Assurant Solutions review: Warranty claim process, from the end of a customer service representative partnered with assurant

Assurant makes my life and job harder every second and it's becoming an issue. I work with American Freight and help customers with claims. Often, the ridiculous amount of unnecessary red tape extends the process to an unacceptable degree and it's weeks of the same tired game of telephone that could have been resolved in one call if the person on the other line was interested in actually working with us and not being a problem.

For example, sometimes products are discontinued. These products have no way of being replaced. Often, these products are sets that need to be together for the customer to actually get the value of what they paid for. So, I am incredibly frusterated when assurant only approves one piece of the set (which isn't helpful if the item was sold as a set), so we can't even replace the customers items with a different item because they only have half the value and can't get a whole set. It's like selling nuggets and the box they come in separately. It is not helpful. When I attempt to explain this to the workers, they will pull the "It has to be the customer calling,", which is entirely asinine. Are you gonna believe the customer when they tell you we have no way of replacing them and they need the full set approved? The answer is no, because they never do. So another dozen phonecalls need to be placed which defeats the purpose of this redundant 2FA. I hope in the future the red tape that treats us customer service representatives like we are stealing furniture protection plans (I have no idea why else a FURNITURE CLAIM needs 2FA) gets lifted and we don't need 3000000 phonecalls and 3 years to file a claim on a singular 1/4 2 inch hex bolt..