Asurion Reviews

The very next day, I opened the box to get the paper out to mail the phone back to AT&T, I tracked the shipping and Asurion received the phone back on May 28, 2015. In July AT&T disconnected services to my 4 phones, because of the $99.00 balance of the phone I returned. I contacted AT&T and explained the situation - my phones were turned back on, but I was charged a bill for $40 to turn my phones, back on which was ridiculous!

The AT&T Customer Service Representative transferred me over to Asurion and they said they received the replacement phone back on June 2, 2015 and would make sure my account gets credited, so my phones don’t get disconnected again next month. August 2015 my phones get disconnected again, because of the $99 balance. I was traveling out of town doing an Audit Site Visit and had no access to a phone for 2 hours. When I was finally able to use a phone, I contacted AT&T - had to explain the situation all over again, (why there are no notes in my account to review, I don’t know).

The AT&T Customer Service Representative told me I would have to pay $40 to get my services turned back on my phones. I told the Customer Service Representative I wanted to speak to a Supervisor, because I should not be responsible for someone else’s mistake especially when according to my records AT&T received the phone back on May 28, 2015. After 2 hours on the phone, AT&T finally turned my phones back on after Asurion was on three-way and verified they did receive the phone back according to their records June 2, 2015. Asurion told me they don’t know why the services were disconnected because they credited my account on July 22, 2015.

I received notification September 30, 2015 - I had a balance of $99 and to avoid service disruption I need to pay the bill immediately. I contacted AT&T and explained the situation to a Customer Service Representative. She said she would put a payment arrangement on my phone until October 16, 2015 to give Asurion time to credit my account; she then transferred me over to Asurion. Asurion told me again they credited my account on July 22, 2015 and aren’t sure why there is still a $99 balance, but they would look into it for me.

I explained it needed to get cleared up by October 16th, so my phones don’t get disconnected and they told me it would be cleared up before then. I received notification today my phone still has a balance of $99 and if it isn’t paid by tomorrow my phones would be disconnected. I contacted AT&T, explained the situation to them and then they transferred me to Asurion, after being on hold and getting nowhere - I asked to talk to a Supervisor. She told me they don’t have Supervisors but they have a Care Solution Team member that could talk to me. I was on hold for 30 minutes, before I was able to talk to someone. She told me it is a billing problem. I would need to talk to AT&T, so they don’t disconnect my phone tomorrow.

I explained to her AT&T transferred me over to her, so they could credit my account (something they were supposed to do almost five months ago). She said she would talk to the accounting department and it could take 7-10 business days, before they find out anything. I told her, “I don’t have 7-10 days; I am going to be out of town tomorrow for work doing an Audit and need my phone.” I explained to her again - "AT&T needs to receive something from Asurion that you did receive my phone, so it doesn’t get disconnected tomorrow." She said they couldn’t do that - it was a billing problem. After further discussion she transferred me back to AT&T to the collection department and I explained my situation again.

This is unacceptable and should not have happened! Asurion received the phone back according to my records May 28, 2015 - their records June 2, 2015 and today is October 15, 2015 and they have still neglected to credit my account for some unknown reason!!! I have been a customer of AT&T for almost 20 years. I even transferred my cable, internet and home phone over from Cox to AT&T almost 2 years ago and this is how you treat me? Shame on you as a large Company to allow this to happen to me. I have complained to 3 supervisors in the past 3 months and have gotten nowhere!!! I should not have to stress over something that I have no control over!!!

In the past three months this situation has caused me stress, excessive worry and high blood pressure where my doctor has recently had to up my milligrams on my blood pressure medicine. I want to be credited back my account for July 2015, when I was charged $40 to get my phones turned back on when it wasn’t my fault at all!!! I did what I was supposed to do; I returned the phone the very next day.

Recently I have looked at the Customer Reviews for Asurion and you should be ashamed of yourself for bad customer service. It is obvious you do not care about your customers or customer satisfaction and that is a shame!!! Although I have to say the two ladies I spoke with today from AT&T understood my frustration and were very friendly, the customer service representative and the collections lady. They deserve a job well done, for trying to diffuse the situation.

Asurion has proven to me you are not responsible and do not take responsibility for your actions. Integrity means doing the right thing at all times and in all circumstances, whether or not anyone is watching. It takes having the courage to do the right thing, no matter what the consequences will be. Building a reputation of integrity takes years, but it takes only a second to lose, so never allow yourself to ever do anything that would damage your integrity. Empathy is understanding a person’s experience and what it means to them; listening carefully and truly and hear what is being said. It is sad a large company like yourself does not demonstrate effective communication skills or good business skills!

I contacted my dad to be sure I did not leave it there at his house and I searched my car and house. After going through every bag I took on the trip and looking everywhere more than once, I came to the conclusion someone took it not realizing it was worthless or I misplaced it. I made a claim online - sent copy of my drivers license -the affidavit.. everything completed the process 12 days ago.

To verify my claim was in process I called 2 days after filing online and spoke to a rep.of Asurion for a good length of time who took down my address and all my information over the phone. I was told by this employee that my phone is out of stock.... what? Great... so I asked "Well what are my options?" The employee of Asurion I was speaking to says "Oh wait well does the color of the phone have to be the same as the one you previously owned..." Oh I thought to myself you mean the one you just charged me a $200 deductible for that I got insured by your company for this very purpose in case it gets damaged, lost or stolen. No I answered, no I guess the color doesn't matter if that means I can get a replacement phone I would rather settle for a color that they do have being I need a phone. I said "I don't care about the color but the replacement phone will be new right?"

The Asurion employee now tells me "Oh I cannot guarantee that it would be new, it might be refurbished." Basically I have no choice - I was not aware of this before paying the deductible or when purchasing this insurance. I'm disappointed by the end of this conversation but I just want a working phone so next question "when will I get my phone?" I'm told "well it should be in the next few days, possibly 5 - 7 business days." This was a Monday so on Friday I decide to call again to see if my phone had at least been sent out.

So this will be my second time speaking to a Asurion employee by phone... I tell the reason for my call is I wanted to check on my claim and the whereabouts of my replacement phone. Well I'm told my phone is out of stock... hmmm ok yes I was told this already... and again I'm offered a different color, they may have in stock if I don't mind color being not the same as the one I'm paying a $200 dollar deductible and have the full coverage damaged lost or stolen they replace it insurance.

So I'm told on a Friday phone will be sent out should arrive Monday - it's Wednesday... I go to the Asurion online track status and it states "Thank you for checking the status of your claim. We know how important your device is to you. We are working to ship your device to you as quickly as possible. We will send you a tracking email as soon as it ships from our warehouse. Please remember, for the most up-to-date information continue to check back here, on www.phoneclaim.com."

The page you go to make a claim says quick and easy when really it is anything but - more like delayed and exhausting. I have not received an email or my phone and I have no idea when I will. This is not ok!!! I feel I'm being given the runaround... I need a phone so I'm considering just buying one and eating the $200 and canceling this awful Asurion insurance - it is a joke.

Now I'm being told that my application will not be processed without me providing this information. I told them that I already provided them with this information. I do not have this information available. In the end, I am paying a monthly fee for nothing. In reading up online on this company, I see that many customers are being deceived by Asurion. There are many similar horror stories about this sham company. This scam company has got to stopped. How many consumers are being robbed by this company?

I called one last time to have my phone replaced after reading again the Asurion replacement policy which I was completely within scope! Asurion responded to me & followed up with a letter stating, "Your claim has been denied for the following reasons: You did not report your claim in a timely manner as required by the coverage certificate." I am stuck with a $1,000 paperweight. There is no physical damage to my phone however since the update which I was forced to do by AT&T the OS has issues. Mine is not an isolated complaint, I was told by several AT&T agents there were several and assured me Asurion would take care of me and my issues.

Here is a list of after update issues as of March 2015: no keyboard, dropping calls, having to reboot several times daily, freezing up, having to take battery out to power down to restart, just to name a few! I would hope customers will come forward for a lawsuit to be compensated for the money we are owed. This is the worst monopoly, Asurion is the one of the biggest consumer rip off companies of 2015! Another lawsuit is needed to set them straight - they have been sued before class action lawsuit! Get on board people!!!

It's funny how you guys charge all of your customers each month and we can't be late with our payments. But when it comes TO YOU guys to take care of YOUR customers, IT TAKES FOREVER!!! Why is that??? I looked up online, I could had ordered me a phone for $130 brand new same phone you guys giving me and it would be here faster than your service. I mean I wouldn't recommend you to anybody. Now I got an email, it says it's a back order - it will take 3-7 business days. Really??? How convenient is that for your customers with no phone and still paying it!!!

But alas, instead, for cracking the screen on my smartphone for the very first time (mind you this is my 2nd one over a 4 year period), I contacted Asurion and found all my hopes and faith in this company to be all wrong! I was asked not only that I continue to pay the $10/month, but also that I pay an additional $99 for a replacement refurbished phone (not $50 for the brand new phone I got).

"Oh wait", you may say, "but that $50 you spent was because you got a contract with a phone company". You are correct. However, as of today, I researched the cost of my phone...Brand new (not refurbished) and the cost ranges from $149.00 to $200.00. And you want me to pay $99.00 for a refurbished phone? Which in theory is only available after having the insurance at $10.00 a month? I could have saved the $10.00 per month (which over the past approximately 4 years = $480.00) and the stress dealing with this company...And bought a refurbished phone from eBay, newegg, best buy, etc. for less than $99.00.

About a month later, I received a letter from Asurion stating that they had not received my phone and if they did not receive it by a certain date, I would be charged $500. Since I know I mailed it and since they did this to me before and later received my phone, I didn't worry too much. About a week later I emailed Asurion and they told me they had not received it and the tracking number does not exist which means the post office never received and scanned it. When I tracked it through the Post Office with the number I peeled off of the label Asurion provided (see attached letter from Asurion) the Post Office shows that the number is invalid or does not exist. From my experience regarding sending packages, as soon as the label is created the number exists and when the package is received by the carrier, it shows as such and you are able to track where it is and if it had arrived.

So Asurion charged me $545 through my Sprint account. I have been a Sprint customer in good standing for almost 10 years. I have had other claims with Asurion and they have always received my phone, eventually. So now I have paid $200 for a replacement phone, paid the monthly insurance of $11 for over a year and now have been charged $545 for a phone I sent to them and do not possess. In total, if I were to pay the $545, I will have spent over $800 for a replacement phone when I could have purchased a brand new phone for less. What do I have insurance for? I am wondering if I can now report the phone stolen so I do not get charged the $545? I cannot afford the $545 so if this does not get resolved, I now will have to break contract with Sprint. And why did Asurion not tell me to send the phone through certified mail?

At one point, I checked the return status with Asurion and next to the status was a question mark. When I clicked on the question mark, it brought up a box that said "We have received a return, however, the device received does not match the device we are expecting back. In order to receive a refund, please return the correct device" (see attached). I called and told Asurion to return the incorrect device and was told that the message doesn't really mean anything. So I just checked again and now they have changed the message to "Our records show that the expected device has not been received. In order to receive a refund for the non-return, please return the device." So if the message doesn't mean anything why did they change it? I am so frustrated with this whole process. I don't know what to do now.

When I spoke to the rep in that department, she advised me that once I paid for the full price of the phone out of pocket I would need to fax in the receipt. Once they received the receipt and it was "approved" they would send me a check in 7-10 business days. I'm obviously upset about how much time I've wasted dealing with a service that I pay for and Asurion has left me feeling unappreciated and not a top priority. I would not recommend this service to anyone but my enemies. Needless to say my relationship with Asurion will be done once I receive my phone, whenever that may be...

So I arrive to my friend's house at 6:00PM on Monday, October 5 and call from her phone. Then the man asks me have I backed my phone up because they are going to do a hard reset and I'll lose everything. Of course I'm immediately annoyed because the guy I spoke to the previous day neglected to tell me this information. I again told him what the Apple rep said. I was unable to back my phone up because iOS 9 was having issues with the iCloud and my laptop did not have enough space on it. So after speaking to about 4 other LOVELY (insert sarcasm) customer representatives, I finally convince the 6th one to finally send me a new phone. This whole ordeal took 2 hours and 45 minutes. I told this young lady my apartment number and repeated it TWICE.

GUESS WHAT? She STILL put the wrong apartment number down. So now I am sitting here on the phone with UPS trying to correct ASURION's mistake because clearly the only job requirement is the ability to speak English. The next time I upgrade my phone I am canceling my protection plan and I will just keep an extra phone and pray to God that nothing happens to it. I rather come out of pocket for the full retail price at Apple than to ever have to deal with Asurion ever again.

The screen didn't break, it didn't get wet, or any other issue that could've been caused by her. The port was faulty to begin with and we were told that had we brought it in within 7 days it would be different. That's crazy, 7 days in it was still charging, just a bit difficult getting it on the charger. We just figured it would probably become easier as time went on. Who would've thought the inside piece would fall out. What a disappointment that Verizon even does business with this company! It's insulting after being customers of 18 years with only 1 prior claim. Also, after reading all the other reviews, I can't believe Asurion hasn't been shut down for bad business. As a customer, you are completely helpless and have no choice but to deal with this nonsense. I'm calling Verizon to complain as well, and reporting this to anyone I can.

Another week went by and I didn't receive my device so I called again. They once again told me that my phone was on back order and would arrive within the next 5 days. I waited once more and still my device never arrived, so I call back this last Saturday and finally I was informed by one of Asurion's supervisors that there was a glitch in the system and that's the reason my device hasn't come in yet. She then proceeded to promise me that the issue was resolved and that my device was guaranteed to arrive on Monday (today) 10/5/15. I arrived at home around 6:30pm this evening only to find out that my phone still has not arrived. So here I am super disappointed and very upset.

I have been calling Asurion for the last hour now being switched from call to call and person to person having to explain myself a numerous amount of different times (every phone call with Asurion has been like this). I am wasting my time trying to figure out where the device that I have already paid for is. After being hung-up on and being transferred to different people multiple times, finally someone who was in a completely different department informed me that I was just randomly being transferred because my issue had nothing to do with the department she was in. So now I am being tossed around like a punching bag and not getting any help from anyone.

