Asurion Insurance Services, Inc.

I do not recommend Asurion to anyone. I had a Samsung s5 with insurance. I dropped the phone and the screen went black. I called Asurion and paid the $200 deductible to get a replacement device. which I knew would be new or refurbished. So when I got the replacement phone it comes with the battery out and the back off. When I went to put the battery in I noticed the water damage strip was pink, so I called Asurion because the replacement phone comes with a 1 year warranty but I figured because it was water damage the warranty would be voided. I spoke with a women who told me I was in fact right my warranty would be no more good even though they sent me the phone like that. So they did sent me a new one but it happened 3 times! 3 times they sent me a water damaged phone and started blaming us. they did eventually give us a refund but I was stuck without a phone, they are a scam

I dropped my phone and filed a claim on 9/3 to replace it. I've been paying for this insurance for 2years and have never needed to use it. I was told by the rep that a new iPhone 6s Plus 128GB would be to me by Wednesday at the latest. On Tuesday I was told via email that it's still on backorder. I called and was told back orders usually only last 24-48 hours and I'd likely have it by Friday. I called again yesterday since it was still on back order and was told 3-5 days. Today I received yet another email that it was on back order and was told 3-5 days again but that they really don't know and I have as much information as they do??!!. One rep also said 7-10 days. iPhone 6s Plus is in stock EVERYWHERE but with Asurion, apparently they are waiting until they can send a refurb to me instead of forking over the cash that I've paid them and giving me a replacement. I've been nearly a week with a shattered phone and no one can give me any discernible idea when my phone will be shipped. I can't believe insurance for something vital to my business thinks it's acceptable to leave their customers without a phone for weeks on end! I am appalled. And between the $300 they make off me and what they can resell my broken phone for they could afford to actually give me a brand new phone but instead I'm stuck without one while they wait for a broken one to come in and refurb. This is not insurance, this is a scam!

Asurion gave my daughter such a run around about getting her phone replaced that she went and spent only a few dollars more for a new phone. It was over two - three weeks and they kept saying the same thing, 24 business hours, which is three days their time. Never had such terrible customer service. The phone is under my name and now my other daughter lost her phone and here we go again. 5 days so far and still have not gotten a new phone approved and this is a lease phone!

Well, the screen on my phone cracked. Contacted Asurion to file a claim, they (asurion) mailed me a prepaid package. Sent my phone in the package they provided. 16 days later and a phone call to their "customer service" center, I still have no phone. Even though they say it takes 3-5 days to fix and return. A joke of a company if I do say so myself.

I went through the claim process to replace a phone. In the agreement, I was to return my damaged phone in an envelope provided by Asurion or I would be charged $400. When I received my replacement phone, there wasn't an envelope provided. I contacted Asurion to let them know. Asurion told me they would send out a replacement envelope. Nothing arrived and I was charged $400. When I called to talk to someone about being charged, they were not helpful and said I would not be able to start the refund process until my device was returned. Asurion explained they would send out another envelope in one to two business days. After I protested, they said they could email me a label and I can ship it back that way. They said I should see the email within 24 hours. I feel that I did my due diligence to get in touch with them and received zero courtesy or help from them. I am doubtful I will see my money back. Poor track record up to this pint. Really feel like I'm getting taken advantage of. I will not use their service again or recommend it to anyone.

Completely disappointed with this Asurion and AT&T for using such a poor service. I have been paying for their insurance for years, and recently washed my phone and had to make a claim. Rather than simply being able to walk into the store and get a new phone, you are required to submit a claim, which takes 24-28 hours to process, then they mail you a refurbished phone. Essentially their process results in not having a phone for four days. Completely unacceptable especially when I use my cell phone for business. What a waste of time and money. Extremely disappointed in AT&T and this second rate insurance company.

