Asurion
reviews and complaints

DO NOT USE ASURION - They are the worst insurance company. They'll replace your phone with super sub standard referbished. I've gone through 3 phones and they still don't work. It's not worth the monthy payment or the $125 they charge for each claim. Companies like this should not be in businees and are a complete rip off!

We have a 2 plus yr old phone that will not work at all, no control over any functions etc. Called for replacement and the lady read from a script saying that the phone was malfunctioning and not broken. I replied with if phone will not work then its broken, she kept repeating it is malfunctioning and they would not file a claim. Of course she was sitting in some country outside the US reading from a scripted screen with no concern or care if we had a phone or not. I have paid insurance for 5 phone on our plan for many years and when I go to use it they decide to redefine "broken" and deny my claim. Again it show if you are honest the crooks will steal you blind. If I had called and said phone was stolen or smashed under the wheels of my truck then they could have filed a claim...the lady from Asurion confirmed this...Very sad story I will try and tell a least 100 Verizon customers about this and they in turn can warn 100 of their friends...

I received a phone and not even 48hrs later it started freezing and shutting off. I paid 99 bucks for a phone that costs less than 50 not including all the years I had the insurance hut never filed a claim.

I was in the process of claiming my phone as well on Asurion, I did not pay for the claim yet because I had seen that the service as well as the phones suck. I was wondering if there was a way to cancel my claim since I had not payed for it anyways? Or should I just wait 60 days?

that girl lied to u...she knew damn well all she had to do was cancel the claim and give a reason...excuse the language! i work for asurion and i have cancelled plenty of claims and although i dont do sprint claims (my carrier too) i do know we all use the same systems and tools! she could have cancelled it

my mother has received 3 refurb phones thru asurion with sprint (in 1 yr due to her damaging and losing them) and she has not had a problem with either refurb. i received one thru tmobile asurion before and yet not problem. here's the rundown
asurion sends out new and refurb phones
all phones come with a one yr warranty thru asurion
u have 60 days to file a claim for a lost/stolen/damaged phone. why would you wait 8 months to report it? there are certain circumstances where over 60 days it can be waived
once a claim is started but not finished it will remain open for up to 180 days (6 months)
you have 2 wks to send back the damaged phone. plenty of time to transfer all info

soooo...there you are.

i have to agree...the insurance policy..any insurance policy for that matter does state some type of deductible you have to pay. the only insurance where there is no deductible is life insurance. for anyone who doesn't know the insurance policy for all carriers is available online at phoneclaim.com. a lot of misconception is "well i pay monthly for insurance therefore my phone should be free." apply that to health insurance. "well i pay monthly for insurance therefore my healthcare should be free." really? try saying that when it comes time to pay that copay at your doctor's office. let's face reality...there will always be a deductible for any type of insurance no matter what. now the amount of your deductible does depend on your carrier. i do know the highest deductibles are with tmobile followed by att, sprint, and then verizon. i just know the major cell phone carriers but no the minor. anyway if ppl researched they would have nothing to complain about.like someone else already stated above...nothing in this world is free.

Customers that have complaints because they didnt know they had to pay a deductible are just plain ignorant and irresponsible. They must get informed before getting the insurance. No one forces them to get the asurion insurance. That is their decision if they want it. If they get it, then they have to read their policy. Although I would like to admit that Asurion does tell the customer to send the damaged phone so IT can be refurbished to send to future customers. This is in the policy as well- You will either receive a refurbished or new phone, which ever one is available. So if you read your policy there is no reason to make any complaints, unless if he Representative that is handling your claim is being rude. But thats it! READ YOUR POLICY! Nothing in this world is free. If you didnt like the insurance then you should have not gotten it in the first place. If anyone gets mad because I posted this is becasue you are recognizing that what I wrote is true, and you need to get informed on your own. We are all adults here, right?

