Asurion
reviews and complaints

I have never had a pleasant experience with this joke of an insurance company, but this last time was by far the worst. Several years ago, I stopped even getting insurance on my phone because the hassle of trying to get a working replacement phone from Asurion was not worth it. This time, I initially filed a claim online for my Droid Razr Maxx due to a cracked screen. Easy enough process there, but when I received the replacement it was worse than my original phone. I was unable to make a call without turning on speaker phone, because of faulty audio. I took it to Verizon and they said it appeared to be a faulty device. I called Asurion and was connected with a very rude, insensitive female who offered me the sage advice of turning it off and on again. Eventually, she agreed it was not working and would have to be replace, again. I requested a new phone but she informed me all they had were "furbished" phones. I said I did not want a refurbished phone, I was moving soon, (Nov. 6) and needed a working device before then. She put me on hold for a few minutes and came back saying that instead of a "furbished" phone, she would send me a new one. I thanked her profusely and the call ended.

The phone got here today (Nov.5) and again, is refurbished, and yet again, does not work. I cannot sync ANY accounts with the phone. Verizon worked with me for 45 minutes before agreeing the phone was not functioning and contacting Asurion for me. Once again, I got a rude, ignorant person. First of all, it was difficult to even understand her due to her mumbling, but I could set that aside. Not everyone is good on the phone. She also asked me to turn the device on and off again. At this point, I explained to her that 1, I was upset about being lied to about being sent a new device, and 2, frustrated at still not getting a functioning device, and 3, I was now out of time as I am moving tomorrow. I needed to send the non-functioning replacements back and would figure out a way to fix my phone myself, because Asurion is obviously incapable of that. She just kept repeating to me that the earliest they could send me a phone would be tomorrow. I said, yes, I understand that, but I will be somewhere in the middle of the Pacific tomorrow, so that is not an option. It will be several weeks before I have an address again. Again, she said they couldn't send it out to me until tomorrow. This went on for several minutes before I was finally able to get her to understand I am moving and will not be anywhere to receive a phone tomorrow. She then asked, (very curtly), if there was anything else I needed assistance with but hung up on me before I was able to complete the sentence. I know the call wasn't dropped as I still had full signal and the time flashed as it does when a call is hung up.

I cannot believe how frustrating this experience has been. Being 6+ years in the Navy, I've developed a high level of patience and this has pushed me beyond my limit. If I had known all you offer are refurbished phones, there is no way I would have EVER gotten insurance through you. What is the point? I can find a phone for cheaper then my monthly payments and deductible, that works better, and I don't end up with a tension headache. I should have listened to the reviews and warnings I read online, but I like to give people, and companies, the benefit of the doubt. In this case, that was sorely misplaced. I will be warning all my friends about this.

Do not give these people any money!

They are a huge ripoff.

When you need to make a claim, they will charge you a deductible that is more than you current phone is worth, and they will tell you that the information in their brochure is not correct and you have to go to their website to find accurate information.

They wanted a $200 "deductible" for a 2-year-old phone that can be purchased on ebay for under $50, even though their brochure said it should only be $45.

Do not trust them. Do not give them your money.

I filed a complaint against them with my state insurance regulatory commission, and with the ftc bureau of consumer affairs.

If there is an attorney reading this, asurion is the best excuse for a class action suit I have ever seen.

This is a company who works with all the major cell phone carriers, including Verizon, with whom I had my contract. The contract states that for a deductible, they will overnight you a new phone.
I damaged my phone and they did overnight another Droid. However, it did not work, and had scratches on the face. They over nighted a 2nd phone, again it appears to be refurbished. This one worked though, and by then I really needed a new phone.
They provided return envelopes, which I used to return both phones (my original damaged one and their non-working replacement), within 5 days. I am now getting phone calls and letters stating they only received one phone and will bill my credit card $430.00.
I now see the web is full of this sort of complaint and they have already been part of a class action suit regarding this type of behavior. According to the very rude woman with whom I spoke again this week, there is no recourse, and no way to track the package back. So they can simply say they did not receive it and charge the consumer a ridiculous sum of money with no way to stop them.
I was also not told Verizon did not manage the replacement phones internally and used an external organization for this sort of thing.
I have contacted my state Attorney General to see what sort of consumer protection we have and I will contest this with my credit card company as well.

