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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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K
1:16 pm EDT
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Asurion worthless warranty

The warranty on replacement phones is worthless! In December 2008, I received a cell phone after filing a claim for a lost phone. Immediately the phone began to have freezing issues. On February 1, 2009 the phone would not unfreeze so we visited MetroPCS for repair. MetroPCS explained that the phone was under warranty since it was a replacement phone from the insurance carrier - Asurion. I spoke with Asurion who sent me a UPS label to return the phone. I returned the phone and NEVER received another one. After multiple calls and lengthy discussions, I was told today (March 25, 2009) that they would not be able to replace it. Asurion reported that the phone was damaged when received. I requested that the phone be returned since I paid the $85 deductible. I was then transferred to "The Office of the CEO". There I found a general voice mail box set up for customers to leave messages. I paid $299 for the original phone, $85 for the replacement phone, $120 for 4 months of service, and $30 for the insurance totalling $533. I DON'T EVEN HAVE THE BROKEN PHONE TO SHOW FOR IT ALL!

Is anyone willing to send emails to local news stations to give Asurion some additional marketing opportunities?

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terp
, US
May 18, 2009 7:56 pm EDT

Ok Anon,

You think you are so wonderful because I misspelled a word. Because I was so stinking mad that I did not care for a moment or two about my grammar or spelling... However, I did not wet, damage, or fail to take care of my phone. I keep it in a case, I clean it, I talk on it, and I charge it. But the friggin’ phone is defective. The port that you plug the charger into has come out of two of my phones. I had no problem with paying the $10 a month (I have two lines) and I had no problem with paying the $50 for the refurb phone. I do, however, have a problem with the replacement phone having a defective port a month later and having to pay another $50 to replace that one. Clearly there is something wrong with the phone. I do not swing it over my head, cram the charger in, or yank it out! So, if my car insurance company would not completely fix my car after an accident, I would cancel. If my house insurance did not pay for hurricane damage to be fixed properly, I would sue and be writing similar stuff on the internet. If my life insurance for my husband only paid 1/2 what they owed me, I would go after them too! So, if I was treated as the warranty said that I would, I would not be so pissed off! I am not being given another phone because I apparently abused the phone, by charging it! So just because you are in love with Asurion...maybe you work there and are afraid they will fold, or you are tired of hearing complaints! Clearly I am not the only unsatisfied customer. BTW...I started a group on facebook, called the newspaper, and convinced about 6 friends (so far) to cancel their insurance. Add that up and I just cost Asurion over $100 each month! And I am not done...hope you don't work there...unemployment sucks!

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Anon A
Mobile, US
May 18, 2009 1:32 pm EDT

Asurion is in the business of phone insurance. Just like State Farm/Progressive/Allstate are in the car/home insurance business. Do you complain to them about having to pay a premium every year? I'm betting you don't. It's the same thing with Asurion. You pay a premium every month so that when your phone breaks/gets lost/gets wet, they will replace it. It's simple.

And yes, I can do math. I can also spell too. And what does it matter what age I am? At least I have a better grasp of pronunciation than you do.

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terp
, US
May 17, 2009 5:05 pm EDT

I am so mad at this company, they will never get another dollar from me!

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terp
, US
May 17, 2009 4:58 pm EDT

Cheap? You idiot! I have paid more than $700 to asurion! Now they are not honoring thier warrenty! I may have been dumb to send them my money without researching thier poor business policies, but CHEAP! How old are you? 15? Can you do simple math?

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Anon A
Mobile, US
Apr 24, 2009 12:30 pm EDT

Cancel your phone insurance if you aren't happy. Then you can buy a NEW phone at the full retail price! Oh wait, that's right. You won't pay the full retail price because you are cheap and then complain about paying $50 for a refurb REPLACEMENT cell phone.

ComplaintsBoard
K
3:12 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Asurion poor cell phone insurance

T-Mobile offers 3rd party insurance (Asurion) for lost or broken cell phones at a low cost of $5.99 per month. On Feb. 14, 2009 my cell phone was stolen. Feb. 15th I filed the claim with Asurion via the phone. At that time Asurion told me the phone was not in stock and I would be contacted when it was in stock (Blackberry Curve). The customer service rep couldn't even give me an indication if it would be re-stocked in days, weeks, or even months.

Feb. 20 again contacted Asurion to determine if the phone was in stock, it was, paid the $130 deductible via credit card and waited for the phone to arrive via UPS. Feb. 28th again contacted Asurion to check up on the shipping status since the phone had not arrived. Asurion said it did not ship and again processed the order so it would ship. March 9th again followed up with Asurion to check the shipping status of the phone. Again Asurion said it did not ship and again they processed the order to have the phone shipped.

I gave up and bought a new phone. The insurance is worthless because Asurion could not provide me with a replacement phone in a timely fashion. Who want's to wait over 20 days to get a replacement phone. My suggestion is do the research and pick a different cell phone insurance company. Worth paying slightly more to have better service.

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Digusted1
Palmdale, US
Mar 06, 2010 12:09 pm EST

I agree that assurion is a huge ripoff. I have had to submit 2 claims with them over lost phones? Both times I was sent inferior phones that always seemed to break after the 7 day return period had passed. On the 2nd occasion, the lost phone was found about one month later and coincidentally about the same time that the piece of junk they sent went belly up. When I took the orignal phone back to Verizon to reestablish service on that phone. I was told that the ESN on my phone had been blocked by Assurion and a call to them revealed that my original (lost) phone now belonged to them and I must send it to them immediately. I offered to send them back their replacement phone and keep my original which they adamantly refused to do. I have been a longtime customer of Verizon and their association with Assurion leaves me puzzled about what type of business practices Verizon is now employing

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jpl19
Boston, US
Feb 04, 2010 3:01 pm EST

I had Asurion through Verizon. And while I usually have nothing but good to say about Verizon, their choice of affiliating with Asurion makes me question them!

I found Asurion's protocol during my claim as designed to dissuade me from continuing with the claim and just buy a new phone!

The claim has since been completed (5 calls later) and I have canceled my Asurion insurance.

This is a scam people! Don't sign up!

You pay 5.99 a month and when you need a phone you do not get one. BEWARE!

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J
7:31 pm EST
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Asurion cell phone warrenty

Bought cell Phone from Verizonwireless and then added Insurance for 4.99 a month extra and then the Samsung would not hold a charge and after calling Asurion and they told us we had to pay the 50.00 deductable which was no problem and told we would get the same phone in replace of the bad one, they sent us a down grade of the more expensive one and we then upgraded thru Verizon to a new phone and now since we have had 2 claims in 1 year they have stopped our insurance for 1 year. I have given the phone to my grandson that is also on another Verizon plan but they will not let him put insurance on that phone either . They are saying that even tho the phone is not holding a charge that they cannot do anything about it since we gave it to him and it voided or warrenty!Now we have a worthless phone and Asurion will not stand behind their product in honoring us as a valued customer to at least work something out with us. Anyone that has this same problem I hope they work better with you and as far as Verizonwireless I hope they stop them from being their insurance company!

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Anon A
Mobile, US
Apr 24, 2009 12:31 pm EDT

Cancel your phone insurance if you aren't happy. Then you can buy a NEW phone at the full retail price! Oh wait, that's right. You won't pay the full retail price because you are cheap and then complain about paying $50 for a refurb REPLACEMENT cell phone.

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S
10:09 am EST
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Asurion terrible business practices

This company wanted to pull a fast one on me and sent me a phone that APPEARED to be the same but was clearly a cheaper and infierior model to the cell phone I had purchased. It wasn't even the electronics company that made the phones actual product! Do not use this company, its not worth the hastle that they put you through to obtain the phone. I would have rather bought a new cell at $200+ than had to have dealt with them. Its disgusting that in these economic times that something such as an insurance company would try to take your money to send you a "free" replacement which they lied about.

