Asurion Insurance Services Reviews (73)
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Asurion Insurance Services Rating
Address: 300 - 648 Grassmere Park, Nashville, Tennessee, United States, 37211
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I have an iphone 5cI made the deductible paymentMy phone was on back orderI kept checking on it through phoneclaim.comI then recieved this message: "We apologize for any inconvenience; however, for your protection, further verification is required to file your claimPlease contact us at 1-800-584-and one of our Customer Service Representatives will be happy to further assist you." I call the number and there is no human to talk toIt is an automation saying that my phone is on back orderI cannot reach a customer service representative so according to the message I cannot finalize my claim which I have already paid for I have lost work and money with my phone being inoperable for so longVery poor serviceWould not recommend assurion to anybody
12:pm, attempted to submit an online claim for my T-Mobile MyTouch phoneWas prompted to call customer service at XXX XXX XXXXFirst rep told put me on hold and then disconnectedCalled again, rep said their system was down and asked me to call back in hours3:pm, called back, was given a new claim number, but was told their system was down and to call back later9:pm, called back, was told their system was down10:pm attempted to resume my claimReceived this error: "A problem has occurred while processing your informationPlease exit and allow 5-minutes before resuming your claim at phoneclaim.comIf the problem persists please contact us and we will be happy to assist youAsurion, Your Technology Protection Company." 11:30, attempted to resume claim, system unresponsive
I filed a claim with asurion originally on 7/28/I did not here a response till 7/30/I received my first replacement device on 8/1/I experienced the phone being slow and take time to load apps or anything for that matterSo I called asurion and explained to them that after making months of payment and a dollar deductible the least they can do is send me a good quality phone or a new phoneI could have used my upgrade with that money and got a new phoneSo the rep then told me she will try and send me a new phoneThe phone came in an apple box but the box and packaging were dustyI turned on the phone , tried to restore backupI 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 backupits 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 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 infoI wasnt done talkingso 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 backupNO ONE GAVE ME A DEFINITE ANSWERSo now I called apple and asked them to help meApple didnt know if this was a hardware issue or something else but after 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 frozeand when clicking on fb it would take timeLONGER 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 byI 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 refurbishedThey dont want to answer questions , they just want to keep sending me phones and get me off the phoneIts 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 doneNow 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
My Droid Turbo 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 dropIf asurion had correctly sent the turbo, no issue,but since the P.O.S broke I was forced to pay the full $co pay againverizon 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 been paying for Asurion insurance for approximately two years nowAbout months ago I submitted a claim for an iPhone The process was smooth and the phone was received in a timely mannerOnce I received the iPhone I realized I still had Apple Care protection on the phone and could get a replacement phone from Apple for $instead of the $through AsurionI called Asurion and they instructed me to return the iPhone back to them in business days and they would refund the $back to my AT&T wireless accountThis all took place in the first week of July/It is now November 21, and I have not been refunded the $back from AsurionI have had over 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 $back to my AT&T accountIt seems as though this process is definitely flawed and needs revampingI'm not sure what else to doAsurion says it's AT&T not posting the refund and AT&T says it's Asurion not refunding the moneyI have been on the phone with supervisors and have been assured of a refund in business days....multiple times....which did not happenAfter 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
Having a horrible experience with this companyFirst of all, I was never aware that my [redacted] device is insured through this companyThey are dismissing my claim for the lost phone because the phone was not activated after the upgradeThe phone was for a family member who was in a different state, so it was still in boxI lost the phone on my way, and have been trying to file the claim for two weeks nowThe company reps are not helpful at all, referring me to pages long contractThe contract has so many sections, which basically makes it imosible for anyone to get a replacement
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 $ 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 $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 daysAfter 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 hoursI feel that I did my due diligence to get in touch with them and received zero courtesy or help from themI am doubtful I will see my money backPoor track record up to this pintReally feel like I'm getting taken advantage of I will not use their service again or recommend it to anyone
I would not recommend this company to anyoneI bought insurance through [redacted] on my husband's ***It recently stopped working and I pulled out the brochure to use the extended warrantyThe brochure clearly states you can take care of your claim online through their website or call inI logged onto their website, went through the hassle of registering my product and began a claimI submitted a copy of my receipt only to be told I had to call to complete the processWhen I called in the representative seemed poorly trainedI had to answer the same questions twiceShe told me that I would have to "submit proof I bought it"I told her I had already submitted my receipt on their websiteShe 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 soundsShe 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 cardI said that makes no sense seeing as the front of your brochure says they will fix it if it breaksShe 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 hoursIn the mean time I submitted the receipt as she said and waited for confirmation that I would be getting my shipping labelThe next day I got two missed calls from a blocked numberI got a voicemail from Asurian saying I needed to provide further proof of my purchase to continue with my claimI called the number back and insisted to speak with a managerThe customer service rep was more friendly this time, but the manager left much to be desiredShe 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 purchaseShe offered no apologyShe said I would have my shipping label in two business days and someone would call and confirm I received itThe next day I get two blocked phone callsI 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 business daysI asked her what she was talking about because the manager kept telling me it would be business daysShe 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 onlineI 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
In December of my daughter had damaged her [redacted] that was insured through AsurianI filed a complaint and received a new phone with in a day I drove 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 if it wasn't I paid the store for this I also purchased a new screen protector and had the store install it It was 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 minutes of intermittent static music I hung up On 01/19/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 hours in the phone talking to tech support, two mile trips to the [redacted] store, and the 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 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 isthat 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
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 week after getting the phone from Assurion because it was turning off randomly and losing power in 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 days later when it's supposed to be fixed in 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
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 claimHow can they have an A+ rating with thousands of complaints online and 10x's the negatives as positives on Revdex.com.org??
