Asurion Reviews

Lost phone out of state and called to inform carrier of issue. Placed claim and received replacement in 2 days. I would highly recommend this service for your cell phone. I've had insurance on previous cell phones and never had to use it until now.

Replacement phone came very fast and when I called for help to set up new phone they were very helpful. Walked me through the set up and was very easy. The customer service person that helped me was very nice and polite.

My experience was great except for one dropped call. Everyone was very helpful. It was great to receive my new phone so quickly. Their knowledge was superb. It made my experience nice. Everyone was polite and helpful. They were also patient with me.

The protection was or is more than adequate, and assisting representative was enough knowledgeable leaving slight improvements on questions without being too much inquiries or lack of which, customer was calling. Thank you for reviewing the insurance return for damaged device to new phone.

Great customer service on the chat. Friendly staff and accommodating service I received. As it was promised I received my phone the next day. The technical team was a great help on transferring all my data and apps as well as pictures.

I think the affidavit can be a pain for people but overall great service! Received it overnight, our daughter was very happy because she couldnt use her current one because half the screen was not recognizing any touch. Thank you!

Quick and easy process filing my insurance claim! Also, my replacement arrived super quick! Very pleased with my new phone! The lady that helped activate my phone was very friendly and helpful. Overall, a great experience for an unpleasant situation of having to replace my phone.

Very helpful staff and phone replacement arrived in 2 days just as I was told. So far everything has gone great. I took my old phone to post office as soon as they were open due to holiday. The only trouble I experienced was trying to transfer things from old phone to new phone because the old phone kept turning off.

Fast and accurate. Delivered on time. Replacement Equipment was as expected. Recommend this service to anyone. It is worth the price paid per month. I didn’t even had to talk to an agent. Everything was done over the internet (their website).

Asurion made a bad situation a lot better. Very friendly, quick, efficient, customer service. Extremely happy with the whole process and they had a replacement phone here within 24 hours of starting our claim. I am glad I had this coverage in place.

The store we went to gave us the wrong information and when we didn’t get the phone on the delivery date, the rep at your customer service center explained it well! We received the new phone as stated, however I put the card in wrong and had to reapply, everything went smoothly! Thank you Verizon for always taking care of your people.

Fantastic - you have always come through for us. Would not even consider NOT having insurance on phones in this day and age with four phones in the family and the cost of a new phone. Your process is fast and easy.

You guys went above and beyond when the service tech kept rescheduling on me. I was thankful that you overnighted me a phone as I work from home and needed a screen I could read. The customer service agent was very friendly and helpful. The process to file the claim was simple. Thank you.

Replacement was shipped immediately and in this instance was very inexpensive. Really appreciate the prompt service and great customer service that I received. Wish the deductibles for the iPhone/iPad products was lower and some of the Samsung Galaxy products as well.

I cant remember the girl name that helped me on transferring and setting up my new device but she was extremely helpful and informative. The entire experience was quick and painless. She explained everything and made sure I was okay during the whole process. I would definitely recommend a friend.

Great service and fast delivery. I’m a bilateral amputee and Asurion showed lots of concern to expedite and make sure my replacement delivery was fast prompt and easy for me to get and active the store on 93rd Avenue West Flagler street was outstanding very knowledgeable and courteous staff. I’ll definitely recommend to all my family and friends. Thank you and Happy Thanksgiving Day

I was happy when I received my new phone because my old one didn’t have much storage and my new one does. Now I can take twice as much picture than before. I am happy that I paid the insurance on my phone.

I am very happy with the service I have received. Would recommend to others. Have had to use the service several times, have not had any problems. Customer service representative very helpful and very courteous. Cost of coverage is responsible. Terms of contracts are easy to understand. Cost of replacement items are minimal.

We have been with Directv since 1996. We have had their protection plan since then. The plan costs 20.99 a month. We made a claim for our TV on Nov 8, 2019. The TV had a bad data board (according to tech). We paid the $50 deductible as per policy. Policy says repair or replace. No tech ever came to our house to inspect TV. Tech called and asked what was wrong with it and asked for pictures which I provided. Nov 15th, 2019 I got an email only saying “your repair is complete." When I called for an explanation they said my TV was abused because it was located in a sunroom! Supervisor for Asurion / Directv (Richard) demanded that a technician came to my home and said it was abused and therefore was keeping the deductible as well. No technician ever came to my home. Tech told me on phone that it was a $30 part. Needless to say, I’m canceling my policy and plan on taking it to small claims court.

I am satisfied with the service your company provided. The phone was delivered in a timely manner. We did have a little difficulty turning on the service, however after a chat with your virtual agent the problem was resolved. Once again thank you!

Fast, efficient service... Really glad that I had the insurance coverage. This was the third or fourth time I have had to use this service and each time the service has been great! I would recommend this for anyone who has two teenagers who are hard on their phones.

Asurion reps were easy to understand and very helpful with setting up new phone. Service was prompt and they called me back on time during the downloads. I also had some other questions regarding the iPhone that were answered not related to the set up. Very Helpful!

Very easy process. The customer service was outstanding and again very easy to deal with. They were doing their best to ensure the phone was working correctly and knew how important it was that it was resolved quickly. Great experience and I would recommend them to anyone!

I scheduled a replacement of the cracked screen on my Galaxy 8, but when the contractor couldn't obtain the parts, Asurion sent me a replacement phone and instructions to transfer the contacts, email, apps. Etc. The on-line from customer service was very helpful.

Very polite. Very fast and very efficient. I will continue recommending your service to my friends. I was also very pleased with the follow up that I received. I felt they were genuinely concerned about my issue and were willing to do whatever it took to help me.

Asurion was very helpful with getting my phone replaced. After the shop tried unsuccessfully to replace the screen (a defective screen and it was over 10 days to get another part) I decided to get a replacement which works beautifully.

