Asurion
reviews and complaints

We opened a claim in March for my husband's phone. Not only were we sent a faulty replacement in which we couldn't use we never received the shipping certificate and envelope to send back the faulty replacement sent to us in the first place.

After weeks of having nothing sent and no communication apart from telling us to send back his original broke phone (which we couldn't as he needed it for work and would not use the replacement as it was faulty) now as of May 2018 I finally have one of your employees sending back an envelope to send back the faulty phone as well as a new replacement, the employee I spoke with today mentioned if I did get a "non return fee" charged to my credit card to call back and have the time extended so I can send everything back as she understood that it was not our fault that everything took so long and that we would be sending all the phones (the broken original, the faulty replacement) back as soon as we received a new replacement which is scheduled to arrive tomorrow May 4th 2018.

And then I get an email today saying we are going to be charged the non return fee! I immediately called and spoke to a representative who said that this is not YOUR company's issue but MY issue and that I should have called back to follow up not then even though your website says an employee would be in contact in 1-3 business days and that regardless I will be charged the non return fee and was completely unhelpful with the situation. So I will be getting charged $400+ for YOUR company's mistake?!?

I have NEVER been this unimpressed with a company before, and not only has this been a long process but when files are submitted and your website says someone will be in contact in 1-3 business days they should be in contact in that time frame. I have ALWAYS had to call to follow up as only as of today did I actually receive a call from a representative. I've always had to call your company to follow up or get the claim moving.

This is absolutely ridiculous and I am so disgusted in your company's regard towards your customers and your level of service.

There's not enough time to say all issues.origionally called April 10 got so aggravated I gave up then finally I called again April26 Thur for claim they needed afadavid I walked to get then there system online not working so I call email info.youd think that was it lol. Then fri was on phone for FOUR HOURS got hung up on yelled at and flat out lied to I paid $200 deductible they said I'd get Monday. I arrange day to be home only to find out THUR. It's coming .ugh again on the phone was told I didn't call fri. WHAT I asked for supervisor they did oh it's ups doesn't deliver to your area till then. I have about 10 or more pages of representatives I've spoke with just trying to get replacement iPad. I don't even want to tell you how horrible Sprint was and is I've been a customer 14 years.

I have filed several phone claims already. Each and everyone of them was denied. I talked to at&t manager and got the date you were asking for but still denied. I'm getting tired of this. To me, Asurion just don't want to replace my phone and just want to collect my insurance money. I will bring my complaint to the Better Business Bureau. So upset!

Sent my phone to an Asurion P.O. box (my mistake) that was received by one of their employees but they won't help find it and want me to pay for replacement when repair may have been sufficient. No one in the company will take responsibility for losing or stealing the phone. I'm bringing them to small claims court. Worst customer service! They just deny deny deny! Crooks!

I'm so incredibly disappointed with my experience with Asurion. I received a replacement phone and now it does not work! Asurion refuses to replace it because it is active on different number although it has been less then a year! Honorable! I received a phone in August of 2017, after discussing with the person handling my claim I decided to activate the phone on my my second number and buy a new phone so I have a phone right away. I was assured that the phone had a one year warranty, the phone does not work and it's defective and you refuse to replace it because it's not active on the number that it was replaced on after assuring me that it had a one year warranty no matter what number it was active on. I do not understand and it is not right that Asurion refused to replace the phone. The phone is defective it's less than a year old this is unacceptable.

We have sent our TV to Buffalo 4 times to have it fixed since January 2018.
1st time for flashing and strobbing top right hand corner.
2nd time flashing and strobbing center of TV screen and bottom right hand side.
3rd time flashing and strobbing top left hand and center of TV
4th time flashing and strobbing lower right side and screen was not properly conected to the outside frame. A beam of light shined out the second it was turned on. Now they want it sent back again because of a grid of 1" squares in the center of the TV, lighter then the picture you are watching. We tried to get reembursted for the TV but were denied. It is a real pain putting the TV up and taking it down from the wall.Do those repairmen even check like they say they do? Doesn't look like it to me.

