AT&T Phone Insurance for Cracked Screen

Cracked Screen on HTC Aria

I dropped my week-old HTC Aria onto the cement and it cracked
I dropped my week-old HTC Aria onto the cement and it cracked

Does AT&T Phone Insurance Cover Cracked Screens?

Yes, AT&T will replace an HTC, iPhone, or any other phone with a cracked screen, as long as you have bought AT&T’s insurance. Here is what you need to know.

  • When you arrange a replacement phone under AT&T’s insurance program, you do it over the phone or online, not in the store.
  • You'll need to answer a few questions through an automated process before a representative will come on the line.
  • iPhone insurance is covered through a different provider (AppleCare+) than other makes of AT&T phones (Asurion).
  • Insurance coverage limits two replacement phones per year.
  • Return the phone and battery in the package they ship you following the instructions they send.
  • For your protection, you want to delete all the information from your phone before you send it back.
  • Keep your SIM card to use in your new phone.
  • The deductible charge will be on your next AT&T phone bill.
  • It only takes a few days to get a new phone through the insurance program. It is shipped next day delivery. Very nice!
  • I had no problem replacing my new phone, but for an older model, upgrade or replacement may make more sense than insurance. Asurion insurance doesn’t guarantee you a new phone of the same model; you may get a refurbished one, or “different equipment of like kind and quality.”

How I Replaced the Brand-New Phone I Broke

Here is how I had my phone replaced through the AT&T Insurance program.

I had only had my AT&T HTC Aria a week when I dropped it onto the cement, from about four feet. It just slipped out of my hand, which for me is a pretty ordinary occurrence; it usually puts a ding or two on the phone, but nothing major happens. Well, this time the phone landed screen side down and shattered. Maybe the phone fell in just the perfect way to compromise the screen, or maybe the screen on the Aria device is just a bit fragile. I was irritated.

The next morning I ran to the AT&T store to get a replacement, but they were swamped and said they couldn't help me. I had to call the AT&T phone insurance number since I had purchased their insurance.

The strange thing is; I never purchase cell phone insurance because I think it's a bad deal for consumers. But last summer I saw how easily a phone can get destroyed with a little water. This poor girl had saved up her money to buy an iPhone. On the houseboat, she set it next to a sink to recharge. Then a kid washing his hands in the sink splashed a little water on the iPhone and fried it. She didn't have insurance. After seeing how her phone was destroyed by a little water, I tacked insurance onto my plan. It didn’t occur to me then that it would cover a cracked screen.

Making the claim for the insurance was super easy. I answered a few questions over the phone. Then a representative came on the line and said a new phone would be shipped next-day delivery. There would be a $50 deductible on my next bill, and I could get email alerts about the progress of the delivery. I got the email that day saying the new Aria phone had shipped, and the next day the phone arrived. I opened the phone, stuck in my SIM card and the battery, and I was up and running.

Before I returned my old phone, I wanted to make sure I wiped it clean. On an Android-based phone, if you remove the battery and the SIM card and restart the phone while it’s plugged in, it will prompt you to restore the factory settings. I followed the prompts and confirmed all my data had been removed. Then, I put the old phone back into the box the replacement phone came in, I put the label AT&T provided onto the box, and we took it to the post office. I was able to keep the extra battery charger and headphones (which I never use) from my old phone.

One of the things that stood out to me is how easy it is to switch between Android phones if you use Google for mail and calendaring. I highly recommend switching to Google mail for small businesses. In about five minutes, I had my new phone set up, and all my information from Google was synchronizing: contacts, calendars, and email.

AT&T gets a lot of complaints about the quality of their network, but my experience with their phone insurance department went smoothly.

Comments 25 comments

sagebrush_mama profile image

sagebrush_mama 6 years ago from The Shadow of Death Valley...Snow Covered Mountain Views Abound!

I'd like to insure my iPhone, but they didn't insure them at the time I bought it. It's a worthwhile price to pay, though, given the headache a broken cell phone can be.

gredmondson profile image

gredmondson 6 years ago from San Francisco, California

I was offered insurance two days ago when I bought my new iphone (3GS, they were out of the 4G's) because I lost my other phone. Now, I am going to go back and buy that insurance. Thanks, Paul, for the shared experience.

Hello, hello, profile image

Hello, hello, 6 years ago from London, UK

Thank you for your greathelp and advice.

Earth Angel profile image

Earth Angel 6 years ago

Good Hub Paul!!

I too, have always felt 'insurance' on our gadgets was a waste of money!! My secretary talked me into getting insurance on my phone and later a camera!! Wow!! Both more than paid for themselves!!

The more we use a particular device, the more it pays to insure it!! A cell phone used for emergency purposes only won't be exposed to the sheer number of handling hours as a cell phone that we use to run our worlds!!

For me, living at the beach and being an avid photographer, insurance pays every time I accidentally drop my camera in the surf!!

Have a GREAT day!!

Earth Angel!!

