Asurion Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

My first remanufactured phone I got in August (due to cracked glass) never held a good charge. I blew through three chargers and it finally died. Of course, I am less than two months away from my contract date, so I couldn't upgrade. I placed a claim for a new phone due to this issue and this time I requested a "new" phone. Well, sure enough I got another refurbished one today minus a battery! I had to pay another deductible even through the first phone was the issue. The charge/battery was the problem all along and they expect me to use the old battery. I have been paying them $8 a month and have spent $200 in deductibles (yes, they made me pay another $100) since August, not to mention the three chargers. I requested a phone call from a customer service rep to my work number, which was an option. I haven't heard a word.

I don’t understand that you all don’t have the phone that I requested and you send a phone that I did not want. In the system, it states what type of phone I have. You send me a different color, you just don’t get it! Then, I call Asurion. I was told they don’t have the color of the phone in stock. I’m so disappointed in the customer service!

Denied claim twice - Our iPhone was stolen. The next day, we contacted Verizon to ask what we could do. We were instructed to suspend the device. Later, we found out about the "Find my phone" app. In order to use that app, we had to reopen the line and try to locate it. When that failed, we suspended the line again. We tried once more a week later to see if it was turned back on. That too failed so we suspended the line, and locked the device remotely.

So, when I first bought my iPhone4, they offered me the insurance for $6.99. I added it to my plan a few months later my phone was malfunctioning. So I said "I have insurance. I'll get another one". I called AT&T, which transferred me to the Asurion phone line and I explained how it make no sense to pay $199.00 as my deductible when 1) I have been paying $6.99 a month already. I wasn’t surprised that there was a deductible but when I upgraded, I paid $99.00 for my phone, and I wasn’t just about to pay more then what the phone cost, on top of the 7 bucks they have been ripping me off with.

I have three cell phone numbers with Verizon. I bought replacement warranty on all three phones and have been paying for it since four years. I lost one of my phones (LG Ally) in December. When I called Verizon they told me that Asurion was handling the warranty. I called Asurion and they asked me to $99.00 and sent me a replacement phone. It was a refurbished phone and I was not happy with it as it had problems with keyboard, display, power not turning on, etc. Two days back the display dies completely.

My iPhone got stolen from my soccer bag during a game. My bag was locked up in the locker rooms. I filed my complaint the very next day and was told to print out documents, etc. I did as told and faxed the papers over that very day. The next week I called back to see if my information had been received, they said they hadn't received anything. I then willingly took the paper works to E-Z mail to have it faxed, specially! It cost me $14!

I purchased a new iPhone 4S in January. With the phone, I purchased the Apple insurance and was told this would cover a lost/stolen phone (as well as malfunctioning electronics, water damage, etc). The phone was stolen at a bar on January 19th, 2012, about a week after I bought it. I waited a few days for it to turn up as well as calling the bar non-stop, going in and checking the lost and found, putting up ads on Craigslist, hoping a good Samaritan would find it and call the ICE. After that did not pan out, I went into an Apple store to see about replacing it. I was told when I bought the phone that after purchasing the insurance, the phone could be replaced twice for a price of $60.

I lost my iPhone which AT&T collects $6.99/month for the insurance premium for Asurion. Originally, I paid $9.00 for my refurbished 3GS-16GB I- iPhone with a 2-year contract through AT&T. To get a new phone, I had to pay the $199.00 non-refundable deductible or buy a new phone from AT&T or pay the cancellation fee for early contract termination. Both other options would cost more than the deductible. Asurion is a privately owned company with no completion world wide for all types of equipment, including PCs, HDTVs, and cell phones. No other option is available. Isn't that a monopoly and illegal in the US?

I have cell phone insurance through Asurion and I pay monthly premiums and paid a $169 deductible. My phone was damaged while I was ice fishing. It fell into the hole. However, my friend fished it out before it got to deep. I didn't know this but he was able to dry it out and other than the water damage indicator was being turned red.

I was insured by Asurion who provided a cell phone protection plan that insured my new iPhone 4 purchase from all damage and lost. Approximately October 27th I notified Asurion that my phone had liquid damage to it and it was inoperable and needed to be replaced. They notified me that I had sixty days to submit a claim form for damages. On December 27th I spoke to a representative who transferred me to another representative after notifying me that my time had elapse to submit a claim, but he could not verify what the last day of submitting the claim would have been. When speaking to the second representative in the claims department, she notified me that in fact the day we spoke, December 27, 2011, was the last day to submit the claim as it was the 60th day but she would extend the time for me to January 6th.

