FREQUENTLY ASKED QUESTIONS

Q1. What does Samsung Care+ and Samsung Premium Care cover?



A1. Samsung Care+ and Samsung Premium Care includes setup assistance and remote technical support. It also provides replacement coverage for covered product hardware failures due to normal wear and tear as well as coverage for accidental damage from day one (such as drops, liquid spills, and cracks). Please see your program’s Terms and Conditions for full coverage details.



Q2. How do I enroll in Samsung Care+?



A2. All eligible mobile devices can be enrolled in Samsung Care+ on Samsung.com at time of device purchase.



Eligible devices, that are within 60 days of phone activation, can also enroll in Samsung Care+ via the Samsung Members app. Simply launch the app and search for "Samsung Care+." Click on the content card that appears, and then click "Check Eligibility." If your device is eligible, you will then be prompted to follow the steps for enrollment.



Q3. If I buy a new, eligible device will my current subscription carry over?



A3. No, your current subscription will not carry over to your new mobile device. You must enroll your new mobile device in Samsung Care+ on Samsung.com at time of device purchase and cancel your current subscription on your previous device.



Q4. What is the cost of Samsung Care+?



A4. Samsung Care+ costs $3.99, $8.99 or $11.99 per month depending on your device and is automatically billed on a monthly basis to the credit card you provide at time of enrollment. It will be automatically renewed each month for three years unless you cancel coverage, or it is canceled for one of the specified reasons, for example, non-payment.



Q5. What is the service fee for a claim?



A5. Samsung Care+ covers accidental damage from handling with a low service fee for approved claims. The service fee varies depending on your type of service selected. There is no service fee for mechanical breakdown claims. Please see your program’s Terms and Conditions for full coverage details.



Q6. Is there a limit to the number of claims I can make?



A6. For accidental damage, there is a maximum of three repairs or replacements in a 12-month period. There are no repair limits for mechanical breakdown. Please see your program’s Terms and Conditions for full coverage details.



Q7. What is the length of coverage for my mobile device?



A7. Samsung Care+ and Samsung Premium Care is renewed upon payment of the monthly cost for up to three years from the original date of purchase. Samsung Care+ and Samsung Premium Care may be canceled by you at any time.



Q8. When does Samsung Care+ coverage begin?



A8. Your Samsung Care+ coverage begins immediately after purchase.



Q9. I don’t live in one of the 50 United States. Can I still purchase Samsung Care+ for my mobile device?



A9. No. Samsung Care+ is currently only available to customers who live in the continental United States, Hawaii, Alaska, and Washington D.C.



Q10. Can I cancel Samsung Care+ or Samsung Premium Care?



A10. Yes. You can cancel Samsung Care+ or Samsung Premium Care by calling us at 1-866-371-9501, 24 hours a day, 7 days a week, or by mailing a request for cancellation to the address specified in your Terms and Conditions. You can also login to your Samsung account on Samsung.com, click on "My account," and then "My Subscriptions." You will then see your active Samsung Care+ or Samsung Premium Care Subscription and an option to cancel.



Q11. How can I access remote tech or set up support for my Samsung device?



A11. Call us at 1-866-371-9501 or visit us at www.asurion.com/samsung to access remote support.



Q12. What are the hours of service?



A12. A Samsung Care+ Pro can help 24 hours a day, 7 days a week. Call us at 1-866-371-9501.



Q13. How do I file a claim for my Samsung device?



A13. To file a claim, call us at 1-866-371-9501 or click below to make a claim online:



For Galaxy S10 devices and any other eligible mobile phone enrolled after 4/4/19: https://www.asurion.com/samsung/ .



For eligible mobile phones (besides Galaxy S10) enrolled before 4/4/19: https://premiumcareclaims.com/ .



Q14. If my claim is approved, how soon can I expect to receive my replacement device?



A14. In most cases, replacement devices are shipped next business day when available, once a claim is approved.



Q15. Do I have to return my claimed device?



A15. Yes. Once you receive your replacement device and you have successfully transferred your data to the replacement device, you are responsible for returning the claimed device to us within 10 days by using the provided packaging. If the claimed device is not returned within 10 days of receiving your replacement device, you will be charged an unrecovered equipment fee, amount indicated on your coverage documents, not to exceed manufacturer’s retail price.



Q16. Is there a wait period before I can file a claim?



A16. No, when you purchased Samsung Care+ or Samsung Premium Care, your coverage began immediately. Claims for eligible events that occurred after your coverage effective date may be filed immediately.



Q17. What is not covered under Samsung Care+ or Samsung Premium Care?



A17. Any loss as a result of: abuse, neglect, pre-existing conditions, rust, corrosion, theft or burglary, mysterious disappearance, damage from exposure to weather conditions, power fluctuations, and any loss covered under a manufacturer's warranty. Please refer to the program’s Terms and Conditions for a complete list of exclusions.



Q18. What if I don’t feel comfortable carrying my phone in to the service location for repair?



A18. We are taking steps to provide extra protection for you and your phone with curbside assistance. Simply call the uBreakiFix service location when you arrive in the parking area and provide your vehicle information. An associate will assist you within minutes.



Q19. What steps are being taken to sanitize equipment?



A19. Our top priority is to keep you safe. We are taking precautions to ensure a sanitary environment for both our technicians and the phones in our care. Technicians are wearing gloves, repaired phones are being sanitized when received and prior to being returned to you, and all work stations, tools and countertops are frequently being sanitized.



Q20. What steps are being taken when delivering a replacement phone?



A20. We know how important it is to stay connected right now. Once a claim is approved, we’ll ship your replacement phone next business day, and to keep you safe, we’ve added no-touch delivery.

