Asurion Reviews

My chest was literally killing me and I felt like my head was going to burst. I've never been that stressed out about a phone and the worst part is that, no one could give me a number to a supervisor or corporate.

Shortly after (probably within a couple of weeks) they processed my claim and replaced my phone, I received a letter from them indicating they were canceling my coverage because I had submitted 2 claims within the 12-month period. I called the company asking why they canceled my claim. I waited on hold for what seemed like a long time and after someone answered the phone and I explained my problem, I ended up getting hung up on. I called back and after waiting on hold for what seemed like a long time, I reached someone who explained in detail the two claims that were filed. The customer service representative explained that they sent out two phones and have delivery confirmation for both of them. I asked her for the two tracking numbers and upon pulling them up on UPS or FedEx website (I forgot which site), I found that one device was shipped to me and another device was shipped to someone far away from me; somewhere on the east coast.

I want to say it was possibly shipped to an address in NH. I should have saved the tracking numbers that they had on record but I failed to do that. I explained to the CSR that the 2nd claim was fraudulent and that the phone wasn't even shipped to me (the policy holder) and that they shipped it to an unauthorized person on the insurance contract. The CSR hung up on me. I called back again and asked to speak to a supervisor. After waiting on hold for what seemed like forever, I was finally able to talk to one. I do not remember who I talked to, I wish I would have started taking notes at this point. I explained my situation to the supervisor and he stated that their fraud department would need to review my case and get back to me. He was certain this was fraudulent activity and that my contract would still remain in force while the fraud department conducted their research.

It was probably a month later that I received another letter from the company reconfirming that my contract had been canceled because of too many claims. I called the company and after talking to someone, I learned that there had been yet again another fraudulent claim filed under my contract. I had again requested to speak to a supervisor. The supervisor said my contract was still being reviewed by their fraud department. By now, it has been a couple of months wondering rather or not I still have coverage on my property. I never received callbacks or follow-ups like I had asked, and I subsequently received yet again another letter indicating my contract was being discontinued. I never received the results of their fraud department's analysis that they conducted, if anything.

I did not submit two claims. They wrongfully allowed someone who was not the contract holder file a claim. They wrongfully hung up on me on more than one occasion. They wrongfully denied my request for a callback with a status. They wrongfully terminated my contract. Due to the breach of contract, I am requesting my $100 deductible to be returned, as well as all premiums paid on the contract.

I had a Pantech Ease phone which was 1 month old. My daughter lost it, so I filed a claim. They sent me a refurbished Pantech Breeze! Are you kidding me? Even my AT&T representative contacted them saying, "I haven't heard of them sending a refurbished phone for a new one." There was nothing he or I could do. Why isn't someone putting a stop to them? And yes, I did cancel the insurance. There is no way I'm paying this company another penny!

Their process of sending refurbished phones is apparently not working. The phones I have received sometimes don't have the features we had on our previous phones. They die a quick death and there is no recourse of action. For the money we pay, there has to be another solution. The amount of money we pay for the claims starts to add up and we are now without service for a few days which is an inconvenience for us. This is a waste of time and money. The company has a very poor customer service when you contact them, like they are doing me a favor for the service that I paid for.

I reluctantly went with her story and she told me since it was already shipped, I would receive the phone tomorrow. The next day came and went and I didn't receive my phone. In fact, UPS had not even received my phone. I called again and the associate promised I would receive my phone the next day. The next day at 6:30 PM, I received a Motorola Cliq. I used the phone for 3 days and on the fourth day, the phone began shutting off on its own with a full charge. By the end of the day, I wasn't receiving phone calls, texts, and my voicemail stopped working.

I went directly into a T-Mobile store and the associate charged me another $5 and said I'd get another phone. The next day I received a replacement, this time a Samsung Gravity Smart. I called to activate the phone that night, went to bed and the next morning it still was not activated. I called Asurion to return my Motorola Cliq and the associate emailed me a return label and told me to call back with the tracking number. I mailed out my Motorola Cliq the following business day and called back to give the associate my tracking number. This associate was extremely rude and stated I didn't need to give her that information. I insisted since those were my instructions.

After hanging up, I called back to speak with someone else. This associate stated that YES, I do need to call back with the tracking number, but NO, the last associate did not even write it in my file. Again, I gave Asurion my tracking number. Today, I received a letter saying my "claim had been denied" because I sent "the wrong equipment", and the letter listed an incorrect claim number. I called immediately to correct the situation. Asurion stated that "I'm still using that phone" and the address I mailed my phone to was incorrect, even though Asurion themselves sent the mailing label to me. No one could tell me where my phone is. According to Asurion, they sent me a mailing label but they don't know where it goes to and I'm still using my phone (that I sent with the mailing label). No one will refund my $130 that I paid for this phone because no one seems to know where the phone is.

Now, I sent the phone back, got another replacement, and they end up taking 100 plus bucks on my phone bill. I was outraged and ready to leave Tmobile, until I just recently found out it wasn't their fault at all because Asurion is a third party. So, after all that money paid and after my girl and I got duped, I have no quarrel with Tmobile, just Asurion.

So, after all this, we go to pay the bill one day and the Tmobile representative says to me, "You guys, bill is a lot. How about you let me see if you qualify Sir?" So he ran a check, and I did. So, now my girl is out of her contract without cancellation fees, unlimited everything at $113 as compared to $180, plus we have two new phones, a new contract, and at the same time, we were getting the new contract and phones.

Another unsatisfied Asurion customer was in there, complaining. The Tmobile representative looked at us and said, "I'm not even going to offer ya'll insurance. I'll live that up to y'all later (LOL)." At that point, after chatting about what we've been through with Asurion, I find out it was Asurion and not Tmobile that is a dishonorable business company. Needless to say, we didn't get insurance and will not be getting it with Asurion. I am happy not to be a customer of their scammy crummy company. If my phone gets damage, I'll go to Craigslist, Amazon, or be better off using Sqauretrade, which I may do. But never ever will Asurion have our business again. Quote me on that.

The first person I spoke said I could cancel the claim and she directed to the right person. I finally got through to someone and I said hold on for one second and the lady hung up on me. I had to go through the process all over again. The second Sprint representative I spoke said he can only give the two options as well and he do not know how to get around it. I asked to speak with a supervisor and he left me on hold for 10 minutes, and no one came to the phone. I called back again and a Sprint representative was able to get me through but by this time, the phone was already shipped out and they were telling me that I cannot receive a refund. This is totally unacceptable and the whole situation could have been avoided if the representative from Asurion did not hang up on me and if the automated menu was more user-friendly.

Then, they lie and tell me the phone is coming on a certain day, but it never gets there on time. This is going to be my third phone with them, and each time they surprise me on how long it takes to actually get the phone.

Never has one of their phones come on time; they always have a stupid excuse, and they make me sick! If they could at least tell the truth, and have it shipped on the day they say it’s going to get there, that would be grand. Furthermore, I also get upset when they point the finger-- stop blaming it on UPS!

It’s you guys that suck!!

I tried to contact Asurion to let them know and to reinstate my account, but then I can't get a hold of anybody as they don't give any easy access. Their first message says they don't have me in their system, then I get referred back to ATT, who refers me back to them. Then later when I have time to call them again, they told me that they can't reinstate my account because there's been no payment, and this is while I did try to contact them through this maze they put up. Then they said the only way they could reinstate my account would be if I buy another iPhone.

I called Asurion and the girl asked for the serial number which I couldn't see; part of it was missing. She asked what color was the stickers. I advised white and she told me that the phone had water damage but if I paid $100, she could send me a replacement. I advised that the phone was never dropped in water so how could it have water damage. The phone is in the same condition it was in when I received it back on July 13th 2010. I was then advised that I had seven days to send the phone back and after that, there is no way to send me a replacement even though in their contract it states that the phone is under warranty for one year. I would have to pay another $100 for a replacement because it was past the seven days to get free replacement in which none of their paper work provides that information.

