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Need Help?

You can visit our FAQ section below for:

  • Information about your plan,
  • To find out how to request a replacement and,
  • To check the status of your replacement request.

Good news!
You are covered as soon as you enroll. There is no need to register your plan.

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Give us a call:
1-877-699-1355


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Assurant MAX+Protection FAQ

Looking for more information about Assurant MAX+Protection? You've come to the right place! Here you will find details about your plan, requesting a replacement and more!

About Your Plan

Day one coverage:
Cracked screen or spill? Your coverage starts day one if your mobile device isn’t working because of physical or liquid damage.

After manufacturer’s warranty ends:
We’ll replace your mobile device if it isn’t working due to mechanical breakdown after your manufacturer’s warranty ends. We’ll also cover battery failure not covered by the manufacturer’s warranty.

No, you don’t need to register your plan. You are covered as soon as you enroll in Assurant MAX+Protection.

This plan provides two device replacements per year of coverage. Over the two-year plan you can get up to four device replacements.

You can enroll in the plan when you purchase a new mobile device and sign a new wireless agreement at a Costco wireless kiosk within a Costco Warehouse.

The plan fee is a one-time payment when you purchase the plan exclusively at the Wireless Etc. kiosk at a Costco warehouse in Canada. The plan fee is based on the no-contract retail price of your device:

No-contract retail price of device Replacement plan purchase price
$0 - $999.99 $139.99
$1,000 - $1,700 $239.99

†Plus applicable tax.

If you receive a replacement device with Assurant MAX+Protection we automatically transfer the plan onto the replacement.


If you sell your device or give it away as a gift, the plan can be transferred to the new owner for no additional fee. Just give us a call at 1-877-699-1355, and provide us with the name of the person to whom you are transferring the device. To complete the transfer, the new owner must contact us to provide their address, email, and phone number. Please note that you cannot transfer the plan onto a new device that you purchase.

You can cancel your plan at anytime by visiting a Costco Warehouse. An applicable refund will be applied, see below:


  • You will receive a full refund: if you cancel within the first 90 days of purchasing the plan and you have not received a replacement device.
  • Full refund less the value of replacement device (unless prohibited by law): if you cancel within the first 90 days of purchasing the plan and you received a replacement device during that time.
  • Prorated refund less the value of replacement device (unless prohibited by law): if cancellation is after 90 days of plan purchase. 

Getting a Replacement

You can get a like-new replacement right here on this site or by calling us directly at 1-877-699-1355.

IMPORTANT: The IMEI number of the device you are requesting a replacement for must match the IMEI number of your covered device.

An applicable replacement service fee applies for all replacement device requests. Payment can be made by Credit Card, Visa Debit, Mastercard Debit or Electronic Cheque Payment. Make sure you have your payment details handy at the start of the replacement process!

Then, follow these steps:

  • Go to "Request a Replacement Device"
  • Search for your coverage by entering the IMEI number of your device and your Costco membership number (the Mbr# on the back of your Costco Card). Then, click Search.
  • Contracts matching your search will be displayed. Click “Select Contract” beside the device you are requesting a replacement for.
  • Fill out the request form.
  • If your replacement request is approved, you will be given an incident number that can be used to track each step of the replacement process.

In order to process your replacement request a replacement service fee applies.

If you have an outstanding amount on your account from a previous replacement request, we will not be able to process your request; for example, an outstanding non-return fee. Don’t worry though – getting your account up to date is easy! Just give us a call: 1-877-699-1355. 

When you request a replacement you will be charged a replacement service fee based on the value of your device.

No-contract retail price of device Replacement service fee
$0 - $999.99 $99
$1,000 - $1,700 $129

†Plus applicable tax.

If you purchased your plan between May 25, 2017 and April 30, 2018 please refer to your Terms and Conditions for replacement service fee details.

The location of the IMEI number is dependent on the model and manufacturer of your mobile device. The IMEI number can be located on most devices by dialing *#06# or by looking in the Settings. The IMEI number may also be found on the back of the device, on your SIM card tray or under the battery. Please be sure to power down your wireless device before removing the battery.

