ComplaintsforAsurion

• Initial Complaint

  11/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  One of the phones on my ******* account was damaged. ******* had me submit a claim to Asurion. After receiving the replacement phone, I used Asurions pre-paid, pre-addressed envelope to mail the damaged phone to them on October 9. I took a photo of the receipt I received from the ****. Today, I received a letter from Asurion they had not received the damaged phone and that I would be charged $300. I called Asurion and gave them the **** tracking number. They said it didnt matter that I dropped it off at **** and that I was still responsible for the damaged phone until they received it.

  Customer response

  11/15/2024

  The company agreed to waive the fee for the lost shipment. Please close the complaint.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on September 9 my phone was stolen from HM in ********** ********** I called to replace the phone and submitted all my information many many times at Least 11 or ******************************************************************************* and everything and affidavit I was on the phone every day for four days until finally I got so upset that someone carried it a step further to find out what was going on and she was able to resolve the issue but the company did not help me in anyway except for that one person they kept saying submitted again for review and blah blah blah I contacted ******* they did nothing they only have the insurance which is bad because they have no follow up for you so sell the insurance with no help so they are at fault also

  

  Business response

  10/10/2024

  October 10, 2024
  
  ****** ******
  **** ******* ***
  Hayward, CA 94544
  
  Re: Case # ********
  
  Dear ****** ******,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (“BBB”), we submit the below in response.
  
  The case you filed with the BBB states:
  
  “On September 9 my phone was stolen from HM in Union City California I called to replace the phone and submitted all my information many many times at Least 11 or 12 times plus and refused to do it anymore because they kept rejecting my my ID and everything and affidavit I was on the phone every day for four days until finally I got so upset that someone carried it a step further to find out what was going on and she was able to resolve the issue but the company did not help me in anyway except for that one person they kept saying submitted again for review and blah blah blah I contacted Verizon they did nothing they only have the insurance which is bad because they have no follow up for you so sell the insurance with no help so they are at fault also.”
  
  The desired resolution listed in your case states the following:
  
  “Billing adjustment; Refund.”
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim of, where possible, amicably resolving your matter.  According to our records, you recently filed a claim for your Apple iPhone 15 Pro Max (256GB) (the “Claimed Device”) under your Verizon Mobile Protect Multi-Device “VMP MD” program. “VMP MD” is an optional device protection program that is available to Verizon Wireless customers and provides coverage for eligible devices that are lost, stolen, damaged, or experience post-warranty malfunctions.
  
  You filed a claim for your stolen Claimed Device for the wireless number ending in ****.  Unfortunately, the resolution of your claim was delayed due to an issue with the claim documentation provided during the claim process.
  
  According to our records, the matter was resolved when a replacement device was shipped and delivered to you on September 12, 2024.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it. We understand that your time is important, and again apologize for any inconvenience this delay caused you. 
  
  If you have any further questions or concerns, you may contact me by email. I am available Monday through Friday between 9:00 a.m. and 4:00 p.m. CST.
  
  
  Regards,
  
  Victoria W****, Regulatory Complaints
  Email **************************
  
  

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 5th I bought a new phone ******* Galaxy S24 Ultra from **** after a week the phone was acting up I was unable to receive or make calls where I was living it was difficult to get it repaired. Fast forward I'm now in the city you sent my original phone to the manufacturer to be fixed but no one can tell me what happened to my original phone I'm using a replacement phone but I was told you received my phone and I will be receiving a refund well.

  

  Business response

  10/04/2024

  October 4, 2024
  
  ***** ****
  *** ** ***** ***, **** **
  New York, NY 10033
  
  Re: Case # ********
  
  Dear ***** ****,
  
  In connection with the above-referenced case filed with the Better Business Bureau (“BBB”), we submit the below in response. 
  
  The case you filed with the BBB on September 11, 2024, states:
  
  “On June 5th I bought a new phone ******* Galaxy S24 Ultra from **** after a week the phone was acting up I was unable to receive or make calls where I was living it was difficult to get it repaired. Fast forward I'm now in the city you sent my original phone to the manufacturer to be fixed but no one can tell me what happened to my original phone I'm using a replacement phone but I was told you received my phone and I will be receiving a refund well.”
  
  The desired resolution listed in your case states the following:
  
  “Refund.”
  
