Asurion
reviews and complaints

I had my son's Nokia replaced by Asurion after a year of paying the monthly fee. The replacement arrived promptly but soon developed problems. After two weeks it would only take a charge if the charger cord was wiggled. Then my son showed me where the charger port on the phone had pulled completely out when he disengaged from the charger.

I called Asurion to complain about the defective replacement, but was told that I was past my 7 day return period. Did I want to pay the $50 and file another complaint?

This is a scam where defective phones are "fixed" and passed on to other people. They appear to have a quality control problem judging from the many complaints I've read on various sites. They're hard line to not replace their mistakes is going to catch up to them.

Write your phone carrier if you have problems with them. If you are considering insurance with them- be warned.

I have cell telephone service through AT&T and decided to take their insurance on my son's phone. The company that contracts to them is Asurion. Since my son's phone had not been holding a charge well(12-24 hours/charge) over the last month I went to the local AT&T store and was given a card with no company name but a phone number to contact for insurance. My husband made the call, explained to the representative the problem and was told that the phone would be replaced, but the company did not have the same phone available (an LG Shine) and that we would be sent another model that might be a new or refurbished model. The model number was given, but I'm afraid that meant nothing to us since we were given no choice or time to research what we were being sent. My husband was then told that a $50.00 deductable would be charged to our phone bill.

We were given no chance to find out what model we were to receive, we had never clearly been informed about the deductible and were taken totally off guard by Asurion. I was listening as my husband spoke with the representative and was horrified by the expense and immediately searched for prices for a replacement battery. After I found the battery for $15.99, my husband immediately called Asurion back. This occurred within approximately five minutes after hanging up from the first call (definitely in less than ten minutes). He was told that he could not cancel and that the charge was nonrefundable.

I went on to call AT&T to complain about their service provider. The customer service representative from AT&T tried to assist me, going so far as to contact the company and carry on a three way call, to no avail. The same stance was maintained. Although AT&T offered to credit my account the charge I feel that Asurion gave extremely poor customer service. When I complained to the AT&T customer service representative about the poor quality of the company that they use to service their accounts she started the process for me to lodge a complaint. She came back on the line saying that she had located a number for a complaint service with Asurion. She put me through to talk to that representative who very kindly condescended to make an allowance and credit the money back to my account after I returned "without activating" the phone I would receive.

I at that time expressed my dissatisfaction with their company policies and explained my intent to log complaints against them.

I feel that since their site advertises "next day" shipment (I checked the site after the contact) and my call came within ten minutes of the order they could have assisted me without putting me through so much. They absolutely refused to provide assistance until I threatened to file complaints and blog about their company. This takes advantage of all other customers who are rushed into an expensive decision with no recourse who are either not willing or unable to complain bitterly. People should not have to waste time and energy and become distraught due to questionable company policies.

I would like to see a change in the way customers are informed of what they are getting for the money they spend on insurance. They should be clearly informed that the phones they have insured will not necessarily be replaced with the same model, that the phone they receive may or may not be new, and that there is a $50.00 nonrefundable deductable. I also found out in the course of my conversations today that if some poor soul had two claims on this insurance within twelve months they would be dropped immediately. Asurion needs to make sure that all of their customers are clearly informed of these policies.

On February of 2009, I filed my first claim with Asurion concern a defective cell phone I order off the AT&T website for wife. I claims department was so rude to me it was unreal. I had to call them at least 3 times in order to file my claim. Finally they sent me my replace phone but just recently this phone start to not function properly and the claims department tried to conclude this claim as water damage when the phone has not been expose to any water and main problem with the phone is the charging port on the phone is defective to the point where you have to rig it up in order for the phone to get a charge. Now Asurion is dropping my wife coverage due some policy them have of no more than 2 claims per calendar year. It fun how they can accept your money for the insurance and be unwilling to allow real claims.

