Asurion Insurance Services, Inc.

One of the worst companies EVER I dealt with these people for two weeks trying to resolve my issue back and forth between them and my carrier cause apparently no one wanted to deal with me I was given false information I was told whom ever's supervisor could override the 24 hour wait I had to go through considering this was the third time submitting a claim with them and that was false no one informed me of something as simple and he date I was putting in which was the date of loss was the wrong date so I had to go through this process 3 different times of submitting the same claim and wait 24 hours each time because no one could by pass that and then it had to go through the "advanced adjuster" which was another 24 hold I continuously got the run around from this company they shouldn't even be in business and it's crazy cause my first ever claim with them was so smooth and easy and this time was the worst ordeal ever

In light of previous review, I contacted Asurion again to get the matter at hand fixed. Basically I got a faulty replacement phone and was told I would receive a new one within 1 business day. I called back to follow up and it seems I got a bad rep who was quite rude and told me id have to wait 5-7 business days until the original phone was returned. I was quite upset. However I called back again and got a better result when I explained the situation again and explained that I shouldn't have to wait for a replacement for a replacement when I'm not at fault. I received no quarrel and was transferred through to the appropriate person. Will now be receiving my new replacement in timely manner, a happy customer. In all fairness to the first rep I may have come off with a bit of an attitude so I do not wish him reprimanded if this goes through to the business.

this insurance is a rip off, they charge for for a refurbished phone then you can buy on [redacted], also on [redacted] you get a warranty and lower price and you do not have to turn in your damaged phone, and you do not have to pay a monthly fee, this is a scam people watch out they like to rip you off.

So....4-5 months ago I filed a claim to get my [redacted] OneM7 replaced. They sent out a [redacted] 5...less storage, no IR sensor, lower screen resolution, etc, etc. So I phone and raise the concern with them and they resolve saying they dont have the [redacted] One M7 any longer and would offer the [redacted] One M8 as a replacement. All good.

Present time, that phone dies and won't even power on (not sure why, I have no clue honestly) and they go ahead and process the claim after I pay the deductible again...and they sent me the [redacted] One M7, with no SIM card (different SIM type between the two phones) and a 1amp charger that the phone doesnt even recognize it is plugged in to.

I phone and raise a concern with them again and they agree to replace with the [redacted] One M8 because that was the last device I had and I have accessories, case, screen protectors, etc that I purchased for it when they replacement the M7 with the M8. They resend the M7 again...like what the heck is wrong with them.....

I am a clumsy person. As such, I eagerly enrolled in the asurion insurance plan offered to me by verizon when upgrading my phone. I recently dropped my phone for the last time and the thing basically exploded. I was dragging my feet to call the insurance company because I knew it would be $200 and I would need to pay to expedite shipping since I needed my phone for a business trip in 2 days. I called the customer service line, which mentioned how quick and easy a claim was from their website. Being that I was short on time, I hung up and tried the website. SO FAST! And there were many helpful links along the way. The website is SO user friendly, it holds your hand through a quick series of questions. At the end, I was promised my phone by the end of the next business day! No mention of payment for shipping. I just checked on the tracking, the order was processed by 8PM last night and the device is already out for delivery this morning. I am so thrilled with the ease-of-use of this service. Thank you Asurion!

Literally every time I've called, which is about 5 times now, I've received incorrect information. I was told a part was ordered for my television repair, then told I just had to wait for my e-gift card, then told my reimbursement was on hold due to an investigation, then told it wasn't under investigation and I'd just need to wait for my gift card. Meanwhile, the email I received at 7:00 AM 2/26/16 stated I'd receive my gift card within 72 hours. It's now been 74 hours and I've not received my e-card. The amount of misinformation your company has provided to me through this process is staggering. I've never dealt with a more inept and inefficient process. I called today and was told I need to wait an additional 72 hours for my e-card because it was not sent out yet. Why tell me to expect something that wasn't even processed. How do you operate in such a manner?! I've never in dealing with any other company felt like I mattered so little. I couldn't reach any manager or supervisor with the authority to correct what I see as a failure to deliver upon a written agreement. When you generate an email saying I should receive something within 24-72 hours, and then delay and delay and delay it with no explanation or recompense to the consumer you really need to rethink your business model.. because that only convinced me to avoid doing business with Asurion as well as recommend to everyone I know that they avoid doing business with Asurion as well. I will literally pay twice as much to go somewhere that doesn't use your company to handle it's warranty services.

