Asurion Insurance Services, Inc.

Asurion was the worst phone insurance company I have ever usedThe process was complicated, I filed a claim and it was processed, in the process of the claim getting processed (which I had to do three different time) I used a extra phone my mother hadAfter my new phone came months later they withdrew money from my account, I called and spoke with them as to why they were charging me and it because they wanted me to send in the phone I borrowed from my mother to them, I explained it was her phone and was not the one from the claim the one from the claim was lostSo they asked the manager who said I would get my money back in 10-days after a month I called again and they told me the higher up canceled the transaction and that since it was my mother's phone account I would not be able to speak with the manager I asked multiple time to speak with her supervisor and I was denied every timeThey never called me or my mother to make us aware that they had cancelled the refund

I've had Asurion for about years now Luckily I have never had to make a claim until recently I dropped my six week old iPhone in the toilet I let it dry for a few days before making my claim Their website claims that 96% of the time new phones are delivered in one day I dropped my phone on a Monday and made the claim on Thursday When I submitted it I was given a notification that the iPhone was on back order which was surprising because the iPhone 6s was about to come out, and I read a few reviews here from a couple months prior that said that they had gotten a new iPhone the next day By the next Monday when it was still on backorder I was getting very anxious When I filed my claim I told them that my phone wasn't working and that I wouldn't activate a new phone until I got in the new one I live alone and I do not have a landline I gave them my email and my work phone number to contact me as they were supposed to give me updates every hours Five days later and had not gotten one update I did an online chat with a representative who told me that they were leaving me voice messages about the update on my cell phone which I clearly explained in the claim that I had no access to This person was of little help so I went on their Facebook page and messaged s representative explaining my situation and that if there were an emergency there be no way for me to call I was told to a representative would email me and in an hour I get an email from a representative (Lesley) telling me that if I went and bought a phone out right and emailed her the receipt that they would reimburse me the full amount as a one time courtesy I was very nervous about doing this after reading all the negative reviews on this website Keep in mind that I had gone through the typical procedure with Asurion there would've been a $deductible I took my chances and went to Apple and purchased a new iPhone for $ I emailed her the receipt the next day and received a call two hours later confirming the address to send me the envelope to ship back my broken phone I was originally told that the check would take to days of processing after they had received my broken phone I received a check for $the same day that I mailed the broken phone Do I think this insurance is worth the money in the long run if you're careful with your phone most of the time like me? No However their customer service went above and beyond anything that I was expectingI felt that I had to give one honest positive review due to all the help they gave me that was generous Keep in mind that people are much more likely to leave a negative review or no review at all so if you're sitting here reading all the reviews and biting your nails while you wait to hear about your claim like I was relax

THE WORST COMPANY!!!!!!!!!!!!!!!!!!!!!!
I CALLED TIMES (PUT ME ON HOLD THEN DISCONNECTED THE CALL)TO REPORT A DAMAGED PHONE AND THE CUSTOMER SERVICE TOLD ME YOU DONT HAVE INSURANCEI HAD TO GO TO VERIZON STORE TO SHOW THEM RECEIP AFTER THEY COULD JUST EMAILED THEM THE PROOF OFMY INSURANCE !
STILL AFTER DAYS DID NOT PROCESS THE CLAIM YET !

I have had a phone with *** for over years (*** to an *** 6) and have paid $every month since having the phoneI have never made an insurance claim and today I had to make a claim when my phone fell out of my pocket in a parking lotHaving worked for a phone company for years and also having seen my husband seamlessly go through the process months earlier for a similar issue, I had no qualms about calling to pay for the refurbished replacementI was WRONGI called Asurion and was instructed to file the claim onlineFrom there they requested a signed affidavit and copy of IDI immediately provided this information only to be informed that it would take BUSINESS hours to review and they would contact me with the next steps if I am approved to proceed with my claimI called to ask when and why this process was changed and was informed that it was a recent change and there is nothing that can speed it up or change it, if I had a problem with it I should contact *** and then the representative disconnected the call without even telling me she wouldThis happened on a Thursday evening before a holiday weekend.no phone for at least a week Having been a loyal customer and paid over $into a system that I have never made a claim with; I am now without a phone and they are without a care about itEspecially having witnessed others go through the process "recently" and not have to provide anything but an address to send their new device

