Assurant Phone Insurance Reviews

Such a frustrating process. I filed my claim online and thought everything was handled. I was keeping an eye on my email for some sort of communication from them but after 24 hrs of nothing I logged back in to check on things. Not even 4 hrs after I filed the claim they updated the status to documentation needed but never bothered to communicate that to anyone. I called and was told I needed to upload page one of my bill, they didn't know why I needed to provide that but just that I had to provide it. So I logged into my T-Mobile account, downloaded the bill, saved page 1, and uploaded it to their site. And waited. Another 24 hours with no communication, so I logged in to my claim to check. The document was rejected, I couldn't believe it, I followed their instructions.

I filed a claim on a Wednesday afternoon for my Galaxy s8 plus that was not dropped, nor wet or stolen but yet seemed to go black under the glass. I filed this claim in the early afternoon so I'd have it approved & sent to me with 24 hr shipping, hoping to receive it by that Thursday or even possible that Friday. The guy that took my claim was AMAZING! Extremely helpful and very nice... But with every passing day that I never received an approved email confirmation I called.

Very bad communication and follow up. I've been with T-Mobile for 12 years and never has it been this difficult to get my daughter's phone replaced. It's not so much the phone replacement but the poor communication in letting me know what's going on.

I lost my phone on May 27, 2019 at a store bathroom when I went to change my daughter's diaper when I went back boom gone. I filed my claim online and thought it was $175 as it was 3 years ago. Yeah well nope. It was $249. I finally came up with the money on Wednesday late. Called in to pay my payment had declined. Went to my mom on Thursday and had her try. Went through fine agent. Told me I made the cut off time for next day shipping. Guess what. Phone isn't in my possession. I had live chat an agent explaining there was no tracking number and what not he said that I didn't make the cut off time and that I would get my phone tomorrow 6/01.

This was my first time ever losing my phone and having to enforce my insurance policy with my cell phone provider so I was not too sure what to expect, but after everything was said and done, I am extremely happy with the results. My original Samsung phone cost me over $500.00 and once I contacted my insurance's customer service, they informed me that I only needed to pay $99.00, which would include a brand new phone, not a refurbished phone, new headphones, a new fast-charger and the best part, they will ship the phone overnight so I will receive my new items the next day. This all sounded too good to be true, but sure enough, everything Assurant said they were going to do, they did, which I appreciate and respect very much. I would recommend Assurant Phone Insurance to anyone who is seeking prompt and professional customer service.

I put in a claim for a stolen phone. An hour later I received an email that it was approved. Immediately I noticed it was submitted on the wrong phone number on the account, their mistake. I called immediately to have it corrected. Mind you this is within an hour of submitting the claim. I was told they could not correct the claim and that I'd have to wait until I received the phone and refuse shipment and that they could not submit the correct claim until they received the phone back, inventoried it and refunded my money which I was told could take up to 10 days. I talked to supervisors and was told there was nothing they could do and basically I was screwed. I refused shipment of the phone and a week later I called and was told they had received the phone and had to inventory it. Not even 10 mins later the same phone showed up on my door. UPS never sent it back. Mind you. This is a week later.

My wife dropped her cell phone, face down, on our concrete walkway. The screen was cracked all along the side. It didn't disrupt the use of the phone except for the fact that she could easily get cut on it. I first contacted Assurant through their website and had some issues, so I called and spoke to someone. I didn't write down his name, but he was very nice and considerate and he quickly put my claim through. I received the replacement cell phone the next day and I shipped back the broken one a day later. The whole process was smooth & easy. I highly recommend Assurant!

I couldn't complete the online information, had to go to the T-Mobile store and get them to help me fill out the request. I pay the insurance every month, I'm pretty irritated that I still had to pay a good bit of money for the phone to be replaced. The receiving and swap were ok (with T-Mobile help) in getting the new phone functioning properly. I don't understand having to pay for insurance AND replacing the broken phone, I don't have LOTS of issues...

I had to speak with about 4 different reps to get my claim in and get my claim approved regarding a broken iPhone 6s plus I had accidentally broken. I submitted the claim and the following day I followed up where one person told me my phone would be on its way, however, sounded unsure so I called again. Second person told me my claim was denied because I didn't include the PLUS in my phone description and there was nothing else they could do to help me so they recommended me to go to T-Mobile to buy a whole brand new phone.

I dropped my phone and cracked the screen on my Pixel 2XL a few days ago. But my claim appears unable to proceed because I don't have the original purchase receipt?? I purchased the device two years ago from the Google store and honestly don't know where the receipt is. So I copied and pasted my digital receipt and order history and uploaded it to Assurant T-Mobile claim. But each time they seem to move the goal post by saying things like the receipt doesn't have a physical store address or the receipt is handwritten...Truly absurd and borderline scammy!

Very dishonest and unethical business practices. Made a claim for a damaged phone. Agent made three mistakes in our claim, resulting in multiple issues in claim being successful. Had to call every few days to correct their mistakes. Every "claim update" was assured that everything was now fine and replacement phone would be shipped "tomorrow". Claim rejected, agent-made error found, I re-correct it, rinse, repeat 3x. Asked SEVERAL times over SEVERAL CALLS over SEVERAL WEEKS if there was ANY further information that looked out of order or was resulting in my claim being rejected. They said, repeatedly, no everything was now fine.

I was walking down a wet set of stairs with my phone in my back pocket. One slip and my phone was done. First time ever needing to file an insurance claim, but that's why I have been paying for all of these years, right? Should be easy. Filing the claim was standard, but they sent me a replacement phone that can't function in the same capacity for work, as my original phone. I NEED the pen capability. This is where the hassle grew even worse. Arguing your way through customer service is no way to do things. They just made it a horrible experience. The only way I made headway, was by getting my carrier involved in the process. Suddenly, "sorry, our mistake. We'll take care of you." After a few days without update, "sorry we have no record of that conversation. We can't honor that promise." They backed out of their promise and the process was started all over again.

I had the worst experience with the insurance company and T-Mobile too. I lost my phone and did the claim for the new phone, iPhone 8 plus. The phone came rather quickly. The only problem was it was not working. Speakers and microphone was totally damaged. I could not hear or speak. Well that means the phone was useless. Plus, the phone made constant static noises while NOT in use.

I lost my phone on a Thursday and did not receive my new phone until Monday after 5:00 pm. I feel I should have been offered a Saturday delivery even if I had to pay extra. But It was not even an option given to me. I use my phone for work so I had to miss 2 days of work. Plus pay 200 dollars for a refurbished phone I already pay monthly to insure. I feel if they are going to charge you to replace your phone you should at least get a new phone. What is the sense of insuring your phone.

Needed a replacement for my Samsung. Tried to put the claim in online, but apparently they were having technical difficulties. Called in, and they fixed everything immediately, processed my claim on the spot, and I had my new phone the next day. I had a very positive experience, and got a new phone for $99. I recommend this insurance company to anyone wanting to protect their investments.

Cracked my phone screen a little over a week ago. The claims process through T-Mobile was super easy. My replacement phone was shipped immediately and was brand new, not refurbished. I gave it 4 stars because the claim website says they will let you know when they receive your device but I never received notification. You need to keep checking the website for an item they do not give you a tracking number for.

After many years of paying for 4 phones my son broke his phone and I made the claim because I am the owner of the device, and they will not exchange the phone because he used another phone after his was unable to use his...

Hi. So on May 5, 2019, I reported my phone missing and filed a claim, submitted all requested documents, and for whatever reason in the world they have been rejecting my documents, they wanted the original receipt, which I did send to them then it wasn't the right receipt. I called back and asked what was going on and I was told the IMEI doesn't match the device I am claiming, well I informed them as I did when you send the original receipt the device was replaced by my previous carrier and I provided the claim information. They rejected the receipt again, so, I called the precious carrier and got a receipt for the exchange, and they rejected it again, and for heaven sake, no one can give me the reason they are rejecting the claim. When I ask for the President of the company office phone number, no one will give it to me. I wonder why they don't want to provide that information?

My experience was of great customer service and I received my Tablet very fast!! It only took a couple of days and it was brand new when I received it!! Thanks so much Assurant!!! Sincerely, Charlotte

I have a lavender color galaxy note 9 and filed a claim for a cracked screen and Assurant sent me a blue note 9 as a replacement! Why would I want a different color phone!!! Horrible. They charged me $100 to get a wrong color replacement phone.

I filed my claim last Friday 5/24/19 @ 08:30 am. According to FAQ's should get ph today Mon if ordered on Fri. Go to track my claim. No update on shipping. Go to chat to find out why it hasn't even shipped yet. They say still processing claim! Won't have update till 3-5 days. Might arrive this Thurs 5/30! This is completely unacceptable for a cracked phone that will not get out of safe mode no matter what the Samsung techs tried before filing the claim w/ Assurant. I work off my phone. If I can't get to the necessary apps on the phone I have to make my way back into my office to use a desktop. I am out in the field most of my day. I would have just bought a new phone before waiting this long. That is how important it is to have a smartphone to work off. I have used Assurant in the past and never encountered this. This is completely unacceptable. I have a feeling they don't have a replacement in stock and this is a stall tactic. I will be canceling after this.

My daughter's phone was damaged. I called for a replacement, paid the co-pay and we had the phone in our hands the next business day. They even sent a SASE to return the damaged phone. The ease of this process was quite refreshing and simple.

They deserve a negative rating if I could give. I called, screenshotted, went to 5 different stores, uploaded more information than anyone should need. No one would help me. The same generic message saying the same thing. It was the worst service ever. Finally a manager helped me and she had to jump through hoops just to get the claim approved then she gets it approved and it takes 2 weeks to get my phone. I even called the warehouse, after telling me I wasn't allowed to call there she tells me they don't have any and can't tell me when they will be in. No one was responsible, no one was helpful. I begged for help. No one would help.

I have just completed my 3rd claim in the last 4 years through Assurant, 2 being device malfunctions and 1 being an accidental damage claim. They are always of great help, quick and reliable in getting my replacement phone to me. I have yet to have a negative experience through their service. I am happy. I have been getting this insurance through T-Mobile for the past 6 years that I have been doing business with them; especially since I am bad when it comes to phones. It is seriously worth the few extra dollars every month, in order to receive peace of mind!

Cracked the screen on my Galaxy S9 and submitted a claim. Received the replacement device fast enough and returned my broken phone. A month later I'm being charged a non-return fee because the IMEI number they received wasn't the one they were expecting. However, the device I sent them was the exact same device I walked out of T-Mobile with. I didn't trade somebody, or find a broken one to send in. I didn't accidentally send somebody else's phone. This phone went from store to me to Assurant, and they are claiming it's not the phone I should have.

I recently came back from my vacation to Paris, France. Unfortunately while going through the metro turnstiles, for a brief moment and lapse in judgement, I placed my phone in my back pocket making my way through the gates. Just like that my phone was picked from my pocket. Three weeks prior, I just purchased the Samsung Galaxy S10+.

I received the replacement very shortly, and the new phone was fine (looks new but with some scratches on the screen), also I complained about charging and I haven't received a charger replacement at all. But I must admit: the customer service representative was super nice to me and super at any other conversational topics! It was a real pleasure to talk to the person, I'm just not happy that I haven't received accessory to the phone, and phone was scratched. But I can understand that's not the talking person's issue... it's an issue of the doing person. Anyway, I really appreciate the replacement even I've paid for it partially. (I think it kills the feeling of being secured/insured.) But who cares about feelings when corporate office needs to provide high efficiency. :-) Thank you anyway... and your representatives are really great!

Took over 9 months of fighting before I finally got a phone. It was the worst experience ever. Had to turn on a new service because I couldn't get what I was paying for every month to replace my broken phone.

I filed a claim simple and easy. Paid my deductible, I promptly received my replacement phone. Replacement phone had all kinds of software issues. Nothing would load and constantly restarted on its own, I called And was told that my phone was still under warranty and I could send it back. I was instructed that once I put the phone in the mail and the label was scanned by FedEx that I should call and they would send me my 2nd replacement phone. As per instruction I called. Spoke with a representative who confirmed my replacement phone was in transit back to them and they could have my new phone over nighted, She then explained to me that I would receive a tracking number via email so that I could keep track of the 2nd phone replacement.

On Monday I made a claim paid my deductible and was told the phone would be overnighted to me on Tues. Didnt come so I waited till wed 3pm still no phone. I finally called to find out where my phone was and then was told my phone was on back order and they cannot send me another phone so I was gonna have to be out of a phone until they got a replacement phone for me.

My daughter goes to school in Texas and her phone fell in a storm drain. I called T-Mobile and they had me call Assurant. I filed the claim online with no problems. Called and spoke to a rep. To make sure they could send the phone to Texas even though I don't live there. They were more than happy to help. My daughter received her phone overnight. Happy camper.

On Mother's Day I was accompanying my wife and son while they were fishing on Mosquito Lagoon. During the morning I left my new phone lying on the gunwale of my son's technical poling skiff. Not thinking much about it we ran a few miles to fish another area and it was there I realized I had left my phone on the side. Well needless to say it was gone so immediately upon returning home I called Assurant and they were very easy to deal with, I had my new replacement two days later.

My grandson's phone was stolen. We called Assurant and they were so helpful. There was a school shooting the day his phone was stolen and they understood the urgency to get him a replacement ASAP. Got it in a day.

I lost my phone and I called Assurant to find out how to get it replaced and how much it would cost. I was kind of freaked out and I've never gone through this kind of process before, so I didn't know what to expect and maybe I wasn't in the best mental state at the time. The rep was understanding and genuinely engaged with me on the phone. He wasn't one of these people who you can tell is just there to read a script and give you a transparently uncaring customer service experience.