On December 10, 2017 I had to make a claim with Asurion for a phone. First they said the phone I needed was on backorder but just a few days later I received 2 different emails with 2 different claim #s and then received 2 phones although I had only made one claim and they charged my account for 2 deductibles. That is a huge amount of money! I called and they said send one of the phones back and we will credit your account. I did that and I have confirmation they got the phone and the date they received it. After calling to see when my credit would be made, first they said they didn't have the phone when I had proof they did and then after sitting on hold forever while they checked they said they had it but it was received after the 30 day limit. No it wasn't! I did what they asked and now they refuse to credit my account saying refunds have to be reviewed. This isn't a refund! It's a credit for their mistake! Two months later I still haven't gotten my money. Don't use this insurance !

Feb 13 I reported my iPhone 8 lost r
Feb 14 received replacement but had found my original phone.
Feb 14 I Contacted Asurion and I was told it was best to keep the replacement phone and pay the $200 deductible. I have zero need for a replacement phone. I was told my original phone would remain on restriction until Asurion received replacement back.
Feb 15 I returned replacement phone back to Asurion using the prepaid label.
Feb 20 I called Asurion - was told they did not have replacement back
Feb 22 I called Asurion - was told they did not have replacement back
Feb 26 I called Asurion - was told they did not have replacement back but to try contacting Sprint to see if they could escalate situation and have my phone turned on
Feb 26- I called Sprint- Sprint told me there is nothing they can do
Feb 28- I called Asurion and was told that there was not any Lost Claim tied to my phone number so they do not have any restriction on my phone
Feb 28 - I called Sprint- Sprint tells me Asurion has restriction on my phone and Sprint cannot override and turn back on
March 5 - I notice I am charged $200 deductible for replacement phone from Asurion
March 5 - I go into Sprint Store - Sprint rep tells me she cannot do anything with Asurion but leads me to use store phone to call them
March 5 - I call Asurion and am told they received my phone on Feb 24th, that a refund for the $200 deductible has been approved and my phone would be reactivated. I asked Asurion rep if there was anything I needed to do for reactivation and was told the rep would call me back later that day to confirm and all I would need to do is turn phone off/on
March 6 - no return call from Asurion and phone still not on
March 6 - call Asurion, was told phone no longer on negative list and I need to call Sprint to have reactivated
March 6 - On phone with Spring over 40 mins and still cannot get phone reactivated.

The amount of calls, texts both business and personal that I have missed is unbelievable. The lack of consistent answers and zero solution is unacceptable. In addition to the horrible experience I have had with Asurion, still no one has ever offered any sort of apology or actual help to resolve this. Additionally, Sprint claiming they have no say or authority with assisting with Asurion is also not acceptable. Sprint is the party that sold me on Asurion and has Asurion on their Sprint business cards. That would imply some sort of agreement with Asurion.

I initiated a claim to replace this phone in 2017. My phone number is [protected]. I received a refurbished phone after paying my deductible. The phone was defective. I called to report that the camera had no cover over it. I informed the representative that this was not acceptable and the response was that it was because the phone was refurbished...
I had a screen protector on original phone that I returned. I asked if it was replaced when I called to discuss defects and was told yes it was. It was not on the phone. I dropped phone and screen cracked. I brought it to Apple and was told that it had no screen protector. When I called to complain about this, I was told to call another company to request a new screen. My phone was already cracked. A screen protector was useless.
On 2/24/18, I woke up with error message on my phone. After a great deal of time, I noted that the phone screen was completely separated from the back. I took it to Apple and ATT and was told that I was "screwed" because Asurion sent me a DEFECTIVE phone. I was also told the phone was not worth anything and had to pay full price for my new phone($769.99). Multiple representatives suggested that I pursue this with Asurion because it is not fair that the phone was refurbished and defective from the beginning.
They wished me luck because they also informed me that Asurion was difficult to deal with.
I want a refund of my deductible and half of the price of this phone. If my phone was not defective, I could have traded it in and given credit for it.

To whom It may concern:
I purchased an all in one HP PC. On February 16, 2016 from office depot. I also purchaser the product warranty for $79.99. Because I was told the warranty covers everything.

My 7yr old son accidentally knocked my pc over the first week of November 2017. There is no physical damage to the outside of the computer. There is something wrong on the inside. I have called asurion numerous times trying to get my computer fixed. They keep telling me my warranty doesn't cover this. I really need my computer. I am a single parent and I wouldn't have pay that much for a warranty had I known it didn't cover everything.

My son and I use the computer for school and work. I don't have money to purchase another computer. I'm hoping you can help direct me to who I need to contact with asurion or in your office to get this matter resolved.

