How to File a Claim


Call Brightstar

In the case of accidental damage, loss, theft or malfunction (after the manufacturer's warranty expires), call Brightstar's Customer Care Center at 1-888-399-5296. Claims must be reported within 60 days of the incident and proof of loss and/or ownership must be provided, if requested. Only the account holder may file the claim.

Please have the following information ready:

  • Your wireless phone number
  • The account holder's billing address
  • Wireless phone manufacturer/model and unique serial number also called an ESN or IMEI
  • Date, time, location and detailed description of the incident
  • Police report number (if theft occurred)

Pay Deductible & Receive Replacement Handset

If your claim is approved, you will be directed to a participating Carolina West Wireless location to pick up your replacement handset within 60 days. A deductible will be collected based on the make and model of the handset, ranging from $65 to $200 (please visit for handset model specific information).

Please keep the receipt, original box, manual and all packaging materials for warranty purposes. For further information on the Handset Protection Program and/or to print a brochure to file your claim, please visit

Call Carolina West Wireless Customer Care

If your handset was lost or stolen, call Carolina West Customer Care at 1-800-235-5007 to suspend your service and protect yourself against unauthorized use of your account. If your handset was stolen, file a police report where the theft occurred. This report number may be required to process your claim.

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