AppleCare and AIG service with stolen iPhone

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.

Sadly, Emailing Tim Cook goes to his executive assistants who then determine if it’s an issue they need to assist in, or see if Support is already assisting and giving you correct options.

What was the outcome? Did you finally get the phone?

Thank you for your responses on this thread, I really appreciate it. I currently see on my apple status claim that the replacement will be shipped soon. This is through the mysupport.apple.com website.

It has been in the "your replacement product will ship soon" stage for 2 days now. I will follow up on this thread (if) when I get my replacement for any future readers.

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.

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 have been on the phone with this company (AIG) for hours!!! They cannot figure out why my claim is still pending. I am now on hold with the supervisor which is not a nice man. I have been an apple girl my whole life (phone, watch, iPad, computer) but after being placed on hold for over an hour, my money could be better spent elsewhere. I know “apple” does not approve the claims but take accountability for who you partner with!!!!! Very disappointed

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.

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.

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.

UPDATE: After 2+ weeks and not a single communication from Apple or AIG in my inbox - my doorman let me know UPS dropped a package off. Phone had been delivered. I pity anyone who doesn’t have secure package delivery as this abhorrent process gave ZERO heads up a package was on its way. No tracking number, no email, nothing.

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

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.

My Phone was loss from 6/19/2021. Followed the process.. Still getting run around. pointing fingers between Apple and AIG. overall I still don't have my replacement phone, Even when in black and white I have coverage. Paid a lot of money to APPLE to get this treatment. my trust and loyalty is gone. Partnership with AIG downgraded APPLE. Writing down names now.