I spoke with a supervisor (Thomas) at asurion today he was no help. My Asurion claim number is [protected].

If I can't get any assistant my next step will be to post a video along with my receipt, a copy of asurion letter and a picture of my computer on every social media outlet. YouTube, the BBB and every local news in my surrounding area. Hopefully it will not come to this.

Thanks

Germaine Henderson
I can be reached at [[protected] or [protected]
Email: [protected]@gmail.com

I lost my phone while traveling on local transit on the midnight of Nov 27th, I came home did research and placed a request via phoneclaim website for faster replacement of my phone from the Insurance company Asurion. I have a fully protected insurance plan. well, after couple days i received an email from Asurion requesting to call them back. when i called them i was told that my request is denied and refused to give me a reason, later when i had the supervisor from Freedom mobile call Asurion i found the reason for denial was "I wasnt using the phone when it was Lost" but as per freedom mobile customer service records the last call was made at 1am using the same device and IMEI number on it. Asurion is trying to play fool out of me stating i wasn't using the phone. Infact i have no other phone to use. Now they refuse to retake my request and nor show interest in further investigation for proper conclusion. Please help, Asurion has a disgusting customer service and doesnt care for their customers. I'm have a nightmare of a service, my first and the worst one. Very unhappy by Asurion. Please help.
Details are:
Kranthi Heerakar
phone: [protected]
Asurion Request # [protected]

I am extremely dissatisfied with Asurion. I filled out a claim on Dec 13. I uploaded all my documents and by Dec 20 I checked the status only to see that my phone was shipped and delivered to another state. I tried to get help and they told me I had to submit my affidavit and ID AGAIN and WAIT again. They were not able to tell me why it was mailed to a different state. I never got an email to confirm my shipping address or deduc table. They are not going to take as long when they take my deductible.

Did a replacement in November.The phone that was sent out couldn't have due to religion background and all other colors were on back order till they don't know how long.

Well speaking with the CEO and he did a reimbursement for me. Now that was all good. Sent the old crack phone back plus the replacement phone. I get my bill and low and behold there is the insurance claim is still on my bill.

but why still charge me the insurance claim and you received BOTH phones back. And sent me the check for the reimbursement.

Now one telling me to pay the bill and it will be a credit on m next bill and then you got one saying will we sent you a check for $***.** what did you do with it.Really ASURION

I lost my device iphone 8 plus silver associated with ph no [protected] and both device and sim was deactivated on 4 th December and then on 9 december I went to rogers store to get new sim card and activated on 9 december and start using it in iphone 6 which I am still using. When I called for claim then asurian employee hang up on me and the girl I spoke to she said its not there job to varify with rogers plus they said I am using the same sim card they issue me from day one.
I am totally disappointed with your service I wonder why not Asurion veryfy with rogers instead of blaming me when I paid for the device and I m still paying for that [censor] Asurion insurance for wt

Bought a protection plan on cell phones last year. On 11-6-17 called asurion to replace my phone cause it no longer worked. I sent my phone they received it on 11-14-2017. I oppted for reimbursement through email, they said it would be 24-48hrs. It is now [protected] and still have not received my reimbursements through email. They say it a glitch in their system saying they sent me a phone (which i never have recieved)i asked for a tracking number, they said they can't provide one, cause they don't have one. So for the past month I have not received my money due to there fault, but it is ok they say, because I am gonna have to wait no matter what until they figure it out, so I am out more money due to having to go and buy a new phone, cause it's not their problem I haven't received my money from them. This company is nothing but lies and deception. I will not be shopping at any retailers that have their insurance coverage.

I was told when buying this phone with the insurance it would be a $50 deductible. The phone was damaged August 2017 we filed the first claim and it was denied without having any notice of this, during that time I paid for a cheap phone to use as backup. I called and found out that it was cancelled because my husband did not sign the paperwork because your company did not show me as authorized even though the account is equally held by both of us. So my husband contacted your reps on 11/24/17 and was told you would reopen the claim for one time because of the messup. then we called on 11/26/17 asking the status because we had no contact after 24 hours as told. Was told again they cancelled the loan again we received no call or email telling us that, so again was lied to about sent email and called when asked what number they called was told the number that was damaged instead of the owner number as told in prior contact. was told when asked to speak to manager that there is not one repeatedly... then was transferred to a different department to be told ok we have the correct info and you will have a $150 deductible what the @!#$ again was told supposed to be $50 then he said we will drop that to $75... but it should have been over$200 this is not right he then said read the fine print on our insurance deductible can change at any time, we purchase insurance through AT&T they don't provide any fine print documentation about the insurance and just tell you it will be $50deductible some one needs to get this straight and stop scamming clients... that is bad business... as I am Realtor & I would never have a sale if I was that way and you should not have business dong it like this

