The complaint has been investigated and
resolved to the customer's satisfaction
Asurion Insurancebad service

I believe ASURION Insurance Company and Verizon Wireless are intentionally miss leading its customers. Today I had my phone (Motorola Q) examined by a Verizon Wireless technician. I was informed by the tech that the phone is malfunctioning beyond repair however I was insured through ASURION for phone malfunctions. He handed me an Asurion pamphlet for subscribers of Verizon Wireless phones with 'Terms and Conditions'. On the front of the pamphlet it clearly states "Asurion Wireless Phone Protection" LOSS, THEFT, DAMAGE, MALFUNCTION. My claim was denied because my phone is malfunctioning. It doesn't make sense. I�ve paid $5 every month for insurance for four years (That�s $240) for nothing. I�m sure I�m not the only customer that has been taken advantage of, please speak up so we can stop this from happening again.


  • Me
    melobry Mar 31, 2013

    I turned in a broken phone to asurion. I had to pay $150 to get a new phone sent to me, but it was broken as the display screen would not stay on, and appeared to have I dont' know how to describe it...but like parts where it was missing color on the screen when it actually did turn on and looked like it had bubbles underneath. So I turned that one in too (that 2nd one costs $5) and turned in the malfunctioning screen one. Got the next phone in and alas yet another problem. The in call volume is hardly audible and I can hardly hear anybody at all. Phone is not much good if you can't see the screen or if you can't hear. (and yes I adjusted the in call volume to max and that's the only way I can hear ANYTHING at all.) It's so not worth it. I would have rather just bought a new phone in cash, that actually works right, and have been done with it. Such a headache, waste of time, gas, and energy. I'm about to drop the ins. and perhaps T-mobile altogether immediately. Awful.

    0 Votes
  • Re
    RedmondMax Jun 16, 2011
    This comment was posted by
    a verified customer
    Verified customer

    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.

    0 Votes
  • Da
    Dav2112480 Jun 06, 2011
    This comment was posted by
    a verified customer
    Verified customer

    I agree too as now it's been two months that I would of had my phone and asking to many stupid questions. Question that we don't even know and all the time we wasted they won't give us the phone! All I could say is that the Asurion company are ###S!!! They should be shut down!

    0 Votes
  • Cp
    cplusplus Apr 17, 2011


    0 Votes
  • Ro
    Robert Rodgers Apr 06, 2011

    The truth is that you guys are a vocal minority. For every one of you that had a horrible experience, THOUSANDS of others had no such difficulties. This does not mean what happened to you is not tragic and unprofessional, but it does mean that these complaints do not paint anything like an accurate picture of what goes on every day at Asurion.

    0 Votes
  • Ad
    ADSCOTT Feb 25, 2011

    I have had sooooo many issues with this company sending me defective phones.


    0 Votes
  • Ha
    HateAsurion Dec 09, 2010

    Asurion Insurance for mobile phones is a *rip-off*. They wouldn't live up to their end of the deal they made - even though I had it in writing and T-Mobile agreed I was correct. After hours of dealing with them, I paid the entire $130 and T-Mobile made things right by giving me a $90 credit on my phone bill because Asurion was wrong. After getting home I find that Maryland's Attorney General's family had same issue and investigated and Asurion was fined $1.5 million. Gonna send all my paperwork to the AG's office.

    0 Votes
  • Sa
    sassylilokie Sep 07, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I just reported this company to the BBB and then decided to search for reviews... I see the general public (myself included) has had issues with Asurion but are scoring an A+ at the Better Business Bureau. I was denied my replacement phone as well and after wasting an hour of my life speaking to someone with very broken English. I was switched through the channels and was still told the same thing, "Sorry we cannot help you since the phone was not in use at the time it broke." WTF where the hell does that say in the fine print (that I never got) that I must be using the phone when it broke???

    0 Votes
  • De
    Derek 989 Jun 05, 2010

    Huge scammers! Biggest advice when they got your dice in a vice, is to be persistent and polite! I got one of their phones with the all to common "loose charger port failure to charge". Called them up and was told, this is considered damaged which is not warranteed and I will have file a new claim. I asked for a manager. Talked with her got the same deal. Called back the next day same process. Talked to a consultant, no go. Asked for manager. Same deal. Asked politely for her first and last name and contact information for Asurion so a complaint could be filed with the better business bureau. Needless to say new phone on the way. Overnight, Saturday priority delivery. If you piss them off you're screwed. You signed a contract with 5 pages of fine print through you phone provider to add the insurance and they don't have to do S*#) for you. Be nice and they will help. If you cuss at lady A it goes into the computer and man B sees you have a history of being an [censor] and your done! Writ 'em a check for 50 big ones.

