Did it all online. They asked for a lot of info, I submitted everything I could find, which wasn't quite all they asked for. They wanted a copy of the Verizon bill showing the phone listed on it, copy of the CIP bill showing the payment for phone bill, also the phone serial # and some other number, some sort of proof of ownership. He had a receipt from the Apple store showing the model and serial #, and that it wasn't fixable. I also submitted the original purchase order showing the serial #. Took about a week to approve.