Asurion Insurance Services, Inc.

I have been paying for insurance on an iPhone for yearsThe phone become non functional due to a battery issueAt that point I activated an older phone as a temporary replacementWhen I called Asurion to resolve the issue I was told that the insurance was no longer active due to the fact that they cannot see the phone with active minutesI was then told that I have to resolve this with Verizion WirelessThe agent was rude and kept telling me that I didn't understand what she was sayingI have a very good command of the English language and understood perfectly but do not accept that they can cancel my insurance without my approval especially since I was already billed for the monthThe agent was not helpful at allWhat I see happening is that they are trying to use a technicality to avoid paying my claimI spent over an hour on the line with the agent and now have to work with Verizion directly I will never pay for insurance on a wireless device with these people again based upon this experience

The website was broken, the over the phone service was terrible, and the "deductible" for the phone wasn't any cheaper than the market price for the phone they send you
Never do business with this companyThey provide nothing of value, and treat you badly while doing it

I filed a claim for one of the phones on my Sprint service which was a iPhone and I was using my old samsung sas a temporary phone, so they charged $deductible to my sprint billI received my replacement phone but instead of sending a iPhone replacement they sent my another samsung swhich I was using as the temp phone, so I called them and they said they will send a envelope to return the phone and refund the money to my sprint accountAlmost weeks went buy and no refund so I called them back to see if they received the phone and they said yes they got it about weeks and they will put in for the refund nowReally ??? You had phone sitting there for weeks and now you will work on refundSo they said the refund should be taking off my Sprint bill in to daysHere it is months later and no refund so I called them back today and they said they will resubmit the refund and it will take to daysSamething they told me almost months agoSo here I am sitting on a almost $phone bill cause of there $charge and late fees adding upTook them all of days to take theres month but it takes them almost months to give it back

Failure to provide repair or replacement due to time frame restrictions
We have been in contract with my carrier for a minimum years and have always purchased insuranceNot sure how long they have been doing business with Asurion, at least not until August of My device had overheating issues and due to this issue, I sustained a stress crack on my LCDIt is soooo small you have to hold a flashlight and magnifying glass to it to see itLong Story short, my carrier informed me that this was not covered by them and that since I was still under warranty to file a claimI still had my old phone so I decided to use it until, I had time to file a claimI was just over the day mark by a few days and was told that my claim could not be acceptedMy phone was not purchased in a store, it was done over the phone and mailed to usHow do we know that the phone was not damaged through the mailing? How would I know to look at it with a flashlightOne minute I am talking on it plugged it up to charge and looked to see if I had a messageLike all phones, when you are not on them, they time out and fade to blackMy device never came back from the black screenFiguring I had time, because I was under warrantyWhich is why we did not file the claim immediately as we were told we were under warranty for a year by the carrierWe did not receive a "Welcome Letter" until my husband questioned Asurion about denying the claimThis is the first time that I have heard of denying claims, especially since the consumer, not only pays a monthly fee, but still has to give up a $or more deductibleOne thing I do know is when you are buying or upgrading to a new phone, the insurance is offered without an explanation or disclosure of the benefits of having itThere is no way anyone would buy insurance knowing that their claim can be denied even though an additional deductible is assessed at the time of repairAt the time of purchase, insurance is not optional, must be taken with "NEW PHONE"This should be optionalI have since cancelled my insurance for my phone and will not buy if Asurion is attached to itHow do you have a year warranty and in less than a year, you are not coveredI have since sent my phone out to the Manufacturer for repair at a fraction of the costSomeone should do a poll or focus group to see how many consumers know who Asurion is
Upon new purchases or upgrading, Asurion should have each "carrier" provide all customers with their disclosures for which they must sign off on at the time of purchaseInsurance should be optional and not mandatory at the time of purchaseThere should be signs of Asurion's insurance disclosures posted at checkouts and servicing desksSo that the consumer can assess whether having insurance is a necessity, especially since two fees are attached
aDeductible amount
bTime frame of acceptable claims
cWhat is an acceptable claim

Three hours today to get someone to fix my refrigeratorI have been hung up on and lied to, finally finding the one helpful person in the company after phone calls and two supervisorsIf they lie to you about your warranty or your appliance, just keep calling back until you find someone to helpThe supervisors are not any more helpful as they tell you there is no one over their head to helpAsurion is a scam and I won't ever buy another extended warranty.I could have called a local appliance repair man and had my fridge fixed in the time it took to make an appointment Asurion I will never forget this horrible day or your "customer service" reps (Oh and thanks Home Depot for the scam insurance)

The only good part of filing a claim on my phone is that it was in my mailbox the very next dayThat would be awesome if the phone could be activatedI've emailed Asurion, with no response, and I've called them to get helpThey said they had to add my phone's IMEI number to their database, and that I should be able to activate it in hoursIt's been hours and I still haven't been able to Their customer service is worthless, and the process of getting a replacement phone that I can actually use is horrible