Our phone was stolen on a Sunday. I put in my claim that night and my new phone arrived by Tuesday! So quick! And the activation/setup was so easy. So glad I took out the insurance. Thanks again for exceptional service.

The service was fast, fair, and user friendly. I appreciated the service. It was better than other times that I have used the service. This time there was less red tape or hoops to jumps through to complete the process.

It was quick and easy to use my insurance to replace my phone that was stolen, and a new phone came the next day! It was a great relief since it was a very stressful situation. I couldn't wait long to get a new phone.

The service and response to my claim was great, the phone came quick with instructions to set it up. I had an issue and when I called Jacky walked me thru the problem and resolved the issue. Thank you for the service.

Getting a new phone was quick and came with very easy instructions for set up. I honestly never needed to talk to anyone on the phone, I submitted everything online, so I can’t speak to their customer service. However, making things that easy is good customer service in my opinion.

My iPhone was stolen and they were very quick to assist me and tell me exactly what I needed to do. It was a very speedy process and relieved a little stress. Although I don’t have $250 for a deductible At&t is allowing me to pay installments.

Thank you. Quick 2 business day delivery of new device. Easy reset instruction and return of broken phone with prepaid envelope. Should train providers when insurance is bought where to turn if your service is needed. I stood in line at a Verizon for 40 minutes only to be told to make contact with you. So a card of some sort when insurance purchased with your contact info would be nice - or an email with that from you when your assistance needed so we do not have to figure out - since time lapse from day of purchase until have issue - my case a year, by then who really remembers what, who our insurance was with and who to contact. Thank you.

Good work, fast delivery, excellent service, attentive attitude to customers, fast delivery, on time. The goods come well packaged, of excellent quality, no problems. Good work, excellent service. You can call and help at any time. Professional, competent employees work. Everything is honest and open!

We found the case had broke but not the phone. We made a claim but returned the phone. They were there if we needed them. We have all of our phones protected and will always keep insurance. Great company to deal with to protect your expensive phones.

Great service the Asurion repressive made sure phone here the next day. Just pleasure to work with Asurion. Helped with installation with the phone. The representative also made sure how to send the phone back to Asurion. Verizon and Asurion works great together for the customers. Team work is important. Thank you. Lisa

My phone broke on Saturday at work. Contacted my carrier for a replacement that afternoon. I had my replacement on Tuesday (Monday was a holiday with no mail deliveries). The set up directions were easy to follow. Thanks for making this a painless process.

Fast service at a reasonable price with no hassle. Like new condition of replacement phone. Will continue to be a customer of Asurion as they took good care of me when my phone fell and broke. I have three phones and it's good to know that they are protected by Asurion.

Absolutely the best warranty service ever, couldn't imagine how it could get any better than this. Every time I need a replacement, my coworkers are blown away, when I explain to them that I'll have my new phone, in hand, up and running by lunchtime the next day. Then I (smugly) ask them, well who do you use?!?

I started paying for the protection plan on my phone figuring I’d never use it but decided if I ever did need it’d be nice to have. Fast forward a year and a half and I drop my phone and a small crack forms on the front screen, right over the front facing camera. I submitted my request for a new phone saying it wasn’t a big deal but would be nice to get fixed. They sent a new one out and I got it the next day. Amazing service, worth every penny.

I was able to get a newer iPad than I had for only $112 bucks! Extremely pleased! Customer service was very helpful & it didn’t take long to get my replacement device. I will continue to have insurance on all my devices.

My son filed a claim back in September on a camera lens that he had insured through Asurion. It was determined that the lens could not be repaired or replaced so they would issue a check for the full value of the lens. All good, except that the check has never been sent. Every time we call we get the run around and am told a different reason why we have not received the check. "It was sent to the wrong address", "It'll take 7-10 business days for the check to arrive", and the latest.."there's a 5 day holding period before the bank will release the check to be mailed". Maybe all of these excuses are real and the check will actually arrive... When, who knows as the date keeps changing.

The representatives are polite and courteous. The delivery is fast. The process is easy. It is worth the money. The only problem I had was I have had my device over 24 months and I still had to pay them $150 deductible. For 24 months, I have paid Asurion $12 and still had a high deductible.

Customer service was good but delivery lacked. FedEx came on a Saturday, didn’t leave the package and said I could pick it up after 5 but they closed at 545. I had to wait until Monday due to them being closed Sunday.

This was an easy transaction. Replacement for the lost phone came much earlier than expected! Activation was uneventful and quick. Only issue was that the person called to activate couldn't un-suspend the lost phone so they could activate the new phone and I had to call AT&T to activate it.

The insurance claim was processed very quickly and the phone was received in less than 24 hours. The technical support I received by phone was also very good. Questions about deleting my old phone and returning it were answered and I didn’t have to wait on hold long.

Great customer service once I called. When I originally tried to file claim, website said my phone was not in stock. Once I told AT&T rep and she told me to call back and request claim, phone was now in stock.

Great response time and got the phone pretty fast. Phone was in great condition and protech was very helpful. I would recommend Asurion to anybody to get a phone replaced. Process was fast and very easy through the website. Def love the website.

My phone would not charge using a cord. I called and they said my charging port must be bad so I took it to AT&T and they said to call Asurion. I called in the claim on Friday and my new phone was here on Saturday.

My claim was submitted and processed same day but I had recently moved and had not yet updated the address that AT&T had on file. A Reship was also created same day and the replacement was able to ship same day to the updated address without missing a beat, or a day! Great service!

In getting my phone stolen I was helped so much on getting my phone replaced. It was very fast and easy to get my life back. They agent helped with all information and recovery. I didn't get all information back. It was my fault to not update. Everyone should update each week or month.

Quick and stressless! The glitch in the software of my previous phone was driving me nuts, and I got the new one very fast! I believe I got it the very next day at around 9:45 am on a Saturday morning and had data switched over within an hour after opening.

