Asurion Reviews

I purchased three very expensive smart phones & insured them with Asurion via the phone company. One of the phones was lost/stolen. I submitted a claim and got a confirmation by email. I got no results. I called in to the outsourced reps and not only was there a language barrier, but they could not seem to understand the whole insurance claim process. Months later and no phone, someone finally escalated the call after still not understanding. The rep who assisted seemed confident and knowledgeable. VOILA I received a replacement phone in three days.

I called into Asurion 2x to ask customer service how their claim policy works. Knowing that I made a claim on July 5, 2013 (water damage), I wanted to be sure I made it past my 12 month claim date before making another claim to insure that they would not drop the insurance coverage on my phone as having fulfilled 2 claims within 12 month period as their policy letter states. Both representatives assured me as long as I called in after July 5, 2014 that I would be on a new policy year with 2 claims entitled to me. So, I called in on July 7, 2014 just to be sure and asked a 3rd time would this be considered my first claim for the new policy year and they replied yes.

I bought a phone at Sprint. I lost the phone. I called Asurion. I received a refurbished phone. I was unable to activate the phone. They sent me another phone. It took several hours on the phone to get it working. I spent a $200 deductible. I found the phone. I was told I had to send my new phone to Asurion and would not get a refund of my $200. I think this is a rip off. I want to keep my 2-month-old new phone. Apparently, this is not their policy. I am very angry.

What is the purpose of having insurance on a phone if you are going to just send me another broken phone? Then I call to rectify this issue and I speak to Nasty Nikki... She say, "Well we can't provide you with a new phone. If you wanted a new phone, you should go and get one from the store. We provide gently used phones." And then hung up on me. I called back and spoke to another young lady who also couldn't help me. I spoke to their customer care dept and they told me to send them their broken phone back, they couldn't help me... From that on, I called my provider and canceled my subscription. ASURION IS A WASTE OF MONEY.

I have been paying for cell insurance with Asurion for close to ten years. In those ten years I have had 3 claims. First for a blown speaker, and recently two accidents that cracked the screen. Each time there is a 99.00 deductible on top of the 10.00/month that has gone pretty much unused for the whole time I have been paying them. Since I have had 2 claims within a 12 month period, Asurion sent me a letter stating they were cancelling my policy and I couldn't apply for a new one for 12 months. This company is OBVIOUSLY nothing more than a money grab. Insurance in general is a gamble, but Asurion is going to make sure they never are on the losing end of that gamble. That bulky Otterbox is a much better (and WAY cheaper) option. Read the other complaints about them and spread the word. The consumer is being bent over a barrel by tactics like this time and time again.

My phone was stolen on July 4th.... It is now July 11th and I still do not have a cell phone and the claim hasn't been reapproved since they sent it to the wrong address. I am so annoyed because my phone was delivered to their warehouse which is not far from my home but you can't pick it up there. I have been extremely patient but at this point I am angry. I pay $11.00 per month and my deductible is $200.... Perhaps I should just go ahead and make that upgrade...

Tried to make a claim for an iPhone that had gone through the wash, and was rejected by AT&T's insurance carrier, the equally crooked Asurion. Through a snafu with Best Buy, the insurance was cancelled temporarily as Best Buy replaced our phone with a new contract and deleted the insurance -- after the phone was already damaged. After we found out our fees had increased dramatically, we returned the phone to Best Buy, had our contract restored and tried to make a damage claim. Because we had a break in insurance after the original phone died, Asurion and AT&T used it as an excuse to not honor our contract.

After lengthy claim process, I was finally told the iPhone 5s (most popular cell phone, which is why you get insurance in the first place) IS BACKORDERED!! - so no phone available for 5-7 days?? Then why are there plenty of 5s phones on the shelf at the Verizon Store, and at Costco - where I watched my brother-in-law get an insurance replacement in-person only two days ago??? And there is nowhere to go - Verizon refers you to an Asurion rep, whose job is to repeat the bad news to you several ways in hopes you'll go away - maybe to pay your insurance premium for a service that they don't deliver? Where is the BBB and is the FTC yet investigating this scam?

I sent a phone back in the mail that was broken and I have insurance. They sent me a refurbished phone. I sent out the broken one to them and a few weeks later was called by AT&T and they said they never received my phone. I called in and told them I resent it out and put it in the box they provided with billing label they provided as well. They put a 500 dollar balance on my account for a phone that they said they never received.

I left my phone in a cab on Saturday morning. I gave it two days to see if I could track it down from the cab company so I called in on Monday afternoon to file the claim. I was told that they were out of the white/gold iPhone 5s 16 GB and they only had white/silver. I said no, I want the same one I had. So I was told I would have to wait 3-7 days for it to not be on back order anymore and then it would be sent out. I called in later that night (last night) to tell them that I decided that I don't want to wait and that I'll just take the white/silver. I was told that a lot of phones went out, and that they are now out of all 16 GBs in all colors - and I had to wait the full 3-7 days regardless, which is ridiculous because we are supposed to be guaranteed a phone within around 24 hours. I even asked if I could pay the different and get the 32 GB, just to see if that was even an option, and they said no.

Firstly I followed Asurion's lengthy process to file my phone claim. Gone are the great old days where you could just call the company and get it all taken care of in one phone call. The monthly rate and deductible has gone up but the service has greatly fallen. Now I have to fill out an affidavit, print, sign and scan it and submit it online. OK did that. Next I have to put in my address and credit card info. Tried all that and the system would not accept the address even though it's in a major down town office building. So I had to call and send give them everything again over the phone. Next I told them that the driver needs to call me to let me know phone is there because the office is huge and I don't know who would sign for the phone. Of course they never called and now my phone is God knows where in some mailroom that I don't even know exists.

I have had my phone for 7 months paying $10 month insurance. I broke phone, called to claim after being lied to and told phone would be here 24 hours. Long story short phone never showed b/c rep lied through her teeth. I call and they referred me to telecheck who claims my credit to poor for them to take check or card!!!! So I have no way to pay deductible!! How can anyone legally take premium $$ every month then refuse deductible!! I have been without the phone over a week. I am having to buy one used one to hook up and Verizon will not refund my premium $$ even though Asurion refused me!!!!

Lost my phone - I filed 2 claims and they cancelled me.

Cell phone insurance is ridiculous and I will never get it again. It costs $10 a month for insurance on the new iPhone 5s. In 2 years that will be $240 in monthly premiums. Say you have your phone for 23 months and you break it, you have to pay them $169 for a new phone (that's with the insurance). That's $409 that you paid for a replacement phone. Iphone's sell on eBay for less than half of that.

Metro pcs with Asurion's insurance is horrible. I recently filed a claim on a phone that was broken. As soon as I received my refurbished phone I was alerted that my insurance had been dropped. I called Asurion to find out what the problem was, they told me because I filed two claims within 12 months, I am no longer eligible for insurance with them until May of 2014 and would have to pay full price if something was to happen to the phone I currently have.

THIS INSURANCE COMPANY HAS TERRIBLE CUSTOMER SERVICE AND DON'T PROVIDE THE CUSTOMER WITH THE SAME PHONE. I lost my iPhone and claimed it and as i was about to pay the deductible, the representative tells me that the only phone they can provide me with is an iPhone 5c. I am livid because i need the phone and had no other choice but to get it. I pay a monthly fee for my iPhone's insurance and they have the audacity to not provide the same exact phone for me. I'm extremely upset because i hate the iPhone 5c and am positive that they are offering it because NO ONE BUYS IT. Maybe i'm being a materialistic spoiled brat but I pay for this awful insurance company to cover my phone and if i want the same exact phone i should receive it.

Asurion currently have a monopoly on the phone insurance business and it shows by their disgusting customer service and reprehensible business practices. Their rep made mistakes in their system and yet somehow I was the one to suffer six hours on the phone trying to sort it out. They have no idea how to differentiate between a standard consumer and a corporate account. They refused help me unless I provided personal information while trying to file a claim for a corporate owned phone (which is absurd to begin with) and then messed it up anyway while refusing to admit their error and just handed me back to an AT&T rep. They have to be one of the single worst companies I have ever had the displeasure of dealing with and they couldn't care less as they do indeed have a monopoly in the industry. I have canceled insurance for every single line we have with them as I would rather pay the full replacement price than deal with them again.

My phone broke and I called Asurion to file a claim. Asurion stated that I had to pay $150 for a replacement phone. 2 days later I received the phone it wound up being on the wrong operating system and the refurbished phone did not work. I called Asurion back and they kept sending me back to Tmobile. Tmobile tech support could not fix it. If I would have bought this phone on Amazon it would have been cheaper and new not refurbished. All said and done I sent the broken phone back and requested my money back after over an hour on hold w/ Asurion.

I had the same thing happen to me as the previous reviewer. They are incompetent! I filed a claim on May 22nd, called three times and was always promised the claim would be processed. I persisted today to move onto to the resolution team and then corporate headquarters. Not one of them could explain what had happened to my claim or why it was not being processed. I explained that at this point, two weeks later, I expected them to overnight the phone to me as well as credit me for the two weeks I had paid on service. They explained they could not do that and now the claim was going to take an additional 4-5 days. Why are we paying this insurance?! Still not sure when I will receive the phone.

Claim was submitted the beginning of April. I am STILL trying to replace my phone. They gave me a difficult time when my phone was stolen, I gave up. Then I placed another claim on my damaged phone. They declined it stating it didn't meet their policy. I have to resubmit the claim rewording it to MEET their standards/policy.

As if losing your phone and living without it in the 21st century isn't enough of a punishment, Asurion manages to makes it 100x worse. Let's begin with the advertised promise of next day shipping which WAS NOT the case in my situation. I lost my phone in the back of a cab Saturday morning around 3 am. I tried tracking my phone down the whole night to no avail. Later that morning, I decided to file a claim for my lost phone.

I filed a claim online on May 22nd. They sent me the confirmation email saying my phone would be there in 1 to 2 days. I went online and live chatted with someone on May 27th who said the claim wasn't done and that she was sorry but would make sure she would process the order and promised I would have it today, May 29th. I just called wondering where my phone is and once again no one did the claim. Even better, they can't expedite the order for me. Worst company ever.

Started claim Dec.10, 2013. Cracked screen. Gave card#, card won't process. Next card will not process. Told I would be called by manager. I was called week or more later. Missed call. Phone worked so I didn't pursue at the time. Phone started turning off + on about a week ago, so reopened claim. 3 credit cards and 1 electronic check would not work this time. Asurion waived fee and was told my phone was not in stock, send phone in and I would be emailed a gift card. Sounded good. Phone was received May 21, 2014 checked with Asurion many times. Told it can take 72 hr. Called May 27. They do not know what went wrong. Will resend gift card. May take up to 72 more hours. I am not very happy with all this.

I called to make a claim for a T-Mobile Samsung Galaxy S2. I was told my deductible is $150.00. I asked what the value is in the phone, and was treated terribly. Also no one could answer my question about the value. An S2 is a very older model phone and I'm paying insurance and it appears as though I may be overpaying. Asurion is ripping people off.

Never ever make a deal with them. Charge me $60 for damaged phone, which is not true. I made a claim at T- Mobile store and they told me I have to pay only $5 processing fee. Phone had a software problem.

Since Monday Asurion and AT&T promise me I'll get my phone tomorrow, will get an email telling me it shipped, will have a tracking order, and they do it with a smile. After two days they finally told me the replacement phone I would get was backordered. Then, after chewing them out and getting yet another promise, the phone STILL hasn't shipped. What a friggin waste of money this plan was. Do yourself the best favor ever and cancel your plan, save the $10 per month and buy your own. These people tell you exactly what you want to hear with a pleasant voice then do as they please while you wait. And wait. And wait.