What do you own the insurance company or have a great deal of stock in them? Your comment is very one-sided. Insurance is a cooperative and it is a great way for all of us to feel safe. We all pay the $5 premium not knowing whether we will use it or not. Add to that the deductible and you are essentially paying for your own phone. I mean, what are the percentage of phones that are claimed as lost, stolen, or broken? It's probably less than 1%. The other 99% are paying premiums and not filing a claim. Don't make me do the math for you or reasearch claim rates. It all adds up to huge profits for the insurance companies. When you do need to use it, you expect professionalism, responsiveness, and a sense of urgency. Assurion sends substandard, refurbished sets which they get for peanuts to try to maximize their profits. They don't ship when they are supposed to. They want you to send them your old phone (so they can refurbish that one too). That makes it very difficult to transfer your contacts. The only convenience is that you don't have to shell out a big amount to replace a phone. With all of the inconveniences of filing a claim and dealing with crappy refurbs and not having the ability to upgrade to the latest phone; We are better off saving the money ourselves and buying a new phone when needed. That way you aren't at the mercy of the insurance companies process. In other types of loss with substantial capital involved, it makes total sense to be insured. But, cell phones, is probably the best area where consumers should be self-insured and put these rip-off sub-standard service companies out of business. Assurion sucks!

i had my phone stolen and it was brand new no water damage so aurian charged me to replace it of course my deductable and to thank me sent me a water damaged battery and phone to thank me - m y phone freezes and turns off and on all by itself - rip off of a company i hate asurion id rather have no insurance take the fone as a complete loss might as well be a loss cuz it doesn't even work ! thanks asurion (sarcastic) what a tease -- [censor]s!

BOTTOM LINE: DO NOT EVER EVER GET THIS INSURANCE UNLESS YOU ARE ABSOLUTELY SURE YOU CAN NAVIGATE THROUGH THEIR SHADY BUSINESS PROCEDURES.

If you want the short and simple, ignore my story

MY TIPS FOR YOU:
1) make sure you read the contract agreement
Asurion only covers the phone you first sign up with. The conditions are you have to be using that phone(kinda obvious) and that it's the phone you bought from your provider.
2) take a picture of the back of your phone w/o the battery & cover, it has to display the IMEI # clearly.
This is one of the accepted 'proof of ownership' they accept. I lost my phone so I didn't have this option.
3) call and make sure they get all your documentation, do not let them push you around
They are shady, read the asurion reviews of people who worked there. Most of them will tell you how Asurion workers are told to lie to customers.
4) make copies of your documents and keep them on file with all your information(claim id etc), this makes the process faster.

MY STORY:
Asurion has gotten worse. The first time I lost my phone, there were hardly any hassles or problems, and they replaced my phone quickly. However, now that the economy is getting worse, they're beginning to show their true colors. I filed a phone claim, which is usually done online and over the phone. However, they decided to have me fill out a hardcopy and either fax it in or mail it in. I don't have a fax machine, and it costs $2 per page to fax at UPS, so I mailed the documents. I waited a while and called back to find that everything checked out except my proof of ownership. Initially I considered this my fault and resubmitted the application along with the requested documentation. They wanted the IMEI number on the back of the phone, but apparently simply giving that number over the phone is not good enough. I spent a hour at a t-mobile store trying to something acceptable, and got a device history, which was 'acceptable' by T-mobile sales associate standards, I faxed that over. Hours later, I was rejected, saying that those forms were incorrect. I got a store receipt and faxed that over twice, both times stating that they did(the 'documentation' department) did not receive such documents. I finally did it a third time. Hours later I got a call back, and in my mind I believed I'd finally made it through, but no, some other person tells me that I've been filing for a different phone, a razor or some such phone I've never owned or used. I correct the person, he comes back and says nokia n75, I corrected him AGAIN, and finally he comes back saying that the phone claim I filed for was rejected again. Not only that, but because I had filed more than 2 times, they will not accept anymore phone claims for the lost phone...that's very shaddy.

