Asurion
Reviews and Complaints

Rec'd a replacement phone after my husband dropped his original phone purchased during a run (he's a first responder). A month into having the replacement phone, the phone features stopped working altogether. We spent over 2 hrs on the phone w/tech to see what the problem was. When they couldn't get it fixed, they referred us to Apple saying that the replacement phone was a "new" phone and Apple's warranty should kick in. Spent an equal amount of time with Apple who couldn't figure out the issue either but referred us out to another company. After working w/that company, they indicated that the Asurion was not being honest (they'd seen it many times) and that the serial number on the phone shows it was a replacement and not "new" so Apple's warranty would apply. Called back to Asurion who now says that I'm out of the 60 day time frame to get a replacement, even though I DID call and sit w/their tech folks and report my issue. Interestingly enough, they show no record of a call from me. This company is ridiculously incompetent. BBB will also get notice of this complaint/scam.

When you buy their 2-year warranty and make a claim in the 1st year they tell you that it doesn't start until after the year of the manufactures warranty ends. So in effect you have 3 years. But when you make a claim in the 3rd year they tell you no, that it runs concurrent with the manufactures warranty. This is a scam. They sell you a 2-year plan and only give you a year. I have made claim in the first year and they made me call the manufacture to get the problem resolved they refused to honor their plan.

There website is terrible. No easy way to follow up on my existing claim to check the status. Wait time on phone line is terrible and finding a dialing path to a human is very difficult. Terrible customer service.

I've made about four claims now and spent at least 2.5 hours on the phone (usually on hold) while they try to go between me and the insurance adjuster.

I pay for coverage every month and yet asurion sent me a letter that if my sons phone breaks they will no longer replace it... Yet I still have to pay every month. I would not suggest using asurion for your iphone insurance, go with apple care or something else. They are a complete ripe-off!

Phone started to crash with no physical damage.

Called Verizon, to get a replacement phone.
I have done this 12 ties at least since i have been a customer for 25 years with multiple line.

Got transferred to Asurian and after speaking to multiple drones reading a script was told that the final step was to do a factory reset and wait to see if the issue happens again.
This is not support this is like fishing with dynamite.
Horrible service.

Submitted a claim for replacement and paid $149.00 12/26/19 - luckily the "chat" with "Natasha" was saved. Nothing ever came so we called Asurion to find out what had happened. Now speaking to Kathy on 12/31/19 and she states there is NO PREVIOUS INFORMATION REGARDING MY CLAIM. Meanwhile we had to file a second claim and charged $199.00 this time! Funny... they took my money - twice - and we have the chat AND the charges on my card! After a rather long conversation she stated we had to contact credit card company to take care of this! They would not credit my card! They would not take care of THEIR ERROR! Asurion obviously has a horrific problem with security of their claims site! What is even more astounding is that the transaction/charge on my credit card for both payments is EXACTLY THE SAME! EXACTLY! Now would you not think this a serious problem if you are Asurion? Inside fraud?

BE AWARE!

I called in a damaged phone for replacement. I paid the 250. or so required. We were moving so between the time I called in and the time I got the envelope to return the old phone, I lost the old phone. I don't know where it went - whether someone stole it as we were moving or whether it was put into a box we didn't see. I have called to explain to Asurion and was they would make a note of it, I would not be charged the fee for not returning the phone because loss is also covered and I already paid the fee for the replacement phone. Then, I found the charge on my Sprint bill. I called Sprint to complain and after many callsa nd hours they told me only Asurion could recall the fee, but that they would give me a 'payment plan' that would extend the charge for 2 weeks while I got Asurion to remove it. I called Asurion again and was transferred multiple times, hung up on multiple times, usually when I asked for a Supervisor. One person just kept me on hold so long thinking I would hang up. But I didn't and they were very surprised when I didn't and came back on the phone. Then transferred me to a supervisor and then I was again disconnected. This time I had waited on the phone over an hour. Clearly this is a bait and switch and I will be taking this to small claims court to have it reimbursed plus fees.

Thomas McLoughlin
1314 S Riverside Dr. Edgewater. FL 32132

December 17, 2019
Assurion,

Dear Sir or Madame,

I am writing to you to inform you of how dissatisfied I am with your claims review.

I purchased an a Assurion protection plan for a used iPhone that I bought my son. The phone fell off the top of the car and the front screen shattered. When I called to process the claim I sent them photos of the phone. They reviewed the claim and said that the damages were too extensive. They said that the claim would not be honored. I am not sure what type of accident they would have covered. I have the impression that no accident would fit under your protection plan which you market so craftily on the Amazon website.

