Asurion
reviews and complaints

Back on May 22nd my uncle lost his phone and they sent a replacement phon. A week later his new replacement phone was stolen so we had to file another claim but this time needed to complete and affidavit . They sent a new phone which was fine, but then they sent a second replacement phone. and block the first the phone they sent out. We were then told to send back the 2nd replacement phone and keep the last one they sent. We did just as they asked and now it's been over two months since we received a credit. The admitted their mistake by sending two replacements phone for the stolen device and said we wouldn't receive a credit. Now after two months of waiting for the credit they are saying they never received the second phone back. I would like a refund ASAP for the phone we sent back.

My mother broke her phone last week and on the 18th of July 2017 she made a claim. Gave them her information and was told someone was going to email her the forms she needed to fill out and send back with a copy of her ID. She is not computer savy to know how to do it all online. Anyways she sent it in and was told that someone would "call" her. She has been waiting a week for this call. So she asked me to find out what was going on since she is at work and the sprint account is in my name. I called today 7/25/17 and spoke with someone over the phone who then told me that they never received the documents. So I then printed the forms and copied my id and sent in the information to get the claim handled the fastest. THe lady on the phone also told me it would be 48 hours until I heard from someone so it was very frustrating. I started a chat about half hour after sending in the information to make sure it was received and going to be processed. That is when I found out from the chat agent that the first set of documents (the ones my mom sent in) were rejected but couldnt tell me why. My mom nor I was ever contacted regarding the rejected paperwork so how is someone supposed to know it was rejected. Also it should give a reason as to why it was rejected. All the person online could tell me was that its because it couldve been blurry but he wasnt sure if that was the reason. He then informed me the MY documents had been received and I should get a call within 8 hours so why was I originally told 48? I got 2 completely different stories in the matter of the same hour. So not happy about any of this!

I purchased and set of headphones and a 2 yr replacement plan from Walmart. When they quit working I took them back to Walmart and they informed that electronics are only eligible for return for 15 days and that i would need to contact you guys. I contacted you to file a claim and you told me to take them back to Walmart. After taking them back to Walmart again and being assured that we would have to deal with you we called back. After holds and all kinds of different people telling us to take the product back to Walmart we finally spoke to someone who acted like she would be able to help. No such luck. We were instead told that the headphones "should be under manufacturer's warranty" and that we should "just contact the manufacturer." So honestly, I'm trying to figure out why in the world a) you're selling this plan if you aren't going to honor it and make it easy for your customers to get replacement products, and b) why I was dumb enough to buy it from you. I've rarely been so frustrated with any process in my entire life. The level of ineptitude was seriously astounding. But I've learned two very valuable lessons. First, NEVER buy any electronics from Walmart. Go to Best Buy, pay for their replacement plan, when your product fails they give you a new one IN THE STORE AT THE SAME TIME YOU BRING IT IN...amazing concept, right?!?!? Second, NEVER purchase anything from Asurion ever again! You guys are a complete racket with ZERO customer service!

I followed a claim for a broken G5, and has been almost 2 months and I didn't get my cheque yet. Supervisors never answer or return call, customer service person lie to me twice saying that they already sent a cheque, but next day I called again and They still have my cheque.
On may 31 I got that email with my service request number [protected]

"Good news! We've received all required information to process a reimbursement for your claim.
Getting you back to normal.
Your reimbursement will be issued within 24 to 48 hours and may be used to purchase a replacement phone. "

Since that day, just came lies and lies about my reimbursement. They say that " If you have any questions or do not receive your reimbursement within 5-7 business days, please call us at [protected]. Even though receiving a reimbursement fully delivers on the promise of your plan, we're here to help with any new products you choose to protect in the future. "

Has been two months and no solution yet. I want my money and a sort of compensation.

I filed a claim for a lost cell phone which belonged to my son. I received a confirming email stating to check the status on their website. I did this and followed the instructions. When accessed it showed a fed ex number for shipping. I opened that window and fed ex stated it had no record of that shipment number and to check back later. I checked several times with the same response each time.

I then accessed their chat line where I was informed that my claim was denied due no no airtime. Never heard of that since the account has always been current including asurion coverage payments.

