Asurion Insurance Services, Inc.

I submitted a claim for a damaged phone and was told it would be shipped same day since I had called early in the day, and that I would receive a confirmation email. I received an email stating my claim was approved and the phone would be received by Friday. It is Friday and no phone. I called Asurion again and they stated their warehouse was "delayed" and I would not receive my phone for another 2-3 days. Given I run a business I asked for a temporary phone or compensation. They would not help me with either. The agents were kind enough, but that doesn't help me. Very poor processing my claim. I will be a whole week now without a phone, losing business.

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.

I have been paying for Asurion insurance for approximately two years now. About 4 months ago I submitted a claim for an iPhone 6. The process was smooth and the phone was received in a timely manner. Once I received the iPhone I realized I still had Apple Care protection on the phone and could get a replacement phone from Apple for $100 instead of the $300 through Asurion. I called Asurion and they instructed me to return the iPhone back to them in 10 business days and they would refund the $300 back to my AT&T wireless account. This all took place in the first week of July/2016. It is now November 21, 2016 and I have not been refunded the $300 back from Asurion. I have had over 8 phone calls with Asurion, supervisors with Asurion, and also with AT&T, and Asurion over the past two months and Asurion still has not refunded the $300 back to my AT&T account. It seems as though this process is definitely flawed and needs revamping. I'm not sure what else to do. Asurion says it's AT&T not posting the refund and AT&T says it's Asurion not refunding the money. I have been on the phone with supervisors and have been assured of a refund in 10 business days....multiple times....which did not happen. After 5 months it's just getting silly....and all I want is my money back for the phone they have probably already given to someone else to use as a replacement.

What a waste of time and money They are the robots so sorry over and over...........My time is worth more than this. You could have saved me my time. What is wrong with this company? Just hang up? Don't explain anything? I could have spent my waiting time with my grandchildren? Shame on you Thanks for sending jobs outside this country. Shame on you for not caring about us humans that pay you. One more time I am not a robot. I am at your mercy. Have you no heart? No kindness? Do you as a company feel you are fair? Are you just taking money? Have you no conscience? Are you ok with what you make your employees do? Lie? Hang up? I really hope that there is a human in your company? Just for the record I hope that this company has to justify your business practices

When I signed up with [redacted], I bought a [redacted] Pixel, and they offered insurance. It's $11/mo and they cover you in case you drop it, lose it, drop it in water, etc. You're buying peace of mind. $11/mo adds up quickly but sure, it's better than paying $650 for a brand new phone. There was NO MENTION of a deductible, neither in store nor in the website where they advertise "Total Mobile Protection".

2 moths later I drop my phone and the screen has a small crack that renders the screen black and unusable. I go into the [redacted] store but they tell me the insurance is through a 3rd party, Asurion, so I have to file a claim with them online or over the phone. I go online to file a claim and only then do I learn that there's a $199 deductible. $199?!? [redacted] partners with an authorized repair store called [redacted] and they'll replace the whole screen and LCD display for $129, parts and labor included. Why have I been paying $11 per month if you're going to charge me almost twice as much as the authorized repair costs, AND give me someone else's used phone afterward?!?

I want all of the money I've paid in premiums back. I'm telling everyone I know to avoid phone insurance plans like the plague. All major phone networks -- [redacted] and [redacted] -- all offer insurance exclusively through Asurion.

My Droid Turbo 2 was stolen asurion replaced it promptly, I dropped the phone 3' & the screen cracked,I went to Verizon to see why a supposed unbreakable screen cracked .The salesperson told me the phone was a plain droid,thus the screen was prone to break w/ a drop. If asurion had correctly sent the turbo2 , no issue,but since the P.O.S. broke I was forced to pay the full $149 co pay again. verizon tried to resolve or adjust my situation w/ asurion but w/ no luck.I guess stupid can not be fixed.I'm far from done with them I don't take no for an answer when right.

