Asurion Insurance Services, Inc.

I would not recommend this company to anyone. I bought insurance through [redacted] on my husband's [redacted]. It recently stopped working and I pulled out the brochure to use the extended warranty. The brochure clearly states you can take care of your claim online through their website or call in. I logged onto their website, went through the hassle of registering my product and began a claim. I submitted a copy of my receipt only to be told I had to call to complete the process. When I called in the representative seemed poorly trained. I had to answer the same questions twice. She told me that I would have to "submit proof I bought it". I told her I had already submitted my receipt on their website. She then tells me that the website isn't connected to them and I would have to wait for an email to which I would then upload my receipt again. I explained how incredibly unprofessional that sounds. She then tried to tell me how it would be two business days before I got the shipping label and I would send it off and they would send me a gift card. I said that makes no sense seeing as the front of your brochure says they will fix it if it breaks. She said, "oh, yeah...I didn't realize you had that plan." She was so unprepared and not well trained! I asked to talk to a manager and after ten minutes on hold she came back and said a manager would call me back in 24 hours. In the mean time I submitted the receipt as she said and waited for confirmation that I would be getting my shipping label. The next day I got two missed calls from a blocked number. I got a voicemail from Asurian saying I needed to provide further proof of my purchase to continue with my claim. I called the number back and insisted to speak with a manager. The customer service rep was more friendly this time, but the manager left much to be desired. She simply said, "oh, the system says your claim went through." I explained that something is wrong with their system then if they are calling me saying they need further proof of purchase. She offered no apology. She said I would have my shipping label in two business days and someone would call and confirm I received it. The next day I get two blocked phone calls. I answered the call and it's a representative saying she wanted to let me know that my shipping label had been sent off and it should arrive in 5 business days. I asked her what she was talking about because the manager kept telling me it would be 2 business days. She said "it's only two business days if you want it emailed, but the note says you wanted it mailed" I told her that their system is completely flawed and she offered again no apology and then said that my shipping label was not available online. I do not trust this company and I hope that I am able to get my issue resolved, but I will not buy another product that uses Asurian.

They tell me my phone is on back order. I call to see what can be done. I am told my phone is in stock and they are shipping it. I hang up the phone and 20 minutes later get a email saying it is still on back order. I call back and the exact same thing happens. I explained I have parents who are elderly and need to be able to contact me so I can assist them with daily activites. They do not care. They will not make an exception and provide me with a comparable phone model so I can be available to assist my parents. I would think with a medical necessity such as being available to give care to a parent would be sufficient reason to make an exception. They will not. They are a callous uncaring company. I am going to contact my lawyer as the next step. I paid my deductible I expect that a company who has been paid would be willing to help someone in need. They do not care about the people they serve only money.

My name is [redacted] and on May 12th I processed a claim with Asurion. My claim number was XXXXXXXXX. My phone's screen was damaged and I was in need of a replacement phone. Upon making my claim I was notified that my particular phone was on back order and that I would be notified when my phone became available. On the same day that I made the claim I was then sent an email with my claim ID number.
After 15 days of not receiving any notification from Ausrion I took it upon myself to contact the company to investigate the matter. I was then informed that my phone was still on back order because the company had tried to contact me several times in efforts to let me know that my phone was now available. The contact number I gave them is my work number. I am the owner of business and have 2 secretaries that handle incoming phone calls. Both of them claim that not once in the 15 period did we receive any phone calls from Asurion. While I was on the phone with a customer representative from Asurion I was told that the phone calls that were placed in efforts to contact me are made from an automated service and that it randomly calls out. I then asked the customer representative to tell me what days the phone calls had transpired. She told me 5 separate dates of which 2 of the dates fell on the weekend, furthermore she told me that the calls might have been made in the evenings when no one was available to answer.
My complaint is that no where on the form that I filled out was I notified that an automated service is going to call me in the evenings and also on the weekends. Why was I not then sent an email? My email was on file and I had already been sent an email on the day I made the claim. So obviously Asurion had my email. In the professional world, which you guys are in incase you were not aware of this fact, you call to speak with someone from 8-5pm, and certainly not in the evenings. Furthermore, in the professional world hours of operation are not conducted on the weekends. In the professional world you send out an email to notify customer of any issue. 15 days pass and Asurion's effort to help me, a paying customer, is to send out automated calls in the evenings and during the weekend? Zero attempt to send an email? That is completely ridiculous. This level of professionalism displayed by Asurion is completely unacceptable. Asurion main purpose is to resolve problems with customer's phones, and I had an issue with my phone that needed to be tended as quickly as possible and in a professional manner. My story will be told to all of my friends, family, and colleagues. Asurion does not care help out it's customers. I am now going on my 15th day of not having a phone simply because no one in Asurion made an effort to contact me. An automated service that calls "at random," which are the worlds your own customer representative used to explain to me, does not suffice as an attempt to contact me. In the professional world hours of operation are from 8-5pm, Monday-Friday, and in the professional world EVERYONE is aware of emails as a professional method of communication. It's too much effort for someone to send me a courtesy email? RIDICULOUS. -A very dissatisfied customer.

