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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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Asurion reviews & complaints 481

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9:53 pm EDT
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Asurion phone replacement

I Filed A Claim On 2 iPhone Xs Max 265 gb and only 1 came to my house but now the other claim I can't find a tracking number and when I talked to the customer representative they just kept transferring me to different people until the phone recording guy came on and just hung up I expected this to be all for the customers but nope I want answers to why I didn't receive the other one

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11:39 am EDT
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Asurion replacement device

today, 7/19/2019, i spoke on the phone with a supervisor named Melony. she was not very helpful to me and kept repeating herself, "once the device has taken liquid damage you have to file a claim and pay your deductible." she was cutting me off midsentence to repeat this, and it was very annoying. The issue i have is not with Melony, however she was a great representation of the monopoly called Asurion. i got my WATER RESISTANT phone a tad wet by spilling a cup of water beside it. once its wet Asurion does not insure it, but my issue is Asurion sent me a "Water resistant" phone, that was not water resistant. Asurion refuses to be held accountable for a faulty device. the device was clearly not sealed properly and therefor was not water resistant. i understand that liquid damage isn't covered, but ITS A WATER RESISTANT PHONE AND ASURION DIDN'T SEND ME A WATER RESISTANT REPLACEMENT DEVICE. meanwhile this is the second replacement device because the first one Asurion sent me had battery issues so i had to send that back too.

my family has been a customer for probably 10 years and we are not being helped and being forced to pay the $200 deductible again. terrible customer service and replacement devices, please only use Asurion if you absolutely have to. they are criminals.

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10:17 am EDT
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Asurion tech to fix cracked screen

I scheduled an appointment for a tech to come out this morning. My schedule time was between 7 and 9 AM in. I took off from work to be here. It is now 11 AM and no tech. Also, no phone call explaining what happened. When I made a phone call to a Schur I scheduled an appointment for a tech to come out this morning. My schedule time was between 7 and 9 AM in. I took off from work to be here. It is now going on 11:00am and no tech. Also, no phone call explaining what happened. When I made a phone call to find out what's going on, the rep said that the tech is in the area. What gets me is no phone call informing customer the tech will be late. Ridiculous!

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10:53 am EDT
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Asurion insurance for verizon phone

My phone fell off my lap while having dinner outside on Saturday. I went to a Verizon store and filed a claim with Asurion to replace my phone. I take excellent care of my belongings and have never filed a claim in the past and have always paid my bill. I was debating on whether or not to purchase a new phone because I am an Administrator over the medical department in a prison and require my phone to be on call. However, the representative (Harvey) from Asurion told me that I need not worry because they are now offering same day delivery service and a representative would contact me that evening to deliver and set up my phone between 5-7pm. At about 7pm, I received an email confirmation with a tracking number stating my new device was picked up from their store on 7-15-19 to be shipped for delivery. Odd that it "WAS PICKED UP BY UPS FOR DELIVERY ON 7-15-19" when the date was still 7-14-19. I called Asurion and the representative verified that I had elected for the same day delivery. After being on hold multiple times and talking to a couple different representatives, I asked for a Supervisor. When the woman picked up the phone and said hello, she instantly hung up on me. I called back and had to explain everything again. Instantly I asked for a Supervisor. Again, multiple times, I was placed on hold (again on the call for over an hour). The representative stated his name was Michael and that he was with "Customer Solutions". He stated he was trying to connect with "Point of Contact". Needless to say, Michael did not assist with resolving the issue. I attempted to schedule for same day delivery for this morning and was told they could not assist me. Nobody had the ability to explain what the issue was, why I was promised a service that they did not provide, and how the issue would be resolved. I wasted a good bit of my time going to the Verizon store, waiting at my home expecting the phone to be brought to me, and then on the telephone trying to resolve the issue. I tried to be patient and understanding but have now realized that the Asurion customer service sucks and that they have no intentions of assisting me. I am extremely upset with Verizon for only offering insurance with a fraudulent company. And I am screwed with my job currently as I have no phone to take call for the next couple days (considering the phone has not even yet been picked up according to the tracking number and will not be delivered until after I've left for work tomorrow evening... meaning I won't actually have a phone until Wed. morning when I get off work). I realize this is a huge company with billions of customers and that I am "nobody" to this company. But I am extremely upset because this issue is now affecting my job and wouldn't have if I'd not been told of a service they didn't plan on fulfilling. I need my replacement phone asap (which, like I said, will be here Tuesday if that is not a lie also). I would also appreciate the $200 deductible refunded for the hours lost dealing with this matter. My telephone number is [protected]. I can answer the phone with the broken screen and LEDs malfunctioning but am unable to place calls. Call me before 2pm today to discuss how this will be rectified.

