ASURION Insurance

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Category: Services

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United States

ASURION Insurance Reviews

Harpertran June 27, 2011
Fraud
I have purchased cell phones through Verizon Wireless and have purchased the Asurion insurance on several of my phones. I purchased a new Iphone 4 in February. I ended up getting the phone into the washing machine. I have insurance this will be great! Wrong. I filed a claim and I had to pay $199.00 for the replacement phone. (I paid $299)originally. The phone arrives, but it is defective. The lower right hand corner of the screen has a darkened area. I show it to the verizon store as I was told to do by Asurion. I also let them know there was no packaging material around the iphone box. Just the Iphone box moving all around in there. They agreed to send me another phone. I got the next phone, a refurbished one. Seems to be fine. I get a letter in April stating that I have used up my 2 claims in a 1 year period. I called them 05/11 and left a message with assurance I would be called back. Never called back. I called again 06/07 and spoke to "Susan". She stated the insurance plan follows the phone number and not the phone:. I had my blackberry which I previously owned replaced last May of 2010!. I argued, but they are different phones, I had a $199?.00 deductible to pay to get my iphone replacement|. REfused to do anything for me but to reiterate that the policy follows the phone number and not the phone itself, . This is crap!. This is the most ridiculous thing I have ever heard". Have many other people been screwed by Asurion? Just curious.
LividCustomer June 27, 2011
Garbage!
100.00 dollar deductible $6.00/$7.00 a month fee 24 mths 168.00 dollars to get a refurbed phone that they attempt to pass off as new. My experience video went in an out on day two of receiving "new phone", rebooting itself screen unresponsive then ultimately the device stopped making and receiving calls all together within ten days. They are the worst! Am I bitter no I am a paying customer that wants what he is paying for. I only ask that I speak and deal with knowledgable customer service reps that don't attempt to deceive me with promises or even better make me feel like they are doing ME a favor. If I said what I really thought about this company...
akeru23 May 26, 2011
Horrible Customer Service
I have to say that my experience with Asurion was by far the WORST that I have ever had with any company.

I had my phone stolen last night and called there 24/7 line at 1am to make a claim. The agent was very nice and verified my info (which I now realized that I gave him the wrong info but it still passed), took my credit card info which was to pay a deductible of $130, and scheduled my shipping which was to be in 2 days.

Well, this morning I called T-mobile to suspend my phone and accidentally got transfered to Asurion, so I thought, while I had them on the phone I'll check on my claim status. Come to find out that my claim had never been made and there was no record of any conversation what so ever! All they could see was that I started to file a claim at 1am. So who the hell did I give my credit card info to!?! Also, why did they not have that first phone call recorded or even noted?! What if I never got accidentally transfered to Asurion?!

I spoke to several different representatives and they all had different answers to the same question. When asked what happened to the credit card info I gave the agent earlier in the morning, the superior agent of the Advanced Customer Care Department told me that sometimes they write it down on paper because they can't access the computer! What the F***? How unprofessional is that?

Another rep told me that it wasn't possible that I called at 1am because they are not open 24/7! She doesn't even know the times that her company is open?

They speak over you and they don't listen to a word you are saying!

There was sooo much more to the conversation than that but let's just say that I wasted 2 hours of my time with them. Now, I'm waiting for my claim to be reviewed by a licensed adjustor. The first time I called, I was able to make a claim and get it processed right away. Now I have to go through a 24 hour review. When asked why the first agent did not tell me about the review I was told that they did not know about it. If that is truly the case, why are they having agents that are untrained on the policy and procedures answering phone calls?

For anybody who is considering signing up with them, I strongly advise against it. You will be sorry. $6/month for phone insurance seems like nothing but I would rather pay more to get better customer service. And after reading all these other reviews, I can't wait to see the piece of crap they send me.
Melvin June 11, 2010
Rip off
We used our Assurion insurance to get a replacement phone when one of our cell phones was damaged. The phone they sent was completely defective. It is my daughter's phone and she took it back to Verizon 3 times to try to figure out what was wrong and they told her it couldn't be fixed and that it was a faulty phone. When I called Assurion to try to get another replacement, I was given the run around...spent over an hour on the phone...most of that time on hold, trying to take care of the situation. They would do NOTHING for me because the phone was with my daughter and not with me. My daughter lives an hour away...has no other phone to call them from and no car to go anywhere to be able to call them...they said that was too bad, and that we would have to wait until the next time we were together and call back.
RickT45 December 10, 2009
Rip off
My daughters phone was stolen along with her pocketbook by a thief on 11/29/09.Our cell service is thru verizon.Verizon's insurance carrier is ASURION.After faxing all the required info to asurion along with the police report, they denied the claim.I called and the person said to call verizon ang get a serial number for the phone stolen.I called verizon, received the serial number and called asurion.The person at asurion then told me I had to fax the serial number I just gave her over the phone.I then contacted verizon and they contacted their own insurance carrier asurion and could not help me any.THIS INSURANCE IS A SCAMM, DO NOT GET IT.
Donna Dailey October 1, 2009
Poor service
I have cell telephone service through AT&T and decided to take their insurance on my son's phone. The company that contracts to them is Asurion. Since my son's phone had not been holding a charge well(12-24 hours/charge) over the last month I went to the local AT&T store and was given a card with no company name but a phone number to contact for insurance. My husband made the call, explained to the representative the problem and was told that the phone would be replaced, but the company did not have the same phone available (an LG Shine) and that we would be sent another model that might be a new or refurbished model. The model number was given, but I'm afraid that meant nothing to us since we were given no choice or time to research what we were being sent. My husband was then told that a $50.00 deductable would be charged to our phone bill.