On April 18, 2017, I called Direct TV and advised them I was closing on a new home on April 25, 2017, and would be moving on April 28. 2017. I said I was not interested in taking their service with me to the new place. I was told it would cost $425.00 to cancel the so I said I would I met the installer on April 26, 2017, and the satellite was installed. I moved into my new home on April 28, 2017, and received keys to my mail box on May 1, 2017. Among the correspondence therein was a letter from Direct TV. It was a work order dated April 18, 2017, apparently sent to a house I had not closed on yet and they had my current address. It states 1. check my order, 2. review DirectTV video installation appointment, and 3. review your DirectTV agreements. It further states that by accepting the "Movers Deal" I would be agreeing to a new 24 month agreement none of which I had the opportunity to agree to as it was not received by me until after the installation was complete. After reading the installation order I could have cancelled the order, broken the agreement, and called it a day. I called DirectTV and explained the situation. I spoke to a representative named Beau and was given a credit which did not appear on my bill. I called DirectTV again and conference call between ATT, DirectTV and myself. The charges were waived and the ATT account was closed. My DirectTV account was opened under account #36692 with a balance due of $57.99 which I have paid.

The warranty that I bought through directv was completely useless. At the time I did not know that directv would not be fixing my tv in their own, but they would be outsourcing it to Asurion. I spoke to 6 different people with directv that said "yes, this is covered and will be fixed" everyone with Asurion refused to fix the issue. They need to make sure the people selling their service warranties know their rules, because this is obviously not the case. Horrible customer service and zero desire to make things right for the customer. I will NEVER deal with these people again.

4/30/17 made a claim on a broken iPhone 6. The replacement phones battery drained down so fast it was useless.
5/10/17 made another claim on that phone. They sent me another one that had really bad signal strength.
6/4/17 Received another replacement after 2 weeks the word searching came up in the top left corner of the phone. Advice from ATT tech was to go to an ATT store and get a new SIM card . I did and it didn't work
6/20/17 I am expecting my 4th replacement phone.

Asurion kept telling me that it was ATT problem and ATT kept telling me that it was an Asurion problem.

Spent many wasted hours on the phone with both companies and also Apple. Also 3 trips to the post office to return phones and now there will be a fourth.

The only offer that I got to resolove the issue was from ATT who would take 150. off of an upgrade. It would have cost me 550. to upgrade to and iPhone 7. That is not a fair resolution

Asurion has processed to fraudulent claims on my account. Despite multiple calls, hours on the phone with both Sprint and Asurion, they:
1) Processed a second fraudulent claim, even though I gave instructions to Sprint & Asurion that there would only be one address that our phones would be shipped to, subsequently I changed all my passwords in March of 2017 when the first fraudulent deductible was charged to my bill.
2) They have yet to issue me a credit for the March 2017 fraud.
3) They processed a second fraudulent claim @ the beginning of June 2017. I now have a legitimate claim and they will not process.
4) They emailed me to call the Sprint claims number, I get a Verizon provider.
So far I've been charged $400 with no credit in sight. I cannot get to the right department with the information they provided- I've paid for insurance for years, now that I need it I cannot use it.
Neither Sprint (12 year customer) or Asurion (6 year customer) has offered any sort credit or compensation for the time and money wasted, I can't even get my $400.00 back.
There's something very wrong here.

I received a replacement phone from this company. I rejected the phone because my old one started to work. They received the phone in January and it posted early February. It's May and I still have not received my refund for that phone. I was told after 2 months I would but I did not. I do not have the phone and I'm out $75 because this company has kept the money.

