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1.9 481 Reviews

Asurion Complaints Summary

103 Resolved
365 Unresolved
Our verdict: When using services from Asurion with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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9:17 pm EST

Asurion charged me for covered loss

I called in a damaged phone for replacement. I paid the 250. or so required. We were moving so between the time I called in and the time I got the envelope to return the old phone, I lost the old phone. I don't know where it went - whether someone stole it as we were moving or whether it was put into a box we didn't see. I have called to explain to Asurion and was they would make a note of it, I would not be charged the fee for not returning the phone because loss is also covered and I already paid the fee for the replacement phone. Then, I found the charge on my Sprint bill. I called Sprint to complain and after many callsa nd hours they told me only Asurion could recall the fee, but that they would give me a 'payment plan' that would extend the charge for 2 weeks while I got Asurion to remove it. I called Asurion again and was transferred multiple times, hung up on multiple times, usually when I asked for a Supervisor. One person just kept me on hold so long thinking I would hang up. But I didn't and they were very surprised when I didn't and came back on the phone. Then transferred me to a supervisor and then I was again disconnected. This time I had waited on the phone over an hour. Clearly this is a bait and switch and I will be taking this to small claims court to have it reimbursed plus fees.

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1:49 pm EST
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Asurion cell phone insurance

Thomas McLoughlin
1314 S Riverside Dr. Edgewater. FL 32132

December 17, 2019
Assurion,

Dear Sir or Madame,

I am writing to you to inform you of how dissatisfied I am with your claims review.

I purchased an a Assurion protection plan for a used iPhone that I bought my son. The phone fell off the top of the car and the front screen shattered. When I called to process the claim I sent them photos of the phone. They reviewed the claim and said that the damages were too extensive. They said that the claim would not be honored. I am not sure what type of accident they would have covered. I have the impression that no accident would fit under your protection plan which you market so craftily on the Amazon website.

I have bought multiple Assurion protection plans and have never made a previous claim. I spend thousands on Amazon every single year. I cannot tell you how dissatisfied I am with your insurance plan.

I am writing to you to inform you. Perhaps you can correct the situation where I feel I was unjustifiably denied my claim. I look forward to your response.

[protected]@gmail.com

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1:04 pm EST
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Asurion failure to refund

NO REFUND this email was sent to me 11/14/2019

This is a confirmation.
Your cracked screen repair is cancelled.
Claim ID [protected]

Valued Customer,

We'll refund the previously charged deductible to your original method of payment. Your refund should appear in your account within a week.

To resume or change your claim, please visit us online or call 888-881-2622.

Regards,
The Asurion Team

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Update by KLaBarr
Dec 06, 2019 9:34 am EST

Ive already called but no help. I will call my bank to dispute it and have already filed with BBB

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11:59 am EST
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Asurion cell phone insurance service

We have spent 3 hours on the phone over the last 2 days trying to arrange for a covered cell phone battery repair. Our policy cleary states that this covered.
We have spoken to multiple representatives. There is poor record keeping when passed from one representative to another. We have repeatedly corrected their incorrect information. We are now benig passed to another department.
We have still not resolved this.

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10:16 pm EST
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Asurion cracked screen

Made appointment called to see if there was any cancellations to try to move my scheduled repair appointment . Rep accidentally cancels my appointment. Tells me and there's nothing I can do . I ask for a supervised she leaves me on hold 130 minutes . The start a new claim am expect me to wait the extra week when it was there mistake . No customer service . They suck. Horrible .. how is it possible they create the problem and they expect me to wait when it was there fault to begin with .. I never asked for a new claim . I already pains the 29.99 .. this company is the worst . Can't even imagine how they think it's ok to treat customers the way they do ..

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2:57 pm EST
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Asurion Locked iphone 8 replacement phone with verizon wireless service

I have had Verizon Wireless service for 18 years and I paid for Asurion insurance on our mobile phones. I used the Asurion insurance to replace my crushed iPhone 8 in February 2019. I received the replacement iPhone 8 phone and sent Asurion the old one. I have paid for the replacement iPhone 8 through Verizon Wireless and thought that I owned the phone, but that is not the case.
On 11/18/19, went to Xfinity Mobile store to switch cell phone service from Verizon Wireless to Xfinity Mobile. The Xfinity technician advised me that my iPhone 8 was locked. I called Verizon Wireless and was advised that the phone was locked through Asurion. My call was transferred to Asurion. The Asurion representative advised me that my cell phone was locked with the Verizon Wireless service and the phone could not be unlocked to transfer the cell phone service to Xfininity Mobile. How can I own a cell phone and be told that it is locked with Verizon Wireless service?