I returned a replacement phone that I did not use, and I was charged for the deductible even though they had record that they received the phone back. I was told I should have called to let them know the phone was returned and I would need to wait 2 billing cycles to see a refund on my account. The customer service rep and supervisor were unprofessional, impolite and I could hardly get a word in. It makes no sense that they have the product back in their inventory and I should be paying for something I am not using, as well as wait 2 billing cycles for a refund. It was disappointing that AT&T would partner with a company that has no regard for customers. Think twice before using this company.

The process was more lengthy than I anticipated. After calling the provided number to activate my replacement phone, the phone attendant tried for several minutes before discovering that the provided replacement phone was on the blacklist. I then had to be put on hold for 10 minutes to wait for someone in the blacklist department to assist. The provided attendant, either needed more training or needed an easier process. I had to be placed on hold several times while she completed the process. Overall, not receiving a phone that was on the blacklist would have expedited the process and made the experience much more positive.

I am currently a student in Canada and when my phone broke, I had to have it mailed to The States and then mailed to my address here. AT&T extended my time to return the broken phone as I had to deal with customs.

Fast delivery. Price is a little high on reverbs, but what can you do when you need a phone. Will always have insurance on my phone for just in case something happens again. Glad for the discount but it needs to be better than half price.

I have a Galaxy S8 from Verizon and have been paying the $6.25 coverage for screen cracks for 20+ months. I dropped my phone and cracked the screen. I filed a claim and filled the affidavit and it got approved. When I tried to proceed with the claim as indicated by an email received from Asurion, I was redirected to a page that had me contact customer service for further verification. The representative asked me a few question about my phone. She asked if there was any other damage. I told her only the screen, everything else is working. She asked me whether I had any other cracks and I said there is a small crack at the back from the same fall.

The service was extremely fast, super straightforward with how to proceed, so simple! I actually put it off for a few days because I thought it would entail some work but that was not the case. I think it took me under 5 minutes to make my claim and the phone arrived the very next day.

Have been an AT&T customer for over 29 years. Asurion handled the damage claim professionally and expeditiously. Kept us updated on the shipment as delivery. Arrived quickly and on time. Received like product. Service like this is highly prized and appreciated. Thank you.

Excellent customer service. Very engaged response time was sufficient as well. It is a joy to have conversation with a person rather than a computer or automated system when it involves an insurance claim. This young man has definitely set the bar for excellent customer service. He very well should be training others.

This was my son’s phone that was accidentally destroyed at work. It is very important to have his phone to be able to perform his job. The replacement was fast and easy. He received his phone the next day and was assisted in setting up the new phone. Great job!

Yes everything worked out, got my phone back quick. My husband drop his phone and I was able to do a insurance claim to get him another. He use it for work also as personal. He was able to transfer his old information to his new phone.

Easy to file a claim. Agent was friendly and helpful. She did an awesome job. Received the new phone in 2 days as the Agent said it would arrive. I will recommend this company to anyone who needs protection with their wireless items.

Prompt and efficient. Easy to navigate, good instructions on replacement and received the case 2 weeks later as it was backordered. It did not come with a protection cover and I had to order it separately.

The replacement phone arrived on a Sat morning, one day after entering the claim. Super fast and the install was easier than anything I have ever done with cell phone changes. I am really pleased with this coverage and speed in getting us a new phone. Thanks!

Had a great experience. Filed a claim and in less than 24 hours had a replacement phone shipped right to my door. The only change I would made is let us get a new phone right at our local phone store so it’s more convenient.

I dont remember having to fill out all the claim forms and send a copy of my ID. It was a lot more time consuming. I understand the security part but it seems like the honest have to suffer for the dishonest.

Other than an agent telling me the phone would be shipped via Postal Service. I responded by saying to the agent that Postal Service does deliver to my home, he said he needed an address. So I gave him the address of my local Post Office. The package was delivered to a Post Office down the Cape, Yarmouth, I think and would be sent back to sender. UPS AND EXPRESS both deliver to my residential address. The result was chasing down what happened and then how to straighten it out so I could get my refurbished phone. It was annoying but not something I couldn't live with, so that is my only complaint.

Customer Service Representative was friendly, patient, and helpful. It took about probably 20 minutes. He guided me as I needed some assistance to back up my phone and get more storage. I should have asked more questions but other than that great service.

I spoke with 3 people over the course of 3 days to get my phone set up correctly. The first two gave me conflicting information and misguided me resulting in a half-working phone. Luckily, the 3rd time I called I got Tim. Tim was an absolute dream! He helped me massively and was so patient as we had to clear my phone completely and then go through steps to update my software (which should have been done on the first call) and re-download my iCloud information. The call took over an hour and he maintained a positive attitude throughout. I now have my phone working like it was never stolen. Thank you, Tim!

In the end, it got done but took 4 claims that I had to keep redoing because I would not be told everything that needed to be done and twice you accidentally denied it twice. It got done but with much frustration.

Customer service reps were very helpful. They made sure that my phone was working properly before the call ended. They were friendly and professional, and gave me several tips for using features on my phone.

A great experience during the bad time when I damaged my phone. The process of getting a replacement device is quick and relatively simple. My phone arrived the next day. The return process is also just as quick and efficient. The service offered by Asurion is worth the cost many times over!!

I had no problem with the claim. Everything went smoothly. The deductible was great and I’m using the phone with no problems. Thank you for making the process so easy. I don’t think I could’ve gotten it anywhere else as easy as I have with you. I will recommend you to my friends and family. I find that they could benefit greatly.

Call phone broke, got a new phone next day. T hff at great service. I would say it the best service I receive from a company in years. My friends and family could not believe I got it so fast. People I talk to were very friendly and knowledgeable.

The experience was really good. I would have been much happier if I could have had the opportunity to speak to a person during the process. Devices were sent to us as expected. It was simple to send back the damaged devices. Set up was easy.