On May 13th 2017 I accidentally ran over my phone with my riding mower when it bounced out of my pocket. Went to verizon, they said, "You have asurian insurance that should be covered. Called Asurian, yes it was with a $149.00 deductible. Paid them, ordered new phone. New phone came on Tuesday, went to verizon, they helped me set it up. Wednesday morning I try to use phone and no one can understand me on the phone after 3 tries, I know its the phone, I call asurian, they try calling and they cannot understand me. So, they start the process of sending me a new phone, receive Friday. Go to verizon, get it set up. Saturday night it starts "flashing" . Call Asurian on Sunday, they say I have to call back different number other than my cell to do a phone check. I don't have another until I go to work on Monday, I beg her, telling her i'm going on vacation. Nope must call call later from another number. Well now i'm leaving for vacation on Wednesday and I'll never receive it on time. So, on Tuesday I send the Broken phone and the "unhearable" phone back. I wanted to transfer my info from old phone to new phone that worked, but now that is impossible.
Travel all day by plane Wednesday to visit family in New Mexico, Call Thursday, they cannot do anything until they receive unworking phones back. Third phone is not working, LED screen "flashes" constantly . Now I have no camera for Nieces Graduation, no way to text family when we're out shopping as to when to meet up or get lost. No Suri when I got lost in Detroit on way home. On Saturday they tell me ok, we received your old phone and our broken phone back, so we'll send you a replacement for your THIRD, but we cannot get it to you until Tuesday! This after they sent be TWO BROKEN PHONES! So Tuesday, my last day with family, I wait all day at my Sister's house instead of going out for phone, waited until 5 no phone, they said it would be there by 7, wait till 7, no phone, go out to dinner, come back sticker on door, "Sorry we missed you". Had to get up at 3:30 to leave at 6 am, still no phone. As I sit here Wednesday 5/31/2017 I have not had a phone since 5/13/2017 and no resolution in sight! I have paid the $149.00 deductible plus $11.00 per month for at least 18 months. probably longer. That's $198.00 plus $149.00 to be totally frustrated! I will be posting this to other sites. Mary

I have an iphone6 that was damaged when it was dropped. I went in the Sprint store and took the phone. I was told the deductible was $100.00. However, Sprint could not process the claim because the "find my iPhone" was turned on and had to be turned off. I went to the Apple Store and they walked me through how to do this. Once I completed this, I returned to the Sprint store and brought the damaged phone. I was then told that due to the condition of my phone, it is now $200.00. Well, this is the same phone I just brought in a week ago. How do you decider which damages are $100 and which are $200? I have read and re read my contract and see no such explanation. I am so disgusted. I have 4 lines on this account and am ready to switch companies because of this matter of inconsistent stories. $200 to repair a phone that I pay insurance on is rediculous. It feels like Sprint and Asurion care nothing about their customers.

In February my iPhone 6 got damaged and Asurion replaced it for a $200 deductible I had to pay. I did the paper work online in less than 30 minutes. However the replacement phone was a "lemon": it did not behave like an iPhone. When you push the buttons they take a long time to respond to the intended clicks. The problem got worse to the point where the iPhone behaves like it is "possessed" with multiple buttons are pushed by themselves without me touching the screen: IMAGINE ENTERING PASSWORDS IN A "POSSESSED iPHONE..." It made it almost impossible to enter passwords.

When I tried to get Asurion to replace this non-fuctionning iPhone, that could not be done online: their website claim process only addressed damaged or lost products, which require a deductible. When I called Asurion they bounced me back and forth to nonsense extensions. So I had to call AT&T and told them right up front that I could not let them waste my time again: they resolved the problem in over 30 minutes and the second replacement iPhone (iPhone B) was shipped soon after.

I was glad to see the 2nd replacement iPhone (iPhone B) because I thought it would solve my problems because I depend on my iPhone for many professional and personal activities in my life... Then much to my disappointment the 2nd replacement iPhone (iPhone B) began to behave the same way the earlier "lemon" did: the buttons and the sliders did not work faithfully: an iPhone that does not behave is a real nightmare.

The AT&T part of Asurion is off on weekends, I have to call them on weekdays. So I called AT&T at 611 and explained to me my frustration with the insurance plan. They even recommend that I upgrade to an iPhone 7 whereas I currently own the iPhone 6 and I would lose my iPhone 6 if I upgrade. then they referred me to the extension for asurion warranty replacement. I spoke to an Asurion person and I told them to make sure they test the new replacement iPhone properly by acceptable refurbishing standards before they send it to me. I did tell her that I would write to Senator Chuck Schumer if the next replacement wastes my time with defects... They kept me on the phone for over 2 hours and never came back till I put the phone in my pocket and the call got disconnected as soon as I put the phone in my pocket.
I took snap shots of the call: it was a nightmare...

