Asurion Reviews

Thank you very much for all your help! It took a while for us to send the broken phone back, and the reminder calls were so helpful. Every time we had to use Asurion, you were so prompt and caring. I really appreciate the great customer service. Thank you again!

Phone was lost, one call to Asurion with the information. Replacement phone was received the following day.. I recommend Asurion to everyone!!! The cost of the insurance for a phone or any electronic item is well worth it. Thank You Asurion....

I am very pleased with the coverage I was provided with when my phone was damaged they sent me a refurbished phone I had it for a few days and it started to mess up. I called the insurance. They sent me a new phone and service was extremely fast next day. I'm thankful. You don't usually get service like this anymore. Thanks a lot for taking care of me and your great customer service.

So happy with my new phone. The first customer service rep I spoke with was outstanding. Felt like he really cared. Got the new phone in a speedy manner. Return of old phone was easy too. Glad that I had phone insurance.

Quick resolution to my claim without any hassles. I didnt have to wait a long time and my replacement device was received. The return process for my device was extremely smooth. Just dropping off the device. I am very happy customer.

Since it was a holiday weekend the phone didn't get to our home to Tuesday. I needed my phone for work Monday. Otherwise it was good. Price sends to get higher and higher but phones cost more I guess. Thre airlines have not found my phone and lost pictures, memorable moments lost. Nothing else to say.

Asurion did exactly what they said they would. They provided us with a new looking replacement phone in less than 24 hrs. Extremely good experience. I wish my experience with other insurance providers was as good as with Asurion. Thank you Asurion for the great service.

Very fast and problem free service. Was a pleasure dealing with Asurion. The forms were easy to fill out and the entire process was very easy to complete. The prices were a tiny bit more than I would've liked to pay considering I am not a repeat offender of needing my phone repaired.

Asurion was very prompt in completing my claim and getting a replacement to us. It was very easy and fast to file a claim. Replacement phone came very well packaged and in mint condition. Returning damaged phone was also easy.

Provided new phone after part (screen) was unavailable. Limited colors available but still worked out well. Experience was more than satisfactory. Would rather have had a black phone S9 but all that was offered was blue or purple. Thank you.

A very easy experience... very easy! I was amazed at how easy and quick the on-line claim process was and how quickly we received the replacement phone. Then, returning the damaged phone was just as easy and fast. Thank you so much!

I received a damaged replacement and when I called back I was told that it was my fault, probably the overheating other then battery crack my screens and I was told it was my fault. It feels like this company knows they can more money like that. I wish there were more options for phone insurance to pick instead of Asurion.

Claim for my sons lost phone was handled and delivered very efficiently and the follow up call to set up device was equally as good. Device seems to be in order and is now working as expected without any issues so far.

Very timely and accurate information. The phone was delivered quickly despite the holiday weekend. They were also cooperative with working with me mother in a different state and getting it to the correct address. Setup was also easy for the phone. Assistance was provided if it was needed.

Contacted Asurion, the rep was very helpful and informative had me set up and ready to go in minutes. Few days later had my replacement device. Process was simple and quick. Definitely glad I had my device insured. Hopefully I never have to make another claim but if I do I know it will a painless process.

Online form submission for phone replacement was easy to use and understand. Replaced broken phone promptly and with the ultimate ease! Also sent replacement accessories which was very nice and convenient. Very satisfying. Will not hesitate to use this service when or if needed in the future.

That was so quick and easy which is great considering how much money people put out for these phones and there services. We were out of town for the weekend. My daughter lost get phone on Friday and by the time we got home in Sunday it was waiting at the house for us. I would speak very highly about having this insurance!!

Replacing my phone and having so I don't have to pay deductible right away was AWESOME!!! My problems was trying to get the approval, filling out the form then proving I was me. They wanted to send me a text message to my phone, my phone was lost and I did not have it to get the code to prove I was me. There has to be a better way. I was on with rep for over an hour trying to get an email to me, and we could not get it any other way. I was sick I had to throw up halfway through due to the anxiety I was being put through.

This was the best most professional experience I’ve had with losing a phone and they made it very easy to get a new phone and they were very fast at their response. I will always try to use Asurion for my customers.

Thanks y’all were fast, it was easy to set up. It has been a long time since I have had to use your service. It was really easy. Thanks for getting it here so fast. My carrier walked me through it so I would do it right.

I believe in honesty and that is why I put 4 stars. It has to be beyond perfect to get the 5th star. However I was pleased with my service! The first claim I sent was taken care asap. But I had to practically start all over with the second one. It has been taken care of now. Anyway it just took me longer on the second one, but it has been taken care of now. So I'm happy, my son is happy! So we are both happy now.

I would describe in a nutshell - Quick, Easy and Customer-oriented! The service representatives were also very professional and answered all my questions. The delivery was quick and the process to return the broken phone was seamless. Thanks again team Asurion!!!

My son was having problems with his phone. Took it to our local AT&T who turned it into the insurance company. Replacement phone arrived the next day! Only problem is the cord sent with the phone is not the correct cord but we do have a wireless charger, so not a huge deal.

Got a new phone because my battery was failing. Received it in a timely manner and was able to send my old phone back easily because of the provided packing slip. I would recommend getting this insurance to others. Was very helpful.

I had a few things I didn’t understand how to do but I received the help I needed to get my claim in. I’ve never had to set up a claim online before so it was a bit harder than going to the store or calling someone and setting up the claim.

From start to finish the experience was quick and easy. I’m so glad I had insurance on my device with this company. Asurion made this seamless and effortless. This is my first time dealing with an issue on an iPad and it was an ideal way it was handled.

I was Unthoughtful to carry my phone in my front shirt pocket and my phone got up from the deep bottom line. And just as I thought I would turn and lean down to pickup the ball which my great grandaugther and I was passing back and forth between ourselves out of my pocket flew my phone and wow made it pass my grasping clapping hands. And as it touched the cement ground the glass front just cracked all kind of direction and the person who was on the phone with me was so very very helpful.