Very rude online customer service by Glenis. I was visibly upset with not having received my new iPhone replacement and she was very short with me. In the end she totally disconnected with me and cancelled our transaction without any warning. Not asking if there was anything else. She also made a snide remark saying "it was a pleasure". Since this was online she should have thicker skin being that I was upset. One comment would have calmed me down, but nothing. Not a pleasant experience.

I was preparing a complete story of my problems with Asurion in getting a replacement tablet, but it got extremely large since it took three weeks. Many of the problems previously discussed between the Revdex.com and Mr. M[redacted] of Asurion i.e., nothing said about tiers, deductible or refurbished items until after you have signed up, still exist and were a surprise to me. Mr. M[redacted] had asked to have consumers to call him before filing a Revdex.com complaint. I called on Friday, July 1 which was the end of the second week after starting a claim. I left a voice mail and, since the following Monday was a holiday, I received a call the following Tuesday. I needed to call the representative back after I obtained some information, but the phone number was listed as invalid. After talking to various people, I reached Patrice. She was very helpful through all the following problems. She managed to contact the individual who was to send out the email I should have received last Friday, Laurel. She tried to send it at 12:36 but I didn't receive it due to email problems. She tried again but got a failed message alert so she told me over the phone what they were. Later in the afternoon I finally received the two emails which gave me two hardware options but did not indicate the previously mentioned buyout. The email contained a username and password to access the options. It also contained the following, "Please review your options carefully and select a replacement within 48 hours to guarantee your selection". The replacements were very reasonable and one was actually an upgrade and I planned to accept it. Since the keyboard was not included and I would have to buy another one and I was also thinking about a different brand, I wanted to check what the buyout was. Since it did not say anything about a buyout, I called and asked Laurel about it. She said she had to contact someone else to get that. She then "closed the file" and sent the information to whoever and told me I would receive a call. I asked if I would actually get a call or was it to be another email in 48 hours. She said, it would be a call. Since I never got a call that day, Tuesday, I called the next day and was transferred to at least two different people and eventually got back to Patrice. She gave me a probable buyout price and, although it seemed reasonable, it wasn't large enough for me to change to a different product. Patrice sent me back to Laurel. Please note that all I wanted was to find out was what the buyout was, never did I say that I wanted a check. When I got back to Laurel, I was surprised to find that "closed the file" meant that despite it was only a little over 12 hours, not 24, I no longer had the guarantee of my selection. Again, all I wanted was to find out what the buyout number was and now the Pro 4 I was offered had half the memory and half the storage as the previous offer and the other was a Pro 3 which I was told was no longer manufactured. By the way, the second initial option was a refurbished no longer manufactured [redacted]. My initial contact of Monday June 20 took four hours, I got disconnected three times and I talked to 12 different representatives from different departments before I was told I would receive an email with an affidavit to return along with a photo ID, serial number, etc. That was the beginning of several phone calls, emails and discussions with at least another dozen representatives. I accepted the buyout, received it today and was planning on putting additional money with it to purchase a replacement Surface Pro 4. However, surprise! Not really, the check was $49.95 less than the email I received stating the value of the check I would be getting. I returned the check to Ms. Christy, listed by the Revdex.com to be the president, and told her to close the claim. I was tired of all the run around and wanted nothing more to do with Asurion. I decided to write this review in the hope that others might be prepared if they place a claim and since Asurion appears to average over thirteen complaints a week (687 in 12 months according to the Revdex.com) it would appear useless to file a complaint.

I have been a loyal customer of [redacted] Wireless for a long time and have always had insurance on my cell phones. I had to make a claim with Asurion before with no problems (1 time in almost 5 years). However, this time was completely different. I was transferred several times between Asurion and [redacted] Reps, told I was basically lying, that I didn't have insurance at all (yet shows on the bill at $11) and told I had to file an Affidavit (which is not one at all due to not having to be notarized). After almost 3 days, several phone calls, and today being on the phone for almost an hour; I am finally getting my Samsung Note 4 replaced after it simply fell into a pool. This company used to have excellent customer service but this was the most "piss poor" customer service experience I have every had. Asurion's customer service almost caused [redacted] Wireless to lose a long term customer (10+ years).

