Asurion
Reviews and Complaints

I cracked the screen on my iPhone so I filed a claim through Verizon. Verizon uses Asurion for repairs. I paid my $29.00 deductible and set up a time for today Wednesday, August 10th between 1:00-3:00pm. Asurion would send a tech to me to fix my phone. I never received a call but did receive an email telling me they would need to reschedule at 2:35pm. I called Asurion to find out what the issue was. I sat on the phone with a representative for almost 45 minutes but never got anything resolved. So they have taken my $29.00 and have not fixed my phone. My job requires me to travel so I sat for almost 3 hours for nothing.

This has to be the worst insurance experience I've had - it's TOO AUTOMATED it doesn't address actual questions and your reps are horrible - if they can speak english they don't have any interest in helping -

#1 you sent me a refurbished phone and my phone had issues from manufacture. The reps don't know what to do they "drop" calls I've called 5-6x each time -

This whole process costs me at least 8 hours.

I purchased this mic 5-25-21 and ive tried to submit a claim for it as it slowly stopped working properly. the patterns that you are able to select went to a minimum and then finally stopped working all together. previously I had taken my mic back to guitar center in concord and the guys there took a look at it and tested it and came to the conclusion it was a failed device not covered under man. warranty plus the cost of repairs was not logical and should be replace with a new unit. the 2 times I tried to submit a claim through assure-on I was told to contact the man. I did and they gave me the info I provided already. Fast forward to last week and I submit a claim online chatting with the guy that's setting up my claim. I ask him to call me since what he is saying doesn't add up to what I see on my side of the screen. I explained to him that its already been inspected and that I just need it to be replace.

especially being in the middle of a project where I need to record I'm on a schedule here. he then tells me it needs to be serviced that its going to be a few weeks which is not what i would ever bought a repair. I asked to speak to a manager and expressed him the same concern and what I'm going through that I can't have downtime like this. I even offered tp take it myself tot the store so that they can ship it out.the manager tells me there's nothing he can do that I only purchased a repair contract and I ask him to send me the contract that is on his screen because the one I see on mine doesn't state just repair it states replacement and reimbursement. I also advised him that only one of these contracts can be true and one is void. I get nowhere with him so I ask for the escalation department.

he gives my the number to an appliance center that can't find any info or my coverage wasted over an hour with no help. I look at my emails and find that they submitted without my consent or authorization pick up of my product. as I was walking outside getting ready to leave the following day UPS walks up and iOS here to pick up my product. I didn't make much of it so I went back inside grabbed it grabbed the original box packed it and he gave me the claim ticket matching the service tag. a few days go by and nothing heard from assurion nor any emails.so I started chatting with this guy but I could tell he wasn't sure what to tell me since his response times were length and he'd start typing and erase and he'd start typing and then id be erased. after about 20 mins wasted he told me there was a problem with the product that it was damaged.

so I asked what that has to do with me and receiving my product or a replacement my mic had electronic malfunctions and failures cosmetically it was emmaculant. not my responsibility once it leaves my possession. even though when I first registered my product I provided with a receipt of proof of purchase and they have all my info including a contract that differs from the one I have they need me to re-submit my info which is and seems like an excuse. they also requested I give them serial numbers but they have my product and the original box.

so I call the center and get told a completely different thing she never brings up any of this trouble about my mic being damaged but does ask me to resubmit forms.i originally requested them to email me the contract they see on their screen, ive tried to be reasonable and now I have no microphone in my possession what so ever. ive been robbed and and honestly I not only got the mic inspected and verified the electrical failure to aid in the process of down time. I also advised them that I don't trust their repair team or people inspeactint the products very well since my labels got switched for returns on tow different sized weighted objects that can't be confused for one another and they got approved for reimbursement.

this products happen to be a 12v motor the size of my palm and a 123 inch subwoofer that weighed about 50lbs and the motor a lb if that. This is why I invited on getting it inspected and them to reimburse me so that I could have a quick turn around now they are keeping my product from me not sure what the damage is to it all I know is the person I spoke with yesterday evening could not find any of my info on their system yet I have been getting emails from them. its been over a week I'm losing out on money time and this is an incovenice to me. they are breaching contract and have stolen may private property.