I believe is a good company, also I like its customer service. I will definitely recommended in the future. This company has good prices. The service is fast and accurate. Asurion is a good insurance company, I will recommended in the future, also.

Horrible, Horrible, Horrible experience! This company is deceitful and just looking to charge you the highest deductible possible and as many times as they possibly can. None of the people I spoke to showed any compassion or concern for my bad experience. Trying to make a long story short.... I had a claim and they sent me a new phone and when my screen cracked 10 months later they said they could not replace the screen only because they did not service my area and I would have to pay $168 to replace the phone instead of $50 to fix the screen. They then said they could do the 2nd claim but would then drop me because it was my 2nd claim in a year.

The replacement phone was delivered in less than 48 hours. The phone was exactly like my damaged phone. I had a little trouble with the sim card, however, but an AT&T representative was able to help me with the issue over the phone.

The person I talked with to report the claim information was very pleasant and helpful. I was very pleased and surprised when the replacement phone showed up the next day. I didn't realize it would be shipped for next day delivery.

Great job of replacing my item. BUT should have not had to pay a dime since I had no prior claims. And Thanks for being so helpful in the information that was given to me by the person that helped me with the replacement.

Everyone was professional and courteous. From the first call and through setting up the phone, everything went smoothly. The replacement phone is perfect and just what my husband needed. We were pleased with our service from Asurion. Thank you for a pleasant experience.

Excellent customer's services, my Samsung Galaxy Note 9 phone was broken and I placed a claim to get new phone with this insurance phone company and I got the replacement phone in one business day. My device got to me fast, and I am now enjoying my new cellphone. They are the "best".

I’m completely satisfied with Asurion. I called to make a claim on my damaged phone. They responded in less than 24 hours with a new phone. Asurion is so smooth and easy to deal with. I'm very happy with their service.

Everything went great. I called. They got to my problem real quick and got it fixed in less than 2 days. Thank you all for what you do and if I have another problem I know you all will be there to fix it.

Went to AT&T dealer and explained My screen was separating on my phone. Took a few minutes to file a claim and received a reply within seconds. A replacement phone (upgraded also) was given as a replacement with a reasonable deductible. I received the phone the next day in the mail. Very pleased with the customer service and efficiency in which all was handled. Thanks, Dennis

My son who works in the financial industry in NYC broken his phone but with the help of Sir could still make calls (but could not see the screen) we did the claim with Asurion - and first it was the dept is closed, then it was, "We need to review your docs," then it was, "We need you to erase your current phone before we will send you another phone," - which would mean my son would not have any phone until the replacement came. In the past before we return the broken phone we erase it - but now they would ship or anything - which mean 24 hours no phone which is the life line to my son's job. They would not help nothing - Very upsetting. As soon as I am done - I will cancel my insurance rather just buy new phone instead of this headache - still need to pay $ 199.00.

I put in a claim and I received my replacement phone within a few days???? My daughter and I were very happy about how fast you all handled our claim and how fast we got the replacement phone in the mail. Thank you so much for a great service.

The customer service person walked me through making my claim. She was easy to understand and very kind. The phone was delivered to my door before expected. I am so happy to have the insurance with Asurion because they are helpful and easy to deal with.

Great phone and great help from technicians. Technicians were very knowledgeable and extremely helpful and most patient dealing with this senior citizen. The phone was not the color she wanted but it’s ok as she’s putting a case over it.

Hi, I have been using their service for years now and I never really had any problems with their services. I even use their home service which they started to offer. Didn’t needed it yet but it’s a good one too.

The representative was very professional & courteous. She informed me of the discount that I would receive for my replacement iPad Pro which made me very happy! She thoroughly advised me of the requirement of shipping the defective iPad back within 14 days.

I had the misfortune of dropping my phone into a lake a day before I was leaving for a trip. I called Asurion the same day and they set up a new phone for delivery to the location I was going to two days later. They saved me time and money! I also saved 50% off of my deductible because I had never filed a claim previously. Thank you, Asurion!

The process to file my claim was fast and simple. I would highly recommend Asurion for phone insurance claims. I filed my claim online, and you can also file over the phone as well. I received my phone replacement within 2 business days.

Wonderful experience. Very prompt service and activation. Courteous assurance from customer service rep and built great rapport. Overall glad for my choice of going through the insurance claim process and receiving my replacement. Very simple process for return of damaged device. I would certainly recommend this service to anyone.

Asurion was Quick and easy to get my claim done. My phone came the very next day. Even though I found my phone, I was able to use the prepaid label to return the phone I didn’t need. Very easy process.

Service was awesome but I keep getting notifications to erase my info but since my battery is what died, I was unable to erase my info. It would be great if you all could make sure that it is erased. Thank you, Deb

You guys are very fast when it comes down to replacing our phones or equipment. I would refer you guys to anyone because y’all are awesome. Any time I needed a replacement or new device Asurion has come through. Y’all are very fast and reliable when it comes down to insurance your phone.

Not too happy with the process initially. On hold too long and when I did speak to someone and explained the issue, he put me on hold for so long the recording came on they close at 9:00pm and I was disconnected.

The online claim process was fast and easy to complete. I received a new phone right away and I was provided with everything I needed to send them the broken device. My new phone was easy to set up with no problems at all.

My phone was amazing, but the Pro Tech people have no idea what they are doing! The lady I spoke to had no clue and nothing was loading! Thank god my husband is very tech friendly! I would maybe think about better training! Everything else amazing!

The replacement phone arrived very quickly and was either new or like new. Their customer service answered with no wait time, spoke perfect English, and were very helpful getting my data transferred to the replacement phone.

I thought my new iPhone glass cover was cracked and filed a claim to find out that it was only a protective cover that was cracked. I called Asurion and cancelled the claim within an hour after I filed it, explaining my mistake. They still sent the phone. I returned the phone immediately and was charged $168. Two months later the claim has not been cancelled and I am still being charged $168 on my AT&T bill despite AT&T and Asurion acknowledging that they had a tracking number documenting that I sent the phone back August 8.