This company sends out damaged replacement phones and do not stand up to their warranty. The supervisor came on the line. I told her the stickers were pink and he said that is sign of water damage; when I told her I lied that the sticker is white, she still stated water damaged when the phone has not ever been dropped or placed in water.

I was very frustrated that I have been paying this company for two years for phone insurance and they do not honor their contract. The damage was more emotional than anything.

We couldn't get it at the original store. I checked online a couple of days later, it was denied. I called them and they said it wasn’t insured at the time it was stolen, that T-Mobile must not have insured it. I called T-Mobile and they said the phone was insured at 7:47 and we called to have the line suspended at 9:50. So I told Asurion that, so then they said it was broken. They said on 12-5, we called it in as broken, but we didn’t. It was an Internet problem, not phone. T-Mobile agreed with us. I said, “Check the phone bill. There were calls on it from 12-5 to 12-9 when it was stolen. They said they would get back to me after they re-investigate.

Now they call and tell me that because she didn't make any calls that morning that the phone must have been broken so they will not honor the warranty. This is nothing but a scam. These people changed their reason for not honoring it over and over and over again. Now my caregiver has been without a phone for over a week. I find it very disgusting and wrong for these people to scam people like this. If there is anyway you can help me with this matter. Please contact me.

This is unreal. After 2 customer service reps, a manager, and even contacting their legal department, I got the hint. Basically "thanks for the $2,700 but we wont do our job" which is to replace your phone with a phone of equal value. The fact that the G1 now costs less money than the G2 is irrelevant. When I started the plan, and I first got my G1, I insured a $225 dollar phone.

Whether it goes up or down in value is not my problem. I really could go on for days, but I wont. Lets just say I am not a proud non-customer of Asurion, and will spread my message of anger to everyone who has an open ear. It really isn't worth the money. Maybe the first few months, but as soon as a new better phone gets released, Asurion insurance is pointless!

We did not know the details of the insurance plan but we knew that we had insurance on our kids' new HTC Droid Incredibles in the event that something were to go wrong with them. We liked the fact that we had insurance on these two expensive cellphones. However, in June 2010, my daughters' cellphones were broken and so we filed a claim (claim #1) and this claim was for a Voyager. Asurion sent a refurbished phone and after the second attempt, a phone was sent that actually worked properly.

In July, we upgraded with Verizon for another 2-year plan, with new phones and again paid for the insurance on two cellphones. Well, on Nov, 30, 2010 (claim #2 with an HTC Droid Incredible) my daughter's cell was stolen (a police report was filed) from her place of work at The University of Central Florida. Therefore, we sent another claim into Asurion, via online and she received her phone and took it to Verizon so that she could buy a new cover and lens protectors.

At that time, she was told that her insurance had been dropped by Asurion. I called Asurion and I came to find out that after two claims in one year (the year starts once the first claim is filed, not when a new contract begins or a new year begins), a customer is automatically dropped and cannot get insurance again until one year has gone by and also when a new phone is purchased!

Our contract is not up by Nov. 30, 2011. We are not eligible for a new contract with her phone until July 2012. The contract with Asurion is set up so that no matter what happens, they win, because customers do not know their polices and it doesn't matter to Verizon either.

An insurance policy should be available to a customer as long as they are willing to pay the premium each month and pay the deductible that they charge a customer for filing a claim and getting a new/refurbished cellphones!

My daughter's cell phone insurance was cancelled as of Dec. 1, 2010.

However, in June 2010, my daughter’s cell was broken and so we filed a claim (claim no. 1) and this claim was for a Voyager. Asurion sent a refurbished phone, and after the second attempt, a phone was sent that actually worked properly. In July, we upgraded with Verizon for another 2-year plan, with new phones and again paid for the insurance on two cell phones. Well, on November 30, 2010 (claim no. 2 with a HTC Droid Incredible) my daughter’s cell was stolen (a police report was filed) from her place of work at The University of Central Florida. Therefore, we sent another claim into Asurion, via online and she received her phone and took it to Verizon, so that she could buy a new cover and lens protectors. At that time she was told that her insurance had been dropped by Asurion.

I called Asurion and I came to find out that after two claims in one year (the year starts once the first claim is filed, not when a new contract begins or a new year begins), a customer is automatically dropped and cannot get insure again until one year has gone by and also when a new phone is purchased! Our contract is not up by the time November 30, 2011. We are not eligible for a new contract with her phone until July 2012. The contract with Asurion is set up so that no matter what happens, they win because customers do not know their polices and it doesn't matter to Verizon either. An insurance policy should be available to a customer as long as they are willing to pay the premium each month and pay the deductible that they charge a customer for filing a claim and getting a new/refurbished cell phone!

First, I didn't care that I had the exact same phone back. What mattered to me was that I felt the company replaced it with a phone of similar value. Besides, it's their problem, not mine, if their stock is ill equipped. I was paying them to ensure that if something should happen to my phone, that they would replace it with a comparable phone.

And since when in customer service, do companies, who aren't able to deliver what they promised, give the customer something worse in return for the company's poor insight and judgement? My experience in speaking with Asurion reps over the phone was extremely poor, and no different than those reported by other individuals here. Overall, I've discovered it to be a very sketchy company.

Well, less than a month later, it stopped charging all together. I tried 3 different chargers, took it to Verizon and they tried 2 charges, nothing. So, they said usually electronics have 30 day warranties, so they tried to get me a new phone since I'm under 30 days.

Asurion said they only have a seven day warranty! Seven days! And after that, it's considered damage and I'd have to pay the almost $90 deductible for another replacement phone, even though the one they sent me was faulty. That would be $180 above the $100 I already paid for the phone. I was a bit miffed. Who offers only 7 days for equipment warranties? So, I've decided not to get the phone fixed. I'd be better off just buying a certified used phone cause if that goes. I can get a used Droid for less than the $180 I'd be paying to Asurion.

It gets better. They then sends me a used phone that is scratched and dented. Obviously, it was a bad "refurbish." I called them and complained. They told me to send it back in the packaging they provided and they would reimburse my credit card. The package is a padded envelope that will hold only the phone and none of the other equipment they sent.

They shipped the phone to me overnight via UPS. The envelope they provided ships to the United States Post Office, return postage guaranteed (No tracking provided). They told me that when they receive the phone back, they will reimburse my credit card.

The form of return they are providing will leave no known traceable paper trail, which means no recourse for me. I am canceling my service with Verizon and Asurion tomorrow. They are a total rip off.

I called customer service at 1-866-268-7221 and spoke to a representative. She informed me per the term of service I have signed that I’m responsible for the deductible. I have no problem paying the $90.00 deductible if I get my original phone model Motorola Cliq titanium, but I’m being asked to pay a deductible when I’m not getting the same phone and am getting a phone which value is less than what my original phone is worth. I do not agree with the deductible.

I will have my office cancel all equipment protection plans for all phones tomorrow and warn all business associates that I can about the bad quality of the Asurion products.

I lost my phone at the mall one day and so I called T-mobile and they transferred me at Asurion. They keep asking me to give them a receipt to prove that I bought the phone at T-mobile! How crazy is that?! Do they think I wanna waste 130 bucks to get a new phone! That's not all they asked me. They also asked for a copy of my drivers license and they want it to be faxed, not through email or scan!

So I went to T-mobile store and told them my problem. They sent a copy of my receipt to them. Then again they won't send me a phone so I called again and they said that wasn't the right receipt! Oh my god! Where in the world am I suppose to find another receipt other than the receipt from T-mobile itself! So I went back to the store and they called the Asurion! They argued. After like 4 hours of waiting, crying and arguing, they finally found a receipt that match with that phone! So they charge me 130 bucks and I got my phone in 3 days.