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7:14 pm EST
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Asurion my iphone 7plus through sprint

I took my iPhone 7 Plus in to be diagnosed and was told it was unrepairable.After paying the $225 deductible and giving you the correct address, you sent my new phone to our old address.You immediately took out the money but have made my life miserable trying to get you to correct the mistake that you made. Now I supposedly will get my phone Monday but I want some sort of compensation.

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12:29 pm EST
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Asurion cell phone insurance

Filed a claim for a damaged phone, received new phone, sent old phone back. Old phone is on route back to the company, meanwhile they've suspended my device three days in a row, claiming my device is "lost or stolen". In other words, they're calling me a thief! All because I sought to REPLACE my DAMAGED phone (which they can have, mind you!) Attached below is the tracking receipt

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6:54 pm EST
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Asurion changes in replacement process

Replacement process for an IPhone changed. They now want and affidavit signed and a copy of my I.D. And said it would take 2 days to finish the claim process then they mail replacement phone out. With deductible going up from $150 to $250 and I already pay $40 for the insurance. Not user friendly, process is very slow. I canceled my insurance plan and from here on out save my $40 a month and just buy phones out right when needed and repair phones at repair shops for a much cheaper price. Thanks Asurion for saving me money in the long run by dropping your service!

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10:58 am EDT
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Asurion google pixel

I sent my phone for a cracked screen replacement on Oct 21, 2019. Fedex tracking says that the phone was delivered to the location on Oct 22, 2019 at 1022 am. Since then I have called Asurion multiple times and they have misled me on the status of the repair. As I write this today on Oct 31, 2019, the phone has still not left their location. It is extremely disappointing on how they mislead you on service time frame. They also keep changing the date of claim to later dates but I have the fedex proof that the phone was delivered to their location on Oct 22, 2019. ASURION IS MISLEADING CUSTOMERS. HOPEFULLY FTC WILL INVESTIGATE THEM

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6:40 am EDT
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Asurion cricket motorola cruse 5

The week of Oct-19, 2019 I, Robert Boyd Filed a claim on one my lines that had been stolen phone I had from cricket. Phone number [protected]. Asurions replacement device was supposed to be "next day" shipped. It came three days later! Had no battery or a sim card or any charger or headphones, like the insurance claims to replace. I had to pay for a sim card but cricket said they dont have batteries on stock!? Wtf was my insurance for from cricket phone being paid for? Id like either an upgrade for my problems or at least FIX the issue that the clain was supposed to care for in the first place..

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9:53 pm EDT
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Asurion reimbursement check

I have been waiting for a reimbursement check from Asurion now for 5 1/2 weeks! Numerous phone calls have been made to Asurion Customer Service, many hours wasted trying to get Asurion to complete my claim.

On 9/6/19, I lost my phone while moving items from my storage unit in San Diego into my truck to take back with me to my home in Idaho. After searching diligently for it, I filed a claim. It was a Friday and I was informed by their rep that my claim had to be reviewed first and they had 24 hours to complete the review and a replacement phone would be sent to me to arrive by Monday morning. But by Sunday evening, they informed me that it had NOT been reviewed yet and the soonest I would have a phone would be Wednesday . I was staying in a hotel, waiting for the phone so I could start my delayed return trip home to Idaho, at the cost of $160 night and, on Sunday evening, their " escalated Customer Care" rep, Melissa, informed me of the option to purchase - at full price - the exact same Galaxy S10e and submit the receipt for reimbursement, less the $225 deductible. So on Sunday evening, I purchased from Sprint store the same phone and headed on my 4 day drive back to Idaho.

