AppleCare and AIG service with stolen iPhone
my phone was stolen and now I am without a phone and Apple says AIG will send me a new phone and AIG says the new phone will come from Apple. meanwhile I don't have a phone
[Re-Titled by Moderator]
my phone was stolen and now I am without a phone and Apple says AIG will send me a new phone and AIG says the new phone will come from Apple. meanwhile I don't have a phone
[Re-Titled by Moderator]
Yes that’s where I filed the claim. Really disappointed by AIG/AppleCare. I have been without my phone for a week. None of the employees at AIG and Apple know who is responsible for replacing the device. AIG says that’s once they approve it they send an order to Apple fulfillment and apple is supposed to send it because AIG doesn’t have warehouses of phones they just are the insurance and pay.
Yes that’s where I filed the claim. Really disappointed by AIG/AppleCare. I have been without my phone for a week. None of the employees at AIG and Apple know who is responsible for replacing the device. AIG says that’s once they approve it they send an order to Apple fulfillment and apple is supposed to send it because AIG doesn’t have warehouses of phones they just are the insurance and pay.
Following up on this thread for anyone else in this situation.
YMMV: this is how my journey went, yours may be different of course. If you have any questions you can reply to this specific response and I can provide more detail if needed!
After my friend got the run around using Asurion I switched my phone and both my kids to AppleCare. Now that I got the run around for my daughter’s replacement I’m switching back to Asurion. We actually found her phone the day I filed the claim and AIG said there was no way to cancel the claim because it’s in fulfillment. I told them it’s unethical to charge a deductible if the phone hasn’t shipped and I’ll be disputing the claim with my bank after it clears from a pending charge. Of course they can’t tell me when it will ship. Terrible company.
You will not hear from AIG. Their website is a mess and their communication is nonexistent. I happened to get my phone within 5 business days. However, I see other comments in this forum where they have been waiting for weeks. I called them and Apple constantly. What finally happened was that I got up to a senior advisor at Apple and they themselves called AIG and basically let me know that that phone had not shipped. Like no ****. Basically you don't get a notification until the phone ships, and that too it will come from FedEx, not Apple nor AIG. Sorry you have to go through this - for the money we paid for that **** AppleCare+ this is totally unacceptable. And I can't believe Apple is basically doing nothing about it.
my claim was approved on Jan 7 2021 . Today is Jan 20 2021 and I still do not have a phone and caught between AIG and Apple about who is supposed to send the device. It is nothing but frustrating and ridiculous. I filed the claim on Jan 2 2021. That's just about 3 weeks, do you think that is reasonable? What's posted or sent to me via Applecare Is 2 days for the claim and the 2 days for the shipping... nothing but bullsh**
I am in the same situation, Accidently clicked on the support page to proceed with claim, Apple erased the Device put in Lost/Stolen Mode. I immediately reached out to apple support and AIG to cancel the claim on 3rd Feb. And AIG confirmed they have cancelled the claim on 11th and till today 22 Feb i have been not able to get my device working again, as while trying to activate it doesn't activate it saying the device has been reported lost or stolen.
Have repeatedly reached out to Apple support , everytime an advisor gives a different answer some says we have the glitch some says we cannot help only AIG can and shrugg of. While AIG has not given any caseid to follow upon every time i reach them out all i hear we have escalated it please allow 24-48 hours.
This is the worst nightmare apple is making us go through, I have been a loyal customer over a decade and this is not the way apple used to work. Something has changed drastically. It's been the 3rd week where i am locked out of my primary device. I urge to everyone please do not fall victim for applecare+ . It's a bone breaking process in which customer is just left hanging dry while they kept charging the insurance for not usable device.
Then you should send your suggestion to Apple -> https://www.apple.com/feedback/iphone/
I would also suggest you look and see if there is a similar process to send the suggestion to AIG. I think it is a great idea.
We've used AppleCare for years, but I've never experienced anything like AIG's "insurance" under AppleCare+.
You remember AIG, of course - the investment giant that was about to go under in 2008, and then the United States Treasury issued bailout funds of - ahem - $185 BILLION DOLLARS - to save the company. (The did pay it back, with interest).
And here I sit, still without a phone replacement.
