Asurion Claim Status: How to Track a Claim

An Asurion claim status tells you where a device protection claim stands: filed, in review, approved, shipped, or closed. Asurion administers device protection plans sold through carriers, retailers, and manufacturers, so the claim is tracked by Asurion even when you bought the plan somewhere else.

The status matters most when it stops moving. Most stalled claims are waiting on a document, a verification step, or a return — not on a decision — and the status page rarely spells that out plainly.

What you need before checking an Asurion claim status

A claim cannot be looked up by name alone. Have these ready:

• The claim number from the confirmation email or text sent when the claim was filed.
• The mobile number or account number the protection plan is attached to.
• The device identifier — the IMEI or serial number of the device the claim covers, not the replacement.
• The email address used when the claim was filed, since notifications and requests for documents go there.
• The billing ZIP code on the account holding the plan.

If the plan came through a carrier, the account holder's details matter, not the device user's. A claim filed on a family line is looked up under the account holder.

How do I check the status of an Asurion claim?

1. Open the company’s official website and go to the claim lookup or existing claim area rather than starting a new claim. Starting over creates a second claim and slows the first one down.
2. Enter the claim number, or the mobile number the plan is attached to if you no longer have the claim number.
3. Verify your identity when prompted. This usually means a code sent to the email or an alternate number on file, so have access to one of them.
4. Read the status wording exactly and note the date beside it. Wording such as "additional information required" means the claim is stopped and waiting on you.
5. Open the messages or documents section on the claim. Requests for identity documents often appear there without a separate email arriving.

What do the Asurion claim statuses mean?

• Submitted or received — the claim exists and has not yet been reviewed. Normal on the first day.
• In review — the claim is being checked against the plan and the device record. This is where identity or eligibility questions arise.
• Additional information required — the claim is halted until you supply something. It will not advance on its own, no matter how long you wait.
• Approved — the claim is accepted and fulfillment is next. What comes next depends on whether the claim is a repair or a replacement.
• Shipped or scheduled — a replacement is on its way, or a repair appointment exists. A tracking reference usually appears at this point.
• Denied or closed — the claim ended without fulfillment. The reason is the important part, and it determines whether an appeal makes sense.

Why is my Asurion claim stuck in review?

A claim sitting in review is usually held by one of these, in rough order of how often they occur:

• Identity verification. The claim details do not line up with the account holder on file, so proof of identity is requested before anything continues.
• The device identifier does not match. The IMEI submitted belongs to a different device than the one on the plan — common after an earlier replacement, when the plan still lists the older device.
• The plan was recently added, and eligibility is being confirmed for a device enrolled shortly before the loss.
• A prior claim on the same line is still open. Claims usually queue rather than run alongside each other.
• A payment step required by the plan has not been completed. Fulfillment does not begin until whatever your plan terms require has been settled, and the status page may not say so plainly.

Why does the Asurion claim page not find my claim?

1. Check that you are searching by the mobile number the plan covers, not the number you are calling from.
2. Try the claim number instead of the phone number. A claim filed through a carrier's app is sometimes reachable only by claim number on the Asurion side.
3. Confirm which company administers your plan. Not every device protection plan is administered by Asurion, and a claim filed elsewhere will never appear.
4. Allow a few hours for a claim filed minutes ago. A claim started in one channel can take time to appear in another.
5. Check the email inbox used at filing, including spam, for the confirmation. If no confirmation exists, the claim may not have been submitted at all — many claims die at the last screen.

How do I track the replacement device after an Asurion claim is approved?

Once a claim reaches shipped, the claim page carries a shipping reference you can follow with the carrier handling delivery. Two details catch people out. First, replacements often require a signature, so a delivery attempt can fail while you are out. Second, the shipping address is the one on the claim, and it is not changeable after dispatch — check it while the claim is still in the approved state.

If the claim covers a repair rather than a replacement, the status tracks an appointment instead of a shipment, and the location and time are what to verify.

Do I have to return the old device after an Asurion claim?

For a damaged-device claim, yes, in most plans. The replacement arrives with return material, and the old device has to go back within the window your plan states. This is the single most common way a completed claim reopens: the device is never returned, and a non-return charge follows under the plan terms.

Before returning the old device, remove the account lock — the activation lock or equivalent — and sign out. A returned device that is still locked to your account can be treated as a non-return even though it physically arrived.

When should I contact Asurion instead of waiting?

Contact Asurion when the status has read "additional information required" for more than a day, when the status has not changed at all since filing and the device is unusable, when the claim page cannot find a claim you have a confirmation for, or when the tracking shows delivery but nothing arrived. Have the claim number and the covered mobile number ready before you start; without the claim number, the conversation begins with a search rather than an answer.