Asurion Reviews

You could not have made it more easier if you tried. Thank you for not only expediting all formalities but all over Customer Service and processing... Can't believe I have to type 40 more words to submit this form but hey, whatever.

My phone was dropped & screen destroyed beyond repair. We spoke to a representative at Verizon, who called & connected me with an Asurion rep. A new/refurbished phone arrived next day with return instructions - super easy! After paying the deductible, the replacement phone was more affordable than opting for a Verizon upgrade since it was out of contract. I was pleased with the service, (including Verizon store & Apple iCloud support) - and this option saved money. Thanks!

I filed a claim on a damaged phone and received a replacement by 2:30pm the next day. This was only about 18 hours after the claim was filed. I also noted an improvement in the documentation that included a means of contacting Asurion in the event there was a problem with the replacement phone, a problem I have had on previous claims.

I lost my phone and called them. They were very nice and helped in every way they could. I had my new phone within 24 hours. Thanks! My phone is a big part of my business. Being a owner operator without a phone I can't get my loads or keep in contact with family and friends.

I did have to send back two of the replacement phones I received. I was not happy at all. Both iPhones that I received had screen response issues. After speaking my mind about the two phones not working and taking time off of work to wait for UPS, I finally received a NEW iPhone and an upgrade from my prior Apple device. I did have a few problems but in the end, Asurion made it "right". I am satisfied and must say the replacement deliveries were the next day.

Although it cost me $150.00 I got my new phone within the promised 24 hours and it worked like a charm. I am very pleased with the program and the process. I suppose you get what you pay for and overall it was a 5 out of 5. Very good.

I submitted and filed my claim using the online website. The process was very easy and quick. I received the new phone in two days. The instructions on how to return of old phone were very clear and easy to follow.

You guys are great! I needed a new iPhone because my original fell into a lake and by the time I was able to retrieve it, it was no longer functional. I made a claim and within 48 hours I had a new replacement phone. Thank you for all you do to keep my family and I in constant telephonic communication.

Being able to go online and fill out the needed info was so easy! Thank you so much for streamlining the process and replacing my phone so quickly! You guys are awesome and it's a small price to pay to get back into my "groove" again!

Received new phone the next day! With the new phone, very easy to follow instructions regarding how to return the damaged phone as well as an envelope for its return were provided. We were happy with the quick response.

I couldn't be more satisfied with the way my claim was handled. Everyone should purchase the insurance on their phone unless they would rather just buy another! Lol. The whole process was simple and didn't take long at all. I wouldn't purchase a phone without it.

Process was easy, fast, and efficient. I had no trouble with accessing the forms online, completing the process, and receiving the replacement phone. I highly recommend this insurance to anyone who has issues with a lifestyle in which a phone can be damaged.

The customer service I received was very nice. The only problem is the phone I got was a refurbished phone and has spots on the screen that do not go away. I just deal with it. I was thankful I had the insurance because I could not afford another phone. I just feel that since the phone I had originally was brand-new that I should've received another new phone.

My phone was broken on a Saturday evening and the replacement device was delivered to me Tuesday afternoon. Great turn around time. This phone works great and I have had no issues since receiving. Glad I have the insurance, as it's completely worth it.

I was devastated when my phone got broken. When I took it in, everyone was very kind and understanding. They checked my records, filed my claim, and in no time at all, I had another phone and was back online. Thank you so much.

Great customer service and very satisfied!! I had to have phone delivered to a different location. 1st phone was lost in transit however called and they replaced phone immediately with no questions asked. The phone was received within 24 hrs.

It was fast. Friendly customer service people that went through everything with you from that ** in your iPhone off to my app find my iPhone to take off to go shut it off but very helpful. Had everything done. I had my phone in a couple days. Appreciate it. Thank you.

So I been paying the monthly fee to WIND and then my phone gets wet. It is a SONY Experia AQUA 4 and it gets a small splash and then it does not work again. I call Asurion and they apologize and offer to send me a new phone. (ASURION NEVER SENDS NEW PHONES. THEY ARE like NEW so REFURBISHED.) I ask the lady if I need to send my phone that got wet and she told me NO. So I toss it because it's been over a week and it's been in rice and it still not working. So two days go by and I call ASURION to ask about the phone they are sending and apparently they did not put the request in. So I asked them to make sure it goes through. So four days pass and I get my phone and there is an envelope in it and I am curious so I call to ask if is in case I do not like the phone or if it breaks. The customer service tells me, "No you must send the damaged phone".

Everyone was friendly and straight to the point. They did not waste time and answered each question I had to ask. I definitely recommend them to anyone. The delivery was much quicker than expected. Asurion is a great company to get what you need done.

Fast, easy, and good customer service. Would recommend to others. I would have been lost without next day service. Service rep it happened. That is my idea of good service. Going that extra mile. I don't like your review process. It needs to be shorter.

Very fast & helpful. Customer service was good & the new phone was in good condition & worked fine. It is best for the account holder to process the order per my son could not or did not have all of the information that was needed.

I was sent a defective phone in replacement of my old iPhone 6. I didn't notice it was refurbished until a few days after I received it. The device they sent me didn't work, and I had so much trouble working with them and UPS to get a new one sent to me. Hours of calls back and forth, one not knowing what the other was doing. But most importantly, their technology is all refurbished, and not refurbished well.

Asurion is at best complicit in fraud and at worst perpetrates fraud directly. Yesterday we suddenly discovered a $199 charge on our credit card from Asurion, a company we had no prior contact with. We did not consent to any transaction with them, let alone had ever heard of them. Apparently Asurion (or someone unbeknownst to us) set up an account using our credit card information with an outdated mailing address.

I have used Asurion a few times and each time that I do the phones are flawed. This time it was scratched and the phone freezes. Last time the phone froze as well. I am disappointed by their efforts to solve this problem for me. They act as though I haven't paid them 200 for this refurbished phone and $10 per month. I think I need to switch to a new phone brand that has a better insurance program.

I cracked my screen so I called Verizon to get the insurance companies number, they provided me with it and it took 6 different times to get through their automated system. It couldn't recognize my number so instead of transferring me to a live person, it made me hang up and keep calling. I finally got my mom's number to work and spoke to a man that DIDN'T KNOW THEY HAD A PROGRAM TO FIX SCREENS... what kind of employee is that? After 15 minutes of talking to this person I called Verizon who said they also had no idea this company did that when my brother had a service tech come to the house a month ago to have this done. Verizon connects me with a woman that says "Not a problem. Let me help you." No phone time is an hour with these people.

I have had Asurion as a part of my AT&T plan for as long as I have had AT&T - 10? 11? 12 years? I have had up to five lines on the account and have had to use this insurance policy multiple times. Honestly, it has to be over a dozen claims. I have always been satisfied with their service and professionalism. I recall once, I was vacationing in a different state when my phone broke. Asurion, by policy, claimed they needed to send the new device to the address on the account. A manager at an AT&T store in that area helped intervene with verifying my identity and Asurion felt comfortable processing my claim and mailed my replacement device to my hotel. That was the Asurion I loved.

I sent in my Note 4 which was having issues. They sent me an S6 Edge which is nothing like my Note 4. When I complained about this they said it was all they had. I kept the phone even though it was messing up. Not as bad as my Note but still bad considering I just got the device. I sent it in to AT&T's warranty department. They gave me a bill of 600 because they said the device is missing its liquid damage indicator, which I recently learned is where the sim card tray is. I complained to AT&T that I did not remove it and since the phone has no liquid damage they should not be charging me. The said since it's missing The indicator, it's been tampered with. They said I'd have to talk to Asurion to remove the charges. I talked to Asurion and they said not their problem talk to AT&T. Both these company say it's not their fault and I'm stuck with a $600 charge I can afford. I'd advise you to not use this company.

I filed a claim with Asurion three weeks ago for a Galaxy Edge. It has been on backorder. Asurion continues to tell me that it should come in within 3-7 days. Luckily, I have an old iPhone that I can use as an iPod (it's from a different phone company than mine), but I am not able to have a phone that calls. I pay insurance every month. This is ridiculous. Furthermore, I will have to pay the entire $200 deductible even though the service from them is unacceptable. When phones are on backorder, the least Asurion could do is adjust the deductible or reimburse the insurance that I have paid apparently for NOTHING! Why do they offer a service when they cannot follow through with it!? I am disgusted.

I lost my phone at the end of August and went to cricket to buy a new one. They told me to file a claim and gave me asurion's number. When I called I got the runaround but finally everything was settled or so I thought. I excitedly waiting for my phone to arrive on September 2, but they gave Fedex the wrong address. After trying to change it with them, I was told to call Asurion because they were the only one that could change it. Once again I was given the runaround and even hung up on. Finally someone decided to help me, but by then I just wanted a refund. Seven to ten business days and then two to three weeks later no money. I have a new phone with a new company and when I called just this morning they said because I wasn't with my old company they couldn't give me a refund. BBB needs to remove that A+ rating because they don't deserve it.

My daughter's phone was stolen at a park. I put it in lost mode and after 2 days of hearing nothing I submitted a claim. Asurion sent a replacement immediately, which cost $225, and they dropped our insurance because it was the second claim within 12 months. About 2 weeks later the original phone was found and returned to us. I never expected to see the phone again so did not keep the box and return label from Asurion. I called Asurion right away. I was told they would send me a new return label, would refund my money when the replacement was received and would reinstate my insurance. They only thing they did was reinstate my insurance. They never send the return label.

I had the new phone for 1 1/2 weeks and the phone stopped working. Asurion is charging me another $150 deductible to replace it and Verizon won't help. I spent over an hour on the phone with both Asurion and multiple people. This has been an extremely frustrating experience. Leaving Samsung, leaving Verizon, canceling Asurion.

I called Asurion to explain that my son had decided not to use the replacement phone that he was sent. He decided to pay and have the screen repaired instead. I returned the phone within a couple of weeks but never received the refund. My son had decided this before even turning on the phone. The phone was never used and placed the phone back into the box. When I called Asurion, there are no prompts for you to get customer service except to file a claim, so I used the prompts to just get a person on the phone.

A few months ago I cracked the screen on my Galaxy S4 – I have had this phone for a while and many generations have come since this one. I have paid for insurance on my phone for years and maybe used it twice each time paying a deductible so I am not sure what the monthly fee was for... I received the "reconditioned" phone on 10/13. While the phone looked like all was well it came with someone else contacts on the phone. (Flag 1) I contacted Sprint and they walked me thru resetting the phone to factory settings and then told me to go online and activate it. (Flag 2) I went online but I kept getting an error. I called Sprint back and they had to manually activate the phone. (Flag 3) I began using the phone but was having a hard time with the WIFI and other phone functions.

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 experiences. I was blown out of the water and the service I got was nothing what I expected. I have had to file two claims with Asurion. The first was for a Galaxy S3 that I had to replace through warranty back in 2013. That in itself was a completely smooth process, I didn't even give it a second thought. I 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.

I had to request 3 phones within a year from Asurion. The refurbished phones they send you are not efficient and do not work properly. The service is disappointing and they are not flexible. I would advise anyone to purchase AppleCare or another insurance company for cell phones.