Paradise7 profile image

Paradise7 6 years ago from Upstate New York

One thing you didn't mention was the cost of the insurance relative to the cost of the phone. I'm with you in that ordinarily I wouldn't purchase phone insurance. I'm glad you had a good experience with this though, and managed to get up and running with your new phone fairly painlessly. Something that went well; something that went right!!! Hooray!

ocbill profile image

ocbill 6 years ago from hopefully somewhere peaceful and nice

A fairly new service now is to fix these screens. I just noticed a lady in line at the courthouse (pls don't ask me my story) but anyways it was IPhone and you just have to get it fixed otherwise it annoys you to death. I am in the market for an HTC w/ video calling though.

Zach 6 years ago

The EXACT same thing happened to me, bought phone, was excited, got knocked out of my hand, shattered screen :/

but i had that insurance which made it super easy and painless to make my woes go away :D

Tif 6 years ago

SAME EXACT thing happened to me, had my phone for 4 days.

Kinsey 6 years ago

I bought my phone at best buy because they have asolutley NO DEDUCTABLE!! The iPhone insurance was 14.99 a month, and you could cancel it at anytime. The aria's is 9.99 a month, no deductables, and they'll replace it as many times as you need it. Only thing t doesn't cove ris lost or stolen.

Sam 6 years ago

The insurance is still a waste of money.

To replace the screen is $100 from HTC, considering you have to pay a $50 deductible plus $5 a month, that means you must break your screen at least once every 10 months. Also bear in mind that you only have a limited number of claims per year.

Also, if you are able to do it yourself a replacement screen is only about $50(the cost of the deductible)

Paul Edmondson profile image

Paul Edmondson 6 years ago from Burlingame, CA Author

Sam, that's a good point. Do you know how to replace the screen yourself? I haven't looked into it. I dropped my phone three times and twice the screen cracked. You can only replace two phones a year with the insurance. On to the Iphone now:)

Sarah 5 years ago

Thanks so much. This helped. I dropped my HTC and the phone cracked just like that, and i wasn't sure if i was going to be able to get it replaced, if insurance would even cover it and so forth or how i would go about doing it so, thanks. very helpful. (:

Kenny 5 years ago

sad thing is, i dropped my aria about a foot off the ground when standing up off the grass (had my phone in my lap) and the screen cracked that easy. i just dont remember if i had insurance on my phone..will find out tomorrow :(

Brittany 5 years ago

The same thing happened to my Aria! The screens are horrible. Thanks for the information, it helped a great deal!!!

bob 5 years ago

everyone i know who switched to at&t and got the htc aria have broken screens the screens are terrible fraudulant

Paul Edmondson profile image

Paul Edmondson 5 years ago from Burlingame, CA Author

I left the aria and am now on an iPhone 4.

nik ratiner 5 years ago

mine is so much worse

Ashlee 4 years ago

That's not the case for me about 3 weeks ago my screen craked and when my mom finally got insurance on it she called to get it replaced,so she did all the documents needed and sent it in but when she call the insurance ppl back they said they didn't get so she sent it again its been a week now and she still hasn't got a response . I just want my replacement phone i.e at&t iphone :/

Amanda 4 years ago

I had my sister's Aria for a few months after my phone broke, and in less then a week I had dropped it twice with the screen braking a little more each time. It still worked for a few months after that but eventually the screen became unresponsive.

lilly 4 years ago

I am very dissatisfied with the phone insurance and even the warranty My 4G Infuse has been a prob from the beginning and now the charging port has somehow been destroyed. Been on the phone with ATT all week and all I hear is "Unfortunately, that's the way it is" Well unfortunately I'm going elsewhere.

Paul Edmondson profile image

Paul Edmondson 4 years ago from Burlingame, CA Author

AT&T phone insurance is very good. There may be subtleties in what they cover, but if you have a problematic phone, figure out what they cover and it's likely your phone has that problem as well as others. It's important to remember that insurance only covers a few phones. So, if you make too many claims, you'll be out of luck.

rebemac 4 years ago

I have been a customer of AT&T for four years now I went to make my Insurance claim on my phone and they told me they can not give me the same phone and my options are not to different from what I have but I can not use my lapdock with the phone options provided to me, Needless to say I am not happy. So I am stuck in a contract and I have to pay $125 deductible on a phone that doesn't meet the same standards as the one I have been paying insurance on and I am out $400 in accessories that I can no longer use. And there is not a darn thing I can do.

Paul Edmondson profile image

Paul Edmondson 4 years ago from Burlingame, CA Author

That stinks. How old is your phone?

Zane 21 months ago

Iphone 6, cracked screen. Do i have a 199 deductible for that? if so, insurance is a collosal rip off

Paul Edmondson profile image

Paul Edmondson 21 months ago from Burlingame, CA Author

There is a deductible, but that's less expensive than buying a new phone. But, I agree the phone insurance isn't a very good deal. I've abandoned it.

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