Asurion
Reviews and Complaints

My iPhone was lost while traveling in the EU. Filing a claim was a horrible experience. Here are all the things that didn't work about the process:

1. The website was broken for filing a claim. Trying to file a claim resulted in this error message (screen shot attached):

Sorry for the inconvenience, this page isn't available

If you're a customer please visit https://www.asurion.com/about/contact-us/call

This of course, meant I had to call. All customer service reps I spoke with told me the website could not be broken (basically, I'm a liar).

2. I was transferred back and forth serevral times between international and domestic lines because they could not supply with an exact shipping time to send a new phone to the exotic location of Rome. This was a nightmare not having a phone and getting disconnected.

3. They advertise next day replacement for phones. Even for domestic shipping, the best replacement time they could provide was 3 days away, because they don't provide next day on weekend.

4. The first representative I spoke with insisted my deductible was $249, not $229 as the website stated for my model of phone. It took speaking with a supervisor to get the correct price. Again, they said I was clearly at fault for listening correctly, because their prices always match what is on the website.

If you want to waste hours of your time with a company that clearly misleads with it's advertising, this is the company for you!

I’ve been paying $22 a month for over a year. I’ve finally needed a screen replaced on my daughters phone I was given an appointment for a technician to come to my house and fix the phone. They never showed up. I called and asked why, I was told the tech was over booked so they made me another appointment one week later. I stayed at home all day waiting. No o e showed up again ! I’ve had to miss work twice for no one to show up. What was the point in paying for insurance if I can’t use the insurance I pay for ? Will I be getting the full amount back I’ve paid for since I was denied service that I’ve been paying for it’s been 13 months of me paying ..

My iPad was dropped & the screen shattered beyond repair capability. I filed a claim with Asurion during COVID & was often on hold for close to an hour each time before a representative took the call. The claim was started & verified however, Asurion was unable to provide a replacement & I was instructed to purchase a replacement myself & forward the paid invoice to them. I first ordered & paid for an iPad through BestBuy but they cancelled the order soon afterwards stating they could not get the iPad. I then ordered it directly from Apple but only received it approx 6 weeks later. I called Asurion & confirmed I had received my replacement & could send them the damaged iPad. They stated they only need the paid invoice & asked that I email the receipt to an email provided during the call by their representative. The email provided was incorrectly (claim not claims @asurion). I never received my promised claim check & since I was working close to 100hours per week during COVID, & did not follow up since this was the last step & I was told a check would be mailed but could take some time to receive.

When I realized I still had the file but no payment received a couple years later I reached out to Asurion. They confirmed the case was never paid & we determined the error by their representative. Even though they confirmed I had a valid claim & I offered to resubmit the original documentation, they simply escalated the claim to Matra in the Office of the CEO who refused the claim.

During the past 3 years plus that I have had insurance with Asurion, I have paid just shy of $2,000 in premiums. My claim for my iPad was for about $500, less deductible.

I called AT&T who recommended the device insurance originally as part of my service plan, but they stated they only promote the insurance but do nothing else. I have escalated the complaint to AT&T management & have offered them the same full documentation provided to Asurion evidencing my valid claim. I have also cancelled my insurance paid through AT&T.

This is not just poor service, but looks to be # on the part of the insurance company. Insurance was offered by Asurion & ALL premiums paid in full & on time, without interruption by myself resulting in a VALID CLAIM not being paid because of an error by their representative provided me with an erroneous email address. Asurion had no interest in correcting the issue even though I again offered them a copy of the original paid invoice which was the last piece of documentation they originally required to complete the claim.

made a claim for my lost phone on the 4th of July on the beach. As it was the latest Apple model, it was backorder. After 7 days they decided to send me a check because they didn't know when it would be available for delivery. It turns out that 5 more days have passed waiting for the check and I still have nothing in my hand, and no phone. And I call and they don't answer the phone. It's a complete lack of respect

I signed up for you service on May 25th, I was convinced to sign up for home + service. Was told all my techs would be covered even TV's. Since then I have cracked a screen on my tablet. Sent in written contract and pictures. No response. Went to local office told they can not find anything on line. My name, phone number nor contract. I have had $50 taken out of my account thus for and will be contacting BBB if any more come out.

My name Janet Thompson, ph# [protected], I filed my order on 28th need mire information after a week sent in clearer pics. I was told either you fux it or replace it. You wont even accept it!

