AsurionReviews 12,825

Signed up with Asurion (Verizon customer) when my last phone got damaged. It hurt to pay $800+ for the replacement so against my better judgement, I decided, for once, to insure my phone. Needless to say, I am never doing that again.
My screen cracked and I went online to schedule an appointment. The process was simple and convenient. The appointment was for the very next day; the technician kept me informed regarding his arrival and showed up within the window. While doing the pre-check he pointed out that my IMEI did not match the IMEI in his system... and that is when this two-week long nightmare started! The technician left, I called Asurion and the most unhelpful person informs me, rather rudely and dismissively, that they can only go off what is in their system and I have to deal with Verizon. So here we are - 15 days later, too many Verizon chats, two live Verizon reps, three more Ausrions reps... and oh!... a second $29 fee - and the technician shows up and informs me he has bad news. The IMEI does not match. I saw red! I refused to let the technician go. Asked him to call whoever he needed to because my phone was getting fixed today! I also called Asurion and let them know that they had better authorize my repair. The technician had better luck with his contact because they finally gave him the verbal go ahead to proceed with the repair. The rep I spoke with suppposedly got the issue fixed in their system (but I have hear that before) so next time I have a repair I have no issues. Next time? There will never be a next time.
Regarding the second $29 fee, the rep who assisted me at the time of the payment informed me that I would have to call the office of the CEO at *******496 to request my refund. How ridiculous can Asurion be! I asked today's rep about refunding one of the fees and he verified the two charges and has processed a refund. Again, not feeling confident about Asurion's claims that it is taken care of but I hope it is because I can't deal with this any more.
I would have been better off not paying for insurance. As soon as the technician repairs my phone, I am cancelling my phone service (and the insurance) with Verizon and taking my business elsewhere.
In full disclosure, the two technicians Asurion sent were stellar representatives for their company. The incompetence was on the side of the reps on the phone. There is nothing more frustrating than a nice, supposedly helpful rep who is ineffective in resolving the issue.

Have had AT&T & asurion insurance on my son's iPhone since purchased and always have been in a case and had a screen protector. He dropped his iPhone 11 pro and the screen cracked. I just want the screen repaired. Asurion wants to replace the phone which is going to cost 250.00 instead of repairing it for $49 like they advertise. They said there is no one they are partners with that are near Louisville KY to fix the screen.
Why do I pay insurance? I was on hold with them over an hour and then they pretended to not hear me so then they hung up. What a waste of money on this company.

The deductibles for a refurbished phone are out of line because within a year and a half you will have to replace that refurbished unit. You will be better off upgrading to a new device periodically, it won't cost you as much over the long term and it will be a new device that has a warranty that will protect you as it should. Stay away from this company, dealing with them is an absolute nightmare. AT&T should realize this and not continue To allow them to serve its customers as it only has made me want to pull my service from At&t after 10 years of being with them.

I have been with Verizon for over 20 years.
Yesterday was the 1st claim. Now they want me to pay hundreds just to fix a screen. What a rip off! Like a sleazy used car salesman. They don't mind and probably expect people to cancel out after they attempt to actually receive service from this parasite of a company. Go anywhere else for coverage of electronics.

The whole claim process is highly complex and will take many hours(6+ for me) of calls/online-portal and days(3 for me) before you get your replacement device. The process is clearly designed to exhaust you. There's a deductible which was $200 for me where the replacement device was worth $435 retail. Not worth it. You're better off putting the $15 a month in a savings account and go get your phone repaired or replaced by yourself.

I signed up for multi Device protection for my 8 phones through verizon. Used the claims a couple times in the 4+ years and now I need to file another claim and I am denied! I pay the monthly premium to cover my devices(up to 10 they claim) only to have 3 lines that can actually file claims without paying more $$. They have stolen my money and not delivered. NOT HAPPY. We care care for phones and one screen just stopped working. NO COVERAGE! Customer service just told me if I pay more then FUTURE Claims may be covered. Um Nope. Gave you plenty of money to cover a complete new paid in full phone and you wouldn't do it. Not falling for it again. Canceling the insurance immediatedly! Good luck to others who were duped into the family device coverage.