Buyer Beware! My iPhone insured by Asurion was stolen from my car. Premiums paid over the years total close to $800. Phone cost $199. After the deductible of $169, Asurion reimbursed me $30! Quite a large profit margin for this insurance company. My advice: forget the insurance and just buy a new phone out of pocket.

Today is 4/26/14. I lost my iPhone 5 on Wed 4/23/14 on vacation in Atlanta. I filed a claim with Asurion the following day but was hesitant because of reviews. I pay $11/month for Sprint TEP so I was devastated by the reviews. On 4/25, I decided to go ahead w/ the claim and paid $220 deductible ($20 for Saturday delivery). I was flying home (Maryland) that Saturday so I wanted it to come then... AND IT DID! I am using it now, less than 24 hrs after asking for a replacement. From what I can tell, it is not refurbished either. Long story short, find out for yourself instead of reading reviews... People rarely write them when they're happy!

Not only did they gave a me hard time replacing my phone but they send me the wrong phone with a smashed screen. The worse company ever.

We bought our LG Refrigerator from Home Depot in South Elgin, IL back in 10/2011 to have it delivered to our new address in Iowa. We got the extended insurance coverage through HD as well. 2 1/2 yrs later our LG stopped cooling. As a matter of fact it stopped cooling 11 days ago. Lots of food thrown. Home Depot put us in touch with our extended coverage people, Asurion. We just found out today 4/18/2014 that this is who we've been dealing with for the last 11 days. My husband has made countless phone calls and has been lied to repeatedly by these useless bags of crap. To this day they keep telling us our complaint is of high priority and then they tell us they need this and that, and the next one says there isn't any documentation of this or that in our file!!!!! They give you the run around over and over.

I submitted a claim online with the Assurion/Verizon Claim Center on Saturday. I found that my Samsung Note 3 was on backorder. I then called Assurion and spoke with an agent. I was told that "hopefully" my phone would be in stock by the end of the week. On Wednesday, April 16th I received an email stating my phone was in stock and would ship that day and I would receive it via UPS on Thursday. By 5 pm Thursday it had not arrived so I used the tracking number provided by Assurion. UPS had no such tracking number. I called Assurion again and was told that the reason the tracking number did not work was that the phone had not yet shipped. I was told that "hopefully" the phone would ship that same night and I would "hopefully" receive it on Friday.

I broke my Galaxy Mega and was able to file a claim. They told me my device was on back order. A week later, they shipped me my new device. Shipped it to a wrong address. I was able to get the device and activate. They told me, "That's great." Everything was great! Then a week after receiving my device, they shipped me another one and I was never notified nor did I receive the device. So they locked my current device that was working properly. When I called them, they told me they could not cancel the original request but yet I was never told! Now every time I call, I get the same spiel: we have 24-48 hours; call tomorrow; call tomorrow; call tomorrow and we can unlock your original device. And still a week later my device does not work and Asurion refuses to help! Super frustrated and still have no working phone! Do not recommend using this company. They have no complaint department and when you ask to speak to a supervisor, they never transfer me! They never let me speak to the department that's suppose to unlock my IMEI. I am so mad with these people!!

We sign up a contract with T-Mobile phone company year ago with insurance company name Asurion. So my wife accident broke a phone and we call to Asurion to file a claim and they pass me to T-Mobile and then they passing around like a ping pong. After that they said they don't have the same Galaxy S3 for replacement and they keep forcing me to take a LG Nexus 4. I ask them when they have it in stock then they said factory no longer made Galaxy S3. I also ask them anyway that I can upgrade to another Samsung and they said No and your phone a year old model. I THINK A LOT OF PEOPLE HAVING A PROBLEM WITH THIS COMPANY AND BE CAREFUL BEFORE SIGN UP A CONTRACT WITH THEM.

I placed an order to replace my LG G2 on a Saturday. Was told 2-3 business days before it would arrive (where is the "next day" they advertise?) Okay... Then found out on Tuesday that the phone is BACKORDERED. Sounds like a central theme on this site. Thing is they PROMPTLY took my $150 out of my account. Called them and it was not easy to get a live human being. I went around the system. While waiting, they advertise, twice, that they have next day delivery! I bring this up to the representative and she denies it! Really?? In this day, when we no longer have a home phone, this is a major issue. Not to mention using them for work! Having the most popular phones "in stock" IS their business. I suggest they spend some of our monthly cash on THAT GOAL!! Unacceptable on all levels!!

About a year ago, my son's phone was stolen so we ordered a replacement from Asurion and paid the deductible. About a week after we received the new phone, the person who stole the phone returned it. I notified Asurion that I had the old phone back and what they would like me to do with it. I was informed by one of their customer service representative to return the "stolen" phone and I would be credited back my $200 deductible, so I did. Now a year later, they still have not credited my account. After speaking with 3 different people all of who just repeated the same thing - That I do not get my deductible back because I did not return the replacement phone. I informed them that I was instructed to return the stolen phone. All they would say is "Sorry, you were misinformed" and refused to refund my deductible. They rip off people by giving misinformation. They have done this to me on three different claims.

I filed a claim with Asurion to replace my Samsung Galaxy S3 because of a cracked screen. I was informed that my claim was denied due to 6 previous claims which were all denied. I requested more information concerning the previous claims as I did not file them. I was then told that they did not have that information. I asked, "Why you would continue to take my insurance payments if you would not honor my claim again," no answer but apologies.

When you buy this product they sell you on next business day replacement, etc. but when you need the service the answer is your phone model is OUT OF STOCK. When you ask when it will come in the answer is "we don't know". When you escalate to a manager all you get is "we have up to 30 days to replace your phone" which is not what they are selling. I have seen many other posts about the phone model not being in stock so it really makes you wonder what this company does as that is it's only job is to have replacement phones when the clients need them.

I had paid for this insurance on my phone for years. Obviously never needed it before now but I dropped my phone and shattered the screen. I went through Asurion's website and they did not have my phone in stock so I ordered the "nearest comparable" phone that was in stock. Per the website I would have a new phone the next day. I checked the next day and they still did not have tracking information for my phone. After a few attempts with their online chat service got me nowhere, I decided to call them up. Despite their website assurances that the comparable phone was in stock, once the order hit their warehouse, it turns out that the phone was in fact out of stock.

Tried to file a claim today after the local Verizon store wouldn't help me (what's the point of having insurance if they don't stand behind their products?). Spent 30 minutes on the phone in the Verizon store since the Verizon guy said it was the "quickest" way to get through them to get a new phone (had to do it in-store since my phone was broken). After talking with them, they have me jump through a bunch of hoops (you better have a scanner or a fax machine handy if dealing with them), I receive my return email (yeah, hard to call them with a busted phone) only to find out that my model is "Back ordered."

After paying premiums from 8-12 dollars per month for decades, I finally decided to make a claim after dropping my HTC EVO LTE and cracking my screen. Asurion was very helpful and I received a replacement the next day, after paying a $150.00 deductible. The problem began when the phone I received didn't work properly. The top button, which turns the screen on didn't always work. After finding alternate methods of turning on the screen, I decided that I deserved what I paid for and called Asurion to rectify my issue. I was told to bring it into a Sprint store and have them repair it. The phone could not be repaired and I had to purchase a new phone.

First of all, I wish to state that Asurion's customer service and management communications met favorable expectations. That's the good news. Now to the rest. I requested a replacement for an I phone 5 and after satisfying all their requirements, (photo ID etc) the replacement arrived. I requested to self activate, as my current one was not able to charge and wanted it to last until replaced.

I am a AT&T Customer. Very happy with it. So, broke my Note 3. They send me a replacement with a bad LCD. It took them 6 days to replace the first one. Now they want me to send them the one I am using so they can send me another replacement. And will not warrantied. They will send me the same phone or model Wtf. (Will be canceling all insurance in my 3 lines) No thank you. Now will rate this company too big to care about Customer Service. Bad bad for business.

I filed a claim last Monday. Got my phone on Tuesday... They are great and helpful and I have them insure all my devices and I have a lot. Lol.

I am a Virgin Mobile customer and my phone was insured by Asurion. I went to Asia in Jan. and informed Virgin of my plans. In Thailand on about Jan 24th my mobile rescue phone insurance locked my phone. I was unable to remember the 4 digit rescue number. As I was unable to use my phone I put my phone into my backpack and left it there. I was in Asia another 3 weeks and knew phone was no good to me. It spoiled my holiday a bit as I couldn't take any snaps, etc. Anyway when I got home, I went to look for my phone and couldn't find it.

This company is ** & fraud. I had called in about 1 month ago to file a claim for my samsung galaxy s3. They had told me, "sorry the phone is not available, we can give you a nexus 4." I said, "**?" I paid for a s3 insurance. I accept to receive a s3 and after consistently arguing with them, they said, "fine, we don't have one in stock but we will put a back order which we will receive in 7 days." I said, "ok cool."

This insurance is a complete scam!

Terrible Service!!! I filed my claim, 12/26/14, after a month, they said they can't fix my tablet, and was going to send me a check. After another month, I didn't get that check yet. Nobody talked to me, I have to check with them to see what happened. Every time they have some excuse like system error... Never buy any insurance from this company!!!

I believe last September I received a replacement phone from Asurion for my BlackBerry Bold. Paid the $100 and got a remanufactured phone. Quit working I believe by October. I was due an upgrade so instead of going through the hassle of taking phone to repair center I upgraded to a BlackBerry 10. New phone worked great until I got some snow on the touch screen and it quit working about a week ago. I feared what was going to happen. Will I get another replacement phone that won't work because Asurion will tell you 'there's no guarantees'? So I paid ANOTHER $100 and I received another remanufactured phone. This one had a bad charging port.

I have the new LG G FLEX phone by Sprint. I dropped it in the snow and needed a replacement fast. I filed a claim on 02/15/2014 and to date, I have not received my replacement. I contacted Asurion to see what the hold up was and they told me the device was on BACK ORDER. Whatever that means... According to policy you should receive your device 1-3 business day, not 1-15 days. On top of it all, they told me that they could not substitute another device for that one. I looked online and There are devices that are tier 4 & 5 that could be sent instead of the LG. I am stuck with no phone... But They took my money... I do not recommend this company to anyone... The way I figure is this... IF YOU DO NOT HAVE THE DEVICE IN STOCK... DO NOT TAKE MONIES FOR A REPLACEMENT ASURION!!!!! SIGNED, I AM PISSED.

To start off, I'm going to specify that my work requires me to work from my phone a good majority of the time. No phone, can't work, trouble, etc. My original Samsung Galaxy SIII came from Verizon, worked great for a year until I dropped it. I have insurance through Asurion so I was pumped because they send you a new phone that you generally receive the next day. Lo and Behold, I received the phone only to find it was refurbished and it did not work. It would turn on, but wouldn't connect past 1x mode. Called Verizon who had me reset it a million times, to no avail. Called Asurion for some tips, no dice... They said they'd send me a new phone, a real new phone, not a fake new phone.

I HAD TO SEND Asurion $99 and they in turn sent me a used outdated (not high definition) Droid phone probably recycled by two old phones. It was so outdated that Verizon could not locate one case/cover that would fit over it. "It's an old phone, we don't carry the case for that one anymore." - great! and considering I paid freakin' Verizon $700 for that phone (I had way too much money in the bank at the time due to cashing out on some stocks) - I was relieved that I dropped that phone and broke it, but lo and behold Asurion cancelled me b/c I had two phone claims within a year. So then I paid full price for an iPhone $599 I believe and now that one is lost or stolen and I get to do another claim - but I really want to find my iPhone to tell you the truth. Given the $90 a year, plus paying a $99 deductible for a used phone you don't really come out ahead with this bs insurance.

Asurion had me on hold for 15 minutes and my wife for 10 minute processing claim. My thought everything was completed as told by Rep. Several days later, no phone called. Claim need affidavit and more info. Stayed on with REP fee went up. I got upset and cancel the service. This insurance company is a joke!

