AsurionReviews 12,831

I've been paying for Asurion monthly through my Verizon wireless plan, and when I finally decide to use my coverage, it is taking me an extensive period of time to get anything done and nothing has still been done. I called them on Monday. They said they would call me back in 48 hours… it is now Friday when I'm writing this review. I never received a call back so I went ahead and I called them on Wednesday and when I was told what my callback number was they had the incorrect number! I do not know why this happened. I then asked them to manually switch out the callback number with my phone number, the phone that I am trying to get serviced and when I called today Friday, they still gave me the old callback number. Nothing was changed on my account. After the second conversation, they told me they would call me in three hours. I never received that call either even though I got the callback number switched. I'm now on my third phone call and final phone call with them today and after making three separate phone calls and speaking to multiple customer service agents, they kept telling me the same thing that my claim was still "under review". I use my phone for work. It is a very important device and I use it to make money. My phone is not functioning properly and the screen is about to go out. I've told them everything they wanted to hear all the way to a T. Repeated to them multiple times that I just recently broke my phone screen and that there is nothing else wrong with my phone besides the screen! I do not know why they need to review my claim & if they want to take a hard look at it. I'll be happy to bring it in to a phone repair shop that will handle the claim but they will not give me that option. I am still left hanging. This is ridiculous. I have had Positive interactions with them in the past, but this is absolutely unacceptable customer service. I will be switching to T-Mobile and I will be using their insurance company from now on. They have a better net work anyways.

Was very pleased and thankful with all aspects of replacing my broken phone. Usually insurance isn't necessary. However, after dropping my phone one too many times, it ended up broken in my mind beyond repair: screen cracked & black (not viewable) in over 3/4 of it next day. All it took was one call and perhaps 15 minutes of time: 2 options replace screen & if no good get replacement or get replacement w/o need for screen swap first. Latter option worked best for me w/ a bit more cost & saved time in return. Total time from broken phone to replacement in use a bit over 3 days, which may only have been 1-2 if I had called right away (wasn't sure if had insurance & had to acquire the number again - so be more organized than me!).

I filed a claim for a lost phone and the instructions sent with the new phone told me to call a number to activate. With what phone?
I had to call a friend and speak through them. We were on hold for 15 minutes, and the call lasted over an hour before it just dropped. My phone still isn't activated and I've lost over an hour of my life with no resolution. There has to be a better solution than this company. Going to AppleCare.

I made a mistake while filing a claim for my TV. My TV kept turning on and off, so I filed a claim thinking that there was some physical damage to the screen. I selected the "physical damage" option and submitted the claim with a picture of my TV.

After about a week, I hadn't heard back from Asurion, so I thought my submission hadn't gone through. I checked again and realized that there was no physical damage to the TV at all.
The TV had turned off and wouldn't turn back on, but the screen was fine.

I refiled the claim, but it was rejected. I contacted the Review department, and they said that the screen size in their system (70 inches) didn't match my submission, which was why
my claim had been rejected. They transferred me back to customer service to file another claim and correct the screen size.

My second claim was also rejected because of my initial submission, in which I had mistakenly selected the "physical damage" option. I contacted Asurion and was told that, based on
my first submission, they would not approve my claim. I explained that it had been a mistake, but they said that I had already signed the paperwork, so it was official and they would not accept any future submissions for the TV.

I told them that my TV wouldn't turn on and there was no physical damage, which meant that it was still covered by Asurion's policy. They said "no" because my first submission had mentioned
that the TV had some physical damage.

I don't think this is fair. Asurion is not allowing me to resubmit the claim with the correct reason. I spoke to representatives at all three levels of customer service, and the last
thing I was told by the third-level representative was, "We are human, not robots or machines. Humans make mistakes, and humans can correct them, but Asurion is not."

I am not happy with this ridiculous policy. I am not happy with Asurion at all.

I would like to warn everyone to be very careful when submitting claims to Asurion. Once you submit a claim, you cannot resubmit it, even if you make a mistake.