Asurion
reviews and complaints

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

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

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

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

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

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

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

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

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

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

I have spent more than 4 hours of my time over the past 4 days trying to get an insurance claim processed on my daughter's damaged phone. I spoke with multiple Representatives. Each time I was given an instruction. A hoop to jump through. Every time I jumped through the hoop, and completed the task that they wanted me to accomplish, thoroughly and correctly, I would call back to check to see if the claim was all set. Each time, I was told that it was not and there was something more that I needed to do. I spoke with no less than five Asurion Representatives, and to Sprint Representatives. I was disconnected twice during all of these phone calls. Every time I had to call back I had to start telling the story again from the beginning. I would think that documentation for each phone call would have been recorded in my file so that I would not have to go through it again from the top. In the end, a lady named May finally accomplished the feet of allowing the claim to be processed. But after the four days that it took for this claim to be completed, it is now Friday afternoon and the phone will not arrive until Monday. May was very careful to use only polite words in our exchange, but her tone and sentiment was anything but helpful. It is unbelievable to me that a phone claim that is supposed to happen instantaneously when I process it online has taken hours on the phone to be resolved.

10/30/17 @ 2:45pm, UPS driver arrived @ 648 Grassmere Park, Nashville, TN . He parked in front of a sidewalk leading into building. Asked him to back up and not park in front of sidewalk. He waved me off with a hand signal. Said he would only be there a minute. Very Abraisive person, Chad is his name. Told me to get out of his face or he would call the police. Went inside, asked him again if he would please not park in front of the sidewalk. Called me an old man and left. Hopefully he is not the face of UPS. Thinking about not having him service this site. Very unprofessional. the way he talked to a customer.

I've had four phones from this company and every single one of them stops working. The last one I received was already broken in the box. I opened it and the screen immediately did not want to work... How about you stop sending me refurbished phones and send me one that will ACTUALLY work. It's a huge inconvenience and I'm really angry about it. Will NEVER be using this company again. HUGE WASTE OF TIME.

This company is a total scam. My girlfriend lost her phone (my acct) I reported it lost/stolen.

Few days go by, i hear nothing. I filled out all the paperwork request d (receipt, id and affadavit) i call in (getting to a live person requires navigating many phone trees and LONG wait times).

Rep says my account is on a hold. After placijg me on hold, she said hold has been removed, claim should be good in 24 hours. Next day, still nothing. Call in again. Wait on hold again. Rep now says my account is now on an “advanced hold.” Whatever that made up term is supposed to mean. She said give it 24 hours and will be fixed, claimed to talk to the “adjustor” herself.

2 days go by. Nothing. Call in again. Rep says my account is still on a hold give it 24 hours AGAIN. i ask to speak to supervisor. Supervisor says he will then transfer me to the adjuster AND THEN DISCONNECTS THE CALL.

Its been 2 weeks. No movement on my claim. No phone. Im only halfway paying this off thru ATT next and am paying connect charges on top of it. WHAT POSSIBLE REASON COULD THERE BE FOR THE HOLDS?

Im obviously not scamming them, the stupid phone isnt even paid off.

Next is the CA dept of insurance if this isnt fixed by tomorrow

Filed an insurance claim 9/12. They sent a refurbished that when we removed it from the boxed they shipped it in we noticed the phone was bent. Tried turning the phone on and the screen locks up. Contacted Asurion and was told I would have to file another warranty claim and pay another deductible as a bent phone voids the warranty. Asurion knowingly sent a bent phone but as the consumer I am the one that has to suffer the consequences and now purchase a new phone or pay another deductible. I contacted at&t and they stated they would warranty the phone. After a week I contacted them and they have no record of the conversation. Luckily it was an a chat and I printed the conversation off so now I will be filing a complaint with the BBB

I submitted my claim on Friday 9/22/17.. I paid a $200 deductible for a galaxy 6 edge, now they send me my phone Monday 9/25/17 and its a refurbished phone and the screen is locked with a code so I can't unlock or activate. So I call customer service and after talking to them for 30mins they tell me it's nothing they could do so they'll send me out another phone. So the customer rep tells me that my phone would be here today and i specifically asked was it going to be here today and he assured it. So I receive an Email saying that it was set up for shipment at 1:30 pm today so its no way it'll come today. So I first Chat with the help and she tells me I didn't put the claim in until after the deadline. Now I live in CST and as you can see on there web site it says before 10:59 pm. I have the confirmation email he sent me right after we talked at 10pm. So I call and speak to a rep and he tells me that the deadline was 9:59pm not 10:59 cst like the web site and as you'll see attached the chat help stated. So now I have to tell my child once again he has no phone because a company I've been paying and never used until now can't service there customers correctly.