I recently purchased a cell phone from Metro PCS. I lost my phone and then filled a Insurance claim with Asurion. Asurion then sent me a down grade phone. Asurion claimed that they could not purchase this new phone I had. They could not upgrade me but I would have to except a down grade phone. Then they promised me if I purchased the exact phone they would reimburse me my money. That never happened. The excuses and nonsense began. First the documents needed must be faxed by the corporate store only. That was done. Then after several weeks they claimed they never recieved the fax. I had two confermations where they had recieved the fax. That did not matter they said. After submitting the documents needed again. I still never recieved my $400. I feel ripped off.

I am having problems with Asurion and Verizon. I started having problems around a month ago when my droid phone stopped charging properly. the phone "works", the battery "works" but the phone doesnt charge. I took this phone to the verizion store for help. the clerk tried to get it to work for several minutes unsucessfully then she called Asurion. after a min she asked me if a scratch on the phone was because i dropped it. i told her perhaps. She handed me the phone and the Asurion rep told me that i wasnt covered. I tried to explain the phone works its just not charging. this was to no avail. I told the rep to go ahead and cancel the Asurion service. The next day i put my Verizon service on hold.

I purchased a new phone from MetroPCS less than 3 months ago for more than $170 for the phone itself. At the urging of MetroPCS I also took the monthly insrance for phone replacement, should something happen. A week ago, I dropped my phone and the screen went black. I filed a complaint and ASURION told me my new phone is OUT OF STOCK, NO LONGER BEING MANUFACTURED and offered me a piece of you know what, a $49 phone for replacement. I refused. They would not even let me pay more money to get a better phone. THEY SO SUCK. AND I blame MetroPCS also, as they HIRED this FRAUDULENT COMPANY to represent their customers. Shame on you MetroPCS. You can't even EMAIL Asurion, or speak to a supervisor. They hung up on me. When I tried to register with METROPCS I could not - they INSISTED on sending me a text message with an approval code - of course, since my phone is broken, I CAN'T SEE ANY TEXT MESSAGES. So, I could not even register with MetroPCS. Keith Stolte PS MetroPCS had NO TROUBLE taking my next payment! THAT worked. Wish I had never paid.

Asurion insurance for T-mobile and ATT phone's are simply a JOKE! Not mention the very high deduction price (like $90.00 for a REFURBISHED blackberry curve), they really send me phones with problems, like terrible usb port, not capable to charge etc… the paper work is extremely harsh and slow to make a claim. As of right now, I am making my third call to them because they said my picture id is too DARK…

Do yourself a favor and save the monthly insurance charge… but aside and get another on from ebay.

I was calling into Asurion to get a phone replacement. On the phone the operator asks me what phone I have . I told her a blackberry. Then she preceeds to ask me what is the model. I wasnt sure but knew it started with 83. She runs off fake model numbers as to mock me, then laughs and says they don't exist! Can you believe that! FAKE MODEL NUMBERS! Now I was pissed, but I as a mature adult I would be damned to give her the satisfaction of blowing a fuse! Where do people get off thinking they can hide behind a telephone. I thought employee was classless and egrigious! I figured it out that the model number was 8330. Now these incidents happen everyday, and this is not the first time an Asurion employee came off unprofessional or in other cases other operaters has acted out. It sucks cause for at the time your at their mercy, and just want a smooth transaction.It happens with a lot of over the phone transactions! I just dont want this one to go by! I want Asurion looks more closely into who they are hiring! With that said without the customers satisfaction, they wouldn't have a business. They are NOT Irreplaceable!

