Asurion
Reviews and Complaints

I had filed a claim for my damaged samsung zfold phone on August 14th. I paid the $99 deductible and I received an email indicating that they do not have a replacement in stock. It has been a month and still no status update from Asurion.

This is a business account and the whole point of insurance is to make sure we get a replacement device, If they do not have that device then they should offer another one but I can't be without my business phone. I tried to call them but there are no humans to help and the system does not give you an option to check the status.

I have been paying insurance since I got the phone and I feel that Asurion is not being professional and handle claims properly.

We've used the warranty claim, multiple times, paid each and every time. At least 6 times in the last year alone. Once even a week after we got a replacement. They sent us a replacement that does not work when calling to have this rectified, I was told I'd have to pay for a replacement because it is broken. Seriously? It was broken when I got it. When calling I was escalated twice, the "office of the CEO" (Jessica) hung up on me. She apparently didnt appreciate that I found this so ridiculous

In the last few months I have sent the equipment to ASURION 4 times. Every time the equipment has worked satisfactorily for 1-2 weeks and after that has developed the same or a different problem. The last time I sent the equipment was on 8/15; I was repeatedly getting the message "charging problem". I received it back on 8/19; ASURION said they cleaned battery contacts and replaced some parts. Equipment worked fine for a week and now I am getting the same message.

I purchased the item along with warranty on 6/10/23, filed for repair on 9/6/23 and was denied. Claimed my info. was not matching. the reason not matching is my son who is using his guitar is currently staying with someone on temp basis and gave their email address. my email address is on the claim form which is correct. Purchased at the Fairview Heights IL Guitar Center, Sls number [protected], on 6/10/23, my son is on a temporary location two hours from our home in Carmi IL and is having the guitar fixed at Guitar Center in Evansville Indiana, and the individual gave the email address of where he is staying at. On the claim form I submitted as his mother, I gave all of our pertinent information which is true and correct including my email address, not the email address of where he is on a temporary basis. I had called the Guitar Center in Evansville and was assured he could get it repaired there because of the warranty and it didn't make a difference.

All I needed was the screen replaced. Your Third-party repair partner Youbrackirepair said they could replace the screen. When I made the claim for the cracked screen you said that the screen could not be replaced and the phone had to be replaced. My complaint is that replacing the screen would have cost me $0 deductable but the replacement cost me $99 deductable. My screen should have been replaced not the phone. You made a profit by making me replace the phone. What a scam. Not happy with your service or your warranty. I will be getting rid of my as soon as my claim is complete.

I have an arcade 1up infinity table that is no longer working. They say it is not covered although they claim to cover thousands of products. My understanding is that they do offer "stand alone" insurance for this item through amazon purchases, etc. My question is how are they classifying this when it's bought stand alone. Is it a gaming console, tablet or what and why is it covered that way but not through my insurance.

Contacted on 8/21/2023 spoke to 5 different reps on two of the reps asked for supervisor and while on hold hung up on the last one stated he resolved my issue and did not I now how two phones that do not work on my newtwork 3 out of the 5 provided incorrect information very rude in tech two support the woman was eating on the call and extremely rude and not willing to help my issue was getting a found phone removed from the blacklist the tech two woman treated me like I was a thief

This is the worst ever customer service I’ve had

The acct under antonia Grubbs with AT&T

August 16 and 17th 2023

11 am through 3pm the next day.

Given bad information on the term "qualify for next day shipping". To me this means I will receive the product the next day... NOT it wont be shipped until the next day. Therefore I missed a major opportunity for same day in store repair.

Tracking provided a delivery August 18th evening delivery where I was ALREADY scheduled to be GONE for the weekend. I tried to cancel the claim and delivery and that was another horrible process.

I hope to never ever ever have to work with dysfuntional company again.

Worst company and staff I have ever dealt with. Everyone needs better training including the drunk supervisor Askor S. ID#NQ5367. He slurred the entire conversation.

I have been waiting weeks for a return label that was supposedly emailed to me 4 times, which has never been received. My phone service is contingent on returning the phone Asurion sent to replace a phone we found. Its been weeks that I have been trying to get a return label that only ASURION can give me!

I HAVE EVEN SPOKE TO A SUPERVISOR AND STILL NOTHING!

