AsurionReviews 12,825

They REFUSE to cover your phone if you owe any money at all to your carrier! Not to them, to another agency. My carrier told them I was fine and to cover it and they REFUSED. Garbage and unethical company!

A tech finally came to replace a broken screen on my iPhone 8 Plus after rescheduling three times. I gave him my phone and he said "oh this should be an easy fix. Should only take me 20-30 minutes" he asked if i was running on 15.4 software…I was. He also asked me to turn off my find my iPhone which I did. A couple hours go by and I still haven't seen the guy. Finally he comes back and tells me the new screen wasn't working. Said something about it not calibrating. He said he tried putting my old screen back on and it didn't work either. He said he may have to factory reset my phone. I told him I did not want to factory reset it as I had pics of my dad and grandmother on there that were both deceased. (I know stupid me for not having them backed up) he said "I'm going to cry" He said he was going to try a couple other things to see if by chance one would work. I asked if there was anyway I could get the pics/video's off my phone if they didn't. He told me there wasn't. He said basically the phone was a paper weight. He comes back an hour to an hour and a half later and said neither of the things he tried worked and he had to factory reset the phone and I would have to call to get a replacement phone sent to me. He didn't even verify it was ok to factory reset it. Never once did anyone say anything about that even being a possibility. I was told it was an "easy" fix multiple times. I called Asurion to make a complaint. The lady I spoke with was rude and acted like it was no big deal. She stated "Apple products always have to be factory reset to change parts. That's just how Apple is" I have talked to numerous people who fix Apple products including my son that all said that was not true. Had I know there was even a slight possibility they would be doing a factory reset I would have made sure everything was backed up. I was also informed all my information could have been downloaded on a computer and put back on my phone. To say I am pissed is an understatement. I have also called Verizon to make a complaint. I'm waiting to hear back from someone hired up at Verizon. DON'T use Asurion!

I would stay away from this company if you are need of service. My refrigerator/freezer went out and scheduled an appointment for the next day between 1-5 PM. I get e mails starting at 8:09 AM saying that service is on schedule and we will see you at the allotted time. While in a meeting in the AM, I received a voice mail saying the appointment was cancelled while I watch 300.00 worth of food rot. I called them 4 times and left a message but never received a call back until 11:00 the next day. Needless to say I went out and purchased a new Refrigerator as i could not wait around any longer. Extremely poor Customer Service.

If i could give a 0/10 or like a negative 20/10 I would. They keep sending techs to fix my tv and with every visit my tv gets worse. I am not blaming the tech but rather the parts they are using. What is making me mad is they will not reimburse me. Apparantly another tech needs to come out and tell them it cant be repaired as if the first 3 visit didnt give them that information already. I heard horror stories but the store i bought my tv from recommended them. Dont be like me, if you see asurion just say no. Its less stressful to just pay out of pocket for a replacement than deal with asurion

Absolutely horrible customer service. Had to get two phones replaces. Took two days, 10 phone calls and 4 hours of talking to Asurion customer service reps and being put on hold to finally get the phones shipped. Nine different people hung up on me. Most of the reps barely speak English and get flustered whenever they have to go off their script. They get ignorant, just hang up or transfer you back to the At&t. This company is basically a scam. Hope if you have to deal with Asurion you can get it done online and don't have to call they customer service or you will be extremely frustrated and waste hours if in days worth of your time. Terrible experience.

Asurion provides CHEAP 3rd-party device-replacement insurance to the wireless carriers EXPENSIVELY to you by instituting ONEROUS and LIMITING terms that DON'T cover all of your carrier family plan devices but charge you a claim DEDUCTIBLE for the headache of them replacing your device with an incompletely REFURBISHED device still exhibiting problems its original owner experienced with it.

They have denied the 2 legitimate claims I have made one for cracked screen in October, and one for another issue today. They have Not explained, just sent a message saying denied claim after making me jump through hoops just to get service. Cancelling my service today. On the phone with them now, they are trying now to tell me that they will do a claim review, now that I have called to cancel. Better off just buying new Instead of paying for $25 a month forever for NOTHING.

