AsurionReviews 12,825

Ripoff not worth it unless you claim immediately. Service providers will need to share the blame as their agreements are tricky to make customers spend more money.

The whole experience was horrible and very tedious. A claim process that was supposed to take 24 hrs (as advertised) took four days because people answering the phone did not provide the correct information. I had to talk to five people before my claim was finished. When I called to unsubscribe from "My home protection" plan the other person on the phone was extremely rude and had a horrible attitude and kept putting me on hold when I was answering his questions. The unprepared and unprofessional staff members made me never want to have any type of business with this company.

They jerk you around endlessly. Spent 5 hours on the phone in one day. Filed six claims in one day. God awful!

If you want to waste money, Assurion will be at the head of the line to take it. I wasted 3 years of payments to Asurion. The one time I needed them, they showed what a fraudulent insurance co they are. My phone had a cracked screen and back glass. I sent the phone in for repair. Asurion said they could not repair my phone. They said because the back glass was broken, my phone could not be repaired. What a joke, back glass is probably the easiest and cheapest repairs to be made. The only option was to pay $199 instead of $26 and have them send me a refurbished phone. Absurd! Knowing that they would most likely send me some pos pieced together phone that will fail within a few months and fix my phone to sell to someone else made me angry. I know the history of my phone and it was cared for. To top it off, I told them to return my broken phone and I will have it repaired for a little more than their deductible and have my phone. Its been 2 weeks and several phone calls and no returned phone. The last lame brain gave me tracking from when I sent the phone in as tracking for the returned phone. I called her out on this and then after some time on hold she returns saying that the phone was shipped 3 days ago. Ok, wheres the tracking that is suppose to be provided? She says it will be updated in a day or 2. WTF, BS! You get tracking when shipped not days after. I dont know if they intend on returning my phone, so far it appears not. Horrible horrible service. Get insurance somewhere else. I trusted VZW preferred insurance and now regret it.

Update
Well, after 3 months of calling asurion asking where is my phone and them finally saying they lost it and I still had to pay$199 to have a refurb phone sent was too much. I called Verizon a few times about their poor choice in insurance company choice and what they were doing. Also made a complaint with the BBB. Verizon refunded 3 years of payments made to Asurion and Asurion magically found my phone and mailed it back.

I would have given them 0 stars if it was an option. This was my 2nd claim in 2 weeks. The used phone they sent me stopped working. I tried to make a claim however Asurion wanted to verify my id. I uploaded a picture of my license only to be told it needed to be reviewed by a security reviewer. When I asked what they were reviewing i was told security things wtf. I was told to call back. After explaining to them for the 10th time I didn't have a phone to call back. I asked to be transfered for the 3rd time all in all a 4 hour process to give them another 300 dollars for a used phone. I highly recommend not taking the insurance and just buying a good phone case

I bought a bed a it's coming apart. They are giving me the run around on my refund. I would say don't give them your business

The guy came to fix my mildly broken screen and broke the entire $#*!ing screen then I got sent a piece of $#*! refurbished phone that randomly shut off and won't even turn on. The fact that I paid hundreds of dollars to get a $#*!ing refurbished piece of $#*! is ABSURD. This company is a scam and im so disappointed Verizon works with them.

I'm not sure I will continue paying phone insurance, most likely not, wish there was another option. My phone got stolen twice while in Mexico, people be very careful here, I'm in shock and feeling so helpless, no way to contact them over email and chat is inactive, they ask you to call, well call you how if i had my device stollen? Not always people around with phones and that is just not helpful AT ALL. Waiting for over 24hrs for response and nothing yet, submitted a claim, nothing yet, they want me to call. I have no device to call you! Maybe figure some other valid options to contact you while out of US. Another thing I found pointless is they ask device serial number, well the device is missing yo so I can't go to my settings and tell you numbers. My provider is Verizon

Filed a claim on December 15 and was given overnight shipping to send in the broken device, received no notice of the status at all until January 5th that they had *just* gotten the package. Made no sense whatsoever. We were told it would date 3 business days to have it repaired and returned, and almost a month later we have not gotten any update or notice on whether or not it was repaired and being sent back. I would attach an image but there is no phone because they scammed us out of it. Since we have no phone we can't collect the insurance we placed on it and replace it with a new device. We have called numerous times to figure out what was going on and also was subject to poor customer service and false claims that they could not hear us on the other end.
Over all, this service is unreliable and unprofessional. I would avoid using this service and find an alternative for phone repair and replacement.

I have experienced nothing but trouble from this company for the last month. I was sent an inferior replacement phone to the one I was promised upon filing. When I called and complained, they told me it was the comparable phone to my broken phone, which was a lie. The replacement phone was a good $250-300 less expensive than my phone, and it really was just a trash phone overall. Then, they transferred my call overseas to more ineffective departments. I finally settled with them on another phone by another manufacturer, which was just slightly better than the initial replacement phone. When I got the second phone, it wouldn't register and turn on. I called and spoke with a tech at Sprint who said the SIM cards didn't match. I had to take it into a store to get it working---It took the guy 60 minutes to get on. I sent both my broken phone and my initial replacement phone back to the company in the designated envelops within a couple of days of receiving the first phone. And now, a week and a half later, I am receiving emails, voice mails and letters saying I didn't return the devices. The delivery problems incurred by operating a company during COVID should not victimize the consumer... They are harassing people and threatening to charge them over a hundred dollars on their credit cards for what they know is a COVID delay. It's disgusting. Sprint needs to get rid of this company as their phone insurance source!