They took two weeks for me to a phone that they promised to get to me the next day. They refused to consider changing how much I had to pay even though they didn't keep their promise to me. Then when I took the phone to [redacted] I found out that they didn't even give me a real [redacted] phone.

I see why Asurion has such bad reviews online now. After filing a claim, I received a phone that was activated under another account. (someone else's account?)

I have one phone and one phone line. I first tried to work with Sprint via Chat. I was told that I would need to call Asurion. After DRIVING to a friends house, I tried to work with both Sprint and Asurion over the phone to rectify the issue. After multiple calls and speaking to a few different agents, I was told that I'd have to go into the sprint store for help. So I hopped in the car again. When I arrived, the sprint rep worked with Asurion in an attempt to activate the phone to no avail. I was told that a different, new device would be shipped to me.

I received an email stating my claim had been completed and that Asurion was getting ready to ship.

I then received an email advising me that the new device was out of stock.

I hopped back online and attempted to use the Chat function with the Asurion reps. I was told by the Asurion rep via Chat that I'd have to call if I wanted any help and that the chat function was for filing claims only. (if you'll remember, I DON'T HAVE ANOTHER PHONE).
To recap:
My phone broke. I don't have another line to call on for help.

I was sent a phone that was unable to be activated.
Asurion and Sprint were not able to activate after:
Chat
Calling
Driving to the store

Sprint/Asurion opened a new claim.

I was notified that the claim was closed.

I was notified that the device I requested was not in stock.

I tried to get help from Asurion but was unable to due to chat reps only being able to handle opening claims.

Avoid this company. They sent me a mailing label to return a defective phone then claimed they never received it. They said they don't have a record of the mailing label they created and sent to me so I need to to investigate the issue with my post office they can't do anything and I'll be charged for the broken phone...WHAT???!!! I'm surprised this type of business is permitted to operate. After asking to speak with a supervisor about this ridiculousness, I was just left on hold.

I put negative because my overall experience was time consuming and incredibly misleading. However, the supervisor I first dealt with was amazing and very helpful, my second experience with a different supervisor was completely opposite. I had 2 yr warranty on a samsung s4 and had to file a claim because I broke the screen. Benjamin, the first supervisor, was understanding and helpful. [redacted] gave me the wrong care package pamphlet and so I had no idea there is usually a fee on higher priced items when filing a claim. He waived the fee and explained that there were no replacements available and so I should be expecting a gift card for [redacted] via e-mail. I wait 6 days and call back to see where the process is at. After being placed on hold for 10 minutes I was told I won't be getting a gift card reimbursement anymore but a replacement. Not only was this change not relayed to me DURING THE ENTIRE WEEK I WAS WITHOUT A PHONE but it was also changed without my consent because I wouldn't have sent it into warranty just to get a replacement worth half as much as the phone was originally. I was then placed on hold for almost 20 minutes to talk to another supervisor (Robert) just to be told nothing will change and I will be waiting around another week to get my replacement (which is clearly the cheaper option for Asurion) instead of getting the full reimbursement for the phone through a gift card like I was originally promised. I do have to mention that after a good 10 or 15 minutes of trying to talk to Robert who didn't seem to be able to help at all, he finally said he would extend my warranty for another year.

Part 1 of 2

WORST EXPERIENCE EVER!!!

Never in my life have I had such a frustrating experience. Lost my phone and opened a claim onjuly 2nd. First phone did not make it out to delivery until july 6th TO THE WRONG ADDRESS. luckily the representative that made the mistake put the number to an address that was non existent. Tried to reach out to ups and correct the address but they stated that asurion had to make the change. Called asurion to make them aware oftheir mistake and advised them that someone needed to reach out to ups and correct it so phone could b delivered. Was advised by rep that phone was already on its way back and would need to send a second replacement. Got my replacement. And not only does the replacement have water damage but the battery has water damage as well. Why would someone send out a phone with water damage as a replacement? Call asurion and told them. Apparently I am being held responsible by a reps mistake and it now shows I have 2 phones ouT.

Part 2

It was a hassle to get a replacement to my replacement. Needed a new credit card on file for them to fix their second mistake which I refused. Have had Verizon service for almost 2 years and have paid well over phone value on insurance and replacement fee. I am looking for new carrier for different reasons and one of the things I will b asking is who is the insurance carrier and it is is asurion that carrier will no longer b an option. Worst experience ever!!! Oh and 10 minutes ago my "replacement" phone was fully charged and it is now at 10%. Could it b the water damaged battery or is it the phone? As a mother of 2 always on the go the inconvenience is extreme.