Company supposedly provides handset insurance for lost stolen or damaged phones. I submitted a claim for a lost phone on 8/19. The claim was denied on 8/21 because the company says that the phone has been used since the claim (no suprprise since it was stolen) They told me they know the number of hte person who is using the phone, but refused to provide the number, and said since its someone I know (a claim the refiuse to validate) they will not pay the claim. they referred me to T-mobile. T-mobile told me its impossible to know who is using the phone. I am turning this over to the local police, and am filing a BBB complaint. In my opinion this company is just a scam to steal my money every month. I've cancelled the Asurion handset protection on the other 4 phones on my account. I will never do business with this company again. The coverage is worthless. I urge you to be careful in dealing with this company.

I have purchased cell phones through Verizon Wireless and have purchased the Asurion insurance on several of my phones. I purchased a new Iphone 4 in February. I ended up getting the phone into the washing machine. I have insurance this will be great! Wrong. I filed a claim and I had to pay $199.00 for the replacement phone. (I paid $299)originally. The phone arrives, but it is defective. The lower right hand corner of the screen has a darkened area. I show it to the verizon store as I was told to do by Asurion. I also let them know there was no packaging material around the iphone box. Just the Iphone box moving all around in there. They agreed to send me another phone. I got the next phone, a refurbished one. Seems to be fine. I get a letter in April stating that I have used up my 2 claims in a 1 year period. I called them 05/11 and left a message with assurance I would be called back. Never called back. I called again 06/07 and spoke to "Susan". She stated the insurance plan follows the phone number and not the phone:. I had my blackberry which I previously owned replaced last May of 2010!. I argued, but they are different phones, I had a $199?.00 deductible to pay to get my iphone replacement|. REfused to do anything for me but to reiterate that the policy follows the phone number and not the phone itself, . This is crap!. This is the most ridiculous thing I have ever heard". Have many other people been screwed by Asurion? Just curious.

100.00 dollar deductible $6.00/$7.00 a month fee 24 mths 168.00 dollars to get a refurbed phone that they attempt to pass off as new. My experience video went in an out on day two of receiving "new phone", rebooting itself screen unresponsive then ultimately the device stopped making and receiving calls all together within ten days. They are the worst! Am I bitter no I am a paying customer that wants what he is paying for. I only ask that I speak and deal with knowledgable customer service reps that don't attempt to deceive me with promises or even better make me feel like they are doing ME a favor. If I said what I really thought about this company...

Don't purchase phone insurance with AT&T which is covered by Asurion unless you enjoy frustration! I cracked my cell phone screen on my blackberry torch which is covered by Asurion insurance and I have been directed to fill out and have notorized a specific form along with a copy of my driver's license. If I would have lost my phone I could clearly see having to sign an affidavit because they are not getting the phone back...but for a cracked screen? They will get the phone and clearly see it's cracked and guess what ...that's covered! It is clearly their way of discouraging people that have been paying these monthly fees to use their service! I spoke with a customer service representative that would not help me so I figured I could complain online...guess what, they don't have anywhere on their website to complain...imagine that! AT&T doesn't get involved which is annoying because they are using the service, it makes them look bad and they don't seem to care! I have had to replace my daughters phone using the insurance and NEVER had to go through so many hoops...beware if you purchase an expensive phone like the bb torch because they will try their best not to replace.

I have Insurance on my phone so if anything was to happen to it while under contract the phone can be replaced. This company gives you such an unbelievable amount of run around to have a claim filed and have the phone replaced it will blow your patience out of the water and frustrate you to beyond the end of our round planet. I pay $8 per month to have coverage and then have to pay a deductible if and when they decide to honor your claim. I have wasted hours and ink cartridges sending the required information over 9 times to a fax line. They have no email and a run around of a phone system to contact a customer service rep. Buyer beware!

The USB charging/data jack in my AT&T Nokia Mural begins to fail. Sometimes it charges. Sometimes not. It's been insured for over two years at $4.99/month charge for insurance. That's at least about $120. I initiate a claim. Hmm... There's a $50 deductible. What's the cost of a refurbished Nokia Mural on today's market (eBay, Amazon. etc)? About $59. I realize I've paid $120+ to save $9. Still, it's only a $9 difference, so I decide to go ahead with a claim, kicking myself the whole time.

But do I get another Mural? Nope. I'm being sent a second-rate, less snazzy Nokia 6350. Best price on eBay? $39.99. Now I've paid $130+ for a $40 phone. I want to kick someone else, now.