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awesome_beast
Nashville, US
Jul 18, 2009 4:40 pm EDT

You nailed it. There is a 2 to 1 chance your replacement phone will be loaded with software which is not the original manufacturer's operating system. And, the so-called $50 replacement fee doesn't account for the following factors: (1) your monthly fee you pay whether or not you make a claim; (2) they'll cancel your policy after you make 2 claims; (3) even if your phone model is no longer being manufactured, you can only receive that same model as a replacement; (4) you have to put up with them trying to sell you accessories when you file your claim; (5) they have other less obvious business rules for denying your claim which change from time to time based purely on their profits.

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Anon A
Mobile, US
Apr 24, 2009 12:32 pm EDT

Cancel your phone insurance if you aren't happy. Then you can buy a NEW phone at the full retail price! Oh wait, that's right. You won't pay the full retail price because you are cheap and then complain about paying $50 for a refurb REPLACEMENT cell phone.

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9:42 am EST
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Asurion my cell phone

Well after I lost my phone I reported it stolen to verizon. Asurion sent me a brand new phone in one days time which was great, but not so great when I activated it and it didn't work. The phone didn't accept calls or txt messages and if i did recive any they were delayed by 2 to 3 hours. Not only did they screw me by this little incident that lasted about 3 days, but when i eventually found my old phone I wanted to put my service back on to it. Who would of known that Asurion was going to really make my life a living hell. They told me they couldn't take the phone off the stolen list intill the new one was sent back. This was fine I thought just send it back no big deal, so I did and once I did I realized I couldn't activate my old one for another day which made life hell even more cause I had importent calls to make. I flipped! Asurion is a terriable company with terrible coustomer service absoultly ###! I even tried to say hey can you just charge my credit card for the phone an just take the charge off when you recieve it, but no wouldn't that make sense and not screw there coustomers from being withut a phone during a very importent work day. I think Asurion needs to think about how they can help there coustomers cause if im a 18 years old with ideas that make sense for there company to do, then i dont know whats really up with Asurion besides there straight ### and can't help you with the smallest problem. ###!

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FABRICIO LUNARDI
Santa Clara, US
Aug 16, 2010 1:22 pm EDT

It is more than 35 days since I started the process to replace my damaged cell phone and it has been a very painful situation for me.
Your company has the worst service that I ever had in my life, should be out of market not doing business with large cell phone carriers.
I just read all scams and rip offs from asurion and I will be posting another bad review for your company in the internet for poor quality service.
This is the third time that I send my affidavit form by fax. I assume that nobody is in charge of this section in your company or situations like that will be avoided.
I am very busy person and I depend on my cell phone to work, and right now I am having a very hard time to use my broken cell phone.
I want to know if I will be reinbursed some how for my waste of time and trouble that I am having.

Fabricio lunardi
08/16/2017

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TOW PRO
Birmingham, US
Jul 29, 2010 5:23 pm EDT
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Asurion insurance for T-mobile and ATT phone's are simply a JOKE! Not mention the very high deduction price (like $90.00 for a REFURBISHED blackberry curve), they actually send me phones with problems, like bad usb port, not able to charge etc... the paper work is extremely harsh and slow to make a claim. As of right now, I am making my third call to them because they said my picture id is too DARK...

do yourself a favour and save the monthly insurance charge... but aside and get another on from ebay.

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gigismom
Tucker, US
Jul 03, 2010 12:32 pm EDT
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Completely appalled. I filed an insurance claim with Asurion for a device that was lost. My daughter's phone arrived and we activated it through our carrier (which I am an employee of). Approximately 3 weeks later the slider slid right off the phone. It's now in two pieces. So I told my daughter not to worry because I KNOW that's a known issue for the phone and as an employee for the carrier I have personally replaced several of these devices for customers under manufacturer's warranty due to the manufacturer's technical bulletin. Okay so I call Asurion and state my problem and they tell me oh no, that's physical damage. I told them you're WRONG! I WORK for this carrier and I am looking at a technical bulletin right now that notes the defect in the screw in the slider. I even went on to tell them how to identify which units are affected by this issue. So they tell me once again that it is physical damage and my only recourse is to pay another deductible to have the phone replaced. I don't know if you are aware but if you have two claims in one year your insurance becomes useless for another year! At this point I am canceling my insurance on all my lines. I pay approximately $130/year for insurance plus a $39 or $89 deductible depending on which phone is lost. At that price I can purchase a certified pre-owned device and have no worries. I'm appalled to know that Asurion can pick and choose which manufacturer's defects they will honor. Had I not been an employee of the carrier I would have never known.

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KylieMareesMom0203
Kingston, US
Mar 22, 2009 10:24 am EDT

I don't know who you spoke with, but we don't require that phone back just to take you phone off of the lost/stolen list... I work for ASURION, and I've never heard of this before... I can't believe half of the things that people are saying about our company, we don't try to be rude, but if you customers are rude, it makes it hard for us to do our job properly. So as long as you are nice and let us do our job, you'll be very satisfied with our service..

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K
9:01 am EST
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Asurion very poor service/rude individuals/misleading and uneducated representatives who do not know their own product

I have had Assurion insurance on my wireless acount for two numbers with one carrier and two numbers on another carrier for over three years. The first time I filed a claim was in January 2009 because a phone was purchased by my husband for me for Christmas and the phone was stolen out of the trunk. He had not even taken it out of the car from the store yet so it was not used. I put in a claim and was told because the phone was not used yet and the sim card was not put into the phone, the claim was denied. Well one month later, he dropped his I-phone and broke it. I put in a claim and the representative told me that the phone was not supported by the insurance company. I asked her why and instead of answering the question, she informed me that I would be able to get a different phone and it would be a data phone. She informed me that an adjuster would call me around the same time on the next day to get the credit card number for the deductible of $125 and to confirm shipment. Well, when no one called me the next day, I called them the following morning, only to be told that the claim was voided out. I was transferred to an adjuster who informed me that the phone was not supported and the representative gave me mis-information and she was wrong. When I explained that this was the second time this had happened and I was a paying consumer for years, her answer to me was "Then you need to call your provider if you have any futher questions, complaints or comments." My carrier is not Assurion and can not answer any questions regarding insurance. Well, when I asked to speak with a supervisor, she very rudely told me to hold on (not asked me, she told me) then she came back saying she let the phone ring and there was no answer. When I asked her if I could hold, she said "No" and told me she would have someone call me back. I tried to give her the correct number to reach me and she acted like it was not needed and hung up. I quickly called both providers (who tried very hard to get me to keep the insurance) and I had it removed from my account. I then had it removed from my parents, in-laws, brother, his wife and their three kids, my brother and sister in-laws, and three cousins. So they have lost several customers and I will make sure I tell everyone to do the same. Its a shame for customers to pay for a service that is not consumer friendly and does not work for them when needed. If you are taking the time to read this and you have the same insurance, be aware, it may not work for you when you need it.

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Update by KM21
Feb 02, 2009 9:02 am EST

they stink

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toxic nut
Rootstown, US
Oct 12, 2009 11:45 am EDT

i have dealt with assurion several times and the results have all been very negative.poor service, defective replacements, and incoherent service people have been the norm.a total rip-off company that should be investigated for fraudulent business practices.stay away from this scam outfit.verizon uses them because they are cheap, not good.they will cost you more than its worth.

