DO NOT PURCHASE. Just stick with your cellular provider's plan.
I purchased a policy in March 2018.
In these two years my account has been cancelled. First time they accused me of not paying, but I showed them proof I have been paying and they quickly reinstated my account.
Now I guess because I switched from Sprint, I lost coverage.
Screenshots included. Save yourself the headache and pick a different "service" company.
Really don't see how this company can continue... Paid for insurance for two phones. First year no claims, no issues... renewed policy. Filed a claim (accidental damage)... after jumping through a series of hoops and providing payment information heard nothing... no one to contact, live chat that isn't and no response to several inquiries. Waited three weeks with no result. Thankfully paid through PayPal. Cancellation of a worthless policy and a refund (Thanks PayPal)... reviews of this product indicate that this is not at all uncommon... but those who pay via credit card may have some issues.
Paid $125 for one year coverage, one time fee.
I got charged 3 times for it, submitted disputes and they never responded, Marked it as fraud through my credit card company so they can't hit me anymore.
Absolutely unacceptable garbage.
Took over 2 months to get phone back and you guessed it. NOT FIXED! Had a cracked back that they made a big deal about but i needed the software repaired due to phone being stuck in a loop. This was a phone i used for business but i had to get a second party involved just to get the phone back. They do not care for their customers. Extremely rude and uncooperative. Phone got about two weeks and has same problem except somehow now my phone went from a 64 to a 32 g of memory since it was "repaired".
I placed a claim online and did everything needed and never heard a word by phone or email from Esurranty, I called everyday throughout the day and could not get an answer, left messages and never got a call back. They are there to only take your money, I don't believe this is a legit company. I tried for months to get in touch with Esurranty and never got a response of any kind. I called my credit card that I used to pay for the Esurranty service to dispute the charge and explained to them that Esurranty does not provide a service and they refunded 100% of what I paid Esurranty. Do not waste your time with this company.
16 years in business wow its amazing that the owners have not been locked up.
Impossible to get them to honour their Contract.
None of the US judicial agencies or BBB were either interested or empowered to prosecute the owners of this company due to gaps in the US legal system. Run by a previously convicted criminal.
Don't waste your money
Never authorized beyond a year and don't even have the same phone. Can't get anyone to answer phone or give me a credit of $73.49... second year in a row I have to do this. My account should be closed and no charges should be made. WANT MY REFUND
Recently purchased a new iphone, sold my old iphone, wanted to swap coverage from old phone to new phone. Attempted many times to get acknowledgement from Esurranty that i am paying for only one phone. NO ANSWERS! Very poor customer service. Rip Off!
Beware of using this company. Very easy to purchase the policy but not so easy when you have a claim. No communication after they have taken your deductible. They do not provide updates. They have never heard of Customer Service!
Sent in my device, paid the deductable... now nobody is returning my emails and it's been 2 months. No phone, out $139 deductable. Not even the courtesy of an explanation... this put a VERY BAD taste in my mouth. Is there anyone out there who can help me?
The claims department does not accept phone calls as all communication for claims must be in writing for security purposes. When contacting your assigned claims representative you must put your name and plan number in the subject line of the email or it will automatically go to spam. The subject line is the top line of the email above the body section. If it is put in the body section, it will also go to spam. I am explaining this because many people send an email with "status" or "claim update" in the subject line and then get angry when that email is not replied to. Once you have followed these instruction, I am sure your assigned claims representative will contact you with a resolution to your claim.
Don't trust this corrupt acting and misleading company! They have a premium they charge in which I paid in full, but in fine print the customer service personnel told me that they will charge your card within the months of your year contract 8.00 to hold your information. WHAT? I'm a paid customer and your going to not hold my information but out of the blue skies bam I have a small little 8 dollar payment. WATCH THEM CLOSELY! I bet the service to a claim is the same. I call BS
We are sorry that you are upset about the $8.00 fee that is listed in 14 point font in the plan terms and conditions under a section that is in 20 point Bold font. Your account notes show that we refunded that fee to you before your negative reviews were posted here and on other sites. We hope you have a wonderful day.
I have had the same issues as most of the people here. I submitted my claim paid for the repair did what the company said in terms of sending the proper paperwork to get reimbursed for the repair I paid for and have never received a check. I have emailed the company a dozen times over the last 30 days and no one responds. I have filed a complaint with the BBB and waiting for a response from Esurranty.net which I will be surprised if they do.
Someone needs to contact the Attorney General to investigate this company.
Bought insurance for my phone and my daughters phone. They keep charging my credit card over and over again.
No response to my emails and trying to get my money back through my bank for their overcharges. About to report them to the better business bureau. Save your hard earned money for a legitimate company.