I have purchased an IPhone at AT&T store which was approx. $450 and I have been making payments on it monthly. I also purchased insurance on it with Asurion through the AT&T.I dropped my phone and broke the glass. Phone was still functioning fine.AT&T told me to call their insurance company Asurion.I have called them and asked them if they would fix the glass.Asurion company said they will upgrade my phone instead and they would send me S5 IPhone. I've told them that I was happy with my phone and I did not have any intention to change my phone. However they insist that they would send me a new phone and upgrade it. I accepted their offer. I had a major problem with the IPhone they have sent to me.The battery of the phone would die within 30 minutes when I unplugged it from its charger.AT&T asked me to take it to Apple store in Walnut creek Ca,store.After waiting 6 hours in the line, finally they checked my phone . Apple store said it was not an Apple IPhone; it looked like an Apple IPhone but inside parts was completely different. I went back to nearby AT&T store, the store manager walked to the Apple store with me and talked to the Apple store manager himself. So, IPhone was fake. I ended up buying a new phone, traded in the fake phone, there was no way I would deal with Asurion insurance company again.Asurion company gives fake Iphones to their customers.They said they would send me another one ,I had to refuse their offer. They charged me deductible .How can they give fake Apple IPhone to their customers and get away with it? Why would I pay hundreds of dollars for a made in china fake phone that does not even work? Each time I've called the Customer service of Asurion insurance company, they argued with me in an unprofessional manner, they hung up the phone on my face several times. AT&T is faulty as well as Asurion insurance for using this insurance company.

IF YOU CAN AVOID USING THIS COMPANY, DO SO! Do NOT expect a good experience when dealing with Asurion. For me, their claim system failed half way through the process requiring me to call their customer service department and wait for them to answer. They were nice enough to e-mail me the paper work required. After completing the claim and uploading the documents, I received a message that they will be shipping me the wrong color phone. I started a chat with the folks at Asurion to see if they could correct the issue and their response was no. I asked if they could correct their records for possible future claims and their response was no. Then after that, the customer "service" rep asked me if they could help me any further and immediately disconnected the chat. I was in the process of typing a request to speak to a manager when the chat was disconnected.

i've had Verizon 21 years. Today I get a notice there were changes in my Insurance via this Asurion. Oh really? I didn't make any change. I called Verizon and
Asurian (Not ASSURED at all!! ) and they canceled my 5.00 month and changed it to 10.00.

NO NOTICE (like most professional companies do 30 days in advance).
I said I NEVER signed a contract or sigened anything to give my approval of increase. So the Verizon Gal and I called Asurion together and they said EVERYONE got an increase. So my friend was here and she said she didn't get one from 5. to 10. So then the ASSurian lady said it's done in blocks. OH REALLY. OH BS. If it's for all then ALL get charged at once. Again, this is a one sided
contract. I DID NOT APPROVE of this. They just did it! So I told her I was going to
check into this with Verizon upper levels and would probably cancel if I didn't get anywhere. So then Verizon tells me they can give it to me for 7.15. WELL then why didn't the ASSurion lady tell me this? Verizon lady said, well, she told me they could do 7.15 and not sure why they didn't tell you. I said 'Why, Ms. Verizon did you not interupt her and say this?' What a crappy company Verizon is contracted with.
I'm going to call up Verizon now and tell them they have a 92% disapproval rate
as well as out of 50 posts, one was positve (probably from a Asurion Rep), one was neutral and 48 NEGATIVE. WHOA. BAD UNETHICAL COMPANY. Typical
Rip Off Insurance Company.

They are terrible customer service people! You get 10 stories from each diff rep you speak to and then they still can't help you! I hate them

After selecting the box checked "MY DEVICE DOES NOT FUNCTION PROPERLY" they sent me to a dead end screen and told me my device DOES work properly and they denied ANY claim. How can they have an A+ rating with thousands of complaints online and 10x's the negatives as positives on Revdex.com.org??

I have been a Verizon Wireless customer for over 10 years now. My experience with Assurion has for the most part been less than favorable. If they are not denying to fill a claim to replace an insured device, by claiming that the device has no coverage, (even after Verizon confirms coverage on all my lines of service), they have me jumping through hoops verifying my identity by downloading and uploading completed sworn Affidavit & Proof and Loss Statement only to let me know that my claim will be reviewed and I will be contacted by email within the next 24 hours to let me know if my claim has been approved. ??? Why all the downloading and uploading. smdh!

I have used the Asurion company before to replace a broken cell phone and have always found the service to be reliable.
My TV recently broke and because I am military overseas, the manufacturer would not help me at all. Asurion is extremely military friendly and has a great claim process. I easily called and was able to get money back to purchase a new TV. I will definitely continue to purchase their extended warranties on any large purchases.