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M
1:41 pm EST
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Asurion scam and cheating

On 10/26/2008 I filed a claim with Asurion for a Nextel mobile phone that I lost. I was assured that the phone was in stock and would be shipped on promptly. I had to call their toll-free number because their website did not let me file a claim.

After the claim was filed I continued to check the claim status on their website which every day said 'Check back in 24 hours' so finally on 10/29/2008 I called the toll free number and I was assured my phone was shipped and I should get it that same day. When it did not arrive I called back on 10/30/2008 and was told that all the past agents had lied to me and the phone had NOT BEEN SHIPPED, it was backordered for '10-15 days.'

When I asked for the CEO by name I was sent to another department. I was finally told that I should purchase a new phone and I would be reimbursed in '2-4 weeks.' Now my problem is I have no way to trust a company that has already lied to me. I am in goodfaith going to do as the agent suggested but I want to let everyone know what this company's business practices are.

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amarwadi
La Jolla, US
Oct 12, 2009 8:27 pm EDT

Asurion is also tied up with Verizon. Here is my situation:
1. A couple of months ago, I had problems with my phone and noticed that my battery was causing problems as well (but nothing major).
2. I went into the Verizon store and then requested a new phone. i wasn't charged anything for the new phone because I was paying about $7/month as a part of my insurance. However, when I got the phone, I didn't get a new battery. Apparently, they don't consider a battery to be the part of the phone. RED FLAG #1 to be alert about.
3. A month passed by and my battery started acting up and I went back to Verizon and let them know that I didn't get a new battery with my phone and now Verizon also states that "The battery is not a part of the phone and when you get a replacement for the phone, you don't get a battery." Holy Cow. This country is rotten shameless.
4. Now I call Asurion who is the insurance provider and ask them to replace my battery since Verizon was charging me $50 for a new one. Asurion says, "since battery is not a part of the phone, it is not covered by our insurance."
At this point I was pretty pissed off @ both Verizon and Asurion. Verizon offered me a 25% discount for being a loyal customer, but I think I am going to wait a month and when my contract expires, I will try and do a power play on them to see if they give me a free battery.

If not, I would love to do the following:
1. Go into a verizon store and take off the battery from a phone and put it in my phone and walk away. If they catch me at the door, I would love to respond with, "hey the battery is not a part of the phone now is it?" :)

Don't we hate insurance companies.

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Stephanie Mundy
Columbus, US
Oct 01, 2009 3:21 pm EDT

Really Asurion is repairing my playstation three. . They are the third party insurance company for my extnded warrranty. My playstation goes to the one in smyrna, tn.I can really relate to what everyone is saying about Asurion because this is the FIFTH repair they have made for the same problem. I

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REGIS POSSINO
Santa Monica, US
Jun 03, 2009 1:49 pm EDT

Revised complaint:
After leaving numerous messages, I finally reached a rep. I settled my claim for an older model phone with a lower deductible. Still not satisfied with the non disclosure by ATT, and the price of deductible.

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REGIS POSSINO
Santa Monica, US
Jun 03, 2009 1:42 pm EDT

I tried to file a claim for a damaged phone and was told that the deductible was $125. This was a fact that ATT did not disclose when they sold me the insurance. Had I known, I would not have gotten the insurance.
It turns out the cost of the insurance deductible and the premiums paid to date are more than the cost of the replacement phone.
The ATT insurance is a total SCAM, and the business plan of the Asurian "claims service" group is not to pay any claim, or to make the claim payment so expensive that it becomes another revenue stream for ATT. I finally abandoned the claim, canceled the insurance, and when my contract expires, I intend to change to Verizon or Sprint. Too bad, after 10 years with ATT. Bad customer care and relations. SCAM.

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V
9:27 pm EST

Asurion rip off handset insurance

I bought my daughter a SideKick at TMobile in 7-08 for $350.00. I signed up for handset insurance at the same time, but wasn't given a written policy. The phone was lost on November 24, 2008. I informed TMobile of the loss and they transferred my call to their insurance carrier, Asurion. I told the agent at Asurion that my daughter had the phone in her backpack at school and the battery had died. Then, my daughter switched the SIM card to another phone until she could charge her SideKick when she came home. That same day the SideKick was lost. Asurion told me they would not replace the phone because "my insurance policy was on the SIM card, not the SideKick." The SIM card was temporarily in another phone. I told Asurion I would not buy insurance on a SIM card since SIM cards cost $15.00 to replace, however, SideKick's cost $350.00 to replace. At the time I signed up for insurance, TMobile's rep told me I was buying insurance to protect the phone. I had just filed a complaint with the FCC and will cross my fingers to see if the SideKick is ever replaced! What a rip-off!

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12:16 pm EDT
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Asurion bad service

In July of this year, my daughter damaged her cell phone while on vacation in Rhode Island. Asurion sent a new phone to my mother's address in RI. On our way to the airport July 26th, we dropped the pre-paid postage envelope with the pieces in the mail. On 9/10, I noticed a $ 175 charge from Asurion on my checking account. This caused 7 other transactions to overdrawl. I called for a refund which I received for the $175 but when I demanded compensation for the bounce fees they refused. In the mean time 6 more transaction overdrew due to the money going to overdraft fees. So I am out $455 for nothing. When we call we are put on hold for up to an hour each time and then put to a general mailbox.

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Update by Valerie
Oct 08, 2008 7:18 am EDT

I believe ASURION Insurance Company and Verizon Wireless are intentionally miss leading its customers. Today I had my phone (Motorola Q) examined by a Verizon Wireless technician. I was informed by the tech that the phone is malfunctioning beyond repair however I was insured through ASURION for phone malfunctions. He handed me an Asurion pamphlet for subscribers of Verizon Wireless phones with 'Terms and Conditions'. On the front of the pamphlet it clearly states "Asurion Wireless Phone Protection" LOSS, THEFT, DAMAGE, MALFUNCTION. My claim was denied because my phone is malfunctioning. It doesn't make sense. Ive paid $5 every month for insurance for four years (Thats $240) for nothing. Im sure Im not the only customer that has been taken advantage of, please speak up so we can stop this from happening again.

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MarC09
, US
Oct 20, 2009 2:02 pm EDT

I submitted a claim for a damaged phone, was sent a new phone and a postage paid envelope in to return the damaged phone.

I followed the instructions, put the phone in the envelope and the postal employee that comes into the office of the elementary school where I work personally picked up the mail on August 25, 2009.

Shortly thereafter I received a phone call asking for the damaged equipment. I returned the call, which was to an automated system which prompted me to put in the claim number and the choice which indicated I had returned the equipment.

On September 15th I received a letter stating that the phone had not been received. I immediately called and was told by the representative who took the call that the warehouse had probably not processed it yet. She said she would extend the time and there was no reason to worry.

On October 9, 2009, without any notice, my account was put into a negative balance because my it had been charged $150.00 for a so called non returned phone.

Once again I immediately called and the representative who took my call said he would credit my account and transfer me to someone who would take care of returning the money to my account.

She proceeded to argue with me and ask me to return the phone. I assured her that I had done so and that was why I was calling her. She was even bold enough to tell me that the G1 phone was the most non returned phone. I assured her that there must be a problem with the processing department if I was not the only customer having this problem.

I cannot even begin to express my frustration with this matter. I am hoping that Asurion is an upstanding company who will make restitution as soon as possible.