Cell phones are very significant tools in our daily lives, that's why we pay for insurance on cell phones. when the insurance company replaces these valued devices with a refurbished version, they must take precaution to ensure quality performance in the replacement device. Otherwise it adds more frustration in our lives when the replacement for our beloved device behave like a "possessed" piece of electronic. These defective devices are ennoying because we cannot get our desired tasks done. Worst of all, the insurance company wastes our time on the phone. The waste of time on the phone is a major deterrent for customers not to call them. I think some important intervention is needed to prevent this waste of our time.

Sincerely,
Harry F. Crevecoeur, MD

I have been sent an email saying my insurance policy for a device I have not got will be $8.99 per month.
The email used to contact me is linked to my iTunes account but I have never contacted or communicated with Asurion before. (I hadn't heard of them before today) They have said that I have taken out an insurance policy for a wireless device supplied by AT & T. I have no dealings with AT & T.
I am trying to contact Asurion to resolve this issue but cannot find any contact email for them.
I don't have social media accounts that they suggest I use on their website.
I live in the UK and will not be making international phone calls to the USA.

My wife purchased a Samson galaxy S4 about 18 months ago with a 2 year protection plan. About 6 weeks ago the phone started acting up and she finally called Assyrian to see what steps to get a replacement. Received shipping label and sent in bad phone and received a replacement about a week later with no sim card. Called and followed steps to get a sim card. Got one about a week later and it didn't work. Called and got instructions to get new sim card, about 5 days later, got new sim card and still didn't work. Called and asked for e-gift or check since phone not working. Got new shipping label and sent in with promise of e-gift card. 3 days later received email stating phone had been received. Called next day to ask about e-gift card and first was told no record, then after degrees of frustration and repetition, they magically found the record. Told wait 72 hours! Hung up, dissatisfied, thought it over and called back for better explanation. Again, no knowledge of her situation, apparently each rep works on their own private network, because we get different information and stories from every single person we talk to...Next wait 5 days for phone to be inspected, THEN additional 72 hours for gift card. Called back after 5 days and AGAIN no record. Had to forward THEM the email stating THEY received phone, and ANOTHER copy of original receipt with protection plan, just to begin the processing. Asked for reimbursement of 30 dollar fee for phone inspection, due to such inconvenience not to mention paying for a whole month of phone service that wasn't used. Told they would look into it...Yeah, I'm holding my breath...Not sure how much longer my wife will go before she breaks down and just buys another phone. But I want someone to know how extremely dissatisfying this is and what a bad taste it has left in my mouth. I plead that someone makes this right, but I have zero confidence at this point.

I filed a claim for a malfunctioning LG4. I was told that I could not get a replacement LG 4 that I needed an LG5. I voiced my concern because I had all the accessories for the LG 4. The person I was dealing with assured me that the LG 5 was an upgrade and that the chargers and connections where all the same. The LG 5 takes a micro usb port type "c" and I was forced to purchase all the accessories for the LG5. I have called assurion 7 times since to resolve this issue. Each time I was sent 6 car chargers for an LG4 and 1 occasion, sent some ear buds. All I want is the correct car charger and maybe a home charger with a 6' cord or longer for my frustration. I was lied to every time when I wanted to speak to a manager, I was given over to another agent that I heard laughing in the background and refusing to give me a name. I am beyond mad at this point. I want to speak with someone who will solve the problem and not think this is a game.

We pay AT&T for replacement cellphone insurance coverage. We filed a claim. Asurion, the insurance company for AT&T shipped us a used phone that did not work properly and had no battery life. We reached them and they were difficult and rude to deal with. They finally sent another phone and this one is bent and the screen doesn't work. This company, Asurion, that AT&T contracts with is terrible and AT&T won't make an effort to get Asurion to help us.
We plan to leave AT&T because of this. The insurance they offer is not backed up. In short AT&T and Asurion do not keep up their commitment.

