AppleCare and AIG service with stolen iPhone

So I called my bank to reverse the payment I made for the iPhone. Also had them reverse the payment I made for the deductible. And boom they shipped my phone the next day! AIG+Apple Care is a scam.

It’s an issue with AIG. They order the replacement directy thru Apple but are notorious for it not properly going thru. Apple can’t do anything because they didnt get anything from 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:

• Whoever filed the loss gets all your alternative communication means - an alternate email address, text messaging and phone number, where you can be reached while your phone claim is being processed
• This same party gives you a printed piece of paper with a website page showing that you've been set up with an AIG account, your username and password (or the abiltiity to set one up), claims processing status, a claim number and the name and contact information of a customer service rep who is assigned to your claim
• Within an hour, an email comes from that AIG loss representative, and tells us they're processing the claim, and reiterates the above
• The email provides a link to the AIG processing status page
• Logging on to that page provides status updates and a progress bar with milestones (just like a UPS or FedEx delivery tracking status web page does)
• The web page provides requests for any additional information needed, and an email along the same lines goes out
• The web page provides links to contact customer service reps directly, via text, phone or email (right now the link on AIG isn't a link - it's a dead button!!@>!)
• When the claim is finally processed, you're notified that its' going to shipping and given a shipping tracking number

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.

You need to remember that you are dealing with two separate companies in these cases: the insurance company who has to shell out the money (to Apple) and, at that point, Apple will send a new phone (the insurance does not). I can see the reason why Apple will not ship a phone until the claim has been approved by the insurance company and they know they will be reimbursed.

I'm sorry, did you get a post deleted or something where you updated and said AIG had told you your claim was approved. All I saw was they requested proof of purchase. Did they send you and approval?

The process is AIG after approval immediately sends notification to Apple to send a service replacement unit to whichever address it provided. I don't believe that expedited shipping is included.

You have no idea how many people are affected by this. For Apple to take this on themselves they would have to become a registered insurance company, pick a state to license in, hire a complete staff with proper training, etc. I seriously doubt they want to get into that business. And if they did? It wouldn't take two weeks before you would start hearing about many, many people having problems with claims. And if they decided to do this in a middle of a pandemic the problem would be enormously magnified as hiring qualified personnel would become a nightmare.

If you ask around and try to find THE insurance company that has never had a claims complaint your list will have no entries on it. Want to make this process quicker? Save your money and skip the theft and loss coverage and put the money in the bank instead then pay yourself for the replacement if it is lost or stolen. There is a reason almost no large insurance companies provide this type of coverage.

Sounds more like an issue with Apple. You see, my monies go to Apple for the coverage, not AIG. It's Apples responsibility to make sure that their contractors are meeting their contractual obligations. If they are having a problem with getting the appropriate paperwork from AIG then THEY need to hold AIG's feet to the fire or find another insurer to fold into their AppleCare+ plan.

Apple block it as soon as you report it lost

Apple does not block a stolen phone.

If you had find my enabled, then you have options:

https://support.apple.com/en-us/HT201472

Yes thank you, I left a complaint with them, and also with New York State department of finance, they regulate insurance companies. Better business bureau is also an option.

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".

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.

My sympathy to everyone who has gone through this, it's incredibly frustrating. For some of us, in the end we did get our lost/stolen phones replaced by AIG/Apple within a reasonable period of time, but there was absolutely no communication about it, so we were left wondering day after day, and no way to reach anyone to learn about the status of the claim.

REALLY dumb customer service on AIG's part. Had they simply built a website tracking system that would have informed me of the claim status, I would have been more patient, instead of growing more and more resentful with each passsing day. Because as I've said, at least in my case - the new phone did show up, in less than a week.

I recognize others have not been as fortunate, and sadly there does'nt appear to be anyone at AIG or Apple in a position to hear our complaints or concerns (see my previous post about the RIDICULOUS support page that provided absolutely no support.

Anyway, I'd recommend the best weapon here is patience and perseverance.

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.

I was fortunate to receive my daughter’s phone within 48 hours of filing my claim. I agree that communication and customer experience with AIG are terrible. I also think that product availability drives when you will receive your device. I raised **** after reading these posts and I received the phone the next day. My daughter’s phone wasn’t actually lost. She dropped it but stupid Apple sent me to the theft and loss website. The Apple Store where I live told me to cancel the claim and bring the phone in but AIG was saying it can’t be cancelled. Apple Store won’t touch it if it’s reported lost. We had the phone less than a year and should’ve brought it in to Apple Store. AppleCare plus is top notch for repairs or they will replace your device in the store if you have it. The theft and loss part needs serious overhaul. My mistake was to report the phone as lost. Hopefully someone here learns from my experience.

All over the website, They detail how to file the claim and additional steps. However it’s not until you do a lot of digging that you find out that once you file a claim, any chance of finding and restoring your iPhone or out of the question. AIG takes the money out of your account, and ”Processes” the claim immediately. Upon further inspection on Mysupport.apple AIG they claim to have even process, and shipped the phone. When in reality all they did was take the money, and lock the phone. And after nine days, someone who found my phone got in touch with me, and I was so excited to get the phone back. Not realizing any of this. It’s now 11 days later, and I am $149 poorer, waiting on my replacement, with my old phone locked, & a new phone that I had to buy out of pocket because of the challenges presented to me from not having access to a mobile device.