Why protect my mobile device?
We know you don't like to settle for anything but the best when
it comes to your device. However, sometimes you experience product
damage or manufacturer's defect that may leave your device in bad
shape. The On-Guard Plus 18 by
Assurant®, On-Guard Plus 24
by Assurant® and On-Guard 12
by Assurant® programs
give you peace of mind knowing that if your device suffers a
covered incident, a fast and easy claims process will get you
reconnected quickly without having to pay significant repair or
replacement costs. Program coverages and details vary - refer to
your coverage documents for details.
What information can I access on PlusClaims.ca?
PlusClaims.ca is your one-stop spot where you'll find the
- FAQs - View a list of our most
frequently asked questions.
- About Assurant - See how
committed we are to keeping you connected to your mobile
- Contact Us - Reach out to us
with any questions you may have or upload your documents
Is there a service fee?
A service fee will apply for each accidental damage claim. For
specific details on the service fee amount for your coverage and
device model, please go to My Service Fee.
Under what circumstances will my device be
The On-Guard Plus 18 and On-Guard
Plus 24 programs cover accidental damage from day
one and product hardware failure, during and after the
manufacturer's warranty term.
The On-Guard 12 program
covers product hardware failure, after the manufacturer's warranty
Exclusions apply. Please refer to your coverage documents for
How many claims am I allowed?
Under the On-Guard
12 program there is no limit on the number of
claims you can file.
Plus 18 program has a limit of two
approved claims within the 18 month term period for accidental
claims and no claim limit for product hardware failure
Plus 24 program has a limit of two
approved claims within the 24 month term period for accidental
damage claims and no claim limit for product hardware failure
Please refer to your coverage documents for more details.
How long do I have to file a claim?
You must file a claim within 90 days of the incident.
Who are the administrator and underwriter for the
The Service Contract Administrator is Assurant Services Canada,
Inc. and the Benefit Contract is underwritten by American Bankers
Insurance Company of Florida. Assurant Services Canada, Inc., and
American Bankers Insurance Company of Florida carry on business in
Canada under the name of Assurant®. ®Assurant is a registered trademark
of Assurant, Inc.
What are the exclusions under the protection
Losses resulting from the following are not covered: burglary or
theft; failure to follow the manufacturer's maintenance
recommendations; pre-existing conditions prior to start of
coverage; intentional and/or misuse; unauthorized repair or
service; power fluctuations; any loss recoverable under any product
warranty. Refer to your Terms and Conditions for a complete list of
What is the fastest way to file a claim?
To start your claim process, please contact us at
1-866-667-5324. Please stay tuned as we are working on providing
access to online claims.
What do I need to start a claim?
Only someone authorized on the account can file a claim. To
expedite your experience, we recommend you have the following items
handy before beginning:
The IMEI1 number of the device you are claiming
Make and Model of the device
E-mail address (to provide you with status updates about your
Service fee (if applicable)
How do I locate my IMEI1 number?
What is the importance of providing a valid email
Having an email address allows us to provide you with important
status updates regarding your claim. You will get messages when
your claim is approved, when your device is shipped, and be
provided a tracking number to confirm delivery of your device.
How can I determine my device's manufacturer make
Check your device's original packaging and/or your original
receipt. OnePlus may also have the make and model on file, so you
may contact them directly at 1-646-851-2228 or contact the OnePlus
Support Center in the United States or Canada.
What if I can't find the IMEI1 number for my
Your device's IMEI1 number is 15 digits long. This number is
typically located on the back of your device or may be found on the
original packaging for your device, your purchase receipt, or you
may contact OnePlus at 1-646-851-2228 or contact the OnePlus
Support Center in the United States or Canada.
Where can I fax my claim documents?
For your convenience, claim documents can be faxed to 1-866-667-5324. Please allow 24 hours for
How long does it take to receive a replacement
Once a claim is approved, you will receive your replacement
device within 2 business days, when available.
If you provided your email address when filing your claim,
an email with tracking information will be sent advising you that
the device has been shipped.
Will the replacement device be exactly the
same make and model as my original?
Your device will be replaced with a new, refurbished, or
recertified product of like kind and quality.
How do I activate my replacement device?
First, charge your replacement device for 12 hours prior to
If you are using your existing SIM Card:
- Remove the card from the damaged device.
- Insert the card into the SIM Card slot on your replacement.
(Make sure it clicks.)
- Turn on your replacement device and activation will begin.
It's that simple!
Does my replacement device come with a
Yes. Every replacement device shipped from Assurant comes
with a 30-day warranty. If your replacement is a new device, it
comes with a 30-day warranty. If your replacement is a
reconditioned device, it comes with a 90-day warranty.
I received my replacement but it's not working
properly. What do I do?
To ensure satisfaction, your replacement device has been fully
tested for quality prior to shipment. If, however, you experience
any issues with your replacement device, please call 1-866-618-5735
within 5 days for assistance. If our representative authorizes the
return of your replacement device, you will be provided with
detailed instructions on how to return the device using the
enclosed FedEx International Air Waybill and Commercial
How long should I charge my battery for the first
Charge the battery for 12 hours prior to initial use.
Lithium-ion batteries do not have charge/discharge memories so your
device is ready for everyday use after the initial charge.
How long does it take to fully charge a
A 12-hour initial charge will ensure the battery is charged to
How can I maximize the performance of my
There are several things that can be done to maximize battery
performance. Your device's manufacturer will have more detailed
information, but here are a few general tips to help you get
Properly "condition" your battery when it is new by fully
charging it the first time.
Keep your device, batteries and the contact terminals clean. The
contacts can easily be cleaned with cotton swab and rubbing
Avoid exposing the battery to extreme heat and cold.
Use the battery. If possible, avoid letting your battery sit
dormant for long periods of time.
Use only the device options and accessories that you really
- If the battery is to be idle for an extended period (a month or
more), store it in a cool, clean location. Recharge it fully upon
Returning Your Malfunctioning/Damaged Device
Why do I need to return my malfunctioning/damaged
Once your claim has been approved, the claimed device becomes
property of the provider of your coverage and must be returned
using the instructions provided.
How do I return my malfunctioning/damaged
Everything you need to return a malfunctioning/damaged device
can be found inside your replacement device box. Once received,
simply follow the instructions below:
Remove memory/SIM cards (if applicable) and make sure to
transfer needed data from your malfunctioning/damaged device before
you return it.
Complete the From section of the enclosed FedEx International
Air Waybill, including the date, and keep the sender's copy for
your records. Place the malfunctioning/damaged device inside the
bubble holder, seal and insert in the shipping envelope.
Fill in the required information on the Commercial Invoice,
including the date and signature, insert two copies in clear
envelope and adhere to the front of the shipping envelope.
Take the sealed shipping envelope to any authorized FedEx
drop-off center and provide them with a copy of the Commercial
I can't find the mailing label I need to return my
malfunctioning/damaged device. What should I do?
In the event you no longer have the shipping envelope, you can
contact us at 1-866-618-5735.
Is there a fee if I don't return my
If the malfunctioning/damaged device is not returned within 10
days of receiving your replacement device, you will be charged an
unrecovered equipment fee up to $500.
Available payment options for the unrecovered equipment fee (if
required) may include: