Asurion Reviews

Have made a couple claims over a few years and happy with the service. Deductible is the same for new or refurbished devices and you don’t get to pick it, just depends on availability. Might be better to have different prices for new or refurbished.

It was easy enough to file a claim but the phone wasn’t in stock so it took 5 days to come. It was nice though that they also send a charger and headphones with the replacement and gave directions how to transfer info from broken phone.

Very satisfied with the turnaround time on my replacement phone. I was able to do everything online without a hassle and it required almost no effort at all. I feel very glad that I’m still with this option for phone protection.

Very pleased with customer service and coverage. I would have like to get the same brand of phone. The new one "Moto" has a long learning curve after having a Samsung. But all in all, it was a great experience. I have already sang the praises of your service to my friends and relatives. Thanks for your help.

After my father lost his phone and it had been missing over a week, we quickly filled out the online form and got a replacement phone right away. It was so easy! Of course a few days later someone called and they had found the missing phone, so we just sent back his original phone and that was also very easy.

I received a refurbished phone. I already had to return one due to overheating. It didn't make me feel safe with this one. It too gets hot. The service was fast!! I would like a new phone. It's been a pain to continue switching out phones.

We have used this service several times. All with positive experiences. The process was efficient and we had a new phone quickly. It's certainly better than going to the Apple Store for a new phone! We will use this service again for sure. Thank you.

Everything was great and went smoothly, except the online completion of forms. Had to call several times because form wouldn’t load and I was unable to complete them online. I kept getting an error and was instructed to call several times. The customer service reps were excellent.

Received the new phone as promised after son walked into the ocean with current phone. When we returned from vacation it was a quick call and the replacement was received in 24 hours. Was helped re-setting the phone once we received.

Readily available, helpful, patient, and kind! Made an arduous experience much easier! I had a few issues with the replaced phone and wonder if it is truly a new phone. Because, the call forwarding was blocking my voicemail! For 2 days, I had no voicemail! Come to find out, your staff recognized a call forwarding number on my new phone!

Had to replace one of the phones that was on my plan due to it being severely damaged. The telephone consultant was very helpful and took care of the situation in a speedy, professional manner. Thank you for making the experience stress free.

Exceptional service from start to finish! Claims process was fast and easy. Customer service was excellent and we received the phone in less than 12 hours from processing the claim!! I would definitely recommend using Asurion for any insurance-related coverage.

Thank you for making my terrible experience a good easy simple change. I didn’t even think I had insurance and once I found out I had it everything was smooth. I would definitely make sure I have insurance on my 3 lines.

Easy and quick claims. No hassle with fast turn around. I've had no issues and I've had to use this service a few times over the the last years. It is worth having this service on all your phones. I recommend this service.

The people are polite and helpful to a degree. Your site continually locked me out. Took longer than 5 mins to send number and then refused to take it. I had to call I believe 5 times for help. Even the confirmation was a disaster. The phone finally came 1 day later. A total of 6 days. Your site has light gray print which I couldn't read so I put both documents under first one. 24 hr later had to send again under ID. It would seem they could have seen it with form.

The claim process was SO easy that my 80 yr old mother could have done this. I got my new phone quickly, setup was easy (okay that part would have given my mother trouble, but she's 80 so), and sending back my old phone was easy. Thanks so much! Glad I have Asurion!

Everything was fast and easy. No glitches. Just like clockwork! I would definitely Suggest Asurion for my carrier of the future! Thank you very much for the timely sending of the phone as well as the ease of setup! Thanks Asurion for doing your job well!

I cracked the screen of my phone despite having a high end case. My fingers were constantly being cut when using me it after and I needed a quick replacement. THANKFULLY I had purchased the insurance plan. Though it was necessary for me to pay an approx $100 deductible it was worth it! My replacement phone arrived quickly and the support provided was at the level that I required.

EXCELLENT, TIMELY, AND SO VERY HELPFUL! Quinn and Donavan were extremely helpful at the store level. Being technically challenged, everyone was at the top of their game in assisting me to get reconnected. We filtered through the best options to replace my phone. THANK-YOU!

I was amazed at how fast, easy and convenient it was to make my claim once my original phone got damaged and couldn't be used. I literally spoke with a very helpful and courteous Asurion rep at 8 pm on a Wed night, and my new (reconditioned) phone, (same exact make and model I'd had), arrived at my office by noon on Thursday! I can HIGHLY recommend Asurion!

At first I was very concerned since I had called previously on three different occasions and got no help really. Finally the final person understood what I was talking about and got the situation handled, so I wanted to say thank you.

I filed a claim due to the fact that the internal volume on my phone wasn’t working well. To my pleasant surprise a phone was shipped immediately and received within 48 hours. Greatly appreciate the prompt response time as my phone is crucial for business. Many thanks!

Filed claim for stolen phone and received a refurbished replacement for a new phone that was purchased less than 2 months ago. The refurbished device was defective after a week of use and had to refile a claim for the defective device sent by Asurion. Completed the filing online and still had to call because they didn’t start the shipping after the claim was completed causing a 2-3 day delay on the arrival date. I had to do too much follow up on a professional company that’s hit or miss on the quality of product you receive.

Had very good and fast service. I'm enjoying my device. The internet service to report is good to use and fast too. Since I didnt have to call I got done in a quick manner. The device came in a lot faster than I thought.

Nice. Watch out customer, good on spot. Help set me up with phone, very fine help. Any question, knew right answers. I not phone person but made me feel like he really knew his job. Told what do, very good salesperson. Felt like come to AT&T some more if need any help again.

Super quick and helpful as always. Phone went in a lake while fishing in vacation in the middle of if nowhere and you guys were able to to send it to a local bank, the ONLY business in town, the next day, a Saturday. Keep up the great work???. Thanks!

I was very upset when I gave them all the information and they insisted that I wasn't whom I said I was and I had to fill out all this information and upload my driver's license on to the internet. They have to come up with a better way to identify a person. Like text another person that has a phone on that account instead of trying to text the broken phone. IT'S BROKEN THAT'S WHY WE NEED IT REPLACED. HOW CAN YOU TEXT IT?

I had dropped my phone in the river and the process of getting a new one was not stressful at all. Representatives were awesome to speak to and being able to do my insurance claim online was so much better.

The person I spoke to when I made the initial claim and the person I spoke to once it was approved were extremely nice and helpful. I was impressed with the customer service. It did take a little longer than 24 hours for my claim to process but once it did, I received the replacement phone the next day. I was expecting it to be a hassle but was pleasantly surprised that it went so smoothly and the two ladies who helped me were awesome.

Asurion has super fast shipping and tech help to complete the new device setup. Carrying insurance on my device was definitely a wise investment. Everyone should carry insurance to help offset replacement device costs. I will be adding insurance to each line on my plan after this experience.

Very pleased with the next day delivery, as replacement phone was ordered in the afternoon of the previous day. I didn’t expect delivery until the second day, as I thought it was ordered too late in the day to get it the next day.

I had an issue with returning my broken phone, worked with me when I found out girlfriend sent it back to the wrong place and had to wait crazy 12 days to be shipped back to me so I could ship back to insurance company!! Overall great experience with Them..

I appreciate the prompt and timely service in getting my son a replacement phone. The steps to obtain the phone were just as easy as receiving and activating the phone. My son is happy, and so am I. Thank you.

It was a quick submission of a claim for a lost phone. The process for receiving the replacement was painless, delivery was via FedEx and easy replacement setup. Tech support from carrier was helpful via telephone. Overall service was great and worth the price versus the cost of having to purchase a brand new phone.

Was really pleased with the service! Was a lot easier and quicker than I thought it would be. Very satisfied with service and the professional way they handled my phone loss. Only took 2 business days for replacement phone to arrive. Thanks again for your service!

Fast and professional service with comprehensive claim and replacement process. Return of damaged device was simple, very 2019! Stuff breaks and now we can move on with life. Thank you for a seamless customer service experience!

I would definitely use Asurion again. They got my replacement to me quickly and gave me ample time to get my broken device shipped out. In the future I will be sure to trust Asurion again with all my phone protection and replacement needs.

Excellent service, and attention from the staff. Helped me a lot and always guided me throughout the process to avoid problems when doing so. The truth is very satisfied with the attention and exceptional service. Hopefully all the companies will take a little of your service.

When I broke my phone I was dismayed to realize I didn’t have AppleCare. Then I remembered I’d been paying AT&T every month for insurance... went on the website, spent about 3 minutes filling out a claim, paid $149 — had a replacement iPhone 8 Plus delivered with 2 days. Amazing!!

The service was quick and easy. We appreciate the fast service and we were able to connect to her phone the same day. We definitely are happy we have the insurance. It gives our family peace of mind. Thank you!

The whole process was seamless and lightening fast. No complaints. It was a completely painless experience. I was very happy and my new phone works great. Getting it activated was a bit of a challenge but once I called the helpline it was easy peasy.

Glad to finally get my phone. It took a little long but they made sure that no one was trying to make a fraudulent claim. I was pleased with their service. My claim representative was very kind and helpful.

Asurion’s service was effective and efficient. The instructions on sending damaged phone back were super easy! The self-service options make everything easy and convenient to my busy schedule. Also, I received email updates along the way with tracking info and details on set up! Great experience.

I cracked my phone screen and nobody in my state or two other states could fix it, so I had to send it in. After three full business days of not having my phone, we called them to check the status of it, and they told us they could not continue the repair because "Find My iPhone wasn't turned off", but no-one contacted us to share this information. The instructions did not say to turn off Find my iPhone, so now I have to wait another three business days without my phone. Don't use Asurion!

The overall experience went well. From the moment I went to the store and called to talk to a customer representative to my phone being shipped to me. It was a good experience like my previous experience from my screen cracking a few months back.

Great customer service. Would recommend to anyone. Asurion holds up to its name. Not sure the pricing is worth it but it does beat paying full price. Deductibles should be a lot cheaper for the price you’re paying for, the phone carriers should cover the cost. Other than that, the customer service was excellent in every wonderful staff. Thank you very much.

Losing a phone is always stressful. Asurion was very helpful and quick turn around within 48 hours. Well worth the insurance cost. Best word of advice, always have your phone on auto backup to save photos and other important information.

I’m very pleased with the service I received. Also how fast everything was handled, I really appreciated it. I love how customer service took care of my problem with the service that I need it at the time. Thank you so much.

This company is a joke. The customer service representatives are so unprofessional it's almost funny. The company could care less if its customers are satisfied or not. In the end of everything, I am still left without a phone, and they don't care. Even the supervisor, Mark. Angie, who I spoke to first, was TREMENDOUSLY unprofessional & rude. Being someone who knows good customer service from being able to provide it myself, I was surprised to see someone care so little about their attitude while at work. I was rudely cut off and put on hold after verifying Angie's name with her, after I had asked to talk to someone higher up. Then, Veronica had took the call. Not only was she just as rude as Angie, she even at one point told me to go buy a phone at Best Buy for $6.99.

Pretty good, only I had to update phone during initial setup and so we did the call back option and when I was called back it wasn’t ready so I hit the option to wait longer and then when it was ready I hit the option and was on hold for a long time so I hung up and called the first number and got someone right away.

Awesome experience, friendly, easy, had a mix-up and was handled quickly and successfully as far as I am aware... Thanks Asurion team! I was afraid to use the insurance but now that I am aware if how easy it is to use, I will take advantage of what I have been paying for every month in case I were to need it.

Filed a claim on a Friday, received the replacement on Tuesday. Dropped the old phone at the Post office. Waiting on confirmation that it was received. All in all easy to use. Will recommend to friends. Not so thrilled with the AT&T store that I went to. Customer service was lacking.

