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1.9 481 Reviews

Asurion Complaints Summary

103 Resolved
365 Unresolved
Our verdict: When using services from Asurion with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Asurion reviews & complaints 481

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4:06 pm EDT
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Asurion iphone replacement warranty not honoured

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.

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4:36 am EDT
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Asurion sprint iphone 7 plus

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.

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5:53 pm EDT

Asurion lies

‎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.

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8:14 pm EDT

Asurion extended warranty for samsung fridge

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.

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5:05 pm EDT

Asurion product replacement issue

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.

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2:35 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Asurion mobile phone

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.

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7:55 pm EDT

Asurion rude service

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

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12:43 pm EDT

Asurion iphone 6, google pixel

To whom it may concern a few months to go I had to replace my google pixel cell phone, Asurion sent me a refurbished device Since I've. had to replace my cellphone four times, before now they're finally sending me a new cellphone, Asurion needs to come up with a better method for replacement devices especially for business owners, Because of this I've missed several business calls from clients and I have not been able to speak to a lot of clients because of the malfunctioning issues with the replacement phones I've been receiving. This matter could've been resolved when I made the first call to asurion insurance company to replace my phone!

Thank you again a concerned business owner,

Vesha Walters

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5:32 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.
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Asurion horrible service and been given the runaround

My brother and myself have been trying for days upon days to get his claim pushed through on the phones that were stolen from his truck while he was over the road at work.

Just in the past 3 days I have sent over 27 affidavits in for the devices that were stolen and each and every single time they are kicked back with the exception of one being a note 8. The other 2 are yet another note 8 and a iphone s8+ all stolen on the same day and even though we have done everything that your company has requested from us along with what at&t has asked from us they still continue to kick the remining 2 back at us.

The one was pushed through by a representative that was able to wave the 24 hour hold time and then they tried to do a 3 hour on the 2nd note 8 and they just ended up denying it even though what was on the paper was what they told us to write... We just want the devices that we pay for replaced. I don't understand why they have to make everything so difficult when we have done every single thing that has been asked of us sending several papers over and over and over again. We are paying for phones that can't even be used and frankly we are tired of getting the run around from the people at your company who have no clue what they are talking about to being with. Each and every one of them have told us something different and told us to do this or to do that and each time someone new tells us to do something the claim gets kicked back.. We just want this crap fixed and the phone(s) mailed back out. We are paying for them but yet we don't have the phones. I would love to speak to someone that doesn't have their heads up there butts and can actually help us once and for all. One person was able to bypass the 24 hour hold why can't it be done again other than the simple fact they someone doesn't want to do their job.

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Bob1259
Acushnet, US
Aug 14, 2021 3:41 pm EDT

I have the same thing with the runaround I was told my phone couldn't be fixed and to call assurion asap I did twice and I told them to send it back and she told me I would get an email with my phone when it gets shipped back it's been a week.still nothing I bet they dont know where my phone is.

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7:05 pm EDT

Asurion repair of a phone

My daughters phone quit charging which seems to be quite common w/the replacement phones we get through this company. So sent it in at which I was told I would have it back in "5" business days or less! I was "verbally" told this which seems to be "false and misleading" information provided by "your" company, Asurion! Which in your opening phone jargon you specifically state that any false or misleading information will be prosecuted w/legal action? Really? You wouldn't be in business any longer if that's the case. So I still have no phone and every time I call I'm told oh it will be 2-3 more business days, so on and so forth. So I asked to speak to a supervisor today and per this "customer care specialist" I will "magically" have my phone tomorrow, Aug. 8th 2018. I will update tomorrow as I'm really not optimistic whatsoever that this will happen!

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Jenster
, US
May 08, 2018 7:14 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Get a refund and use another service. If you know it's bad, why continue to do business with them?

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1:59 pm EDT

Asurion customer service

Asurion set an appointment for today to fix something they repaired incorrectly last week, then cancelled on short notice and now cannot set an appointment that I can make. When I called the Asurion 888 number it requested my mobile number which I provided. The automated system said it did not recognize my number and after three attempts it said I should call back when I can remember my phone number and then hung up. If you have alternative to Asurion for mobile phone insurance then avoid this company. Their Twitter handle is @AsurionCares but I can assure you that Asurion does NOT care about their customers.

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11:00 pm EDT

Asurion protection plan issues with asurion.

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.

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3:07 pm EDT

Asurion ipad

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.

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9:00 pm EDT
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Asurion stolen at&t cell phone

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!

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10:50 am EDT
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Asurion customer service/repair

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!

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Update by Judy Gardner
Apr 06, 2018 9:14 am EDT

Well, that was our mistake. We sent it on a P.O. flat rate box. BUT, instead of returning it to us or reading the forms that were inside the box authorizing repair and forwarding it to the proper department, they made it disappear.

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1:39 pm EDT

Asurion cell phone

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.