On Friday, 9/13/19, bad luck struck again, when my arthritic hands dropped the phone as my boyfriend was backing out the truck, and the phone was run over. I contacted Asurion and explained what had happened and they instructed me to finish the first claim, by submitting the receipt for the 9/7/19 claim, before they could start processing the 2nd claim. So I submitted the receipt electronically and I waited 2 full days before Asurion verified the first claim had been completed and advised me they had 10 business days to get the check to me. Late Sunday, 9/15, Asurion opened the new claim, I paid the deductible, and was told I would have a phone delivered on Tuesday, 9/17. That phone arrived on Wednesday - a day later than promised - after I stayed home all day on Tuesday waiting for it.

Three weeks later, after 15 business days had passed, I tried to access my 1st claim online, but only the 2nd claim came up in my history. When I called and tried to follow-up, I was placed on hold repeatedly before the rep explained that there had been a problem...Turns out, the person who went to process my reimbursement noticed I had 2 claims and saw that Asurion had sent a replacement phone to me and decided it was s duplicate claim - despite different dates of loss and one was for a list phone, the other for a damaged phone- and CANCELLED the reimbursement check. J was told it was being corrected and I would have a check within 10 business days. I also followed up the next day with the CEO's office, and a rep from that office confirmed the claim had been processed properly and my check was on it's way.

Now it's 10/21 and still NO CHECK. I WILL BE FILING A FORMAL COMPLAINT WITH THE FCC AND THW INSURANCE COMMUSSIONER - OR ANY OTHER AGENCY THAT OVERSEES ASURION. THIS IS REDICULOUS.

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Corlos Coats
, US
May 02, 2022 7:41 pm EDT

I Am So Disappointed With Asurion How can they Tell Lie After Lie After Lie Claiming they mailed out a check on the 5th Of April never received I Kept Calling After realizing I was Only Right For Telling Them About Their Lies they had notated in their system I was lied to again only to. Get rushed off the phone my claim was filed it was always something repeat your Adress I gave them the same making address over 20 Times I Verified my account over 2o times they said we mailed a check out to you on the 19th oh no wait that was just an update that you didn’t receive the check then I called the 24th there was a descrepency with the Adress on file then long story short I called on the 29th & the 30th rest assured we will resolve this a check has been mailed you will receive tracking notification guess what no tracking number No check now when I call the I talk with a normal rep they can’t assist me we will transfer you to the customer care solution they will get this done get transferred talk to a rep they read all the notes after being on the phone almost 2 hrs & losing clients the phone hangs up same process over & over it seems to me fraudulent & wicked Ppl work for asurion very careless & LIARS as a customer who pays insurance every month I Am less than Satisfied I Ask Who is Above the customer care solution I was told also it is the highest Another LIE I NOW WILL FILE A COMPLAINT WITH THE FCC & INSURANCE COMMISSIONER & Ir Company/ Companies That Over sees Asurion IF IT RESULTS TO FILING A CIVIL SUIT THEN SO BE IT IT’s Been Almost A Month Claim Was Filed On 04-05-2022 It is now 05-02-2022 7:40 pm I’ve Lost Many Clients Due to Me Being Tied Up On The Phone Only To Be Lied To Brushed & Rushed Off Or A Slick A Hang Up & No Email or Follow Up Call Not Even A Tx Ir An Sincere Apology I Don’t Want Any More Lies & Fake Apologies I Want & Very Much As The Customer Sincere & Over Whelming ACTION!

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Corlos Coats
, US
May 02, 2022 7:40 pm EDT