Recently I filed a claim with Asurion. The process was not difficult and I was able to obtain another replacement device for s small monetary amount. I was happy with Asurion until I was unable to reset my device due to the damages that occurred. I followed the instructions as much as possible and was unable to revert the phone to its original settings. I wanted to see what else I could do to reset it so I contacted Asurion via phone call. The customer service representative I communicated with informed me that I need not to worry about not being able to reset the device if I was not able to. I asked if I would be charged the $300 fee that was possible if the device was not sent. She told me once again not to worry, but to just affix the green sticker that was supposed to come with the new device. This sticker supposedly would inform Asurion that a reset was attempted but was not able to be completed. Unfortunately, there was no green sticker, so I wrote a personal note explaining the situation and offering my apologies about the situation. A week later, I received an email saying that because I did not reset the device as asked, that I could be charged that $300. I thought I was essentially done with the process, so this came as abut if a shock to me. I followed the new steps that they sent me to reset the device. I followed them and removed the device from the online associated account.

I felt that there were some inconsistencies at Asurion, since one representative told me not worry. I figured I would contact Asurion again to make sure that I was done with the entire claim process, and just to simply let them know about what happened. The first person I communicated with, after sitting through the automated voicemail (which does not have a direct link to a general representative) told me he was unable to assist me, and transferred me to another department. This next individual walked me through the same process that I went through alone the night before, unwilling to listen to what I was saying. He then transferred me back to the same department ( I had to go through the automated voicemail again). After some wait, I was connected with a very unpleasant woman. I attempted to explain to her that I want to make sure my claim was completed, and that I would also like to speak to someone about the inconsistencies that I experienced. She told me that she was unable to do either of those and needed to transfer me. I explained, nicely I might add, that I had already been on the phone for quite some time, was already transferred from her department to another department, and then back to her. I did not want to spend my time on the phone, when all I wanted to do was espresso my concerns so that Asurion was aware that this was a situation. I wanted to benefit the company. But apparently, I was wrong to explain to this woman that I consider my time valuable, because she went from being sweet and nice to talking to me like I was a four year old. I have never experienced such instant aggression from a representative. She raised her voice and started talking slow, like I was extremely incompetent. I offered her my apologies for possibly coming off as agitated, and asked her to transfer me so that I would not have to suffer any more time talking to her.

She then transferred me to another gentleman, who apologized for my experience with the resetting of my device, and also for the obnoxious woman I spoke with prior to him. He explained to me that my claim should be finished. I inquired about speaking to someone about my complaint. He would not assist me in transferring me to another person. After 30 minutes of getting nowhere, I terminated the call.

All in all, the replacement process for the device is decent, but sone of the individuals are very disrespectful. All I wanted to do was clarify my claim, and to simply let someone know about my experience(s) so that it could help benefit the company with the inconsistencies. I just wanted to be a good customer, and was treated poorly by those I had the pleasure to speak with.

This company is crap Filed claim on 5/22/14 then they had so called system error claim was pending excuse after excuse then they changed claim date to cover their screw up week later no replacement keep being told 1 to 3 business days they lie about times check their website then they say its resolved but don't try to get it to you expedited to fix they're screw up company's a joke

F.

I bought a tablet less than a year ago and purchased an extended warranty for two years. This company is running a pretty good s**mpurchase our warranty, file claims-and we will refuse to even look at your product to determine what is wrong and then tell you it cost too much to replace it. And if you send in your product we will not return it (words from the company not mine).