  Response:
  
  Asurion Protection Services, LLC ("Asurion") is the licensed insurance agent and claims administrator for the **** Protect Advantage for 1 (“PA1”) program, an optional device protection program available to ****’s postpaid customers.   PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged, or experiences an out-of-warranty malfunction.  PA1 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including cracked screen claims) and out-of-warranty malfunctions.  Customers can file a claim by calling Asurion’s toll-free number at 1-888-562-8662 or online at www.phoneclaim.com/att.  Our records indicate that on June 30, 2024, you enrolled the wireless number ending in **** in PA1.  On September 16, 2024, you terminated the PA1 coverage.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Based on that review, Asurion determined that on July 23, 2024, you contacted Asurion to report malfunctioning issues with a ******* Galaxy S24 Ultra 5G (256GB) that you’d recently purchased.  As the Claimed Device was still under the manufacturer’s warranty, after confirming no damage to the Claimed Device, the Asurion representative referred you to contact ****’s warranty department for assistance under the manufacturer’s warranty, which you agreed to do.  Our records indicate that on July 26, 2024, a warranty replacement was processed through ****’s warranty department.
  
  On September 10, 2024, you contacted Asurion to file a claim for the Claimed Device, reporting that it was lost when you sent it to the warranty department by mail. During the conversation, the Asurion representative offered to file a replacement claim for the lost Claimed Device.  However, you informed the Asurion representative that you did not want a replacement phone, as you already had one, and wanted to know the status of the return of the device you sent to the warranty department.  As the matter concerned a replacement device that was returned to ****’s warranty department, not Asurion, the Asurion representative transferred you to **** warranty for further assistance.
  
  Please note that, as outlined above, no claims have been completed with Asurion.  As a result, no replacements or charges have been assessed under the PA1 coverage.  As your concerns involve the warranty replacement completed with ****’s warranty department on July 26, 2024, we kindly ask that you contact them directly for assistance regarding this matter.
  
  Regards,
  
  Victoria *****, Regulatory Complaints
  Email **************************
  
  
  
  
  
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Asurion ***** phone insurance) sent me to a local phone repair shop for a cracked screen covered under warranty. The repair shop repaired the screen but in the process damaged the charging port and therefore useless. Repair shop owned up to their mistake and asked me to contact Asurion for replacement phone. Before Asurion would send a replacement phone, I had to pay $297. Replacement phone received, original phone retuned. Asurion agreed to refund me but I had to wait 2 billing cycles. After 2 billing cycles past, I had not received refund, I contacted Asurion and they said they denied my claim without letting me know. I did not break my phone the repair shop did. However Asurion refuses to accept this and refuses to refund. Claim ID: ************

  Customer response

  09/12/2024

  Update: 

  Asurion reopened my claim. Received a call my customer service specialist stating my claim had been reprocessed and approved on 9/6/24. Refund to show on next billing cycle. Thank you for your assistance. Not sure if this would have been the result if it was not for your involvement.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a customer with *** and have asurion insurance for all of my devices I I'm a firefighter and was responding to a structure fire and didn't realize my phone was in my gear and it dropped out inside of the structure fire filed a lost/unrecoverable claim with asurion and was denied multiple times saying I was abusing the program and not using the insurance for its intended purpose and my claims continue to get denied not only for this device but for literally any and every claim I've filed for any of my multiple devices I pay monthly to have insured by this crooked company

  Customer response

  07/31/2024

  Carrier **** ************ claim ID 

  Customer response

  07/31/2024

  Number ********** it's actually multiple claims for different devices claim ************** number associated ********** claim ID ************ number associated ********** claim ID 306297194923 number associated ********** claim ID 

  ************

  Number associated **********

  

  Business response

  08/27/2024

  August 27, 2024
  
  **** ******
  **** ********* *** ***
  Rock Hill, SC 29732
  
  Re: Case # ********
  
  Dear **** ******,
  
  In regards to the above-referenced case that you filed with the Better Business Bureau (“BBB”), we submit the below in response.
  
  The case you filed with the BBB on July 30, 2024, states:
  
  “I'm a customer with *** and have asurion insurance for all of my devices I I'm a firefighter and was responding to a structure fire and didn't realize my phone was in my gear and it dropped out inside of the structure fire filed a lost/unrecoverable claim with asurion and was denied multiple times saying I was abusing the program and not using the insurance for its intended purpose and my claims continue to get denied not only for this device but for literally any and every claim I've filed for any of my multiple devices I pay monthly to have insured by this crooked company.”
  
