FAQ

General

What is Lori Device Protection?

It's a fast and convenient device protection solution. Lori will protect your device, old or new. You choose the plan that provide the amount of coverage you need.

Why should I protect my device?

You should protect your device because things happen, plain and simple. Nobody expects to break their device, but just about everyone does. Your life is your phone - pictures, contacts, documents, memories. You don't want to lose that. Some devices cost more than $1,000 to replace. Others cost hundreds to repair. You don't want to make a broken phone situation worse by spending that much money on a new one, trust us.

How does Lori Device Protection Work?

It’s simple. Choose the plan that’s right for you, enter payment info, complete our Tech Check so we can ensure your device is in working order, and have peace of mind that you’ll be back up and running quickly when you have a covered incident.

Does Lori offer device protection for my phone?

Lori offers coverage for Apple, Google, and Samsung devices. Don’t worry though, we’re expanding the list of covered devices all the time. It only takes a minute to check and, if you like, you can have us email you when we add your device.

Can I purchase Lori Device Protection for a device purchased outside of the United States?

Yes, as long as the device is on our list of covered devices it doesn’t matter where it was purchased.

Are there any exclusions to the Plan?

Plan does not cover damage or loss resulting from normal wear and tear, neglect, reckless, abusive, willful, dishonest or intentional acts, fire, acts of God, exposure to environmental or weather conditions, and device usage outside manufacturer’s permitted or intended use; serial number alteration, voluntary parting with the Covered Device including inducement to do so by fraud or false pretense, illegal trade or confiscation by a government authority,; equipment must be returned in its entirety (Mechanical Breakdown and Accidental Damage claims only); Plan does not apply to preventative maintenance, cosmetic damage, pre-existing conditions, or defects subject to your manufacturer’s limited warranty or recall.  See your state-specific coverage documents for your Plan’s specific responsibilities and exclusions.

Who is the provider of the plan?

Service Contract coverage (Breakdown, Power Surge, and Damage) is provided by Federal Warranty Service Corporation in all states except in California where the Provider is Sureway, Inc.; in Florida where the Provider is United Service Protection, Inc.; and in Oklahoma where the Provider is Assurant Service Protection, Inc. Property Insurance coverage (Theft) is underwritten by American Security Insurance Company (NAIC 42978) in all states except in NH and MT where the underwriter is American Bankers Insurance Company of Florida (NAIC 10111). Supervising Entity: Lorica (P/C License 19004759; P/C License 0N14908 (CA); 1507 Lyndon B Johnson Fwy #500, Farmers Branch, TX 75234; 866-367-5674). These companies operate under the trade name Assurant. Limited lines portable electronics insurance producer is Lorica (1507 Lyndon B Johnson Fwy #500, Farmers Branch, TX 75234; 866-367-5674) in all states except NY. California Department of Insurance consumer hotline is 1-800-927-4357. For MD customers, the Maryland Department of Insurance consumer hotline is 1-800-492-6116. In UT, coverage for this plan is provided under form number DITP0001P-0721.  Coverage is provided under an Individual Policy issued by the underwriter to you the purchaser.

Can I get Lori Device Protection if I already have a broken device?

No. But once you get your device fixed and it can pass inspection, we can provide coverage.

How do I leverage my manufacturer warranty to get my device fixed?

Great news! If you purchased a new device, it's under a manufacturer's warranty usually for 12  months from the date you received the device. Going this route, you can get your device fixed without paying your service fee.

Samsung
- https://www.samsung.com/us/support/warranty/

Apple
- Visit your  local Apple store
- https://www.apple.com/legal/warranty/products/ios-warranty-document-us.html

Do you have monthly plans?

All of our plans come with an annual term. However, you can choose to pay monthly for your Lori Device Protection plan. And remember, if you choose not to continue, you may cancel at any time.

Does Lori offer device replacement if I lose my phone?

No, at this time Lori does not offer device replacement for a lost phone.

Does Lori offer a device protection plan for stolen devices?

Yes. By choosing a plan which offers theft coverage, you’re eligible for one (1) replacement in each 12-month period, beginning on the coverage start date.

What are your customer service hours?

Customer Service Representatives are available to respond Monday-Friday 8am to 8pm Eastern Time. For any questions or assistance please contact us at support@hellolori.com.

Most of the regular services you may need, like update account information or filing a claim, can be done at any time in the app or on the website. Just log into your account and Lori is there to help!


Sign Up / Purchasing Lori Device Protection

How do I sign up for Lori Device Protection?

Getting started is easy! Get your free customer quote in less than a minute and choose the plan that fits you. Complete the Tech Check to confirm that your phone is in good working order. Once you’ve entered your payment information and confirmed your purchase, you’ll receive your plan documents. Coverage begins the next day.