I pay my insurance fee monthly to this crap company. Come to find out when my phone was stolen its not fast and easy as they claim it. I lost my phone and filed the claim online. They told me I have to wait 8hrs for a review and they will contact me by email. I called them multiple times within a month's period and they told me the same thing. Finally when I spoke to someone upset about it and ask for some sort of compensation, they ignored my request and charge me more than the phone is worth for the deductible (for a refurb phone) and they want me to provide them with a scanned copy of my ID, police report, military ID (even though that's illegal to scan or copy your military ID) and all sorts of documentation before I receive my phone and when I asked to speak to a manager/supervisor they hung up on me. I called back and spoke to a resolution manager who was unfamiliar with the terms of their own company's contract and got absolutely nothing resolved and the question unanswered as to why I had to wait a month to have my claim even reviewed. Terrible and unprofessional customer service, false advertised policies and waste of money... CAUTION DO NOT USE!!

My daughter needed to replace her phone, an HTC One. She called and two days later received a phone. That was nice fast service. The problem was, they did not send her the correct phone. They sent her an HTC First instead, a poor seller, didn't have the features she wanted, and she would have to shell out another $30 or so for a case. When she called back, she had a terrible time navigating the phone menu since she wasn't submitting a claim. When she finally got through to someone, they totally pushed her to take the First. Called it an upgrade (it's more of a side grade) and even lied and said they were out of HTC Ones. She asked to talk to a supervisor and surprise! They DO have HTC Ones. Hopefully we'll get the correct phone in a couple of days. The first agent not only misled my daughter, but just straight up lied so they could get rid of the Firsts that didn't sell.

I have Asurion insurance thru T-Mobile so my grandson lost his phone I called T-MOBILE and they connected me to Asurion. They proceed to tell me that they will send me out a new Samsung Galaxy 3, I just need to pay my deductible and that has to be paid in full before they send the phone out. Okay, so I give them my credit card info they charge it with tax and the $5 shipping fee so the total was around $210. So after it goes thru then they proceed to tell me that I will not be getting a battery charger because I should have one.

I called to file a claim on a phone I received from them through my warranty with Verizon. The phone they sent me the speaker didn't work. It was all garbled and couldn't hear anything. The second one the camera is scratched and the picture quality is bad... Never once was I told I was getting USED phones for over $100... I understand you're replacing a 'used' phone, BUT I don't want a bad one that's almost worse than the one I am replacing. The only PRO is that they send it next day.

I lost my phone and filed a claim. I then found my phone and returned the replacement which I was charged 99.00 for... I requested a refund and was told it would take two weeks. It has now been a month and they now say it takes two to three months. I feel I am being ripped off.

Asurion did not notify me there was hidden fees associated with a replacement phone. I filed claims on 2 phones for 150 dollars each. Come to find out they charged me an additional 132 dollars! I have called multiple times and their customer service is horrible. I finally filed a complaint with the Better Business Bureau and I see that they have about 1800 claims against them almost half of which happened in the last 12 months, which is about the time their name actually became known! I will not ever do business with them again. I feel cheated and lied to, and Sprint cannot help, they filed a request for reimbursement for me as well which had been denied as Asurion doesn't offer refunds even when they don't have tell you what they are charging you for!!!

Filed a claim on insurance. Paid $199 deductible (which is same price I could have paid at Apple) only to receive a refurbished phone. Did not find this info out until I took phone to Apple for warranty on the on/off button. Button is stuck, can't turn phone off or on with button. Was so worried of the mess I'd be in if my phone goes dead. Cancelled insurance on 3 of my iPhones today & received no help from AT&T or Asurion.

I was at work and unplugged my phone. The phone instantly turned off and never turned back on. I tried charging it through several different chargers and it never came on. Even the LED that comes on when I charge it was dormant. So I took the phone to my local Sprint store, who thus informed me that it was truly broken (my friend works there, so I know he was telling me the truth). He gave me the number for Asurion and told me to call them before 10:00 PM and I would get my phone the next morning. "Great!" I thought. Well, I called them promptly and spoke with a representative who got my information and informed me that I would have the phone in the morning.

Asurion failed to approve a legitimate insurance claim as per their terms of service Asurion failed to approve a legitimate insurance claim as per their terms of service. I am an AT&T customer who activated an iPhone 5S 64GB phone on 01/04/2014, and shortly after activating the phone at an AT&T store, I lost the phone. Prior to activating the phone, there was insurance on the line, which I have paid premiums on for over a year. After losing the phone, I filed a claim with Asurion for the lost device. The following day, it was denied. Their reasoning was because the phone was not used to make a call. AT&T

I've been trying to resolve my problem for 2 months now. I've been getting the run around. I upgraded my phone to the Galaxy Note 2 and strongly encouraged to get the Device Protection Plan. "Only $10 a month, peace of mind, they'll replace your phone, no worries, no questions". I sent in all the paperwork, I proved my identity, answered all their questions, and they kept asking for more verification, more information. First, they said that the phone I was using was the wrong phone (they insured my 7-year-old Nokia!) then they said that my proof of purchase was "too dark". Now they are saying that because I allowed my son to use the phone (he put his SIM card in it), I have voided this whole policy and am pretty much up the creek. Thanks, guys. Thanks for nothing.

I tried to call in a claim on a new device. They said at first it got cancelled by mistake, straightened that out. Afterwards made me download an affidavit & fill out, copy, & fax it to them. Then after all that they DENIED me, even though I've been paying on it. Pretty much said there is NOTHING they can do for me, so my son is stuck without a phone that all together was over $700.00!!! I am canceling ALL Asurion insurance on our existing phones. THEY ARE A BIG RIP OFF!!!

I called in to Asurion for my daddy. He had a Sony Xperia. About a year ago that phone messed up on him so we called Asurion to do a claim and it cost him $50.00 which is fine. Fast forward to the present, his phone is not working again. His speaker is going out. So we called to do a claim and now they are telling us that it will cost $125.00 because they say the phone that they sent him was an updated model to what he had. I told them that we did not ask for a higher model and we shouldn't have to pay extra when all he wanted was his same phone. If he wanted a different phone, he would just upgrade.

I filed a claim for a lost phone. Asurion sent me a new phone and then I found the lost phone. Asurion told me to send back the new phone and they would refund me the deductible. This happened in July, so I called in August and was told it may take a few months to get money back. I called yesterday about deductible again. I was told that my UPS package was received, but whatever was in the package was not the right phone. I asked them what was in the package.

Went online to file a claim with Asurion for a broken Galaxy S3. The online site said there was an error and that my claim could not be processed. So I called and the person on the phone made a new claim. In the meantime, the online claim did in fact go through and the $99 deductible was charged to my card. Also the new claim went through as I talked to the person on the phone and a second $99 deductible went through. Why the person on the phone did not look to see that there was a claim was beyond me. I called back once I realized what they did and the nightmare began. The person on the phone said oh yes it's my fault. I am sorry, I should have looked that the online claim went through and not created another one.

This company has the absolute worst customer service. I spoke to two different women; both were rude as can possibly be. They are unwilling to work out or compromise anything with you. All they offered was a refund. A refund will not fix my phone. I am very unhappy with their service.

Paid fee and ordered replacement phone. Original phone broken, has problems but works for calls... Asurion sent replacement phone. Original was turned off... Till new one arrives, NO CONNECTIVITY with the wife and kid as she is driving thru Atlanta... WHAT?????? Why would they turn off the old phone before the new one arrives. They say it comes activated and ready to go. I asked what if the phone is lost or stolen in the mail. They said they deal with that as it arises... I STILL HAVE NO CONNECTIVITY, still paying the bill though. Seems the new phone should need to be activated by account holder when it arrives, while still having service on the original phone...

I am a very dissatisfied patron of Assurion insurance services. While obtaining my new Samsung Galaxy IV in April 2013. I inquired about insurance on my device because it is so imperative these days to have it. My AT&T representative suggested I add "Assurion" to my account to protect my device. I did so and it was the biggest mistake!!! I have a defective phone and my charger just burned out and burned my device along with it on 11.11.2013!! I've been without a phone for a week now needless to say!!!

After paying $10/month to have this insurance plan (encouraged by the AT&T customer service reps who told me that it's a great program to have for only $10/month), I began to have issues with the battery. Paid a $200 deductible. Received the phone. Dropped the phone in water and when I went to file a claim, ASURION wanted another $200 deductible - 1 month later. AVOID. THIS COMPANY IS A SCAM. YOU'RE BETTER OFF JUST BUYING A CHEAPER PHONE AT THE STORE.

I had my insurance plan with Asurion through Verizon. I made a claim, paid the $99, received a broken downgraded phone from them. They sent another phone (which again was not a comparable phone to my original phone) which broke in 3 weeks (unable to receive calls to phone). Again I was told they could not give me the phone I wanted that I originally had in the first place. So I received my 3rd replacement phone. And then I see that they took $205 from my bank account. When I called I was told they never received my broken phone from original claim. After they "refreshed" their computer.. magically they found that they did receive it and the transaction would be reversed. It was never reversed. I call again and I'm told I will receive a refund check from the extremely condescending representative.

I can't believe what I need to go through in order to get my claim approved. This insurance is scam. I call them to file the claim. They send me back to T-Mobile to get the correct information. I call T-Mobile, they provide the the same information. I call back to Insurance and they said it's not the correct information, just a ** Game. Same thing over and over, just back and forward. So frustrated with these companies, T-Mobile and Asurion.

I have the new Samsung Note 3 screen went black. Verizon would not take it back even though I have had it only 14 days and I also have insurance through Asurion.. After making my claim I was informed no more in stock and phones were on backorder and now I'm stuck with no phone, no replacement. They don't care to give me a loaner or nothing while my local Verizon store has plenty in stock. All these companies want is our money but they can never deliver. Sad.

The entire company is one big fraud. A couple of people answer phone calls and simply repeat two-three catchphrases, or short scripted lines that the company asks them to give as answers, regardless of your question. Each time you call, you get a different person who is equally unable to help you and will recite some more catch phrases. Meanwhile, the company owner and representatives who are not currently on the line with any given distressed, frustrated, and hopelessly phoneless customer are all out on their giant yacht, drinking red wine and laughing about all the AT&T users they have done dirty.

I have claimed a new phone for my lost phone and they sent me a white color and broken phone. I ask them to exchange for a black and they are so... rude talking to me. I would never ever ever get an insurance from these guys. Worst service and worst customer service on earth.

Believe me if there is anything that worse than a one star I would give it to this freaking, piece of S Asurion and freaking "AT&T professional customer service" - professional my **. What's a bunch of crap. I filed my claim for my Samsung Galaxy S4 Active 2 weeks ago at the Asurion website. They said that they will contact me within the 24 hours (24 hours my **). I waited and waited for over a week. And when I finally called them back, I got hang up twice while was putting on hold. And finally on the third attempt, I finally got a hold of them. They told me that my case was denied without telling me the reason why and asked me "do I want to them to transfer me to AT&T"???? They transfer me to AT&T. The person from AT&T got an earful from me because I was frustrated. Then they told me that everything will be ok, and there is some misunderstanding in my case and I do have to re-file a new claim.

My husband's cell phone was damaged by water. He called Asurion to get a replacement. They sent his replacement promptly the next day. However, when he took the cell phone to Verizon so that they could transfer his information to the cell phone, they discovered that Asurion had sent him a stolen telephone. It took him 28 minutes to just talk with someone at the insurance company regarding this matter. Of course, they said that he would receive a new telephone. If Verizon found out that the cell phone was stolen, why did they now know that the cell phone was stolen? This is utterly ridiculous

My phone was stolen at a restaurant and I was at first pleased to find out I had been paying for insurance. I went to AT&T who brushed me off with a card to call the company, Asurion, who handles their insurance claims. It all went downhill from there! After sitting on the phone for 45 minutes, I was told I was placed on a "random" documentation hold, which from what I gather online isn't random, it's everybody. After spending all afternoon digging out an "appropriate" proof of purchase and filling out a signed affidavit (really?!?!?!), I submitted my claim. Then thing went from bad to worse.