I was told by my wireless internet provider that I would need to file a claim with this company. I called them up, and started the process, and after taking all my info, they told me there would be a $20 deductible. I stated that was not what I was told when I purchased the plan. After we were unable to settle, I was put on hold, and spoke with a supervisor. April came on the line, and explained that the only way that the $20 could be dropped, is if I spoke with Clear (the internet provider), and they approved waiving the $20 fee. We said our goodbyes, and I hung up the phone, and called Clear right then.

I used to be a dealer for T-Mobile corporate up until a few months ago. During my employment, my dealer account was accessed by an unauthorized user who then proceeded to call Asurion and file a false claim with my information. I was then told by Asurion that I have reached the maximum number of claims for a 12 month period, causing then to drop my insurance (despite being a loyal customer for several years, and almost never filing any previous claims). Despite going through ** and back getting my insurance restored, I was charged over $300 in restocking fees because the device I "ordered" was never shipped back.

I bought an iPhone about six months ago, and made sure to get insurance in case anything happens. Unfortunately, I lost it in a cab on New Year's Eve. (My fault). I figured that I will just pay the insurance fee to get the new one even though it will cost me $160. I started my claim on 1/3/12 and I am still not finished. They have sent me so many email stating the many things that I might not have. So without a phone, it is hard to call and ask what I am missing.

I accidentally broke my phone T-Mobile Android phone last September 2011 and reported this to T-Mobile. T-Mobile assisted me with in getting replacement from Asurion and was told to pay $130 as co-pay for depreciation. I got the phone and shipped it the same day following all the instruction of using the return box and UPS sticker for shipping. By December of last year I saw a $344.09 bill on my credit charge by T-Mobile so I called and asked them for this. I was told that Asurion said that I did not return the phone after 60 days. I am calling both Asurion and T-Mobile everyday and they both pointed to each other transferred back and forth given with case number and still no resolution. Is there any class action lawsuit against this insurance scam? Please let me know so I can join.

My experience is zero or worse. I filed a claim for a lost phone on Dec. 7th. After a huge run around and paperwork and endless calls I received a refurbished iPhone 4 after being told they were sending an I4S. After getting it all set up with AT&T they asked to make a call to me and test the phone. Of course the volume did not work. We tried all of his tricks and still did not work and he said I would have to return it. So I mailed it out on Dec. 27th. I called and asked if I could send it via FedEx and they said no it had to come though USPS only and would take 7 days. I have heard nothing, so I called again on Sunday. I was told they did not have the phone as of Jan. 8th and it may still be in a post office as they wait until they have enough to return. I live on a small island. That could be months.

Since I signed my 2-year contract with Verizon for my mobile service. Does Asurion have the right to raise my monthly insurance amount in the middle of the contract period? I never signed any contract with Asurion - only Verizon. I was not even aware at the time that they used an outside company for phone replacement. The monthly fee for the insurance is part of my Verizon bill. So when I called Verizon to complain about the price hike. I found out in a letter sent from Asurion - it took a minute to figure out who they even were. They said there was nothing they could do since Asurion is an outside company. I'm sure most Verizon customers got the notice of the increase. Do I have any say in the matter? I thought when I signed a contract for a specific service provided at a certain fee, it was supposed to be for the entire contract period, hence the purpose of signing an agreement. Am I just out of luck on this?

I have been charged for a phone 120.00 for a replacement phone that was sent to me but when I received the phone, it was not the right phone. I then sent it back and was told I would receive a credit. I keep calling and a supervisor said it was applied but its been more than 2 months and it is not applied. I have docs of all my calls made and names of whom I've spoken with each time. I have been eligible for an upgrade but cannot continue to do so until this credit is applied. I have no phone for the last 2 months. I sent them both in to Asurion and have confirmation of both phones shipped and received from Asurion and from FedEx. I am very upset and have ran around, transferred from rep to rep manager to manager. All promised to have my credit cleared weeks ago.