Keep in mind this was about the 10th time I called, and the 15th person I'd spoken with. Finally after being frustrated out of my mind, I was transferred to the CSO, apparently the highest authority figure in the company (turns out Kenya was her name and she 'spoke on behalf' of the CEO). Her statement was that I should have read the contract more carefully and that they couldn't replace my phone, and that they would not accept anymore claims from me. Also, I had switched my phone, which they didn't cover. They had to wait an entire month to tell me that oh, by the way, your phone is uninsured. I went through all of that crap for nothing, essentially. I also lost a years worth of insurance money(like $70) because their premium is non-refundable..wtf

Asurion are complete scam artists, and they should be put out of business. why do decent cell phone companies associate themselves with such low life thieves?
DO NOT USE ASURION! THEY LIE! I lost my cell phone and after 10 years with Verizon, finally made a claim. Asurion treated me like a damn criminal, made me send them copies of my drivers license, credit card (are they stealing peoples identity?) and DENIED REPLACING MY PHONE.
They charge you 8.99 a month, want $89.99 "deductible", then, after giving them all of your personal information and faxing affidavits, sworn testimonies...maybe, maybe, they might send you a "refurbished" piece of sht that will certainly break down within weeks, thus starting the money sucking cycle again.

for replacement phones sent out by the company just call the claims center and explain to the agent that the phone will no longer charge. they should then transfer you to asurion tech support. when you get to that department they will ask you a series of questions and then attempt to troubleshoot the phone. after that if they determine it won't charge they will set up a next day delivery at no additional cost and the only thing you have to do is sent the defective replacemet phone back in the envelope that will come with the new phone. as long as the phone is still under the yr warranty with asurion then you should be ok. let me know if this helps and if you were able to do it.

omg now i work with asurion doing verizon claims and this is the policy:
from what we were told, if the phone no longer holds a charge it was supposed to be covered under warranty which means you get another phone through verizon because the warranty covers malfunctions. now we were told that a phone no longer charging was considered a malfunction...until recently. i have personally spoken with a few verizon reps wondering why they are not honoring a warranty in this situation and now verizon claims that is no longer covered by warranty. they never stated why. so your best bet if you havent filed a claim is to do it online because if you call the asurion number there is no telling where your call will get routed to. there is more than one verizon call center in diff states and you may not come across a rep like me. i would file the claim for you but not every rep will. here is what you do...
go online to phoneclaim.com/verizon
when you start a claim list the peril as damaged and then you type into the space provided that the charging port is damaged because it is. then you go from there! let me know if that helps!

I'm calling my friends who Audit for G.E. my friends are Allen Coc&#* and his younger brother. They are millionaires for a reason, that reason is no one stands up for what's right. We need to follow through, go viral!

I paid $350 for replacement phones for my 2 kids. The phones were stolen from the airport and now they're telling me the can't replace my phones or return my money. Now I was approved and the phones were to be sent to me the next day. I waited for the phones and the never came. So I call asurion to see what happened. They tell me my shipment was stopped in mid process because they said it was fraud. I've never made a claim with them in my life, and when I asked how they came to the conclusion of fraud they tell me that's confidential. Straight BS. I won't pay them another dime.

Asurion is such a rip off and all the mobile phone carriers are all in it with them. T -Mobile of course it at the top of the list. They lost over 225, 000 customers last quarter and it's just going to keep growing. I've had a phone with suncom/t-mobile since 2001. I've carried the insurance the whole time . Boy was I dumb. Anyway, a few months ago my v8 razr cracked and I went through so much just to finally get the claim approved it would take me months just to tell that side of the story. So I finally get it approved and guess what? The only phones they will replace it with are junk phones that are so outdated no one even buys them anymore. My "defective" phone is years ahead of these phones and on top of that I would have to pay $40.00 to get it. I wouldn't pay $1.00 for one of these replacement phones. The CEO's office is suppose to contact me on Monday 9-24-12. I'm sure that will really give me satisfaction. Like the gentleman said above DON'T WASTE YOUR MONEY ON INSURANCE.