My lap top screen stopped working. I filed the claim on January 14th and was told I'd receive a box and shipping label in the mail to send the lap top to them to inspect and try to repair. Two weeks later, I still didn't receive a label or box. Many calls and long waits later, I spoke to someone who said they didn't receive a copy of my lap top purchase receipt (even though I did upload it back on January 14.) They made me upload it again. (Keep in mind, they never emailed or try to notify me of this "missing" information.) After that day, I called them several times a week because the label and box were never arriving. One day, it finally showed up. I sent the lap top back. Again, after several more calls, I was finally able to get someone to tell me it was unfixable and they'd replace it. I was then never sent any updates, and I'd call to check in only to be told I'd receive the replacement in a couple days, or I was told that they needed more information. I must've called them 50 times in total and every time, the prompts alone would take about 10 minutes to finally reach a person. Then that person would try to sell me more insurance before helping me with my ongoing claim. Each call took about an hour, and I'd get nowhere. I finally reached out to AT&T, where I bought the Asurion insurance. The salesman there assisted me to get to the bottom of this. He placed several calls to a higher-up at Asurion. It's March 28th (over 2 months since I filed the claim), and I finally just got my lap top computer thanks to AT&T stepping in. I would NEVER recommend Asurion.

Absolutly Horrible Customer Service. Is it their policy to Hang Up on customers? Well that's what just happened to us. My husband was speaking with a rep and the rep hung up on him. We have service with T-Mobile. My husband purchased 4 phone with the Family Plan including insurance for the phone. Now I know this part isn't Asuion's issue, However I accidently dropped my phone the screen cracked and my phone doen't work now, but when I took it into the T-mobile store they told me that all the phones accept mine had coverage. So I got my husband and when we returned another employee stated that only 2 of the phone had coverage! Now why would we have a family plan but only get insurance on two of the 4 phones, that's absurd! Plus we were told two different things within 30min! The employee said he can add insurance on the 2 other phones, then we need to wait about 3 days then file a claim. That's what we did and then 1 week later we were denied, stating we didn't have coverage the day of the accident. This makes absolutely NO SENCE! It seems the employee who signed us up for the Family Plan obviously didn't do his job. Like I said that's not on Asurion. What is on them is that their associate hung up on my husband.
I've worked in customer service, I've also worked for a call center. There were times where ''YES" I wanted to hang up on some Irate customer, although if "I did!" I would of lost my job for it or been in some serious trouble. This guy shouldn't have a job where he gets that upset to hang up on someone, this isn't High School! Train your employees better and inform them that it is not acceptable to hang up on a customer just because they are upset with the circumstances, it is your job to remedy the situation to to elevate the customers frustrations. For anyone reading this review Be careful if your upset when you call this place because they will probably hang up on you!

3 calls + 1 month later I received the return label. Now I have to take it to a UPS store or pay UPS to pick it up. I still haven't gotten to the coverage part, can't wait to see what happens with that.
Worst warranty co. I have ever dealt with.

Purchased a LG refrigerator (first mistake) from Homedepot (second mistake) and bought the 5 year extended warranty through asurion ( third and biggest mistake) I have had NOTHING but problems with the refrigerator and NO help from asurion. There is not enough room here to explain the problems I have had with them. At this point I have toured the matter over to my lawyer. DO NOT PURCHASE A POLICY FROM THEM!

Worst insurance company ever. I have an LG Wing Phone which internally malfunctions once every 4 months and has since I bought it in April. Asurion gets paid from Sprint/T-mobile every month and had replaced this phone 3 times in the past due to the phone internally malfunctioning 3 out of 4 of those phones, once when I fell down the stairs. But, unless the phone is physically damaged, they cant help you or won't. If you return the phone within 90 days, they will help you. But, without physical damage, the insurance you pay for is basically worthless. Unless you have a broken screen which can be repaired for a small deductible fee. Thank you, Asurion.

