AppleCare and AIG service with stolen iPhone

My phone was lost June 22, 2021 I filed my report that night around 10pm the next morning June 23, 2021 around 10am I had an email from a representative at AIG telling me I had to send in proof my iPhone 12 Pro was in lost mode I sent in my screenshot showing my phone was in lost mode but I didn’t hear anything so I sent the photo again on June 24, 2021…. That day my claim was approved & the $149.00 dollars was taken out of my account…. I didn’t hear anything from AIG informing me of when my phone would arrive I kept checking my claim but it kept showing claim approved. I woke up today June 25, 2021 at 12 pm to a missed package note from FedEx… I went to FedEx around 6pm, because that’s when the missed package form told me I can pick up my package, and got my package it was my iPhone 12 Pro!!!!! AIG didn’t inform me that my phone was being sent over night but I’m glad it did I’m so happy to have my iPhone 12 Pro back !!!!!!

• They are awful!

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.

No, based on my experience my claim has been approved, yet I'm still waiting for a phone. The phones are supposedly filled by Apple fulfillment so why am I waiting? The option to pick up a phone should be there, following the standard claims process implemented by AIG. The standard claim process took 48 hours (from report to CC charge for the deductible) which is a reasonable time to wait, but having to wait this additional time seems unnecessary especially for a company as sophisticated as Apple.

It is happening with me as well. I filled a Claim and AIG is saying it went wrong from the apple side and Apple is saying that AIG will take care of it. They both are playing. They just changed the phone information on the claim page. I filled a Claim for iPhone 12pro 256 GB now they are showing iPhone 11 yellow 128GB. WHich I never used. Their system is worst.

Problem with that theory... Asurion can reliably get you a replacement phone in 2 days (normally one) under Verizon. Yes, they stock the phones (refurbed usually) but a 3 week delay is VERY unreasonable.

At the LEAST Apple or AIG should be notifying the policy holder that the order was placed and that their phone is on backorder if that is the delay reason.

Going through the same thing: I started the loss claim on 1/15, it was approved that day, but nothing has shipped. I waited two business days before I started calling AIG and Apple, and they kept directing me to each other. One Apple representative said "they were running diagnostics on the phone" and I was like, "but they should be shipping me a new device?" and he made up some lie about how they have to run diagnostics on new devices. Another Apple representative had me on hold with her for 30 minutes and said she would connect to AIG for me, and when she connected the line it was a random man who said, "Hello? Yes? This is not AIG. This is a personal cell phone" and then I got disconnected lol.

But overall, from all the info I've gathered throughout 6 phone calls, I think Apple should be responsible for handling this mess, yet they're the ones who keep sending me to AIG. AIG handled their part for processing the claim and sending that info to Apple that I need a replacement device. I'm not sure if it's a miscommunication problem but the Apple Distribution Center should have some sort of contact with Apple Support or AIG so that everyone can be on the same page without keeping open claims floating for days.

Only Apple has a device to ship. AIG doesn't make iPhones.

Contact Apple support. It may be they're are having trouble getting a replacement model.

Apple doesn't issue or handle insurance claims, that is done by AIG.

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.

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.. :(

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

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.

AIG and Assurant have been a headache long before Apple started offering theft and loss. Most cellular providers use AIG and Assurant with the same process unfortunately, but thru Apple you get an Apple certified replacement unlike carriers who let AIG snd Assurant send non-certified repaired ones with zero warranty.

this relationship between apple and aig is possibly the worst experience I have ever had with customer service.

AIG is INCOMPETENT. Their service reps clearly didn’t pass the 5th grade. Their website is still broken and their FAQ is out of date/inaccurate. Do not expect your claim information to be updated, to be available or to be accurate.

Apple on the other hand absolves themselves of any responsibility. I have gone as far as to reach out to multiple people who work at Apple HQ to raise this issue.

I submitted my claim over 5 days ago and have not got a single email communication or update from either party.

beware of this service and DO NOT USE.