About two weeks ago, I lost my phone. I called Verizon, and they told me that I would have to call Asurion and file a claim. I went to Asurion's web page and filed a claim and paid the $50 deductible for a replacement phone. I received the replacement phone 4 days later. The refurbished replacement phone had a bad LCD that turned yellow whenever a certain area of the LCD was pressed. I called Asurion, and they apologized and sent me another replacement phone. Three days later, I received the second replacement phone. I sent back the phone with the bad LCD and began using the phone. I noticed right away that the hinge on the phone was loose, but it didn't seem to affect the prformance of the phone. After using the phone for about a week, I noticed that the screen seemed to lock up for no apparent reason. I called Asurion and was hung up on by the person who answered the phone. I tried calling back, waited about 15 minutes on hold, then decided I would call them later. Three days later, I called back and spoke to a person in claims, who told me that I would need to call back after 7:00 AM, since the department I needed to speak to was closed. I called back later that moring and talked to Joanna. She told me that she would have no problems replacing the phone. She asked me if the phone had been dropped and to remove the battery to make sure it had not gotten wet, then put me on hold for about 15 minutes. When she came back to the phone, she apologized that I had waited so long on hold, but that she was not permitted to replace the phone because it had been in my possession for more than a week. I asked to speak to her supervisor. After waiting on hold for about 10 minutes, she came back and said she was transferring me to her supervisor, Roger. I waited about 10 more minutes on hold, then Roger came on the line. He told me that all they could do is file another claim and charge me another $50 for a replacement phone. He began quoting the policy and said that since I had gone 1 day past the 1 week time period, there was nothing he could do.

This is how the story goes...I contacted these people regarding a cellphone that has ceased to function properly. I no longer had any displays on the screen and couldn't access telephone numbers, voice-mail, the whole nine yards. They agreed to supply me with a refurbished phone and I reluctantly agreed to that solution. When the phone arrived, it was a real piece of crap with only half of the qualities of the original one. as I unpacked the "new" phone, I noticed that there was no SIM card included so I took the back off of the original phone. I had difficulty getting the SIM card out so I put the back on, turned on the phone and voila; now it's working perfectly. I called Asurion to let them know what had happened and explained why I was sending the "new" phone back. They told me that I might as well keep it because my $50.00 deductible was non-refundable and if I didn't send them my original phone, I would be additionally charged. There is something inherently wrong with this picture and I strongly advise anyone purchasing a new cell phone to be weary of the pressure to purchase this insurance. While they were willing to replace my old phone with an inferior product, they certainly have ill regards for circumstantial situations. I immediately dropped them and I am forwarding their replacement back post haste.

I lost my phone. My insurance, which costs $5.00 per month plus a $50 deductible, was supposed to cover lost phones. So, I called Asurion. When the Asurion call center operator asked me when I lost my phone, I honestly told her I wasn't sure, but that I had contacted Verizon twice in the past month and was told the second time I needed to contact Asurion. She then asked if it was possible it had been more than 60 days since I lost my phone, to which I replied - "I'm not sure, it's possible". She told me "your contract requires you to call within 60 it's been less than 60 days, your claim is denied." I tried calling back to clarify my answer, but I had already been rejected.
Ultimately, I learned that if you file two claims of any kind within a year, your Asurion contract expires. When they do replace your broken or lost phone, they try to sell you accessories. And, over 60% of the replacement phones Asurion sends out are refurbished. In the case of a broken phone, by the time you pay your monthly fee, pay your deductible, and then send your broken phone to them so they can refurbish & re-issue it, you're essentially paying for the replacement phone. And, don't even think about asking for a newer model, even if your phone isn't being manufactured anymore.

On May 14, 2009. My cell was stolen/lost. I called Tmobile on that day to stop service, and I went to file police report that the phone was lost. I put in claim with Asurion. After a 24 review, they claim was denied because they said I turned service off on May 18, 2009, which was false. And on top of that, they stated the sim card was removed and placed in another phone, and whomever stole my phone had the same circle of friends because call were made. So what Im saying is paying for insurance is a waste of you time and a lost of additonal money. I was refunded back the number of months I paid the 5.99 from tmobile, but i received no discount for replacement phone. And I'm stuck, if i cancel the contract I will have a termnation fee. What a bogus company. I would never do business with either company again.