The device arrived on time and sending my old device back was easy and painless. Talking to the customer service representative was painful. He seems to have problems understanding English and would ask me to repeat my information several times. I can be patient but, I almost lost my cool when this representative seems incapable of changing my delivery address. Although he could perfectly read my home address, when asked to switch the delivery address, using the same address format, he just could not understand how or why do the address change. Eventually, I had to give up on trying to change my delivery address, yet he asked again a few minutes later if I want my device delivered somewhere else. Very infuriating.

Though the claims process was actually very quick and easy with Assurant, from the completion of the claim to the speedy delivery of the replacement device, the replacement device I received was immediately faulty. I had not even used the device for 2 hours when it started to glitch as if I was repeatedly tapping and swiping at the top of the screen. When sending messages, taking photos, and browsing web pages, apps will close or open new windows sporadically making my phone a much less reliable and useful tool to use at home and especially at work.

The process was easy, I filed a claim via the app, was approved the same day/next day maybe. And my new device was overnighted to me. Then I just had to send back the damaged device within 10 days of receiving the good one, but they included all return materials and postage.

I broke my phone screen for the first time in about 5 years. The good news is that I had insurance, the bad news is that after I filed a claim and paid my deductible I heard nothing from them. After the 3rd day I emailed support only to be told, "Thank you for contacting Assurant. I sincerely apologize for any delay you have experienced with the processing of your claim and apologize for the inconveniences. Your Samsung Note 9 that was claim is currently on back order and we do not have an estimated time for availability". It's been almost 6 days now and my screen is starting to go out completely, if this takes any longer i'll make sure I can get insurance from someplace else when I get my next phone.

I have used this company several time, each successive time with a phone that works worse and worse than the original product I paid nearly $1000 for. Obviously they're all refurbished phones, which no one cares to mention when you sign up for insurance. AND they're hard to get a hold of, which btw how are you supposed to call and be called when you're calling about your broken phone?!? Don't they know how to operate an email account?

UPDATE-I was contacted by a Claims Resolution representative. A replacement phone was expedited to me and assurance the employees involved would receive instruction on the proper way to process claims entered erroneously so as to prevent this from happening to someone else.

My phone got wet and quit working. I went to T-Mobile and they had me call Assurant from their offices. I followed the automated prompts, which were very easy. I received my new phone the next day along with self-addressed packaging to return the broken one. VERY SATISFIED!

Called for replacement phone & it was sent right away. I received within 2 days of calling & they sent prepaid envelope for damaged phone to be sent back. Only issue was I was supposed to be transferred to pay by phone & it was disconnected. Found website to pay & had to call back because first guy put there was water damage when there wasn't. Second person got it squared away & confirmed payment was made.

My device came within 48 hours after my claim was made, and the claims process was simple. All you do is go through a series of questions, some of which are a bit repetitive but I guess it’s to weed out fraud. Overall I’m happy with my experience.

Lack of accountability and integrity. I was told I would get a free upgrade and received an older version of a worse model phone. Waited 3 days for a return label to be e-mailed and had I not called to find the status of my replacement they would not have initiated the request. They assumed, I guess they don't verify models, that the phone I sent was my damaged phone when it was the wrong phone model they sent me in the 1st place. It's been 11 days and i still don't have a phone and I'm $99 lighter.

I filed a claim and was told that my new phone would ship out overnight. The next morning I had received no tracking information. I called to get an update and was informed that it was on back order. I said that was not acceptable as I use it for work. The lady said please call back in an hour. I called back and was told that they had a replacement but it was a different color. I said that was ok. The representative told me I would have my phone that same day.

My iPhone new 10 was stolen so I was super happy I had insurance on it. I made a claim, and paid the $280 for a new phone. After weeks of still not having my phone I called Assurant to find out what was going on, they gave a tracking number and said it was already delivered weeks ago. Come to find out it had been delivered to a back old basement door that is no longer in use so had sat out in the cold freezing temperatures for two weeks (mail carriers fault at this point). Immediately my phone’s ding was weird and high pitched. In settings I realized it was a refurbished phone but the rest of it seem to be working fine, I had already been without for at least a month now.

Lost my phone the night before traveling. I forgot I was paying my T-Mobile insurance and drove early morning to the store. They reminded me about the insurance and called Assurant. They proceeded the claim immediately and send my replacement phone next day. Appreciate the fast service.

Impossible to get claim handled. Ripoff. Google pixel. Google sends folks to authorized Assurant center 1 mile from my house. At the center, have to call Assurant to pre-authorize. Assurant can't authorize repair at the center where I am since no centers exist according to their systems. They tell me to check in 3-5 days to see if this problem with their own systems is resolved. They will not email me. They will not reimburse me.

It was easy to file the claim. The replacement phone came within a day of filing. The data from the old phone was transferred by our US Cellular provider and the damaged phone was returned. The service is convenient and easy.

I purchased a phone through a company that provided Max Plus Assurance. My camera broke, so I called in and got a replacement device. Unfortunately when I got it the audio was not working and I could not speak on the phone. I returned it and they sent me a second replacement.. SAME PROBLEM. I have just received the third replacement phone and once again the audio is not working and people cannot hear me on the phone. THIS IS THE THIRD REPLACEMENT WITH THE EXACT SAME PROBLEM. The worst part is, after every replacement I’ve had to send back they have assured me that they will do more vigorous testing before dispatching the next one to ensure it is working properly.

My phone was stolen while I was out of town. The process for a replacement phone was easy and fast. I had the glass screen protector on my phone and that was not going to be replaced although I had lifetime replacement on that. I had to repurchase that. That could have been on my carrier and not the insurance company. All in all, good experience.

Travelled to Taiwan with my husband this past month and upon arriving back home in Los Angeles, I noticed my iPad mini was stolen out of one of our carry-on duffel bags. We think that someone took it out of our bag in the overhead cabin while we were sleeping on the plane. So irritating. So as soon as I got home, I reached out to T-Mobile and since we pay for insurance for our devices (thank goodness). They transferred me over to Assurant. From there, the customer service rep took all my info down and all I had to do was pay the deductible and they sent a replacement iPad the very next day! Couldn’t have been more happy with the speed and service that I received. Great job, Assurant.

I made my claim with Assurant and they were friendly and were able to explain the process to me when my phone broke. They helped me file the claim and I had my replacement phone within 48 hours. I sent back the damaged phone and they notified me that the process was complete. Thank you.

Some insurance companies get it, others don't. This company made me jump through a bunch of hoops to get a replacement phone. Finally got the replacement - but immediately canceled the "protection plan." The CEO's office was great, but why does someone have to go through so much work to process a claim. Poor communication and slow response times.

Costco sells this "Max Assurance Protection" insurance for cell phones. Unfortunately, I bought it and since I asked for replacement phone, they keep sending either a refurbished one which now has random working problem and then they sent me the unlocked AT&T which is not FIDO LTE compatible!!! They didn't replaced it since they say it's FIDO problem!!!! If I knew I would have so much hassle, wasting time with this company I would never have bought it. Now I have a refurbished phone, AT&T unlocked, not Fido LTE compatible (No Data anymore). Be careful with this company.

I filed a claim April 2019. Paid $99 for a replacement phone which stopped working in less than 30 days. So now I have to go through my cell phone carrier & pay $5 warranty exchange fee and I really don't feel I should pay anything else. I call Assurant and told them my issue. The rep. rushed me off the phone because now this was a cell phone company issue. Very unhappy with this experience.

I cracked the camera lens cover glass on my LG G6. Called Assurant to send me a replacement phone wich was done promptly. The phone arrived within 24 hrs but the replacement phone was defective. It doesn't charge properly and looses charge extremely quick. Was at 33% when I received it so I put it on to charge and by the time I transfered my data 1 hr maybe it was at 9%. Now I have to send back the phone, wait until they receive it, refund my deductible and call back to go through the whole process again. Not what I had in mind when that insurance was sold to me by the Costco salesman who told me they were a good company. Now I'm still stuck with a broken phone and do trust the company enough to try the process again.

Their representative was courteous, fast, and friendly. Kudos for the awesome service and I got my phone earlier than expected! Thanks to T-Mobile and their representatives!! This is why I've stayed with T-Mobile over 2 years now.

They were very helpful in getting my insurance claim taken care of quickly and even when I changed my mind on how I wanted to replace my phone on the day of my claim they did that very quickly and with no fuss.

Everything was fast and excellent. The person I talked to knew all the answers to my questions. I got my cellular promptly. The only thing is I did not get a charger, but I guess I did not request that.

I have an iPhone 7. My phone battery was depleted so I wanted it replaced. They charged me the $88.48 replacement fee and they sent me my first replacement which had speaker and microphone problems (it kept glitching out when I was trying to speak to people and no one could hear, and it would make a loud sound every few seconds on my end while talking), the battery was also very depleted, so I spoke with them and they sent me a replacement.

My son had a cracked screen on his Samsung 8S and the replacement process with Assurant was extremely quick and easy. I made the claim over the phone, answered a few questions, paid the deductible, and the replacement was received the following day with a return envelope for the broken phone. They were able to ship the new phone directly to my son at his apartment without any issues.

Horrible service. Didn’t receive my replacement device. UPS lost the package and didn’t receive. It’s been 10 days and still no device. Said I had to wait 14 days. Talked with UPS and they confirmed the missing package. Very upset and frustrated. Talked with several reps. With rude and unprofessional and not helpful. All they do is pass me along and say sorry.

So, I'm giving Assurant only 2 * for 1.) out of the customer service reps I talked to over the last weekend - maybe 3 of 6/7 were helpful. Then this is probably more beef with T-Mobile and UPS - which someone should read THIS and fix; 2.) I had/have insurance but someone at T-Mobile (Cianna in VA) wiped that out in a keystroke when putting me into a Family plan and I was insured for 5 years - at 11-15 dollars a month = $900? Again more T-Mobile's fault - which perhaps someone from your end could've followed up on; 3.) and with UPS - being that you all do business with them, and if you're sending out something as important and as expensive as a phone (iPhone, to be specific) that it should be signed for, and not left in a customer's bushes - where it took me a day to search oh and THIS irked and still irks me; 4.) when emailing me about MY phone you don't even address ME (Cynthia) but someone else.

My husband's phone wasn't working for him. We went to the store to get the insurance claim started. Paid the 100 deductible. Got the replacement next day. Replacement phone did not power on and it did not recognize the power cords. Called Assurant. The first person I spoke to kept telling me there was nothing they can do about it. That I needed to go back to the store to pay another 100 deductible. I specifically said I'm not paying another 100 for this. I already paid the 100. The guy I spoke to kept saying um uh um uh in everything he told me. Then he asked for the order number. I give it to him. He said he could not find it. Then tells me that I HAVE to go back to the store to pay the 100.

I could depend on Assurant to send me a replacement phone overnight, incredible! The Port on my phone got messed up, and realized that with Assurant, I wont be without a phone for days. I love their services and won't change them for the world.

Phone lost. Sent in info and given tracking #. Said since I was before 10AM can get overnight shipping. For free. I was given tracking #, waited a day, no phone. Website said no such tracking #. Called next day and was told # not entered in system. Got # in system and told will ship ASAP. Phone still in warehouse. Waited a day and no phone. Called next day and told shipped last night. Finally, after waiting all day, called and complained and tracking # shows package arrived. And no one home. Was home all day. It was 7pm. Told UPS ships until 8 pm. I checked front door, found slip saying no one home and package delivered to nearby facility. Went to facility, package not there. Went to facility next day and package not there. Package arrived at my home 7:15 p.m... on 5th day. Driver said package never left truck. So much for overnight shipping. On good side, phone works great and refurbished phone looks and works like new.

Purple phone was to be replaced but blue was sent instead. Color is not that big of a deal in comparison to service in my book. I don't need to haggle to get something for free. Thanks for fast service! I

I got the replacement phone in no time which was great. However there were issues for quite a few days where the device couldn’t text. This was after the necessary updates. After 3 days and an innumerable amount of restarts, the phone worked fine.

The response time is good and fast but I will suggest a complete accessory should come along with the product since all is insure together. Like in my own case my headset is damaged and I lost the charger long time ago. I hope you can send me the headset and charger but if not ok.

I had the pleasure of paying every month for insurance on my device to have to pay a $99 deductible ONLY TO BE SENT A DEFECTIVE DEVICE THAT DOESN'T WORK. I called on day 17, 3 days out of my “14 day window”. They have no problem taking my monthly insurance payment and my $99 deductible and now will not send me another phone to replace the defective one I was originally sent. I wish T-Mobile would use a different insurance company because this is totally inconvenient, annoying and a waste of money. I wish I could give no stars. Because now I have to take time out of my day and go to the Apple store to FIX THE PHONE ASSURANT SENT ME!

I'm very careful with my phone so this was first time using insurance. It was awful, they kept transferring me to Apple instead to try to fix the misunderstanding on the full insurance I pay. Had to call at least 5 times and all they wanted was $99 to send me a new phone that they couldn't tell me if was refurbish (it is). Didn't expect to pay full insurance for so long to deal with such a bad company. Don't recommend.

I used Assurant for a phone replacement after accidentally breaking the screen on my 3 month old Samsung Galaxy Note 9. I'm usually very careful with my phones and take care of them. Filing a claim was easy and fast. I paid $99 for the replacement and $30 for 1 day shipping. I received the phone in 1 day as promised. After setting up the replacement phone (which is a refurbished phone) I noticed that the speaker was broken. Having the volume all the way up you could barely hear anything. This was the same for the ringer, calls, videos and music. This is the second time using this company and had this same problem with two different phones with two different phone carriers.

I use my phone every day for my job. I need to make calls and set up meetings. Unfortunately, my phone broke and it was not repairable. The one good thing I have to say about Assurant is that filing the claim was relatively simple and it made my life easier. The bad side it is taking forever for my phone to come. I filed my claim on Saturday, May 4. My policy the replacement should've come by Monday, May 6. It is currently Thursday, May 8th and I can't seem to track my package. I go on the website and type in my information, and it's no help at all. It only tells you when you filed your claim, your phone number, what phone you have, and the current date. There's no tracking number or anything like that. It says that at the top of the screen it says "Track Your Package" but that simply isn't there.

I have gone through Assurant about 3 separate times. Each time I have used this service that I pay extra for each month, is has been a complete joke. First off the phone they are going to send you are going to be refurbished so just know that. Each time I have received a phone through this company the phone sent to me had something wrong with it. Everything from no wifi, not reading sim card, and the most recent one, The glass on the back of the phone was cracked from the camera to the bottom of the phone. These companies rob customers, the lack of quality control is ridiculous and it is shocking that they are still able to be in business with these big companies. I have had nothing but problems with this company and I hope that this is the last time that I ever have to deal with this because this is not right.

My experience with Assurant was great, I was having problems with my phone. It was not charging up. I call Assurant and believe me in just 5 minutes I was told that my phone will be sent out right away. I was amazed by the fast service and I will recommend this company to everyone I know. The representative was so professional. I have not had this in a long time from people who suppose to help you over the phone like this. The only thing I will say change is nothing. Thank you for your great service.

I received a phone that does not work. I am unable to speak on the phone. The internet and text messaging work however I am unable to hear the other party on the line nor are they able to hear me. The only way I can speak to somebody is when the phone is hooked up thru my vehicle.

Confusing automated phone claim menu that requires additional online verification. Talking to a live representative doesn't happen at Assurant. 8 days after my claim I finally received my phone which doesn't work properly, upside down screen display, ghost commands and excessive battery wear compared to the same model phone that this replaced. The insurance coverage for Assurant is not worth it. Lousy service.

I placed a claim and paid the $99 deductible on April 30th, 2019, it was approved and phone shipped on May1st. The phone was received on May 2nd. Once I did a full reinstall, and saw the phone was working, I wiped the original phone and boxed it up and dropped it off. Later in the evening of May 2nd I realized I could only make calls on the replacement phone if I was connected via Bluetooth. The speaker button is grayed out and a call won’t connect at all directly from the handset. I spent SIX hours on the phone on Friday, off and on, between T-Mobile and Assurant. T-Mobile was as helpful as they could be. Assurant on the other hand said in order to replace the defective phone they sent, they would have to send me a label and the phone would have to show “In Transit” before they would send another one.

I dropped my phone on my way to work on Thursday, cracked the screen. Got to work at 8 am, called in my claim by 10 am, submitted the payment and was told if my claim is approved before 8 pm my phone would be delivered next day. WELL for some reason my claim was not approved until 10pm even after they took my money at 10:13 am. So I had to wait until Monday end of day to get the replacement. Got the replacement, transferred everything, phone doesn't work. Keeps cutting off, apps don't work.

On Monday my phone stopped letting people hear me on calls. Calling 611 was useless because they couldn't hear me to help. The very helpful T-Mobile store employees couldn't figure it out so we submitted a claim. They did charge me $49 for a replacement because of a tiny crack on the screen even though it was irrelevant to the issue and caused no problems. They said it would've been a free replacement without the crack. The next day while waiting for the new phone to arrive my battery crashed. Just stopped working and wouldn't take a charge. The next day the new phone arrived and hallelujah it came with a new battery. Took it to the store and 90 minutes later things were switched to the new phone which has been working great.

I lost my phone on April 16, 2019 and didn't receive a replacement until April 24, 2016. This was the worst experience of the entire time having my cell phone. The primary reason for having the insurance is to get a replacement when an emergency occurs. I don't understand why this took so long and no one was able to give me any type of reasonable excuse other than it was just their procedure and the claim was being processed. My reason for being upset is if the phone is lost, it's lost. Send another phone. My insurance is paid with my bill. I'm a businessman so I really suffered. The second problem was Xfinity Mobile couldn't even allow me to purchase another phone and append the same number in the interim. This is ridiculous and something should be done about it. I plan to change insurance companies soon. VERY, VERY UNHAPPY WITH ASSURANT SERVICE.

I was so happy I had insurance on my first brand new phone from T-Mobile. Mine was stolen at a grocery store and I'm still paying for my favorite phone. Luckily I had it insured and it was delivered in 1 day. The only thing it's a refurbished phone and wondering how it compares to the brand new one.

I've been a "regular" in using Assurant. My Samsung 8 Plus had a crack. From the claim process to the replacement delivery it only took three days. The constant communication keep me informed all the time about my claim. Great experience.

Logged onto my carrier reported the issues with my phone, directed me to the Assurant site, and filled out the claim information. 2 later phone arrived. The replacement phone was in excellent condition and worked perfectly. Followed the easy step by step instructions. Swapping information was easily done from one phone to another (using app). Packed up my old phone with the information provided, mailed back and just a few days later it came in an email that my old phone was received. Honestly, no horror story here. Simple, no hassle insurance exchange.

I called Assurant because my phone broke and put in a claim. The claim was approved and they sent a replacement which was an upgrade. It took 1day for my replacement phone to come. I have been dealing with them for years never had a problem.

So my daughter cracked her phone screen couple weeks ago. We did the insurance program aka Assurant, and paid to get a phone replacement sent out. Well the day we got the replacement phone it was working and we transferred all her old data to the new phone. The next day (last Friday), we sent the cracked phone in the envelope package provided. We watched the new Endgame, and on the way home, she complained that the screen stopped turning on. So I messed with it then it went like white pix-elated. Obviously something wrong with the screen hardware.

Everything was fine. However I did not appreciate getting charged the almost $700.00 fee for non return when the package was in your posession. I recommend tracking the package before processing a payment. I unfortunately did not realize the process of UPS shipping and didnt realize the extent I would have to go through to drop off a return package because I live rural - will also do my own diligence next time.

I have a Samsung Note 9. Upon damage to the screen I filed a replacement claim. I daily communicated with Assurant to monitor the claim process due to a previous nightmare of an experience with the replacement of my iPhone 10 which took over a month to be replaced. The customer communication with Assurant SUCKS. I had to call to find out there was information that was needed as customer service does not email the customer to inform what is needed. As with my iPhone claim, after a week I have to get Headquarters involved to resolve my claim which took only 24 hours to be resolved. This should not be a means when a Supervisor should be able to get the same result.

I had no problems with new device or with talking to customer service. Fast and friendly, not complicated at all.

Waited for days days to receive my phone. It was one issue after another. One day they had the right address to ship to. The next day they don't have the correct address. No one to speak to beside a floor Supervisor. They hung the phone up on me twice. Etc... It was one issue after another.