    0 Votes
  • Ke
    Kennedy Davis May 13, 2010

    Asurion is awful! Lost phone - I was told when I called that I would receive a new phone within 2 days and my $50 deductible would be on my next bill. My address was verified. 2 days later - no phone. When I called back I was informed that I needed to fill out paperwork and have it notorized along with a copy of my drivers license, a receipt and a recent statement. I was never told this on the original call. So, I lost my phone on Thursday. Waited until Monday hoping the phone would show up before calling in the claim. Now I have to spend more money to have something notorized, mail the paperwork back and then wait for claim review. Of course, I can spend more money to overnight the paperwork. So, I guess I can tell my boss that I will not have a phone for over a week. I am in outside medical trauma sales. Yes, that works for me. So, when I asked when this policy of notorizing papers went into affect, I was told Jan, 2010. I was never given an update from ATT as I have had insurance for years - just in case. When I called ATT Customer Service, they stated they never heard that customers had to have anything notorized. I was told by Asurion that this was required, not exceptions and was a new security measure. Mind you I am in the process of working - trauma calls, packing to relocate out of state, etc. I understand the security measure, but this is a huge inconvenience! What has happened to customer service??? Again, Asurion is awful!!! And 2 of the reps I spoke with had attitudes - it's not what they said but how they said it with no compassion at all. What a scam!!! I would be completely embarrassed to say I work for Asurion.

    0 Votes
  • Ha
    HappyCustomer2007 Jan 09, 2010

    I really did not find anything wrong with Asurion. The claim I filed was quickly done online. I made sure everything was correct before advancing to the next page. I recieved the phone the next day in perfect condition. I also was quite pleased with the deductible..$130 for a phone that was originally $600+ is not a bad deal, its better than paying full price a second time. You pay $5 a month for security, but you can't expect them to give you a new phone for free. Think about car insurance- THERE IS A DEDUCTIBLE THERE TOO! Get a life guys and stop whining about paying money. Its your own damn fault for not taking better care of your phones.

    0 Votes
  • Up
    upset cellphone consumer Dec 28, 2009

    I agree that Asurion Insurance for a phone is a rip-off. I was sold it by a T-Mobile sales rep. after I had to replace a broken Blackberry. He never mentioned a deductible or that we couldn't return the phone to T-Mobile for a replacement. I paid about $100 for the insurance and now find out that I would have to pay Asurion $90 to get a replacement phone. They had told me my claim would be finalized in 24 hrs. but I had to call them back after a week of not hearing from them. They also ask a lot of questions that have nothing to do with a broken cell-phone. I think they are working with a debt collection agency. They wanted to know if I had ever lived at certain addresses, owned or leased certain cars, or knew 2 people with the same last name as me. When I said I knew one person by that name, they then wanted to know if that person had ever lived in IL or TX. It wasn't until the very end of the second phone call with Asurion that I was told I would have to pay $90 and the replacement phone wouldn't include a battery. What if the current battery I have doesn't work?? I told them to cancel the claim and then I called T-Mobile to cancel the insurance and give them a piece of my mind. By selling me this worthless insurnace, they will no longer get my business when my contract is up.

    0 Votes
  • Al
    Aletha Apr 01, 2009

    They are Crooks! I called for a replacement phone, they charged me $40.00 for the deductible, I got the replacement phone the next day, it was a beat up, refurbished phone, it was staticy, the camera part looked like someone took a knife and scratched X's all over it, the color of the battery cover didn't match the phone color. I called them back and they told me to ship them both back through UPS, they emailed me shipping labels, and told me that as soon as I call and tell them the Tracking numbers they would ship the new phone out so I would get it the next day. I called the numbers in and the lady told me that she needed a credit card number only for just incase they did not recieve the phones, then I would get charged $50.00, she said I would not get charged at all, I gave her the card number, and hung up. I logged onto Wells Fargo to check my account, there was a $20.00 charge on there from the company. So I called them back and asked why I got charged $20.00, the guy told me that it was a mistake and was amazed that I saw it so quickly... Now I'm just wondering how many other people got a charge like this, and never noticed... I wonder what shape the phone will be in that I get tomorrow... and i wonder how they can get away with what they do

    0 Votes
  • Se
    Seth Sep 26, 2008
    This comment was posted by
    a verified customer
    Verified customer

    My issue was not the same but Asurion Insurance related. I got through the process without a hitch until they claimed that my check 'bounced' which is crap because i had the money in the account and there was no record in my bank of a withdrawal attempt.

    BE CAREFUL ON THEIR WEBSITE: If you are filing your claim online and you are in the 'payment' stage of the input form: Do not input any information if you think you might click <--back or go to another page before continuing. I put in my whole bank account info and then looked at their suggestion of "Make sure your phone information is correct or you will not receive your phone! (paraphrased". So, with my info already typed in I clicked back to the phone input stage. All looked good and then went BACK to the payment stage and when I was attempting to type in my account number IT ONLY ALLOWED 5 DIGITS TOTAL, WHICH IS NOT A WHOLE BANK ACCOUNT NUMBER. There is no way to fix it afterwords. I was sent to collections where they tried to draft it and failed OBVIOUSLY and now have to pay $92.50 and has damaged my credit.

    DO NOT ACCEPT AN ASURION INSURANCE ON YOUR PHONE! I see complaints all over the net because of them. I wish I had the option to read about it before having to chose on my Verizon phone at the time of payment.

    0 Votes

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