I Am So Disappointed With Asurion How can they Tell Lie After Lie After Lie Claiming they mailed out a check on the 5th Of April never received I Kept Calling After realizing I was Only Right For Telling Them About Their Lies they had notated in their system I was lied to again only to. Get rushed off the phone my claim was filed it was always something repeat your Adress I gave them the same making address over 20 Times I Verified my account over 2o times they said we mailed a check out to you on the 19th oh no wait that was just an update that you didn’t receive the check then I called the 24th there was a descrepency with the Adress on file then long story short I called on the 29th & the 30th rest assured we will resolve this a check has been mailed you will receive tracking notification guess what no tracking number No check now when I call the I talk with a normal rep they can’t assist me we will transfer you to the customer care solution they will get this done get transferred talk to a rep they read all the notes after being on the phone almost 2 hrs & losing clients the phone hangs up same process over & over it seems to me fraudulent & wicked Ppl work for asurion very careless & LIARS as a customer who pays insurance every month I Am less than Satisfied I Ask Who is Above the customer care solution I was told also it is the highest Another LIE I NOW WILL FILE A COMPLAINT WITH THE FCC & INSURANCE COMMISSIONER & Ir Company/ Companies That Over sees Asurion IF IT RESULTS TO FILING A CIVIL SUIT THEN SO BE IT IT’s Been Almost A Month Claim Was Filed On 04-05-2022 It is now 05-02-2022 7:40 pm I’ve Lost Many Clients Due to Me Being Tied Up On The Phone Only To Be Lied To Brushed & Rushed Off Or A Slick A Hang Up & No Email or Follow Up Call Not Even A Tx Ir An Sincere Apology I Don’t Want Any More Lies & Fake Apologies I Want & Very Much As The Customer Sincere & Over Whelming ACTION!

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3:29 am EDT
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Asurion iphone xr replacement

My phone was stolen on late Saturday/early Sunday (10/13/19) so when I filed the claim I knew it would be a few days before I could receive the phone. First of all, my claim was approved for a BLUE XR. My paperwork (online and when I received the device in person) both said iPhone XR BLUE. I got the device on a Tuesday (10/15/19) and it was white. Of course no one can do anything at Asurion so they transfer me to my carrier who tells me that my only choice is to go through insurance. Cool, fine, whatever.

The REAL problem came when I took my phone to the carrier store to activate my sim card/new device and the associate was not able to program my phone BECAUSE IT WAS ALREADY ASSIGNED AND ACTIVE ON SOMEONE ELSE'S NUMBER.

On top of sending me someone else's IMEI number, Asurion explained they can't do anything. THEY DON'T APOLOGIZE FOR THEIR MISTAKE, AND the Asurion rep explained I would have to WAIT MORE DAYS for an envelope to send this device back and once it's received, they will send me out another replacement device. SO NOW I HAVE TO WAIT ANOTHER WEEK OR SO for a phone. It's upsetting because how can an insurance company send me someone else's IMEI? And on top of that, I didn't receive an apology, any expedited service, any discount, NOTHING. I paid my $200 deductible and thats all they care about. They don't care if you never receive your phone or if your replacement device is defective. I've been trying to find out who I can complain to because I find that to be HORRIBLE business practices AND customer service.

I shouldn't have to suffer more at the mistake of my insurance company and they should make this process go by much faster since it was their mishap.

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4:49 pm EDT
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Asurion iphone 7 32g malfunction within half an year and refuse to send replacement

I got iphone 7 32g from Asurion with one year of warranty. It is dead within half an year. I file a claim, they keep say Found My Iphone is on. I already turn it off, I also call Apple Support to make sure. I think it is just an excuse to refuse to send replacement to me. They also do not want to repair it. I called them many many time and can not solve my problem.

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6:37 pm EDT
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Asurion warranty

I'm having issues with a room air conditioner I purchased in 2017, with extended warranty. I have been trying to get my unit fixed since June and now we are in Sept, its still not fixed. I have been filing claims since June, Asurion sent someone out in August only to say nothing is wrong. I filed another claim, same company came out, he told my daughter it needed a new thermostat. Havent heard from him, tried calling several times, he won't answer. When he finally answered, after telling him my name, he hung up on me. I cant get any help with my situation nobody at asurion is helping me, I have 2 electric bills I cant pay and I am so aggravated and frustrated to have to deal with this since June and still no satisfaction!

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Asurion multi device coverage

Asurion is the worst company ever. I found out I'm still paying for insurance even though I cannot file any more claims ever again. When I purchased coverage for my phone I was told I could file up to 10 claims a year. When I filed a claim it was denied so I called Asurion. I found out only three phones on my account are covered even though I was told up to ten could be. Not only that, but you are not able to choose which phones are covered. Then I called again and they said I have used all my claims. I told them I've only used one this year. They said I only get three claims, not annually, but in total. So I wonder why I'm still paying for insurance I cannot even ever use again. This is a scam. Take note I was not notified I had used all my claims and they continuously charged me. It's inane. The employees told me something different each time I called so I'm still not even sure what their policy is. It is very unclear.