A few months ago I had a crack in my phone screen and I had the problem taken care of through AsurionThe first transaction was seamlessly painless and easy to doI filled out the small bits of required information, and paid with my debit card
Fast-forward a few months and the screen cracks again This time, they insisted that I had to fill out additional forms, and even go so far as to have to print out information and photocopy my IDI do not have access to these kinds of devices in my house, and honestly, after paying my monthly insurance fee + my deductible, I think this "added" level of security is over the topI would have to spend the money on gas to go to a place that could do this, not to mention the waste of time taken from my day from an experience that is supposed to be "fast and easy"
Customer support was very blunt and not helpful at all, and when I asked for a supervisor, I was shunted to a line that did not connect me to a person at all, simply a business robot
Also, email support is non-existent, don't even try that
Bottom line: The company is not worth it You pay dollars a month for protection, and then when the time comes for the company to follow up on its end of the deal, they force you to jump through hoops to get the claim in the first place, and then they require you to pay an exorbitant fee (160$) for a replacement that only costs
Also, customer service sucks

This is the worst business I have ever had the misfortune of dealing withTheir incompetence rivals that of a toddlerI had a broken phone and they were shipping me a new one (after an absurd $deductible) then they shipped it to the wrong person and the wrong address with no way to pick it up or have it reroutedWhen asked how this happened and what they were going to do about it they said they will resend a phone at that was allAfter complaining about how wrong it was and trying to reason with them about a refund they gave an insulting offer of a $GIFT CARDI would not recommend this company to anyone and frankly I would be embarrassed if that is how I ran my business

My experience with Asurion Insurance has been nothing but the BEST experience and I have no regrets!!
I tend to have the worst luck when it comes to cellphonesTo give you a few examples
I've dropped my phone in the middle of a crowd at a music festival where it got kicked around
a bottle of hand sanitizer in my backpack became loose and got all over my phone
dropped my phone into a lake while hiking
---after this instance, I added asurion insurance to my plan--and I am GLAD I did
then I accidentally cleaned my phone in the laundry washer
and the most recent: I felt someone pickpocket my phone right out of my pocket as I was maneuvering through a concert crowd
For me, it was worth it to get the insurancethe two times (in two months) that I utilized this service...it was an easy, painless, fast, & a convenient experience Filling out the claim online was self explanatory , straight to the point and EASY as pieI received the email that they reviewed & accepted my claim about 2-hrs later (i think it varies because the first time I used it, the claim never had to go through a "review" stage)..Paid my deductible ($200)....and got my phone the next day! This most recent claim where my Samsung sedge was stolen..asurion was out of stock with that same exact phone.....so ....they offered me the new upgraded samsung sedge!! Awesome!
Both times I had to use this service, I had no problems with the customer service, payment issues, shipping issues, claim issues, or broken devices For me, and my record of bad luck with smartphones ...it is totally worth it because I know how it is to NOT have insurance and your phone breaks...its MUCH MORE STRESSFUL and expensive
Id definitely recommend getting asurion insurance if you fall into my category! nothing but positive reviews here :)

I just got my replacement phone in the mail yesterday, had a *** employee open it, test it and put a screen protector on itNow today the camera doesn't work, it is malfunctionedSure the company will be glad to send me a replacement under the warranty but they won't replace my $screen protector like my other warranty had covered beforeNot only that, there is a limit on how many warranty claims I can do before they charge me full retail price for these REFURBISHED phones! and they have no structure for how they judge thatWhat if I get another broken/malfunctioned phone?! To me that just sounds fishyCustomer service said "sorry" but their insincerity didn't helpVery disappointed in this and will definitely not recommend this company

I was placed on hold for about minutes while calling to cancel an insurance claim on an *** phoneWhen the customer service representative picked up, she informed me that their system was having issues and I would have to call back in "about' 30-minutesWhen I expressed my concerns that I had already been on hold for minutes and asked if she could call me back when the system was up, she hung up on me

The worstNot worth the incompetent serviceTwice I have had two issues with laptop and it has taken them 4-follow up calls to send the box for me to send in my laptopThey say sorry and resubmit the problem, but there has to be a communication break down or employees who just don't care about doing their job!!! months later I'm still waiting for my boxDon't buy their Insurance

This program is a shamtypical Insurance company trying to take everything they can! refusal to allow you to communicate with a supervisor stating that emails are internal use only Very poorly ran guest servicesI have a Hospitality degree and know guest service very well This company has no regard for their clients!