Price goes up without notice, would never had purchased if I had known it could go from $50 to $225! They lost all my daughter's information when they attempted to do a backup because they insisted on doing a factory reboot before they would replace the phone. Inconsiderate and very rude tech support.

July 21st: Phone was lost but had insurance. Cost of replacement phone went up (they said) to $250 instead of $50. Phone was delivered and worked 1 month. August 30th: Touchscreen on 1st replacement phone stopped working which made it useless. We had to find an alternative way to delete information on old phone since it didn't work before returning it (or they charge you $300 to delete your information). New phone (so they said) was received September 1st.

I have been paying insurance premiums through Verizon to Asurion for at least three years. First phone was replaced, with a $100.00 deductible. The replacement model was a different one from my original phone. The phone they replaced it with has now developed issues... Will not keep a charge. I went to my local Verizon store, and a very nice gentleman tried to assist me to get a replacement. He spent about an hour and a half on the phone, and online, with Asurion. In the end they refused to do anything because they stated it is out of warranty. Why have I been paying for insurance all this time then??? One Asurion rep was so rude she actually hung up the phone on the Verizon rep. I am still stunned by the complete disrespect shown by Asurion.

These guys are one of the nicest companies I've ever dealt with!! They allow customers to get brand new phones for replacement devices and that's something not even Verizon allows! I officially love these guys!

Brought iPhone 6+ to Sprint store, tech said he thought it was software issue. Took the phone to Apple store and they opened the phone and checked it out and said it was the logic board. Sprint's insurance company Asurion said if it's the logic board is damaged phone there would be a $200 deductible to replace the phone. Apple said a failed logic board is not considered a damaged phone just a failed phone. i.e. there should be no deductible. Apple said if we had Apple Care they would simply give me a new phone without any charge. Mmmm wonder who will get my insurance business next time. Apple Care, ya think. If I could give Asurion zero stars I would but the system won't let you.

Tried to file a claim for a broken Galaxy S7, but it's out of stock. What good is an insurance company if they cannot fulfill their contractual obligation? The online representative was a total joke. No assistance at all. I will never use this garbage heap of a company again.

I paid for insurance for the past almost three years. I filed my second insurance claim for my Galaxy S6 Edge and it took 2 weeks to get my replacement phone, ok, that's whatever. I've had this phone for a couple months now and I constantly have to restart my phone, the camera has these little blue dots that show up on the screen like it's been damaged and the battery life for the phone lasts 3 hours. I brought it up to Sprint and they told me that all insurance claim phones are refurbished.

Horrible customer service. Not helpful at all! Multiple attempts to have my phone replaced. Had to go to the sprint store on 3 occasions in order to get my phone replaced. Actually Asurion customer service rep hung up on sprint's customer service rep when asked for her ID.

Asurion insurance is likely not worth the investment. You pay for the insurance, pay the deductible and in exchange for your new phone, they could send you a refurbished one. I had a new Apple iPhone 5 that experienced some water damage. Asurion could not repair the phone. It had to be replaced. In exchange for a new phone, they sent me a refurbished unit. The insurance carries a $149.00 deductible and costs $84 per year. Do the math. If you are paying $84 per year and you never file a claim, how much has the insurance cost you. In 5 years time, you will have invested $420. If you eventually need to file a claim, and the phone needs to be replaced, you will be charged a deductible (mine was $149) and the replacement unit could be refurbished. Maybe paying for repairs when they are needed makes more sense.

My iPhone 6 blew up in my Mophie charger in a hot car, so I sent it to Asurion. I received an old phone that barely charges. Three months later I bought an iPhone 7 but wanted to trade my refurbished one from Asurion in for a $650 Verizon credit. The phone is on a lost/stolen list and can't be traded in. No one at Asurion will help me or my local Verizon office get the phone off the list. We have tried for 6 days. I have a $650 paperweight! I will never buy insurance from them again. Stay away from them!

Back in March 2016 we had an issue with one of our AT&T phones, so we called for a replacement using our Asurion insurance policy for which we are billed monthly. As luck would have it, we found our way to an AT&T store prior to receiving the replacement phone. As it turned out - nothing was wrong with the phone - it was the user which was malfunctioning. Since our old phone was working perfectly, we returned the replacement phone the same day we received it.

I recently tried replacing my LG V10 through Asurion online. I answered all their questions only to be told at the end they wanted to replace my V10 with a Samsung S7. Not sure which version. Now I paid almost 800 for my LG. I paid the 11.00 a month for the insurance. Only to be told I couldn't get my phone. The Samsung isn't even comparable to the LG. The LG is faster, has a better camera, twice the built-in memory, bigger screen with a higher resolution. And a second screen for most used apps as well as a always on clock. The Samsung isn't even close to being half the phone. So why is it Asurion thinks it's ok to give me a phone I didn't want to begin with as a suitable replacement for a much better phone. This should be illegal. Extremely dissatisfied with this but I guess when your pretty much the only game in town they can give you the shaft as much as they want.

I had filed claim on iPhone 6 lost/stolen. The policy says it will take 1-2 business days and it's being more than 1 weeks I still have not received my replacement device. Customer support had once put me on the automated messages and never replied back "Sorry for the delay, I will be right with you."

I have been paying monthly for their service for the past 3 years. I recently cracked my screen and placed an order for a new phone. I received the refurbished iPhone and it was not working. When I contacted Asurion they said they would send out a new phone. The phone never arrived. I then took the refurbished Asurion phone to Apple and they were amazing, and replaced the phone, and apologized on behalf of Asurion. Asurion now does not want to apply a refund as they say I did get a new phone from Apple and they want me to return the phone I gave to Apple as well as send them the phone I have from Apple to send me another likely broken, refurbish crap phone.

I have spent over 5 days, 7 hours of my life that I will never get back trying to get a phone that actually works through T-Mobile insurance program. This company should not be in business at all. I have been lied to, hung up on, called and get a different person every single time, no one knows what the heck is going on, all supervisors should be fired. My son broke his phone, they took my $175 immediately for the deductible and it's been a horror story since. I received a replacement phone that took over 5 hours to try and get working only to have the phone not work, sent the phone back immediately the next morning, gave tracking number and for 2 days no replacement phone has been sent.

I bought a "Visual Land 10" android tablet" from walmart a month ago for $98, and paid the extra $40 for a 2 YEAR WARRANTY. I was told that the warranty protected against everything except theft or loss. We; after a week of having it, I dropped it and cracked the screen, so I called the product care plan customer service number and talked to a lady and told her my problem, she ASKED ME WHAT KIND OF DEVICE I HAD... which was a VISUAL LAND 10" 10SE ANDROID TABLET... She filed my claim and told me they would get it taken care of and send me another tablet.

I submitted a claim for a broken phone on June 21, 2016. I received the new phone promptly. I took the new phone and the old phone to Best Buy to have them facilitate the transfer. The Best Buy guy told me that my phone wasn't actually broken and he was able remedy the problem for me. I returned home and called Asurion to tell them that I did not need the replacement phone after all. They instructed me on how to return the phone and told me that the deductible of $99 would be refund in one to two billing cycles. I understand that even though a refund might be made before that time, I'd need to wait for my bill for the refund to show up.

I took the replacement phone that I received from Asurion Cell Phone Ins. that is with ATT to transfer information to my new phone. I went to the Apple Store to have it done. The Apple tech was quite surprised of the "new phone" I received. He told me to get another phone. The phone had problems: 1. The auxiliary jack was bent. 2. The device enclosure is slightly bent. 3. The display case was separating. What kind of crap is this? I also understand Asurion Phone Ins. can send a new phone of course, at their discretion. Who are they? Jury and Judge to what will happen? They sent me a BROKEN REPLACEMENT PHONE! A Genius Bar Apple Tech who helped me told me. When this kind of idiocy is happening? To show off a good phone you should always be assured "YOU ARE IN GOOD HANDS!"

I am doing this review because I'm not satisfied with what's going on. I have only been with AT&T as a phone carrier since about 1993. I have had a great experience with them. My issue is with Asurion insurance. I truly believe that I'm being sent phones with defects. I purchased a LG Optimus Pro G phone through AT&T in Feb. of 2014 and entered under a 2 year contract. My original contract expired years ago but I still stayed with AT&T. However, since I was doing an upgrade after having my phone for years I did enter a contract that got me the LG at a cheaper price. This phone had to be replaced through Asurion around May the same year because of manufacturing defect. It was searching for a lost phone that was not lost causing outrageous charges on my phone bill.

Asurion phones are refurbished, they are not new and cameras don't work right. They are also phones on black list. Refurbished!! Refurbished...

Purchased a Whirlpool appliance gas hot water heater, bought the 7-year protection for parts and labor through Lowe's service plus/Asurion warranty. We have had a repair every year and one 2 times in 2015 after being sold a defective product from Lowe's. This "Protection Plan" is a total sham. They send techs to do the repair who arrive and refuse to do the repair. They also schedule appointments and then the contractors we called to confirm the appointment claim they don't even work on gas appliances. We literally end up going 5-14 days each year without hot water and no one will help us out. This company lies and is a total gimmick. Do not waste your money.

Don't waste your time with paying extra for insurance for mobile devices. They will find a way around filling your claim every time. Their customer services reps are beyond rude, unprofessional and don't have a clue what they are doing. I dropped my phone in the phone, and they made it impossible for me to file a claim. Another time, I dropped my phone and cracked it. Again, they made it impossible to get a replacement. Each time I went to apple and just replaced device through them. So don't waste your money!

I purchased a Asurion insurance plan at WALMART on a Sky Viper Drone model S1700. The Drone malfunctioned the very next day. It flew away. Asurion would not honor the warranty because in their words I lost the drone. No I did not leave it at the park or forget it, it flew away over the skyline and out of site. That is a malfunction.

Submitted a claim with Asurion regarding a replacement phone due to a cracked screen. The process was very simple on the website and the customer service reps were very nice, efficient and prompt. After the claim was approved I sent the deductible of $200.00. Received a e-mail, the replacement phone will be sent the next business day and it was. What a great company and service I thought.

Got insurance through DirecTV. Lightning strike. They say they will repair or replace with same kind. I had a Netgear Nighthawk r8000 wifi router ($250.00) had receipts. They paid $65.00 only after I had to pay $50.00 deductible. (They say the average router is worth that so it is a replacement.) Back TV had back blown out at aerial connection from lightning. Would not cover - physical damage not covered no matter what the cause. Front TV took almost a month to repair. Also beware small TV have to be sent to them. Also they did not want to cover my 46" tv because it was mounted to the wall and they only send out one man so the tv has to be free standing even for a home repair. Beware - many loopholes and unwritten policies. Beware.

Today I'm here to express my disappointment for Asurion Insurance company. Through phone companies they have an insurance plan. Sprint is the company I am currently subscribed to and the coverage was $13 per billing cycle. June 6, 2016 (23 months into my 24 month agreement) dropped and cracked my screen. I filed a claim for a replacement phone through Asurion online claim filing system phoneclaim.com. A day later I hear news of a new Samsung Note 7. So now I'm contacting Asurion by phone to cancel my request because a newer Samsung Note 7 is being released in August 2016 and my current phone could still be used. Asurion representatives informed me the phone was sent already but once I receive the device it was OK to return and expect a refund in around 5 business days.