Luckily for me, after a few days of this, I finally figured out - with the help of a Verizon store tech - that I could take an old deactivated iPhone 7 I had in a drawer, swap out the SIM card and connect it to my Apple ID, and at least get my number working again so I could receive calls and texts - absolutely no thanks to AIG.
Thanks, livresh -
That story mirrors my experience as well - you'll find it written out in excruciating detail much earlier in this thread, but it amounts to the same thing - I filed a loss on a Monday and by Thursday I had my replacement iPhone. One really can't complain about that. Had AIG handled the communications part of it intelligently, the whole experience could have been a branding plus for both AIG and Apple, and left me a diehard fan of both for life. Instead, they failed to recognize how completely freaked out those of us who have had iPhones stolen or lost really are.
Losing a smartphone is so beyond losing a phone - it's like 20 years ago having your car keys, your glasses, your wallet, your medications and your telephone taken from you. You're lost at sea. You have no idea how the insurance replacement works, if it's going to work, when it's going to work - and in the meantime, all your contacts, emails, calendars, navigation destinations, and a million other digital ways we use to manage our entire lives - they're all GONE.
What it would be like if, the moment you file a loss claim with AIG, this were to happen:
Whey should AIG or Apple go to all this expense?
For one simple reason - the experience as it's managed right now was so negative, worrisome, frustrating, annoying - even enraging - that not again IN THIS LIFETIME will I purchase any AppleCare product if it involves a loss claim through AIG. I will switch over to a private third-party like Asurion. They're frustrating too, but at least in their case, they've figured out that they're dealing with human beings on the other side.
I submitted a claim on the 28th, then found the phone and could not call Apple to cancel the claim, AIG would not cancel the claim. It locked me out of all my iCloud accounts, ended up having to use a second phone, pop the sim card and get the text verification, then logged into my email (iCloud) to view the claim, then tried to cancel on their website. No avail. Spoke with AIG rep, total rude lady btw, on 8/31 - and now it is 9/1 and the status of the claim has not changed, there are still emails requesting I pay the 150 for the claim, and the phone is still stuck on Lost Mode- but the phone has not been found!
This is awful. Terrible situation and AIG is just not dealing with this claim process well.
Honestly, I wish I would go back to my carriers insurance. This Apple Care Loss and Theft option is a terrible experience.
This is not Apple support and we do not work for Apple, so we have no access to accounts or anything else.
If you had Applrcare _+ with theft coverage, you will need to work with the insurance company and/or Apple. We cannot help with that type of issue.
It's ridiculous and nothing but the run around. Tim Cook is the CEO and I wrote him twice about this very issue but he didn't respond. That kind of gave me a little perspective : He doesn't care about his customers and the rest follow his lead. I still don't have an iphone and wondering if I'm ever going to get one from them. One thing is for certain I won't buy another one EVER!
Unfortunately, it doesn't matter if we think it's reasonable or not. We are not Apple support and we do not work for Apple.
You need to think of this in a slightly different way though: I'd bet yours is not the only claim. Just because it was approved does not mean the paperwork has been processed. These are huge companies with - currently - not all staff present and/or some working from home. Processing anything takes time. Then the insurance tells Apple to ship; then Apple needs to find a replacement which again is difficult due to the pandemic mfg. shortages/shipping delays.
Nothing works at the moment the way it used to be. That is the new "normal".
AIG is absolutely the worst company to deal with. We paid the insurance, the person that filed the claim mistakenly filed it as theft/loss (it was damaged) and it had to be cancelled, yet paid $149. Cancelling the claim online doesn't work. Each time we call the AIG employee they tell us they will inform the manager and it should be taken care of. Round and round we go. NOW over a week later, they keep telling us "wait 24-48 hours." A horribly incompetent company or a scam?
Same thing happed to me. I've been without my phone for 2 weeks already and they already took out my money from my account and they still haven't send me my phone. for some reason they have my PO BOX mailing address as my shipping and they don't deliver to PO BOx . I already spoke with them last week about my shipping address and they keep having issues. I call everyday 2 times a day and they tell me the same thing every single time. i told them i want to cancel my claim and i want my 150 dollars back but as soon as it is approved they cant cancel the claim. So they have my phone and my money.. :(
AppleCare and AIG service with stolen iPhone