Asurion
reviews and complaints

My Cricket insured Iphone has been insured for past 3 years. It got damaged by water. I told this to the Cricket rep but he sold me a replacement for over $300 when my insured replacement was $130. For three weeks Asurion insurance has been giving me ignorant run arounds. That the Iphone S no longer exists, that it does not match what the insurance has on hand, etc, etc. I chewed them out and now they capriciously are denying my claim. THE MOST INCOMPETENT, UNETHICAL AND ILL TRAINED people I have dealt with and I'm lodging a complaint with the Better Business Bureau, the Texas Attorney General's office and the Consumer folks as well and will bad mouth Cricket and Asurion every chance I get.

I initially tried to place a claim on-line at the to have my I-phone 8 battery replaced, this was at 1:30 CDT. I was assigned a claim number but informed I'd have to call [protected]. When I use the I-Phone to call the placed me in a chat with ATT Protech/Perry, who tried to help but told me I have to try and call and talk to someone. I did this on my landline and called [protected]. I was transferred to 5-6 different people, all who asked me for my name, number, and pass code. Each person a talked to came on with a terrible connection. Even the background music when on hold was garbled.
The result was no one could get my claim to go through, even though I have been paying the insurance for over 5 years. I honestly believe they are trying to dissuade people from filing claims by giving them the old ‘run-around' and having their phone conversations as unintelligible as possible.

I pay 13$ a month for insurance. And my tablet craps out and these mafioso deny replacing my device and flip me back to tmobile.

Then tmobile tries to flip me back to assurant.

I have spent 2 hours going back and forth with these crooks pawning me off to each other.

I have paid insurance for two years, which incidentally started at 11$ per month and secretly upped itself to $13.

And tmobile requires insurance... What the [censored] for?

I have paid $2600 for a piece of [censored] tablet worth only 600$ and these [censored] are refusing my claim.

Complaint Dept. I am writing this complaint in regards to my recent replacement claim [protected] in which was filed on March 27, 2021. Deductible payment of $275.00 was paid in full and was deducted from my bank account also on March 27, 2021. My original replacement claim was filed to replace my damaged broken Galaxy S20. I received my replacement phone on March 29, 2021. Upon activating my new device I was told that the new device that I had received could not be activated due to the device status being reported as lost or stolen. While on a recorded line with tech support I was transferred to another representative whom would assist me with the process of having another device sent out to replace the error. This process took place on March 29, 2021. Today is April 02, 2021 and I have not yet received my second replacement phone. I contacted Asurion this morning at 8:20am and received a call back around 8:35am only to be told that I would not be receiving my phone until Monday April 05, 2021. And when I asked if I could try to receive it sooner, perhaps a Saturday delivery the representative stated there would be a $20 delivery fee. Then later informed that Saturday delivery was not available. First and foremost, I would like to mention that I have been a loyal customer for over 20 years and I do not recall ever having any issues with replacement claims in the past. I do have to say that I am very disappointed with the nature and process of which this claim is being handled. I do not feel like I am asking for anything more than what my coverage is entitled. I am a business owner and I do utilize my phone to receive and make calls to conduct business and this error on your company's part is not acceptable. I have now been without my phone for 6 days only to be told I have to wait 4 more days to receive my second replacement. I am seeking a resolution to address my concern. I look forward to hearing back from your department. Thank you

On 01/20/21 I filed a claim for a replacement phone with Asurion. I was told the replacement was on backorder and would be in stock in 3-7 days. It is now 7 weeks later and still no phone. Two weeks ago I was told that they had the phone in stock and to send in my phone for replacement and pay $100 for the new phone. I called the company to verify that they received my phone which they did and said my new phone was sent out to me that same day. After not receiving it for three days I called them back and was told that the new phone was never sent out and it is still on back order. I've asked them to provide me with an alternative phone or a check so I can go out and purchase my own phone, but they will do neither and say that I have to wait until it comes back in stock. Their normal turnaround time is 24 hours. I have now been without a phone for 7 weeks and nobody at the company will do anything directly the problem. I am extremely frustrated with this company and just want my problem resolved ASAP.