I would like to thank you for a excellent job and service in handling my claim. You all were to act fast in getting my claim handle fast so I can get another device fast and got me back up and running in to days so that I didn't miss a beat on my call are email and staying in touch with my contacts. Thank you Asurion. For a excellent job in handling my claim. And the customer service was excellent in help me with everything. Thank you. It's good to know that someone cares. To help me have a peace mind and have to worry about stay in touch and a lot of lost time passed. Thank you once again.

My son, Ben, was deployed in Romania when his phone was stolen. Asurion replaced it with a refurbished phone that broke at a very critical time. Another replacement, also refurbished, broke again. In the meantime, Ben switched to his newlywed wife's plan. That ended Asurion's coverage. Ben ended up just paying for a new phone himself. Being deployed is hard. Asurion made it harder.

Have carried insurance for years with AT&T/Asurion without a previous claim. Filed all paperwork online as requested from Asurion and was sent a followup email with link to finalize claim. The link led to confirmation page which required a text be confirmed - only option was the phone I had the open claim against. Illogical to say the least. So called and spent another 30 minutes from department to department to be asked questions about my driver's license presumably to rule out fraud of some nature - that's fine, I get it. However, the CS rep said the case has to be reviewed further - what is there to review? The paperwork said the phone was dropped and beyond repair - come on Asurion, figure it out.

100% satisfied with the customer service and setting up the phone. I can't remember the name of the technical, but she was very knowledgeable, friendly and explained everything that we didn't have any issues setting up the new phone. It was one of my best experiences with Verizon and Asurion. Thanks you.

I needed help setting up my replacement phone. Your folks were very patient and walked me through the process which I greatly appreciated. During this process I worked with two of your folks (sorry I don't remember their names) who are an absolute credit to your company. I can't say enough of how pleased I am for the fantastic service and support. Best of all was the apparently limitless patience they exhibited while working with a relative computer/electronics illiterate. Great choice of employees and they are a real credit to your company. Thank you!

There is only one thing I would suggest changing. When I called to inquire about the replacement of my son's iPhone screen because it was cracked, I was asked for a zip code or zip codes in my area to see if there was a tech in my area that could fix. Because I did not know zip codes in my area, that limited me and I was force to replace the entire phone. $49 vs $115. Please upgrade your system to search by a city, st not just zip codes. Customers will not always know zip codes in their area.

Very helpful. Was able to place exact tablet. I had do to it. Not being made anymore but assured me that they could get me a better tablet then what I had. Always got it out to me the next day. I'm very pleased with your customer service.

Got my new phone the next day. I didn’t have to be without a phone for to long and sending the broke phone back was real simple and easy. Austin even sent the piece of tape to put over the box in case I didn’t have any.

My phone was delivered next day, fast efficient. Everything went smooth. Easy process. Answered some question. Did it all online. So simple even a child could do it. Since I have never used the insurance, my deductible was fifty percent off regular price. That also was a very helpful accommodation for me since it was an unexpected bill. I would recommend this company to anyone. They even follow upped with me. And they offer support to help set your phone up. So easy. I was happy with the whole process.

I received my replacement device quickly. It appears to be a good device. I haven't had the opportunity to switch it over and start using it yet. My rating could change if there's an issue, but I don't expect to encounter one.

Old phone had a cracked screen. Took phone back to AT&T store they looked up my account and within a few minutes they had ordered my new phone. I waited a day and I came grom the grocery store and the box with the new phone was there. Fast service. Thank you very much.

We’ve had to replace our phones far too often lately due to same problem. We could not hear and phone functioning improperly. And unfortunately usually the reps at store do not pay close attention and assist as I believe should be done.

From the very beginning, the claim process was simple and quick. Received the replacement phone in 2 business days. It’s nice to have peace of mind in case something happens to your phone. Well worth the money! It’s hard to find great customer service these days. Did not have one issue once my claim was submitted. Thank you!

I had schedule an at home screen repair for a Sunday between 3-5 PM. At the end of the appointment window I logged into Asurion's website to track the repair. The website had that the technician arrived at 2:30 to do the repair. Upon calling the company and being on hold for 30 minutes the agent said the technician arrived at 4:30 and left because nobody was home.

The experience was easy and we are very satisfied with our service. The lady I spoke with was very courteous and explained what to expect. The instructions were clear and it was made to be quite easy on us for the return process. Thank you!

I received a replacement for the phone I'd been using for two years. I had cracked my screen and needed a replacement. I worked with Tony to replace my Galaxy S8. He was very patient and helpful. I appreciated all of his help!!

The home button on my son’s iPhone stopped working. I took the phone to the AT&T store where a rep confirmed that it was indeed broken. The AT&T rep assisted me in completing the Asurion online claim form. Instantly Asurion accepted my claim and sent a new phone within two days. I was surprised at the easiness if the process and how quickly we received a new phone.

Great services. Very helpful and fast. Good customer service. The delivery of the device was on time and I will recommend the chat on the computer especially if you are in a different country is very helpful, have somebody give you I instruction.

Went up and beyond, was a great experience. Thank you so much for excellent service. They called right at our appointment time, the first night our phone wasn't delivered so we set another appt and they called right on time.

This was an easy process and the turnaround time was good. I was up and running in three days! I was not fond of my replacement phone being a refurbished model, however, I do understand why it was. As a refurb, it, so far, works without any problems.

My cellphone got smashed on Aug 29th. I contacted Asurion claims through my PC early that afternoon. It was straightforward, explained what happened, we went through some info, and my new cell phone was delivered the next day... Great Job by all. Thanks. Jim.

Very reliable insurance company. Unfortunately, my family has had to use Asurion 4 times over the past several years. They’ve always been responsive And sent a new phone in a very timely manner. Worth the money!!! Easy to request replacement online.

I talked with 3 or 4 people. The 1st 3, seemed to not really care or I could not understand them. The last lady I talked to was fantastic. She was very helpful, cared, and I had no problem understanding her. The only reason I did not give the highest rate was because of the 1st people I talked to. I wish I had been able to talk with the last person the entire time. I believe that the process would have gone much faster and a very enjoyable experience. She was very nice.