ASURION IS A BAD INSSURENCE COMPANY TO DEAL WITH THEY DONT LOOK FOR WAYS TO SOLVE YOUR PROBBLEM S THEY R LOOKING FOR WAYS TO SAVE MONEY THEY DENIED MY CLAIM AFTER MY PHONE WAS STOLEN AND MADE IT SEEMS LIKE I GAVE MY PHONE TO SOMEONE RELATED BECAUSE THE PERSON THAT HAVE MY WAS A NUMBER THAT I DAILED FROM MY PHONE BEFORE THATS WHAT THEY CLAIM TOOK MY PHONE AND USE IT ON A T MOBILE ACCOUNT AND YHEY NO WHO YHE PERSON IS BUTT YET THEY ARE STILL ALLOWEING THIS PERSON TO KEEP USEING THE PHONE ON THEIR T MOBILE ACCOUNT KNOWING THAT THE PHONE IS STOLEN THATS NOT RIGHT AT ALL ASURION IS GOING TO COST T MOBILE A LOT OF CUSTOMERS WITH THEIR LOOP HOLES AND ### WHATS THE USE OF PAYING INSSURENCE TO THIS COMPANY WHEN THEY DENIE HALF OF THE CLAIMS T MOBILE NEED TO FIND SOME ONE ELSE TO HANDLE THEIR CLAIMS NOT THESE ###S

lol at drucier i liked that

First, you're an idiot if you didn't think there'd be a deductible. Yea, it sucks that the phone rep didn't tell you--I hate when they hide things from me--but if you were smart you would have looked in the literature they gave you. If they didn't give you literature, you should have been smart and asked for it.

It's actually NOT a rip off if you're someone who might accidentally break or lose your phone. I personally have used my insurance about 5 times and it's more than worth it. For Sprint, my windows mobile phone has a deductible of $100. Considering the phone is $600 new, that's amazing. So $4 monthly charge times 12 months plus $100 deductible is only $148 for a BRAND NEW (sometimes refurbished, but only once for me) phone. And TWO of those times, they didnt' sell the phone I put a claim in for so I got the next version--so basically a CHEAP upgrade to a much better phone! I'd say that's far from them thieving me, wouldn't you?

Oh, and my Sprint representative did tell me of the deductible. So just because your phone rep didn't for you, don't complain here and tell everybody that their reps will lie to them, too.

So, instead of complaining online about a company that runs a very legitimate business, you should just look in the mirror and admit you were an idiot for not making sure you were clear to the terms. Then call yourself an idiot for thinking you need to pay the $130 deductible when you can just buy your new phone for $120. Idiot.

your deductible is high which means you are either a tmobile customer or at&t customer since they have the highest deductibles

i do know that when you sign up for insurance your carrier is supposed to supply you with the insurance brochure which does have the information regarding deductible prices. your carrier technically is not responsible for telling you there is a deductible if they give you a pamphlet and you read it, but it would be nice for them to mention it as they tend not to. a lot of misconception is that wireless insurance is not real so the phone is free when in fact it is just like every other insurance that requires deductibles...health insurance where you pay a copay to see the doc, car insurance (full coverage) when you get into an accident and the company assess the damage, tells you how much they will pay then give you a number to pay in order to meet them, homeowner's insurance, flood insurance, fire insurance, whatever. all have a deductible except life insurance. that's just insurance period.

i can understand your point of view of having to pay the deductible that's more than what you paid for the phone. my phone was FREE with a new 2 yr contract with my carrier, yet my deductible is $100 should i need to file a claim. i don't wanna pay that! but what i came to understand is that the deductible is based on the retail price/value of your phone. so even if you paid x amount of dollars, the actual retail price was most likely much higher. the more advanced your phone is the higher your deductible. keep in mind that depending on your carrier, asurion is underwritten by someone else. i know with sprint they are underwritten by liberty mutual i believe and with verizon wireless they are underwritten by cna i think? anyway if you want to check out your program brochure go to phoneclaim.com/(your carrier) and everything is available on the site or you can ask me. my mother has been working with insurance my whole life (24 yrs) so im hip to it. i tend to research insurance companies before i use them. currently it's full coverage for car insurance so if you have any suggestions to that im open pls let me know

it's btwn geico and allstate right now

Is the $120 the cost with or without a contract? I know that the contracted price is substantially lower which is why it is nice to have the insurance.