9 days later, guess what, I found a crack on the flash side of the camera. I didn't see it before but it didn't affect how the phone works so it's okay. But couple hours later, I was texting and suddenly the phone vibrated weird like something is shaking or whatever, which is random because I was just texting. It bugs me so I called the Asurion insurance again and they said that they'll inspect the phone. If there is any damage from the phone, they will charge me 300 bucks which is twice as much as I got charge before which is weird considering the fact that I'm still paying for the insurance and if I lost the phone, I only got to pay $130 and if it is broke, I have to pay $300?!

I think I should lose my phone instead of breaking it! So I suggest that T-mobile should find another insurance because its not fair that I'm paying a lot from insurance and I have to pay 2 times if I break the phone and it suppose to have like a 6 month warranty! It's not even a month yet and its already broken!

Just a total scam on the customer. No two people will tell you the same thing. Someone needs to file a class action lawsuit against them.

Consumers go in thinking that this is a good trade off, insurance at $5.00 per month and you get a new phone if there's any trouble. Well, what you will get is a refurbished phone if you accept what the Asurion service rep says. If you complain louder you get "Christina" in the CEO office (dept). She assures you she can get you a "new" phone that the service reps cannot get for you. Why do you need to "complain loudly" to get a quality replacement phone that will work with at least one year's guarantee? Otherwise, it's 7 days only.

It sounds like the service providers of cell phones and the insurance company are getting a portion of the monthly monies and are "trying to pull the wool" over the eyes of the consumer. I refused to pay and indicated that I would follow an avenue to bring this to public attention.

With 30 years of service for Pac Bell, AT&T and SBC and now a business owner, I find this action abhorrent and greedy. I indicated that I would bring this to Consumer Affairs, the California Insurance Commissioner and KCRA 3 on your side, any way, to get this travesty remedied and brought to the public's attention.

AT&T, Asurion, Verizon and other carriers ought to be ashamed of the inside treachery and obvious steering of customers to purchase insurance that is portrayed to the consumer as a low $50.00 deductible for the cell phone they are insuring. This would be a no brainer, good insurance policy. Yet AT&T, Verizon and the other carriers should know that there are variable deductibles. Yet, the consumers are not properly informed. This is total disregard for the consumer. This type of business should be "outed" and a class action suit brought by all the injured parties. I would be happy to work with any interested parties on this issue.

It took a full day trying to resolve an inconsistency in the quoted deductible and the actual deductible. I'm still working with service provider to obtain a phone and there's no cell service until this takes place. I've had loss of communication and fees paid that should never have been suggested without actual deductible figures disclosed. There should be full disclosure and no kick-backs to the service provider. The cell service provider can usually offer an upgrade and get you a new phone much cheaper than the new deductible. This is a complete rip off for the consumer and public and this type of insurance should be regulated.

Kudos to Asurion. I would recommend their service to anyone!

So, the phone arrives 2 days later, as they promised (much better than the experiences I have read about on-line, however), and since I had in located my phone (virtually same day), I purposely did not open the package that was sent to me from Asurion and I put the phone, with all of the specifications of the white Google g1 phone on ebay which I have to live up to! That said, I sold the phone or so I thought. And the buyer mentioned that I should open the package "just to make sure" and aha! He was right!

Asurion screwed me for the fifth (5th) time, and this time they sent me the wrong phone! It was a Google compatible HTC Mytouch "jack" black phone. What a farce! So, I called Asurion and never mind the fact that my phone call was truncated on their phone tree system "because I was calling from the phone from which I had an issue with the phone that was sent to me via the claim." They should never, ever do that! But, they did, arrogantly and need I say divisively and profitably? Wrong, wrong, wrong!

So, after 40 minutes of trying to find a telephone number that would actually get me a human being, I found a customer service person who tried five times to railroad me into saying that, "Since (I) approved the credit card, then the order was approved," but how in living hell am I supposed to be responsible for the devious, criminal changes that they make to my phone order after I hang up the phone? It's absolute thievery!

I got so mad at them when they refused to tell me the name of the person who screwed up the order, that I flipped the switch and recorded the balance of my conversation(s) with them, and the customer service girl said that she could no longer help me since I was recording the conversation even though they record every d**n word of the conversation themselves! So, she said she would transfer me to "legal dept," and the next person to get on the line was "Crystal" and when I asked for her last name she hesitated, fumbled around, changed the subject, diverted me to other conversation points and after I refused to continue unless I knew her last name, she said (very quietly) "J." Then she said, "I'm Crystal J., CEO!"

I said "Really? Can you prove it?" She said, "What do you mean? " I said, "You can't tell me that the CEO of Asurion just found a few minutes to get on the phone to address the lies and logistics of Asurion! " And then she said "I'm Crystal J. From the office of the CEO." I said, "Oh, so you lied, like all the other people at Asurion thus far through the past five phones I've lost and despite the $5/Month that you have pocketed, along with the $130-$150 you have taken in three different claims, you still have the audacity to get on the phone and speak into a microphone and lie like that?"

Then, Ms. Crystal J. (Assuming that's her real name) said, "I can no longer continue this phone call if you are recording me." I said, "But I recorded a bunch of the conversations prior to this with others who lied to me just like you did, so how about you do yourself and correct yourself in the microphone and then we can get to the next issue, which is that you have my money and refuse to serve me!" Then, she hung up!

Really? Is that what the USofA is all about? I'm sending a letter to Obama about this, and my senator and rep! Asurion will not be around long! After about 5 hours of a complete and utter mess! I called T-mobile, who should be ashamed for adding Asurion as a partner in the scheme of things and my personal phone rep called Asurion and said "Hey, this is a valued customer with 10 phone lines approved and he's not going to buy into this mess if you don't handle his issue today," (paraphrased) to which a new Asurion rep got on the line and fell to his knees and despite telling me that to much time had passed, he wouldn't dare turn down my request for a refund in the face of the reason, which is that I could not close an ebay deal due to the false claims and misrepresentations of Asurion.

So, he took about 30 more minutes of my valuable time to finally tell me that (maybe) a UPS package will be mailed to me that I can use to send the phone back and then (hopefully) there will be a refund on my credit card. I tell you what, if it doesn't happen, I won't be surprised. And I also might wanna know where I can go to stand in a window (with bulletproof glass, no doubt) and just smile as I may have to follow up on this de-bock-ell from he-double-toothpics! I have to laugh, though it has cost me 5+ x $100/hr minimum, plus the hours it took me to file the claim in the first place. So, it's a $700 mess.

Fed up, I called back and said I was just going to buy a new phone but would like my $50 back. They said, they couldn't do that. All they could do is send me more phones. I asked Sterling, the supervisor, if it was reasonable to expect 3 broken phones, and he said it was reasonable to expect that. It's quite sad when the company employees know their service is horrendous. I will never insure my phones again through Sprint or their partner Asurion.

I feel that with an $85 deductible, there should be no problem! And how can they keep sending the wrong phone? They have all my information on the computer. I was told by Metro PCS's Blackberry department that they have been experiencing this problem a lot with Asurion. This is crazy! I pay my insurance each month only to receive a run-around when I need it! If I ever receive the correct phone, I will be canceling my insurance! I have wasted a lot of time on my breaks and lunch trying to resolve this problem. Also, wasted gas going to several Metro stores and back and forth the UPS store.

Called Asurion back immediately and was told his old Motorola is no longer being shipped. Understandable, but I explained my husband is visually impaired and he was used to the Motorola. Explained it would be a hassle for him to re-learn the different keypad and keystrokes. Asked to cancel the claim so we could track down a used Motorola. Rep. refused, stating I was told clearly that the $50 was non-refundable. I told him I understood the $50 would be refundable if I had gotten and used the phone but that the phone hadn't been shipped during the last eight minutes. Rep. refused to budge on the issue. I called AT&T, who contacted Asurion on my behalf, but Asurion maintained their policy was not to cancel a claim for any reason, no matter when the claim was processed or for what reason.