I've been a loyal customer for well over 20 yrs! But I'm not sure I'm going to remain one bc you all clearly don't give a [censored] about your customers! The screen on my iPhone XR went bad I didn't do a gd thing to make it stop working. I was just sitting there at dinner writing out a text msg and the screen just started going crazy and went black then days later formed green lines. That's not really my complaint. What's complete and total [censored] is that I've been paying $15 a month for insurance on it for well over 2 yrs which means I've paid well over $400 then I was just charged $200 so a total of over $600 for a phone that originally cost me a $1000 that I could've bought a brand new 1 for $50 damn dollars today but in actuality Ive just paid you all $600 for a phone that's now over 2yrs old which is total [censored] bc nothing loses value more then old tech hence the reason I could've just bought a new iPhone XR for $50. What should be happening is you all should be sending me a brand new iPhone 12 or at the very least an iPhone 11 for basically swindling and taking advantage of me your well over 20 yr loyal customer! I was told I'd have it today the label wasn't even printed till 12pm today and it still hasn't even been shipped When I filed yesterday! When I'm over paying for something by at least $550 i at least expect it to be delivered on time!

I received a phone through Asurion the insurance company for Sprint. There was no fee associated with this phone. My obligation was to return my old phone when the package arrived. On Feb 13th, I received an email that my phone was received by Asurion. (If you didn't return there was a fee). I didn't have to worry I followed the instructions. On Feb 27th, I had a debit to my checking account in the amount of $545.00 from Asurion. I called immediately and was on hold for an hour. After speaking with Asurion they agreed to return the funds along with 4 $30 overdraft charges in 7 to 10 business days. They also told me to contact Sprint. I did so immediately to hold on the line for 30 minutes. When I was transferred I was then hung up on. On Monday March 1st I called Sprint and was told to use the chat box online. I told them the story and they didn't seem to understand as they were offering me a $20 credit for my phone. At this point I explained I can't wait 7 to 10 business days as you took money without my permission. After 3 hours I finally spoke with a lady from the CEOs office at Asurion. She was very nice but told me that they would only be able to reimburse for 3 overdraft fees. I asked if all calls were recorded and she said yes. I asked that they listen to the call from Saturday were they agreed to reimburse me. As of today March 1st I have 8 overdraft fees for a total of $240 plus the $545 they deducted. All I asked was for them to make me whole and they refused. If I didn't pay my bill would I be allowed to tell them no? Of course not I would have to follow through or have consequences but this million dollar company can't cover my overdraft fees that they caused. Along with that waiting 7 to 10 business days to get the money that they took back is ridiculous. They could send a wire right to my account.

Att customer call att at 5 am to report damage smartphone which is the Samsung z fold then i submitted my documents via computer to Asurion
driver license 6 times the after speaking with several representatives from Asurion and being treated like a number instead of customer then to be told about more documents need to be filed and signed therefore my not having properly function phone is of non importance very aggravated withis system and to be treated like i have to accepted makes want to back to prepaid no person deserves to be treated like a number maybe i need to find a new carrier for my service and all i wanted was my phone to be replaced

