AsurionReviews 12,825

First time every making a claim and after 45 minutes on the phone nothing was resolved to help me the consumer. When I first filed my claim, someone from Asurion was to call me back to schedule an appointment. I didn't receive a call for over two days. Once I was able to speak to a rep and schedule, the first opening was 7 days later which didn't help because I would be traveling for Thanksgiving the next day. I was able to schedule an appointment in the state I traveled to and was given a 2 hour window. Technician did show up but couldn't fix my phone because he didn't have the part. He apologized and rescheduled for the following day but at a less convenient two hour window. I took the appointment anyway because I needed my phone working. I waited and waited and after the two hour window passed I called to check on the status of the appointment. The rep said I was scheduled for the following day with an even more inconvenient two hour window because for some reason the tech wasn't able to make the second appointment. No phone call or text message, nothing! How could they schedule without even speaking to me? After 45 minutes on hold to resolve the scheduling issue, Melissa, told me they can't waive the repair fee but could send me a gift card for $15.00. I asked them to offer a discount or a credit me a few months free on the new device I will now need to purchase since they're not fixing my phone. Nope cannot do that either. What good is insurance if you can't use it? Asurion and Verizon Wireless do not care about their customers, period! Very disappointed with both companies. What has happened to customer service in America?

I insured an inflatable mattress for. Ducks sporting goods in July 2019 it developed a leak n I filed a claim in January 2020. After numerous attempts phones calls promises to send a check. No check ever came. N when numerous attempts made they said it was sent returned etc. they'd get it right. Also when you call it's at least 30-45 minute time every time. Never received a check. A year later nothing. It's my opinion ASURION operates to promise promise promise etc etc n eventually customer quits n gives up.

I am a Verizon rep so I have customers come in all the time and I help the with there claim, about 50% of the time there website works with no issues and the customers get there phone the next day. However the other 50% of the time it wont work and we will have to wait on hold to speak to a Asurion rep even for something as simple as a crack screen repair. The staff is nice and friendly but the fact that when you call you are prompted to do the claim online, but the online system just is not very self sufficient.

I had paid insurance on my phone for years and finally lost my phone, so had to file a claim.
When I filed the claim, one of the options was to have my device already activated and ready to use.
I did receive the replacement device, but it was not activated, so I contacted Sprint to set the phone up. The Sprint rep told me that they don't activate devices prior to arrival.
So, I attempted to activate the device. After 4 hours, it was discovered that the SIM card was faulty. The agent on the chat actually asked me if I had another SIM card to try.
Who in the Hell (other than drug dealers and terrorists) carries another SIM card?
I took the phone to the local Sprint store the next day.
Guess What?
Sprint doesn't have a SIM card either, so they had to order it.
Between ASSurion and Sprint, this has been a complete waste of 4 days.
I hope everyone who is associated with either company burns in Hell.
I'd be better off with 2 tin cans and some string

Run far away from this insurance company as you can. They aren't trustworthy and are all about nickeling and diming you, finding any reason not to process your claims. I have the DirecTV Premier Protection insurance plan and I had a Samsung TV remote control that went faulty and under my terms and conditions, it clearly states OEM remote controls are covered for repairs or replacement. So when I went to open a claim the insurance rep stated they don't cover remote controls anymore and that Asurion some how magically just changed the T&C without any customer notifications. I explained to him that it was clearly stated in the T&C that remote controls are covered but then he pointed to a small one line in there that says "We can modify these terms at any time." But never got any notification or mail that they changed their T&C to not cover remotes anymore. Also the T&C that is on my Asurion account still shows that remote controls are covered. They use that one small line for a cop-out and can use it anytime to get out of not covering your claim... very SHADY and GREEDY company!

Two big issues I have with Asurion.
1)- the tech who came to fix the screen did so, but in doing that broke the phone so it was no longer able to receive cellular signal. Asurion replaced the phone. OK, but it took a lot of (still ongoing) effort to restore the phone to its previous state. I may have forgiven that, but then
2)- The phone representative gave me a repeated hard sell on a whole home insurance I didn't want and told her so. I finally agreed to let her send me some information to stop the sales pitch. Then a new charge appeared on my bill for the insurance I was clear I did not want. I'm still trying to get that removed from my bill. More time, energy, and frustration.
Even though I understand such things are no longer enforced, such practices are still illegal and speak to the core ethics of Asurion. In the end I spent $384 in premiums, $30 or so for a deductible to fix an $80 screen with a crack so minor I really didn't care. Add many hours of my time to deal with the phone, Asurion and Verizon and add the unauthorized changes for an insurance i did not, and do not, want. This is high among the worst deals of my rather long life.

I've tried for 4 days to submit my claim, make the payment, and receive a new phone. I've talked to 5 different agents and made 4 separate calls to figure out what the issue is in getting a new phone in my hands. The first call, I was able to get everything through, but upon delivery day, UPS claimed they attempted delivery and had the phone returned to sender that same day! I had no notification that ANY attempt was made, I was home all day. Ever since then, I've been calling to get a phone shipped, but the payment "isn't going through." I called my bank and they said they see the charge attempts and EVERY time Asurion has returned the payment. When I confronted them with this, they had no idea, and even mistakenly transferred me to the MetroPCS department. What a joke!

My daughters tablet broke, so I sent it in to get fixed I had waited for about 3 months just for a response and I never got one I had to call them up several times. They hung up on me over 40 times, and I legit am not joking. They finally after forever of waiting they just said to me that they couldn't fix product and that they would call me about giving me my money back for the product. They never called on the dates we scheduled, and they emailed me, and cause I don't like emails I didn't check it. So they wouldn't pick up their phone, were completely rude and didn't even send me my item back or the money that they said they would, and then they tried to accuse me of not being responsible enough for my own product. So honestly I would recommend you to not trust them and spend your time elsewhere.

Called them, told me they would send someone out to my place between 7pm-9m they never showed up! Didn't even get a notification why they didn't show up, money wasted!. Called hack today gave me the run around and told me they would ship it out again for another $129 BS! They said it isn't a guaranteed that I would have it by today (11/8/2020) but promise it would be there by (11/10/2020) But will still need a card on file again for another $129 WTF! Been trying to get our refund from last night and they aren't refunding us the $149 for the deductible of a new phone. So guess we will take legal actions now what a bunch of malarkey don't give in! We will be taking our business elsewhere.

I have broken my phone twice in the past two years.

Each instance resulted in three warranty claims through Asurion, and each process took over a month.

The online interface doesn't work. You have to call them directly.

Most infuriating is the quality of the replacements they've sent. I usually have to send back a couple of the replacements before I get something that will take or hold a charge.

If there is something physically wrong with the replacement, you have seven days to make another claim. Otherwise, you cough up another hundred dollar deductible.

I have been sent the wrong model of phone before. A five year old model that I never owned.