Previous 1 2 Next 18 Replies Latest reply: Nov 7, 2014 8:00 AM by jmco09
Zoe Nipp Level 1 Level 1 (15 points)
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).

ibook G4, Mac OS X (10.4.2)
  • Allan Sampson Level 10 Level 10 (123,370 points)
    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.


    Verizon uses Asurion as well.
  • Zoe Nipp Level 1 Level 1 (15 points)
    Yes, they do use Asurion just like AT&T. My point is that if you have Asurion coverage on your iPhone, regardless of whether you have ATT or Verizon, Asurion told me they require a faxed notarized affidavit to file any iPhone claim for either carrier and can take up to 24 hours to review the claim and recontact you via email or phone before even beginning to process the claim. Their website home page clearly spells out a much simpler, faster process for filing a claim and receiving a replacement phone than what is actually occurring.

    I am just puzzled because we've had two previous Asurion claims on other family members' smartphones (not iPhones) under Verizon that were efficiently taken care of with one phone call. Apparently they're tougher with the iPhone claims. Buyer beware.
  • deggie Level 9 Level 9 (50,420 points)
    I'm sure they are much tougher on iPhone claims (and smartphones in general) than other phones due to the high fraudulent claim rate.
  • marjohn Level 1 Level 1 (0 points)
    I was told very quietly by a verizon agent that you can tell asurian you want a new phone instead of a refurbished one. I have had to use them in the past with no problems other than receiving a refurbished phone. But It wasn't for a lost phone, just a broken one.
  • lowrah Level 1 Level 1 (0 points)

    After reading  this, I wanted to let you know about my Asurion experience. I did not call them but did everything on line. I was walking my 5 lb dog and a large boxer came out of a vented garage and, after I realized it was not after me, chased my dog and when I caught up with the person I fell and broke the face of my iPhone. I called verizon first, I do not have a home phone so I needed this phone until my new phone arrived. This all happened on a Saturday, after I called Asurion while I was on hold, they mentioned a web address that would be faster, I hung up and went to that EASY web address and filed my claim. I received my phone on Monday but I needed to handle the repayment from the dog owner. After I got that handled, I wrote Asurance an email asking for a receipt which was sent in about an hour and then I asked for an extension to return the phone because the dog owner wanted to see it. I got a month extension. I am returning the phone today because I met with the dog owner and he wrote me a check. I had NO problem with the service. The person who originally wrote this knows how to operate a computer, why didn't you use the on line option because you think everyone is rude, bypass people and use the computer.

  • c brucefromnewfane Level 1 Level 1 (0 points)

    Yeah...after calling I decided to try the online application for my lost iphone. Got through step 1 and was kicked out for more validation information and directed to the whole off-line proceedure mentioned above. A real pain. No human contact and no sense of how long all of this is going to take. Just what you lean to expect from an insurance company. Apple shouldn't delegate important customer service to a 3rd party. A frustrating experience. The refurbished phone replacement is also news to me and wasn't mentioned by the nice young apple-guy who sold me the phone and the insurance. Refurbshed phones are worth a lot less than the spanking new i-4 I just paid market price for. Another reason to be annoyed.

  • Bootsalmighty Level 1 Level 1 (0 points)

    As with anything you sign up for, you should read the ToS of it. Which is, of course, available @ the phoneclaim website, in regards to the remanufactured devices, it is clearly marked. for Verizon - Section F, number 2 "

    At our option, we or Asurion Insurance Services, Inc., may provide substitute

       equipment or repair the Covered Property with substitute parts, of like kind, quality and

       functionality, that:

       a. Have been refurbished, and may contain non-original manufacturer parts; or

       b. Are a different brand, model or color."

    for ATT - under Mobile Insurance Program Details

     

     

    Replacement

    Device

    Once your claim is approved, the replacement

    device is shipped to you and received overnight

    in most cases. Claims may be fulfilled with a new

    or remanufactured device. Colors, features and

    accessory compatibility are not guaranteed.