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7:07 pm EST

Asurion 50" vizo 4k television

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.

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12:10 pm EST

Asurion horrible customer service and overcharged and they refused to correct

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 !

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11:48 am EST

Asurion restriction on my phone/cannot use phone for 3+ weeks

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.

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4:21 pm EST
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Asurion 6s plus claim and replacement phone

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.

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Update by Gina Rapp
Feb 25, 2018 4:26 pm EST

I have tried to use the phone even though it had defects. My camera was not good and pictures were always blurry. The phone would freeze up and make weird noises. I often had to do a hard reboot to just send text messages. The cracks on the screen were only there for one month and I planned to replace screen as soon as I could. With the phone split and no options, I had no choice. I was forced to buy a new one.

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Asurion Customer Reviews Overview

Asurion is a leading provider of device protection and support services. The company has received overwhelmingly positive reviews from customers who appreciate the company's fast and efficient service. Asurion's customer service team is highly praised for their helpfulness and responsiveness. Customers also appreciate the company's easy-to-use website and mobile app, which make it simple to file claims and track the status of repairs. Asurion's coverage options are also highly rated, with customers noting that the company offers comprehensive protection for a wide range of devices. Overall, Asurion is a top choice for anyone looking for reliable device protection and support services.

Asurion In-depth Review

Overview: Asurion is a leading provider of technology protection services in the industry. With a strong focus on customer satisfaction, Asurion offers a range of services to protect and support your devices. Asurion has established itself as a trusted name in the industry, with key statistics and facts highlighting their expertise and reliability.

Services Offered: Asurion offers a comprehensive range of services to meet the diverse needs of customers. From device protection plans to tech support and troubleshooting, Asurion covers it all. Their services benefit customers by providing peace of mind, ensuring their devices are protected and well-supported.

Customer Satisfaction: Asurion's commitment to customer satisfaction is evident in the positive customer reviews and ratings they receive. Customers appreciate the prompt and efficient customer service and support provided by Asurion. Their dedicated team ensures that customer concerns are addressed promptly and effectively.

Coverage and Availability: Asurion operates internationally, providing their services across various regions. Their extensive geographical coverage ensures that customers can access their services wherever they are located. Whether you are in the United States or abroad, Asurion is there to assist you.

Pricing and Plans: Asurion offers flexible pricing options and plans to suit different budgets and needs. Their pricing structure is transparent, allowing customers to choose the plan that best fits their requirements. By comparing the different pricing options, customers can find the best value for their money.

Claims Process: Filing a claim with Asurion is a straightforward process. They provide a step-by-step guide to help customers navigate through the claims process easily. Asurion's efficient claims process ensures that customers receive timely assistance and resolution for their device-related issues.

Warranty and Protection: Asurion offers comprehensive warranty and protection plans for various devices. Their warranties cover a wide range of damages and malfunctions, providing customers with peace of mind. However, it is important to review the coverage and limitations of their warranties to ensure they meet your specific needs.

Additional Benefits: In addition to their core services, Asurion provides customers with additional benefits and perks. These extras enhance the overall value of their services, offering customers added convenience and support. The value and usefulness of these additional benefits contribute to Asurion's appeal.

Industry Reputation: Asurion has built a strong reputation within the industry, earning the trust of customers and industry experts alike. Their commitment to excellence and customer satisfaction sets them apart from other companies in the same industry. Asurion's reputation speaks volumes about the quality of their services.

Company History and Experience: With a rich history and extensive experience in the industry, Asurion has established itself as a leader in technology protection services. Their expertise and longevity in the industry are a testament to their ability to adapt and meet the evolving needs of customers.

Technology and Innovation: Asurion leverages technology and innovation to enhance their services. They offer unique and cutting-edge features that set them apart from their competitors. Asurion's use of technology ensures that customers receive the most advanced and efficient solutions for their device-related issues.

Privacy and Security: Asurion prioritizes the privacy and security of customer data. They have robust measures in place to protect customer information and maintain confidentiality. Asurion's commitment to privacy and security instills confidence in customers, knowing that their personal data is in safe hands.

Partnerships and Affiliations: Asurion has established notable partnerships and affiliations within the industry. These partnerships benefit customers by providing access to additional resources and services. Asurion's collaborations with trusted brands enhance the overall customer experience.

Conclusion: Asurion is a reliable and customer-centric provider of technology protection services. With a wide range of services, transparent pricing, and efficient claims process, Asurion ensures that customers receive the support they need for their devices. Their industry reputation, commitment to innovation, and strong partnerships make them a top choice for customers seeking reliable device protection.

Final Recommendation: For those looking for comprehensive and reliable technology protection services, Asurion is highly recommended. Their commitment to customer satisfaction, extensive coverage, and innovative solutions make them a trusted partner in safeguarding your devices.

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Phone numbers

+1 (615) 837-3000 +1 (866) 760-9079 More phone numbers

Website

www.asurion.com

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