I received the replacement in a very timely manner, and we it up and running within a few minutes. The cost of the replacement was a lot cheaper than buying a new one. The replacement was like brand new out of the box. I have had to this a couple of time and they take me.

So glad that I had purchased the insurance. After the breakage, the support and service was prompt and dependable. I would definitely recommend the insurance to any of my friends and family. Thank you for your prompt help and assistance.

Thanks for making my daughter's phone replacement so smooth and simple. We actually forgot we had insurance for a few weeks and she was so upset about losing her phone. When we remembered she was so happy, thanks for making it so easy.

I am not very technology savvy, but my protect helper was amazing. She walked me through every step, and when I was struggling she took her time with me. Very grateful to have someone so kind. My phone is working well and I was able to retrieve all my information.

I have been with AT&T since it was originally Cingular and this has been one of the best experiences I have ever had especially in relation to filing a claim for a phone. The day that the issue came up where the phone broke I was able to call after I went online my reduced deductible because I haven't had to file a claim and 12 months are better was very pleasing. I was a little stressed because these are expensive phones so all in all I got a really good deal to replace my phone and I also received my phone extremely quick. It was less than 2 days no problem.

The insurance claim process was quick and easy. The phone came in a very short time and the assistance with setup was amazing. The staff walked me through the process over the phone and made sure all my questions were answered.

With the first replacement phone, I had to use the speaker, because the calls were coming through muffled. Next thing you know, it was working correctly, then it would act up again. So, I received another phone and this was is working perfectly. Sending the other 2 phones back. Thank you.

Quick service with easy return service of broken phone! A Plus service! Would recommend this for anyone who has teenagers with cell phones. Will definitely keep this coverage on my phones in the future. Thanks for keeping us connected Asurion! Glad this service was recommended to me.

Service Rep Ray was very, very helpful and competent. He was also very patient. He needed to call us back 4 times after we made his recommended changes to the old phone and updated the settings and software. Instructions were clear and easy to follow.

Broken phone reported on Sunday and replacement phone delivered to my daughter at college on Tuesday. Very fast service. New phone did need to have operating system upgraded prior to restoring old phone data but once that was done all was good.

I bought a 70" 4k UHD TV with a 120Hz refresh rate, the back lighting has gone bad and I filed a claim, they have determined that repair is not possible, so a replacement is necessary. The replacement "options" are all inferior products offering zero options in way of Apps on the smart tv and half the Refresh rate at 60Hz instead of 120Hz not to mention just being horrible brands. This is ridiculous!! Buying the product care plan is supposed to guarantee the product you buy, not replace it with inferior products!! RIDICULOUS!!!!

Asurion’s Service was prompt, the replacement device different but was excellent and I received it the very next day! I am Very happy with this option for insurance for our devices. Thank you to your staff that answer the phones and work in the warehouses and do great jobs.

The first time I talk to with a worker at Asurion, it was not great. She didn’t tell me what I need to do or that I had to fill out documents. The second/ third time I talked to them, they were very helpful. The lady explained everything in detail and what I need to do and how long it would take.

I was very satisfied with the expediency that my phone was replaced and the additional customer service times available to me. I have never had to use my insurance to have a phone replaced throughout the entire time I've had a phone.

Asurion has given me the worst experience. After my original claim, which was on June 1st, they let UPS leave my package in an unsecure location, from where it was stolen. After an "investigation" that took a couple of weeks, they finally sent me a replacement phone. But then, two months later, I get a text from T-Moble saying that I owe like $500. It turns out that Asurion charged me a non returned fee for a phone that was stolen. They messed up and incorrectly charged me. But they are saying that it will take 2 to 3 billing cycles to refund. But bill collectors from T-Mobile have been calling me every day and I just got my account suspended due to non payment for a charge that is all Asurion's fault.

I have a Galaxy Note 9 that was under Asurion protection. The phone was shattered. I did not have the 300$ necessary to replace the phone at the time it was broken. I was not able to get the amount till 61 days later. The phone is unusable and under contract that I am still making on time payments for. Asurion denied replacing the phone because it did not get serviced within 60 days of damage. They refused the fee they charge for a refurbished phone. I am out a phone and forced to buy a new one, out the insurance money I paid monthly for because I could not afford the money when they wanted! I was a day late but still paying insurance! I feel bullied. Dont use them and fall into hard times. SMH!

Excellent service. I wish the deductible was not as high but like that I got a year warranty with the new phone. The return process was easy and new phone setup was painless. The phone appeared new and not a refurb.

Very helpful. Fast courteous customer service. I thoroughly am impressed with the fast response that I received to any questions or problems that I ran into getting set up. The young ladies were very helpful and knowledgeable when dealing with me.

Absolutely a lifesaver, our daughter dropped her phone and it died, within 48 hours we had a replacement phone and all was right in our world. If I could rate our experience 100 stars I would, I will advise all my friends and family to add Asurion protection before disaster strikes and you're caught paying for a new phone.

I am satisfied with the device that I received. I was waiting for my phone on the very next day. But I I received in two days. If the delivery was done on the next day would be better. However I am pleased with the service.

Asurion has been quick and easy when I have had a device fail. A replacement comes quickly and set up is not to much of a problem, thank goodness that the Verizon store is just a couple of miles away!! Not a techie so convenient help and a quick response is important to me.

Have had insurance on phones for many many years. Have filed 2 claims, including current. Online chat said 160 days to complete claim. Now because I have been through this before, I took a screenshot of conversation. When called to get claim number, I was told 60 days was all I had. Got a supervisor on the line, and she said I could have an extension. I asked how long the extension is. She said there is no timeframe. So, I could call back in a year? She said no. Then how long. After a long back and forth she said a couple of days.

The person who came to my home to repair my phone was very friendly. Had great conversation and was very helpful with replacing my screen even though it was defective. I was issued a replacement device in which I am pleased with so far.

