Asurion Insurance Services, Inc.

Horrible Customer ServiceMy daughter broke her phoneShe attempted to go on line and file claimWebsite was still "processing claim" three and a half hours laterI then called and spoke to a person who was able to process the claim in about ten minutesShe then offered me to take a surveyI said I wanted the survey and she asked if there was a reason I would not give them all "5s." I said yes and was then transferred to another person instead of the surveyThis person thought I had just called and was about to reprocess my claimI explained that I only needed to get to the survey so I could give them lower scores and she hung up on meI called back and spoke to a third person who stated the survey would have went against the second personI asked to speak with a supervisor and after waiting several minutes and her telling me she had spoken with a supervisor was told a person would have to call me back laterAs soon as I get this replacement phone for my daughter I will never do business with this company againSave your money and use someone elseI paid them for past year and a halfThey charged me $to replace phone and then said they would charge me another$if I do not send them the broken one backThey are a ripof!

If you can in any way avoid this company for warranties on any product, DO SOI filed a claim and it took minimum weeks to get an appointment scheduled where then the assessor decided not to show up twiceAfter his recommendation, I was told they would send someone out for a second opinionThey cancelled this and never called meI called back, and they said only "mechnical" issues are covered- read your own manualsI was THEN told parts were ordered and they approved labor, but then got a voicemail from a manager saying they weren't covering anything due to the pictures that were in the account (try again buddy, you ordered the parts after the pictures were submitted)I called back, unsurprisingly got hung up on twice, and was then told a manager would get on the line with meThird hang up - no return phone callTrust me, if you want your warranty to mean ANYTHING, avoid these people like the plagueThey lie to get you to shut up, provide inconsistent information and have zero desire to help their paying customer-out of a

I would not recommend Asurion to anyoneI am highly disgusted at the way they are overcharging the consumers in regards to the deductibles on smartphonesIt was cheaper for me to purchase the replacement part and do it myself rather than deal with the horrible service of this companyI had called three times to discuss my issue and the rep repeated herself saying that the smartphones are just like carsI resent that commentI pay insurance on my car knowing that it is going to last at least yearsThese smartphones are engineered to give out within three yearsIt costs less to manufacture the smartphone than it does for the deductibleDoes anyone see the issue with this "insurance" that the wireless companies offer? The wireless companies along with Assurance are ripping the consumers offWhen the deductable you have to pay is an amount between $and $depending on the type of device you have for ANY physical damage done to the phone, there is something fishy going on

Sprint transferred me to Asurion After being told that the phone will be $for the replacementAlso, I had to pay for $for UPS shipping Saturday delivery David took my address on where to ship the new unit He then repeated the address back to me and I verified that it was correctI am out on business in another stateSaturday morning I get a call that my phone was in Texas where I get my bill from sprint I then called to see if they can correct the issue Asurion informed me that they would not send me another one because they have sent one out Even though the address was not the right one that I paid for The manager wanted me to find someone locally to ship it to me via my cost out of pocket I was lucky to even get the package because it was never signed for and placed in front of the door I could not even get this resolved with the supervisor and asked for a refund They refused to refund my unit so I could a phone that I needed now I would like to be contacted by the company representative to discuss their company's poor customer service

Each person that answers the phone gives completely different information Except for the same line "I'm sorry to hear that you are having trouble with your equipment" That part is scripted

I wouldn't recommend Asurion to anyoneThe help line isn't helpful; they're rude, condescending, and at times outright antagonisticThey aren't interested in helping you as a customer and seem to employ every tactic to keep you from claiming your warranty

My $laptop pc was destroyed due to cat urinating on itDecided to see if
Asurion would cover it, the rep assured me that it would be covered, even after I had specifically told him the malfunction was as a result of the device having been urinated on by my catA few days after it is sent in, I receive an email stating my claim had been resolved, and a ups tracking numberdays later I received a call stating my pc would not be covered due to "misuse"Of course any liquid damage is misuse! So I received my laptop back with a slip saying it couldn't be fixedI called Asurion multiple times and was told my warranty had to be voided because of "misuse"I wouldn't have a problem with it if they had not previously accepted my claim, only to deny it a week later