Took protection for the iPhone purchased in Costco. A year after reported a Claim for a glass damage. Received a replacement phone, but it took a longer time to back up the phone data as iCloud backup was failing for the existing phone. Once, able to back the data with Apple support team, I was receiving an speaker issue with the replacement device and it took long time to isolate whether it’s a carrier or a Phone issue. I reported about this problem to customer Support. They advised it should be fine will not be charging a Non-return fee as it’s an issue you are encountering with the device we sent, in worst case if a charge has been placed will return it.

I understood that the replacement phone would be a refurbished model, but the speaker for making calls is inferior. People are always asking me to repeat myself, and I have to hold it right up to my mouth when on Bluetooth - so what's the point of Bluetooth? I had T-Mobile put a screen protector on as soon as we activated the phone, so now I've invested in protection, but it's a poor replacement.

Assurant played me!! First of all they sent me through the trenches just to have my claims done properly. Then my 7 Edge wouldn't allow information to downloaded. So I took it to a T-Mobile store. I spent close to 2 months working with reps and still the replacement is garbage. Then on top of it all Assurant believes I should pay an additional 375.00 for a phone I paid for already. Smh. I'm over this while Assurant crap. And if T-Mobile can't find us a better insurer I'm leaving the T-Mobile brand!! I have been too faithful to be mistreated by a contracted entity.

After dropping and shattering my cellphone, I called Assurant for phone replacement and received prompt, courteous service. The agent was very helpful. They overnight my replacement phone and I received it the next day with instructions on how to return the damaged phone. I mailed the damaged phone back to them the next day and received a courtesy text to let me know it had been received. I am very pleased with my experience with this company.

I had to have 2 phones replaced and was unable to submit the claim online, for some reason the system did not recognize that I was covered. When I called in for assistance the rep was very helpful and quickly submitted both claims. My phones came next day exactly as she said they would. The entire process was quick and efficient.

Super easy. Only took a few minutes. Received my replacement in less than 24 hours. No hassles. They also confirmed when they received the broken phone. I have used this service in the past with the same results. Never had any issues with Assurant.

I had to have 2 phones replaced at the same time. They came quickly, no problem there. I was having trouble transferring my data over on one of the phones. Called to say I was having trouble and I may not get it back in the 2 week timeframe. I was told, "No problem, send it back as soon as you can and if you do get charged the non-return fee, we will refund it." Returned both phones. Was charged 1 non-return fee. Phoned and was told, "Oh we're very sorry, that will be cleared up right away. We will refund the charge."

I was able to speak to a representative within 1 minute, placed the claim quickly, about 5 minutes and had my device the next day. Amazing service. Huge improvement from my last experiences. I hope that they continue to hire the right team and continue to coach them correctly.

It was fast, quick. No problem. Got my phone next day. Had no issue. The rep was easy to understand and listen to my concern and was able to process quickly. Was not on the phone for a long time. Great rep. Very understanding.

I was amazed on how fast l was able to file the claim online. Received my phone in less than 48 hrs as told. Skip the call and submit online claim. Don't take this wrong but I hope to never use them again but if I do I know it will be painless.

Assurant made this experience super easy, extremely fast and can't forget EXTREMELY HELPFUL! I imagined this process to be long and disappointing but I filed my claim and got my replacement quickly!!!!

I had an extremely hard time getting my phone. It took 3 weeks to get it replaced. The customer service was a dead end and I continuously received false information. I suggest preparing yourself for the worst and having a backup phone, if I hadn’t had a backup phone I would have been even more screwed.

I have used this insurance numerous times through T-Mobile and have had no problems. A simple call to T-Mobile and transferred to Assurant where the claim is made and within 1-2 days my replacement phone shows up on my doorstep. To date I have used the service 3 times, and all with the same quick result. Can’t ask for anything better.

I dropped my phone in water and had to file a claim. I thought that it would take 24 hours to replace. I am now on day #8, apparently, my claim was "flagged". This means that after I sent in my paperwork (which I did immediately on day #1), that it had to be reviewed first in their system for 24 hours, and then sent to be reviewed again in another department for 3-5 business days. I need my phone to run my business and to stay in contact with my family as I am traveling. I asked to speak to a supervisor to see if we could expedite the process. The supervisor instructed me to email customer service through the website and ask them to please consider making it a priority instead of 3-5 days. I did, and I still have not heard from them.

Went to Assurant and received a replacement phone, Galaxy S9 Plus. Everything seemed ok but when I finally started to use the phone everyone tells me I sound funny or that they can't hear me. I sure there's something wrong with the speaker. I really hate swapping a new phone for abused one.

I didn't appreciate the customer care telling me to go to the store to finish my claim and after leaving work early and wasting gas. And delaying me getting a replacement. It was a waste of time. Poor customer service and T-Mobile too.

I ordered a replacement device. Upon receipt the screen was white and defective leaving me phoneless for 4 days. This phone is used for business and I was negatively affected by this inconvenience. I am very dissatisfied and disappointed.

I need to have my phone place because accidentally drop my phone. Assurant replaced quickly for me. The associates I talked with was an great help to me, and I pleased that I could track the delivery of my new phone.

This is the first mobile phone that I have misplaced and I have owned cell phones since 1996. I dreaded the experience of working with insurance to get a replacement. The experience was five star. It was easy to contact someone and a new phone arrived the next day. Thank you!

Customer Representatives were friendly, kind, and patient while I explained my issue with my damage cell phone. They explained the process in a polite manner, which was simple and easy. I received the replacement phone 24 hours later with instructions on how to return the broken one. I will recommend their service now and in the future.

Their website is very user friendly. Very easy to file your claim. Once the claim have been approved your replacement will be shipped. The whole process for my claim lasted about a week and I received my replacement really quick.

Their website is very user friendly. Very easy to file your claim. They will email you if they need more info. Once the claim have been approved your replacement will be shipped. The whole process for my claim lasted about a week and I received my replacement really quick.

I had an awesome experience with customer service agent. Customer service made sure they got all my information correctly. I received my replacement device within 24 hours. Everything went well with getting a new device.

The only thing they did correctly was ask me for my deductible payment 6 times in 24 hours once I put the claim in. Customer service was horrible and unprofessional. Sent a refurbished inferior phone.

Waited eight days for new phone to ship and was told there was a problem with my claim. But nobody could tell me what the problem was. I was told that department only received US mail. NO phone calls. Ridiculous. Not worth the monthly fees that I wasted. Never again will I be a customer. Buy a good case for your phone and save the monthly fee. By time you factor in the deductible you might as well buy your own replacement phone.. Joe.

I highly recommend these guys because they are very prompt and professional in handling your claim and you don’t have to wait days like some companies, they take care of you ASAP and you are up and running in a matter of hours. Don’t leave home with them.

Due to a brain lapse I lost my Samsung S8. I called my carrier to lock the phone and they directed me to Assurant, and I was met with exceptionally courteous service. My phone arrived 2 days later. That fast. My wife is a cancer survivor who I need to be in constant contact with and Assurant helped me to maintain that goal. Many, many thanks.

