Asurion
reviews and complaints

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.

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!

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.

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.

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.

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.

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"...

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

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.

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.