Q. I recently filed an insurance claim on my iPhone 13 Pro for a cracked screen. T-Mobile, the carrier, assigned the wrong phone model to the line on the account. Assurant, the insurance company, denied the claim because it said the phone was not covered. After a three-way call with T-Mobile and Assurant, they said they would cover the claim. But then they denied it again. T-Mobile says they can’t do anything because the claims are managed by Assurant. I would like for Assurant to communicate again with T-Mobile and to pay the claim. Can you help?

— Jaime Oviedo, Brookline, Massachusetts

A. I’m sorry to hear about your damaged phone. It sounds like you’ve been getting the runaround from both T-Mobile and Assurant.

Here’s what should have happened: When you filed your claim, Assurant should have carefully reviewed your policy and the information provided by T-Mobile to determine if your phone was covered. If there was a discrepancy between the phone model on your account and the phone you were claiming, Assurant should have worked with T-Mobile to resolve it before denying your claim.

How do you avoid a claim denial?

Cell phone insurance can offer a helping hand when accidents happen. But as you discovered, getting a claim approved isn’t always a smooth process. Miscommunication and finger-pointing between carriers and insurance providers can happen. (So, how can you avoid getting caught in the middle of a similar mess?

Do you really understand your policy?

Your cell phone insurance policy is complicated. Don’t just assume it covers everything. Read the fine print. Know what’s covered, what’s excluded, and the specific procedures for filing a claim. Pay attention to these key areas:

Deductibles: How much will you have to pay out of pocket before the insurance kicks in?

Covered perils: What types of damage — like cracked screens, water damage and theft — are covered?

Exclusions: What’s not covered? (Usually cosmetic damage or loss.)

Claim filing process: How do you file a claim? What documentation is required? Is there a time limit?

Device limits: Is there a limit to how many claims you can file within a given period?

Accuracy is important

One of the biggest issues in cell phone insurance claims is inaccurate device information. A simple mismatch between the phone model on your account and the phone you’re claiming can lead to a denial. Here’s how to prevent this:

Verify your device: When you purchase a phone, double-check that the model number, IMEI (International Mobile Equipment Identity) number, and other identifying information on your account are correct. Don’t just trust the carrier; verify it yourself.

Keep your records: Keep copies of your purchase receipt, insurance policy, and any communication with the carrier or insurance provider. This documentation can be invaluable if you need to dispute a claim.

Update your information: If you change phones or upgrade your device, make sure your insurance policy is updated accordingly. Don’t assume it will automatically transfer.

Document everything

When filing your claim, clear and consistent communication is essential. Keep a detailed record of all your interactions with the carrier and the insurance company. This includes dates and times, names of representatives, summaries of conversations and any written correspondence.

Don’t give up

If you run into problems with your claim, don’t be afraid to escalate the issue. Start by contacting customer service supervisors or managers. If that doesn’t work, try reaching out to executive-level customer service. Many companies have dedicated teams to handle escalated complaints. If all else fails, you can always contact us.

Who’s responsible for this mess?

Based on your account, it seems like neither company was particularly interested in helping you. T-Mobile should have taken responsibility for the incorrect phone model on your account and advocated on your behalf with Assurant. You could have also escalated this issue to one of the T-Mobile company executives and Assurant managers on this site.

To prevent this from happening in the future, make sure to double-check that the phone model listed on your account matches the device you have. Keep records of all your communications with the companies involved, including emails, phone calls, and any documentation of the incorrect information provided. That’s all the proof you need that the company messed up.

I contacted Assurant on your behalf, and I’m happy to report that the company has agreed to honor your claim. A representative told me there was “a discrepancy” between the IMEI number attached to your T-Mobile account and the one entered on the claim. Assurant has sent you a new phone.

Email chris@elliott.org or get help at https://elliottadvocacy.org/help/