Warning about Asurion insurance coverage - Mobileprotect
Last night my iPhone 4 (AT&T) fell out of my purse in the parking lot of the restaurant we were entering. When I went back out to look for it, it was gone. I can only assume someone picked it up. I have checked back with the restaurant several times to see if anyone turned it in and even went to examine the parking lot again this morning.
I purchased the Asurion protection insurance in July 2010 when I bought my new iPhone. It covers theft, loss, and damage and advertises hassle-free next-day phone replacement. I tried to call Asurion last night as soon as we arrived home (9:00 PM EST) and they were closed until 11:00 AM EST this morning (Saturday). I called again this morning. After going through their labyrinthian automated phone system (5-6 minute ordeal EVERY TIME), I was told by the rep to hang up and call AT&T to suspend my service before filing my claim and directed to file claim online. I did so, went online to file, and was directed to call customer service. Again, I called and waited and was told that they would have to transfer my call. I was then erroneously transferred to a Verizon rep and then when he tried to redirect the call back to an AT&T rep, the call was disconnected. Called again, finally got on the phone with an agent, explained my situation and was told I would have to fill out the affadavit they would e-mail me and then fax it back to them before my claim could be reviewed or approved. The agent said she would e-mail me the affadavit and, as soon as I faxed it in, they would review it within 24 hours. Never received the affadavit email. Called again. New agent said they have up to one hour to e-mail affadavit form but I can download form from website. Downloaded it, filled it out, made copies of my DL and phone purchase receipt, ran to UPS store to have forms notarized and faxed all forms/documentation back to Asurion. Just now checked claim on Asurion website; they acknowledged my documentation at 12:38 PM CT and will have a response for me by 9:38 PM CT TOMORROW NIGHT. More than 24 hours to review my claim with notarized affadavit before they will try contacting me to get 1) payment of my deductible, 2) start process of shipping the replacement phone or 3)ask for further documentation before they can proceed.
All this for $11.99 per month coverage and a $199 deductible for the replacement, refurbished phone. What a ripoff! Right now I hate Asurion and also AT&T for contracting with them to provide iPhone insurance. My family has had several claims through Verizon for other phones (Blackberry Storms) over the past few years and all that was ever required was one phone call, handled quickly and professionally and resulting in a replacement phone delivered the next day.
Anyway, just wanted to warn everyone that if you ever file a claim for loss, theft, or damage on this over-priced insurance, you will be subjected to affadavits, poor/slow service, and a complete and utter lack of regard for your predicament. The agent at Asurion explained to me that all Assurion iPhone claims, AT&T or Verizon, require this same process with affadavits and 24-hour reviews (in my case, a 33-hour review period).
I purchased the Asurion protection insurance in July 2010 when I bought my new iPhone. It covers theft, loss, and damage and advertises hassle-free next-day phone replacement. I tried to call Asurion last night as soon as we arrived home (9:00 PM EST) and they were closed until 11:00 AM EST this morning (Saturday). I called again this morning. After going through their labyrinthian automated phone system (5-6 minute ordeal EVERY TIME), I was told by the rep to hang up and call AT&T to suspend my service before filing my claim and directed to file claim online. I did so, went online to file, and was directed to call customer service. Again, I called and waited and was told that they would have to transfer my call. I was then erroneously transferred to a Verizon rep and then when he tried to redirect the call back to an AT&T rep, the call was disconnected. Called again, finally got on the phone with an agent, explained my situation and was told I would have to fill out the affadavit they would e-mail me and then fax it back to them before my claim could be reviewed or approved. The agent said she would e-mail me the affadavit and, as soon as I faxed it in, they would review it within 24 hours. Never received the affadavit email. Called again. New agent said they have up to one hour to e-mail affadavit form but I can download form from website. Downloaded it, filled it out, made copies of my DL and phone purchase receipt, ran to UPS store to have forms notarized and faxed all forms/documentation back to Asurion. Just now checked claim on Asurion website; they acknowledged my documentation at 12:38 PM CT and will have a response for me by 9:38 PM CT TOMORROW NIGHT. More than 24 hours to review my claim with notarized affadavit before they will try contacting me to get 1) payment of my deductible, 2) start process of shipping the replacement phone or 3)ask for further documentation before they can proceed.
All this for $11.99 per month coverage and a $199 deductible for the replacement, refurbished phone. What a ripoff! Right now I hate Asurion and also AT&T for contracting with them to provide iPhone insurance. My family has had several claims through Verizon for other phones (Blackberry Storms) over the past few years and all that was ever required was one phone call, handled quickly and professionally and resulting in a replacement phone delivered the next day.
Anyway, just wanted to warn everyone that if you ever file a claim for loss, theft, or damage on this over-priced insurance, you will be subjected to affadavits, poor/slow service, and a complete and utter lack of regard for your predicament. The agent at Asurion explained to me that all Assurion iPhone claims, AT&T or Verizon, require this same process with affadavits and 24-hour reviews (in my case, a 33-hour review period).
ibook G4, Mac OS X (10.4.2)