FILED A CLAIM 12/10/16 BOUGHT A CELL PHONE INSURANCE THRU ASURION BY [redacted]CAREPLAN/ MY CELL PHONE BROKE @ CHARGER CONNECTION. NO REIMBURSEMENT RECEIVED YET & IT'S 1/4/2017. THE LEFT HAND DOES NOT KNOW WHAT THE RIGHT HAND IS DOING! NO REIMBURSEMENT RECEIVED YET..THEY KEEP SAYING THEIR EMAIL ERROR(MINE IS CLEAR) OR WE HAVE TO RESTART REQUEST AGAIN. PATHETIC! ITS BEEN ONE EXCUSE AFTER ANOTHER! I WOULD NOT RECOMMEND INSURANCE. NO ONE SHOULD HAVE TO GO THIS ORDEAL!!! I JUST NEED MY REIMBURSEMENT TO REPLACE MY PHONE THAT BROKE...

As per Asurion customer care, they randomly pick phone from a bin and ship it when someone files a claim. When they say they can't guarantee a new phone, what actually is means that be assured , they will be sending a refurbished phone. Oh yeah, probably they decide who get a new phone by lucky draw because as customer care says they don't have any policy on when to ship a new phone and when a refurbished one. So to get a new phone either you need to be they lucky one or they guy who will pick the phone from "bin" should be in awesome mood.

I bought a washing machine from [redacted] and decided to buy the warranty at the time of purchase. I thought I was buying it from [redacted], but found out it was through Asurion. I have had to use my warranty 3 times now and this last time has been a night mare. Im on day 33 with out a washing machine and always told you will have to wait for someone to call you in 2 days...Only to be told the same thing your part is on back order. Customer service is awful! If I could stop every individual from buying from this company I would. I even wrote to the CEO of [redacted]. I recieved a phone call and parts quickly after placing the email. One part was broke the other was the wrong part. I had to make the dreaded call back to Asurion to let them know. Today I got to speak with a rude lady from there who told me I would have to wait it out while they ordered the part again. So dissatisfied. Tired of going to the laundry mat and tired of dealing with ASURIAN. I don't understand how this place is even in business or how they have a A+ rating. At some point or maybe years you would think they would replace the product or give me my money back. I am beginning to think they are waiting for my warranty to expire.

Love the new online claim process. Much easier and faster. I have been a asurion customer ([redacted]) for several years. I have 5 phones and have had multiple claims and all were covered. Great job !!!!!

HORRIBLE, You think that since your paying for insurance each month on you phone or device that when it finally came time to make your FIRST claim the deductible would be much more reasonable. But nope, of course not it's $200 to get a replacement phone, all the long I had this insurance on my phone's for about a year and a half and I never once was notified even when we were in store getting phones activated was told our deductible for our insurance claims. I understand there are deductible's with every insurance company but the lady I was chatting with said "Deductible's can go up at any time" That's incorrect, my car insurance deductible did not go up last month when I totaled my car. I will be cancelling my subscription with this insurance company as they are not getting $200 out of me, just comes to show that all insurance companies are a huge scam.

I've had Asurion insurance on my account for a few years, never needed a replacement until 3 months ago and this month as well due to a defect in the device sent to me 3 months ago. So Asurion has been billing my [redacted] account $10-15 a month for 3 years with no claims from me at all. FREE MONEY is what I consider it to be. What Asurion don't tell u is that THEY ONLY PROVIDE 2 CLAIMS NO MATTER WHAT IN A YEAR'S TIME. So if u make 2 claims, no matter if u lose your phone or have a defect in the phone they sent u previously, they're dropping you. And guess what... You can't get the insurance ANYMORE on that device. U have to purchase a brand new phone from your carrier in order to get the insurance again. So basically it's 2 claims per phone, but to cover it up, they say "2 claims per year" WHAT A JOKE! They send u refurbished piece of junk phones to replace the one u paid $900 for but still charge you every month and a $200 deductible. Asurion is a scam