There insurance is a rip off - A joke - Customer Service is virtually non existent - I order a phone online and 10 minutes later tried to cancel only to found out you could not do that online! Borrowed a phone from my neighbor within 10 minutes to call and cancel to found out after a hour on the phone and 2 managers they won't cancel! ... they led me to believe they would ... ask for verification and then they started transferring to managers! Finally the last manager had the guts to tell me they wouldn't do it! ... I don't know how they sleep a night!

They are Criminals!

Mary L

Carol

I bought a table for my grandson and purchased the protection plan mostly for the glass. As it happens it fell off the table and the corner hit an object on the floor. It cracked the the glass. Not scratched it it cracked it. The tablet is unusable now. I registered this on line like I was suppose to do. I am told oh we sold you the wrong insurance this is Quebec and has different rules... what I bought it at Sault Ste. Marie , Ont. and the insurance at the same time. No worries this is our fault but will get back to you in 48 hrs. They left a message saying they would give me the insurance money back after going through there hoops but would not fix the table or give me all my money back. I feel like I have been scammed.

On July 7, 2019, I purchased a Samsung suite. I also purchased the five-year warranty plan. On June 23, 2023, I called the protection help team to request service for my microwave. The door handle broke and, I found that the plastic housing that allows you to tighten the door handle broke. As a result, the entire door would need to be replaced. I was initially told my request was denied due to the warranty did not cover mechanical issues. I contacted Samsung and informed them of my issue. Through video chat, Samsung confirmed that the door would have to be replaced at a cost of $233.00. I re-contacted the protection team and told them about Samsung's response at which time they opened a service request. On June 27, 2023, a technician came to my residence and took photos of the issues, and stated that the door would need to be replaced. On June 30, 2023, I received an email stating that my repair was complete. I called the protection help team for clarification and was told the service request was denied. When asked why, I was told that the model number and serial number had faded and they couldn't verify if this was the original microwave even though the tech took photos of the door and handle and the serial number which in fact had not faded. I also provided the Tech with a photo of the model number and serial number which I obtained from my Samsung registration.

Sent in multiple times for system boot issues and freezing. Each time so far they can’t find any problems. I will continue to send it in to have them pay for shipping the same item back and forth until they fix it or until they spend enough on shipping to take a loss on my 1 item. I have multiple years left on my Asurion plan. I figure I can ship it 2-3x’s a month? Let them figure out the math.

I was hung up on 4 times and in between i received an agent name Gene very rude after the first 3 times calling and being hung up on he canceled my cliam and made me start over. He told me take it or leave it. he was unhelpful and deeming. He didnt care about a compliant he actually keep battering me laughing at me on the phone a recoreded line. Gene a representation of the company knows he can treat clients any way without any troubles. Sad this happened this company is very rude and

I found my phone in the wash machine so it was fried. I called on a Friday morning and they assured me it would be delivered the next day. Nothing. When I called again I was told I had to make a new claim because the first one was never processed. They said because it was Saturday I would get my new phone on Monday. Nothing. When I called again and again I was placed on hold for 45 minutes and then they would disconnect the call. I ended up calling Verizon and they refunded me the years I've been paying for the insurance. I canceled all policies I had with this company. They are a horrible company to do business with.

We started having problems with our ice maker a MONTH after we bought it. We had a warranty that covered the repair. The next time we had a problem it was with the insurance company Asurion. They have been out 14 times, that's right, FOURTEEN TIMES on and off with three different repair shops, for the last 6 months and it is still not making ICE and not dispensing water. THEY HAVE REPLACED THE COMPRESSOR TWICE. They have replaced so many parts might as well toss it. WE have had to empty the fridge and freezer twice! We are in our 70s and cannot keep doing this. It is elder abuse. ASURION is cheating the insurance buying public by not admitting this is an unfixable defect! We are sick and tired of waiting for them to declare this a LEMON. Kitchen Aid has hidden the DEFECT of the ice maker on this fridge even though they paid a $21,000,000 fine from the class action suit which we were NEVER informed about and only discovered it when one of the repair men said it is a known problem and after which we looked into it online and found out about the suit. NO ONE sent us any notice about this lawsuit or we would have followed up on it. We are now on our 15th visit and although ASurion has told us if they are called out for the same thing 3 times they must replace the refrigerator but they are now saying our insurance is expired and this is the last time they are coming out. We are going o sue them in small claims court if this final time it stops working; They have strung us along for 5 years knowing that this is a DEFECT in the design of the product. DONOT BUY KITCHEN AID FRENCH DOOR REFRIGERATOR WITH THE ICE MAKER/WATERDISPENSER IN THE DOOR IT WILL FAIL! TAKE HEED OF THIS MESSAGE. YOU WILL REGRET THIS PURCHASE.

