Asurion
reviews and complaints

I have contacted Asurion after going through Pro-tech and the conclusion was that Protech determined an issue with my sound quality.

While Asurion sent me a check to buy a new phone, there is still an issue of the old phone being financed and I am being charged (twice) to replace my phone through Asurion. This time is $259 for a phone that was determined not to have appropriate sound quality and last time (around March or April) for phones with poor sound quality.

I need the charges taken off, the phone paid off so that i Can start over. I had to take the initial phone that I bought to the Apple store to have the touch screen replaced three times. After that, I believe I have had 6 or 7 phones sent to me with the sound quality issue. Insurance is not beneficial if I am paying to replace a phone that is not working and still financing it.
As I said, I was sent a check to replace it, but I am still paying charges from Asurion as well as financing a phone whose issue has not been resolved.
I need help. I need a remedy from the charges, and I need to not finance a phone which does not work.

Hello, on 7/20/18 i opened a claim in regards of my stolen iphone. i first called AT&T and they suspended the line and told me to call asurion to open and file the claim so i did. i spoke to one of your reps the first time i called and they emailed me over some documents for me to print out, sign and send back to finish filing the claim. i followed the instructions and sent the signed documents & attached my id on the asurion website around july 22nd. since then i never recieved a phone call nor an email. i have been following up since monday 07/30 to ask if the claim is being accepted and what is going to happen from here. however on monday when i called asurion i spoke to a guy and he said the claim was denied because i had added insurance the same day (monday 07/30) i was very confused b/c i have been having insurance on all my lines ever since i first got and added these phones. the rep tells me to call AT&T to confirm my plan and coverages. i called AT&T and the rep there told me i did have insurance and that she was gonna leave a note on the system. the rep from AT&T then said follow up with asurion again and they can help you out now. i call asurion back yesterday (wed 08/01) and the lady from asurion told me she didnt see any note and she said i dont have insurance. i have been left on hold for so long and i only have a 30 minute lunch. again the rep from asurion told me to follow up with AT&T AGAIN. so i did today 08/02 and the rep from AT&T told me again that i DO have coverage for my phones. i wasnt able to finish the call b/c i had to come back to work. im HIGHLY upset with the service with BOTH AT&T and ASURION. i did as told by sending back documents and following up but im getting really bad service in return. i have been without a phone for 15 days now and IM the one following up with the claim. i need to know what is going on.

I have had an at&t account for years and have used asurion once before and it was no trouble at all. This time was a different story.

Submitted the claim online initially. There was a technical problem and I was prompted to finish the claim via phone call. Took some time but I entered all the account info (including the passcode for the account), the details of the claim, using the "1 for yes 2 for no" robot system. Then wait for a call back.

In about 15 minutes I get a call from this employee. From the beginning she seems confused. I go over all of it again with her, tell her I'm the primary account holder issuing a claim for another number on the account. Told her my phone number 3 times and spelled my name out for her. Did everything possible to give her the correct information. She says that the passcode is incorrect. Says the name on the account isn't even close to the name I've given her. At this point she is being blatantly rude. Tried to explain she must have entered something wrong. She refused to admit it and ultimately transferred me to some random att tech support number which redirected me back to asurion in the end.

After all this I had spent over an hour on the phone, less than 5 minutes of which was spent talking to an actual person, who happened to be amazingly rude and terrible at her job. Gave up. Went back to the phoneclaim website. Managed to successfully submit the claim with all the same information.
Really could have done without this employee basically calling me a liar and giving me the shaft when she realized it was her mistake not mine.

I sent in my phone for replacement, received a phone that was smaller and lesser value than the phone I purchased. This was over 2 weeks ago. I called about the replacement phone and was sent a label for the phone. I sent the phone back in and have had to jump through hoops to find out when I would be reimbursed. It is going to take an additional 6 days to receive a reimbursement. It didn't take 6 days to collect my money for the protection plan. This is ridiculous and I have been treated like I am begging or stealing, behind a product that I purchased and paid for. I spoke with a supervisor name Chase (500452), after being on hold for ever. He has no concern for customers and his goals is to not have to deal with them. I am very dissatisfied with the treatment I have received during this process. It should not have taken this long. As a representation of Wal-Mart you all should value their customers more.