I then called Asurion to cancel insurance on all three lines. Spoke with "Rick". He asked why I was canceling and I explained my issues. He promptly apologized and advised me to refuse delivery of the phone and that I would receive credit for the deductible within 2 billing cycles. Further, he stated Asurion's policy is to cancel claims if the customer calls within 10 minutes. He also said he'd been with Asurion for 11 years and that the previous reps were wrong. He apologized again. Whether I actually receive credit remains to be seen, but if you are experiencing a similar problem, ask to speak to a manager. My understanding is that the reps understand Asurion policy but will lie vehemently about it until the second you try to cancel your insurance.

We were at the food court of the mall, while we were doing this and he was still sending pictures to me (it was taking awhile), we decided to go home and do it since it was gonna be a long process. Once we reached to the car, he noticed he had forgotten the phone on the table where we were eating. We went back, talked to security and the information desk, and all we could do was leave our number and wait for someone to turn it in. We called a couple times hoping the T-Mobile tap would be turned in.

I called T-Mobile after awhile and asked if we could have it replaced. T-Mobile said, of course! since we had insurance on it, it was going to be fine. I never knew we had to go through another company to get this claim started. I called in about a month after this happened and Asurions system was down, so they told me to call back tomorrow since they couldn't view any information and they really couldn't do anything about it at the moment.

My fiancee and I have very busy schedules. He was doing well with his job, so he wasn't needing the phone right away. This month, July of 2010, he realized that he needed the phone and besides, we were paying for the insurance. So I filled the claim online then at the end, it said the claim could not be completed. I was very confused as to why and decided to call it in. I talked to a representative and at first, they were very nice, at the end, they assumed I still had the phone and was just trying to get a new one! What in the world! I can't believe this, I explained what happened and the representative said that I had 30 days to file and that I knew it. I never received any policy papers. When I purchased the phone, I put insurance on it for a reason - my fiancee's job is labor and I knew a touch phone could be damaged. What if he dropped it! I also asked for a supervisor and she did not give me any answers to any of my questions. She just kept repeating that they could not replace it!

I don't understand why I am still paying for the insurance. My fiancee has no choice but to use his old phone! I have a reference number which is 70931402. The supervisor's name is Kahmisha. She truly did not know how to answer my questions. I am just like everyone else who unfortunately gets stepped on by these companies! Like who can we talk to in order to get this resolved. Do I ** have to sue them? Because at this point, I will not only sue them because I am mad but because T-Mobile gave me false information and I never received any policy also! It is unfair to all of us who support these companies by getting services from them.

We are the reason why they are so big! Why do they have to stepped on us like bugs and give us false information. I also have flex pay, the first time I went in and got it was because I did not have any credit and the T-Mobile representative told me it was only a one-year contact which I was excited about. Now that I call in, they tell me it is a two-year and they do apologize for the false! information, but it's two years! So just like everyone else given this false information! That is so wrong! Honestly, I trust them enough to believe in their word. If they start with this, what else are they gonna trick us with? I am not going to rest until this is solved because it is unfair and I am sure I am not the only one that has this occurred to them.

No matter what I say to Asurion and T-Mobile, they really don't care because really I am a little person with no voice and they are the big companies! Well, I don't care. This is so stupid that I have to do all this in order to get my issue fixed. No matter what everyone thinks, no one should ever get T-Mobile or get assured by Asurion. Most of my friends and clients usually go for T-Mobile because it's cheap. However, I will no longer talk good things about T-Mobile with them. I will let them know to go with another company, as they are the worst company ever, from assuming the worst from my issue to giving me false information!

I called back in and once again, got passed from one person to the next. Meanwhile, I had the other 2 phones on the way. They were in the mail so this guy told me I could either wait until the other 2 phones arrived there and they'd send me out a new one or if I send my current phone by UPS that day, they'd send me a new one that day and I'd receive it the next day. Okay, so that's what I did. The next day, I never received an email saying it was sent. So I called back in and talked to several different people and oh no, they couldn't send another one until they received the first 2 back.

I called back in and talked to someone else then, hoping they would say something different. Yes, they would get one sent that day and they were so sorry for the inconvenience, but could she place me on a one or two minute hold while she verified information? I was on hold for awhile and she came back on and said that she was sorry, they had to wait until the other 2 phones arrived to send one. I should try back in on Monday. So I called Monday and the same thing happened again. I'm still without a phone and nothing is resolved. I've been paying these guys every month for the last several years and this is the kind of customer service we get? They all say completely different stuff and we're completely fed up with it!

This morning, I checked and saw that no confirmation has been emailed, and called Asurion again. The very friendly customer service representative told me there was no tracking due to the fact that the package was sent out Ground. I asked to speak to a manager. Someone named Justin (wouldn't give me his last name) came on the line and said, "Hi, I was told you needed to speak with me." I explained the situation and his response was, "I have no idea when you will be getting the accessories, but it does show the package went out.” There was no other explanation, no accommodations, nothing.

When I asked to speak to his supervisor, Justin told me 'she' was out today. I ask myself, do I need to be subjected to this lax customer service for something I am paying almost 100 dollars for? There was no explanation, no apologies. My 15-year-old is set to be going away on an educational trip and now will not be able to go, because one of the rules was to maintain communication with us. Due to this situation, I am so disappointed. And I’m quite frankly very concerned at the way consumers are being treated by companies like Asurion.

I called Sprint and spoke to a supervisor who called Asurion with me (3-way call). I was assured that they would send me a new working phone as a one-time courtesy. But for some reason, I was transferred to Brittany who told me she cannot guarantee me a new phone. I asked why, I was just told I would get a new phone. She gave me the run around. I asked to speak to her supervisor. After several minutes, I spoke to Deyanita (supervisor) operator. She told me that I would not get a new phone and she was going to charge me an additional $100. I told her I wanted to send her back the phone they sent (that does work)and to credit my account. They would not take care of my request or send me a new phone.

I was transferred several times with no resolution. I told Asurion that if they did not give me a resolution, I would contact my credit card and dispute the charge and report their company. I have been on the phone with them for 2 hours as I'm typing this. I now have to wait until Monday and tonight is Thursday night for another refurbished phone. I recommend to all to put it on your Visa so you can dispute with Visa. I now have to call Sprint tomorrow to get the additional $100 charge off my account that they (Asurion) put on tonight. That is $200 for a nonworking phone. How can they do business like this? We are paying customers. What is the monthly fee for? I also am paying $130 to Sprint for the simply everything plan that I have not been able to use for the last 2 weeks.

They refused to replace a faulty refurbished phone because it was 2 weeks outside of their ridiculously short warranty period. I spent an hour on the phone going up the chain until I was told by a supervisor that the phone was broken due to "customer misuse" and when I asked "do you believe that it is outside the frame of reality that by chance, there was a refurbished phone that was fixed for one reason, and the issue of the phone port being broken was overlooked, and I received a faulty refurbished as a result? ", she said "yes, those things just don't happen".

I then retorted, "so you are basically saying that I am lying? " to which she replied, "yes, yes I do". I was appalled. I had no choice but to pay another $50 to get another phone but after that, I immediately dropped my insurance for all three lines under my name. They will never receive a dime from me again. I find it funny that she told me "these things don't happen", and now I see all the complaints from this company. I had to pay $50 for a faulty phone and another $50 for one that was refurbished and still buggy.

I have been to the Sprint store over 20 times, just trying to get help with non-working phones. Asurion is a rip off. I am 100% convinced they do not fix the phones they receive. I believe they wipe them off and send them to the next poor sucker waiting to get a working phone. Five times, now, this has happened to me with Asurion and Sprint. This is a bad company and they are stealing money from people who, in good faith, pay for assurance. Total rip off. Shame on me for trusting them, one more time, with my son's phone. I hope someone does sue Asurion. I'd love to get my money back.

