If your device no longer works on your carrier network, it may be because Carolina West Wireless has decommissioned 3G/non-VoLTE devices and a claim may not be necessary. If you are still using a 3G/non-VoLTE device and experiencing this issue, please contact Carolina West Wireless before you file a claim.
Enrolling in our programs is easy! Simply sign up when you buy your new phone or device and your coverage starts immediately.
Need a little more time? Enroll in SmartPROTECT or SmartPROTECT with AppleCare Services within 60 days of your device purchase and coverage starts immediately. Enroll in SmartPROTECT Basic within 30 days of your device purchase and coverage starts immediately. If you brought your own device (CPE), enrollment is available anytime and coverage starts immediately. Please note that your device must be fully operational at the time of program activation in order to enroll.
Click on your plan below to see your program overview.
If you are not sure which Mobile Protection Plan you are enrolled in, log in to My Plan.
Coverage includes loss, theft, accidental damage and malfunction (after the manufacturer's warranty) if you purchase both the insurance policy for loss and theft and the service contract for damage and malfunction. You may also purchase these options separately.
Pricing ranges from $3.57 to $16.99 per month, with Deductibles ranging from $29.00 to $399.00. For a full pricing breakdown, including the monthly fees for insurance only and service contract only, see the cost table below.
With the insurance policy and service contract, you are eligible for unlimited claims for screen break and accidental damage from handling; 2 extended warranty malfunction claims; and 1 claim for loss or theft in in any rolling 12-month period. Each claim is subject to a maximum value of $2,500.00, depending on your device tier*.
View our program guide for the full rundown of program pricing, coverage, and details.
| Nonsubsidized Retail Price at Time of Enrollment | $0 - $399.99 |
$400.00 - $599.99 |
$600.00 - $1,000.00 |
$1,000.01 - $1,500.00 |
$1,500.01 - $2,500.00 |
|---|---|---|---|---|---|
| Monthly Fee (Loss, Theft, Damage, & Malfunction)* | $7.99 | $9.99 | $12.99 | $14.99 | $16.99 |
| Monthly Fee (Loss & Theft Only) | $4.42 | $4.42 | $5.55 | $5.66 | $8.04 |
| Monthly Fee (Damage & Malfunction Only) | $3.57 | $5.57 | $7.44 | $9.33 | $8.95 |
| Screen Repair Deductible | $29.00 | $29.00 | $29.00 | $29.00 | $29.00 |
| All Other Damage Repair Deductible | $49.00 | $99.00 | $99.00 | $99.00 | $99.00 |
| Extended Warranty Malfunction Deductible (Replacement Only) | $49.00 | $149.00 | $199.00 | $299.00 | $399.00 |
| Loss & Theft Deductible | $79.00 | $149.00 | $199.00 | $299.00 | $399.00 |
| Non-Return Equipment Fee | Up to the amount of the unsubsidized, new retail price of the enrolled device | ||||
| Locked Device Fee | Up to the amount of the unsubsidized, new retail price of the enrolled device | ||||
* SmartPROTECT is a combination of an Insurance Policy and a Service Contract. The Insurance Policy covers loss and theft. The Service Contract covers accidental damage from handling and extended warranty malfunction. You are not required to purchase SmartPROTECT to activate wireless service. Coverage may provide a duplicate of other sources of coverage.
Your premium and deductible are based on the non-contract, non-subsidized new retail price of the model of your wireless device or phone on the purchase date. The deductible must be paid before you repair your device or receive your replacement equipment and is non-refundable. All pricing and fees are subject to applicable taxes.
Coverage includes lost, theft, accidental damage, and malfunction if you purchase both the insurance policy for loss and theft and the service contract for damage and malfunction. You may also purchase these options separately.
Pricing ranges from $4.42 to $16.99 per month, with Deductibles ranging from $29.00 to $399.00. For a full pricing breakdown, including the monthly fees for insurance only and service contract only, see the cost table below.
With the insurance policy and service contract, you are eligible for unlimited claims for screen break, accidental damage from handling and warranty malfunction. You are also eligible for 1 claim for loss or theft in in any rolling 12-month period. Each claim is subject to a maximum value of $2,500.00, depending on your device tier*.
Please Note: Theft and loss coverage requires you to have Find My iPhone enabled on your device at the time it is lost or stolen.
