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Viaero Assurance Program

Viaero’s Assurance Service Program is undergoing a change. In addition to the comprehensive equipment coverage we’ve offered for several years, we’re adding new features that make the Assurance Service Program the best equipment service program available for Android and Apple devices. These new features are provided through a partnership with Fortegra, another leader in device protection, using their ProtectCELL SafeStore app.

  1. Device Security Locate device by sounding an alarm or finding it via an online map, lock it remotely if lost or stolen, or even wipe the data, all through the SafeStore web portal.
  2. Caught In The Act Take a picture of whoever is using your phone with the front-facing camera.
  3. Cloud Backup 50GB online storage of your device contacts, photos, and videos.
  4. Safe Zones Be automatically notified when your family devices enter or leave an area you designate.
  5. Malware Scan For Android devices only, scan your phone’s apps for potentially harmful malware.

Besides the new features, what else is changing?

  1. Assurance once again covers Apple devices! This coverage will be provided by our partner Fortegra, which also provides the extra services now included with Assurance
    • Apple customers will call to request a replacement phone (phone number will be provided starting this December)
    • The replacement charge will be collected by Fortegra over the phone
    • Fortegra will direct ship the replacement Apple device to the customer
  2. The monthly feature charge will increase to $9 per month for all Assurance customers
  3. Assurance equipment replacement charges will change as follows (in most cases a price drop):
    • $50 for Basic/entry-level smartphones & tablets
    • $100 for mid-range smartphones & tablets
    • $200 for high-end smartphones & tablets

What stays the same?

  • The program will continue as the Assurance Service Program
  • Coverage for loss/theft, physical damage, moisture damage, malfunction stays the same
  • Same-day priority shipping of replacement devices (when we are notified before noon)
  • Maximum # of allowed incidents, 2 in 18 months

Program

Assurance Service

AppleCare +

Eligible Devices

All devices

iOS devices only

Covered Incidents

Physical Damage

Water Damage

Malfunction

Loss/Theft

Physical Damage

Water Damage

Malfunction

 

Cloud Backup

50GB*

5GB

Device Location Monitoring

Yes*

Yes

Malware/App Analyzer

Android only

No

Remote Lock/Unlock

Yes*

Yes

Caught in the Act

Yes*

No

Service/Replacement Charge

$50/$100/$200

$29/screen damage

$99/other damage

Monthly Cost

$9/mo

$99/$129 up front


*New feature for the Viaero Assurance Service Program.
broken phone screen

FAQs

I own an Apple device. How is Assurance for my Apple better than AppleCare+?

  • Get Loss/Theft replacement, which is not available through AppleCare+!
  • Get Priority Shipping replacement direct to your home!
  • Get 50GB Cloud storage for free!
  • Get SafeZone Monitoring (know when your phone leaves an area you set)!

I own an Android device. Why do I want to get the new Assurance?

  • Get the same great coverage and priority replacement you currently enjoy!
  • Get 50GB Cloud backup for contacts, photos and videos!
  • Get Malware and Wi-Fi network protection!
  • Get Remote Lock and Unlock of your device!
  • Get Location assistance and track your phone!
  • Create safe zones that notify you your device enters or leaves the area!

Will the replacement charge I pay for each incident change?

Yes. We have consolidated and lowered the replacement charges you pay for each incident.

  • Basic phones and entry-level smartphones/tablets will pay $50 per incident
  • Mid-range smartphones/tablets will pay $100 per incident
  • High-end smartphones/tablets will pay $200 per incident

Do I have to pay a different monthly fee if I have an Apple device?

No. All Assurance Service Program users pay the same $9 per month after December 1st, 2017, which covers lost/stolen devices, physical or liquid damage to your device, and malfunction of your device, plus all of the great new benefits you receive.

If I have an Apple device, do I call Viaero’s Customer Care to report an incident with my device?

Rather than dial 611, Viaero customers who have Assurance Service on their Apple devices will call a separate number (provided later this December) to report an incident and request a replacement. Or they can go to www.protectcell.com and request a replacement device online. 

Do I have to pay for the Assurance up front for my Apple device like I do with AppleCare+?

No lump-sum upfront payment is required. The Assurance feature charge is added to your monthly Viaero bill. You can remove the feature at any time.

How do I register my device to access the new features now available?

If you have Assurance Service already on your phone and you wish to use the new features available after 12/1/17, please do the following:

1. TO access Device Security, Device Transfer, Cloud Backup, & Malware Scan (android only), download the SafeStore app for your phone. Click HERE to download the app for your phone.

a. Open the app and use the login credentials you received via email. If you haven’t received your login credentials, please contact the ProtectCELL customer support team (phone number will be provided this December) to verify your email address is correct.

2. To lock, locate, and recover your phone, as well as set your Savezones, log in through the web portal at safestore.protectcell.com using the same user name and password you use to access the app.

I have the Assurance Service Plan feature on my phone but I didn’t receive a welcome email. How do I access the ProtectCELL features?

If you have the Assurance Service Plan feature on your phone but didn’t receive a welcome email with your login credentials (username and password), we may not have your correct email address. Call the ProtectCELL customer support team (number will be provided this December) to verify your email address is correct. You should also contact the Viaero Wireless Care team by dialing 611 from your phone to ensure we have your correct email address.

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