On September 14th I filed my claim with Asurion. I was told I would receive my phone in 2 days. Then after 2 days, I checked my email because I hadn't received it. They were requesting either my ID OR my phone bill. That was fine. I faxed my ID, didn't hear about the process for a couple days, called and they told me to email my ID with additional information. I went to track my claim yesterday and it said I need a phone. I've been without a phone for a week now. If I wouldn't know what terrible customer service had I would have paid the extra 100 dollars and just got my screen fixed that day. I wouldn't recommend getting insurance through them. You only have to pay a ridiculously high deductible for insurance especially if you have an older phone, I luckily didn't, but I've already paid in triple my deductible.

I'm trying to log in because AT&T customer service told me this would be the best and fastest way to get my daughters phone fixed. I get to the "log into your AT&T wireless acct" and it says I put in the wrong user ID/password! Then I proceed to log into my AT&T account to make sure... Nope. I know my username and log in, and it won't let me log in!!! THIS IS BEYOND FRUSTRATING!!! Ready to just pay the $125 to Apple to just fix the damn phone screen.

My phone fell and cracked in January of 2016. I called Asurion and did my claim with them. They sent me out a phone and the first day I wasn't there to receive it. FedEx left a notice saying that they would return. The next day, I never got a notice on the door. When I contacted Asurion in regards to it they told me that someone had signed for the phone (mind you, I live alone and didn't sign for it) when I asked what to do next they then told me I needed to contact FedEx and get a copy of the signature. When I asked for my money back because at this point they had already charged me the $200 deductible they refused and wouldn't even send me a new phone.

August 24th, I went to the Sprint store immediately after breaking my phone. After filling out all of the paperwork, I watched the staff fax the claim to Asurion. I was told I would receive my new device within 2 days. Having received numerous excuses as to why my phone wasn't delivered, I returned to the store on August 29th. Sprint staff provided evidence that the original fax went through. They emailed me the information as well. I've jumped through every hoop Asurion put out there only to hear the response "we haven't received your paperwork." Repeatedly, I asked for an email address so I could forward them the affidavit I had already filed. Repeatedly, I've been told ASURION DOESN'T ACCEPT EMAILS!!! Faxes and snail mail they take, but anything that would prove they're an actual 21st century corporation or provide the consumer with evidence of Asurion's bad behavior or incompetence is unwelcome.

I broke my HTC one m9, called into Asurion and was told they did not have my phone in stock anymore, but nicely offered to upgrade me to the newer HTC 10. I would be charged $250 on my next bill. 24 hours Purolator drops me off a box with a used Nexus 5x in it. My phone was 64 gig, the Nexus was only a 16 gig. I immediately called to report the issue and was told they would send me out the HTC and to send back the Nexus. Monday I received a replacement. It was another used Nexus 5x, but this time it was bricked. Bootlooped until its battery died. I called Asurion again to ask what was going on, and to tell them that I couldn't send back the first Nexus they sent me because I needed a working phone.

I had my iPhone 6s plus for one month and they implied by paying for the insurance that they will give you a new phone but I got a refurbished iPhone 6s plus... the refurbished phone will have potential damages to it because that phone was recycled. Then you will have the same claim to be filed again. Why am I paying installment payment to a refurbished phone and then had to pay a deductible? That is ridiculous.

I have Verizon and they put Asurion on my phone payments without even asking if I wanted it. I tried to call Asurion to cancel it and was on hold for literally 23 minutes, with every few minutes the woman who originally answered come back on the phone to say the person who handles this will be able to take my call "soon". I ended up hanging up after 23 minutes because it was ridiculous. Helpful tip to anyone in customer service: if you know the customer will be on hold longer than 5 minutes, either tell them, or admit that no one can take the call and to call back later. I would have been far less annoyed. 23 minutes and I didn't even get to cancel their terrible money-hungry insurance that has no way of being cancelled online.

I requested a replacement for my iPhone only to find out that my original phone was in good working order after all, and I was instructed by the company to go ahead and return the replacement and I would be receiving a refund which would be reflected on my AT&T bill. Well, after two months I've never seen an adjustment to my bill, only to call the company on Sunday to find out that they never processed the refund. I was assured that I would receive a refund and that it would be reflected in my AT&T bill within five working days. Guess what it hasn't happened! I decided to take to social media to complain about the problem. I was told once again that I would receive a refund and that they would expedite it. Guess what? I've heard that bullcrap before!

I called in to report a mishap with my HTC where I had dropped it and the screen had broke. So, I went through the process of giving all the information on the receipt and then they told me I had to send them a receipt and in the plan all you have to do is give the information. After weeks of jumping through hoops they said they sent out a tracking label and still now nothing. I don't appreciate the run around. I paid for the plan. I am not going to do their job also.

I purchased an upgraded (IPhone 5s) through AT&T on 12/21/14 and also purchase the insurance for the phone. The lady that assisted me set up the wrong phone for the upgrade. Not realizing at the time she also set up the insurance for the wrong phone as well. Fast forward to August 2016, the phone was accidentally dropped and the screen was shattered. I called AT&T to submit a claim and explain to them that the insurance should have been on the IPhone 5s.

I got the suggested insurance through Verizon, Asurion. My LG G4 stopped working back in July. I called Verizon, they asked if it had any water damage. Yes it did from 6 months ago. My phone just quit working that day. I was sent over to Asurion. I was sent a refurbished phone and had to pay $150. My friend's phone did the same thing the next week. She did not have water damage, she had to pay $350 to upgrade her phone. I did some research and found out that this is a known problem with these phones. Last Thursday the replacement phone just quit working for no reason. No water damage. I called Asurion, spoke with the manager Deanna. She asked me my information, told me that my phone would be mailed out right now and I would get it the next day.

Joined at&t in 2007 when at&t has an exclusive on the iphone 1, I have been a customer with at&t for about 9 years. I have insured my for phone for the past 9 years. The only time I have ever made a claim was in July. Asurion had send me a replacement phone and deduction $100 for deductible. Within a few weeks, the replacement phone died. Instead of filing it under the 30 day warranty. Asurion treated it as a second claim, and charged me $200 for the 2nd deductible, even when their replacement phone failed within 30 days.

I am an AT&T customer for about 20 yrs. Aug of 2015 purchased a New Samsung Galaxy S6 & phone insurance through Asurion. Phone started having issues. AT&T advised me they had towers down. This continued for 3 more weeks. I finally went to local AT&T store. They replaced my sim card & stated if this does not help, file a claim. Now 5 weeks later, I called Asurion to file claim & advised I must pay a $149.00 deductible (wow). I was also told that this was discounted, should have been $200. I received what I thought was my new phone in the mail today. I was never told when I purchased the insurance that I would get a used phone. It was implied I would get new. When I placed the claim with Asurion I was never told I would be getting a so called refurbished phone. I would have never known this if I had not looked at the really fine print on the sticker on the phone.

I filed my claim and was told that they sent my money via E-Gift card. A few weeks went by and I never received it. So I called them back to find out that it was sent to the Wrong email address AND USED. So I gave them correct email address and get told that they were reissuing the full amount to my correct email address. They tell me that it would take no more than 24 hours to be in my inbox. 24 hours pass and still no email. I call them back AGAIN. I get told by a woman that she was going to try to send it one more time to my email. Another 2 days pass and Still no Email. I call back. She tells me that this time she is going to send a check with the full amount and should receive it within 10 business days. 2 weeks pass and no check. I call back. I get told that she did NOT send a check and that she sent it as another E-Gift card. Which, of course, I NEVER GOT. This time I am told they are for sure sending the check.

Terrible service. They lied about the whole thing. Filed a claim on Monday 9/5/16 online and somehow it asked me to go into a Sprint store, when I already did that. Called Asurion to explain what's happening; first representative said she couldn't help; second one said he was going to bypass the affidavit and ID part. To find out that wasn't true. The following (Tuesday) day logged in and they still needed those required documents. Faxed it over same day and logged back on the site to see if I can pay for my phone. Still pending process. Still under review. Call today (Wednesday) and it's still under review. Not sure what they're reviewing. First claim ever and they have to check my ID. WORST EXPERIENCE EVER. AND I DON'T EVEN HAVE A PHONE.

Phone broke, AT&T sent in claim, said two days. A week later, no phone. When I contacted Asurion, they advised claim was approved and ready, but they needed to confirm address and contact, but what they really wanted to confirm was the $199 deductible! After talking to two call takers and several "supervisors", I finally spoke with Lillian in the CEO Office of Customer Affairs. Lillian was no help and could not do anything about the "deductible", stating that nobody could, that is just their policy. She would not even speculate on what a wholesale phone should cost in "deductible" from an "insurance company" that I have been paying monthly premiums to. Charging the customer a "deductible" charge of more than the phone actually cost the company is NOT insurance.

We all know the Asurion phone drill. Pay $10/month. Get a replacement phone for any reason (lost, broken, stolen, etc.) for a premium. So we pay $120/year + $199 for a replace iPhone 6 plus. This was for my college student son that lives 3 hours away. With that distance, we had ship the broken phone back to Asurion the day he activated the replacement or risk another $500 fee from Asurion. The broken phone was in the mail the same day. Upon activating his refurbished replacement, we came to find out the touchscreen did not work - at all. Multiple phone calls to Asurion Customer Service resulted in more frustration due to poor customer service, excessive background noise during the call, and the inability to work with us and the situation of him living away from home thus causing problems with shipping, timing, and mailing the return.

Cracked screen on a Lg G4. Asurion said I can't have the same model, they said it must be a Lg G5, even though I bought the LG G4 less than a year prior. So, all the batteries and charging stations and accessories had to be repurchased for this new model at my expense. They then said I had to pay $150 deductible, and that they can only send me a refurbished phone. Outrageous? They want me to mail them my broken phone... They said my new one (refurbished) will show up in 5 days. But... A month later they finally mailed it.

This insurance company is HORRIBLE and completely tried to screw us over. A phone on our account had shorted out, leaving half of the screen staticky, blank, and unresponsive. The phone was not dropped, it was an internal shortage that just decided to happen. We made a claim through insurance, in which they would send us a phone for $200 more... when this phone was purchased no more than 2 months prior. They processed the request even though we tried to cancel in order to go through warranty for free, because it was an internal shortage, not our mistake.

I took out a phone on lease with Sprint less than a month ago! One day, I had the phone charging and picked it up to take it off the charger. The phone was extremely hot. Because of this the phone fell from my hand and the screen got a small crack. The phone is still working and the screen is also still working, however it is impossible to hold the phone sometimes because it gets extremely hot. Asurion is telling me I have to pay $200 to get it replaced! Why am I being penalized for a defective phone? Was I suppose to get burned by the phone and then sue?! This is ridiculous and totally unfair!

I had my large screen Samsung 6 stolen at the hospital, I volunteer at. I filed a claim at received a refurbished phone with a smaller screen and a battery that could not hold a charge for more than a 4 hrs. Plus, I had to pay a deductible of $149. What a pile of crap. I was under the impression, I would get a brand new phone, when we added the insurance at the time of purchase of said phone.

I have had a horrible experience with filing a claim with Asurion. They are charging me a monthly premium for a phone that has not been in service and now does not want to cover it. I need someone to investigate their system... They need a better system that protects the consumers.

