Smartcare - Virgin Plus

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Protect your bundle of joy.

SmartCare protects you beyond the limited warranty for manufacturer’s defects and malfunctions. Extend your coverage by adding a SmartCare plan today, plus get additional coverage for accidental damages and lost and stolen1 units. Have peace of mind knowing you don’t have to pay the full replacement value of your device, that can be up to $3,0001.

Compare protection

MANUFACTURER'S WARRANTY SMARTCARE
Manufacturer's defects ✔ ✔
Physical damage/Power surge   ✔
Liquid Damage   ✔
Loss/Theft2   ✔
Normal wear and tear   ✔
Deductible   As low as $50
Number of replacements   2

Download the product summary

This contains information regarding the coverage provided under the SmartCare plan.

Download the product summary

This contains information regarding the coverage provided under the SmartCare plan.

Download the product summary

This contains information regarding the coverage provided under the SmartCare plan.

Download the Fact Sheet and Notice of Rescission

Download the product summary

This contains information regarding the coverage provided under the SmartCare plan.

Good to know:

  • SmartCare is an optional insurance program underwritten by Liberty Mutual, sold by Virgin Plus, and administered by Asurion. In purchasing SmartCare, you are contracting with Liberty Mutual.
  • SmartCare plans get you up to two claims per enrolled device.
  • SIM cards aren't covered.
  • The deductible per claim ranges from $50 up to $599 depending on the device and will be billed on your next Virgin Plus invoice following a claim. Find out how much your deductible will be.
  • SmartCare is an optional insurance program underwritten by Liberty Mutual, sold by Virgin Plus, and administered by Asurion. In purchasing SmartCare, you are contracting with Liberty Mutual.
  • SmartCare plans get you up to two claims per enrolled device.
  • SIM cards aren't covered.
  • The deductible per claim ranges from $50 up to $599 depending on the device and will be billed on your next Virgin Plus invoice following a claim. Find out how much your deductible will be.

Please read the full insurance policy carefully to determine your rights, duties and what is and is not covered. We will not cover loss or damage caused directly or indirectly by any of the exclusions listed in the policy.

Please read the full insurance policy carefully to determine your rights, duties and what is and is not covered. We will not cover loss or damage caused directly or indirectly by any of the exclusions listed in the policy.

Please read the Smart Care terms and conditions provided with your Virgin service agreement for full details of your coverage and obligations including fees and coverage exclusions. These are the contract terms that govern our services and your enrollment in the plan.

See full Terms and Conditions

See full Terms and Conditions

See full Terms and Conditions

How to sign-up

The best time to sign up for SmartCare is when you activate or upgrade to a new phone or tablet. Alternatively you can come back to Virgin Plus store within 30 days of signing up with us and add SmartCare. We just need to make sure your phone isn't already broken as previously damaged or defective phones aren't eligible for SmartCare.

The best time to sign up for SmartCare is when you activate or upgrade to a new phone or tablet.

The best time to sign up for SmartCare is when you activate or upgrade to a new phone or tablet. Alternatively you can come back to Virgin Plus store within 30 days of signing up with us and add SmartCare. We just need to make sure your phone isn't already broken as previously damaged or defective phones aren't eligible for SmartCare.

Heads-up! Before SmartCare covers your device, you'll need to make at least one phone call or use at least 1 KB of data for tablets or data devices. SmartCare isn't available on Prepaid Plans and doesn't cover SIM cards.

Heads-up! Before SmartCare covers your device, you'll need to make at least one phone call or use at least 1 KB of data for tablets or data devices. SmartCare isn't available on Prepaid Plans and doesn't cover SIM cards.

SmartCare only covers the Virgin Plus subscriber associated to the device and coverage cannot be transferred to a different user. In addition, if you use a SIM card with your device and you take it out to use with another device, the second device doesn't become covered by SmartCare.

Got questions about SmartCare? We can help.

  • What devices are eligible for SmartCare and what is its replacement fee?

    What devices are eligible for SmartCare and what is its deductible fee?

    A deductible (from $50-$599) will be billed to your next Virgin Plus invoice following a service request.

    A replacement fee (from $50-$599) will be billed to your next Virgin Plus invoice following a service request.

    Heads up: in Manitoba and Saskatchewan, the replacement fee is the deductible charged per claim.

  • How do I request service?

    If your device has been lost or stolen, contact us immediately to suspend service and protect unauthorized use.

    For defects that fall within manufacturer's warranty period:
    Head to your closest Virgin Plus store or contact us to get help.

    If you have a Certified Pre-loved phone please contact us to get help.

    To use your SmartCare Plan:
    Call SmartCare at 1.866.213.2143 or submit a claim online. We'll ship a replacement to you in about one-two business days, but it might be up to 10 days if you live in a rural area. A replacement fee (from $50 to $599) will be billed to your next Virgin Plus invoice. Find out how much the replacement fee is for your device.

    To use your SmartCare Plan:
    Call SmartCare at 1.866.213.2143 or submit a claim online. We'll ship a replacement to you in about one-two business days, but it might be up to 10 days if you live in a rural area. A deductible fee (from $50 to $599) will be billed to your next Virgin Plus invoice. Find out how much the replacement fee is for your device.

    When submitting a request online or calling the SmartCare Center, your request will be processed by Asurion, the administrator of the SmartCare program.

    Once your request is approved, we'll ship a replacement device directly to you, typically within 1 or 2 business days. Your replacement device will come with instructions on activating the device, backing up and transferring your personal information, and sending the damaged or defective device to us within 5 business days using the prepaid return shipping label. We won't return the damaged device to you.

    We'll try our best to send you the same make and model you've already got. We might send you a like-new phone, or tablet of the same or a comparable model. Because of this, we can't guarantee that the colour, features or accessory compatibility will be the same.

    Additional fees up to $600 will apply in the scenarios below:

    • Non‑Covered Service Fee: Applies if failure to be excluded from coverage.
    • Non‑Return Fee: Applies if Protected Device is not returned (excludes Lost or Stolen devices) within 5 business days.
    • Sync Software/Locking Fee: Applies if Protected Device is returned with content and sync software (such as Find My iPhone) and activation lock are enabled.
    • Non‑Covered Service Fee: Applies if failure to be excluded from coverage.
    • Non‑Return Fee: Applies if Protected Device is not returned (excludes Lost or Stolen devices) within 5 business days.
    • Sync Software/Locking Fee: Applies if Protected Device is returned with content and sync software (such as Find My iPhone) and activation lock are enabled.
    • Non‑Covered Service Fee: Applies if failure to be excluded from coverage.
    • Non‑Return Fee: Applies if Protected Device is not returned (excludes Lost or Stolen devices) within 5 business days.
    • Sync Software/Locking Fee: Applies if Protected Device is returned with content and sync software (such as Find My iPhone) and activation lock are enabled.
  • What happens if I don't hook up SmartCare?
    SmartCare is totally optional. You don't need to have it to hook up a phone with us. Without it, you might be responsible for the total replacement cost of your device if it's damaged, stolen, lost or is determined to be defective after the limited warranty period.*
  • What if I want to cancel my SmartCare plan?

    You can cancel SmartCare anytime without any extra charges by contacting us. If you cancel within 20 days from enrollment, you will receive a full refund of the monthly fee.

    Details of your SmartCare enrollment are available by logging in to My Account.

*New devices come with a manufacturer's limited warranty. Certified Pre-loved devices come with a Virgin Plus limited warranty and some of the manufacturer's limited warranty may remain. Learn more