After all of this I was informed that I have to wait for a phone call tonight from someone who can further assist me with this problem. (I have low hopes this will happen). I have never been more disappointed and disgusted with the attitudes of these people and this company or with anyone else in my life! I have been without a phone for almost a month because of this absolutely bogus company. They are mendacious in absolutely every way. Asurion is the most crooked, two timing, misleading, fictitious and underhanded company I have ever dealed with in my life. I could not be more UNSATISFIED!!

I filed a claim with Asurion immediately when I got home. My first claim was denied stating that the phone claimed was not in use at the time of the incident. I called Asurion and they redirected me to ATT. I told the representative and they understood what had happened. I wAS told that because I changed the Sim card to another device, that is what Asurion sees on my account. The ATT representative spoke with Asurion for me and I got back on the line. Since the first claim was denied, a new claim needed to be opened. A new affidavit and another copy of my DL needed to be submitted. This time they told me to change the claim date to 9/29/2015 so the service issue would not come up again. I hang up with this company and was told that I would receive a call in w4 hours.

I called back on 9/30/15 after not receiving a call in 24 hours. The representative from Asurion told me that it was approved and that my White 32gb Note 5 will be on its way. I stopped them right aWay and told them that my phone is a black 64gb model. Asurion told me that they would have to cancel the claim and start it over again. I told them to refile the claim. I did not pay for a 64gb model to have a 32gb model to replace it. A new claim was made, another affidavit filled out, another picture of my DL, and another 24 hours to wait.

I called Asurion again on 10/1/2015 after no notice in 24 hours. I was told that my claim was denied because I had a hold on my account with ATT. I was transferred to ATT who told me that there is no such thing on my account and that it has been in good standing for 15 years. I was then transferred back to Asurion with the ATT on the line to explain the situation. After a long discussion a new claim was processed, another affidavit, copy of my DL was submitted. This time I waited on this line to make sure they received all of the information. After they received all of the documentation Asurion told me my 32gb black phone will be on its way.

I stopped the representative again. Told them it is a 64gb black note 5. They said they will need to cancel the claim and start a new one. This time they asked me for proof of purchase. I sent them a picture of the receipt and a picture of the box, both showing the correct information. The rep told me that they will need to confirm this with ATT. After being on the phone for 2 hours I told them to do what they needed to do. The information was verified and a phone was mailed out.

It is 10/3/2015 and I just received a phone. I opened the box and it is a black 32gb note. Not only the wrong phone but the wrong size as well. I called Asurion and the only information I could gets that the device was shipped and I was redirected to ATT again. I was on the phone with ATT explaining what happened over the last few days. They called Asurion for me and I was placed back on the line.

Another claim was processed, all the while the same issue were brought up about not using the right phone at the time of the accident, verifying the phone information and speaking again with ATT. I verified with Asurion several times about the model color and size of the device being claimed. Black 64gb note 5. We will see what I get in 1-2 business days. A horrible experience so far. Over 8 hours on the phone with representative over 4 days. I still do not have a new phone and I am worried that I will get the wrong phone again. I will be cancelling the insurances as soon as possible. I would rather buy a new phone than have to deal with these people again.

At some point I went on a chat with at Asurion claims department website, and after nearly 30 minutes they could still not figure out how to get this claim processed once and for all. They kept saying they had NO ACCESS to this claim records - Even the supervisor who took over the chat told me the same thing! Imagine that? Asurion own claims department staff does not have access to claim information... Whatever.

What the heck are you people are complaining about. I pay 7 freakin dollars a month for peace of mind. Also if you had the insurance for at least a year they take 50 percent off so instead of 200 deductible you pay 99 dollars. They go by how long you have the insurance. Now if you didn't have the insurance and you broke your 850-dollar phone within 4 months of having it like my daughter just did - it flew out of her hands because she tripped in the driveway and it fell on concrete and broke. If we didn't have a Asurion she would be out of a phone and I sure can't afford another 850 on a phone. People stop complaining.

The next call to Verizon yielded a diligent rep. This rep read through all the notes and offered to get Asurion on the line to get the issue resolved. The rep called Asurion and was greeted with a horrible woman that asked her "what do you want me to tell you, I see the same thing you do". This rude Asurion rep told the Verizon rep that she saw where the Insurance was canceled but couldn't tell why so it had to be Verizon's error. After a lengthy conversation the Verizon rep remained calm and thanked the Asurion rep for her time. She advised me to call the enrollment Department in the morning to speak with them about what had happened and why. 4 hours later an no resolution and more frustrated than ever.

I called the next morning 10/1/15 and the enrollment person at Asurion, Tracey, told me that I had two claims in one year so my insurance was cancelled at the time of the second claim and there was nothing she could do 'cause I didn't have insurance. She said I filed a claim in Feb of 2013 then replaced that phone again in November of 2013. I informed her I had a warranty replacement due to ghost dialing and battery issues and not a claim but when the rep asked if the phone was in new condition I told her there was a small scratch in the top corner. She said since there was a scratch I needed to pay the deductible but did not disclose that it was considered a claim or that I would be dropped. At no time was I informed that if I filed the claim I would be dropped from the insurance. During the 10/1/15 call I asked to speak to a manager to file a grievance.

The manager Susie was rude and very nasty to me. I think she was upset because she was being bothered. She said like car insurance they can drop me if I had too many claims and that notification of being dropped is a courtesy and not guaranteed. She said since the system shows two claimed in one year then they had the right to drop me and all customers agree to this so I'm no different. She constantly over talked me and would tell me that I already told her this info. She said I should have looked at my bill and saw I didn't have insurance and there was nothing she was going to do to fix it because I'm not a customer... I still have another phone on the account that the insurance remained active on but I'm not a customer???

I asked for information to file a grievance and she said she didn't have grievance information and that I just needed to call Verizon. When I told her I would be mentioning her in the grievance she replied "please do". I told her that management should have information on how customers could file grievances and she told me she could transfer me to the legal department because she doesn't know what else to tell me. I asked her for her rep ID and she replied that her name was Suzie, spelled it out, and said her last name started with a **. She said she didn't have to give me her rep ID and proceeded to transfer me to legal. After about a 15 min hold she released the call. So no resolution and my phone is still overheating.

8 minutes later I get another email stating the claims is approved and my phone was shipping out that same day. This was Saturday at 5:12 pm. At 9:45 pm I get another email with my tracking number which stated will be delivered on Tuesday so next day from Monday. I was so happy with the quick process then my doubts got the best of me and I started reading company reviews. All the 1 star bad reviews had me worried I was going to get a refurbished crappy phone with a million problems. I regretted using the insurance. Late last night Sunday I got an email from UPS advising my package was scheduled for delivery on Monday. I was excited but worried.

UPS guy shows up at 12 pm. I opened the box and there it was... A BRAND NEW LG Stylo phone from Metro PCS, the same exact box I got when I purchased my phone brand new from Metro. Not a refurbished, downgraded, less quality phone. All brand new accessories from LG just like my original box. Activation took 10 minutes with Metro over the phone. I am so happy and grateful for this insurance and will be more careful with this one new phone.

The quick process, the quick delivery and to receive a brand new phone with all accessories like right out of the Metro store was a blessing. Hard to believe we are talking about the same company. On a side note, I used them with electronics purchased from Walmart and never received anything less than superb service. No I have not been paid for this review like I read someone suggest on their review. I just think people should know that this is a satisfied customer who will continue to insure my valuables with Asurion until they do me wrong.

I said, "No Lumia phones?" She said the model I wanted I could not get right now. If I wanted 30-90 days I might be able to get one. "Seriously?" I said to her, "What do I do in the meantime?" Her suggestion was take a free phone from them minus the deductible or go buy a new phone (which I could purchase from them). When I asked if they had a NEW Lumia 1520 for sale she did not respond. She then pushed the HTC M8 saying it would be good enough for what I need. I thought how does she know what I need? (My usage is primarily the camera 20 megapixel along with the Lumia software for live images, etc.) NO other phone they were offering has that. I could buy a NEW 640 outright with a 5-8mpx cam for 100 dollars but it won't suit my needs.

Hoping for better luck I tried the online chat service. I even tried for a lesser phablet Windows phone to see if they could provide me anything. With the features of Windows phone update 3 and the size device I am looking for they could not help me in the slightest and yet I've paid them well over 300 dollars towards a replacement. Any consumer is better off putting that money in the bank or buying the phone from Amazon and getting their care plan or Apple products straight from them... I will be pushing every avenue to get my money back and I will NEVER fall victim to this scam again.

I don't believe there is anything wrong with expecting the right phone to arrive in the mail. Then I lost another phone but luckily for me it was returned to me, but I had already sent in my deductible payment for another replacement. By the time it had arrived, I had my old phone and I called the company to ask if I could send it back. They told me I could not get my money back from the deductible but I needed to send the phone back anyways. Needless to say, I have since stopped paying for insurance and will NEVER use this company again. Oh and I didn't send the phone back, I sold it and made 500 dollars so suck on that Asurion.

YOU WILL NOT RECEIVE A NEW PHONE from Asurion. Only these glitchy phones which don't work. My first replacement phone went blue screen, the second phone would only work with the Asurion charger and not any Apple components, and the third phone's touch screen does not work. TOTAL MOBILE PROTECTION or any form of insurance serviced by Asurion is effectively worthless. Save your money and just get a new phone or get insurance from the phone manufacturer. Asurion is a worthless company with a worthless insurance policy. Absolute Garbage. A waste of $397 in insurance on a phone which will never be replaced.

This feels like a SCAM. The person on the phone said "Well sir it is similar to car insurance" and that I pay a deductible. Yes, I understand that I pay a deductible on my car insurance but if my car value is 7,000 I do not have a deductible of $6,000 (APP) especially after paying off the initial price I paid for the car to the insurance company. I would suggest that the D.O.J. takes a look at ASURION's business practices because it is definitely NOT in the consumers' best interest. It is more like legalized gambling with house rules! MY ADVICE IS IT SAYS ASURION, JUST SAY NO!

When I went to the AT&T store on 3rd Sept to get a new sim card since the old one was lost and suspended, I had the AT&T person call Asurion and help me settle with them. The AT&T Rep was also appalled at the reasons Asurion was giving for denying the claim. He suggested to contact BBB to file a complaint. I get a letter from Asurion dated Sept 2, 2015 that my device is not covered under the plan. I demand Asurion to refund me all the money they has charged me for over a year if my device was never covered.

First, they declined because supposedly I never said the claim was supposed to be for a damaged phone and not a lost one as I submitted it from the beginning. But I called them over the phone and disclosed this information to them and on the written and notarized affidavit states that my claim is for a damaged phone. The claim takes 24 hrs for them to reply to you and for it to be review. I really do not understand how in 24 hrs they didn't get the chance to read that the claim was for a damage phone and not a lost one. Second, when I asked to speak to a supervisor the women that was helping me hung up the phone to me when I asked for a supervisor and she submitted a second claim without me authorizing it for a damage phone according to them. Then I received an email the same day saying that the second claim which I didn't authorized them to do was denied because I had been using my phone.

But the truth is that I had been paying my phone bill without using it and Sprint is giving me a refund because my line has not been used over a month. So I really don't understand from when they get their information. Lastly, when I received an email from Asurion that same day in order for me to contact them about my claim and I asked for a supervisor for the second time the girl named Stephanie told me that she doesn't have anyone at the moment. I asked her to put someone that can help me because she didn't have the power to do so. She put me on hold for a couple of minutes and supposedly a woman named Diana picked up the phone. When I asked for her last name she didn't want to disclosed it to me and she refuse to do so.

I had been a Sprint customer for the past 2 years and a couple of months and I had never filed a claim before. I am extremely upset and disappointed with Asurion customer service. On top of everything I have to pay a deductible amount in order for me to get a phone. I'm just going to cancel my contract with Sprint and go to another carrier.

So the total to fix a broken screen is $210 if you use the ATT "insurance". Well it so happens that Apple fixes a broken screen for a little over $100, any other place fixes it for around $100. SO I was SCAMMED by ATT and Asurion. That's as clear as I can tell it. Common sense comes around when you've been duped. I wish I would have read this post from someone else before I bought from ATT and got their fake insurance through Asurion. My advice: Don't use ATT and DON'T get their fake insurance because ASURION is a SCAM. If I could give the NEGATIVE 5 stars I would. I feel like I was violated and If I could sue ATT and ASURION, I would.

Yes the monthly fee and deductible add up but it was still less than 1/3 the price of a new Phone. Plus I got to keep all the accessories. I never thought I would take the time to set up an account just to recommend and give a review to a corporation however they deserve it in my this case. I think some of the problems people seem to have with them is the process. If you follow their directions for the process I think you would get the same great result as me.

Went back to Sprint, they called, apologized and told me my item was on the way. Wait days, but still nothing in the mail. Called again a couple days ago, and the same thing happened, they said they had a little glitch in the system, saw I've contacted them previously, but somehow my order never got completed, but that they would send it so that I would receive it today. After everything, I truly imagined I would get it today, and had to take the day off work. But nothing, call back, and again they say the claim was never processed, and that they didn't have the iPhone in my color and tried to make me wait even longer. I ended up getting my screen replaced somewhere else. This is ridiculous. Canceling my policy with Asurion, can't believe I wasted all this time.

I used the online chat and was connected to a person who was incompetent and condescending to the point of actually being rude before he just disconnected. I restarted their chat and got a girl who was at least polite if not very helpful. She did get the plan entered into their computer so it shows up on the website and assured me that the email with the product return label would arrive "within 24 hours". The next day, still no email so I went back online. Their website shows my plan, but still says there is no claim. Again I tried chat, and I got a totally incompetent girl who could only manage the standard apology (which they must have on a Function Key of their computer) and who kept asking which product (of the ONE that I have with them) and other silly questions while trying to tap dance around the fact that she couldn't find any record of any claim.

Finally I told her to just give me the phone number. I called and got a nice lady who immediately found the claim (without needing a dozen questions) and who told me that the email with the return label had been sent to an email address which happened to be an old address - NOT the address that the tech I spoke with yesterday had read from my account record. She resent the email to my correct address and it arrived almost immediately (as any email should). I will drop the tablet at the UPS store tomorrow and I expect to have my replacement before the end of the week. So, at least for the Walmart branded version of the Asurion plans, the answer is to always call their phone number and NEVER try to use the website because the people running the website are totally incompetent and mostly rude.