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bspinning
, US
Apr 29, 2009 2:23 pm EDT
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I too had issues with Asurion on my daughters Verizon cell phone. When Verizon pitches the insurance they tell you you will get the exact duplicate to your phone. What they do not tell you is if break your brand new phone you pay insurance on, Asurion sends you a remanufactured phone. After the experience from hell, It was told to me by Asurion they they have 3 tries of sending you a refurb phone before they have to replace it with a brand new one. So at 5$ per month for 12 months (60.00) and the 50.00 fee at replacement...$110.00 gets you a refurbished phone, not a brand new one you have been paying on. and if you happen to find the lost brand new phone after receiving a refurb from Asurion, they will tell you, you no longer own your original brand new phone.
I no longer pay for insurance on the kids phones. If they lose/ damage it, we turn on an old one.

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morovan
West Yarmouth, US
Apr 09, 2009 3:37 pm EDT

I called today with a claim on two phones. The operator tells me that it's a mfg defect, deductible will be waived on both. Then I get the email from Asurion, and there is a $50 on both phones! I'm waiting for someone from disputes to call me . . .

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KylieMareesMom0203
Kingston, US
Mar 21, 2009 2:26 pm EDT

There IS a warranty for damaged phones.. They have a 7 day physical damage warranty.. Outside of those 7 days WILL require a $50 deductible... I don't totally agree with that, and I work for ASURION... See, I strive for customer satisfaction, and I'll do everything I can to make my customers happy.. So whenever you call, hopefully you get lucky and speak with the right person.. And I apologize on behalf of ASURION for poor service...

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11:11 am EDT
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Asurion scam and cheating

Was told my phone was not in stock would be put on a waiting list may take 3, 4, 5 months they had no idea would no give me any other phone. Paying 87.00 a month with no phone this insurance is a wast and a scam. Tmoble told me they could do nothing and this is happening a lot with his insurance but this is the only cell phone insurance company out there. do not buy this insurance it is not worth it i am paying for a phone and insurance for the phone and don't have a phone this is crazy.

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D Drum
, US
Dec 08, 2019 3:20 pm EST

Screen broke, but otherwise the phone worked perfectly. Had them come replace the screen on a Wednesday and their technician broke the phone (keeps turning off and on and won't hold a charge). Called them back, was offered replacement refurbished phone. I declined and asked for repair. They scheduled for Monday to repair, but cancelled due to weather conditions. Rescheduled for Thursday and the technician never showed up. Called and was placed on hold numerous times (hour total) and told that, even though the repair was in their system and I had the email confirming it, somehow, their technician "didn't know." So, made new appointment for Sunday. Technician calls to tell us that he is running an hour behind, but he will be there and he does have a new SCREEN for us. My daughter explains that it isn't a screen replacement and he says he doesn't due advanced repairs. He calls his supervisor and the supervisor says that it is a common thing for this to break when screen is repaired and that a microchip and solderer will need to be used. Again, we call and reschedule. I explained everything to the agent telling her to be sure to note that it wasn't a screen repair and she assured me that she was writing it all down as we spoke. I wasn't sure if my daughter (it's her phone) would be available during the times that we set up for this coming Wednesday, but she told me to just call back or go online to adjust the times and days. Well, my daughter couldn't make it during those times, so I called Asurion back. I set up a new appointment for Saturday and asked the agent to tell me what repair was listed (so I could make sure that it was the right one). He told me it was for a screen repair! I explained, again, the situation and he casually stated that Asurion doesn't do those types of repairs (even though the supervisor whom the tech spoke with said they did). He cancelled the appointment and transferred me to their warranty department. I then was told that my only option was to take a refurbished phone from them. So, they take my insurance money for over two years and the $29 repair cost that I had to pay upfront for the screen--all total over $200--and they break my phone. As a result, I am out the $200 and a $1000 IPhone. This company should be shut down.

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RedmondMax
Redmond, US
Jun 16, 2011 2:26 am EDT
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They asked few questions based on public information as they said, the information could be 20 to 30 yrs. They said I failed on the question, the claim is denied. That is just funny, and the question is decided to let people fail. so they do not have to pay the claim. why, because these public information is not verified independently. They could have wrong information at first.

There are three questions

1. which county where you owned property, then give me about 5 different county name to choose.
2. which street name, you lived from 5 different street, I should pick one
3. Nan Ma, men, then give me 5 different age group to choose. I never know that man.

They said it is from public information, they did not verify, and could be 20-30 yrs old.

Then they asked me to talk to T-mobile, I went to T-mobile story, T-mobile says nothing they can do about. so I call them from T-mobile store. They then said someone will review my claim, and contact me within 24 hrs. Why they ask me to talk to T-mobile at first ?

When T-mobile sold the insurance to me, did not mention over $100 deducible. T-mobile probably is guilty too. I would not buy insurance from them if T-mobile does not sell it.

I can be reached [protected], if someone wants take legal action

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Pattim252
, US
Jun 05, 2011 4:56 pm EDT

I have assurion and I filed a claim I was on and off the phone for 4 hours trying to get my sons envy touch replaced. They have tried everything to discourage me from telling me I had no insurance ( I had to Prove I had Insurance) next they wanted me to fill out an affidavit, then they denied claim because drivers license copy was to dark then ESN number from box that we send in with rebate. Then when I finally got a real supervisor she told me processing was closed until Monday. I still have not got claim filed after 4 hours. They are HORRIBLE I believe it is a total scam. I have filed a complaint with the BBB and sent complaint to consumer affairs.

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reddotripoff
, US
May 11, 2010 2:43 pm EDT

yea asurion and most other warranty or insurance policies are a huge scam.

there may be a class action lawsuit brewing... http://www.cellphoneinsurancelawsuit.com

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franklin1020
Shelby, US
Apr 09, 2010 11:18 pm EDT

I filled my complaint and they said the phone was loss while the sim card isn't inside the phone. I said what different does it make, she was being rude and stuff. Don't trust this insurance thing, is a total scam. can't believe i spend $72 every year on this stupid thing.

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HiehachiXP
Chicago, US
Mar 26, 2010 11:41 pm EDT

I have had Sprint with my Palm Pre for about a year now I have signed up fo the insurance and the lost on stolen phone plan and the damaged plan costing me about 15 per month. I got the phone for free with my contract renew. Great phone so far, now we just had our office broken into and some ### thought it would be a great idea to take my phone. Anyway. called up sprint who then connected me to the Asuran, and told me that the replacement on my phone is going to cost me 100.00 for the deductable. When I told her that the price was ridiculus she told me, maybe I should have been more careful. She then starts demanding my credit card numbers and told me that I might be recieving a refurbised phone. I told her to f@ck herself, called sprint back and told them I was going to cancel my account they then offered 100 credit to stay so I agreed and called Asuran back to try to order my Palm, this time getting I polite but very slow rep. I just hope that the phone works when I get it. I also am cancelling my insurance ASAP, whats the point of paying for somthing that cost you more to use. 15 a month for a whole year is 180 now add the 100 deductable, that is 280.00 for my claim I could have gotten a brand new phone. For less. thank goodness the sprint retention department gave me that credit. F U Asuron

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oldschoolct7
LaGrange, US
Jan 27, 2010 9:30 pm EST

They sent me a Motorola phone that had been RETURNED 11 TIMES PRIOR TO ME! I called them and said the phone had been malfunctioning after I filed a claim online and two days later they did nothing. The phone had been cutting off for a month for no reason. An hour after I filed the report I took the battery out to reset the phone and the clip that held the back on went flying throug the air! The lady I spoke to on the phone said I had to pay the $50 again because I broke it. I said it had been malunctioning for a month and it broke because it was already refurbishied and not because I did anything to it. ASURION REFUSED TO REPLACE IT AND I LAID INTO THAT THEIF ON THE PHONE TOO!

