First off, this company used to be a good insurance provider now they are such a scam, they charge upwards to $11/month plus tax for service, if you use it, it usually costs you from $149-$299 for a deductible and they send you a refurbished old phone. When you send in a claim they are to give you an upgraded device if they don't have the same one you had. I got a downgraded device, didn't know for 6 months until the phone started shutting down on its on, and battery dying all of the time, then it overheats a lot now. I took it to a Verizon store, all they can do is troubleshoot it since the phone was got through Asurion, who does the same thing, they have you wipe your phone, factory reset it and it works for a few weeks and starts it all over again. After the 3rd time last week, I called on the 1st and I was told by Brittany which was the 3rd person I talked with in Corporate no-less in Nashville that they approved an upgrade to a Samsung Note 5 since my Note 4 was a downgrade from the Nokia Lumia that I used to have and they don't have them. I prefer a windows phone so Android is a pain for me. So no phone arrives at all, I call back today 4/4/16 talk to Tanisha and then Miko, they hung up on me, didn't know what they were doing. I was very nice till the end. then upset. Tran didn't know what he was doing I asked for a supervisor as he had to ask me 6 times what my cell number was (really). Laura comes on pretending to be a supervisor, very timid so i'm sure she wasn't a supervisor, so I ask for her boss, I get Ms. Shawaka that says their policy is you must buy a new phone retail which If I'm doing that why do I need them, beside the point and they will reimburse me. I asked for some sort of proof to that affect, they couldn't provide any. I'm like I'm not shelling out $1,000 and then not get my money back and I asked the turnaround time, could be up to 3 to 6 months to get your money back on that. So that could cause you to go outside your 1 year warranty so they would be clear to screw you out of your money all together. I am filing a lawsuit this week against the company and I'm sure there will be a class action as well. I can't be the only person this is happening to.