AppleCare and AIG service with stolen iPhone

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.. :(

Here's the scam, AIG doesn't refund your money and cancel the claim. They keep your money and tell you it has been submitted. Also, the website has a "cancel claim" button but it doesn't work. That's part of the strategy. SO it is extra revenue for them if you lose your phone, file a claim, then find your phone, then try to cancel the claim. The only way to get money back is file a dispute with your Credit Card company - they will take the money from AIG and put it in your account pending a review.

my iphone goes lost mode friday I call apple and they told me call AIG , AIG cancel my claim and told me it’s take 48 hrs buy already 4 days still didn’t work

I call apple apple told me call AIG , AIG told me phone is already active , i went apple stores to restore my iPhone but they can’t

they told me again Call AIG

already 5 days now

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.

Exact same thing is happening to me. Lost my phone and promptly filed a claim by following the instructions on the Apple Support website. I have AppleCare+ with Theft and Loss. The AIG website that it directed me to never updates the status of my claims. They have already charged me the deductible for the replacement. When I call they can only say that Apple will send me an email with tracking info for FedEx overnight. When I call Apple since I didn't get the email, they say they can't access my claim. I've tried multiple times, and never gotten a reasonable answer, and even got disconnected once. I really expected more from Apple. Absolutely disaster - word of advice, go with your mobile carrier's insurance. DO NOT get AppleCare. Total scam.

I filed the claim on 3/15 and AIG said it was approved that day itself. Just called them again today and they said their portal is not finished so I won't receive updates - so I guess you're right in terms of communication. But I'd have expected an email from Apple about shipment. nothing so far. It's 3/18.

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...

In the meantime, I'm still hopeful that the person who stole my brand new iPhone 12 had a sudden excruciating onset of gout, followed by a painful flare-up of shingles, then broke out from head to toe in a mysterious itching and burning rash that lasted for 14 days. And while dealing with that, received notice of an upcoming audit from the Connecticut Dept of Taxation and Revenue, and then got dumped by his or her boyfriend or girlfriend for being such a loser.

Not that I'm resentful.

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.

Im so pleased. And god bless iCloud, Without it restoration would've been long and painful for me. Anybody else remember trying to sync devices via MobileMe? It was like volunteering to be waterboarded. But They did finally get it (mostly) right.

And I do love this phone - the camera is out of this world.

Happy Hunting!

100% agree. the iPhone 12 Pro RAW camera system is a beautiful thing. That neural engine is a processing beast. But if Apple wants to grow in services, they do need to figure out AppleCare+ and make it more user friendly ASAP

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.

Hey, wondering how long it took to get any communication from AIG?

I submitted my claim on Monday morning 4-19

I got an email from Apple with a Theft & Loss claim and repair ID - apple sent this

But have heard nothing from AIG or Apple since.

Apple said they submitted the claim and they can not do anything but submit the claim. The repair ID does not even register through the AIG claim portal.

When I check the repair ID via apple the status says "your repair is pending",

Not sure if I will hear from AIG.