Asurion
Reviews and Complaints

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. I paid the $275 and everything seemed to be going smoothly. However, a few months later, the airline sent her phone back to us. I contacted Asurion to find out what to do, and they told me to send the replacement phone back and they would return my $275. Sounds simple enough, right? Wrong.

I called AT&T to activate her original phone, but it only lasted for two hours before it stopped working. I spent over an hour on the phone with AT&T trying to fix the issue, but it was no use. They told me to call Asurion for help. I called Asurion multiple times, spending at least an hour on the phone each time, but they were no help. They kept telling me to call AT&T. After three hours on the phone with AT&T, I finally spoke to a supervisor who told me to send the replacement phone back and they would turn the lost phone on. This was the first time I had heard this in over 12 hours of phone calls.

I sent the phone back and called Asurion to try to get everything sorted out. They kept telling me to wait until the phone was processed, which was frustrating. I even went to the AT&T store for help, but they couldn't do anything either. Five days later, I called Asurion again, and they told me that the original phone was on the blocked list and couldn't be taken off. They told me to go to the AT&T store and get a new phone. I was so frustrated at this point.

I explained my situation to the guy at the AT&T store, and he was the most helpful person I had spoken to throughout this whole ordeal. He talked to his manager and got the number for the CEO help office. I called them, but they couldn't do anything either. They said I would have to start a new claim and pay the $275 again for a replacement phone. I was back to square one, and I had wasted so much time and money.

Overall, I spent over 20 hours on the phone with different people, explained my situation over 40 times, and made three trips to the AT&T store. All for nothing. I am paying for a phone that hasn't worked in 12 days, and I am beyond displeased. There is no one to complain to, and the last person I spoke to acted like he was doing me a favor by putting in a claim. I will never use Asurion again, and I will tell everyone I know to avoid them at all costs. Zero stars from me.

I gotta say, I've had some pretty bad experiences with Asurion. It's like they're trying to make the process as difficult as possible. For starters, they had me send my computer to a UbreakitIfixit store, which they own. Then they ask for all sorts of unnecessary information, like front, back, and screen pics. And if you don't send it, they hold up the process. It's like they're trying to make you give up. And don't even get me started on the verification codes. They're like a puzzle, mixing capitals with small caps and numbers. It's like they're trying to mess with your head.

But that's not even the worst part. Three times they said my laptop wasn't covered for what broke, when it clearly was. And when they finally approved it, they told me to send the computer, even though they already had it! And when I tried to print the label for the store they already had it at, it wasn't an option anymore. It's like they're playing a game of cat and mouse.

And to top it all off, I discovered that I had actually paid $167 for an Asurion plan for this very laptop when I bought it. I mean, I paid 20% the price of the laptop for a plan I didn't even know I had. And when I tried to get them to honor it, they said I bought it for a different laptop. I mean, come on! I bought it WITH the laptop.

I don't know how they're able to get away with it. They're a billion dollar corporation, and yet they're running this scam. If a savvy lawyer got involved, they could make Asurion cough up billions. I've spent about 6 hours on this over three weeks time. If they paid me my going rate, they'd owe me a few grand. But I'm not giving up. I want to know how this ends.

Hey, I just wanted to share my experience with Asurion. Let me tell you, it was not good. I made a claim back in February 2022 for my older model phone that was being discontinued. Asurion sent me a newer model phone which was great, but a few months later I dropped it and the screen shattered. So, I made another claim for the newer model phone that shattered. However, instead of sending me the newer model phone, they sent me the older phone that was supposed to be discontinued. I called and explained the situation to an agent and she was helpful and told me to send the other phone back. Once it was proven that the other phone was sent back, they would ship me the right phone. But, the email never came. I called back and spoke to another representative who told me that I had to send in my ID and an affidavit because there were multiple claims on my account. I got upset and felt that I shouldn't need to do all of that, especially when it was an error on their end. She was apologetic and told me to wait for an email. But, the email never came.

