Asurion


Country United States
State Tennessee
City Nashville
Address 648 Grassmere Park
Phone (615) 837-3000
Website https://www.asurion.com/

Asurion Reviews

Most Useful Comment
  • May 6, 2014

Asurion; the ONLY choice I had to insure my phone through Verizon. As most of my friends know, my phone took a swim on Wednesday. I went online to file a claim with Asurion. I got a message that said there was already an open claim on my phone. I called and was told that someone filed a claim in January. I informed the rep that I had not filed a claim in January, he looked further and discovered it was an INTERNAL error on their part; however I had to download and complete an ""affidavit"", scan it along with a picture of my drivers license and send it to Asurion. He told me to call back after I sent it and they could probably process my claim when I called back. I immediately downloaded, filled out, scanned and sent back the form. I received an email telling me they had received the form. I called back and got a different rep who told me I had to complete an affidavit etc etc. I informed him I had already done that. He looked, found that I had and said he would give it to the underwriters and they should have my claim processed within 3 hours and I could check online for the progress. Checked online, got a message that I needed to call Asurion, called, different rep, told I needed an affidavit, expained, he checked and said ""oh I see you have, I will send this to the underwriter and they should process your claim within 24 hours""!!! I explained that the LAST two guys said it could be done within 3 hours, didn't do any good. Said to check my email. Checked my email a couple of times on Thursday, NOTHING! Called back and was told...YEP!!! That I needed to complete an affidavit etc, fortunately I was at work so I help my tongue. I explained, he looked etc. At that point he FINALLY processed my claim!!! Well today I got THIS email: In order to secure your private information, and to comply with the terms of this insurance program, you must perform a factory reset on any iPhone® device you send back to Asurion.

YOU COULD BE CHARGED UP TO $300 IF YOU FAIL TO PERFORM A FACTORY RESET ON YOUR ORIGINAL DEVICE.

NOTE: You must back up your content before performing a factory reset. Follow the backup instructions in the activation guide that is included with your replacement device shipment. If your original device will not power on, and is not recognized by the iTunes® program, Asurion will contact you if needed to facilitate the removal of all personal information from the device.

Reset your device using one of the options below:

Using your original iPhone device

1. Select Settings > General > Reset > Erase All Content and Settings > Erase iPhone > Erase iPhone. NOTE: you may need to enter the PIN and/or iCloud® password for the device in order to complete this process.

2. Once reset process is complete, power off the device, place it in the return envelope provided by Asurion, and then place it in the US Mail.

Using the iTunes program: (If phone screen is damaged or not functioning)

1. Connect your original device to any computer running the iTunes program. NOTE: If you receive the message, ""iTunes cannot restore the iPhone because 'Find My iPhone' is on,"" you will need to login to your iCloud account to reset the device. Once you have identified the original device, select ""erase,"" and then ""remove from account."" The device will be reset once this process is complete.

2. Select the device from the menu on the iTunes program, and then select ""Restore iPhone.""

3. Confirm the command by selecting ""Restore"" again.

4. Once reset process is complete, power off the device, pack it in the return envelope provided by Asurion, and then place it in the US Mail.

Sincerely,

Asurion

iTunes, iCloud and iPhone are trademarks of Apple, Inc. Asurion is not endorsed by, affiliated with or sponsored by Apple, Inc.

I DROPPED IT IN THE FREAKING TOILET, IT WON'T TURN ON!!! THEREFORE I CANNOT ""POWER OFF"" THE DEVICE!!!

Mark as Useful [1 vote]
  • Apr 27, 2015

I've been a Sprint customer for at least 8 years or longer, I pay the monthly insurance fee on all phones and devices on the account. This was sold to me under the brief explanation that if anything happened to our devices that the insurance would cover it for a minimal deductible. At no time ever was I given a written explanation of benefits, exclusions, exceptions, or hidden costs. When my husband dropped his phone in a deep hole several years ago there was a $50 replacement fee. This is what I expected. When my daughter cracked the screen on her iPhone 4 this month, they wanted a $100 deductible. I thought that was excessive. I was eligible for an upgrade so I opted to lease a new phone instead. The next day I accidentally knocked my Samsung S5 off of the bathroom counter and broke the glass face. Asurion wanted $200 to replace the phone!!! In disbelief I started looking online for more information. Surely this wasn't right.

