Find information about XMC.
What is XMC?
XMC protects your mobile device, helps you solve technical issues, and optimizes device performance. You’ll know that if the unexpected happens, you can get back up and running quickly while avoiding costly repair and replacement expenses.
What's covered with XMC?
XMC offers the following protection for your mobile devices:
- Accidental damage coverage (for drops, spills, and cracks)
- Unlimited free screen-only repair for smartphones
- Unlimited free back-glass repair for eligible smartphones
- Hardware service (mechanical or electrical failure) after expiration of the manufacturer’s warranty
- Loss and theft coverage
For detailed coverage information, please see the coverage documents.
Unlimited free screen-only and back-glass repairs applies when service is provided through an Assurant-authorized repair center when and where repair service is available. Otherwise, a replacement is available for the accidental damage (all other) service fee of $40 (Group 1) or $99 (Group 2, 3, and 4). Back-glass repair is limited to certain smartphone models. See fastclaim.com/xfinitymobile for additional details.
Does XMC also cover all my accessories?
XMC covers your cellular-enabled mobile device, standard battery, standard charger and SIM (if applicable to your device). Accessories included in the original device packaging, such as a stylus pen, are covered in the event of an incident simultaneously affecting both the device and the accessory.
What isn't covered by XMC?
Losses caused by or resulting from abuse; misuse; service performed by anyone not authorized by Assurant; intentional or cosmetic damage; pre-existing conditions; manufacturer’s recall; certain acts of God; consequential damages; claims as a result of setup, installation, or data restoration; and losses covered under a manufacturer’s warranty. Refer to XMC coverage documents for a full list of exclusions. To request a sample of state-specific coverage documents prior to purchasing coverage, or for general inquiries, call 1-877-881-8578.
Is XMC available for all Xfinity Mobile devices?
XMC is available for Apple and Android devices purchased from Xfinity, or for customers who brought an eligible device to Xfinity Mobile. This includes smartphones and cellular-enabled smartwatches and tablets, for customers who have an active Xfinity Mobile line.
If you deactivate your line of service, your XMC coverage for the applicable device is automatically terminated and your device is no longer covered by XMC.
Does my automobile or homeowner’s insurance cover my wireless device?
Your automobile or homeowner’s insurance policy may cover your device, but XMC would be primary to any such coverage for customers who have an active Xfinity Mobile line and enrolled into XMC.
Who provides and administers the coverage?
Property insurance coverage (for loss or theft) is underwritten by American Bankers Insurance Company of Florida, NAIC 10111; principal address: 11222 Quail Roost Drive, Miami, FL 33157; 305-253-2244; jurisdiction: Washington D.C. and all states in the United States. Coverage is provided under a Master Policy issued to Comcast OTR1, LLC (“Xfinity Mobile”) IA 3000874166, CA 0L81072, 1701 JFK Blvd., Philadelphia, PA 19103, 1-800-852-2244. You’ll be the Certificate holder on Xfinity Mobile’s Insurance Policy for loss and theft coverage benefits. The service contract Provider (for mechanical/electrical failure and accidental damage) is Federal Warranty Service Corporation in all states except CA, where the provider is Sureway, Inc.; FL, where the service contract provider is United Service Protection, Inc.; and OK, where the service contract provider is Assurant Service Protection, Inc. The address and phone number of each service contract provider is P.O. Box 105689, Atlanta, GA 30348-5689; 1-877-881-8578. All of these companies operate under the trade name Assurant. For CA customers, the California Department of Insurance consumer hotline is 1-800-927-4357. For MD customers, the Maryland Department of Insurance consumer hotline is 1-800-492-6116. In UT, insurance coverage is provided under form number CDP20001P-0920. To request a sample of state-specific coverage documents prior to purchasing coverage, or for general inquires, call 1-877-881-8578. Administrator information: These programs are administered by The Signal (P/C License #103130 (GA); P/C License #0D79676 (CA); P.O. Box 47168, Atlanta, GA 30362; 1-877-881-8578). In OK, the Service Contract Administrator is the Signal, LP.