On 9/13/2020 I purchased a new phone the samsung a21 in the tmobile store because my samsung s7 just died stopped working. I immediately started having problems with the a21 phone but I thought it was because in certain areas at work the service/reception is bad/hard to get but then a I noticed that the problems weren't just at work but anywhere. The problems that i'm having are not being able to make calls, not able to receive calls, not able to receive or send text messages and calls dropping. So one day I was trying to make a call on my way to a mall was not able to so I went into the tmobile store in the mall told them the problems I was having and was told when that happens I should go turn on airplane mode wait a few seconds and then turn it off and that worked a little while. But now I was doing that several times a day. So I called tmobile tech support and I was told to go into the store and to have them reset the phone I did and the next day it started again ao after a few days when I had a free hour or two to wait on hold are wait to get a call back I called again to let them know it was still doing it and they would try something that would only work for a short period of time. So this/that had had gone on for almost 2 months me calling as often as I could them giving me different suggestions of things to try that would only work for a short period of time until they finally told me they could replace the phone with the same phone a21 ok fine what are the chances of me getting other defective phone so did that in nov and now this phone is doing the same thing and now I am totally feed up I think I have been very very patient i'm sure if you look at my account you will see all the notes and the amount of times that I have called I have had people but me on hold and never come back a couple of times, there has been times when i've called and it was taking so long that I had to tell them that I would have to call back when I has more time, there has been times when i've tried to call and could not call out so I had to call from other phone, I have taken the other phone on my account to work with me to see if it would have the same problems and no it did not, I have had 1 guy call me back the next day to see if the phone was working better, I have missed important calls from my doctor and my family because the calls would go straight to my voice mail, what if there had been a real emergency that could not get to me are me to call for help there has been times when I would scream, wanted to throw this phone and as embarrassed as I am to say this there has been times when i've wanted to cry. So now it's january 5 months that I have been dealing with this problem. So the last time I called was 1/17/2021 and I asked if they had made a decision as the whether they would be allowing me to up grade my phone to the other type that is on my account without charging me another $250 and of course he did not have any idea of what I was talking about because the person I spoke to on 1/7/2021 did not make a note of our conversation. On 1/7/2021 I requested to receive a refund for this phone and I would return it to tmobile and she told me that I could upgrade to the lg stylo 5 which is the phone on the other line on my account but that I would have to pay $250 plus tax and I said I am not paying $250 for other phone when the phone that I have already paid $250 plus tax has not worked right since a brought it in sept. So after putting me on hold 3 times she came back and said that she needed more time to check with her manager that she could not get in touch with so if I could give her 48 hours to find out from her manager if they could upgrade me to the lg phone without charging me the $250 so I said ok and asked if I needed to call back in 48 hours are will someone call me and of course she said they would call me back but of course I never heard from anyone. So I called again on the 17th and was told that the supervisor said that they could not upgrade me for free but that they could replace this phone with another a21 and of course I said no to give me my money back that I paid for this faulty phone and I would give it back to them and go to another service, so he was going to put me on hold again and I said to give me the info to file a complaint he said he would get it and put me on hold again this is the 3rd time but after a while I just hung up.

I have sent my laptop for repair with asurion and they contacted me for the first time because the shop could not read the form of what was broken. Then, 3 weeks later, I receive an email that my laptop is 'beyond repair' and they will issue a refund to me. When I called them to ask how it can be 'beyond repair' when only my HDMI port was broken I was told they cannot find a replacement part and, thus, want to refund the money including sales tax.
Problem 1: the check they wanted to issue did not include the sales tax so I tried to tell them the correct amount. No update in that ever since.
Problem 2: I asked them to not throw out my laptop and instead return it to me because, honestly, a 1 year old, perfectly working laptop is definitively not worth trowing out because if a broken HDMI port and give me some kind of compensation so that I may buy an adapter to circumvent the broken port. I was on the phone 3 times with 3 different people:
The first one told me he would note this down for a supervisor and they will call me back within 2 days.
The second person told me he was on the phone with a supervisor who apparently contacted the shop to tell them to sent it back to me and the supervisor was supposed to call me within 2 days to talk about compensation and, again, I did not receive any call from them.
The third person claimed that this was an 'escalation claim' and that I should wait for another 2 days because these supervisors were 'so busy'.
Until today, I have no proof that my laptop will be sent back to me, no word on any refund or progress on my claim and am without my laptop for more than 5 weeks now. This is beyond reasonable to even think about throwing out a new laptop without consent for a broken HDMI port, then trying to refund me the wrong amount of money and last letting me wait for over a week with no information on what is going on or if they will ever care to notify me of what is happening.
I am gravely disappointed by their treatment and am furious that they do not even show any courtesy on contacting their clients. I paid hundreds of dollars for this plan and this is what I get?