This company is a complete **-show. Sent me a phone with the wrong number so I had to send it back and said that my phone with the correct number would be here the next day. Still no phone, and when I called a lady said that my phone didn't ship for some ** reason. Why did I pay for this insurance in the first place. I know that I sure as hell won't be paying for it after this experience.

I have not had as bad an experience as some others on here but probably only because I'm calling the whole thing off before I can. I dropped my phone in the ocean today and went to Apple first who told me they would swap it for $260 since I don't have Apple Care. I took it to AT&T since I have been paying insurance for about 4 years now on two different phones and they brushed me off with a pamphlet for Asurion. I have just wasted an hour of my life attempting to complete the online process. First, it wouldn't react to me hitting the continue button... Okay, probably my browser so I switched to my laptop. Then they failed my responses to their identity checker questions... One of them was what is my height on my license... I literally chose the correct answer while looking at my license and they failed it.

I have filed three requests for a replacement phone due to a cracked screen which is covered under the warranty. Three times Asurion has denied it. One excuse given was it was cosmetic damage. I spent an hour and a half in the T-Mobile store and the rep there kindly attempted to resolve the issue. We were told Asurion would fax us an affidavit to the store for me to complete.

This company is fraudulent and plain out told me that if I don't take a cheaper phone, I would not get a phone at all. So I had to settle for a cheaper phone.

I filed my claim with Asurion Insurance on August 26th. I received an email response that a replacement phone would be shipped in 1-2 days. I received another one this week. It's September 5th, after 5 pm in California and I am still waiting. I have called their customer service reps at least 3 times. I just receive, "I understand how you feel", their standard response to an angry, frustrated customer. This has frustrated me almost to anger. I need my cell phone for in the field and at work right now. I also sent an email to their main headquarters to vent my frustration. Supposedly to the CEO. My phone call to their claims office this evening ended up with the rep telling me that my phone will be here this Saturday. I hope.

I decided to take my cover off of my iPhone 4, that was replaced in October of 2012 (I received a refurbished phone after cracking my screen). Upon taking the cover off my phone, the entire cover of the phone lifted up and the screen went blank. The phone was still vibrating and receiving text messages but I could not access anything because the screen was broke. The screen was also password protected, so I essentially lost all of my pictures in my phone. I took the phone to Verizon, they advised me it was a wire loose and to take it to the Apple store to get it fixed. Lo and behold, Apple could not replace it because it was a refurbished phone and was sent to me using non-Apple parts. Apple would not touch my phone.

I made a claim with Asurion on 8/20/13 and it has to be absolute worst customer service I have dealt with anywhere. Ever. Period. Unorganized and unprofessional to say the least. I would recommend that people really look into their poor consumer reviews before buying insurance from these crooks. Here's how my journey to getting a new phone has gone so far:

When I dropped my iPhone 4 in May, I was relieved that I had signed up for insurance with Verizon. I went to the store, the clerk started the claim for me, I begrudgingly paid the $199 deductible knowing full well I should have had a better case all along. I thought "at least I didn't have to pay full retail price for a new iPhone 4" & the new device arrived within 24 hours. Everything was fine until the 4th of July, Asurion's replacement phone implodes and stops working. I take it to Verizon again and the clerk gives me a replacement for free b/c it's still under full warranty. Though I was annoyed, all was well again.

I have 8 lines with AT&T and 3 of the devices are insured with Asurion. One is an iPad, one is an iPhone 5 and the third is a Galaxy Note II. I have had insurance for years and never put in a claim. Last week I tried to put in a legitimate claim and I am told from Asurion they had just dropped my insurance due to the 6 claims I submitted within 2 weeks. Someone put in 2 claims on each of those devices and Asurion sent out 6 HTC phones for those 3 lines. Charged me $50 deductible on each line which is pending for my next bill. These devices were sent to 2 different addresses which of course neither one is mine.

I had contacted Asurion because the cell phone that my son had developed a big spot on the screen. It was actually there the very minute we took the phone out of the package but then vanished about an hour later. We thought that the problem was gone until today - the spot reappeared. I called Asurion and Verizon numerous times and was passed back and forth. Asurion said they would not send a replacement phone and that they would charge me another $99 dollars! The replacement phone they sent us was defective in the first place!! Why should we pay them another $99? After numerous E mails, calls, and conversations - the problem was never resolved either by Verizon or Asurion! I will not be renewing my contract with Verizon because of this horrible experience!! Verizon is going to lose $172 a month - all over a $99 dollar charge. I will not ever do business with both companies again!!!!!!!!!!

I filed a claim with Asurion to replace a Droid 4, which has a physical keyboard. When my daughter received the replacement phone, she discovered the keyboard had two T's and no R. She sent it back and I informed Asurion that it was coming back. They have received it back. However, I have sent them at least 6 e-mails and got one response, even though each time I e-mailed them I got an automatic response saying someone would get back to me within one business day. The days must be on Saturn. The one response I got was from a customer service representative who apparently could not read and comprehend, since he told me to contact technical support, which would help me use my new phone. That's a little difficult since we don't have it; Asurion has it.

I am a Verizon customer and for 2 and a half years, I paid $10 for insurance on an iPhone device. My phone finally broke and I decided to utilize my insurance. I was asked to pay $169 for the replacement (doing the math now, I basically paid for a new phone, but that's not my issue). I received a refurbished phone the next day (I was very happy about this). I soon noticed a light internal screen line (which I was willing to live with) but then a few days later the phone started overheating and yellow warning sign came on twice, telling me that it will not operate until it cools down (My previous phone never did this in 2 1/2 years of service).

People, do not buy T-Mobile insurance! It's not worth it, Just waste of your money!!! I paid Asurion insurance for 18 months because purchased a expensive phone for 600$ . So they told me if something happened this the phone I would be replaced if the same one, or similar phone. Instead they told me since they don't have HTC Amaze anymore they only can give me a LG L9 which cost 230$. So I DON'T KNOW FOR WHAT I WAS PAYING????? Then I when to the T-Mobile store and asked them what if I will buy a new iPhone 5 which is around 600$ and they discontinued what kind a phone they will replace if something happens? They said: iPhone 4... COME ON!!! SO WHY TO BUY INSURANCE???? I THINK THEY JUST TAKES MONEY FROM THE PEOPLE! THEY SHOULD REPLACE MY PHONE AT LEAST THIS SOMETHING SIMILAR PRICE! NOT THE CHEAPEST ONE!!!

My Sprint Galaxy Note 2 charging port broke yesterday afternoon. I filed my claim with Asurion and my replacement phone was on my doorstep when I came home today for lunch!! That's good business!!

Lost my phone and proceeded to start the process to obtain a new one under my insurance, Asurion with Verizon. I went online and started the ball rolling. The ball did not get too far. The form asked for information which I do not send to just anyone. Wanted an affidavit filled out with either my drivers license, passport, or other piece of picture ID. I said WHAT! I finally connected with a rep at Asurion and told them what I had to say needed to go further up the food chain than them. It didn't take long to get to a CEO rep with what I had to say.

On July 22nd, my husband checked our bank account to reconcile our ledger to find three (3) pending debits from July 19th from his debit card in the amount of $175.00 apiece from Asurion. We had no idea what/who Asurion was, so I started an investigation and called our bank. Our bank told us they were a cell phone insurance company. My husband's cell phone is provided 100% free of charge by his employer as it is considered a work tool - they pay the bill entirely and have for over 6 years. My cell phone is provided by another company entirely and I elected NOT to carry any sort of insurance on it when I got my account through Verizon over 2.5 years ago. So we have no contract or any sort of agreement with this Asurion Wireless Insurance, Inc. in Tennessee (we live in Oregon) but yet, they're debiting my account in the amount of $525?

I work in high tech, and I'm quite familiar with how electronic problems manifest themselves. The water indicator in the phone had gone off, so they forced me to pay the $150. They shipped USED hardware, which was faulty from day 1. Look up the price for used BlackBerrys on Craigslist. They are about HALF THE PRICE of the $150 they ask at Asurion, let alone the additional $84 (plus tax) you're paying them per year on a monthly basis. The USED replacement phone finally quit working outside of the 120 days, so now I'm on the hook for another $150, or deciding that I've wasted my ~$300 with them, and just buying one used. Do not deal with these crooks. I'm sure that virtually no one gets the free replacement phone.

I was never told about an affidavit I needed to sign and return to them before issuing a replacement phone. After waiting for a week for the phone, I contacted them about what was taking so long and was informed I had to send them a bunch of documents. Get this, it only happens to certain people - not everyone has to do this. I was just one of the lucky ones who were never told it needed to be done. This whole experience was ridiculous. I highly recommend Apple care if you can get it in the first 30 days of having your phone. This company is a scam! Horrible customer service. I wouldn't recommend it to my worst enemy!

Paid them a lot of $$$ for more than 2 years, until I needed to replace my phone when I was told that I had to pay them additional $150 to get a refurbished phone of different kind or type. The offered phone, I found it online for sale for less than what Asurion was offering me. What a ripoff deal! I discontinued this Ponzi Insurance right away and I got myself my own phone. Well, refurbished means a defective product or returned product which is packaged to look like a new one. She insisted it's like new, but I disagreed. Nonetheless, I noticed they're selling me a phone that I can buy online cheaper than what Asurion was offering me without using Asurion. So, basically it's a scheme business they're running to make $$$. Should never have bought this rip off, baloney insurance at the 1st place but I learnt my lesson so I hope you benefit from it too.

I had my Brand New iPhone 5 stolen, filed a claim and it was approved. And then I was told it was backordered and would be replaced in 3 days. It's now on day 7 and I have not heard one single word from Asurion or AT&T on when my phone will be replaced. I chatted with the CSR and they said I'd just have to be patient as the iPhone5 64 GB is on backorder and they do not know when they will have them in. It could be a week or could be a month they said. They don't know and acted as if they don't care.

I am also on back order for a top-of-the-line Razr Maxx HD. I've only recently filed but am concerned about the back order issue. I have had only good experiences in the past with Asurion; they actually gave me a better phone for my son once than what he lost. I don't want anything other than my Razr Maxx HD - best phone I ever had. I will be monitoring this forum and provide info on my results. Hope I don't also wait over a month!

My experience with Asurion has taught me to always get the name of the representative I am speaking to and document what is said. So I lost my phone on a Wednesday and waited a while to see if it would show up or if it would be returned/found and it didn't. So on Sunday, I called Asurion and filed a claim. During the call, I got disconnected but when I called back, they still had the info I already gave. I completed the rest of my claim with a new rep. He asked me if I was paying today or having it posted on my bill. I said, "Bill me." I confirmed it on record, no problems.

Asurion can replace your phone with whatever they decide is comparable. The phone Asurion sent me as a replacement was destroyed in five days because it was a piece of garbage. After calling, being given the runaround, having their customer service staff flat out argue with me, I was told that the only option was to pay another deductible to receive the SAME phone, and that my insurance would now be removed from my plan. On top of this, they stated if they don't receive your damaged phone back, they will charge you the full price for it, regardless if it's lost in the mail system or if they lose it.

Completely dissatisfied with the service at Asurion. My phone was physically damaged which resulted in the phone screen being completely non-functional. I submitted a claim immediately and they processed it and charged $200 for the replacement phone. I was completely taken aback and unaware of the fact that the deductible was so incredibly high. The terms were not made very clear when signing up for it, although admittedly the fault for that may have shared with T-Mobile. Regardless, I paid for the $200 and they instructed me that overnight delivery would be made and that I would receive my phone the next day.

