Lori Device Protection plans frequently asked questions

Nobody expects to break their phone, but sometimes things happen. Your phone holds pictures, contacts, documents, and memories you don't want to lose. Some smartphone models cost more than $1,000 to replace. Others cost hundreds to repair.

Lori will protect your phone, old or new. You choose the plan that provides the amount of coverage you need.

Choose the plan that’s right for you, enter your payment information, complete the Lori Tech Check so we can ensure your device is working, and get peace of mind knowing you’ll be back up and running quickly when you have a covered incident.

Lori currently offers coverage for Apple and Samsung devices.

Yes. As long as the phone make and model is on the list of covered devices, it doesn’t matter where it was purchased.

Lori phone protection is available in most of the continental United States. Lori is not available in Alaska, Hawai'i, New York.

Get details on the various Lori Device Protection plans.

Plans do not cover damage or loss resulting from normal wear and tear, neglect, reckless, abusive, willful, dishonest or intentional acts, fire, acts of God, exposure to environmental or weather conditions, and device usage outside manufacturer’s permitted or intended use; serial number alteration, voluntary parting with the Covered Device including inducement to do so by fraud or false pretense, illegal trade or confiscation by a government authority; equipment must be returned in its entirety (Mechanical Breakdown and Accidental Damage claims only). Plan does not apply to preventative maintenance, cosmetic damage, pre-existing conditions, or defects subject to your manufacturer’s limited warranty or recall.  See your state-specific coverage documents for your plan’s specific responsibilities and exclusions.

Service Contract coverage (Breakdown, Power Surge, and Damage) is provided by Federal Warranty Service Corporation in all states except in California where the Provider is Sureway, Inc.; in Florida where the Provider is United Service Protection, Inc.; and in Oklahoma where the Provider is Assurant Service Protection, Inc. Property Insurance coverage (Theft) is underwritten by American Security Insurance Company (NAIC 42978) in all states except in NH and MT where the underwriter is American Bankers Insurance Company of Florida (NAIC 10111). Supervising Entity: Lorica (P/C License 19004759; P/C License 0N14908 (CA); 1507 Lyndon B Johnson Fwy #500, Farmers Branch, TX 75234; 866-367-5674). These companies operate under the trade name Assurant. Limited lines portable electronics insurance producer is Lorica (1507 Lyndon B Johnson Fwy #500, Farmers Branch, TX 75234; 866-367-5674) in all states except NY. California Department of Insurance consumer hotline is 1-800-927-4357. For MD customers, the Maryland Department of Insurance consumer hotline is 1-800-492-6116. In UT, coverage for this plan is provided under form number DITP0001P-0721.  Coverage is provided under an Individual Policy issued by the underwriter to you the purchaser.

No, but once you get your phone fixed and it passes inspection, Lori can provide coverage.

Your manufacturer warranty typically covers mechanical issues within the first year of ownership, after which Lori will provide protection for those issues as well as other additional coverages (e.g. cracked front screen, liquid damage, power surge, etc.).

For Samsung warranty details, visit https://www.samsung.com/us/support/warranty/.

For Apple warranty details, visit your local Apple store or https://www.apple.com/legal/warranty/products/ios-warranty-document-us.html.

All plans come with an annual term, but you can choose to pay monthly. And remember: If you choose not to continue, you may cancel any time.

Customer service representatives are available to respond 8 a.m. and 5 p.m. Central on Monday-Friday. For questions or assistance, please call 1-866-367-5674.

Most of the regular services you may need, like updating account information or filing a claim, can be done at any time by logging in on the app or the website.

Begin filing a claim by logging in after you have enrolled.

If you prefer to speak with someone on the phone, call 1-866-FOR-LORI (1-866-367-5674).

No, there is no waiting period. Your coverage will begin at 12:01 a.m. the day after you sign up and pay for coverage.

All claims must be submitted within 30 days from the date of loss to be valid, except in states that provide for a longer period as specified¹ in your coverage documents.

The number depends on the plan you purchased and the type of claim.

Essential: 

• Repair or replacement due to breakdown or damage - up to 2 claims per consecutive 12-month period starting on the coverage start date. 
• Also eligible for unlimited repairs due to power surge and unlimited cracked front screen repairs.

No Worries: 

• Repair or replacement due to breakdown or damage - up to 2 claims per consecutive 12-month period starting on the coverage start date. 
• Replacement due to theft – up to 1 claim per consecutive 12-month period starting on the coverage start date. 
• Also eligible for unlimited repairs due to power surge and unlimited cracked front screen repairs.