How much does Lori Device Protection Cost?

With Lori, you can customize your protection. To get your free custom quote in less than a minute, follow our simple three step process – enter your state, device information, and pick the plan that fits you.

How do I pay for Lori Device Protection?

All you need to do is provide a valid credit card when you setup your account and Lori will take care of the rest based on the payment option - monthly or annual - you choose.

Do I need proof of my device purchase in order to buy Lori Device Protection?

No, you do not need proof of your device purchase. Your phone just needs to be in good working order.

When does my coverage start?

Your coverage will begin at 12:01AM the day after you sign up and pay for coverage.

How many devices can I have on my account?

You may have one device per account. But don’t fear, Lori will soon be able to cover multiple devices with the same account (AND you’ll get a discount on your plans when you cover three or more devices.

What is a service contract?

Think of a service contract as a great extension of a manufacturer warranty. If you accidentally damage your phone (like a cracked screen or water damage) Lori will go the extra mile to make sure your phone gets repaired or replaced as soon as possible.

What is the difference between device protection and warranty?

A manufacturer warranty will only go so far. While it's great for fixing mechanical issues in the first year of ownership, Lori Device Protection goes even farther to help with cracked screens, water damage, and more! Plus, when your warranty period is over Lori will have your back on mechanical breakdowns.

Claims Handling

How do I file a claim?

Typical device protection is confusing. It’s a mess of paperwork and words that nobody really understands.

That’s not how Lori does it. Begin filing a claim by logging into the app or visiting the website. If you prefer to speak with someone on the phone, customers may call 1-866-FOR-LORI (1-866-367-5674) to file a claim.

Is there a waiting period before I can file a claim?

We know some require a 30-day waiting period. Not with Lori Device Protection - your coverage will begin at 12:01am the day after you sign up and pay for coverage. Choose a single or monthly payment option for your plan.

How long do I have to file a claim?

All claims must be submitted within 30 days from the date of loss to be valid, except in states that provide for a longer period as specified in your coverage documents.

How many claims am I allowed?

The number depends on the plan you purchased and the type of claim.

Starter: Repair or Replacement due to breakdown - Up to two (2) claims per consecutive 12-month period starting on the Coverage Start Date. You are also eligible for unlimited repairs due to power surge.

Essential: Repair or Replacement due to breakdown or damage - Up to two (2) claims per consecutive 12-month period starting on the Coverage Start Date. You are also eligible for unlimited repairs due to power surge and unlimited cracked front screen repairs.

No Worries: Repair or Replacement due to breakdown or damage - Up to two (2) claims per consecutive 12-month period starting on the Coverage Start Date. Replacement due to theft – Up to one (1) claim per consecutive 12-month period starting on the Coverage Start Date. You are also eligible for unlimited repairs due to power surge and unlimited cracked front screen repairs.

Spoil Me: Repair or Replacement due to breakdown or damage - Up to two (2) claims per consecutive 12-month period starting on the Coverage Start Date. Replacement due to theft – Up to one (1) claim per consecutive 12-month period starting on the Coverage Start Date. You are also eligible for unlimited defective battery replacements, unlimited repairs due to power surge, and unlimited cracked front screen repairs.

Are my claim limits per account or per device?

Good question. Claim limits are per plan, not per account. So, each device you cover has its own limits.

What happens if I reach the maximum number of claims in a 12-month period?

Unfortunately, we will not be able to fulfill any future claims that have a limitation until coverage is renewed.

There are two (2) paid Breakdown or Damage claims and unlimited Power Surge claims during the up to twelve (12) month coverage term. Customers enrolled in the Essential, No Worries, or Spoil Me plans have unlimited Front Screen repairs during the up to twelve (12) month term. Customers enrolled in the Spoil Me plan have unlimited Defective Battery replacements during the up to twelve (12) month term. Customers enrolled in No Worries or Spoil Me plans are eligible for one (1) Theft paid claim during the up to twelve (12) month term.

Where can I have a repair technician meet me?

Lori has repair technicians ready to meet you at the location you chose, Monday-Saturday, 9am-6pm local time. Once your claim is approved, you can schedule a repair fast the same day, depending on the device being repaired and when you schedule.

How long does it typically take to complete a repair?

Lori has repair technicians ready to meet you at the location you choose, Monday-Saturday, 9am-6pm local. Once your claim is approved, you can schedule a repair as fast as the same day. The time required for your specific repair may vary depending on the device being repaired and when you schedule.

If making an appointment doesn't quite fit your schedule, we can authorize a drop off option at one of our many locations (if available in your area).

What if the repair technician can’t fix my device?

