Accidental AppleCare+ Theft & Loss Claim Has Locked My iPhone

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Level 1

5 points

Accidental AppleCare+ Theft & Loss Claim Has Locked My iPhone

Hi everyone,

I urgently need help with an accidental AppleCare+ Theft and Loss claim that has resulted in my iPhone being placed into Lost Mode and effectively becoming unusable.

The device was never lost or stolen. It has remained in my physical possession the entire time. The claim was started completely by accident.

I immediately contacted Apple and AIG to have the claim cancelled. However, I was unable to cancel it through My Support because I repeatedly received a “System Error.” The matter was eventually escalated for manual review and cancellation.

I was initially told that this would take approximately 3–5 business days, but it has now been 30 days without a resolution.

This has become an extremely serious situation because I am currently travelling in India and have been left without a working phone.

The situation is now causing significant financial and practical problems:

I am stranded abroad without a working phone.
Because I was initially told the issue would be resolved within 3–5 business days, I cancelled my pre-booked flight back to London. I am now stuck in India with increasing expenses and limited funds.
My UK mobile number is on an eSIM stored on this iPhone. Because the device has been locked, I cannot transfer the eSIM to another phone.
I therefore cannot receive SMS/phone verification codes or bank OTPs.
I have limited access to my UK bank accounts and funds.
I am also unable to reliably communicate with people while travelling.

I checked My Support again today and the previous system error has disappeared. The device is showing Lost Mode, while my AppleCare+ coverage is still active and I can now see the option to “Start a new claim for a lost or stolen device.”

However, when I contacted AIG, I was told that the original claim is still showing as “Pending.”

I urgently need to know how this can be resolved and, most importantly, how the server-side Lost Mode restriction can be removed from my device, given that the phone was never lost or stolen and is currently in my possession.

Has anyone here experienced the same or a similar situation with an accidental AppleCare+ Theft & Loss claim that put their device into Lost Mode? If so, please let me know:

How long did it take for your issue to be resolved?
What exactly did you have to do to get the Lost Mode restriction removed?
Did you have to contact Apple, AIG, or both?
Was there a particular department or escalation team that eventually resolved it?

I would really appreciate hearing from anyone who has actually gone through this, especially if you can share what worked and how long it took.

This is no longer simply an inconvenience. I am abroad without access to my primary phone, mobile number, banking OTPs and normal means of communication, and the delay is now causing significant financial and practical hardship.

Posted on Sep 10, 2026 11:42 AM

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Answer 1

leroydouglas

Level 10

206,854 points

Sep 10, 2026 11:48 AM in response to t_r_0-0-0-1

t_r_0-0-0-1 wrote:

Hi everyone,

I urgently need help with an accidental AppleCare+ Theft and Loss claim that has resulted in my iPhone being placed into Lost Mode and effectively becoming unusable.

Sign in and make change

https://www.icloud.com/

click All Devices> select the device that’s in Lost Mode> Stop Lost Mode

Further—

Call Customer Support (800) MY–APPLE (800–692–7753)

or on line https://getsupport.apple.com/

or call AppleCare Support at 1-800-APLCARE (800-275-2273)

Outside the USA—Contact Apple for support and service by phone

See a list of Apple phone numbers around the world.

Contact Apple Support - Apple Support

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Answer 2

Sep 10, 2026 2:11 PM in response to t_r_0-0-0-1

t_r_0-0-0-1 wrote:

Hi everyone,

I urgently need help with an accidental AppleCare+ Theft and Loss claim that has resulted in my iPhone being placed into Lost Mode and effectively becoming unusable.

The device was never lost or stolen. It has remained in my physical possession the entire time. The claim was started completely by accident.

How do you "accidentally" start a Theft and Loss claim with your insurer?

Assuming that insurers can lock devices for which claims have been filed, I am not surprised that the insurer has locked the device.

I urgently need to know how this can be resolved and, most importantly, how the server-side Lost Mode restriction can be removed from my device, given that the phone was never lost or stolen and is currently in my possession.

You will need to continue to work with the insurance company. Apple will not remove Activation Lock from phones that are in Lost Mode, and I suspect that would go double for phones placed in Lost Mode by an insurer.

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Answer 3

Sep 10, 2026 2:27 PM in response to t_r_0-0-0-1

t_r_0-0-0-1 wrote:

The device was never lost or stolen. It has remained in my physical possession the entire time. The claim was started completely by accident.

Accidental? You would need to file a claim on their website, which is an intentional action that requires your Apple Account and Password to continue.

AppleCare Theft and Loss Coverage for iPhone - Official Apple Support

The support article for handling claims only says you "might be able to cancel your claim with the third-party insurance group handling your claim". You will have to continue to work with AIG as that is where the claim was submitted. Being that your phone has already been disabled, then that means that the claim you have filed has already been approved.

If your claim is approved, your lost or stolen device will be permanently disabled and you'll receive a replacement. You can't cancel the claim if a replacement device has shipped.

If you need help with your Theft and Loss claim - Apple Support

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