I signed up for their service with the understanding that a phone repair would cost $29. When the time unfortunately came to replace a cracked screen I was told that it would cost $199. When I inquired as to why I didn't qualify for the $29 price, I was told that they do not have any replacement screens in my area. I live in CHICAGO and have an iPhone X - one of the most populated cities with one of the most popular phones. Looks awfully shady to me to advertise a $29 price but the fine print says they have to have it in stock to qualify. O - and the $200 replacement is not new. It's someone else's old phone they refurbish. O - and if that phone doesn't work, you start the cycle all over again. Save your money and don't sign up for this crap.

I was told that I would receive a $149.0 refund for the broken cel [that I returned] that was insured by Asurion. I sent the proof of the glass that was put onto the new cel I had to buy. I've received nothing but another email asking about my experience.

Everything was great. Transition to new phone was seamless. Person helping me was friendly and patient. She explained everything she was doing and what would happen. She explained next steps I needed to take on my own thoroughly. Highly recommend.

I had called because the phone replacement was not working the camera and the flash on camera not working so I asked for them to replace. This was the replacement phone that they gave me. It was not working. They told me first I had to update my settings and then reset with iTunes. I call back since phone came and light still not working. They tell me they have my card info on file and is it still good? "Wait you have my card info on file?" Yes she says and reads off my card info. Well that's illegal. I'd like to speak with a supervisor because I don't pay a regular payment to you guys. I pay through Verizon. Why do you have a card on file? Supervisor Hung Up on me and now I don't have a replacement phone or a phone that works. I will be filing a claim with small claims.

Asurion was unable to provide a replacement phone for 10 days. Finally, after escalating to the office of the CEO was told to purchase a phone at my own expense and I would be refunded. After two weeks I still have not received a check and my credit card is due. Was told today that they "missed" processing the check and it would be mailed today and there was no ability to expedite the process. We will see if we actually get a refund.... Meantime, I have already been charged the deductible to my ATT bill - they got that one processed quickly!! Meantime, received notice that their monthly fee will be increasing this month! Cancelled all insurance on 3 phones. Would have been easier to buy a replacement on Amazon and wouldn't have cost me much more! Think twice about spending this money every month!!

Everything was fine just took longer than I expected to receive, I thought that I was suppose to receive within two days. Maybe my mistake. I don’t know but it all turned out good. Took phone to ATT. They changed it all over for me and I mailed old phone back to you.

Great job and right on time with the delivery. I was able to recover majority of my things that I thought were lost, but thanks for the speedy delivery I got what I needed. Also I was able to receive an upgrade version of my phone.

My daughter’s phone was stolen one month after we purchased it. We contacted Asurion and within seven (7) days had a new phone. Their service is excellent, prompt and friendly! We definitely recommend that customers sign up with Asurion when purchasing their electronics.

The phone came new in the box which I am gladly happy because my old phone was still like new and it’s always good to know that you have a new phone instead of refurbished, I lived it! Thank you!

I was very impress with the services provided by ProTech. They were patient and waited for me to response to their request. The people at ProTech called me back as promised. They stayed with me on the phone until everything was set up and I was able to use my phone again. GREAT SERVICES!

The process of re-acquiring my lost device from the moment of logging into the Asurion website to submitting my claim was one of the easiest & simplest processes that I have ever experienced. As soon as I came to the site there were very friendly and helpful customer service reps who were able to assist me & answer all of my questions in a very prompt and helpful manner. My device arrived at my doorstep the next business afternoon. I was very satisfied with my experience and encourage your team to keep up the good work. Thank you, highly recommended!

The worst experience. Filed a claim. Scheduled an appointment for them to deliver a new phone. But then nobody showed, received a text saying they delivered the phone. Called and was passed from department to department. They told me to file a new claim. I asked if they could take care of that for me and they said that I would need to call a different number.

I was able to easily file my claim and my phone was on the way. There was no hassle and no long forms to fill out and no waiting period. I would definitely make sure to recommend Asurion to all of my friends.

My phone actually should’ve been repaired but was broken during the repair and a remanufactured phone was sent. I would’ve preferred keeping my own phone and having it be repaired Instead of getting a refurbished phone that you don’t know what it’s been through. Most of the communication was fine but breaking my phone during the rework. Process was a real hassle.

Interaction was great. Very friendly and easy to resolve the problems we had. Our phone didn't look brown but wasn't working right, the representative was very patient and knew just what to do to help us out. I would recommend that service to everyone who needs phone insurance.

Job was well done, relatively easy process, efficient way to replace phone all should have this coverage. One issue was phone was undelivered and then also mailed overnight... so I had to deal with 2 replacements... this was a little bit of a pain. But it all worked out in the end.

I had a Samsung phone that had internal problems, they sent me a new one and was very patience, help me transfer my information from one phone to another. They stay with you until you are completely satisfied. They have very good employees to work with.

My claim was handled very quickly, which is nice when we use our phones for most everything nowadays. I placed the claim one late afternoon and it arrived the next afternoon. I was so happy with the speed and courtesy of the company.

My old phone broke and was discontinued so Asurion sent me a upgrade. They were very prompt and simple. Easy to follow instructions. It came in a box. Also they sent a nice charger with a case and car charger plus earbuds.

They were very helpful that solved my issue and made sure I got my device back and running fast. I would definitely recommend that everyone put insurance on your phone cuz you never know when you're gonna need it. Very pleased.

I am very pleased with the process. If I had a complaint it would be that the package carrier left the package on the porch of my home. Once I received the email that it was delivered I sent a friend to secure it for me. But overall I give it 4 stars.

You were great!! I would definitely recommend you to family and friends!! I look forward to working with you again should the need arise.. I will say that communication the need arise. Your website needs to be debugged. It moves the cursor at random.

I had a beautiful new phone shipped to me courtesy of Asurion Insurance. It arrived within 3 business days and I am very pleased. It is very fancy. It is very fast. Although I am having a hard time finding a case For which it will fit. Please advise, thank you Jeffrey Arthur

Other vcd than not realizing it was a refurbished phone. A good experience. Should have been told I would be getting a refurbished phone. Correct this and you would have gotten a five star rating instead of the four you received.