I have bought multiple Assurion protection plans and have never made a previous claim. I spend thousands on Amazon every single year. I cannot tell you how dissatisfied I am with your insurance plan.

I am writing to you to inform you. Perhaps you can correct the situation where I feel I was unjustifiably denied my claim. I look forward to your response.

[protected]@gmail.com

NO REFUND this email was sent to me 11/14/2019

This is a confirmation.
Your cracked screen repair is cancelled.
Claim ID [protected]

Valued Customer,

We'll refund the previously charged deductible to your original method of payment. Your refund should appear in your account within a week.

To resume or change your claim, please visit us online or call 888-881-2622.

Regards,
The Asurion Team

We have spent 3 hours on the phone over the last 2 days trying to arrange for a covered cell phone battery repair. Our policy cleary states that this covered.
We have spoken to multiple representatives. There is poor record keeping when passed from one representative to another. We have repeatedly corrected their incorrect information. We are now benig passed to another department.
We have still not resolved this.

Made appointment called to see if there was any cancellations to try to move my scheduled repair appointment . Rep accidentally cancels my appointment. Tells me and there's nothing I can do . I ask for a supervised she leaves me on hold 130 minutes . The start a new claim am expect me to wait the extra week when it was there mistake . No customer service . They suck. Horrible .. how is it possible they create the problem and they expect me to wait when it was there fault to begin with .. I never asked for a new claim . I already pains the 29.99 .. this company is the worst . Can't even imagine how they think it's ok to treat customers the way they do ..

I have had Verizon Wireless service for 18 years and I paid for Asurion insurance on our mobile phones. I used the Asurion insurance to replace my crushed iPhone 8 in February 2019. I received the replacement iPhone 8 phone and sent Asurion the old one. I have paid for the replacement iPhone 8 through Verizon Wireless and thought that I owned the phone, but that is not the case.
On 11/18/19, went to Xfinity Mobile store to switch cell phone service from Verizon Wireless to Xfinity Mobile. The Xfinity technician advised me that my iPhone 8 was locked. I called Verizon Wireless and was advised that the phone was locked through Asurion. My call was transferred to Asurion. The Asurion representative advised me that my cell phone was locked with the Verizon Wireless service and the phone could not be unlocked to transfer the cell phone service to Xfininity Mobile. How can I own a cell phone and be told that it is locked with Verizon Wireless service?

I took my iPhone 7 Plus in to be diagnosed and was told it was unrepairable.After paying the $225 deductible and giving you the correct address, you sent my new phone to our old address.You immediately took out the money but have made my life miserable trying to get you to correct the mistake that you made. Now I supposedly will get my phone Monday but I want some sort of compensation.

Filed a claim for a damaged phone, received new phone, sent old phone back. Old phone is on route back to the company, meanwhile they've suspended my device three days in a row, claiming my device is "lost or stolen". In other words, they're calling me a thief! All because I sought to REPLACE my DAMAGED phone (which they can have, mind you!) Attached below is the tracking receipt

Replacement process for an IPhone changed. They now want and affidavit signed and a copy of my I.D. And said it would take 2 days to finish the claim process then they mail replacement phone out. With deductible going up from $150 to $250 and I already pay $40 for the insurance. Not user friendly, process is very slow. I canceled my insurance plan and from here on out save my $40 a month and just buy phones out right when needed and repair phones at repair shops for a much cheaper price. Thanks Asurion for saving me money in the long run by dropping your service!

I sent my phone for a cracked screen replacement on Oct 21, 2019. Fedex tracking says that the phone was delivered to the location on Oct 22, 2019 at 1022 am. Since then I have called Asurion multiple times and they have misled me on the status of the repair. As I write this today on Oct 31, 2019, the phone has still not left their location. It is extremely disappointing on how they mislead you on service time frame. They also keep changing the date of claim to later dates but I have the fedex proof that the phone was delivered to their location on Oct 22, 2019. ASURION IS MISLEADING CUSTOMERS. HOPEFULLY FTC WILL INVESTIGATE THEM

The week of Oct-19, 2019 I, Robert Boyd Filed a claim on one my lines that had been stolen phone I had from cricket. Phone number [protected]. Asurions replacement device was supposed to be "next day" shipped. It came three days later! Had no battery or a sim card or any charger or headphones, like the insurance claims to replace. I had to pay for a sim card but cricket said they dont have batteries on stock!? Wtf was my insurance for from cricket phone being paid for? Id like either an upgrade for my problems or at least FIX the issue that the clain was supposed to care for in the first place..