I emailed the affidavit and I got a response saying Asurion will get back to me within 24 hours. Well 24 hours became 48 hours and then 72 hours then 96 hours and finally I just decided to call. I was on hold for over 40 minutes then finally this rude girl came and asked all the security questions and the reference number and then I was on hold again another 10 minutes. She came back and said my claim had been denied because the day that I said my phone screen cracked the phone was not in use. I said maybe I mixed up the days but that shouldn't matter because the phone is insured and for it to have a cracked screen I was definitely using it. She said NO. I asked to talk to a supervisor and she said she was the supervisor and advised me to contact Rogers and hung up on me.

I really want to start a petition to stop Asurion from defrauding people like this. Rogers should be aware of what's going on and this should stop. Even when they replace your phone they send you refurbished phones that don't work so why pay the insurance. I did my math and it was like $11 a month plus the $200 deductible is not worth losing your new device and get a ** up phone that doesn't work. You may as well just fix it yourself for that much. Anyone that wants to start a petition please let me know and we start this thing going. If we can get 100 names that will be enough to give Rogers a wake up call. Im pretty sure Rogers does not want 100 disgruntled customers. Very hurt by these thieves.

The chat agent advised me that my phone was out of stock and the "Samsung Galaxy S6 64GB Gold Platinum" was the next comparable phone in stock. I told her it would have been nice to be notified that I would not be receiving the exact replacement. Asurion was leaving it up to me to notice it was not the right phone. I find this sneaky. I told the chat rep I would be happy to wait for my phone to be in stock. She advised me to check back in 2-3 days. Day Five-Wednesday 9/9, I called Asurion to see if my phone was in stock. The rep said she would check and asked to put me on hold for 2-3 minutes. While on hold, the phone made a noise like I was being transferred then disconnected. As soon as I was disconnected I received an e-mail that a new claim was started. I immediately called back and got a different rep. That rep advised that a new claim was started for a "Samsung Galaxy S6 Edge 32GB Black Sapphire".

I told her that was not the correct phone and this was the 3rd or 4th time I have had to address this. She apologized and proceeded to start a new claim. She was a very fast talker and asked me what phone, exactly, I needed replaced. I told her that it was listed on my supporting documentation and that she should refer to that, but that it was the "Samsung Galaxy S6 Edge 64GB Gold Platinum". She proceeded to put me on hold. When she came back she proceeded to say the phone she had put in the claim and it sounded to be correct, so I stated yes. She went on to speak of delivery and verified my address. After that she asked if I had any other questions. I told her that I wanted to verify that I was getting the right phone before we disconnected. I asked if I would need to verify and complete the claim online (like last time), and I restated "Samsung Galaxy S6 Edge 64GB Gold Platinum".

She replies "Ugh, ma'am, I have the Samsung Galaxy S6 Edge 32GB Gold Platinum. You just verified it to me a minute ago and I have put the order through, this is the phone you will be receiving." NO! At this point I was not pleasant. I told her that I would not receive a phone that was not the correct replacement when: 1. I pay for this insurance monthly, 2. I have to pay a deductible, and 3. I will be returning a "Samsung Galaxy S6 Edge 64GB Gold Platinum. She said that she could not cancel the order at this point. I told her to transfer me to a manager immediately. I was.

The manager was very short with me. I could tell she was not happy that I wanted the CORRECT PHONE sent to me. She was able to cancel the order and verified the correct phone this time. IN THE END I FEEL THIS COMPANY WANTED TO SEND ME A PHONE OF LESSER VALUE AND RECEIVE MY NICE, EXPENSIVE PHONE TO FIX AND RESELL. Beware of this company!!

I received the replacement device promptly (the only good thing yet). Within a week or so the phone started acting up. Restarting, not keeping time (showing 11:31 am at 6:57 pm for example) apps and widgets disappearing. After speaking to a few agents on the phone they agreed to send me a new device. New device arrives and within a few days it does the SAME THING!!!!! I call back and am told to wipe the device.... ok done. Still not working proper. Call in again a few days later and am told to run the device in safe mode and switch back after a few hours it it all seemed ok. Did that, nothing happened and after a few days again the clock wasn't working again and it was still having problems. I gave up and decided to live with it instead of going through the hassle of yet another device.

Saturday September 5 we are away on holidays. We are staying in a cabin a few hours away from home, decide to go for a walk and leave the cell phone in the cabin, lock the door and head out for 1 - 1.5 hours. Get back and try to check the phone and the screen won't light up. Press the on/off button which turned the phone off and then notice that the inside led/lcd (whatever it is) screen is cracked -_-..... Turn the phone back on and only the top 1/4 of the screen works the rest is useless. Call Asurion right away, it's 8:50 pm ish and of course they are no longer open.

Called first thing in the morning of September 6 and am told because the screen is broken it's not covered under warranty and needs to be filed as a new claim. I'm irritated and leave it at that till we get home. Called Rogers today September 8 and they say the phone should be covered under warranty (this is 2 separate Rogers agents agreeing that the phone should be covered). Call Asurion back 3 times, talk to 6 different people. In the end I am told basically "Too Bad So sad. IF you don't like our service then take your business somewhere else." I was willing to settle for at least a discount on the replacement fee as the phone should have been replaced earlier under warranty and wasn't but after the uncaring attitude and terrible customer service, I'm telling everyone I know about what a terrible experience I've had with Asurion. Rogers has even offered a credit as an "I'm sorry, and we appreciate your business" for Asurion's garbage.

A couple days later, I received an email from Asurion saying: "We received your damaged or defective device and your claim is now complete. We hope you are enjoying your replacement device," which I could barely read through my horribly cracked screen. I called Asurion again regarding this email last Tuesday, September 1, asking about why I got that email when I was talking to her on my damaged device and had no idea where my replacement device was. She explained that the company must have received my replacement device that was shipped back to the company with my corrected address that they were supposed to ship to me again as my broken device and in turn assumed I had my replacement device. She then told me that they would ship another and I would receive it in the next two days.

She informed me that I couldn't use the same address as before, God knows why, so I provided them with a different address. She said I would be contacted to confirm this address and as soon as I confirmed, it would be shipped. So here I am 6 days later still with no email asking confirmation. I called AGAIN and he said that they tried to contact me and I didn't respond. I did not receive a single email or phone call from them whatsoever. This morning I was promised a phone in two days, but I just won't believe anything these people tell me until the phone is in my hand. Absolutely AWFUL service run by people who clearly don't know their right from their left. It infuriates me that I even have to pay after waiting two weeks for them to get their you-know-what together. Astronomically horrible.

2 days later, I was able to pass my line to a Samsung. Meanwhile I was able to to pay the deductible for my iPhone 6 plus. Last week, I call the insurance yo pay the deductible and they told me that the insurance couldn't cover my phone because supposedly, I didn't made the claim -- when I did -- so I asked to talk to a supervisor. I explain to her what was going on so she said she would approve my claim. She got all my information even my Visa information for the deductible. I was happy thinking someone had finally help me but it wasn't that way...

So I received a email ask for me to fill up a form and send a copy of my I'D and I did... So today, I received a email asking for me to call for more information... I spoke to a girl and said my claim was deny because the phone was still in service. They had got all the information wrong thinking that the phone I was using (Samsung) was the one I've lost and I told them the one I lost was iPhone 6 plus. And then they tell me that supposedly the phone I lost wasn't on service at the time... To make it worst, I had the iPhone on a lease and haven't finish paying it...

Idk what to do they just keep changing information every time I call I already spoke to like 5 people and a supervisor, and each one every time I call, tells me something different. I don't think is fair, I been paying my insurance. And they are not helping at worst of all is that the phone they don't want to replace, I haven't finish paying it. I feel so angry and sad that they are doing this to me...

Now it's at 35% so this is obviously a very old used beat up phone that I just payed a fortune for. Mad doesn't describe what I'm feeling right now. What a waste of money this scam insurance company is. I'd expect a lot more from a company as big as Verizon. I'd think they'd have used a legit ins company not these people who are making a fortune off selling people old used up, beat phones and charge what is equal price to a new phone. Unbelievable.

Don't throw your money away, get ins through someone else. There are other options available for Cell phone ins. No need to be scammed by these greedy people. Says in the contract what you will pay for a replacement. What it doesn't say is that you're paying for a phone in worse condition than the one you send them. For what you are charging at least send a brand new phone. I mean Come on. My phone's already 2 models old. I could've bought a brand new version of it off eBay for half what you charged me for this already used up and abused phone. Asurion Ins you should be ashamed of yourselves for doing this to hard working people!!!

After calling them to let them know that they failed to inform me of my phone being on back order and lacking to consider the fact that I did need my phone in a rush, I left for vacation on Thursday. Someone then told me that they would give me a comparable phone, which was basically the same phone but in white (iPhone 5c 16 GB). After giving them my shipping address (again), they told me that I would be getting my phone no later than Wednesday. I accepted the terms although it was pushing extremely close to my deadline.

Thursday comes and still no phone. I call Asurion (while I'm on vacation) and tell them that I would like to speak to a supervisor regarding my situation because I've done my part as a Sprint customer, requiring to pay 150$ to Asurion to receive a new phone, and Asurion has not been doing their part, and I was sick and tired of talking to people who could not keep their promises. They told me that THEY messed up on not telling me that I NEEDED to CALL THEM BACK and CONFIRM MY SHIPPING ADDRESS TO THEM, although that is what I did on Monday when I spoke to them for the SECOND TIME. After hearing this, I became furious because that was such a minor thing (that was not my fault) that made my phone not come in the promised time, 1-2 days.

The supervisor I spoke to was extremely sarcastic with me, she failed to take into account the amount of frustration I've dealt with from them and decided to let my frustration get to her. She kept on asking me for the shipping address and I refused to repeat myself because Asurion has my shipping address on file ALREADY, I then told her what the address was. She told me that I would be receiving an iPhone 5s Silver 16 GB tomorrow (Friday), since the original phone (iPhone 5c yellow 16 GB) was on back order.

That was on Thursday, I don't come back on my vacation until Sunday (today), and I look at my package and it's a yellow iPhone 5c 16 GB. These people didn't even send me the phone they promised me. I then resorted to calling Sprint and letting them know what happened, and they conference-called someone from Asurion to let them know that they did not follow up on what they said I would be receiving. This is what happened:

Turns out Asurion sent out the 5s to the WRONG ADDRESS, and ended up sending the phone that was "on back order" to the RIGHT ADDRESS. While on the phone with the woman from Asurion and the woman from Sprint, the Asurion rep sounded like she was not listening to me at all when I asked her why is it that my claim is being put on hold. She told me that it was because they sent out the phone to the wrong address. When I then said that that sounded like their fault, and the woman from Sprint agreed, I asked if the woman from Asurion was still on the line and turns out the woman HUNG UP ON US.

She hung up on the conference call with the loyal customer and a Sprint supervisor. I absolutely cannot believe how EVERYONE that I've spoken to from Asurion has just disappointed me. I'm a full-time college student and employee and I've had to wait triple the promised time to get my cell phone, my iPhone 5c at that, not even a phone that's popular at this point. Everyone at Asurion were all talk and no action, and they failed to even care about how many times they left me in the dust DESPITE how on top of my part I was.

The irony of all this is that I had to pay 150$ to a THIRD PARTY company, meaning that the phone they sent me back is not really an Apple-authorized phone. How do I know this? When I put my old and cracked Apple iPhone (my original phone) next to the new phone (the same iPhone Asurion sent me) the camera is lens is smaller, the model number and text in the back of my phone is smaller, and the screen size is smaller.

Basically I am not receiving an Apple device. Therefore, if this phone was to mess up in any way, guess who cannot go to Sprint OR Apple to get it fixed? And who am I left to turn to? Right back to Asurion, the THIRD PARTY company who does not send people Authorized Apple iPhones. If I were to take this phone into the Apple store, they would not be able to work on it because it is not THEIRS. It's a scam, I'm left to come BACK to these people who have proven themselves to clearly be incompetent because it took 5 days to deliver something that was supposed to only take 1-2 days to get delivered. Oh and to top it all off, the charger they sent me doesn't even work on the phone they sent to use with the charger. Laughable, just laughable.

Well, I called back again on 8/29 after still no phone, and Asurion said that the previous file was also not completed and that they could not replace their fake iPhone 5 for free. Basically ended up wasting 2 weeks waiting on Asurion's lies about getting the phone replaced for free and ended up settling to submit another claim and deductible. Asurion said they'd drop us off insurance. And left extremely displeased and angry with the insurance company. Please do not use Asurion, they are the worst company you could possibly deal with.

We received the new phone and I thought everything was fine until I received my bill from AT&T and saw a $200 deductible from Asurion. I called Asurion and waited for 5 minutes until I got a rep on the phone. The woman I talked to told me that she couldn't handle my problem and sent me to another person. She sent to a man who had no clue but just kept apologizing saying the deductible is based on how long you have the insurance without making a claim. I repeated that I was quoted $100 on the phone the first time and they needed to honor that. He said no. My son's phone is not worth $200 and I told him if their rep had told me that at the beginning then I wouldn't have filed the claim. I would have gone a different route. I then asked for my old phone back and I would turn this one in and they could remove the whole deductible. He said that was impossible. I asked to speak to his supervisor. He then put me on hold for another 5 minutes.

The supervisor kept quoting the policy and apologizing. I threaten to go to the Better Business Bureau, AT&T and anyone else who would listen to me. She sent me to a CEO. What a joke. There was no talking to the CEO. I said that when you make a mistake you need to own up to it. This person said no. I said "Your customer service sucks and I will do everything in my power to shut you down." I filed a complaint with AT&T. AT&T said they are going to reevaluate their business with Asurion so I know I'm not the only complaint. Please stay away from Asurion. It is a scam. Their reps are rude and disrespectful. They refuse to work with their customers and make their customers satisfied. I laughed at all the "wonderful" reviews they have posted on their website. They also will not allow me to post my review on their website because it would be less than 5 stars.

Then, the entire phone converted to an Asian language and the screen froze. At this point, I had realized that it would not work at all, so I sent it back. I had to postpone my business trip for 4 days because I was waiting for the phone. I ended up just paying $136 at the Apple Store where they fixed my phone. Two weeks after they received the phone, I still did not have my money back. When I tried to call Customer service, I ended up waiting (on hold) for half an hour only to have them tell me to call Asurion. I received the same message when I called Asurion.

