I have Insurance on my phone so if anything was to happen to it while under contract the phone can be replaced. This company gives you such an unbelievable amount of run around to have a claim filed and have the phone replaced it will blow your patience out of the water and frustrate you to beyond the end of our round planet. I pay $8 per month to have coverage and then have to pay a deductible if and when they decide to honor your claim. I have wasted hours and ink cartridges sending the required information over 9 times to a fax line. They have no email and a run around of a phone system to contact a customer service rep. Buyer beware!

The first time I needed to utilize this insurance company I had broken my phone. The customer service was terrible. The agent was curt and rude. They do not send phones on Saturday so I had to wait until Monday to receive the phone (not too much of a problem for me). However, the phone arrived without being activated as I had requested so I had to go to the phone store and they had trouble activating the phone! It was missing a serial number that is usually on the back of the phone! I was there for 2hours. 4 months later and the phone crashed. It just stoped working! This was a thursday so as the phone was under warranty i requested another be mailed. Instead of mailing an activated phone on Friday morning, they sent out a return slip for me to mail back the broken phone! Im supposed to have 10 days to do that once I receive the new phone.
Again customer service was rude, this time I could not understand the broken english of 2 different agents i had to speak with! While I was given no apology for their mix up, I was "assured" I would receive an activated phone Monday morning! It is now 2:30 pm Monday and no phone yet!! I go online to check the status and when I imput my claim number, Asurions toll free number comes up for me to call for information - well I dont have a phone to call from now do I??!!!??!! I have stayed home all day, yet again, waiting on a phone to arrive.
I am probably amongst the more patient people walking the earth and amongst the least dependent on my phone but this really is a terrible way for a company to operate.

Please see the letter I have sent to your partner company Asurion. I hope that you will reconsider continuing to allow such an incompetent group of people represent you. I am quite literally at the point when I am ready to cancel my Verizon service because I NEVER want to have to deal with these people again. IF I actually receive my phone on Monday, I will have been without a phone for 5 days. This is completely unacceptable. - Thank you,
I have never received worse customer service. The initial service was not bad, I received a replacement phone the day after filing a claim… great job…. EXCEPT for the fact that the replacement phone was defective! After spending and hour on the phone with a Sr. Tech at Verizon trying to get the phone to work I called your customer “care” center.
The woman who answered my call was extremely rude. She continually interrupted me while I was trying to explain my situation to her. When I asked to speak with her supervisor she said “sure, I can transfer you, but she’s just going to tell you the exact thing I’m telling you” is such a disrespectful manner!
The supervisor was no more helpful. I was told by the supervisor that she could not send my phone for Saturday delivery! So now, because of your company’s inability to send me a working phone in the first place, I have to go all weekend without a telephone?
Finally, when she put the claim for a second phone into the system she said “oh, look at that, I CAN have it delivered on Saturday!”
How does a “supervisor” not know this?
When I received the automated email with the UPS tracking number I of course tracked the shipment.
When the package hadn’t even been pick-up at your facility by late afternoon, I called your company again. I was told that “the UPS website doesn’t update automatically” and that the package had been picked-up!!!
I could hardly believe that I was actually being LIED TO!!! But, the girl telling me this simply refused to do anything but keep repeating this lie!
Imagine my anger when I woke up this morning and tracked the package again simply to find out that the package that your supervisor PROMISED me I would receive TODAY, was only picked up from your facility TODAY!!
The only thing that your “Customer Service” people are actually good at is saying the words “I apologize”.
I expect you to refund the cost of my deductible immediately. I would request an apology for being put through this extremely frustrating situation… but I’ve had more than my fill of apologies from members of your company.
I will be sending Verizon a copy of this email so that they are aware of the type of people they are doing business with. I’ve been a Verizon customer for over 20 years and I am very aware of the fact that you are not treating their customers in a way that will be acceptable to them.

IT IS MORE THAN 35 DAYS SINCE I STARTED THE PROCESS TO REPLACE MY DAMAGED CELL PHONE AND IT HAS BEEN A VERY PAINFUL SITUATION FOR ME.
YOUR COMPANY HAS THE WORST SERVICE THAT I EVER HAD IN MY LIFE, SHOULD BE OUT OF MARKET NOT DOING BUSINESS WITH LARGE CELL PHONE CARRIERS.
I JUST READ ALL SCAMS AND RIP OFFS FROM ASURION AND I WILL BE POSTING ANOTHER BAD REVIEW FOR YOUR COMPANY IN THE INTERNET FOR POOR QUALITY SERVICE.
THIS IS THE THIRD TIME THAT I SEND MY AFFIDAVIT FORM BY FAX. I ASSUME THAT NOBODY IS IN CHARGE OF THIS SECTION IN YOUR COMPANY OR SITUATIONS LIKE THAT WILL BE AVOIDED.
I AM VERY BUSY PERSON AND I DEPEND ON MY CELL PHONE TO WORK, AND RIGHT NOW I AM HAVING A VERY HARD TIME TO USE MY BROKEN CELL PHONE.
I WANT TO KNOW IF I WILL BE REINBURSED SOME HOW FOR MY WASTE OF TIME AND TROUBLE THAT I AM HAVING.

FABRICIO LUNARDI
08/16/2010

Completely appalled. I filed an insurance claim with Asurion for a device that was lost. My daughter's phone arrived and we activated it through our carrier (which I am an employee of). Approximately 3 weeks later the slider slid right off the phone. It's now in two pieces. So I told my daughter not to worry because I KNOW that's a known issue for the phone and as an employee for the carrier I have personally replaced several of these devices for customers under manufacturer's warranty due to the manufacturer's technical bulletin. Okay so I call Asurion and state my problem and they tell me oh no, that's physical damage. I told them you're WRONG! I WORK for this carrier and I am looking at a technical bulletin right now that notes the defect in the screw in the slider. I even went on to tell them how to identify which units are affected by this issue. So they tell me once again that it is physical damage and my only recourse is to pay another deductible to have the phone replaced. I don't know if you are aware but if you have two claims in one year your insurance becomes useless for another year! At this point I am canceling my insurance on all my lines. I pay approximately $130/year for insurance plus a $39 or $89 deductible depending on which phone is lost. At that price I can purchase a certified pre-owned device and have no worries. I'm appalled to know that Asurion can pick and choose which manufacturer's defects they will honor. Had I not been an employee of the carrier I would have never known.