AsurionReviews 12,825

PURCHASE THE PLAN TWO YEARS AGO. IPHONE 11 LOST 6 MONTHS AGO IN THE HOME OF A FAMILY MEMBER; TALKED WITH TMOBILE ABOUT IT STATING WE REALLY WANT TO GET THAT PARTICULAR PHONE BACK. WELL SINCE WE'VE EXHAUSTED EVERY AVENUE TO TRY TO LOCATE IT, IT'S BEEN PINGING AT A RELATIVE'S HOUSE WHERE WE KNOW IT WAS LOST, BUT NO ONE CAN FIND IT. LONG STORY SHORT...FILED THE CLAIM TODAY -IT WAS DENIED. FIRST THEY ASKED IF IT WAS LOST DUE TO DOMESTIC VOILENCE, (WEIRD QUESTION TO ME) BUT ANY WHOO- NO IT WASN'T- THEN SAID THE CLAIM IS DENIED BC IT BEEN MORE THAN 90 DAYS SINCE BEING LOST.

Received a called prior for directions. Sent pin of location. Arrived. Professional and friendly service. Cracked screen replaced in less than an hour while waiting in the comfort of my home. Thank you!

Asurion has refused to credit my account for $275, which has resulted in my AT&T account being suspended.

They have been good in the past at replacing phones. This time, my Pixel 3 kept going bad so they paid for a phone.

But they have a very user unfriendly system. FIrst you file online and then you can't complete the claim online - you have to call. Of course, my phone isn't working. I borrow a phone and during the half hour wait, they keep saying go online. And whenever I go online, they say to call.

When they finally got me, they said I had to send my old phone back within 10 days or I wouldn't get the reimbursement for the phone they said to buy on my dime. 7 days later, they didn't send the replacement, so I had to call and they were.

Very frustating system, and they won't let me leave reviews.

I had dropped my old phone and needed to file a claim for a replacement. Received my replacement the next day, worked really well, got everything transferred, did my factory reset, or so I thought, and mailed my old damaged phone back. Received the email this past Saturday morning that they received my phone and hoped my new one was working well. The following morning (yesterday) Received multiple texts for attempted fraudulent purchases with my bank card! My bank card was NEVER used in a store and was only connected to three very secure sites for bills. Spoke to the Fraud department of my bank that morning, confirmed that, no I did not attempt those purchases, and had the card frozen. Today, 12 more fraudulent purchases were attempted with this card! Contacted the three people I had the card connected with and no breaches were found. My bank agreed that Asurion may have had something to do with this. Called Asurion tonight and the first worker transferred me to the escalation team. The lady I spoke to on the Escalation team was very rude to me, first saying they never received my old phone, asked her why then did Asurion send me the email that they did, she then changed her explanation to say that they did receive it then the phone was scrapped. Asurion WILL NOT do an investigation into my concern, especially since I did not have an issue with my bank card until they received it! If I could give 0 stars, I would. Thankfully, my other accounts are fine. If anybody needs to send their equipment back, MAKE SURE YOU HAVE IT 100% CLEARED OUT! Asurion WILL NOT protect against Identity Theft or fraud!

I've been waiting for over 20 days to get an update on my claim. When I looked up my claim status, it said claim was still open, however I called Asurion customer care service and a representative implied my claim was canceled due to my name being different (nickname was 3 letters and my name has 7 letters). No one sent a correspondence or even attempted to call. So, I would have been waiting around for eternity waiting on my claim to be approved. They are the worst. I purchase multiple Asurion plans through Amazon for products - never again! Also if your product was burnt in a fire or you lost it, Asurion will not reimburse you. You have to have the product. They are a scam, just like any other insurance company.

I have had to experience but horrible. First I sent a phone back for cracked front screen, I mailed it off to them to be told they would not fix it due to back being cracked I advised them it was not cracked when I sent it they argued with me and refused to fix it, sent me the phone back and the back was not cracked after calling them back and speaking to manager sending picture proofs of back not cracked they apologized and they would send a replacement phone amd to send that one in. Second one cracked screen they won't fix first they said it had water damage which I know it did not then they tried to tell me it had a bent frame they are a scam!

The only reason I'm giving this 2 stars instead of 1, is because they did EVENTUALLY fix my phone and get it back to me.

It took over a month for me to even be able to file a claim. Every time I tried online, the site said my device was not supported, every time I tried to call, there was some technical issue between them and Verizon that prevented them from processing the claim. It was unendingly frustrating.

Finally, I got it processed and was promised that someone could come to me and get the phone fixed in a matter of hours. Whoops! Turns out I actually have to mail it in, let them fix it, and they would mail it back. No worries though, it should only take a few days. NOPE! It took nearly three weeks for them to fix my phone. At one point during those three weeks I called them for an update. I was put on hold for nearly 15 minutes just for the person to come back on and ask for the tracking number of the package that I had sent 3 weeks ago. They didn't know where my phone was. They didn't even know if they had ever received it, if they had started fixing it, they knew nothing. I almost lost my mind but didn't have the tracking number on me, so said I would call back when I found it. I never ended up calling them with the number, because my phone showed up in the mail while I was still looking. Seems like they should have known that it was on its way...

Now, to add to the frustration, my fingerprint scanner has been disabled and I cannot turn it back on. I'm dreading having to call them to get this addressed.

To top it all off, at the end of every deeply frustrating phone call with their customer service agents, they pushed incredibly hard to sell me more stuff. I realize it is part of their job to sell additional insurance but when the customer is already so frustrated and irritated, maybe read the room.

Have never had an easier insurance claim for anything. Painless and had the replacement phone within 24 hours. The first time it was delivered by someone who helped set up thr new phone. For the second claim, I requested it be sent to me and i received it asap. Super easy and painless.