I'm not getting resolution to this issue by Asurion or Sprint. My wife has made a formal complaint with UPS where cell was mailed. Now, the third cell they mailed is also malfunctioning and they are claiming that this is my third claim. This is erroneous. I've only made one claim to date. I've been a customer for Sprint for 12-14 years. How can they treat their customers in this manner? Every time I call them, I have to rehash the entire story again only to be told that they cannot help me and I get transferred to another department within Sprint and the phone rings endlessly without anyone providing assistance. Sprint has been less then helpful and Asurion just doesn't give me the time of day.

I have spent countless hours on the phone trying to resolve the issue. I am not in good health and the aggravation is exacerbating my medical hypertension, etc. I do not have $645.000, nor should I pay for this since I didn't lose, steal or otherwise keep the cell. What would I do with a cell that cannot be activated? I'm a law abiding, combat veteran and paying citizen. This is not right and unfair to mistreat a customer that has been loyal to this company for 12-14 years (give or take).

So I called Asurion and stated my problem. They tell me it was physical damage. I told them they were wrong! I work for the carrier and I was looking at a technical bulletin right then which notes the defect in the screw in the slider. I even went on to tell them how to identify which units are affected by this issue. So they told me once again that it was physical damage, and my only recourse is to pay another deductible to have the phone replaced. I don't know if they are aware, but if you have two claims in one year, your insurance becomes useless for another year! At this point, I am canceling my insurance on all my lines. I pay approximately $130/year for insurance, plus a $39 or $89 deductible depending on which phone is lost.

At that price, I can purchase a certified pre-owned device and have no worries. I'm appalled to know that Asurion can pick and choose which manufacturer's defects they will honor. Had I not been an employee of the carrier, I would have never known. So far I paid insurance for a year at $4.49 for this line. I've paid my deductible of $39. And now I'm facing another deductible of $39 or I will need to purchase another phone either in contract or through a third party.

I called Asurion and explained again. They said no problem, they would mail me a mailer envelope that I could put the new phone in it and send it back. They could not however restore service in the original unit until they received the new phone. They told me to go ahead and use the new unit until I received the mailer. I did as they instructed. About 3 or 4 days had passed and I still had no mailer. I called and they said they would ship another one. Finally on the 7th, I received 2 mailers. USPS, not a sticker for the original box that was shipped UPS. I thought it was odd, I called them and they said to drop it in the mail. The mailer was only large enough for the phone, not the box that was shipped to me.

The charger, car charger or manuals did not fit. I did as they instructed and dropped it in the mail. Long story short, it is the 28th and they have no record of receiving their phone that I mailed back to them in their mailer. I paid Asurion a $50.00 deductible and I still have no phone, no refund and since they have no record or way of tracking their mailer that they sent to me, I will be charged $300 for that phone. So this is the damage, money. Phone service paid without the ability to use it, $50.00 deductible, $300 for the lost unit, over 10 phone calls with issue still unresolved lasting a minimum of 15-20 minutes.

It sounds to me like you need to take the time to read and understand the insurance you are signing up for. We are so spoiled as customers that we think we should be able to pick and choose the way things should work. Take time to educate your self, and then make an educated decision. You get upset about paying monthly premium, and then when you file a claim, you have to pay a deductible. Is that not how all insurance works whether it be medical, car, or home owners, etc.? The key word here is "insurance." It all works the same way. Quit crying and man up and take time to educate your self!

The phone has not been dropped nor subjected to liquid, so how is it physical? I've had this refurbished piece of crap for less than 2 months. Seems like they would be willing to fix the trackball for free. I would be a fool to pay $100 for another refurbished phone, send them this phone in which they will fix the trackball for $2.99 and sell it for $100. I'm the CEO of me, I wish I would let some company outright profit off of me! I am sure Sprint is aware of this scam, so I cancelled my service. Luckily, my contract expired in Dec 2009. Sprint you need to get it together.

Eventually, I got fed up and just kept it short with her. It was very clear that she had no concern about my loyalty to Sprint and to Asurion. I might as well cancel my insurance and just save the damn $7 a month, then if anything happens to my phones in the future I can just buy a new one. By the way, this phone they charged me $100 for, I can get the new model for $50 through Sprint. But now its too late to cancel because apparently they ship orders out the second they hang up, "apparently". Another thing is they are sending me a refurbished phone, I am not even getting a new phone. So I payed $100 for an out of date model refurbished phone! They are nothing but crooks, your everyday run of the mill insurance company. In the end, this phone basically has cost me about $940, for a $50 dollar phone! $7 a month for at least the past 10 years and another $100 on top of that. Crooks just plain crooks.

So I spoke with a higher up and he told me there was nothing he could do to get my phone to me the next day and I would have to settle for Monday June 7th, 2010. This phone is my only means of work and contact. So now, I am out for an entire week of work because Asurion doesn't know how to do their job. Out a complete week of work because Asurion has the most horrible policy and most inept people working for them.

So, I agree to send in the working phone, no deductible was talk about. Next thing, I know there is a $100 added to my Sprint account for deductible that I never agree to yes I got the new phone but you also got my working phone and you want me to give you $100 dollars and I'm stuck with a broken Blackberry send me my phone back. Sign you can't spend my money.

I just explained to the Sprint representative that I needed a warm transfer to a person with a pulse. I didn’t say it like that. I was polite on the phone. So I hang up and called back and the Sprint representative warm transfers me to a chick named Maria who had an accent so thick that I almost asked for a translator. Finally, she tells me I can’t close my claim and it would automatically cancel after 60 days. I asked her what would happen if my phone was lost or stolen and she couldn’t confirm that I would be able to use my insurance during that timeframe even though I’m still paying for it.

When the phone arrived, the keyboard came off the phone the next day. My daughter was able to get the keyboard to stay on and the phone seemed to work properly and not wanting to go through the frustrating process of trying to return the phone, and since it seemed to be working she figured it was okay. For several days it did work okay. After a couple of weeks, it started to randomly do strange things. Now when the phone is about two months old, Asurion says that I need to pay another $100 to replace it.

They said that the warranty is void because the keyboard came off and we should have sent it back within 7 days. I say that a phone to last 2 months with absolutely no physical damage on our part just faulty equipment sent by Asurion and a loop hole they want to collect again. $100 unfair charge for faulty equipment sent by company.

I had to get my son a replacement phone because the buttons starting come out of the pad on his Chocolate. The replacement did arrive in a timely manner; however, it stopped working the next afternoon. I called these "lovely" people they have in customer service who informed me that I never activated the phone. Well that's hilarious...it was fine to make and receive calls and texts for the brief 12 hours that it did work. I called my carrier while on my phone with Asurion who informed me that it was activated! The man on the phone with Asurion was rude, talking down to me and very condescending. So had to wait again...this time for a replacement phone for the replacement phone and since I had two phones out at the same time, they needed my credit card information. Serious?

Second claim, no glitches. The phone took a rain bath for about an hour and was acting funny. However, by the time that replacement showed up, the wet phone was working just fine (I love LGs).

Third claim has since been canceled and I ordered a phone from my carrier. The original phone was lost back in February. When I entered the information online, I input the wrong date of loss. My bad, I admit my error. I was not able to make any corrections and ended up having to call them again. Great! So the lady this time tells me that she can fax over the affidavit for me to fill out and send back. I don't have access to a fax so I asked her to mail it out. I sent it back the very next day that I received it (a week after the request) with all the information. I even called my carrier again to make sure that I had the right date and ID number.

That was a week ago. Today I check my email and guess what: there is an issue with that claim. They have a date of March 4th for the date of loss and I am looking at what I faxed these people showing 2/5/10. The "lovely" person I spoke to this time was also condescending, talking down to me and talking over me.

I work in a call center and have been doing customer service forever and a day; do they even train these people or just pick them off the streets and put them on the phone?

Shoot me in the foot! I will Never have insurance coverage on my phones again! The amount I paid these people each month plus the deductibles, I could have bought brand new phones.

