FAQ'S

Estimates indicate that almost 1 in 4 phones in the United States will be lost, stolen or damaged over the next twelve months (source: http://www.signal-holdings.com). Protect yourself from the cost of replacement of a lost or stolen phone, which can cost you up to $350.00. 

Who is providing the device Protection?

The Wireless Equipment Protection is provided, by National Cellular Owners Association, Inc. (NCOA), in partnership with National Cellular of America, PO Box 880327, Boca Raton, FL 33488. NCOA has been protecting devices for more than twenty years.

How do I Enroll? 
You can enroll as an Association member by checking in box next to “Yes! Protect my phone” or by informing the sales rep, if you are placing the order over the phone.

When can I Enroll? 
You can enroll only at the time of placing the order.

How much do I pay upfront and how long am I covered? 
The upfront charge for a Silver member will be $49.95 and will cover you for 12 months. The Silver plan covers you for up to $300. (The initial $49.95 will be charged onto your credit card, once your phone has been activated).

What is covered? 
The entire unit, original electronic accessories and batteries provided within the phone box, are covered for repair or replacement.

What phone models can I get covered for? 
The Silver plan will cover phones with up to $300 and replacement value.

What am I covered for? 
You are covered for the repair and or replacement of your cellular equipment during the 12-month Membership period up to the limit of liability for each occurrence.

What is the replacement value for the phone? 
The replacement value (retail price) of the phone is the price without service plan activation. If the phone, which is lost or stolen, is not available you will be offered a model of similar value.

What is not covered?
Your SIM card and any additional optional accessory that you buy are not covered. Loss of use and any consequential loss. Normal wear and tear. Inventory shortage. Dishonest acts by member. Non-functional damage, i.e.; marring, scratching, chipping, unless caused by theft or attempt thereat; negligence, negligent liquid damage or due to loss in a body of water, pervasive corrosion. Unexplained disappearance or loss due to voluntary surrender to a third party. Theft from any premises or vehicle when not reasonably secured. (Vehicle windows and doors must be closed and locked.) 

Are there exceptional cases for which phones and accessories are not covered? 
Protection does not cover your phone and accessories when it is in transit either through postal or courier services. We suggest that you get insurance for your package, in case you are transporting the phone through mail. Equipment is not covered outside the continental USA and Canada.

How do I file a claim? 
To file a claim you need to contact NCOA at 1-800-654-5590. They will fax or e-mail a claim form to you to fill out and return to them. If you are filing a claim to replace any equipment, in the case of either a lost or stolen phone, you may be asked to send a copy of a police report. All claims have to be filed with a reasonable incidental explanation, either for repair or replacements. Please check www.joinncoa.net for further information.

How long does it take to process a claim? 
It takes up to 2 business days to process the claim, and at least 5 business days for a repair claim. No loaner or replacement equipment is provided during this period.

When can my claim be rejected? 
If NCOA deems that the claim is fraudulent, i.e. considering the incidental explanation not reasonable, or replacement claims are not filed with required documentation, or for the reasons stated under “What is not covered” and under “Exceptional cases”. The online website of NCOA, www.joinncoa.net will help to further explain the process and Association.

What if I change my phone during my trial period? 
If you do change your instrument to a similar or different model during the trial period, within the $300 limit, you will have to contact NCOA and update your records with your new IMEI or ESN (unique serial number of each phone).

Can I cancel my membership at any time? 
You may cancel your coverage at any time, as long as you have not made a claim. You must request the cancellation in writing, to NCOA, PO Box 880327, Boca Raton, FL 33488, Attn: Membership Processing. You will receive a pro-rata refund.

What if I am not approved for the wireless service? 
Your device protection starts with the activation of your phone. Thus, if you do not qualify with the service provider for activation, your protection plan will not start.

For further information, you could visit www.joinncoa.net.