Fast and professional service. Would highly recommend Asurion protection for all electronic devices. Very little down time. Receipt of replacement device was within 24 hours. Return mailing of damaged device is quick and convenient.

Laptop screen all black. Filed a claim. Told I would get a kit to send it back. That was weeks ago. Haven't received anything. Cannot get any information. Will not deal with this company in the future.

Very quick and easy experience… Thankful that I had purchased the phone replacement coverage warranty… everyone that was at the AT&T store, as well as any communication with Insurance carrier, was very clear and everything was taken care of in a quick and professional manner.

The Asurion customer service was very helpful and friendly. They did not hesitate one bit to address my situation. I will recommend Asurion to all my friends and family. Thank you for the awesome customer service. I will definitely use Asurion again.

I made a claim of a phone accidentally dropped in the lake while jetskiing. The claim was made on 8/7/19. They needed to further review the incident. I was told twenty four hours. Two days later I still don't have a phone!!! Oh by the way it's 24 business hours? I called after my credit card was charged and still didn't have a tracking number to track phone even though it said phone was shipped. Called Asurion. Was apologized to. So what? I don't need an apology. I need my phone. Problem is Asurion team does all provider's claims. It's a monopoly/scam. Very poor service and a disappointment. Now it looks as I will not have a phone for this weekend. Shame on you for all the promises.

Wish it hadn’t taken 3 days to get my new phone. Other than that good experience but tough without phone that long, wish I could have gotten phone in same day being without my contacts and email for so long. Was very difficult.

I could not be happier with Asurion. This is the second time that I have made a claim for replacement coverage with Asurion. Very simple and easy process to complete the online form. Shipping is lightning fast, and was notified every step of the way. From a notice the phone shipped and when it would arrive.

My daughter had her screen replaced because it was cracked. There was actually a problem after the screen was replaced and you sent my daughter a brand new phone. Awesome service. Thank you for standing behind your work! The phone came very quickly in the mail. She is very satisfied! So glad to have this policy!

I really appreciated everyone I spoke with. They were knowledgeable, understanding and concerned with ensuring my replacement phone was set up correctly. They even walked me through getting the old phone deleted. The instructions on the card insert which came with the replacement phone were easy to read and understand.

The process was easy and it didn’t take long for me to get my replacement iPad Pro. I really like the process, it was hassle-free. Great service Asurion! Glad I purchased the insurance for all my devices. Happy Customer.

My son's phone lost its ability to hold a charge and I received a replacement without a problem and quickly (once I was able to discern the correct phone number, which the website was not too helpful with). The return and set up process was very well explained.

I had a problem with my phone and Asurion contacted me to resolve the issue and sent me a new phone. I’m so happy that they were able to help me and make the situation right. I’m very satisfied about the results and I do appreciate it Asurion. Thank you!

Took a couple phone calls to get the claim started but after that everything went great. Everyone we talked to was pleasant and knowledgeable. I understand the initial delay, this was a lost phone and you just need to make sure folks really lost it.

Claims process was simple, quick and hassle free. Got a new phone in 3 days. Did the transfer myself, as well as the activation. Customer service was polite, and helpful. The return shipping box was a snap. Overall a great experience.

Great customer service and response time. Set up very easy and quick. It was one of the most happiest and swift service I have received from any company. My tech was so observant and kind. Very down to earth and made me feel like a valued customer.

AT&T sucks, was on hold two different times for 20 plus mintues. Went to store, bad attitude from mgr. and a stall. Guy that helped me was competent and terse. But you guys were a joy. Not once but my four interactions were pleasant, friendly and extremely professional. I must mention the gentleman that helped me was extremely competent and diligent. Your group should consult for AT&T.

Good although return box could have more cushion, it was just cardboard. I would have been charged full price of phone if it was cracked or something. I didn't report.. There is not much protection from it cracking, no confirmation that it will be safely delivered. That is a set up to fail if you ask me.

I am absolutely happy with Asurion. The phone came as they send it would. I hooked it up and it's been working ever since. So.. Great Job!! I even called to get it activated because it seemed a little tricky. But it ended up to be super easy afterwards.

Courteous representatives and fast delivery of my replacement phone. A definite reason to keep insurance. Asurion put my mind at ease after the stress of losing my iPhone. Tell a friend about this service and they will definitely thank you.

Great customer service very prompt and professional. Representative was very knowledgeable of all the questions we asked her. She was very helpful and kind. Representative took the time to hear out our concerns, and she went the extra mile to help us and explain in detail what and what not to expect out of our claim.

Through Verizon, I was streamlined /connected to Asurion. My phonemail was informative and a replacement cell phone was sent to me as promised, within 24 hours. The process was very efficient. The downloading of information from the broken phone to the new phone went much more smoothly than I expected. I was very pleased with the service I received.

Great, very fast and reliable! My spouse dropped her phone in the lake while on vacation and we called Asurion after getting home. They assured us that a device would be in our hands the very next day! We were pleasantly surprised! We ended up having issues with the replacement device but Asurion sent us another one right away! They take care of their customers!

Your company was great. My daughter shattered her phone. And then had a boating accident about 5 weeks later. Your company was great to work with and was very quick to deliver a new phone. This was very hassle free and very nice. It is great to work with a company that really cares. Thank you.

I was on vacation lost my phone in a lake. Contacted Asurion and began the claim process. Very straightforward and efficient. Each step was well explained and understood. The only issue I found somewhat frustrating was the fact I had to PRINT the affidavit. Being on vacation and lucky to have cell service to file the claim, it was a little bit of an issue finding a printer to print the form. Would have been MUCH more convenient to be able to file the affidavit online. Other than that little bit of an issue... great experience. Thank you.

Everything went well, the filling out an affidavit was a bit of a hassle. But all went well not bad procedure. Fortunately, my computer worked well, it would help however if we could go directly to AT&T store and file a claim there.

Very satisfied. My device arrived on time. No problems. And yes I would recommend a friend. Love the quick response. As soon as I filed the claim Asurion was on it. They got my claim process with no delay. They got me the exact same phone and color. Awesome job!!