Spoil Me: 

• Repair or replacement due to breakdown or damage - up to 2 claims per consecutive 12-month period starting on the coverage start date. 
• Replacement due to theft – up to 1 claim per consecutive 12-month period starting on the coverage start date. 
• Also eligible for unlimited defective battery replacements, unlimited repairs due to power surge, and unlimited cracked front screen repairs.

Claim limits are per plan, not per account. Each phone you cover has its own limits.

This depends on the type of claim you filed. Power surge and cracked front screen benefits are unlimited.

There are 2 paid breakdown or damage claims and unlimited power surge claims during the up to 12-month coverage term. Customers enrolled in the Essential, No Worries, or Spoil Me plans have unlimited front screen repairs during the up to 12-month term. Customers enrolled in the Spoil Me plan have unlimited defective battery replacements during the up to 12-month term. Customers enrolled in No Worries or Spoil Me plans are eligible for 1 theft paid claim during the up to 12-month term.

Log in to schedule a repair.

If you prefer to speak with someone on the phone, call 1-866-FOR-LORI (1-866-367-5674). Customer service representatives are available between 8 a.m. and 5 p.m. Central on Monday-Friday.

The time required for your specific repair varies based on the phone and when you schedule. Drop-off repair can take up to 1-2 hours and concierge service typically takes 30 minutes.

If a technician can't repair your phone, you may be offered a reimbursement amount up to the maximum settlement amount listed on your extended service contract terms and conditions.

In certain scenarios, Lori may replace your device with a new, refurbished, or recertified device of like kind and quality. Device color varies depending on availability.

When you log in, Lori will offer to take you right to the status of your claim by clicking on the date.

Yes, unless your claim is for unlimited front screen repairs, power surge or if applicable, defective battery replacements.

There are 2 paid breakdown or damage claims and unlimited power surge claims during the up to 12-month coverage term.

Customers enrolled in the Essential, No Worries, or Spoil Me plans have unlimited front screen repairs during the up to 12-month term.

Customers enrolled in the Spoil Me plan have unlimited defective battery replacements during the up to 12-month term.

Customers enrolled in No Worries or Spoil Me plans are eligible for 1 theft paid claim during the up to 12-month term.

If you are approved for a reimbursement, we will cover your qualifying repair for the cost of the repair up to the current maximum value of your covered phone, less any applicable service fee/deductible. Maximum coverage per claim is the lesser of the replacement value of the insured product, or the original insured product purchase price, less any applicable deductible. See your state-specific coverage documents for your plan’s specific responsibilities and exclusions

Once you’ve been approved for reimbursement and have provided a receipt for your repair, the expected wait time for reimbursement to arrive is approximately 5-7 business days.

You will need to cancel your current coverage and sign up for the plan that best fits your needs. Cancel coverage any time online or by calling 1-866-FOR-LORI (1-866-367-5674), and receive an applicable refund, if any, as described in your state-specific coverage documents.

For your new plan, your device will need to pass another diagnostic test. Once you have canceled your plan (Go to Manage Account, select Manage Device, choose the Device Name of the device you want to change plans, and select Cancel Coverage) restart the onboarding process and select your new plan.

You will need to cancel your current coverage and select a plan that best fits your needs for your new phone. Your device will need to pass another diagnostic test for your new plan. Once you have canceled your plan (go to Manage Account, select Manage Device, choose the Device Name of the device you want to change plans, and select Cancel Coverage) log in and start the onboarding process.

Log in to your account, select Manage Account, select Manage Billing, select Change Credit Card and follow the steps with Lori.

Your plan coverage term is up to 12 months as listed on your coverage confirmation. We may renew coverage at the end of the plan term with 30 days prior notice, by charging the credit card on file 2 days prior to your coverage end date to avoid any issues with a lapse in coverage. You may choose not to renew your coverage.

You cancel coverage any time by logging in or by calling 1-866-FOR-LORI (1-866-367-5674).

If you cancel, you will receive an applicable refund, if any, as described in your state-specific coverage documents. This is an annual plan that you may pay up front or monthly. For monthly pay customers, we will not cancel for non-payment without providing notice and the opportunity to pay, according to applicable state law.

To cancel, navigate to Manage Account, select Manage Device, select the Device Name of the device you no longer want protected, and select Cancel Coverage.

Current customers can access their terms and conditions in the app.

• View sample documents for the Essential plan. 
• View sample documents for the No Worries plan. 
• View sample documents for the Spoil Me plan.

If you would like a copy of your state-specific coverage documents, email Support@HelloLori.com.