I'm in tears as I write this. Asurion took all my money out of my account on New Year's Day and left me in the negative. When I called, NO ANSWER. I received a message saying they are enjoying the holiday today which is New Year's. While they are at home enjoying their family dinners, I have nothing to give my kids today for a New Year Dinner. I went through the proper procedures of filing a claim properly and returning the old device back to them after paying the $199 deductible and was still charged. I have to ask family for food today to feed my kids for the New Year because this scamming unethical company took all my money out my bank AND without warning. If something was wrong, at least they could have sent an email or call me but they didn't and took my money y'all on a holiday. I am beyond hurt and broken. God help us all.

I sent my s20 ultra 5g in 1 month ago to get the screen repaired through my sprint insurance plan. The site said my phone would be back in 2 days. After a week I called to inquire about my phone and I was told it will actually take 3 to 5 business days... that was 2.5 weeks ago. Customer service isnt amazing and it takes forever... you end up on the phone with someone in a different country who ends up having to contact someone in America anyway to find out the status of the repair. On top of that the loaner phone that they give you is complete garbage. It's the cheapest phone on the market & so slow it's almost unusable. I'm not asking for a $1500 flagship loaner phone but they can do Soo much better than the current ones. I don't have any of my contacts because the loaner is an LG with Google and all my info is in my Samsung account. It wouldnt be a big deal at all if the company could follow through on their estimated repair time, however 30 days is a far cry from the 2 or 3 to 5 days that I was told. They even use overnight shipping which makes 30 days that much more pathetic. Avoid these guys at all costs. I don't recommend this company but unfortunately it was my only option thru my insurance so I'm stuck with them. I was half tempted to tell them to just send me my phone back to prove they didn't lose it, but I'm not going through this a second time.

We paid $15 per month on our AT&T bill for insurance. They promised a new phone the next day. My son broke his phone so I filed a claim. Deductable was $125 for a phone that AT&T was selling new for $150. So Asurion tells me they're on back order. Wait a week. Call to complain and they say they'll send one out tomorrow. So I guess they wait till you complain. O. k. What we receive is a refurbished model. $15 per month plus $125 and we get a used phone.

Signed up for a protection plan while I purchased a gift for my wife. I recieved the gift, not the protection plan. They said they sent the plan via email. I looked in my spam, trash and inboxes before placing my negative review. They sent me a snotty email stating i should check these boxes before I rate them. I asked why not just send me my plan instead of arguing with me? They sent me another snotty email, I JUST CANCELLED THE PLAN!

I purchased the Samsung Note 20 Ultra. The camera lens shattered within a couple weeks. The insurance carrier is Asurion. I paid for a replacement phone which was sent with a blocked sim card and was unable to use the replacement phone, in turn not being able to send back my broken phone. I contacted my phone provider (Bell) who told me to contact the insurance company (Asurion). I called Asurion who told me to contact my phone provider. This game of passing the ball played out a few times, of one telling me to contact the other. Eventually Asurion indicated that they took the block off the phone but would have to wait 24-48 hours. I waited the time period and the block had not been lifted. I contact Asurion back who indicated that they would again remove this block. Again I had to wait 24-48 hours. Yet again, only to be disappointed of the phone still having the block on it. During this time I was given a 30 days time frame to return the broken phone. Since Asurion was unable to unblock the phone they indicated that there were notes on the file to extend this date. This all started in October. Today is December 25th, 2020, Christmas day, during a global pandemic. When the world is forced to not have in person contact we are relying heavily on our phones to contact our loved ones. I was not able to make a single phone call, text message or use my unlimited data to contact any family or friends on one of the most important days of the year. I called bell again and yet again they indicated that they could not do anything because it was Asurion that has now put a block on the phone and that I would have to call them. I call Asurion only to find out that they are closed on today, Christmas day. I go to Asurion website to see if they have a live chat, only to find out that the "Live Chat" was down and its being worked on. I even sent an email explaining in depth of the issues and I still have not heard back.
This service is an absolute disgusting despicable low. A company should have NEVER allowed this to go on for this long let alone disconnecting a Bell phone on Christmas Day.
The fact that I paid over $1000 for a device and paid the premium to to have a new phone sent to me that does not work and the issue still has NOT been rectified MONTHS later is absolutely disgusting.

Based off actual events that took place 12. 24. 20. I have a unique situation, where i won't be home for 9 months and i won't have a shipping address for three months. My phone was broken 12. 24. 20, so i called to replace it. I asked if they could ship it to any other address they said yes. So i have then a a Amazon drop box, they said no. I have them a FedEx address, no one more. I have them a UPS and guess what, no. They said they could ship it to my work. I said that's on the other side of the country. I asked to if theirs anything they could do she started getting irate. So i ended call. I called back spoke with another person went through all the same thing and i asked for a manager and she said no. She said theirs no one above her. So here I am a crisis nurse helping with the covid pandemic and they refused to help. What a ripoff. Use anyone else but not them.

My covered phone died Dec. 17. The first replacement they sent was defective. Took 4+ hours of tech support between ATT and Apple to determine that. They promised to send another phone. It didn't come. Called 2 days later, they said it didn't ship because it was backordered (another 1.5 hrs on the phone). Said they would send me a replacement check, ok. 2 days later ANOTHER phone arrives, ALSO DEFECTIVE! Another 2 hours on the phone with them and they said the check might get here by January 6,3 WEEKS after my original claim.