Asurion Insurance Services, Inc.

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.

I ordered a replacement phone on Sept 27,2014. As of Nov 3,2014 I still have no phone. I went to [redacted] to see about my replaent phone and they had me call This company and figure out what was going on. Asurion said someone signed for the phone and it was left at my front door on oct 14,2014. I did not sign for it. And I did not athorize anyone other then me to sign for. How does someone sign for the phone then leave it at the front door?! They agreed to send a new phone again but not to my address or to the [redacted] store ( Asurion is the insurance company for [redacted] Was given no explination as to why they cannot sent to the [redacted] store! The nearest family I have is 6 1/2 hours away in Atlanta and I have to now drive to get this phone (13hours total)

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.

This is the worst company I have ever been forced to work with. The only reason that I am working with this company is because of my phone company [redacted] using this company to insure devices. In essence your device is not what is insured, your account is what is insured. My sister had an [redacted] account with a phone for my daughter and paid to insure the device. I had the account transferred to my [redacted] account and continued to pay for insurance. My daughters phone began to malfunction so I decided to file a claim with Asurion. I was told by [redacted] that your deductable decreases every 6 months and she had been paying the insurance for 2 years. That would mean that the deductable should have been $99 to have the phone repaired but Asurion did not want to honor the devices insurance period, I was still charged $199 to have the phone repaired as if I had just insured a 2 year old phone. The phone is an IPhone 6 the new IPhone 7 comes out in 2 weeks! It is counterproductive to pay $199 for a out of style phone. Aurion is the worst! When I called the company the representative Andrew was very nasty and unprofessional and seemed very disturbed when I said that I would file a complaint with the Revdex.com. He sent me back through the process where I had to start over and wait for another representative to complete my transaction.

Got a replacement device that does not work and now I have to be without a phone for 5-7 business days, until the phone I sent back gets there, to receive a replacement for the replacement. The number I leave for this review will not be working until I receive a working device.

I filed a claim with a representative on a Saturday and was told my phone would arrive that following Monday. I waited all day and no phone. Called on Tuesday morning and the rep said the claim was never filed and filed one saying my phone would now not get to me until Thursday. Asked to speak to a supervisor to find out why my claim wasn't filed the first time, especially since I got an email confirmation saying it was. Rep didn't want to transfer me but finally did after many attempts to request a supervisor. Supervisor never apologized and never gave a reason as to why it was never filed. She offered to send me a $20 VISA gift card for the trouble and I agreed. She also said she would be following up with me to make sure I got the phone and the gift card. This was over 2 months ago and still no gift card or follow up. Husbands phone accidentally fell and broke today and he called in a claim. Rep said she can't file claim for 24 hours and would get back to him. He requested to talk to a supervisor to discuss the prior claim and the gift card and she refused. She ended up hanging up on him because he kept asking to speak to a supervisor. She said they are not allowed to give out gift cards and when he asked if he was lied to she said she cannot confirm that. HORRIBLE customer service both times we have filed a claim. We have had cell phones for over 15 years and this is the first time we have ever filed a claim. Just so happened both phones broke within a couple months of each other. A company who takes your money monthly and then still asks for a $100 deductible should at least be willing to get you a new phone in a timely manner without hassel. As soon as we get the new phone we will be canceling the insurance and telling all our family and friends about the service we received.

First off I had been paying into my insurance on my phone through Asurion for almost 2 years. We added a couple other lines to the insurance which changed it automatically to a multi device insurance plan that updated a new coverage date... this is where the nightmare starts.

My phones battery is going caput and they are unwilling to give me my due discount because the insurance coverage automatically updated the date and not honoring my prior 2 year coverage with them.They were unwilling to help lower my deductible and instead of charging me $100 charged me $200 even though I had paid into my insurance plan for years, even [redacted] tried to help explain the issue with them and they would not help. To make matters worse they are unable to replace my GOLD iPhone they only have silver and gray (spoke with Supervisor [redacted]). [redacted] suggested leaving my claim open for 2 months and check back for my color- thing is I need a WORKING phone cant wait 2 months. [redacted] was able to get me a gold phone in a newer model which I was happy with. I am still out the $100 though.

This company sends you the worst replacement phones ever. I am currently about to send back my third phone to them because all the phones they have been sending me have all been defective. This is extremely inconvenient and is a huge time waster.