HSN Protection Plus Warranty is a rip off. TV went out and it has been a month with no resolution. They keep telling me it takes time to get this resolved. No parts (they ordered 3 times), no replacement tv and no refund.
BEWARE BUYING ANY ELECTRONICS FROM HSN...Once they get your money...your on your own.

We used our Assurion insurance to get a replacement phone when one of our cell phones was damaged. The phone they sent was completely defective. It is my daughter's phone and she took it back to Verizon 3 times to try to figure out what was wrong and they told her it couldn't be fixed and that it was a faulty phone. When I called Assurion to try to get another replacement, I was given the run around...spent over an hour on the phone...most of that time on hold, trying to take care of the situation. They would do NOTHING for me because the phone was with my daughter and not with me. My daughter lives an hour away...has no other phone to call them from and no car to go anywhere to be able to call them...they said that was too bad, and that we would have to wait until the next time we were together and call back.

They asked few questions based on public information as they said, the information could be 20 to 30 yrs. They said I failed on the question, the claim is denied. That is just funny, and the question is decided to let people fail. so they do not have to pay the claim. why, because these public information is not verified independently. They could have wrong information at first.

There are three questions

1. which county where you owned property, then give me about 5 different county name to choose.
2. which street name, you lived from 5 different street, I should pick one
3. Nan Ma, men, then give me 5 different age group to choose. I never know that man.

They said it is from public information, they did not verify, and could be 20-30 yrs old.

Then they asked me to talk to T-mobile, I went to T-mobile story, T-mobile says nothing they can do about. so I call them from T-mobile store. They then said someone will review my claim, and contact me within 24 hrs. Why they ask me to talk to T-mobile at first ?

When T-mobile sold the insurance to me, did not mention over $100 deducible. T-mobile probably is guilty too. I would not buy insurance from them if T-mobile does not sell it.

They sent me a Motorola phone that had been RETURNED 11 TIMES PRIOR TO ME! I called them and said the phone had been malfunctioning after I filed a claim online and two days later they did nothing. The phone had been cutting off for a month for no reason. An hour after I filed the report I took the battery out to reset the phone and the clip that held the back on went flying throug the air! The lady I spoke to on the phone said I had to pay the $50 again because I broke it. I said it had been malunctioning for a month and it broke because it was already refurbishied and not because I did anything to it. ASURION REFUSED TO REPLACE IT AND I LAID INTO THAT THEIF ON THE PHONE TOO!

I then went to VERIZON and made them call and say send me a new phone! The lady at Verizon said they were to inspect if first. They looked and the indicator had shown WATER DAMAGE. I said it has never been near water. She said it is ok. I RAN THE SERIAL NUMBER AND THEY HAVE SENT THAT PHONE OUT 12 TIMES ALREADY! So I find out they sent me an already water damaged phone and they have sent it out to 11 other people. ASURION ordered me to pay $50 on top of the $7 a month to replace a phone that had been replaced 11 other times...

12 times my(hehe) This phone serial #DEC [protected] MODEL VX 8700

If they send it out 12 times and they get just 50% to return it and pay $50 that is $600
then you say they only had insurance 1 year *12 peeps * $84 year - $1008

That is a total of $1608 of of one phone! That is only if 50% and 1 yr...I LOW BALLED IT!

THEY ARE CROCKS AND THIS IS AS BAD AS THAT OCEAN FRONT PROPERTY IN ARIZONA I BOUGHT!