Asurion is the product warranty insurance company chosen by Verizon Wireless to handle claims for cell phones after manufacturer's warranty has ended.

After exhausting all alternatives with Verizon Wireless to remedy the problem I was having with my cell phone, I was told to contact Asurion for a replacement phone. Without an option to speak to a customer service rep, I spent about 20 minutes working through their automated system. Finally I was transferred to a real person to finalize the transaction only to be asked the same questions that I had addressed with the automated system. I stopped the customer service rep to ask why I had to answer the same questions for a second time. But before she answered me, I was told that they don't replace phones that are "malfunctioning". Only lost or physically damaged phones. Verizon Wireless needs to take responsibility for not informing customers about what their insurance company will cover and will not cover.

So now I'm trying to reach someone at Asurion about my experience with their service to explain to them that it is not okay to have a system set-up that wastes peoples' time without giving them an option to speak to a person.

The only thing great about Version Wireless is their coverage.

Customer Service is very very poor especial their stores. They lie more then a used car salesman. If you plan on doing one of their long term contracts you better get it writing take it home read it, RESEARCH THE FACTS online, and understand it. Luckily I got my phone threw my employer and their customer service was very good. Even they acknowledge the Version stores lie allot. Unfortunately when you have billing problems or any other problems Version online gives you the major runaround and their stores just flat out lie.

Asurion Insurance is a major ripe off. You pay so much a month and then $50 fee and they send a rebuilt substandard phone that breaks in less then two months. When you contact Version Wireless and Asurion about the problems they pretty much tell you to pay another $50 or go to hell. I know so many people who have had these problems. I guess Version Wireless and Asurion think their too big to fail.

Unfortunately AT&T, T-Mobile has similar problems. I hear good things about Alltel but they don’t cover my area. I recommend getting your phone from BestBuy and avoid contracts and fake insurance.

To all the people complaining about the insurance and the refurb phones they get, WHAT DO YOU EXPECT FOR $50?

A NEW cell phone can cost from $150 to $500! What would you rather pay upfront? $50 or $500? Yeah, that's right, you would pay the $50. The reason why the cell phones are cheaper initially is because you sign a CONTRACT to get the cell phone at a lower price.

If you don't like having the insurance, GET RID OF IT. Then pay for your replacement phones at full price.

Or better yet. Take care of your cell phone and you won't have to worry about getting a replacement!

I had Asurion's insurance covering my phone, which I got through Verizon. It was only 5 dollars a month, so at the time it didn't seem so bad. The time came where I had to use it, so I received a replacement phone, which I had to pay 50 dollars for. I received it within 2 days of calling; everything seemed fine.

The phone I received, however, was defective - it would shut off randomly.

Asurion said they would replace it, but mentioned right before they had finished the claim that if they found any damages on the phone that they would charge me up to $300 dollars. Fearing a charge that would have been more than I initially paid for the original phone, I told them about a small mark/dent that was on the plastic case covering the battery. It was there because I had to remove and replace the battery several times in order to get the phone working after it shut off, because it was defective. I attached a photo of the issue to this complaint (Not of the entire phone, just a super close up of the plastic case covering the battery with the dent in it)

They told me that because the phone was damaged, they couldn't take it back and I would have to pay another 50 dollars in order to get a new phone. I told them that was ridiculous, and that I shouldn't have to pay another $50 for a tiny mark on the back of a defective phone that they sent me, which was already defective. I told them I had already paid 5 dollars a month for over two years (120+ dollars) plus the 50 dollars I paid for the original claim and that they never really resolved because they sent me a defective phone. They told me there was nothing I could do unless I wanted to pay another 50 dollars.

