Protect your bundle of joy.
When you buy a new device, it comes with limited 12-month warranty for manufacturer's defects and malfunctions. SmartCare plans extend your new device's warranty and let you relax, knowing you won’t have to pay for the full replacement value of your device if something happens.
Here are the levels of protection for the type of device you've got:
| Manufacturer's Limited Warranty |
BASIC PHONES | SMARTPHONES | HOT SMARTPHONES |
THE HOTTEST SMARTPHONES |
|
|---|---|---|---|---|---|
| Price Per Month | - | $12/mo.
Basic devices |
$15/mo.
Select smartphones, select tablets |
$18/mo.
Premium smartphones & premium tablets |
$21/mo.
Select premium smartphones & select premium tablets |
| Manufacturer Defects within 12 months |
YES | Covered by manufacturer's warranty | |||
| Manufacturer Defects beyond 12 months |
- | YES | YES | YES | YES |
| Liquid Damage | - | YES | YES | YES | YES |
| Physical Damage | - | YES | YES | YES | YES |
| Lost or Stolen | - | YES | YES | YES | YES |
| Power Surge | - | YES | YES | YES | YES |
| Normal wear & tear | - | YES | YES | YES | YES |
REPLACEMENT FEES REPLACEMENT DEDUCTABLE |
- | Up to $150 | Up to $299 | Up to $399 | Up to $599 |
NUMBER OF REPLACEMENTS NUMBER OF CLAIMS |
- | 2 maximum | 2 maximum | 2 maximum | 2 maximum |
Download product disclosure brochure
This brochure contains a summary of information regarding the insurance coverage provided under the SmartCare plan.
Good to know:
- SmartCare is an optional insurance program underwritten by Liberty Mutual, sold by Virgin Mobile, and administered by Asurion. In purchasing SmartCare, you are contracting with Liberty Mutual.
- SmartCare plans get you up to two claims per enrolled device.
- SmartCare plans get you up to two replacements per enrolled device.
- SIM cards aren't covered.
- SIM cards and accessories aren't covered.
- The replacement fee ranges from $50 up to $599 depending on the device, and will be billed on your next Virgin Mobile invoice following a replacement. Find out how much your replacement fee will be.
- The deductible per claim ranges from $50 up to $599 depending on the device and will be billed on your next Virgin Mobile invoice following a claim. Find out how much your deductible will be.
Please read the full insurance policy carefully to determine your rights, duties and what is and is not covered. We will not cover loss or damage caused directly or indirectly by any of the exclusions listed in the policy.
Please read the Smart Care terms and conditions provided with your Virgin service agreement for full details of your coverage and obligations including fees and coverage exclusions. These are the contract terms that govern our services and your enrollment in the plan.
How to sign-up
The best time to sign up for SmartCare is when you activate or upgrade to a new phone, or tablet. Alternatively you can come back to Virgin Mobile store within 30 days of signing up with us and add SmartCare. We just need to make sure your phone isn't already broken as previously damaged or defective phones aren't eligible for SmartCare.
The best time to sign up for SmartCare is when you activate or upgrade to a new phone, tablet or data stick. Alternatively you can come back to Virgin Mobile store within 30 days of signing up with us and add SmartCare. We just need to make sure your phone isn't already broken as previously damaged or defective phones aren't eligible for SmartCare.
Heads-up! Before SmartCare covers your device, you'll need to make at least one phone call or use at least 1 KB of data for tablets or data devices. SmartCare isn't available on Prepaid Plans and doesn't cover SIM cards and accessories.
Heads-up! Before SmartCare covers your device, you'll need to make at least one phone call or use at least 1 KB of data for tablets or data devices. SmartCare isn't available on Prepaid Plans and doesn't cover SIM cards.
SmartCare only covers the Virgin Mobile subscriber associated to the device and coverage cannot be transferred to a different user. In addition, if you use a SIM card with your device and you take it out to use with another device, the second device doesn't become covered by SmartCare.
Got questions about SmartCare? We can help.
-
What devices are eligible for SmartCare and what is its replacement fee?
A deductible (from $50-$599) will be billed to your next Virgin Mobile invoice following a service request.
A replacement fee (from $50-$599) will be billed to your next Virgin Mobile invoice following a service request.
Heads up: in Manitoba and Saskatchewan, the replacement fee is the deductible charged per claim.
-
How do I request service?
If your device has been lost or stolen, call us immediately at 1-888-999-2321 to suspend service and protect unauthorized use.
For manufacturer's defects in the first 12 months:
Head to your closest Virgin Mobile Service Lounge or call us at 1-888-999-2321 to get help.To use your SmartCare Plan:
Call SmartCare at 1.866.213.2143 or submit a claim online. We'll ship a replacement to you in about one-two business days, but it might be up to 10 days if you live in a rural area. A replacement fee (from $50 to $599) will be billed to your next Virgin Mobile invoice. Find out how much the replacement fee is for your device.When submitting a request online or calling the SmartCare Center, your request will be processed by Asurion, the administrator of the SmartCare program.
Once your request is approved, we’ll ship a replacement device directly to you, typically within 1 or 2 business days. Your replacement device will come with instructions on activating the device, backing up and transferring your personal information, and sending the damaged or defective device to us within 5 business days using the prepaid return shipping label. We won’t return the damaged device to you.
We'll try our best to send you the same make and model you've already got. We might send you a like-new phone, or tablet of the same or a comparable model. Because of this, we can't guarantee that the colour, features or accessory compatibility will be the same.
A deductible will apply:
- Up to $150 for basic devices.
- Up to $299 for select smartphones and tablets.
- Up to $399 for premium smartphones and tablets.
- Up to $599 for select premium smartphones and tablets.
- Up to $150 for basic devices, select smartphones, and select tablets.
- Up to $299 for select smartphones and tablets.
- Up to $399 for select smartphones and tablets.
- Up to $599 for premium smartphones.
If you submit a claim and don't return your damaged or defective covered device within 15 days, except if it's been lost or stolen, you'll be charged a fee of up to $600.
Additional fees will apply in the scenarios below:
SmartCare Fees
Non-Covered Service Fee
Applies if Failure determined to be excluded from coverage.
$100 – Basic Phone
$300 – Smartphone or Tablet
$400 to $600 – Premium Select Smartphone or Premium TabletNon-Return Fee
Applies if Protected Device is not returned (excludes Lost or Stolen devices) within 5 business days
$100 – Basic Phone
$300 – Smartphone or Tablet
$400 - $600 – Premium Select Smartphone or Premium TabletSync Software/ Locking Fee
Applies if Protected Device is returned with content and sync software (such as Find My iPhone) and activation lock are enabled.
$300 – smartphone, tablet
$400 to $600 – premium smartphone, premium tablet -
What happens if I don't hook up SmartCare?
SmartCare is totally optional. You don't need to have it to hook up a phone with us. Without it, you might be responsible for the total replacement cost of your device if it's damaged, stolen, lost or is determined to be defective after the manufacturer's standard warranty period.
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What if I want to cancel my SmartCare plan?
You can cancel SmartCare anytime without any extra charges by calling us at 1-888-999-2321.
Details of your SmartCare enrollment are available by logging in to My Account.
