FREQUENTLY ASKED QUESTIONS

1. How will I know if my battery is affected and should be exchanged?
2. What if I don't have my notification letter?
3. I no longer have the replacement phone Asurion sent me - what should I do?
4. I didn't get the notification letter, but I believe my battery should be exchanged.
5. How long will it take to get my replacement battery?
6. What should I do with my current battery?
7. I have a new phone – should I still request a battery exchange for my old phone?
8. How can I submit a battery exchange request?
9. How can I get more information?

1. How will I know if my battery is affected and should be exchanged?

   There are two (2) sources to help you. First, compare your battery with the images in your notification letter and follow the letter’s instructions. Second, color images of the affected and non-affected batteries are also provided on the About the Battery Exchange Program page of this web site. If your battery does not look like any of the affected (Group B) batteries, no further action is required.

   Back To Top

2. What if I don't have my notification letter?

   If your notification letter has been lost or destroyed, you can still request a battery exchange by calling the toll free number for this program (1-866-384-9175).

   Back To Top

3. I no longer have the replacement phone Asurion sent me - what should I do?

   If the phone is still in your possession, please request a battery exchange. If the phone is not in your possession, please forward your notification letter to the current user/holder, if known, so they can request a battery exchange.

   Back To Top

4. I didn't get the notification letter, but I believe my battery should be exchanged.

   You can submit an investigation request and a representative will research your prior handset protection program claims and determine if you are eligible. The investigation request can be submitted by calling the toll free number for this program (1-866-384-9175) to speak with an agent about your investigation request.

   Back To Top

5. How long will it take to get my replacement battery?

   Timing for your shipment will differ depending on your shipping address. Shipping to addresses in the continental US should take between five (5) and ten (10) business days. Shipping to locations outside the continental US may take a bit longer, but should be completed within twenty-one (21) calendar days.

   Back To Top

6. What should I do with my current battery?

   The battery exchange shipment will include information regarding what to do with the battery being replaced. For those receiving shipment within the continental US, a plastic bag and a padded envelope with the return address label attached will be included. You'll be asked to place the battery inside the plastic bag, which will then be placed inside the padded envelope for return. For those receiving shipment outside the continental US, your package will include instructions for environmentally safe battery disposal in your area.

   Back To Top

7. I have a new phone – should I still request a battery exchange for my old phone?

   Yes, as long as you have the old phone in your possession. If the old phone is not in your possession, please forward your notification letter to the current user/holder, if known, so they can request a battery exchange.

   Back To Top

8. How can I submit a battery exchange request?

   You can submit a battery exchange request by calling the toll free number for the battery exchange program (1-866-384-9175).

   Back To Top

9. How can I get more information?

   You can call the toll free number established for the battery exchange program (1-866-384-9175) and speak with an agent.

   Back To Top