Broken phone on Verizon? Ugh, we've all been there! That heart-sinking moment when your beloved device slips, shatters, or simply stops responding. But don't despair! Replacing a broken phone with Verizon doesn't have to be a nightmare. This comprehensive guide will walk you through every step, helping you get back to texting, calling, and scrolling in no time.
Step 1: Assess the Damage and Your Coverage! (Don't Skip This!)
Before you do anything else, let's figure out what you're dealing with.
What's the extent of the damage? Is it a cracked screen, water damage, or a completely unresponsive device? Knowing this will help determine your options.
Do you have Verizon Device Protection? This is CRUCIAL. Verizon offers several device protection plans, often managed by Asurion, that cover loss, theft, and damage. These include:
Verizon Mobile Protect
Verizon Mobile Protect Multi-Device
Total Equipment Coverage
Wireless Phone Protection
Verizon Extended Warranty (primarily for malfunctions, not physical damage)
If you're unsure, now's the time to check! You can typically do this through:
The My Verizon app: Navigate to your device overview.
Logging into My Verizon on their website.
Calling Verizon Customer Service (*611 from a working Verizon phone, or 1-800-922-0204 from another phone).
Why is this important? Because your coverage will dictate your next steps, potential costs (deductibles!), and how quickly you can get a replacement. If you don't have protection, don't worry, we'll cover options for you too.
Step 2: Determine Your Path to Replacement
Based on your damage assessment and coverage, your path will likely fall into one of these categories:
Sub-heading: Scenario A: You Have Verizon Device Protection (Highly Recommended!)
This is usually the quickest and most cost-effective route if your phone is broken. Your protection plan will typically cover accidental damage.
Sub-heading: Scenario B: Your Phone is Under Manufacturer's Warranty (Malfunction, Not Physical Damage)
If your phone malfunctioned (e.g., won't power on, charging port stopped working, speaker issues) and it's not due to physical damage, it might still be covered under the manufacturer's warranty. This usually applies within the first year of purchase.
Sub-heading: Scenario C: No Protection, No Warranty (Uh Oh!)
If you don't have device protection and the damage isn't covered by the manufacturer's warranty (which is most physical damage), you'll need to explore other options.
Step 3: Taking Action – Step-by-Step Guide
Let's dive into the specifics for each scenario.
Step 3A: For Verizon Device Protection Holders (The Easiest Route!)
If you have Verizon Device Protection (Verizon Mobile Protect, Total Equipment Coverage, Wireless Phone Protection, etc.), you'll primarily be working with Asurion, Verizon's device protection partner.
File a Claim with Asurion:
Online (Recommended): Visit
phoneclaim.com/verizon Through the My Verizon App: Go to your Device Overview, find the broken device, and select "Lost, stolen, or damaged device? Start a claim."
By Phone: Call Asurion directly at (888) 881-2622.
Provide Necessary Information:
You'll be asked about the make and model of your device, its Device ID (IMEI/MEID – if you can't access your phone, you can find this in My Verizon under "My Devices"), and a detailed description of the damage. Be honest and accurate.
Pay Your Deductible:
Like most insurance, device protection plans have a deductible. This is the fee you pay when filing a claim. Deductibles vary based on your device and plan, but for damaged devices, they can range from $99 (for certain damage on select smartphones) to higher amounts. For cracked screens on select smartphones, some plans like Verizon Mobile Protect offer a $0 deductible. Asurion will inform you of your specific deductible during the claim process.
Choose Your Repair/Replacement Option:
Depending on the damage and your location, Asurion may offer:
In-store repair at an Asurion-authorized repair location (like uBreakiFix). This can be a same-day option for cracked screens.
Mail-in repair (you ship your device, they repair and send back).
Mobile repair (a technician comes to you in select areas).
Device Replacement: If repair isn't feasible or available, you'll be offered a new or refurbished device of like kind and quality. Claims approved Monday-Friday by 12 AM CT are often shipped for next business day delivery.
Prepare Your Old Device (for Replacements):
If you're receiving a replacement device, you'll generally need to return your broken device within a specified timeframe (usually 5 days) to avoid a non-return fee (which can be the full retail price of the replacement!).
Before sending it back:
Backup your data! If possible, back up photos, contacts, and other important files.
Perform a factory reset to wipe all your personal data.
Remove your SIM card and any external memory cards.
Remove your device from your iCloud/Google account (important for iPhones and Androids respectively, to disable activation lock).
Activate Your New Device:
Once your new or repaired device arrives, follow the instructions to activate it on your Verizon line. This usually involves inserting your SIM card or following on-screen prompts for eSIM activation.
Step 3B: For Manufacturer's Warranty Claims (Malfunctions Only)
If your phone is malfunctioning (not physically damaged) and is less than a year old, it's likely still under the manufacturer's warranty.
Contact Verizon Support:
Call Verizon Customer Service or visit a Verizon store. Explain that your device is malfunctioning and you believe it's a warranty issue.
They will guide you through troubleshooting steps to confirm it's a malfunction and not user-induced damage.
Eligibility for Replacement:
Within 30 days of purchase: Verizon will typically replace your defective device with a new one at no cost.
More than 30 days, but less than 1 year: Verizon will often provide a Certified Like-New Replacement (refurbished) device at no cost.