If you have insurance with the company, cancel it. I put in a claim with my T-Mobile phone once and it has now been two weeks that I have been waiting for my phone to arrive. I have been calling them daily to find out where my replacement phone is and they are clueless beyond belief. YES, it is their responsibility not your carrier to have this information. I have made several three-way calls with T-Mobile on the phone as they made the mistake of trying to pass the blame onto them. Trust me, T-Mobile is no better either. They are both bags of ** story telling people but at least they have a clue and don't take 2-3 weeks to send out a phone in which point the ** should be FREE not also IDIOTS WILL CANCEL YOUR INSURANCE and block it without notice!!!!!! Terrible misinformed company. I'm still waiting a week and a half later for my tracking number?

I have been paying $10 on each of our five iPhones for 14 months now. The minute we need to make a claim, they finally explained that there is a $170 deductible plus a service fee. Are you kidding? I can buy a new one for that price. I just cancelled the insurance on all of our phones.

I reported that my phone is damaged and I need to replace it. I pay monthly insurance premiums and I am entitled to a new replacement phone. I have had the same phone replaced 3 times with a refurbished phone, which usually lasts the 12-month period after paying an additional $100.00. This company is a ripoff.

I've had numerous fraudulent claims on my account in the past year. My insurance keeps getting canceled due to somebody accessing my account information. I've called Asurion numerous times and have stated not to ship any more replacement devices to any address but my billing address. They failed to listen. Now I'm worried that my credit card information may have been compromised as well. I've called Asurion to find out how long they keep my credit card information on file for and no one can give me an answer. I'm honestly thinking about switching over to Protect Smart as insurance provider.

Wife had an iPhone stolen. We filed papers to replace the phone. The insurer DID not have a phone... the white iPhone. They were rude. I had to file the same papers over the phone 3 times. Two weeks and still no phone. Run, run, run as far away from them.

I unfortunately dropped my device in water. I luckily had just received insurance on it because of AT&T's open enrollment through the month of May. I was told by a representative in one of the stores that I could talk to Asurion and receive a new device. She told me it does not matter when I got the insurance, just that I have it now. I called Asurion shortly after leaving the store. This lady was very short with me. After I answered a couple questions and explained the situation, she told me I had to fill out an affidavit. She never once asked about the condition of the device, if I could turn it on, etc. I thought this was odd but the next day, I submitted the form.

This is the worst customer service I have ever received. I called to have my phone replaced and as I am attempting to give the agent the address, she could not seem to spell "Americas." We had to go over it three times. Are you kidding me? I even said, "Ma'am, A-M-E-R-I-C-A-S like in United States of America." I asked her in the beginning of the call what the deductible amount is and then proceeded to ask her two more times. She finally gave it to me at the end of the call. The most harrowing experience.

Luckily, Asurion-insured when the phone was stolen. It was replaced with a $25 deductible in 2007. In 2013 I recently dropped my 3-year-old DroidX and sustained cosmetic screen damage. Medieval by most standards of modern cell phone obsolescence, I've often considered upgrades. But remembering my frugal Asurion insurance policy, I placed a claim online which resolutely explained that retail cost of a new phone is hundreds more than the cost of your $100 deductible. What? I needed to call them. I'm no gambler but why would I, of average wisdom, ever believe dropping $100 on a refurbished old phone is a good choice over spending the same or nothing on an new phone, which value compounds itself once I turn it on with upgraded technology and 0 miles on the odometer?

This company is a scam, and it's used by the phone companies so they can shed themselves of any financial responsibility they have after collecting insurance premiums. After damaging my phone and filing a claim, I've been waiting for the Motorola Droid Razr Maxx HD now for one month. Asurion says it's on back order, and cannot even tell me when it will be shipped - you would think with technology and tracking, a company would know when the merchandise would be available. They and Verizon keep aggressively pushing a downgraded phone on me. Verizon, which has plenty of the phones available for new customers, refuses to send me one of those, yet Verizon is the company where I send the insurance payments, and it's Verizon that should be taking care of the customer - they should not be passing me on to a third party vendor. They also refuse to provide me a one-month credit on my phone bill. Both of these companies are a disgrace.

I just had my phone stolen from me at the store around the corner from the house. I called AT&T to cancel service on my HTC One and to have the IMEI blocked. So I called Asurion to get a replacement device and they denied my claim, stating that I had suspicious activity on my account. Now keep in mind that this is my first cellphone ever! I have never dealt with Asurion before. Then the representative transferred my call to AT&T for replacement options. Now I have to buy a phone at retail price. Although it's my fault for sitting my phone on the counter and forgetting that, why did I pay for insurance? They think they have won this, but they are sadly mistaken. They will replace my device. I'm going to call my local news station and see if they will help me out.

I have placed 3 claims in the past 10 years. The first 2, there were no problems; this time, it was different. My co-worker paid the deductible with his card and I gave him cash. Two months later, he called me and stated that his card has been charged $200. There was no warning, no phone call to say there was a problem or letter. I see way too many stories similar to mine. People use the white envelope that they sent to ship the equipment back. The post office has its faults but they are not that unreliable. We are being taken and it has to stop. I was told that as a one-time courtesy, they would credit my friend's account? I will have to see if they do what they say. By the looks of other complaints, I probably will have to take this to another level or two.

Another person on my line lost his phone. I made a claim. However, it went into a wrong claim and became my claim. So I called for help and have it fixed. I got transferred back and forward from the same departments and got asked to call back in 24 hours, 3 days in a row. Every time I called back, I had to explain the same thing over and over again. The last time I called, I was on the phone for almost an hour and a half (mostly on hold), and got the adjuster just say they won't do anything. I asked for the supervisor and he said no one will be able to help me, and hung up. This is so rude, unprofessional and unhelpful service that ever happened.

Asurion showed up on our phone bill 6 months after purchasing a new phone. We purchased at an Apple store and adding the service wasn't an option. At no time did we purchase Asurion or authorize the said purchase and charges. After multiple phone calls, it was cancelled. After more follow-up, refunds were issued. It also came to light that the insurance added to our account was for a different device, not an iPhone, and wasn't something that we could have added ourselves.The whole situation makes me very uneasy. The fact that Verizon and/or Asurion can add services and charge me without my knowledge or authorization.

A bit over a week ago, I was almost hit by a car driven by someone who apparently thinks that stepping on the gas is the proper thing to do when they see someone walking in a crosswalk a ways down. Anyway, in my successful attempt to avoid being hit, my brand new Droid Razr HD slipped out of my pocket and met its untimely demise under the tires of that car... and the one that came shortly thereafter... and, being kicked over to the other lane by the tires, multiple other cars. I was speechless.

Screw-ups, incompetence, stupidity, and arrogance equal Asurion. I cancelled my coverage today after dealing with one incompetent person after another. The collective group I dealt with would manage to screw up an order of fries at McDonalds. I filed a claim and paid my $169 deductible. I received the wrong phone, but Asurion had no record of ever shipping me a phone. After spending hours on hold, being hung up on and transferred to various people, I was informed that I had to file a new claim and pay another $199. When I complained that I had already paid for and received the wrong phone, they offered me free ear buds for my trouble. What a waste. I'm sending the wrong phone back and buying a new one for the same price. I'm sure getting my refund is going to have to involve my credit card company. I called Verizon and immediately cancelled Asurion.

Part1: About 6 months ago, I lost a Verizon network iPhone 5 in the water. After contacting Asurion and filing a claim, including prepayment of the $199 deductible, I was expeditiously shipped a new iPhone. However, after being unable to activate this new device, upon a phone call to customer service, it was discovered that I was shipped a SprintPCS network device, even though this information is clearly provided in the claim process. Ultimately, that issue was resolved by the resending of the proper device. Apologies were plentiful and I even got to keep the home charger and ear buds. Oh boy!

About a month ago, I filed a claim for a lost phone. Well, I ended up finding that phone and called Asurion to cancel claim and order. The lady on the phone instructed me not to accept the package when it is delivered to me and that the company would refund me my money. The next month, I received my AT&T wireless bill and noticed I was still being charged for the replacement phone even though I had sent it back the same day I received it. I called my wireless provider to try and have the charge voided but they could do nothing but put me in contact with Asurion.

My HTC Evo Design has been malfunctioning for months and gradually getting worse through no fault of my own. I finally decided to file a clam with Asurion because the phone had gotten really bad to the point of not being able to make or receive calls. I've discovered if you go to their website to file a claim and list your claim as a malfunctioning device, a message pops up and tells you to contact your carrier or manufacturer then kicks you out of the claim process! I've been to my local Sprint store a couple of times and they finally said I should file a claim because they couldn't fix it. I finally had to file a claim under "damaged" because I need another phone. I explained in my claim that I did not damage my phone. It's been malfunctioning for some time and my carrier told me to file a claim.

I recently went online to asurion.com and went through the process of getting a replacement as mine was no longer working. I have had the phone for 2 years and it just stopped working, so I proceed through the process only to find out they will not honor my claim because it is not damaged or broken. So they feel it is not their problem, horrible company. I would never do business with them again.

I'm waiting for the third phone on the second claim. They keep sending me the wrong phone and somehow it's my mistake.

I received a phone call from my cell carrier reminding me to return my cell phone as I have received my replacement equipment. The problem with this is that I did not file a claim for a replacement cell phone. So I immediately contacted T-Mobile and was informed that a claim was filed on the 27th of March and completed on April 10th. They also stated that replacement equipment was sent out and received. The package was signed for on the 11th of April and delivered to an address in Brooklyn, NY. I informed the customer service representative that I did not file any claims. The customer service rep seems to be concerned and transferred me to Asurion. The Asurion rep. confirmed what T-Mobile stated and opened a fraud ticket for an investigation. I started to become concerned about my personal information, so I called Asurion back to inquiries about their privacy policies and how they protect my information.

I paid for the insurance, from Sprint. It claimed to cover accidental damages, software problems, broken phones, etc. My phone had been dropped and the screen broke. It no longer comes on. I contacted Asurion. They said it will take 24 hours. I received an email to verify who I was. I returned the email and contacted them. They had to process another claim. I received an email to call and finish the claim. I had to start over and was told to wait 24 hours. I was contacted by email and they locked my account when I followed up. Staff is very unprofessional and rude, and the "Adjustors" are very condescending, arrogant, rude, and impossible to deal with. Never trust Asurion. They will take your money. They will refuse to help you and they’re nothing but a joke. If I could give it negative stars, I would. Save your money. Don't buy into Asurion’s lies and deceit. They straight up lied to me, took my money, and refused to help. Now I have no phone.

I recently lost my Samsung Captivate, arguably an old phone, and called Asurion, the default insurance company for AT&T, to report my loss. I was then given the choice of replacement phones, at an expense to me of $125 (even after having paid insurance fees to AT&T since 2006), of 3 plastic pieces of junk that AT&T gives away when signing a 2-year contract with them. Granted, I get that all phones are subsidized, but I paid my dues for my Samsung Captivate. I've paid my insurance fees for 7 years and I paid my insurance deductible! And what do I get? A piece of garbage. Asurion is the biggest insurance racket there is!

I contacted Asurion to obtain a replacement phone as mine was not working. They replaced the phone at a charge of $199. This I do not remember being told that I was going to be charged. They sent me a refurbished phone of same model. It was worse than the phone I replaced it with so I called my carrier AT&T and told them what was going on. They told me that they were going to replace my phone as a warranty at no extra charge and to send the non-working phone back when I receive the replacement. I did as instructed. I got my bill and it showed the charge of $199. I thought it was because they had not received the phone back, so I called and AT&T gave me the runaround. They told me I had to call Asurion.

I had one broken phone and sent it in when the new phone came in the mail. I sent it in the packet to go to Asurion. They called and sent letters that they did not receive the phone. They tagged my phone bill with the amount of the phone. The full price of the phone is $500.00. After calling and calling, they finally found the phone. Another phone broke and I called and asked if I needed to send it special. They said no, the phone that was lost was a one time thing. I sent in the phone. Again, the calling and letters saying they had not received the phone.

