Asurion Insurance Services, Inc.

Had a claim on my account that I tried to dispute with this company said they would take care of it ..
It still on my account and the county detective is waiting for information from them to file charges and it's been 4 or 5 months that they have done nothing...

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

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 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...

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.

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 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.

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'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 would not recommend this company to anyone. I bought insurance through [redacted] on my husband's [redacted]. It recently stopped working and I pulled out the brochure to use the extended warranty. The brochure clearly states you can take care of your claim online through their website or call in. I logged onto their website, went through the hassle of registering my product and began a claim. I submitted a copy of my receipt only to be told I had to call to complete the process. When I called in the representative seemed poorly trained. I had to answer the same questions twice. She told me that I would have to "submit proof I bought it". I told her I had already submitted my receipt on their website. She then tells me that the website isn't connected to them and I would have to wait for an email to which I would then upload my receipt again. I explained how incredibly unprofessional that sounds. She then tried to tell me how it would be two business days before I got the shipping label and I would send it off and they would send me a gift card. I said that makes no sense seeing as the front of your brochure says they will fix it if it breaks. She said, "oh, yeah...I didn't realize you had that plan." She was so unprepared and not well trained! I asked to talk to a manager and after ten minutes on hold she came back and said a manager would call me back in 24 hours. In the mean time I submitted the receipt as she said and waited for confirmation that I would be getting my shipping label. The next day I got two missed calls from a blocked number. I got a voicemail from Asurian saying I needed to provide further proof of my purchase to continue with my claim. I called the number back and insisted to speak with a manager. The customer service rep was more friendly this time, but the manager left much to be desired. She simply said, "oh, the system says your claim went through." I explained that something is wrong with their system then if they are calling me saying they need further proof of purchase. She offered no apology. She said I would have my shipping label in two business days and someone would call and confirm I received it. The next day I get two blocked phone calls. I answered the call and it's a representative saying she wanted to let me know that my shipping label had been sent off and it should arrive in 5 business days. I asked her what she was talking about because the manager kept telling me it would be 2 business days. She said "it's only two business days if you want it emailed, but the note says you wanted it mailed" I told her that their system is completely flawed and she offered again no apology and then said that my shipping label was not available online. I do not trust this company and I hope that I am able to get my issue resolved, but I will not buy another product that uses Asurian.

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.

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

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.