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4:56 pm EDT
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Asurion planet traveler combination carbon fiber set

I am Kickstarter Backer #1855 July 13, 2015 (Note date 2015); my selected Reward is
Limited Edition Early Bird Promo Pack - Carry-On +Check-In Carbon Fiber Finish. The amount paid is $709.00USD + $70.00USD (which was the cost of shipping items to Canada.)

I have communicated several times with this Company with no Satisfactory Result in the NON-DELIVERY of these 2 items. They have promised and indicated that these items would be forthcoming. However I'm still WAITING after 4 Years.

Why will this Company Not fulfil their obligation to the Backers and YET SELL THE SAME ITEMS ON AMAZON.COM ! Items Sold and Marketed as Planet Traveler USA SC1, Carbon Fiber and Planet Traveler USA Smart Tech Case Hardside 23", These items being provided by 'ASURION, LLC'

If this is NOT FRAUD, then please tell me what it is!

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9:55 pm EDT
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Asurion phone replacement

Between asurion either wanting me to call them or wanting to call the cell phone that im trying to replace, and having to drive back and forth between the library and my apartment to print out, then fill out, then scan, then email documents that i've already filled out online once, only to be denied and told to call them. Yet I still dont have a phone which is why im bending over backwards going though all this in the first place. At this point im willing to offer a pint of blood and naming rights to my first born child if I can actually get some [censored]ing help with this. You are a company that replaces lost or broekn cell phones, maybe set up a system which people dont need a second phone in order to contact you. I can fill out my government taxes online but cant esign an affidavit? Join the 21st century or go the [censored] out of business and help humanity that way

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Asurion misinformation and prolonged verification in emergency situation

My phone was stolen Thursday night when I was in Chicago for Lollapalooza and I called as soon as I could to submit a claim. I really needed a phone and expressed that I was from out of town female, traveling solo to the agent and she assured me I would get one within 24 hours. Since I didn't have a scanner or anything at the hotel to submit the documents at night, I had my family help me the next morning. I have a confirmation of my submission Aug 2 10:30 AM with a message saying to wait for 3 hours for the next step. I waited 3 hours but didn't hear back. I was alone in Chicago during a very busy event and a lot of accidents and crime around me was happening. I was unable to call car service or contact people. Yesterday, I was in Chicago during the Douglas Park shooting without a phone to contact emergency services. I was told by Verizon that in emergency cases, people will usually receive their phones within a day. I don't know how my case wasn't an emergency case, but I have confirmation that it took Asurion 52 hours to process the documents I uploaded... A single page and an ID...52 hours. I had to travel alone in a foreign city without a phone. Not even a basic temporary one that would have made me feel much safer and made my trip so much easier. I only now just paid $200 for a phone that will come tomorrow, after I'm back home. I called to ask why it took so long to process my documents and the agent says no one really works on the weekends. That doesn't make sense to me-- for such a large insurance company to have no employees on the weekends, especially during their "busiest season."

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Asurion apple iphone x

I filed a claim for a shattered screen in May 2019. I received the replacement phone which evidently is refurbished. The screen to the phone popped out on one side in late May and when I pushed it back in it cracked the screen. I was just going to get it repaired via CPR and thought nothing more of it. Fast forward to this week and my phone will not hold a charge and the screen has popped out on one side again. I call AT&T and they said Asurion should replace the phone as it was faulty when they sent it. I call Asurion and they say they only warranty the phone for 30 days and I should have contacted them then. They say AT&T has the warranty for the other 11 months of the phone warranty so AT&T should provide me a new phone. They transfer me to the AT&T warranty dept who proceeds to tell me since the screen is cracked there is nothing they can do regardless if the screen cracked due to the screen popping out. They then tell me Asurion should replace the phone since it happened w/in the 30 days, so transferred back to Asurion who says too bad nothing they can do since I didnt file the claim within 30 days. So now Im stuck with a piece of crap refurbished phone that wont hold a charge, has a screen that is partially popped out and is crazy hot. So seems like a scam between AT&T and Asurion to get me to have to buy a new phone. I have cancelled my insurance and am contemplating cancelling my AT&T service.

