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Get Preferred Care from the Google Store

When you buy an eligible device from the Google Store or a retail partner, you can also purchase a Preferred Care plan.

Choose your location:

Preferred Care monthly plan

The Preferred Care monthly plan includes:

  • Monthly automatic renewal for up to 60 months for Pixel 6a items or newer. Monthly automatic renewal up to 36 months for older items.
  • Coverage for mechanical or electrical breakdowns incurred after Google’s warranty expires.
  • Coverage for accidental damage, such as item drops, liquid spills, and cracks.
  • Available exclusively for:
    • Pixel 9
    • Pixel 9 Pro
    • Pixel 9 Pro XL
    • Pixel 9 Pro Fold
    • Pixel Watch 3 (41 mm and 45 mm)
    • Pixel Watch 2
    • Pixel Tablet with Charging Speaker Dock
    • Pixel Tablet
    • Pixel Fold
    • Pixel 8a
    • Pixel 8
    • Pixel 8 Pro
    • Pixel 7a
    • Pixel 7 Pro
    • Pixel 7
    • Pixel 6a
    • Pixel 6 Pro
    • Pixel 6
    • Pixel 5a (5G)

Benefits vary by item. Restrictions apply. For full details of benefits, limitations, and exclusions, check your state-specific coverage documents. You may cancel at any time.

Preferred Care 2-year plan

The Preferred Care 2-year plan includes:
  • Either a one-time payment or financed monthly payments
  • Coverage for mechanical or electrical breakdowns incurred after Google’s warranty expires
  • Coverage for accidental damage, such as item drops, liquid spills, and cracks
  • Available exclusively for:
    • Fitbit Ace LTE
    • Fitbit Ace 3
    • Fitbit Sense 2
    • Fitbit Versa 4
    • Fitbit Charge 6
    • Fitbit Inspire 3
    • Fitbit Luxe
    • Fitbit Luxe gorjana Special Edition

Buy Preferred Care with your item on the Google Store

To purchase Preferred Care with a device from the Google Store:

  1. On the Google Store, select a device.
  2. Continue to the Services page.
  3. Follow the on-screen instructions to choose your new device's:
    • Color
    • Storage space
    • Carrier, if applicable
  4. In the "Protect your Pixel" box, add Preferred Care.
  5. Select the coverage and then Add to cart.
  6. Complete the checkout process.

Tip: Your coverage period begins on the date you enroll in the Preferred Care or the date when Google ships your device, whichever is later.

Buy Preferred Care after you’ve purchased a device

You bought a device from Google Store

You can add Preferred Care to your device within 30 days of purchase:

  1. Navigate to the Preferred Care management page at store.google.com/preferred_care.
  2. Locate the device order you’d like to add Preferred Care to and click Review and buy.
  3. Once Preferred Care is purchased, a new order will be generated with a separate email confirmation.

Tips:

  • When you buy Preferred Care through the Google Store, Assurant1 administers item repair or replacement.
  • Assurant is the Google Store partner that provides coverage for your item after Google’s warranty expires for mechanical or electrical breakdown claims.
  • Assurant also provides coverage for accidental damage claims upon enrollment or when Google ships your device, whichever is later.

You bought a device from a retail partner

You can add Preferred Care to your device within 30 days of purchase:

  1. Check the Preferred Care eligibility page.
  2. Purchase the coverage.
  3. Once you’ve purchased Preferred Care, a new order will be generated with a separate email confirmation.

Buy Preferred Care on the Fitbit Ace app

Important: This is for Fitbit Ace LTE only.

You can add Preferred Care directly through your app within 30 days of purchase.

  1. Go to the Settings.
    • If you’re eligible, you’ll find a banner about Preferred Care.
  2. To continue the sign up, click Learn More.

What Preferred Care covers

Accidental damage

Covers accidental damage, such as drops, liquid spills, and cracks for as long as the device is enrolled. Pricing, service fees, and claim limits can be found below.

Mechanical or electrical breakdowns

Covers your device from mechanical or electrical failure after Google’s warranty expires for as long as the device is enrolled. You can find pricing and service fees below.

Coverage, cost & service fees/deductibles*

Category

Device

 Plan per item

Accidental damage walk-in screen only repair service fee

 Mechanical or electrical breakdown & accidental damage (All other service fees)

Phones

 Pixel 9

Two-Year plan:

Not available

Monthly plan:

$8/mo USD

Duration: 60-month maximum

 $29 USD $79 USD
Pixel 9 Pro

Two-Year plan:

Not available

Monthly plan:

$12/mo USD

Duration: 60-month maximum

 $29 USD $129 USD
Pixel 9 Pro XL

Two-Year plan:

Not available

Monthly plan:

$12/mo USD

Duration: 60-month maximum

 $29 USD $129 USD
Pixel 9 Pro Fold

Two-Year plan:

Not available

Monthly plan:

$15 USD

Duration: 60-month maximum

 $29 USD $129 USD
Pixel Fold

Two-Year plan:

Not available

Monthly plan:

$15 USD

Duration: 60-month maximum

 $29 USD $129 USD
Pixel 8a

Two-Year plan:

Not available

Monthly plan:

$6 USD

Duration: 60-month maximum

 $29 USD $49 USD

Pixel 8 Pro

Two-Year plan:

Not available

Monthly plan:

$12/mo USD

Duration: 60-month maximum

$29 USD

$129 USD

Pixel 8

Two-Year plan:

Not available

Monthly plan:

$8/mo USD

Duration: 60-month maximum

$29 USD

$79 USD
Pixel 7a

Two-Year plan:

Not available

Monthly plan:

$5 USD

Duration: 60-month maximum

 $29 USD $49 USD
Pixel 7 Pro

Two-Year plan:

Not available

Monthly plan:

$9/mo USD

Duration: 60-month maximum

 $29 USD $99 USD
Pixel 7

Two-Year plan:

Not available

Monthly plan:

$7/mo USD

Duration: 60-month maximum

 $29 USD $79 USD
Tablets Pixel Tablet with Charging Speaker Dock

Monthly plan:

$5/mo USD

Duration: 60-month maximum

 N/A $49 USD
  Pixel Tablet

Monthly plan:

$5/mo USD

Duration: 60-month maximum

 N/A $49 USD

Watches

 Pixel Watch 3 (41 mm and 45 mm) 

Monthly plan:

$4/mo USD

Duration: 60-month maximum

$29 USD

$49 USD

Pixel Watch 2

Monthly plan:

$4/mo USD

Duration: 60-month maximum

N/A

$49 USD

Fitbit devices

Ace 3

Inspire 3

Two-Year plan:

$19 USD

N/A

$19 USD

Fitbit Ace LTE

Luxe

Charge 6

Versa 4

Luxe gorjana

Sense 2

Two-Year plan:

$29 USD

N/A

$29 USD

Claim limits

Important: There's no limit for mechanical breakdown claims after Google's warranty expires.

Category

Device

2-year plan

Monthly plan

Phones

Pixel 6, 6 Pro, and future devices

Up to 2 accidental damage incidents in any rolling 12-month period based on the date of the first repair or replacement

Up to 2 accidental damage incidents in any rolling 12-month period based on the date of the first repair or replacement

Pixel 5a (5G)

 2 covered accidental damage claims over 24-month period 2 covered accidental damage claims per consecutive 12-month period
Tablets Pixel Tablet Up to 2 accidental damage incidents in any rolling 12-month period based on the date of the first repair or replacement Up to 2 accidental damage incidents in any rolling 12-month period based on the date of the first repair or replacement
Watches Pixel Watch 2 and later Up to 2 accidental damage incidents in any rolling 12-month period based on the date of the first repair or replacement Up to 2 accidental damage incidents in any rolling 12-month period based on the date of the first repair or replacement

Fitbit

Ace 3

Ace LTE

Inspire 3

Luxe

Charge 6

Versa 4

Luxe gorjana

Sense 2

 Up to 2 accidental damage incidents in any rolling 12-month period based on the date of the first repair or replacement

N/A

Start a Preferred Care claim for your device

Important: Before you file a claim for a device that doesn’t work, turn it off and then on again.

Before you file a claim, check if your device is still under warranty. This can save time and effort.

To check your warranty status:

  1. Go to the Self Service Repair Portal.
  2. Enter your device's IMEI number.

If your device is still covered, you may be eligible for a repair at no charge. You can start the repair process in the Self Service Repair Portal.

If your device is out of warranty, file a claim following the instructions below.

What to know about filing a claim

  • Start your claim ASAP: Your claim must be reported within the timeframe indicated in your coverage documents.
  • If your device's screen is cracked, an IMEI number (for phones) or serial number (for all other devices) is required. Walk-ins are only available for Pixel screen-only repair. Replacement parts used for repairs will come from our authorized servicer's inventory. Replacement parts may include reconditioned, rebuilt, or new parts of similar kind and quality to the original item parts.
    • The inner screen of foldable devices isn’t eligible for cracked screen repair. If your inner screen is damaged, you can file a claim for device replacement and the Accidental Damage - Other deductible will apply.
  • If your item malfunctions, go to mydeviceprotect.com or call Assurant at 877-406-4372.
    • In the case of mechanical or electrical breakdown and if your Google warranty has expired, contact Assurant.
  • If you don’t know how long it’s been since you bought your item, check your order history on the Google Store .
  • If your claim is authorized for a replacement, your replacement must be shipped to the same country or region where you bought coverage.
File a Preferred Care claim on the web
To start a claim, visit mydeviceprotect.com. Have your device’s IMEI number (for phones) or serial number (for all other devices) ready. To find your item’s IMEI number or serial number, go to your order details page.
File a Preferred Care claim over the phone
  1. To find your item’s IMEI number or serial number, go to your order details page.
    • Tip: Phones have IMEIs. Other devices have serial numbers.
  2. Call Assurant at 877-406-4372. You must provide a credit card, debit card, or eCheck to pay the service fee/deductible, as listed in the service fee/deductible chart.
What to do with your broken item
  1. If your claim is authorized for a replacement, you get an email confirming your approved replacement. If your claim is authorized for walk-in repair, you get an email with walk-in center location information.
  2. If you get a replacement item for a mechanical/electrical breakdown or accidental damage claim:
    • Pixel phone users: Reset your broken item to factory settings, if possible. Remove the SIM card from your broken item and place it in the new one.
    • Pixelbook and Pixel Slate users: Reset your broken item to factory settings, if possible.
  3. Print the RMA packing slip attached to your confirmation email and put it in the box with your damaged item. You can reuse the box your replacement came in.
  4. Print the attached prepaid shipping label. Then, put the shipping label on the outside of the box.
  5. To find out how to ship your package, check the shipping label.
  6. If you filed a mechanical/electrical breakdown or accidental damage claim, send your damaged or defective item back within 14 days of replacement delivery.
    • If you don't return your item in the 14-day window, you will be charged the unrecovered equipment fee listed in your coverage documents.
    • To find out when your package has been received, you can track it with the return tracking number on your shipping label.