I have an insurance with asurion partner of freedom mobile. i lost my iphone 8 64 gb 3 weeks ago.1 week after i received a refurbished iphone 8 which have missing screws on the body. Screws on bottom which secure the body casing of cell phone was missing. i complaint and send it back to asurion on thier prepaid envelop. asurion warehouse received a phone on monday. Before that 3 times they give me guarantee that as soon as their warehouse received a cellphone, they will send other phone. Now its more than 3 days and 48 hours i have not received any cell phone and no update about phobe. I am paying monthly fir insurance and i paid the deductible for the phone as well. Please take an action or make a decision for my cell phone. On top of that i need my money back as well. as they betrayed me and sent a damaged phone.

I have had to replace my phone 5 times this year and have the touch screen replaced twice. I took my last replacement phone into AT&T today. ProTech could not fix the sound quality. AT&T is replacing this device. I have spent close to $400 for phone replacements through Asurion over the last few months. [protected].
Since this replacement is being replaced by AT&T, I do not feel that Assurion should charge me due to sending - once again- defective equipment. I would appreciate a credit to my AT&T bill for this last phone since your replacement was once again defective.
Thank you,
Deborah Schaum

I very dissatisfied with the fact that I purchased a brand new iPhone SE in May 2018 and my screen cracked in June. I had Asurion to come and fix the the screen and that went well. However, later when I talked on the phone then the phone sounded distorted and did not sound clear. So, I called Asurion back and I was told that they would replace the phone but it would not be new but refurbished and certified repaired. My problem with this is that I just sent $369 for a new phone and providing me a refurbished phone a month after I bought a new is unacceptable. Consumers need to know this information upfront so that they can make a comparison on warranting the phone with the manufacturer of the phone., like Apple, or with your company. I don't like the fact that I have a new phone and now I will be sent a refurbished phone. Unsatisfied. Also, the Verizon technician said it should like the phone speaker was not set back correctly which may be the problem and I did ask if that Asurion technician can come back and recheck the problem but your company said they could not. Again Very Disappointing! Next time I will go with Apple Care instead of Asurion.

Dates of service 5/17/18, 12/15.17, 9/6/17 .
Possible Client number 3036130-A
Have sent in my tablet on these time, plus few more that I have no records. For complaints like, slow, usb, etc. and these were fixed. But the problem that has been ignored is the fact that the tablet goes blank. For instance when I have something on the screen and give it to someone to look at it, it goes blank, or when I have it down on the table and stand it up, it goes blank, If I am using it and just move it slightly, it goes blank. and each time I need to shut it off and on to get the info back. This happens often. The reason I don't send it immediately, I am a photographer, and use the tablet to show pictures to clients. Each time I don't have it, I loose money.
Since I have sent it back so many times, I am requesting a refund on my tablet. I have been an Asurion customer for many years, and think it is a good company.