Mid of June 2019, I submitted a claim to repair/replace my Iwatch which had cracked screen. Initially they responded me saying the device is paired with cloud. I did all the necessary things to unpair it and even erased data on i-watch. I also got it confirmed from apple that once the data is erased it's not paired with any device or cloud. Now after 2months they responded me saying the device is still paired. And Iwatch doesn't have password, if its paired they can unpair it in seconds. It's scam what they are doing. They are very fast in taking deductible but reply to customer is pathetic. This is a scam company please do not buy insurance from this company. All the 5 stars are from the employees who work there.
Please if anyone can help me in getting back my device and money.
The claims department does not accept phone calls as all communication for claims must be in writing for security purposes. When contacting your assigned claims representative you must put your name and plan number in the subject line of the email or it will automatically go to spam. The subject line is the top line of the email above the body section. If it is put in the body section, it will also go to spam. I am explaining this because many people send an email with "status" or "claim update" in the subject line and then get angry when that email is not replied to. Once you have followed these instruction, I am sure your assigned claims representative will contact you with a resolution to your claim.
Five stars for this company! Wish I could give bonus stars because Saving 35% over carrier sponsored insurance plans is a really big deal to me! I have purchased several policies to cover our various phones, and each time the company reaches out via phone to thank me & say they will always be accessible if I need them or have questions.
Thank you for being a valued eSURRANTY.com customer.
I was looking for a cellphone insurance vehicle which would protect against theft, loss and maintenance issues. ESurranty offered an online product with everything I needed at a reasonable price. Selecting the length of term, optional coverage and pricing were easy to understand and easy to select. I have already had to contact customer service to correct some errors I made setting up my account and found their response fast and very helpful.
Thank you for being a valued eSURRANTY.com customer.
Purchased two policies, had claims on both devices. Promptly paid deductible, then nothing from eSurranty but empty promises. For the iPhone cracked screen, they authorized me to have it repaired at the local Apple Store and said would reimburse the cost of the repair... which they have not done in over a year of repeated attempts to get them to honor the policy. Do yourself a favor and stay away.
The rates are low because they will not reimburse you for anything, and even if you do get in touch with someone related to a claim they will ignore you immediately after. I reached out to them on at least 7 different occasions regarding reimbursement for a simple screen fix, and every single message except for the first one went ignored. I have still not been reimbursed and had to pay out of pocket. You'll have better luck just risking it, as I have serious doubts about their ability to follow through on any of the claims sent their way.
They are never available by phone and when you do get a reply to email they are useless to fix your problems. Their website is extremely convoluted... on one page is may show your expired and the next something else. Complete waste of money... stay away unless you don't care about good customer service.
They still have the phone, won't respond to calls or emails. Unfortunately, if you read reviews from real users, the story is always the same. No follow up, empty promises, then they just stop communicating. I'll be following up with the state attorney general next.
They've had my phone for 5 weeks. Only responded to a couple of emails asking for status. Eventually I was told it was scheduled for next day shipping and that I'd receive an email with tracking information. That was a week ago, and they won't respond to emails. Phone number just goes to voice mail.
The response from esurranty ignores the fact that the claims handler continues to disregard emails, and that the phone was to be shipped overnight last Friday (it still hasn't shipped). Also, if the phone is still locked it is supposed to be delayed 7-10 days according to their own instructions. Not only did I follow their instructions, but even if their claim is accurate, it should have added no more than 10 days. They've now had the phone for 36 days with no return date in site. Have emailed every day since the claim that it was shipping. No responses.
The claim that there is a high number of phones in the repair line is completely contrary to the email from Sean Henson that this phone was scheduled for overnight delivery.
Finally, I was immediately charged the deductible for a replacement, not a repair, so there is no reason for the wait at all.
Overview
The company has garnered a mixed reputation, with some customers appreciating the affordability and ease of purchasing insurance policies. Positive feedback highlights prompt initial responses and the appeal of lower rates compared to traditional carriers. However, a significant number of reviews express frustration over inadequate customer service, including long delays in claims processing, lack of communication, and unresolved reimbursement issues. Many customers report feeling ignored and misled, leading to a pervasive sentiment of distrust. Overall, while the pricing is attractive, the company's execution and support appear to be major areas of concern.
This summary is generated by AI, based on text from customer reviews
- Visit Website
- Miami, FL
- Edit business info
Business History
Company Representative
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
The claims department does not accept phone calls as all communication for claims must be in writing for security purposes. When contacting your assigned claims representative you must put your name and plan number in the subject line of the email or it will automatically go to spam. Once you have followed these instructions, I am sure your assigned claims representative will contact you with a resolution to your claim.