View our program guide for the full rundown of program pricing, coverage, and details.
| Nonsubsidized Retail Price at Time of Enrollment | $0 - $599.99 |
$600.00 - $1,000.00 |
$1,000.01 - $1,500.00 |
$1,500.01 - $2,500.00 |
|---|---|---|---|---|
| Monthly Fee (Loss, Theft, Damage, & Malfunction)* | $9.99 | $12.99 | $14.99 | $16.99 |
| Monthly Fee (Loss & Theft Only) | $4.42 | $5.55 | $5.66 | $8.04 |
| Monthly Fee (Damage & Malfunction Only) | $5.57 | $7.44 | $9.33 | $8.95 |
| Screen Repair Deductible** | $29.00 | $29.00 | $29.00 | $29.00 |
| All Other Damage Repair Deductible | $99.00 | $99.00 | $99.00 | $99.00 |
| iPhone and iPad Malfunction Deductible | $0.00 | $0.00 | $0.00 | $0.00 |
| Loss & Theft Deductible | $149.00 | $199.00 | $299.00 | $399.00 |
| Non-Return Equipment Fee | Up to the amount of the unsubsidized, new retail price of the enrolled device | |||
| Locked Device Fee | Up to the amount of the unsubsidized, new retail price of the enrolled device | |||
* SmartPROTECT with AppleCare Services is a combination of an Insurance Policy and a Service Contract. The Insurance Policy covers loss and theft. The Service Contract covers accidental damage from handling and warranty malfunction. You are not required to purchase SmartPROTECT with AppleCare Services to activate wireless service. Coverage may provide a duplicate of other sources of coverage.
**Screen repair for iPhone models 12 and newer (excluding iPhone SE) refers to the front or back glass. If the claim is for both front and back glass breakage repair, the deductible is $58 ($29 per repair).
Your premium and deductible are based on the non-contract, non-subsidized new retail price of the model of your wireless device or phone on the purchase date. The deductible must be paid before you repair your device or receive your replacement equipment and is non-refundable. All pricing and fees are subject to applicable taxes.
Coverage includes loss, theft, accidental damage and malfunction (after the manufacturer's warranty).
Pricing ranges from $6.99 to $14.99 per month depending upon the retail price of your device.
Up to 2 replacements are permitted in any rolling 12-month period, with a deductible ranging from $49.00 to $399.00 for each approved claim.
View our program guide for the full rundown of program pricing, coverage, and details.
| Nonsubsidized Retail Price | $0 - $399.99 |
$400.00 - $599.99 |
$600.00 - $1,000.00 |
$1,000.01 - $1,500.00 |
$1,500.01 - $2,000.00 |
|---|---|---|---|---|---|
| Monthly Premium | $6.99 | $8.99 | $9.99 | $12.99 | $14.99 |
| Replacement Deductible | $79.00 | $149.00 | $199.00 | $299.00 | $399.00 |
| Repair Deductible | $49.00 | $75.00 | $99.00 | $149.00 | $199.00 |
| Claim Conversion Fee | $30.00 | $74.00 | $100.00 | $150.00 | $200.00 |
| Non-Return Equipment Fee | Up to the amount of the unsubsidized, new retail price of the enrolled device | ||||
| Locked Device Fee | Up to the amount of the unsubsidized, new retail price of the enrolled device | ||||
*Taxes not included
Your Premium and Deductible are based on the non-contract, non-subsidized new retail price of the model of your wireless device or phone on the purchase date. The deductible must be paid before you repair your device or receive your replacement equipment and is non-refundable. All pricing and fees are subject to applicable taxes.
Coverage includes lost, theft, accidental damage, and malfunction.
Pricing ranges from $9.99 to $16.99 per month, with a Deductible ranging from $29.00 to $399.00. For a full pricing breakdown, including the specific repair and replacement deductibles, see the cost table below.
Claims you are eligible to receive 3 approved Claims in a rolling 12-month period, 2 of which may be for damage and 1 of which may be for lost/theft. Malfunction Claims performed do not count towards this limit. Up to a $2,000 value limit per Claim.
Please Note: Theft and loss coverage requires you to have Find My iPhone enabled on your device at the time it is lost or stolen.
