AppleCare and AIG service with stolen iPhone

Following up on this thread for anyone else in this situation.

1. On 04/20 I filed a claim online at: File an iPhone Theft and Loss Claim - Official Apple Supporthttps://support.apple.com › iPhone. The claim online failed. AIG's website is 'down' so I called into apple care which I recommend. You will need to have had Find my iPhone on - care will tell you to put in Lost mode and then in Erase mode, I suggest just waiting until support walks you through this. Apple then sent me 'AppleCare+ Theft & Claim detail' email with a Repair I.D that AIG does not use. AIG uses a 101###### format. Apple will send claim to AIG.
2. On 4/21 when I heard nothing, I decided to call AIG. I gave AIG my Serial NO. they were able to locate my claim. They asked for my info on the claim (lost date, what happened) and I provided them with my shipping address and my debit card. Payment ($149) went through as I saw it on my bank online portal. Still no communication via email.
3. On 4/22 I was able to check my Apple Support Claim status and saw that a replacement product was 'pending'.
4. This status will stay Pending until they ship the phone - when in stock. Should be within 5 business days.
5. On 4/23 I checked the portal once again and saw that a Fedex tracking number was provided via APPLE. Apple will ship replacement. AIG just approves claim and sends notification to warehouse to prepare phone.
6. On 4/26 I received my replacement via FEDEX overnight and everything is all set. Never received any email from AIG nor Apple after the first email from Apple. I suggest being patient and calling AIG 24 HOURS after you submit your claim through apple. Then after you pay deductible I would wait another 24 hours to check with AIG if claim was approved. If so, I would check the apple support claim status portal online to see if there is any updates.
7. Overall no communication was sent but phone was received.

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!

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.

Has either of you tried to follow the instructions on this page:

https://support.apple.com/iphone/theft-loss-claims

Sorry, you're having this issue, but if you think you have communicated with Apple, you have not. This forum is user to user only. Apple isn't here and won't respond to you by posting here. No one here has anything to with Apple or their insurance partner.

Use the Get Support button at the top of this page to reach Apple for help with your situation.

Ah, ok. Mine was filed on a Monday, and AIG posted an acknowledgment of that filing on Monday night. After that, no more communication and my attempts to reach them by email & phone were unsuccessful. Then, lo and behold, on Thursday FedEx showed up with the new phone. I hope your luck is similar.

On the morning of delivery, I did receive prior notification - an email from AIG and a voicemail from FedEx reminding me that the delivery required a signature. Late that day it showed up. It came with a new SIM card in the box. I was able to activate everything and restore from iCloud in my office, but could not get the cell service activated without a trip to Verizon. Verizon was super-helpful and had me up and running in about 20 minutes.

For what its worth...

Call AIG and ask them to send it to their internal apple team, Mine got resolved after 3 weeks.

After considerable grousing, whining and ranting on this board and other places, I must give credit where credit is due...

The AIG website is a mess, their notification and update system is just about non-existent, BUT...

Darned if my brand new iPhone12Pro wasn't delivered four days after the original was stolen. So, hats off to Apple and AIG. From a Monday afternoon theft to a Thursday morning new one in hand, that's really not too bad.

I also have to compliment Verizon. I went there on Monday night hoping to just buy a cheap burner to tide me over for what I thought could be weeks of delay (after reading others' experiences) - and they asked if I had any older iPhones handy (I did) - I came back with my iPhone 7, they put in a SIM card, we sync'd it up to iCloud and lo and behold I had a working phone, contacts, calendar and all... andthey wouldn't even accept payment, so I ran to Starbucks and bought them $40 worth of gift certificates as a thank you.

Not bad, all in all... even though I do wish the person who stole the phone to get a really bad urinary tract infection.

Same situation here.

AIG is a crap company that does everything possible to make the process slow, painful. They are not a customer-first company. Apple is their customer as well and needs to reconsider who they partner with. Long story short it's a **** waiting game with AIG. The best bet is to be patient use a backup phone (buy a cheap one from Apple store and return it, ask them to extend the return window to 21 instead of 14days. They will take that phone back in whatever shape it is other than broken). Also never get AppleCare theft/loss again until Apple handles it in-house again. Go through your cell service provider for theft/loss if they offer it. Basic physical damage repairs still good with Applecare just not theft/loss that is a lost time suck nightmare.

