Embedded Files
What is Mobile Phone Coverage?
Mobile Phone Coverage provides reimbursement for the labor/parts necessary to repair or replace your eligible device in the event of a covered claim for Accidental Damage or Theft. Mobile Phone Coverage pays up to $850 minus a $50 deductible per claim.
Please review the Mobile Phone Protection Guide to Benefit for complete details of terms, conditions, and exclusions.
Who can file a claim?
The primary account holder can file a claim for any mobile phones owned by them or any named account holder. Each claim has a limit of $850 minus a $50 deductible.
What phones are covered?
All eligible Cellular Wireless Telephones owned by named account holders and active on their wireless phone bill are covered. Eligible Cellular Wireless Telephones are the primary line and an unlimited number of additional, or supplemental cellular telephone lines listed on your cellular provider’s monthly billing statement for the billing cycle preceding the month in which the theft or damage occurred.
What is the benefit amount of this coverage?
This benefit pays up to $850 minus a $50 deductible.
When did I become entitled for the Services?
Your entitlement date is 1 day after you opened your Premium Checking account or 1 day after your account was converted to Premium Checking.
What is my coverage effective date?
Coverage for damage begins the first day of the month following the date you became entitled to the services. There is no waiting period for theft. Damage and theft are not covered if the incident occured prior to the date you became entitled to the services.
How long do I have to submit a claim?
Your claim must be submitted within 60 days following the date your phone was damaged or stolen. All documentation must be received within 90 days of the incident.
Do I need to register my mobile phone in advance of a claim?
No, as long as you have an active Premium Checking account, you are eligible for reimbursement on all eligible Cellular Wireless Telephones you own now or in the future. You will need to provide information about your eligible phone only when filing a claim.
How do I file a claim?
Log in to online or mobile banking at americafirst.com and go to the Premium Checking benefits page to file a mobile claim within 60 days of the loss or damage of the covered device.
The online claim form will automatically populate with the Primary account holder's Member ID in the Member ID field.
The primary account holder should enter all the remaining required information on the electronic claim form and attach all required documentation prior to submitting the claim.
If you need assistance locating the Primary account holder's Member ID, please contact AFCU at 800-999-3961.
If any additional information is needed to process your claim, a claims administrator will contact you directly.
Need Help? Call the Benefits Service Center at 866-210-0361. Representatives are available to assist you Monday to Friday, 8:30 a.m. - 5 p.m. EST.
If you do not have access to online banking, enroll today for the easiest mobile claim submission process, or you can call AFCU at 800-999-3961 from 8 a.m. to 8 p.m. MT, Monday through Friday, and on Saturdays between 8 a.m. and 7 p.m. MT.
How does the claim process work? What happens after I enter my information on the online claim form and submit my claim?
Once you submit your claim, it will be reviewed by a claims administrator. If any additional information is needed to process your claim, a claims administrator will contact you.
What documentation will I need to submit for a damaged phone claim?
A copy of your Cellular Wireless Telephone provider’s monthly billing statement for the billing cycle for the month prior to the date of the damage
A repair estimate documenting the damage to your phone and the costs for repair.
What documentation will I need to submit for a theft claim?
You should notify the local police immediately upon discovery of the theft of your mobile phone. You will need to submit:
A copy of the police report filed within 48 hours of the theft
A copy of your Cellular Wireless Telephone provider’s monthly billing statement for the billing cycle for the month prior to the date of theft
What if my phone can’t be repaired and needs to be replaced?
If your phone is deemed beyond economical repair, depending on the nature and circumstances of the damage, the Benefit Administrator, at its sole discretion, may choose to repair or replace your phone or reimburse you for the lesser of a) eight hundred and fifty dollars ($850.00) less the fifty-dollar ($50.00) deductible; or b) the current suggested retail price of a replacement phone of like kind and quality, excluding taxes, delivery and transportation charge, and any fees associated with your Wireless service provider, less the fifty ($50.00) deductible.
If the cost to repair my phone is more than the value of the phone itself, how is the claim handled?
If the cost to repair my phone is more than the value of the phone itself, how is the claim handled?