When you can get a replacement

You may be eligible for a replacement in the case of accidental damage, mechanical, or electrical breakdown.

Replacements aren't available if your claim is for accidental damage and you've reached your maximum claim limit.

Important: Preferred Care doesn't cover losses caused by or resulting from abuse, misuse, service performed by anyone not authorized by the manufacturer or Assurant, intentional or cosmetic damage, manufacturer’s recall, losses covered under the manufacturer’s warranty, and certain acts of God. Refer to your coverage documents for a complete list of exclusions.

For a complete list of exclusions, read Preferred Care from the Google Store coverage documents.

Disclaimers

*Plus tax, if applicable.

Service Contract Providers:

  • California: Sureway, Inc.
  • Florida: United Service Protection, Inc.
  • Oklahoma: Assurant Service Protection, Inc.
  • All other US states: Federal Warranty Service Corporation

For full details on obligors, benefits, limitations, and exclusions refer to Sample Coverage Documents.

Service is provided at our Assurant-authorized repair centers.

Important: Walk-in centers aren't available in every state. Check locations here.

Preferred Care monthly plan

The Preferred Care monthly plan includes:

  • Monthly automatic renewal for up to 60 months for Pixel 6a items or newer. Monthly automatic renewal up to 36 months for older items
  • Hardware failure coverage due to manufacturer's defects in material and workmanship after Google’s warranty expires
  • Product damage coverage, such as liquid resistance failure and screen failure.
  • For users outside of Quebec with the Pixel 8 or newer phones, the monthly plan also includes failure to locate coverage. Coverage applies if your device is missing and Find My Device fails to locate it.
  • Available exclusively for:
    • Pixel 9
    • Pixel 9 Pro
    • Pixel 9 Pro XL
    • Pixel 9 Pro Fold
    • Pixel Watch 3 (41 mm and 45 mm)
    • Pixel Watch 2
    • Pixel Tablet with Charging Speaker Dock
    • Pixel Tablet
    • Pixel Fold
    • Pixel 8a
    • Pixel 8
    • Pixel 8 Pro
    • Pixel 7a
    • Pixel 7 Pro
    • Pixel 7
    • Pixel 6a
    • Pixel 6 Pro
    • Pixel 6

Benefits are dependent on the item. Restrictions apply. For full details of benefits and exclusions, check your terms and conditions. You may cancel at any time.

Buy Preferred Care with your item on the Google Store

To purchase Preferred Care with a device from the Google Store:

  1. On the Google Store, select a device.
  2. Continue to the Services page.
  3. Follow the on-screen instructions to choose your new device's:
    • Color
    • Storage space
    • Carrier, if applicable
  4. In the "Protect your Pixel" box, add Preferred Care.
  5. Select the coverage and then Add to cart.
  6. Complete the checkout process.

Tip: Your coverage period begins on the date you enroll in the Preferred Care or the date when Google ships your device, whichever is later.

Buy Preferred Care after you’ve purchased an item from the Google Store

You can add Preferred Care to your device within 30 days of purchase:

  1. Navigate to the Preferred Care management page at store.google.com/preferred_care.
  2. Locate the item order you’d like to add Preferred Care to and click Review and buy.
  3. Once Preferred Care is purchased, a new order will be generated with a separate email confirmation.

Tips:

  • When you buy Preferred Care through the Google Store, Assurant1 administers item repair or replacement.
  • Assurant is the Google Store partner that provides coverage for your item after Google’s warranty expires for mechanical or electrical breakdown claims.
  • Assurant also provides coverage for accidental damage claims upon enrollment or when Google ships your device, whichever is later.

What it covers

Product damage

Preferred Care 2-year and Preferred Care monthly plans:

  • Covers product damage or hardware failures due to:
    • Liquid resistance failure
    • Screen failure

Pricing, service fees, and claim limits can be found here.

