Asurion
reviews and complaints

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...

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.

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.

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.

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.

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.

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

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

Delay delay delay is this companies tactic to having to complete a claim. Then, after 45 minutes, the supervisor who was helping me (after the original support person told me my claim was fraudulent and there was nothing she could do to correct their error) hung up on the phone. I'm sure they will say it was an accident but given that no one bothered to call me back to complete the claim, I highly doubt it. They must have a running joke to see how mad they can make each person filing a claim before they finally agree to do their job. Asurion kept telling me to call Verizon and Verizon kept telling me to call Asurion. How typical, they all want my money every month but they drag their feet and give the run around for hours on the phone hoping we'll finally give up. This company has the worst customer service and Verizon (and according to Asurion all the other major carriers as well) is no better since they allow this to happen to their customers. Verizon has the power to force their recommended vendor to do a better, more efficient job but they don't care either. While I believe my issue might be resolved (no phone yet to know for sure), it highly inappropriate to have to take 4 hours of my day and numerous calls to address this.

This morning, I filed a claim because my daughter's phone was stolen from school. I was passed around to 3 different reps. The first rep couldn't verify the type of phone, sent me back to cricket, the second rep couldn't verify my address, placed me on hold for 38 mins, the third rep was extremely rude and told me my claim was denied. I was on hold for OVER an hour! I explained what was going on, which she made it evident she could care less. Each one of you reps had an impatient rude attitude and gave the impression they hated their job and it was a huge problem to assist with my claim. I don't understand why none of them can verify the same things that were verified by the previous rep...? I have had claims at my current address which I have lived at for 6+ years. You FAILED at customer service this time and really hope you hire better qualified people or people that act like they want to do their job especially in a customer service roll. I am extremely disappointed and dissatisfied with the level of concern and help I received today.

I have had asurion protection on both mine and my husband phone for over 7 years. We pay for the most expensive plan feom asurion. I had to do a phone claim due to my phone getting broken due to an auto accident I was involved in a few months ago. I get the replacement phone today after paying $150 deductible and they sent me out a malfunctioning device. The screen dim doesn't want to work, the phone lags/freezes and it doesn't have my right time zone. I had not even activated the replacement phone yet and it was having issues from the get go. I called asurion 3x today. The first person i talked to i needed to get IMEI # and asked him to hold for just a second while i got tje #. He hung up on me. The second person was a lady and she told me i had to do troubleshooting which made no sense as I had just turned on phone and there was nothing to troubleshoot. The third person i talked to was a real jerk of a guy. I went through the pointless, ridiculous troubleshooting for the issues to continue. I asked if they could request a new device and he kept saying "no" and that my situation didn't warrant for a new device. I spoke to a supervisor who was a woman who told me that obviously asurion wasn't doing me a justice and for me to go into a store and pay FULL retail for the phone and once they got their device back i could submit to be reimbursed. That was unacceptable. I had told her I was simply requesting they send me a new device as there is a reason it's "refurbished" and i was already having issues with the device before i could even use it. This supervisor told me that I constantly and doing claims which isn't correct as your only allowed so many within a 12 month time frame. She told me I'm always calling once i get my replacement device with a issue. Its never the same issue, sometimes its because i didn't get all the parts to the phone, other reason is it's defective. I told her I don't control what they send out to me and its on the company since they keep sending defective devices to me and that obviously the refurbished phones were refurbished because the original owner had issues with the phone. I again explained I was simply requesting to get a new device not someones used garbage and that I've paid not only the deductible but spent hundreds of dollars with them over the years just paying for the protection on both my devices even when i don't use them. She then put me on hold for several minutes without checking in, would come back and put me back on hold for a minimum of 10 min without checking in with me. She then tells me they are sending out a replacement and that was the end of that. They refused to simply click a button to request a new device. They treated me like garbage all 3xs i called. I told her she was being extremely rude and she could care less! I have NOT been treated so poorly by a company for a long time until I had to deal with asurion tonight! I WILL be finding a different insurance for our phones, I WILL be letting my friends, family and co-workers know what piss poor service I received not once but 3 different times in ONE DAY! I am EXTREMELY dissatisfied with their services and devices they send out especially when you have to pay a large deductible and pay $13 a month for one device for over 7years! Something needs to be done as this is COMPLETELY not ok! Its a simple click of a button to request a new device!