Asurion is a total ripoff. October 10/23/09 I filed a claim for a replacment phone as mine had just quit working. I paid the $50 fee and I recieved a refurbished phone from asurion the next day. The phone worked great until 12/20/09. Then it started to just FALL APART! I brought it down to our local Alltel store. They looked at it and said, "Wow, looks like they sent you a defective phone. There is no physical damage, (not surprising as we use this phone as our home phone and it never leaves the house) Give asurion a call and they should be able to get you a new one coming as this one is obviously defective" Alltel gave me asurions phone number. I then called asurion...after being switched around to 3 people I finally spoke to a lady and explained to her the situation. She told me I would need to get the numbers off of the bottom the the phone, and the color of the sticker on the bottom of the phone, call her back, and they would send me another phone as this one was defective. (I did not have the phone on me as it was at home)I asked her if she had an extension number so I could speak to her directly as I did not want to explain all of this again. She told me she would note the account and whoever I got could take it from there. I got the numers, the color of the sticker, and called back again...the next person I spoke to was a supervisor...he told me the exact opposite as the lady I spoke to! I explained to him I was instructed to get the numbers off of the phone, the color of the sticker, and they would get me a new phone coming. He told me he had no idea why she would tell me to do so. He apolagized for the inconvinence, but that information did him no good. Their policy was if it was past 6 days, I had to file another claim and pay them another $50 of MY hard earned money! Are you kidding me? I pay 5.99 a month for this insurance, pay a $50 fee, asurion sends me a defective REFURBISHED phone, and they want me to pay another $50 of my money to get another refurbished phone? Asurion is a complete 100% joke. DO NOT USE THIS COMPANY! If you can afford to put away a couple extra bucks a month, do that instead of giving it to these people. They will walk all over you. They don't care about their customers or service. Check around on the net. I agree people generally complain more than they need to, but the only people that think asurion is a great company, are the people that work for them. Please don't get scammed like the rest of us...

This company is just completely awful in general and a complete scam, not to mention a money guzzler. I have to pay 6 dollars a month and 130 dollars to get a new phone, that's just a completely ridiculous amount of money. If that's not enough, I can't even get the phone I want anymore. Upon calling the company, you have to answer around seven questions from an automated voice which is a time consuming pain. After going throuhg that you have to reconfirm most of your information once you finally get to talk to a real person. And here's my major problem, besides all that, I finally got my phone shipped to me after around a 5 day wait, besides all the trouble that I had with them inbetween that wait (which lasted about a week), but it turned out to be broken. I called them and they were being uncooperative and rude, so I complained to around ten people before I finally got transferred to the office of the ceo and they still wouldn't meet my demands, so I gave up and called t-mobile. I was on the line with asurion for around an hour and a half, yet within ten minutes of talking to a t-mobile representative I was demands were satisfied and they were very pleasant to talk to. Asurion is a waste of time and a horrible company. I cannot stress enough how much you SHOULD NOT GIVE THEM BUSINESS!

Asurion is one of the absolute worst company's. I lost my phone twice, and twice they send me defective phones later then expected. They're scam artists. If they offer you an insurance policy spit in their faces.

I have been going through a horrendous experience with this insurance company about my phone and claim since 12/20/13 and the issue is still not resolved. During this time I've gone days without the use of a phone. My story would take up 3 - 5 pages to explain and I'm exhausted by my encounter. I only want to say every complaint on this blog was my experience up to now. Keep the word out there about this insurance and every carrier that uses them. I will be signing on to any class action out there against this company.

yea cell phone insurance can be a huge scam and ripoff

there may even be a class action lawsuit brewing.

check it out and sign up for free @ http://www.cellphoneinsurancelawsuit.com

I can't believe you've had such bad experience with them. I've used them at least 5 times with no problem. In fact, one time I did get a phone that broke within a month, but now they have a ONE YEAR warranty on phones--so they switched it out for a new one that has worked fine since. I'm sorry you haven't had such pleasant experiences with Asurion. I have!

i haven seen no lab sticker

i sent 29.00 for me to get my money that i spent on a phone that had a 2 year plan on phone and it been 2 month waiting on a lab sticker to ship the phone off