Truly an unprofessional operation, and you should be ashamed that you have such terrible serviceI called you, from an AT&T store, to discuss a mechanical malfunction with my phoneThe first person I spoke with was unable to assist, and transferred me to another representativeThis representative then proceeded to berate me about how my claim needed an affidavit uploaded about my claimI asked what they were talking about as I had not been issued any documentation related to the mechanical malfunction in my phoneI 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 togetherI 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 was45minutes later I was given to someone to finally settle my claim and ship a phone
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 reasonableBut nope, of course not it's $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 claimsI 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 carI will be cancelling my subscription with this insurance company as they are not getting $out of me, just comes to show that all insurance companies are a huge scam
After being advised by the [redacted] store that the problem with my [redacted] 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 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 $for the phone, but could expect the refund within billing cycles Obviously, that has not happened I have called them every month since then and have gotten the same response, refund in 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 honestly don't know how this company is still in businessThey 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 serviceAsurion 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 claimIt's been getting put on hold for absolutely no reasonI have received emails saying I can complete my claim and have the phone shipped, then the second I login it gets put on hold againHow 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 eitherAll they do is repeat what the emails saySprint is going to lose a huge amount of customers, including me unless they drop this company and their awful customer serviceI have worked retail, customer service, and in call centersI 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 JOKEThis company makes Sprint look awful
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, 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 againdays so far and still have not gotten a new phone approved and this is a lease phone!
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 countryShame on you for not caring about us humans that pay you One more time I am not a robotI am at your mercyHave 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
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 experiencesI was blown out of the water and the service I got was nothing what I expected I have had to file two claims with AsurionThe first was for a Galaxy Sthat I had to replace through warranty back in That in itself was a completely smooth process, I didn't even give it a second thoughtI 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, Two days prior to filing, I had dropped my Note and completely shattered the screenI worked through my options before coming to the conclusion that filing a claim with my mobile insurance would be the best oneLike I said, I filed the claim on October 3rd around AMThe claim was approved instantly and my Note would be replaced by a black Galaxy Sand I only had to pay 50% of the deductible ($112) since I hadn't had a claim in the preceding months (I have had the Note for almost exactly years)My new device went out via [redacted] Overnight around noonI received my device at about 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 gorgeousIt included a new pair of headphones and a new chargerMy only issue was that my SIM card from my Note 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 minutesI have had the new phone for days and I absolutely love itIt is a huge step up from my Note (even though the screen is smaller) and it cost less to have the device replaced than getting the screen on my Note replaced I have been stressed about how I am going to get my photos and misc data off of the Note before the days is up, which the days is up tomorrowI have tried many options to no availThere 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 AsurionI called customer service and the representative was awesomeHe immediately suggested an extensionI 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 extensionI had no idea this was an option and I can't believe that my experience has been so awesome with AsurionThe 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 SpurchaseI 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
I have the TEP Plus through [redacted] I have paid $a month for this insurance on my iPhone since I got the phone the day it came out Unfortunately, the phone was destroyed last week when I was out of town on business- not fun but that's a whole other story I filed my claim and agreed to pay the $deductible AND THEN found out that the phone is on backorder I waited until yesterday and called [redacted] who put me in contact with AsurionThe rep told me that my phone was on backorder and they have no idea when it's coming in I told her that I don't care what color phone they send me, because I need one now She said they can't change the color Fine I asked since the phone isn't in stock and they have no idea when it will be, if I could just cancel the claim and take it in to get it fixed She said no Now, I can't even log in to track my status This is ridiculous and maddening I cancelled the insurance that I had on all four lines with Sprint yesterday- because what's the point? As another reviewer said, I can go into nearly any store and get this exact phone but Asurion can't get their hands on one? Never again Don't fall for their claims that you get a phone next day You don't