The process to file a claim on the extended LG dishwasher from JCPenney has been a total fiasco. It has taken over a month and multiple calls, texts and chats between LG ESM and Asurion. Each of you are blaming the other. From the time the claim was initiated on 7-2-22, until today 7-30-22, NO ONE FROM ASURION HAS DONE ANYTHING. I haven't even received a phone call.

Today, I contacted LG three times, only to have the phone call answered to "dead air". After reaching back to Asurion, I was told that they were likely closed today (Sat). I tried LG one last time, selecting prompts that were totally incorrect just to try and get someone to answer my call. They said that on 7-14-22 they told Asurion that they have no technicians to service my claim (St. Louis, Missouri). ?

I have relayed this information back to Asurion, and am assured a call on 8-2-22. We shall see. I am not holding my breath, and at this point, I will be contacting the Better Business Bureau as this warranty seems to be a deceptive business practice to scam out of money.

This is simply the worst run appliance protection plan I have ever encountered. It takes ages and multiple calls to obtain a claim approval and then your real troubles begin. I have spent time on 7 phone calls with them AFTER claim approval and have yet to see a repair engineer in my home. First them claim a company will arrive only to wait until the date and no one shows. Phone calls later is turns out the company didn't accept the repair and Asurion does not contact you. Then my claim is "escalated" and I am assured another company will show up on a second date. Needless to say the 2nd company says that Home Depot does not know their schedule and no appointment is confirmed. Each and every phone call may take 30 minutes of your time.

I have decided that this is not a worthwhile product and you are much better off buying your own parts or hiring a 3rd party to conduct the repair. Maddening!

I’ve been paying for Asurion’s “protection” for years and never filed a claim. I’m not rough on my phone but unfortunately I did manage to break the screen.

Filed the claim online, had an appointment to get the screen replaced and was told when I got there that if they found evidence that water had gotten inside of the phone it would cost me $250 instead of the $30 I was told it would cost.

My phone has worked fine since they day I got it. It did fall into water one time but suffered no damage which affected the function of the phone. So I have a phone which works perfectly fine and instead of the $30 screen replacement I’m supposed to accept that there may be “damage” which affects nothing and they won’t replace my screen.

This is the type of ridiculous garbage that solidifies EVERYONE’s crap opinion of insurance. We’re supposed to hand over free money every month to help offset costs if something bad should happen. Show up to file a claim and they’ll spend $10,000 to deny your $500 claim or just cancel the policy. I’ve already cancelled mine with Asurion, the only thing they apparently are sure of is that they prefer to screw over their customer. I won’t make the mistake again, hope the [censored]s responsible suffer the consequences they deserve for being slimy dirt bags. It really isn’t that hard to treat people fairly. May not make you rich as quickly though so some are more than willing to screw anyone over in the name of making money.

received verification that my claim and new phone would mailed out. Packaged arrived with new phone but without return slip to mail. I have contacted Asurion by phone several times to request the return address, each time I was assured that the slip would be mailed to me as well as an electronic copy sent by email.

I have had to push the return date back once already so as not to be charged and have since went past that date as well.

Phone number associated with claim is [protected].

I did an upgrade for iPhone 13 now you are billing me for a phone. I sent both phones back together. And you are saying you did not receive both phones. Not sure how this is happening because I sent both phones back in the same package. Not only that when I upgraded I was told I would get both phones free after I sent the iPhone 8 Plus back. Will that’s a lie I’m being billled for both phones. Thank you Darlene smith. [protected] cell

I returned a damaged phone to Asurion via my provider at Virgin Mobile. All of my paperwork and shipping label provided to me were in my name. I received an email from Virgin stating the device had been received back into their care, and to call if I had been charged for not returning the device.

On my next phone bill I was charged $345 for not returning the device, which is not the issue. The issue is when I called Asurion they would not speak to me without the permission of my mother-the one who had originally set up my phone over ten years ago. Before they would discuss any information with me I had to have my mother speak to them on the phone. I realize this is all part of procedure, and although frustrating that is fine. What is not fine is that there were no security questions asked, "Linda" literally only asked for her verbal consent to speak to me.

