AsurionReviews 12,831

Dealing with Asurion for Verizon. We pay for phone insurance monthly to cover lost, damaged, water damaged phones. We had an accident with our 3 year old that resulted in my phone being water damaged. We went into the store, verified insurance coverage to confirm it covers water damage, and were assisted in filing a claim. We instantly received a note after completing that they needed to review the claim. We then contacted verizon directly, let them know what was going on. We were assured we had coverage on our phone that covered water damage and we could proceed to file a claim. We contacted Asurion directly and were told that we dont have coverage and they are not seeing our account, they stated we had fraud protection but not damage protection. So we called verizon back to let them know what asurion was saying, we told them specifically that is not what should be on the account if it was only fraud protection that it was someone's mistake at the sales office and this should be corrected because we have Been paying for damage protection. They went ahead and moved the coverage over to what asurion was saying it should be for our convenience purposes and to nip this in the bud. WE contacted asurion back, proceeded to file the claim, we were assured that the phone would be covered by asurion and that we would have to pay the $100 fee. My husband agreed and provided his card number to the person who gave us confirmation he was filing a manual claim on our behalf, charging us the $100 and we would receive the phone the next day. My husband then received an email asking us to contact them back. He called at which point he spoke to someone from the escalation team that stated they were not going to cover the phone. We explained we already paid, we received a text confirmation of payment, and were assured the coverage of the phone and it would be shipped out and received by the next business day. She again said they were not covering it stating they had guidelines to follow. We asked that she escalate it to someone who could assist us. She got us over to someone named "craig" who stated he was a CEO. He said they would in fact not cover the phone, my husband explained it was fraudulent, they took his card number down, we received confirmation and told it would be covered. The CEO said there was nothing he could do and that it was Verizon's problem and verizon needed to cover the phone. My husband said you can't do this, we have already been told this was taken care of by several people we talked to confirming coverage. Craig stated "we are in the business of insurance we can deny anything"

I called verizon back to confirm and they are saying we were covered and that we didn't even need to change our insurance over.

I insured a $1,300 Samsung which i dropped and cracked the screen. After waiting 2 weeks, i was told they dont have any more of that phone but they could give me a.different phone of the same value. It turns out I was sent a phone that is $500 cheaper. I've had to go online everyday for this or that as well as call the claims department to be put on hold for 30 minutes to an hour each time. Tonight, no one picked back up. After 3 weeks, I still dont have the phone yet and I am still fighting to get it.

The screen cracked and splintered on my Samsung S23 Ultra and only the top third of my screen was visible. I went on line and found it quite easy to find out how to submit a claim and found a location nearby. I filled everything out on line with easy to follow instructions. I printed out my claim number and went directly to the store. The tech on duty was surprised that I was there within 15 minutes of completing the on-line registration. It was only a few hours before closing on a Sunday afternoon so I left my phone overnight and I had it back before noon on Monday. There was nothing complicated about the process.

The agent that entered the claim entered it incorrectly. I want to UBreakIFix (an Asurion company) as instructed. On the phone, it literally takes 30 - 50 minutes to get through the customer service wait. The only way to file a claim is to wait on the phone. There is no online option (goodbye 21st Century). I have not been able to get together another hour during working hours to sit on the phone and wait. I went twice to ubreakifix because they young kid thought he had it sorted out (NOT). This was Asurion insurance on a Back Market phone. Back Market does not back up there phone either. They keep sending me back to the insurance company.