In the event that your device cannot be repaired by one of our technicians, you may be offered a reimbursement amount up to the Maximum Settlement Amount listed on your Extended Service Contract Terms and Conditions. In certain scenarios, we may choose to replace your device with a new, refurbished, or recertified device of like kind and quality. Device color may vary depending on availability.

How do I check the status of a claim?

When you log in to the app, Lori will offer to take you right to the status of your claim by clicking on the date.

Reimbursement Claims

What is the expected wait time for receiving my reimbursement check, and how will it be delivered to me?

Once you’ve been approved for reimbursement and have provided us with a receipt for your repair, the expected wait time for reimbursement to arrive is approximately 5-7 business days.

Does a reimbursement claim count against my claim limits of liability?

Yes, unless your claim is for unlimited front screen repairs, power surge or if applicable, defective battery replacements.

There are two (2) paid Breakdown or Damage claims and unlimited Power Surge claims during the up to twelve (12) month coverage term. Customers enrolled in the Essential, No Worries, or Spoil Me plans have unlimited Front Screen repairs during the up to twelve (12) month term. Customers enrolled in the Spoil Me plan have unlimited Defective Battery replacements during the up to twelve (12) month term. Customers enrolled in No Worries or Spoil Me plans are eligible for one (1) Theft paid claim during the up to twelve (12) month term.

If I'm approved for a reimbursement claim, how much can I expect in return (reimbursement) for finding a repair on my own?

If you are approved for a reimbursement, we will cover your qualifying repair for up to the current maximum value of your covered device, less any applicable service fee/deductible. Maximum coverage per claim is the lesser of the replacement value of the Insured Product, or the original Insured Product purchase price, less any applicable deductible. See your state-specific coverage documents for your Plan’s specific responsibilities and exclusions.

Account / Device Management

How do I delete my account and associated data from the Lori app and services?

If you want to initiate the process of having your Lori account and all associated data permanently deleted, please email us at support@hellolori.com. A customer service representative will reach out to you shortly to begin the process.

How do I make changes to my plan?

You will need to cancel your current coverage and sign up for the plan that best fits your needs. Cancel coverage at any time online at HelloLori.com, through the Lori app, or by calling 1-866-FOR-LORI (1-866-367-5674), and receive an applicable refund, if any, as described in your state specific coverage documents.

You will need to successfully pass another diagnostic test so we can ensure your device is in tiptop shape for your new plan.  Once you have cancelled your plan (Manage Account, select Manage Device, select the Device Name of the device you want to change plans, and select Cancel Coverage) restart the onboarding process and select that plan you’ve had your eye on. Go on, treat yourself!

How do I update the device on my account?

You will need to cancel your current coverage and select a plan that best fits your needs for your new device. You will need to successfully pass another diagnostic test so we can ensure your device is in tiptop shape for your new plan.  Once you have cancelled your plan (Manage Account, select Manage Device, select the Device Name of the device you want to change plans, and select Cancel Coverage) login to the app on your new device and start the onboarding process.

How do I update my credit card information?

Login to your account, select Manage Account, select Manage Billing, select Change Credit Card and follow the steps with Lori.

When does my plan auto-renew?

Your Plan coverage term is up to 12 months as listed on your Coverage Confirmation. We may renew coverage at the end of the Plan term with 30 days prior notice. You may choose not to renew your coverage.

When will I be charged for each renewal?

We will charge the credit card on file two days prior to your coverage end date, to avoid any issues with a lapse in coverage.

Can I cancel my plan?

We’d hate to see you go! If you choose to cancel your plan, you may do so at any time. You may cancel coverage at any time online at HelloLori.com, through the Lori app, or by calling 1-866-FOR-LORI (1-866-367-5674), and receive an applicable refund, if any, as described in your state specific coverage documents.

To cancel in the app, simply navigate to Manage Account, select Manage Device, select the Device Name of the device you no longer want protected, and select Cancel Coverage.

Do I get my money back if I cancel?

If you cancel, you will receive an applicable refund, if any, as described in your state-specific coverage documents. This is an annual plan that you may pay up front or monthly. For monthly pay customers, we will not cancel for non-payment without providing notice and the opportunity to pay, according to applicable state law.

Where can I find the coverage documents for Lori Device Protection?

Current customers can always access their terms and conditions in the app.

  • Sample terms and conditions documents for Starter and Essential plans can be found here.
  • Sample coverage documents for the No Worries plan can be found here.
  • Sample coverage documents for the Spoil Me plan can be found here.

If you would like a copy of your state specific coverage documents, email us at Support@HelloLori.com.

Where can I find the California privacy notice for Lori Device Protection?

You can find our privacy notice for California residents on our website and from the hamburger menu in the app.

Where can I find the privacy notice for Lori Device Protection?

You can find our privacy notice on our website or from the hamburger menu in the app.

Still have questions? Email us at Support@HelloLori.com