They are holding me responsible to pay back $200 because they lost the equipment I returned to them. They need to make a better return system such as a system that has a paper trail so they can't falsely accuse and hold customers responsible for paying for things they do not owe. I pay for insurance for a reason. Besides, I returned the equipment. They can look at my records I have always paid bill on time and etc.

On Monday, I was told that my credit card (that has a zero balance) was declined. I was recently robbed, so I thought that maybe there was some mix-up between the old cards and the new ones.

After speaking with the credit union, I called back on Tuesday and assured the rep that my card was active and in good standing. Again, she told me it was declined. I used a different card. According to Asurion, that card too was declined. I then called my credit union on a three-way call with the Asurion rep and the credit union employee asked the Asurion employee, "how could she know that the card was declined when there was never an attempt to run it?" She said that whenever a card holder attempts to use their card, it can be seen on their system. She was obviously embarrassed and said that someone would call me back. On Wednesday, I called again (when no one called me) with my Mom on the line, armed with her unlimited Amex. The Asurion rep said everything was fine and that I should receive my phone the next day.

I called this morning to try and obtain the tracking information, and was told that none of the cards that were given were acceptable. It was suggested that I go to the local Wal-Mart and purchase a prepaid Visa card and call them back when I have "guaranteed" funds.

I will be purchasing a new phone from our local Sprint Store in the morning, but I am hoping that there are others who are just as angry, disgusted, and ready to do something that will join together and protest this fraudulent, lack of integrity, bogus company? After recently being robbed at gunpoint, I can tell you that I'm very tired of being a victim! This has got to stop!

Today I received another email stating that they will not process my claim because the phone that is active is the one they will send me. That's not the phone I paid for, but is the old broken phone I canceled and reactivated when the new one was lost. They also stated that my ID was not clear, which they did not mention the first time I sent them my ID. I have never lost a phone, there is clear evidence that purchase of a new phone is on the records. The new handset is not being used. I have my receipts. I have been misled.

My old phone freezes, cannot get any emails, text and cannot make calls. This is my only way to communicate as I have no other phone. Asurian has completely let me down, it seems as though I may have to go in and buy another phone. 5.99 multiply by 10 years, no claims plus a 88.00 deductible for a 178.00 phone and no fast replacements. They are robbing people.

I started a claim and again, they demanded a copy of my driver's license. I reminded them they had one on file from before. They said they don't keep that info on file. Since I do not have immediate access to a scanner and fax, this is a huge hassle. Besides, I need my phone now because I rely on it for work. Again, if I send in my photo ID, it will take them 2 to 3 weeks to decide if they're going to honor my insurance plan. I pay $7 a month for each of the three phones on the plan. It's not even worth it. Hopefully, Sprint will be able to fix the issue. After this, I'm cancelling the insurance and saving the $21 a month. Asurion is absolutely horrible to deal with! I wish Sprint would go back to the previous company!

I contacted both T-mobile and Asurion regarding the lost phone claim. A phone I had paid for including the insurance each month and the "special features" the myTouch require per T-mobile. I was told, because the smart card had been transferred into another phone, that the insurance company would not cover the claim for the original equipment covered (myTouch), that my contract was for and that I thought I was paying insurance for.

So I have been screwed over because I can not get a new phone even though T-mobile was gracious enough to contact the insurance company on my behalf to provide proof of purchase for the myTouch on my account. I have been with T-mobile since January 2001. So now I am being charged the early termination fee and have paid insurance for equipment that apparently is not covered because of a brief sim card transfer into another phone.

What I agreed to was insurance on the phone equipment not the smart card. The smart card cost about $20.00 whereas the phone was over $150.00. Despite many hours of phone conversation, I was neither helped by anyone at T-mobile to correct my issues or anyone at Asurion. Bottom line: Don't insure your phone because it's not the phone they insure, it's whatever you put your smart card into and they will not honor any legal claim for the original equipment you paid for. It's a waste of your time and of your money.

I then realized a phone I sent back must have never deleted my email icon. The phone did not work. I surely could not and with all their privacy policies and under law Asurion or Sprint should have made sure it did not have any previous customer's vital information. Did they not care about the potential identity risk this ran for me? I called Sprint and they informed me it is Asurion's fault not theirs. After that, they removed this old pin /old phone now owned by some other person and told me she can no longer get my emails. But how do I know she did not write it down and will open a credit card in my name tomorrow or did she already? This is stress. I have worked so hard in getting my credit back up to par and the thought of someone ruining it due to Asurion's mistake makes me sick to my stomach. Not only that there was a lot of other people's private info, I could get in trouble for if it got out.

So as I type, I am waiting for a Supervisor to call me back from Asurion. Sprint was nice enough on the third phone call to call them for me since I could not get past the first prompt "enter a valid phone number". My number is valid but the automated service did not recognize it and hung up on me every time I tried. The woman I briefly spoke to from Asurion who promised a call in the next 24 hrs commented and said this has happened before. They must not be too worried about liability and basic customer service. Well I am requesting they pay for my fraud alert account I am getting. I would rather be prepared if this other person who got my info tries any funny business. I do not want to wait and cross my fingers she is a good soul.

To sum it up, Asurion is not a good insurance company from my experience and what I have read.

On 12/28/09 I called them back because I still had not heard from them. The lady asked me for my birth date, if I had ever lived in a certain city and asked me about another list of cars. After all of this, she transferred me to someone who will arrange for free shipping of a new phone. That is when I found out there is a $90 deductible and the phone won't include a battery. What if our current battery is damaged? From what I have read, it is a used replacement phone that they send - not a new one. I told them to forget it!

I am leaving for Christmas travels tomorrow, so I broke down and purchased the items myself today. I had to pay $85 for a new battery, $25 for a new charger, and $20 for a new SIM card. This is all on top of what I paid to Asurion all because they were unwilling to help me out. Once I got the phone working again, I called them once again. I waited on hold for about 15 minutes while they found a customer service representative to help me. They said that they had contacted me via phone. I think what they were referring to was the 1 voice mail that was left in response to my numerous e-mails and phone calls where someone told me to call Asurion again. Obviously I was unable to receive the phone call since they did not ship me a SIM card or battery and I was unable to receive phone calls.

They receive them in boxes all mixed and dirty. Some of them are lemons. They separate and clean the cellphones with hand sanitizer and acetone to have the logos removed. Other group refurbish them, have the housing and/or keypad changed, weld interior parts and try to make them look like new. But the reality is that the exterior is new, but the interior is a crap. A garbage. When they refurbish the cellphones, they do not test them for performance because they have no equipment to do it.

It is not the point of receiving an upgrade phone, but a good one. I work for PCS Wireless. Once I started there and saw how it was, I cancelled right away my insurance with Asurion. You pay tons of money for the insurance to Asurion and they use cheap companies. Asurion is not a legitimate company.

So my terrible Samsung Rant has cost me $0 (initial cost from Sprint) + $50 (1st replacement) + $50 (2nd replacement) + $125 (cost for somehow them not receiving the phone as if I want their defective phone) + $3.10 (tax for the defective phone I returned) + $7x9 (cost for program times months enrolled) = $291.10! These phones go for under $50 on eBay! This company is a rip off, another ingenious way to take your hard working money. Don't sign up. Save yourself the time and hassle! Cancel if you are enrolled in their program!

While I am very grateful I am covered with a warranty, the sheet of paper I got with the shipping label to use stated that Asurion would call me to let me know that they received the Xbox and that they would email me as well, and do the same when they shipped it off again. They didn't do any of that before and they have not done it this time as well. When it was off in March, I called them the day my Xbox ended up arriving, and they still didn't tell me they had shipped it.