I started the claim process which was approved on Sept 10. More than once I have been "promised" that it is in process but have not yet received a tracking number. The original phone is on back order. That was not communicated until I started making calls...which isn't easy with the hours available. Then I was "promised" an upgrade which still hasn't happened. I have called at least 8 times. Each time I was assured that I would be receiving an e-mail with the tracking number. Now I am being told that they will not approve an upgrade. In the records it shows twice where up-grades were "promised" then denied approval. This is unacceptable, frustrating and the very un-customer service.
The claim is for [protected]

I purchased an Asurion-backed three year warranty on an office chair at Office Max in 2014. Fast forward about 30 months and the leather is peeling and the mechanism that holds the button holding up the adjustable arm decided it's time to fail due to poor design resting weight on it 24/7 on a tiny little piece of plastic, launching the button across the room from the spring pressure inside.

No big deal, I have a warranty! So I file a claim, verify my purchase over the phone via receipt information, submit photos of the failure as requested, and a week later get an email back that my claim has been accepted based on the photos, please wait 10-15 business days for my resolution (in the form of an Office Max gift card, not how I'd have requested it but eh, you take it how you get it) via postal mail.

A month later I haven't heard from them so I drop them an email. They respond telling me now I have to send them a photo of my receipt before they can authorize the release of funds. Okay, no big deal, I have the photo to them a few minutes after I received their response.

That was over a week ago and nothing since. So I called to check on the status of my claim today and it's still in limbo, they don't seem to have it registered that I ever sent the initial photos, please call back during the week because nobody who can resolve it is there on weekends.

I'm at over a month of sitting in a falling apart office chair that should have been replaced under my extended warranty a month ago, so much for their "excellent experience" they boast.

I filed my claim on the 8th, and mailed broken phone same day. Was told as soon as it was scanned I would receive reimbursement cupon through email. A week later I was told my claim happened to be an audit claim, and had 5 business days for that. Then I was told it had to get a second scan at the dock and it would be 24 to 72 hours more. Now I'm being told it has to be submitted as a lost claim and it could be 24 to 72 more hours. I am beyond disgusted with being lied to every time. It served me no purpose except to waste my money purchasing insurance. I still don't have my reimbursement, and I have lost a month of service I paid 50 dollars for because of your company's incompetence. And I'm in desperate need of a phone. I want resolutions now, and am fed up with being lied to every time I call.

On 8/15/17 I Filed a claim because my tv had broke. I explained everything to the man on the phone, and he informed me that they would cover my claim. I informed them that it had a crack in it he still told me my claim would be covered and i talked to a lady today and she told me my claim would not be covered. After I was told by two different people that they would cover my claim wouldn't. Not only did i hear it but the two police officers and my lawyer heard it as well.

I filed claim to have cracked screen repair on my S7. A representative came on site to repair. After removing the cracked screen, she replaced it with the new screen and somehow damaged the new screen in the process. She did not have additional screens so I was left with a damaged screen and a phone that I could not use as the screen was completely blacked out. I could hear the phone ring, etc. but had no way to answer because I couldn't see. I was told that I could call Asurion to report the incident and they would provide a replacement phone next day. I called later that night to report the incident and requested that the deductible be waived as I was now without a phone as a result of their representative causing damage to the screen. Not only did they refuse to waive the deductible, I have to wait 2-3 days for a new phone. I have never had an issue with Asurion before, but I am totally dissatisfied and annoyed that they would not own the fact that it was their representatives fault that I am now without a phone all together.

have always had all 3 of my Dyson vacuum cleaners serviced at the Dyson store in Lone Tree CO. When my stick Dyson had issues after 2 1/2 yrs they stated they motor needed to be replaced and they would not cover it and it was out of warranty.