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3:08 pm EDT

Asurion repair for a hp monitor

Asurion emails me a UPS label to ship my HP monitor to them. I requested a pickup of the monitor from my home. That was in November, 2018. The UPS person never delivered the monitor. It was stolen by someone who works at UPS. I contact Asurion to let them know my monitor was stolen. They did not believe me neither would they contact UPS to verify the monitor was lost. It took my persistence of making calls to UPS and Asurion for seven months until finally one employee at Asurion helped me. He called UPS to verify I had been telling Asurion the truth. I am still waiting to be reimbursed. UPS sent my money to Asurion. Asurion has my money and will not release it to me. They act as if they are doing me a favor. Asurion says they will buy out my contract. What contract? I want the check that UPS sent them for my stolen monitor.

I emailed them they told me more than 30 days ago I would get a check. I am still waiting for that check. This company is built on very poor customer service, they have no integrity. They teach their employees to be excellent thieves and liars. Someone needs to file a class action suit against them. Who knows how many customers they have ripped off. This company handles warranty plans for many companies including Walmart.

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11:01 am EDT

Asurion phone replacement

I initially called Asurion for a phone replacement because I lost my phone during the World Pride parade in New York. I borrowed a friend's phone to call Asurion on 06/30/19 at approximately 12:30PM. I was advised by the customer service agent that I had to file my claim online. I've used Asurion as my phone insurance company for more than eight years now for myself and my family, for different devices on my Verizon Account and this is the first time I was advised to complete the claim online. I assumed this was a new policy and had no obligation.
On the Asurion website the company advertises "Next-day replacement" and "Easy claims" that you can File online 24/7 in less than 10 minutes. However, they fail to mention to file the claim online, you have to print out an affidavit and take a photo of your ID and provide a fax copy or you can attach the copy on their website. I don't have a phone, thus no internet access; I don't have a printer, nor do I have a fax machine. I had ask someone if they would allow me to use their phone, to call a friend to ask them if they would allow me to use their internet and printer in their home.
I was finally able to complete this alleged "Easy Claims" process at approximately 11:46pm on 06/30/19.
I called out of work because the majority of my work is through telephone. I go to a friend's once more that following morning to access their internet because on the Asurion website once you complete the claim you are advised that you will receive an email once your claim has been reviewed within 3 hours and then you can complete your claim process.
Around 9:00 am the following day 07/01/19 almost 10 hours later, I did not receive an email that my claim had been reviewed. I call the company again, with my friend's phone and ask why my claim has not been reviewed.
The customer service representative informed me that the department that does the reviewing part of the claim is open between 8am to 7pm and they did not review my claim yet and I would have to wait until they did. I advised the representative that I understand that he is doing his job and that I'm not upset him, but I am upset with the new level of difficulty and increased amount of time the company has created to file claims. It was easier for me to file a claim as a customer in 2011 then it is as a customer in 2019, which did not make any sense. The service I am requesting from Assurion is not free, I pay $9.99 monthly and I'm about to pay $200on top of that to replace my phone. Why am I being given such a hard time for a service that I am paying for?
I asked the representative if I can speak to someone in regards to the amount of time it takes to file a claim.
This new representative informed the same information as the previous representative, that the claim reviewing department working hours is between 8am-7pm. I advised the representative that it was after 8am.
The representative proceeded to put me on hold and contacted the claims department and my review was complete and I was able to order my replacement phone with representative on the phone.
In conclusion, I have had Asurion for about 8 years, this is the first time that I was given such a hard time. I don't know if filing the claim online is a new policy, however Asurion have to realize that when a customer looses their phone, all the online steps they want them to take become difficult, especially when their phone is their only access to the internet. Asurion should also advertise that their claim review department is open between 8am to 7pm, so if something happens to your phone outside of those hours, your claim process time will be extended. If I didn't do a follow up call, who knows how long this process would have been.
I imagined my grandmother who is not tech savvy, being told to print out an affidavit online to submit her claim, to replace a phone; she wouldn't even know what to do. The advertised "easy claim" process that takes less than 10 mins is deceitful.
I am currently looking for a new company to insure me and my family's future device, with an actual "easy claims" process.