To start a claim, go to Start a Preferred Care claim for your device.

Hardware failure

Covers your item from hardware failure due to manufacturer's defects in material and workmanship after Google's warranty expires.

To start a claim, go to Start a Preferred Care claim for your device.

Failure to locate

Protect your phone by activating Find My Device when you receive your new device. If your covered device is missing and Find My Device fails to locate your device, Preferred Care will cover your device replacement.

To start a claim, follow these steps.

Coverage, pricing & service fees

Preferred Care 2-year plan and Preferred Care Monthly Coverage is subject to the service fees below:

Category

Item

Plan per item (plus applicable taxes)

Product damage walk-in screen failure repair service fee (plus applicable taxes)

 Hardware failure & all other product damage repair or replacement service fee (plus applicable taxes) Replacement for failure to locate service fee (plus tax, if applicable)

Phones
Pixel 9

Monthly plan:

$10/mo CAD

Duration: 60-month maximum

 $39 CAD $99 CAD $119 CAD
Pixel 9 Pro

Monthly plan:

$15/mo CAD

Duration: 60-month maximum

 $39 CAD $159 CAD $229 CAD
Pixel 9 Pro XL

Monthly plan:

$15/mo CAD

Duration: 60-month maximum

 $39 CAD $159 CAD $229 CAD
Pixel 9 Pro Fold

Monthly plan:

$18/mo CAD

Duration: 60-month maximum

 $29 CAD $159 CAD $229 CAD
Pixel Fold

Monthly plan:

$18/mo CAD

Duration: 60-month maximum

 $29 CAD $159 CAD N/A
Pixel 8a

Monthly plan:

$7/mo CAD

Duration: 60-month maximum

 $39 CAD $59 CAD $59 CAD
Pixel 8 Pro

Monthly plan:

$15/mo CAD

Duration: 60-month maximum

 $39 CAD $159 CAD $229 CAD
Pixel 8

Monthly plan:

$10/mo CAD

Duration: 60 month maximum

 $39 CAD $99 CAD $119 CAD
Tablets Pixel Tablet with Charging Speaker Dock

Monthly plan:

$6/mo CAD

Duration: 60-month maximum

 $39 CAD $129 CAD N/A
  Pixel Tablet

Monthly plan:

$6/mo CAD

Duration: 60-month maximum

 N/A $59 CAD N/A
Watches Pixel Watch 3 (41 mm and 45 mm)

Monthly plan:

$5/mo CAD

Duration: 60-month maximum

 $39 CAD $59 CAD $59 CAD
Pixel Watch 2

Monthly plan:

$5/mo CAD

Duration: 60-month maximum

 N/A $59 CAD $89 CAD

Claim limits

Important: There's no limit for hardware failure claims after Google’s warranty expires.

Category

Device

2-year plan

Monthly Coverage

Phones

Pixel 6 / 6 Pro and future devices

 Up to 2 product damage incidents and 1 failure to locate (when available) incident per rolling 12-month period based on the date of the first repair or replacement

Up to 2 product damage incidents and 1 failure to locate (when available) incident per rolling 12-month period based on the date of the first repair or replacement

Pixel 5 and prior devices

 Two product damage incidents over a 24-month period

N/A
Tablets Pixel Tablet Two product damage incidents per rolling 12-month period based on the date of the first repair or replacement Two product damage incidents per rolling 12-month period based on the date of the first repair or replacement
Watches Pixel Watch 2 and later Up to 2 product damage incidents and 1 failure to locate (when available) incident per rolling 12-month period based on the date of the first repair or replacement Up to 2 product damage incidents and 1 failure to locate (when available) incident per rolling 12-month period based on the date of the first repair or replacement

Laptops

All available

 Two product damage incidents over 24-month period

N/A

Start a Preferred Care claim for your device

Important: Before you file a claim for a device that doesn’t work, turn it off and then on again.

Before you file a claim, check if your device is still under warranty. This can save time and effort.

To check your warranty status:

  1. Go to the Self Service Repair Portal.
  2. Enter your device's IMEI number.

If your device is still covered, you may be eligible for a repair at no charge.