View our program guide for the full rundown of program pricing, coverage, and details.
| Retail Value of Device | $0 - $599.99 |
$600.00 - 1,000.00 |
1,000.01 - $1,500.00 |
$1,500.01 - $2,000.00 |
|---|---|---|---|---|
| Monthly Premium | $9.99 | $12.99 | $14.99 | $16.99 |
| iPhone Repair Deductible iPhone Screen Only* | $29.00 | $29.00 | $29.00 | $29.00 |
| iPhone Repair Deductible All other damage | $99.00 | $99.00 | $99.00 | $99.00 |
| iPad Repair Deductible Screen, all other damage | $49.00 | $49.00 | $49.00 | $49.00 |
| Malfunction Deductible | $0.00 | $0.00 | $0.00 | $0.00 |
| Loss/Theft Deductible iPhone and iPad | $149.00 | $199.00 | $299.00 | $399.00 |
| iPhone Claim Conversion Fee (screen damage to all other damage) | $70.00 | $70.00 | $70.00 | $70.00 |
| Non-Return Equipment Fee | Up to the amount of the unsubsidized, new retail price of the enrolled device | |||
| Locked Device Fee | Up to the amount of the unsubsidized, new retail price of the enrolled device | |||
*Screen repair for iPhone models 12 and newer (excluding iPhone SE) refers to the front or back glass. If the claim is for both front and back glass breakage repair, the deductible is $58 ($29 per repair) but will still only count as one claim against the limit. If these are separate claims, each repair has a $29 deductible and each repair counts as one claim against the limit.
Your premium and deductible are based on the non-contract, non-subsidized new retail price of the model of your wireless device or phone on the purchase date. The deductible must be paid before you repair your device or receive your replacement equipment and is non-refundable. All pricing and fees are subject to applicable taxes.
Protection includes accidental damage and extended warranty (malfunction after the manufacturer's warranty expires).
Pricing is from $4.99 per month, with a Deductible of $35.00. For a full pricing breakdown, see the cost table below.
Claims you are eligible to receive 2 approved Claims in a rolling 12-month period. Up to a $250.00 value limit per Claim.
Please Note: SmartPROTECT Basic is only available on Android devices.
View our program guide for the full rundown of program pricing, coverage, and details.
| Retail Value of Device | $0.00 - $250.00 |
|---|---|
| Monthly Service Fee | $4.99 |
| Replacement Processing Fee | $35 |
| Non Return Fee | Up to the amount of the unsubsidized, new retail price of the enrolled device |
| Locked Device Fee | Up to the amount of the unsubsidized, new retail price of the enrolled device |
Who is Likewize Device Protection?
A proud subsidiary of Likewize Corp. (formerly known as Brightstar) since 2011, Likewize Device Protection, provides phone and device protection programs for millions of subscribers around the globe. We’re backed by two A-rated insurers and support our customers through 14 call centers in 9 countries. Learn more about Likewize.
How much does it cost?
A low monthly premium ranging from $3.57- $16.99 is included on your Carolina West online account and is paid monthly along with your service plan (commonly referred to as top up). Please note that a deductible is also required when your Claim is approved and a replacement or repair is authorized. View more about costs.
Are there other fees I should know about?
Additional fees you may be charged include a claim conversion fee if you pay the screen repair deductible and the phone has additional damage beyond the screen or if you pay a repair deductible and the phone has to be replaced; a non-return fee if you don’t return your damaged or malfunctioning phone; a locked device fee if your phone is returned with the locking mechanism enabled; and/or a no trouble found fee if your claimed device is provided for repair or replaced, and no trouble is found.
Will I be charged tax on this program?
All program costs, fees, and charges are subject to applicable taxes.
When do I file a claim?
If your phone or device is lost, experiences theft or accidentally damaged file a Claim.
You can also file a Claim if your phone or device experiences an electrical or mechanical malfunction and more than 12 months has passed since the date of purchase.
A manufacturer's warranty (in-warranty) is provided by your phone manufacturer and is generally valid for 12 months from the date of purchase. Electrical or mechanical malfunctions in these first 12 months that are no cause of your own are generally covered by your manufacturer’s warranty. Details can be found in your original packaging.
How do I file a claim?
Our Claims process is fast, easy and secure. Simply gather your personal information, incident details and visit our Claim page. Or you can call Likewize at 888-399-5296.