This company does not do as it states. I have a warranty on a tablet. It is having problems with charging (I think this the problem but I am not qualified to say what is wrong)or something could just be loose for all I know. I called in January and had the tablet repaired as it was not holding a charge the. A few months later it would not charge again. So, went online this time to file a claim.

I was then informed that I would be getting a check! What the heck for? I just needed an address as to where to send my tablet to be fixed. Asurion then said if I sent in my tablet they would not send it back. I was also told that it was too expensive to repair my tablet. Reallyhow can you determine how much it would cost to fix it when you have not even looked at it? I am not qualified to say exactly what is wrong nor will I open up my tablet as that would void the warranty.

This company has REFUSED to even look to diagnosis what is wrong with the tablet. This company REFUSES to say how they have come up with the notion that it cost more to repair it that the original cost yet, can not show how they came up with this figure.

Instead, I am told here take this checkby a new tablet (which will cost more than what you got less than a year ago) and get a new warranty to go with it.

I would never recommend that anyone uses what this company offers. They get a grade of an F from me and I will be telling more people about my experience with them.

Truly an unprofessional operation, and you should be ashamed that you have such terrible service. I called you, from an AT&T store, to discuss a mechanical malfunction with my phone. The first person I spoke with was unable to assist, and transferred me to another representative. This representative then proceeded to berate me about how my claim needed an affidavit uploaded about my claim. I asked what they were talking about as I had not been issued any documentation related to the mechanical malfunction in my phone. I was then asked again about my claim, and they had mistakenly transferred me to someone dealing with another person's claim and another phone number all together. I was then transferred again, to someone else who had the wrong information about my claim, who transferred me again to yet another employee who did not know who I was, what claim I was calling about, or what my issue was. 45minutes later I was given to someone to finally settle my claim and ship a phone.

so we have paid $10/month for insurance that we thought would cover damage, theft malfunction or loss. We have paid for 22 months for a total of $220. The phone failed last week. Apple said there was water damage, probably from running in humid climates with the phone close to the body. The deductible is $200 so we have paid an additional $400 on a $600 phone....seriously, what a scam. Who gets the kick back! Totally ridiculous to buy the insurance. You can find "older" phones for a whole lot less than $600.

In essence we paid $1000 for a $600 phone. Shame on all of you!

I submitted my claim online and they never sent a confirmation email or contacted me. So I checked the claim status online, and all it says is to call to complete process, with hours. I was well withing the business hours so I called and they told me my claim was denied because the device was "not in use" at the time. I am not sure if this is because they had the wrong variation of my phone listed, or the fact that I put my SIM card in my old phone the same day. They gave me the number to their adjustments department, which did not work because "service was not working", so when I called back another agent told me they were closed. Why didn't the first agent tell me they were closed when she gave me the number? And if I never called to find out, would I ever have known what was up? Worst customer service EVER, I will NEVER buy their insurance again.

I filed a claim with asurion originally on 7/28/16. I did not here a response till 7/30/16. I received my first replacement device on 8/1/16. I experienced the phone being slow and take time to load apps or anything for that matter. So I called asurion and explained to them that after making 20 months of payment and a 200 dollar deductible the least they can do is send me a good quality phone or a new phone. I could have used my upgrade with that money and got a new phone. So the rep then told me she will try and send me a new phone. The phone came in an apple box but the box and packaging were dusty. I turned on the phone , tried to restore backup. I was confused on the fact that is this a new phone or not? I have never received a new phone that takes time to load apps or freezes or wont restore backup. its not super slow but slower to load apps than my broken phone.So I get on the phone with a rep, I asked her if this is a new phone, she told me no the first 2 were refurbished and they will now finally ship me a 3rd phone and this will be a new one? AND before I could even answer her
she transferred me to enter my cc info. I wasnt done talking. so then I called another rep who said he cant confirm if the phone was new either and then they said well if its in an apple box it should be new and kept yelling at me and told me do you want us to ship another one out or not? I didnt want another phone because of all the trouble I have to go through to restore and backup. NO ONE GAVE ME A DEFINITE ANSWER. So now I called apple and asked them to help me. Apple didnt know if this was a hardware issue or something else but after 2 hours on the phone I was able to restore backup and then when I started to use the phone while scrolling down on msgs it froze. and when clicking on fb it would take time. LONGER THAN A "NEW" phone.
so I called again to ask asurion again to see what I can do and all they want to do is get me off the phone and send me a replacement and all I wanted to know is why is it slow?
I finally spoke with a nice rep who told me this was a new phone but apparently sometimes they can be working like refurbished phones? I dont pay for insurance and pay a deductible of 200$ to get a phone that will get me by. I need a phone that will last and work fast and not make me question the quality for any reason at all.
Everyone had different answers and they dont even know if its new or refurbished. They dont want to answer questions , they just want to keep sending me phones and get me off the phone. Its time consuming to keep activating and backing up these phones and then having to ship it back and wait for another one? at least apple stayed on the phone with me till I got something done. Now they are sending me "new phone number 3" and this time its guaranteed new because apparently even if its new it can have issues.
so confused with them.