If one looks back through this (very long) thread, the stories are so similar - in most cases, AppleCare is indeed replacing lost/stolen phones - but with little or no customer interaction from AIG, and it's driving everyone crazy.

This is a gentle reminder that this forum is used by Apple customers to connect and help one another.

In other words: if we want to bring this ongoing problem to Apple's attention, this forum won't get it done.

Please try this instead:

https://support.apple.com

Also, I've bought several appliances from Apple since this dustup with AIG - and in all cases, I informed the customer service reps I would not purchase any AppleCare product that involved AIG, ever again. Asurion, here I come.

Happy hunting!

J

Final (same day) update. My online Claim page from AIG is still listed as claim in review. The Apple Support page has changed from "Claim In Progress" to "NameOfYourDevice: AIG Claim Referral" and I just got a text from FedEx about an overnight delivery to be delivered tomorrow that requires a signature.

Pretty easy and painless process, looks like 4 days total waiting until the replacement will be in my hands... Not to mention two of those 4 days were Sunday and Labor Day!

4/5 starts from me I had no real issues. Minus one star for the lack of updates on the AIG page :)

That is unfortunate. I would hope that a phone call to their corporate office in California might help; ask for Customer Relations:

Have all of your paperwork handy.

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).

• My iphone was stolen
• I had purchased Apple's AppleCare+ Theft and Loss insurance
• I filed a claim with AIG, per Apple's exact instructions at the Apple Store
• The claim still shows on https://aigtheftandloss.com as being processed (but not approved)
• This has remained unchanged for days
• But, thankfully, in case I want to learn more, AIG's Theft and Loss website has a Contact Us page
• If you use the form to submit on AIG's Contact Us page, there's a standard ReCAPTCHA "I'm not a robot" security check above the SUBMIT button.
• No matter how many times you complete this option, the web page indicates this option has not been completed. In other words, no way to submit a query. Tried this on three different browsers.
• The same page shows a button at the bottom, SEND US AN EMAIL.
• The button is just text, not a link.
• If you copy the email address shown (support@aig.com) and send an email to that address, you'll receive a reply "Delivery has failed: support@aig.com - The email address you entered couldn't be found."
• And so it goes.
• What's the lesson? For me it is to never, ever again purchase Theft and Loss insurance via Apple's AppleCare system - not as long as they are using AIG.
• In my family, we had 2 phones that had to be replaced (one damaged, one stolen) and ASURION handled both claims promptly and efficiently. Less expensively, too.
• I would either choose insurance coverage via your carrier (Verizon, AT&T etc) or directly from Asurion - they will insure new Apple iPhone purchases independently (and, incidentally, at a lower cost than Apple's AppleCare+).

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.

hahaha well I'm right there with you - hope the thief gets severe long covid. but it actually worked out just as you said. Just got a text from FedEx that my iPhone replacement has been picked up and scheduled to deliver tomorrow. Woohoo! Let that be a word of caution to anyone else who's unfortunate enough to be searching this topic...looks like Apple and AIG don't communicate and don't know what's going on till the phone is ready to ship. So wait 3 business days before freaking out.

Mine took 15 days after my initial claim. You can stay on top of them, But really, I don’t think that there’s anything that could be done as far as making them process anything any faster. From what I read on here along with other complaints. I imagine they’re just going to give the same sort of story. It’s pending approval, they are on back order, they’re delayed, they already shipped it out. They take the money from the first day, and they notify Apple within one or two business days that your phone has been delivered. So Apple has a system, that is being manipulated by AGI, and this system is showing that the phones are being sent out within two days of the claim. because they immediately take the money, and they after notified the system that it’s been shipped. I even called them to cancel, and they said OK, and it still arrived. There’s a page somewhere in the Apple world where you can see oh of your interactions. If I come across it I’ll post it. And you can see for yourself whether or not they put on the dog and pony show for Apple……. “processed your order, shipped, and delivered it“.

Your insurance is in control.

Apple does not send out replacement devices until the claim is settled.