     

    In regards to your deductible, it is also cleary defined in the ToS and also easily available to view @ the phoneclaim website. Never trust a salesman who is selling you a service rendered by a different company. A) they are not always fully knowledgable on the program they are selling. And B) they are just trying to boost their sales to make bonus and/or meat their quotas for the month.

     

    Finally, personally I would rather pay the 169-199 for a Iphone that may be remanufactured or new, that still has a full 1 year warranty instead of paying anywheres from 500 - 800 bucks for a new one.

  • Larry106736 Level 1 Level 1 (5 points)

    I feel you 100% that's why I dumped AT&T to Verizon and AT&T lies and LOUSY service and Verizon so much better but as for assurion yes they are a RIP OFF!!! They sent me a refurbished 64 gb iPhone 4s mine was the same and a few months old but mine was white, than they send a black one and the one they sent was in such lousy condition after my 199 deductible it looked like something you can get at a swap meet than the wrong color so I called and was a bit voice full but polite but was firm and said mine was a white 4s 64 gb not a black and told them the condition they sent and finally they next day air sent me a new one in a sealed box and the right color!!!  But yes be firm and most likely they will work with you!!! But why not the right the first time?? Well good luck!!! And take care hope this was helpful!!

  • xxsaturnxx Level 1 Level 1 (0 points)

    Between March 19 - March 21 (I forget which day), I accidently took my Apple iPhone 4 in the hot tub with me. 20 minutes later I realized this.

     

    I knew that I had insurance so I contacted the Verizon store where I got my phone from originally. I thought that they would give me one right then and there, but I was wrong.

    They directed me to the place that would. Asurion aka phoneclaim.com

     

    I contacted them and was told to submit my claim online. I filled everything out and i did get a new iPhone 4 THE NEXT DAY, (March 22, Friday) which was fantastic.

     

    The instructions in the box that my phone came in said to put my damaged phone into the pre paid envelope and send within 15 days or I could be charged $300+ dollars. I sent it back on the 13th day (April 4 2013)

    About 2 - 3 weeks after I did that I started getting phone calls from them telling me that they did not recieve my damaged phone. I finally called back and did the automated thing asking me to enter the day, month, and year that I sent my phone back. I did this 4 TIMES within the next month.

     

    I was also contacted by Asuion by mail telling me that I did not send back my phone and to call this number to speak to someone about it.

     

    I called the number and it was the same automated BS that I dealt with before.

     

    EACH TIME I did the automated thing, the automated person said that '...if you do not hear from a representative within 72 hours, that means that this is resolved'' (or something along those lines.

     

    NO ONE EVER CONTACTED ME PERSONALLY! Not by email, cell, or mail.

     

    I noticed this weekend (May 25) that my bank account was charged $300. (Granted, I already paid the $165 deductible, so actually they charged me $465 for an iPhone 4)

     

    I immediately called my bank and we are in the process of getting my money back.

  • hmacinz Level 1 Level 1 (0 points)

    Yeah I am currently in the throws of the Asurion insanity.... My iPhone 4S was having trouble with the docking port and then wouldn't charge on anything. Well I called Verizon and they sent me out a replacement phone. Unfortunately while getting ready to send my phone back I realized that the LCI indicator in my phone was tripped. I don't know how this happened, but it had so thats why I pay insurance right? So send the replacement back to Verizon and start the process with Asurion.....$170.00 later.....(and an easy filing a claim process, more or less.).... Got a refurbished phone missing the docking conector LCI indicator. That would make it already void of any warrenty so I naturally didn't want to keep it. Call Asurion they said send it back and they would send me a new one. Well the 2nd one they sent was missing the LCI in the docking connector AND the LCI in the headphone jack was already tripped. Sent back and got sent a NEW one. That was connected to someones else's account!!! So had to send that one back and they are sending me a FOURTH PHONE today. It should be new and hopefully connected to my account, but at this point who knows!!!! For the monthly cost and the deductible you would think you'd get better service. On top of that they were like I'm sorry this was inconvient for you but we cant do anything for you besides send new phones and have you return old ones (I wanted my deductibe refunded for their terrible service). Anyway in my mind you end up pay more by paying the montly Asurion fee and the deductiblethan than you would to Verizon ($300) if you just got a replacement and sent them your broken old one. So Asurion is TERRIBLE COMPANY, and NOT WORTH THE COST.