All good, except for the 150 dollar fee to pay for the replacement phone. Other than that, the rest of the whole process was smooth. I have no further comments regarding this matter. Thank you and have a good day.

Everything went well. I received my phone on the day I was told I would. The only thing is that no signature was required. I came home and my phone was sitting outside in a box. Otherwise everything was great!

They were very prompt. I'm sending phone and I have absolutely have no complaints about them. Asurion is a great company. They helped me fix my phone even though not too happy with Verizon because they shut my phone off.

I received my replacement phone in a timely manner and it was easy to update and reset the new phone with all my information. The insurance was worth it because the new phone was free. Thank you for a lovely phone.

The experience was great and the only frustration occurred because there was no way to recover any of the Data on the old phone. This has occurred with several of our phones lately. In the past it was easy to get all info back. It seems that phone makers & carriers are counting on semi disposable phones although the costs of having one is high for the shortened life spans.

I have had Asurion insurance on my grandsons' iPhones thru AT&T for over four years. In November, 2018, my third grandson got his new phone and I insured it thru AT&T. Because of having three phones (grandsons), plus my husband and my phone which I never insured, the AT&T store rep recommended I get the Family Plan, insuring five phones at the same price. Well, it wasn't the same price since ProTech was added on; but I accepted it and paid the monthly premium. In April 2019 I realized that AT&T had my grandson's phone number as the primary. I called to correct that in that I should be the primary. In July, middle grandson dropped his phone in Boise River. This phone was one that has been insured for over four years. When I filed claim, I was told I had to pay the FULL deductible because I had made changes on the account in November, 2018 and April 2019. The changes were increasing the plan and correcting an AT&T error.

Following a terrible experience with UPS who lost my phone with my whole life on it - they were totally unconcerned that they lost it!!! After three weeks of frustration I filed a claim to get a replacement phone on a Friday afternoon. I received my new phone the next day!!! Thank you Asurion :-).

When my daughter fell with her phone in hand, I was more concerned about her. However, the phone looked much worse. It looked like it had been run over by a bus. But no problem. Easy process and we had her new phone fast in days. Worked out well.

My husband lost his phone one morning. After searching and using Find My iPhone, we realized it was gone for good! I called Asurion about 5:00 pm that day and we had a new phone by 4:30 the following afternoon. Thanks, Asurion.

The service was very quick. It was very easy to file the claim online and I received my replacement phone within a day or two. The only hard part was trying to turn off the “Find my phone” feature because the broken phone couldn’t be turned on.

My son who is currently serving on an Aircraft Carrier for the US Navy accidentally lost his phone in the Arabian Sea triggering a claim. When I called in I did not know what to expect but the lady who assisted me could not have been any nicer, thorough and understanding. She handled my claim quickly and accurately. She represented Asurion as a true professional. Thanks for such great customer service!

Everyone was great. They got everything resolved quickly and efficiently. We will continue to have the insurance as long as we have Verizon as a carrier. Hopefully, we won't need to file a claim again. I would recommend them to other customers.

My replacement phone arrived the day after the claim was filed. Excellent service. I was very pleased and happy I had chosen the insurance plan. My screen had inexplicably cracked while in my pocket. I didn't even realize that the glass protective cover had come off.

Keep up the great work. Thank you for taking the extra time out to help me with my issue. And we got it resolved. My bill seems to be a little lower but we shall see in the upcoming months. My channels seems better as well.

Excellent service, communication very good, TA on replacement, product excellent. They made the experience well, worth insuring your mobile devices. Mobile devices, phones, tablets, laptops so expensive, it’s nice to know you can cover them without hassle when something arises.

The process was good but it seemed silly to have to hang up after holding for over 40 minutes to wait for an email to then be able to pay for the services when I had a live person on the line. To me, that is poor customer service. Also I was told it should take 24 hours to get the replacement when I inquired at the wireless store but it took 3 days. I made the claim on a Friday evening and was told I wouldn't get the replacement until Tuesday. That was a long time in my opinion. Especially when I am paying so much for the insurance and the replacement device. Other than that it was ok.

My device arrived sooner than expected. I was able to track it along the way. Everything was absolutely perfect. I was able to use my new phone right away. It took a little while to set up but that was not Asurion's fault. I was very happy with Asurion's performance.

I have purchased Asurion Insurance for several items. I just recently my first claim. I provided all of the information requested, (see attached) but my claim was denied with the reason: "my records didn't match their records". I asked what information they were referring to. After several such emails, I would always get the same response. "My records didn't match their records". I could never get them to give me a specific response. On two occasions they asked for my phone number and date of failure. I of course responded again with the information in an email along with the requested forms I have previously submitted. I continued to get the same response.

The process was fairly simple and I got a new phone pretty fast. It kind of sucks if you don't have access to a printer or scanner, but I was able to use the one at my job to submit the required documents.

Very easy and customer service representative was clear and very helpful! Delivery of replacement was very prompt! The process of returning old product is very simple and easy! It’s very nice to have an insurance that makes claims easy to understand and return to company!

Thus far, things have gone pretty well. I just sent the phone back today, 7 Aug 2019. The replacement phone is working and I haven't had any incidents. Although, all items did not transfer, like clipboard items, but so far all other items have been transferred.

I'm very pleased the way it was handled. Prompt and very professional. I will recommend to friends and family the service of AT&T. The instructions very clearly and simple to follow. Once again very pleased.

The agent over the phone was great at helping me get connected. And my phone came in the very next day. Also it's my first time using the plan since I got the service over a year ago and appreciate the reduced deductible.

Everything was very smooth with no complications, awesome job!. I never had a problem getting in touch with them, every time I called there was always someone there to walk me through the process. Thank you guys for the great service.

My phone got wet in the ocean the first day of family vacation. I went to the local AT&T store filled out some paperwork and I received a new phone the next day. And it was a Saturday. Super quick service.