People are prone to not say anything when they have a positive experience with a company, but are so quick to say something about a company when they do have a negative experience so it does not surprise me that they have so many negative reviewsI would like to say that my experience was hassle freeI did have to complete an affidavit and pay a deductible of 200, which was not favorable, but I did receive my new device the very next day as promisedI have never had a problem with making a claim through AsurionPlus I ended up with a better phone since the Galaxy sEdge with GBs was not available when I made my claim, they sent me the one with GBs so it all was a win win situation for meNice doing business with you all!

1.Poor customer service-unprofessional, rude, and incompetent representatives
Extremely long wait times, unacceptable standard of service with delay times
AT & T should be held accountable for contracting Asurion as third party provider
Overall, horrible experience!

I have insurance on my phoneI haven't used it one time in the two years I've been with themMy phone was damaged by water on accidentI was told to make the claim on onlineIn that process (fairly easy except the website was very slow) I was asked if I needed just a new phone or the SIM card as wellI needed both and selected both
This is for my businessToday I received the phone - no SIM cardI called the lady and she said woopsIt will take 3-business days to get you one outAT&T is sending me one next dayAsurion would NOT provide a service credit and basically said I was sol
I'll be canceling

This company does not provide it's customers with the services describedI have been lied to numerous times and not received the products I was promisedHow does this company have an A+ ratingA legal case should be brought in order to make right what this company has done wrong

I damaged my device to the point where it was inoperableIt was dropped by accident, so the screen was cracked as wellI submitted a claim with Asurion and had another device the nextService was fast, and the process to submit a claim was easy

I dealt with an insurance claim for hours on the phone after submitting papers and even calling Asurion with a Verizon representativeThey were too incompetent to figure out how to get my claim through or to communicate with me how to do itOnline, I wasn't sent conformation emails, and I couldn't submit a new claim or upload new documents to support my claimThe whole business is a scamAs soon as this is sorted, my insurance is most likely getting cancelledIt's cheaper overall to just buy a new phone anyway, and you don't have to deal with Asurion

The insurance company Asurion is scamming it's customersCustomers pay between $and $dollars a month for protection if their cell phone is damaged or stolen and when the customer goes to make a claim, the company charges a very large deductible and sends the customer a refurbished phoneIn addition, there is a $dollar charge if the old, damaged phone is not sent to themI believe they are taking people's old, defective phones and spiffing them up and then putting them back out the the publicPeople are receiving defective, damaged phones after paying the deductible on top of their monthly feesThey are being deceptive and cheating their customers and hiding behind the fine print in their policies

I filed a claim with Asurion for damage to my Samsung Galaxy Note During the process I was prompted to pick an alternative device as they do not carry the Note The only available option was the Samsung Galaxy SAlthough it is a completely different type of device (standard size cell phone instead of a large format phone or "phablet") the value of the two phones is similarWhen the replacement phone arrived it was not the S64GB but the S32BG along with a 32GB sd cardWhile that may seem like a fair replacement, the value is not similar at allThe price difference in the 64GB and the 32GB version of the phone is $200+ while a 32GB micro sd card is $Basically they are telling you that they will send you a certain model phone but instead they are sending you a phone that is $cheaper than what they promise and expect you to send back your phone that is worth more than the phone they sent you (after paying the full $deductible on top of everything)Although maybe not a big deal to some, it is unfair, unethical, and it is robbery

I sent my warranty plan receipt copy they refuse refund my TV is unrepairable by Samsung only no old 3yr with Asurian