I Have had a problem since Oct and it has been repaired twice now. Tring to fine out about the reimbursement for lost goods. the refrigerator has been repaired since Jan 15th and the status of my claim has not been changed and can not get any info. This is getting to be a full time job for me and I am getting no where. I have had about 8 different venders come to my home and only one repaired it and that was not done correctly. Finally Technical appliance group came and replaced all the necessary parts to repair it. Hopefully it will stay working This is the worst ran outfit I ever dealt with in my life no concern for the customer what so ever. I lost 2 and 1/2 months of warranty time just trying to get something repaired even dealing with my case manager personnel it is a joke

I have had several bad experiences with the Guitar Center Pro Coverage. Guitar Center Proper is awesome. However, the Pro Coverage that is supported by Asurion is horrible. They say that they fix something, but they don't. They sent it back to me and it had the same exact issue. They claimed that all they did was solder the connections and cleaned the item. Obviously that did not fix the issue. They also got the shipping address wrong TWICE! After I contacted them to correct it. The people you talk to on the phone and on the online chat are not knowledgeable about the products at all. It seems they have a script that they read from and that is all they know.

I've been paying for COMPLETE CARE. which apparently complete is a term that is open to interpretation. My phone had water damage and they wanted me to pay 225 to replace a one that only costs 300 now. Asurion is the worst insurance service I have ever been tricked into paying for. I have since canceled my service with sprint because of my great displeasure with the asurion

Claim Number:
[protected]

I filled a claim for a broken screen a week 6 days ago and Asurion was supposed to send a technician to repair the screen for me. The earliest appointment they had is 3 days after. On the of repair, which I had to take a day of so the technician can come to my house and fix my phonel's screen, the technician called me and said that they don't have the part and that Asurion will send me a replacement phone. I did receive an email from Asurion states that they are going to replace the phone and it will be shipped shortly. I received the shipment email with the tracking number. The next day, I checked the tracking number and tracking info says that Fedex could not deliver the shipment and it was sent to the shipper. I called Asurion and was on the phone for almost an hour and the representative said that they are not going to be able to reship the device because the adjuster denied the claim I asked to speak to the adjuster and asked her why my claim was approved and the. Was denied when the shipment could not be delivered. She said that I have to go to Verizon store to get a replacement.

The next day I went to Verizon store and they didn't know why would Asurion would ask a customer to come to a Verizon store to replace a phone. The Verizon manager asked me to call Asurion to understand what's going on. I called Asurion and put them on speaker so the Verizon manager can talk to them. A representative answered the call and said that we need to speak to an adjuster. Luckily, the same adjuster that I spoke to the night before was the same one on the line. She said that the claim was denied and when the store manager asked for the denial reason, she said that they cannot disclose the reason. The Verizon manager said it doesn't make any sense to deny the claim then he asked to speak to her supervisor, she put us on hold for 15 minuets, then came back and said that they apologize for the inconvenience and that the reason was that fedex could not deliver the shipment and that she is going to reship.

She transferred me back to customer service to complete the shipment information. After the representative completed the shipment info, he said that it needs to go to the adjuster. I told him I was just on the phone with the adjuster and she said that the claim is approved and that you will ship the phone. He said that he doubt the adjuster said that and he accused me of lying. I asked to be transferred to the same adjuster and he sent me to a different one. The adjuster was rude and refused to get a supervisor on the line and refused to transfer me back to customer service.