Verizon advised service for screen @ $29.99 thru insurance and they will come to you or you can go to them to get repaired. They advise you to file a claim (#439699279 on phone claim.com.. Asurion tells you they will review 3 hours.. Asurion comes back 3 hours later and advises you are eligible and it will cost $29.99.. They have you go back and complete the claim documents.. But not once do they mention that they have no local places.. No one is coming to you and you cant go to them. So after doing all that.. (mine you they have all my info - zip code and could have advised me at the beginning) it comes back and says I have to mail my phone to them and be without it for 3-4 or more days. So I call them (spoke with jovan) and she goes into lecturing me about the courtesy service they provide to me (I have paid $13.99 per month since 2011 for this service along with my bill) I advise that I work from home and cannot be without my phone for 5 days and ask about a loaner. She goes on to tell me that my only option is the other courtesy which is a discounted replacement that would cost me $149.. What? She goes on to tell me that it is my problem that I dont have another phone and that is not what this insurance covers. She constantly interrupted me by stating this is the insurance courtesy plan and she apologized that verizon misled me. I advised her that the asurion claim process should have advised in the beginning that their wasnt anything local as well so they are at fault as well. She then says.. Well I dont know what you would like us to do as these are your only options and you need to contact verizon. This is terrible customer service and I am paying for this. Needless to say, I cant be without my phone for 5+ days so I am left to try to figure something else out. I am on hold with verizon now... And of course I doubt very seriously if they will be of assistance. I will be cancelling the insurance and possibly leaving verizon after this ordeal

This company handled a delivery of a package and phone incorrectly. First, I stated my apartment number more than one time for it still not to take. Second, I call ups to reschedule or pickup my package and it wasn't allowed due to asurion having restrictions. Third, I call asurion to address it my rep jaqula says she has heard may times about a restriction but there is none.? If u heard this why isn't it resolved within the company. She then tells me to call ups to refuse my package, and then call them back to change to needed address. What an inconvenience. I call ups for them to cancel, that rep tells me that if I refuse the package it's going back to asurion and reshipped out with a new label. Why isn't there any communication between these companies. I am sooo irritated.

I called to file a claim for a cracked screen. I was told when I signed up for verizon that it was $30 screen replacement with asurion insurance. I was put on extended hold while representative tried to locate area where I can have it fixed. Finally, i was back with a live, different, person. Then redirected back to claims center to yet another new person only to here that you dont offer that at this time. What kind of crap is this?

I have an extended warranty with insurance company Asurion (www.asurion.com), and I have made a claim, accepted by Asurion.

After getting my claim file number, following the instruction provided by Asurion, on May 28, 2018 I submitted all three supporting documentations (prove of purchase, product warranty policy and repair cost estimation) required by Asurion.

I have heard no response from the Asurion after that.

I have followed up two times since then, asking for case status, requiring speaking to manager, but Asurion has never responded.

I must say I was extremely disappointed with the customer care and service I received from your company. I rarely go out of my way to write reviews, but this is something that should be acknowledged because you guys have a huge growth in opportunity. My claim number is [protected] and I by any means am looking for anything for free, I would just like to share my experience. As a first time user, I set up an appointment a week in advanced. The day of the appointment I receive a call stating that the appointment has to be rescheduled due to the technician not having the correct parts. This baffled me since all the technician needs is one part (the screen) in which he had 1 week to get. But, no problem.. We rescheduled the appointment to the following saturday from 11-1. Which by the way was a hassle to get as they didn't really seem to concerned to fit me in at the next convenient time. Regardless, I took it. The day prior I receive an email stating that my oappointment was now rescheduled for a later time 1-3, which I could not do, due to a prior engagement. When I called to see what was going on I spine to 5 different people, was on hold for a total of 1 1/2, was hung up twice and was told my only options were to wait 2 weeks, take the later appointment for saturday (which I couldn't do) or take a morning appointment on thursday, which I could also not do, due to an ultrasound I had scheduled. Not one employee or manager apologized, cared to work with me nor seemed to care about inconveniencing me due to their lack of organization. When I finally tell one of the representatives that I will work with the saturday 1-3 appointment as long as I am the first person they go see I proceed to find out that there aren't even any appointments nor technicians available on saturday and if I wouldn't of called or had plans I would of been waiting from 1-3 for absolutely no reason. At this point you can imagine how upset a 9 month pregnant latin woman was. When I demanded to speak to another manager I again was out on hold for about 15 mins to be hung up again! At this point I am fuming! But, then I received a call back from juanita from tennessee. Thank god you have her working for your company. She is the only person that even cared to figure out a plan and accommodate my needs. She was so pleasant and just seemed to genuinely care. She came up with a solution and I actually received way more than what I was expecting. I received a new phone the next day for the price of fixing the screen, which by the way I find funny. Not that it matters to me, but your company clearly states that you don't get charged until the service is done, yet I got charged the day I made my appointment. You might want to take that part out if you're not going to be following through! Regardless, it's not even that I received a new phone.. It's more of the fact that 5 representatives/managers could care less about my situation. They weren't trying to work with me nor come up with any solution for something your company kept on dropping the ball on. That to me seems absurd. Just you guys expect me to pay my insurance every month, I also expect to be serviced by your company when needed. So, this is my experience and although it was horrible you guys are lucky to have a person like juanita that genuinely cares about her customers and their needs. Thank you again juanita! And assurion, if this isn't a huge opportunity to attend to in your customer service department, I don't know what is!