If you have Verizon Extended Warranty: This extends malfunction coverage beyond the standard manufacturer's warranty (typically for devices more than a year old). They will repair or replace your malfunctioning device with a new or refurbished one, often with a $0 replacement fee (though declining a repair offer might incur a $49 fee).
Return Your Defective Device:
Similar to insurance claims, you'll need to return your defective device within a specified timeframe (usually 5 days) to avoid being charged the full retail price of the replacement.
Remember to backup data, factory reset, and remove SIM/memory cards before shipping!
Step 3C: No Protection, No Warranty (The Harder Road)
If you don't have protection and your phone is physically broken, your options are more limited and likely involve out-of-pocket expenses.
Option 1: Out-of-Warranty Repair:
Manufacturer Repair: Contact your phone's manufacturer (Apple, Samsung, Google, etc.) to inquire about their out-of-warranty repair services. This can be costly but ensures genuine parts.
Third-Party Repair Shops: Local phone repair shops can often fix common issues like cracked screens at a lower cost. Be cautious and choose reputable shops with good reviews. Be aware that using non-authorized repair services could potentially void any remaining manufacturer warranty.
Asurion without a plan: Even without a protection plan, Asurion (who partners with Verizon for repairs) often offers repair services through their uBreakiFix stores. You can check their website (
asurion.com/cell-phone-screen-repair
Option 2: Buy a New Device:
Verizon Upgrade/New Purchase: You can purchase a new phone directly from Verizon. This might involve signing a new device payment agreement. Look out for any trade-in offers that could offset the cost.
Certified Pre-Owned (CPO) from Verizon: Verizon often sells Certified Pre-Owned devices. These are typically cheaper than new phones and come with a limited warranty.
Unlocked Device from Retailer: You can buy an unlocked phone from a retailer like Amazon, Best Buy, or directly from the manufacturer, and then activate it on your Verizon line.
Option 3: Activate an Old Device:
If you have an old, working Verizon-compatible phone lying around, you can activate it on your line to get by. This is a quick and free solution in the short term. You can activate it through My Verizon or by calling customer service.
Step 4: Data Transfer and Setup (Getting Back to Normal!)
Once you have your new or repaired device, you'll want to get all your data back and set it up just how you like it.
Data Transfer:
Cloud Backups: If you regularly backed up your phone to iCloud (for iPhones) or Google Drive (for Androids), restoring your data is usually straightforward during the initial setup.
Smart Switch (Samsung) / Move to iOS (Apple): Both Samsung and Apple offer apps that facilitate data transfer from your old device (if it's still somewhat functional) to your new one.
Verizon Content Transfer App: Verizon may offer their own app or in-store assistance for data transfer.
Re-download Apps and Log In: You'll need to re-download your favorite apps and log back into them.
Customize Settings: Adjust your notification settings, wallpaper, widgets, and any other personal preferences.
Important Considerations:
Don't attempt DIY repairs unless you're experienced. You could cause further damage and void warranties.
Be wary of unofficial repair shops. Ensure they use quality parts and offer a warranty on their work.
Consider device protection for your new phone. After going through this process, you'll likely appreciate the peace of mind that device protection offers!
10 Related FAQ Questions:
How to check if I have Verizon device protection?
You can check your device protection status by logging into the My Verizon app or your My Verizon account online, navigating to your device details, or by calling Verizon Customer Service at *611.
How to file a claim for a broken phone with Verizon?
If you have device protection, file a claim online at
phoneclaim.com/verizon
How to find my phone's IMEI/Device ID if it's broken?
You can usually find your Device ID (IMEI/MEID) by logging into your My Verizon account online and navigating to the "My Devices" section for the specific line.
How to back up my data on a broken phone?
If your screen is responsive enough, connect to Wi-Fi and ensure cloud backups (iCloud/Google Drive) are enabled. If not, some repair shops might be able to help recover data, but it's not guaranteed.
How to prepare my broken phone for return to Verizon/Asurion?
Before returning a broken phone for replacement, always back up your data, perform a factory reset, remove your SIM/memory cards, and remove the device from your iCloud/Google account.
How to activate my replacement phone from Verizon?
Typically, you just need to insert your existing SIM card (or activate an eSIM if prompted) and follow any on-screen setup instructions.
How to determine if my phone is covered under manufacturer's warranty?
Manufacturer warranties usually cover electrical or mechanical malfunctions that are not caused by physical damage or liquid exposure, and typically last for one year from the purchase date.
How to get a cracked screen repaired through Verizon?
If you have Verizon Mobile Protect or Wireless Phone Protection, you may be eligible for cracked screen repair with a $0 deductible for select smartphones by filing a claim with Asurion. Otherwise, you can pay for an out-of-warranty repair at an Asurion-authorized repair center (like uBreakiFix) or a third-party shop.
How to avoid a non-return fee for my broken phone?
Make sure to return your broken device to Asurion/Verizon within the specified timeframe (usually 5 days) after receiving your replacement, and ensure it's prepared properly (data wiped, accounts removed).
How to check the status of my Verizon phone replacement claim?
You can typically check the status of your claim on Asurion's website (
phoneclaim.com/verizon