HORRIBLE customer service. Phone screen broke on the Samsung Galaxy 6, called to replace it and was told because we activated an old phone, the iPhone 5C, that they would only replace the iPhone 5C and not the Samsung. We pay $20.00 a month and we can't get out $700 phone replaced. This company takes your money happily each month, but when you file a claim, you get refurbished equipment that doesn't work, that is why others have turned them in. CROOKS!!!

I dropped my phone 1 foot. No external damage. Tempered glass screen protector intact. Screen had a full horizontal blue line and would not respond to touch. Went to Verizon dealer. Told to file claim for damage screen online. I did and got an instant denial of claim. Called Verizon number provided. They spoke with Asurion and was told denial of claim. Tech tried to help, but I noted that screen bleed was happening. Told it was screen damage and NOT malfunction covered by warranty or I would pay 500 if Verizon discovered this after I sent it to them.

I had my phone screen go black so I took it to the local AT&T store to have it checked out. They took it apart and tested it for moisture and looked at screen for cracks with nothing to be found. The salesman said it was clean and a warranty was going to be no problem. They ordered a new phone from Asurion which I got in two days and I then sent back the so called damaged phone for warranty. Two weeks later Asurion sends back the damaged phone and says "keep them both. We are not covering the damaged one and you owe for the replacement." I go back to AT&T store and tell them the news. The manager then says, "We will order you another new phone and when it comes send back the replacement one and we will file under insurance not warranty and your cost will be $149.00." They said, "Easy. It will be done." So now I have two new phones and my so called damaged one.

I had several phones on Asurion's plans. I had one Galaxy s4 that was damaged and filed a claim. After much aggravation and time I finally got the claim approved. In the end they wanted $150.00 for a deductible. On top of that I have paid them $11.00/month for 33 months ($363.00) plus the $150.00 equals $513.00 to get a refurbished phone! On eBay right now I can buy the same phone with all of the accessories for approximately $150.00. So I basically paid $363.00 to get terrible customer service. What a fool I have been.

Insurance companies are supposed to alleviate the cost to the owner for damage or loss. This company ** me for a $200 deductible for a cracked screen. They are only going to replace the screen and give someone else the phone. So for the company to charge $200 and replace a $75 screen to sell the phone to someone else, this is not an insurance company. This is a scam of a company and a rip off. I can understand if they were giving you a brand new replacement device, but this is not the case, and half the time, they send you a defective device. You're better off going to best buy and buying a Squaretrade warranty. It's cheaper and much better coverage. Do not buy this insurance. If I could give it a fraction of a star, I would. The customer service reps are completely rude and disrespectful. They can't even give you a way to track your replacement device.

Disappointment with Asurion when a replacement phone gets rerouted back to them because they did not send it to the correct address. Anyone can make a mistake but when no compensation is made they are not a good business to do business with. 10 days is too long to wait for a phone that they say will be there in 48 hours then again send another one to the wrong address. No phone again. Personally is fake when they say "I'M SORRY" but will do nothing about it.

I was ready to submit a claim but just had one very simple question before I did so. I used their chat service to ask my question, "Will the insurance automatically cover the replacement device?" and I was being given attitude and responses that did not answer my question. I was constantly told "I will be right with you" over and over. I was also constantly asked "Anything else I can help you with?" immediately after my question was not answered. I will never use this insurance company again and I will help spread the word to everyone not to use this Insurance company.

Cell was lost or stolen at the time of purchase and Asurion would not honor insurance replacement because the cell had not been used. We paid for the insurance and consider it and Asurion a scam and am dissatisfied because Verizon will not accept responsibility for their errors.

I have had several phones under Asurion insurance for several years. Previous claims have been processed smoothly, and even at the beginning would receive a NEW phone not a refurbished. This time around, when filing a claim, I received notice that this was the second claim for this line in 12 months. I called them and they told me that my last claim was on September 7 last year, but that was for an iPhone 6s and this time was for an iPhone 6S Plus. Now since it's the second claim they are completely taking my insurance off of this line. I asked if they could do anything about it, because I am only a few days from the 7th of September. They told me I could cancel the claim but that would take a couple months to be refunded and even then I would have a larger deductible because it would count as another claim (a third claim). No consideration at all!

This company was one of the worst I have dealt with. I went to AT&T to report the problem. They told me I had to go through Asurion. I filed an online claim on Jul 20. I have called multiple times, been on hold, and transferred all around with no assistance. It is Aug 29 and I still do not have my replacement phone.

I purchased the 2 insurance policy on my new phone. Unfortunately the screen cracked and I called in for a replacement. I was told it could take up to so many days to verify my drop off at UPS and only then could then credit me for the phone. I explained, “My work was through the phone, can we figure out a way around that?” I was told rudely they are sorry, I work off my phone and there was nothing they could do. So I simply told them what a waste their insurance was. I’ll buy a new phone and not buy their insurance again. I’ll make sure to pass along what a scam their "insurance" plans is.

Called for replacement phone for my daughter, phone they sent was refurbished and did not work. Was told they would send another phone. Also refurbished. This phone had other issues. A third phone was sent out but I was told due to problems with all replacements I would be compensated for deductible. Well today I received bill with the 100.00 charge. I called Asurion and was told they don't compensate deductibles so not only have I received faulty equipment but I was also lied to. And the last phone they sent has shadow down screen so I never received equipment that worked properly. I will never pay for ins again, especially this company. They should be closed down.

Cell phone insurance plan - I called Asurion today because my 15 year old dropped her iPhone (surprise) and cracked it. I was appalled at the rude customer service rep and even more appalled when I started to ask a few questions concerning the claim process and got no information served with a side of hostility. Get ready to wait and be treated badly people... Awful experience!

I dropped my phone in the washer on accident [only 2 minutes at MOST]. Obviously it started glitching and water got in the phone. I went in the AT&T store and they gave me a pamphlet that said I had to do this all online now [waste of time, they used to do it in stores]. I was doing it online, filing my claim and they tried giving me a 32GB black Note 5 when I have a 64GB gold Note 5. The color doesn't matter to me but the GB sure do. I had to call someone from this place and they told me that I had to take a picture of my phone and proof of my identity to get a new phone. How do they not know what phone I have if I pay for it monthly?

Yesterday I added insurance to our phones due to the open enrollment at Verizon and today (with only $100 to go to pay off the phone with the edge plan) my phone of course falls out of the diaper bag and on the driveway, shattering the screen regardless of my case and tempered glass screen protector. Just my luck! I get online to file a claim and get sent off to Asurion's website. While working through the steps, it cuts me off saying I had to call their customer support. So I hop on the phone and call and that's where it went downhill. The customer service representative told me that since I didn't use the phone (call/text) since I added the insurance, I was unable to file the claim.

So on 20-Aug-2016 I decided to see if my insurance "Asurion" covered iPhone 6 loose charging port. Went on their website, started filling out their form, and I discovered that I had a claim that had been opened up sometime in the beginning of May. I discovered through their site that the item had shipped to an area two hours from me so I tried to get a hold of Asurion to see what claim I had opened and I was in a Verizon store soon after 9:30 yesterday morning... Short story was that, Verizon I was able to get them on the phone for me.

A replacement phone was sent to me but in no way did it match up in comparison. So I contacted Asurion to resolve this matter and after a long debate (meaning a rude customer service person telling me "just deal with it, you're not getting anything" and laughing), in which turned into a very heated screaming match (they must get training on how to drive people nuts so you just give up and they steal), was told I would receive a comparable phone to mine. I was told that on 8/17/2016 at 7pm Eastern Time I would receive my replacement a LG K10 phone. That never happen. I have checked on the status of when it would arrive several times and it keeps changing. Now it's saying Monday, 8/22/2016. I'm a business owner who depends on my phone!

I lost my original iPhone 6s Plus in the bottom of the lake so I was left with no choice but to file a claim and receive my replacement. At first the phone seemed to work fine but after about 3 weeks half of the phone screen went dim and started draining battery power at an unusually high rate. The phone has never been dropped and is in a protective case. Now my phone has to stay plugged in all day just to use or else the battery power will run out. Since this will be my second claim in 12 months I will have to go through the whole process again and I will lose my insurance coverage. I am convinced this company is a scam providing customers with poor quality products that are halfway house refurbished. Apparently I am not alone with my situation.

Tried to cancel a claim within an hour and was told it could not be done. Told to send the phone back that I receive. I did so the very day I received it. Been since April trying to get my deductible off my account and info sent to AT&T so they can take it off my bill. Been told 2 billing cycles then 7-10 business days then again 7-10 business days. No answers from anyone! I was told a week ago that it shows in their system that they will refund me. WHAT IS THE HOLD UP??? No answer can be given. All I got was an attitude from Asurion. No care for their customers. I'm at the point of cancelling my AT&T services of 20 yrs over this matter. It's going on 5 months with no resolution.

Asurion Insurance, the Walmart service policy people, does not honor their policy terms. I purchased a Snapper mower from Walmart with a 3 year service policy to cover repairs and maintenance on the mower. When the mower failed to start recently, I contacted Walmart for service and was referred to Asurion for that. It took nearly 3 weeks to get Asurion to even respond to the request. Once I had their okay for repairs I carried the mower to their assigned repair facility who proceeded to do repairs under the assumption Asurion would pay for the repairs. Asurion then contacted me to say they wouldn't cover the repairs. The problem was a faulty carburetor which Asurion said was the fault of bad gas and thus not covered. This is an obvious ploy to not pay for needed repairs. I paid out of my own pocket for repairs they should have covered.

Rude and crooks. Not only is it a ripoff to change phones with them, they sent me a STOLEN BLACKLISTED PHONE THAT DIDN'T WORK because the IMEI was blacklisted! I called to see what happened and they were really rude on the phone about the situation. Worst experience ever! I do not recommend anybody to deal with this company.

First of all you pay 8 dollars a month for insurance. Then once your phone is damaged you pay almost 200+ to replace your phone. It's a ripoff. I paid 150 for a replacement phone and got another LG G4 that is did not last about a month. It just started crashing and not turning on without damage done by me. WTF???

I am absolutely shocked at this company -- So, I had dropped my phone (iPhone 6) and the bottom of the screen cracked. I saw that if I filed a claim, there would be a $100 deductible. I figured Apple charges $100 for a screen replacement, so I'd be getting a better deal with a new phone for the same price. Also I pay for premium insurance with AT&T, so I thought I might as well make use of its features. I called up AT&T and they redirected me to Asurion. I filed a claim online which only took a matter of five minutes, so I'm thinking "this is too good to be true" (spoiler, it is).

Asurion is HORRIBLE! I pay 11.00 per month - per line for my 3 iPhones. One broke, and I am required to pay a 200.00 deductible! I could easily go purchase a phone for cheaper! The customer service was horrible as well! They won't even bill the deductible - they want it paid by credit card! What is the point of insurance?! THEY SHOULD BE PUT OUT OF BUSINESS!!!

I was extremely skeptical about cellphone insurance. BUT I went to AT&T store and they said have to file claim either online or by phone. Submitted claim for a drowned iPhone 6 at 12:20 Tuesday. The FedEx tracking they sent said it left the warehouse 1 hour later and a new phone was in my hand less than 24 hrs. I hope I'm not the exception, but this process was impressive enough for me to find a website to write a review.