If I receive a replacement phone as the result of an approved Claim, am I insured for the new phone or device?
Yes, but it’s possible that the premium and deductible could change depending on the new retail price of your device. Please refer to your in-store program guide for more details.
What does my program cover?
SmartPROTECT provides coverage for lost, theft, accidental damage and malfunction (after the expiration of the original manufacturer's warranty).
How many claims are SmartPROTECT Device Protection customers allowed?
SmartPROTECT Device Protection customers enrolled before November 14, 2023 are limited to 2 approved Claims in any rolling 12-month period.
SmartPROTECT Device Protection customers enrolled on or after November 14, 2023 are allowed unlimited damage claims, 2 claims for out-of-warranty malfunction, and 1 approved Claim for loss or theft in any rolling 12-month period.
When can I enroll?
Enroll in SmartPROTECT or SmartPROTECT with AppleCare Services within 60 days of your device purchase and coverage starts immediately. Enroll in SmartPROTECT Basic within 30 days of your device purchase and coverage starts immediately. If you brought your own device (CPE), enrollment is available anytime and coverage starts immediately. Please note that your device must be fully operational at the time of program activation in order to enroll.
Will I get the same phone for an approved replacement Claim?
Replacements are often new but on occasion may be reconditioned. While reconditioned equipment looks and functions just like new, it may have minor cosmetic flaws and contain non-original manufacturer parts and accessories. If the exact make, model and/or color is not available, your replacement will be of like kind and quality and may be a different color.
Am I required to pay a deductible before I get my replacement phone?
Yes. You are required to pay a deductible for each approved Claim. For your exact deductible, go to My Plan and sign in.
How will I be charged?
When you enroll in the program, you'll pay in-advance for device protection along with your monthly service each month (commonly referred to as top up).
Can I cancel my protection plan?
You may cancel at any time. Carolina West Customer Care directly at 1-800-235-5007. They will help you change or cancel your coverage.
What should I do with my damaged device?
If your phone was accidentally damaged and your Claim is approved, you’ll need to ship us your broken device.
Shipping instructions and packing materials for returning the claimed equipment will be included with the replacement device we send you.
Be sure to act quickly! Failure to do so within 30 days may result in equipment and processing fees of up to the full retail price of your device.
To avoid a Locked Device Fee of up to the full retail price of your device, unlock your damaged/ malfunctioning device before shipping it.
Android users whose devices are locked via a Google activation lock, must log into the account and unlock it.
Make sure you remove any personal information and data and restore your device to the factory settings before shipping it back.
We are not responsible for any loss of data, personal or otherwise, that may occur if you fail to remove your data from the device before returning it to us.
Learn more.
What determines if repair is available?
Location of repair center, device make / model, type of damage and repair or replacement part availability can influence the choices of replacement vs. repair. For example, brand new models may not be available for repair right away, and certain types of damage such as liquid damage are not eligible for repair.
Can I go to any repair location?
To ensure quality, all repairs must be completed through one of Likewize’s authorized centers. When you complete your Claim you will be presented with repair centers in your area. Once you select a repair center, you can visit any of their locations with a valid Claim and have your repair completed.
What happens if the repair provider cannot fix my device?
If your device can’t be repaired, it will be replaced.
What happens if I have an issue with my device after repair?
All repair work is guaranteed for ninety (90) days by our authorized repair centers. Simply call Likewize at 888-399-5296, to file your repair warranty Claim.
How much does it cost?
Subscribers enrolled in the SmartPROTECT with AppleCare Services program pay a low monthly service fees ranging from of $4.52 to $16.99 depending on the retail price of your device at time of enrollment.
Please note that a deductible is also required when your claim is approved and a replacement or repair is authorized. View more about costs.
Are there other fees I should know about?
Additional fees you may subject to are: Non-Return Fee, Locked Device Fee, Claim Conversion Fee, and No Trouble Found Fee.
If your original equipment is not received within thirty (30) days, you will be charged a Non-Return Equipment Fee of up to the non-subsidized, non-discounted retail price of the enrolled device at the time of enrollment.
If your protected device is returned with the locking feature enabled, you may be charged a Locked Device Fee of up to the amount of the unsubsidized, new retail price of the enrolled device at the time of enrollment.
A No Trouble Found Fee of $50 may be charged if you are approved for a Claim and no trouble is found with the device you return to us or bring in for repair.