This isn't my 1st experience with Asurion, and I am delighted to report that your service is uniformly high standard, fast, polite and effective. Somehow, you've taken a 'drudge' job and turned it into about as good a task as I could imagine, under the circumstances. Congratulations, and thanks again. Bravo!

The gentleman who helped me to set up my new phone was WONDERFUL! Give that man a raise, bc he talked me off a ledge. I was really frustrated! He was extremely patient, waiting til I did all the steps he suggested. Terrific support!

I don’t remember who helped me but he was awesome. He was very friendly and helpful! Super satisfied. I wish I could remember his name he deserves a raise! Every question I had he had a answer. If he didn’t know he put me on a brief hold and figured it out!!!

I received my phone in a timely manner. And I’m grateful and I can got my phone and I can get my photos and things back. And I can get back on track with my phone again that for insurance causes without insurance I would have had to pay for a whole new phone.

My replacement phone arrived Quickly and it has been working great. It was easy to activate with the help of the ProTech that was also attached on the phone to assure me they were there to help. I always thought filing a claim would be hard but this was easy!

I am impressed of the promptness and the new phone is really better (functionality wise) but I need the return ticket / sticker because it was not included in the box I received. I went to Fed ex office to send it back But I can’t because of the missing sticker. Thank you for your prompt action on this issue.

New phone arrived extremely quickly and worked perfectly. In the past, I have gotten sent refurbished phones that it took three before I got none that worked right. But this time, everything was perfect! No complaints other than having to pay so much for a new phone, when I am paying for the insurance monthly.

It was very easy to file the claim and within 2 days I had a replacement phone. Set up took very little time and I was back up and running. Last step was to sent the damaged phone back. Instructions were made easy and the company even sent me a reminder to send the phone back. All in all I would say I am happy I had the insurance.

The associate was very patience and helpful with transferring information from my old phone to my new one. The process was very fast and I was very impressed with the whole process from start to finish. I especially appreciated the discount.

Helped me right away, I received my new phone just like he said. Your representative helped me more than the store clerk. My phone arrived on time and it was activated with no problem. I sent my old phone back and am awaiting confirmation of you receiving it.

My iPhone charge port failed. You sent a replacement however the replacement would not operate. I contacted you again and when you were unable to send another iPhone 7 Plus you sent an iPhone XR. I have had to learn how to operate a phone without a home button and without Touch ID. The camera is not as good, but all the iPhone programs features I use daily are still available to me. Everything you did was overnight, communication was outstanding. I’m just learning to do things different and had to purchase another phone case and different size glass protection because it’s all different now.

These guys are great! They come through for me every time!! I not only get the phone screen I need, very fast, even if I upgrade but they understand that I'm hard on my phones, and I still get my phone screens free of charge!! I wouldn't trust any other company to come through every time with such great quality products!

Been waiting 3 days, completely ridiculous. I run a business and losing work and estimates. Sent the claim and nothing back. Every time I call it's all machine and just says file your claim (I HAVE ALREADY). BEST part is called Verizon and told 'em what happened and literally said, "Come in. We can fix it". Wait 30 mins to be handed a brochure & that I need to call in. Which was Thursday and now Saturday night. Still nothing. Complete ** and unprofessional.

Quick ordering and delivery process. Website wouldn’t accept delivery address, had to call customer service, representative was wonderful!!! Had no issues from beginning to end of transaction. Glad I have this option on my plan!!! It benefits my family to have this option as sometimes accidents happen, especially with teenagers!!!

Swift and accurate service as expected. Instructions for activating the replacement and transferring everything from the damaged phone to the replacement phone clear and concise. Return easy. Deductible was fair.

Asurion did exactly what they said they would do. If new glass is doa when tech went to install, they would overnight new phone. I would recommend Asurion for protecting your investment in a cell phone. They took good care of my family, and will continue to work with this company. Thanks.

Came in fast. Loved how nice the customer service was and claiming the insurance claim was quick and easy. No hassle at all, I would definitely recommend this to a friend who has insurance on their phone and dont even know about it.

Very helpful. Had to replace phone for son who was away in college. Very quick delivery once finally approved. Had an issue with approval at first, which was a confusion on Asurion's behalf. This extended the time an extra day.

Very fast service. Pleased with the customer service representatives that helped me through the claim. The unit came in optimum conditions. Easy process also in returning the damaged unit. The only complaint is that the original color of the iPhone was not available.

Made the call, the next day I had my phone! They were Awesome! Made every thing go smoothly. Service was fast and easy. I will recommend to friends and family. Customer service was the best, no waiting on hold, right to the issue.

Technician was awesome. Great phone support...outstanding all the way around. Very pleased with the entire experience. The technician called as promised and arrived right on time. Very friendly and professional. Did a great job repairing the phone. Made the entire process simple.

Started off rough. The first phone you sent broke in a few days. I then called you guys back and was not happy because I kept being told I couldn’t get a phone the same day. After requesting supervisor I got a women who could help and made it happen. Once the Asurion rep showed up she found out she had the wrong phone and drove all the way back to her office, got the correct phone and cane back to me and got everything all set. Probably her drive each way was over 1.5 hours. Very thankful as I had an event I was putting on that night.

I like the service and the person was so friendly and helpful. Made sure everything needed was there and made sure I was really good and I like the service. The 5g is great. I could be more happy about everything

Customer service on the phone was very professional and super efficient! It was quick! Very happy with the replacement of my cell phone! I didn't mind the 85$ deductible. I received my package the very next day. It arrived directly to my house via UPS. Thank you for your fast and non hassle customer service.

Everything was terrific with the transfer of data EXCEPT for my emails- spent MANY FRUSTRATING HOURS trying to get my email info back. I got my email back BUT it’s NOT like it was on my previous phone!??? Thanks for the quick phone replacement!

