AsurionReviews 12,825

Honestly the worst experience ever. I recommend not to get a plan with them. I pay insurance and they refuse to replace my IPhone 13. I've had to go back and forth to get a replacement and they keep declining it. I'll be on the phone with them for hours and suddenly get disconnected and they won't call back. I just got off the phone with a guy who told me if I keep going through the same process he doesn't know what to tell me that it's just going to keep happening it's honestly so frustrating. How is it that I'm paying for the service but they can't help me. Honestly so frustrating

The rep on the phone explained everything to me, it was such a quick and easy process. My phone screen got cracked on a Sunday evening, I was on the phone and scheduled for the technician to come out and repair Monday morning between 9-11 AM. They send you instructions on what to do before the technician gets to you, and it was very simple. The technician calls with their eta before they head your way, he showed up asked a couple of questions, took my phone and the repair was done in 20-30 minutes. For a busy mom of two it was so nice to be able to have it repaired without leaving my house. & there is a 12 month warranty on my screen incase anything happens. I would prefer to have my phone fixed this way instead of having to drop my phone off at a store for a couple of hours!

This is now day 3 of trying to make a claim. This website kept glitching or telling me my info was wrong. I would call Verizon and they would say "no, all info is correct." I'd call asurion and be told no the info is incorrect go change it with Verizon and call us back, then we can fix it, so I did. Now I have to wait 48 hrs for the change to get to asurion. This will make it 5 days to do 1 claim for 1 phone. I'm beyond frustrated, this is anything but simple and easy. This is a nightmare.

Beware of this company, they over charged me on a replacement phone, I was charged 279.00 when I was only to be charged 99.00 due to assurion customer service processing my claim wrong. They processed my claim as a lost phone when I told them I had the damaged phone to return to them. I then had to wait 4 days for my replacement phone when it normally takes 24 hrs. I then call assurion back they say I would have to return the new replacement phone back to them, once they receive it they would process the correct claim. Which mind you I would need to wait for a refund of 279.00 and then pay another fee of 99.00. And my kid would wait another 4 days to recieve a new phone. So that would be almost 8 to 10 days without a phone in total. I ask for a higher supervisor they direct me to a Craig in the ceo office. He offered me deals that I was not into. Such as an upgraded phone,(mind you after I return the replacement phone) or he said he would give me 1200.00 and then I would need to purchase a new device (once again how long would this process take for the refund and then to go find another device. So I ask him why they just can't credit my account the 60.00 for three months(totaling the 180.00 that I got overcharged). He tells me he needs to contact Verizon for this, calls me lastnight tells me he needs to put in writing to Verizon and would call me back today. He never called I called him to be told he has to call Verizon. He gets them on the phone for them to tell me they won't credit my account because its an assurion mistake. So basically I am out 180.00 because assurion customer service processing my claim wrong. I have been with Verizon and assurion since 2014, I have 5 lines and carry the full insurance on all my lines. This is really unacceptable in my opinion.

Update issue has been resolved, happy now