I then remembered I purchased a 3 yr warranty when I purchased this machine back in Nov. 2014 through Walmart/Asurion. I called them up, explained what the Dyson store stated. Explained that they service it every 6-9 months for checkups and needed a new motor per the Dyson store technicians.

They arranged for pick up and repair. NOT once was I called to state what parts they repaired/ordered. NOT once did anyone respond to my inquiries via email . I only received updates stating received, parts ordered and the NEXT day after the part was ordered they stated they were sending it back.

When I got my Dyson Pet Stick vacuum back it was NOT my Dyson I purchased. I purposely marked my Dyson with finger nail polish on each the head, the handheld and the head of the vacuum. I knew this was NOT my Dyson Pet vacuum because 3 months previous the Dyson store replaced the head of the vacuum cleaner and this was not a new head. It was beat up, has marks all over and NO finger nail polish dot on the two wheels I placed on it before sending it out. Same as the hand held motor or the long stick portion.

I have called them 8 days ago only to get no call back. ONLY STATING they would give it to management and they would call me back within 2-3 business days. Well I am sorry, but has been 5 business days since I called.

Called again today, got no answers. Filed a consumer affairs complaint a week ago. Today I am doing this review. I will file with the Insurance commission and BBB and anyone else who can assist in ASURION who steals your product and sends a defective one back.

I was out shoppinf with my kids for back to school when I notice my gone with misplaced/ gone. I then tried to locate it and couldn't. I then called to report the phone lost because it was a must that I have the phone right away spoke with I rep I explain the issue she transferred my call to a supervisor named Monica she told me what I had to do to receive the phone tge next and that the cut off was 10pm I had everything done by like 4/4:30 and called back spoke to Jill, Thersa, and Robin who told me that I would receive the phone Saturday and the $20 fee would be waived I woke this morning to track the status of my phone to find out that it won't be here until Tuesday that put me in a bad place for work so I call back and speak to supervisor James(165699), Michael, and Gean that nothing can be done. This issue was handled very badly not to mention the worst customer service that I've seen.

All the time and effort I have put into this claim, trying to get y'all to fulfill your end of the agreement is ridiculous. This is a total scam! I will never buy this fake insurance again. My child has now been without his tablet for over a month and asks me for it everyday. I already sent you the tablet, I have verified and you have admitted to received it. I registered the product initially, sent you proof of purchased twice and every time I complete all the steps to get my refund you add more steps. What a joke!
DO NOT BUY! Waste of money and waste of time.

When trying to file a claim for a lost phone (8/5/17), found that Asurion processed fraudulent claims under my phone number. I had to go to a Sprint store to reset Pin/Password/Address. Took 2 days of me repeatedly calling to figure out what happened and process my claim. I had to push repeatedly and not accept, denied due to program abuse. Call backs promised never happened. All of this should have been noted and I even filed a fraud claim with Sprint. Guess Karma is out for me because I lost my phone 2 weeks later. When trying to file the claim for 8/19/17, I am stopped from doing anything online. I can't access my personal email at work and have no easy contact during the day because I don't have my cell. I understand because of the fraud but I am jumping through hoops - provided driver's license, notarized affidavit, passport, proof that device is mine - all done. I have spent hours on the phone with pages of notes. Confirm they have all documents but because of fraud, my claim is on 24 hour hold. This is accomplishes nothing but delay the paying customer. If there was any true verification, the fraud procedures would have caught the problem not the client. Completely frustrated to the point of tears yesterday. Latest ID [protected]

I was told I would receive an envelope to ship my phone over night, did not receive it until 3 days later. They said I would get my phone back between 1-5 business days. It is now my 9th day, waiting for my phone. I've called 2 times now and they keep giving me the same excuse. "We are still waiting for the parts to fix your phone". I'm not one to complain but this is ridiculous, I went with my phone insurance because it was supposed to be faster and more reliable. Do I get credit for waiting so long?!