Shame on you, Sprint, for selling bogus insurance. This company has zero customer service and has left me wondering when and if I will ever get a replacement and what kind of junk I will end up with! Why is Sprint selling this insurance!

I have called for my lost phone! I got the replacement the next day and everything was working fine. After 2 days of having my replacement, it started to not functioning, so I took it to AT&T and they said it was a phone malfunction. It didn't recognize the SIM card! I called Asurion and explained the issue. They said they will replace the bad phone. It's been 16 days and I have not received the label to return my phone for them to send a replacement! This is way too much with all the insurance and the $200 they charge for the replacement! I called them after the 5 days I didn't hear from them and the associate said I had to keep on waiting! After 10 days, I have called and the lady said she will send the label again! Well 17 days and nothing yet! I asked for a confirmation number or anything and they said they will send an email once the label was created and nothing yet! When I called customer service, they can only say to keep on waiting!

My cost of insurance has gone up to $11/month. I didn't realize it until I called in a claim and that what they told me my monthly cost was. I dropped my Galaxy S3 and the screen cracked. They told me my deductible would now be $150. This is ridiculous. What is the point of paying insurance if I'm just going to pay such a huge portion of the cost of the phone anyways?! I will be going to Sprint tomorrow to cancel this so-called insurance in person! They will be lucky if I don't just switch my service altogether!

I have been fighting with Asurion and Sprint over what they call an equipment non-return fee of $275. I filed a claim with Asurion on 10/16/2012 and the replacement phone was received on 10/18/2012. The same day, the damaged phone was placed in the prepaid USPS envelope and dropped into the mailbox at my office. They had been looking for the wrong phone the entire time. When I informed them of this, they said they still had not received the phone. After speaking with them, I found out that they were going to mysteriously waive the fee.

I don't understand why we, as customers, are given a hard time. My husband's phone has had to be replaced 3 different times! The last time before this one, my husband was sent a phone by Asurion that would turn off and reboot itself. The next day, my husband went to the Sprint store to find out what was wrong with it. On his way to the store, he accidentally dropped it and the screen cracked. He was told there was nothing he could do unless he paid another $100! So he decided to put up with his phone turning on and off.

My daughter dropped her phone today - the Galaxy S. We knew that she had made 3 claims in 1 year, so she would not be using insurance. After visiting the Sprint store, they said the oldest claim was from Jan. 13, 2012 (so go ahead and file because now only two were considered outstanding). We did so, only to learn that Asurion would not allow the claim because when you file three in a year, you must wait for twelve months before you can activate the TPP again. Our contract is up in May. Should my daughter want a new phone or even if she upgrades now, she cannot get insurance until November 2013! What a joke. She filed her last claim online and was not told about this.

The LCD on my Motorola android broke from pressure at work. I paid the $100 deductible and received a refurbished phone a couple of days later. I returned the broken phone without any problems. The phone they sent me after about a week would not start up. I took it in to Verizon and they could not get it to boot either. I sent it in to Asurion for a replacement. I got the next refurbished phone and sent the malfunctioning phone back. Then a week later, my girlfriend got a call from Asurion asking that we return the phone. She told them that we had, and then a few days later, we got a notice in the mail about the phone not being returned. She called and they said there was a mistake, that they had the phone and to disregard.

I pay $10.00 a month for insurance coverage on my iPhone so when I had an incident with my phone, I called and filed a claim. When I received my replacement phone after paying a $169.00 deductible, I received a refurbished iPhone and the charger was a Motorola and Griffin - not even an Apple iPhone charger! If I pay for insurance every month, I expect to receive a quality product. However, I received a refurbished phone that I could not load emails to, would not connect to the Verizon service and had a pieced-together charger!

On Nov. 17, I filed a claim with Asurion. They immediately charge $199 for AT&T Samsung Galaxy 3. They quickly sent a refurbished phone which wasn't fully activated until January 1. Immediately, it became evident the phone was defective as data, internet, text, and email functions don't work. For all to know here, it's Asurion's policy for high-end devices. Even if the replacement they send you is defective (as read in this blog, it is evident many are), they must first create a Return Label which they will send out to you in 3-5 business days! Then you have to send back the defective phone they have sent you.

They are one and the same or sister companies as their website says if you dig a little. Apparently, the Asurion name has such a bad reputation they had to use the new name. Get it? I have been ripped off by them so many times that I can't count. Am I stupid? No, I would buy a service contract from Lowe’s, Verizon, Staples or other retailers. And now, Amazon Canopy also uses Asurion or now N. E. W. You would not be aware until you have a claim and then they say you have to call another number which goes to Asurion. So be on the lookout for the N. E. W. name. It’s time for a class action suit to stop them from continuing.

I would like a formal apology from Will personally over the phone. Moreover, I request that he be either reprimanded in the presence of his underlings and peers or penalized in some appropriate manner. In terms of monetary/material settlement, I would only ask that my future sister-in-law's Droid 3 be replaced with the newest model of that series either at no charge or for a reasonable upgrade fee negotiated between her and Asurion.

For an "insurance company" associated with the largest phone giants in the industry, I am livid at the fact that they offer such sub-par service. I called today in regards of replacing a damaged Samsung Galaxy S3. All of my attempts to contact Asurion dropped multiple times. I then called T-Mobile customer service to see if they could get a hold of an Asurion Representative, and T-Mobile’s attempt of contacting them dropped twice. After many tedious attempts of getting into contact with an Asurion representative, (long story short) they told me that there was a back order on the phone and that they don't know when it will be available. They basically informed me that it may be available within the next two weeks - it may not. They could not even give me an estimate when I asked.

Just like "Virginia of Valencia, CA on Nov. 11, 2012", my cell phone got damaged so Asurion sent me a new phone. I immediately followed their instructions to place the damaged phone in their pre-address, pre-stamped envelope and drop into any U.S. mailbox. 4 weeks later, they sent me a letter stating they were going to charge me for the damaged phone which they did not receive. I have been doing battle with them for 4 months now and as of today's date (12/12/12), they still refuse to listen to logic and want me to pay since they don't have the phone. I refuse to pay and told them to get with the post office about it. I strongly suggest that no one ever use Asurion.

I bought a Samsung Galaxy from T-Mobile 1 year ago. It was dropped in water but it's covered under the $3.99 a month Premium Handset Protection Plan. In the warranty details, it tells you not to worry because you’re covered even if it is dropped in water. At first, Asurion told me that my phone was not covered. When I proved to them it was, they then said it malfunctioned and that I would have to call T Mobile to get a replacement. T-Mobile then told me that they don't cover phones that have been damaged by liquid and that I should file a claim with Asurion.

Let me tell you, if you have a phone, do not ever get Asurion Insurance. They are crooks with horrible business practices! I was quoted $100 fee for replacement of a Samsung Galaxy S3 and the "office of the CEO" lady flat out refused to honor that price saying that the employee who quoted me that was mistaken and I would have to pay the $150. Seriously, screw those crooks. She said that they "can't" replace the phone for $100, only for $150. I said, "No, you can. You just won't because you know I have to pay it no matter what because if not, I will pay $600 for a new phone." I'm so pissed. After I pay the fee, I'm cancelling this crap. It's completely absurd and immoral.

My phone broke and I got a replacement phone with Asurion. I sent the broken phone back in their envelope like they asked. Yesterday, after 4 weeks, I received a letter that they have not gotten the broken phone and that if I didn't send it back within the next 2 weeks, I would be charged $500. I called Asurion and explained that I sent the phone back 4 weeks ago, but they claimed that their warehouse has not received it and they didn't have a tracking number to prove that I sent it back. How is it possible that they didn't have a tracking number to check the prepaid envelope that they sent with the replacement? They are a complete scam. Now, I have to call again in 2 weeks to check on how to escalate this claim. I will not pay $500 for a broken phone that I returned like they asked.

As we renewed our 2-year contract with Verizon in April 2011, we were offered Casio Brigade telephones. Even though the phones came at zero cost to us, I decided to insure my spouse's phone. We were offered Asurion coverage, that at the cost of $5.18/month, covered everything with small deductible, which was supposed to be around $50. Knowing my spouse, I thought it would be a good investment. Nothing happened until the phone was fresh out of warranty. The phone book software went haywire and the camera lens was scratched, so my spouse was unable to take any pictures. Since Verizon could only sell us another phone, I decided to make the claim, giving the failing software as the main reason. Everything went smooth, until it came to the amount of deductible.

What happened to insurance? With Sprint/Asurion Samsung Galaxy S3, you pay $11 per month in insurance for their total protection. Then, if you have a claim, you have a $150 deductible. The regular price of phone with Sprint is $549. So you are paying $11 per month = $132 per year with a 2-year contract--that is $262 for insurance. If you have a claim, that is another $150. So, two years with no claim is $262 and with one claim, it costs you $412. Take the gamble and don't buy the insurance - just be careful with your phone!

I purchased my iPhone 16 months ago from a Verizon dealer. I was aware the insurance was issued through Asurion but my understanding was that the $10 monthly fee insured a replacement phone. I dropped the phone shattering the glass. On filing the claim, I then discovered the $169 deductible. Pricing out an early upgrade, the cost of carrying the insurance plus deductible is $100-$150 less than a purchase of a new 4. However, I did not get a new iPhone 4 from Asurion. It's a refurbished phone! Between the deductible and the cheap replacement, I am so disappointed in Verizon for advertising this as a product. It's ridiculous.

Telus Mobility and Asurion in Canada - We added this coverage when we bought a cell phone last summer. After 14 months, the phone stopped charging and simply did not turn on at all. It is a Blackberry Torch 9800. We went into the Telus store at Conestoga Mall in Waterloo, Ontario and the young woman informed us we had a couple of options. First, we could have them send it to RIM directly for repair for a cost of up to $150 because sadly it had passed the 12-month manufacturer's warranty by just a couple of short months. Or second, we could claim on our protection plan through Asurion and they would replace the phone. (No mention of cost, nothing.) It should be noted that at the time we bought the phone and added this protection that the salesperson told us that if anything happened to the phone, breakage, water, etc., the phone would simply be replaced using this plan. Again, not one word of cost other than the $7 per month premium.

I added Mobile Guard to my Cellular One phone bill on my Alcatel Android cell phone because it was expensive to purchase. I called Asurion when my Android quit working and I was pleased to see a replacement phone arrive in two days. After mailing back my Android, I found out the replacement phone that was sent to me, HTC Sensation, wouldn't hold a charge and didn't work. I have written down each time I talked to an Asurion operator; it's been 9 times that I have called.

I had dropped my android phone from T-Mobile and went into the local T-Mobile store to see how to handle the insurance. I was told by the T-Mobile rep that their system was down and they could not handle it at the store, then handed me an Asurion pamphlet to complete the process. I asked this rep how much it would be and we looked at the pamphlet under my make and model. The charge listed was $90.00. I went home and completed the insurance with Asurion. I called Asurion to make sure that the deductible amount listed on the pamphlet at TMobile was the amount I was charged. For my make and model, the charge was $90 and I was told that was correct so I continued the claim.

I have a Droid Razr Maxx with Verizon and the screen cracked. Yes, the nearly indestructible gorilla glass cracked and then continued to crack and Motorola doesn't warranty the glass. The phone still works, but since I had the Asurion insurance, I thought I'd get a replacement before the cracking got worse. So three weeks and four phones later through Asurion, I never got a phone that worked and have had to cancel the claim. I had three different Verizon reps help me attempt to activate the first three and all had touch screen issues. I received the fourth one and thought I would go step-by-step through the activation process myself. Needless to say, four hours later, the fourth phone did not work, the Asurion people were completely unhelpful and somewhat rude, and the good people at Verizon are still trying to reactivate my original cracked phone.

