Asurion Reviews

I called Asurion to get my 150 bucks back that I put down to get my phone, they would not reimburse me due to me not letting them know after 7 days that my new phone wasn't working again. I called the supervisor and she said, "Well why didn't you just go through us again and get a replacement phone? You wouldn't have this problem." She said. I told her, "Why would I go through a company A THIRD TIME when the service was poor?" I pay 22 bucks a month to have them as my insurance company. Well, not anymore. They essentially ripped me off of 150 bucks when I never got a working phone from them in the months I was using them. I have never been so livid with customer service in my entire life. Why wouldn't you just want to make the customer happy and reimburse them? I'm not a unreasonable person. NEVER AGAIN ASURION.

After talking to numerous people (Sprint & Asurion) I waited the 24 hours. In the meantime, sitting on my dining room table is a replacement Galaxy 6. I don't want it. My original phone is still not on. Another claim has to be opened for my daughter's phone. It is to take another 3 days, but the phones are on back order. It is not guaranteed that she would be included in the next shipment. Now we have no idea when she will be getting a replacement phone. Several reps trying blame me for not making the correct claim. I explained that when I spoke with their rep, I told them it was an iPhone 6, never said anything about a Galaxy 6. They try to say that it was because of the number I gave them. Duh! I am the main person on the account, therefore in order to access my daughter's info, the rep must go through my number. This company has attempted to blame for many things.

Another day and several hours on the phone with Asurion and Sprint, too many damn hours! I still have no phone. I am disabled Vet suffering from anxiety and PTSD. I must have my phone at all times to remain in contact with medical and my sister (who aids me in trying times). Asurion doesn't care. Now they have to email someone to get my phone released, they say wait another 5 hours. When I call back in 5.5 hours, no one knows about any email. My anxiety is out the door! Mind you I have maintained my cool and refrained from cursing up a storm. Still no phone! On day 3, still with no phone, I decided to turn on the Galaxy 6 sitting on the dining room table. Lo and behold the dang thing has service. First person I call.... my sister. But by day 4 my son's phone is off. What the heck?! Our Sprint service is a family package. Our service is off because I have exceeded my spending limit of $450. I didn't even know one existed.

Asurion has charged me for 2/$200 deductibles. It takes some time, but Sprint turns my service back on. I talk to several other Asurion reps and finally get one that understands. She credits my account $400. I was content for the moment. My daughter was still without a phone. I didn't want this replacement phone. I wanted the one that I walked out of the Sprint store with. It was nice to talk to someone with concern. The next day I go to the Sprint store to get my numbers transferred to the replacement phone. Have them look at the billing and it shows a $400 credit. What a relief, it went through. I attempt to have my original phone turned back on. Again Asurion says Sprint has to turn it back and vice versa. Still have to use replacement phone, a total nuisance.

When the Sprint rep calls Asurion and conference call with the three of us, he is amazed and surprised at the disservice. The rep was rude and useless. It was then that I started to curse like a sailor. They had hit my breaking point. I am physically, emotionally and mentally exhausted. I can no longer argue with these people. I can no longer listen to one person say one thing and another say something totally different. I even asked the reps if they worked for the same company, with hesitation the say they do. This pain and suffering for a service that I am paying for. I have A phone, my daughter finally gets hers. I am content.

The story doesn't end there. My phone service gets turned off again. I have exceeded my spending limit again. Asurion has removed the $400 credit. I again owe $400. What the heck! When I talked to the rep for Asurion he rudely stated "I would never the credit." That was after talking to another rep who stated that it would take 1-2 billing cycles for the credit to appear. This is all happens during week two. At some point after I finally get an Asurion rep who decides to release my original phone. Again after talking to several Asurion reps for several hours, which stated I had to return the phone that was sent to me. Some said it had to show it was in route. Others said that it had to be in their warehouse. They don't know what the heck they need. One common factor was that they were willing to leave me with no phone. That wasn't an option.

The nice Asurion rep releases my original phone; of course she made it sound like she was doing me a favor. Yahoo! I have my original phone back. The nightmare is not over. I am still being charged for two deductibles. I explain to Sprint that this is their fault because they are contracted with such an ill company. I tried to get my original $400 credit back, to no avail. The best I could out of Sprint was $230 credit. At least that was enough to cover my daughter's cost. I dropped off that replacement phone in the mailbox, my second mistake (first was getting insurance) was I didn't get it certified. It should have arrived by now, but it hasn't.

Sprint is giving the phone to arrive by November 11, 2015. Let's see what happens. In the meantime, I am going to see about other resources to replace my phones. I am going to start up a savings account just for phone replacements or repairs. I have no desire to ever deal with Asurion again. It is not worth the heartache, stress and anxiety. This company needs to be put out of business.