Why does it have to be so hard and confusing to file a claim? It's over the internet. Why can't there be a pdf file that you can fill out then attach a pic of your ID and everything else they ask for. Why do they ask to have it mailed or faxed, then in small, they have a web address to send it to? Service over the phone was worthless. Terrible service! I'm so frustrated by the service. I haven't even finished filing my claim! You guys suck!

When I first got my iPhone back in 2010, I signed up with Asurion mobile protect. I had money taken from my bank account every month, $11.99, and sometimes they took $54.64 a month without me knowing. When I call them to find out why they took that much money out my account, they said I never was in their insurance and wasn't covered but they continue to take the money out each month. When I want to cancel, they won't let me and they're still taking money out of my account.

I got the new Samsung Galaxy S, Epic 4G Touch on Christmas and I dropped it the next day on accident. So Ifiled a claim through Asurion and they sent me an activated phone and now Sprint says I'm *** basically. How can you send me an activated phone?! This company can gag themselves with a spoon, I'm done with this ***.

When I purchased my phone, I was told that my deductible would be $50. I started a claim on 12/23/11 and I was charged a deductible of $99. I am not satisfied with the amount on which I have been charged. I have paid my premiums every month. Now, I am requesting a refund of all premiums, which I have paid for all lines on my account.

Couple months ago, I lost my phone. Contacted Sprint and Asurion to see what my options were. After paying insurance for three years, I figure a replacement phone would be no problem. Well, they offered a Blackberry Pearl 8350 (3 years old,refurbished) and they wanted me to pay a $100 deductible. This of course was not a great idea and I said so. The Asurion rep proceeded to argue that it was like car insurance, which was absurd. So I told her very plainly, I was not paying $100 for an antique phone. She continued to argue and then hung up.

I have read many complaints here and many issues seem overblown. I know we're talking about cell phones, but it is still an insurance policy and one that affects your phone service and bill. So it should be appreciated that take extra measures in many cases to verify you really are you. If they didn't ask for that extra proof, someone could get a phone, stick you with the bill for it, take your number and run up your service. It will cause you to try to resolve fraud/identity theft with not one but twp separate companies.

I had issues with this company, Asurion. They sent me out 2 phones that were not anywhere near the quality of my old phone. I found the CEO's email address **** and wrote him in 24 hours. They called me back. They are sending me the correct phone.

I originally filed a claimed about a damaged phone but before the replacement phone came in, the phone came up missing. When I spoke with the contact, she told me very rudely that "you will have to pay for the phone and will be charged." I asked to speak with a supervisor and was transferred to Stuart, employee # DT72967. Stuart told me that he would contact the appropriate people to assure me that I would not be charged and asked me to ignore any emails that I get requiring me to pay for the lost phone.

This company has consistently poor service. They have began to require more documentation now, on every claim. They raised their prices and it is harder to get a claim completed. My recent claim is over a week old. I finally called and was told I had to now verbally answer security questions. They asked questions similar to the ones asked when pulling credit reports, what address have you been associated with, vehicles and so on. Long hold times, rude representatives.

I'd rather give them no stars. I ordered a replacement phone and called to make sure if I found my lost phone, I could send back the replacement and get credited the outrageous $199 deductible. They said I could within 14 days. Then I found my phone, called to process the return, and they told me it is only 7 days to return but it was ok because I was called within about 5 days. They told me I would get a credit for the deductible on my next bill. It's been over a month and no credit. I went into AT&T and they told me to call Asurion. I called and they have no record of the return. I shipped it back with their return label so I have no way to track it myself. Now they won't give me any money back. I spoke with a supervisor and everything. Still waiting for a call back from upper level management. I'm sure they will never call. I want to drop them but then I won't have insurance. They are a scam!

Every phone I have ever received from Asurion through Verizon has been a complete piece of **. After dealing with faulty equipment from the store, I expect the replacement phone to work, and they never do. The current phone I have was an Asurion replacement, and is constantly freezing, is extremely slow, and is 10 times worse than the one which had a keyboard that fell apart, also from Asurion. I'm sick of this **.

When I obtained 4 phones with a new contract from T-Mobile almost 3 years ago, I purchased insurance for my phone. I had forgotten that I had insurance and had lost my phone for sometime. I spoke with a T-Mobile representative and they indicated that I have insurance and can file a claim. My claim got denied because the loss must be reported within 30 days. I have not renewed my contract and will remove 2 lines and the insurance. Beware, a claim must be filed within 30 days.