We received a new and better phone within two business days. It was easy to make a claim. Our old phone was lost in a lake, so we did not even have the old phone to return. I am sure we will keep the insurance for the future.

Had my doubts about carrying the insurance on my phone. Then I dropped my phone and the screen shattered. Looked into other options first with just replacing the screen at the phone repair placed around town and it was cheaper to just use my insurance and get a total phone replacement. So I saved money and got a new phone.

Everything went smooth and I was able to transfer all of my apps, photos an videos too. The new phone works great and I really appreciate all the support I received this past weekend. It didn't take too long and the tech was very helpful in walking me through the entire process. I hope to never go through that again but I know a great team in place to help me out.

My phone squeezed out of my pocket and drowned it self in Puget Sound. We were on a 4 week trailer vacation. Asurion got a phone mailed to a friends house and it was waiting for us when we got there. Verizon helped me get it up and running and got it equipped for the rest of the trip. Glad we had the phone insured.

Always fast and friendly customer service. I put in the claim online and I had no problems. Received the correct email and submitted the information needed. Now just waiting to lay for the deductible to have my phone with me.

Fairly compensated for loss of phone, although we had to pay $75 for a new Galaxy S7. No problem with this. The only drawback was, no insurance offered on new phone. Do we need to contact AT&T cust. serv. to rectify this? Thank you, June

The customer service was great as usual. Everyone was committed to resolving my issue and offered solutions. Keep up the outstanding service and feel free to share the good feedback with your teams. Good news is hard to come by in the CSI world. Cheers!

The team was very quick to get my phone out before the end of the business day and I had it here before the end of the next business day. I would highly recommend AT&T to friends and family members so keep up the good work. Thanks AT&T.

My phone battery was expanding, pushing off the back plate. AT&T rep. said I needed replacement. It was delivered before noon next day. I was very pleased. AT&T rep. at store transferred everything to new phone and all went well.

Called and got a new phone within a couple of days. Reps were very nice on the phone. However I would go by the instructions of returning the old phone by what it says in the return info given to you when you received your new phone. Reps gave me longer windows to return the old phone. Was not sure what was correct so sent back within the instruction time. They also were great about E-mailing me and letting me know that they had received the old phone.

Great service! Easy claim process, easy navigation on website, and quick replacement phone. This phone is used for work, and was very happy that there was hardly any downtime, and my husband only had to use my cell phone for 1 day!

So I call to file an insurance claim on my iPhone 8 Plus that I've had for almost 3 years to then be advised that I did not have active insurance on my phone due to fraudulent activity that occurred ten months prior. I was never notified and since I have automatic pay, I was oblivious to this. I then call ATT to ask why I was never notified and to find a solution to this. ATT does their due diligence research on my account and they realize that the fraud was intended; however, the phone was never shipped to the crooks and that this was not my fault. I am then told that the insurance will be activated again to then be told that my deductible is $225 for a phone that is 3 years old. I bring it to their attention that this was completely absurd and ridiculous and ask to speak to higher management. I then speak to a supervisor who tells me that they will honor the discounted deductible of $115 since I was the victim of fraud and for the inconvenience.

I am not sure how, but my son's iPhone stopped working. There were no immediate signs of physical damage. We went to the Hickory AT&T location and were in and out within 20 minutes filing the claim. The replacement device came the next day. Setup and activation was easy. I shipped the old one back. Quick and easy! Thank you for making something so stressful, so easy!

The gentleman who helped me over the phone was very nice and professional and knowledgeable. It was a very easy process and he was patient as we had to wait a minute or two sometimes for my phone to finish a step. I’m so glad I signed up for this plan. Every step has been easy in replacing my broken phone.

My teenage daughter lost her phone at a concert, and as teenager would, felt it was the end of the world. Luckily I had Asurion to cover, and they replaced her phone within 2 days. All went as seamless as possible and at an appropriate pace. Thank you!

Kevin was great! He was very patient with me since we had to do the activation via a conference call. He was also very knowledgeable as well. I was very pleased with the outcome! Thank you again Kevin. You did an amazing job!

The woman I spoke with was very reassuring that we would get our phone in a day or so and she was very helpful! I would recommend Asurion to a friend because the customer service is on point and my husband's phone came within the time she said it would.

I lost my phone when I flipped my Kayak and at first it looked like it was going to be 10 days, but the phone was here in 3-4 days which is excellent. The phone was easy to set up on my own and the instructions on your site are very clear.

Helping me with getting my device backed up and running was great. But your verification process is really inconvenient. Especially when we have a family plan. If I’ve filed in the past, it shouldn’t be a problem verifying me and my address.

The insurance return with Asurion was quick and easy. The forms were easy to fill out and upload to the website. Working with a customer service rep and getting the new phone activated was also quick and easy. Paying a $225 Deductible was unexpected and seemed a bit high.

I received my phone the day after I had I talked to reps at AT&T. Also because the tech that came to fix my screen could not because of other issues with the phone. I took my phone to the AT&T office here and the tech helped to turn my phone on & had everything transferred. I’m happy.

Was made to submit my claim 4 separate times only to find out my first submission should have been accepted, took 3 weeks to finally get my phone sent out and spent well over 10 hours on the phone trying to sort it out. Absolutely ridiculous. Atrocious customer service. If I could give zero stars I would. Terrible.

The person that help me solve my problem fixed my bill was excellent. Very courteously and very nice went out of his way to make sure I was happy because I was changing to Sprint if we didn’t get it fixed that day.

Awesome. I like the people. They're very nice. Talk to you polite. No rush. Make you feel comfortable talking. Well mannered help with everything. Very kind to talk. Don’t make you wait long at all. Everything was very good. I love it. Thanks a lot.

Customer service representatives were very helpful and placing a claim was very easy. I was happy that I could do most of the things online. Printing the documents was somewhat difficult there should be a way to fill out everything online.