What to know about filing a claim

  • Start your claim ASAP. Your claim must be reported within 90 days of the incident.
    Walk-in repairs require an IMEI and are available at participating walk-in repair centers. Walk-ins are available for Pixel screen repairs only.
  • If your device malfunctions, visit mydeviceprotect.com or call Assurant at 877-406-4372.
  • If you don’t know how long it’s been since you bought your device, check your order history on the Google Store.
  • If your claim is authorized for a replacement, your replacement can only be shipped to the same country where you bought coverage. Your replacement may be a new, refurbished, or recertified device of like kind and quality. For complete details, read the Preferred Care Sample Terms and Conditions.
File a Preferred Care claim on the web
To start a claim, visit mydeviceprotect.com. Have your device’s IMEI number (for phones) or serial number (for all other devices) ready.
File a Preferred Care claim over the phone
  1. To find your device’s IMEI number (for phones) or serial number (for all other devices), go to your order details page.
  2. Call Assurant at 877-406-4372. You must provide a credit card to pay the service fee as listed in the service fees chart.
What to do with your broken item
  1. If your claim is authorized for a replacement, you get an email that confirms your approved replacement.
    • If your claim is authorized for walk-in repair, you get an email with walk-in center location info.
  2. If you filed a hardware failure or product damage claim and get a replacement item:
  3. Print the Return Merchandise Authorization packing slip attached to your confirmation email.
    • Put it in the box with your damaged item. You can reuse the box your replacement came in.
  4. Print the attached prepaid shipping label. Then, put the shipping label on the outside of the box.
  5. To find out how to ship your package, check the shipping label.
  6. If your claim was for hardware failure or product damage, send your damaged item back within 14 days after you get your replacement.
    • If you don't return your item in the 14-day window, you will be charged the unrecovered equipment fee listed in your coverage documents.
    • To find out when your package has been received, you can track it with the return tracking number on your shipping label.

When you get a replacement

You may be eligible for a replacement in the product damage, hardware failure, and failure to locate situations described above.

Replacements aren't available if:

Important: Preferred Care doesn't cover losses caused by or resulting from abuse, misuse, service performed by anyone not authorized by the manufacturer or Assurant, intentional or cosmetic damage, manufacturer’s recall, losses covered under the manufacturer’s warranty, and certain acts of God. Refer to your coverage documents for a complete list of exclusions.

For a complete list of exclusions, read the Preferred Care Sample Terms and Conditions.

Disclaimers

1The service contract in Canada is administered by Federal Warranty Service Corporation. Federal Warranty Service Corporation operates under the name of Assurant. Assurant is a registered trademark of Assurant, Inc. Your service contract with Assurant and related service communications will be delivered via email. To view your documents, you must provide us with a valid email address. You will also need a device with Internet access, print and/or storage capability. If you do not receive your service contract within 2 business days, or would like to request a paper copy, please contact Assurant at 877-406-4372.

  • Claim limits apply. Refer to your coverage documents for details.
  • Cracked screen-only repair applies when service is available and provided through our participating walk-in centers.

Important: Walk-in centers aren't available in every province or territory in Canada.

Preferred Care 2-year plan

The Preferred Care 2-year plan includes:

The 2-year plan is exclusively available for:

  • Pixel 9 Pro XL
  • Pixel 9 Pro
  • Pixel 9
  • Pixel 9 Pro Fold
  • Pixel Watch 3 (41 mm and 45 mm)
  • Pixel 8 Pro
  • Pixel 8
  • Pixel 8a
  • Google Pixel Fold
  • Pixel 7a
  • Pixel Watch 2
  • Pixel Tablet

Tips:

  • In Japan, Preferred Care is offered in partnership with Asurion Japan K.K., a trusted provider of mobile protection and technical support.
  • Asurion Japan Co., Ltd. provides mobile protection and after-sales support, in partnership with leading mobile carriers. It supports more than 65 million customers in Japan.
  • For more information on Asurion Japan K.K., you can go to their website.

Buy Preferred Care with your item on the Google Store

To purchase Preferred Care with an item from the Google Store:

  1. On the Google Store, select a device.
  2. Continue to the Services page.
  3. Follow the on-screen instructions to choose your new device's:
    • Color
    • Storage space
    • Carrier, if applicable
  4. In the "Protect your Pixel" box, add Preferred Care. To add the Preferred Care, you can select:
    • Monthly coverage
    • Two years coverage
  5. Select Add to cart.
  6. Complete the checkout process.

Tip: Your coverage period begins on the date you enroll in the Preferred Care or the date when Google ships your device, whichever is later.

Buy Preferred Care after you’ve purchased an item

You can add Preferred Care to your item within 30 days of eligible device purchase:

  1. Go to the Preferred Care management page.
  2. Find the order and item you want to add Preferred Care to.
  3. Select Review and buy.
  4. Once Preferred Care is purchased, a new order is generated with a separate email confirmation.

What Preferred Care covers

Accidental damage

Covers accidental damage, like drops, liquid spills, and cracks for as long as the item is enrolled. You can find pricing, deductibles, and claim limits below.

Mechanical or electrical breakdowns

Covers your item from mechanical or electrical failure after our standard one-year warranty expires for as long as the item is enrolled. You can find pricing and deductibles below.

For details on what's covered under Preferred Care, review the Preferred Care Terms and Conditions.