If I could rate no stars, I would. They need to make the process easier. I was put on hold numerous times, and lost my phone on December 3rd. It's already December 16th, and I still don't see me getting my phone anytime soon. This is the worst insurance experience ever!

I had my phone stolen by some black guys walking down the street. They still want to charge a $130 deductible for a T-Mobile sidekick 4g. The situation was out of my control. It was either let them take it or get shot. Can someone tell me why this monopoly of phone insurance exists? I thought monopolies were extinguished. This is a ** scam. They refurbish the phones we send in then resell them for way more. Why can’t I get a discount?

I just bought a brand new Samsung Galaxy S2. During Thanksgiving dinners, I couldn't find my phone because I had taken out the SIM card and put it into my iPhone 4. I like my iPhone 4 way better. I lost it. I filed a claim with Asurion. They turned it down citing "the SIM card was not in the lost phone." **. The T-Mobile guy never told me that if the SIM card is not in the lost phone, my claim would be denied. I paid for insurance. He said lost, stolen and damaged would all be covered. **. It's a lie. Don't believe T-Mobile. Don't trust T-Mobile. Don't trust Zach, the T-Mobile kid who lied to me. He also scammed me for an additional $100 on top of the $200 down payment. Don't buy insurance from Asurion. Don't buy T-Mobile insurance. It's a scam.

I have been waiting for my replacement IPhone 4s for 3 weeks now. They never called to inform me the phone was in and it went on back order again. So now, I have to wait another 3 weeks for the phone. Never did Asurion send me an email. They never placed a call and their employees even hang up on me. Never once have they apologized for their lack of professionalism.

after damaging our iPhone we called Asurion. Even though the documentation we received with the phone clearly says that a smart phone is a $99 dollar deductible, they stated the charge was $169.99. The reason was that the iPhone is not a "smart phone." However, if you look on Verizon's site for a smart phone the first three rows listed are iPhones! This is just a way for Asurion to rip off consumers. when we returned the phone they "lost" it and said we never returned it and tried to charge us. Glad I canceled the card after I paid the first bogus fee!

It was a horrible service. I work at a place where our phones can't have cameras, so I have a cheap little back up I use when I'm at work. Well, someone stole my everyday phone out of my locker. I filed a claim, did everything that was asked, and even filed a police report and handed the info to the claims department.

While traveling, I lost my phone. I called AT&T immediately and reported the loss. Next day I contacted Asurion. Four times I was transferred. I was put on hold and entered the same information each time. When I finally reached the correct person, I was told my claim couldn't be processed, and the iPhone was back ordered. I filed all necessary papers via fax. Four days later, I still have not received my phone. I called Asurion and was told I would have the new iPhone the following day.

If you have insurance with these dishonest and uncaring people, cancel it today. We lost our iPhone and called Asurion. After paying $12 a month for six years, they required a payment of $169 for a replacement. They immediately took the money out of our account (while we were on the phone) and sent us a replacement. Shortly after receiving it, a good Samaritan returned the original phone to us. We called Asurion and told them (the replacement was still in the box, unopened) and they said to return it and they would refund the payment to us within a week.

I purchased the insurance when I got my phone about four or five months ago. Today, I accidentally dropped the phone and the screen cracked. I took it into the store at Verizon and they told me to call Asurion. Asurion is now wanting to charge me a deductible of $169! That is outrageous! What am I paying $12 a month for? That is almost as much as I paid for the phone in the first place!

I bought a new Samsung Galaxy S II phone from T-Mobile with insurance. I then switched the SIM card with my old myTouch 4G phone, so I could keep my old phone number. I was told that this would not be a problem by the people in the T-Mobile store several times. Ten days later, my new phone was stolen while I was at work. I called T-Mobile and they told me that they will not replace my phone and that the insurance policy is attached to the SIM card/phone number and not the handset. I was deceived by T-Mobile into believing that I had insurance on my phone. Additionally, Asurion, has a $130.00 deductible on this class phone and if they don't have one like the one that is being replaced, they substitute a different model. My claim was turned down three times for three different reasons.

A pathetic company and I feel the same way about T-Mobile.