Not only did I lose my money, they also wasted my time during this whole fiasco. In conclusion, it cost me $99 for the insurance, $199 for the deductible, and $136 for me to get the screen replaced. I am not satisfied with Verizon's salespeople and Asurion's customer service (talking to a manager didn't help at all). Don't bother buying Verizon's insurance, it's much more cheaper and less stressful when you go directly to the Apple Store.

I needed my phone by today since I'm leaving town on Sunday. To have the phone delivered Saturday they want another $20. I asked that Asurion cover the amount. He put me on hold for a few minutes and came back to tell me that Sprint charges the $20 and I'd have to ask them. Great customer service Asurion. "YOU SUCK!" Now my phone will arrive after I leave town. I think Asurion, like many companies forget about social media and the power we have as consumers. I'm tired of being treated this way by companies that think they are untouchable by the consumers.

I asked what possible reason they could have for refusing to send a phone to a shipping and receiving store and she did not have any answer. Simply stated that it was company policy. They would only send it through having someone sign for it upon delivery - which was the entire point of having it sent to the shipping and receiving store in the first place. So I had to have it sent to a friend's office to be received by his co-worker (call in a favor) and walk over there to get it. The customer service lady also told me that they won't send phones to military bases! Why!? Then the phone arrived and it was not in original packaging, it's a used phone. And guess what - it's pretty buggy. Api's are behaving strangely, and not just apps - today it wouldn't let me make phone calls and had to be shut down and restarted for this to happen. Thanks Asurion!

I called AT&T again to inform them that I was sent a phone that doesn't work. AT&T got a hold of Asurion directly and connected me. The representative from AT&T explained my situation to Asurion. The contact at Asurion "Tiffany" explained that since they sent a bad device and it was well within the warranty, 4 days old, they would send out another replacement phone. Days later still have not yet seen the replacement for the replacement so I called Asurion. They said that I needed to call them within 24 hours of speaking with Tiffany. No one ever informed me of having to call them back a second time.

They then said that they would have called on the secondary number or email address on file to inform to call back. Both alternative methods are in my immediate experience possession and no contact was made. So now 5 days later I call and they said they are now completing the claim, but won't send the phone out for a few days because it is now a weekend. When asking why they didn't let me know to call back the second time their only answer was "I don't know." So now I'm still waiting available and in the meantime have clients that are furious with me because they are not able to reach me because of Asurion utter lack of communication both to the consumer and internally within their organization.

I purchased the $40 unlimited TTD plan and sometime around June the phone slowed down considerably. On Sat. August 15th 2015, I dropped the phone on its upper left hand corner approximately 3.5 feet from my dining room table to my hardwood floor. The screen showed what appeared to be hairline internal (not physical to the touch) cracks. The phone continued receiving alerts, calls and texts which the screen would not display because it went black. I took the phone in the next business day, Monday the 17th 2015 to the place of purchase mentioned above.

I initiated my Asurion claim online and received a message refusing to accept my claim suggesting I contact the manufacturer. I then went into the store and the MetroPCS associate called Asurion in front of me. The associate explained the phone was indeed damaged due to a drop so, the Asurion rep processed a new claim. My MetroPCS guy faxed in all the required claim docs; I saw him do it. I was suppose to get a call from Asurion that PM to confirm when I would receive my new replacement handset. I never received the call and the next day I called the rep. The MetroPCS rep called Asurion and was told they never received his fax. Hmmm? I was there; I know he faxed the docs and I had all the originals.

MetroPCS rep was pissed with Asurion. MetroPCS guy tells me to scan and upload my original fax doc on the Asurion claims website. I did. When I completed the process I promptly received this message: "THIS PRODUCT DEVICE IS OUT OF STOCK." That's when I got angry. I went back to the MetroPCS store and the rep and I called Asurion. The Asurion rep repeatedly told the MetroPCS guy there was nothing that could be done. I would just have to wait. Not only would I have to wait but, I would have to pay a $200 deductible! No way! Wasn't happening. I looked up the product cost of this handset: $246. So, I am basically paying for the phone all over again? ** that. ** Samsung and their ** phone, inflated costs and faulty insurance practices. When I looked at ALL their deductibles the S4, S5 & S6 all have the same stupid deductible! WTF !!!

When I demanded an upgrade (because that's what good customer service looks like) in lieu of their ** 'out of stock' excuse they refused; They just could not give me an upgrade even though the deductible is the ** same $200. I am a blogger and because I threatened to blog about this MetroPCS gave me a brand new phone - no deductible. We the customers have to stop bending over and letting these thieves steal our hard earned money. Let's demand better rates. PS.. METROPCS NEEDS TO SEVERE FROM ASURION - THEY ARE SCREWING WITH YOUR CUSTOMER BASE.

I had thankfully read through the documents they sent with the phone and saw that they would not cover water damage in their 1 year warranty of the replacement phones so basically they had already sent me a phone they themselves wouldn't cover in the future. Oh noes. So I call them up and the tech I finally managed to get on the phone says she will add notes to my account about this so it will not affect the warranty in the future, though won't give me a confirmation # for it. Ugh, fine. So hang up, finish putting the phone together and charging it, go to turn it on and bloop, power button is possessed. Sometimes it works, sometimes it doesn't. Back to tech support I go.

New tech, tells me she is sorry for the inconvenience and that they now do not have any of my phone, the S3 32 gig in stock but that she is more than happy to upgrade me for free to an S5, which will be a brand new phone. Annoyed, since now I have to go buy all new accessories but encouraged at the thought of a new/not refurbished replacement I agree on the condition that yes, it will also be the same size as my S3, a 32 gig. Wait 2 days and new phone still hasn't come, call tech support again and they say I never finished the claims process and that they need a CC # on file before they can ship out my new phone. What? First off they already have my CC on file from when I paid the deductible, which they confirm but also no one said I had to do this to 'finalize' the claim. Whatever, fixed this and phone arrives the next day.

It's a thing of beauty after dealing with a broken phone and a messed up refurbished one, even still in its original packaging. Happy finally. However - and of course there is a however, this is Asurion - when I go to start installing all my old apps the phone tells me it's out of space. What? So I check the phone and sure enough they sent me the 16 gig not the 32 gig - Ugh! So I call them AGAIN and the tech tells me "oh, sorry - we don't have any S5 32 gigs in stock right now but guess what we do have - S3 32 gigs", would I like to go back to that? UGH!

I politely tell her that I already spent well over $50 on accessories for this new phone and gave away my old S3 stuff to a family member who still has an S3 and that no, downgrading back to an S3 is not an option. I am not going to play musical cell phones and keep jumping back and forth. So she says I can keep calling back and seeing if a 32 gig comes in stock and they can fix it then but at this point I'm kinda done.

While the whole process was frustrating I have a NEW working phone, not refurbished, and even if the size is going to annoy the crude out of me, I suppose I should be extremely grateful for the outcome I did get after seeing all the other reviews. I will say that future users should: A.) Know Your Phone - if I hadn't known what I was looking at with the water mark indicators I could have been stuck with that defective refurbished phone they sent me.

B.) CALL! - I see a lot of complaints about people having terrible luck with the live chat or email or whatever but calling, and just staying on the line until you get someone does go a long way. The techs, while I don't think are the most knowledgeable or helpful people were, for the most part, pleasant to deal with and I did eventually get some resolution. Also remember the energy you give out is what you get back. Even though I was extremely frustrated by this point I always was polite to the support agents because they don't make policy and I've been there myself.

C.) Trust NO ONE: I have noticed they do tend to contradict each other and since you can't get them to ever give you a confirmation number on anything you need to keep records. Get your techs name and #, record the calls if you can, ALWAYS keep your tracking #s. And to those wondering about their BBB score - I know from personal experience with a company I worked for that you can just buy out your complaints from them. Give the BBB enough money and you will always have an A.

Cool, I just basically paid for an upgrade, right? Not so fast! The phone had a mind of its own. Sometimes opening up applications that I didn't touch, calling strangers, opening up and posting on Facebook, all while the phone was sitting on the table, not being touched by anyone. OK, I was slightly disappointed at first, but called Asurion and they were great, had another phone delivered the next day. I should be happy, right? Wrong, the second phone didn't do the same stuff, exactly, but still had a mind of its own. I just hovered my finger across the screen, not touching any apps, and it would start opening all of them, flipping through them, even sent an email with garble of some kind. Let's just say I am about to have them send me the 3rd replacement phone in a week and a half. It may be possible that their Quality Control Program might need some help.

I however lost mine, and was getting the runaround that it has been used since reporting it. Another lie, just to prolong the claim. I have called 4 times and have gotten in yelling matches with them because I should have received it by then and again I'm told to resubmit another claim. Take my word. They are the fraud and they Really do SUCK! I'm buying a policy with Worth Avenue Group as soon as I receive my replacement. GoodBYE Asurion. You can surely kiss my Butt! 1 out of 10 overall in their rating. Don't do it.

Original Review: Aug. 13, 2015

We purchased the service plan for our daughter's electric quad. It broke, and, after making a phone call, they said they would ship parts. After several weeks, we called back and they said the parts are on order. I asked who is fixing the machine with said parts. They first explained I have to. I said I don't fix electric quads and rewire them... obviously. They said a local technician would, although they couldn't tell me who that would be. They offered no timeframe for repairs. Then, they asked me to call the manufacturer.

After explaining it wasn't my job to talk with the manufacturer when they're the ones who are overseeing the 'service warranty', they said they would have the 'technician' call me. He/she never did. I called again. This time, they said a manager would call me back. They never did. I explained that the service counter at Walmart said if it can't be fixed in a reasonable amount of time, then it would be replaced. The person on the phone chuckled at it. It seems the strategy here is to delay until you go away. I'm tired of being lied to. Never again.

I waited over the weekend and it was shipped out Sunday and I received it today, Tuesday. No hassle at all. I opened it knowing I would receive the same phone but again was paranoid about whether it would be new, certified like new, or refurbished/not working correctly. Mine was brand new just like I bought it in the store! Will be sending my broken phone back tomorrow & I don't expect to have trouble with them receiving it. The $199 will be added to my next AT&T bill and my boyfriend will be paying it so it's a win-win. :)

The manager I spoke to at Sprint told me, "hold on, I'm going to place you on hold & speak with Asurion." Then just transferred me!!! I just can't believe the service these people provide. I pay you $200 & I don't have the phone that I was supposed to receive NEXT DAY! I pay my bill every month on time & this is how you treat me? This is the customer service you provide? It's upsetting & so ridiculous. I'm going to cancel my plan with Sprint & take my business somewhere else since they obviously don't care to have great customers who pay on time, all the time! I would NOT recommend Sprint or Asurion to anyone! The crazy part is I used to have Metro PCS & their customer service was 10x better & no, I'm not lying!

After I called to complain (of course, like most insurance companies, their customer service is awful) they offered to send me a new replacement, which had exactly the same issues. When I called to complain again they told me that there is nothing they could do, so they just returned my deductible and I ended up fixing my phone on my own. The contract does say that "your phone might be replaced with refurbished phones with non-original parts," but I am very disappointed at the price of the deductible, and the fact that the quality of the replacement phone was in no way comparable to an original iPhone.

First of all why would I want to keep a broken phone? And secondly why did they have my debit card information on file and why were they taking money out without first contacting me (not once was I contacted in the two months by phone email or mail telling me they had not received the phone)? How do I know they received it and didn't put it in the system properly? So now I am out $500 (plus the $200 deductible), and it was fraudulently taken out of my account without my knowledge. I will be taking legal action with this matter. DO NOT TRUST THEM WITH YOUR CREDIT CARD NUMBERS. This company is a joke. And will be getting sued.

I called them up, and they told me (after several supervisors reviewed it) that it was not covered due to the fact that it was a wear and tear item. After reviewing my plan, I found normal wear and tear failures were included. I called them back up. After I started speaking with the supervisor, they told me it was a preventative maintenance issue. I should be tightening those bolts every time I use the chainsaw (which there is no way to actually prove that I did or did not do). I adamantly demanded my $39 that I was charged from the service center and now I am going to fix it myself. Apparently the service center didn't know how to replace a nut and tried to sell me an $80 chain instead.

I filed the claim and was told my deductible would be $169, since they raised their prices and I was paging the old monthly price...aka, my contract price! I spoke to Asurion, their supervisor and a manager, who all said I must pay $169, regardless of my contract price. What good is a contract??? I even screenshot and sent them a copy of THEIR CURRENT website (phone claim) that showed my phone number, my info, my iPhone model and "your deductible - $149". I also sent them a copy of the paper contract and web ID of contract that states "iPhone 5s 16gb - $149". That was "too bad", I had to pay $169. I did. I will get my replacement phone today, and will cancel my Asurion "protection" on my other three lines Monday. To save them $20, they just lost $30/month.

So let me get this straight. I had a phone with insurance coverage. I paid my insurance premiums. I lost/had a phone stolen -- which is covered under the policy. I filed a claim. I was told the phone would be there within 24 hours. Phone never showed up. When I called and questioned customer service I was told that the claim was denied and I was not allowed to know why because it was Confidential. Period. The End.

If this wasn't so outrageously deceitful it might be funny... But I am not laughing. Until I get all my insurance premiums refunded I will spend every waking moment alerting customers of Asurion's. Incredibly inane practices and complete lack of customer service. They could care less that I was not allowed to know the reason... They just kept repeating what was written on the response forms in front of them. Do yourself a favor. If you have insurance with them cancel it PRONTO. If you are thinking about signing up go talk to your doctor first to see if you are OK in the head.

They looked up our account and looked into us filing a claim and came up with a deductible of $63. Three times they tried and kept coming up with the same amount each time. Great. But when we called Asurion to talk to them of the difference they said a claim had already been filed and the deductible was $199 and they were sorry but there was nothing they could do. I am so dissatisfied that I'm considering getting rid of the insurance all together. Mind you, I have 2 phones and a tablet all with insurance coverage. This company is bad and unforgiving of good and loyal service. Oh they told us that we were getting 50% discount for our loyalty. What??? The normal amount for deductible is $398? Really?

I was given a time schedule to return damaged phone and if I did not return within that framework they said that I would be charged another $500. I was so angry about this pressure and resultant inability to do my work that was to be scheduled. When I bought the phone I was led to believe that I would not have to deal with the transfer of information from my phone to another and had no idea that I would be quickly sent a telephone which is now slower than my 15-year old apple computer. Go figure. I live in a mountainous area and a powerful phone is necessary and my original one was that. This replacement is not. On top of all the money they made off of me and my insurance payments to them for approx 2 years they charged me another $169+ and threatened to charge me another $500 if I did not send phone back within 2-week time frame. I imagine they then repair my damaged phone and charge someone else for a used phone.