The problem got worse and worse, and three months later, the charging port quit working altogether. I called to explain the situation again and asked them to send me a second replacement because this one should still be under warranty. I was told "since you wiggled the wire so much, you've damaged the phone" and they would not replace it without my filing another claim and paying another $50. Asurion should be investigated for their business practices. It's not about the loss of money, it's about being an honest and reputable business and serving the needs of your customers. They have not served me well. If they are replacing a piece of equipment, they should be required to replace it with new equipment, not junk that they've pieced together.

After reviewing the complaints listed on this web page, I feel fortunate to have T-Mobile as a provider. T-Mobile customer service felt strongly enough after two conference calls with the customer service supervisors at Asurion that to let a long time customer get hosed was not in their best interest and honored the insurance claim on their dollar... I paid the deductible to T-Mobile and they are sending via express mail a replacement for stolen phone that Asurion used legal loopholes to deny. I requested from T-Mobile a refund on the two months premium I have paid on the three new phones I purchased before Christmas and will look for a more honorable, integrable and reliable cell-phone insurance company to do business with. I read where another complainant had asked for a class action lawsuit and I must wholeheartedly agree that from what I have read and experienced myself, that it is long overdue with Asurion and if a State Attorney General from MO does not take some action, then an Attorney General from another state where this Company does business should. I am going to write, e-mail, and phone the Attorney General in this state to express my disgust and sense of violation that dealing with this predator corporation has meant to me.

My husband said no way, because at least the first replacement could make phone calls, and he wasn't leaving her without a phone. They told him they wouldn't ship a new phone until the phone had been received and processed, which could take upwards of 1-2 weeks. They told him he could go to a T-Mobile store and get a loaner and if he sent both phones back as soon as they showed In Transit in the UPS system, it would pop up in their system and a new phone would be shipped within 3-4 hours. So my husband shipped both phones back and got a loaner. He called two days later after the new phone failed to show up. They now told him, both phones had to be received and processed. He spent over an hour trying to get them to ship a phone like they said, and they hung up on him.

He called the next morning, finally got through to a supervisor who told him that there was only one person in the entire company who shipped replacement phones and they were out due to a family emergency, so a phone wouldn't be shipped until they returned. My husband, who had spent hours on this issue said fine, but he wanted a refund because they weren't shipping a phone. The supervisor said no because a new phone would be shipped, eventually. My husband then said that there had to be another person in the entire warehouse that could ship a phone... and she told him there wasn't. This went back and forth and finally she said that someone would have to drive 30 minutes to the warehouse to authorize the shipment of a phone. We still do not have a replacement phone, which we paid for - we're still waiting for 'eventually' to come around and are still spending time on the phone fighting for a new phone.

Well, he didn't have the phone that long and the screen went blank and he could not answer the phone or get his text messages. Asurion was going to charge me 50 for another refurbished phone. I got a hold of Verizon and they told me that I should not have been charged the 50 dollars. I ended up getting him a new phone and not a week after he had it the ink inside the screen exploded making it impossible for him to see the screen (Samsung Glide). The tech told him that he must have had it in his pocket making it explode. When I contacted Asurion I asked them if there was any way possible he could get a new phone seeing how he only had his a very short time. They stated that they did not know what he would get more than likely a refurbished phone and I had to pay 50 co-pay.

What a bunch of crock. I believe that no matter what happens to your phone your fault or not, Asurion is going to make you pay the 50 co-pay. Something should be done about this we pay each month to have it and then pay again and again if you have a problem with your phone. About getting water or moisture in your phone, Verizon told me that if you put them in your cup holder in your car then it will get moisture in it. I looked in the book and nowhere does it state this. The damaged that resulted is that I had to pay 200.00 for phones that I cannot afford to do then on top of it 139.00 for a new phone for him because the refurbished ones never seem to last that long.

Because as the rep Roger said, his Manager Tracey told him that what I described was not covered by the insurance. I reminded him that that's how I received the phone. He said that since I had the phone for 8 days (I rec'd the phone last Tuesday) that's the only way I can have the phone replaced. I asked who else I can talk to. I asked him for the name of his CEO so I can write a letter and he said he doesn't know. I told him that I can't believe he doesn't know who his CEO is despite the fact that it's public record can find it out anyway. Anyway, I was able to get an address: Office of the CEO/Customer Satisfaction/ POB 110656, Nashville, TN 37222. I urge all of you to send in your complaints to them.

In June 2008 the telephone was washed. I filed another claim and received the replacement phone as well. Paid my $40 deductible for each incident. The problem is that when I filed the 2nd claim, I was advised that my insurance would be terminated. Okay..I understand that the language says that the insured can file no more that 2 claims per 12 month calendar year on any covered line. When I called both Tmoble and Asurion to determine what date I would be able to have my insurance reinstated, I was advised that I would NEVER be able to have the insurance reinstated as the policy also says that coverage can only be added within 14 days of purchasing the phone. Now this isn't applicable in this situation because I've had the phone for some time.

It's going to be trying to add insurance to a phone that was canceled, by Asurion. To clarify, the only reason my coverage was taken away was because I filed 2 claims within a year. I was under the assumption that I would be able to have it added back at the end of the 12 month period, but now found out that there's no way for this to happen. So basically, they've taken my monthly premiums for several years and I am only allowed to file two claims.

There's no language that says you can't continue paying your premiums and file additional claims, if needed, after that period has passed. They are basically forcing me to purchase a new phone (and extend my contract to get a resonably priced phone) in order to have a phone that is insured. Any suggestions? I say there needs to be a class action lawsuit started against this company.

Economic damage is the time spent away from work being placed on hold, transfered here and there.

I advised her that I was not notified of the cancellation. She then stated that she has reinstated the insurance on my account at which time I wondered how she could do that if she said it was Assurion that had cancelled it. She then gave me the phone number for the claims department of Assurion and told me to call them to file my claim and let them know that the insurance had been reinstated.

I then went on to call Assurion who also told me that I did not have insurance on my cell phone. I had lost my phone the day before so when I told the lady at Assurion that and then told her that T-Mobile reinstated the insurance on the day I was calling, she advised me that the company could not replace my phone because on the day I am saying that I lost it the insurance on the phone was not active. I do not feel this was right.

My question is, could the insurance company cancel the insurance without notifying me and giving me a reason for the cancellation? I feel that if they no longer wanted to insure me they should have let me know why and given me the option to insure my phone with another company. The whole cancellation and reinstatement process just gives me a sense of something is not right.

I called Verizon, who contacted Asurion and confirmed that I had insurance. Asurion's response to me was that they were sorry for delay because of computer glitch on their end.

Next I am told that Asurion can not honor claim because a customer representative put in two different dates of peril and I have filed too many claims at this point. Again, this was an error on Asurion's side but nonetheless, I am still denied a phone.

Then, I am told that if I print out an on-line form and fax it with a copy of my identification, I will finally have resolution to this issue.

However, once I follow through with the instructions, I am told by Asurion representative that the phone I put a claim in for will not be replace. I would recieve an LG phone to replace a 2 month old Blackberry 8330. I explained that this was unexceptable and I wanted another Blackberry.

Next, I am told I will get a replacement Blackberry if I pay the deductable. I paid the $50 copay as instructed. Delivery for my phone was schduled for Monday. However, I never received a phone.

Then, I call Asurion and they inform me that there has been a delay in shipment and that my phone will be arriving shortly.

Finally, the phone arrives. I called Verizon to activate the phone and Verizon explained to me that the ESN number was not on record and that Asurion put another ESN number on my account and so my phone can not be turned on.

I called Asurion to explain that the phone that I had patiently waited for was not functional and that they need to contact Verizon. Asurion directed me back to Verizon who again explained that Asurion needed to clear the issue.

I called Asurion and they informed me that there was an issue with the phone number and claim date and that was an error on their end. AGAIN.

Asurion told me to pay ANOTHER copay and send back the phone. Asurion said they would send me another replacement with a correct ESN number to be activated by Verizon.