I called back again and spoke to another rep who told me that there was a hold on my account and I had to speak with the ASG department for them to release the hold. By this time, that department was closed. So, I called back the next day and spoke to someone else. The hold was able to be removed, but I still didn't receive my phone. I called back the next day and spoke to someone else who was giving me the runaround. In the meantime, everyone was apologizing, but I still wasn't receiving any help about my phone. I spoke to a supervisor named Bianca who was no help, so I asked for someone in corporate. I spoke to a woman named Debra who was talking to me like I was a third-grader. She kept asking me the same questions several times, and I was getting frustrated.

I was told that there was no record of the replacement phone in their system, so they couldn't send me the phone that was shattered. Instead, they sent me an old phone with horrible picture quality and it moves so slow. The phone that was shattered was a newer model with 32g and it was wonderful. Their reasoning for not shipping that phone was because it didn't show in the system. Well, that's an error on Asurion, not me, the customer. Also, Verizon didn't have a record of my replacement phone on my account. Ms. Debra kept drilling in my head about how I told her that Verizon didn't have a record of my phone. As a customer, that's not my responsibility to let my cell phone provider know about my upgrade. The insurance company failed to report to Verizon that there was an upgrade.

Now, I'm stuck with this old phone that malfunctions, moves slow, and has poor picture quality. That's not good customer service at all. Overall, my experience with Asurion was one of the worst customer service experiences I've ever had in my life.

I had a water-damaged laptop that needed repair, so I decided to give Asurion a try. I wasn't expecting much, but to my surprise, they were able to fix the problem and send it back to me in a timely manner. However, I did encounter some minor inconveniences along the way.

Firstly, they put paper stickers on my laptop and charger that were difficult to remove and left residue. Additionally, they created a profile on my laptop and gave me the password, instead of leaving it as factory reset. This meant that I had to reset the computer myself, which was a bit of a hassle.

Despite these minor issues, I was happy to have my laptop back. However, I did notice that the battery life was worse than before, which was understandable given the water damage. But then, the wifi function randomly turned off and I couldn't turn it back on. I tried various solutions, but nothing seemed to work. I contacted customer service and they said I could send it in for repair again, which was frustrating considering the long wait time and shipping fee.

As a digital arts student in my final semester, this was a major inconvenience. I specifically asked for a new laptop instead of attempting to repair this one again, but I doubt they will honor my request. Overall, I found Asurion to be lacking in both repairs and customer service. While the representatives were nice and tried to be helpful, the whole system just didn't work for me. I would recommend paying for AppleCare instead.

As someone who has sold thousands of insurance plans for Asurion, I have to say that they are nothing but crooks. I am deeply sorry to all of my customers who have been taken advantage of by this company, and I will never endorse them again. I have been paying them $17 a month for almost five years, only to have them deny my claim when my son accidentally dropped my iPhone 13 pro max 256 gig into the bathtub.

I called Asurion to file a claim, and they took my information and bank details. However, hours later, they denied my claim, stating that the phone was not in use when it broke. This was a blatant lie, as I had been using my phone since the day I got it. When I called them back the next day, I was given three different reasons for why my claim was denied, only to be told that it was because the phone wasn't in use.

After hours on the phone, I finally managed to get them to do a three-way call with Verizon customer service, who confirmed that I had been using my iPhone 13 pro max since the day I got it. However, even with this confirmation, Asurion still denied my claim and even told me to lie about the date it broke. They made me file another claim, and when I called them again, I was met with rude and unhelpful service.

I eventually had to escalate the issue to the CEO's office and had them connect me to Verizon, who agreed to pay for the repairs. Asurion took no responsibility for their actions and treated me poorly throughout the entire ordeal.

I am dropping my insurance plans with Asurion and would advise anyone considering their services to do their research. Asurion has faced numerous lawsuits, and their Facebook page is filled with negative comments and reviews. They denied my claim for no reason, lied throughout the process, and took no responsibility for their actions.

I am so frustrated with Asurion that I have reported them to the Better Business Bureau and am considering filing a lawsuit. Don't waste your money on Asurion - they are nothing but crooks.