I have had to experience but horrible. First I sent a phone back for cracked front screen, I mailed it off to them to be told they would not fix it due to back being cracked I advised them it was not cracked when I sent it they argued with me and refused to fix it, sent me the phone back and the back was not cracked after calling them back and speaking to manager sending picture proofs of back not cracked they apologized and they would send a replacement phone amd to send that one in. Second one cracked screen they won't fix first they said it had water damage which I know it did not then they tried to tell me it had a bent frame they are a scam!

Regarding Service # [protected]

I was not offered a replacement for my BOSE CD Player, and was told I had to take the buyout offer or I would not get anything.. I wrote a complaint and got a call on a Saturday from assurian advising me to go to Amazon and Ebay where I could find something. The person actually went to Amazon and found a CD player. However, it was not the same one and I believe it was even older than mine. Again, instead of trying to reach BOSE who could provide a new replacement or the best option for a replacement for me , They suggested I get something refurbished. I never buy refurbished items. I was asked how much money do I want to settle my claim. I don’t want money . Instead of assisting me to get a replacement, the representative asked me to request a cash offer. Additionally, I was told they only replace computers and TV’s. This is definitely not true.

Why do they mislead, misinform and openly lie to customers?

I had a terrible experience with Asurion. I filed a claim over the phone on July 30th, 2021, for a broken phone back and swollen battery. My protection plan was set to expire in November 2021. I gave my bank card information over the phone to pay approximately $54 for the refund of the price of the phone. However, for an unknown reason, that transaction isn't appearing in my bank account, anywhere. They haven't told me they didn't get it, but after today, I hope they don't go in my account and take my money one month later.

The Asurion technician near me was too far to travel to and assured me that I could get a refund for the price of the phone by check. I was e-mailed a return label. Before sending the phone to Smyrna, TN, I wrote the phone's IMEI # and other phone information on a piece of blank paper, took pictures of the front of the phone along with the packaging and a side view of the phone to show the damage, but not the back of the phone. They never told me to take pictures of the phone before sending, either.

I received emails from Asurion, asking for the receipt of phone purchase and plan purchase, and I complied... Twice. Today, on August 26th, 2021, I received an email that my claim was denied. I immediately called Asurion and spoke to a representative who told me that my claim was denied because the IMEI number doesn't match the phone. I didn't even know what the heck that meant. Asurion accused me of sending in a different UMIDIGI phone than the phone purchased with the plan. I feel blindsided and absolutely victimized by Asurion at this point.

I have five other Asurion protection plans, and I hope they expire without anything going wrong with my product. They told me the plan covers an S3 Pro, and my phone they received was an S1. I replied, "So the company that you attach your protection plan to advertised an S3, I believed I was sent an S3 because that's what it says it is in the "About Phone" information in the setting of the phone, but you "discover" it's an S1, or so you say, and now Asurion won't pay my claim?" They are going to send me back my broken phone.

One week after I filed this claim, I bought another phone off Amazon, it offered the Asurion Protection Plan, and... just like I always do... I bought it. I am SO very disappointed. In the future, I will just buy the product and take my chances that it will work well for a few years without extra insurance of any kind. Asurion needs to go out of business because I believe they aren't legitimate. After I post this, I am going to see about getting my money back for this most recent plan I purchased.

Update: 4:50 pm 08/26/2021. Successfully began the refund process. The Amazon site claims I will receive my refund within 7 business days... we'll see...

Save your money. I tapped one star because I don't have the choice of 0 stars. I ended my conversation today with the representative by saying..."Now that you KNOW you are in league with saboteurs, enjoy your job, bye."

