Who is providing the Device Protection Service?

The Device Protection Service is provided by the National Cellular Owners Association, Inc. (NCOA), in partnership with National Cellular of America, PO Box 880327, Boca Raton, FL 33488. NCOA has been protecting devices for more than twenty years.

How long is my device covered by my Device Protection Service? 
The Device Protection Service will cover the protected device for 12 months as of the date of signup. The date of signup is the date that your new phone is activated by the authorized online agent.

What is covered by Device Protection Service? 
The entire covered device, original electronic accessories and batteries provided within the phone box - not including aftermarket accessories purchased with the covered device - are covered for repair or replacement, as determined solely by NCOA. The protected device and original accessories are covered up to the replacement value or up the limit of liability for each occurrence, whichever is less. If a covered item is not available for replacement, you will be offered a model of similar value.

What is not covered by Device Protection Service?
The following are not covered by Device Protection Service:

• Your SIM card and any additional optional accessories that you buy

• The loss real or perceived of data, time, financial opportunity, or any other consequence arising from the loss of the use of the wireless device

• Normal wear and tear of the device

• Dishonest acts by member

• Non-functional damage, i.e.; marring, scratching, chipping, unless caused by theft or attempt thereat

• Liquid damage or due to loss in a body of water

• Pervasive corrosion

• Negligent loss, Unexplained disappearance or loss due to voluntary surrender to a third party

• Theft from any premises or vehicle when not reasonably secured (ex vehicle windows and doors must be closed and locked.)   

• NCOA may request a police report for all lost or stolen phones

Are there exceptional cases for which phones and accessories are not covered? 
Device Protection Service does not cover your phone and accessories when it is in transit either through postal or courier services. We suggest that you get insurance for your shipping package, in case you are transporting the phone through mail or courier service. Additionally, equipment is not covered outside the continental USA and Canada.

How is a Request for Service (RFS) made?

• We’ve streamlined this process so that, in most cases, an RFS can be made entirely online through our website. Login using your member number and cell phone number. You will be guided through the simple process of arranging for repair or replacement.  In the event of a lost or stolen cell phone, a copy of your police report must be submitted with your RFS to avoid delay.

• If you are unable to login to file your RFS, please download this Request for Service Form and send it via fax to 561.470.1399 or via email to: customer.service@joinncoa.net or print and mail to NCOA, Inc., PO Box 880327, Boca Raton, FL 33488.

How long does it take to process a filed Request for Service (RFS)? 
It takes up to 2 business days to process the RFS, and at least 5 business days for a repair RFS. No loaner or replacement equipment is provided during this period.

When can my Request for Service (RFS) be rejected? 
If NCOA deems that the RFS is fraudulent, i.e. considering the incidental explanation not reasonable, or replacement RFS’ are not filed with required documentation, or for the reasons stated under “What is not covered” and under “Exceptional cases”. The online website of NCOA, www.joinncoa.net will help to further explain the process and Association.

What if I change my phone during my coverage period? 
If you do change your covered device to a different device during the first 30-days of Device Protection Service, you will have to contact NCOA to update our records with your new device's IMEI or ESN (unique serial number of each phone).

Can I cancel my Device Protection Service membership, and can I get my money back? 
You may cancel your Device Protection Service at any time as long as you have not placed a Request for Service. To do so, you must request the cancellation in writing to NCOA, PO Box 880327, Boca Raton, FL 33488, Attn: Membership Processing. NCOA will refund a pro-rata amount of your unused coverage period.  In addition, NCOA has the right to cancel your Device Protection Service as long as the customer receives the proper notification and a pro-rata refund.

What if the service carrier does not approve me for wireless service? 
Your Device Protection Service starts with the activation of your phone. Thus, if the service provider does not approve your application for service, your phone will not be activated and your Device Protection Service will not start. You will not be billed in this circumstance.

For further information, you could visit www.joinncoa.net.