I returned a damaged phone after paying deductible through my Sprint phone company. Now Sprint is saying Asurion did not receive damaged phone I mailed back in the envelope they sent me. They are charging me almost 600 dollars. This has been going on for 4 months. It's horrible! No one will help me. Utter rip off all of it, Sprint, Asurion. I hate this.

I purchased the iphone 6 plus for my daughter in dec of 2015 at&t at the time recommended that I get insurance to cover the phone. Since it was a high end phone I went ahead and got the insurance. I thought at the time that at&t was providing the insurance. A short time later the phone was stolen. When I started the claim process I discovered the phone was insured through asurion. The claim was denied because according to asurion I did not have insurance. After locating the documentation proving that I had insurance I was again denied on my claim, this time because the phone had been used after the incident. Sense at&t sold me the insurance I went back to them for resolution. At&t refused to provide me with any help.
Below is the email I copied from asurion.

: asurion claim information

I'm sorry, your claim cannot be completed because our records indicate that either the
Device you claimed or the sim card for that device was still in use after the incident date,
And therefore cannot be covered by your insurance program.

For more information, please review your policy's terms and conditions located at www.Phoneclaim. com.

Sincerely,
Asurion

I strongly advise against anyone purchasing insurance with asurion.

I lost my phone yesterday and I called Asurion for phone replacement which was done successfully (Samsung Note 5 - 64 GB). This phone I suppose to receive by today; however, due to some issue from UPS side I did not received.

When I called Asurion, one executive told me that it will take next 3 to 4 days to receive your phone as we don't have same mobile in stock. I told I can't wait as I am planning to travel and my interview is also going on so I can't afford waiting, she offered me Galaxy S7 edge which I denied then she offered me iPhone 6s Plus. I asked her if I can get iPhone 7 Plus and she said yes you can get it but it will take 7 to 10 days. I was trying to negotiate with her about my selection as I want my phone ASAP but don't want to buy any other then Note 5 or iPhone 7 (which she offered me). During discussion, call got disconnected.

When I called back some other agent said that you can't get iPhone as you are using Note 5, I said I am fine but I need Note 5 64 GB which I had and if possible I can even pick up from anywhere available within 1 hour drive but he said it is not possible and other option is to buy phone from store by paying full amount and we will refund you. I said I don't have that much money with me if you want you can pay and I will collect from Sprint store.

He transferred my call to some supervisor who was very rude and he said don't repeat again and again, whatever I can do I offered you. Do you want to continue or not, I said no you have find some solution for me. He said you can talk to director office for complaint and I said fine, and he transferred my call to director office which went to voicemail. It was so unprofessional that he did it purposely just try to get rid of my call.

When I called back I explained everything again to the sweet agent and she explained me that she cant offer me any other phone apart from Samsung Galaxy S7 edge, and she said I am keeping this offer for you so you can decide and claim it. Very nice of her and forced me to rethink.

When I called back and tried to talk to an agent that I want to replacement with S7 edge then she said fine we can do that but we can only offer 32 GB, I said I have 64 GB so you should provide me 64 GB. She said she cant help me with that as system is not allowing her then again she transferred my call to supervisor and she offered me gift card of 40$ to compensate of 32GB. I was pretty fine with that and I was sharing with her my experience so far about iphone 7 plus and she said it is not possible we can't offer iPhone 7.

I said you should not say that it is not possible as I am not lying and you can check your recording, she said I don't need to check that but I am sure we can do that she said if you want you can talk to Director Office and I said they are not available and she arranged a call back for me. Then I said to process with my request and she said she can;t now you have to talk to them and they can only help you further.

IT IS REALLY ANNOYING AND FRUSTRATED THAT YOU ARE PAYING FOR THE INSURANCE SO THAT YOU DON'T SUFFER FROM THIS SITUATION AND NOW I AM WITHOUT PHONE FROM PAST 2 DAYS AND THEY DON'T EVEN CARE TO SOLVE MY ISSUE.

I REALLY WONDER THAT HOW CAN THEY TREAT THEIR CUSTOMER IN THIS WAY (SPECIALLY SUPERVISORS).

This whole conversation has changed my mind for Asurion and forced me to write a complain in possible way.

I have interview lined up and they din't cared to solve my problem.