My niece broke her iPhone 4 32 gig. She dropped it, and it broke both front and back glass. I opened the call with Asurion on November 1st. The customer service rep said, they are out of stock. I asked how long it usually takes, she said 3-5 business days. I called back today (the 6th business day), it is still out of stock. The person would not give me a date to look forward to, for replacement. I'll keep you posted.

Poor policies, poor customers service, poor understanding of AT&T policies. My son lost a phone, filed a claim and found the phone ten minutes later. He tried to undo the claim but it could not be undone. (Note: the AT&T store representative told us that the replacement of the phone would be free; it is not!). The phone went half way across country via FedEx and then back to them. They could not stop the process once begun. They now tell me that the $200 deductible will take "up to two billing cycles" to be refunded. Also, they do not know if I have to pay this or if it can sit on my bill. I have to call AT&T for that information. Beyond this, they say that I am lucky because this is normally non-refundable and that they are making an exception for me. Wow.

I signed up for the "premium" handset insurance for my mobile phone, only to find out that when I actually needed a replacement, the deductible would be more than half the original price of the phone. This is more than a year after I bought the phone, which is a ridiculous scam considering I am paying $8/mo for this "insurance". To make matters worse, contacting the company to file a claim is a nightmare. I tried submitting the claim online, only to be told they need "further information" and I should call their customer service department. Once on the phone, the wait time was excessive and as soon as a rep answered the phone, they promptly hung up on me. Now what do I do?

Hands down, the worst company I have ever dealt with. If you are getting nowhere and ask for a manager, be prepared to get another inept individual on the phone. I had my Droid X damaged and a replacement was sent. The first one did not work, the second did not work and the third currently does not work. They each have different problems like freezing and the inability of the touch screen to work. I have to send them all the equipment that they requested in a manner that they requested. Now they are trying to charge me 300 hundred dollars X 2 for the equipment that was returned to them. They claim that they have not received it. I said that I returned it in the manner in which they requested. Furthermore, do not thank me for your business or apologize to me for problems if you don't mean it! Worst company ever!

This company is flat-out scam. When you call them to inquire on your claim, a person will tell you they are transferring you to an "operator" and you will just be given a machine who tells you there is "additional documentation" required. No matter how much documentation is sent in, still, somehow additional documentation is necessary. These people are scammers and fraudulent and should be shut down. Their business model is to make it as difficult as possible to file a claim or receive benefits that are rightfully paid for. This business is unfortunately, a complete and utter fraud entirely lacking in oversight. They cheat consumers because they can.

I lost my iPhone 4 and filed a claim online as instructed. I was then told to contact customer service 800 to complete my claim. It took me about an hour to get ahold of someone after several tries and being hung up on in the process. They were very rude as if I owed them something. I am still waiting to see what will happen as I feel helpless without a phone. I will never deal with them again after receiving my phone. I do not recommend Asurion to anyone.

I'm a long time Verizon customer. It was the first time ever that I have needed to utilize my insurance plan. I dropped my Thunderbolt and the screen cracked, despite being inside the HTC brand protector. I filed my claim online. I received the "new" phone the next day. It would not turn on. I called Asurion and the rep told me that she would send me a brand new phone this time. I had no idea I was paying all of this money for a refurbished phone! So, phone #2 arrived. I went through the whole process of transferring all of the info and setting my preferences. It worked for a total of 4 days. It was totally dead despite troubleshooting again. Phone #3 is due to arrive via UPS tomorrow. I am not optimistic. And I am so angry that I cannot just get a new phone from my local Verizon store. My first phone worked like a charm! Astoundingly, it's bad business.

If any of you guys have replacement insurance for your cell phone, be advised that if you deal with Asurion, it's probably going to be a headache. I've been dealing with them since September 29th and I just got my claim completed today. Keep in mind, you're supposed to have a replacement phone the next day. Their website gives you information that is incorrect. Therefore, it misleads you to believe one thing and then they tell you something completely different on the phone. They tell you that they'll call you when the current step of the claim process is complete. Guess what? They don't. And that happened twice. They do not change info in their computers when you correct them, they just "make a note" of the info you gave them. So it gets overlooked. They already sent forms to the address I told them not to, even though I double-checked the address with the person "making note" of it. Their communication with customers is almost nonexistent.