Asurion is a company that I would not recommend to anyone. I had purchased an electronic item on Amazon and also bought a "3 Year Home Audio & Video Accident Protection Plan" from Asurion for it on the same site, Amazon.ca, back in April of 2020. Unfortunately, the item started malfunctioning recently, and I contacted Asurion hoping that they would be able to assist me further.

My first contact with Asurion was on November 4th, 2021. The representative I spoke with said that I would receive a shipping label by email within an hour and also by mail in a few days. However, I did not receive any email, and the presumably mailed shipping label never arrived. I called again, and the representative said that he would send them again and insisted that if I did not get the email containing the shipping label within a day, I should call them back. Unfortunately, that did not happen either.

After a few days, I called again and asked to speak with a supervisor. A female supervisor took over the call and said that their company's policy is that they ONLY physically mail the shipping labels and they DO NOT email them! I was shocked to hear this. What company does not send a simple shipping label by email and prefers to waste money and resources and physically ship them! Only backward companies like Asurion.

She said that they would issue another shipping label and have it mailed, and that by then, I would be receiving several mails and that I just use one of them and ignore the rest. Of course, by then, it was getting obvious that I was not getting anywhere with these people. I called again the week after and asked to talk to a supervisor. My frustration was multiplied each time I called, since I had to explain everything over and over again.

This time, no supervisor wanted to talk to me, and I was told by the representative that the supervisors were busy and that one of them would call me within 48 hours. However, 48 hours passed, and I didn't get any call. I called back, and the representative I spoke with said that by looking at the notes left on my case, it looked like a supervisor had tried to call me, but I did not answer the call! And also, that the supervisor could not leave a message on my voice mail either!

I didn't get anywhere further with that representative either, since I got the same old promise of mailing a new shipping label. I made another call last week, and then I realized that I would never see that shipping label coming from this company through, at all. You could imagine after being stuck at the very first step, which was getting a shipping label, what I could expect further down on getting any actual help from Asurion on resolving my issue.

I would advise people to be aware and not deal with this company. Do not buy products from them. Learn from my lesson and go elsewhere. I say it again: THEY ARE A TOTAL FRAUD.

So, I had to file a claim for my broken phone back in April of this year. I pay $15 a month for this service, but still had to fork over a $250 "deductable" for a replacement. After waiting a week and a half, I finally received a replacement phone, but it was faulty and had dead pixels. So, I filed another claim, only to be told that they didn't have any of my phones left, even though they clearly had stock just a week and a half prior. And to add insult to injury, they tried to sell me some home electronic insurance, which I politely declined because it's a complete scam.

After being emailed to call them back, I spoke with a rep who then spoke with a manager about stock. The manager grilled the poor rep, saying "of course we have stock." They then put in a shipment and I waited another week, only to receive the wrong phone. It was a downgrade, an S20 Ultra instead of a Note 20 Ultra. So, I called again and asked to return it, which I did. But then I was on the phone with 6 reps/managers/whatever within 2 different departments, all except one having attitudes when I'm nothing but patient and polite.

I was told 50 different things, and then some manager spoke with a rep and told them that they'd reimburse me for the price of a new Note 20 Ultra. But then there were the loopholes: I had to apparently buy it first in full, and then get some weird quote about something the rep didn't even understand, and get a Verizon manager to speak with a specific Asurion manager, and then send them the quote and some paperwork including my own personal info alongside it, then Asurion would have to do some process to approve it. The rep clearly had no clue what he was being told, and thus I didn't either. But I knew I did not have a free $1200 burning a hole in my pocket, so I had to decline anyway. They hung up on me after saying there's nothing they can do.

Fast forward to August, and I call them back, only to be told that I could upgrade to the S21 Ultra. I accepted, but was then told that it'd be on backorder for 3-5 business days. I said it was fine, as I was switching carriers, but could wait a few days to switch this line over. Well, it's been 2 weeks and it's still on backorder. And now I can't get ahold of anyone, as every number I call ends up in a bot saying "your device is on backorder, goodbye." So now I'm stuck with this faulty replacement I paid a total of $400 for (monthly bill + deductable).

Screw Asurion in any and every way possible. I will never use their "service" ever again. The reps have no clue how to do anything right because the higher ups apparently tell them nothing and I doubt even train them. They're just meat bags to deflect backlash from the higher up a-holes.