The interaction with Asurion was smooth and without a hitch. The replacement phone arrived quickly and was easy to activate with the help of Asurion. Asurion was a great help in getting the replacement phone up and working. Asurion was easy to work with.

Rolled over my phone with the rocking chair recliner, went into ATT store. They were kind and contacted you while I was there and I just answered a few questions. My phone was upgraded and sent in a timely manner. I am getting older so hard to get used to upgraded new phone, but Granddaughter helps. Thanks.

I called for my son's phone that stop working properly. The agent was pleasant and understood my problem. I only had one problem and that was with the SIM card that was sent to me. The phone took almost 1 hour to get activated by the right department at ATT.

Great job! Received my replacement device within two days of filing my claim! The process of filing the claim online was easy and the return label made it convenient to return my damaged device. Kudos!! Thank you, thank you, thank you!

Great process. Fast easy. Not difficult to follow instructions. Phone arrived the day after I put in the claim. New Phone was exact one I had had. I appreciate the quick response. All data transferred over to the new phone. I am very pleased with Asurion.

The coverage I received with this plan was excellent and the process was really nice. The service I received was quick. I have no complaints with this plan and would recommend it to others. Please feel free to contact me if you have any questions.

Have to admit at first, I was antsy and worried because of the thorough process and all the emails, but once it was confirmed, it was lightning fast! Lost on Friday, replacement on Tuesday. I would definitely work on the many verifications, that's annoying, and having the line suspended caused too many problems. Thank you guys.

I was very please with Asurion. The service was fast and no hassle. They assisted me in transferring the phone and making sure the other phone was properly erased. Even took the time to explain the process of getting the old phone back to them. I truly appreciated their service.

Grandson dropped phone out of backpack and it shattered. Made phone claim and it was approved and received new replacement phone in two days. Sent broken phone back in box provided. It was even easy for a senior to get this accomplished without any stress.

When I received the replacement phone has a crack on left corner. Showed Verizon sales where I purchased first phone. He told me you would probably think I damaged it. I'm 66 yrs. young, I depend on my phone for my 100 percent disabled husband's Dr appts and keep important info. I needed this phone immediately so I kept it.

We received the watch in a timely manner and my wife loves the watch. The tech who assisted with the case did a great job in accession the issue and explaining what take place in the exchange and explain the replacement process.

The reps. have been very kind and professional. I have had two replacement phones and the rep. offered a new phone to me. I was surprised but happy. I haven't moved my info over yet... My mom is 92 and I've got two grandchildren I'm responsible for... My life is hectic but I thank you for being so understanding with my phone issues. I've never had phone issues before.

I purchased a "Protection Plan" from Asurion when I purchased my Whirlpool Refrigerator from Home Depot. Over 3 weeks ago, the refrigerator stopped cooling and has not worked since. I have been trying to get help from Asurion ever since. I call my "case manager" every day... She rarely answers the phone. So I leave a message - every day - sometimes multiple times a day - and she rarely returns my calls. I have called every number possible and often waited to speak to someone for in excess of 20 minutes... This plan was supposed to "protect" my purchase and instead has been a complete nightmare. I can't count the hours of time I have spent trying to reach someone to help resolve my issue. Worst service ever!

My Face ID stopped working. I took the phone to Apple to see if it just needed resetting. They ran a diagnostic and found something wrong with the depth perception for the facial id. They gave me a new phone right on the spot. Very nice.

I was completely satisfied. My husband was out of town so I was not able to send the phone but a few days later (not over the ten day period) but a week after it came. And I was nervous it would not ship in time but it did.

I couldn’t have ask or had a more nicer and professional agent assist me with getting my new phone activated and assisted me getting all my info downloaded am transferred over to new phone!! Very happy with agent, not so happy with new phone. I have to put my new phone on speaker to hear any caller I’m talking with. The earpiece speaker for some reason is very very low, and you can’t hear the conversation hardly at all. No sure what to do because I don’t wanna have to pay another deductible for new phone or become a problem customer. Any advise?? Thanks again for a great agent. Wished I remembered her name! Tommy **

A lost phone was replaced very promptly. The process of documenting the loss and arrangement for a replacement was very straightforward supported by an efficient and easily navigated process. The follow-ups were especially appreciated. I have no reservations about recommending Asurion.

Received new phone, but 1) no option for screen replacement, and 2) took way longer than 24 hours. A hold was put on my Friday night call, no one could tell me why. Wasn't told there was a Sunday cutoff for delivery on Monday. Cutoff was less than an hour after I was finally contacted back by email about the mystery hold. Phone wasn't delivered until Tuesday. I missed the cutoff by less than 2 minutes and they refused to deliver Monday. Lots of phone calls, stressful experience, entire weekend without a phone.

Kids phone stopped charging, I called and they had a replacement phone on the way. What phones cost today you are crazy not to have insurance on them. Asurion has been around a long time. I wouldn't have a phone without Asurion protection.

It went very smoothly. I received the device speedily and it was straightforward to activate and set it up for use. I was also able to mail back my device using the return packaging shipped to me. I wish the deductible wasn’t as high though.

There was a slight miscommunication regarding charges between Asurion and my carrier, but the team at Asurion was nice about it, listened, and was easy to work with in finding a resolution. The new device arrived in less than 36 hours, which is amazing.

Fast, easy, efficient, superior customer service. Cannot say enough good about the process and the result. Rapid shipping and the return was simple. I would definitely recommend. Have seen the same result in others’ claims. Never a bad experience. The whole process only took a few minutes and was painless.

Timely, convenient, and new phone quality is great. Online request process was simple and easy. I really appreciated the reduced deposit for the broken screen. Made having the policy worth it. Glad I paid the monthly premium. This process has improved since the last time I had to use it a few years ago. Thank you.

Really good with helping me get claim filled out and in timely manner... nice representative and spoke clearly and I received my replacement very quickly and package was packed well. Insurance is a must. Product I received was just what I wanted.