I am thrilled that I got an upgrade from my Galaxy S9+ to the S10+, however this is the second time I had to have this phone replaced. The first time they replaced my black S9+ with a purple one. Thankfully the purple phone has been discontinued. I waited 4 days to hear that. Then they told me that I would get another black one. Great. Then got an email stating that my phone was unavailable and it would be 3-5 days. 5 days later they sent me a new white Galaxy S10+ so that was cool. The wait time was not. And I also was told that my Asurion insurance was canceled for the next 12 months due to 2 claims within 12 months, 11 months and 17 days apart. They raised the deductible on the discontinued phone also. I have had Asurion insurance for 6 years without a claim, and this is how they treat me. They are ridiculous and I will be using online 3rd party insurance from now on.

New phone was received promptly and instructions were clear for return of damaged device. All went smooth! Verizon assisted in downloading data and was up and running. The experience was painless and I would not hesitate to use this company again.

All went well so far. Still need to call for help with setup as my old phone broken. Quick arrival, New phone is gorgeous, super earbuds. Good experience, the insurance cost is null due to peace of mind re telephone.

Replacement phone was supposed to arrive Sep 8th, no phone. Called then told it will arrive Sep 12, no phone, then told Sep 20, no phone, then Sep 25, still no phone, each time they said "sorry but system error cancelled replacement" so I had to demand a manager who said I will receive a check to buy a replacement in 7 to 10 days. I expect the check will be cancelled due to a system error and am preparing to take Asurion and Sprint to small claims court. They just take your insurance money and then when you need the service they hope you give up and go away. Class action lawsuit time! Anyone know a good lawyer?

I was pleased with how easy the process to replace my phone was. It wasn’t stressful and am happy with the outcome. Thank you for being helpful and the customer service text message got back to my questions very quickly. So I wasn’t waiting all for help.

Awesome service??? Very easy to get claim resolved. Got my phone back within 24 hour's. Hook up and ready to go without a hitch thanks to the great customer service at Verizon... Would definitely recommend Verizon to friends and family!!! Have been a customer service 1991???

Processed the claim quickly and efficiently. Everything was handled over the phone. Received the replacement phone within a week. Only had to call back one time because no notice was sent that the claim had been processed. I guess this is a good thing.

I received an excellent service. I don't have anything else to say but that I'm satisfied with the service I received. It was easy & really fast & I got my device in couple of day. Thank you for your service.

My watch was received in a timely matter. I was given a better watch than the first as far as the band color. The Representative was very helpful in completing my order and request. The time wait on the phone was less than a minute.

Originally had a cracked screen replaced. Screen lasted about two weeks before the home button stopped working. Called in and told him what the situation was, they immediately sent a replacement phone without question. Received the replacement phone within four business days. Customer service agent was very friendly and helpful and thorough.

The process of putting in a claim was relatively simple. The sales associate at AT&T was very helpful in getting the claim started. Unfortunately we weren't able to complete the process at that time and I had to finish it later. Overall it wasn't hard.

Great customer service in the resolutions of resolving issue with exchanging device under and covered by insurance through Asurion. Exchange was handled quickly and professionally by Asurion representatives. In the past when dealing with Asurion the results and decision were handled properly and swiftly.

Your service was fast and your agents were courteous and helpful. My device was received when you said it would. A lot of money was saved by the replacement price. It was well worth having the insurance on my device. Thank you.

Customer service is wonderful! I wasn't sure of any of my info as it had been a while since I needed to use insurance. My entire call took only 5 minutes out of my day & my phone was delivered the next evening. My teenager was thrilled!

Very easy to report a lost phone! Pleasant and helpful assistance from employees and easy to follow procedures. Replacement phone arrived super quickly and setting it up was quick. An extremely efficient company! I recommend this company to all cell phone owners.

We have been using Asurion for many years now. Submitting a claim with Asurion is so very easy and the fast turnaround is wonderful. We have a corporate account and I do recommend using Asurion for mobile insurance. The prices that we pay for deductible to replace the mobile devices are very fair.

Great customer service! Received new phone the next day and it worked perfectly! Would definitely recommend to anyone looking to protecting their investment with a quality company. They will track the progress of your replacement phone and keep you updated through text. It's a perfect recipe for customer success!

The process of filling a claim is so easy online. The time it takes to get an answer back on the out come of your claim is good. The shipping time is quick even for the rural area that I live in. Thanks.

The guy that helped me was awesome. He was very attentive to my needs and was able to help me through the process. What he wasn't able to help me, he directed me to a resolution. I am currently waiting for Apple to re-enable my apple ID so that I can complete the process. Thank you.

Service was great and easy. Your customer service representative was wonderful and I received the phone within 2 days. I will buy this coverage going forward on every phone as long as it is with your company. There is nothing that could have been easier.

We had an issue with a returned device and the gentleman that helped me tried to resolve the issue. As far as I know it is fixed and that makes us happy. Sometimes things do not go accordingly to the plan.

They replaced my device, and I got the new one in less than 24 hours! Thank you so much. Very professional and personable, seems to be a rare thing these days. They seemed to care that I would be satisfied with the service.

Was worried about filing claim for my replacement phone, but the process was smooth and easy to place claim and set up the new phone. After receiving the phone, technical support was very helpful and assisted in setting up my new device within 10 minutes!

I pay a protection plan for all of my devices. I filed a claim and within a few days, the device was replaced even though the model was listed as being out of stock. The process was super easy which makes what I pay for insurance each month worth it.

Response to lost phone was immediate. Replacement arrived the day after my call for assistance. The process was straightforward and service is excellent. I cannot imagine not having this insurance plan in place. We rely on our mobile phones for much: staying in touch with loved ones, work, calendar/schedule, banking, etc. This service is essential!