Coverage, cost & deductibles

Category

Device

Plan per item

Mechanical or electrical breakdown & accidental damage deductible

Phones

Pixel 9 Pro XL

2-year plan:

¥29,000 JPY

¥11,550 JPY

Pixel 9 Pro

2-year plan:

¥29,000 JPY

¥11,550 JPY

Pixel 9

2-year plan:

¥17,000 JPY

¥9,900 JPY

Pixel 9 Pro Fold

2-year plan:

¥33,000 JPY

¥14,190 JPY

Pixel 8 Pro

2-year plan:

¥28,000 JPY

¥11,550 JPY

Pixel 8

2-year plan:

¥17,000 JPY

¥9,900 JPY

Pixel Fold

2-year plan:

¥33,000 JPY

¥14,190 JPY

Pixel 8a

2-year plan:

¥11,000 JPY

¥7,700 JPY

Pixel 7a

2-year plan:

¥11,000 JPY

¥7,700 JPY

Watches

 Pixel Watch 3 (41 mm and 45 mm)

2-year plan:

¥11,000 JPY

¥7,700 JPY

Pixel Watch 2

2-year plan:

¥11,000 JPY

¥7,700 JPY

Tablets

Pixel Tablet

2-year plan:

¥12,000 JPY

¥7,700 JPY

Claim limits

Important: There's no limit for mechanical breakdown claims after Google's warranty expires.

Category

Device

2-year plan

Phones

Pixel 7a and newer devices

Up to 2 accidental damage incidents in any rolling 12-month period based on the date of the first replacement

Tablets

Pixel Tablet

Up to 2 accidental damage incidents in any rolling 12-month period based on the date of the first replacement

Watches

Pixel Watch 2 and later

Up to 2 accidental damage incidents in any rolling 12-month period based on the date of the first replacement

Start a Preferred Care claim for your item

Important: Before you file a claim for an item that doesn’t work, turn it off and then on again first.

Before you file a claim, check if your device is still under warranty. This can save time and effort.

To check your warranty status:

  1. Go to the Self Service Repair Portal.
  2. Enter your device's IMEI number.

If your device is still covered, you may be eligible for a replacement at no charge.

Know about your claim

  • Start your claim ASAP: You need to report your claim within the time frame indicated in your coverage documents.
  • If your item is damaged or malfunctions after the 1-year warranty period, start your claim and call Asurion at 0120-270-224 or go to the Preferred Care management page.
    • In cases of mechanical or electrical breakdown, check whether your item is covered under the in-warranty policy at Google Store’s repair flow.
  • If you don’t know how long it’s been since you bought your item, check your Google Store order history.
  • If your claim is authorized for a replacement, your replacement is shipped to the same country or region where you bought coverage.
File a Preferred Care claim on the web
To start a claim, go to the Preferred Care management page:
  1. Select the item under your Preferred Care plans.
  2. To guide you through the claim process, you'll get redirected to the claim filing site managed by Asurion.
File a Preferred Care claim over the phone
  • Call Asurion at 0120-270-224 weekdays between 10:00 and 18:00 JST.
  • To properly verify your plan coverage, you need to provide the email address you used to purchase the Preferred Care plan for Asurion.
  • You need to provide a credit card or debit card to pay the service fee and deductible, as listed in the deductibles chart.
  • If you are asked to verify your identity online, upload a photo of your government-issued ID card. Acceptable ID types include:
  • Driver’s license
  • Passport
  • Residence card
What to do with your broken item
  • If your claim is authorized for a replacement, you'll receive a confirmation email of your approved replacement. After your replacement is approved, your replacement item will be shipped within one business day.
  • Once you receive a replacement item for a mechanical or electrical breakdown or accidental damage claim:
    • Pixel phone: Reset your broken item to factory settings, if possible. After that, remove and keep the SIM card from your broken device.
    • Pixel Tablet: Reset your broken item to factory settings, if possible.
  • Your confirmation email will contain your RMA return slip and a prepaid QR code shipping label.
    • Print your RMA return slip and pack it along with your damaged item into a suitable box.
      Tip: You can reuse the box that your replacement came in.
    • Print your prepaid QR code shipping label.
  • To ship your package, take the prepaid QR code shipping label and your prepared package to any of the these convenience stores or shops that handle Yamato Transport deliveries to print out the shipping label:
    • Family Mart
    • PUDO station
    • Yamato Service Center (Nekopitto)
  • If you filed a mechanical or electrical breakdown or accidental damage claim, send your damaged or defective item back within 14 days of replacement delivery.
    • If you don't return your item within the 14-day window, you’ll get charged with the unrecovered equipment fee listed in your coverage documents.
    • To find out if your package was received, you can track it with the return tracking number on your shipping label.

Know when you can get a replacement

If your claim is approved, Google sends you a replacement item to replace your damaged or lost item under the Preferred Care plan. Your replacement device is an item or refurbished model that's functionally equivalent to your original item.

Replacements aren't available if your claim is for accidental damage and you've reached your maximum claim limit.

Important: Preferred Care doesn't cover losses caused by or resulting from damage caused by misuse, abuse, intentional acts (including vandalism) related to the handling and use of Applicable Devices, exposure to environmental or weather conditions (including rust or corrosion), acts of God, or other external causes (other than those described in Covered Accident), and services performed by a person not authorized by the Manufacturer or the Company. For a complete list of exclusions, refer to the coverage documents for Google Store Preferred Care.

Cancellation & refund policy

To learn more about how to cancel your Preferred Care plan and how you will be refunded, review the detailed cancellation and refund policy.