My husband made a claim with Asurion in late 2017. He had to purchase his own replacement phone as Asurion had no models left of the one that was damaged. Was told to purchase new phone before early February, which he did in late January (Service provider for his phone is Rogers (in Canada), and Rogers changed from Asurion to another warranty company in early February 2018). Faxed claim, copy of receipt to Asurion in early March, 2018. No response received from Asurion at all. Called in May 2018 and have been told they will not honour the claim due to the time it took to get the copy of the receipt in. Understand that, however at no time did they let us know there was a deadline to submit the receipt, only that the phone had to be purchased before early February. If they had let us know there was a deadline to fax the receipt, we would have ensured we met that. Now out the cost of the phone - $810 ($1010 less $200 deductible), plus we paid into their warranty program each month ($10.00 per month). Asurion was not clear regarding what they expected from us.

My phone was stolen May 12, 2018 two days later I filed a claim stating that my phone was stolen and then waited three business hours with no email in return when I was email it said my files cancel I found another claim . After that I was emailed to contact them they told me over the phone that my father was canceled because my service was still an active in the meanwhile I was on the phone with Sprint at least four times before that no one thought to tell me to disable my service so that I wouldn't be charged . So I called sprint disabled my service and Called asurion back they then told me to file another claim which I did the same night like five hours later I got another email stating that they needed my credit card information and my shipping address I then proceeded to give this information . But it said will contact you in 24 hours it's now been two days still no phone . I've been paying for insurance for at least five months now I think I deserve good quality customer service and a new phone just like everybody else I should not have to wait four weeks to get a new phone I'm a very busy woman and I often need my phone please contact me at Marshall.[protected]@gmail.com so that we can proceed on me getting a new iPhone 7 Plus. This has to be the worst experience at Sprint and using Asurion.

‎Sergei Bokov‎
to
Asurion
14 hrs ·

My IPhone 8Plus was stolen and I have filed a claim on Tuesday, May 29, 2018 at approx. 12:10pm PST over the phone call and a customer service rep. has confirmed that I will receive a new devise on the next following business day, Wednesday, May 30, 2018 between the hours of 8am and 7pm PST. Also I was told that I will receive a confirmation e-mail with the tracking information within an hour. I have never received any e-mails nor calls. When I have called Asurion the next morning on Wednesday, May 30, 2018 the rep. has told me that there were no any claim filed and/or no records. I insisted to talk to the supervisor who has explained to me that there was some system updates and errors and my claim was manually processed. She has assured me that my replacement device will be delivered by the end of the business day by 7pm on Wednesday, May 30, 2018. I have called at least 7 times and spoke on the phone with different reps and their Supervisors who kept lying to me that I will receive my devise by 7pm on Wednesday, May 30, 2018. Never did. I have explained to all Asurion reps that I need my replacement device ASAP as promise since it was a life threatening emergency in my family. They kept apologizing like robots and harassing me with threats.
I have been a loyal customer with Verizon for the past 20 years and has claims in the past through Asurion but has never experienced such treatment. This situation has to be escalated and I wont tolerate such behavior from these [censored] who kept harassing and lying to me. I took it personal and will proceed with legal actions. I will trace them down and will make sure that they will suffer as I did. There are consequences in life and people has to be liable for their behavior.