  The desired resolution listed in your case states the following:
  
  “Replacement; Delivery.”
  
  Response:
  
  Asurion Protection Services, LLC (“Asurion”) is the licensed insurance agent and claims administrator for the **** Protect Advantage for 1 (“PA1”) and the **** Protect Advantage for 4 (“PA4”) programs, which are optional device protection programs available to ****’s post-paid customers.  PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged, or experiences an out-of-warranty malfunction.  PA4 provides coverage for up to four (4) eligible devices, including non-connected tablets, in the event they are lost, stolen, damaged, or experience an out-of-warranty malfunction.   PA1 and PA4 also include Protech technical support.  Customers can file a claim by calling Asurion’s toll-free number at 1-888-562-8662, or by going online at www.phoneclaim.com/att.
  
  The enrollment history for the **** wireless account reflects the following:
  
  PA1 for the wireless number ending in **** from May 10, 2024 through present.  Following the enrollment in PA1 for the wireless number ending in ****, on May 13, 2024, you were sent a Welcome Letter, which provided access to the PA1 Terms and Conditions, the Coverage Certificate, and the Protect Service Contract. 
  
  PA1 for the wireless number ending in **** from June 22, 2024 through present.  Following the enrollment in PA1 for the wireless number ending in ****, on June 24, 2024, you were sent a Welcome Letter, which provided access to the PA1 Terms and Conditions, the Coverage Certificate, and the Protect Service Contract. 
  
  PA4 for the wireless account from June 22, 2024 through present.  Following the enrollment in the PA4 program, on June 24, 2024, you were sent a Welcome Letter, which provided access to the PA4 Terms and Conditions, the Coverage Certificate, and the Protect Service Contract. 
  
  PA1 for the wireless number ending in **** from July 12, 2024 through present.  Following the enrollment in PA1 for the wireless number ending in ****, on July 15, 2024, you were sent a Welcome Letter, which provided access to the PA1 Terms and Conditions, the Coverage Certificate, and the Protect Service Contract. 
  
  The Terms and Conditions, the Coverage Certificate, and Protect Service Contract fully outline the Terms and Conditions of coverage, including the monthly cost of the program, applicable deductibles, or service fees, how to file a claim, claim limits, and other pertinent disclosures.  Key program disclosures are provided to customers prior to enrollment, and customers may also review the Terms and Conditions, Coverage Certificate, and Protect Service Contract online at www.phoneclaim.com/*** prior to enrolling in the program or initiating a claim (or at any other time).
  
  The PA1 and PA4 Coverage Certificates state the following regarding the matter:
  
  VII. ELIGIBILITY AND CANCELLATION.
  
  C. To be and remain eligible for coverage:
  
  1. You must have activated communications service directly with your Service Provider and be a valid, active and current subscriber of your Service Provider to be covered under the policy. Connected Covered Property must be actively registered on the Service Provider’s network on the Date of Loss and have logged airtime prior to the Date of Loss.
  2. The Covered Property must be designated by us and eligible for coverage under this Certificate. Eligibility of Connected devices may be limited to new equipment that has not been previously activated for service.
  3. You must not have engaged in fraud or abuse with respect to this or a similar portable electronics equipment insurance program.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Asurion determined that between June 15, 2024 and August 25, 2024, you filed multiple claims across multiple wireless numbers (wireless numbers ending in ****, ****, ****, ****, ****, and ****) with varying perils (damaged, lost, stolen, or unrecoverable) for various devices (***** iPhone 14 (128GB), ***** iPhone 15 Plus (128GB), ***** iPhone 15 Pro Max (256GB), ***** iPad (64GB) (2021), or Samsung Galaxy A15 5G (128GB)), reporting different loss dates.
  
  Overall, the claims were reviewed and denied in accordance with the Eligibility and Cancellation section detailed above (VII.C.).  Please note that the specific reasons or details for the denial cannot be provided to any customer since it could provide information on obtaining unwarranted claim approval.
  
  Based on the above, we believe the denials of your claims for the wireless numbers ending in ****, ****, ****, ****, **** and **** were appropriate.  We are happy to review any additional information you may have to support your claim, but at this time, we cannot approve your claim based on the information available to us.
  