Your like-new replacement device will typically arrive within 1- 2 business days of request approval. If a request is submitted before 2 PM EST Monday to Friday, it will ship the same business day. If a request is submitted after 2 PM EST, on a weekend or holiday, it will ship the next business day.

You will be charged a non-return fee (plus shipping and handling costs) if:


  • You do not send us your defective device within 15 days of the date you receive the replacement device.
  • The defective device you send to us is not the device covered under your plan.
  • The activation lock is still active on your defective device when we receive it.

As defined in your Terms and Conditions, this fee is equal to the no-contract retail price of your original device at the time you submit your replacement request, plus shipping and handling costs. This fee will not exceed $1,700.

We have a 90-day guarantee on replacement devices. If your replacement device isn’t working because of mechanical breakdown (within 90 days of you receiving it) - we’ll replace it. No replacement service fee will apply. Just request a replacement.

If you damaged your replacement device, you can still request a replacement. However, a replacement service fee will apply.

We try our best to match you with a replacement device that is the same as your defective device. However, we cannot guarantee it. Our priority is to get you back up and running with a fully functioning device as soon as possible. As a result, if your device is out of stock, we will contact you to review alternative options.

Setting up your replacement / Shipping a defective device

No need to activate your device. To set it up, simply insert your media and SIM cards from your existing phone. Some instructions have been provided in the shipping envelope that your replacement device was sent in. Please refer to the phone manufacturer for further details if you are having difficulties.

IMPORTANT: Please return your defective device as soon as possible following the instructions provided and remove screen lock applications to avoid the non-return fee.

You should have received instructions with your replacement device.

Just follow these steps:

  1. Back up the content from your device.
  2. Remove confidential, proprietary or personal information. Please be aware that you are responsible for the protection of your data.
  3. Remove screen lock applications (PIN, touch ID or passwords).
  4. Deactivate activation locks.
  5. Remove SIM and Memory Cards.
  6. Ensure your device is not blacklisted, due to being reported as lost or stolen to a wireless service provider or government authority.

Please send us only your defective device and battery – KEEP ALL OF YOUR ACCESSORIES.

To package your device please follow these steps:

  • Ensure that you have prepared your device.
  • Assemble the prepaid shipping materials we sent you with your replacement.
  • Package will contain:
    • Shipping Box
    • UPS Shipping Envelope
    • Pre-Paid Shipping Label
  • Insert your defective device into the shipping box that your replacement device was delivered in.
  • Put the box in the UPS shipping envelope.
  • Affix the pre-paid shipping label to the package.
  • Take note of your UPS tracking number so that you can track the shipment

Please be aware that we must receive your defective device within 15 days of when you receive your replacement. If we do not receive your device within 15 days, we’ll charge the non-return fee.

All screen lock applications and activation locks must be disabled before shipping your defective device.



Please refer to the manufacturer's manual of your specific model of mobile device for further detailed instructions.

Contact UPS at 1-800-742-5877 to arrange for pick-up or go to the UPS website to locate your nearest drop-off location. Please use the prepaid shipping label we send you to avoid paying fees.

We try our best to match you with a like-new replacement device that is the same as your defective device. However, we cannot guarantee it. Our priority is to get you back up and running with a fully functioning replacement device as soon as possible. As a result, we sometimes send replacement devices that are a different colour than the original.

Sometimes we send a like-new replacement device that has an upgraded memory size. We try our best to match you with a replacement device that is the same as your defective device. However, we cannot guarantee it. Our priority is to get you back up and running with a fully functioning replacement device as soon as possible.

Tracking a Replacement Device

You can track your replacement device on our website. Just enter your incident number and postal code. We will also send you emails to keep you updated throughout the process.

An incident number is assigned when you requested a replacement device. It can also be found in the replacement device status emails that we send.

You have two options to track your device:


  • You can follow up on a shipment by tracking your bill of lading number with UPS.
  • You can also track the status of your replacement device on our website. We will update the status when we have received your device.