Let me start first by saying that I was so scared about how my experience might go with Asurion because I read all of the reviews and it seems that people have had almost nothing but horrible experiences. I was blown out of the water and the service I got was nothing what I expected.

I have had to file two claims with Asurion. The first was for a Galaxy S3 that I had to replace through warranty back in 2013. That in itself was a completely smooth process, I didn't even give it a second thought. I received a refurbished device, exactly the same model and color as my previous one and it worked great and there's nothing more to really say.

My second claim was filed on October 3, 2016. Two days prior to filing, I had dropped my Note 4 and completely shattered the screen. I worked through my options before coming to the conclusion that filing a claim with my mobile insurance would be the best one. Like I said, I filed the claim on October 3rd around 9 AM. The claim was approved instantly and my Note 4 would be replaced by a black Galaxy S7 and I only had to pay 50% of the deductible ($112) since I hadn't had a claim in the preceding 12 months (I have had the Note 4 for almost exactly 2 years). My new device went out via [redacted] Overnight around noon. I received my device at about 3 PM the following day.

I opened the package and noticed it was a refurbished S7, but you would hardly be able to notice because it was gorgeous. It included a new pair of headphones and a new charger. My only issue was that my SIM card from my Note 4 was too big to fit, but I simply went to an [redacted] store and they gave me a new one for free, which took less than 5 minutes. I have had the new phone for 9 days and I absolutely love it. It is a huge step up from my Note 4 (even though the screen is smaller) and it cost less to have the device replaced than getting the screen on my Note 4 replaced.

I have been stressed about how I am going to get my photos and misc data off of the Note 4 before the 10 days is up, which the 10 days is up tomorrow. I have tried many options to no avail. There is one way in particular that I can accomplish this, but I have to order special equipment online, which would take longer than the time I have remaining to get the device back to Asurion. I called customer service and the representative was awesome. He immediately suggested an extension. I asked, "what do I do if I still can't erase the device by the end of the extension?" He said that I can call and they will just give me another extension. I had no idea this was an option and I can't believe that my experience has been so awesome with Asurion. The phone call actually inspired me to write this review.

(Another slightly unrelated perk: [redacted] was running a promotion for a free Gear VR or 256GB SD card with Galaxy S7 purchase. I filed a claim with them and they accepted my Asurion claim as a purchase and I am receiving a free Gear VR from [redacted]!!!)

My suggestion to others that are reading this review: don't be turned away by all the bad reviews! My experience was extremely pleasant and I look forward to working with them again if I ever experience any issues with my device.