I then had to ask to have this fixed, and had to verbally confirm again that yes she is my mother, and only then my name was added to the account. If anyone had bothered to look my birth year is 1993-I turn 29 this month. I am a registered nurse with 7 years experience. I am married expecting a baby and buying a house. I added my married name and my husband to my phone account. Regardless of all of this I had to have an unconfirmed with no security question verbal permission from my mother to your company before I was allowed to discuss my own phone account. That I have been fully in charge of for years.

I understand there are policies and procedures, and that is completely fine. However if you are going to enforce them then there needs to be legitimate security information required. This is beyond unprofessional and frankly disrespectful to require verbal consent without security features to confirm identity unsecure.

I have tried since the end of april to get my mower that is under warranty. Asurion has given me no help, first a repair man was to come week one. No one showed. I called again and was told it would be saturday, again no one showed. I called again i was told the contractor refused to come out for the pickup because asurion was only wanting to pay a fee was 450 and the contractor denied picking it up no one told me. Another a week went by no call or response. I called again and was told someone would be out monday. Monday is a holiday. Asked for another supervisor. When they called back and said i was mis informed and no one was scheduled. Another "i apologize" everyone apologies and yet no one helps. I called again and was told they are waiting for the service dep to find a repair person im in indianapolis in with several mower shops but was told it has to be in network. Called again asked for supervisor. Had to be a call back. I had been hung up on durng the transfer to another dept a total of 6 times. Yesterday and so called manager called same thing, waiting to find a repair shop. I asked that my issue be escalated. He refused and said i have to wait for another call back. This has been going on since the end of april i bought this warranty in good faith and now being denied the chance to use it. Yesterday i was on the phone over an hour with someone named ritchey who refused to let me speak with anyone else, nor would he give me any managers names email address or phone number. I have spent so much time for asurion to continue giving me the run around. This is a 3000.00 lawmower that i bought and warranty was 300,00

i have sent my complaint to home depot customer care email. Please help

raychell [protected]

[protected]@yahoo.Com

I purchased a range from JC Penney in November 2018, I also purchased the insurance that was to cover the range for 5 years. I've had Asurion come to my home on about 3 occasions to fix the range. The last visit was January 2022 because the eye on top of range was burning and I could not turn the pilot out.

On Sunday May 15 2022 the same issue started again. I called Assurion to get tech to come and fix it. They refused because The receipt I received when I purchased the range has faded and no ink is on receipt. My range burned for 2 days straight while I tried to contact J c Penny to find a duplicate. It Has been a week and I am still waiting. When I am on their web site under my information you can see where I purchased when I purchased as well as the insurance I purchased. J C Penny said I should get one within the next 2 billing cycles.

Hi There

I placed a service request with Asurion on April 27, 2022. The case was assigned to MGR Appliances. MGR’s tech arrived on the morning of April 29, 2022. The tech said the refrigerator was working fine. However, he did not speak or understand English, so I could not communicate with him very well to explain the problem. Finally, he left and said MRG’S office would contact me. Subsequently, I called MGR 12x and left messages with no response between April 30, 2022, and May 6, 2022. Meanwhile, I called the Asurion intake process desk several times between May 2, 2022, and May 5, 2022, before MGR called on May 5, 2022, to inform me a tech would arrive on the morning of May 6, 2022, which he did. This tech, a different person than the one who visited on April 29, 2022, also did not speak or understand English very well. He could not understand nor was able to answer the question, “How far did you have to drive to get here?” as I tried to make conversation. Like the first tech, he said the refrigerator was working fine and was ready to pack up and leave. I finally was able to get through to him what the issue was. He then called his office to get guidance and eventually diagnosed the problem by isolating it to a damper and temperature sensor. IMHO it seems he guessed because he did not do anything to verify that these two components are the cause(s) of the problem. About an hour after he left, I contacted the escalation team member Jessica to explain that I had no confidence that my refrigerator would be fixed in a few days.