I purchased a Fitbit originally from Fitbit website but it stopped working after 2 years. I had an Amazon gift card I got for graduation so decided to purchase my next Fitbit from Amazon. Being wary of my previous experience with Fitbit, I got a 3 year warranty thru Asurion and sure enough, after one year my Fitbit stopped working. I went online, submitted a claim within 5 minutes and they sent me a shipping label. The same day they recieved my Fitbit tracker, they sent me an Amazon gift card for the retail price of my watch(minus tax). I am assuming they sent a gift card because the fitbit alta HR I had was a limited edition one that was no longer available. I was worried that me not sending in the charger or the original straps(which broke!) would be a problem but it wasn't. I actually ended up buying an Apple watch with the gift card instead and couldn't be happier! So well worth the price of the warranty. And of course, I got the Asurion 3 year warranty to go along with my Apple Watch too which is way cheaper than $70 apple care that Apple offers WITH a deductible of $70! What a ripoff! I am one happy customer! Absolutely in love with my new apple watch and didn't even buy a case for it since I know my Asurion warranty has me covered. Thanks Asurion!

I scheduled and paid a week in advance to have my phone fixed. Was given a time and date. Noone shows to fix my phone nor do they have enough respect to call me and let me know anything! I call and ask what's going on with my phone repair and the rep tells me there phone repair guy way running way behind yesterday and decided to go to his next repair after mine and not call to cancel or nothing. Now they tell me it will be another week or more before they can get to my phone! This is so unprofessional and this is my business phone. They already got my money so they just throw me under the bus! I have been on hold almost a hour to speak to a manager AND STILL HOLDING! UNREAL

I have had nothing but problems with this company. I tried to get a screen fixed a year ago. They no showed me three times on the third attempt I got a message from them saying they cancelled my appointment since I wasn't available. I was sitting on my couch waiting for them to show up. I didn't even have the energy to mess with it any more so I just took it and paid someone to fix the screen. Even though I pay monthly fee to have insurance. The most recent issue is I set up a claim today for same day delivery of a new phone because my daughters phone won't turn on. I get a confirmation email saying they would see me today and the time of my appointment and what to do before the appointment. Well it was 30 minutes into my window time so I decided to call. Well guess what they are saying the claim was never submitted! I tried to explain I had to have a phone because my kids need one while I am at work during the day. Well there was nothing they could do except say they would put one in the mail and we would have it in 1-2 days. They also offered me a $20 gift card for my trouble! How about you give me some refunds on the money I pay each month towards an insurance policy. We are leaving for vacation in 3 days. If I don't have a phone by the tile we get back you may hear about me on the news! I would think twice about paying each month for the insurance. Maybe put the money in your own savings account in case something happens!

I am a first responder for an emergency plumbing department. I had my date extended for sending in my old broken phone due to me wanting pictures of my new born son back to my new phone. Verizon was no help during covid 19 and denied to help me even if I gave them both phones to transfer the stuff. Asurion flat out doesn't care about any of this covid 19 pandemic going on and took 300 out of my account with out notifying me, email, text, or call. That money was for groceries for my family and you $#*!ing scumbags took it. I highly highly DO NOT RECOMMEND USING THESE PEOPLE! They are all crooks and litteraly have the worst customer service there is. Jennifer is no help and the supervisor laqueefa was no help at all either blatantly told me its not there problem

I've experienced the worst customer service ever dealing with Asurion! AT&T uses Asurion as a third party company for replacing phones. They sent me a defective phone that stopped working a day after I received it. When I called customer service to request a new phone, I was meet with excuses and the worst customer service ever! The representatives were combative and very rude! The only remedy to my issue was a $25 that was never sent and a "like new" replace the new phone to arrive 2-3 business days later. I was not compensated for the inconvenience for receiving a device phone or the terrible customer service I received. Asurion really needs to reevaluate their customer service policies and train their representatives to reflect those polices. AT&T should also reconsider their relationship with them as a third party vender! I am extremely dissatisfied with my experience with them!

Obtained the insurance through ATT, paid monthly for many years.
Now cracked screen. Called and THEY said: " No, we don't repair the screen, you need to change the phone with the whole deductible"
Went to ATT and it was a lie, they scheduled the repairment online for me, for a week later at a certain frame time.
Day of repair. End of the frame time.
Called to find out and! NOT COMING! A PIECE (PHONE GLASS NEED TO BE ORDERED?!?!?!?)
What kind of unprofessional and horrible company is this one! I hope ATT changes the company who they do business! Or I will have the same opinion of ATT (not far from this statement)