FAQ

COVID-19 Response

What is Lori doing in light of COVID-19

Our thoughts go out to those affected by the COVID-19 pandemic and the front-line workers who are working so hard to keep all of us safe and healthy.  

At Lori, we are working hard to provide uninterrupted service for our customers, while protecting the health and safety of our associates and repair technicians.

Rest assured if you need to file a claim Lori is here to help.

What are your customer service hours?

During this unprecedented time, our hours have been adjusted to best balance the needs of our customers and associates. Customer Service Representatives are available to respond Monday – Friday, between 8AM and 5PM Central Time. Our standard hours of 7AM – 10PM Central Time, 7 days a week, will resume as soon as possible.)

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

If you have an urgent request outside of the above hours, please contact us at support@hellolori.com.

Can I still file a claim if someone in my household has COVID-19?

In the event you or someone in your household has been confirmed to have COVID-19, or is experiencing symptoms consistent with the virus, we ask that you wait until the symptoms have cleared before filing a claim. If that is not possible, we ask you to provide voluntary notification in the Additional Information section when you submit your claim. This will allow Lori to best serve you while protecting the health of our associates and repair technicians.

Our thoughts go out to you for a speedy recovery.

Can I still schedule a repair?

Yes. As always, you may schedule a repair in the app or on the website. Just log in to your account and Lori is there to help.

The response to the COVID-19 pandemic is evolving daily. Once your repair appointment is scheduled you will receive any special instructions for your area.

Can I still schedule a repair if someone in my household has COVID-19?

In the event you or someone in your household has been confirmed to have COVID-19, or is experiencing symptoms consistent with the virus, we ask that you  wait until the symptoms have cleared before filing a claim. If that is not  possible, we ask you to provide voluntary notification in the Additional  Information section when you submit your claim. This will allow Lori to  best serve you while protecting the health of our associates and repair technicians.

Our thoughts go out to you for a speedy recovery.

Can I still receive a replacement device?

Yes. As always, you may report your device as lost or stolen in the app or on the website. Just log in to your account and Lori is there to help.

Can I still receive a replacement device if someone in my household has COVID-19?

Yes. As always, you may report your device as lost or stolen in the app or on the website. Just log in to your account and Lori is there to help.

Our thoughts go out to you for a speedy recovery.

General

What is Lori Device Protection?

It is the fastest, most convenient, and customizable device protection on the market. Lori will protect your device, new or old. You choose the plan that provides the amount of coverage you need.

How is Lori different from other device protection plans?

With Lori, you can customize your protection. Pick the plan that fits you. Lori will even cover your older models. And if you need to file a claim, Lori is fast. Schedule a repair in as fast as 4 hours and replacements sent via overnight delivery.

Who is eligible for Lori Device Protection?

Anyone can sign up. Lori has your back – it doesn’t matter if you bought your device yesterday or years ago, your phone just needs to be in working order.

Does Lori offer device protection for my phone?

Lori offers coverage for iPhone 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.

Where is Lori Device Protection available?

The short answer? Lori Device Protection is probably available wherever you are in the United States.

Long answer? Lori Device Protection is available in the United States, only. Lori is not available in Alaska or Hawaii.

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

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

How does Lori Device Protection Work?

It’s simple. Choose the plan that’s right for you, enter payment info, complete our remote diagnostic 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  an incident.

What does each Lori Device Protection Plan cover?

See Lori Device Protection plan details here.

How does the manufacturer warranty work with Lori Device Protection?

Your manufacturer warranty typically lasts for mechanical issues within the first year of ownership, after which Lori will continue your coverage for those issues as well as additional coverage you choose (e.g. cracked screen, stolen, etc.)

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 deductible.

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

Why should I protect my device?

You should protect your device because things happen. Plain and simple. Nobody expects to break or lose their device but just about everyone does. Your life is in 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 worse by spending that much money to get a new one, trust me.

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

Of course! Before Lori can cover it however, you’ll need to get that phone fixed!

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. Download the app and Lori will 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. When you pay up front for an annual plan, you’ll receive a 10% discount on your premium, just because.

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 plan for each device covered after the 2nd).

Claims Handling

How do I file a claim?

Device protection is confusing. It’s a mess of paperwork and words that nobody really understands. That’s not how Lori does it. Simply file a claim by logging into the app or visiting the website and you’re good to go!

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 12:01 the day after you sign up and pay for coverage.

How many claims am I allowed?

The number of claims you  may file vary by plan.

Starter and Essential Plans
- Repair or Replacement due to mechanical breakdown or water damage – Up to 2 claims per  12 consecutive month period

No Worries and Spoil Me Plans
- Repair or Replacement due to mechanical breakdown or water damage – Up to 2 claims per  12 consecutive month period
- Lost or Stolen Device – Up to 1 claim per 12 consecutive month period

Is my claims limit per account or per device?

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

How do I schedule a repair appointment?

Simply schedule a repair by logging into the app or visiting the Lori website and you're good to go!

How long does it typically take to complete a repair?

Lori has repair technicians ready to meet you at the location you chose, Monday-Saturday, 9AM-6PM. You can schedule a repair in as fast as 4 hours*. The time required for your specific repair may vary depending on the device being repaired and when you schedule.

*iPhone 11 Owners – Repairs are usually scheduled several days into the future for your device due to part availability. But rest assured, Lori is doing everything to get you up and running as fast as she can.

How long does it take to receive a replacement device?

Lori will overnight you your replacement device as soon as possible. Most of the time, Lori can get it to you by the next day, but sometimes it might take 2 days based on your location.

Account / Device Management

Are there any discounts available for Lori Device Protection?

Of course! Lori Device Protection customers may be eligible for one or more discounts, depending on which plan you purchase.

1. When you pay up front for an annual plan, you’ll receive a 10% discount on your premium, just because.
2. When you purchase the Spoil Me plan, Lori’s most comprehensive plan, you are eligible for a claims free discount of 15% after going claims free for 12 consecutive months.

Can I cancel my plan?

We’d hate to see you go! If you choose to cancel your plan, you may do so at anytime.

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