Okay: Stupid me. I'll take the hit. But I immediately call AT&T and cancel any further coverage.

I get the "replacement phone on its way" confirmation e-mail from Asurion and it tells me to (surprise!) send back the flaky old Mural or face a "non-returned equipment fee". Still, if I want the Mural as a back up (I can always charge its battery in the new phone) how much could that be?

"Hello, Asurion? What's the amount of this fee for not sending you the Mural?"
"$170."

WHAT THE...?!? So my flaky old phone is now worth *$170?*, even though I can buy one that WORKS for $59?!

Bottom line: Had I just bought replacement off eBay, I would have two phones (one not charging reliably) for $59.

THE SAME SITUATION PLAYING ASURION'S GAME?
THREE HUNDRED DOLLARS.

You be the judge.

I have to say that my experience with Asurion was by far the WORST that I have ever had with any company.

I had my phone stolen last night and called there 24/7 line at 1am to make a claim. The agent was very nice and verified my info (which I now realized that I gave him the wrong info but it still passed), took my credit card info which was to pay a deductible of $130, and scheduled my shipping which was to be in 2 days.

Well, this morning I called T-mobile to suspend my phone and accidentally got transfered to Asurion, so I thought, while I had them on the phone I'll check on my claim status. Come to find out that my claim had never been made and there was no record of any conversation what so ever! All they could see was that I started to file a claim at 1am. So who the hell did I give my credit card info to!?! Also, why did they not have that first phone call recorded or even noted?! What if I never got accidentally transfered to Asurion?!

I spoke to several different representatives and they all had different answers to the same question. When asked what happened to the credit card info I gave the agent earlier in the morning, the superior agent of the Advanced Customer Care Department told me that sometimes they write it down on paper because they can't access the computer! What the F***? How unprofessional is that?

Another rep told me that it wasn't possible that I called at 1am because they are not open 24/7! She doesn't even know the times that her company is open?

They speak over you and they don't listen to a word you are saying!

There was sooo much more to the conversation than that but let's just say that I wasted 2 hours of my time with them. Now, I'm waiting for my claim to be reviewed by a licensed adjustor. The first time I called, I was able to make a claim and get it processed right away. Now I have to go through a 24 hour review. When asked why the first agent did not tell me about the review I was told that they did not know about it. If that is truly the case, why are they having agents that are untrained on the policy and procedures answering phone calls?

For anybody who is considering signing up with them, I strongly advise against it. You will be sorry. $6/month for phone insurance seems like nothing but I would rather pay more to get better customer service. And after reading all these other reviews, I can't wait to see the piece of crap they send me.

i took a contract out with vigin mobile for a blackbeery fone in june 2010, i was asked did i want insurance and told that the first month was free, if i wanted to continue with the insurance, i should contact them which i have never done. having to check my bank statement i noticed a payment of £5.99 has been coming out of my account each month for the last 9 months to neuasurion europe limited ref no 000bqb i did not authorise or agree to signing up for any insurance. please contact me asap.

The first time I needed to utilize this insurance company I had broken my phone. The customer service was terrible. The agent was curt and rude. They do not send phones on Saturday so I had to wait until Monday to receive the phone (not too much of a problem for me). However, the phone arrived without being activated as I had requested so I had to go to the phone store and they had trouble activating the phone! It was missing a serial number that is usually on the back of the phone! I was there for 2hours. 4 months later and the phone crashed. It just stoped working! This was a thursday so as the phone was under warranty i requested another be mailed. Instead of mailing an activated phone on Friday morning, they sent out a return slip for me to mail back the broken phone! Im supposed to have 10 days to do that once I receive the new phone.
Again customer service was rude, this time I could not understand the broken english of 2 different agents i had to speak with! While I was given no apology for their mix up, I was "assured" I would receive an activated phone Monday morning! It is now 2:30 pm Monday and no phone yet! I go online to check the status and when I imput my claim number, Asurions toll free number comes up for me to call for information - well I dont have a phone to call from now do I?!?! I have stayed home all day, yet again, waiting on a phone to arrive.
I am probably amongst the more patient people walking the earth and amongst the least dependent on my phone but this really is a terrible way for a company to operate.