I would advise all to not pay for insurance. It is too expensive in many ways. It hurt my business and here I am with a phone that doesn't live up to my previous phone and made me lose business. Today someone tried to call me and said that the phone advised them that the line was not working and this was my boss. Fortunately they tried again. I cannot ever afford this kind of insurance. I will probably have to buy another phone. You can be sure that I will tell Verizon my experience and I have been a customer for over 30 years. I will be looking at other providers and phones that work. Asurion does not live up to its name. I have not been assured.

They can't tell me who I spoke with that misinformed me... just read scripted customer service lines. There was no offer to expedite shipping. I have had this particular phone for 23 months and paid $161 in premiums. Now I pay a $99 deductible and have been without a phone all week and into next. Who knows if I will get a new phone or a refurbished one? I loved my S4 and now will have to adjust to an S5, if it ever comes. :0(

Another day goes by and still no receipt. I called once again and the rep told me that it could not be done. I explained that I called twice already and they told me that it could be. I then asked to speak to a manager. When the "manager" got on the phone she took my email address and assured me that it would be in my inbox within 24 hours. 24 hours pass and still nothing! I called once more in rage and asked for a corporate number to make a complaint because I have been getting lied to! No number was given. Instead the lady that I talked to said it would be reviewed. I've been a loyal customer for some time now... And I really am going to stop using them!

So, Monday I got my Mom to stay home, only to find out that it never arrived. We called them again, and Asurion had requested UPS to HOLD the phone at the location. Already not happy with the service, I had to rush home at lunch on Tuesday to get the phone and start it up (which required me getting passwords and social security’s when I called Asurion to activate the phone). Now I have the phone, but I can definitely tell it is refurbished. The ports are worn, and the battery dies exceedingly fast - more so than my already 1 and a half year old phone. Plus, it cost $169. Why pay around $200 a year for a used phone? Seems like a waste of money to me.

When it was time for me to leave Montreal, I find out that the package had been lost. They said that they would send a new one to my home address back in Hamilton. I was understanding with the fact that mistakes happen and did not think too much of it. Then, only to find out after waiting all weekend that my package was never sent out to Canada Post. I called back multiple times to find out what’s going on and they have nothing to say other than "we will send you a new one." So, they "sent" out a silver iPhone 6 as a back up because they had no gold ones left. Since I had no trust in them, I called Canada Post only to find out that this 3rd phone was never sent out either.

Finally, I lost my patience and spoke to their "customer care" rep who had no idea why the past 2 phones were not sent out like they claimed. Again, the most she offered to do was once again.... send a new one out. Angry, I told her I would not accept the silver one and it was just supposed to be a back up because they had no gold. She finally decided to upgrade me to the 64g gold at no cost.

Once again, I called Canada Post and they said they have no record of the package even requested to be picked up by them. I called Asurion back and assured me that the package would arrive tomorrow (the 20th). I demanded that I would be refunded for all the trouble/wait. They said that if it does not arrive by 3pm that the most they would do for the inconvenience is offer a 25$ gift card that will be here within 7-10 business days lol. So, I am hoping that my phone will arrive tomorrow. If not, I do not know what I will do. I am using my little sister’s phone and it is very inconvenient for the both of us.

This company is a scam. On top of already paying 120$/year regardless of if you lose your phone or not, you also have to pay the replacement fee (mine was 226$). Then, it is not always guaranteed that you will get a brand new phone. I have heard most of them have been refurbished. As well, when I had lost my iPhone 4s before, they had sent me a refurbished one. The only reason they confessed to it was because they sent me the wrong sim card (what a surprise lol). So, they had to resend me a new phone and sim card (because apparently they cannot just send sims alone).

So, to make me feel better, they told me they'll send me a phone that is "brand new". I questioned if they're all brand new and he confessed the truth out of force. I am cancelling my service with them. Regardless if I lose my phone or not in the future, this company does not deserve my time or money. Please take my review into consideration when deciding whether to get insurance or not. Thank you!

So I was heading home around 2ish to get ready and meet my friend. All of a sudden, I was getting ready to listen to my music on my phone while getting ready for the night and my phone froze. It froze for about twenty minutes. Then it was working for a minute and then shut off again. My phone since then has been having issues and now is not working at all after less than 24 hours of having it. Thank God Sprint is replacing my phone at no cost from Apple. I am not happy with Asurion. Something needs to change or phone companies will be losing business.

So I sent this back and got another one, now I have gone 2 weeks without a working phone. I get the phone and it works but I was charged over $100 for the whole situation and if I had just bought a used 5c at the time it would have only cost me $60, so there's that too. Fast forward a few months and I have now cracked the LCD on this phone, I don't know how this happened, I didn't drop it or anything. But anyways I took it to the Apple store and they said that they couldn't do any repairs because it already had third party repairs, meaning Asurion sent me yet another broken phone that they had cheaply fixed. I am seriously considering leaving Verizon only because they use Asurion as their insurance company. I hope this helps someone who is on the fence about using Verizon/getting their insurance.

It's been 3 days and nearly 400 dollars later, I'm still waiting for them to "finish the claim." The justice department of Asurion refuses calls and won't explain why they pick and chose to deny claims. After speaking to 3 different people, I found the reason why they denied my claim only for them to admit the mistake was on their end. Thanks. You take my money and then decide whether or not to send the phone based on arbitrary and non-transparent rules - which people in the justice department refuse to release. I HATE ASURION. I WISH THERE WERE OTHER OPTIONS VIA VERIZON.

My deductible is 50$!!! The current version of the phone I lost is 75$. I contacted them several times and tried to reach a reasonable resolution to no avail. So yeah... Completely useless insurance and I feel like this is a breach of contract to offer me a much lesser phone for current market price especially when several comparable phones are available for very reasonable consumer prices. According to internet info, Asurion brings in 60-80 million monthly. None of which they will get from me anymore.

The stores do have the Samsung 6 available for purchase but their so called fulfillment center does not. There is no reason to purchase insurance when there is no inventory to replace your phone. After many calls, I spoke to Matt who stated that I can buy a new phone at the store and send the receipt back with a new claim and they will deduct the deductible and refund the difference in 2-4 weeks. The consumer is ALWAYS at a loss. Asurion is simply an "APOLOGY" center with no quick results . Now it's been 10 days without a phone, daily frustrations and more $$$ out of my product. Asurion has not resolved the issue whatsoever. I would NOT recommend purchasing any protection from them.

They have told me the refurbished phones are "superior" to one out of the box because the refurbished phones are "actually touched" by human hands. I have had 6 phones in 6 months Verizon reps agree were "defective". How is it possible for a company of this magnitude to be allowed to stay in business with this type of track record? In order for me to get a new phone out of the box I am "required to extend my service contract, stay at a certain level or pay for a new phone."

I played along for a series of a questions before I became very upset! This was ridiculous. I felt as if I was on a stand in front of a judge and jury! When I asked the gentleman why there was so many questions and if he was almost done he informed me that I would have to continue answering if I wanted to make the loss claim and that I was about half way done. Meanwhile none of these questions were ever provided by me, chosen by me or answers provided by me. I was told they were using a local database that was public to get the information. First of all we all know but public information can be inserted wrong. For example my business is listed with 3 different addresses even though only one of them is correct. Additionally this technician on the phone whom I've never met now had all kinds of additional personal information on me that he could be personally storing should he want to use that in any way to harm me.

It was absurd, a violation of privacy, harassment, and unnecessary to identify simply who I was to send me a replacement phone. We are giving Social Security numbers for a reason they identify us and is our responsibility to keep them private. I'm contacting my attorney to find out exactly how I need to proceed with this issue. I paid a lot of money into insurance and I deserve to have my phone replaced without being harassed. At least I know my attorney knows who I am and believes me when I tell him. I read all of the reviews about the complaint with Asurion and evidently they are a very for company that does not stand behind their backing to provide quality replacement phones. Going forward I will never sign with a mobile carrier who uses a sharing as their insurance provider.

Additionally I will not purchase insurance on a mobile phone without looking at the reviews of the insurance provider. Shame on me for thinking that I could trust my mobile provider to find a quality insure to back its customers. Shame on AT&T for not doing their due diligence to make sure that their insurance provider is in fact taking care of their customers!

When my replacement device arrived, I opened the box to find a refurbished iPhone 6 that had scratches and marker stains on the back. If I wanted a used iPhone, I'd buy one on eBay. We didn't pay a monthly insurance fee plus the deductible to get a used phone, especially one in poor shape, so I called Asurion and told them I would not accept the device. They said a new iPhone would be shipped to me the following day (which it was), and also compensated us for our trouble (after me fighting for ten minutes with one of their representatives) with two $25 Visa gift cards... so I thought things were looking up.

It took them another extra day to process my husband's paperwork, so now we were looking at 5 days with no phone. His replacement device was also shipped in one business day, but when it arrived, it was ANOTHER CRAPPY REFURB. I called again and complained, and was told that a new phone would be delivered the following day. IT NEVER ARRIVED. I called yet again, and was told that it did not get shipped because we were responsible for the shipping costs. I refused, and after being on hold for 10 minutes, they did waive the shipping fee, but I was then told that it wouldn't get shipped until they had my credit card info on file. Not only did we NOT have to do that with my phone, they should have already had our CC info on file from us paying two deductibles.

When I said that to the rep, he basically called me a liar and said, "Ma'am, I'm quite sure you did have to do this with the other phone." No. I did not. And it is now Friday, and the next possible delivery day is Monday, which now puts my husband at over a week with no phone. I asked the last rep I spoke with if I could be transferred to a supervisor to submit a formal complaint. The "supervisor" barely listened, responding with laissez-faire "Uh-huh" and "Mmmk" non-answers, which was pretty much par for the course for the treatment I'd received from other representatives when trying to express my frustrations as well. When I asked if she could explain to me why we had to go through such an extensive process for one phone but not the other, and why they thought sending out refurbished phones was acceptable, she basically said "That's just the way it is," and blew me off.

When I asked if there was any way we could be compensated for our trouble (because at this point, I've spent probably 5-6 hours over the course of the week dealing with this while I'm at MY JOB, and we've had to call many more times than should be necessary), and she blew me off again. We pay a monthly fee to have this service, plus we paid a $170 deductible for each phone. For the money we invest in this, I would expect FAR better service. Asurion is a complete joke, and if given the option, I would NEVER go with them again. Buyer beware!

HORRIBLE COMPANY. I can't believe all mobile Telco carriers use this pathetic excuse of an insurance company. You don't wreck your car and have the insurance company restrict you to getting a salvage title vehicle. Why the hell would you send people who have already been days without communication a phone that doesn't even work? Better yet, why don't you test these refurbishments before you send them to people paying you hundreds of dollars for them? Quality control is a thing these days, I guess they missed that memo.

FYI: the Asurion website shows an overwhelming 5 star rating of their service. In fact, this is NOT correct. On consumeraffairs.com, there are 738 1 star complaints ratings. I have no complaints of their service other than them dropping me for using the service I've been paying for 4 years. Still, this kind of treatment of clients is not good for anyone - just bad business.

Today I attempted to upgrade to iOS version 8. The phone said it could not be upgraded. When I looked at the internal model number it said MD197LL. I checked online and that model is an iPhone 4, not an iPhone 4s. I immediately contacted AT&T customer care and explained to them that I had been sent the incorrect replacement model. They said I needed to contact Asurion who handles the insurance claims.

I immediately contacted Asurion customer care and explained to them that I had been sent the incorrect replacement model. The first rep said I needed to contact Apple because it was a warranty issue. I said that it made no sense to contact Apple, it was not a warranty issue, and explained the story again. After being put on hold, she returned and said I need to contact AT&T and to tell them I have a warranty issue that Apple was not able to resolve. I explained that first, I had already contacted AT&T and second, this is not a warranty issue. She was insistent that I contact AT&T.

I contacted AT&T again and explained to them that I had been sent the incorrect replacement model. They again said I needed to contact Asurion who handles the insurance claims. I said we've been through this once already. She assured me that Asurion was the proper channel to go through. I again contacted Asurion and explained to them that I had been sent the incorrect replacement model.

This rep first stated that it was my fault because when I filled out the claim form I must have selected iPhone 4. I said "That's impossible. The online claim form only asked for the phone number of the damaged phone and last 4 digits of my SSN. Once I entered that it automatically looked up my name, address, and insurance info at AT&T." Then she said "it should have shown iPhone 4" and I had the option to change it at that point. I said, "You're telling me you got ALL of my information correct from AT&T except it was confused which phone I owned? And I had the choice to change it? If that were the case I would have lied and picked iPhone 6!" After being put on hold, she returned and said it was now my fault because I waited over 60 days to notice it was the wrong phone. I said "It is not my fault. I only learned that I was sent the wrong model when it would not upgrade the iOS today." She then said there is nothing she can do for me.

Let me give you an example. If my car were damaged in an accident and my insurance covered the repairs, do you think I would drive home from the body shop and immediately unbolt the new bumper to check for a model number to make sure they installed the correct one? That's ridiculous, it's not my job to double check their fulfillment. From all outward appearances the iPhone 4 and iPhone 4s are nearly identical, it's only the internal hardware that is different.

The resolution to this issue is simple. I return the incorrect iPhone 4 and Asurion sends back the correct iPhone 4s replacement. Case closed. I am not asking for a solid gold iPhone 6. I'm asking for a phone that came out late 2011. They probably have a whole warehouse full of old iPhone 4s stock. Why is this so difficult? Meanwhile I still have to pay monthly for an iPhone 4s on my AT&T Next plan. I still have to pay $11 monthly for insurance on an iPhone 4s, yet I don't have an iPhone 4s!! This is one of the worst cases of customer service I have ever experienced. Not only am I unhappy with Asurion, I also blame AT&T who is not willing to intervene to save a loyal 12 year customer.

I am paying for insurance so that I can pay a higher price to have it fixed?? Obviously I decided that this is a BAD DEAL. I went back to the Sprint store and they said it is too late, the order has been placed. I called Asurion to cancel it and I was told it's too late "once an order is placed it is a done deal". I accept some responsibility - I could have checked to see the deductible price before signing up for the insurance. I could have reconsidered agreeing to pay $200 until I looked at other options. I assumed that the guy at the Sprint store would have had my best interest in mind though.