We were given no chance to find out what model we were to receive, we had never clearly been informed about the deductible and were taken totally off guard by Asurion. I was listening as my husband spoke with the representative and was horrified by the expense and immediately searched for prices for a replacement battery. After I found the battery for $15.99, my husband immediately called Asurion back. This occurred within approximately five minutes after hanging up from the first call (definitely in less than ten minutes). He was told that he could not cancel and that the charge was nonrefundable.

I went on to call AT&T to complain about their service provider. The customer service representative from AT&T tried to assist me, going so far as to contact the company and carry on a three way call, to no avail. The same stance was maintained. Although AT&T offered to credit my account the charge I feel that Asurion gave extremely poor customer service. When I complained to the AT&T customer service representative about the poor quality of the company that they use to service their accounts she started the process for me to lodge a complaint. She came back on the line saying that she had located a number for a complaint service with Asurion. She put me through to talk to that representative who very kindly condescended to make an allowance and credit the money back to my account after I returned "without activating" the phone I would receive.

I at that time expressed my dissatisfaction with their company policies and explained my intent to log complaints against them.

I feel that since their site advertises "next day" shipment (I checked the site after the contact) and my call came within ten minutes of the order they could have assisted me without putting me through so much. They absolutely refused to provide assistance until I threatened to file complaints and blog about their company. This takes advantage of all other customers who are rushed into an expensive decision with no recourse who are either not willing or unable to complain bitterly. People should not have to waste time and energy and become distraught due to questionable company policies.


I would like to see a change in the way customers are informed of what they are getting for the money they spend on insurance. They should be clearly informed that the phones they have insured will not necessarily be replaced with the same model, that the phone they receive may or may not be new, and that there is a $50.00 nonrefundable deductable. I also found out in the course of my conversations today that if some poor soul had two claims on this insurance within twelve months they would be dropped immediately. Asurion needs to make sure that all of their customers are clearly informed of these policies.
September 30, 2008
Scam and cheating
Was told my phone was not in stock would be put on a waiting list may take 3, 4, 5 months they had no idea would no give me any other phone. Paying 87.00 a month with no phone this insurance is a wast and a scam. Tmoble told me they could do nothing and this is happening a lot with his insurance but this is the only cell phone insurance company out there. do not buy this insurance it is not worth it i am paying for a phone and insurance for the phone and don't have a phone this is crazy.
September 26, 2008
Sending bad phones once claim is made and deductable is paid
I paid monthly premium and when phone went bad, I paid $85 deductable and got a used and barely working phone. When I called to return the phone I got lot of wait time and cold shoulder. They forced me to send the phone first so they can check my claim and then send the phone. They promised this will have turn around of 24 hrs. I did not get the phone for 2 days. I called back and was told they made error and not sure what happend. Again this is after 30 minutes of conversation now with very rude supervisor. I cancelled my insurance and requested refund of my deductable. I was told it will take 4 weeks for refund to show up and was told to give then a call if I do not get refund!!. Extreamly bad services and I would advise a word of caution before you insure your phone with this scamming company.
September 17, 2008
Bad service
I believe ASURION Insurance Company and Verizon Wireless are intentionally miss leading its customers. Today I had my phone (Motorola Q) examined by a Verizon Wireless technician. I was informed by the tech that the phone is malfunctioning beyond repair however I was insured through ASURION for phone malfunctions. He handed me an Asurion pamphlet for subscribers of Verizon Wireless phones with 'Terms and Conditions'. On the front of the pamphlet it clearly states "Asurion Wireless Phone Protection" LOSS, THEFT, DAMAGE, MALFUNCTION. My claim was denied because my phone is malfunctioning. It doesn't make sense. I�ve paid $5 every month for insurance for four years (That�s $240) for nothing. I�m sure I�m not the only customer that has been taken advantage of, please speak up so we can stop this from happening again.

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