13 days without a phone! Luckily in this instance the broken phone was my son’s and not my business phone. As a small business owner my family’s well-being rests on my business. If my phone breaks and I cannot have client contact for 13 days, it would be devastating to both my business and family. Unfortunately, in the near future US Cellular and Assurant will be losing a customer of over 20 years. The service I received was completely unacceptable.

My son Galaxy S8 64g screen went blue so I called Assurant. Paid the deductible. They let me know I qualified for a replacement. I got the email with tracking info. I sat home all day the day of arrival because I followed UPS tracking and I was home all day with door open. 2 dogs and son playing outside. I checked UPS tracking every 30 minutes and eventually it said delivered. No UPS and no phone. I called UPS the same day and they made an investigation. Also I called Assurant the same day and told them what had happened and they told me I had to wait to see what UPS investigation could find my phone.

We had a water-damaged phone. We made a claim. It was an iPhone 8, 64 GB. They sent a replacement, but would not tell me over the phone whether they were going to send a new or refurbished unit - no matter how many times I asked. Of course, they sent a used or refurbished unit, not a new one. It came in T-Mobile packaging, not Apple. Then they said we needed to immediately ship back the replacement unit or we could get charged many hundreds of dollars if we failed to timely do so. So I was EXTRA careful to get it done on time. I used their packaging (First Class Mail - no insurance provided by them) and transmitted it via the U.S. Postal Service from a secure blue box bin in a skyscraper building. I have NEVER had any problems sending anything from this box.

It took me almost a month, and several different call service agents a few involuntary hang ups on their end for the wrong phone to be sent then sent back to them. I've done insurance chains in the past and get were never this difficult. I was told that the computer generated another way to process which was the beginning of this fiasco. It all turned around when an agent by the name off Brooke sat on the phone with me and my wife for about an hour helping us retrieve a pin number that T-Mobile gave us but did not work. Anytime I call in I always give my last four of my social and that day we figured out my old pin # which had never been changed like I requested. I'm very disappointed in ASSURANT but I am very thankful for Ms. Brooke! She is the epitome of what true customer service is about.

Absolutely horrible. Don't waste your money! They don't send you the correct replacement phone. They don't help you at all then expect you to do everything for them because of their mistakes and threaten you with a 1500.00 Bill. Absolutely horrible customer service. Been dealing with them for 3 weeks. Had to purchase a replacement phone out of pocket. Sent the wrong replacement phone that I already paid for after paying a monthly fee to them for over 10 yrs. By now I could've bought a brand new phone with all the money I've wasted dealing with Assurant. Horrible

As of this review, I'm still experiencing the experience. I have not received my phone. It is under investigation by Assurant and UPS as to what happened and where it went. Wanted it to be delivered to my P.O. box anticipating the problem at my current address and sure enough I'm still waiting.

I have had 3 phones replaced in the past 2 years. Expeditious and outstanding responses from this company. Had all of my phones the next day. I can't say enough good things. I'm a disabled veteran and have many accidents. This company has always been there for me.

Fast service. Customer Service personnel very knowledgeable. I will use them anytime. Replacement phone arrived one day after my call. Replacement phone was a new phone. Not a remanufactured phone like most.

I purchased my S10+ on March 15 of this year. On April 6th it was dropped and cracked the screen making it unusable. On April 8th we made a claim for the phone to be replaced. We called once or twice a day after that. Each day, we were told that additional information was needed which we provided promptly. On the 4th day, we received an email stating that our claim had been approved. We had been told with each phone call that the phone would be shipped out priority within 24 hours of the approval. I kept checking for that email confirming shipping. I finally called only to be told that my phone was on back order. When I asked about the ETA of the phone, the representative on the phone was unable to give me an answer.

I got "Assurant" insurance through T-Mobile for my phone because I'm accident prone, and I'm sure glad I did. I am dependent on my phone for my business so when I lost it I really freaked out! I called Assurant, told them my situation and they took the $10.00 co-pay out of my account and had my new phone delivered THE NEXT DAY! I could hardly believe it! The guy I talked to on the phone was very knowledgeable and friendly. You will enjoy being with them.

Assurant charge me $249 for a iPhone Max XS cell phone replacement. They told me I am approved for replacement but I have to wait 3-5 day. So 5 days later I get email saying my phone had be delivered. I check on my package And it’s was not delivered. I called and complain and they denied of resending me another phone. I hate this company and demand for my phone to be replace. Nick ** T-Mobile **.

Hello everybody! I would like to do my part to inform as many people as I can into the scam in which this company is. I've had my Galaxy s7 for 2 and a half years now. Paid it off and everything. Over the course of those two and a half years I have paid 12$ monthly premium for the ability to have my phone covered for entirety that I had the phone. That's about 350$ I paid over the course of just having the phone to have insurance. Now I broke my screen and thought, “Hey, I have insurance. I can get it replaced. “So I go to file a claim and my deductible is 175$ for a not even new refurbished gs7.

Terrible service, I have T-Mobile, lost my original phone, paid the deductible and 2 days later I get the replacement phone only to be locked to a Verizon. They figured this out after 2 hours on the phone, then here comes the unbelievable part. They won’t send you the right phone until you send the other phone back. They said they were going to send a shipping label. 2 days later and many calls later I finally get the shipping label to send the phone back... Altogether I was without a phone for more than 1 week, simply terrible!

Twice I in the past 2 years, when attempted to have my broken phone replaced, they had NO phones in stock. Today. Right Now. They have no S8+, no Note 8, no S9+, no Note 9 in stock! LET ME REPEAT. NO INVENTORY AT ALL! With hundreds of thousands of people paying $13 a month for a service why don't have the phones to honor the contact. How is this legal? The last time this happened I was without a phone for more than a week. Claim **. The only response I want is "Your phone is in the mail", "We will Increase our stock on hand to actually provide the service our customers have paid for".

I have a cell that I pay insurance on every month. I got through Metro PCS. Now it's broke. I’m being told that I have to pay $200 deductible for the phone which is more than the phone itself. I never even knew it was a 3rd party. Spoke to a supervisor name Irre. That whole team off wack. On hold 1 hour. BBB is who I’m calling.

My daughter lost her phone. I called the insurance company Sunday night. Filed the claim. I got generated to send in my photo id. For some reason I got flagged. Sent in all my documents and my daughter still hasn't received her phone. I spoke with T-Mobile and they actually did a conference call with them and the customer service rep and Supervisor was very rude to her as well as myself. She was mortified on how the call was handled. I am very disappointed in the service that I was provided with them. We pay our money for service and I expect to receive quality good customer service. I pray I have to never use them again when we lose a phone. They are rude and talk over you and make you feel less than a person. I am beyond livid with this company and the disregard of my feelings. Something needs to be done about the poor communication and customer service that you all have. Kymberlie **

I went online to make a claim it was Friday evening so I knew I wouldn't get my phone til Monday. Monday came and went and no phone. I call in and told my payment didn't go through which was odd. I thought that was dumb that I didn't get a notice to let me know my payment wasn't excepted at the time of payment and to try again. Instead it just let me wait til Monday when I was expecting it and had to call in to see what was going on. After speaking with customer I received my phone the next day that was a plus I was upgraded to a SG6.