Don't believe all the negative reviews. The internet is full of them since most people having great experiences don't necessarily take the time to write about them. Every company has unhappy customers and they can't make everyone happy all the time. I am not sure what everyone is complaining about but this company has been absolutely wonderful in handling my claim. I received my replacement phone within 2 days (BRAND NEW IPHONE) and have not had one problem with customer service. I had a problem with removing the old phone from icloud and was in contact with this company on 3 separate occasions. They have been nothing but helpful and courteous. I would absolutely recommend Asurion to anyone looking for phone insurance.

I have had insurance on my phone since I've had it for 12 years now and every time I've made a claim I have always been able to pick it up the same day it's delivered because I work and can't sign for it. But this time I can't which now puts me without a phone for five days now even though they claim to have next day delivery. When I called customer service to see what the issue was I was constantly transferred back-and-forth never getting a clear answer or anyone who even remotely cared to help me resolve the issue. What was even worse is the supervisor made it out to be my fault for not understanding their policies. where has good customer service gone? But since there are no other real competitors for cell phone insurance I guess I will have to deal with it which is obviously something they know since they are unwilling to work with their customers.

If you have this insurance it is worthless. You should drop it immediately. I have a damaged galaxy 5 note and they want to replace it with an S7 how is that compatible. What a waste of money. On top of everything else there staff is incompetent not very helpful. I tried to cancel the claim within just a few hours because they couldn't provide me with a compatible (and possibly a used phone replacement) and they wouldn't do it. They stated they would still ship it and then I could return it for a credit.

Increase rates for deductible went from $4-$11 for service they send the customer poor product and no one is monitoring what they are doing complete scam artist!!!!

TOTAL waste of money! VERY misleading! My phone slipped out of my pocket as I was running across a 4 lane road, and got run over. Even though "accidental screen crack" is covered, mine is not because the car's insurance should cover it. The car was going probably 60, and of course it didn't stop. What a joke. I've had a cell phone for over 20 years, and this was my first attempt at a claim. Will not waste my money on this useless plan again!

In December of 2016 my daughter had damaged her [redacted] 6 that was insured through Asurian. I filed a complaint and received a new phone with in a day. I drove 25 miles to the [redacted] store to ensure the [redacted] and other settings were removed from the phone since they said I would be charged almost 800.00 if it wasn't. I paid the store 10.00 for this. I also purchased a new screen protector and had the store install it. It was 39.99 plus tax.
Shortly after the new phone was activated it said it was searching for a network and would not receive or send call and texts. I took it back to the store and had them reset it. It worked for about a day or two and started the same thing. I called [redacted] tech support and spent over an hour and a half trying to fix the problem. The nest day the phone did the same thing.
That night while at work I called asurian and was placed on hold. After 10 minutes of intermittent static music I hung up.
On 01/19/2017 I was able to make contact with Asurian. I was told they would send out another phone which I wanted to ensure I would not be charged for. The tech said I would not be charged but wanted a CC number in case I did not send the old phone back. I then asked if they would be willing to send a screen protector since I just had it put on the new phone. The tech said I would have to eat that cost. It was their brand new phone that messed up and I was not happy with the answer so I asked to speak to her supervisor.
I was placed on hold again and [redacted] was the supervisor that I spoke with. I told her I have probably 4 hours in the phone talking to tech support, two 25 mile trips to the [redacted] store, and the 40.00 screen protector that now would be useless and could not be switched to the replacement phone.
[redacted] informed me that she would send out a 40.00 gift card for the replacement screen protector. She said I would receive the new replacement phone in a day.
I realize that bad products happen. I hope the replacement replacement phone works or I will change my rating. I don't feel I should have asked to speak with a supervisor but after doing so my concerns were mostly met. The biggest issue I have now is....... that while on the phone holding they had music that was static and cutting in and out.
If the 2cd replacement does not work I will be back to change the rating. I hope this gives you all a little insight.

I have had to send my ring for repair 3 times since May 2015. The ring has been in repair longer than it has been in my possession and each representative gave me a different reason or excuse every time I called. The first time was for a large stone falling out, the second was because they returned my "repaired" ring with a BLACK stone, and the third time was for multiple stones falling out. After the third time I was told on the 4th repair that I could be refunded and when I called for a progress update I was told that I would not be allowed a refund on jewelry. I never received the requested updates I asked for and my asurion account was never updated with the various claims. My ring currently has a grey-tinted stone in it and I don't even want to send it back because it takes nearly a month every time! I am extremely unsatisfied with Asurion's processes, customer service, policies, and repair time. And I am STILL waiting for a copy of the jewelry policy to be mailed to me, it's been 2 weeks. I would not recommend this service to anyone, ever.