On 6 November 2105 I called to find out where the phone was and was told the person never completed the order. Went through the chain of events and was told it was taken care of and would be shipped and I asked to speak to a supervisor. I was disconnected. Promptly called back, told my story again and found out the person I had just spoken to hadn't completed the order either, the gentleman who helped me this time was very nice; but, I asked to speak to a supervisor. Told the supervisor the drama and asked why and how employees were not held responsible for not completing their jobs and with all the time and effort I had to put into getting a replacement phone for a defective phone they sent me what could she do. I would have been happy with a pair of headphones and in her rude tone of the whole that they had nothing to do with compensation or problems since it was all AT&T's fault.

Called AT&T and again told the story and was told any problems with warranty was all Asurion and they had nothing to do with. The gentleman at AT&T spent 40 min trying to get a supervisor at Asurion and when he did and patched me through I got more were really busy and basically it's not our fault that our employees don't do their job; but, we will send you the replacement out.

To get a replacement phone for the replacement phone that I had to pay $150.00 for I have spent over six hours on the phone with Asurion and they acted like they were doing something wonderful to send out a phone for the broken one they sent and really did something over the top by saying they will send me a $50.00 gift card. Only time will tell if they actually send the gift card and I know I'm not holding my breath. Going to start checking with other cell phone carriers to see who does their warranty and will drop AT&T if they don't use this company. Wish negative stars were available because I would go below zero on this one.

I called and canceled the phone after numerous times calling UPS and Asurion and requested a refund back to my credit card. I was told I would receive a refund in one transaction. As of today I have no refund. I talked to a supervisor and was told 3 to 5 business days. I told her that's unacceptable - it didn't take 3 to 5 business days to take the money. I was directed to an agent in the office of the CEO and was told 5 to 7 business days. My money has to go thru 2 banks and that it depends on my bank how long it would take to post my refund. Once my banking institution gets a charge back it goes directly to my account.

My complaint for Asurion is terrible customer service reps who all tell the consumer something different which is misleading and false. They should all give the same information to the consumer. Secondly, they should practice repeating the information given to them by the consumer. Thirdly, as fast as you take Money from a consumers bank account it should be returned the same way. It should not take 3 to 5, or 5 to 7 business days. Which is it. Who do you believe when every customer service rep tells you something different. It will be a week tomorrow that I have no replacement phone or refund. I am very unsatisfied with this company and will have second thoughts about insuring another phone through this company.

They are extremely rude to work with. If I am paying that much, I also expect a new phone and not refurbished. I then worried because the first broken phone needs to be returned within 10 days. Still trying to get info off of it etc (I was out of town the first 7 days) so needed more time. They were "sure, you actually have until Dec 20th (2 months), not 10 days. We just tell you 10 days to get them back sooner." Well that is not very nice! They think they are doing you a favor and a deductible of $150 is nothing because "it is a $600 phone". BS again. DON'T DO IT!!!

Finally I get a phone on October 28. I'm taking my phone back because my replacement phone is done in two months, the new one is done in two YEARS! The insurance company and T-Mobile had me almost three weeks without a phone and no loaner... and I have to cover emergencies. Not dependable companies and NO ONE ATTEMPTED TO HELP! Goes to show you what Asurion and T-Mobile are all about. They didn't care!!! Good Luck!

A couple of days ago I dropped my note 4. The screen cracked and I filed a claim. Since it had been a year since my last claim the insurance claim went through. I scanned in the affidavit this time and the copy of ID. I did the claim on Sunday October 25th and just received a brand new galaxy note 4 today October 27th. I plan on sending the cracked phone back tomorrow. It came with a pre-labeled sticker to send the device back. I only put the phone in the box. I kept the battery and stylus because the lady said that I only needed to send the phone back. She also said that even with new phones they come with a stylus and battery but mine did. I wanted to write a review on this because I have seen so many negative reviews. I don't know if it was luck that it worked out or what.

Just recently, I dropped my phone into my swimming pool which ruined it and put in another claim with Asurion. Got new phone overnight and again, things seemed smooth. HOWEVER, I then got a notice from Asurion that my insurance was canceled due to 2 claims in one year. They also told me that the info I had received about a possible warranty claim was incorrect. Ridiculous to pay for insurance and then have it cancelled if you use it!! Bottom line is that you are much better not paying insurance and buying a spare phone via eBay - will be cheaper all around.

Back to Asurion. $10/month, $99 deductible, received a REFURBISHED phone, Droid Mini; then were charged a month later for $75 because we didn't return the damaged device within 15 days. WHAT- we couldn't even get the phone to work to remove personal information and pictures... What a rip-off. DON'T BUY phone insurance. I'm sure we could have found replacement phone on Amazon or Ebay for much cheaper. Especially since the first phone was free with an upgrade and renewed contract!

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Aug. 13, 2015

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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