To date, it has taken more than four months to replace a phone that was covered by the Sprint/Asurion Total Protection Plan. There are too many screw ups by Asurion to mention. However, I will mention I have spent over 20 hours to process this claim and get a replacement phone. To date, I've spent approx. $120 in monthly insurance fees and a $50 deductible fee or a total out-of-pocket cost of $170 and we all know what kind of smartphones we can get for $170. And in this case the insurance claim was to replace an older flip phone that now sells for under $80 on eBay.

Back in May 2012, I made a claim on my phone with Asurion. They said, “Okay, no problem. You will receive your phone the next day.” But I didn't receive it until three days later because it was sent to the wrong address. I wasn’t happy about it but I let it go. I got my phone in, took it out the box, hooked it up to fully charge it and noticed the charger didn’t go as deep in as the phone I had made the claim on. I mean it was plugged in, was fitting tight and charging, so no big deal.

I called Asurion twice when my phone broke. They were rude and unprofessional. They even tried to give me an "older" phone instead of my Evo 3D that I had insurance on. Asurion is a weak point for Sprint! Sprint needs to change providers quickly or they will lose customers. I almost cancelled my plan because of it.

I had made a claim due to losing my phone in a cab in NY. Just before having the service to the phone cut off, I sent in a text saying that if someone found it, to call my house. Of course, just hours after making the claim, someone called and said they would ship me back my phone. I called Asurion to cancel the claim, they had already shipped the insurance phone (actually good with that) and said all I had to do was ship it back when it arrived and they would nullify the claim. So when the phone arrived, I denied the package and had it returned to the sender. So far so good. I got my phone back, reactivate and everything is fine for 2 weeks. Then all of a sudden at 11AM on a Saturday, my phone stopped working.

I tried to get my insured iPhone 4 replaced due to dropping the phone and the screen cracking. What a rip-off. You pay $10.00/month for insurance to Verizon only to be told by Asurion that you have to pay them $169.99 to get it replaced. These companies are ripping people off. I am seriously thinking about going to pay-as-you-go phones. I believe Virgin just came out with a no-contract iPhone. Verizon and Asurion are ripping people off. I had to find out the hard way.

I paid this company for years and when you need to use them, be aware of the customer service. Their phone system for customers is terrible. If you push the wrong button, you have to start over again. You cannot just hit zero and talk to someone. I had two phones sent to me - one had software problems, didn’t work; and the second one, the mega pix started to break down and they wouldn’t replace it because it was past the 30 days. I had to pay a $100.00 charge to get the phone. Now I'm out the $100.00 with no phone. I'm going to iPhone and get there protection plan.

Getting ripped off by a corporation is the worst! I dropped my phone in water, paid my deductible and was sent a new phone. I returned my old one in the packaging provided. A few days later, I noted many scratches, weathering on the charge port and the audio jack was faulty. It looked a lot like water damage. The phone was probably worth less than the $100 deductible that I paid (Droid Razr). I called Asurion and they apologized and I requested a brand new manufacturer phone. I received my new phone, mailed back the old one in the envelope provided just as before.

Read the fine print and don't buy this Asurion Insurance. I dropped my iPhone4 in a parking lot and the touch screen shattered. I submitted all of the required forms and was told I would need to pay the $169 deductible. That deductible plus a year's worth of insurance payments will cost me a total of $289 to replace the phone. It was less expensive to just replace the phone on the Verizon website. I plan to drop the insurance and pocket $120 a year. I'll never insure a phone again.

I have been with Asurion for some time now. I just called to replace my smartphone with them. They offered me a "comparable" phone worth $200 less than the one I'd insured. It didn't have the same features. I am going from an Android 4.0 system to an Android 2.3. I'm insulted that they tried to offer me this without telling me. I was online at the time they told me all this and even complained to the person on the phone. She kept trying to trick me into thinking that the phone was just as good.

I filed a claim for insurance phone on 8/6. I was told I would hear response within 24 hours. I didn't hear back until 8/8. They completed the claim. I received an email stating the phone would arrive 8/9. No phone arrived on 8/9. I called 8/10 to find out where phone was. I was told no phone order was ever entered/shipped. Company "reshipped" the phone, and stated they would "try to deliver" on Saturday 8/11.

Asurion performed like a champ for me. My phone (an LG Optimus S) was stolen on a Friday. I filed a claim online Friday night and paid a $50 deductible. I received a replacement phone (the same model) on the following Monday. I had to contact Sprint tech support to complete the activation, but I will never know if the additional footwork I had to do was the fault of Sprint or Asurion.

Why is this company still operating/stealing people’s money? Without leaving a long and drawn out statement here, I will just say that this company is the worst to deal with when trying to make a claim. 'We Cover Nothing' should be their motto. As much as I hate Best Buy, they have the best warranty for $10 a month when you get the phone there. It covers all damage to phone but you will have to pay $50 for lost or stolen phone. They replaced my son’s phone 4 times in one year, no questions asked. A loaner phone is $50 which you get refunded 100% once you return to pick up your refurb phone. The refurbs look and work like new. By the way, you also get to order one free replacement battery per year.

I paid for over 18 months' insurance against phone malfunctioning. The phone malfunctioned. We've been trying for 2 weeks to file a claim. They gave us the runaround for over 3 hours for 2 weeks on the phone. Finally, the repeated faxes went through and the claim was accepted finally. On the last page, we were told for $200, our refurbished phone would be sent. Nowhere were we told there would be a fee for the phone we'd been insuring for a year and a half. After paying for 19 months for the insurance premium, tomorrow I'll go to the attorney general's office.

We tried to file a claim with Asurion on a Friday afternoon, and they told us that we would be receiving a call the next day by three pm to continue on with our claim. Saturday rolled around and three o'clock passed, and still no phone call. So of course we had to call them once again, and we finally got to speak to an actual person. They took our claim, and they told us that they would overnight our phone to us. The next day was Sunday and I didn't expect for the phone to be here, but Monday came and around two pm, the phone was still not here, so we got an automated call from Asurion letting us know that there was a problem in the warehouse and that our phone was shipped on Monday night and that it should be here on Tuesday.

I had just gotten my AT&T Samsung Galaxy S3 on July 7th from Radio Shack for $150. Two weeks later, I was working and had a dispute with an iPhone customer resulting in the jerk taking my phone and smashing it on the floor. He broke the digitizer and not the actual glass. Phone was totally unusable. I called AT&T to submit a claim and told me I had to deal with Asurion. I called Asurion and they made me go through this ridiculous process in which I needed the following: copy of my Photo ID, last month's billing statement, receipt from the store (which conflicted with Radio Shack policy) and an affidavit to be notarized.

Verizon actually partners up with Asurion and these clowns are ripping off the general public. They are charging a premium for monthly insurance then a deductible of $169.99 for an Apple iPhone which they turn around and send you a refurbished phone which you can easily get on eBay for $150 or less. Stop ripping people off. That"s the problem with this country; we let you get away with this garbage!

I dropped HTC Sensation and the screen cracked. I file an insurance claim for replacement and paid the $130.00 replacement fee. I received a refurbished phone that would not connect to the T-Mobile network. I called and complained from the T-Mobile store after being there two hours. T-Mobile would not issue me a new phone. Asurion later admitted the phones are replaced with "like new" phones. I ended up getting a factory warranty replacement from T-Mobile. Hopefully it will work. Asurion customer service is not consistent and I was not pleased with the policies for replacing a new phone with a refurbished one. Asurion has misleading insurance plans. I paid $7.99 per month for years, paid the deductible which all probably totals more than what the phone is worth. It's not a good investment to me.

My daughter had her AT&T iPhone stolen in April 2012. I purchased the insurance because her being a teenager, you'll never know with them. I bought her phone in February 2012 with the insurance. When I called AT&T in April to suspend her service, they said to contact Asurion. I told them that I could not afford the $199 at the time because I was on disability. AT&T never informed me that I had 60 days to make a claim. AT&T never sent me the insurance certificate either. I am an organized person and read all of my mail. I never received this so-called certificate in an email either. So, I called Asurion on July 14, 2012. Asurion told me there is nothing they can do. So, I was told they would get a supervisor on the phone, but instead, transferred me to the recovery center. I informed the agent that this was deceptive as I was told I would be speaking to a supervisor. Nonetheless, I never spoke to a supervisor and they refused to provide information where I can file a complaint. I think this is very bad business and want to know what my rights are.

I've broken my fair share of phones. This being the last of my claims on phones, I treated it like a newborn child. After having the phone for a short time, a growing blotch appeared on the screen; maybe dead pixels, not too sure. When I called in this and said I was shipped a bad phone, they said I was outside of the 7-day window to return a faulty phone. I argue that if it was one dead pixel or issue that takes a short amount of use (outside of 7 days) to actually become visible to the naked eye, this policy should not be imposed. If it takes a month for a faulty phone to become faulty, they won't cover it. I was shipped a bad phone and they won't replace it.

I purchased a phone from Verizon on 3/31/2012 and secured Asurion insurance. On 4/28/2012, my son was involved in an ATV accident and lost his phone. I began an insurance claim immediately. Two days later, the phone was found in a creek near the accident site. I called Asurion who told me it appeared to be a Verizon issue. Verizon said it was an Asurion issue. Finally, representatives from both companies spoke and it was determined to be an Asurion issue. This took a couple of weeks. I did not immediately continue to pursue this issue because of the extreme frustration.

Asurion sent me a replacement for my lost phone, MyTouch 3G Slide. But after 4 months, it was having charging issues. I filed a claim and was charged a deductible. But after playing with my phone, it charged. A month later, it completely stopped charging no matter what. I called Asurion, explaining the situation. They said it's covered under warranty since it is not damaged or lost but that T-Mobile would have to take care of that claim. T-Mobile offered me Samsung Gravity Smart, since they don't have the MyTouch. But Asurion does. I don't understand how Asurion sent out a defective phone but does not replace it if it's their fault. And I paid a $90 deductible. Money is money. I paid Asurion for 2 years now, and it seems like they do not care for their customers.

I broke my Nexus S by spilling a drink on it. It was totally my fault. I paid the $100 fee and asked for a replacement phone from Asurion. I got my phone fast and was at first really pleased with the company. Then, almost immediately after I turned it on, it started having issues. The search button would go off on its own, and the search window would pop up continuously, making it almost unusable. I called several times and I was either transferred to a completely wrong department or to weird departments (I got transferred to a conference call line when trying to talk to tech support!).

In February 2012, my cell phone's (HTC Shift) screen stopped working. I took my phone into the Sprint store and they filed it through my insurance. I paid $100 and in a few days I received my "new" cell phone and an envelope to send the old cell phone back. My husband mailed the old cell phone back the next day in the envelope Asurion provided. Well, they claim to have never received the phone. They further say they have no way to track the envelope. Oh, and what else? I owe $300 for the missing phone.

Asurion CSR's are disrespectful and a waste of money - I filed a claim and they can no longer bill to your account. If you don’t have extra money lying around, you will not get a new phone. What good is phone insurance on your Verizon bill when they can’t bill you for the deductible on your Verizon bill as well? It’s like throwing away $10 per line a month. Will the phone even show up or will I be just another dissatisfied customer? With the monthly premium of $30 (three lines), $90 is wasted in three months in addition to the $90 deductible. You can use that to buy a used phone (which is what you're getting anyway - if it works). The last two Motorola RAZR Maxx replacements from Verizon had more problems than the original. Unfortunately, this one got ran over when my OtterBox failed to secure it, so I didn't get to send it in before hand.