How can I get plan details?
You can view the XMC brochure and sample coverage documents.
Who can enroll in XMC?
Customers with an active Xfinity Mobile line who purchase a smartphone, smartwatch, or tablet through Xfinity Mobile or bring an eligible device, can enroll in the plan.
When can I enroll in XMC?
Unless we tell you otherwise, you can enroll in XMC:
- When you purchase an Xfinity Mobile device.
- When you activate your own device.
- Up to 30 days after device activation.
- During an open enrollment period.
To enroll during the 30-day period after your device activation, or during an open enrollment period, you can do so through the following channels:
Enrolling after the purchase or activation of a device will require you to pass a visual mechanical inspection. For more information see the next question below.
Learn more about virtual inspection process
Open Enrollment quick checkout is only available during open enrollment periods and for eligible customers. It can be accessed from banners on xfinity.com/mobile, xfinity.com/learn/protection-plans, emails sent to eligible customers, and through the Xfinity App. Once you have accessed the site follow the instructions below:
- Select the device(s) you’d like to enroll into XMC.
- If a promotion is available, it will be reflected as well as the full price of XMC.
- Devices outside of the deferred enrollment period will require a virtual inspection.
- Check the box to confirm you agree to complete and pass the virtual inspection. Select Next to continue.
- Assurant will send a virtual device inspection link to the number associated with the device. If the device is a tablet, the link will be sent to the primary email address on the account.
- Note: You’ll have three attempts to complete the virtual device inspection. On the second failed attempt you’ll be encouraged to visit an Xfinity Retail Store to complete registration and pass a visual mechanical inspection.
- Note: You’ll have three attempts to complete the virtual device inspection. On the second failed attempt you’ll be encouraged to visit an Xfinity Retail Store to complete registration and pass a visual mechanical inspection.
- Review your order to confirm your XMC purchase.
- Check the box to confirm your order then press Submit to complete.
- XMC and any discounts should present next to the device it’s applied to during Order Review.
Can my old device stay enrolled in XMC if I give it to a family member or friend to use on another line?
No. Currently, XMC coverage cannot be transferred to a different line, even on the same account. In the instance of a physical SIM swap (when you move your physical SIM from your current device to a temporary device), XMC coverage does not transfer to your temporary device.
Do I need to pay for a full year of coverage upfront?
No. XMC is billed on a month-to-month basis. It continues unless canceled. The monthly cost is $9, $15, $17, or $19, plus applicable tax, per device, depending on device. Find the monthly cost for your device.
How am I billed for XMC?
The monthly cost, plus applicable tax, per device, will appear as an individual line item on your Xfinity Mobile bill. You'll also be charged any applicable service fees/deductibles directly by Assurant once your claims are approved.
If your device is accidentally damaged, malfunctioning, lost, or stolen:
- Visit fastclaim.com/xfinitymobile or use the Xfinity Mobile Care by Assurant app to file your claim 24/7 or call 1-855-884-9771.
- If your device is lost or stolen, contact us through chat to suspend your service and protect yourself against unauthorized use.
- Once your claim is approved, you'll receive repair or replacement options.
Options may include service and technical support through an Assurant-authorized repair center or an advanced exchange replacement by mail.
How will I know if my smartphone is eligible for a $0 screen-only repair?
All smartphone devices enrolled in XMC are eligible for $0 screen repairs at Assurant-authorized repair centers when and where available. When filing a claim, you’ll be given repair or replacement options.
What replacement device will I receive, or what repair parts will be used?
Your device will be repaired with reconditioned parts or replaced with a similar reconditioned device. If a reconditioned device isn't available, we'll replace it with a new model of like kind and quality. Device color may vary depending on availability.
You have 10 business days to return the damaged device. Details on how to return the device will be provided. If the device is not returned, you will be charged an unrecovered equipment fee no greater than the value of the replacement device plus applicable shipping costs.
How long do I have to file a claim?