In my search I found a $9.95 kit to repair it myself which was not recommended and a variety of phone repair businesses that would replace it for $150-$200. When I called Sprint to ask them how they could justify such a charge I was told it wasn't them, it was Asurion. After a lot of talking in circles they offered me a $65 credit to offset the charge and recommended I call Asurion for further assistance. Still unacceptable. I called Asurion and got the same scripted garbage from 3 people. Different phones have different deductibles and they don't pay for repairs even though they repeatedly offered to find me a repair facility to fix it for a fee that was not covered which would result in the same out-of-pocket cost to me either way. THAT is their idea of customer service. I pay $27.09 per month(for 24 months)for the phone plus $11 per month for what they call Total Equipment Protection. At $132 per year, this "coverage" is unacceptable. If you look at Consumer Affairs website there are over 600 complaints about their so called service! And that is just one website...I expect a reasonable deductible.

I would like Sprint to find another provider that services their customers better. I expect Sprint to explain the insurance coverage completely and accurately when they sell it and provide a hard copy. I expect Asurion to email a copy as well and provide updated policies in writing via mail or email.

  • Mar 5, 2015

Tell the consumer at the time of insurability that the price is 99.00 and then raise the price 150% a month or two later with no notice to the consumer.

  • Jan 7, 2015

I filed a claim online (the only way they would accept it) on December 31, 2014 and I received my device on January 5, 2015. The device would power up but the screen was black. Pushing the buttons I could see the blue line at the top and knew that the LCD was damaged. I called Asurion and kept getting the loop around so I called AT&T to see if they could assist me. They referred me back to Asurion. I finally got a live CSR and explained to her what was wrong and she kept apologizing saying that she would schedule a new device to be shipped to my address within two to three days from today. I asked her if I could have the device shipped overnight and she said no. I questioned why and she couldn't give me a real answer. I pay for insurance monthly and the service that I'm receiving from Asurion is mediocre and unacceptable. If they sent out a defective device, then they should honor my request to have a new refurbished device shipped express overnight.

The CSR never gave me a tracking number. I called again on January 6, 2015 to check the status of my claim and the tracking information wasn’t on the automated system. I spoke to another CSR and she confirmed that the system wasn’t showing tracking information. Is this really how Asurion does business? Is this why you want to stay under the radar because you don’t want your mistakes to be publicized? It was a hassle to file a claim, I had to give everything but blood to prove that I was who I said I was, and then to top it off, I was sent a device that didn’t work. Asurion is unaccommodating, incorporative, and unwilling to assist the customer!

  • Dec 1, 2014

Beware of these so-called insurance services your cell phone company may offer you for coverage on your cell phone(s). I am currently with Sprint, with device protection through Asurion Protection Services. Everything seemed to be going fine-I filed my claim against a phone that had died, paid by required deductible, which happened to be $100. I received a replacement phone in a matter of a couple of days, and returned my unworking phone. Problem was, I was charged $199.00 instead of the authorized $100. I immediately called them and was told I had to fax them a copy of my recent statement showing the charge and they would credit it. But instead, they charged me another $169.00 within the next 5 days. I have been trying for months to dispute these charges, since they now have charged me $368.00 and were only supposed to charge me $100.00. I am beyond infuriated, and have been filing complaints with as many places as I can find to assist me in getting my money back. Because when I call them, they again tell me to fax them my information. This is a monthly "service" you pay to your cell phone carrier, yet nobody can help you when something goes wrong. For the amount of time and hassle this has become, I would rather forego the monthly protection service at this point.

  • Nov 24, 2014

Paid Insurance for a year, claim denied for "Program Abuse"

Have had insurance for Asurion for a year on a Samsung Galaxy Note 3.

The screen cracked and the front phone camera was not working.

When I tried to replace the phone, they denied the claim saying "Program Abuse"

They will not specify why the claim is being denied and that it is proprietary information.

Unbelievable

  • Oct 13, 2014

It's been about 2 months or so and haven't received my refund for the replacement phone i sent back to asurion insurance. They keep giving me the run around and, I'm paying for the insurance I have on my cell phone and it's not worth having. Need Help Please!!.