  The policy guidelines Asurion adhered to regarding your concerns have been explained in this letter.  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  Matt ******, Regulatory Affairs                                                                                               
  ***********************
  

  Customer response

  08/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Customer response

  09/04/2024

  I've had to file multiple different claims and have gotten dates mixed up and have changed the reasoning for the claims multiple times attempting to get the claim approved because no matter how I word it or when I date it or anything else asurion continues to deny my claims stating I'm not using the insurance or the program for it's intended use when I am using it for it's intended use which is for the replacement of my damaged lost or stolen devices which asurion has failed to uphold any form of coverage for any of my devices 

  

  Business response

  10/10/2024

  October 10, 2024
  
  **** ******
  **** ********* *** ***
  Rock Hill, SC 29732
  
  Re: Case # ********
  
  Dear **** ******,
  
  I am writing in response to the rebuttal you filed with the Better Business Bureau (“BBB”) regarding Asurion’s response to the above-referenced matter.
  
  Your rebuttal filed with the BBB on October 4, 2024, states:
  
  “I've had to file multiple different claims and have gotten dates mixed up and have changed the reasoning for the claims multiple times attempting to get the claim approved because no matter how I word it or when I date it or anything else asurion continues to deny my claims stating I'm not using the insurance or the program for it's intended use when I am using it for it's intended use which is for the replacement of my damaged lost or stolen devices which asurion has failed to uphold any form of coverage for any of my devices.”
  
  Response:
  
  As stated in our previous response, we believe the denial of the claims for the wireless numbers ending in ****, ***** ***** ***** ***** and **** were appropriate.  We are happy to review any additional information you may have to support your claims, but at this time, we are unable to approve your claims based on the information available to us.
  
  Although we cannot meet your desired resolution, we consider this matter closed.
  
  Regards,
  
  M*** ******, Regulatory Affairs
  Email ***********************
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife filed a claim to replace her **** iPhone 14 Pro *** through Asurion. When she placed her claim she was told over the phone she would be receiving an iPhone 15 Pro *** as her replacement. She set up a time for an Asurion tech to come to the house and set up the new phone the next day between 5-7 pm. She put into the notes that shes a first responder and will be at work so she might not be able to answer the phone and she gave my contact information so I can set up the phone with the tech. The tech calls her and leaves a voicemail stating that he is unable to reach her and that he is cancelling the appointment. During this time, I was home, the gates were unlocked, and I spent more than half the time outside waiting for this man. I called Asurion to get another tech out here with a new phone and they told me they are only able to send a phone through mail and they only have iPhone 14 Pro ***s in stock.

  

  Business response

  07/10/2024

  July 10, 2024
  
  ***********************
  **********************
  
  Re: Case # ********
  
  Dear ***********************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on June 12,2024, states:
  
  My wife filed a claim to replace her **** iPhone 14 Pro *** through Asurion.  When she placed her claim she was told over the phone she would be receiving an iPhone 15 Pro *** as her replacement.  She set up a time for an Asurion tech to come to the house and set up the new phone the next day between 5-7 pm.  She put into the notes that shes a first responder and will be at work so she might not be able to answer the phone and she gave my contact information so I can set up the phone with the tech.  The tech calls her and leaves a voicemail stating that he is unable to reach her and that he is cancelling the appointment.  During this time, I was home, the gates were unlocked, and I spent more than half the time outside waiting for this man.  I called Asurion to get another tech out here with a new phone and they told me they are only able to send a phone through mail and they only have iPhone 14 Pro ***s in stock.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  Asurion Protection Services, LLC (APS) is the licensed insurance agent and claims administrator for the **** Protect Advantage for 1 (PA1)plan, which is an optional plan available to ****s postpaid customers.  Under the terms of the PA1 program, **** customers can protect one (1) eligible device in the event of loss, theft,damage, or mechanical or electrical failure after the manufacturers warranty has expired.  Our records indicate that on October 22, 2019, the primary account holder, ***************************** (the Insured), enrolled the wireless number ending in **** in PA1, and it remains enrolled.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim of remediating the matter, where possible.  On June 10, 2024, the Insured filed a claim for a damaged ***** iPhone 14 Pro *** 256GB (Claimed Device) for the wireless number ending in ****, reporting backglass damage.  During the claim process, the Insured opted for the same-day delivery fulfillment option, accepted the terms of the claim,and authorized the $250 replacement deductible billed to the wireless account.  However, the ***** iPhone 15 Pro *** 256GB (Replacement Device) was not delivered on the same day as requested.
  
