It really depends.... sometimes they want the phone back and sometimes they don't. I have no idea how they decide.
When my old Galaxy Nexus was destroyed, they wanted the pieces back. Yes, it was in two pieces. I mailed it back in the prepaid envelope they provided.
My co-worker's Note two had cracks, but not as back as the OP's Note 2. It was four or five long cracks running from one corner to the other. Asurions
told her on the phone that she didn't need to send it back. She confirmed this by getting an actual letter from them stating this. Perhaps the Note 2 was
too new at the time and they had no spare parts to perform the repairs? I thought it was because the Note 2's screen couldn't be replaced/repaird, but
I later found out that it can cost as little as $95 to have it replaced professionally. (which makes me wonder if the Asurion insurance is really worth it,
considering any claim comes with a $99 deductible)
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