I had never heard of Asurion in my life before I got my "welcome kit" from them and discovered they'd already signed me up for $30/month coverage (including taxes, which are real $$) that had already taken effect and which I'd already been billed for. To cancel you have to phone them (no other alternatives) and wait on hold an unconscionable time

I always have insurance on my phones. Ascurion refused to help once in of their employees promised us a price. They back peddled and would not honor it. I spent about 19 hours in the phone called 5 times. They rejected the claim because their records s showed a different phone. They kept giving us the run around very rude. Ms. Julie and Veronica are suppose to be supervisors and they are were not helpful at all rude and condescending. Don't take it out your better off not dealing with them.

I recently submitted a claim for a broken screen on one of my business account lines. I ended up speaking with the adjuster of my claim. She was so incompetent and ridiculous that I got so close to moving my business account from verizon to another service provider competitor. She informed me she was going to deny my claim. When I demanded a reason she told me she couldn't tell me because it was confidential. I thought this was ridiculous as I expected to be told why my claim was denied. I felt Asurian was not being transparent and fair in handling insurance claims. I don't recommend to purchase any insurance from asurian.

Dealing with Asurion has been an absolute nightmare. The representatives were extremely rude. The fourth person that looked into my repairs status and said the tech told him the part to repair the MacBook Air laptop had just arrived and it that it would be an additional 3 days before the laptop was shipped back to me. It's been 7 days and I called Asurion for another status update, only to be transferred twice and then told by Demetris in the CEO's office that my claim had been canceled and that it would take 24 to 48 hours to look into what happened. There was one obstacle after the next while I was trying to get answers I felt like I was being given the run around. I am still waiting to hear back from Asurion it's been over 20+ days. If there is any way around using Asurion do everything in your power to do so. I can honestly say I'm disgusted by the customer service I received from this company.

I only said yes to the guy who brought me new refurbished phone from assurion because the stupid guy couldn't even help me set up Google on it, HE also never put the little card I think it's called sims card. When he said to me trying to set up my phone & COULDNT "gee see THAT'S why you need home device protection because Your gonna have to go to the Verizon store and see if they can help you, because I've never seen this happen before-meaning Google not able to respond to his setting up my phone. I have a brain injury (TBI) and needed help. I'm very technologically challenged now. I got scared that the Verizon store didn't have to help me but if I had assurion home device protection they'd have to. I was duped, an idiot I know. But needed help. He lied and said first month was only $15 and I COULD CANCEL ANY TIME I WANTED... TOTAL LIE IT WAS. I CANCELLED 3 DAYS LATER & WAS IT A HASSELL BIG TIME. THEY KEPT SWITCHING ME TO A DIFFERENT DEPT. FINALLY I CANCELLED IT AND NEVER EVER RECEIVED MY CONFIRMATION EMAIL... RED FLAGS WENT UP... Verizon tried to charge me for it and I finally got a human being to understand I had CANCELLED IT. HOURS later it was removed and bingo there it is again the $25 charge on March's bill. Verizon now giving me run around. I refuse to pay something I don't have or want. It's a scam and I wish to god I never went back to Verizon last July... I'm gonna have to cancel Verizon, screw up my credit and go back to metro pcs and save $50 per month. Verizon use to be really good now it's all about them making money off of the disabled...

I have never had to make so many calls and re calls and fill out and re fill out so many forms In My life. All just so I can wait 2 weeks for a replacement.

I paid into insurance for years. When I dropped my phone I put in a claim to replace the screen for $49. They told me they couldn't fix it because the mobile klinik they use for repairs couldn't get any Samsung parts due to couldn't. So they forced me to pay $316 for a replacement device even though I paid to have the cheaper repair option. Then they gave me the run around for 3 months where I had to continue calling almost daily hoping I'd just give up and go away. They now tell me they can't send me a replacement device because I live rural and have a PO box. They say they can't send to a Canada Post location or a telus location for me to drive 1.5 hours in to pick it up as it's against their policy. Finally I begged them after over 3 months to provide me some kind of solution. They told me there is none. So basically they stole from me. I paid for insurance and when it came time for a cla refused to provide me with the service.