I have been waiting for over a month to get my washing machine fixed by Asurion, and it's still not fixed as of today. I made my first call to Asurion on December 8th, and they gave me the name of one of their repairmen, A-1 Repairman, and said they would contact me. After waiting for a while, I contacted A-1 myself and spoke to someone who I thought was an appliance repairman. He took me through the steps of diagnosing my machine's problem and said it was my door latch that needed to be repaired. He scheduled an appointment for December 21st to fix it.

However, when the day came, A-1 didn't show up, and they didn't even know about my appointment. I was confused and frustrated, so I asked how I knew that the door latch needed to be repaired. The repairman told me that it must have been my office help or something like that. I reluctantly did the test of diagnosis as he asked, and he got snippy with me. He threatened to hang up on me, but I told him that I would call Home Depot if he did. We did the test, and it turned out that it was the door latch, and three parts were needed. He said he would order them, but he didn't.

He scheduled another appointment for December 29th, but I didn't get any confirmation from him. I called him at around 3 p.m. and asked if he was coming to fix my washing machine, but he said no and that he hadn't ordered the parts. I called Asurion to get this sorted out, and they assured me that it would be taken care of. They said a part was ordered on January 4th, but it was somehow cancelled in the end.

They set me up with another qualified technician, but I asked them not to set me up with A-1 again because he was a no-show and didn't order parts on time. However, they set me up with a company that wasn't even a participating repair service for Asurion. They said they had a trained repairman who would do the job for me, but it turned out to be the same A-1 repairman on January 24th. He cancelled my parts for my washer again and was a no-show.

They set me up with Sears appliance repairman on January 27th, and the parts were ordered, but only one part came. I am still waiting for the rest of the parts from the factory. The appointment was cancelled due to a lack of all necessary parts to complete the job, and I am still waiting for the repair.

I previously asked Asurion to replace my machine or give me my money back so I could get a new washer, but they refused to do that. This whole experience has been miserable, and it has ruined my vacation because I had to run to the laundromat to do my washing. Not to mention, COVID is running rampant. Oh, and by the way, if you talk to a help associate and they don't write down what they discuss with you, it didn't happen.

In my opinion, doing business with Asurion is as bad as it can get. They have been unprofessional, unreliable, and unhelpful throughout this whole ordeal. I would not recommend them to anyone.

Asurion is a company that replaced my laptop in record time, which was great! However, I had some issues with their customer service and the competence of some of their workers. When the Asurion office in my local area agreed to transfer my data from my OneDrive, they transferred double the amount of data. This caused a lot of frustration and problems that I didn't list in this review. I called their online service, but there was no resolution to the problem, so they suggested sending out an in-home technician.

I was assigned a technician named Muhammad, who was supposed to come out on March 14th, 2023 between 1-3 pm. However, he didn't show up, and instead sent me a message saying that the home visit had been completed and that I was "all set." I was furious that he could be so arrogant and confident to lie about a home visit that never took place. When I called in and spoke with the supervisor, Stephanie, she agreed to send someone out that evening between 5-6 pm. The technician came around 5:45 pm, but he was only comfortable in transferring data from cell phones, not laptops. He suggested a few things to back up my files, but stated he didn't have much time to assist because he had two more calls to make that evening. He left around 6:30 pm.

When I called in again to complain to a supervisor and let them know the problem still had not been resolved, Asim, a Verizon Home Protect staff member, informed me that they were not obligated or qualified to assist. He took a long time giving me reasons that they were not experts in troubleshooting devices. He finally allowed me to speak to Natalie, a supervisor, but she transferred me to the cell phone department that informed me that they had no training or ability to remote in to assist! To make a long story short, later that evening I finally spoke with Preston, who assured me that he could assist with the transfer and deletion of data as long as I had data backup on my flash drive. He instructed me to delete the information from my hard drive, and it cleared out all my desktop items along with the data from my hard drive. He seemed impatient, so I stated he could hang up and I'd call again when complete. It only took about 15 minutes. I called in again and Derek was going to assist me in transferring data to restore items back, but in the middle of the call, when he couldn't figure out how to access the OneDrive, he hung up and DID NOT call me back. I called in again and spoke with Ron, a capable technician, and he assisted me in regaining my important files.

Overall, I would not recommend Asurion to my family and friends. They may offer technical support for non-Verizon devices, but their customer service and competence of their workers left a lot to be desired. If you're looking for a company that can provide what they offer, try another service.