AsurionReviews 12,825

The battery in my son's phone would not hold a charge. Took it to Att, and they checked the battery said it was within the percent that requied a new battery. I've been paying Asurion $15 a month for over 2 years, and I have free replacement batteries. Took it to their authorized repair place. They check it and say the same thing. They have batteries in stock. File a claim with Asurion. They say I can only get a new phone and pay a deductible of $200 because authorized repair place does not have the part. After 3 hours on the phone going around and around, they refuse to honor my plan put a new battery in. Then they hung up.

Why even pay 70 bucks a month through Verizon for Asurion if they have ONE person within an hour of where I live? (I live in Canton, OH. It's not small.) They had me reschedule my cracked screen repair appointment twice over the course of two weeks. Then the second time said "Oh sorry, the tech was exposed to COVID19. We don't have another available. You can either drive an hour to Euclid, pay 120 bucks more for a replacement phone, or schedule out over two weeks out." After two weeks of having broken glass come off my phone, I asked for my deductible back, cancelled my claim, and cancelled all the insurance. Two years of paying for the insurance and the first time I need it, I get stiffed. Better off paying a hundred bucks one time to replace the screen somewhere close by. Be smart, either get insurance with someone else, or look into phone repair places nearby to see what the cost really is should you have an OOPS.

After paying $60/month for two years to insure 4 phones we tried filing the first claim. It was to be $29 to replace a broken screen. I requested a tech to repair it at our home over the weekend, nobody showed up. I requested another tech for Tuesday. He showed up but looked at the phone and said he couldn't work on it because the EMEI numbers didn't match the work order. I would need to get Verizon to assign the correct number to it. I checked the numbers and they did match the confirmation email Asurion had sent before the tech visit. I requested another tech for Wednesday. He showed up but by that time only a small part of the screen was working and I could not immediately turn off the find my phone app. He said that was necessary or the only alternative was to pay $199 to exchange the phone for a refurbished one. The last Asurion person came about 6:00pm and gave me a new refurbished phone for $199. I feel like a victim of a fraud, it would have been cheaper to save the money wasted on insurance and just pay for a brand new phone or to have used any other service to just replace the screen when it was first broken.

Complete crap. Stop. Save your money!
Been paying for full insurance with 1 day repair or replacement. Screen cracked and I followed procedure to file claim. As others say, you get hung up on repeatedly. Claim said will be processed in 3 hours. A week later, it still said that. We were told that no repair service is available where I live and bc of system errors they were going to replace my phone for the $29 fee. However, conveniently, no notes were added to the system, so they said I would have to pay the $200 replacement. Mind you this has been several days without my phone. Bc I use it for business, I ended up paying $400 for a screen replacement locally. I couldn't wait forever for this process, which is almost impossible to follow up on. Don't try to get any help from Verizon. I have been with them for 20 years and they don't care a bit. We will be leaving Verizon after our family's phones are paid off.

I've been trying to complete a phone claim for a week now. I filed the claim, tried to pay it for a day then they wanted docs uploaded from me. Then, I uploaded docs, tried to pay phone claim and an error message everytime. After, 3 days of calling I have no resolution, I spoke to my bank and they said Asurion keeps submitting transactions for $0 and that's why it doesn't work. I have spoken to 3 people who don't help at all. I have never dealt with anything like this before and its beyond frustrating.

I have literally had the WORST experience trying to replace my phone EVER. Verizon used to be my favorite phone service... UNTIL they started pawning off their customers to this GOD AWFUL insurance company. The company wants you to fill out and sign an affidavit by hand, along with your photo ID. This is all fine until you realize you can easily do this with a normal working phone... but when your phone has been shattered, this is EXTREMELY inconvenient. Their phone service tries to advertise for you to do everything online... but their online service is only available for support or issues over the phone. HOW IS A PERSON SUPPOSED TO CALL THEIR SUPPORT LINE WHEN THEY HAVE A SHATTERED PHONE AND WHEN PHONE BOOTHS DONT EXIST ANYMORE? Am I supposed to call from my magically appeared phone? They had me wait for TWO HOURS just for them to cancel at the last five minutes of my two-hour window... all while I was waiting with no phone to contact them to receive any updates! Verizon messed up big time by having this company handle their insurance. Literally the WORST experience ever!

Just set the money you would have paid this company aside in a savings account for a new phone. Asurion is garbage... the monthly payments we pay for this service are not worth it. When you look at the overall cost for the service, then the "deductible" you have to pay for the replacement phone it isn't worth having this insurance.

It would be better to save all that money in an account and use it for the purchase of a new phone if your phone breaks. They offer no value or service. ESPECIALLY when you consider the amount of effort you have had to go through to get a replacement. That's a lot of work on the consumers end.

I am not sure they offer any service at all. When you add up the cost month to month, then the deductible for the replacement phone, it would be better to save your money toward a replacement or upgrade if your phone breaks.

The bureaucracy of these cell phone companies is depressing. I have had to spend far too long on the phone and writing e-mails to try to get help with my phone, and in the end the cost of that service is absurd for the amount of effort I had to go through to get an overpriced replacement. Save your money and time and put the money you would have wasted on Asurion aside into a savings account.

Their Website is a nightmare. It seems simple, but when you go to check on your claim, it just ends up creating a new one, and you will have to eventually end up wasting at least an hour of your time getting help.

Granted, I'm not going to be charged, but this will be the second time I'm having to send in a phone that was supposedly going to work, and had nothing wrong with it. Well, that last for about a week. First, it was the sim card, and now, I'm having to send this one in, because the speaker, where I should be able to hear the other person, isn't working. That, or I may actually get lucky, and barely able to hear the person I'm on the phone with. I'm getting so sick of this BS, and their BS of telling people, that they're supposedly a great insurance to have for your phone. NOT HAPPY AT ALL!

Let's look at the simple math. I have paid $720 over the past 4 years for Asurion ($15 x 48). The glass on my phone is broken, but it works fine. No internal damage. Asurion says they cannot fix the phone because the parts are no longer available, and they must replace the entire phone. They then say I must pay a $149 deductible to replace the phone. (The deductible to replace the glass windshield of my car cost less than that.) If I accept this option, I will have invested $869 just to get an old refurbished phone. Without Asurion, I can replace my broken phone with the same model for $90 - $102 with free shipping, or I can order the glass replacement kit for $27 and fix the phone myself using the instructions and several YouTube demonstrations. Asurion investment and deductible = $869; Purchase same model outright = $90 - $102; Repair my own phone = $27.

None of the above includes how horrible the service was in trying to file a claim. The Asurion rep kept ignoring my questions, would not resolve my phone issue, and proceeded to try to sell me more worthless insurance (Asurion Home Protection) while never addressing the issue I called about – a broken glass screen cover. Then when I tried to cancel the coverage because it had $0.00 value, they kept diverting and would not do it. I had to go to Verizon online and do it myself. I will NEVER use them again. I have already paid for the equivalent of a new phone, so why do I need them?