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12:36 pm EDT
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Asurion insurance plan

I filed a claim for my cracked screen on my iPhone 6s Plus. I was charged $250, plus the monthly fee I've been paying $7/month), and was sent a used/refurbished phone. I was told by cricket that my phone would be replaced by a new or better phone if something happened about a year ago. Anyway I found used phones that are better and cheaper online than the $84 I've wasted and the $250 scam running. I want my money back and no longer wish to use your company. The crappy thing is I have other insurance coverages for products I purchased on Amazon and am afraid if something happens to them you will screw me over then too.

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9:03 am EDT
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Asurion refund of deductible

On 6/10/19 i filed a claim with Asurion for a replacement phone. I paid the deductible of $49. The claim was approved on the same day and I waited to get my replacement for two days. After that time and checking the status of my claim online, showed no changes, I called 6/12/19 to find out what was the hold on. A representative said that they did not have a replacement for my cell on stock and that I had to wait. No estimation on how long the wait will be. I decided to cancel the claim and buy a new phone out of pocket on my on since I needed my phone for work. I asked for a refund on my deductible and they said it will take about 10 days. On 6/13/19 I received an email from them stating that in order for them to issue a refund they will need my old phone back. I was very upset since they not only did not replace my phone but now they wanted it back too and keep my $49...That is adding insult to injury. If they want my old broken phone back, I say..."come and take it"...

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12:09 pm EDT

Asurion phone service

On the 8th of June 2019, Najim Boutaybi called to state he would arrive within 40 minutes to prepare my phone. He called from 551-358-9252. He stated he was from ascurion and he showed his identification. He had a seat at my kitchen table where he was made comfortable to do the job he showed up for. He pulled out his tools and began to work. We made small talk about the day and his job. My daughter called me for something so I went to check on her. I returned to the kitchen until he finished. He was pretty quick. I signed the electronic pad as his work was completed. I gave him a tip and water. I escorted him out and told him to have a nice day. After he left, I learned a graduation card filled with money disappeared. I want my card and money back. I don't appreciate anyone coming into my home stealing. I know he saw my husband's police badge! Please fix this situation so that it does not become a problem.
I was wondering why I never recieved a survey.
I can be reached at [protected].

Theresa Shirden

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Update by Theresa Shirden
Jun 10, 2019 1:13 pm EDT

Disregard this post! NO COMPLAINTS!

Update by Theresa Shirden
Jun 10, 2019 1:12 pm EDT

Disregard this post!

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12:36 pm EDT

Asurion viking range

I have a service contract with Asurian. The provider they assigned to fix my viking range is inadequate at best. They don't return calls or even bother to show up. I requested a different service provider to Asurian and they told me that this company was the only one available in my area. I asked if I could find my own service provider and bill them and they said they needed to try to work with the provider first. I did not get a call back and we received an email that said the provider was going to come today. They did not come which does not surprise me. I called Asurian and they said the part was just ordered and that it would come in next week. I asked if I could hire my own person if they did not fix it by next week and the guy said no. I asked for his supervisors name and he would only give me the first name and said she did not work today. I asked for her email and he said they were not allowed to give out email.
What company does this? I have been without my range for over a month and this is the second time within a year that it has broken with the same problem. Before this we only used Asurian once before about 5 years ago. If I knew they would be no help at all I would have cancelled the contract years ago.

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10:02 pm EDT
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Asurion ipad/iphone

Hi,
I leased 5 iphones and an ipad from sprint and they suggested me asurion as phone insurance. I lost my ipad while travelling during my vacation. I tried to file claim and it says denied for i don't know what. When i lost my iphone once and filed a claim for that it got denied too but thank god i later recovered it as it was just misplaced while we were moving apartments but with this case of ipad too, I don't understand what is the use of paying the premium of the insurance if it never covers. I am having the worst experience and whenever i try to contact the customer service they just throw something like our adjusters decide, contact sprint and as you contact sprint they say we are not related contact asurion.
This is totally rip off. I am not getting/suggesting phone or any other wireless device insurance from asurion anymore.

