Trying to complete a claim for a stolen iphone.

Question

Level 1

8 points

Trying to complete a claim for a stolen iphone.

I've been trying to complete the claim for a stolen iphone for several days.

When I tried the first time, the payment failed and the site got stuck. After that error the site became unaccessible.

I contacted the Apple support and someone called me and asked to get access to my Mac to check what was happening. She told me that the claim was already pending, that I had to wait and that obviously there was no need to pay anything because I had insurance.

Today, I checked again using the claim ID that I received in my email and I realised that the site is still waiting for a payment of 109 pounds.

I got access to the payment page but again it keeps failing. I tried multiple times with different credit cards that I am sure work because I've just used them but the site always returns the same error. By the way, after it fails the only option is to reopen the site after deleting the cookies (this kind of workarounds were bad 15 years ago, today they are completely unacceptable).

I tried to call the AIG support number (020 8253 7435) but after a few automatic answers the phone just made some noise for about ten minutes and then the call was disconnected.

I tried twice with the same results.

Finally I tried to send an email to support@aig.com (the email address that is linked in their site). The email bounced back because "The email address you entered couldn't be found.".

I've been paying the insurance that is definitely not cheap, but the service that I am getting looks more a scam than anything else.

iPhone 13 Pro Max, iOS 16

Posted on Jan 27, 2023 10:50 AM

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Answer 1

shoeluvr13

Level 6

18,553 points

Jan 27, 2023 12:15 PM in response to MarcoAltieri

Apple cannot really do much as the claim is done thru AIG. Have you tried the Contact US form at https://www.aigtheftandloss.uk/ ?

Or maybe try other branch numbers for AIG and they can possibly transfer you to the right department? https://www.aig.co.uk/util/contact-aig-uk

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Answer 2

MarcoAltieri Author

Level 1

8 points

Feb 9, 2023 2:28 AM in response to Katana-San

When I login to their portal they say that they are AppleCare+. When I call their phone number they say "Thank you for calling AppleCare+". So either they pretend that they are AppleCare and in that case you should do something or they are AppleCare+ and so what you said does not apply and it is definitely not true that it would be an easier process, given that it is not being easy at all.

Just to let you know, the claim has been approved even though their site is still saying that it is not.

That site is definitely AppleCare+ and nothing works.

I was finally able to get the track number and the person on the phone told me that I was going to get it tomorrow.

Luckily I checked by myself and I realised that I have to go to get the phone by myself and that tomorrow is the last day. If I trusted them, the phone would have been sent back.

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Answer 3

Katana-San

Level 10

81,577 points

Feb 9, 2023 6:27 AM in response to MarcoAltieri

Hello ~ We are not Apple Support but fellow forum members like yourself that help other fellow forum members everyday. I myself tried to call the phone number that you listed cannot be reached and from where I live it is not a valid number. I suggest you contact Apple Support….

Contact Apple for support and service

I myself have used AIG and AppleCare+ finding AppleCare much easier. Good luck.

~Katana-San~

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Answer 4

MarcoAltieri Author

Level 1

8 points

Feb 6, 2023 9:05 AM in response to MarcoAltieri

@shoeluvr13 This is completely unacceptable. It's Apple that is selling those insurances in their shops. You cannot pretend that you are not responsible for such terrible service.

I've been looking to other posts and it seems that this has been happening to a lot of people for years.

Apple was known for a good customer service. This is the worst customer experience I ever had and Apple is responsible.

It would have been already wrong your answer if I was the first to experience this. The correct answer would be something like: I am really sorry for what's happening to you please let us know if you are able to solve the problem with AIG.

The truth is that these problems have been happening for years and Apple knows it and it is not doing anything.

Just to give an update to anyone that comes here for the same type of issues, after trying to call them multiple times, I was finally able to complete my claim more than a week ago. They told me that it would take a couple of days for them to approve the claim but nothing happened. They immediately sent an email saying that the claim was approved, but actually it isn't. They also said that it would be Apple to send the replacement but when I went to an Apple store I was told that it should come from AIG.

On Friday, I called AIG again and they told me that they needed another couple of days.

By the way, the service on the phone is always terrible: there is a delay in the conversation as if we were talking on a bad internet connection 20 years ago.

Next time they delay, I'll call a lawyer. I need the phone for work and they are creating serious problems.

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Answer 5

shoeluvr13

Level 6

18,553 points

Feb 6, 2023 11:49 AM in response to MarcoAltieri

I totally get your frustration, however, I don’t work for Apple. I’m just another user answering other users questions to the best of my ability in this user to user forum.

The basis of your original post was you weren’t able to get in contact with AIG so I gave some other options to try and help you.

AIG and Assurant, etc. are the same insurance companies mobile carriers contract with. While, yes, Apple lets you set up this insurance through Apple, it is still AIG who you are getting the service with. AIG is the one responsible for the claim.

Apple may be the one sending the replacement device, AIG is the one that has to approve the claim and place the order, and tell Apple to send it.

As for your other issues you had before it was lost. What troubleshooting did you do? Did you reach out to Apple or this public form for suggestions that could fix it?

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Answer 6

Katana-San

Level 10

81,577 points

Feb 6, 2023 9:11 AM in response to MarcoAltieri

Hello ~ You are being helped by one of the most knowledgeable volunteers here in these forums *shoeluvr13* and they are not “responsible” for anything. You are not speaking with Apple. Next time purchase an AppleCare product which will be a much easier process.

AppleCare Products - Apple

~Katana-San~

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Trying to complete a claim for a stolen iphone.

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