A Claim Conversion Fee may be charged if you pay the screen only Repair Deductible and other damage is found or if you pay a Repair Deductible and the device is replaced. This fee may vary and is the difference between the Repair Deductible paid and the Repair/Replacement Deductible.
Will I be charged tax on this plan?
All program costs, fees, and charges are subject to applicable taxes.
What’s covered?
For SmartPROTECT with AppleCare Services, coverage includes lost, theft, accidental damage from handling, and malfunction.
What AppleCare Services benefits are included in my program?
When do I file a claim?
File a Claim if your device experiences accidental damage from handling, theft, is lost, or experiences a
mechanical or electrical malfunction.
With SmartPROTECT with AppleCare Services If your device malfunctions during this time, you can contact Likewize at 888-399-5296
and Likewize will assist and either file a claim for you or warm transfer you to Apple.
How do I file a Claim with Apple or Likewize?
How do I submit a Claim with Likewize?
Our Claim process is fast, easy, and secure. Simply visit our Claim page, provide information about your protected device and details about what happened, pay the applicable Deductible, and follow the directions to get your device repaired or replaced. Or you can call us at 888-399-5296.
If I receive a replacement device as the result of an approved Claim, is the new device protected?
Yes, your replacement device is protected and your warranty with Apple is guaranteed against malfunction as long as you are actively enrolled in the Plan. If you exit the program, your warranty with Apple is the remainder of the 12 month warranty or 90 days, whichever is greater. If your replacement device malfunctions during this time period, please call Apple at 1-800-APL-CARE.
I enrolled in the program but Apple doesn’t show my enrollment when I call or visit a store?
If you enrolled in the program in the last couple of days, your enrollment may not yet be showing up in the AppleCare Services system. This may take 1-2 days. To allow the Apple representative to assist you, please provide a proof of purchase showing that you recently enrolled in SmartPROTECT with AppleCare Services.
What is there is not a repair location near me?
What happens if I have an issue with my device after repair?
All repair work is guaranteed for 90 days. Simply call either Likewize at 888-399-5296 or Apple at 1-800-APL-CARE, depending on who repaired your device.
How will I be charged?
When you enroll in the program, you'll pay in-advance for device protection along with your monthly service each month (commonly referred to as top up). You will also see it added to your Carolina West Mobile online account.
Please note that a non-refundable Deductible is also required when your Claim is approved and a replacement or repair is authorized. View more about costs.
How many claims can I submit?
With the insurance policy and service contract, you are eligible for unlimited claims for screen break, accidental damage from handling and warranty malfunction. You are also eligible for 1 claim for loss or theft in in any rolling 12-month period. Each claim is subject to a maximum value of $2,500.00, depending on your device tier.
When can I enroll?
Our enrollment process is quick and painless. Simply sign up when you buy your new Apple device or within 60 days of purchase and your coverage will start immediately. Please note that your device must be fully operational at the time of program activation in order to enroll. Theft and loss coverage requires you to have Find My iPhone enabled on your device at the time it is lost or stolen.
What kind of replacement device will I receive?
You will receive an Apple-certified replacement device.
What’s not covered?
While our plan covers against an impressive range of failures, there are a few exceptions. Any normal wear and tear or pre-existing damage is not covered. Other exclusions apply. You can refer to your plan’s terms and conditions for all the details. You can also call us at 888-399-5296 and we will gladly answer any questions you may have.
Can I cancel my protection plan?
You may cancel at any time. Contact Carolina West Mobile Customer Care directly at 1-800-235-5007. They will help you change or cancel your coverage.
How much does it cost?
A low monthly fee of $4.99 is billed to your Carolina West account account. Please note that a deductible of $35.00 is also required when your Claim is approved and a replacement is authorized. View more about costs.
Are there other fees I should know about?
Additional fees you may subject to are: Non-Return Fee, Locked Device Fee, Claim Conversion Fee, and No Trouble Found Fee.
Our enrollment process is quick and painless. Simply sign up when you buy your new phone or device and your coverage will start immediately. Need a little time to think it over? Enroll within 30 days of your purchase and coverage will start immediately. Please note that your device must be fully operational at the time of program activation in order to enroll.
Will I be charged tax on this program?
All program costs, fees, and charges are subject to applicable taxes.