Do not waste your time getting a claim with Assurion!! Years ago they replaced a blackberry that broke with that broke within weeks of each other Now it's and they sent me a broken iPhone that worked for hoursThe battery was damaged and wouldn't charge Now I was stupid to think this compnay had changed in years, but they haven't! I dont usually write reviews but if this Saves one person dollars for s deductible for phones that are all used and apparently not checked , then I would feel better about saving someone the hassle Horrible horrible compnay! I had to go and buy a new phone anyway because it's just not worth dealing with the compnay Assurion!! Don't waste your money or time!!

I had a simple problemAfter purchasing an Xbox one And the extended warranty I was put under the illusion that I would be taken care of had any problems that could possibly ariseMonths later, my Xbox one controller became unresponsive on the left bumperTheir was no physical damageAnd I never dropped it
I called in for the problem and the representative lead me on to believe she understood what my problem wasI received a shipping labelSent my controller inAnd waited patiently
I never received a single status update via the Asurion website
Weeks laterInconvenienced by holidaysI received my controller backUntouchedBecause THEY had filed the claim wrong
I was very upset
I eventually ended up talking to multiple employeesor in total an All very politeOnly ONE was able to understandAnd properly file my claimHaving owned the same productAnd experienced this malfunction before
I then sent my controller in for a second timeThey had my controller for another weeks
And sent it back after "Testing" claiming there was nothing wrong with it
I usually take bad reviews with a grain of saltBut Now I know that if their about Asurion, they are probably truthful

I lost my Samsung Mega on Christmas day when I got out of my car to be rescued after dark in a snow storm I followed the claim process on lineThe response was "sorry, but you must call us to complete this claim" When I called Assurion, the recording said "Do you know that you can file a claim more quickly on line?" The rep was very polite I said that I wanted my Mega replaced with a MegaI was told they could not send me a Mega I quickly received a Note If I'd wanted a Note 3, I would have bought one in the first place! For the amount in monthly premiums and my deductable, I could have just bought a phone I would be happy with Assurion's response will be: "Comment from the Business:Thank you for contacting usUnfortunately we were unable to locate the claim information for which you described in the reviewAccordingly on ___________, we sent you an email requesting that you replied with the either the mobile device number or the Asurion's claim ID number so that we could further research your concernsPlease feel free to reply to the email with the requested information or contact us directly at the number provided in the emailRegards, Asurion Compliance Department-

The worst serviceSent me a defective replacementWhen I called about it the rep could care lessShe was rude & condescendingIf I pay a replacement cost of $199, the least they can do is send a phone that can make a call

Following a difficult /problematic claims process, I contacted Asurion using the informaiton available - prior to a Revdex.com complaint Thanks to Keith for the professional and proactive support....have had none better Appreciate Asurion's dedication to customer service and willingness to listen to customer input
*** ***
Colorado Springs

I was having trouble getting my claim approved It was very frustrating talking to several different people I finally got to Alnisa She listened to me rant, and then took the time to help me solve the problem and get my claim approved THANK YOU ALNISA!!

We added Asurion insurance to our five mobile devices through Sprint One phone became lost so we filed a claim with Asurion We were denied stating that we never had the insurance I contacted Asurion and was told by a Representatives to talk to Sprint, we did that then were sent back to Asurion We were then told we would have to sign up "retroactively" with Asurion and pay the difference because the information never came from Sprint to Asurion Fine, we did exactly what they asked, to no avail We STILL got the run around from each representative we talked to AND were denied a second and third time after each representative said they "took care of the problem" with our account I was never rude in my many phone calls and literally hours I spent on the phone with this company Some Asurion Representatives were very cordial but more often than not, several were downright rude...William in particular If I trusted these people to work for and represent my company, I wouldn't be in businessI am completely amazed at how we jumped through every hoop Asurion Representatives asked us to and were given reassurances on multiple occasions that our phone would be replaced only to find out they would deny every claim This company is a complete scam We paid for insurance and because they wouldn't follow through on their end of the bargain, we ended up just buying a new phone on our own My advice: just buy your own phone if you lose it or break it This will be much less expensive in dollars and sanity in the long run

I am blown away that a tech company has such horrible online claim forms and process as well as automated phone service I have spent over an hour filing a claim After I was told that I already had a claim, which I didn't, and wouldn't let me process I initiated my first chat She cleared the claim and said I could start another Long story short it had some obscure shipping address, wouldn't let me change it, and locked me out over and over! I chatted several times but it never helped so I picked up the phone (which we shouldn't have to do in 2015) and got some horrible automated phone service that was smart enough to accept my payment but not change my address By the time I went through a cycle of "press 1, press #, enter your phone number, ....) I got to a live person who was unable to help Now I have to wait two hours until I get a tracking and call THEM back to have the shipping rerouted Wow, I cannot believe how horrible their technology is Will try to find another insurer for my devices

