FAQs

Why protect my mobile device?

For most of us, our mobile devices are our connection to the world. Sadly, every day, people just like you lose access to that lifeline due to unforeseen events such as mechanical or electrical failure or accidental damage. Samsung Premium Care gives you peace of mind knowing that should this happen to you, a fast and easy claims process will get you reconnected quickly without having to pay significant repair or replacement costs. Program coverages and details vary - find out how Samsung Premium Care can help you stay connected by visiting http://www.samsung.com/us/support/premium-care

What information can I access on  www.samsung.com/us/premiumcare/oops?

www.samsung.com/us/premiumcare/oops is your one-stop access point where you'll find the following information:

• File My New Claim - Submit a claim online, 24/7.

• Track My Claim - Secure, real-time updates at every step of the claims process.

• My Claim Details - Review general claim information.

• My Claim Documents - Download forms that may be required to complete your claim.

• My Replacement Device - Get shipping information (including tracking information) for your replacement device.

• My Return Instructions - Download a shipping label to return a claimed device - or verify that the device you returned has been received.

• You have Questions? We Have Answers! - View a list of our most frequently asked questions.

• Program Info - Get information about Samsung Premium Care and view or download program terms and conditions.

• Contact Us - Reach out to us with any questions you may have or upload your documents electronically.

Is there a deductible?

A $99 deductible will apply for each approved accidental damage claim. There is no deductible for mechanical breakdown.

Under what circumstances will my device be repaired or replaced?

Samsung Premium Care covers mechanical breakdown after the manufacturer's warranty expires and accidental damage.
Exclusions apply. Please refer to your coverage documents for complete details.

Are there any limits to the number of claims I'm allowed?

Under Samsung Premium Care you are allowed three approved claims within a 12-month period for accidental damage.
Please refer to your coverage documents for complete details.

How long do I have to file a claim?

You must file a claim within 90 days of the incident.

Is there a waiting period before I can file a claim?

No, there is no waiting period before filing a claim.

What is the fastest way to file a claim?

Completing your claim online at www.samsung.com/us/premiumcare/oops is quick and easy. Simply visit the Homepage on this site and enter your mobile number on the File or Track My Claim box.

What do I need to start a claim?

Only someone authorized on the account can file a claim. To expedite your experience, we recommend you have the following items handy before beginning:

• The 10-digit Mobile number or the IMEI number of the device you are claiming
• Make and Model of the device
• E-mail address (to provide you with status updates about your claim)
• Deductible payment method (credit/debit card or echeck)

What is the importance of providing a valid e-mail address?

Having an email address allows us to provide you with various important communications including status updates regarding your claim. You will get an email when your claim is approved, and when your replacement device is shipped, you'll be provided a tracking number to confirm delivery of your device.

How can I determine my device's manufacturer and model?

Check your device's original packaging and/or your original receipt. You can also find some helpful information on viewing your device's information here.

What if I can't find the IMEI number for my device?

This number is typically located under the battery, on the original device packaging, or on your purchase receipt.

How do I determine whether any additional information or documentation is required for my claim to be processed?

Sometimes, additional information or documentation is required before a claim can be approved. To help prevent delays, view your claim status to see if any additional information is required. To do this, follow these three easy steps:

1. Enter your Mobile number or IMEI number in the File or Track My Claim box on the homepage of www.samsung.com/us/premiumcare/oops and click Submit. Once your number has been verified, click Track My Claim.
2. Enter your Zip Code and then key in the numbers/letters, including any spaces into the box. Then click Continue.
3. Click on the My Claim Documents tab to verify whether your claim documents have been received or if additional information is needed.

Where can I fax or email my claim documents?

For your convenience, claim documents can be faxed to 1-866-450-4080. You can also email documents to us by visiting the Contact Us page. Please allow 24 hours for processing.

How can I check the status of my claim?

Check the status of your claim anytime by visiting www.samsung.com/us/premiumcare/oops and following these three easy steps:

1. Enter your Mobile number or IMEI number in the File or Track My Claim box on the homepage of www.samsung.com/us/premiumcare/oops and click Submit. Once your number has been verified, click Track My Claim.
2. Enter your Zip Code and then key in the numbers/letters, including any spaces into the box. Then click Continue.
3. Tabs will appear to provide you with additional information as you move through the claims process. Simply click on each tab for details. 

How long does it take to get a replacement device?

Once your claim is approved, we will ship your device via next business day delivery, when available. Replacement shipping varies by program type. Please refer to your coverage documents for details. If you provided your email address when filing your claim, you will receive a notice advising you when the device has shipped.

Will the replacement device be exactly the same make and model as my original?

Replacement devices are reconditioned, certified like new devices of like kind and quality. In the event a reconditioned device is not available, we will replace it with a new model of like kind and quality. Device color may vary, depending on availability.

How do I activate my replacement device?

First, charge your replacement device for 12 hours prior to use.

It's that simple!

You're now ready to begin enjoying your replacement device!

To ensure satisfaction, your replacement device has been fully tested for quality prior to shipment. If, however, you experience any issues with your replacement device, please call 1-866-371-9501 within 5 days for assistance. If our representative authorizes the return of your replacement device, you will be provided with detailed instructions on how to return the device using the FedEx Ground® Package Returns Program (PRP) label located inside the replacement device box.

How can I maximize the performance of my battery?

You can find detailed information for your specific device on Samsung's support pages (keyword: battery).

Why do I need to return my malfunctioning/damaged device?

Once your claim has been approved, the claimed device becomes property of Assurant* and must be shipped to us using the instructions provided.

How do I return my malfunctioning/damaged device?

Everything you need to return a malfunctioning/damaged device can be found inside your replacement device box. Once received, simply follow the instructions below:

• Complete the FROM section of the enclosed U.S. Mail (Postage Paid) First Class Mail Label/Envelope.
• Place the device (together with battery) into the envelope and seal it.
• Place the sealed envelope in your home mailbox or any official U.S. Post Office mailbox.

Once mailed, use the Track My Claim function to verify when your claimed device is received.

I can't find the mailing label I need to return my malfunctioning/damaged device. What should I do?

If you misplaced the mailing label for returning your malfunctioning/damaged device, simply print a replacement one. Here's how:

• Enter your Mobile number or IMEI number in the File or Track My Claim box on the homepage of www.samsung.com/us/premiumcare/oops and click Submit. Once your number has been verified, click Track My Claim.
• Enter your Zip Code and then key in the numbers/letters, including any spaces into the box. Then click Continue.
• Go to the My Return Instructions tab and then click on the Return Receipt Label to download a new label in PDF format.

Is there a fee if I don't return my malfunctioning/damaged device?

If the malfunctioning/damaged device is not returned within 10 days of receiving your replacement device, you may be charged unrecovered equipment fee up to the MSRP of the device, not to exceed $1,200.

Available payment options for the unrecovered equipment fee (if required) may include:

• Credit Card (Visa, MC, AMEX, DISC)
• Debit Card
• e-check
• Personal Check

*Samsung Premium Care is offered by Samsung Electronics America and the extended warranty (service contract) coverage is provided by Assurant.