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Asurion Customer Reviews Overview

Asurion is a leading provider of device protection and support services. The company has received overwhelmingly positive reviews from customers who appreciate the company's fast and efficient service. Asurion's customer service team is highly praised for their helpfulness and responsiveness. Customers also appreciate the company's easy-to-use website and mobile app, which make it simple to file claims and track the status of repairs. Asurion's coverage options are also highly rated, with customers noting that the company offers comprehensive protection for a wide range of devices. Overall, Asurion is a top choice for anyone looking for reliable device protection and support services.

Asurion In-depth Review

Overview: Asurion is a leading provider of technology protection services in the industry. With a strong focus on customer satisfaction, Asurion offers a range of services to protect and support your devices. Asurion has established itself as a trusted name in the industry, with key statistics and facts highlighting their expertise and reliability.

Services Offered: Asurion offers a comprehensive range of services to meet the diverse needs of customers. From device protection plans to tech support and troubleshooting, Asurion covers it all. Their services benefit customers by providing peace of mind, ensuring their devices are protected and well-supported.

Customer Satisfaction: Asurion's commitment to customer satisfaction is evident in the positive customer reviews and ratings they receive. Customers appreciate the prompt and efficient customer service and support provided by Asurion. Their dedicated team ensures that customer concerns are addressed promptly and effectively.

Coverage and Availability: Asurion operates internationally, providing their services across various regions. Their extensive geographical coverage ensures that customers can access their services wherever they are located. Whether you are in the United States or abroad, Asurion is there to assist you.

Pricing and Plans: Asurion offers flexible pricing options and plans to suit different budgets and needs. Their pricing structure is transparent, allowing customers to choose the plan that best fits their requirements. By comparing the different pricing options, customers can find the best value for their money.

Claims Process: Filing a claim with Asurion is a straightforward process. They provide a step-by-step guide to help customers navigate through the claims process easily. Asurion's efficient claims process ensures that customers receive timely assistance and resolution for their device-related issues.

Warranty and Protection: Asurion offers comprehensive warranty and protection plans for various devices. Their warranties cover a wide range of damages and malfunctions, providing customers with peace of mind. However, it is important to review the coverage and limitations of their warranties to ensure they meet your specific needs.

Additional Benefits: In addition to their core services, Asurion provides customers with additional benefits and perks. These extras enhance the overall value of their services, offering customers added convenience and support. The value and usefulness of these additional benefits contribute to Asurion's appeal.

Industry Reputation: Asurion has built a strong reputation within the industry, earning the trust of customers and industry experts alike. Their commitment to excellence and customer satisfaction sets them apart from other companies in the same industry. Asurion's reputation speaks volumes about the quality of their services.

Company History and Experience: With a rich history and extensive experience in the industry, Asurion has established itself as a leader in technology protection services. Their expertise and longevity in the industry are a testament to their ability to adapt and meet the evolving needs of customers.

Technology and Innovation: Asurion leverages technology and innovation to enhance their services. They offer unique and cutting-edge features that set them apart from their competitors. Asurion's use of technology ensures that customers receive the most advanced and efficient solutions for their device-related issues.

Privacy and Security: Asurion prioritizes the privacy and security of customer data. They have robust measures in place to protect customer information and maintain confidentiality. Asurion's commitment to privacy and security instills confidence in customers, knowing that their personal data is in safe hands.

Partnerships and Affiliations: Asurion has established notable partnerships and affiliations within the industry. These partnerships benefit customers by providing access to additional resources and services. Asurion's collaborations with trusted brands enhance the overall customer experience.

Conclusion: Asurion is a reliable and customer-centric provider of technology protection services. With a wide range of services, transparent pricing, and efficient claims process, Asurion ensures that customers receive the support they need for their devices. Their industry reputation, commitment to innovation, and strong partnerships make them a top choice for customers seeking reliable device protection.

Final Recommendation: For those looking for comprehensive and reliable technology protection services, Asurion is highly recommended. Their commitment to customer satisfaction, extensive coverage, and innovative solutions make them a trusted partner in safeguarding your devices.

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Contact Asurion customer service

Phone numbers

+1 (615) 837-3000 +1 (866) 760-9079 More phone numbers

Website

www.asurion.com

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