Asurion hung up on me four times when making a claim including two times with Verizon on the line!! I've had Asurion mobile insurance for years in my name for my Daughter's phone. She drops her IPHONE 6S two weeks ago and it stops working. I'm out of the country so she switches service at Verizon to an old IPHONE 5 she still has. I get back and today tried to file a claim with Asurion. I'm told the insurance dropped when she activated the 5S. I say okay but the insurance for the 6S WAS ACTIVE (verified by Verizon) when the 6 stopped working and I'm making a claim after the fact. I get passed around to several unhelpful people who have no interest in processing a claim then they hang up.

Unfortunately I signed up for AT&T Next for new iPhone 6 for my husband and myself. The salesman told me how much money I would save (lie) and then talked me into the insurance in case of damage. So a year later husband's phone was run over. Filed a claim for replacement and paid $99 deductible. Received "new" phone next day. 3 weeks later hubby drops his phone (in a protective case) from less than 2 feet, and the screen cracked. I chose not to have screen repaired so as not to void the warranty. A week later phone just quit picking up signal. Wifi worked, everything else worked, but no calls or anything through the network.

I had a beautiful 17 inch Acer laptop with fast processor, lots of memory, an awesome sound card, amazing monitor, built-in speakers, webcam, the works which cost me $700 on sale. One day, my hubby laid a heavy book on the closed cover causing the screen to develop dead pixels. We had Asurion's coverage thru my stepson, who worked in their call center. He said to send it in and they would most likely replace the screen or replace the computer with something comparable. All we had to do was pay $50 and send it in. Cool, I thought I could be getting a new laptop for $50. Wrong. Instead of having my laptop repaired, they did replace it... with a $200 refurbished HP that is NOT EVEN CLOSE to comparable to the Acer. So why didn't you send it back, you may ask? The day after the "new" laptop arrived, I received an Acer hard drive in the mail. They had already dismantled my computer.

If I could rate them as -0 I would. I broke my Samsung Galaxy S6 Monday night. I immediately contacted Sprint, my carrier and they redirect me to Asurion, Sprint's claims department. I filed the claim online that night and I was told to go to the store the next day. On Tuesday the store could not fix the phone, so I had to open a new claim, right on the spot. When I filed the claim over the phone, I was told over the phone that the color I originally have (black) is out of stock and the only ones they have in stock is the white phones. At this point, I don't care I need the phone for my business. They mention that it would take up to three days for me to get the phone, even though the website clearly states that if you submit a claim before 10:00 pm CST you will get your replacement the next day. This is not the case!

The question of whether Asurion is running a illegal con game is well documented. My question is why AT&T and other phone companies are still in bed with them? And second, when in the hell is the consumer protection agency gonna do something about it? They are ripping off thousands of consumers on a daily basis. $8 a month to insure anything between $100 -$900. 24hr delay to respond. Then response that requires unrealized documentation. Then if and when they do respond, a used or non-working device. Then more stalling. This is unbelievable that AT&T, Verizon and ASURION can openly commit fraud like this.

I returned a refurbished phone to Asurion after deciding to keep my iPhone 5S with its intact cracked screen. Was never informed that it was a refurbished phone and decided to return the phone to them with their APPROVAL. Asurion agreed to refund my 100 dollars to my ATT account. Each month I call and they assure me that they ALL (spoke to more than 10 reps so far...) see in the account notes that a refund was authorized and YET I have still not seen this refund to my account. This is a deal breaker for me with ATT after being a customer for many, many years. Tired of being transferred around to a host of reps that do NOT take care of the problem. ATT is less helpful than Asurion... I will be canceling insurance on ALL of my phone lines and devices and will advise all of my family members to take good care of their devices as this is NOT worth it. I pay 24 dollars a month for 3 devices. This is $288 a year! How foolish am I!!

My 1 year old iPhone 6s was water damaged. I went to Apple Store where they checked and said it was a dud and they could give me new one for $199. I had Asurion insurance and hence filed a claim and they shipped a new one out for $99 only. Two days after the phone arrived my iPhone miraculously started working. So I went back to the Apple Store and asked them whether it genuinely was good and working and that it would not give me problems in the future. They were stumped, checked and said it was good, no problems.

Got a new phone and set it up all well. After I was done it wouldn't charge. Bought a new Apple jack and cable and it still wouldn't charge... I'm using the new Apple jack and cable right now on my iPad and it works great. Tried the software update and then a phone reset. Still the "new" phone doesn't charge. I pay insurance every month and then for this crappy replacement I am charged a 200 dollar deductible. Save your money and drop the insurance.

Someone stole my iPhone 6 May 1st. I tried to locate but ended up filing a claim May 3rd to replace my iPhone 6. I paid $199 for a replacement phone... which I figure is refurbished but has been working fine... so lo and behold my original phone was mailed back to me approximately 7 weeks after reported stolen. Perfectly good phone... I had paid $600 for it... so I took it in to see if I could get it hooked up for my disabled brother and the Verizon people called Asurion and Asurion says that once a phone is reported lost or stolen it can NEVER be connected again or used. SO that means that I have a $600 PAPERWEIGHT.

My experience was terrible with Asurion (Sprint)!! My son got his phone wet and I began a claim that included verifying my address. My address that they had on record was inaccurate and I updated it via the conversation we had during the call. They stated they would overnight a phone and I would pay the 200.00 deductible. The next day as I was waiting for phone, I checked tracking online and the tracking said the phone had been delivered. I checked outside and no phone.

I have been with AT&T for over 10 years. I have had device protection with throughout this time, and pay monthly for this protection on the 5 phones on the account... This week my daughter dropped her Samsung Note 5 64GB (SM-920A) phone, cracked the screen and camera. Called AT&T, they verified I had protection and passed me to Asurion!

I used the company to get a replacement on my LG Nexus 5, which had a microphone that died. I love the Nexus 5 and was hoping to get the same model, but ended up receiving a refurbished Samsung Galaxy S5. I won't give it one star because there were some positives and I did read the fine print, but the service was not worth the price it in my experience. The good: The claim process was quick and easy. Just fill out the form and away you go. The package I received arrived the next business day. The refurbished phone was in pretty good condition. I couldn't even tell it was refurbished until I opened the back and saw the sticker.

I broke my phone and called Asurion to file a claim for my iPhone 6. Ended up being sent a LOST & STOLEN phone the next day. How did I know this? Soon as I received the phone and uploaded iCloud and all of my data, I texted my brother to say "Hey I have my phone back, yay!" He texted back "Who is this and I'm blocking you." "Say what? It's your sister!" After quite a while he still didn't believe me. My phone number evidently was popping up on his side as an area code of 214 not 561...

I Paid for a warranty that Verizon says no additional fees or hassles, followed by an easy claims process 50.00 promise. Had a problem with the product (broken glass). Contacted Asurion to file a claim. I was told I have to pay $200.00 for broken face which apple will fix it for $120.00. In short, you pay for a warranty service that is complete B.S. It's a lie and a scam. I paid for 2 years warranty every month total of $360.00 and then to find out to repair a top glass I have to pay 200.00 for a 120.00 job. These warranties are pure profit and what these careers teach their salespeople are pure B.S to get your money. ASURION is a pure SCAM company.

The fee for this phone insurance is not worth it. Each replacement phone is a refurbished phone, which I have no complaint about. But I would like the replacement phone to work as if new. After our third try, we are giving up. This time the phone worked better until we found the fingerprint and a few other minor functions didn't work - only we found them just after the 90 day period expired. Would they even think about an exception, no way. Forget about Asurion insurance unless you want to be taken advantage of.

Paid for a warranty that says no additional fees or hassles, followed by an easy claims process promise. Had a problem with the product and contacted Asurion to file a claim. I was told I couldn't file a claim because it was still under warranty from the manufacturer. "Ok, fair enough" I thought to myself. Contact manufacturer and was told that it's not covered. So, in short, you pay for a warranty service that is complete B.S. It's a lie and a scam.

About a week ago I was having problems with my Galaxy S6 which I bought about a month ago. I tried to soft reset it and it worked but the system went back out again after about 3 days. So I went to MetroPCS and asked what I should do and she stated that 3 others prior to me came in with the same issue and I needed to contact Samsung and get it fixed or a new phone since it was a factory issue. Called Samsung and she could not reset it and I had to send it to them. Well she told me it would cost 166.84 but it would take 2-3 business days to get there, 3-5 days to fix it at the least, and 2-5 business days to send it back. So I'm looking at 2-3 weeks w/o a phone so that was a no!

I have been paying for this insurance for over a year and now when I need a new phone, they are asking for a 50 dollar "co-pay". A co-pay? What is this? A doctor's office? This is total BS! It would cost me 50 dollars to just go get this same phone, new from the MetroPCS store! ALSO when I suggested on the phone with the insurance rep, that it should really be free as I have already been paying them, she said "FREE?!" and like chuckled, like I'm the crazy one?! It is not an insurance program at all, just a way to scam people. They have taken at least 60 dollars from me already FOR NOTHING. I will NEVER buy phone insurance again.

My phone was stolen on Saturday night. I had insurance with Asurion and filed a claim on Sunday. I was promised that I would have my phone on Monday which was very important since I am going on a business trip early Tuesday. I just received tracking from UPS that I will receive my phone Tuesday after I leave on business. I am not happy that Asurion did told me that I would have a phone on Monday and now it will be Tuesday after I leave on a business trip.

I don't even know where to begin when talking about the level of dissatisfaction I have encountered with both this company as well as my service provider, Metro PCS. Please take this as a "BUYER BEWARE" notice, because as you can see on this site there are numerous problems with this company. Let me start by describing the problem with my original phone. I purchased a brand new Samsung Galaxy S5 for a good chunk of cash about two years ago from Metro PCS. Let me add that I decided to pay extra for insurance every month, and I was told by the Metro manager that with this insurance, I could get a brand new replacement phone - nothing REFURBISHED.

I cracked my screen and had to pay $200 deductible. I was told that any damage to my next phone, I would only have to pay $50 for a replacement. However, the next time my screen cracked, I had to pay another $200 deductible but Asurion says they "do not cover" physical damage. What the heck is the point of paying for this insurance then? Furthermore, when I ordered my replacement and paid another $200, I was told that my phone is on backorder and it will be 5-7 days until I receive it.

Misleading business practices and defective equipment. I purchased cellular phone insurance through Verizon Wireless and carried it for almost two years without having to use it. When my phone broke, I contacted Verizon and was informed that my insurance was owned by Asurion. I contacted Asurion and they promised to send me a new phone, after paying a $199 deductible. This was the first I had been told about the deductible, and I had no option but to accept it because I needed a new phone. When the new phone arrived, it was clear it was a refurbished phone, not a new one as I was lead to believe I would receive. Moreover, the phone did not work properly. A quick internet search revealed that Asurion has shipped many many defective phones to various customers. I called them again and they sent a second phone promptly. Again, this phone did not work.

I'd rather purchase a new phone than to deal with these people. My claim was denied because THEY said I did not have the phone in my possession... Huh??? I had phone in my possession. The screen was cracked. After the initial call to customer service the games began... transferred all over the place. Not resolved yet. This is useless.

