Reach Mobile Device Protect Program

Mobile Device Protect, offered in partnership with Asurion, is one of the most effective value-added programs available to operators today. It provides customers with affordable coverage for lost, stolen, broken, or malfunctioning devices, while creating new revenue streams and enhancing brand loyalty. The program is available for new devices bought from your e-Commerce store, or if they choose to bring their own device (also known as BYOD).

With simple pricing, easy repair access, and next-day replacement options, Mobile Device Protect is easy for customers to adopt and effortless for operators to offer. Licensing requirements are managed up front, ensuring compliance while you focus on growth.

Inside Mobile Device Protect

Mobile Device Protect is a bundled program designed to give customers peace of mind while creating measurable value for operators. It combines three components:

Insurance
Covers loss, theft, and accidental damage, including cracked screens and liquid damage. This protects customers from costly, unexpected events and gives them confidence to upgrade devices more often, driving higher satisfaction and repeat business.

Service Contract
Extends coverage for device malfunctions or hardware failures beyond the manufacturer’s warranty. By reducing out-of-pocket expenses for repairs or replacements, customers keep their devices in use longer, lowering churn and improving brand loyalty.

Technical Support
Provides customers with ongoing support for setup, troubleshooting, and usage questions. Available seven days a week, it builds trust and ensures a frictionless experience, directly contributing to stronger retention and higher lifetime value.

Tiers

Mobile Device Protect pricing is offered in three tiers, determined by the type of device being protected. Higher-value devices are assigned to higher tiers with different pricing and deductible levels, while lower-value devices are placed in more affordable tiers. This ensures fairness and flexibility, with protection scaled to the customer’s device category.

Operating Principles

• Mobile Device Protect is available for both new devices purchased through the eCommerce store and eligible customer-owned devices that are in good working condition.

• The plan must be purchased within 30 days of line activation for existing customers.

• Mobile Device Protect is tied to the Mobile Directory Number (MDN), and coverage begins once the associated line is activated.

• The device type determines the tier, which sets the monthly price and deductible levels.

• State-level licenses are required to sell Mobile Device Protect. Asurion guides operators through the licensing process to ensure compliance.

• Customers may cancel their plan, and cancellations are handled according to standard rules for proration and refunds.

Customer Experience

Mobile Device Protect supports both new device purchases and customer-owned devices, ensuring protection is available at any stage.

Scenario 1: New Customer Buying a New Device with Mobile Device Protect

1. Discover: Customer visits the eCommerce store, selects a new device, and sees Mobile Device Protect displayed on the product page. While adding the device to their cart, the customer chooses Mobile Device Protect.

2. Checkout: Customer reviews, accepts the terms and conditions, and completes checkout with the new device and Mobile Device Protect.

3. Activation: Once the mobile line is activated, Mobile Device Protect is automatically activated.

4. Use: The customer enjoys full coverage, including repair/replacement for loss, theft, accidental damage, malfunctions, and ongoing technical support.

Scenario 2: New Customer Bringing Their Own Device (BYOD) with Mobile Device Protect

1. Discover: Customer purchases a new line. During checkout, they check device compatibility in the cart. If the device is eligible, Mobile Device Protect is presented as an option.

2. Checkout: Customer reviews plan details, accepts the terms and conditions, and completes checkout for their selected mobile plan and Mobile Device Protect.

3. Activation: Once the line is activated, Mobile Device Protect is also activated.

4. Confirmation: The customer receives a communication with plan details and sees Mobile Device Protect reflected in their account.

5. Use: Customer gains the same protection and support benefits as with a new device.

Scenario 3: Existing Customer Adding Mobile Device Protect

1. Discover: Existing customers can buy Mobile Device Protect within 30 days of line activation.

   • For a new device purchase, they can access it from their Account and Orders section.

   • For their current account/device, they can access it directly from the Account page.

2. Select & Checkout: The customer reviews the plan details, accepts the terms and conditions, and completes the purchase.

3. Activation: Mobile Device Protect activates instantly for active lines.

4. Use: Coverage and support benefits are available right away.

Implementation Simplicity

Adding Mobile Device Protect to your website is designed to be quick and low-effort. The program is fully white-labeled, allowing it to integrate seamlessly with your brand’s digital experience. Implementation is seamlessly integrated into the eCommerce flow, allowing customers to easily opt in during checkout without disruption. On the back end, Asurion manages claims, logistics, and operations, allowing your team to focus on growth while delivering a smooth, reliable customer experience.