I filed a claim for a cracked screen and initially was denied because supposedly the phone I was filing a claim for wasn't in use. However it was in use until the screen cracked. Then after contacting an awesome agent with Cricket I was able to file again and got approved for a replacement phone with a deductible of $75. I can get the same phone through Cricket for $79.99 without filing a claim. Also, all I was wanting is the screen replaced but was not given that option. I spoke with an agent with Asurion who couldn't seem to understand that $75 is more than a fraction of $79.99. This is really ridiculous. Why use an insurance and pay $75 when I can purchase one without the claim for $79.99?

I have been paying for coverage of the device. My screen cracked. Which is covered by the insurance. We filed the claim took the phone to your u break we fix store. We left the working phone at the store and was told they would have the phone fix that afternoon. At the end of the day with out any update I contacted the store to find out the phone wasn't fixed and they had to order parts. Then the next day without any call from the store I reached out to the store to be told they still don't have the part to fix the phone with. And was told to come get it and they would have a replacement phone sent to me. After picking up the phone that was in working order when dropped off is now a nonworking phone and now you guys want me to pay and extra $250.00 for a replacement phone. And I have asked to speak to a manger instead of a call representative. And instead of them transferring me they hang up on me.

I bought a bocsh dishwasher november of 2019. I also bought the assurion home depot protection plan five years. It has been an awful experience. May 19 I filed a Claim with the asurion. It started off with them delaying it for days saying that it had to be reviewed, Even though I had all of the contract Numbers, dates, receipts, Ect. Then they scheduled me 4 more days out on a Monday for a technician. Who called on that Monday to tell me that there's no point in him having to come there twice? Why don't you just tell me what's wrong with your dishwasher. Considering i'm not a dishwasher technician I did the best I could. Few days later 1 Of his technicians shows up, He seemed nice but spoke absolutely no english at all, Under normal circumstances that wouldn't bother me at all but he had questions and could not ask them to me or understand my answers he had to call. His boss on the phone and we had to do this whole relate thing back and forth, So as you can imagine there was some confusion right off the Bat. Also he had the wrong part, Which had he come on monday like he was supposed to he would have known which part. Tells me he will get back to me in 48 hours, Then goes mIa for about a week. I continuously called the protection plan hotline every time I was transferred to a supervisor who had no clue to what was happening. They would give me the run around lied to me about what they were doing. Whatever it took to get me off the phone. Then tell me it will be 3 to 5 days before I hear anything. It had to be sent to escalating. After going through this for a week. Twice being told that totally agree this is not right and the where going to put in for buy back because of the time and issues. Meanwhile tech wasn't responding to me or them. Finally I called home depot 3 different times with 3 different mangers who all told me there is nothing they can do. One sorta said he would send email and get back to me, I don't know about email but no callback. The whole time I'm being told from asurion that they are not aloud to transfer me to manager but they could put in notes for them to call me within 48 hrs. 2nd time manager finally called. 1st he told me that I was the reason the process was delayed because I requested a manager call me, then told me that they had been looking for part and could not find anywhere. But they where going to continue to look((keeping in mind we are over 2 weeks at this point) but he would talk to his supervisor and get back to me within 3 days. That same night the missing technician calls he has the part and wants to come tomorrow. So I ask how when no one had it. He says "oh they found on ebay" so I ask if it was original part . He says no I don't know if it's refurbished or used bUT either way it's what he got. So I again call protection plan. Noone there had any answers either, so I call home depot. This time manager not even willing to take 2 minutes just says they are not us and I can't help you. Next I call bosch who says not only do they have the part they would sell it to me at reduced price, and they hated to hear what happening. It also find half a dozen new one other places including home depot. (Keep in mind Noone at protection plan can find one in over a week and home depot can't help me. So I refuse part because Noone seems to know if used or refurbish or anything, tech tells me that if company doesnt pay him for extra miles because of this he will refuse to come back.home depot and asurion had no prob taking my money, the only problem that arose was when it was there turn to fulfill obligation.totally disappointed in both companies. I saved for months for this dishwasher and worked tons of extra hrs. Because it was important to me, and pd the extra money for protection plan because I knew couldn't afford to splurge like that again. Now we are 2 and 1/2 weeks. Still broken dishwasher, with no solution in sight.. this is totally unacceptable and truthfully pretty crooked. SO BUYERS BEWARE OF BOTH COMPANIES

The U Break I Fix store on Old Troy Pike in Huber Heights, OH is completing warranty work but charging fees under the table. If you bring your phone in for repair they want to keep your phone for a week but if you pay out of pocket $100 they will fix it right then and there. When asked why the difference in timing, it was stated that since they are not paid for warranty work it will sit until they feel like fixing it. If you pay their personal fee, they will take care of it now. This is not how business is conducted. Samsung has been notified and provided the TikTok that was created documenting the ordeal.