Customer service went above and beyond to help resolve my problem and ensure that I would not have to call back for more assistance activating my replacement device. Representative was nice and very patient I had to put him on hold to reach the employee who had the device that needed to be activated. Rep went as far as to call the employee to ensure that activation was complete so we would have no need to call back and go through the phone process again. Phone was activated and there were no further issues or need to call customer service again.

Thank you for you prompt attention to my claim. I received my replacement within 48 hours. I have used your service once in the past, and each time my claim has been handled expediently with my replacement arriving within 48 hours of filing.

Very easy to work with. I messed up online and then called and the person I dealt with was excellent. I got my new phone the very next day. Highly recommend this company. The replacement fee was ok. Not sure if this is a better price than what Apple offers.

The website was easy to use. Very easy forms to fill out. Very fast delivery of new phone. No hassle experience. I am very glad that I got this coverage for all our phones. It's great "peace of mind". Thanks again.

We did the online process because previous experiences with a rep has been a hassle 9/10x. They always give the runaround and never seem to be clear or concise with the info they give. The shipping was delayed so it didn't take 1-2 days. Quite a while to be without a phone to be honest.

Very helpful. They cared about you Having a broken phone and wanted to help you resolve the problem as quickly as possible. Phone showed up quickly. I was having problems on the online and Did the chat and that was super cool, very helpful, walked me right through everything.

The entire process from start to finish was great! I went online and scheduled for a repair person to come to my home and fix my phone. Which is extremely convenient. The website was simple and easy to navigate. The price was was very reasonable. The repairman that came, was on time, friendly and kept me up to date throughout the entire process. He was only here for about 20 minutes and my phone was perfect when he was done!

Getting a replacement was quick and easy. My replacement ended up being the same color as my original phone. They helped me with setting up the new phone. They were willing to help me get my pictures and stuff off my old phone however my screen was black so I could not see anything so I could not do it the recommended ways. I was able to get my stuff and reset the phone myself so it all worked out. Very pleased! Thank you!

I always get a good deal with Asurion. Only problem that with UPS there was no delivery on weekends; Whereas with FEDEX they also deliver on weekends, when it seems it is a matter of life and death with a lost phone.

Very professional and fast. I have had Asurion for a few years now and I have never had a bad experience. I would recommend this insurane to everyone. Customer service is great and very friendly. They do a wonderful job.

Great customer service from the Pro Techs. I had a call back due to my own time constraints. Both techs were knowledgable and extremely helpful in locating/loading my backups. The techs patiently allowed me to explore some settings in the phone and answered every single question I could think of.

Experience was easy and clear. I was not happy that I had to pay over 200.00 dollars for a replacement phone even though I had insurance coverage on the lost phone. It would be nice to get that money back.

The entire process went smoothly. I was able to make the claim online and the replacement phone was shipped promptly. The replacement phone was in great shape and the activation was quick and easy. My experience was excellent and exceeded my expectations.

Asurion’s service was easy to proceed and fast to get my replacement phone delivered. I had 0 problem to do it myself. It’s also gives me a peace of mind to know that my phone is covered. We’re using the same service for our new phone again.

Fast friendly fix to my problem. Easy to understand the person over the phone. Patient and thorough help during my time of need. I had a new phone within 3 days and was helped with activation. Excellent customer service experience.

Great response to my questions and fast results. Did not take long to resolve my problem. The tech was polite and kind and patient. I would recommend this service to all my family and friends because of the positive result I received.

Asurion was very quick to get me my new phone, I was very impressed. In my line of work, emergency services I depend on my phone and its capabilities to help me with patient care. THANK YOU! I will definitely recommend this to a friend or my family.

Although the deductibles are ridiculously high, the overall experience was fast and simple. The replacement device came the next day and the activation of the new device was very simple when following the step by step guide. The return packaging was pre-labeled and easy to use.

Everything went well, the service we received was personal, efficient and professional. The local AT&T store in Stow is wonderful so glad I left Verizon. The only thing that would have made the experience better was the amount of time it took for the phone replacement, 7 days was a bit much understandable though coming from Texas.

Over the course of about a month we needed to get three replacement phones through Asurion due to functional issues with the phones. While they did replace the phones quickly, they mistakenly wrote us up as having two claims and charged us over $200 for the third replacement phone as well as canceling our insurance for having more than one claim in a 12 month period. They claim that they never received the second phone back, but in conversations with them, they told me that they were able to find the phone and that I would get a refund. After a year of dealing with them on this issue and repeated phone calls to them, they still have not refunded my money nor reinstated my insurance. Very disappointed - too bad I can't bill them for the nearly 20 hours I have spent on the phone with them to resolve this issue.

I've been a customer for years and years and years. I've never filed a claim or anything. I dropped my phone 3 ft and the back glass had 3 small cracks no cost because I had the TOTAL CARE PLAN. I thought I would be sent a replacement but I was told the replacement would cost $249. So, don't be misguided as I was by the TOTAL CARE PLAN because when you sign up for it, they don't inform you of any replacement fees. The only costs I saw were cracked screen replacement for $29 so I'm a little disappointed and feel really misled. It should not be legal to advertise the way they do.

For the past five months, I have been dealing with the most dishonest insurance company: ASURION, the phone insurance company. I can assure you, this has been the most unpleasant experience in decades! My son’s phone was stolen in April 2019. The next day, I filed a police report. Two days later on April 13, I started a claim with Asurion, ATT insurance company, to get a replacement device. A few days later, I received a replacement phone for my son.

After 3 weeks and numerous phone calls, Asurion finally agreed to waive the balance of the deductible and sent us a new phone.

The process was easy with friendly and willing staff. I was thankful for the pleasant experience. It all done at a decent price to and willing and helpful tech support. I was able to turn my disaster into a decent experience.

Phone came within three business days, it was easy to set up the new phone. And easy to return old phone with the packaging provided. I used the AT&T chat to activate the new phone with no issues. All in all it was a fairly simply process.