Everyone was courteous and patient! And wonderful! It worked out wonderfully! My iPhone 8+ was shipped on time and I was able to connect with Protec and it went very well! I would recommend this process via ATT anytime! Wayne

I first made a claim for the broken screen, got it repaired but the screen wasn’t working the way it’s supposed to, so I called Asurion back and they were super helpful, got me a new/refurbished phone in just a couple days. It was the first time I ever made a claim and the process was straightforward, I’m glad I was insured with them.

The first replacement phone was defective. Had to get a second one. Everyone I spoke with was so helpful and knowledgeable. I’m pleased I didn’t have to wait on hold and go thru a long list on the initial call. I got to speak with a person quickly.

Performed as advertised. Replacement phone sent immediately. Good instructions and options for backing up data to transfer. Quick and easy. Even sending back the old one was hassle free with box and postage provided with plenty of time to return.

I accidentally dropped my and it cracked the screen. My phone also fell off my nightstand causing the screen to crack even further. I was able to get my phone replaced with no problems. Great service. Would recommend AT&T to everybody.

My wife broke her Apple Watch, and I was glad that we paid for the insurance to replace it. I called Asurion that day to open a claim. The person who helped me was very understanding and helpful. They did not have the same color combo in stock but kept the ticket open. I checked the claim online a few days later, and it was in stock. I completed the claim, and the new watch arrived 2 days later. It was fast and painless. It definitely makes the insurance premium each month worth it.

Replacement I-phone was perfect and easy to install. Phone arrived as promised and return package was easy to mail back. We did not need to use your install personnel but it was reassuring that a live person was available if we needed help.

My husband's phone screen got cracked. It then started flashing on & off. I contacted Asurion & the very next day received new phone. Thank you so much. He went to the AT&T store. The guys up there helped him get his phone changed over to the new phone.

2 AT&T stores sent me home with my broken phone telling me I would receive better service by calling AT&T customer service or handling things online. They wanted me to purchase a new phone instead of filing a claim. However, I came home super frustrated and the ease of filing a claim and getting a renewed phone within a day was so helpful.

Amazing service. New phone shipped on a SUNDAY and was at my business in one day. My only complaint is the usual security silliness that the Verizon website puts you through. Out your old SIM card in your new phone and you are all set.

I had a situation where my son was injured at work and his phone was broken, the rep helped me get him a new phone for him. She offered words of comfort and understanding when I explained the situation.

I had a great experience with Asurion. The claim process was easy and results were fast. The emails to update me on the process were helpful in knowing where my claim was, when I would receive my new phone and if I needed any assistance setting the phone up.

It was so easy. I reported the claim, you overnight unit and return packaging to return, I put it in the mail box - and I’m back up and rolling. Yes it was just that easy! Extremely pleased with the service provided. Thank you!

I received my new cellphone the next day after giving my information to the Asurion website. Great experience and thanks. I dropped my cellphone into a sewer line and it was no way to recover it and having my cellphone is critical to me.

The whole process was fairly fast and smooth. To set up my new device took a little more time but nothing to complain about. The technician was very professional patient and kind, so keep up. To send back the old device could be easier to leave in the carrier store.

AT&T staff is the very best to work with. I have had my cell service with AT&T for many years and never had taken the insurance offered until the last phone I bought. I am grateful I did. The whole process was easy, and made the the event of a damaged phone seem ok.

Wonderful service and the technician was perfect and helped me solve my problems. I felt totally comfortable allowing him to go into my computer to find the solutions I needed. I would recommend your services to any of my friends.

Received my replacement phone the day after filing my claim. The new device is technically refurbished, but I would not be able to tell it apart from a brand new device, battery health was at 100%, so good QC. Came with new accessories. The pre-paid/printed return label and packaging made the whole return process for my old device easy. I did not utilize the offered ProTech service to set up my new device as it was easy for me to do myself, but still a plus it was offered.

The person that helped me was courteous. The call was quick and to the point. I will be sure to recommend the service to others. The one thing that puzzled me was the limit of claims. The phone got a new screen and still didn't well. So that was counted as a claim.

I lost my phone and went to the store and turn it off but I found it. So I was very satisfied that my new phone came in as quick as I did. I was very satisfied give me that I didn’t have to use it. Thank you.

I pay for my insurance through Directv. When my very expensive out of warranty MacBook got lines up and down the screen I remembered I had insurance. I was so happy until I got a call today that they denied my claim because they said I dropped it. I am really careful with my electronics, I did not drop nor did I drop anything on it. How do you prove that, I can only say that it never happened. I am so upset so now my laptop is coming back to me worse than it left. I can write a letter to legal. What is that going to do? What I feel like doing is crying cause I am telling the truth. What a waste of money and completely frustrating. I advise never to use this company. When you need to use it they won’t accept your claim. Horrible experience.

Asurion was a super easy company to work with. They were also really efficient - we got our replacement phone in 24 hours! The people I spoke with at Asurion were so friendly and helpful. We were very pleased, and totally recommend them!

I reported the phone lost and within a couple days, they had shipped my replacement, and provided very helpful tech support to restore my contacts, apps and other data from the cloud to my new phone. Very cool. Thanks, Asurion!

Pete was great with my phone at AT&T in Edmond. Worked past closing Time to transfer all my information from the old phone to the new phone. Multitask help other people why my phone was updating. He needs to be promoted or definitely get a raise.

My newer phone is working well and I am well pleased with it. I mailed the phone in today that was not working well. Please let me know when you receive it. I will call if any further issues arise. Jill

Deplorable!!!! 15 days and 3 series of phone calls and a fax to receive my phone! I was informed that the phone had not shipped! Turns out that a "computer glitch" cancelled the order!!!! Sure it did! I'd rather pay for a new phone than deal with this. Terrible customer service!!!