  • verve92 Level 1 Level 1 (0 points)

    I just lost my phone went ONLINE at 7pm on Thursday the 12th. Had a tracking number at 1am. I had my new phone by 4pm that same Friday. 

    AMAZING!!! I spoke to nobody, just filled out the form online. My pone was brand new in box NOT a refurb.

    More amazing still, I live in NJ and it was sent from TN!! Thirteen hours!

    I have heard the horror stories and all that. I think there is a risk for the insurance. How easy would it be to sell a phone and say it was stolen? Even a few times. The people with multiple claims are the ones with issues I bet. If I lost this one I would likely get a refurb or the would tell me no alltogether.

  • Meg St._Clair Level 8 Level 8 (45,520 points)

    verve92 wrote:

     

    I just lost my phone went ONLINE at 7pm on Thursday the 12th. Had a tracking number at 1am. I had my new phone by 4pm that same Friday. 

    AMAZING!!! I spoke to nobody, just filled out the form online. My pone was brand new in box NOT a refurb.

    More amazing still, I live in NJ and it was sent from TN!! Thirteen hours!

    I have heard the horror stories and all that. I think there is a risk for the insurance. How easy would it be to sell a phone and say it was stolen? Even a few times. The people with multiple claims are the ones with issues I bet. If I lost this one I would likely get a refurb or the would tell me no alltogether.

    My experience with Asurion (I dropped my phone in a parking lot and stupidly didn't notice until it had gotten run over) matches yours. I don't know if the phone was new or a refurb but it certainly looked and acted like new, was delivered promptly and all done from the website.

     

    Best of luck.

  • alloherman Level 1 Level 1 (0 points)

    Wish I found this website before purchasing insurance from Verizon.  Most of the screw up is on Verizon's part.  I bought Iphone 5 6/6/2013 along with Verizon's insurance. 

     

    1.) Verizon did not tell me they use an outside firm (Asurion).  My phone was stolen via pick pocket in a Costco store located in Columbia MD.  I submitted clain to Asurion online which was denied via a message that the phone was previously damaged. 

     

    2.) I called Asurion and after a 2 hour call with a rep who kept running back to a supervisor.  After 1/2 hour they came back and said Verizon had not registered my phone with them. 

     

    3.) I contacted Verizon support and was told the insurace was calcelled in July 21, 2013.  I asked why they had cancelled it.  After about 20 minutes with up&downs between rep & her supervisor they said it was cancelled via their customer online system.  I informed them that I did not cancel it nor was I ever notified about its cancellation.  After another 45 minutes of prying for answers they said Verizon doesn't notify customers of any account changes unless you check a certain box in your online account.  This really frosted my mind, as if it was truly cancelled via their online system they must have software glitches in their web pages.  They then said they couldn't re-instate the insureance even if I paid the missing months payments as it would be fraud.  When questioned about selling me a service and cancelling it via their Web programs, that sure seems like fraud - selling you a service and then not having controls and safeguards to protect you> Their answer to me was I shoould have checked my bill every month to insure that every feature and service was still there.

     

    After looking at what Aurion does with claims, it seems like a big scam with multiple wireless companies and an insurance company that is questionable as to why they are the sole supplier.  After doing more searches, it appears that Asurion has a 1 out of 5 stars all of the review type sites I found.

     

    At least I found this site and have added to my favorites for any/all issues I may have with my replacement phone.  Oh yeah, it will cost me $650 to $800 for the Faux Pas of Verizon and Asurion.  Wish I could charge them with the grand theft.

  • rick268 Level 1 Level 1 (0 points)

    You have 1 single post and it's to praise Asurion and how great they are... AND you writing style is strikingly similar to Asurion's tech support in India. 800-584-3666

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