I would love to share my experience with asurion. I am from West virginia I purchased a new htc one from [redacted] in febuaury XXXX XX days later I dropped my phone on the concrete shattered my screen. Well luckily I believed that I had the insurance so it would be ok. Well that was the biggest joke I had ever seen. I had to call them numerous times they would ask me back ground questions which havent been relevant to my life for 15 years. Then if I didnt answer correctly they would hang up on me. The customer service reps some were rude and disrespectful. Well finally I had to get [redacted] involved due to them saying that I had to verify that I had a valid account with [redacted]. Then when finally got all of that taken care of instead of sending me one phone they had sent me three htc ones. when I contacted the company they did not even know they sent me three phones. There representitives said oh well your account will be billed for three insurance deductibles until we recieve your damaged phone as well as the two other phones. Now the one phone that I picked of the three they said was new. I can totally tell is not new. Because even though the battery says its in good condition. Only lasts five ours with all apps disabled and the brand new phone I had would last up to 24 hours with all apps disabled and screen on all the time. My best advice to most people is dont waste your time . I never called them about this issue due to the fact if there incopatant in sending one phone to one adresse and they make the process so hard to make a claim that you have to get [redacted] involved to get the claim sorted. Why bother I would like to some sort of resolve considering I paid 299$. I exspect better service. Not someone who could care less. Im seriously considering dropping the coverage.

I recently broke my phone. I paid the $135 to have it replaced and it was sent out quickly. Problem is my sim card didn't work. After troubleshooting they sent me out a new phone with a new sim card. Still does not work, now its almost been 2 weeks without a phone and I am fed up with them. Their new solution is to simply send me out ANOTHER phone. I am not impressed with their customer service as well, this has been an awful experience.

The service was awful. I refiled the claim every day for five days and still haven't shipped. They try to tell me that my home address is not a valid address and then either kick me off the page or tell me to call customer service. There they can barely speak or understand English - the language of the United States.

Unbelievably poor customer service and a rip-off. I received a replacement phone for which I had to pay $200 deductible. The microphone did not work and people could not hear me. I called for another replacement and the first day they said they had to verify the delivery address was a valid address. The next day they wanted me to pay $500 and told me I did not receive any phone from Asurion. It has been incredibly frustrating. It is definitely not worth the monthly charge and the deductible, not to mention my time and the hassle. I would rather take my chance on having to buy a new phone than deal with them EVER AGAIN.

Horrible - on hold for close to an hour to give them credit card info to pay my deductible! It is like they want me to hangup. If you file a claim I might consider doing it online. Also, by the poor reviews and complaints I may drop this service as I have it on four lines at $40 per month total.

This company has been extremely difficult to deal with in getting a replacement phone. Not only do they never pick up the phone for you to speak to a live person. I have contacted sprint my carrier to see if they can try to assist me in getting a live person on the phone they even have issues with getting someone live on the phone to give you any answers. It has now been a week no phone, I have been charged fee of 200 for replacement no time frame of when I will get this phone. Beyond frustrated thinking of even switching carriers. Asurion is the worst they state on automated 48 email updates Fail! If you pay for insurance monthly on a device have been chArged deductible then send the phone asap or at least offer a comparable replacement. Worst scam ever

Filed my claim with asurion on October 31st to replace my galaxy S7. I wont be receiving my phone until November 9th. They lead you to believe that you will receive a phone the next day after filing a claim. Its BS! come to find out they can take up to 30 days to fufill your claim after you meet there terms. These are there terms and conditons.

F. OUR DUTIES IN EVENT OF LOSS
1. When We Repair or Replace
If a claim is made, we or Asurion Insurance Services, Inc. will notify
the Insured of Asurion Insurance Services, Inc.'s assessment of the
claim within 10 days after we or Asurion Insurance Services, Inc.
receives all the information requested from the Insured presenting the
claim.
Repair or replacement of the lost or damaged Covered Property will
be done within 30 days after the Insured, or his or her designee has
complied with all the terms of the policy, and we have agreed with the
Insured about the repair or replacement

This company is crap! I have paid for insurance for over 12 years and never have I had to file a claim until last week (figures Sprint would use a crap company). I was promised next day delivery by both the Sprint in store employee, the website and the customer service rep at Asurion.....however it's been going on six days with no update and I'm losing my patience. iPhone 6 is the most popular damn phone on the planet, I can walk into the sprint store as a new customer and walk out with a brand new phone no problem but this company is 'out of stock'? I call major bs, you have collected well over $1200 from me over the years and this is the service I get? Worst company ever. I'm typing this on a phone with a destroyed screen so I apologize for any typos.

Overall a good service but their website is misleading. At the bottom of the front page it gives shipping time frame. It claims next day delivery after claim completed by 2:00 CST. But it can take them two days for them to complete the claim and then they will tell you their aim is to get the replacement phone shipped in 1 to 2 days after that. So it can be 5 days after you complete your claim with Asurion. Misleading at least, but fraudulent maybe an exaggeration.