I pay a lot of money each month to have a multi device insurance policy with Asurion. This week both my son’s and husband’s cell phones died. We got both phones and everyone is satisfied. I appreciate your service. Thank you.

I had a great experience. It was super fast easy to get my device replaced. It took only 5 minutes to file a claim. It was processed the same day and my new device was overnighted. I got it the next morning and had it activated that same day with no issues. Definitely happy I decided to get the insurance.

I had good customer service and the representative was very knowledgeable & helpful. I had a speedy delivery of my new phone. The set up transition went smoothly and all my apps was working properly and function. I want to say thanks AT&T I'm a very satisfied loyal customer. I definitely would recommend others to use AT&T as their phone provider.

Super fast delivery, phone was delivered the very next day by 2 pm and everything went smoothly activating the new phone. I wasn't expecting such fast service. Technician went through each step to help me with everything needed to get things uploaded and transferred. I would recommend Asurion for phone insurance. Thanks again for all your help!

Awesome service! Fast and easy! Definitely the best experience I’ve ever had with an insurance for my mobile device. Asurion was very polite and made my phone call a easy and short experience. Great job!

The option to have a tech come to you for repairs was awesome. After the screen was replaced face ID no longer worked and when I called they sent a replacement asap. Very pleased with the service and response. On a side note, after some research it looks like you have to bring over the old screen cable to make face ID work with a new screen. I'm afraid this will always cause issues for screen replacements until Asurion addresses this complexity.

Terrible. Waited 2 weeks for a replacement phone. I was very dissatisfied. Communication was very poor. Automated system was sending emails every other day repeatedly. That was the worst experience I ever had with your company and I still have pay for the service. Hope I never go through that again.

The phone was replaced within a brief period of time, and the assistant helped get the phone setup and data transferred quickly. Really good service and no hassles. Appreciate it. That's it! I have nothing more to say. Thank you.

Claim was easy and straightforward. I processed the claim and the phone was at home within 24 hours. Only thing I did not like is our phone was White iPhone and I was given only the choice of Grey Metallic. It would have been good if they give me the same color I had.

Besides having to file a claim online to start the whole process, you can't talk to anyone onshore. Your call will go offshore to the Philippines. I don't think I have to detail the issue with not being able to speak with someone onshore. Secondly, their choice of service providers. Cheapest is not best for anyone but Asurion. I wouldn't even care if they got middle of the road compared to what I experienced with National Repair Center, supposedly a Samsung certified. Yeah right.

We have been loyal Asurion customers through the AAFES military Exchange and have purchased plans for roughly 7 devices. Moving forward we will no longer purchase any Asurion plans as they were unwilling to accommodate when we needed a reimbursement on one of our devices and the standard procedure of sending in and waiting a week or more for a repair would not be feasible.

Prompt and professional service. Phone was delayed for a few days, but arrived in great condition. I also received a phone case to replace my lost one. That was a surprising offer and greatly appreciated. So glad I had the insurance and will continue to do so.

Actually I truly had a great experience. My phone broke and When I got home I figured out how to make the claim online. I had my new phone in less than 24 hours. Amazed I was. Then the protech professional helped me get the new phone going very smoothly. Thank you. Hope I don’t need to contact you again but if I do I have confidence that things will go smoothly again.

Requested iPhone XR replacement for cracked screen & received with no problem. Did too slow download speed. I went to AT&T store where purchased for complete downloads. Upon arrival iPhone XR had screen protector that was cracked and not the phone. Insurance agreed to accept old erased phone and waive $250.00 deductible due to store not providing screen protector information on purchase & no damage to old iPhone XR!

Working with Asurion was very easy and quick. My phone was stolen while on vacation and I immediately notified my carrier so they can temporarily put a hold on my account. Upon returning home I notified Asurion of what occurred, they assisted me in filling out the forms, I paid my deductible and the transaction was complete. I received my phone the next day, configured it according to the instructions and was back up and running. This entire process was painless and Asurion was very supportive of me in my situation. It's because of this that I will continue in keeping my phones insured through Asurion and highly recommend them to others. Thank You!!!

I received a good service. The representative was very attentive and resolved my situation. The equipment was delayed due to lack of information that I did not send on time but once I sent it, I received the equipment in a very reasonable time.

Local AT&T store rep was very helpful and courteous. The on the phone rep was a little off kilter but in the end it worked out great and the replacement came very quickly. I am very satisfied. Thank you very much.

Everything from talking to customer service to sending back the phone was awesome. Customer service was polite and helpful. Phone showed up on time next day. Got things switched over and shipped other phone back within the given time period. Worked great!

Call service associate was friendly, helpful, explained everything clearly and answered all my questions. Nikki was the person who I talked to. Replacement cell phone delivery was quicker than what I was told. Extremely happy with the service provided. Thank you.

It was very easy to submit a claim. The new phone was delivered in less than 24 hours. I mailed the old phone back in their mailer and received an email confirmation that they had received it. Quite a smooth operation.

The experience was quick and easy. The customer service rep was polite, took the my information and I had a replacement iPad in 2 days. The instructions included in the box were easy to follow with return label and even tape for the box. Thanks.

Thank you for the great service that you provided us. Our schedule kept changing and you all were so kind and worked with each during each change. I appreciate the kindness of all your techs. Eventually, our phone quit working entirely and Asurion promptly walked us through the process and was able to get a new phone quickly.

The replacement phone came within two days of placing the claims when my husband's phone was lost or stolen during his travels. He was able to have it set up and using again in no time for a quarter of the cost to buy a new phone.

So my Google Pixel 3, which I LOVE, screen cracked. I have no idea how, really! And though I ended up getting a new device, because the screen fix actually messed with the speaker, all turned out as expected and everyone I spoke with made sure I was happy. AND, it was easy and the folks were just plain nice and professional!!

