AsurionReviews 12,557

Years paying insurance for my phone and when I needed they did not help. I lost my phone, they charged for a new one immediately, saying my new phone will come the same day. What a liar. Im calling to ask for my phone and they said "The expert" who was bringing the phone had an emergency. I wanted to reschedule to get my phone and the lady said that is too soon to reschedule, that I must call the next day. I dont have a phone now :(

We purchased Asurion coverage through our wireless provider. What you don't know unless you read their entire agreement is that they will replace your broken wireless device with a pre-owned, refurbished phone. The phone we received looked like it was 4 years old and well used and will cost $200 as a deductible on top of what you paid every month. The replacement phone was definitely not worth that much, especially when the broken phone was 2 months old. You only have 7 days to reject their abysmal replacement or you are stuck with it. Turns out Apple Care ultimately costs the same and they replace your device with a new, never owned device. Take my advice and DON'T EVER get coverage from Asurion!

I cracked my screen a while back and had it fixed two weeks ago through them. Someone came and fixed it. Saturday my screen stopped working and they tried to tell me I had to pay $150 to get it replaced. I have been in att so many times the past few days. Called Asurion at least 15 different times saying I'm not paying that because that's not how insurance should work after YOU are the ones who had just replaced my screen. I've been on the phone with them at least 10 hours in the past 4 days. Almost every time it's been for an hour each converation giving me the run around. Finally yesterday I they realized whoever fixed my screen never finished filling out the claim. I had to give them exact details and the claim number I had been emailed and it had looked like I cancelled my claim because they never filed it as fixed. Yesterday after being on the phone for an hour+ they said they are giving it to a hire up manager and to call back asap in the morning. I did and was given the run around again. On the phone for over an hour again and I had to have them contact me back because I had to be at work. Gave them a call back number and they said they'd call me back asap. Got off work at 4 and they had never called me. Called back and I was then yet again given the run around and the person who was supposed to call me back wasn't at their office. I asked a specific time of when they will be giving me a call back and they said 6:30. Still yet again have not heard from them...

This has been the worst company to deal with for cracked screen repair. I have now had a cracked screen for over 3 weeks. The technician that they scheduled to come out and repair the phone has called right before or during the time of the scheduled appointment to tell me that they don't have the part in stock. This has happened four times. They don't even offer to reschedule the appointments themselves when the part is available. That takes another call to Asurion. There is no communication between the technicians and Asurion for parts availability. I finally got feed up and had Asurion direct me to a store to get it fixed. The store did not have the part in stock either. So here I am paying a monthly fee for insurance that does absolutely nothing for me. They will not send me a replacement device without paying the full $200 deductible instead of the $29 cracked screen deductible. I will no longer use this company due to their poor customer service. Please look elsewhere for insurance.

These guys couldnt organise a gangbang in a brothel.
They are completely $#*!ing $#*!ed, these wankers havent got a clue what theyre doing, they lie to you, they also $#*! you about when making a claim,
Also they are complete scam artists, they charge you excess fees close to that of shop repair prices so technically you only end up insuring your phone for 3 months before it would opf been better off going to the repair shopwithout the need of insurance.
They dont do any repairs aswell they just send you a new phone meaning you cant retrieve your beloved photos and videos and numbers
AND also force you to pay 350 quid if you dont send your broken device back to them.
Avoid these $#*!s like the plague and coronavirus that they are.

2 of my kids phones has cracked screens, so I called because on paper work it says Unlimited $29 replacement on cracked screen. The lady says sorry sir we don't carry that phone replacement screens, so it will be a $100 on each phone to get a replacement phone delivered to you next day. Reading the Reviews there is a lot of people having this problem! Does Asurion even do screen replacement on any device or is that a sales pitch to get more customers.

I added a protection plan through my cell phone provider 2 years ago, which is run by Asurion. It was supposed to cover physical damage, technical damage, or a lost phone. I paid a $200 deductible to the company to have my phone replaced after paying monthly for this insurance, and was charged an extra $400 on top of this for "failure to send back the phone that was being replaced." However, through the tracking number I was given, I could see that the phone had been signed for on their end and received. It took 4 months for them to refund the money to my account, after consistently passing me back and forth between departments when I would call. I kept receiving the same excuse that it would take 30 days to show on my account, but took over 4 months. Despite this, I kept this insurance on my phone in case I had another issue. I recently submitted a claim to get a replacement and the phone they sent me to replace my broken phone constantly restarts on it's own, the screen freezes, and the portrait orientation doesn't work. I contacted them immediately as the phone had these problems the first day I received it. Since then, they have again transferred me back and forth between departments and can not give me a definite answer. I have been hung up on many times by the call centre. I was told on Thursday of last week I'd hear back within 24 hours via email with a shipping number. I called them on Monday having not heard back and was told they were missing a signed Avidavit and copy of my ID. I was never informed that they wanted these documents, nor how to upload them. I was told I'd receive an email (I did not), and to upload the documents to the website. I uploaded the documents and was told AGAIN I'd hear back within 24 hours and have still yet to hear anything. They were the ones who sent me a broken phone to begin with! Absolutely terrible customer service in this company and I would never recommend using them to anyone. I am very unhappy with my experiences.