Updated on 10/08/2019: So after entering my review, an Asurion representative got in contact with me and asked for my claim number to inspect the case. However, despite this rep mentioned - in her public address to my review - that my customer service experience was not typical, in private she repeated the same response I got from their service manager: “Unfortunately, this denial will still stand, any physical damage on the device would void the manufacturer's warranty”. The only difference is that this time I was offered a $36 eGift card that by the way, I declined.

My iPhone screen is broken -- Asurion is telling me that I have no providers in my area (I live in Arlington, VA) who can fix my iPhone screen, which would cost $49. Instead, Asurion is telling me that my ONLY option is to pay for a new phone, which would cost $299. This seems pretty ridiculous that I can't mail in my phone OR that Asurion can't find me a local provider to fix my phone at the price they have advertised. They said they might be having a "software glitch" since no providers are showing up and that I should wait a few days and call them back. Has anyone encountered this? How can I get it fixed? I spent almost 2 hours on the phone today with Asurion... talked to 4 different people, including headquarters... No one helped.

We lost our phone and asked to have it replaced. A phone of lesser insured value was received. I called upon receipt of phone and asked to speak to a supervisor, who worked with an ATT person in Tennessee to resolve the problem. I received another phone (Samsung 8) which I had programmed at a local ATT store. The supervisor did great.

Great customer service. Everything went smooth and received the new phone as promised. No hassles. Everyone was very helpful and on time. Would recommend it 100%. Gave us a discount as well. Keep up the good job on your great service!!

Very good service. Everything I needed was complete. The phone came fast, like they said it would. I would recommend this service to anyone that has a phone. The price was right, nice phone, thank you very much.

Screen got cracked and it caused the bluetooth to stop working so I got a replacement phone. It got there in a timely manner and getting it replaced was quick and easy. No problems to report at all. Greatly appreciated.

Communication wasn't great and very vague. I had to call in a couple of times, but the people I spoke with were great and helped me. I would recommend communicating with people on the timeliness of the process and set-up proper expectations from the beginning.

I called few times spoke to a few reps, they are all garbage including floor managers. I called few times spoke to a few reps, they are all garbage including floor managers. I called few times spoke to a few reps, they are all garbage including floor managers.

Easy and helpful service on the phone. I was able to get my daughter a new phone within one day after filing the claim, and when we needed extra help returning the malfunctioning phone, the representative on the phone sent us a new pre-addressed envelope right away. Thanks!

Service was great, the techs were knowledgeable and friendly. I would recommend a coworker a spouse. I also like the hours of availability even on Sunday. I felt like they took customer service to another level when helping me get my phone changed over.

Easy to use web interface. It was unclear that the car charger would come in a separate shipment, so the follow-up emails about delivery were a bit confusing. But the process did not take much time to complete. Overall, the experience was quite efficient.

Unbelievably fast and super easy. I called in on phone and spoke to gentleman whose customer service skills were awesome. Very surprised experience went as smooth as it did. Not too often able to speak to a person so quickly.

At 1st I thought I was wasting money on insurance what I was wrong. Having this insurance covered my phone very little out of pocket. The phone was delivered as promised. It was a very easy transition into my new phone. Thank you.

The replacement phone processes was quick and I received the correct replacement. Easy to complete the request online and easy to follow/track the process. Received the replacement phone within two days. Easy return process and able to track the return.

Had to do a complete new phone exchange. They overnighted and sent return paid envelope as well. I had the new phone, set up and very clear directions. All complete in under twenty four hours. Time is very important and I didn’t feel as if I lost any time.

Phone was stolen while on vacation. To be on vacation and have no phone is difficult. Very easy process to walk through to have phone shipped. Once received customer support was helpful and very knowledgeable on setting up the and restoring what I needed.

Received replacement watch quickly. No problems with submitting claim and returning watch in supplied envelope. Process was easy and replacement product was in new condition as promised. I would recommend this insurance for any new devices. Customer service was friendly and eager to help resolve your problem.

I was really surprised that the process was easy and not complicated. Your representative was very understanding and extremely cooperative. Time-wise very efficient. Saves me a lot of stress worrying about my business calls. Keep up the great work. Thank you so much for your prompt service.

With a military family and oldest child on Active Duty our devices sometimes have a rough going; your warranty work and quick replacement policy Keeps us in touch. I have been able to either go into a Verizon store or online seamlessly.

My old phone was badly damaged. I went to the AT&T store to file the claim. It took only a few minutes and a few days later my new phone arrived. There was no hassle and the new phone is a much better model than the one I had.

Very professional and knowledgeable staff! Phone use was very easy. The repair jobs made our cells like new again! I highly recommend Asurion. Thank you for excellent service. You made me feel like myself and my family were a part of your family.

After two years I finally make the mistake of dropping the phone and shattering half of the phone's back. Made the claim, understood that new replacement costs me hundred something dollars, a fraction of the actual cost, maybe at six hundred something now with the S-nine and S-ten already out? I don't know, but the new phone arrived in two days, I read the instructions on their website and started transferring all the data I needed. For the cheapest rate, eight dollars a month, it's worth it. Helped me save money in the long run since I'm almost done paying off the phone and don't plan on upgrading.

The young lady that assisted me was so nice and knowledgeable. I had all the information I needed in just a few minutes and received the phone in the time period I was told. Instructions were easy to understand. Very easy and quick process. VERY satisfied!

Have never filed a claim until yesterday. Was supposed to have a same day delivery between 5pm and 7pm. No call and no show. Called customer service number, they had no update on my order. Told me to call back the next day for system to provide an update. Next day was told the same thing. Collectively spent about 4 hours on a Saturday speaking to various reps about the issue. No one could give me a correct answer or confirmation of when I would receive my phone.

Response time was very very fast. We were able to take the new phone to the nearest Verizon and they were able to assist us to download all of our information from iCloud onto the new phone with no problems.

PHONE CAME LITERALLY NEXT DAY AS I WAS TOLD. I WASN'T EXPECTING YOU GUYS TO MOVE SO FAST. Also, being that you guys didnt have my phone in stock I was able to get upgraded to the next available device which I greatly appreciate. THANKS ASURION for moving so quick and helpful along the way.