Frequently Asked Questions

What is Mobile Phone Coverage?

Mobile Phone Coverage provides reimbursement for the labor/parts necessary to repair or replace your eligible device in the event of a covered claim for accidental damage or theft. Mobile Phone Coverage pays up to $500 minus $50 deductible per claim, and you can file two claims per 12-month period that you are eligible.

Please review the Mobile Phone Protection Guide to Benefit for complete details of terms, conditions, and exclusions.

Who can file a claim?

Business owners listed on the account can file a claim for any phones owned by them. Each claim has a limit of $500 minus a $50 deductible.

What phones are covered?

All eligible Cellular Wireless Telephones owned by business owners listed on the account and active on their wireless phone bill are covered. Eligible Cellular Wireless Telephones are the primary line and an unlimited number of additional, or supplemental cellular telephone lines listed on your cellular provider’s monthly billing statement for the billing cycle preceding the month in which the theft or damage occurred.

What is the benefit amount of this coverage?

This benefit pays up to $500 minus a $50 deductible.

How many claims can be filed?

Only 2 claims can be filed under the account per each consecutive 12 month period.

We have 3 business owners named on the account. Can we each file 2 claims?

No, just 2 claims can be filed for each Premium Business Checking account per each consecutive 12 month period. A business owner named on the account must file the claim.

What is my coverage effective date?

Coverage for damage begins the first day of the month following the date you became entitled to the services. There is no waiting period for theft. Damage and theft are not covered if the incident occurred prior to the date you became entitled to the services or opened your Premium Business Checking account.

As a business owner, do I need to register my mobile phone in advance of a claim?

No, as long as you have an active Premium Business Checking account, business owners are eligible for this coverage on all phones you own now or in the future. You will need to provide information about your eligible device only when filing a claim.

If the cost to repair my phone is more than the value of the phone itself, how is the claim handled?

The repair of your phone is limited to the "current value" of the phone. Reimbursement is determined for the current replacement value of a like kind and quality device (minus the deductible). The Benefit Administrator, at its sole discretion, may choose to repair or replace your phone or reimburse you for the lesser of a) five hundred dollars ($500.00) less the fifty dollar ($50.00) deductible; or b) the current suggested retail price of a replacement phone of like kind and quality, excluding taxes, delivery and transportation charge, and any fees associated with your Wireless service provider, less the fifty dollar ($50.00) deductible.

What if my phone can’t be repaired and needs to be replaced?

If your phone is deemed beyond economical repair, depending on the nature and circumstances of the damage, the Benefit Administrator, at its sole discretion, may choose to repair or replace your phone or reimburse you the lesser of a) five hundred dollars ($500.00) less the fifty dollar ($50.00) deductible; or b) the current suggested retail price of a replacement phone of like kind and quality, excluding taxes, delivery and transportation charge, and any fees associated with your Wireless service provider, less the fifty dollar ($50.00) deductible.

What is my deductible?

The deductible for each claim is $50.00.

How do I file a claim?

1. Call Security Service and let them know you would like to file a claim.

2. They will validate your eligibility and notify the Benefit Administrator that you will be submitting a claim.

3. A copy of the notification will be sent to you along with a link to the online claim form.

4. Complete the claim form and provide all the requested documentation within 60 days following the date of the damage or theft.

5. A claims representative will review your submission and contact you with any questions.

How does the claim process work? What happens after I enter my information to the online claim form?

Once you submit your claim, it will be reviewed by the Benefit Administrator. If any additional information is needed to process your claim, a claims representative will contact you.

What documentation will I need to submit for a damaged phone claim?

• A copy of your Cellular Wireless Telephone provider’s monthly billing statement immediately preceding and/or during the time the damage occurred

• A repair estimate documenting the damage to your phone and the costs for repair

What documentation will I need to submit for a theft claim?

You should notify the local police immediately upon discovery of the theft of your mobile phone. You will need to submit:

• A copy of the police report

• A copy of your Cellular Wireless Telephone provider’s monthly billing statement immediately preceding and/or during the time of the theft

How quickly will I get reimbursed for repairs to my damaged phone?

Once all required documentation for your claim has been received, you should receive reimbursement from the Benefit Administrator within 5 to 10 business days.

What happens if I don't submit all the required documentation requested?

The claim is left open for 6 months following your incident date giving you plenty of time to submit your documentation before the claim is closed.

If my mobile phone is still under the manufacturer's warranty can I place a claim?

Yes, you can place a claim for Damage or Theft if your phone is still under the original manufacturer's warranty.

What is not covered under this plan?

The following are not covered:

• Cellular Wireless Telephone accessories

• Cellular Wireless Telephones purchased for resale, professional, or commercial use

• Cellular Wireless Telephones that are lost or “mysteriously disappear.”

• Cellular Wireless Telephones under the care and control of a common carrier

• Cellular Wireless Telephones stolen from baggage

• Cellular Wireless Telephones stolen from a construction site

• Cellular Wireless Telephones which have been rented, borrowed or part of a pre-paid or “pay as you go” plan

• Cosmetic damage to the Cellular Wireless Telephone

• Damage or theft resulting from abuse, intentional acts, fraud, hostilities, confiscation by the authorities, risks of contraband, illegal activities, normal wear and tear, flood, earthquake, radioactive contamination, or damage from inherent product defects or vermin

• Damage or theft resulting from misdelivery or voluntary parting with the Cellular Wireless Telephone

• Replacement Cellular Wireless Telephone not purchased from a cellular service providers retail or Internet store (or authorized retailer)

• Taxes, delivery and transportation charges, and any fees associated with the cellular service provider

FOR COMPLETE DETAILS OF “WHAT IS NOT COVERED” REFER TO THE GUIDE TO BENEFIT.

Are cracked screens covered?

If the damage occurred from a covered incident, yes.

Are software issues covered?

No, your coverage does not cover software on your phone, including but not limited to programs or software used for video games, DVDs, CDs, MP3 files, ringtones, contact lists, video screen savers, headphones, applications, programs, pictures, video files, audio files and data, and merchandise for sale. Programs are considered software.

When is theft from an unattended vehicle covered?

We will cover loss or damage that is caused by or resulting from theft from an unattended vehicle when it is securely locked, its windows are fully closed, and there is visible evidence that entry into the vehicle was forced. A police report is required.

I have insurance through my wireless provider. Will this plan still pay?

In no event will this plan provide duplicate benefits to you; however, if you have insurance coverage through your wireless provider, you can file a claim for the amount of the deductible owed to your wireless provider. Documentation from your carrier showing the deductible amount for the specific damage or theft is required. Once all required documentation for your claim has been received, you will be reimbursed for the wireless provider's deductible, (minus the $50 deductible for your mobile phone coverage).

I’ve filed a claim through the online portal and haven’t received an email or call from a claims representative after 2 business days?

Call the Benefit Administrator at 833-684-3150. Representatives are available to assist you Monday to Friday, from 8:30 a.m. to 5 p.m. ET.

I’ve submitted all my information for reimbursement more than 10 business days ago and have not received my reimbursement. What should I do?

Call the Benefit Administrator at 833-684-3150. Representatives are available to assist you Monday through Friday, from 8:30 a.m. to 5 p.m. ET.

Who is NXG Strategies?

NXG Strategies is the provider of the mobile phone coverage benefit. Their role is to work with SSFCU to make this coverage available to you. SSFCU is providing this coverage to you through your account relationship.

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