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Yes I had a similar experience.
I dropped my iPhone 13 Pro Max down the elevator shaft (don’t ask how I did it).
The entire phone was basically destroyed.
I took it to a local repair shop (not Apple), and they said it was cheaper to get a new one but they could give me credit for the old one.
I needed a phone so I agreed and didn’t think Bilt would cover it.
I submitted the claim to Bilt and they said they needed my last month’s phone bill showing I paid with Bilt.
I had just gotten the Bilt card, so actually, I had paid the bill with my other card.
I was pretty sad about it and they told me on the phone they couldn’t approve it, but then a month later I got a check in the mail from them for the cost of the new phone.
Maybe it was a mistake, I am not sure but in the end the Bilt Cell Phone Protection did work!