  Asurion acknowledges that the delivery of  your replacement device was delayed.  The delivery technician attempted to contact the Insured prior to delivery but was unable to reach them, which resulted in a rescheduled delivery appointment.  Asurion sincerely apologizes for any inconvenience you may have experienced.  Asurion determined that on June 12, 2024, the Replacement Device was delivered to the address you provided, fulfilling Asurions claim obligation.
  
  We sincerely apologize for your frustration and the inconvenience caused. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im a customer of **** for 11 years and I lost one of my phones ********** so I file a insurance clame and the insurance send me a new phone and suspend the phone line, when the new phone came from the insurance we found the lost phone so I call the insurance and **** and they told me to send the one I just get back and when they get the phone back I will get my phone line on again , so after 3 days I call and they turn my phone on and after a week that the phone bn on shut off the cervices so I call back and they reconect the cervices and after that the cervice shut off every day and we keep calling and they dont take care of it my girlfriend bn with out phone for a month and a half my phone number is ************ my name is ***************************** if you can give me a call will. Grate

  

  Business response

  04/16/2024

  AT&T has confirmed that the matter involves Asurion Insurance Services. Transferring complaint to be addressed by Asurion.

  

  Business response

  05/21/2024

  May 21, 2024
  
  *****************************
  **************************************************************************************************
  
  Re: Case # ********
  
  Dear *****************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 16,2024, states:
  
  Im a customer of AT&T for 11 years and I lost one of my phones ********** so I file a insurance clame and the insurance send me a new phone and suspend the phone line, when the new phone came from the insurance we found the lost phone so I call the insurance and AT&T and they told me to send the one I just get back and when they get the phone back I will get my phone line on again , so after 3 days I call and they turn my phone on and after a week that the phone bn on shut off the cervices so I call back and they reconect the cervices and after that the cervice shut off every day and we keep calling and they dont take care of it my girlfriend bn with out phone for a month and a half my phone number is ************ my name is ***************************** if you can give me a call will.  Grate
  
  The desired resolution listed in your case states the following:
  
  Repair.
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 4 (PA4) program, which is an optional device ********************** program available to AT&Ts customers.  PA4 provides coverage for up to four (4) eligible devices in the event they are lost, stolen, damaged, or experience an out-of-warranty malfunction.  PA4 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including screen claims) and out-of-warranty malfunctions.   PA4 also includes Protech technical support.  Customers can file a claim by calling Asurions toll-free number at ************** or by going online at www.phoneclaim.com/att.  Our records indicate that on December 5, 2022, you enrolled the wireless account in PA4,and it remains enrolled.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Our records reflect that on March 9, 2024, you completed an online claim for a lost Apple iPhone 15 Plus 128GB (Claimed Device) for the wireless number ending in 1284.  During the claim process, you accepted the terms of the claim and authorized the $275 replacement deductible billed to your wireless account.  Following the completion of the claim, the Claimed Device was systematically blocklisted by AT&T to prevent unauthorized use.  On March 12, 2024, the replacement Apple iPhone 15 Plus 128GB (Replacement Device) was delivered to the address you provided.
  
  On March 20, 2024, you contacted Asurion to report that you had found the lost Claimed Device and requested to return the Replacement Device for a refund of the $275 replacement deductible.  During the conversation, the Asurion representative informed you that once the Replacement Device was returned, the refund for the $275 replacement deductible would be processed.  Please note that this was the last correspondence Asurion had with you prior to the receipt of this matter.
  
  Following the receipt of this matter, Asurion determined that you spoke to AT&T several times regarding the Claimed Device, which was still showing as blocklisted.  In addition, on April 30, 2024, you contacted Asurion regarding the refund of the $275 replacement deductible.  However,the call was dropped.  As a result, and as indicated in your case with the BBB, both matters went unresolved.
  
  Our records indicate that on May 2, 2024, you again spoke with AT&T, who, because the Claimed Device could not be removed from the blocklist, assisted you in terminating the wireless number ending in 1284, per your request.   In addition, Asurion determined that on April 4, 2024, a credit for the $275 replacement deductible was applied to your wireless account. Lastly, if you still require assistance with unblocklisting the Claimed Device, we kindly ask that you please contact AT&T directly.We sincerely apologize for your frustration and the inconvenience caused.  We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm trying to file a claim for my cracked screen on my ******* phone, and asurion's website keeps telling me I have the wrong PIN which I know is the right thing, and then they lock the page and lock me out. They will not let me file my claim. They even give you an option to receive a temporary code and when you click it they say they sent it and it never comes and then it says you've tried so many times and locks you out. What a scam! I've been a ******* customer for over 3 years and I will be switching service ASAP