I'm June 2020, my phone was stolen. Asurion sent me a replacement phone after charging me the remaining balance on my phone, almost $300. In November I was contacted by someone who said they found my phone and it was in perfect condition. I had them give it to local police department, and I got it back via the police department. I contacted Asurion and the process to send that phone back started at the beginning of December and was told that as soon as they received the phone, I'd receive a refund of the almost $300, it was not the remainder of what my phone costs- it was actually a charge in order for them to send me a phone. So I would get a refund in 3 business days of receipt of the phone. I called 5 business days later, 12/17 and was told it actually takes 7-10 business days, which with holidays would be 12/28. I called on 12/30 to find out where my refund was. I was told it's been processed but their bank is holding it and it would be another 7-10 business days, which would put it at 1/13/21. I called on 1/14, was told the finance office was closed and they'd call me tomorrow. I didn't get a call, so I called. They said they needed 24hrs to research but I'd get a text or email the next day, no need to call back. I did not get an email in 24hrs so
I called again 1/16, the first person tried to give me a 7-10 day timeframe again. I asked to speak to a supervisor or manager. He transferred me to a customer care specialist who said he is personally lookingy into it and should know something in 24hrs. At this point it feels like they are pacifying me and I will never get my refund.

I don't know why after having verified my address, my name, my drivers license... They have to review my claim for a stolen cell phone. Not like i'm not paying $199.00 for the replacement with insurance... What a crock of [censored].
If it weren't for the fact I have two other people on my verizon plan I would go anywhere else to get a new phone. I've been without a phone for over two weeks because I couldn't afford the deductible. No help.

Dear Representative,

I received replacement devices and I returned the damaged device as per your (ASURION) instructions. Using the instructions provided to me by you, I returned the damaged device to USPS. The shipping charges were accepted by your account. The device was received at the post office on 11/18/2020, "UFN # 050276-0307", Receipt "#[protected]-[protected]". According to the post office the device was picked up by your representative "NEWGINSTICS" zip code 56901.

I [protected]) am being billed for a device that was properly returned and was picked up by your representative. I used your instructions, your account, and the device was picked up by your representative according to the Post Office records. Please explain why I am being charged for the device.

Respectfully,
R Beard

I made a claim with DTV that I had a horizontal line at the bottom of my screen and the size of things was larger. They charged me $50 to open up a claim and asurion is their provider. A TV repair co picked up my set. They took a picture as directed for all claims. There was a dried droplet of something on screen. They told Co. do not touch TV, send it back for abuse and suspected water damage and denied the claim. I now have to pay TV for pick up and delivery. I reassured them that absolutely no abuse or condensation and that I have a special needs child who sometimes spits and becomes reactive when any arguing on tv program. They said case closed. My problem is they did not even let the company check the inside as promised. I was told by others that it sounded like a panel problem and all of my TV's are mounted and not abused. They gave me an address to write a letter, which I will. Direct TV on my side and even the TV repair company. If they would have at least opened the TV, they would have seen that it was not abuse or water or condensation. It's a disgrace and a good way to get out of things. I thought they were more reputable than that. I contacted a lawyer friend of mine and he may refer me to someone and I still have to make arrangements to get the tv out of the repair shop not to mention purchase a new one. My claim number is [protected] with Direct TV New Jersey

I have a home protection warranty through ARW and they effectively denied my claim after keeping my device for over 3 weeks and not ever returning it. They basically stole my device and never replaced it. Service request (SR#): [protected]
After multiple calls with zero assistance, I finally gave up and I rather just buy a new product. This is a terrible company.

I lost my iphone and watch and ordered replacements on Thursday. Stayed home from work, that just started up again due to covid-19, on Friday waiting for delivery as I could not access any emails, bank accounts, or my customers Without my phone. The watch showed up at 1pm and I received an email confirmation from fedex about delivery. Asurion employee knocked on my front door at exactly 4:30 to repair my daughters cracked screen as I simultaneously received a notification that my phone had been delivered. I look around and ask Asurion rep if he saw delivery, nothing there and no he did not see any delivery vehicle.
I call fed ex and they confirmed the product had indeed been delivered and would escalate this to supervisor. I then call Asurion and speak with a female representative, tell her that my package is missing, and she says it is still in Route and had yet to be delivered. I said there is no way and fedex had just confirmed this, she argued with me and was very rude about it, and when I told her that I would not accept a phone that had just disappeared for some time, she hung up on me!
I have since spoken to 4 different representatives who all have put me on hold for 10-20 minutes to return and say that they are sorry there is nothing they can do. The next day (Saturday) the tracking shows it leaving Tennessee. It is now Sunday, I still am waiting for the device that controls all of my life, am being told they will not ship out another device like I have asked multiple times, because I will not accept a device that is most likely compromised by now, and I have to wait until Monday to receive and return this device so I cenhave another shipped out. This is absolutely the worst customer service experience that I have ever encountered, and one of my first bad reviews. What exactly have I been paying for? This is unacceptable, I would like a refund of my deductible and a new replacement phone, as I took a loss well over the deductible waiting for the item that just strangely disappeared!