My phone was stolen and thrown in the street when I went to locate my phone and set phone on ring. What a great feature. Asurion response was great, I had my phone the next day. TY for a great service.

Your sales team was polite and professional. They understood my situation and were very quick to respond to support me. I was able to receive my new phone very fast and with no hassle. Thank you so much for all the help and I appreciate being a part of AT&T.

So far I don't like how you have to file a claim. I advised that the phone was lost, you have to fill out an affidavit then send them your DL through email. Which is difficult when you don't have a phone. When I called they never have the phones in stock, they advertise you will receive your phone by the next business day, but over the phone they told me it would be 3-5 business days because they don't have any phones in stock at the moment. Furthermore, I purchased an iPhone 11 product red, but they only have white and black to replace. Just uploaded the documents needed, and received a notice that it could take up to 24 business hours to be reviewed. I will be looking elsewhere for mobile insurance.

I made a claim and the new phone arrived the next day. The agent assisting me, made the process simple and fast! All I did was call the number, got an agent on the line and they guided me through the whole process. My phone was up & running in less than 30 minutes, from start to finish.

Despite the claims, not all of my setting or data was transferred. May have been other issues with the phone but there were no real instructions included in the packet. I had to figure most of it out on my own.

The replacement of my daughter's phone was simple, quick and all around painless! The Asurion customer service representative with whom I spoke was friendly and knowledgeable and the replacement phone arrived when and how he said it would. I definitely recommend Asurion to others looking for phone insurance.

The experience with Asurion was amazing. Very professional and handled my tragic experience (stolen phone) fast and courteous. There was a note with the new phone to contact an expert at AT&T. That is where the experience turned into a nightmare. I spent 1/2 day talking to so many people and many I couldn't understand them. Thank you, but AT&T could learn a few things from you!

Phone shipped and received 3 days sooner than expected. Very easy to file and track claim. Easy to setup up new phone and transfer all applications. I would recommend Asurion to anyone who has an electronic device. The Asurion website is very user friendly. It pretty much files the claim for you. That is how easy it is to use.

Everything was fine except my pen was messed up too and y'all sent my new phone without my new pen. Who can I contact about this matter?? The pen is the whole reason I bought this phone. Without it it is nothing really.

I have had the pleasure of dealing with Asurion in the past and it is by far the best customer service company I have ever dealt with. Quick and easy transactions from the website, received our replacement phone overnight and was back up a running in less than 24 hours.

The tablet arrived quickly. No hassles. If we did not have it we would be in a bind. Asurion is a must have. It makes good business sense to have it. I highly recommend this insurance protection. Excellent customer service!

Great service but I sat on hold for 23 minutes but it went quick after that. Maybe by adding more tech supporters would help. The first time I called I got very frustrated because I couldn't understand the person when speaking and had to ask her to repeat herself.

After hours of wasted time on the phone, replacement phone ordered. They did not have the same model "in-stock". Price of replacement no better than if you ordered a replacement online without the hassle. Wrong address entered by Asurion, fortunately, Fed Ex figured out the correct address. Cannot recommend this cell phone insurance.

Fast, easy, smooth. Had no issues filing a claim and was happy to see that I received a discount, was not expecting that at all. Had no issues with delivery and setting up my new phone was a breeze. Thank you!

Great service. Handled my claim fast. Everyone was very helpful. Received my replacement fast by FedEx. In two days had new phone. Was up and working great. Fast shipping. Great service. Filed my claim fast. Everyone was helpful to help back up my old phone and helped transfer over to new phone.

I turned in an insurance claim to replace my brand new Motorola phone. I received a new phone the next day. The phone they sent me was "refurbished" and quit working within 10 days. Turned in another claim to replace. I WANT A NEW PHONE. It's a scam that they try and send you a "refurbished" phone, when I paid insurance to replace my "new" phone. Isn't there some sort of class-action suit addressing this? If not, there should be. EXTREMELY DISAPPOINTED that they pawned that bad phone back off on me. My phone is my business. I'm expecting a replacement for the replacement. It had better be a NEW PHONE and expressed as such. If I could give "no stars" I would. This is clearly a consumer rip-off. You listening ConsumerAffairs?

Service was very quick, the sales rep was helpful and answered all questions. I received new phone by mail in one day. After receiving phone it was easy to transferred information from old phone to new. Took phone into store and had same # transferred to new phone.

Was informed throughout the whole process and received a new phone within the 1-2 business day time frame. The process was simple and straightforward. Wiping the old phone, setting up the new, and returning. When I called in, they were very helpful and using the website was also easy for instructions.

It has been three weeks and numerous phone calls (over hours of being placed in hold and transferred) since I submitted a claim. As to date, I am being told the Samsung 8+ is discontinued and I have to either do a buy out or send in my phone thru has a cracked screen and wait to see what they send me. I am livid and Asurion is not upholding their insurance obligation and hiding behind words such as the phone is not available. For two weeks they told me to call everyday to see if the phone was in stock. Then I was told after two weeks it has been discontinued. Now I am being told I have to wait to see what other options may be available. It has been over three weeks that I submitted a claim and still no phone. I want to make a formal complaint. This is disgusting and fraudulent. I have escalated this claim after 3 days free submitting my claim and still nothing.

My new (refurbished phone) works great now. The technician who came to my house to replace the cracked screen on a iPhone XR failed to make sure my facial recognition worked. I didn't notice until after he left. It was upsetting to have to go through the process of replacing the phone, downloading all the information. I still have to transfer over my pictures. Maybe they should have sent him back to do that for me. It took a lot of time and yes I had the old phone backed up to the cloud. When it downloads to the new phones not all passwords are transferred over plus I had to reset the facial recognition to the apps I had it set to.

The replacement process and phone are great. Better instructions are needed to back-up existing phone and transfer all data to new phone. Could not figure it out. Had to have kids (who are more tech savvy) to help. More explanation is needed on replacing SIM card vs. using a new one.

