Mobile Care Coverage

Hello,

My Xfinity mobile device that I am in a DPP was stolen on 9/29/26. It was recovered but the screen was damaged and needs to be repaired. I did not have the mobile plus service or Xfinity Mobile care at the time this occured. I spoke with an Xfinity representative yesterday (chat referenced below) who told me that when I upgraded to Mobile Plus that my damaged screen would be covered. I submitted a claim to Xfinity Assurant and the claim was denied. I am upset that I was given false information and would like a resolution.

You: Ok. One of my phones that would upgrade to mobile plus has a damaged screen. I understand mobile plus comes with XMC. Would i be able to have it repaired once I upgrade to mobile plus

Dev:

Yes. Mobile Plus includes Xfinity Mobile Care (XMC Plus), which covers accidental damage and offers unlimited $0 screen-only repairs for eligible smartphones at Assurant-authorized repair centers when and where repair service is available. After you upgrade to Mobile Plus, you can file a claim through XMC to get the screen repaired

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user_qxveqt

Visitor

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3 Messages

6 days ago

Additional chat information:

Reference Number: 764321929636130823

DATE/TIME: 2026-10-01 17:00:43

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XfinityBrianH

Official Employee

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2.6K Messages

user_qxveqt Thank you for reaching out to us here with your concerns regarding Xfinity Mobile Care. I am glad to hear you were able to recover your phone! Xfinity Mobile Plus does include Xfinity Mobile Care but, can only be added to a phone within 30 days of purchase, and cannot be added after a phone has already been damaged. The Xfinity Mobile Plus plan does allow you to upgrade your device at any time, I would be happy to review options with you! Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

Please send our team a direct message with your full name and address. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1….

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 days ago

0

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user_4d6uia

Visitor

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4 Messages

6 days ago

Good luck!! I have been waiting 42 days for Mobile Care to replace the phone they lost!!

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XfinityEva

Official Employee

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2.7K Messages

4 hours ago

@user_qxveqt Thank you again for your time in reaching out and working with our teams on the ticket submitted on your behalf. I am happy to see we were able to sort this out for you. We appreciate you choosing Xfinity for your services. If there is anything else we can assist with please do not hesitate to reach out through Xfinity Forums!

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Devices

user_qxveqt

Mobile Care Coverage

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XfinityBrianH

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XfinityEva

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