I have had Asurion Insurance on my *** for the last months at a cost of roughly $14/mo to total $I have paid out so far...please keep this in mind before you continue on Recently my phone was dropped and the display screen cracked On 12/27/I called Asurion Insurance and was informed I could either pay $to repair the screen or $to replace the phone The Asurion repalso informed me if I wanted the screen repaired, I would have to ship it to them and the repair would take 3-business days Also, if they found that the phone had any additional damage other than the screen, they would charge me $to replace it anyway I need my phone for work so I took up the $option which includes a next day shipping guarantee During the conversation, the Asurion representative asked if I would like the phone activated before they shipped it out I specifically asked if this would interrupt my service on my current phone as I need my phone for work The representative responded that activating the replacement phone before shipping would not interrupt my service on my current phone, all I had to do was turn off the find my phone feature so I did The next day on 12/28/2016, my phone's service was interrupted, disabling me to work this morning No incoming or outgoing calls could be made, no GPS, no e-mail access, nothing, all of which are essential to my job This created a loss of income of over $ I contacted sprint's technical department and they informed me it was because Asurion activated the phone Sprint corrected this issue and made annotations in my account of the incident and sent me a copy I called Asurion right after to inform them of the loss of income due to their error and asked if I can be compensated the $deducible I paid for the phone replacement to cover the loss of income I got the run around for a half hour and then I eventually got representative named Sara Sara stated she could not refund my deductible but she could give me a $gift card...a $give card to cover over a $income loss After more deliberation, she offered to upgrade my replacement phone to an *** I explained that a better phone will not cover my loss of incomeSara then had me wait to speak to a representative of the "CEO" Angela of their "CEO" Department then stated since you turned down the upgrade to an *** as your compensation, now we will only offer you a $gift card Both offers are clearly irrelevant to the situation I thought to myself that this can't be right so I called the Asurion Headquaters...multiple times, which appearently is just a number to an operator that will forward you to their "CEO" department When I asked what their "CEO" Department is, I was told from the "CEO" department it was just an office of 20+ phone representatives in that particular office From my experience, they just mitigate issues without actually coming to a resolution I have not been refunded my money nor have I received any compensation of any kind and I'm still waiting for my phone replacement

This company has changed their claim process and requires the customer to fork out more money to fill out a form and send a copy of id- wait! Verizon secured all this information when I opened my act in good standing yrs agoThen you wait numerous hours before they start to process the claim and of course charge more money- ebay sounds like a much better hassle free alternative

I have had the worst experience ever with this company! We have had this insurance for years on our accountNever summited a claim till nowI have spent days and hours and I mean hours on the phone going back and forth from AT&T to Asurion to *** and back to AsurionThey had ill trained customer service personnel from the get goI had to go through the same phone ordeal ever time I called, answered dozens of questions, tried to do the online just to have it tell me I had to call inI asked for supervisors only to be sent to a resolution centerAfter once again answering questions to assertain this wasn't fraudquestions going back over years as to previous addresses and cars I've ownedI was finally told I would have a decision in hrsNope after all that I'm told I need to send a affidavit inI explained I'm a senior citizen and live in rural **, I have no copier or fax machine with in a hour drive of meAfter once again asking for supervisor I get the resolution center again and I'm told I have to send in documentsI told them again why I can't and that I have answered everything they askThey have my dob , my husbands dob, where we lived years ago, what cars we drove years ago, our AT&T account and pinOur email, our phone and current addyWhat we had for dinner on ChristmasWhat more possible info could they need to establish who we are and that this isn't fraud? Get me someone who can helpFinally a lady came on said she was part of the corporate team and that she can see if it can be waivedPuts me on hold again and finally after days and countless hours and calls and people and questions, she says it was approved and that a replace will be sent in days and the deductible will be charged to our accountYou can bet I'll be canceling the insurance as soon as I get the replacement and I will send a letter to the President of the company which is listed as Ms *** ***One last thing I don't know how the Revdex.com can give them a A+ rating with 2,complaints against them soon to be one more

Awful experienceAsuncion replaced a lost phone (fee), with a phone that barely worked Assuring contacted and said they would replace again since it did not work Asked if they would be replacing with a new or refurb they said whatever the warehouse sends, it could be either WHAT...they said it says that in their contract I said I would like it sent same day( called on a Sunday, said it would be delivered Tuesday)They said they couldn't do thatPointed out that it was their fault that they sent a faulty refurb phone and why should I be I convinced for their mistake? I asked to talk to a manager who said "You can go to a sprint store and buy a new phone for 600.00"Yes..that she is really what she had to suggest to me Unbelievable Terrible customer service Surprised the Revdex.com lets you continue to be a member I, the customer can be in convinced by their mistake and no attempt made for customer satisfaction.....shame on this company

Like many of the other folks reading these reviews I have to leave one because I had a positive experience One can't know whether to believe all the negative reviews or notI placed my claim online, never talked to a rep and it went greatWithin days I had my new iPhoneand sent back the brand new one I dropped! Have only been using the new one for days but no problems so far