I been paying insurance with this company monthly for 1 year, costing me $9 a month. When I finally needed their support on a tech issue with my phone that I got from AT&T, I was treated very poorly and was asked a passcode that was assigned to me by AT&T. So I then called them back with the passcode and still they could not access my account. I cancelled the insurance right away. Why pay for insurance if they hide from you at the time when you need them!!!

I dropped my Iphone 6 plus in the sink and had to order a replacement online, that was super easy and simple. Then I got my replacement the next day, it straight out of the box didn't work, it had the "grey death bar" at the top of the screen which is an Apple hardware issue not the screen like some people think. It's a refurb so they probably just replaced the screen and sent it on its way. Where I get mad is the fact that they didn't test it well enough since the issue was immediate for me.

I dropped my Note 4 in paint over a year ago and it just finally started giving me problems so I made a claim and got a new Note 4 then like 3 days after I got it, it got so hot in the middle of the night that it shut itself down and melted the paint on my case. I called Asurion and they immediately sent me out a $30 gift card and upgraded me to a Note 5 and it was brand new in the box. I thought it was great but now I have had it 2 weeks now and every time I'm on the phone I can't use my data unless I'm in Wi-Fi.

I purchased a washer and dryer from Home Depot. Apparently Home Depot sells dryers without a time dry, but it is on the display of the dryer showing it's available for use. They also have protection plans with small fine print and do not give you any paperwork about it or inform you of the common problems other people are having with the protection plan. They also install the washer and dryer knowing it is against the protection plan to store anywhere without A/C. So when the protection plan kicks in after the one-year warranty. You are no longer covered. Then you're stuck with a broken washer or dryer and a protection plan that you paid for. Apparently the fine print indicates that if you do not have your appliances in a controlled environment, you are not covered.

Unauthorized charge to my credit card. Scripted sales pitch when called. Unknown how they got my credit card number. Fraud charge to my credit card. Contacted credit card company and had them send me a new credit card and close my account under ***FRAUD*** charge. Contacting U.S. Consumer Protection Agency and Texas agencies. Personal attorney contacted. Possible class action lawsuit pending.

Asurion is a terrible phone insurance company. They have sent me THREE non-functioning phones in a row and are telling me they won't refund the $200 I had to pay (in addition to my regular top-of-the-line insurance through Verizon). Giving the the run-around on the phone, unwilling to help at all, unwilling to send a NEW phone (which is what I had purchased in the first place) instead of a crappy refurbished phone. I will cancel my insurance through my carrier because Asurion sucks SO BADLY. Will look into Apple Care instead. No one has time to deal with all of this - and they make YOU set up the troubleshoot the faulty phones THEY send! Um, no. Asurion needs to be boycotted. They are the WORST!

Like most people have already stated in their reviews, Asurion is the worst! I don't think I'll be adding anything new here. Paid $7.99 for insurance for my phone for almost 3 years and a $175 deductible for a lost HTC One. I received a refurbished LG 3 that lasted 3 months before it died. No I didn't drop it. No I didn't damage it in any way. It just died. I called Asurion. They refused to help and told me to call T-Mobile for assistance. To T-Mobile's credit, they did just that. So all together I paid about $400 for a piece of crap, old phone that was dead in 3 months. Never again! Lesson learned!

I had Asurion with ATT three phones covered. Had one claim. They sent a crappy refurbished replacement. Oh well, then my other phone died. I went to see how much the deductible would be. Well, they had only one phone listed, and it was a phone that I do not even own. So since my phones were not listed, I had to prove that I bought the phone. TOTAL BS! I have had the same 3 phones since I started 1.5 years ago. I dropped them. Will never do business with them again.

While I could unload for pages with the fury of dissatisfaction over my experience with this company, I'll simply warn consumers: Asurion does not care about you! They consistently alter policies and play with the language of their contracts without clearly informing you. Their customer service is inept, rude and under-educated about the products they claim to cover. 90 days and still waiting on replacement phone for my son even after paying an unexpected and unannounced deductible increase. RUN to the next available insurance coverage on your mobile devices. I'll rejoice on the day I hear that this company ceases to exist.

Someone managed to file a claim on my account, claiming my iPhone 6 was lost or stolen. This person paid the $100 deductible and Asurion mailed them a phone in April 2016. On June 24, 2016, Verizon Wireless disconnected phone service for my iPhone based on this fraudulent claim. It took 7 days of daily phone calls to Verizon and Asurion before Asurion would release the lock on my phone so Verizon could reconnect it. I requested additional information from Asurion multiple times as I don't know how someone could manage to get this fraudulent claim through unless my account was compromised. I expressed my concern about my personal information being exposed for two months before knowing about it. Asurion refused to answer my questions about how this happened or why they would mail a phone to an address not on my account. Verizon Wireless was unable to reconnect my phone without Asurion's approval.

So, I pay insurance fee to Sprint for all my cell phones just in case something happens. I only file a claim when necessary, so I file a claim to get a replacement, it takes them a week to ship. In the meantime they charge the 200$ deductible, send it to crappy FedEx whom never delivered my phone. I call Asurion to inform them, they tell me there is nothing they can do because that is a problem between FedEx and myself, that I need to take it up with them!! Now am beyond frustrated because am already going back and forth with FedEx because of their crappy service. Asurion is still charging me the deductible even though I don't have a phone!!!

Asurion phone protection provided through Verizon Wireless. My Verizon bill statement reads Wireless Phone Protection. Today I learned, as it was pointed out to me by an Asurion Supervisor by the name of Volitra - sorry if I butchered the name - "My "PHONE" IS NOT protected" is my LINE. So, the technicality in this terminology is the following scenario: if you reach the number of claims by their terms and conditions they drop you from this so called phone protection insurance and you will need to start all over again BUT only if you buy a BRAND NEW PHONE you will qualify. After Asurion drops you, it will not allow you to continue to protect your phone on your existing line - only if it is a brand new phone! So, although I purchase protection for my phone, I ended up purchasing protection for my LINE.

I cancelled this service because my son had previously filed a claim (for a brand new phone) and I paid the $50 deductible (now I know that I could have fixed the phone for not much more than the $50). I was then sent a replacement phone. Unbeknownst to me, they sent a refurbished phone. Unfortunately, my son several months later had another issue with his phone. When he went to file a phone, he was informed it would be $100 or $150 (can't remember now) and on top of that they threatened to cancel the coverage (I have been paying on that insurance nearly 20+ years).

My iPhone 6 plus got water damaged. I connected my old iPhone 4. When Verizon told me I would have to go through Asurion, that's what I did. Over the whole process it took 5 claims for them to get it right because my original iPhone 6 plus wasn't listed on my verizon account because it was damaged and another phone was connected! Obviously! When I told Asurion to reach out to verizon to confirm it was indeed an iPhone 6 plus they said "we can't do that. You will need to fill out another affidavit!!!"

I had loss breakage insurance with Asurion on my iPhone. I had the phone for 2 years and it failed to operate one day. No fault of mine, just an electronic failure. I called Asurion immediately and spoke to someone at length and was told I would receive an email within the hour with instructions. No email arrived. Called back and they did not know anything about an email and told me to file a claim online and they would respond within 24 hours. I did that. I checked in 24 hours and they said it would be another 24 hours till they really responded and what the online information said was wrong and so on. Eventually I read more reviews and figured out the outfit was unreliable and went to the store and bought a new phone and chalked up my experience as a waste of time and money.

6/28/2016 10:45 pm. I called Verizon in regards to my cell phone. This morning I had trouble accessing my phone. Although the power was on; the screen was completely blank (a black screen). Although I could hear the alarm, hear receiving phone calls and able to power on and off, I was not able to utilize the phone. I trouble-shooted by restarting the phone and even removed the battery. The screen remained blank. I became frustrated being that I need my phone for receiving and returning business calls. The Verizon center was closed by the time I came home. I called Verizon who quickly and unknowing forwarded me to Asurion. A man name Patrick seemed confused and spent over an hour trying to assist but was not able to help. He claimed I needed a replacement. He prompted me to a screen for deductibles and stated that I had to pay $149.00 for the replacement since my phone had a crack.

Beyond crap service!!! Don't get duped by the people you purchase from... In my case Walmart. I've given both of these outfits a chance to do the right thing... Otherwise I'm filing with Consumer Affairs and the attorney general for these outfits to do the right thing for a customer that bought Asurion as a protection plan. So far I sent my beats wireless in to get repaired and the repair was crap and they changed out with someone else's crap. My bluetooth was programmed in many devices and when I received it back. It wasnt the same headphones and Asurion lies and says its the same unit. Please do not purchase a 3 year plan that aint worth ** with the ** repairs made and the down time.

When you buy a phone from Verizon, they ask if you want to insure it. They do not give you insurance company choices. They push only ONE insurance company and give you no other option. They charge you 7-10 dollars a month for as long as you have the insurance. Even if you have had the phone for years. The price never goes down. They make you pay a huge deductible (200.00) when the value of your phone may only be 239.00 and tell you that your phone cost 650.00. I stated that is what I paid for it almost two years ago. Are you telling me that is the value of it now??? He said, to think of it like car insurance...when you had to file, you had to pay a deductible.

The company gave me what I paid my deductible, a better iPhone 6s Plus then the one I dropped in the water. Let's look at a few things. I never purchase insurance in on my iPhone. Thus once I experienced water damage on the one under contract I contact Sprint, purchase 13 service, order a replacement phone honored by Sprint, pay 200 deductible, cancel insurance after I received the new phone. Now with iPhone forever I wait to trade those phone in for the iPhone 7. Out no money, had Sprint break up the 200 in payments. I don't see what the issue is for most. Why are you paying the 13 every month when you can report a lost one day after adding the insurance? They sent me a nice refurbished iPhone 6S Plus 64 gb space grey. Looks just like the one I dropped in water and works great.

If any good exists in this world at all, Asurion will be out of business quickly. They assist cell phone carriers in the raping of consumers on a daily basis. We all need mobile phones so we just bend over and take the Asurion treatment over and over and over again. You pay for device insurance every single month. Right? It is at minimum a $5 addition to your cell phone bill every single time. But wait! That adds up to NOTHING. Because Asurion still wants a $150 deductible to fill your claim. And a deductible in any other line of insurance means that if you have another problem within a certain timeframe, they meet the cost and pay for it because you have already paid your dues.

Takes several documents to confirm your identity making you feel like a thief. I pay good money to have my phone replaced in case something happens and this is the service you need to expect. Not very happy.

I got my iPhone 6 Plus wet while kayaking and Asurion sent me a "new" phone that was actually refurbished!!! It was awful! I am a business owner who uses my phone for work and it completely failed me. The screen NEVER worked. I would be getting calls and tapping the screen to answer and the phone didn't respond AT ALL! Do yourself a favor and DO NOT use this insurance service! Oh, and by the way, I paid $200 to be sent a non-working phone! AWFUL COMPANY! I will use AppleCare from now on - GUARANTEED!