My first horrible experience was when my phone had sustained some water damage. The claim had been denied more than once for no good reason. After I called to try and clarify why the claim was denied, they approved the claim and said a new phone was being shipped. Then after several more days, they contacted me to say the phone was on back order and it was a "high demand" phone, I again called to complain, at this point it had been 2 weeks with since initial claim was filed, and still didn't have a replacement phone. While on the phone with rep explaining to me that the iPhone 6s was on backorder, a phone had miraculously turned up and was being shipped.
Second unfortunate encounter was when I lost my phone. I did not report phone lost to AT&T, for a few days while I thought I would look for the phone. Since the I recorded the information on their form as being lost one day and reported to AT&T on another day, Asurion denied the claim again. Just because I took a couple days to try and find the phone so I wouldn't have to file a claim. Any phone encounter, their customer service reps are rude, talk in circles, offer no clear answers, and really show no clear indication that their customers mean squat to them. They are more than happy to take your premiums, but making a claim all the way through to receiving a new phone, the are exceptionally proficient in making difficult. I'd rather have teeth pulled sans anesthesia. Probably the worst customer service I have ever been forced to deal with. Congrats Asurion, you're worse than [redacted].

I've had my original HTC DNA with Verizon for almost the full 2 year contract until I dropped it and the screen cracked. I filed a claim through Asurion and received a new phone with $100 deductible. I've had the phone for a couple days and noticed it was different then my last. The back of the phone would slightly snap on and off not that much of a big deal. Then came more, the headphone jack started malfunctioning along with the top and side buttons. The phone was obviously refurbished and a piece of crap. I called to tell what was going on and to receive a phone that actually worked correctly. I spoke to a representative named [redacted] (who refused to give me his last name) only to find out that I must file a new claim and pay another $100 deductible. This was the worst customer service I've ever had. Now I'm stuck with a p.o.s phone that Asurion sent me. I payed for this dam insurance I expect a working phone!

My Galaxy Note 4 was ruined do to a work related incident, and my phone carrier (Sprint), told me I needed to file a claim. I filed the claim, and the rep from Asurion stated that my claim had been excepted, and my replacement phone would be shipped out that day, received the next day. My phone is crucial for my job. I received an email stating my phone is being ready to be shipped, and that I will get the tracking info shortly. The next day I had to call Asurion to find out where the phone is, only to be told it is on back-order. No one even bothered to reach out and tell me. Of course I was upset, and was further told that if I wanted that phone "Well you are just going to have to wait." Unbelievable. Who tells the customer this? That was on a Wed. I received an email on Friday stating it was getting ready to be shipped again. 30 minutes later, I received an email stating it was again on back-order. This has to be the worst company I have ever dealt with. Now, I still don't have my phone, and I'm being told "who knows" when I will receive it.

Last phone they gave us to replace a phone with a damaged screen had a bulging battery that the Apple Store said should have never been given to anyone. The Apple employee looked at the screen and immediately noted the dangerous defect. We went in 1 week after getting the phone from Assurion because it was turning off randomly and losing power in 1 hour. Then another cracked screen- set up an appointment for repair. No one showed to fix our phone - sent an email stating they couldn't find us. Next appointment was 5 days later when it's supposed to be fixed in 24 hours. No compensation for our time spent waiting for repairman that did not show. Not impressed with our "insurance" for our phones that AT&T is offering their customers.

This has got to be the hands down the worst experience I have ever had with a service driven company. I have paid them every month to use their service, but yet when it comes time for my replacement when I really need one- THEY CAN'T HELP ME. Its been over a week, and the phone is still on back order. I GET that it's an Apple issue, but if you are service driven company you should plans in place to provide SERVICE to you clients. SEND ME A LONER PHONE, or CHANGE THE MODEL, that's a start. I mean h[redacted] you're sending me a brand new $800 phone, put me in something less expensive, or even offer it. Can you do that? Did you do that? NO. I'm dropping this coverage as soon as I can. There are options out there... Lastly, How can the Revdex.com give this company an A+ rating??? That's a joke, this company has over 2000 reviews with 86% of that being NEGATIVE... EPIC FAIL on Asurion and the Revdex.com.

I dropped my I-phone 6 and shattered the screen, have been paying for "Insurance" through Asurion for years. Claim was "approved" right away, that was 8/24/16. Was told today (8/29/16) that my replacement phone is on "backorder" and will be further delayed. I guess they didn't have to wait for my monthly premiums to be paid on time, every month for all 6 devices for my business. Awful company to work with! Stay away & buy coverage through your local insurance company, just request a personal articles policy with no deductible, you'll get a much better price and much better service!