I think I've had Asurion Ins. since 2017 and had to replace a total of 3 iPhones. My most recent experience was disappointing, to say the least, I spoke to an Asurion representative regarding replacing one of my phones (11 iPhone) because it no longer was working properly. At no time during our conversation was I told I would be charged $250.00 for a refurbished apple11 phone, but I was sure offered Home Technical Insurance. To my surprise, on my August bill, I was charged $250.00. When I called AT&T regarding this charge I was transferred to Asurion, then was transferred to AT&T to further dispute the $250.00 charge which was a waste of my breath. I couldn't even get them to break down the charge to monthly payments, mind you I have been a customer with AT&T since 1995, and never have I been delinquent on my account. I also found out I was being charged a $45.00 monthly fee for Ins. When I first signed on in 2017, I was told it was $25.00 a month for all devices, but somehow they managed to tack on another 19.00 for "Advantage Services Support" (an extra feature for battery/screen replacement) which I never agreed to, you would think this is why you have ins. to have these "extra features" taken care of. What a scam! What a ripoff! I don't know about everyone else, but I feel they sell you on this paperless billing so they can tack on other charges. I was naive to believe I can trust them and not have to check my bill every month, I would prefer to get my paper bill, but of course, they get you the $10.00 discount for each line if you go back to paper! Another scam! I highly recommend you "do not" buy any of the AT&T/Asurion Insurance plans, they are a ripoff! I canceled mine and will be looking into changing mobile companies asap.

I financed an iphone 13 through verizon and lost it. I reported it right away but asurion wanted to send a code to me via text to the number linked to the lost phone. I bought an iphone 11 pro that was unlocked in order to get the one time code sent to me, and called verizon to reactivate the line onto the esim connected with my new phone. The rep kept trying to reactivate the lost phone so I wasn't receiving the code. I ended the call and called asurion for help. The woman from asurion got verizon on the phone and for over an hour they tried activating my new phone, and somehow talking me into their home protection. Finally, after the 5th time putting me on hold, the asurion rep came back on the line and tells me that I need to go to a retail store and get a physical sim. She then tells me she'll call back in about an hour and a half and help me from there. The nearest store didn't have any physical sims in stock, and they weren't corporate so they'd charge $40 to activate it once they did have them. I asked the store rep to re-suspend the service so that I wouldn't have any issues. The iphone 11 pro I bought ended up having a charging port issue. About 3 days later I went to a corporate store, got a physical sim card, and tried again. The claim went through, and I paid the deductible. I got an email saying my claim was approved and my new phone would come the next day via ups between 10am and 12 pm. At 8:00 am, my shipment was updated to "return to sender, at 8:09, out for delivery, and then at 11:59 am, the shipper requested the package be held. I contacted ups, they said contact asurion. Asurion connected me to an adjuster who wouldn't hear anything I had to say. He talked over me and told me that someone looked over the claim randomly and decided it was"program abuse" so they'd refund my deductible and deny the claim. He went on to tell me to take it up with verizon because they're not going to do anything else and there's no one else I can talk to to change it.

Good evening, I’m so sorry that I have to do this, but I would like the company to know some things. I had a cracked screen so I made a claim with my insurance co. Thru at&t. The tech came to my job to repair my phone & after spending over 30mins. From work he told me that the part was defected and I had to call the co. He said that they would overnight a phone. When I did I was very unhappy with the customer service. 1st she wanted me to pay a deductible of $200. then she said it would take 3-5 days to get here. Then she wanted me to paid for the shipping after I told her that this wouldn't work for me. They were unable to give the same color phone that I already had.. she was very sweet but unable to accommodate me for my inconvenience.. I just feel like customers pay a lot of money for cell service and if something go wrong it shouldn’t be this difficult. The company should be able to accommodate you if it wasn’t ur fault..

I have sent this computer (SR# [protected]) in several times for repairs and you still haven't solved the problem! I bought a protection plan, A LOT OF PROTECTION I RECEIVED! I have bought protection plans on almost everything that I have bought, sometimes I bought a plan but I didn't get serviuce when I needed service, I am let down. My protection plan expired while my computer was in your shop for repairs for the umpteenth time! It came out no better. You can see the number of times this computer has been in for repairs. Don't think I got my money's worth. WHAT DO YOU THINK?

I have 4 computers and various other appliances, such as toaster oven,small applances, power recliner, and various item I can't remember, but I paid for the Asurion Protection Plan.

ASURION is not the ONLY protection plan around!

Is Asurion a bad company?

Many have also complained about the company's claims process, stating that it is lengthy and frustrating. Additionally, some customers have expressed dissatisfaction with the quality of replacement devices provided by Asurion. OVERALL, ASURION'S POOR CUSTOMER SERVICE AND CLAIMS PROCESS HAVE LEFT MANY CONSUMERS FEELING FRUSTRATED AND DISSATISFIED.

Is Asurion the worst customer experience ever?

Asurion Review: Worst Customer Experience Ever - Avoid at All Costs! I just want to share my experience with Asurion. Let me tell you, it was one of the worst customer experiences I have ever had. My wife accidentally left her phone on an airplane, so I filed a claim with Asurion and received a new phone.