I have been a customer with Verizon for over 15 years and have paid insurance on a monthly basis to Asurion for all that time. I have needed a replacement phone on 3 occasions. This is how it goes (EVERY TIME!!!). They send a phone that doesn't work, you call them, they replace it with ANOTHER phone that does not work - this goes on for weeks and in 1 case more than a month!!! They take your money and send you faulty equipment. I called and spoke to the corporate office, they REFUSED to even have a conversation because I was recording the call (so I would have proof). THEY can record the call, but I am not allowed to? They are in breach of contract - the contract states they will send me a replacement phone within 24 hrs, sending a broken phone IS NOT a replacement phone! Taking weeks... is not 24 hrs and refusing to allow me to have proof? Well that just shows they are AWARE of what they are doing and do not want evidence!

This simply the worst experience I ever had with a company! I had an iPhone 6s Plus that went into the water and when I filed a claim Asurion til today was unable to send me the exact device. At first they sent the iPhone 6s simple which is smaller. I notified them of the mistake and I told them I had the 6s plus silver. They then told me that I will have to wait longer because the color was out of stock. A week later They sent me the 6s plus Rose gold. I remain very calm and little upset after all when I called the third time to get my order right! This time the representative told me they still don't have the 16 gb 6s plus silver but the 64 gb 6s plus. I told them I did not care as long as it was the 6 plus silver! Again they sent me the same phone 6s simple silver 64 gb same as the first mistake. Very upset. This time I call them and they are refusing to process another order even though I provide them the shipping number.

Been paying for this insurance for several years - sold to me as this will protect you from any phone problem you can have. Finally needed it, wow if I kept what I paid each month for a year (have paid well over the years) I could have paid double for what they replaced and still saved after paying the deductible. DO NOT WASTE YOUR MONEY!!!

Thought it was a good idea to have insurance on my wife's iPhone. I was right. She dropped the phone and cracked the screen. $200 deductible and BAM, my new phone is delivered 3 days later. Only it's not new. It's used. And it didn't work. So they send a second one. You have to love CONSISTENCY. The second phone also didn't work. It's not like they both failed after hours of use... they failed out of the box! So now the third phone just got delivered. I'm guessing it probably doesn't work either, but I'd loved to be surprised. Will cancel the insurance as soon as I get a phone that actually works! Seems like an absolute scam. I wonder if the state's INSURANCE Departments govern this sort of lousy so-called insurance. Seems like BAD FAITH transactions abound with this company.

I completely regret paying for his service! I purchased my phone at Wal-Mart on November 21, 2014 - iPhone 6. In 2014 paid $179.99 for the phone and $99.00 for the insurance. Was assured my phone would be replaced if I needed to file a claim. On June 8, 2016, I contacted Asurion because the screen was cracked on my phone. They informed me they do not have an iPhone 6 available and will have to refund my money in the form of a Wal-Mart e-card. I can take the gift card to purchase a new phone. I find it very difficult to believe there are no iPhone 6 Sprint phones available. Regardless, the problem is a new phone is considerably more (couple hundred dollars) than I paid for my phone.

Today I opened up my statement for my Chase credit card and was surprised to see that I owed more than twice what I expected. There was a $149 UNAUTHORIZED charge from Asurion. I had no clue who these people were until I looked them up on the internet. I have never done business with them, and sure as heck would never pay $149 for insurance for a cell phone that I paid $300 for!

I have had nothing but a pleasant experience dealing with Asurion Device replacement within the last year. In November of 2015 my son's iPhone 5s was stolen. I completed a claim with Asurion paid my $149 deductible and they mailed a replacement next day. Refurbished or new Asurion backs their devices with a one year warranty. In May of this year the Touch ID stopped working on the replacement 5s so I contacted Asurion and they promptly sent another device. It just so happened that this device was not working correctly either.

My son dropped his iPhone 6 and break the glass even though it was in an Otter box. We have Asurion on all 5 of our family's phones. We pay $11 per phone per month. The first time we ever try to file a claim to get the damaged phone replaced or repaired these jokers tell me it's going to cost $200 for the deductible and I can have the glass replaced all day for under $100. They are set up so you do not want to file the claim because it's cheaper to get it fixed yourself. The only time it could possibly benefits you is if you actually lost your phone.

Two complaints about this insurance. The increasing deductible -- was $50 now it is $200 for iPhones and Galaxy Note -- Not sure about Kyocera Torque. I cracked my screen on my Galaxy Note Edge --- LOVE MY EDGE --- Asurion does not replace EDGE and want to send me an older Galaxy Note phone to replace my Edge??? This service is a Total Scam -- we pay 15/mo. on each our Galaxy Notes, 11/mo. on each of our iPhones and 9/mo. on one Kyocera Torque. That is $61/mo. to cover all our phones with this company. HORRIBLE DEAL.

To make a long story short, I have dealt with Asurion several times now and have always been taken advantage of. The last situation was after losing my phone, I made a claim through Asurion after fighting with them to get a replacement for over 2 hours on the phone. Finally they agreed, sent a new phone that I received 2 days later.

I am trying to get satisfaction with Asurion about an iPhone 6S replacement. I purchased their coverage at AT&T when I got the phone last fall. Now I need to replace the phone as I dropped it and the screen shattered (that's why you buy the insurance). They want to replace the phone with an iPhone 6. That's a 3 year old phone, that doesn't feel right. They won't give me a date when I could get a 6S replacement. They don't have it in inventory. What a crock of crap.

This is a very useless insurance company. Never use them. Asurion is a scam. I have been with them for more than 5 years. I have paid them more than $1,200 (over the course of five years) for coverage on two phones (mine and my wife's). Never used them. The first time I need them to cover broken screen on my iPhone 6. They tell me that I have to pay a $200 deductible. I spoke with the customer rep., Stephany. She told me that because my insurance was changed from individual to group insurance that reset the clock and now I don't qualified for any discount on the deductible. That makes no sense. I have been paying for my insurance regardless of what you call it (individual or group insurance). In other words, I need to pay $200 to fix my screen. Asurion is very dishonest and they shouldn't treat their customer this way. I am very disappointment.

Such a garbage company. Don't insure your phone. They really do suck.

I call this guys from Asurion to start a claim. I'm far away from any kind of printer or such a thing, and without that they can process my claim 'cause they got to be sure I'm who I'm. It's like what the **. I been paying them by almost year and a half and now when I do a claim they are worry if it’s me. Hello, I believe this don't have to be like this. VERIZON PLEASE FIND ANOTHER INSURANCE COMPANY. I WILL POST THIS ON TWITTER AND FACEBOOK. SOMEONE HAVE TO DO SOMETHING.

After several years of coverage I lost an iPad and file a claim. This has been denied since they report that the sim continued to be active after the date of loss. It took a day to recognize that the iPad was lost so it is not surprising that it was not turned off at the time of loss. In fact had known that if I was losing it and turned it off I would not have lost it. The notification of denial does not provide a phone number or provide information regarding appeal rights. I would advise those with this insurance to cancel it.

My iPhone came into contact with water and died. I went online to see what I needed to do to get a replacement. The reviews were so negative that I waited for 2 days to file a claim online because I did not want to deal with it. A lot of the negative reviews were about being hung up on or transferred. My online claim was so easy, and I had my replacement phone the next day by 3 pm. I updated the phone myself, using the simple instructions that were enclosed. The Verizon rep took longer to do activate the phone! I don't know if my phone is new or refurbished- it does not matter. It looks and operates exactly like the original phone. I am very happy with the entire process.

I was standing in Verizon while calling Asurion and after being hung up on once, calling back to have the rudest woman tell me I didn't have insurance and to call Verizon (remind you I was in Verizon) to verify, which was funny because they did but she wouldn't accept it. I then asked for a manager and she told me she will connect me to a customer care department (they have a customer care department to oversee the customer service dept) which was zero help. The customer care lady told me that I was wrong and that I didn't have insurance yet 2 people with Verizon stated to her that I was paying insurance, she told me I was lying. This company is a complete and utter joke. They will not honor your insurance even though you’re paying for it. THE WORST COMPANY EVER and an embarrassment to call the department customer service or care, because they don't.

They said I filed a claim within the past year when I had not. So I had to pay more than $100. I got hung up on before I had talked to a rep twice and one time they answered but no one was speaking. I got the wrong information three times before I ever talked to someone that actually was helpful. Worst customer service experience ever!

Replacement of Galaxy S6 edge plus. I read all these unsatisfied customers and would like to remind people that 99% of satisfied people will never file a review, only dissatisfied will waste time normally, but I would like to say my process was quick easy, and aside from scanning and uploading documents it was hassle free and the scan upload wasn't their fault. I'm still waiting for the phone which seems to have greater memory than my previous one, and I'm not looking a gift horse in the mouth. Till it gets here I hope the battery isn't defective like so many others say theirs was. We'll see. I will post again when it arrives. It's being shipped. Overall so far 5 stars.

I have an 18 year old son who is away at school in another state. My son called me from the school to advise his phone was lost or stolen. Rather than submitting a claim and having the phone shipped to him he asked that I wait till he came home for the memorial day weekend. I went to Asurion's website to file my claim. On the claim form it ask for the date of the incident. Not knowing the exact date I put May 12th. In the comments section I advised them I wasn't exactly sure of the date of the incident however it was around that time. It then asked me for the make and model of my phone. One of the options was unknown. At the time I had no idea what kind of phone my son had. It wasn't like I could even call him to ask. So I selected unknown.

I will be dropping my insurance I have had with Asurion for over 2 years. I have never had a claim. I just got this phone and my husband was in the process of activating this phone on our account when he slipped and it fell to the ground and got a tiny crack in the LCD. I thought, "Well, no problem. We have insurance. I called Asurion and they refuse to cover the phone because it was not on my account. So the first rep told me to take the phone to AT&T and add it to the account and they would be able to cover it. I took it to AT&T explained my situation and they gladly added the phone to my account and activated the device. I thought great I can now get this covered!

My telephone provider, AT&T uses Asurion for insurance like all the other telephone providers in the US. I bought a Samsung Galaxy 6 Edge last May and it quit working. No clue that it was going to quit working, just dead. I have used Asurion in the past 2 times to get a non smartphone replacement phone. Both times the phone was sent out to get it within 2 days. That was the good part. The first phone worked for 3 months. The second one worked for 6 months and I had to pay a claim amount double to the first one. So I had now paid $150 for 2 refurbished phones that lasted 9 months. I was not eligible for another replacement, so I went to Walmart and purchased a GoPhone for $50. I waited until I could get an upgrade and did it. Now that my Edge has quit working, it is $199 to make a claim even though I have not made a claim in the last 12 months and according to the policy it is 50% off for not having made a claim, so it should be $99.

DON'T EVER USE THIS SERVICE! They are horrible. I've been waiting over 4 weeks for them to resend a phone. They sent the phone the first time, but when I received the box, it was empty. I call every day and the customer service is horrible. I honestly think there is something illegal going on with this company.

Purchase a tv back in 3/2015 and on 5/1/16 it just went black, no picture, no audio, and at the end, it didn't want to turn back on. Called the Asurion and we did the troubleshooting and was advise that a representative would call me within 5 business days to set up an appointment for repair. I got a phone call later from some guy who was confused as to what he was going to be doing with my tv so at the end he said "I am waiting for a part so I can repair your tv and it should be here within this week so I will call you to set up time for repair." It's been 3 weeks now.

