AsurionReviews 12,825

I broke my screen and had called for two months trying to replace it. When I tried to upload a photo of my drivers license it wouldn't except it. Called back and they said i need to send it from an ipad, iPad, wouldn't except it. They told me i could Email it, they said they didn't receive it, did it twice. Then they said i could fax it they said they didn't receive it, faxed it 4 times, then they said oh ota because it needs to be front and back, did it for the fifth time and they said they didn't receive it. I have been trying to replace my broken phone that my camera dosen't work and I use my phone for my business and have twin 4 year olds that I would like to capture precious moments. I have tried for 2 months and all they will say is I do apologize but will not replace my phone that I pay 15 dollars a month for. I finally gave up, i will have to find another company. The absolute worst business I have ever dealt with. I am dumbfounded by the circles that they take you through. Do your self a favor and never go through this company, they are bogus.

Placed a clam on 8/28/20 was charged a extra fee to expedite shipping for next day which would've arrived 8/29/20, Never received the phone i would've been okay with even 8/1/20 still no phone each time i reached out i was hung up on while they claimed to place me on hold to help. Checked the status online and its trying to charge me more money another (245.00) to be exact. By the way they only received one star because thats the only way a review can be submitted i also will be sharing this with bbb

The contract you sign up for claims you will pay $30 to repair a cracked screen; however, it is actually $300. MY STORY - Phone damaged on both front and back. Two separate appointments were made to have someone come to our house, and both were missed by the provider - they just did not show up. Service rep said that if third appointment was missed then they would send a new phone. After a total of more than three weeks the service person actually did call when 'on their way' and asked if the back of the phone was also damaged, then refused to provide the $30 service. Many weeks lost, tenfold cost increase, zero actual service. After more than 15 years with Verizon we will be checking with AT&T and T-Mobile, couldn't be worse or more expensive with lower integrity.

When I I bought my cell phone, I decided to pay a monthly fee for an extended warranty against water damage, theft, screen damage, among others... When I called to make it effective since my phone broke, I was told that I had to pay a ridiculous deductible which was near the price of getting in my own a new phone. The protection plan was supposed to cover a new cell phone as a replacement, but instead, this company sent a refurbished cell phone, which was defective since the 1st day. I had to ship it back, and as it was not my fault that they send a defective device, they were not supposed not charge the deductible again. But guess what?. They did charge the deductible for a 2and time. They claimed it was not their fault but the cell phone company's fault. This was not the case since the cell phone company had nothing to do with the warranty protection offered thriugh a 3rd party company, Asurion. Multiple calls and worst customer service ever. Not accountable and very dishonest. I checked other reviews and it seems this is the modus operandi with this company. Stay away. Save your time and $.

I have this insurance because Wells Fargo uses them as a free benefit to card users as long as you pay your phone bill using the Wells Fargo cash credit card.

I submitted my claim on 8/15/2020 and did not get a response until 8/21/2020. The response claims I did not give them all the info on certain documents. I explained that this is not true as I went over the documents with them. The woman, who was a flat out liar, said its not the whole bill and we want to make sure you don't have insurance. I explained i can't upload the whole bill because of limitation on your site. She asked me to email it amd I did. I was told they will get back to me in 2 business days.

I call them after 3 business days and was told the email takes 2 days to get forwarded (!). I was livid and questioned their intelligence and their ghetto type busines they are running.

They keep adding another 5 business days every time they ask for anything.

12 days later and my phone is still broken. I had a device issue in thebpast while signed up with square trade and the issue was resolved in 24hrs.

Disgusting business!

My grandson's phone was damaged and I attempted to complete the claim online but it would not complete the process unless the "Find my phone" function was deleted from the phone but it wasn't functional and the instructions for deleting it when damaged did not work. After 4 hours of calling Verizon, Asurion and Apple—finally we got it figured out ourselves as no one knew what to do. Asurion needs to have an override of that "Find My Phone" as this can be done after new phone received. This mess took up time when the phone could have been on its way. Very frustrating and was close to giving up. So hard to talk to a real person who knows something—yikes!

I have a HP laptop that had liquid damage. I had purchased the product from BJs with an extended Asurion warranty. They fixed my laptop and among the things they did is replace the motherboard. When I recieved the laptop it was slower than mollasses. I updated all my software, deleted any unused programs but the computer is still slow. I callled asurion and over an hour on the phone and all they could tell me is that since my laptop powers on "is functional". There is nothing they can do as the warranty only covers hardware. My laptop is not functional as I had an i7 processor as I needed the speed... a slow laptop when having to do multiple things at once is not functional. The customer service is terrible every time you ask to be transferred it takes over 20-30 minutes of hold time for someone else to tell you what they cannot do. Replacing a processor with a slower processor? Not functional, nor is it a warranty, my expectation was to recieve my laptop that was functioning as it had prior to the liquid damage.

Asurion has layers of incompetent customer service and claims management whose only objective is to reject claims. I have spent days jumping through hoops and being placed on hold after five service calls for a Samsung refrigerator. The last two technicians they sent said they could not fix the unit and now Ausrion is saying another technician has to verify what two other technicians have stated. The Catch-22 is that calls to schedule this "final" assessment have been futile, meanwhile no working refrigerator, no replacement refund, and the complete run around whenever I call for status. Save your money and take your chances. Asurion product protection is a complete scam and the worst company I have ever dealt with.

There customer service sux. I had my phone stolen and it was thru Verizon. Well to make a insurance claim I gotta go thru these morons. I'm over a month into it and they keep telling me I'm using a Samsung s9 to make the phone call so they can't replace my samsung s20 cause I'm not using that phone. No $#*!in $#*! I'm not using that phone it was stolen. So basically I buy a 1600$ s20 thru Verizon and I'm gunna get stuck with a s9 cause thats the phone im making my claim on. I already have a s9 dont want another one. Especially an old phone outdated for 1600$. Thats verizon and asurion for u. They both suck as a company

My daughters cell got stuck on the restart screen on a Friday night. We went into a Verizon store on Saturday and because we have insurance they gave us the www.phoneclaim.com website for Asurion. I spent two hours on Saturday filling stuff out online, having to print a sworn affidavit, including the ESN/MEID/IMEI. My daughter couldn't get to the ESN number with the instructions the website gave us because her phone was locked on the restart screen, so I spent the remainder of time waiting on hold first with Asurion and then Verizon. Today, Sunday, I woke to an email saying my claim was processed and approved and to "click here" for more information. The email took me to a screen that said Asurion needed more info and to contact them (WTH)! I then had to fill out a form to have them contact me and I'm waiting (tick, tick, tick) and wasting my Sunday! Who knows how it will go from this point but after reading the reviews on this site, I'm thinking not very well. Funny, the reviews on the Asurion site are all shining five stars. Verizon, this is a waste of my time and money and you need to contract with a much better option than Asurion.