Submitted my claim for lost device on Monday, got email Wednesday that replacement was out for delivery. That’s pretty much overnight for Honolulu. Could not activate it until the next day due to time difference btw HST and CDT, again pretty used to this when calling businesses in mainland from Hawaii. No complaints.

Placed my claim online. It took about 5 minutes if not let. Very fast. Very easy. Very convenient. Very, very happy. Got my replacement phone two days later. The return shipping label was also nice. Thanks!

Everything was taken care of very quick. The workers at the Celina store were extremely helpful with any questions. Glad I had this little insurance. I'll make sure I always have something like this in the future (especially with kids). I will even frequent my local Verizon store instead of the bigger city.

The process was very easy. I ordered placed my claim over the phone. It only took about five minutes. I received my phone the very next day. Everything went very smoothly and I can honestly say I am very happy with your service.

The phone came in the very next day. Great service with the setup of the device. The return of the device was simple and convenient. I would recommend this company to friends for sure. The replacement phone also is great!

I was very please on how quick the replacement unit got to me. My son was superb excited because his phone would never charge correctly. It had gotten cracked on the back and this caused issues of the charger pad to not charge the phone. Then the charger port failed to charge the phone as well.

The new phone was in my hands within 2 days. I was impressed with the updates via email. The entire process was so fast and easy. It was the most satisfying experience I’ve ever had when purchasing something.

Wonderful service! My daughter dropped her phone in the water while we were on vacation. Asurion had a new phone to us within 24 hours; so my daughter came home to her replacement phone and the whole thing cost maybe $10. I couldn’t be happier!

Received new phone within 2 days - new phone - and pkg had materials and label to return damaged phone. $112 dollars to replace 3 year old phone with expanded battery not bad. Would have been nice to have option to upgrade for the price difference. 1st time using insurance in 25 years of carrying insurance.

Service was quick and easy. The process was taken care of so fast I was surprised. Am super grateful we purchased the insurance. It was not only affordable, it was very easy to file a claim. We didn’t even have to speak to an agent. It was all done electronically.

Asurion was amazing. I had the best customer service in our circumstances which was a great stress relief. I would definitely continue to use Asurion. As long as you are patient the wait time is really not that bad and once you get a customer service representative on the line the transaction went through fairly quickly.

You got me in to get my phone fixed the same day I called. Then the techs fixing the phone broke it even more, I was told 1-3 days you guys would just send a new phone and I literally had it the next day. It was very fast service and I appreciate that.

It was a good experience, the people at AT&T were helpful. I love my phone. Thank you for billing me so it was affordable too. I hope I dont have to use it again, but I'm glad I have the insurance, thank you.

Replaced the phone again. It had been lost this year then stolen and then stolen again. Thank you so much for all your help and customer support. Your staff each time was plight and quick to get to our needs. We appreciated it.

They were very efficient and easy to work with. We got our phone the next day. They were friendly and they were accommodating. I would recommend them to my friends and family. Replacing a lost phone has never been so easy.

The process was easy to do online and the new phone arrived early. The staff was great with helping activate the phone as well. I know having to replace a broke phone is not the best feeling but Asurion made the process great.

Wonderful experience even gave a a few extra days to get the old device returned because I was out of the country. I cannot believe how quickly they got my new device shipped too me. They don’t lie when they say next business day. Hopefully I never have to do this again but if I do I now know how smooth and painless the process is.

It went good. I got a new cell phone with my insurance. No problem whatsoever. Samsung Galaxy Note 10 plus is a great phone. I love it every second of the device. Asurion technical service was excellent hands down.

After realizing my iPhone XS Max was on the roof of my car, it was too late to save it. It fell off the roof and the car behind me ran over it. My AT&T service representative told me to go on line and complete the loss/damage paperwork. It was quick and easy. I received my new cell within 3 days and was back up and running within one hour of receipt. So glad I had iPhone insurance coverage.

The claim was very easy to file and the phone arrived less than 24 hours later. It was more difficult In the past to file a claim but this time the process felt much easier and more efficient. The packaging was very user friendly.

Each of the reps I spoke with, were helpful, patient, and efficient. Thank you so much. Give those guys a prize!! I’m not sure what more to say except keep up the good work. The replacement phone arrived exactly when you said it would arrive. Returning damaged phone was easy too.

Was simple, easy, and painless. The lady I spoke with was very nice also. My replacement phone is working excellently thus far. I will certainly be a return customer if need be in the future. I'm glad I decided to replace me phone versus having to purchase another new phone. Awesome.

The guy at AT&T was very helpful and knew how to get my son’s phone replaced with the insurance. He let us know how much it would cost to replace. The only complaint is that the phone took two days to get sent. We were told it would come the next day. The person helping us was not aware that the 6:00 pm time was not our time zone.

Staff was very helpful, they explained everything great and were very patient with me even through all my questions. And my replacement device came very promptly with no problems. I would definitely recommend to a friend.

Device was promptly sent and exactly what was promised. Even though I needed a bit of time to clear and transfer all the info from my previous device, Asurion kept in contact with me and was understanding that my original device was delayed.

Well you guys canceled my insurance. You stated we filed 3 claims in a short period of time. We filed only two. I did start one but did not complete it because I needed to get information. So that might be why you think we filed 3. Aside from this I would have rated you higher.

Filling out claim online didnt work. Went to AT&T. They told me I had insurance sent me to a second place to find out if phone would be covered on insurance that place was closed after a hour of driving place to place and not getting my claim filed online finally talked to someone live then I finally got somewhere. One thing I like to add how can someone give phone info if there isnt any power or control over the phone.

The phone tech support was much more helpful than average. She really seemed to follow up and make sure I understood what to do, and encouraged me to go ahead while she had me on the line. Often phone support is obviously reading from a script from which they do not depart, and when they say "anything else I can help you with?", you know they are hoping you say no.