Like many, I had to go through Asurion to replace my broken Sprint phone. I had no idea that I was paying for 3rd party insurance until this time. Long story short, I have now received four phones from them. All refurbished, all with terrible battery life. I purchased a Samsung S7 Edge for the extended battery life. The battery life on these refurbished phones is practically non-existent. The calls to Asurion are the same. I want a phone that works! Yet it's the same crap every time. I really don't understand the legalities of sending me a refurbished phone when I am paying to lease a brand new phone. I will NEVER use this party for my phone insurance again. It's been a nightmare. I can't understand why Sprint would subject their customers to this inconvenience.

The worst experience ever. My phone was cracked and I called this insurance company to ask how much is the deductible. The representative 1 told me I had to do all the claim process, which includes photocopy of my driver's license and the affidavit, only to hear how much is my deductible amount. I called Asurion again after taking my time to do this process, and the representative 2 told me that I did not have to do it and she told me the deductible amount right away. Then I was transferred to the customer representative 3 who supposedly is a manager position and she advised me, with attitude, to wait for 2 weeks so I was eligible for paying less deductible because one year was about to pass since I got my phone.

This phone is a piece of poop. I got an LG Stylo phone through Asurion, an insurance deal through MetroPCS. Asurion claims they will send you a new phone or a refurbished one at their option, depending on the equipment. What that means is, they will send you a used phone that doesn't work. I am sure they are all refurbished. I had to pay insurance every month for the program, which was $6 a month. I didn't realize there was $100 deductible. The ** phone only cost me $125 to start with for the new, working one!

I was in awe when calling Verizon and referred to Asurion Insurance due to shattering the face of my phone. Representative explained notification had been mailed between Feb. 26 and March 26 to inform customers of change in deductible. Representative at first had no data stating original cost of deductible as claimed. Very poor communication between customer and representative. Several questions representative stated she couldn't answer, but before hanging up questions were clearly answered. Representative was openly told that consumer would contact the Better Business office and would let colleagues and others to be aware if poor relationship.

I received 4 refurbished replacement phones from Asurion after my phone was stolen at Target. The first one would not activate. I called to tell them and they kindly asked me to send it back and that they would send a new one right away. The second came quickly and actually worked but it was the incorrect phone and not what I wanted. The third phone they sent would not activate. When I got my 4th phone that would not activate, I spent 3+ hours on the phone with the only shining star at Sprint Corporate, Cher'L, who helped me get my phone working correctly, including a trip to the store to get a new SIM card because Asurion had sent a defective one.

I had to use my Asurion insurance to replace an I-phone 6 after putting it through the washer. The replacement arrived and worked for a couple of months and then stopped ringing for calls followed by failure of the touch screen about 80% of the time. I paid the two hundred dollars deductible for a poorly refurbished replacement. The $200 deductible plus several years of monthly insurance fees would have been better used to buy a new phone. I do not recommend the insurance. I did not get a replacement phone that is worth five dollars.

I imagine since you provide cell phone insurance your main task is to satisfy claims; typically be sending replacement phones. So why is it so difficult to provide a battery with the replacement phone? I'm sure many replacements are being shipped, and although I appreciate the next day delivery, that becomes meaningless when I now have to wait over the weekend for a battery. Do your job correctly the first time around because an apology doesn't fix the inconvenience already faced with a defective phone.

WORST experience ever! I have been a customer of Sprint for 4 years and have been paying insurance on two phones for the whole 4 years. I know it's a gamble when it comes to insurance with phones but added together that would be approximately $1000.00, that I have given Asurion in the past 4 years, this is also my first claim. I cracked and broke my Samsung Galaxy Sport and decided to go through Asurion and pay the deductible which is $200.00. The representative there told me they can only give me a Galaxy S5 because the sport is no longer manufactured. Asurion proceeded to tell me it's the same phone but the sport is water resistant whereas the Galaxy S5 is not. I need a water resistant phone because I work on boats. I proceeded to tell them I need my original device because I'm paying monthly for insurance or they should lower my deductible.

This company had to be the worst to try and deal with. Unsuccessfully 5 times I have tried to talk to them about what was told to me by one of their reps. All I got was rude and crude behavior. Said what I said was not true and I got 96.00 added to my AT&T bill that I was unaware of and they sent me 3 phone a different times for the same claim. First box was delivered with nothing in it but paper and taped up. Second one I finally got activated, then sent me a third one which I sent back, so I called. They gave a a runaround and said I wouldn't be charged and sure enough, I was charged!! They refused to reimburse me so now I have a charge that I shouldn't have to pay. If I could, I would never deal with people again. I give this company 0 stars - it sucks!!

I lost my S5 while jogging near a construction site. Filed a claim with Asurion online. I received the replacement phone and already had charging issues. I called and the representative helped me with that issue. It wasn't the last. Now it keeps turning off by itself and restarting to the point where it ruined two Samsung SD cards, a 64gb and 128gb. I called again pending the ridiculous 30 min wait as I explained the issues. They dropped or hung up on me. As I asked to speak to a supervisor. They informed me that they don't have any supervisor.

I got a new AT&T phone in January, and included the Asurion insurance plan. Last week I began receiving texts that my insurance claim was being processed. I hadn't made a claim. Even though my address is in Texas, they sent a phone to an address in Florida on a claim. Without talking to me. Now I have a fraud claim... Be careful...

Cell phone insurance through AT&T is a nightmare. The amount of issues with this company is ridiculous. Someone needs to do something about all the fraud that is happening with this company. I have placed several claims and that keep getting denied because it states the phone was not active on the line when it was. I call AT&T and they say they can see the phone was on the line in one system but yet in their other system it says it's a different phone, so when they check the date of the claim it states a different phone was on the line and it was not active so despite paying for insurance they don't cover the phone. It is not worth the money or the time. Brand new Galaxy S7 lost with no way to replace it. 749.00 gone!!! Even though it was insured.

I made a claim with Asurion because I lost my damaged phone. I paid the deductible of 200.00, plus the cost of new phone $299.00 and the original phone for 299.00, thus spending a total $800.00. Then when they replaced it, they decided to charge me again $545.00 for non-returning equipment, when the phone fell off the boat into the lake. They are a rip-off. You should not even have the insurance. I called them, but they said I didn't call them soon enough. when I actually had spoken with them twice, but of course, they had no record of a conversation. I will never buy their insurance again and intend to leave Sprint after being with the carrier since 1996 or earlier. I just can't believe they can still be allowed to conduct business.

My iPhone broke and I called Asurion. They requested information to verify my account, charged me 220 dlls and three days later I got a refurbished phone. The phone didn't work, the screen was not responding, so I called Asurion and complained. They sent another refurbish phone. The phone wouldn't charge or turn on, so I called again, and they were going to "Review" my account. Today I got an email requesting the payment of 200 dlls again!!! What a scam!!! Don't bother, it's better to go with Apple Care!

We have had Asurion phone insurance on 5-6 phones for more than 10 years - our carrier is Verizon. It is nightmare to file a claim with this company -- they make it extremely difficult. There are no staff to answer questions and if you make any type of error completing their online form you simply get a message your claim has been denied - no explanation and you have to start from square one again. If you happen to get someone on the phone (they try to leave you on hold a minimum of 30 minutes during which time you get a continual loop recording stressing how easy it would be to simply file online) you can count on being disconnected a minimum of 3-5 times and each time you have to call, listen to brainwashing recording and start all over again. I am cancelling this account- I don't care if I have to pay full price for 5 replacement phones- better to pay Apple than this overpriced, difficult, unhelpful company. Good riddance.

I purchased 3 new phones last year in May and added the AT&T/Asurion insurance package at $30 per month. Since I was buying the phones through the Next Program with AT&T I wanted to make sure my phones were properly insured. Now a year later, my son dropped his phone and the iPhone 6 screen cracked. Asurion has a "declining deductible" for their "loyal" insureds of $199. If you do not file a claim in 6 months it's reduced 25% and 1 year it's reduced 50%. Get this, I file my claim in May, but it's 2 weeks short of the EXACT day, not month but day, so they would not honor a 50% reduced deductible. SORRY customer service!! I cancelled the policy and I'm considering cancelling AT&T for their alliance with such a crappy plan.

I've unfortunately had to replace my phone through Asurion several times in the past 8 years or so. The first few times I had to replace my phone because it was stolen or the screen cracked, I received a brand new device for a deductible of $160, which I thought was very fair. More recently, I've received refurbished devices that almost always end up having technical problems, or a very bad battery life since they aren't new. This happened to me just recently, where my refurb replacement wouldn't stay on if it was lower than 55% charged, and would constantly turn itself on and off in a loop.

Nightmare experience -- endless runarounds making claim including necessity to submit printed affidavit with wet signature to file claim for iPhone with damaged screen. Replacement phone is defective -- spent ENTIRE DAY on tech support calls to Apple and Verizon before being told to give up and get a new replacement phone. $200 deductible after paying $9.00 per month for insurance -- outrageous. Plan to cancel policies on five iPhones we own.

I've had Asurion for years. Never had a damaged phone. Unfortunately, in the past year, I had two damaged phones in less than a 12 month period. They dropped me because they will not provide more than two phone replacements in a 12 month period. Of course, I have been paying them monthly premiums for six or seven years. Not a way to do business to "drop" someone. Perhaps limit their coverage, but don't punish people for using a service they paid for. Plus, the replacement phones are refurbished and of inferior quality.

AT&T pushes Asurion insurance but they brand it as if it was their own. Asurion personnel are unfamiliar with their own processes and forget to get necessary information causing additional calls or even claims to be denied. I placed a claim on 4/19 and just now they are sending me a check, they say. Information I offered to send with initial affidavit, and they said not to, ended up being one of many delaying factors (my receipt). I was told my claim was denied, approved, waiting on my shipping address, item shipped, then please pick a replacement item from this list of items not even close to being comparable to the item I lost. Once I rejected their replacement offer I was told a claims adjuster would be reaching out to me for a cash buy out in 24-48 hours.

I will start by saying I would give a lower rating than the one star if it was an option. This insurance company "Asurion" is the worst. Nightmare!! First it is not any fun when you damage a phone (crack screen) and have to pay the deductible. However the torture that they then put you through in getting the replacement is ridiculous. I get the replacement and then 3 weeks later it will not work. I worked with Verizon first who was excellent. They had great customer service and were very patient with me spending more than an hour troubleshooting on the phone. After several calls to Verizon along with Google chats it was determined it was a defect and needed to be replaced.

I filed a claim to replace a shattered screen and was sent a refurbished phone. Right out of the box the phone had terrible battery life and a short time later the touchscreen stopped working. The battery is simply an inconvenience; the touchscreen a necessity. I contacted Asurion and was amused that the phone tree had an option for poor battery life and/or dead touchscreen. The operator was friendly enough, took my information and let me know that they would be sending me a new phone. Had the experience ended there this would be a five star review.

This is an important HEADS UP for consumers in the US. We bought a washing machine at Home Depot and also purchased the service contract from Asurion. We knew the service plan was necessary because as many people know I am a completely disabled vet with a leg amputation and cancer. When we purchased the machine and service plan we were VERY clear we had a limited income and needed a reliable machine with a great service plan. Sure enough in time, we needed the machine serviced. The result - not covered because the water pump and drain hose are clogged with hair and dirt.