Wow! I just went through the worst experience involving an insurance claim...my homeowners insurance claim wasn't as hard as this dam cell phone insurance claim. First my husband lost his phone while we were out for a night on the town at a Bistro bar& grill so I called tmobile to suspend it, WHEW! so the next day I go online to file a lost claim through Asurion, I go through all the steps and fax them over the documents they need and than I have to call them to make the payment($90)...but i was told claim was denied. They say i need to call tmobile to find out if the account was suspend so I do, (and it WAS). They than transfer me back to saurian who tells me to start a new claim(wtf). I DO NOT because we can continue with this one and they tell me that my phone is still in use..Which it was not! So we go back and forth them saying that a family member or someone we know has my husbands phone...i'm so livid right now because they are accusing us of fraud and we pay our premium every month so we shouldn't have to go through this! so after 3plus hrs of this ### they get back on the phone after keeping me on hold for 10-20mins at a time. They say Ma'am i would like to apologize on behalf of my company, But we've made a terrible mistake it looks like you are entitled for a replacement. So sorry for the inconvenience! And ma'am the good news is you wont have to file a new claim we can transfer information to a new claim ticket. GEE THANKS! WOW WHAT A COMPANY! (NOT) Is there another provider out there?

Please see the letter I have sent to your partner company Asurion. I hope that you will reconsider continuing to allow such an incompetent group of people represent you. I am quite literally at the point when I am ready to cancel my Verizon service because I NEVER want to have to deal with these people again. IF I actually receive my phone on Monday, I will have been without a phone for 5 days. This is completely unacceptable. - Thank you,
I have never received worse customer service. The initial service was not bad, I received a replacement phone the day after filing a claim… great job…. EXCEPT for the fact that the replacement phone was defective! After spending and hour on the phone with a Sr. Tech at Verizon trying to get the phone to work I called your customer “care” center.
The woman who answered my call was extremely rude. She continually interrupted me while I was trying to explain my situation to her. When I asked to speak with her supervisor she said “sure, I can transfer you, but she’s just going to tell you the exact thing I’m telling you” is such a disrespectful manner!
The supervisor was no more helpful. I was told by the supervisor that she could not send my phone for Saturday delivery! So now, because of your company’s inability to send me a working phone in the first place, I have to go all weekend without a telephone?
Finally, when she put the claim for a second phone into the system she said “oh, look at that, I CAN have it delivered on Saturday!”
How does a “supervisor” not know this?
When I received the automated email with the UPS tracking number I of course tracked the shipment.
When the package hadn’t even been pick-up at your facility by late afternoon, I called your company again. I was told that “the UPS website doesn’t update automatically” and that the package had been picked-up!
I could hardly believe that I was actually being LIED TO! But, the girl telling me this simply refused to do anything but keep repeating this lie!
Imagine my anger when I woke up this morning and tracked the package again simply to find out that the package that your supervisor PROMISED me I would receive TODAY, was only picked up from your facility TODAY!
The only thing that your “Customer Service” people are actually good at is saying the words “I apologize”.
I expect you to refund the cost of my deductible immediately. I would request an apology for being put through this extremely frustrating situation… but I’ve had more than my fill of apologies from members of your company.
I will be sending Verizon a copy of this email so that they are aware of the type of people they are doing business with. I’ve been a Verizon customer for over 20 years and I am very aware of the fact that you are not treating their customers in a way that will be acceptable to them.

I just received my replacement from Asurion yesterday and activated the phone last night. I attempted to use to camera today and it didn't work and locked up the phone several times. We called Asurion, what a friendly rep btw (NOT!), jumped through their tech hoops, turn off the phone, take the battery out, hold down the power button with the battery out for 15 secs, etc, etc...the end result they sent a piece of crap. Oh and now I have to give my credit card info to her and listen to their threats about how much they will charge if I got the replacement phone wet, didn't return it, etc. The second replacement phone should be here tomorrow, can't wait! It will probably be another remanufactured in the Philippines P.O.S!