Well, fool me once, shame on you. Fool me seventeen times, shame on Asurion. The narative of my experience can not communicate the amount of frustration and hopelessness I felt during the past several weeks while dealing with Asurion. I spent many, many hours on the phone with Asurion. I have been without a cell phone for over 60 days while I am still required to pay for service that I can not use.

Lastly, the unprofessionalism I experienced is insurmountalbe to any I have ever been exposed to before. Rude representatives, terrible follow-up, incorrect data entry, and incompetence Asurion demonstrated is perplexing. An example of the ignorance of this company is demonstrated when I recieve a call back from a supervisor after midnight to clarify information. When I refuse to entertain a phone call this late, her supervisor calls back. My phone rang agian after midnight waiting my children.

I have lost money related to the amount of time spent dealing with Asurion. (HOURS on the phone and time off work to sign for phone that was never shipped)

I am paying monthly payments on a phone I do not have and I have paid for insurance for 18 month so that I would be protected.

Asurion collected my monthly payments and my copay and has NOT provided me with a phone. THIS COMPANY IS FRAUDULENT.

Now, I am registered Nurse. Seven hours multipled by $40, add a day off work - 12 hours multipled by $40, add monthly payments to my wireless carrier for phone I do not have 2 multipled by $130. My economic damages total $1020

The replacement phone must be a refurbished one because it started to act up in 2 weeks. On Monday, July 21, 2008, it cannot hold a charge. I went online to buy a spare battery for $40. IT did not help. Call Asurion tech support. They asked me to remove the battery and look for a dot like a pencil tip and report what color is the dot. I honestly told them it is red. They told me it was shipped white and it must be exposed to moisture. My son had never drop it in water nor expose the phone to any moisture. I think Asurion shipped the refurbished phone that way.

So this is very expensive insurance. You are better off saving your monthly premiums and buy a new replacement phone that you know will work! Oh by the way if you are too honest, you are taken advantage of. Next time, if your cell phone is not working, just report that it is lost because you do not have to send a lost phone back but you have to send a damaged phone back and if you do not put tracking label on your returned damage phone, they can say that they did not receive your damaged phone and charge you $200 for you refurbished replacement phone that may quit working in a month.

Being a full time working mom, I do not have the time to deal with this type of BS and that's what they are counting on. I have to get up at 5:00 am to logon to phoneclaim and download the affidavit form, fill in the info, copy my ID card and fax it in.

I guessed myself that it would not be there by Wednesday, as I am in a somewhat remote area. When my phone was not received by Friday, I called and voiced my complaints, tears and all, as they had totally screwed up my schedule, not to mention the amount of time I had spent on the telephone with Asurion and T-Mobile. At this point, I found out that DHL does not service Maine, and that the phone was dropped with a post office in RHODE ISLAND to be then forwarded to me. They gave me a 31 digit tracking number, that is totally invalid, the post office has never heard of this number!

I called Monday the 14th, and was assured that it would be here by the 15th. I called the 15th, and was assured that it would be here by the 16th. I called on the 16th, and was of course told that it was lost, and that they would need another address to ship to as DHL DOES NOT SERVICE MAINE! Well, this is not Thursday, July 17th, I have no phone, I am out $70.00 and needless to say, I am at wit's end. I can't file a small claim's suit, as they are in TN.

All I can do is file complaints, and hope to recoup my losses. I am also going to call the bank/credit card company to see if they would be able to remove this charge from my checking account. My only fear being that they add it back on next month. At this point, I am out the $70 for the deductible, and $5.99 a month for the phone since last June, which is about $80.00.

Many hours on hold with Asurion. $70.00 deductible, and at $5.99 a month, about $80 for the assurance of having the phone replaced.

I dont have access to email when I am not in my office, I cant look at my contacts, who has called or who is calling. The second my contratc is up with TMobile, I am out of there.

I have paid them for a service and they have refused to deal with the claim in a timely manner. I think the fact that these phone companies refuse to replace damaged phones without restarting contracts requires consumers to purchase these expensive plans and then the insurance companies hold you hostage and try to get out of replacing a phone when necessary, I have not had a claim for 18 months- now 2 in 2 days must surely be seen as an emergency.

Well, because I had not spoken with anyone in the last 24 hours it was necessary to do everything again. I still do not have a phone. I was so frustrated with the whole ordeal. I want a class-action suit against ASURION. They are just collecting money and delivering no services. After doing everything a second time, I was told that I needed to pay a deduction. I pay every month religiously. This is my first time filing a claim and the experience left me feeling used and thrown away.

When i realized it said ASURION again, i was furious! I emailed the tmobile customer care and they confirmed my suspicions. They did remove it when i called them to dispute back in 2005 but then ASURION turned around and re-activated it. they did not notate why or who did it but suggested I call them. I have just now sent them an email demanding a response in writing and a reimburesement from 2005 and on! I cant believe that this optional insurance which is supposed to be added by the customers request only.

Being that this is the second time its happened, its so stressful. At 5.99 since 2005, its money that was billed and added that was unauthorized. I call this stealing.

Phone stop working, they claimed the sim card wasn't in that phone that day. Hello, I keep telling them it not working of course it would not show up their end of confirmation computer sim card system. It will show up the older working phone that my daughter had. If the broken/not working phone do not work it will not show up in Asurion system. Their concept policy is incorrect and very retarded! Plus they would have charged me 70 dollars to replace it, the store is much cheaper. What's the point having phone insurence! I am deaf and my daughter is hearing. I will not accept any attorney fees, Asurion is the problem they must paid for all attorney fees to adjust their policy/rules and high charges.

They send me a phone as a Motorola but it isn't. It is also defective, the USB opening doesn't close all the way and it remains hanging open. I contacted Asurion and the tell me that they apologize for the inconvenience but that I have to keep the phone because it doesn't have any techical problems. I requested a supervisor and the rep just repeated the same information.

So in a few words, they charged full price for a fake broken phone and they refuse to replace it for the equipment that I paid for.

Loss of coverage for one year and a $50 charge on my phone bill, that, so far, I am not paying.

I called Asurion that morning to tell them what happened. They transferred me four times because those representatives were not able to help me with this type of claim. They put me on the phone with a supervisor, who was a jerk and he told me customer services would be contacting me. She called and left a message and I called her back the next day. She told me that all electronics can burn you and was extremely rude and hateful. They said they would send me a courtesy phone. I told her I do not want the same kind of phone (why would I want another phone that could burn me?). She got nasty with me and told me that the phone I had was brand new and not refurbished (it was a replacement phone from an earlier claim in June). She said I could pick a new phone and call her back by 5:30 and it would shipped the next day. I called 3 times and she did not answer and I left a voicemail. It has been 5 days and no response.

I will have to use my time, gas, and wear and tear on my car to return to the store (where the sales clerk lied to me) and spend more time having to point out that I pay insurance on my phone equipment; and since it was obviously a problem with the phone itself, (I hadn't crushed it, gotten it wet, etc), my phone should have been covered.

I took time out my schedule and visiting a local store (my provider store) and explained the issue to the service technician on hand. He stated that since I did receive the equipment from Asurion they would not be able to assist me, but he would in fact possibly tell me what was wrong. I've explained to him in detail what was going on and then I stated the earpiece is blown; he agreed b/c the problem replicated at the store.

I called Asurion and I spoke to the first slack rep. (1 of many) that stated the phone was bad and he needed to get me over to their tech. support to have a replacement phone sent. He hung up on me during the transfer. I called back and spoke to the 2nd incompetent rep. that repeated the same procedures the first rep. did and then stated to me to take phone to the store. I advised her that I was not going back to the store and then reiterated the same info. (that I listed above). She then said well, let me see and the call ended.

At this point, I was disgusted with Asurion lack of service for their product. I called back after an hour and reiterated the same issue to the 3rd rep. that wanted to repeat what I already done before and I refused. He said that he would not be able to do anything b/c he personally didn't walk me through the procedure. I asked for a Supervisor. Did I get one? The answer would be NO!!!