AppleCare and AIG service with stolen iPhone

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“.

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 !!!!!!

Update from June 19,2021

STILL NOTHING- NO UPDATE

AIG kept saying they haven’t receive data from APPLE. APPLE said that my info was transferred and there’s nothing they can do anymore. Basically getting a runaround. Also been sending email to AIG but nothing… will never ever purchase Apple care again!!!! Never and share my experienced with customer service with AIG & APPLE to my Family and Friends. Sad and very disappointed.

It terrible. But i learned that the insurance is separate. And you can get phone lost/theft insurance from any company. Jerry don’t get the Apple care + lost/theft. Apple does not have trained insurance people and can’t be held liable. SMH

Apple does not have trained insurance people

Of course not - Apple is not an insurance company or agency. The terms are everywhere: if you buy the theft & loss coverage, it is an insurance policy and handled by an insurance company.

Its interesting nobody has posted on this thread in over a month... I just got off the phone with AIG about my stolen iphone12 Pro Max, and was told I could expect it to take "FIVE TO TEN BUSINESS DAYS " to receive my replacement.

Is this what all of you were told as well? This is utterly mindblowing. How can Apple get behind this kind of customer service experience?

Also for what its worth, if i went through my carrier insurance (Assurant) it's almost double the cost for the deductible. AIG = $150 Assurant = $280. This whole thing is just deporable. Is there some way to show Apple our complete disgust at this process... but in a way they will actually do something about it?

I am willing to write, call, message anyone to express my concerns with this insurance program.

You can send strongly worded letter to Apple Headquarters suggesting that they end their offering Loss and Theft coverage and everyone can go back to buying their own. I don't know of any companies that will settle a claim any faster than that unless you pay much more for the policy. Most insurance companies won't even issue policies on smartphones and tablets, it isn't worth the money.

Thought I would add in my experience since this has been a great resource for me. My phone was stolen on the 9/4. It was turned off and I sent a lost mode signal as soon as I found out. I submitted the claim that night and the next morning I had a request for proof of purchase. Submitted that on 9/5 in the morning and haven't heard anything since.

The website says my credit card will not be charged until my claim is approved but it was charged an hour after submitting proof of purchase. Hoping that an iPhone will come to my door soon but no updates yet.

Also in the day and age of 2FA, Apple REALLY should look into same day replacements for these types of situations. I understanding having to go through the claims process but having to wait for the phone in the mail on top of that is just a burden.

Will update once I get my replacement!

Based on what I've read in the thread AIG handles the claim and paperwork and Apple distributes the actual phones. If they really want to provide a excellent service to their customers they would work more closely with their insurance partners to create a more streamlined process. I stated that in the original post ". I understand having to go through the claims process but having to wait for the phone in the mail on top of that is just a burden." Apple should work in conjunction with the insurance agency to mitigate the phone being sent in the mail for customers who have the ability to pick one up at an Apple Store.

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.

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.

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 :)

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.

My phone was stolen abroad. I filed a claim with AIG, called AIG every day since my claim was filed, every agent tells me something different, eventually someone found out that there was an "IT error" that resulted in my claim being "stuck" and never processed.

After they escalated the issue, and removed the IT error from my claim, now they're telling me it is with Apple to ship the phone.

I contacted Apple and they tell me it is with AIG and they have no information on my claim, AIG is in charge of the delivery as well. It has been extremely frustrating and time consuming.

Both AIG and Apple will not take responsibility for figuring out what is going on. It has been 10+ days since my claim was approved.

If some of you have been through this, and if you have any helpful tips on how to proceed, please let me know.

The support page shows "Your replacement product will be shipped to you soon." for several days now without any updates.

Thank you for this message board. While this nightmare is happening-it is some sort of relief to know it is happening to many many people. Apple can do best by just working alone-and setting up the plan without the third party insurance companies. The insurance companies just keep you waiting, and stating “I don’t see your claim”, while APPLE says-“I see your claim”. It;’s a waiting for GODOT plan-nothing happens. Meanwhile you don’t have a phone and don’t create a plan to purchase another phone. And AIG has a lot of nerve-requiring signature that if the phone is found-now it is theirs, not yours-before the claim is even processed. Thankfully-I did not fork over more money to this AIG company. Another rip off-we are paying 14.99 a month, and should not have to pay more to make the claim. Just another nickel and dime scheme.