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11:42 am EDT
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Asurion cracked screen repair on iphone 6

I set up an appointment for a screen repair at my home on June 6 2019 between 7-9 AM. It took 5 days to even get the appointment. On the day of the repair, no one ever showed up or called me to let me know what was going on. I called Asurion to find out where the tech was and long story short and 1 hour later on the phone, I was told that there was a glich in the system at that my appointment had been moved 3 days later on a Saturday. After being transfered 3 times to 3 different people, I have now ended up with a new appointment scheduled 7 days out from my original appointment date. No one even tried to get me fit in sooner, since it was NOT MY FAULT AT ALL THAT THIS HAPPENED...After being told 3 times that there was nothing that could be done but take the new appointment that I was given, I am disgusted at the way this was handled since I have been a customer for over 10 years. Also, why on earth do you only have 1 location that you can walk your phone into to get a repair? This location is on 7 Hwy in Blue Springs...That is an hour round trip...UNEXCEPTABLE ! Just wanted to say THANKS FOR NOT HELPING YOUR CUSTOMERS ! You should have bent over backwards to right this wrong...

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2:56 pm EDT
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Asurion samsung cell phone

Asurion denied my claim once because they said it wasn't completed in a timely manner and the 2nd time stating this:

This is to let you know that we've reviewed the claim on your SAMSUNG ELECTRONICS CELL PHONE and are unable to approve because of the reason(s) below:

Thank you for your inquiry. The failure provided, "Phone was lost outside for many days and suffered damage due to weather and getting screen broken." is not covered by the protection plan.

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Update by BKelly74
May 30, 2019 2:58 pm EDT

Asurion will not cover my claim on a phone purchased from Walmart.

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11:47 pm EDT

Asurion cell phone insurance

Where do I begin this is absolutely the worst company I have ever dealt with in my entire life. From your phone will be replaced in24 hours to 2 days later oh a claim hasn't been filed. And thats just the beginning of the 39 plus day ordeal I had from regular customer service to reconciliation dept where I was introduced to andy and arthur who also told the most believable stories ever then told they were unauthorized. On to ceo's office to the lovely ms. Karen mills henderson (if that is her real name) then there was debora g, the same, lets see, there are 6 or 7, 8, 9 more with all the same results was sent a couple of phones that didnt work, then got a phone that was set up on a boost mobile network and I have sprint. Well all I can say is document everything, and have witnesses when you talk to them, I have all names # ect. Ect. Im not only writing to the ceo kevin taweel, also co-founder, but the founder, pres and vp of every dept they have. They have not heard the last feom me. They picked the right one for this war. Unprofessional, all lies, ect. If you have their insurance cancel right away. T mobile has already sued them. Lets get together and give them some of what they gave me grief. By the way asurian did not have a yelp page we had to develop this one ourselves. Deep huh, but it makes you think, theses companies get from 40 employees to over 17, 000 in a short period. Then they forget where they came from. Well asurian you'll be hearing from me again real soon. Can't wait to cause you your, job, grief, despair, deceit and alk the other horrible things you do to your customers on a daily basis. How do you sleep at night is my question to you. You should be ashamed to work for such a company. Do not use this company they'll get you too.! Tried to put this in before but due to having a loaner phone I could not because it was not on my sprint service. Come to find out I just checked my samsung member accout and found out asurian still had that phone under my name and on my account. Watch out I returned that phone months ago. What I intend to do in the future is by a cheap chinese phone for a fraction of the cost and have a back up phone ready at all times. Take my advise its truly worth it. Less grey hairs! Done with dishonest hot shots who think they can control you. Im done will be no second chances for me. Cost me less money by far and no more headaches. Do not deal with this company you too will lose.

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7:58 pm EDT

Asurion iphone 8 plus

I call to make a claim 16 times, 4 times was answer by a guess service and 12 times was disconected, at this point i was REALLY UP SET the first 3 ladies where okay answering my questions but phone calls was drop every time, finally the last lady with an african american tipe of voice. very RUDE and Disrespectful telling me she wasn't going to replace my device because i did two other claims this year, i ask to let me talk to a manager but she Refuse and told me she was sending me a forms to fill out and was canceling my insurance and couldn't get Replacements Ever.