When you go to their website your line is not associated with the device you have so there is no way to do the claim online. You will have to chat or call, then the nightmare begins. They ask you to sign a paper submit your ID and also ask you more than 10 questions about your life to verify it's you. In the end they deny the claim. Opened a new claim and now waiting 48 hours because they have review my account. Horrible insurance, they do everything to deny your claim and I feel they want me to give up, but I won't. I pay for this insurance monthly and they will replace my device. Next I will see a lawyer.

Perhaps the single worst customer service experience I have ever had. Their computer system had the wrong information from AT&T. Rather than admitting that the issue was on their end, they chose to keep denying my claim, hanging up on me, arguing with me, and flat-out lying to me. In the end, I got one sympathetic rep to help me, but it still took two hours of me on the phone with him, calling AT&T to get things straightened out. I had to do all of the work and fix their internal problems for them. This is the worst kind of company, incompetent at every level and they just don't care.

Asurion has become a non-functioning company. The promised cracked cell phone screen repair where they come to you seems to no longer exist. My son & I have our AT&T phones insured through Asurion, and it used to work in past years. No longer. Try calling their service number, and you will try to speak to outsourced agents in a noisy shop who have bad phone reception, and after you give them your information, they cannot help you, and put you back on hold for someone else to pick up. Nothing at all can be accomplished except to raise your blood pressure and waste your time on hold. Hopefully a visit to an AT&T store will get this phone repaired, but after that we'll be looking for a competent phone service with real insurance.

I am a single mom of three, two college kids and a teen. Have had insurance on these phones for 15 plus years and never had a claim. Tried to file one tonight and they act like im a criminal or something. Ive paid enough in all these years to buy these phones 10 times over. Im retired military and cant believe these customers service reps are so disrespectful and keep their jobs. To make a long story short, i have to fill out an affidavit and submit it along with my photo ID to see if they will aprove my claim! What? Why, when i pay for insurance, do i have to jump through hoops to file a claim? They've gotten plenty of money out of me over the years. Cant Verizon find a better company to do business with?

I purchased the extra protection on a computer from Asurion this is there main headquarters I sent it out November 24th to get fixed received back 3 weeks later more broken then it was sent to them not only it doesn't work they also broke the side glass and front of the computer had to send it back out to them to get fixed now January 7 and still they sent me the computer back in the same condition called again now I have to send it back 3rd time this is unacceptable

Update the company reached out to me one particular agent Vivi she was able to help me out when no one else was able to. She was kind and determined to help with my issues I was having Vivi rectified and put my faith back In there company. She has great customer service skills I believe the company benefits for having a agent like her on there team. Thank you for all your help

I pay a monthly charge for insurance for my phone. My screen cracked I made an appointment for them to fix it. I also paid another charge for this on top of what I pay monthly. The appt. Was from 3-5pm for the technician to show up. I was also supposed to get a call 30 minutes piror to them coming. I call at 445 cause I had no call or tech. They said he was stuck in traffic. At 515pm I call back they said they were closed and I had to reschedule my appointment. I have already taken 2 hours out of my day for this now I have to wait 2 more days and wait another 2 hours for the technician to hopefully show up. I know if I did a no call no show for my job I would be fired. How is this customer service. I pay for a service and this is totally unacceptable

It seems they make the process as difficult as possible! I will NEVER, and I mean never deal with them again. System is terribly glitchy. Affidavit can't be performed with wireless phone but can be done on a wireless Mac. I had to submit it three times all with conformation only to be told I had not submitted. Chat line kept telling me to try again between 7:00-10:00 cst. It was 7:00cst. I finally got thru at 8:30 cst only to be told not to use the the language I was using. All I said was, "I have submitted it and got a conformation email damnit!" after tech insisted that I didn't submit claim. Run fro