Asurion review: Wireless protection program

I purchased an iPhone 12 - 128GB, through my AT&T account on July 3 for my son to replace a broken and barely usable iPhone 8. Two days later, I purchased Asurion's phone insurance through AT&T. A few days later the phone was lost during an auto accident, we tried (Find My iPhone) to track it. It was pinging not far from the location of the accident, but we were not able to find to locate it. We file the 1st claim with Asurion.

The asurion claim app would not work at times, but eventually the claim is submitted and denied stated that I am not an authorized to handle my account.

[I am the only person on my account that has any rights to make purchased and file claims.]

I get clarity on what is meant. I submit a 2nd claim and speak with an agent this person stated that adjusters may have denied the claim because, I didn't immediately suspend services on the phone. To which I state that I was not aware of a requirement to do that. She called AT&T to get last date of usage for the phone to complete another claim. By now I have gotten a SIM card and added the barely working device back into service as we need to communicate with my son.

Claim denied this time due to no airtime on enrolled mobile number prior to date of loss, well I have an AT&T data history that shows some type of data communication to the internet or pinging the tower on the day prior and the date of loss. None the less that happened 2 more times, before a claim was completed, confirmed, and schedule for delivery. On the date of expected delivery date, I leave work early to not miss the delivery, There was no delivery, no phone call, not email, no text me, nothing. So, I call back the next day, and I am told that someone on (my account) called and canceled the claim to which I know there must be a joke. I'm checking my email and texts, there is nothing about a cancelled claim or cancelled delivery. After speaking to escalation and the adjustors. They blame AT&T and tell me to call and verify that my account is secure because something is causing a [System Denial] as before it reaches reviewers or at least that’s what I’m told. The last adjustor said that Asurion is not required to disclose any information about when or why claims are denied and their decision is final. This is a company I will never do business with again if I can help it, its also making me rethink AT&T as well.

I file a complaint with the BBB, shortly after this an executive assistant to the President calls about my claims. She does initially the same thing that the other agents do, tell me to submit another claim, verifying all pertinent information and then says that she will reach out to Adjusters who have the final say on claims. Again claim is denied, what was the purpose of taking me through this again when something is flagged that that is blocking my ability to use a service that I bought in good faith. I almost feel targeted.