In its FAQ section, Assurance Wireless lists that it replaces phones that are reported as lost or stolen. The original phone service is suspended, a replacement phone is shipped at low or no cost, and service is reestablished on the new phone once it has arrived.
Assurance Wireless usually completes the replacement process within a few days of reporting the missing phone. The FAQ also lists that users can request a replacement if the phone exhibits an equipment malfunction within the first year of usage. The one-year warranty on Assurance Wireless phones is provided by the original equipment manufacturer, although users should contact Assurance Wireless customer support service in this case as well. As of April 2015, the Customer Service number for Assurance Wireless as listed on their website is: 1-888-321-5880.
As a government subsidized subsidiary of Virgin Mobile, Assurance user can also transfer wireless accounts to select Virgin Mobile phones from the default handset, the Jax by Kyocera. Assurance advises against this, encouraging users to use the primary handset for the best wireless service experience and lists that newer models are introduced periodically, depending on availability. More advanced smartphones, such as the Party Animal, Super Model, Blackberry, iPhone and Android Models, are incompatible with Assurance Wireless service.