I would want to know why you guys take my insurance payments every month if when a phone breaks, I would get Regect it, i never know when an accident going to happens, it broke march 5th but i didn't have the money to make the claim the very day, so i had to waid. please let me know an answer, phones are very expensive is why we pay insuranse, it make no sence. thank you Maria R Orozco My Number is [protected] I will cancel the phone number [protected] phone screen is completely broke can be use.

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8:43 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Asurion insurance

Called in 5 different times to file a claim for a replacement phone.
Left on hold over 25 minutes on the second call.
Agents tell me to disable the 'find my iphone' app on a phone that doesn't work.
Disabled it through icloud but they claim it is still enabled even though icloud tells me otherwise. Horrible experience with each customer service agent.
All they know how to do is make excuses for hold times and read their scripts.
I will not pay for this insurance again as they DO NOT PAY CLAIMS!
Save your money, wish I did.

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1:55 am EDT

Asurion pixel 3

4 days after receiving my new phone I had the bad luck of dropping it and cracking my screen. I thought I was in good hands with Asurion but I was wrong.

First of all, since the piece was not available, I was requested to pay 250$ for a replacement phone.
I was then told by a Telus Mobility employee to go inquire for a repair at Ubreakifix. They said they could gladly repair it but I had to pay a small fee through Asurion. When I called back, Asurion refused and said I had to get a replacement phone since THEY didn't have the screens. When I pay for insurance, I do not expect to pay 250$ to fix a simple problem like a screen crack.

I decided to give in and pay the 250$ for a new phone, to then find out that they cannot guarantee it will not be a refurbished phone and that I will be losing my 1 year warranty with my provider, in exchange of a 3 month warranty with Asurion.

I ordered my replacement device February 26th by phone. I was told I would get it in 1-2 days. Here we are 15 days later and I am still waiting for it. I reached out on live chat and was supposed to hear back but did not.

My experience with Asurion has been extremely unpleasant. I will definitely not be recommending it to anyone.

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10:32 pm EST

Asurion asurion insurance

This is my second cellphone company and too many times I have had to deal with Asurion. I don't understand why we are paying for insurance just to be told you still have to pay a deductible when years down the line of paying insurance you finally need it. Well the replacement phones come and one of the "refurbished" phones which they like to act as though they are sending you a new phone is charging. No news there since the phone company doesn't sell the phone anymore but asurion is sending a new one...right🤔 It's Friday as and we won't receive the new phone until Tuesday. I'm on dialysis and my mother is sick and we are now down to one phone and no way to get in contact with my husband at all until Tuesday. God forbid that there is an emergency. This isn't the first time I've had to deal with Asurion and these refurbished phones or sending a cheaper versions of phones when have had in the past. This doesn't make any sense. Meanwhile they are sitting back getting rich.

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8:34 am EST

Asurion insurance coverage scam

Asurion is offer deceptive coverage for any iPhone after the iPhone 8. They charge us the same price but offer us half the coverage. No repairs can be done on the phone and they fail to notate that when coverage is purchased. You will be forced to pay for a replacement device. Steer clear. The consumer is punished for purchasing a new device . This is the biggest mistake I could have made choosing them

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10:07 am EST
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Asurion apple ipad

Normally I have nothing but praises for how fast products gets repaired and sent back but not this time, they received my product on 2-7-19, got an email on Feb 8th that they are ordering the part. So I call on Feb 18th to check on my device and they have no clue what is going on with my device, they said they would have to check into it because the order for the parts were cancelled, they said they would check on it and get back with me. I called back on Feb 19th just to check on my device and they said oh they have received the part and is repairing it and you should have an email by no later than the 22nd saying that it is fixed. I got a phone call today(Feb 20th) and they said that the part is on back order and have NO CLUE when it will be in, I asked if it wouldn't be easier to just issue us a e gift card so my special needs child could have her device back and she said no. I don't understand why we can't get an e gift card so we can replace my daughters iPad if they have no clue when the part will be in. Thank you

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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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