I bought this insurance from Walmart and did not realize they had another company managing this insurance outside of Walmart. This company has given me the run around so many times and just keep saying call back or let me put you through to the "Claim Review Dept" which never answers the phone. This has been going on for almost 2 months, so my daughter has not had her phone for 2 months. They said they did not have the iPhone 6 model any more and to send in the phone and they will refund me $540.17. That was almost 2 months ago. Every time call, chat, etc. they say call this number and ask for a Program Specialist which are not available. I am now going to Walmart to file a formal complaint against the company, as they have my phone and will not pay the insurance that is owed me.

On Sunday 10/29/17 I filed a claim online for a water damaged LGV20 cell phone. I stated in the comments the phone was a complete loss, as per instructions from the Sprint sales rep. The phone shipped Monday 10/30/17 and arrived Tuesday 10/31/17. The phone that arrived did not include a battery, which also had water damage, so I called Asurion to rectify the situation. They assisted me and stated they would send a battery and it would take 2-3 business days to arrive. I questioned this because the phone was able to be overnighted, but the rep stated the system only allows 2-3 day shipping on accessories.

I received my shipping confirmation on Thursday 11/02/17 for the battery and observed the shipping address was incorrect. The rep had sent the phone to an address where I no longer lived (the cell phone was sent to the correct address). I contacted Asurion again and asked them to contact FedEx to reroute the package. The rep stated she could not do that, but she would send me out a new battery to the correct address. She stated she could have the battery overnighted. I questioned this because the previous rep stated accessories could not be overnighted and would take 2-3 days to arrive. The rep assured me I would have my battery on Friday 11/03/17.

I received my shipping confirmation for the new battery on Friday 11/03/17 and found the estimated delivery date was Monday 11/06/17. I contacted Asurion again and spoke directly to a manager. He apologized for the issues and provided me with a $25 gift card. I accepted the battery would not arrive until Monday and disconnected with the manager.

On Monday 11/06/17, 7 days after the first phone was shipped, I received my package from Asurion. I was expecting to find the battery I had been waiting on and instead found only a wall charger in the package. I again contacted Asurion and advised them of the situation. They sent another battery to me via FedEx and again assured me it would arrive, next day, on Tuesday 11/07/17. The battery did finally arrive, via FedEx, on Tuesday 11/07/17.

I have been a customer of Asurion for around 10 years and have always paid my $10/mo. I have used their service before and been relatively satisfied with their customer service. This incident was extremely frustrating because of the continuous miscommunication. I spent $200 on the deductible for the phone then had to wait 8 days before I was back online. Like many people who use this service I use my phone for work. I am a sergeant with a local police department and need to be able to communicate with my officers, district attorneys, etc. Being without a phone for 8 days, when I pay for the service so I can have a quick replacement, is unacceptable. Asurion has dropped the ball and really disappointed this loyal 10 year customer. I would like Asurion to refund the $200 deductible I had to pay for the LG V20 cell phone. I spent $200 to wait 8 days for a new phone.

10/19/2017 After filing a claim waited 10 days to receive return label, didn't receive anything 10 days later chatted with Representative I was told I will receive return label in email and printed copy in mail waited an other 7 days nothing received, chatted again with Representative she told me I will receive the return label in email within 24 hrs its been more than 24 hrs and nothing yet.