2 replacement phones in a row have failed. I am about to file a claim on the last one. It is 1 week old. I purchased Asurion insurance on both of my cell phones about 3 years ago. I was told that I would receive a functional replacement phone in the future if mine were to fail. About 2 months ago, my old phone failed. I filed a claim and received a replacement phone. It worked for about 2 weeks and then failed. I filed a claim on the replacement, and after a paperwork mix up, I received the 2nd replacement. It has failed also. Each time a claim is filed, it is a time consuming and inconvenient process. Being without a phone also presents problems. This will be my third try for a functional replacement after having faithfully paying premiums and deductibles for years.

I’m a very cynical person by nature when it comes to dealing with folks on the phone and especially insurance issues. I always expect idiots on the other end. Having said that my experience with getting my daughter a replacement for her lost iPhone was superb. All my questions were answered. I was treated with respect but not in a scripted way and the new phone arrived very quickly to her address in another city. This really was a great customer service experience. I NEVER write feedbacks. I’m making an exception here because the service was truly first rate.

The two gentlemen who I worked with, Thomas and Tyler, were phenomenal. When Thomas needed assistance, he brought in Tyler. Between the two of them, everything was handled beautifully and my new phone is working very well and I am extremely happy. Thank you for having such great people on your team.

Been dealing with AT&T for 25 years. I can always call and get a friendly person to help me. I have been buying service contracts for every phone. I had a changing problem with my I-phone 6. They replaced the phone and sent it overnight to me... Very happy with AT&T - I have converted my kids to AT&T and they are happy campers also... Keep up the good work AT&T.

I am extremely clumsy and I’m certain it’s genetic. I have replaced my iPhone 3 times in the last year (2/3 I dropped). Each time, a replacement phone arrived the following day after submitting the claim. It is not free, but that speed, ease and thoroughness of service is commendable, and absolutely fantastic. Thanks, Asurion. Special discounts for challenged customers?

Helpful, courteous and professional service. My son received a replacement phone within a few days, and packaging and postage was provided for his damaged phone. We called tech support to set up his new phone, and he got it set up right away. All for substantially less than the Apple store.

Good and fast service. Had to call to get updates which was a bit disappointing but overall, good service and assistance. My phone came in the next day after I called in for an update on its status. Thank you.

I am extremely displeased with my service. This was my first time having to go through Asurion to replace my phone that was stolen from me on the 20th of July. First the wrong documents were sent to Asurion from AT&T on the 21st and Asurion did not contact me letting me know. I had to call to find out on the 23rd. Then they said my phone would get to me by Friday the 26th. Still didn’t hear anything so I called again and they inform me that now my phone is on backorder for another 7-10 business days. It took 2 weeks for me to get a new phone. Everyone that I talked to who has had their phone stolen said it took ONLY 1-2 business days. Just very unsure why there was so much confusion on Asurion's end. Also communication from this company is horrible!!! I hope this never happens again so I don’t have to go through Asurion.

Phone arrived in less than 24 hours! Easy to set it up online following the written instructions that came with the phone, and without even having to call a Pro-Tech. Wish I had submitted the ticket earlier. Thank you for making it so easy. Happy to have a "new to me" phone again.

Asurion completed and approved my request, but did not keep me informed on the process. My phone was apparently backordered, and no one reached out to let me know. I called several times over the course of a week to get an estimated time, and everyone said something differently. When my phone did arrive, Asurion was helpful in activating my device, but overall, I wasn’t very satisfied.

Very professional and fast. The team took care of my every concern and question very well. While I didn’t like having to use the insurance they made it very easy and made it as enjoyable of an experience as possible.

Phone quit responding to touch commands. After following attempts to fix which customer support directed, I was provided process for return and replacement. Replacement arrived on second day and all was well. Setup assistance was easy and fast. I am very pleased with the service provided.

Everything was smooth. The most difficult part was remembering my IMEI number since my phone was lost away from home. Other than that the process was smooth. The communication was good. It would’ve been better if I could have picked up my phone at a nearby AT&T store or Best Buy since there was a delay in shipping.

I give the service and representative 5 stars. However, I had an issue with a 10” Asus tablet and it was replaced with an 8” Samsung. I purchased the bigger tablet because that is what I wanted, it’s not my fault that they no longer have the Asus. I am not satisfied with the smaller tablet, therefore, for overall satisfaction, I would only give 2 stars.

Helped with our replacement promptly. The phone was unfortunately back-ordered but that's understandable. It was great to speak to someone who helped us right away and got us taken care of. Hopefully, we don't have to use the service again, but glad we have a good option in case we do.

I believe this was our first time using the insurance. Completely satisfied with our experience. Rep was helpful, knowledgeable and everything happened like she said it would. We're glad we purchased this coverage and happy it was a painless and quick experience. Thank you to everyone!

Very easy to set up, quick delivery (got here next day), replaced exactly what I lost. I have recommended to friends. I have all my phones insured, good program. Very professional and knowledgeable staff.

The first time I put the repair order in I didn’t know they didn’t fix back screens until the guy showed but once I called and explained that I didn’t know, the young lady helped me with no issue get a new phone out.

Went to the AT&T store, was help with the process of filling, the phone came the next day. Called your service to set up the new phone and your tech was awesome and walked me through everything. New phone works great, all data was transferred and the damage phone was cleared and returned.

Quick delivery of product, good price, professional and courteous customer service. We are very happy. I’m happy and satisfied with my carrier, Verizon does great job. If you are thankful for your freedom thank a veteran. God Bless America.

I was told that my claim was refused due to damage of product. Mechanical failure is covered according to them. A motor quit on my drone and it crashed. They told me since it crashed they wouldn't cover it. Wth. They advertise if it breaks. Accidentally breaks or otherwise. I even recorded the conversation and plan in sharing everywhere I can.

My home button on my phone cracked and no longer worked. Went online to submit a claim. I took care of the affidavit paperwork immediately and I had a replacement phone within 2 days. It was a very quick response.

Collin **, AT&T manager, did an excellent job of representing your business. Very professional, he handled the entire process, as if I was family. While I had a wait for down loading, he helped two other clients with issues, to similar outcomes. Outstanding!