  • Jul 31, 2014

Filed a claim for a broken cell phone which is supposed to be covered under warranty. Product was shipped by UPS on Monday 7/28/14 and I was to receive a E-card within 24-48 hours after. I called Asurion product services on Wednesday 7/30/14 to find out when I was going to receive my E-card to get a new phone. The customer service agent said my case was under review and that I was not going to get a card until the product was received. I kept every email received and this is not what was supposed to happen. If there is an attorney out there who can help I would appreciate it. I am not trying to get rich or famous I just want to be treated right, I need my cell phone for work.

  • Jul 25, 2014

A little over a year ago, I purchased a laptop through Office Depot. Due to the fact that the screen on my previous laptop had cracked twice in the first two years, I went with the 2-year extended contract, which cost $200.

The laptop recently needed a minor repair, because the power cord jack was broken. I submitted a warranty claim, and was told at the time that the repair process would take 7-10 business days. This sounded long to me, so I called a local repair shop. I was told that the required part would be about $20-$30, and that with labor it would come to $130. I was also told that the repair itself would take several hours, but that also the part might need to be ordered, which would make it take a bit longer.

However, since I had the contract with Office Depot, I decided to send it in. When it arrived at NEW (or Warranty Logistics, I don't actually know who physically received the computer, though it seems that NEW is the company that actually owns the repair center), I was told that most repairs would be ready to be sent back within 5 business days.

However, 5 DAYS later I received an email saying that it had been determined that a part needed to be ordered, and that this would "only take a few more business days". However, when calling Office Depot, who then called the repair center, I was told that the part would take 3-5 business days just to arrive, and then several more business days would be required to complete the repair and re-send the computer. So, all in all, it could take 12-13 business days for the repair, and adding the 2 days shipping each way (which, in itself, is totally reasonable), would put the total repair time at 2 and a half weeks.

I find it totally unreasonable that it took five days to simply determine what part was necessary to order, as the employee at the local shop already had a good idea (based on my description of the problem over the phone) what it would entail. So either they spent most of the first 5 days doing nothing, or, even worse, they were fishing for possible "repairs" to perform that were not requested, on things that weren't broken. I don't know why it would be in their interest to do that, but I have read other reports that suggest this.

And that's the other problem--NEW clearly absolves themselves of liability for the data stored on the device. You can bet I backed it up before sending it in, but for a computer with a working hard drive and processor (which mine had when I sent it in, because I was still *using* it), a consumer should not have to risk loss of data and needing to take time re-installing software. Neither should a consumer who needs a new memory card, display backlight, etc. And you can bet that a competent repair shop wouldn't handle a computer so roughly as to make the need for repairs *greater* than what the customer has agreed to pay for. But I have read reports of people having data missing, problems with restoring the OS, etc., who sent in a computer with a perfectly functional hard drive.

Plus, NEW wanted the administrator password for the computer when sending it in, to do who knows what. I declined to give it, exactly because I didn't want stuff tampered with. But again, this is another example of how this company makes a mountain out of a molehill. At least not a penny in monetary cost is passed on to the consumer, but the time factor absolutely is!

So, as it stands now, I'm out $70 ($200 - $130) and have waited over 10 times as long as I would have, had I not bought this stupid contract. It's possible that in the next year I will have a major repair needed, and then I will have saved money, but even then, I dread thinking of how long they would drag their feet on a much more complex repair.

I must add the caveat that I don't know if NEW is any worse than other repair companies that require computers to be sent to them, and don't allow them to be brought to a local service center. The whole concept seems conducive to bad service, since once a device is sent in, there is no way to get it back and/or take it anywhere else, so the consumer has no recourse. My old laptop had a contract where a technician would come to your home/workplace and perform the repair there, and obviously with the customer looking over their shoulder, a technician is not going to waste time, especially if they have other jobs later.

So, in my experience a service contract through NEW was a VERY bad idea.

  • Jul 22, 2014

My wife and i brought cell phones from Verizon. My wife's cell phone was not charging at all after a few days so we took it back to the store and called asurion insurance company. They sent her a refurbish phone the Samsung Galaxy 3 with the same problems she had reset this phone several time, We paid the 100.00 for the claim and the problem still happens. In lite of what was happening my wife continues to be polite until yeaterday when the Asurion Customer serivce represenative hung up on her when she requested to speak with her manager , then had the nerve to have a non professional supervisor,. What service are you paying for when you can't get a good service for you money. Asurion is a JOKE if the problem is the phone just give the customer what they neednot a hard time with you sending them a refurbished phone which translate to a broken or unwanted manufactured phone with limited capabilites. I would not suggest anyone would use this company.