I pay $215.64 a year for 3 devices. And they tell you on their automated recording that they will prosecute anyone filing a false claim. I told them I did not know if I had water damage. All I know is the device no longer worked correctly. Without even trying to help, the agent told me that they could not cover the device and wanted to transfer me to my carrier, Verizon. I have paid for the last time to this terrible company and I am demanding a full refund and a new device from Verizon.

I have a cell phone with Verizon Wireless who third parties the insurance. I dropped my phone and broke the touch screen in September 2011. I called Verizon and was transferred to Asurion, who told me my deductible is now $99.00 when it was originally $49.00. Apparently, the deductible went up in June 2011 yet I was under a new contract that just started December 2010. When I questioned why I wasn't still at the lower deductible, I was told that's just the way it is. I believe it is a scam if when I signed my contract the lower deductible was in place, yet they have the right to increase it. That breaks my contract, in my opinion.

I lost my Verizon phone. After filing a claim, I received a defective unit with a touch screen that didn't work right. And the shipment was incomplete (no battery, memory card, or sim card as promised). After fighting with them for a week, they sent me a new replacement unit. This one was completely non-functioning. They now want me to send back both units before they send me a new one. Thus, that is leaving me without a phone that I've paid for. They refuse to work with Verizon stores to handle an expedited replacement. We'll see how the 3rd one goes when it arrives.

My daughter's phone got broken. I filed a claim with Asurion. They sent me a replacement phone with no battery or charger. What good is the phone without it? I called the same day. I received the useless phone. I spent 30-45 minutes being transferred and hung up on repeatedly. I finally spoke with someone who assured me that these items would be next day aired to me. Of course, they did not show up. So, I called this morning only to be told that they don't replace these items next day air, and that I would have to purchase these and wait for reimbursement. It's not going to happen. This company sucks. Do not pay for insurance. It's worthless. My time is worth more than this.

Asurion is the worst cell phone insurance company you can work with. Buy a spare phone instead in case anything happens with your phone. I've paid them $10 a month for over 5 years. The one time I needed a new phone, they charged me $100 for a refurbished phone. The phone totally **. I had it for 2 days and it was freezing non-stop. And it came in the wrong color. When I called and asked to speak to a supervisor, she was very rude and was not helpful at all. They did not want to replace the refurbished phone or give me a refund for the $100 I paid for a phone that was a piece of trash and in the wrong color. Asurion **. Don't waste your money getting cell phone insurance with them. They have a racket going and should be shut down by Consumer Affairs.

I dropped my phone getting out of a car on September 30, 2011. I filed my claim and received my replacement on October 3, 2011. Upon receiving my replacement phone, the power button does not work and I cannot unlock or lock my phone. I called Asurion to fix the issue. When I was asked to take out the battery, the back of my phone was wet under the battery, to which the lady tried to accuse me of dropping my phone in water. I had to explain to her that the phone was activated in a store and was not taken out of my pocketbook until it had to be put on the charger and was nowhere near water. After getting a rude comment from the woman, I requested a supervisor who then sent me a replacement phone and told me that if it happens again, I am to call and just ask for a supervisor to assist me with my next claim.

I lost my Verizon 4G Mobile Hotspot and she was extremely rude and refused to do my claim . I needed the number on a card inside the lost WiFi device . She refused to help me. I gave her all of the numbers that Verizon gave me on the phone. Wrong numbers! I had to drive to the Verizon store to get help from one of the employees there to complete my claim.

This is a terrible business! I can't believe this is the main insurance for the major cell phone carriers! They have bad customer service with unreliable offers. Filing claims online is not easy! Unfortunately, the customer representatives are hard to come by and often cannot help you with your issues. Save yourself time and keep a backup phone available rather than using this service.

I had a phone for two years and the screen started to get frozen. I called Asurion and they sent me another phone the next day. However, the phone they sent me was worse than my previous one. It was getting frozen as well. I called Asurion again and informed Jose of the situation. He told me to send that phone back to them so he could send me a new phone the next day.

My Motorola Droid X phone stopped working in August 2011. I contacted Asurion to get a replacement phone. I paid $100.00 with my debit card and received the phone two days later. That phone did not work as it should. I contacted Asurion again and they sent me another phone. So far, the second phone is working.