I then went to VERIZON and made them call and say send me a new phone! The lady at Verizon said they were to inspect if first. They looked and the indicator had shown WATER DAMAGE. I said it has never been near water. She said it is ok. I RAN THE SERIAL NUMBER AND THEY HAVE SENT THAT PHONE OUT 12 TIMES ALREADY! So I find out they sent me an already water damaged phone and they have sent it out to 11 other people. ASURION ordered me to pay $50 on top of the $7 a month to replace a phone that had been replaced 11 other times...

12 times my(hehe) This phone serial #DEC [protected] MODEL VX 8700

If they send it out 12 times and they get just 50% to return it and pay $50 that is $600
then you say they only had insurance 1 year *12 peeps * $84 year - $1008

That is a total of $1608 of of one phone! That is only if 50% and 1 yr...I LOW BALLED IT!

THEY ARE CROCKS AND THIS IS AS BAD AS THAT OCEAN FRONT PROPERTY IN ARIZONA I BOUGHT!

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Wajeeh Dee
Jacksonville, US
Jul 21, 2009 11:30 am EDT

I filed a claim on a cell phone replacement and it was cancelled because it did not match the exact dates and times they asked for. How they want me to keep track of these dates I am not sure. But that is not the issue, it is a $130 deductible on a phone that I could replace with BRAND NEW identical one on eBay for $250. So I would be paying half the cost of a new phone and getting a refurbished one, I don't think so! This is a total rip-off and a big scam. I cancelled insurance right away and I am going to proceed on trying to fix it myslef. If not succesful I can always find a good new phone for $130 on the internet. Man do I feel like a sucker!

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Peggy Matangos
New Cumberland, US
Jul 05, 2009 10:41 am EDT

Long story Short, I had to replace my phone 3 weeks ago, received the phone the next day after filing a claim, great, no problems. 3 weeks later, the spring in the tension when you open your phone, broke. Asurion refused to send me a new phone. They told me I had to file another claim and pay the $50.00 deductible. I spoke to a supervisor, he was rude and inconsiderate, told me that I abused my phone, which I didn't. I told him I was going to cancel their worthless insurance and I did. I then called Verizon and they told me to come to the store and they would give me a new phone, and it was new, not refurbished. The service tech told me that my replacement phone that I got from Asurion had a manufacturers defect. Thank God Verizon stands behind their products. Asurion Insuance is a waste of money. Don't buy it. Disregard my other posting, I guess I ran out of space and that was all it posted!

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Peggy Matangos
New Cumberland, US
Jul 05, 2009 10:32 am EDT

purcahse this insurance.

Peggy Matangos, New Cumberland, PA

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10:33 am EDT

Asurion phone insurance: ripoff

Don't ever subscribe for cell phone insurance unless maybe you paid $500 for your phone. Then again you can probably use the insurance thru your AmEX card and it would be better. It's not worth it with the monthly fees, the high deductible, the crappy replacement phones, and the lousy customer service.

The customer service reps are not very helpful and are misleading; they must make commission off how many phone calls they take. Twice, 2 months apart, I called them to cancel the insurance, not knowing or being told that I should cancel the insurance through T-mobile. Then they wouldn't acknowledge that I had even called. Selective admittance? Now I'm responsible for those charges because I didn't cancel them before the end of the billing cycle! How was I to know that the charges were going to be on the bill, until the bill was billed?! Then they can't give me credit! Bull XXXX! I was even nice to the reps.

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4:07 pm EDT

Asurion sending bad phones once claim is made and deductable is paid

I paid monthly premium and when phone went bad, I paid $85 deductable and got a used and barely working phone. When I called to return the phone I got lot of wait time and cold shoulder. They forced me to send the phone first so they can check my claim and then send the phone. They promised this will have turn around of 24 hrs. I did not get the phone for 2 days. I called back and was told they made error and not sure what happend. Again this is after 30 minutes of conversation now with very rude supervisor. I cancelled my insurance and requested refund of my deductable. I was told it will take 4 weeks for refund to show up and was told to give then a call if I do not get refund!. Extreamly bad services and I would advise a word of caution before you insure your phone with this scamming company.

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wththa123
, US
Mar 19, 2010 1:56 pm EDT

I DO AGREE THAT THE PHONES THAT COME FROM ASSURION ARE NOT THE BEST WORKING PHONES. I HAVE HAD TIMES WHERE THEY HAVE HAD TO SEND ME TWO MORE REPLACEMENT PHONE TO REPLACE A REPLACEMENT.

IT ALWAYS SEEMS THAT IS A MALFUNCTIONING BATTERY OR THE PHONE DOES NOT CHARGE CORRECTLY.

AS FAR AS SERVICE THEY ARE GREAT, EASY AND THEY WILL SHIP THE PHONE ANYWHERE U LIKE IN TWENTY FOUR HOURS AND THEIR CLAIM PROCESS IS FAST AND EASY.

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jglackin
Chicago, US
Feb 08, 2010 9:14 am EST

I am someone that travels a great deal. My bberry is my lifeline and this company keeps sending me bad phones! I am now going to need my 3rd replacement phone sent to me. It's great that they will send one within 24 hours, but I am sitting in an airport and will not be home for 4 days and so a phone sitting on my porch 24 hours from now really doesn't get the job done. This is incredibly frustrating.

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9:28 am EDT

Asurion poor service, rude

Very bad service, rude, rude customer service. Ordered a replacement phone, got a refurb (Junk), decided that I was better off upgrading to a new and better phone after wasting $5.00/month x24 months! What a waste only to get a junk phone! So I return my refurb new phone takes them more than a month to credit my deductable $110.00, plus they took out 25.00 because they did not get my old phone that I was supposed to return after getting my replacement phone! What a headache! Until now I am still waiting for them to credit my $... Dont buy phone insurance! What a waste of money, esp if your dealing with asurion!

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digitalbeachbum
Longwood, US
Jan 13, 2010 9:33 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Asurion sucks. They only exist to steal money from people. They charge you a lot of money each month to protect your phone from damage, but the % you pay out to the cost of the phone is negative returns.

You'd be better off saving your money and flying out to Las Vegas and playing Blackjack. Your odds would be better than trying to get Asurion to actually replace your phone or to give you good service.

I paid coverage for almost 2 years. That money I spent could have been used to purchase a new updated phone with better features. On top of that, Asurion wants to charge you a deductible?

A ###ing deductible? What is this? Home Owner insurance? Car insurance? How dare they charge a deductible when you are paying a monthly fee which is 1000% higher than it should be.

This isn't insurance, it's a scam.

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KylieMareesMom0203
Kingston, US
Mar 21, 2009 3:48 pm EDT

I understand your frustration with our company, I am an agent for ASURION myself.. Me, Myself, strive for customer satisfaction, and I do EVERYTHING I can to make my customers happy.. EVERYTHING I CAN.. I deal with irate customers all day long, and when customers are rude, it really does make it hard for us to do our job. But no matter how rude someone is to me, I always keep my composure, and provide excellent customer service. And I apologize for any inconveniences that you've had in the past with our company... I hope your later experiences are much better..

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4:16 pm EDT
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Asurion bad service

I believe ASURION Insurance Company and Verizon Wireless are intentionally miss leading its customers. Today I had my phone (Motorola Q) examined by a Verizon Wireless technician. I was informed by the tech that the phone is malfunctioning beyond repair however I was insured through ASURION for phone malfunctions. He handed me an Asurion pamphlet for subscribers of Verizon Wireless phones with 'Terms and Conditions'. On the front of the pamphlet it clearly states "Asurion Wireless Phone Protection" LOSS, THEFT, DAMAGE, MALFUNCTION. My claim was denied because my phone is malfunctioning. It doesn't make sense. I�ve paid $5 every month for insurance for four years (That�s $240) for nothing. I�m sure I�m not the only customer that has been taken advantage of, please speak up so we can stop this from happening again.

