Q:  What is the monthly fee for the eSecuritel Program?
A:  The monthly fee is $4.95 per month.

Q:  Is the monthly fee prorated?
A:  No, the monthly fee is not prorated. 

Q: How is the subscriber fee paid?
A: The customer is billed directly on their Cellular One wireless bill each month. The fee is not pro-rated for any part of the month for the Covered Subscriber.

Q: Is a deposit required?
A: No.

Q: Can the subscription fee be paid quarterly or yearly, or does it have to be monthly?
A: The subscription fee must be paid monthly unless otherwise specified by the wireless service provider. It will be included in the monthly bill.

Q: What evidence is provided of enrollment?
A: The monthly wireless bill will show the subscription fee as an itemized feature.

Q: How can someone enroll?
A: Customers can enroll through Cellular One by calling 1-800-730-2351 or visiting a Cellular One store

Q: Who is eligible to enroll in the program?
A: To be eligible for coverage immediately, the customer must enroll at the same time they purchase their new handset from Cellular One (Point of Sale).  If they elect to activate coverage after the Point of Sale, no claims may be made under the Program for thirty (30) days following activation.  The phone must be operational at the time of Program activation in order to enroll.

Q: How is the phone determined to be operational when the customer enrolls through Customer Care or Online?
A:  A phone call can be placed to the phone by Customer Care to verify the phone is operational.  If the phone can not be verified as operational, eSecuritel may request verification from Cellular One that calls were placed on that handset after the enrollment for coverage if necessary.

Q:  How many losses are allowed?
A:  Two accepted losses in a 12 month period are allowed.

Q:  How long do I have to file a claim?
A:  Claims must be filed with in 60 days of the date of loss.

Q:  How long do I have to fulfill my claim?
A:  Claims must be fulfilled with in 60 days from the date of the claim.  If a claim is not fulfilled within 60 days, the claim will expire and the handset will no longer be covered.

Q: How much is the deductible?
A:  The deductible is based upon the claimed model.  The customer can access the most recent deductible schedule by visiting http://Cellular Oneonline.esecuritel.com. 

Q:  If a claim is denied can the customer call back to process another claim on the same handset?
A:  No.  Per the coverage terms eSecuritel has on file with the Dept of Insurance, the claim is adjudicated from the customers initial Statement of Loss and can not be changed.

Q: If the user is someone other than the account holder and the account holder calls in the claim and it is denied, can the user call back to file the claim?
A: No. It is highly suggested that the Account Holder get all the facts from the user about what happened before they call in the claim.  Once the Statement of Loss is given, it can not be changed.

Q: If the customer gives an address that is not on record with eSecuritel, what should they do?
A:  If the customer has a PO Box, the customer should be prepared to give both the PO Box and the physical address. Typically one of these addresses will match what is on record with eSecuritel.  If it still does not match, the customer should report the mismatch to Cellular One Customer Care and they can resolve by calling the eSecuritel Program Manager. 

Q: Does the customer automatically receive handset protection when they subscribe to Cellular One Wireless Service?
A: No, it is a feature billed on a monthly basis that the customer chooses to participate in. They may cancel at any time.  However, coverage is only effective as long as service is active with Cellular One.

Q: Do any eSecuritel programs provide coverage for devices not offered by Cellular One?  For example: Ipods?
A: No. Currently, eSecuritel provides wireless handset coverage only.

Q: What paperwork is needed to file a loss?
A: In some cases, proof of purchase may be required.  Sales receipts, Wireless Service agreements, the original handset box are acceptable forms of proof of purchase.  In cases where the handset was lost or stolen, a valid Police Report or Badge number may be required.

Q: Must a police report number be obtained for all losses?
A: No

Q: Can replacement equipment be purchased prior to filing a loss?
A: No, a customer's phone will be replaced after the loss has been submitted and accepted.  Replacement equipment will be provided by Cellular One at a store location. Cash settlements or reimbursements are not allowed.

Q: Will the exact type of phone be replaced?
A: A like or comparable model as indicated in the approved replacement matrix will be provided as agreed to by eSecuritel and Cellular One.  In some cases, this will be the exact model but not in all cases. 

Q: Is the phone covered for liquid damage?
A: Yes provided and accidental incident caused the liquid damage.  Damage due to moisture or sweat is not covered.

Q: Is a "loaner" phone provided while the original phone is sent to the manufacturer for repair?
A: eSecuritel does not provide loaner equipment.

Q: If a leather case is stolen with the phone, will it be replaced?
A: A leather case is considered an accessory.  Accessories are not covered under this program.  Your replacement handset will include the standard battery and wall charger.

Q: If the phone stops working for no apparent reason, would it be covered?
A: If the failure is due to wear and tear it is not covered. The subscriber will be referred to Cellular One to explore their options of purchasing a new handset. If the manufacturer’s warranty applies, the customer will be directed to Cellular One for Manufacturer Warranty instructions.  If the manufacturer’s warranty has ended, malfunction is covered at this time.

Q: Who pays the wireless bill while a phone is being repaired or replaced?
A: The monthly service is the customer's responsibility.

Q: If a phone is missing and the whereabouts are unknown, is coverage provided?
A: Yes. The subscriber may need to file a police report and provide the police report number to the eSecuritel call center as well as the location where reported, name of officer and phone number.

Q: Does the wireless handset protection service cover damage to the car from forced entry?
A: No.

Q: If a new handset is purchased (must be purchased from Cellular One) after a previously protected handset was lost, stolen or damaged but a loss was not reported, can a loss still be reported on the previous phone?
A: If the handset shows to have coverage on the specific loss date and the loss date is within 60 days of the claim date, the handset will be covered. 

Q: Is there an option to upgrade equipment when calling eSecuritel to file a claim?
A: No. Upgrades are prohibited during the claim filing process. Customers may either process a loss over the phone with eSecuritel, or visit a Cellular One retail location to find out about eligibility for an upgrade.