  

  Business response

  05/22/2024

  May 22, 2024
  
  *******************
  12870 ******* Dr
  Ossineke,MI 49766
  
  Re: Case # ********
  
  Dear *******************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 15,2024, states:
  
  I'm trying to file a claim for my cracked screen on my ******* phone, and asurion's website keeps telling me I have the wrong PIN which I know is the right thing, and then they lock the page and lock me out. They will not let me file my claim. They even give you an option to receive a temporary code and when you click it they say they sent it and it never comes and then it says you've tried so many times and locks you out. What a scam! I've been a ******* customer for over 3 years and I will be switching service ASAP
  
  The desired resolution listed in your case states the following:
  
  Repair.
  
  Response:
  
  At this time, we are still looking into the resolution, and an Asurion representative will be in contact with you within ***** business hours.  Please accept our sincerest apology for any inconvenience this may have caused as we work through a resolution to bring the matter to a satisfactory conclusion.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  04/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ive been with ******* mobile services since over a year i had brought my own unlocked device which was an ***** iPhone 11. I added insurance coverage on my iPhone who ******* offers when you are a customer for lost stolen/ damage and repairs. *** had an incident in December of **************************************************************************** *** made a police report and police officers had witnessed the incident. After reporting and filing a claim with assurion my claim was approved for replacing my iPhone after I pay a deductible of $100 which I did. I got a confirmation email to track my replacement phone with ***** carrier telling me I should receive my phone within 1 day. After tracking the phone it showed that it has shipped out from the merchant. The following day has come to pass and did not get the phone yet, when I went to track the status of the shipping again it had shown me that it has been requested and shipped back to sender, when tried to contact Asurion customer support. They had no idea what was going on with my shipment and advised me to call back within a few hours to see if the system updates. I then called back but 5 to 6 hours and spoke to a customer support agent who told me that my replacement phone my package was sent back to them and she did not know why so she transferred me to a adjuster told me that they had stopped the processing of my shipment from my replacement to have a ship back to them and will not give me no other information I was stuck in limbo . The adjuster told me she cannot disclose the information of why they had requested the replacement phone back to them I said why not I am the customer. Why can I know what is going on? She would not give me no kind of information. after ************************************************ but thats not what I was concerned about. I want to know why wasnt my phone replaced after submitting a police report and describing the incident, no, I lost my phone number from *******

  

  Business response

  05/21/2024

  May 21, 2024
  
  *******************
  E-mail: *****************
  
  Re: Case # ********
  
  Dear *******************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 13,2024, states:
  
  Ive been with ******* mobile services since over a year i had brought my own unlocked device which was an ***** iPhone 11. I added insurance coverage on my iPhone who ******* offers when you are a customer for lost stolen/ damage and repairs.*** had an incident in December of **************************************************************************** *** made a police report and police officers had witnessed the incident. After reporting and filing a claim with assurion my claim was approved for replacing my iPhone after I pay a deductible of $100 which I did. I got a confirmation email to track my replacement phone with ***** carrier telling me I should receive my phone within 1 day. After tracking the phone it showed that it has shipped out from the merchant. The following day has come to pass and did not get the phone yet, when I went to track the status of the shipping again it had shown me that it has been requested and shipped back to sender, when tried to contact Asurion customer support. They had no idea what was going on with my shipment and advised me to call back within a few hours to see if the system updates. I then called back but 5 to 6 hours and spoke to a customer support agent who told me that my replacement phone my package was sent back to them and she did not know why so she transferred me to a adjuster told me that they had stopped the processing of my shipment from my replacement to have a ship back to them and will not give me no other information I was stuck in limbo . The adjuster told me she cannot disclose the information of why they had requested the replacement phone back to them I said why not I am the customer. Why can I know what is going on? She would not give me no kind of information. after ************************************************ but thats not what I was concerned about. I want to know why wasnt my phone replaced after submitting a police report and describing the incident,no, I lost my phone number from *******.
  
  The desired resolution listed in your case states the following:
  
  Replacement;Correction to a credit report; I want my iPhone replaced as noted in my coverage with my original phone number and adjust my billing amount of ******* over charging me $900.
  