So after that call, I was still upset about it so I called them back a few days later to cancel my service and leave a complaint. They already had a CEO complaint voicemail set up, in which you don't talk to anybody and nobody calls you back - you're pretty much leaving a message that'll probably get deleted.

The fact that they have a complaint box ready like that shows they know they're a big scam that'll steal at least $120 from you every 2 years, and they know they'll get away with it because in the end people continue to blindly purchase their insurance, while the CEO's bask in our money while ignoring their complaint voice mail box.

I've read several reports now that have had a similar problem as mine or worse. I think it's time that Asurion felt the effect of our society's powerful "word of mouth" function. Tell people not to get Asurion's phone insurance (which is offered through Verizon, Cingular and other major phone companies) and if you already have it, cancel it.

The warranty on replacement phones is worthless! In December 2008, I received a cell phone after filing a claim for a lost phone. Immediately the phone began to have freezing issues. On February 1, 2009 the phone would not unfreeze so we visited MetroPCS for repair. MetroPCS explained that the phone was under warranty since it was a replacement phone from the insurance carrier - Asurion. I spoke with Asurion who sent me a UPS label to return the phone. I returned the phone and NEVER received another one. After multiple calls and lengthy discussions, I was told today (March 25, 2009) that they would not be able to replace it. Asurion reported that the phone was damaged when received. I requested that the phone be returned since I paid the $85 deductible. I was then transferred to "The Office of the CEO". There I found a general voice mail box set up for customers to leave messages. I paid $299 for the original phone, $85 for the replacement phone, $120 for 4 months of service, and $30 for the insurance totalling $533. I DON'T EVEN HAVE THE BROKEN PHONE TO SHOW FOR IT ALL!

Is anyone willing to send emails to local news stations to give Asurion some additional marketing opportunities?

T-Mobile offers 3rd party insurance (Asurion) for lost or broken cell phones at a low cost of $5.99 per month. On Feb. 14, 2009 my cell phone was stolen. Feb. 15th I filed the claim with Asurion via the phone. At that time Asurion told me the phone was not in stock and I would be contacted when it was in stock (Blackberry Curve). The customer service rep couldn't even give me an indication if it would be re-stocked in days, weeks, or even months.

Feb. 20 again contacted Asurion to determine if the phone was in stock, it was, paid the $130 deductible via credit card and waited for the phone to arrive via UPS. Feb. 28th again contacted Asurion to check up on the shipping status since the phone had not arrived. Asurion said it did not ship and again processed the order so it would ship. March 9th again followed up with Asurion to check the shipping status of the phone. Again Asurion said it did not ship and again they processed the order to have the phone shipped.

I gave up and bought a new phone. The insurance is worthless because Asurion could not provide me with a replacement phone in a timely fashion. Who want's to wait over 20 days to get a replacement phone. My suggestion is do the research and pick a different cell phone insurance company. Worth paying slightly more to have better service.

Bought cell Phone from Verizonwireless and then added Insurance for 4.99 a month extra and then the Samsung would not hold a charge and after calling Asurion and they told us we had to pay the 50.00 deductable which was no problem and told we would get the same phone in replace of the bad one, they sent us a down grade of the more expensive one and we then upgraded thru Verizon to a new phone and now since we have had 2 claims in 1 year they have stopped our insurance for 1 year. I have given the phone to my grandson that is also on another Verizon plan but they will not let him put insurance on that phone either . They are saying that even tho the phone is not holding a charge that they cannot do anything about it since we gave it to him and it voided or warrenty!Now we have a worthless phone and Asurion will not stand behind their product in honoring us as a valued customer to at least work something out with us. Anyone that has this same problem I hope they work better with you and as far as Verizonwireless I hope they stop them from being their insurance company!

This company wanted to pull a fast one on me and sent me a phone that APPEARED to be the same but was clearly a cheaper and infierior model to the cell phone I had purchased. It wasn't even the electronics company that made the phones actual product! Do not use this company, its not worth the hastle that they put you through to obtain the phone. I would have rather bought a new cell at $200+ than had to have dealt with them. Its disgusting that in these economic times that something such as an insurance company would try to take your money to send you a "free" replacement which they lied about.