I called customer service again and I asked to speak to supervisor. I asked the supervisor to look at the logs and find out what's going on, she said that she can't see any log. I asked her to listen to the recodings. She said I don't know if the calls were recorded and she was so rude. I asked her to find a solution for my issue and she said that she won't be able to help me. I told her that I am going to file a claim against Asurion and write about my experience, she said go ahead and that she doesn't care. Her name is Shawnka and her Id is Dt147002.

I am so unhappy with Asurion right now. In October my daughter dropped her phone and had to have it replaced but the first phone they send did not work but they sent her a phone that arrived the next day that did work. Now it's November and my son broke his phone. Submit a claim on November 17 get a replacement phone and once again it malfunctions! So once again go through the whole trouble shooting thing with the tech department. So they are going to send out a new phone and tell him it will be there the next day but did not tell him there was an affidavit that needed to be filled out. So no phone arrives and we call and find out there's an affidavit that needs to be completed. Now one said anything about an affidavit and the CSA I talked to told me they do not know when an affidavit is sent. What the heck! I do it immediately. It's completed by 6pm. But now we won't get the phone until Friday! The website states that if a claim is completed by 12 am CS/ES they phone will arrive the next day. Well someone is lying because the CSA told me they can't change the shipping at all and it will not be here until the 30th. Well my son is going on a trip on Friday and of course needs a phone while he travels. I want a 2nd working replacement phone by tomorrow. Ugh I am so mad! This is ridiculous! [protected] Claim [protected]-I have it memorized by now!

I lost my phone on July 3rd 2018 and filed a complaint with asurion and they approved my claim and took the replacement fee of $278 with taxes. They have accidentally delivered it at a wrong address and, from last 4 months I have been calling them every single day and, they are saying that it is going to take 24-48 hours, every single time. Every single time they are repeating same sentence and, I have no phone. Also I asked them what kind of review is going on and then, they are not able to give me any information. I am an international student and, I am not able to use my phone from last 4 months . They are deducting my insurance every single month and still they are not able to provide their services. I am feelling so helpless and, have no idea that whom to contact to resolve this issue. Also, all the supervisors that I am contacting along with their care solutions team always say that they cant help me with that, then god knows who can. I really expect them to come up with a solution this time. If they cant review my account and know where the phone that they sent is right now, then I must say that they failed as a insurance company and also, no one should get insurance from here. Instead of making Life better it is making it worst for me. I have done all possible things to get my phone but, the staff is ver rude and unprofessional. Asurion as a company should understand that none of its customers can wait 4 months for a phone review being done. I am a university going student and phone is super important to me. Also, I am An international student and I am not able to contact my family due to this. I have no words to describe the pain I'm going through.
My details are:
Name: sonia shori
Phone no. [protected]
Full freedom mobile adrenaline is : 8938 147A st. Surrey, bc v3r7z8.
Hope it get a convincing response this time!

Claim number [protected]. I spoke with Steve from ATT to help me to reach out to saur ion regarding this matter I've been dealing with for the past going to 4 months. I returned the item that asurion shipped to me on 7/09/18 the tracking# 42056901920239010705182408087 it's a usps. I called after a few days to verified if they received the item. I was told by the asurion yes the device was received. I had asked when I can get the credit back to my acct. I was told it would take at least 2 statements. For the past months I am not seeing that happening. Even the ATT was helping me out to solve the problem I'm dealing with. On 10/15 spoke with Steve from ATT and he called out to asurion to check the problem. Steve (Att) spoke with Diana from asurion headquarters that their going to take care the problem . And now it's going to be 10 days again... NO RESOLVE YET EITHER. I'm going to wait till this month until I file to court house to a small claim about my experiences about this issues. I'll ask them to pay me for all the stressed I dealt with for the past 3 months. I even called Att on 9/11 and I asked the Att to check the device of my daughter's cell and the device they asurion shipped it to me. Everything was all correct. I asked to speak to a supervisor his name was Dino - if you think I shipped a wrong device.. why did u guys return the item I shipped to your company asurion.) he didn't response but he said it was after 30 days already so asurion is no longer responsible. I'll make sure to bring all the documentation I have to the small claim.