On April 19th, I filed a claim because I thought I'd lost my phone, however, I found it that same day. I spoke with a Cricket employee who instructed me to contact Customer Service to let them know I didn't need a replacement after all, which I did. I was told to call Asurion, and they said the replacement phone was already on it's way and when it arrives to send it back using the return label. I received the phone a couple of days later, but when I opened the box there was no shipping label. I immediately called Asurion and received an apology and was told one would be mailed to me and that once they receive it,they would refund my copayment of $75.00, and extend the time in which to return the phone, and that should be approximatley by the 1st of May. When it didn't arrive by May 10th, I still hadn't received the shipping label so I called Asurion again and received another apology and a promise she would take care of it that very day.

They do whatever they can to not fix anything. I had a Simmons Titan with three years coverage. Ii was told bring whatever breaks back to Guitar Center. (The store and workers are nice.) But I got lied to. I would bring stuff and sometimes it would be replaced and other times I'd get sent to Asurion to file a claim, and that was a nightmare. They wanted pictures of back / front and every other manner... must be in focus. Well if you send pictures, they continue to say they are not good enough. And how do you take a picture of a trigger not working. I eventually took a loss and returned the kit after endless problems, for partial store credit. Asurion never fixed a thing in the entire time.

Nightmare! Avoid.

I filed a claim with Asurion on 5/17/2023 due to reporting his cell phone that was stolen. We received an order number [protected] and was told that the device would be delivered between 5-7 p.m. on 5/18/23. We waited and no one showed up. When I checked online on Asurion's website after 9pm that evening and it showed the order had been cancelled. I then called this morning and spoke to an agent that told me the order was cancelled because the tech that was supposed to deliver had something else to do, so they cancelled. The agent was not helpful at all. The end result was that the tech stated that he would submit a claim and I would get the device in 1-2 days. I expressed why do I have to wait 1-2 additional days? I also stated that's not right and he repeated so you are saying that you want to cancel. I stated I never said that and the next voice I heard was an automated good-bye. Please look into this matter regarding the agent that did not submit the claim and hung up on me. I deliberately take pride in insuring my devices with Asurion and I do not expect to be handled like this.

I called back this afternoon and found out that the claim was not submitted earlier, but Richard took care of it and told me that I will receive the device tomorrow. I also, spoke to Mary, a claim supervisor to verbally express my frustration and dismay. This is just not good customer service. Please, please, speak to this agent.

On April 12th I lost my phone and requested another phone like the one that was lost. I paid my deductible of $187 when I received the device it was thr wrong phone I got a s9 so I called asurion and told them it was suppose to be a s22 I paid the deductible of 225 for the s22 and I returned the s9 but I still have not received my refund and at this point I'm very aggrevated and disappointed with the service I was provided

On September 2, 2021 I bought a new while visiting my parents in the US since my old one broke while I was there. I purchased an Alienware M17 R4 with a 4 year extended warranty plan from Asurion on Amazon.com

On April 18, 2023 the new laptop started acting up, making loud grinding noises, then it started rattling, over heating and then crashing. Since my manufacturer warranty ran out, I decided to contact Asurion and see if they can help me. Since then I have been given the run around so many times that I am at my witts end. I have had 5 claims filled and all of them cancelled AFTER being told that I am getting reimbursed. I have stated multiple times that I live in Canada but the laptop was purchased in the US. They never told me this would be a problem and it would be sent off to the International claims where they will send me a check. What insane is that I would have to wait 45-60 days for the check! I do everything on my laptop from attending online classes, growing my small bussiness and etc. I am being told the claims has been filed incorrectly when they indicated that everything was fine and approved by the review team.