The following is a record of your online chat.
General Info
Chat start time October 29, ***** 9:20:04 AM EST
Chat end time October 29, ***** 9:28:24 AM EST
Duration (actual chatting time) 00:08:19
Operator Erika
Chat Transcript
Info: Thank you for choosing to chat with us. An agent will be with you shortly.
Info: You are now chatting with Erika.
Erika: Thank you for chatting with Asurion Protection Plan. Are you chatting in to file a claim or check the status of a claim today?

bipin vaja: I have file a claim 10 days ago but I haven't received the return label
bipin vaja: claim #*****
Erika: Oh dear! I am sorry that you need to follow-up with your claim, Bipin. Let me check this for you quickly.
Erika: Would this be for the Brother printer that was purchased last 12/10/*****?
bipin vaja: yes
Erika: Thank you. Is your email address bullman*****@yahoo.com, correct?
bipin vaja: yes
Erika: Thank you, sir. I have requested another shipping label for you. This will be sent to you via email in 24 hours. At the same time, we have backed up a printed copy of your label that will be sent to you via post. :)
Erika: Would there be anything else I can assist you today?
bipin vaja: no thanks
Erika: You're very much welcome! This can come in handy, you may visit www.asurion.com/amazon anytime to register a new product, file a new claim or check the status of an existing claim.
bipin vaja: thank you again
Erika: Enjoy your weekend! :)
Erika: It is my pleasure assisting you. Thank you for allowing me to assist you today. Once our session ends, you will be presented with a brief survey regarding your chat experience with me today. The survey is based on a 5 point scale, with 5 being the best. I hope that your overall experience with me was a 5! If you have any further questions, please chat back with us again. Thank you for chatting with me. Have a wonderful day!
Info: Thank you for chatting with us.
----------------------------------------------------------------------------------------------------
The following is a record of your online chat.
General Info
Chat start time November 7, ***** 9:37:41 AM EST
Chat end time November 7, ***** 9:59:46 AM EST
Duration (actual chatting time) 00:22:05
Operator Rachelle
Chat Transcript
Info: Thank you for choosing to chat with us. An agent will be with you shortly.
Info: All agents are currently assisting others. Your estimated wait time is 3 minutes and 27 seconds. Thank you for your patience.
Info: All agents are currently assisting others. Your estimated wait time is 3 minutes and 27 seconds. Thank you for your patience.
Info: All agents are currently assisting others. Your estimated wait time is 4 minutes and 34 seconds. Thank you for your patience.
Info: All agents are currently assisting others. Your estimated wait time is 4 minutes and 34 seconds. Thank you for your patience.
Info: All agents are currently assisting others. Your estimated wait time is 4 minutes and 34 seconds. Thank you for your patience.
Info: You are now chatting with Rachelle.
Rachelle: Thank you for chatting with Asurion Protection Plan. Are you chatting in to register a product or file a claim today?
bipin vaja: yes
bipin vaja: its been 3 weeks and I haven't received the return label, when will I receive return label? Service Request Number (SR#) is: *****
Rachelle: I am sorry to hear about that. I can definitely assist you with it. Let me take care of this for you.
Rachelle: To verify, may I please have the full name of the person registered on the product?
bipin vaja: bipin vaja
Rachelle: Thank you. This is for Brother printer, correct?
bipin vaja: yes
Rachelle: Thank you.
Rachelle: Your email address is bullman*****@yahoo.com, correct?
bipin vaja: yes
Rachelle: Let me fix this for you.
Rachelle: I have successfully processed it for you. You will receive your label within 24. Please note to check your inbox, spam and junk folders. It will be coming from Asurion.
Rachelle: I have successfully processed it for you. You will receive your label within 24 hours. Please note to check your inbox, spam and junk folders. It will be coming from Asurion.
bipin vaja: thanks
Rachelle: You're welcome. It's my pleasure to have assisted you.
Rachelle: Is there anything else I can help you with to make this a 5- star chat experience?
bipin vaja: no thanks
Rachelle: You're welcome. I am glad that I was able to assist you.
Rachelle: Once our session ends, you will be presented with a brief survey regarding your chat experience with me today. The survey is based on a 5 point scale, with 5 being the best. I hope that your overall experience with me was a 5! As an advantage of your plan, you can register, file claims and check the status of your claims at https://www.asurion.com/amazon. Have a lovely day.
Info: Thank you for chatting with us.

Lied to about phone being sent. When it will be here. Customer representatives hanging up and talking over Customer. Repeated difficulties receiving phone on claim and warranty. Multiple staff being unhelpful and not giving information about shipping. Common line given "doesn't look like anyone put it through" "will be there tomorrow" "confirmation email will be there in two hours" "just call us back" nothing ever happens. Very very disappointed. Big customer with many phones using this insurance (business account) considering pulling all of them and finding third party insurance. Never dealt with more unprofessional and incompetent tech members and service associates. Thanks for nothing Asurion.