Not enough service providers in our area. Our refrigerator stop working on the
hottest day yet this year. We spoke to Asurion customer service and the best they could was have someone out 4 days later... um no apparently they can't make appointments just suggestions to their repair facilities? What? How I found this out was by calling the repair place that was supposed to show up to get a better idea as to when that would be and was told emphatically that Asurion could NOT make appointments for them! OH NO (Apex in York PA... the politest rude guy I ever spoke to) So I'm told Thursday was the soonest! Unless it's an emergency... um the fridge is broke not my hair dryer! doesn't that constitute an emergency? Kinda need the fridge. Worst customer service ever. Purchased the Samsung Fridge from JCPenneys and the extended warranty being told how great it was to have in case... well in case happened and rotten food and ill tempers.. the whole deal. Had we known only Apex worked with Asurion we probably would have walked away from the deal.

I called to file a claim about a tablet that I recently purchased. My original purchase was for a 11.6"RCA Galileo tablet. When I finished my claim and did everything that I was asked to do, when it was time for me to select a product replacement the options that they gave me was absurd. There options was for a 7"or 8" tablets that didn't even come with a keyboard like my original tablet did. spoke to a supervisor and they basically told me that I have to pick what they have, forget about why I purchased my original tablet in the first place, which was because of the tablet size and keyboard! What they wanted to replace it with didn't compare in price and in size. I did not get the help that is owed to me, after spending my money.

Our company has a corporate account with Verizon and Asurion is our warranty company for all our corporate iphones. I was placing a warranty replacement online and it wouldn't complete so I started a Asurion chat and the lady started asking me a personal questions such as DOB, current car I drive, cars I have in the past. She was very direct and knew information as to models and years. I told her those were personal questions and why did she need that information for a corporate replacement. The rep insisted it was needed to verify my identity to replace a corporate iphone under warranty. I told her it was not her business to know my personal information and she said for me to call in to speak to a Asurion customer care representative at which I did and was told the same that the warranty wouldn't be replaced without them verifying my identity. Its very disturbing that Asurion would look up my personal history to very a company replacement. It seems if they are to verify my companies phone replacement they should request our companies personal information such as Tax ID number, years in business or their credit history before asking Asurions employee to look up my personal information. Shame on Asurion! This is not their right to ask a common employees to look up my personal information even if it is public information. This is my right to not answer and our company pays for a service that should be handled in a professional manner. [name removed] will not comply and answer these questions going forward and a complaint has been filed with bbb and complantsboard.com. Verizon should request their business customers not be treated in such a disrespectful manner as doing business with Verizon is always enjoyable and professional. Please request this be a correction as personal information should not be shared or provided to anyone on a corporate account.

Hello this is Frank Bauknight. I was trying to pay an insurance claim today (5/15/2018) for my mother because she was unable to talk. I wasn't on hold for 17 minutes and an automated voice asked if i wanted to get a callback without losing my place 8-11 minutes later. It took almost 20 minutes which is fine. But I finally got on the phone with a young lady whom I do not remember the name of, however I understand the security purposes so I asked if the lady could work for me. She was rude, disgusting, fast talking, and impathetic, and just was extremely disrespectful. I asked her if I could call my mom on the other line on 3 way so we all could talk this out after waiting so long. She hung up in my face! This was the most outrageous experience I've had in customer service in a long time that I took time out my day to write this letter. I've used this company before but this experience changes my view on how you guys operate. I've worked in a call center for 5 years. This unproffesioanlosm should NOT be tolerated whatsoever.

Call details:

Date: 5/15/2018
Time of call: 8:28
Length: 2 minutes
Called from: [protected]
Number called: 855-309-8342
Called from: Charlotte, NC 28216