It took phone calls and months later to get information about my replacement phoneUnprofessional customer serviceI could hear the phone repactually laughing on the phoneI am so pissed right nowThis company is a total scamDO NOT PAY FOR PHONE INSURANCE

I filed a claim on 03/20/with Asurion to replace my Samsung Galaxy Note WhiteI had to follow up on my claim on 03/21/at which point I was advised that I needed to submit a Sworn Affidavit and Proof of Loss Statement along with my ID which I didThey referred to me as both my name *** *** and someone else's name *** *** in the subssequent emailsOtherwise this process went quite smoothlyHowever, in a rush to confirm my shipping as I have been without my phone since 03/19/I confirmed A Samsung Galaxy Note 5BlkI contacted customer serivice and was advised that it was nothing they could do even though the phone had not shipped and I had literally confirmed it minutes priorOn top of that I am expected to ship a Samsung Galaxy Note 532GB in black which I dont have as my is white and the name is incorrect inspite of all my supporting documents having the correct name of *** ***

I'm disgusted My phone broke which I use for transportation, so I currently can not work or go to schoolEvery time I call they are nasty and one girl hung up on me Every time I call they change the facts and keep saying 'tomorrow' which I suppose never comes I mailed it out at am on a Friday, they said they did not receive notification until Saturday night which doesn't count as business hours First said, 24-hours, it's now hours so they changed they day it started until Monday UPS shows the package as being received and signed for by "*** *** on the dock, yet they don't claim to know anything about it I will never get insurance through them again and will tell everyone I know to not use themI will write on any blog and tell anyone I meet on the stores that asurion is not to be trusted and to take your money to someone who is worthy of receiving it I have never had this issue with anyone else, I should have read the reviews from others before I purchased it Since I'm currently missing work because of this, they promised one thing and then change the dates and hours to suit themselves and are nasty on the phoneDisgusted!!!!

Broke my screen on i-phone plus a week before Christmas*** store was still open so went inTold me I had insurance and the deductible would be less than the upgrade or replacementWent home and filed claim online at around PM MondayTook min, most of which was guessing and resetting my secret code, process wasn't unusualGot the phone by PM wedA functioning re-manufactured replacement, no complaintsOriginal phone was broken so badly touch screen did not work
Decided to call the toll free number, figured for the price (approx $between monthly payments made and deductible, which is reasonable considering the fast service when needed and the convenience of being billed for the deductible) I might as well take full advantage of what I was paying forExpected someone with some knowledge of a transition I'd never had to make from a disabled phone to a new one on short notice
That was probably a mistakeThe rep was very indeed friendly, patient, and the call was answered quicklyShe was clearly following the protocol which put a high priority on installing their appThe app kept crashing during the process, eventually the rep essentially said it wasn't really necessaryTo her credit that is clearly an important part of her job description by her bosses, but of little to no benefit to the customer, and when it wouldn't cooperate we moved on
One of the main reasons I called was the promised guidance to "erase the contents on your damaged device for your security and to protect your personal data."
The rep ultimately had the sequence of things incorrect because the damaged phone wouldn't connect to wifi and she had already authorized cellular data on the new device, rendering the old one un-connectableShe did have a second method using *** which seemed to work
Ultimately the call was little to no use, other than properly swapping the service to the new device which she completed just fine, but too early in the process rendering one of the methods of cleaning the old device impossible to use
If I had it to do over again I would have ***d the obvious questions and followed the reasonably easy steps but it a more appropriate sequence
Overall the insurance delivered what I needed when I needed itThe customer service was pleasant but very one-size-fits-all and presented the install of their unneeded app as though it was a necessary step in the process
Bottom line: Got what I paid for with the insurance planDo NOT call customer service until you have exhausted all self-help methods of transferring service and preparing your broken device for return

Asurion is a SCAMNo matter what option you select when filing a claim on their website it always says "you device is not covered" on a full coverage plan???
calling their customer service is no betterYou basically give asurion $a month to provide you with excuses if you ever have to claimForget the "insurance" just put aside the $a month you pay in case it happens yourselfThat way you are at least covered somewhat

WHAT A HORRIBLE COMPANYEverything I was told by a person on the phone turned out to not be true/does not line up with their websiteI have been trying to deal with Asurion for days now and they are above and beyond one of the WORST companies I have ever dealt withAwful customer service and continued issues with coming through on what YOU HAVE ALREADY PAID FORAs soon as I can I am canceling my insurance with AsurionIt is a waste of money and time