This company has been extremely difficult to work with. You pay for their insurance religiously for years and when you need to submit a claim you are asked to jump through hoops and rings of fire before they will even talk to you. I think filing out taxes forms by myself would be easier and less difficult. I was told by Sprint Customer Service (888) 211-4727 you can start the process by calling Asurion at(800) 584-3666; however, this is a lie. You can't do anything over the phone. You actually need access to a computer, scanner and email, or a computer camera and email so multiple documents can be printed scanned and uploaded to their website. Not to mention you need your driver's license, passport, federal ID card or matricula consular card to be scanned and/or photographed so it too can be uploaded with your completed claim form. Asurion is the biggest joke! I've never experienced a company this ridiculous with such poor customer service. I called (800) 584-3666 and the Representative I spoke with repeatedly talked over me and wouldn't let me speak. I would not recommend this company or the products they sell... horrible, just horrible! Revdex.com Accredited Business my foot! Someone needs to reevaluate their status. I'm disgusted with this company.

After being advised by the [redacted] store that the problem with my [redacted] 6 could not be fixed, they suggested that I file a claim for a replacement phone which was done by the store representative in my presence. This was in August of 2016. Once I returned home, an update popped up on my phone. The update completely fixed the problem and my phone was working fine. I immediately called the Asurion company to say that I would not be needing the new phone. I was told it was already in process and I would need to return the new phone when I received it the next day. I was instructed to send it back which I did. I opened the outside package to retrieve the return address label. The box containing the phone was not opened. I was told that I would be charged $99 for the phone, but could expect the refund within 2 billing cycles. Obviously, that has not happened. I have called them every month since then and have gotten the same response, refund in 2 billing cycles. Clearly, my naive thinking that these people would actually do what they say has left me with no real evidence other that my word that I returned the phone. I plan to file a complaint as well.

I lost my phone about a week after purchasing it. Asurion sent me a new phone and due to an it Fedex driver, I never received my phone. I contacted Asurion immediately. I was told that they were sending me out a new phone. Days go by, no email or contact of any kind along with no new phone. I've spent HOURS upon hours of time on the phone with them trying to get a new phone. I just keep getting rerouted to a gentleman named Trevor who returns my phone calls after I leave him about 3 messages. No one there can help me. Apparently there is a hold on my account and they aren't willing to send me out a new phone. I've now been charged $199 on my AT&T account and I still have no phone. I just got this line also so I'm going to be paying AT&T for 2 years for a phone I don't even have. Asurion could not be further from helpful. This Trevor fellow was nothing but rude. Basically said that I was going to have to pay them the deductible without getting a phone. I've contacted Fedex and they have a contract with AT&T stating that if a delivery driver loses a package they aren't responsible for reimbursing that customer. AT&T can't even take the charge off of my account or get Asurion to. I pay for this service every month and no one there can even tell me what is going on!

I too had a negative experience with Glenis at Asurion online chat. I had simple questions about the replacement claims process and received nonsensical and sarcastic answers. I'm aghast at her behavior given some very helpful and pleasant interactions with other Asurion reps.

I honestly don't know how this company is still in business. They made me hate sprint when I have been a supporter and loyal customer of sprint for years despite their higher plan rates, because they had such great customer service. Asurion lies and says that you get your replacement phone through insurance the next day in most cases, yet I've been waiting for a week for them to even process my claim. It's been getting put on hold for absolutely no reason. I have received 2 emails saying I can complete my claim and have the phone shipped, then the second I login it gets put on hold again. How in the world can it get put on hold for review when there isn't anything new to review since all I did was login? Their staff is no help either. All they do is repeat what the emails say. Sprint is going to lose a huge amount of customers, including me unless they drop this company and their awful customer service. I have worked retail, customer service, and in call centers. I always try to give people the benefit of the doubt because I understand that some things are just out of the employees control, but THIS IS A JOKE. This company makes Sprint look awful.

Completing a claim was tedious. I was locked out of the claim when my shipping address wasn't accepted (It didn't recognize a suite number) and presented with a link to chat with a live representative who manually entered the address for me.

When I continued the claim, I was again locked out after correctly answering a series of verification questions and told I had to wait 24 hours for next steps. The next day, I was finally able to complete the claim with no explanation for the holdup.

My phone arrived promptly, but because it was presumably refurbished, broke a few days later. I'm now trying desperately to chat with someone, but, despite live chat being a promoted selling point on their website, that feature is nowhere to be found.