Meanwhile, I received a call from the escalation team member Jhune but was not available to take his call. Jhune subsequently sent me an email to which I responded, providing two phone numbers - [protected] and [protected]-where I can be contacted. He never called nor responded to my email. At 5:30 pm EDT, on May 6, 2022, I talked with Lynn from the escalation team requesting she put me in contact with Jhune. She said Jhune had gone home for the day and would give me a call on May 9, 2022. Lynn stated she would expedite the required parts once she received the exact part nomenclatures and part numbers from MGR.

Please note May 9, 2022 will be 13 days into this service call.

Gerald Fleury

I currently have a Motorola Edge+ with insurance from Asurion. My screen was cracked yesterday and it's supposed to be $29 to replace. They tried to charge me a deductible of $229 and when I questioned it they put my account on hold and hung up on me.

Claim was denied as it was not covered. Yet this TV is not even 2 years old, the screen is freezing and breaking with no explanation. Walmart pushed for this insurance policy yet something that happens to this TV that is out of my control is NOT COVERED? How is that even possible. This is absolutely despicable that I am paying for warranty and you guys are not even covering something that is happening to your products that you say "you are covering"! I need to know what is all covered ?

I brought in my 7 year old grandson's iPad for repair of a crack in the screen. When I finally took back the iPad three weeks later the screen was destroyed and the battery had been ruined in their attempt to fix the screen. The employees were impertinent and incompetent and the iPad needs to be trashed without any trade-in value. They were disingenuous about what was happening throughout the weeks and couldn't care less about my situation — they didn't feel it was their problem at all. This was the store at 16th Street and Camelback in Phoenix. Asurion should replace the iPad with a refurbished one and hire people with a sense of responsibility and a desire to service their customers. What a disaster.

I had cell phone repair protection thru Verizon by Asurion. when phone had broken I spent 3 days trying to make an appointment and Ubreal ifix in Wayne NJ. This store accepted my appointment and then when I arrived they were not open! I found they were only open 3 hours per week.

I found another servicer that was able to fix the phone a few days later expecting that Verizon/Asurion would reimburse for this repair. Asurions answere was to bring it to a repair shop 40 minutes away which I could not do. I spent $207 to have ths screen repaired and need asurion to cover this bill. I can provide al documentation

I also have secondary insurance that would cover what asurion doesn't cover so i am willing to make this easy if asurion providess written document that they will not fix this phone . if the other coverage reimburses I will consider the case closed.

Sent my Ipad in January and it's now March 28 and I still don't have my device. I've been calling almost everyday since the last week in January. No supervisor is ever available to speak with me. No call back was ever made to me. Asurion lost my package and tried to say I never sent it. I never received a call back or replacement device. I was given a run around every time i made a call in. Every call made in I was told i would have to wait 2-3 business days for anything to happen even a call back from a supervisor.

I filed a claim yesterday morning 03/02/2022 with asurion for a replacement iphone 13 pro max 128gb sierra blue now i was told that my package will arrive today 03/03/2022 but i was told that my delivery was cancelled and will not be sent out for 03/04/2022 ive explained my situation to the representative and she informed me that i will be getting my package today . Being that this is no longer the case i have a huge problem .

I am a customer of at&t. My iphone stopped working on 2/22 and I was paying insurance on the device. When I called asurion company at [protected], they tell me that they cannot process my claim because my phone is listed as a samsung galaxy and not an iphone. They told me to call at&t customer service to get that fixed. I called at&t and they updated my actual phone on their account. I was told to wait 24 -48 hours for the information to be updated on the asurion website. It has been 48 hours and everytime I call asurion company, they tell me that they cannot help me and process my claim because it still shows up on their website that I have a samsung phone. I have called asurion company multiple times and I always get the run around and no one actually helps me. I would like to file a complaint because this company takes the money from customers and when the customers actually need help with getting their phone device replaced, they don't help at all. - mandeep singh

I sent in my iPad in for service because the screen was cracked. It worked just fine but I was worried about my littles cutting their finger as they are always using it. My iPad came back with a new screen but it wold not turn on. The screen was covered with horizontal and vertical lines in varies shades of grey. I called them and they said to send it back again. I sent it back for them to fix and I got a notice after 3 MONTHS! saying they would be replacing my iPad, because it wouldn't turn on. Today I got as check for $106.00. They are suppose too replace it, not send me a ridiculous amount of money that will not get me an iPad.