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melobry
too, US
Mar 31, 2013 12:01 am EDT

I turned in a broken phone to asurion. I had to pay $150 to get a new phone sent to me, but it was broken as the display screen would not stay on, and appeared to have I dont' know how to describe it...but like parts where it was missing color on the screen when it actually did turn on and looked like it had bubbles underneath. So I turned that one in too (that 2nd one costs $5) and turned in the malfunctioning screen one. Got the next phone in and alas yet another problem. The in call volume is hardly audible and I can hardly hear anybody at all. Phone is not much good if you can't see the screen or if you can't hear. (and yes I adjusted the in call volume to max and that's the only way I can hear ANYTHING at all.) It's so not worth it. I would have rather just bought a new phone in cash, that actually works right, and have been done with it. Such a headache, waste of time, gas, and energy. I'm about to drop the ins. and perhaps T-mobile altogether immediately. Awful.

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RedmondMax
Redmond, US
Jun 16, 2011 2:31 am EDT
Verified customer This comment was posted by a verified customer. Learn more

They asked few questions based on public information as they said, the information could be 20 to 30 yrs. They said I failed on the question, the claim is denied. That is just funny, and the question is decided to let people fail. so they do not have to pay the claim. why, because these public information is not verified independently. They could have wrong information at first.

There are three questions

1. which county where you owned property, then give me about 5 different county name to choose.
2. which street name, you lived from 5 different street, I should pick one
3. Nan Ma, men, then give me 5 different age group to choose. I never know that man.

They said it is from public information, they did not verify, and could be 20-30 yrs old.

Then they asked me to talk to T-mobile, I went to T-mobile story, T-mobile says nothing they can do about. so I call them from T-mobile store. They then said someone will review my claim, and contact me within 24 hrs. Why they ask me to talk to T-mobile at first ?

When T-mobile sold the insurance to me, did not mention over $100 deducible. T-mobile probably is guilty too. I would not buy insurance from them if T-mobile does not sell it.

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Dav2112480
, US
Jun 06, 2011 9:03 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I agree too as now it's been two months that I would of had my phone and asking to many stupid questions. Question that we don't even know and all the time we wasted they won't give us the phone! All I could say is that the Asurion company are ###S! They should be shut down!

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cplusplus
, US
Apr 17, 2011 2:24 pm EDT

ASURIAN AWFUL WORST CUSTOMER SERVICE I GOT MY PHONE WITHOUT A RETURN LABEL I ASKED THEM TO SHIP IT TO ME 5 TIMES BUT I STILL HAVEN'T GOT IT IT HAS BEEN LIKE 4 MONTHS!

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Robert Rodgers
Phillidelphia, US
Apr 06, 2011 9:25 pm EDT

The truth is that you guys are a vocal minority. For every one of you that had a horrible experience, THOUSANDS of others had no such difficulties. This does not mean what happened to you is not tragic and unprofessional, but it does mean that these complaints do not paint anything like an accurate picture of what goes on every day at Asurion.

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ADSCOTT
Merritt Island, US
Feb 25, 2011 9:55 pm EST

I have had sooooo many issues with this company sending me defective phones.

I WAS SHOCKED TO LEARN THAT THE BETTER BUSINESS BUREAU HAS THEM LISTED AS A+...
WE NEED TO START REPORTING THEM TO THE BBB SO THEY ARE NO LONGER LISTED UNDER THIS BECAUSE THEY ARE NOT WORTHY OF THIS A+ LISTING

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HateAsurion
, US
Dec 09, 2010 2:06 am EST

Asurion Insurance for mobile phones is a *rip-off*. They wouldn't live up to their end of the deal they made - even though I had it in writing and T-Mobile agreed I was correct. After hours of dealing with them, I paid the entire $130 and T-Mobile made things right by giving me a $90 credit on my phone bill because Asurion was wrong. After getting home I find that Maryland's Attorney General's family had same issue and investigated and Asurion was fined $1.5 million. Gonna send all my paperwork to the AG's office.

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sassylilokie
Mulhall, US
Sep 07, 2010 12:07 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I just reported this company to the BBB and then decided to search for reviews... I see the general public (myself included) has had issues with Asurion but are scoring an A+ at the Better Business Bureau. I was denied my replacement phone as well and after wasting an hour of my life speaking to someone with very broken English. I was switched through the channels and was still told the same thing, "Sorry we cannot help you since the phone was not in use at the time it broke." WTF where the hell does that say in the fine print (that I never got) that I must be using the phone when it broke?
Anyway my point is REPORT IT TO THE BETTER BUSINESS BUREAU!

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Derek 989
Iowa City, US
Jun 05, 2010 12:28 am EDT

Huge scammers! Biggest advice when they got your dice in a vice, is to be persistent and polite! I got one of their phones with the all to common "loose charger port failure to charge". Called them up and was told, this is considered damaged which is not warranteed and I will have file a new claim. I asked for a manager. Talked with her got the same deal. Called back the next day same process. Talked to a consultant, no go. Asked for manager. Same deal. Asked politely for her first and last name and contact information for Asurion so a complaint could be filed with the better business bureau. Needless to say new phone on the way. Overnight, Saturday priority delivery. If you piss them off you're screwed. You signed a contract with 5 pages of fine print through you phone provider to add the insurance and they don't have to do S*#) for you. Be nice and they will help. If you cuss at lady A it goes into the computer and man B sees you have a history of being an [censor] and your done! Writ 'em a check for 50 big ones.

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Kennedy Davis
San Francisco, US
May 13, 2010 7:58 pm EDT

Asurion is awful! Lost phone - I was told when I called that I would receive a new phone within 2 days and my $50 deductible would be on my next bill. My address was verified. 2 days later - no phone. When I called back I was informed that I needed to fill out paperwork and have it notorized along with a copy of my drivers license, a receipt and a recent statement. I was never told this on the original call. So, I lost my phone on Thursday. Waited until Monday hoping the phone would show up before calling in the claim. Now I have to spend more money to have something notorized, mail the paperwork back and then wait for claim review. Of course, I can spend more money to overnight the paperwork. So, I guess I can tell my boss that I will not have a phone for over a week. I am in outside medical trauma sales. Yes, that works for me. So, when I asked when this policy of notorizing papers went into affect, I was told Jan, 2010. I was never given an update from ATT as I have had insurance for years - just in case. When I called ATT Customer Service, they stated they never heard that customers had to have anything notorized. I was told by Asurion that this was required, not exceptions and was a new security measure. Mind you I am in the process of working - trauma calls, packing to relocate out of state, etc. I understand the security measure, but this is a huge inconvenience! What has happened to customer service? Again, Asurion is awful! And 2 of the reps I spoke with had attitudes - it's not what they said but how they said it with no compassion at all. What a scam! I would be completely embarrassed to say I work for Asurion.

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11:11 am EDT

Asurion premium paid but not covered

My cellphone stopped working. I called T-mobile customer care and they transferred me to insurance section where a lady walked me over through reset options and when it did not work she asked me to file claim which I denied. Later i called them back they said already there were 2 claims opened and they asked me to file affidavit which i did through T-mobile dealer. Now they called me back and said that I have three claim file opened and they are denying it. They are getting $12 a month premium paid and now the damaged phone is with the dealer and I am not getting covered by the insurance .

Is there any person either in T-mobile or Assurion who is willing to understand what really happened and help me with this.

I become a stupid person paying premium and getting not covered.

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haolebrah
Fullerton, US
Jun 15, 2010 11:48 am EDT

That company sucks my [censor]! They never want to help out and always claim they didnt get your old one back, so they can charge you hundreds of dollars! DONT USE THEM!