I had to download a sworn affidavit form, complete it and then upload the form along with my Driver's License to Asurion, which I did the same day of the loss. Then received an email the next day stating I did not give the correct info on the phone. They asked for the name of the device and which model was the device. I called Asurion. They stated they needed model # and the IMEI # which I faxed to them. I decided to call to make sure they had all the information needed and they stated that they did but, they had a 24 hour review period.

I called and spoke to a representative and explained that I have been without a phone for 3 days and I refuse to wait another day. Well finally that representative had a Heart. He reviewed my info and transferred me to the auto pay system. Hopefully Day #4 I will receive my phone. I never had to go through All of this with the other devices I had replaced. I would like to know are there any other companies that insures phones, tablets, etc. Because this is the last time I ever want to deal with Asurion!

I called back 3 days ago, they still are not able to verify the return shipment. This morning I wake up and my phone is not able to connect to the network. I called Rogers and learned that Asurion Blacklisted my phone and was advised by Rogers to call Asurion because Rogers is not able to take it off the blacklist. So I called Asurion again, only to be told that they have to send an email to Rogers and Rogers has to email them back and the process takes up to 48 hours! Not only can it take up to 48 hours but there is NO way to expedite that!!

While I had them on the phone for this Blacklist issue (that is so frustrating seeing as I have been in contact with them no less than 4 times about cancelling the original request, that they would then 2 weeks after the fact Blacklist my phone), I asked about them refunding the $200. The agent informed me that she has no way to see if they have received the phone and that once they do, it can take an additional 2 weeks to have the money refunded!

I manage an emergency call centre and HAVE to be available 24/7. It is absolutely unacceptable that 2 weeks after I reported the phone missing, and after multiple calls to Asurion regarding the returned replacement phone that they would blacklist my phone and not have a way to immediately reverse it! It is now my responsibility to find a replacement phone while they email Rogers back and forth to get my phone off the blacklist. It is also unacceptable that after refusing the shipment a week ago they can not seem to track it and refund the deductible immediately (they sure did take it fast enough). Should not take 2 weeks to refund it. So Frustrated!

Updated on 07/10/2015: I wrote a previous review of Asurion's utter lack of customer service. The Coles notes are that I misplaced my phone on June 28th, opened a claim for a new one, 8 hours later found my lost phone and called to cancel the replacement. I was told they couldn't cancel a request once it was placed and to reject the package when it arrived. I rejected the package on July 2nd. On July 8th my phone was blacklisted by Asurion. I called to have them take it off the blacklist and was told that it would take 48 hours. A second request to have my deductible of $200 refunded was also placed.

Today I called back again because it has been 48 hours and my phone is still blacklisted. I was told that the request to remove my phone from the blacklist was rejected because I did not return the phone and based on the tracking they never got the phone back. So, I went to the post office with the tracking number and learned that the package had been delivered back to Asurion and had been signed for on July 7th.

I call Asurion back a second time and this time ask to speak to a supervisor. I was transferred to their customer support team, who verified that the person who signed for the package was indeed a receiver in their warehouse, and that she would be placing a request with the warehouse to locate the package and this process would take up to an additional 48 hours. (This is open ended, because if they don't find the package in 48 hours another request will need to be placed.. ) After the package is located another request can be sent to remove my phone from the blacklist (which again takes an additional 48 hours to process). This is absolutely unacceptable for me. I am a business professional and REQUIRE my line to be active at all times. I asked then to speak to someone in the President/CEO's office, and was transferred again.

I got the exact same story and was told again that there is nothing that can be done. I refuse to believe that it is impossible for someone to call the warehouse and have someone locate the package, scan it into their system, then call (rather than email) rogers for whatever information is needed to get my phone off the blacklist, this afternoon. From what I understand, if someone in the warehouse misplaced/stole the replacement phone and it cannot be located (despite that the package was signed for by one of Asurion's receiver's) my phone cannot be removed from the blacklist indefinitely.

We purchase insurance to ensure that we don't have to go without something. If I get in a car accident my car insurance provides me with a rental car so I don't have to be without one while mine is repaired/replaced. The purpose of phone insurance is the same, I am appalled that the insurance I am paying for is the REASON I am without a phone, and that there is NOTHING anyone at all can do to get my phone off the blacklist! Angry and frustrated no longer cover how upsetting this whole situation is! Truly the single worst experience I have ever had as a consumer! EVER! When I asked for the name of their President/CEO I was informed that they are not able to provide me with that information. Google was more help, the President and COO is Cindy Christy and will be receiving communication from me directly regarding the company's horrible procedures and colossal lack of customer service.

They also refused to give us the paperwork on this claim as we fully intend to bring this to the Police as I have grown tired of people doing this to people. I was told by their executive office that we are not entitled to this paperwork due to the information being confidential. Imagine that, someone steals our money and we are not entitled to a report? They now have our money and have basically told me that there is nothing they can do as we had to cancel our card. There is no way I am giving these people my bank account information. Our financial institution will have to deal with this and I am going to let every consumer agency as well as the police know that not only did this woman steal our money, but Asurion has as well by not giving us an immediate refund!

I contacted my carrier and they told me my best option would be to pay my phone out which is only $100.00 and just get a new one at $0 which makes a lot more sense. I don't recommend this insurance at all. If you own an iphone or any apple product just take the apple care. It's one fee and it's replaced at no extra costs. I've learned my lesson the hard way but hopefully people will realize that Asurion insurance isn't worth it. That they don't tell you this "hidden" cost of $230.00 to get your phone replaced on top of your monthly fee.

I went online and filed another claim and waited for my confirmation email. NEVER received one, that's the second time. Then they continue to cut me off the phone and have yet to get back to me. Finally I get through and they say because my iPhone is so old I cannot get a replacement... my replacement is void. So after paying them a monthly fee for years and not ever using my insurance because I didn't need it, NOW I don't get coverage??? I am confused and angry. What the Heck... don't use this ever, overcharges, horrible customer services.

Like everyone else that has written a comment on this site, I provided my original receipt and attached it in an email. Still no response. They conveniently do not have a telephone number so you can't call and speak to a real person. There is absolutely no way to resolve the issue if they do not respond to emails. I am at a loss for words. And to think I was trying to be proactive and smart by purchasing insurance on higher priced items to be safe... Well, now I suppose I am sorry! Buyer Beware. Asurion is a complete scam. Don't get taken.

The second time I've used their services was miserable. I was in the process of moving, and couldn't use the internet, so I was stuck in between calling Verizon and Asurion for hours. There was such a lack of communication between these two companies it was embarrassing. Verizon told me the information I should need. Asurion continually dropped my calls, asked for more, (I asked everything I would need and by the time I received the answers from Verizon, the next Asurion representative added more.)

This was frustrating, but this second replacement phone I received after a 45 dollar deductible (I'm cheap and get cheap phones) was just... I'm speechless. It always has a terrible connection, internet is an incredible hassle. Even deleting texts with this new phone is a fight. Next time I'm just using Craigslist. While I understand it could just be a bad product, I do believe that it is their intention to replace with cheaper inferior products.

I have not called to complain or get it replaced yet because the experience just to file the claim was so frustrating, and I do not expect them to honor it. Perhaps I am not being fair, but I have been very disappointed in having been connected to this company. This is my first review and even first time being on this site. I apologize if this seems too emotionally based.

After a couple days of waiting and my phone's screen and functionality failing, I touched base with Asurion. I was told that because of the claim filed February 26, they are denying my current claim. I asked why am I still being denied after the investigation has been conducted and was told that was an internal investigation. So essentially after paying for insurance with Asurion, they refused to admit that someone had breached their security, filed a false claim under my phone number, and still denied to replace my phone.

Dealing with Asurion was an absolute hassle. If you are interested in insurance, I would look at any place other than Asurion. I feel disgusted that I have paid Asurion throughout the years for their insurance and when the time finally comes that I actually need to use it, I get denied because of a security breach on their part. DO NOT USE ASURION!

After the tedious process of filing a claim with the necessary uploading, printing & faxing of documents was completed, I waited to receive my NEW device, which not to mention costs $200 despite having insurance. To put it bluntly, Asurion sent me a piece of ** device! The box was labeled "refurbished kit" (so I'm paying for someone else's returned & defective phone?!). I was pissed! I called AT&T and they said if there's any problems with the replacement device, they would send me out another. Asurion forgot to send me a case which was noted in my original claim. When I called to mention that, they said they would send one out. It never came of course. I noticed the "refurbished but new" device had dead pixels on the screen within the first couple days since activating it. Then the screen began to trip out, often looking like a holographic image, with the brightness turned down way low.

By the first week this phone had shown it's true colors. I pulled it out of my fanny pack to notice a hairline crack on the screen!! Came out of nowhere! I hadn't even dropped the thing. I immediately took it into Apple & they confirmed that the device was yet again, faulty! Pretty much the screen wasn't even on properly. There were clicking issues, the home button barely worked, dead pixels etc. It had only been several months since I renewed my contract in the first place and I knew Apple accepted a one-year warranty to fix devices, so I figured my phone would be free to resolve the problems it was having...WRONG! They said the warranty was out because the phone remains connected to the previous owner's warranty date!!! It would cost almost $150 to fix. I had planned to send this garbage back to Asurion but I had to go out of town and needed a phone so I brought it with me.

I had irreplaceable images on the phone, but couldn't store them in the iCloud or back it up while I was away. During my trip my phone screen suddenly blacks out! I can hear it vibrate when I get a text, I can hear it ring but can't answer it. There is a passcode and now I can't upload it to my computer without unlocking it. I brought it back to Apple when I returned from my trip, they said the pictures are lost, nothing they can do. All because Asurion screwed me! When I called AT&T and explained my frustration, they skipped my filing a second claim with the insurance company, and sent me another Iphone5s.

I'm predicting that when I return this broken crap, they will try to charge me because there is physical damage. But it's because they sent me a defective device in the first place! To top the icing off the cake, my new phone came today. Not only does the screen's brightness appear to look at it's lowest (probably another display issue), they didn't send me the correct color! Get your ** together people!! I want an out to my AT&T contract and an ** to Asurion for taking advantage of paying customers!! Lawsuit please!

They were having an issue finding the phone in their system so I was taking some time of being on hold, every 1.5 to 2 minutes she would check back and apologize for how long it was taking, this happened about 5 times. She then found the phone in the system and sped me through the process and let me know my replacement phone will arrive in less than 24 hours. I have her every last bit of respect and spoke vary calmly and she returned the professional attitude and services back to me.

The Apple technician told me he would take it to his senior tech and see what the issue was. He returns and tells me this phone is fake. Everything about it from the outside till the inside completely not an Apple product. I was seriously enraged. I then went to my local Sprint and when I got there the look on their face was not surprised at all and they showed much interested in this getting back to the appropriate authorities. I am literally currently waiting as Sprint is calling around to fix Asurion's problem and finding me a new phone. I would love to take legal action this. If anyone is interested in a class action suit please comment.

They say they will call me in 24-48 hours and never once have I heard back from them. Therefore, when I call in, which has been about 15 times now, it's a different representative each time who is not briefed on my situation whatsoever and continues to give me the same response. I am writing this while currently on hold while the 5th rogers rep tries to get this sorted out with this company. Considering I pay each month for this insurance and still have a 200 dollar deductible to pay when and if they ever get their ** figured out, I strongly advise going elsewhere. I will be promptly ending my service with them as soon as this whole ordeal is over.

Well when I called to claim her phone the lady who filed the claim told me that we would receive a box the next day via UPS with all the instructions inside which never came. Later the next day when the box never showed, I called again and the man I spoke with explained that the previous representative messed up and physically mailed out the shipping label which would not arrive until 5 - 7 business days later and he told me that it should of been sent via email. He explained that he would now have to cancel the claim and reopen a new one in order to fix this, which he did and I received a label in less than 30 mins. The man told me what to send back in the package and said that I would then receive a egift card in my email between 24-48 once you receive scanned proof from UPS that my phone was picked up to be sent back.

I then packaged my wife's broken phone dropped it off to a drop location and waited. The next night around 9 pm I received the email with the gift card. I was a little annoyed but truthfully I thought that I had gotten it fairly fast and my wife was just happy to be able to buy her replacement phone. I hope I did not lose anyone with all that I have type. I am going to continue now. Ok so this week, the 17th to be exact is when I filed the claim on my broken phone, which is messed up because neither one of our cheap phones lasted longer than a year and I thought it was funny they broke so close together but that didn't matter. So I called on the 17th and filed my claim, already knew the process because I had previously dealt with a claim before. I got the email, printed the UPS label and dropped off my broken phone to a drop box. I followed my phone with the tracking number provided, reference number (**) tracking number (**).

The next day I still had not gotten an email stating any changes on my claim and also no gift card. I then contacted a rep via online chat. I was told that it would take 48 -72 from when my claim was filed and I knew that was bull because of the last time I filed. Well I sucked it up without a phone and waited.. Mind you I filed 9 am in the morning so on the third day I contacted someone twice, once in the morning and once at night. In the morning the rep told me that once my phone was shown as received I would have my gift card. Ok no problem, maybe it is just taking longer this time. I understand places are busy. Later that night the lady I spoke to which was last night told me that it should not of taken this long and I should of gotten the email already with the gift card. She tells me that my phone claim wasn't set to automatic and that she would push things through.

She also told me that since nobody could call on the weekend that someone would email me about this to at least give me an update. Ok no problem, maybe tomorrow I will have everything fixed. So now today the 20th, going on the fourth day I spoke to another rep who tells me that the 24-72 mark doesn't start until you receive my phone so that you are still in the time frame and I shouldn't have it for another day or so. She also asks me whether I want it sent in an email or mail. And she explains to me that if she mails me the gift card it will take longer to get. Right about now I am furious because I am like what are you talking about. I should of already had the email by now or at least an updated account on what was going on and now she is asking me which way I want to get my gift card. she made it sound like it was never processed in the first place and that she was doing it just then. So I was really mad at that point and I got off the chat to call.