Well after I lost my phone I reported it stolen to verizon. Asurion sent me a brand new phone in one days time which was great, but not so great when I activated it and it didn't work. The phone didn't accept calls or txt messages and if i did recive any they were delayed by 2 to 3 hours. Not only did they screw me by this little incident that lasted about 3 days, but when i eventually found my old phone I wanted to put my service back on to it. Who would of known that Asurion was going to really make my life a living hell. They told me they couldn't take the phone off the stolen list intill the new one was sent back. This was fine I thought just send it back no big deal, so I did and once I did I realized I couldn't activate my old one for another day which made life hell even more cause I had importent calls to make. I flipped! Asurion is a terriable company with terrible coustomer service absoultly ###! I even tried to say hey can you just charge my credit card for the phone an just take the charge off when you recieve it, but no wouldn't that make sense and not screw there coustomers from being withut a phone during a very importent work day. I think Asurion needs to think about how they can help there coustomers cause if im a 18 years old with ideas that make sense for there company to do, then i dont know whats really up with Asurion besides there straight ### and can't help you with the smallest problem. ###!

I have had Assurion insurance on my wireless acount for two numbers with one carrier and two numbers on another carrier for over three years. The first time I filed a claim was in January 2009 because a phone was purchased by my husband for me for Christmas and the phone was stolen out of the trunk. He had not even taken it out of the car from the store yet so it was not used. I put in a claim and was told because the phone was not used yet and the sim card was not put into the phone, the claim was denied. Well one month later, he dropped his I-phone and broke it. I put in a claim and the representative told me that the phone was not supported by the insurance company. I asked her why and instead of answering the question, she informed me that I would be able to get a different phone and it would be a data phone. She informed me that an adjuster would call me around the same time on the next day to get the credit card number for the deductible of $125 and to confirm shipment. Well, when no one called me the next day, I called them the following morning, only to be told that the claim was voided out. I was transferred to an adjuster who informed me that the phone was not supported and the representative gave me mis-information and she was wrong. When I explained that this was the second time this had happened and I was a paying consumer for years, her answer to me was "Then you need to call your provider if you have any futher questions, complaints or comments." My carrier is not Assurion and can not answer any questions regarding insurance. Well, when I asked to speak with a supervisor, she very rudely told me to hold on (not asked me, she told me) then she came back saying she let the phone ring and there was no answer. When I asked her if I could hold, she said "No" and told me she would have someone call me back. I tried to give her the correct number to reach me and she acted like it was not needed and hung up. I quickly called both providers (who tried very hard to get me to keep the insurance) and I had it removed from my account. I then had it removed from my parents, in-laws, brother, his wife and their three kids, my brother and sister in-laws, and three cousins. So they have lost several customers and I will make sure I tell everyone to do the same. Its a shame for customers to pay for a service that is not consumer friendly and does not work for them when needed. If you are taking the time to read this and you have the same insurance, be aware, it may not work for you when you need it.

On 10/26/2008 I filed a claim with Asurion for a Nextel mobile phone that I lost. I was assured that the phone was in stock and would be shipped on promptly. I had to call their toll-free number because their website did not let me file a claim.

After the claim was filed I continued to check the claim status on their website which every day said 'Check back in 24 hours' so finally on 10/29/2008 I called the toll free number and I was assured my phone was shipped and I should get it that same day. When it did not arrive I called back on 10/30/2008 and was told that all the past agents had lied to me and the phone had NOT BEEN SHIPPED, it was backordered for '10-15 days.'

When I asked for the CEO by name I was sent to another department. I was finally told that I should purchase a new phone and I would be reimbursed in '2-4 weeks.' Now my problem is I have no way to trust a company that has already lied to me. I am in goodfaith going to do as the agent suggested but I want to let everyone know what this company's business practices are.