I filed a claim for both damaged phones. I pay monthly for the price of the phone as well as the insurance. when I filed the claim they told me I would have to pay 175.00 for each phone which I did. I explained that the phones were in fragments and were unrecognizable. I sent back the phones and 2 months later Asurion INSURANCE INC. is trying to charge me over 400.00 dollars for each phone claiming they did not get the phones in the mail. This is fraud!!!! I was honest and told them they were damaged and sent back the pieces. They are trying to make me pay for the entire phone? so why am I paying for insurance? This is egregious!!! I will never use this company again!!! EVERRRRRRRRR!!!!!! Scam artists!!!!! rip off! FRAUD! FRAUD! FRAUD

I've paid full price for a phone from Verizon Wireless (LG G2). I've been paying for insurance for years and this is the second time I've ever had to submit a claim. I was notified that the phone phone I paid in full for was not available, I was offered a phone of lessor value and noted to pay one hundred dollar deductible. I've been a loyal paying customer for all these years and for what? A phone on back order, a suggested phone of lessor value, a deductible after paying for nothing for years. I also tried asking for a temporary phone as I need it for work and was not assisted at all. I feel scammed.

I lost my phone and called Asurion to have it replaced. The phone service adviced that if I used the online service it would be faster. I went online and had to go through this vigorous process just to begin to file a claim where I was asked the color of my first car, the street address of where I lived like 15 years ago, my social security, my phone number. Then when it was time to file the claim they also asked for a copy of my driving license, a proof of purchase of the phone (which I had for a year), and a "affidavit" of how the phone was lost.!!!!!! Goshhh!!! Why not ask for all of that when I pay my bill also!!! Why make it so complicated to replace a phone!!!!!! We pay you to replace a phone, DO IT!!! You asked me for an email account to file a claim, why reply to an email that was on file from God knows when?!!!! Asked me to upload my ID and affidavit, I uploaded using the same format through your website, but for some odd reason you only got the i.d. and not the affidavit, not once, but twice!!!! Also your service reps (Ryan #[redacted]) are so incompetent!!! Finally after 3 days trying to get a my phone replaced, I was able to get some help thanks to Greg #[redacted]. Sad that it took to for a higher level manager to get a simple job done.

I file a claim to repair two separate hoses on my vacuum cleaner they replace the 1st hose with a used one and never replace or repaire the second hose also when the vacuum was shipped back to me it was much weaker then I ship it to them!!! They promised me they will reimburse me for the box that UPS Store sell it to me but they never reimbursed me they claim it was a mistake.

It started out very positive until it came down to the quality of the product they had sent me. I tried to handle this on their web site but both reply portals I tried seemed not to respond to the send icon.
The first replacement had several issues worst of which was the battery life. The lower the battery level the hotter the phone would get. Too hot to hold in my hand. sine the web site would not take my feedback I will do it here.

The defective Asurian phone is in my mail box now. I will try again in a few days to get the new defective replacement you sent to me replaced again. I am not excited to have to go out of town for a few days and have to rely on a defective phone. Please listen to the 2 times I called today as your first girl was illogical about the problem as I explained it. The second girl insisted on talking over me even though politely she just kept going. I apologize for not being like other people that have no expectations of the services they pay for but I do. It appears that this is a strategy of service companies so the customer will give up and accept defective equipment. Or perhaps its your management that wants to keep service calls to two minutes and there are penalties for overages. You may think I'm being an as but after going to the Revdex.com page about you I think I'm pretty close.
Casey N[redacted]
[redacted]-[redacted]-[redacted]
[redacted]@gmail.com