Mind you I don't have a phone of my own. I got lucky and borrowed my brother's phone, with the wife at work I called.. well finally some real answers. The guy on the phone tells me that the tracking number sent to me (**) isn't associated with my phone. He tells me that I will have to call back on Monday and tell the rep to file a lost phone claim because the system doesn't know that you guys have already gotten my broken phone back. He tells me since it's only going into the 4th day he cannot process this speed request so that I could get my gift card now.. Like seriously you couldn't help me out after all this **. Whatever. I was very nice and since he did a lot more than any of the other reps and actually told me the truth I thought what the heck, nothing I can do with yelling at him. He tells me that once I call Monday that it will still take another 24-48 hours after that to receive my gift card.

I am really sorry for rambling on and I really hope someone important reads this and does something about this because ** like this isn't fair to a person like myself who spends the extra little money that I got on your protection plan. I should not have to call on Monday to tell a rep to do their job. Wtf. I think this is ridiculous and I will be posting this same exact comment on every forum I can find tonight and the next night all up until I finally get my gift card. I want people to know what kind of people work for your company and I will express the fact that I will never purchase another protection plan from your company again let alone a Walmart phone. I will never recommend it to anyone I know. Well that is my comment. I hope you have a nice day because I sure in the hell won't. Thanks for nothing. Seriously.

Oh btw my wife did already buy another phone and protection plan and if I could return it I would do so tonight. By the time this is all fixed I will have wasted a week of my phone plan through Straight Talk because I could not get a replacement. Nobody is going to reimburse me for that kind of loss and it isn't fair. I'm sorry for sounding so rude but honestly I DON'T care. I would never treat anyone like this nor would I lie to them about a mistake made if in fact I actually made one.

While I have admittedly in the past dropped two phones in water, THIS phone was NOT dropped in water, and per Asurion and Verizon, the seal could have been broken by weather humidity/heat, which is what I believe to have occurred in my case with the phone in question. Therefore, as Humidity is No Fault of my own, which presumptively caused "water damage" which has caused my phone to stop working, I feel/think Asurion should replace the (Refurbished) phone as Defective, for Free under the 12-Mo. Warranty. Of course, they refused to do so.

Additionally, Another theory about the "water-damaged" phone is that since it is "Refurbished," it is not out of the realm of possibilities that the phone had received some water damage PRIOR to my having received it 10 months ago. Asurion assured me this could not be the case, however, as Refurbished phones are tested for such before being qualified to send out to their customers; nonetheless, I am not confident of Asurion's veracity regarding this. When I initially contacted Asurion, the CSR instructed me to call back in a few hours because their system was down. I then asked to be transferred to her supervisor, who hung up on me (after she obtained my call-back #), and she did not call me back.

I called in again, and this time the CSR informed me that she could not look up my Previous claim under my Verizon account; rather, Asurion maintained its records under the phone number under which the Claim was filed. This is ABSURD, given the frequency with which many people CHANGE their phone number. I then asked to speak to HER supervisor, who told me to look on the back of the IPhone to find the ID #, "that all IPhones have" an ID #, without which in addition to my not knowing my claim phone #, she would not be able to look up my record. She finally admitted that in some instances, said ID # is located on the inside of the phone, which in my case is unable to be retrieved because my phone won't TURN ON (which is the entire reason I am even calling in the first place). ABSURD!!!

Her final prognosis was that I could file another claim, but Asurion would charge me $99 for (another) Refurbished replacement phone, because water damage (or prior water damage undisclosed by Factory during Refurbishment process; or water damage caused by No Fault of Customer-Weather's Humidity during first 12 months) is not covered under Asurion's Defective Equipment Clause/12-mo. Warranty. MY CONCLUSION IS THAT ASURION IS A TOTAL SCAM. That the BBB and FCC allow Asurion to operate is a huge disappointment; and It is my fervent hope that someone has the time, know-how and $ to file a Criminal complaint against said parties for Conspiracy & Collusion to Knowingly Defraud honest, hard-working people who necessarily require possession of a cell phone in order to earn a living and stay connected to Resources and Family/Friends.

At $99/pop x ###Billion People who statistically will likely enroll in good-faith in Asurion's insurance plan and file a claim for a (Refurbished) replacement phone in any given 1- or 2-yr. period for phones which most likely are defective in the first place, Asurion is laughing at the poor, innocent consumer... all the way to the BANK. BIG SHAME ON Asurion's owner(s), and on all the other professional entities who have configured and LEGALIZED this particular (solid) consumer SCAM.

When I realized today that a phone had not shipped I called back to find out the replacement color was now out of stock. There is too much to write about this. Bottom line, my husband is on the phone and it looks like it will be well over a week to get a phone. Stay away from Asurion and Sprint because they offer Asurion and have NO customer service. Beware of both!!!

Had I known about this I wouldn't have even bought the insurance, especially since my phone had a 6 month warranty anyway but the lovely idiots at the AT&T store were kind enough to not divulge any of this information. Stay away from the insurance. Insurance should only be for health and your car. I'm the idiot who tried to venture into the ridiculous concept of mobile phone insurance. Glad I decided to pass on that volcano insurance. I woulda got screwed on that one, too.

He told me I would receive a replacement or a refund. A week after he came I still had not heard from them. I called twice only to be told it was in the process of being handled. Finally on June 10th I received an email stating my refund was on the way. Then on the 11, I get a new email stating more info is needed before I can get a refund. Info that I have no way of obtaining. So today I'm on the phone with them and everything that was previously told to me is being contradicted! It seems they just don't want to send a refund!

The thing is I would be satisfied with a replacement tv. However, they don't have one available so the next step is to give me a refund. I think this is ridiculous to have to keep going back and forth with Asurion when they should just simply honor what they told me. Especially since they confirmed in an email that a refund was on the way. What is the point of having insurance because in the end in only left with a TV that isn't working. A TV that I've had less than a year but purchased a three year service plan. I am now in the process of trying to report them to the appropriate people. I've seen in another post that BBB helped a customer. Hopefully they will do the same for me.

Original Review: June 11, 2015

Purchased 39" LCD HD from Wal-Mart and purchased 3 year warranty through Asurion. After one year, the television was getting power, but no picture. Called Asurion, got claim #, took 12 days for them to send large box. Packaged as instructed, sent UPS. When television was returned and powered up I noticed a large scratch in upper right corner. Called Asurion and was told supervisor would call within 48 hours. They left message on phone that it was scratched when they got it and was most likely caused by shipping materials (which they provided). They said file a claim with UPS which I have. But because Asurion was the shipper, UPS will interact with them. I have spoken to two supervisors and get a rehearsed response.

All of the above were untrue as I scanned and included all necessary information. After reading the reviews of those who got refurbished phones that didn't work properly I will not pursue it any further. It is sad that this company used by reputable companies, like my Verizon, is glad to take my money but not doing what they are supposed to do and provide a phone after a loss.

The features of the phone are also outdated now because of the Iphone 6 and the 6 plus, not to mention in October the Iphone 6s will be coming out. So why would they still charge so much? The people I have spoken to in their customer care department have lied to me, hung up the phone in my face, and yell at me about it being the same as renters, car, and medical insurance. Last time I checked you pay a less deductible for the 3 and you get more out of it.

I had finally had enough and called AT&T and told them that I would not deal with Asurion again and that they needed to take care of this situation for me because I was their customer and if they wanted to keep me they would take care of this. Thankfully they did. I don't understand the point of paying for insurance when they put you through hell to get your replacement phone. These people were rude and not helpful. And as far as I am concerned they are liars. They assured me on all occasions that this issue was taken care of but it wasn't. Please document every phone call you have with them because you never get the same person and then you have to go over the whole story again and again. Good luck to anyone trying to file a claim. I am canceling the insurance on my other lines.

Here is the kicker. Back in April when the claim was made I called it for my husband obviously cause his phone was lost and the idiot women on other line out claim under my phone number and not his so now they cancelled my insurance because I had a claim 6 months ago for a broken screen! Long story short I thought this whole mess was resolved back on my 2nd when the 3rd person said they have the device. Until today when my new AT&T bill comes a whole month later. Surprise my bill is 3 320 as its normal 144. So of course I call AT&T who then connects me with Adirondack. 3 hours on the phone today between AT&T and Asurion before my bill is corrected for a device I do not process and after 4 supervisors and many uneducated representatives my issue was finally resolved!

In closing these people are unprofessional and stressful to deal with! My advice always keep tracking number and send it fedex or ups not usps. They want you to send it usps so it easier to lose and they can charge you out the ** for a device they claim they didn't receive. If all your ducks Aja proof is in a row tell them you will take them to court and sue for the money you are owed as this is your right! This business needs to be turned into better business bureau!

How do you promise someone a phone on Monday if you don't even know you have the phone in your warehouse? She said she couldn't get a hold of the warehouse (?) which seems implausible to me... and I wasn't allowed to talk to a warehouse rep. Supposedly, her "supervisor" is calling me back in two hours, but I doubt it and doubt this problem will be resolved anytime soon.

After arguing a few minutes she said "please hold for a resolution specialist." After over ten minutes on hold I finally hung up. I then called Sprint and explained the situation and how I felt Asurion is a scumbag company, totally shady, a ripoff, scam artist, and a few more adjectives. The nice girl from Sprint said she would escalate the claim to their Corporate office which she did.

Later they called me back and said basically they forced Asurion to give me a 200.00 refund. Thanks Sprint however I would say this, if I had given Asurion a credit card rather than it going on my bill I'm confident they would have told me to pound sand. The worst part is that I have insurance on 4 other business phones and two tablets and will now look at another provider for insurance - To think I send the thieves at Asurion that much money every month and they treat me this way - scumbags.

I called back 5/27/2015 to provide them with the RMA #. I was told to look for an email before end of day with the label so I can ship my product. I did not receive any email and called back on 5/27/2014 to grant some time to Pro Coverage before I became very frustrated with their service. I was then told I should have been informed that it takes two business days for them to send the label to me. I should expect it on Monday. It is now Monday 6/1/2015 no email, no label, just a bunch of deceivers. I now call and ask what is the problem now. It shouldn't take a week to send a email with a label. I have given them enough time. The rep tells me that they had my email spelled incorrectly and it will take another two business days. I never contacted them directly.

To be precise after calling GC to provide me with the information so that I can put in the complaint I did not know my coverage came from Asurion. I would have never put the coverage with them. I have a history of complaints with BBB. If it's done through Guitar Center and my information is on file with Guitar Center that is how they access it then it is not incorrect with them. How is it that they misspelled my email address. It was confirmed two times. It is imperative that customer service reps and/or employees of each and every workplace that deals with the public take a course in customer service.

My complaint is if you aren't open to solve the problems, don't waste my time and put me on hold and then ask me questions. If you ask me questions, document the answers. If you ask me to enter my phone number twice while I am on hold, why are you asking me my phone number when I finally reach a live person? Do you have us enter our phone number because you think it will entertain us while we're on hold? For the price we pay to be insured, and then the price we pay for our refurbished phone, we should have much better customer service than that! In reality, the people I spoke to were very nice, but their process is BROKEN.

UPS informed me I cannot put the claim in, because it was Asurion's UPS account. That they (Asurion) would have to file the claim. I told Asurion this, and they responded that they will not file the claim because "the box was not damaged", therefore they cannot be assured the damage did not occur before it arrived at their center. This I do not understand. I called UPS, and they said the box not being damaged would not be an issue. I then told Asurion this, but somehow, they seem to think items cannot be damaged inside a box while being shipped. Also, I do not understand why they refuse to file a claim.

It seems to me UPS would have to accept liability, not Asurion. Also, after getting the TV back, I discovered that the TV was not physically damaged (cracked screen), but somehow something was broken internally, because you can hear something rattling around inside the TV, and when you turn it on, the screen is just a big blob of colors now. I wonder if someone dropped it at the repair center, and then put it back in the box just to get out of having to accept liability. I called and talked to UPS, and four or five Asurion "supervisors" and all just repeated the same story. "Sorry sir, but the box was not damaged, therefore we cannot file a claim to UPS"... Needless to say, I will never buy an extended warranty that has Asurion attached to it ever again. I am just supposed to accept that someone damaged my TV, and live with it? I don't think so...

I get a new appointment for Friday May 22, 12-4. On Wednesday, May 20, I get a call from ProTec. They are not working Friday because of the holiday so we need to reschedule. I get Wednesday May 24th between 12-4. Tuesday May 23, I get a call from Protec. They need the model number and hardware revision to order parts! I told them I had an appointment for Wednesday. He said it was Friday in the schedule but they were going to miss both of these dates!

Upset, I call back Asurion. I ask to talk to supervisor who repeats the same thing over and over. I told him to put drop the script and talk but he just said the same thing over and over. I now have an appointment for June 3 between 12-4. I am really hoping that they keep it. NEVER DO BUSINESS WITH ASURION OR PROTEC REPAIR!

The customer service agent from Asurion was suppose to note my account that we had spent over 2 hours on the phone trying to delete this and it was not accepting it. Apparently... Another great customer service agent who doesn't know how to do their job, didn't make the notation. I am receiving calls that I am going to be charged $900 because the "Find my iPhone" has not been turned off. Really!!! Why doesn't the FCC regulate these companies?

There is no reason for my claim to be denied yet again. Yesterday, Friday, I called in from work and the woman was ready to accept my payment for shipping. I stupidly couldn't finish the transaction because I was unable to move from my desk (because I'm at work) to receive my payment information. She assured me to either complete it online or call back when I could. Well I went home and tried to complete it. The online process told me to call back. Again! Well, at this point I am at home (without a phone) because I am one of those people without a home phone. So I asked my sister to call for me. She called too late, the office was closed. So she tried this morning to only be told my claim has been denied!!!

I want to give up so badly but my budget and pride won't let me. I don't think any company should be allowed to mess people over to this magnitude ever and get away with it. I don't know who they hired to write good reviews but I can assure anyone out there, they are fake. There is no way in hell this company is fast and fair. I am so angry right now my fingers are shaking as I type. I am not made of money and we are all given a certain amount of time on this earth and I don't want to spend mine talking to these simpletons on the phone or email. I will make sure they refund me the money I've paid them these two years or they send me a new phone.

JUST AVOID THIS COMPANY AT ALL COST. THE AMOUNT OF TIME SPENT TO ACTUALLY GET WHAT IS YOURS IS IRREPLACEABLE. I still have to use my work time to deal with these people next week and knowing them it won't be resolved on Monday. This is enough to make me want sue them for time lost, emotional distress and theft.