The repair of your phone is limited to the "current value" of the phone. Reimbursement is determined for the current replacement value of a like kind and quality device (minus the deductible). The Benefit Administrator, at its sole discretion, may choose to repair or replace your phone or reimburse you for the lesser of a) eight hundred and fifty dollars ($850.00) less the fifty-dollar ($50.00) deductible; or b) the current suggested retail price of a replacement phone of like kind and quality, excluding taxes, delivery and transportation charge, and any fees associated with your Wireless service provider, less the fifty ($50.00) deductible.
How quickly will I get reimbursed for repairs to my damaged phone?
Once you submit all required documentation for your claim, you should receive a reimbursement check from the administrator within 5 to 10 business days.
What happens if I don’t submit all the required documentation requested?
The claim will remain open for 6 months following your incident date giving you plenty of time to submit your documentation before the claim is closed.
If my mobile phone is still under the manufacturer's warranty may I file a claim?
Yes, you can file a claim for damage or theft if your phone is still under the original manufacturer's warranty.
What is not covered under this benefit?
The following are not covered:
Cellular Wireless Telephone accessories
Cellular Wireless Telephones purchased for resale, professional, or commercial use. Cellular wireless telephones listed under business wireless plans are not covered as they are utilized for the purpose of conducting professional and/or commercial activities.
Cellular Wireless Telephones that are lost or “mysteriously disappear.”
Cellular Wireless Telephones under the care and control of a common carrier
Cellular Wireless Telephones stolen from baggage
Cellular Wireless Telephones stolen from a construction site
Cellular Wireless Telephones which have been rented, borrowed or part of a pre-paid or “pay as you go” plan
Cosmetic damage to the Cellular Wireless Telephone
Damage or theft resulting from abuse, intentional acts, fraud, hostilities, confiscation by the authorities, risks of contraband, illegal activities, normal wear and tear, flood, earthquake, radioactive contamination, or damage from inherent product defects or vermin
Damage or theft resulting from misdelivery or voluntary parting with the Cellular Wireless Telephone
Replacement Cellular Wireless Telephone not purchased from a cellular service providers retail or Internet store (or authorized retailer)
Taxes, delivery and transportation charges, and any fees associated with the cellular service provider
FOR COMPLETE DETAILS OF “WHAT IS NOT COVERED” REFER TO YOUR GUIDE TO BENEFIT.
Are cracked screens covered?
If the damage occurred from a covered incident, yes.
Are software related issues covered?
No, your coverage does not cover damage caused by software on your phone, including but not limited to, programs or software used for video games, DVDs, CDs, MP3 files, ringtones, contact lists, video screen savers, headphones, applications, programs, pictures, video files, audio files and data, and merchandise for sale. Programs are considered software.
When is theft from an unattended vehicle covered?
We will cover loss or damage that is caused by or resulting from theft from an unattended vehicle when it is securely locked, its windows are fully closed, and there is visible evidence that entry into the vehicle was forced. A police report is required.
I have insurance through my wireless provider. Will the Mobile Phone Protection benefit still pay a claim for my phone if it is damaged or stolen?
In no event will your mobile phone coverage provide duplicate benefits to you; however, if you have insurance coverage through your wireless provider, you can file a claim for the amount of the deductible owed to your wireless provider. Documentation from your carrier showing the deductible amount for the specific damage or theft is required. Once all required documentation for your claim has been received, you will be reimbursed for the wireless provider’s deductible (minus the $50 deductible for your mobile phone coverage).
I’ve filed a claim through the online portal and haven’t received an email or call from a representative?
Call the Benefit Administrator at 866-210-0361. Representatives are available to assist you Monday to Friday, 8:30 a.m. - 5 p.m. EST.
I’ve submitted all my information for reimbursement more than 10 business days ago and have not received a check. What should I do?
Call the Benefit Administrator at 866-210-0361. Representatives are available to assist you Monday to Friday, 8:30 a.m. - 5 p.m. EST.
Who is NXG Strategies?
NXG Strategies is the provider of the mobile phone coverage benefit. Their role is to work with AFCU to make this coverage available to you. AFCU is providing this coverage to you through your account relationship.
Mobile Phone Coverage Guide to Benefit Mobile FAQs
Report abuse