Claims must be filed within the time limit indicated in XMC's coverage documents.
What information will I need to file a claim?
Be sure to have your Xfinity Mobile account and device information including device make, manufacturer, model, and serial number, and last four digits of credit card on the account. Be ready to provide details about the cause, location, and date of the claim incident. Be prepared to pay your service fee or deductible, which will be collected using credit or debit card once your claim is approved. You can also pay by eCheck where accepted.
Under certain circumstances, additional documentation — such as a police report, government-issued identification, or proof of loss — may be required in order to process your claim.
What is the service fee or deductible for XMC?
Visit the XMC service fee or deductible page to find the service fee or deductible specific to your device make and model.
If I'm authorized to receive a replacement device, when will I receive it?
Once your claim is approved, your replacement device will be shipped through next-business-day delivery, when available, at no additional cost to you.
Where can I get more information on the claims process?
Visit fastclaim.com/xfinitymobile to learn more about the claims process, file a claim, or track an existing claim. You can also file a claim 24/7 using the Xfinity Mobile Care by Assurant app. See how to file an insurance claim through the XMC for information.
How do I check the status of a claim I already filed?
If you need to check the status of your claim, log in to fastclaim.com/xfinitymobile or via the Xfinity Mobile Care by Assurant app.
- Obtain shipping information (including tracking information) for your replacement device.
- View general information about your claim.
- Download any forms that may be required to complete your claim.
- Download another shipping label to return the device for which you filed a claim.
- Verify that the damaged or malfunctioning device has been received.
What are the claim limits for XMC?
For accidental damage (all other) and loss or theft, the program allows you up to three covered claims within a rolling 12-month period based on the date of first repair/replacement. Maximum coverage per claim is the purchase price or replacement value of the covered device (whichever is lower) less any applicable service fee/deductible.
There’s no limit to covered mechanical or electrical failure claims or accidental damage (screen-only repair and back glass-only repair) claims.
Refer to the XMC coverage documents.
What is the Xfinity Mobile Care by Assurant app?
It’s an easy-to-use application that helps solve technical issues with unlimited live technical support and optimize device performance. It also provides more information about your service fees and deductibles, claim filing, and coverage documents.
The Xfinity Mobile Care by Assurant app is pre-loaded on most Android devices. Apple and Google Pixel users must download and register the app.
What kind of technical support will I receive?
Android and Apple customers enrolled in XMC also have access to unlimited support in the Xfinity Mobile Care by Assurant app.
You’ll receive unlimited live technical support for your mobile device as well as most of your smart devices like your laptop, TV, and gaming system. Whether you want to control your lights from your voice-enabled wireless speaker or access your thermostat from your mobile device, a live tech pro can assist. Technical support can help:
- Setup, install, or troubleshoot your devices including phones, tablets, and laptops
- Figure out your device-to-device connectivity
- Create smart device groupings and set up voice commands to control your smart home
- Navigate through Bluetooth, WiFi, and much more
- Help you with tools, tips and tricks to work, teach, or learn from home
How do I access technical support?
Tap the Live Support icon in the Xfinity Mobile Care by Assurant app to call or chat with a specialist.
Specialists are available every day from 8 a.m. to 11:59 p.m. Eastern Time (ET), seven days a week.
Specialists are not available on these days: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
How do I optimize my device’s performance?
Once you have registered the Xfinity Mobile Care by Assurant app, you’ll enjoy the following features that will optimize the performance of your device:
- Unlimited live technical support for nearly any device in the home
- Antivirus by Avast
- User manuals, videos, and how-to and troubleshooting guides
- Claim filing, tracking, and coverage docs
These benefits are provided to all XMC customers at no additional cost.
Disclosures
Enrollment in XMC is optional and is not required to purchase a device or obtain Xfinity Mobile service.
Pricing may not include taxes and fees.
Refer to XMC coverage documents for full details. To request a sample of state-specific coverage documents prior to purchasing coverage, or for general inquiries, call 1-877-881-8578.