I have been waiting for a reimbursement check from Asurion now for 5 1/2 weeks! Numerous phone calls have been made to Asurion Customer Service, many hours wasted trying to get Asurion to complete my claim.

On 9/6/19, I lost my phone while moving items from my storage unit in San Diego into my truck to take back with me to my home in Idaho. After searching diligently for it, I filed a claim. It was a Friday and I was informed by their rep that my claim had to be reviewed first and they had 24 hours to complete the review and a replacement phone would be sent to me to arrive by Monday morning. But by Sunday evening, they informed me that it had NOT been reviewed yet and the soonest I would have a phone would be Wednesday . I was staying in a hotel, waiting for the phone so I could start my delayed return trip home to Idaho, at the cost of $160 night and, on Sunday evening, their " escalated Customer Care" rep, Melissa, informed me of the option to purchase - at full price - the exact same Galaxy S10e and submit the receipt for reimbursement, less the $225 deductible. So on Sunday evening, I purchased from Sprint store the same phone and headed on my 4 day drive back to Idaho.

On Friday, 9/13/19, bad luck struck again, when my arthritic hands dropped the phone as my boyfriend was backing out the truck, and the phone was run over. I contacted Asurion and explained what had happened and they instructed me to finish the first claim, by submitting the receipt for the 9/7/19 claim, before they could start processing the 2nd claim. So I submitted the receipt electronically and I waited 2 full days before Asurion verified the first claim had been completed and advised me they had 10 business days to get the check to me. Late Sunday, 9/15, Asurion opened the new claim, I paid the deductible, and was told I would have a phone delivered on Tuesday, 9/17. That phone arrived on Wednesday - a day later than promised - after I stayed home all day on Tuesday waiting for it.

Three weeks later, after 15 business days had passed, I tried to access my 1st claim online, but only the 2nd claim came up in my history. When I called and tried to follow-up, I was placed on hold repeatedly before the rep explained that there had been a problem...Turns out, the person who went to process my reimbursement noticed I had 2 claims and saw that Asurion had sent a replacement phone to me and decided it was s duplicate claim - despite different dates of loss and one was for a list phone, the other for a damaged phone- and CANCELLED the reimbursement check. J was told it was being corrected and I would have a check within 10 business days. I also followed up the next day with the CEO's office, and a rep from that office confirmed the claim had been processed properly and my check was on it's way.

Now it's 10/21 and still NO CHECK. I WILL BE FILING A FORMAL COMPLAINT WITH THE FCC AND THW INSURANCE COMMUSSIONER - OR ANY OTHER AGENCY THAT OVERSEES ASURION. THIS IS REDICULOUS.

My phone was stolen on late Saturday/early Sunday (10/13/19) so when I filed the claim I knew it would be a few days before I could receive the phone. First of all, my claim was approved for a BLUE XR. My paperwork (online and when I received the device in person) both said iPhone XR BLUE. I got the device on a Tuesday (10/15/19) and it was white. Of course no one can do anything at Asurion so they transfer me to my carrier who tells me that my only choice is to go through insurance. Cool, fine, whatever.

The REAL problem came when I took my phone to the carrier store to activate my sim card/new device and the associate was not able to program my phone BECAUSE IT WAS ALREADY ASSIGNED AND ACTIVE ON SOMEONE ELSE'S NUMBER.

On top of sending me someone else's IMEI number, Asurion explained they can't do anything. THEY DON'T APOLOGIZE FOR THEIR MISTAKE, AND the Asurion rep explained I would have to WAIT MORE DAYS for an envelope to send this device back and once it's received, they will send me out another replacement device. SO NOW I HAVE TO WAIT ANOTHER WEEK OR SO for a phone. It's upsetting because how can an insurance company send me someone else's IMEI? And on top of that, I didn't receive an apology, any expedited service, any discount, NOTHING. I paid my $200 deductible and thats all they care about. They don't care if you never receive your phone or if your replacement device is defective. I've been trying to find out who I can complain to because I find that to be HORRIBLE business practices AND customer service.

I shouldn't have to suffer more at the mistake of my insurance company and they should make this process go by much faster since it was their mishap.