Preferred Care 2-year plan

You can protect your Google device with a Preferred Care or Preferred Care with Loss and Theft plan. Both plans are available on a fixed 2-year term and include:
  • Coverage for accidental damage, like item drops, liquid spills, screen cracks, and other accidental damage from handling.
  • If you have purchased Preferred Care with Loss and Theft your eligible device will be covered if it is lost or stolen.
  • Available exclusively for:
    • Pixel 9
    • Pixel 9 Pro
    • Pixel 9 Pro XL
    • Pixel 9 Pro Fold
    • Pixel Watch 3 (41 mm and 45 mm)
    • Pixel 8 Pro
    • Pixel 8
    • Pixel Fold
    • Pixel 8a
    • Pixel 7a
    • Pixel Watch 2
    • Pixel Tablet
    • Pixel Tablet with Charging Speaker Dock

Tip: In the UK, Preferred Care is offered in partnership with Asurion Europe Limited. Asurion specializes in mobile device protection and warranty plans and is a UK-based company authorized by the Financial Conduct Authority (FCA). Products of Preferred Care are insurance policies issued by WDP Insurance Limited.

Buy Preferred Care with your item on the Google Store

To purchase Preferred Care with an item from the Google Store:

  1. On the Google Store, select a device.
  2. Continue to the Services page.
  3. Follow the on-screen instructions to choose your new device's:
    • Color
    • Storage space
    • Carrier, if applicable.
  4. In the "Protect your Pixel" box, add Preferred Care. To add the Preferred Care, you can select:
    • Monthly coverage
    • Two years coverage
  5. Select Add to cart.
  6. Complete the checkout process.

Tip: Your coverage period begins on the date you enroll in the Preferred Care or the date when Google ships your device, whichever is later.

Buy Preferred Care after you’ve purchased an item

You bought an item from Google Store

You can add Preferred Care to your item within 30 days of eligible device activation:

  1. Go to the Preferred Care management page.
  2. FInd the order and item you want to add Preferred Care to.
  3. Select Review and buy.
  4. Once Preferred Care is purchased, a new order is generated with a separate email confirmation.

Tips:

  • When you buy Preferred Care through the Google Store, Assurant1 administers item repair or replacement.
  • Assurant is the Google Store partner that provides coverage for your item after Google’s warranty expires for mechanical or electrical breakdown claims.
  • Assurant also provides coverage for accidental damage claims upon enrollment or when Google ships your device, whichever is later.

What Preferred Care covers

Accidental & other damages

Covers accidental damage, like drops, liquid spills,screen and other cracks for as long as the item is enrolled. Also includes pet damage and malicious damage. You can find pricing, excess fees, and claim limits below.

Loss & theft

If you have purchased Preferred Care with Loss and Theft, your eligible item is covered if it is lost or stolen.

For details on what is covered under Preferred Care, review Terms and Conditions.

Coverage, cost & excess fees*

Category

Device

Plan per item

Excess Fees for accidental damage claims:

Excess Fees for loss and theft claims:

Phones

Pixel 9

2-year plan:

£109 GBP

 

With Loss Theft:

£149 GBP

£59 GBP

£79 GBP

Pixel 9 Pro

2-year plan:

£179 GBP

 

With Loss Theft:

£219 GBP

£79 GBP

£109 GBP

Pixel 9 Pro XL

2-year plan:

£179 GBP

 

With Loss Theft:

£219 GBP

£79 GBP

£109 GBP

Pixel 9 Pro Fold

2-year plan:

£269 GBP

 

With Loss Theft:

£309 GBP

£99 GBP

£159 GBP

Pixel 7a

2-year plan:

£79 GBP

 

With Loss Theft:

£119 GBP

£39 GBP

£59 GBP

Pixel 8a

2-year plan:

£79 GBP

 

With Loss Theft:

£119

£39 GBP

£59 GBP

Pixel 8

2-year plan:

£109 GBP

 

With Loss Theft:

£149 GBP

£59 GBP

£79 GBP

Pixel 8 Pro

2-year plan:

£179 GBP

 

With Loss Theft:

£219 GBP

£79 GBP

£109 GBP

Pixel Fold

2-year plan:

£269 GBP

 

With Loss Theft:

£309 GBP

£99 GBP

£159 GBP

Tablets

Pixel Tablet with or without Charging Speaker Dock

2-year plan:

£99 GBP

 

With Loss Theft:

£139 GBP

 

£39 GBP

£59 GBP

Watches

Pixel Watch 3 (41 mm and 45 mm)

2-year plan:

£79 GBP

 

With Loss Theft:

£119 GBP

£39 GBP

£59 GBP

Pixel Watch 2

2-year plan:

£79 GBP

 

With Loss Theft:

£119 GBP

£39 GBP

£59 GBP

Claim limits

Category

Device

Accidental damage claim limits:

Accidental damage and Loss and Theft claim limits:

Phones

Pixel 7a, 8a, 8, 8 Pro, Pixel Fold and future eligible devices

Up to 3 accidental damage incidents in any rolling 12-month period based on the date of the first replacement

Up to 3 total accidental damage or Loss and Theft incidents in any rolling 12-month period based on the date of the first replacement

Tablets

Pixel Tablet with Charging Speaker Dock

Pixel Tablet

Up to 3 accidental damage incidents in any rolling 12-month period based on the date of the first replacement

Up to 3 total accidental damage or Loss and Theft incidents in any rolling 12-month period based on the date of the first replacement

Watches

Pixel Watch 2 and later

Up to 3 accidental damage incidents in any rolling 12-month period based on the date of the first replacement

Up to 3 total accidental damage or Loss and Theft incidents in any rolling 12-month period based on the date of the first replacement

Start a Preferred Care claim for your item

Important: Before you file a claim for an item that doesn’t work, turn it off and then on again first.

Before you file a claim, check if your device is still under warranty. This can save time and effort.

To check your warranty status:

  1. Go to the Self Service Repair Portal.
  2. Enter your device's IMEI number.

If your device is still covered, you may be eligible for a replacement at no charge.

Know about your claim

  • Start your claim ASAP: You need to report your claim within the timeframe indicated in your coverage documents.
  • If your item is damaged, lost or stolen, start your claim and call Asurion on 0330 808 4291 or go to the Preferred Care management page.
    • In cases of mechanical or electrical breakdown, check whether your item is covered under the in-warranty policy at Google Store’s repair flow.
  • If you don’t know how long it’s been since you bought your item, check your Google Store’s order history.
  • If your claim is authorised for a replacement, your replacement is shipped to the same country or region where you bought coverage.
    • Your replacement may be a new or refurbished item of like kind and quality. For complete details, read Terms and Conditions.
File a Preferred Care claim on the web

To start a claim, go to the Preferred Care management page:

  1. Select the item under your Preferred Care plans.
  2. To guide you through the claim process, you’ll get redirected to the claim filing site managed by Asurion.
File a Preferred Care claim over the phone

Call Asurion at 0330 808 4291. You need to provide a credit card, debit card, or Google pay to pay the excess fee as listed in the excess fee chart.

Tip:

  • To properly verify your plan coverage, you need to provide your email address you used to purchase the Preferred Care plan for Asurion.
  • If you are asked to verify your identity online, upload a photo of your government-issued ID card. Acceptable ID types include:
  • Driver’s license
  • Passport
  • Residence card
What to do with your broken item

If your claim is authorized for a replacement, you’ll get a confirmation email of your approved replacement.

  1. If you get a replacement item for an accidental damage or loss and stolen claim:
  • Pixel Phone: Reset your broken item to factory settings, if possible. After that, remove the SIM card from your broken item and place it in the new one.
  • Pixel Tablet: Reset your broken item to factory settings, if possible.
  1. Print the RMA packing slip attached to your confirmation email.
  2. Put the RMA packing slip in the box with your damaged item.
  • You can reuse the box your replacement came in.
  1. Print the attached prepaid shipping label.
  2. Put the shipping label on the outside of the box.
  3. To find out how to ship your package, check the shipping label.
  4. Send your damaged or defective item back within 14 days of replacement delivery.
  • If you don't return your item within the 14-day window, you get charged with the unrecovered equipment fee listed in your coverage documents.
  • To find out if your package was received, you can track it with the return tracking number on your shipping label.

Know when you can get a replacement

If your claim is approved, Google sends you a replacement item to replace your damaged or lost item under the Preferred Care plan. Your replacement item is a new or refurbished model that’s functionally equivalent to your original item.

If your specific model or color is unavailable, Google may offer you a replacement with similar features in a different color or with a different storage capacity. Under the plan, it’s not possible to upgrade to a higher storage capacity or to choose a different color.

Important: Preferred Care doesn't cover losses caused by or resulting from abuse, misuse, service performed by anyone not authorised by the manufacturer or Asurion, intentional or cosmetic damage, manufacturer’s recall, losses covered under the manufacturer’s warranty, and certain acts of God. Refer to your coverage documents for a complete list of exclusions.

For a complete list of exclusions, read Terms and Conditions.

Cancellation & refund policy

To learn more about how to cancel your Preferred Care plan and how you will be refunded, review the detailed cancellation and refund policy.

Disclaimers

[1] Preferred Care benefits are separate from consumer’s right to a no charge repair or replacement, by the seller, of goods that do not conform with the contract of sale.

[2] 0330 808 4291 is open 8am-9pm Monday to Friday, 8am-8pm on Saturday and 9am-6pm on Sunday. We are also open on Bank Holidays (excluding Christmas Day and Easter Sunday). Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02. Calls from landlines and mobiles are included in inclusive or at no charge calls packages. If you’re calling from abroad please dial +44 330 808 4291 replacing + with the international dialing prefix relevant to your location (check with your operator for details of international rates).

The Preferred Care 2-year plan is currently only available for devices purchased in the US, Canada, UK and Japan.

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