When do I file a claim?
If your phone or device is experiences accidental damage or you have an extended warranty claim.
How do I file a claim?
Our Claims process is fast, easy and secure. Simply gather your personal information, incident details and visit our Claim page. Or you can call Likewize at 888-399-5296.
If I receive a replacement phone as the result of an approved Claim, am I insured for the new phone or device?
Yes.
What does my program cover?
SmartPROTECT Basic protects your device against accidental damage and malfunction (after the expiration of the original manufacturer's warranty).
How many claims are SmartPROTECT Basic customers allowed?
SmartPROTECT Basic customers are limited to 2 approved Claims in any rolling 12-month period.
When can I enroll?
Our enrollment process is quick and painless. Simply sign up when you buy your new phone or device and your coverage will start immediately. Need a little time to think it over? Enroll within 30 days of your purchase and coverage will start in 30 days. Please note that your device must be fully operational at the time of program activation in order to enroll.
Will I get the same phone for an approved replacement Claim?
Replacements are often new but on occasion may be reconditioned. While reconditioned equipment looks and functions just like new, it may have minor cosmetic flaws and contain non-original manufacturer parts and accessories. If the exact make, model and/or color is not available, your replacement will be of like kind and quality and may be a different color.
Am I required to pay a deductible before I get my replacement phone?
Yes. You are required to pay a deductible for each approved Claim. For your exact deductible, go to My Plan and sign in.
How will I be charged?
When you enroll in the program, you'll pay in-advance for device protection along with your monthly service each month (commonly referred to as top up).
Can I cancel my protection plan?
You may cancel at any time. You may cancel at any time. Carolina West Customer Care directly at 1-800-235-5007. They will help you change or cancel your coverage.
What should I do with my damaged device?
What can I do online?
Lots! You can check your premium and deductible, review your plan documents, start a claim, and track it from start to finish. Simply go to My Plan and sign in.
How do I change my personal information?
Log on to My Plan and select Update Profile.
Still didn’t find what you were looking for?
Our customer care representatives are here to assist. Call the Likewize Device Protection Customer Care Center at 888-399-5296 Monday through Friday 8am to midnight ET, Saturday – 8am to 10pm ET and Sunday – Noon – 10pm ET.
For the fastest service, file a claim or check the status of your claim online. If you have questions about your protection plan, you can find complete terms and conditions in the Resources area. For other questions, fill out the form below.
We’ve got all the inside info you need right here in our Resources Center. Check the library below for your program guide, insurance certificate and other information pertinent to your plan.
These programs may change or be modified during your term. Please refer to this website for the most current information. We will not cover loss or damage caused directly or indirectly by any of the exclusions listed in the complete Insurance Policy and/or Service Contract. PLEASE READ THE COMPLETE INSURANCE POLICY AND SERVICE CONTRACT CAREFULLY TO DETERMINE YOUR RIGHTS, DUTIES, AND WHAT IS AND IS NOT COVERED.
Claims may be fulfilled with a repair, or new or reconditioned equipment. Reconditioned equipment may have minor cosmetic flaws. Replacement of ‘accessories’ may be with generic or non-original manufacturer accessories. If the exact model is not available, the replacement will be of like kind and quality. You are not required to purchase protection to activate wireless service. This coverage may provide a duplicate of other sources of coverage. You may cancel at any time.
The programs are repair and replacement services provided to Carolina West Wireless customers.
If you enrolled in SmartPROTECT prior to November 14, 2023, your coverage is provided pursuant to an Insurance Policy provided by New Hampshire Insurance Company, through Likewize Agency, LLC and is administered by Likewize Device Protection, LLC. The extended warranty service contract is provided and administered by Likewize Device Protection, LLC.
SmartPROTECT (for enrollments November 14, 2023 and later) and SmartPROTECT with AppleCare Services are a combination of an Insurance Policy and a Service Contract. The Insurance Policy covers loss and theft. The insurance is provided by New Hampshire Insurance Company. Likewize Agency, LLC is the licensed agent and Likewize Device Protection, LLC administers the program. In California, the Agent is Likewize Agency, LLC d/b/a Likewize Insurance Agency, LLC. The Service Contract covers Accidental Damage from Handling and Mechanical and Electrical Failure. You may also purchase these options separately. To review the most current documents for the program, please see the links below.