  • May 6, 2014

I had a phone fall and break on the 28th. I filed for a replacement phone, paid my deductible, and then got a new phone.

I activated it, then used it for about a day. It fell out of my pocket at work, and the screen shattered again. I filed a new claim, and paid my deductible. AGAIN.

They approved this claim as well, and sent a phone. I got an approval confirmation, and a tracking number. The next day, no phone. I looked up the tracking number to find ""Returned to sender: Returned to sender at sender's request"" as the status.

What's going on here? No notification of any issues, anything. I call up, and get told that this is because of ""Program abuse"". However, they would not tell me what the ""program abuse"" was, or give any specifics. I asked them, ""So you're saying you can simply deny claims without giving an actual reason?"" The response, ""That is correct.""

So wait. Why was I still being charged insurance if they will not cover me? I inquired as to this, and they fed me a line that ""we are not your wireless provider, and cannot remove insurance from your account."" I asked them what happens if I get this repaired elsewhere? Then is it still covered? The adjuster replied that it will never be able to be covered again due to ""program abuse"".

So Asurion is willing to charge customers for insurance, even when they will NEVER replace their phone for them again. Beautiful.

I called back again, this time I was fed a completely different line. I was told that there was no ""billable usage"" shown for the serial number of the replacement phone. Why is this response being given? That's a different response than last time! Apparently, you have to make a call (not text, not data usage, CALL) for them to be willing to cover your device, to ""activate"" the insurance. I told her I had made a call on my phone, and asked her why that would not show up, nor the texts or data I had used. This was dodged with repetition of ""there is no ""billable usage"" shown for your new phone."" Unfortunately I was disconnected, so I called back again.

This time, back to the same ""Program abuse"" line. Why does the story keep changing? Which is it? This adjustor had simply said they will not do anything and would not confirm or deny the previous ""billable usage"" line, and hung up on me.

Now what of my deductible? They said, even though I NEVER received the phone that I was sent, and it was pulled back, that they would not refund it until they get the phone THEY sent back. Now I am left with no phone, and no ability to afford a new phone until they get the phone back.

That is nothing you need in an insurance company. What sort of customer service is denying honoring something you're charging a customer for, then refusing to explain why? Then giving many different and conflicting answers, the whole nine yards. Something seems fishy there.

So, look into one of the alternatives, any alternative, but Asurion? That's nothing you need.

  • May 2, 2014

Today, I was charged by Asurion $99 twice for a cell phone that I could not register. One 4/22/2014 my cell phone screen broke. I called Asurion to get a replacement phone which was delivered on 4/25/2014. I was told by Verizon technician that I need to bring the telephone into an authorize dealer so that they can transfer my contacts and register my phone. On 4/28/2014 I drove 40+ miles one way to the nearest Verizon Authorize Dealer but was told by a sales associate that Verizon Network was down and I could go online to register my replacement phone and transfer my contacts. I tried but was unsuccessful in registering my phone so I called Verizon technical support again. The technician was unsuccessful in helping to get my phone working by asking me to remove my battery and SIM card from the phone. The SIM card go stuck in the phone so she told me to go back to the Verizon store to have them remove the SIM card from the phone and that they should be able to remove the SIM card that was stuck in my new phone. On 4/29/14 I went into the Verizon store and the sales person redirected me to Asurion and told me that the SIM card nor the battery should not have been removed from the phone. She got me on the phone with Asurion again who first asked me to try to remove the SIM card with tweezers. I told them that tweezers can't fit into the slot and then the sales representative transferred me to his Manager and I was told that I would be charged another $99 because the phone is damaged. I paid the charge again and then I notice on the return envelope that Asurion provide you to send the damaged phone back it says to please return the damaged phone and that the SIM card, battery and charger is to remain with me.

I upset because I was charged $99 twice for incorrect information that Verizon technician and Asurion told me to do. PLEASE HELP!!!

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