I just want the money for it so I can buy a new laptop or desktop since I am unable to use it or buy another one out of pocket. I am getting to the point where I have to contact a lawyer.

I would attach a longer video that has my laptop actually turning off as it gets louder but it is too big.

phone [protected] sent me a Galaxy instead of what I was paying insurance for which is a I-phone 13. I have MDS and going into the hospital for a transplant. and need my phone I'm 78 and never received such bad service, rude people, not logical, don't want to listen, I was on vacation when losing phone, missed a lot of calls from Dana Faber because of them.

In was there fault in the first place sending wrong phone. Then they wanted this that bunch of crap...not only did they send the wrong phone but they sent it to my home when I gave them a different address. I'm 78 been with this company for a long time, a good customer with them and verison and this is the way I get treated. in the arm forces from 62 to 68, why this when it was their mistake to begin with.

At this point I'm ready to file suit against these scammers. I'm not understanding the runaround. I've been dealing with trying to get my Z flip replaced since a month ago. I've had one associate lie and tell me my phone would be shipped out on 3/13 by 3p and I would receive an email to confirm my address. I've never received neither and I'm still not sure why she would tell me such a lie. They constantly keep me on hold with the adjusters and each rep tell me there is nothing they can do being that my claim is placed on hold for review. I don't pay monthly for insurance that's going to give me hell to use it. Class action anyone?

3/3/23 filed a claim for a broken phone
3/7/23 replacement phone arrived
3/8/ took phone to ATT store to get help transferring to replacement
Told that it was 2 generations older than the one I had that broke
Called asurion spent 1 hour with promise of replacement is on the way text or email will follow with tracking information
3/9 no information for tracking, called again
20 minutes with promises that the information will be sent
3/10 same story again 25 minutes
3/11 same story again 21 minutes
3/12 same story again
3/13 email have to return wrong phone before we can go forward
So why was this not told me the first phone call
Incorrect order lesser value phone when it is stated in contract equal or equivalent
Lots of misinformation told you by representatives about where the claim is and how to keep it moving
Took 4 days plus several hours on the phone to keep the claim moving

Asurion claims 24 hour phone replacement. This it absolutely not true.

My claim was completed Thursday night (March 9, 2023). I received an update that a "label" had been created Friday morning (March 10). I'm told my phone will deliver Monday, March 13 @ 7pm. This is unacceptable. I purchased insurance to help with costs of a lost/stolen phone, as well as to eliminate the inconvenience of being without a phone. To wait 3 days for a replacement is not acceptable.

i was bounced around between multiple reps to be told there is nothing they can do.

You guys can do much better than this.

Bobbie alexander

Purchase a LG 75UM75OAUE Ser#909RMZLC5565

ON NOV 16 2019 This Lg tv was repaired in 2020 now I’m told that the LED is gone on this tv Feb 8,2023 this Lg tv was picked up by MVP Electronic.. Have sent all information that you requested plus you have the information from the previous repair.It is now March was told by MVP and Asurion that the tv can’t be repaired .Have called today and the Supervisor was very hostile and angry .Was told to contact MVP Electronics about paper work that is need scene Asurion has tried and has had no success.. THAT IS NOT MY JOB MVP ELECTRONICS HAS A CONTRACT WITH YOU NOT WITH ME ONCE THEY PICKED UP THE LG TV THERE UNDER YOUR CONTACT TO UPDATE YOU WITH ALL INFORMATION THAT YOU NEEDED…….

I am file complaint on 03/6/2023. In February, I call Asurion to get appointment at ubreakfix to get cell phone screen fix. When I arrive at store the guy checks my cell phone and said this is wrong EIN number. I call back Att and Asurion insurance to let them, it is a problem, and unbreak fix can’t fix my cell phone today because of Ein number not correct and no more appointment available.

They are overcharging my bill. I have been calling Asurion insurance ever since February and, now it is March trying to get my bill straight out. I was told on phone straight my bill out by March. I talk to several different people for two months about this problem. They keep giving me the run around.

Jacquelyn Taylor