Frequently Asked Questions about eSecuritel
What is HITS™?
HITS—the proprietary Handset Issue Tracking System we developed—is the innovative technology behind the fastest replacement time in the industry. The software includes call center and supply chain automation to manage the complete loss process as well as the handset life cycle.
Who is eligible to enroll in the Wireless Handset Protection Program?
Any customer or employee (with properly working equipment) of the wireless service provider offering the handset replacement program is eligible to enroll within the guidelines established between eSecuritel and the carrier.
How do wireless handset subscribers enroll?
Subscribers enroll in the program through their wireless carrier. Contact the carrier directly or through the carrier's Web site.
What equipment is covered?
All handsets permanently assigned to a wireless phone number are covered along with designated accessories. Coverage includes loss, theft, and accidental damage of the wireless equipment.
Is the wireless protection coverage tied to the wireless service agreement?
No, it is a feature billed on a monthly basis. Subscribers may enroll or cancel at any time. Customer who enroll after activation will be subject to a waiting period.
How is the subscriber fee paid?
The fee is billed directly to the subscriber's wireless bill each month.
Is a deposit required?
No.
Can the subscription fee be paid quarterly or yearly, or does it have to be monthly?
The subscription fee must be paid monthly unless otherwise specified by the wireless service provider or eSecuritel.
What paperwork is needed to file a claim?
None usually. Generally, sales receipts, warranty agreements, and/or proof of purchase documents are not required to file a claim. If the handset was lost or stolen, subscribers may need to provide a police report number.
Are claims filed through the wireless service provider?
No. eSecuritel provides a toll-free number for subscribers to call directly. Once a claim has been approved, the replacement handset is either picked up at a designated wireless carrier’s store or shipped directly to the subscriber—depending on the option selected by the carrier.
Can replacement equipment be purchased prior to filing a claim?
No, a subscriber's phone will be replaced by eSecuritel. Cash settlements or reimbursements are not allowed and eSecuritel does not compensate subscribers.
How many claims can be filed in a 12-month period?
A maximum of two (2) equivalent replacements is permitted in each consecutive twelve (12) month period beginning with the date of the first loss.
What is the processing fee?
The subscriber's processing fee is based on the make and model of the equipment. Please consult the processing fee schedule provided by the carrier for device-specific information.
Are subscribers required to purchase handset protection?
Subscribers are not required to purchase insurance to activate their phone service.
Is the wireless handset covered for liquid damage?
Yes.
Is a "loaner" phone covered?
In most situations, a "loaner" phone (a phone provided by the wireless service provider for temporary use) is not covered under the handset protection program.
If a leather case is stolen with the phone, will it be replaced?
No. A leather case is considered an accessory.
Who pays the wireless bill while a phone is being repaired or replaced?
This coverage provides for repair or replacement of a subscriber's phone only; the monthly service bill is the subscriber's responsibility.
Will homeowners or auto insurance also cover wireless phones?
Some companies will; most will not. Subscribers should check with their home/auto insurance agents and/or refer to the policy outlining their coverage.
In the event of a replacement claim, is there an option to upgrade equipment?
Upgrades are not an option during the claims process; however, the subscriber can arrange to pick up the replacement phone at the carrier's store and discuss an upgrade with the carrier at that time.
If my replacement handset is not working properly, do I need to complete any paper work to receive another handset?
You may be asked to complete and return a Replacement Device Claim Form. Click here to obtain the form so it can be easily printed and returned to eSecuritel.
