• Cracked screen-only repair applies when service is available and provided through our participating walk-in repair centers.