The first person that helped me was AWESOME!! Very patient and very nice! He was also very knowledgeable. The person that called back was also very nice. They called back at the time that I was told that they would.

I contacted Asurion and explained the issues I was having. They did an over the phone evaluation and I had a replacement phone 3 days later. Since my phone was older and they couldn’t replace it with the same model they upgraded it 2 versions. It actually arrive sooner than I expected and works perfectly. Their customer support was excellent and I have nothing but praise for them.

Had a cracked screen on my Note 8. Not sure where to turn, AT&T recommended I contact Asurion. I received a replacement phone the NEXT DAY! I was floored at how fast it came. Unfortunately there was an issue with the replacement not being able to read any SIM card (verified by AT&T), and I had to contact Asurion again to let them know the situation. They immediately shipped another one, and this one works great. Asurion transaction was smooth, flawless, and quick. I was overall impressed.

So easy to file a claim online! Did this on Sunday evening and had the replacement phone Tuesday morning. So thankful we are covered for when accidents happen! Was easy and quick to call and get the new phone up and running. The service was outstanding in all aspects!

Ordered a replacement phone and received it the next afternoon. I received 50% off the price of my new phone due to no prior insurance claims submitted. Phone and accessories were in new condition and sealed in they’re original box. Instructions were easy to understand.

2 day turnaround provided minimal downtime. If it had not been a weekend, then it certainly would have been faster. Return process was a cinch. I did have to add tape to the box as the strip provided was not sticky enough. Just dropped in a post office box.

There was a little hiccup with the process which was resolved quickly. We had found the phone after we had lost it. By the time we found it, it had been ran over by a vehicle. I called the insurance company to change it from lost phone to destroyed phone. That way we could place the sim card into an older phone we had so we can still use it. The rep said she updated the claim. We also put that same info on the claim phone. Within a few hours, our claim was denied because it detected the sim card was used. I had to call the next day and file a new claim. After everything was straighten out, the claim ran smoothly. The phone arrived quickly and with in the time frame quoted.

I was ready for a hassle but it was anything but. From the time I called to when I got my phone (next day) was easy and the team was great. I was nervous about the phone I'd receive, but it's great. Zero complaints!

Super fast response time after an easy and no-frills application process with a very courteous and knowledgeable staff. Easy to stay in touch with during process. Super fast shipping of new device and great phone help to set-up new device. A stellar experience!

I have insurance for our phones with this company. Worst customer service. They take your money but never fix the problems. Keep sending me broken refurbished phones. They refused to fix the problem. Sad that this is the insurance we have for our phones.

Excelente job. Fast and easy to do a claim. Delivery was fast. I was able to track my status without any hiccups. The only thing is that they were sending me information to the broken phone that was need to complete and had to call in to fix that could not do it automatically.

The overall handling of the process was excellent, scheduling online was exceptional and convenient. The assistance from the associates, outside of the cold transfers that happened when calling back after the screen replacement was not functioning properly, was excellent. Nothing like a company that takes accountability and makes the decisions based on what's best for the customer and not necessarily the most profitable.

Phone arrived faster than I thought. The set up was simple and the battery lasts longer than 10 minutes! The phone arrived in a great package and looked brand new with nice accessories as well. This was a simple process, the guidance was step by step. And the return shipping was just as easy.

The young lady that helped us was very good, she did a great job walking us through the set up of the new phone. Very funny as well. Relaxed with her delivery of excellent help. Tell her we both said thank you.

I didn't get the phone that was comparable let or better that is in my insurance policy. I actually got a lesser grade phone, highly disappointed to the point when my contract is up with AT&T, I'm switching to a carrier that stands behind their policy. For the person who help my switch to my new phone, she was great. I have 3 months left off AT&T and cant wait to switch cause of this.

My customer service rep was friendly, knowledgeable, and very easy to understand. She made the conversation quick, and fun to actually talk to, and able to describe what to do with ease. There needs to be more people like her!

I recently Replaced my hubby’s iPhone 6s plus with ease. I made sure that All of his data and apps were backed up successfully. I appreciate the speedy delivery. He was able to use it as if nothing had happened to it. He was happy and so was I.

Asurion helped me resolve my problem in way less time that did talking to APPLE for help. I still have an issue I am dealing with through Asurion, but they are calling and emailing me to help me resolve the issue.

I made an appointment for a broken screen on my phone, the tech showed up on time. Did the job in 20 minutes. I tipped him and left, I plugged the phone to get charged and to my surprise it did't work. I called him back 3 minutes after he left my house and he told me in plain English that that wasn't his problem that he couldn't get back to to my house because his boss told him he wasn't allowed to do so.

Received my replacement phone very quickly as promised. Support was helpful in answering my questions I had related to the return. Will continue to keep insurance on future phones given their high cost and the positive experience I had with Asurion.

My claim was handled very professionally. The CSR was polite, friendly and efficient. The new phone arrived through the mail quickly. Asurion was a lifesaver and I would recommend them to anyone. This insurance plan is worth its weight in gold.

This was a very frustrating experience and process. First problem was dealing with having to now fill out affidavit to send back with a broken phone to take picture to send back or find fax a machine. Add that too long hold times, having to call in to find status because no call back to confirm status from Asurion even though that is supposed to be the process. Then of course now the deductible is $200.

My phone was knocked out of my hand and shattered. I contacted Asurion for a replacement. The representative was extremely helpful. She took her time to get all the necessary information and I knew from her voice and questions she was anxious to make sure everything was done to my satisfaction and it was. The process couldn't have been any easier. Thank you Asurion.

Awesome job, thanks for everything guys, I’m so happy to have you as my insurance company, I would like to give you ten stars. From the beginning everything well so good and I am so happy with my new iPhone.

Couldn't ask for better service. Period! Answered all my questions. They got my replacement phone to me in 3 days. My phone had been stolen and they even talked me through the steps to have Verizon suspend the line. Great customer service.