Recently I lost my iPhone, I reported the phone lost and made a claim with Assurant. Filled out the online form and claim was pending. Next day when I checked my email the claim was denied with a reason of "Find My iPhone must be switched on prior to the device being lost or stolen". Since the find my iPhone was turned on I called their claim department. I was told that the reason why the claim was denied is known to them and that I will have to contact the corporate office in WRITING. So Apple does did not disclose to me that their AppleCare is actually thru a 3rd party provider and I have to contact corporate office thru WRITING. This is Apple dropping the ball and this is corporate greed.

I have a mobile phone insurance with for 3 phones on any account. Each call I made was timely and the agents were kind and helpful. The device was sent the very next day with a return envelope for the returning device. I did not know insurance replacement was simple and quick. Today our phones are a part of our lives. Assurant makes it easy to stay on track in our busy lives.

The Assurant representative that took care of me was nothing less than phenomenal. She explained everything with perfect clarity, expressed a level of care for my concerns and made me feel at ease with the process. With her assistance, it was a perfectly seamless experience. THANK YOU ASSURANT!!!

So I lost my phone and I found it demolished in the street. Took my Ziplock bag of what was left of my phone to T-Mobile. (Was told to tell and file a claim that I lost it>>when I still had possession of what was left of it?) Was told not covered is what Assurant told me cause I put my sim in another phone & was told that my T-Mobile plane only covers planes that my sim card device is in and to go back to T-Mobile. Assurant had my imei # wrong. Was trying to cover a phone I didn't even have protection on! Or was even from T-Mobile but tried to cover a zte when my phone is a iPhone 7+? Even when my iphone 7+ is still active and I faxed them the original purchase receipt that I had to pay $6.00 to fax!

I started my claim on December 31, 2018. When I called the woman I spoke to was very nice in helping me get the claim started. She told me that at the time they did not have any of my phone Pixel 3 XL in stock and I should purchase it and they would reimburse me. I told her there was no way I could spend another $968 on another phone and I would have to purchase it using my Google credit. She said that wouldn't be a problem and to send them my old phone and the new proof of purchase and I would receive my check.

I place a claim on the 2nd and gave them the IMEI number over the phone and then they ask for the order receipt and then they wanted the IMEI written on the order receipt and then they still say they do not have it and I send it again. Then receive an email that they needed the serial number. This company is a legalized scam and I may switched services altogether. Spectrum and myself was on the phone for at least an hour or two yesterday. I may have to swallow the cost of the phone. But I will do a petition and get different ones to sign it and send it to the CEO of Spectrum for them to review their contract with them. They may need to partner with someone else who can help them to build their service clientele.

After 2.5 weeks of filing my claim with no updates on my claim I had to call them and they requested to send a copy of my ID, so I did that even though I never had to do that before. Then a few days later asked me for a copy of my phone bill and wait a few days. I called and spent a few useless and frustrating hours speaking with supervisors that are helpless saying all of this is for MY security and ($50 deductible) fraud prevention. Now I sent a copy of my bill and will wait a few more days without a phone. I could have easily taken it to a cellphone repair shop and have it fixed the same day and cheaper, and not receive a reconstructed phone. Definitely canceling this awful service.

Was not very happy. Took much longer than it was supposed to to get my replacement. When I called in about it everything was ok till they put me through to the automated payment center where my call got disconnected. I tried to call back but could not get through. Then when I finally did get through to pay for my phone & it was on its way, according to tracking info someone from Assurant called FedEx to have them return the phone before it was delivered. I then had to call in again and after 30 minutes on the phone they sent me one that did arrive. No offers of any kind of compensation for the delay was offered at all. I paid a $175.00 deductible to have my claim handled this way.

This company is terrible. They make it so complicated to process your claim that you want to just give up. I filed a claim for my phone as well as my son's. After several phone calls and days, I was told I needed to submit a copy of the first page of the phone bill. I did that. Another day or two passes and I get a notice saying I need to upload a copy of the front and back of my ID. I did that as well.

My husband filed a claim for a phone on our account at the very end of January 2019 and they quickly sent him a replacement phone, which was the one good thing they did. He quickly noticed his phone wouldn't fast-charge. We then took a few days to verify this by comparing different charging cords and his phone charge speed to that of my phone. We then got in contact with Assurant to ask for assistance.

I liked the online application for my claim. However, after my claim was approved they sent out a broken phone. Which my daughter then shipped to me in Mexico (as I am in Mexico on business) which cost 142.00 USD to find out the phone didn't work. I had to call T-Mobile and file a claim with my warranty on the new broken phone and ship yet another phone to Mexico at 179.00USD. This is ridiculous. I had to spend 150USD just to file a claim. So-- I actually I've already paid over 500USD just to replace my phone.

I filled an online claim and paid the deductible. The next day my replacement was home with means to return the old machine. Communication was good, and the phone I received is working well. I am very satisfied with my transaction. The only reason I am not giving 5 stars is that the new phone didn't bring a charger (which is what makes sense). Other than that, very smooth.

It is interesting to see very similar complaints as mine on here, and in the same time frame. On 3-25-2019, I put a claim in for a damaged phone. My phone isn't functioning, this is a business related phone, and there has been financial impact from my still no having a phone 5 days later. I too, am in a review status with no information being released. It took me 2 times of giving and verifying a working number for them to correspond with me, and they were still trying to use the non-working number as the updated contact number. I'm trying to replace a phone that isn't working, and they are calling me on that phone. I was given 2 hour time frames that I would hear something back, no communication, and when I call 2.5-3 hours later, I'm told that it will take up to 24 hours. I understand at times processes need to take place for different circumstances, however the customer service impact with the lack of communication is frustrating and very poor at best.

I’ve been with T-mobile for over 5 years, never ran across with them since I've had service with them until January 3, 2019 when my phone was stolen. I filed a claim with Assurant. Few days went by and I noticed that the deductible still had not been taken off my account. I logged in to Assurant to see what was going on and it required me to send in a picture of my Drivers License/Identification Card, I personally went inside of the T-mobile store and had them submit my License on their store's tablet. Few more days fo by still no charge to my card so I call Assurant and they tell me that they need the paper receipt copy of when I purchased the phone????

Put in a claim on Monday 3.25.19, no update 3 days later. Called several times and all they can say is the specialist team is working on it. They had to change my claim from a 24 hr delay to 3-5 days for further review. It's a simple claim, screen is cracked just need a replacement. I rarely need to put in a claim, the customer support staff cannot tell me why they need to review it further, neither can the floor supervisor. This is ridiculous, I pay for this service every month and can't even get a claim processed in a timely manner.