10/2/2020 2 weeks ago I filed a claim with asurion because of a cracked phone face. I pay my premiums each month to Verizon and I should be able to trust you with replacing my phone as agreed. I paid the $150 because you guys wont let anyone fix it, which is what I preferred. Nothing else was wrong with the phone but the screen. But, I was sent a "new" phone and was to return my old one, which I did. The phone I received is straight garbage. It glitches, freezes, randomly accesses apps, randomly types things, I cant get into most of the time, and I cant use it. I was told there is a 30 day warranty period. I havent passed that yet so I call asurion, confident that I would be satisfied with the result. I could not have been more wrong. After holding for 45 minutes, because I cant answer a call back on the garbage phone you guys sent me, a seemingly nice female answered the phone. She seemingly tried to help me & then put me on hold to check something. She comes back on after roughly 10-15 minutes and tells me I need to call back because the system isnt working right then (10/2/2020 approximately 7-8pm est). I told her that I cannot call back because I was on a desk phone & i am not sure when I could call again because the brand new phone they had sent me isnt reliable. She stated that it was asurions policy that customers cant hold longer than 15 minutes and that she would have to transfer me to another representative. Having been in customer service for many years, that doesnt sound right to me but she obviously doesn't want to help me so sure. She got smart when I asked her if I had any other options. She told me "it's up to you if you want to call back or not." Ok transfer me to someone else. She says ok & proceeds to abruptly hang up on me. I haven't been able to get anyone else on the phone since then. I am in heart failure and I have a 3 year old daughter. We live alone. If we have an emergency, I cant call anyone because the phone I was sent doesnt work. To resolve this, I need a personal apology from that horrible customer service agent, I need a brand new phone, & I need a refund for the $150 I paid for a replacement phone. Or, send my original phone back & refund my $150, and I'll go to another company who appreciates and values their customers because I am not experiencing that with this company. Im not getting paid for the amount of time Im spending doing your job, so I need compensated for my time & energy, as well. I look forward to a timely response. Thanks

I contacted AT&T regarding my iPhone XR and AT&T transferred me to Asurion to have a phone replaces for some reason Customer Service placed the order for the replacement but put the wrong address in the systems my phone was returned because FEDEX could not deliver it. I contacted Asurion on 9/22 when I did not get delivery and was I confirmed they had the wrong address and the address would validate in 24 hrs. and I should receive my phone on 9/25. On Friday 9/25 I contacted Asurion and they informed me that address was not validated and I now had to wait another 24 hrs. this was totally unacceptable this should have been followed up on since the initial delivery was returned due to an incorrect address. The 3 different customer service agents that I was transferred to assured me that my address was changed on 9/23 yet that was not done. Twice I was assured of the update to my address and yet no change. As of today 9/28/20 I had checked online and still the address was not updated and yet your customer service system directs customers to the website for faster tracking and I still had to call FEDEX to make sure the package was being delivered to the correct address. POOR customer service. I would appreciate a response my email [protected]@gmail.com

Broken screen after buying/paying in full for a new Iphone 11. Luckily, so I thought, I had insurance. Called and made an appt. No one ever showed up for the appt after I waited for five hours and continually tried to get ahold of someone. I could not get any explanation or help other than to send my phone in and receive a used one in return for another $170. The people were rude and evasive and were of little assistance and understanding that I did not want a used phone when I had just purchased my phone brand new a few weeks before it was broken. I asked for a manger and all I got was, sure, I'll get someone else on the phone. When I spoke, it was like nobody even listened. Seemed as though they were reading off a script and just wanted me to stop talking and do exactly as they were saying and that was my only option, even though I am the one paying for this silly insurance. Cannot even describe the amount of disappointment and frustration that entailed dealing with this insurance BS.