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5:11 am EDT
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Asurion unacceptable service

My ordeal began last Thursday May 22nd when I misplaced my Metro PCS cell phone. I immediately called Metro PCS to have the service temporarily disconnected until I filed an insurance claim. I then was given Asurion's phone number. I called the customer service phone number and described what had happened to my phone and was told that with paying the $80.00 deductible a replacement phone, that would be activated upon arrival, would be sent to my via DHL the following day. I was also told that the Nokia 6265I phone that I had was discontinued and that a similar replacement phone would be sent to me.

On Friday May 23rd respectfully I received my replacement phone. Upon receipt of the phone I read the instructions indicating that the phone needed to be charged, although it seemed as if it had a full charge upon arrival. I waited almost 5 hours and then turned the phone on after installing the battery. Once the phone was turned on I proceeded to dail a number and was given the message that the phone was not authorized for service. I called Asurion back and told them of the problem that I was having. After several failed attempts of entering codes, turning the phone on and off, entering passwords, removing and reinstalling the battery more than enough times I was told to call Metro PCS that there must be a problem due to the fact that I suspended my service when my original phone was lost. I contacted Metro PCS and went through a series of similar tests to no avail. I was told my Metro PCS to call Asurion back and let them know that I must have received a defective replacement phone. I called Asurion and indicated what I was told by Metro PCS and Asurion indicated that there were no supervisors available and that they would put a technical support call in and that the problem with the phone should be resolved within 24 hours. On Saturday I attempted to call my Metro PCS phone number to see if the problem had been resolved. The call immediately went into my voice mail. I tried turning the phone off and back on and placing a call from the phone, I received the same message indicating that the phone was not authorized for service. I called Asurion and they told me that I should contact Metro PCS again to make sure the account was released from suspension. I called Metro PCS and they indicated that there were cell phone tower problems in the area where a reside, but that I should go into a physical Metro PCS store with the phone to try and resolve the issue. Since I was on emergency call at work all weekend I could not go into a store instead I asked my fiance to go and try to resolve the phone issue. My fiance went into the Metro PCS store in Pembroke Pines, Florida and the Assistant Manager attempted to reset the phone several times. She was told by the Assistant Manager that everything that they could do had been done with trying to reset the phone and the phone would still not work. The Assistant Manager told her to contact Asurion back in which she made the call from the Metro PCS store. She was told by a supervisor at Asurion that nothing more could be done until the Corporate offices opened on the next business day. Being a holiday weekend that would be Tuesday May 27th. I indicated that this was unacceptable due to the phone is used for business purposes and I was told that's all that could be done. I also mentioned that the replacement phone that I was sent was not a similar model to the Nokia phone that I had put in a claim for that had costs me almost $280.00 when originally purchased a year ago with Metro PCS. I was told by the Metro PCS store that the replacement phones that Asurion sends out to it's consumers are refurbishes phones and the Motorola phone that I received as a replacement was also a discontinued phone and that it's value was no where close to what I had originally paid for the Nokia phone.

Today is Sunday May 25th, I have been on emergency call the entire weekend and will be through Monday May 26th there is no way for my customers to contact me nor for me to be in contact with them. My finances Mother is in the hospital expecting to have surgery on Tuesday and I will continue to be without a phone during this critical time. I can only comment that I noticed on your main page that Metro PCS is not the only cellular phone company that uses your insurance for their customers. I would seriously be rethinking about taking out insurance on a cell phone when I could just as well walk into the cell phone company and purchase a working replacement phone and not have the troubles that I have had these past days. At this point I will be making a decision by Tuesday if I will be sending Asurion back the replacement cell phone for a credit of $80.00 and walking into a store and purchasing a new cell phone along with canceling my cell phone insurance plan or just change cell phone providers all together. I refuse to believe that this is the type of service that an insurance company provides to it's consumers.

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roland williams
Bradenton, US
Apr 19, 2012 1:02 am EDT

Asurion is the worst company I have ever had dealings with. I recently had a ordeal with them for a rebate never got the rebate of $400. They claimed they did not recieve reciept but I had conformation of where they recieved several I sent that day. They would not replace the phone I had and tried to make me except a down grade phone. They would not give me a upgrade so I have to except a down grade. Then I bought another Idenical phone and never recieved my rebate. Just got screwed out of my $400.

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angelbert angeles
Carson, US
May 24, 2009 3:45 pm EDT

i want to know if you been recieve the other phone i been returning, coz you have sending me two of that phone.

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angelbert angeles
Carson, US
May 24, 2009 3:43 pm EDT

i just want to have a comfirmation that you have been recieve the other phone that i have been return may 20, 2009.

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angelbert angeles
Carson, US
May 24, 2009 3:40 pm EDT

asking if you recieve the other phone from angelbert angeles, coz asurion send me two of that phone.

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Cerridwyn
,
Jul 15, 2008 1:16 am EDT

Whenever you are getting insurance from any cell phone company, their policies are not the same as the insurance company. A lot of cell services use Asurion, I have noticed. Mine does as well. When I purchased my phone from the store in 2002, I asked for full insurance, which covers Lost, Stolen, irreparably damaged, & (surprisingly) mechanism issues for replacement; also Equipment Service & Repair plus Door-to-Door service from the manufacturer of the phone (w/1-year warranty from phone's for minor damage. I was given Asurion's number upon signing contract. When I got home, I called the cell phone company immediately. I asked what price plan I was on, if I had insurance & to verify the insurance company/number. Then I called Asurion & asked for a copy of their policies & procedures for replacing a phone. They sent it to my email & I printed it out. To this day, I still have the original boxes my phones came in (I had to swap 3 phones then to a new model [all free to me from the store] w/i 3 months because phones got too hot), the original receipts (including exchanges), the service agreement (that came w/original phone & recent purchase 2008), contract (1st [02-04] & 2nd [08-10] 2-year contracts) & insurance policy. Thing is, I never have used my insurance to replace my phones, am being very careful w/current phone (because of the way it flips), I understand the concept of paying insurance to get the replacement & know better to contact the Asurion before I put a temporary replacement phone on the account. Asurion checks to see what phone you are using before they honor your claim. If they see you are using a Motorola, but the phone you were claiming was a Palm, you replacement will be a Motorola. Keep informed, people.

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SprintNextelAsurion
,
Jun 11, 2008 4:38 am EDT

I call sprint this pass Monday 6/9/08 to report my Nextel i880 loss and i had to deal with Insurance Asurion this would be the 2nd time in my life... Everything went smooth and they said i had to pay a $50 deductible and that my phone would be ship within no more than 4 days... Okay is still Wednesday and i had this feeling that something was wrong! The first time i dealt with Asurion was last year in August and they made a big deal out of it, saying i had to sign a notarice an affidavit send them a photo copy id and the most recent bill! i was out of town and i had no bill with me... so i lost my $499.00 phone back then and i had to cancel my service with sprint/nextel... Here i am almost heading to work and was wondering how difficult they made it for me back then, i made a call right now to try and see if they could give me the tracking number of my phone and GUESS WHAT IT HASNT BEEN SHIPPED YET... Like im so pist cause this means ill probably be without a phone till next week. Asurion needs to get replace or we consumers should have diferent options when it comes to selecting insurance to our phones... I DONT TRUST ASURION NEXT TIME I RATHER LOOK FOR MY PHONE ON EBAY AND PAY THAT DEDUCTIBLE AND THE MONTHLY FEES TOWARDS THAT NEW PHONE.

