How it works

If your device is damaged:

Call Asurion within 30 days of the incident at 1-866-281-4537 to determine if the required repair is covered by your device’s manufacturer’s warranty. If it is, we’ll arrange to have it repaired, which could take 2 - 10 business days. If it is covered* under Device Protection Plan please follow steps 3 - 5 below.

If your device is lost or stolen:

1. Call TELUS immediately at 1-866-558-2273 to suspend service and prevent unauthorized usage.
2. Contact Asurion directly within 30 days of the incident by calling toll-free 1-866-281-4537.
3. Once your replacement request is approved, you will be asked to pay a replacement service fee of $40, $80, or $150 based on your device model involved in the incident.
4. Once you pay the replacement service fee, a new replacement device with a brand 12-month warranty will be shipped to you, typically in 1-2 business days.
5. When your replacement device arrives
   • Follow the simple device activation steps included in the box
   • Return your damaged or defective device (if applicable)*

Note: Subscribers are eligible for a maximum of 2 service requests within any consecutive 12 months, after which your Device Protection Plan subscription will be cancelled by TELUS. You will be eligible for this service again after 12 months when you activate a new device. Each service request is limited to a maximum value of $750.

Pricing

A monthly fee of $7 is billed directly to your regular monthly TELUS account. At the time of a service request, Asurion will also charge a device replacement service fee to your credit card. This fee will be $40, $80 or $150, depending on the lost, damaged or stolen device model. For a service request that is not covered by the Device Protection Plan (e.g., cosmetic damages, antenna damage, virus), Asurion may charge up to $300 to your credit card to provide uncovered services.

How to enroll

Simply visit a TELUS Store or call Client Care toll free at 1-866-558-2273 within 30 days of activating your new TELUS Mobility device. There is no commitment and you can unsubscribe from the service at any time.

View a complete list of our devices.

* Postage pre-paid envelope will be provided with replacement device. Failure to return your damaged device may result in a fee of up to $300. If we determine your damaged device did not suffer a failure covered by the Device Protection Plan, you may be charged a non-covered service fee of up to $300 unless you return your replacement equipment, in good working order.

*Limitations and exclusions

The Device Protection Plan only replaces the client’s device and standard in box accessories. It does not cover other damages or losses. Incidents caused by :

1. War, revolution, acts of public enemy or terrorist, labour difficulties, civil commotion, embargo, acts of government, or military authority.
2. Abuse, misuse, or intentional acts.
3. Pre-existing incidents with the client`s equipment that occurred before the client subscribed to the Device Protection plan.
4. Changes or enhancements in color, texture, finish, expansion, contraction, or any cosmetic damage to the client`s device or standard in-box accessories however caused, including, but not limited to, scratches and marring, or
5. Incidents caused by computer viruses or similar unauthorized intrusive codes or programming are not covered by the Device Protection Plan.

The following are also excluded from the Device Protection Plan :

1. Contraband or property in the course of illegal transportation or trade.
2. Property in transit to you from anyone other than Asurion.
3. Routine maintenance and consumable items, such as batteries (one standard battery will be provided with the replacement device if it is a different model than defective device or if the battery was part of the incident
4. Antennas, or
5. Any accessories (except in box accessories), including but not limited to color face plates, personalized data, or customized software, such as personal information managers (PIMs), ring tones, games, or screen savers.

Read the Device Protection Plan Terms and Conditions for full program details.