The first representative I contacted said that a hour window of time is necessary to schedule a repairThe next person told me hours10/29/The technician came and determined that he needed to order a drain hose to complete the repairRepairman returns 11/- days later, but doesn't bring the part, says he will return next day, but doesn'tCalled repairman who said he would return again the following day, but again does not and does not answer his cell phone11/Misty said she will investigate, but cannot reach repairman either11/Repairman scheduled to return in morning, but instead calls to say that the wrong part was sent and he would have new one by FridayHe then orders the correct part, but cannot expedite it and is told that I must wait up to business days to receive the part before he can re-schedule the repairPhyllis said they will not rush my delivery even after so many mistakesAfter many phone calls, much misinformation and cancelled appointments the repair is finally completed 11/almost days since initial claimAll this to repair a common drain hose ! Am I satisfied - NO - should I be ? Is this a strategy to make customers give up and go away? Your on-line reviews are mostly awfulIt appears to me that when these contracts are sold, it's with the intent that the customer will never make a claim and god help them if they doI'd love to hear how Asurion thinks my claim wentCare about customer service? then do something about it

Just terrible!! After a year of paying insurance on three phones I have file just one claim and after three weeks have gotten NO help! They initially used the excuse the iphone was on back order Then they told me it was in and were shipping Then they told me "Oops! Sorry, phone sold out before we could send it! How about we send you a 4S instead?" Unbelievable! DO NOT PAY MONEY FOR THIS RIPOFF!! LOOK ELSEWHERE!!

Kind of a long review but im so appaled that an upstanding company such as Verizon works with this terrrible so called business I have to write a review
My son has lost his phone, so we file a claim and put it on the lost or stolen listThey send out a replacement and I pay the $FineAll is wellA week later, he finds the original phone he lostGreat! Now he has a second phone, for what who knowsA couple days go by and he looses the replacement phoneNot kiddingTrue storySo, he figures, good thing I found my originalWe call ASSurion to take the block they put on it off and they refuseThey say we need to send the replacement backWell, we would but its goneI talked to different 'managers'Noone would help meI get everyone has policiesBut everyone also has a department called customer serviceThey clearly dontAwfulRude

This is the WORST company I have dealt with! I have paid over $in insurance over the past months, and when I went to file a claim, they said it has been too long, which is not apparent when you sign up for itSo Verizon tried to get the phone fixed, and escalated it, and then the "manager" from Asurion hung up on meThey don't even try to help or offer suggestions, only regurgitate the same information - much like the Saturday Night Live flight attendant skitI would NEVER get a policy from them again!! In addition, they still charge a "deductible" of $169-$to get a new phoneThis is so totally NOT worth it!

I'm pleasantly surprised that everything went smoothly, considering the overwhelming negative reviews here and around the web
Finding out that my "deductible" was 100$ was a bit of a shock, considering the pricy insurance fee I pay monthly, but that was the only negative out of the whole experience
New phone arrived when scheduled (overnight) with no damage, all accessories attached, one click activation, and an easy to use send-back envelope

I'm not sure why this company has so many negative reviewsPerhaps they have listened to customer feedback and improved their serviceI was extremely pleased with their prompt and friendly serviceMy phone was stolen out of my car and I needed it for work the next dayAsurion overnighted the phone to me and it was on my doorstep at 9:00am just in time for workI am honestly not sure if a received a new or refurbished device but it looks brand new (no scratches, all plastic film was still on the phone)The only complaint I could see would be that they sent a regular micro usb charger as opposed to the usb charger that the phone comes withNot an issue for me since my phone was stolen not my charger, so for me I just got an extra charger, which still works just not as fast as the one it comes withAll in all I was very pleased with Asurion and I will continue to insure all of my family's phones with them

My phone was stolen and I had insurance on it from Dec 14th I had submitted a claim and Asurion says that I didn't have the insurance at the time it was lost on Feb 15th Ive had *** Wireless call them to verify that I did have it on my account and paid for it for several monthsAsurion still refuses to honor my insuranceThey basically take the money but never deliver on the promise of being able to actually use the insurance when it is needed

I submitted a claim on a cell phone just like I have done in the past for my daughters phoneso just before Christmas I went to make a claimthis time they said I needed to send them a copy of my receipt so I took pictures while I had them on the phone I they directed me to their email site so I sent them hours later I have got no response back acknowledging they had received itI call back the customer care says they will have to connect me to their claims department and they did but claims department is on eastern standard time and is closed im told to leave information and phone number and they will call backRIGHT! well I have been calling and calling every day before I go to work and always get a different answer on how they are going to solve my problemto wich nothing is doneit is now January 20th I call today and still got the run around I opted to stay on the phone while they researched my case I was put on hold for long periods of time and the rep would get on the phone and ask if I wanted to continue holding or they could call me backI opted to stay on hold each timeso after a long time of holding I again was told that I never picked a reimbursement option I told the rep oh I most certainly didand that I wasn't taking that as their conclusion to my woes.so I was put on hold again and this time they told me everything I wanted to hearso we will have to see .would you trust them for their word after the numerous time with phone calls and computer time spent dealing with a company that has no customer service but rather customer no service I waste your time?