She sends me to the "automated system" to complete my call and I get a rude chick that keeps telling me "It will be delivered Monday!" I said "No it is supposed to be here Saturday I'm paying for Saturday shipping!" She keeps saying "No, Monday". And that I cannot change anything - it's too late! I wanted to reach through that phone and slap her! Their agents do not properly process claims and that is a real problem! Now I have glass all in my hands, my son cannot use the phone because the glass is coming out everywhere! I'm livid!!!

I've been trying to provide asurion with the documents and every time I do, either my claim hasn't been submitted even though online it says it has been submitted or they need more information for my own account. I understand if there were multiple lines on the account. Anyways, you call customer service and they redirect you to online which you can't proceed with because the asurion system states that your claim has been submitted. After spending 2+ hours on the phone attempting to file a claim they tell you the claim needs to be reviewed. This review usually takes 8 hours they say. Lies. It took me 168+ hours for this review to be completed, about 7 days. My work is phone based and I lost about a total of $1,347.32 to be exact because I was not able to work and receive my phone as soon as possible.

Let me finish, on top of all inconveniences, stress, risk at losing my job, I call again and they tell me "I see your claim was submitted and we just submitted your claim." I submitted this claim about 3 days ago at this point, meaning this claim was still in review. After this, I make my payment via phone which was $200.00. The automated voice tells me I'll be receiving my phone the following Monday because it is Friday, which is fine but that's not an option for me because each day I don't work I lose money. I call asurion and they tell me I can't get express shipping because the payment has been processed and I didn't select the express option. How am I suppose to select the express option via phone if it was never offered.

Aside from not being able to select the option, the express option is $20.00 more and let me tell you, there is no way in ** they will pay for it. I mean what's the point of talking to care solutions if they don't care? I had to cancel my claim and wait 1 more day for my claim to be cancelled. I called again (my 17th call by now to be exact) and they state that I have to resubmit my claim. Are you serious?!? After seeing how frustrated I was they decided to tell me that they will resubmit my claim since it was approved. I had to enter other stress levels and frustration before they could do this instead of initially doing this. Instead of assuring I am able to work, asurion assured that more money came out of my pocket.

Only reason I still deal with these guys is because my girlfriend loves Sprint. Even so, asurion gives Sprint a bad reputation. I lost $1367.32 because of asurion. After everything, they tell me that my phone has been processed and will be arriving Monday. Let me remind you, I paid for express delivery for Saturday and I'm still getting my phone Monday. As I attempted to get a refund they said they can't refund because the phone was delivered. Let me tell you, I hadn't gotten my phone till that Monday and I never got my $20.00 back. Moral of the story, DO NOT GO WITH asurion (Notice how I am not capitalizing the A no matter what, it doesn't deserve it).

The scam that Asurion is running is an intentional holding of my money in their bank accounts, making it a "free" unauthorized loan of $199 from me, while collecting the interest from their bank for MY money that sits in their accounts for 30-60 days (1-2 billing cycles). That might not seem like much until you multiply it by thousands of customers each and every month, then it becomes a substantial amount of money. A pure accounting scam. It's immoral, unethical and should be illegal if it isn't already. Shame on you Asurion, shame on you. Your customers go above and beyond to honor and respect the agreement and you decide to hold their money as a free loan for up to 60 days.

Saturday, May 23 afternoon (California Time), still no email so I called and the representative I spoke with said they already sent the email to the **. I was like "No, haven't received it." They re-sent it, I waited on the phone with the manager to see if it would go through, still nothing. A couple hours later I called back and the representative resent it again. 5 min later, I received the email. I opened it up and noticed only $28.89. I stated that was wrong. She said "Yes, that is wrong. Are you sure it's for this claim?" I said "yes" then she asked for the card number and said that the card numbers were wrong as well then said it was supposed to be $193.57 then placed me on hold.

Few min later, she came back on the line. Said they first issued it to the ** (keep in mind it was changed before they sent the gift card) and somebody spent most of the money on the card and all they can do is send me the left over money. Said there is nothing else they can do for me. Both the representatives and managers told me to: file a police report, go into my closest Wal-Mart and they will take care of me, contact Wal-Mart 800 #. That same day, I emailed Wal-Mart customer care team. They apologized, said this was not Wal-Mart's standards. We emailed back and forth Saturday and Sunday, said unfortunately I have to go back to the product care plan, they should handle it.

Sunday, May 24, called product care plan and the representative said he was sorry for everything I went through and he would take care of my problem. Said I will be receiving my missing funds in 7-10 business days. I said that was fine, I was so thankful that he was helping me!! Tuesday, May 26, I called to follow up because this whole process has been back and forth. Well, the representative and supervisor said the guy from Saturday should not have told me that and he will have disciplinary action taken towards him for saying they would reissue the lost funds but they are not going to.

I mean these people expect you to pay monthly, pay them a deductible and when they send a refurbished or new phone which didn't even work for a single day, then they expect you to wait for another 2-3 weeks to get your phone repaired. "Why do you need to send a new phone for repair? I paid you and I need a working phone. I spent over $300 buck including the monthly and the deductible". "It'd be way better to pay for the repair if in case you ever need it or even if you lost the phone it'd cost you similar". They scare you that what if phone gets lost stolen or broken. You buy their services and when you avail the service you compare that there's not much difference. Better to take risk than to feel cheated or frustrated by someone who took your money and didn't deliver the quality of service.

Fact: They reject claim 5 times for the following reasons: Phone in use is not same as phone claimed. Well duh we are using the galaxy gear s watch. Phone on account shows Note 3. No we bought the Note 4 in Oct refer to the upgraded contract. Same excuse as previous time saying IMEI doesn't match a black Note 4. Asurion says I have to research with AT&T. 3 hours later on hold, AT&T rep conferences with them explains, clarifies, no one knows why Asurion shows a Note 3 and AT&T a Note 4. Last date of phone use is not date stolen. Wait WHAT? Phone stolen on 3/15 last date of cellular usage was 2 days after we added the insurance in Feb. Why does this matter? No one at AT&T knows and get Asurion to change their minds. AT&T can find nothing in policy saying they can do that. About 8 hours of phone calls. Tears, frustration, supervisors. Nothing. No way it will be approved.

Fast forward, I give the other user my WHITE note 4 different IMEI also purchased on same day. They have no phone, have borrowed friend's phones that needed to be returned. Few I decide to go to something smaller so I sell them my phone. Insurance is still being paid. The WHITE note 4 is lost, nowhere to be found about 2 months later. Track the phone 3 days GPS is off for some unknown reason but it shows data usage. Claim #6 denied phone still in use. Claim paperwork says DATE INCIDENT OCCURRED, they want me to put the DATE PHONE WAS LAST SHOWING USAGE. Wait WHAT?

"Denied phone you are claiming is the same phone you have been trying to claim as stolen since March." WAIT.... did you read where I said it was a WHITE note 4 with a DIFFERENT IMEI. It is not the SAME PHONE it just happens to be the same TYPE OF phone. They put me on hold, (no way I am hanging up) research, 1 hour later 2 adjusters later at my assistance. All I got was "OOPS MY BAD." You are correct it's a different phone. If they can see the IMEI and the usage how was this even an issue?????

Denied phone still shows usage on date put on the claim - well duh. I was still tracking it days after the INCIDENT OCCURRED. I suspend the line as directed by the Asurion rep so now we can't locate phone. Asurion rep fills claim out for me says "When did you lose the phone?" Asurion adjusters deny claim saying the phone was in use as far as Tuesday. I say "I KNOW I SUSPENDED IT TUESDAY when I gave up looking for it." I am told fill out a NEW CLAIM.... Denied phone still in use as far as Tuesday I was told to put the DATE THE PHONE WAS LAST IN USE which is the day it was suspended. Yet because it showed usage on Tuesday it was denied again.

Let's remember the form says date incident occurred. Rep on phone asked what DATE was the device lost or was stolen. That is still SATURDAY but they want me to sign a SWORN affidavit and put that the date is TUESDAY because that is the date I suspended the line. They want me to commit a crime of perjury that they are ready and willing to sue me for. New claim rep on phone says... "what day did you lose the phone?" My answer: The date I suspended the line was Tuesday. Sworn affidavit says: Date incident occurred, I cross that out and put date line was suspended and put Tuesday's date. 48 hours later after an ADVANCED claims team reviews my claim since I have 8 previous denials. I receive an approval and the phone is on BACKORDER, no word yet when I will get it.

Probably more than 18 hours of my time, numerous amounts of my daytime minutes used (yes I still have an old rollover plan so I can keep unlimited data) and I still have to pay them $199 for a refurbished device. How will I be compensated for my time, frustration, emotional stress? This is not what I agreed to when I agreed to pay $35 per month for 5 devices including my ipads.

I was very displeased a few days later when the phone came in the mail. I opened the Asurion box hoping to find a new iPhone 6 plus in the Apple box which it originally came in to ensure that I had in fact received a new phone. What I found was the complete opposite. The phone was just sitting in the Asurion box wrapped in a thin layer of plastic and right away it was clear this was a refurbished phone. Not only that but the phone that was sent to me was also damaged.

The second call I made to Asurion did not go so well. When I explained how I was told I wouldn't receive a refurbished phone and that I was guaranteed to receive a brand new one the woman I was speaking with kept repeating ''sir we cannot guarantee that you will not get a refurbished phone''. I then began to explain that I was told that I would receive a brand new phone otherwise I would not have spent the $200. Not only did I give out my credit card information but I was lied to about what I was being charged for.

In the automated system before you even get the chance to speak to a representative it clearly states that if a customer provides false information Asurion has the right to take legal action. In this case I am the customer and ASURION provided me with false information after I gave my credit card information to these people and was charged. I have never encountered anything more hypocritical than this. So now I almost feel obligated to take legal action. I feel scammed out of my own money and I pray this does not happen to anyone else.

I received the replacement device the next day, slapped the return label on, and sent the phone back as instructed. It is now May and I see the $149 charge on my bill as "overdue" and call AT&T to explain the issue. AT&T calls Asurion to verify if they received the phone but they did not. Of course I did not keep a copy of the tracking label. (Epic fail on my part). Insanity ensues.

After multiple calls to Asurion Customer service, they gave me a tracking number which is invalid. I am wondering if anyone else has been given this number when they did not keep track of the shipping. They told me it is a USPS tracking number on the return label but when I asked the post office, they told me that that is not a valid number and it is not the number with which they scan. USPS tracking numbers are in the following format: USPS tracking **.

Additional frustrations and mistrust for this company: I was informed that I would receive a "one time courtesy refund" of my claim amount ($149) in 1-2 billing cycles. The Asurion rep indicated that he would notate this on my account but when I called back, a different rep informed me that the refund would not be granted and my earlier conversation was never documented on my account.

One Asurion rep gave me a "return label tracking number" that was invalid and a different Asurion rep insisted that they do not keep record of the return label tracking numbers. One Asurion rep told me he would contact the warehouse to check if the phone was received but this too was not noted on my account. When I called to ask about the status of the missing shipment, another Asurion rep indicated that the phone should have shipped to AT&T's warehouse and not Asurion's warehouse.

One Asurion rep told me that I was not being billed for the missing replacement device, but I was actually being billed for filing the claim. He said that there is no record my claim was originally cancelled in March and that I needed to return my damaged device. I explained that my claim was for a lost device. How can I be expected to send back a device claimed as lost? He then put me on hold and said yes, the original claim had been cancelled and I would receive a "one time courtesy refund".

This time, I asked for a confirmation number and asked if AT&T can see the said "refund" noted on my account. He said he cannot provide a confirmation number and I would have to contact AT&T to find out. AT&T informed me that the refund had not been applied and they do not have access to see the notes from my conversation with Asurion. AT&T rep conference called Asurion and Asurion's rep ** informed us that the refund would be applied in 1-2 billing cycles. 1 hour later, I received a call from AT&T finance indicating my account is past due for $149 and I have until 10 Jun for this Payment Arrangement.

Questions for Asurion: Do you keep record of shipment tracking and return label tracking numbers? (I mean the real ones used by USPS/UPS/FedEx)? If so, I'd really like to find out what my return label tracking number is. Please define what a "Courtesy Refund" means. My definition of the term means you will return my money or remove the charge from my statement, not "we never had this conversation, please go away." Why does it take up to 2 billing cycles to apply a "refund"? I just need to have the charge removed from my bill. What processes need to occur during this 2 month period?

If a phone needs to be returned, what is the return address? Is there contact information one can call to verify that the return shipment was received? Why don't you give out confirmation numbers so that your customers can have peace of mind that they are being taken care of? You are an "insurance company", right? Do you record the customer service conversations for quality assurance purposes? If so, I would like to obtain a recording to assure myself I didn't just make up a conversation for 4 hours. I plan to continue calling Asurion and AT&T until this issue has been resolved and I receive reliable answers to my above questions. Thank you.

I called the next day and the customer service reps I spoke with were rude, unorganized & gave false information. They told me my numerous fax attempts we're not coming through, the third rep said it takes 3 hours to receive and review a fax so I called back in 3.5 hours. The next rep told me it takes 24-hours for them to receive a fax, also Asurion does not accept faxes from AT&T stores, I needed to go to a library! I told this woman I was told to go to an AT&T store and she said she did not know why I was advised to do so and there was nothing else she could tell me other than my documents were not coming through to their fax machine. She would not work with me in resolving my issues, not would answer any of my questions and was no understanding of my frustration.

My claim is said to be finished and I'm now waiting on a phone to be delivered. On this last step I asked for a manager, He took down all my Info and "magically" found all my paperwork needed to finish the claim. He asked where to ship and I asked him to repeat the address. When I asked them to repeat the address for delivery the man said he could not because he had already submitted the claim. I'm hoping he has the right shipping address. This company has been the most unhelpful, stressful & the worst customer service I've ever had to deal with. I have spoken to about 7 of their reps in order to complete my claim with in the last 3 days, each rep had a different story about my claim and or my paperwork. AT&T is a great company, I don't understand why they would use such unprofessional people for serve their loyal customers.

If you look at Asurion's customer reviews I do not stand alone in the mistreatment and terrible customer service, there is nothing but bad reviews. A few of the reviews are that people have received the wrong products or they were broken or used. If I receive a used, damaged or the wrong phone I am going to have to take this complaint as far as I possibly can. Spending $150 is too much money to have to deal with added stressed of life that are unnecessary. This company is unprofessional & not trained properly.