Several years ago I dealt with Asurion for phone replacement of a smartphone. It took 2-3 days to receive the first replacement, which was a refurbished phone. Not pleased it took so long to receive as everyone is attached to their smartphone, but it is what it is. The phone received was not fully functioning and had issues immediately. It took another 2-3 days to agree to replace the phone without paying the replacement cost, 2 more days to convince them it needs to be a new phone as I can't afford to have a broken phone again and 2-3 weeks to receive the phone itself.
Now I'm forced to deal with this dreadful company again for my washing machine. Only one year old and I've filed two claims, first was three separate parts needed to be replaced. Took 2-3 days for a service provider to come look at the machine and 2-3 days for the repairs to be accomplished. Then learned of a recall on a part for the machine, which was unrelated to the other three parts. As soon as the machine is repaired, the transmission (a part the repair folks did not touch) has gone out and it also shows an error code related to a separate part from all the other broken parts. Called Asurion to file a claim, filed the claim, waited 48 hours and called Asurion back to learn they had no record of the previous call. Filed the claim again and have been waiting 8+ days for a part to be received. Requested a replacement machine and was told I needed to file 4 claims before they would replace the machine and they were only giving me credit for 3 claims including the recall.
Sick of dealing with this company, but apparently they are everywhere. If you are able to find an insurance company that isn't owned by Asurion, stick with them.

Poor poor poor customer service. Three day shipping turned into 7 days. I ordered a rose gold phone and got a different color. Also the process to file my claim was extremely stressful. I personally would not recommend this insurance company to anyone.

On 3/8/2016 I called to place a claim my phone fell out and required a new one, I don't use insurance at all. The representative was so sweet but yet did not know anything, any questions such as simple as the cut off time to get a phone the next day to submit a claim that required a signature, she had to place me on hold for two minutes to find the answer. I was on the phone for over 1 hours then came to a computer to do it. Then told me she could not help me that I had to go online to do it all. I do all my shopping online and will continue to do it as I learned today that soon she will soon not have a job. They are driving us all to the internet because we can use our brains to look up information and help ourselves better than a representative that works for a company and gets paid to represent them but yet does not know their information.

Rude customer service agents and very confrontational. Also it takes to long to receive your refund.

This company is the most dishonest company I have worked with. We called to make a claim on our phone, the representative that helped us told us we would be charged $100 on our next bill. We agreed to the $100, once we got the phone and looked at our bill we were charged $199. After calling the company and speaking with three different agents this is my fault that I should have know that we did not qualify. I would highly recommend not doing business with this company, as they do not give accurate information and do not care that their employees give incorrect information.

To begin with, I am a business OWNER. Without my cell phone, my business slows. The phone broke on September 20th 2014, and I called the same night to place a claim. I was put on hold 3 different times, when finally, I spoke to a live person. That person told me my iphone 5s was on "backorder", and that they had no idea when it would ship, let alone ARRIVE at their shipping facility. Unsatisfied with this answer I hung up and tried again the next morning through their website. (http://phoneclaim.com/html/att/index) When entering my phone number and 4 digit social security, SOMEONE ELSES' PHONE CLAIM POPS UP FROM 2012!!!!!!!!! with a different mans name, and a different device altogether! Are you freaking kidding me? this is MY cellphone, MY phone number.. why haven't their computer systems been updated!!! BECAUSE NOW, THEIR WEBSITE IS TELLING ME MY PHONE HAS SHIPPED when in fact, it HAS NOT. ok..... so now im sure u realize how INFURIATED I am with not only ATT, BUT WITH ASURION AS WELL! 7 days pass, it is current;y 11:15 on Monday September 29th and I have absolutely had it. I called Asurion and was placed on hold once this morning. FINALLY, I spoke with a female who actually took the time to listen to my pissed off rant. she responded with kindness and diligence. SHE IS THE ONLY REASON I AM NOT FILING A LAWSUIT WITH THE Revdex.com AGAINST THIS COMPANY FOR THEIR GROSLY MISHANDLING OF CUSTOMER SERVICE. I didn't get the ladies name, but she helped me move my claim along and actually fixed the problem that has been plaguing me for 7 days. Thank you female on the phone, for actually understanding the value of customer service. but screw u ASURION, for your lack of care and support to BUSINESS owners who rely on you to keep technology flowing. if this phone breaks, I will no longer be enrolled in Asurion, as a matter of fact, I will leave att and Asurion all together. better pray my phone gets here in IMMACULATE CONDITION, & IN A TIMELY FASHION or I WILL leave yet ANOTHER NEGATIVE REVIEW on this website.

- SINCERELY, a very pissed off saurian customer.