ComplaintsBoard
J
8:26 pm EST

Asurion lock replacement cellphon

How stupid is this! I received a replacement cell phone that has been locked by someone else whom had this phone and sprint can't unlock and I tried calling for one hour to asurion and they have their stupid recording that eventually hangs up on you not allowing you to speak to anyone. What a business! Oh, but if you are giving them business at&t was able to pass me thru to talk to individual and now that i'm having problems with phone they sent they won't put me thru. How funny how business works when your giving them money they treat you well but when you needing something from them you get crab from them!

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M
12:00 am EST

Asurion defective phone!

Asurion sent me a replacement phone that had 5 separate defects, it is my firm opinion that asurion is shoveling garbage out of their warehouse, it is my opinion that asurion knows that a certain % of the replacement phones that it ships are defective. It is also my opinion that asurion management knows that a certain % of these substandard phones will not be returned, these defective phones are generating revenue, again my opinion. If you buy the phone insurance plan from t-mobile you may or you may not get a defective phone from asurion, want some advice... do not buy phone insurance from t-mobile/asurion, DO NOT BUY THE PHONE INSURANCE!

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12:00 am EST

Asurion phone insurance replacement

I carry Asurion insurance in my cell phone through T-mobile and my daughter lost her phone. I had a different phone replaced on the same account a few months ago and it was a breeze. This time their identification database properly identified me and then they transferred me to a different department and all of a sudden I had to fax them an affadavit. An internet form, with a copy of my drivers licence attached to it. The form clearly states that if the phone is purchased at a t-mobile center, kiosk etc.., proof of ownership is not required. After 3 faxes the superivsor told me that record of the phone on a bill is not good enough. We have had this phone for a couple of years and I dont have the original receipt or the bar code from the original box. And like an idiot here I am paying for a monthly coverage of insurance replacement. You know it sure feels like insurance fraud to me when they do everything in their power to not pay out a claim. Caveat emptor - let the buyer beware. Neither T-mobile or Asurion has called me back to attempt a resolution. Thank god asurion does not cover everyone (dont get phones with Alltel, Ampd mobile,Cellular one, Claro, Disney mobile, Iowa wireless, MetroPCS, Palm, Suncom, T-mobile, Tracfone, Union cellular and Verizon) next time I am going with Qwest Wireless. T-mobile was not even concerned when I said I was going with a different carrier when this contract is up in January. T-MOBILE DOES NOT CARE ABOUT THEIR CUSTOMERS.

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Jennie Vecchio
, US
Feb 09, 2016 8:00 pm EST

Hi Serafina. My friend found a blank TX TDI T-47 document at this site http://pdf.ac/6ssn94

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SerafinaWeathers
, US
Feb 08, 2016 8:05 pm EST

Great Article. piece . I was enlightened by the information ! Does anyone know if my assistant could possibly get ahold of a sample TX TDI T-47 document to edit ?

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bonita bohemian
, US
Aug 11, 2009 1:42 pm EDT

Asurion is awful, they sent me one broken phone, and here we are over a week later, and they are still waiting to send the new replacement phone so they can verify my address when I don't have a phone...deplorable customer service.

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Viiiqi
Columbia, US
May 14, 2010 1:30 pm EDT

I'm a former SunCom/T-Mobile customer, I reported to T-Mobile my cell phone situation... lost or stolen phone, because I was at a party, & I realized that I didn't have my phone once I had gotten home (lost or stolen is identified & considered under that same option) I was given the option to be transferred or to call into the third party co. Assurion Insurance Co. for the T-Mobile protection claim to be put into play. I was told It was not possible to go through with the claim at this time because there has been activity usage on the line & specific device in question. It turns out that T-Mobile neglected to suspend the service. Thus sending me back to
phase1: to initiate suspension of my line of the lost or stolen cellular phone. So... onto phase2: I chose to go online to http://phoneclaim.com/tmobile, where I-submitted the information required, A statement of what happened, & when I last had possession of the phone. to the best of my knowledge. then I get prompted to enter some information from a NEEDED Police Report & the claim process can't go any further unless this info. is submitted. I called my jurisdiction I was in, at the time I was in fact missing the phone... And was told by the Police Department that they don't do police reports on Cell Phones. ( makes sense to me, OK) So I called back to Assurion, because the claim form online is saying I have an invalid claim no. & I cant even check the status of this said, claim in process. Only to be told that it was reading on their system that I said the phone was stolen. I assured the lady that she was incorrect, & that lost or stolen was the option I had initially made the call to t-mobile, my provider & onto them(Assurion). Since that is incorrect she said were gonna have to withdraw this claim & restart you over with a LOST device... I asked her if this would prolong the already complicated process, she said No Mam, all you need to do is submit via fax proof of ownership, your drivers license & three hours afterwards we will call U & have your new device sent out2U the next day.This, I did...
Well when I received the call, which confirmed they had received my fax, & was ready to proceed with my claim, however if I was financially unable to, I was given a no. to call once I was ready & had the funds in my account to pay the deductible. of $40.00. I, now have the funds & I called to follow up on the pending claim... Only to find out that the information they received was incomplete, & that I needed to copy the affidavit form from the website complete if along with a copy bar code from the side of the box. So I'll be following up with this complaint once I submit the remaining of the runaround gotta getch'ya 2do all this for information they already have, for a service & coverage that I've already been paying T-Mobile for years & on 4 lines!...feel free to email me@vicky_virtuouswoman@hotmail.com. I don't mind future contacts in reference to T-Mobile, Assurion & this [censor] they're calling customer service, where satisfaction is NOT guaranteed!

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tmofan
, US
May 14, 2009 5:00 pm EDT

the insurance company actually works with most of the major cell phone companies. it's a 3rd party company. so it's like if you bought a set of headphones from walmart and then blamed tmobile that they broke. also, it's not required that you purchase insurance at all. and tmobile actually has alot of deals on unlimited rateplans and stuff ONLY for customers that have been there a long time. i'm a long time customer of t-mobile and i wouldn't leave them for anything. technology is NEVER flawless so you better look for the company with the best customer service. i've found it.

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june
,
Feb 29, 2008 10:46 am EST

what a joke t mobile and asurion are..if you are a NEW tmobile customer, you're important to them..if you're an existing customer - you're out of luck. they don't want to help, they jerk you around.

and asurion...another joke...they ping pong you back and forth between claims and technical support hoping you'll get mad and hang up. it was only after asking for a supervisor that i got anywhere..and even she jerked me around - first the model replacement phone we needed wasn't in production anymore and they offered me a cheaper phone..when i complained it went from "not in production" to "we get some in from time to time" to "let me check the warehouse to see if we got any in.

my advice...go anywhere but tmobile and don't buy the insurance...the minute i can get out of our tmobile contract they will have lost 3 customers!

ComplaintsBoard
V
12:00 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Asurion do not buy this insurance!

Asurion cell phone insurance. I bought the insurance for my five Verizon Wireless phones. And one of my phones got damaged so I called the insurance who told me that my phone was not in stock but that they would send a comparable model. So, when it came it was the cheapest piece of garbage phone I had ever seen. I called Verizon and asked if this phone was comparable to mine and Verizon told me that it didn't even come close to my phone. They said that they don't even really carry it in their stores because it's such a lousy phone. So I called the insurance company and after admitting that they just compare features to see if they are somewhat comparable and don't compare price at all, which just tells me that they did know they were sending me a substandard phone. They finally agreed that they would take this piece of garbage phone back and I would do without a phone until mine got off back order, but it would cost me an extra $20 reshipping fee! Excuse me?

They try to pull one over on me and when I call them on it they try to charge me for it? I don't think so!

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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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Asurion contacts

Phone numbers

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

Website

www.asurion.com

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