My son lost his phone on a Sunday. I called early the next morning (Monday) and talked to a lady whose English was very bad. I gave her my address 3 or 4 times and even spelled it for her. I was supposed to receive the phone that Wednesday. It never came. I called back and this time I talked to a guy. I explained everything, gave him my address several times also, and said I would receive it by Friday because I was going out of town to see my son and his phone is all he has when it comes to work. Well, I never received my phone. I called and talked to someone else. This time she told me I won’t receive my phone the following week. All I do is get the run-around. AT&T can kiss their own nasty feet. I was lied to about everything.

The screen on my phone broke. I went to the T-Mobile store who said I have to contact Asurion via online. I filed an online form but it was rejected. They said I have to prove that it's me although all my information provided is correct. I was on hold forever to get a live person. I asked why I needed to send verification that it is me when all information matches. I was told they don't have to tell me but nothing would happen until I printed the form (because it is not available online) and fax it back with a picture of my photo ID. Needless to say, I am so annoyed at this point. So, since I don't have a printer or scanner at home, I drove 2.5 hours to my office to copy my license and the back of the phone and faxed it over. I received an email tonight saying they cannot verify that it is my phone from the fax! I am livid. Now I am told it is a $130 deductible and all the posts here are saying that they will send a refurbished piece of crap! I put in years of insurance so I am basically screwed. This is a sham. Don't get insurance on your phones as it is a big hassle and a rip off. Never deal with Asurion! They have no customer service. It's a horrible, horrible company!

I lost my Sprint phone and they replaced it with a refurbished phone that didn't even work. After that, I was not a happy camper, let them know that, and they sent me a "new" phone. A few weeks passed, and I found my lost phone. I called Sprint to get the phone unlocked and they said they will. A week later, I gave the phone to a friend in need, and the phone is still restricted. I called Sprint and they said they will unlock it, and then told me they can't because Asurion claims the phone is their property.

My cell phone was stolen several weeks ago. I called Sprint/Asurion to file a claim. I was informed that the deductible had been raised from $50 to $100. Although I was pretty upset about this, I paid the $100 deductible and received the phone within several days. The telephone, upon powering up, continually reboots. I called Sprint and was instructed to take the phone to an authorized Sprint repair center.

I posted my situation on 4/28. Well, I uploaded my docs again and this time on 4/30, I checked the status online. It said they were reviewed on 4/27 at 10:55pm CST. Once again, no one gets back to you and instead you have to call them. So I did and spoke with Melissa who finished the claim. They asked me how I wanted to pay the deductible and I stated the bill to my Sprint account. She stated okay and I would receive the phone in 1-3 business days and an e-mail with the tracking #. Today is now the 4th and nothing, so I called. This time, I get Shawn on the phone. She tells me that the last rep I spoke with took a manual claim so she put me on hold and spoke with her supervisor, then gets back on and tells me I have to speak with a specialist.

The first person I dealt with at Asurion was very helpful and polite. He made the mistake of sending my phone to my old billing address (even though I had confirmed the new address with him). When I discovered this mistake, I called to have the phone sent again and they told me they couldn't because of suspicious activity. When I asked what that was, they told me they didn't have to tell me, and they refused to tell me. This of course got me mad.

I am a Sprint customer and I lost my phone. I had a total equipment protection plan on my phone and I paid $100 for another phone to be sent by Asurion. Asurion sent me a phone which had battery problems and the bluetooth wasn't even getting connected to any phone nor my car. Forget about using the bluetooth! Then again, I called them and asked for another phone and immediately they sent me another phone which was even worse than the first one. I just cannot understand the way Asurion deals with the customers. Absolutely unprofessional service!

I lost a phone. I have been paying the insurance on it for years. I registered it with T-Mobile and they (Asurion) cannot locate its registration. They would not replace the phone. I have five lines and pay insurances on it. Three of my phones have had water damage or broken and they came up with new rules and have not replaced my phones. I have been a customer since 1992 and have been paying insurance. They offer no consolation.

I transferred my cousin's T-Mobile phone number to my Sprint account after my aunt suddenly and unexpectedly died. Of course, he had to get a new phone. We got it and after two weeks I added the insurance since I had 30 days to do so. Thank God I did because after a couple days of adding it, he spilled water on it. I brought it to Sprint who looked at it, said it's liquid damage and to call Asurion. I called and their automated message stated that I would get it quicker if I filed online. I tried filing online and all of a sudden they want this affidavit and a copy of my driver's license?! I called and got someone on the phone who stated that they do this to protect my account and they needed further information on me. Why is it then that they require me to give them my Sprint PIN or password answer? You can't get it from Sprint? Why bother asking me that personal information then? I told them I don't have a fax or anything of the sorts.

I've lost my cell phone and filed a claim. Then, I found it and want to use it. Asurion won't unlock it. I feel this is unfair. I want to use this phone, since I paid for it. This is a form of theft, keeping me from using what is mine.

I purchased phone insurance through Sprint. I wasn't told of limitations, i.e., $100 deductible. I requested & received a replacement phone due to damage. In the replacement phone box was an equipment return envelope. I placed the damaged phone in the envelope, and mailed it. I received a $275 Non-return Equipment Fee on my Sprint bill. After 6 months of Sprint & Asurion employees talking in circles, I refused to pay the $275; Sprint disconnected my service. I've been a Nextel/Sprint customer since 1996! I continually made the point that Asurion knows the damaged/returned phone cannot be used; Sprint would never allow service to be reinstalled on it. This is an unethical scam! There are 48 pages of Consumers' complaints; what does it take for us to file a class action law suit?

The online questionnaire wouldn't accept my mailing information. I kept trying to enter it in other forms so it could be understood and it kicked me out. Now, it’s telling me I need proof of documentation so I have to download a form, print it out, fill it out, mail it and play the waiting game. I am extremely angry because it shouldn't be this hard. And since I am reporting my phone stolen, why would they ask me to contact them via phone? If I had one, I wouldn't need you guys! Asurion needs to be under fire for their notoriously horrible customer service!

My original phone broke. I filed a claim and they sent me a refurbished one. It wouldn't read the SIM card to find out the phone is defective. They just sent me another one. It came in today (4/17/12) and it has the same problem: it won't read my SIM card.

I spent 3 days trying to get tablet replaced! On hold for hours past midnight on 2 different nights plus 2 hours a third day. Richard, night supervisor, sent the wrong device twice. It was addressed to the wrong customer. He is such a primadonna as well.

I have lost my Samsung Galaxy SII phone on March 8, 2012 and filed a claim with Asurion. They charged me a deductible of $199.00 and sent me a refurbished Samsung Galaxy SII phone. That phone did not even charge in the first place, and it did not start. I re-sent the phone back to them, and they sent me another refurbished phone, which had the exact same problem. I again sent this defective phone back to them and requested them to send a new phone this time to avoid defective phones like this in the name of refurbished phones. They said they can't assure that, and they sent me another refurbished phone. This time also, the phone is defective, and the receivers couldn't hear me talking. It seemed like a problem with the microphone or something.

When I purchased my smart phone in November of 2011, I purchased replacement insurance. I was not told by Verizon that the insurance was with a third party (Asurion), nor that there was a $99 deductible, nor that the replacement phone would be a used, reconditioned phone. In fact, I was specifically told, in order to get me to buy the insurance at $6.99 a month that if I damaged my phone or lost it, I would receive a new replacement phone.

Female US Air Force reservist traveled over 150 miles for drill. Damaged phone, but not damaged enough to get a replacement. Asurion quickly tries to find a way to avoid providing a replacement phone. I had the insurance for a number of years and still there’s no loyalty. I'll save the money and drop them. My concern is I am away from home with a car trouble and I have no contact to get the help I need. Asurion is a pathetic! I am not assured of their desire to protect me!

I recently lost a phone and called Asurion and filed a claim. The assisting CS reps were helpful. When I inquired about the phone replacement on Monday, the deductible came up and this company wanted me to pay $130.00 for a replacement. I have a career that involves possible damage to phones, but this is over 25% replacement cost. I got angry. I got off the phone with the reps and after cooling down, I decided to call the Corporate Office to see as to how this could be rectified. Well, a person by the name of Marie answered and I was informed by her that "all insurance companies do this" pertaining to the deductible and my reply was "Yes, but they do not charge a 25% to 50% surcharge and call it a deductible".

I wish that I would have done research on Asurion before I agreed with AT&T to purchase it. They should pay me a monthly fee for the grief over what could have been a simple fix. I filed a claim and the process by which I needed to recover/replace my phone was exhausting. I followed the directions to the tee and after three days of hair-pulling, my original phone was located and returned to me. Thank the universe! Because if I had to deal one more second with this insurance company, I would have aged another year. The two agents that I spoke with over the course of the three days were rude, condescending and defensive (as if they owned the ** company, of which no person of average intelligence would want to be a part of). Finally, after a twelve-minute wait for an "advanced" customer service rep, I quietly made my complaint and got a, "Well, I apologize for any inconvenience and have a nice day." I don't think they will be sending anyone on to training, but it was worth the try. For the time being, I am pulling my monthly insurance from this company to find someone else.

I have paid my insurance on my phone for 2 years without a claim. The phone was damaged and I filed a claim saying as much, paid the $99 deductible and received the new phone. I have since lost the damaged phone and now Asurion is saying they will charge my credit card an additional $125 for the damaged phone since I didn't return it! Ridiculous!

I have been with AT&T for several years and had been paying Asurion for their coverage. When it was needed, they send a low grade replacement phone that was not only not worth the price of the deductible, but was also a cheap knock off that they claimed was an equivalent. After going to the AT&T store to find something useful, they claimed we went to an unqualified dealer, lies, and that we would have to pay them again for a new contract plan. In the meantime, AT&T claims they don't even work together, but Asurion wasn't capable of discontinuing my service. They then called AT&T and claimed I wished to cancel my whole account, which took another call to straighten out.

I'm on my fourth phone with Asurion. Every phone they have sent is defected somehow. I've been sent three phones and am now going on a 4th. I've had to return them to get a replacement each time. That is unacceptable. I started this case on February 15. It is now March 12 and I am still without a phone. I am a substitute teacher that gets called to work every morning but because I don't have a phone to be reached at, I have not been able to go to work. Please help. Something needs to be done about this. I need my paycheck and on top of it, I had to pay Asurion $100.

I filed a claim with Asurion through Sprint around Thanksgiving 2011. I received the new device during the Thanksgiving holiday. The following Monday, I put damaged device in return envelope and put it in my mailbox. In Febuary of 2012, I received an extra charge of $275 on my Sprint bill for a non-returned device. I have talked with Sprint and Asurion and neither one is willing to help. My next step will be the post office but doubtful. Sprint and Asurion tell me that they never make mistakes, only customers. I did my part but now I have to pay the price. As soon as my contract is up, I am going to someone who thinks the customer is right.

I got a phone from Asurion that was defective. So I had to go though the painful process again to get a usable phone. I sent both phones back at the same time and Asurion, to this date, has only received one phone and is trying to charge me for the other one. This has wasted so much of my time and energy. I have spoken to Verizon and blame them for "recommending" me to a 3rd party 3rd rate insurance company with no other choices. I will take this to court even if I have to spend 20 times the price of the phone just on principle alone. If the post office lost my phone, then why are these envelopes not certified mail? And why don't Verizon take the old phones to help their customers avoid such a big hassle? I will close 5 accounts with Verizon over a $55 phone. I will not let Asurion or Verizon get away with this. Also, I want to make sure this does not happen to anyone again!

My iPhone was stolen, Asurion was extremely difficult to deal with in getting a replacement phone. They requested the same information numerous times from me, claiming that it was the wrong information sent when it was indeed correct. They also claimed there were other problems with the claim that were not actually a problem.

Original iPhone was insured through Asurion. The iPhone was stolen and following their claim process, a new phone was sent to me. Within 5 days however, the speaker died in the phone, but the phone itself was still usable. I called them, explained the phone they sent was defective, but could send/receive calls, and they said they would again ship a replacement. This time, I could send them back the phone in the prepaid shipping container.