  Response:
  
  Asurion Insurance Services (Asurion)is the program administrator for the ******** Phone Protection program (***),an optional device ********************** program available to ******* ******** customers.  *** provides coverage for eligible devices that are lost, stolen, or damaged.  Customers enrolled in *** can file a claim by calling AIS toll-free number or going online at www.phoneclaim.com/verizon.
  
  Our records reflect that on December 1, 2023, you enrolled the wireless number ending in **** in the *** program.  Following the enrollment in ***, on December 11, 2023, Asurion sent a Welcome Kit. The Welcome Kit included the *** Terms and Conditions, including the ******** Communications Equipment Coverage Insurance Policy (Insurance Policy).  In addition, program brochures detailing the *** Terms and Conditions, including the Insurance Policy, are available at ******* retail locations at the time the customer decides to enroll in ***.  These materials can also be obtained at any time at the customers convenience online at www.phoneclaim.com/verizon or *************** or by calling AIS toll-free number.  Our records indicate that on January 17, 2024, the *** coverage was terminated.
  
  The section of the Insurance Policy relevant to the matter is set forth below:
  
  G.ADDITIONAL CONDITIONS
  4. Eligibility
  a.To be eligible for coverage you must 1.  be a valid, active and current subscriber of the ******** Service Provider or an approved user of a ********************** number on a valid, active and current account with the ******** Service Provider for which the account holder has authorized coverage; 2.  not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program; and 3. not be in breach of any material term of the policy, including but not limited to failure to return damaged Covered Property when requested in conjunction with a loss.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Based on that review, Asurion determined that on December 4, 2023, you initiated a claim for a stolen ***** iPhone 11 (128GB) (Claimed Device) for the wireless number ending in ****, and the claim was subsequently denied. 
  
  On December 16, 2023, you completed a claim for a damaged Claimed Device for the wireless number ending in ****.  The order was submitted, and an ***** iPhone 11 (128GB) (Replacement Device) was scheduled to be delivered to you.  However, following a subsequent review of the claim, the shipment of your Replacement Device was canceled, returned to Asurion, and the $99 replacement deductible charge was subsequently refunded.
  
  A review of your claims and account history determined that the claims were denied in accordance with Additional Conditions 4.a. (as listed above).  We investigated your account activity and found related unusual and/or suspicious account activity.  Please note that the specific reasons or details for a denial under Additional Conditions 4.a.cannot be provided to any customer, as this would compromise the integrity of our insurance programs systems and controls.
  
  Based on the above, we believe the denials of your claims for the wireless number ending in **** were appropriate.  We are happy to review any additional information you may have to support your claim,but at this time, we cannot approve your claim based on the information available to us.
  
  The policy guidelines Asurion follows have been explained in this letter, and therefore, we consider this matter closed.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ************************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am absolutely livid with the service I've received from **** Asurion! On April 2nd, I went to the *** store in ************ MO to report that my Galaxy Z Fold3 5G is incapable of receiving incoming calls. The rep had the audacity to tell me that I'm covered by Asurion insurance and eligible for a replacement device, only to slap me with a $130 deductible that conveniently ends up on my next bill. They sent me a tracking number claiming my replacement phone would arrive the next day, but guess what? It never did! Not once, not twice, but FIVE TIMES it was returned to sender!I contacted Asurion, restarted the process, received another tracking number, and guess what? Same **** story, returned to sender! I even tried having it shipped to my workplace as suggested by another agent, but that also ended up in the return pile. And what do I get? A freaking email from *** thanking me for returning devices I NEVER received!Now, they have the gall to tell me my claims have been denied! How?! Why?! Nobody at **** seems capable of giving me a straight answer. I've been with **** for 13 years, never filed a claim, and now when I need it, I'm denied? It's beyond comprehension!My phone is essential for my job as a police officer, yet the store refuses to fix it. And the cherry on top? They have the nerve to imply I'm committing fraud! I've faithfully paid $8.99 every month for this so-called insurance, and now I'm being treated like a criminal!I demand answers! I demand accountability! I demand my money back for all those years of paying into a system that has utterly failed me when I needed it most. I'll be seeking arbitration, and believe me, I won't rest until the world knows about this outrageous treatment!I can't even do my job properly because of this incompetence! My own mother can't even reach me for help! This is an absolute disgrace, and I refuse to be taken advantage of any longer! How was it that I was approved and now all claims are denied

  

  Business response

  05/22/2024

  May 22, 2024
  
  *********************
  **************************************************************************************
  
  Re: Case # ********
  
  Dear *********************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 12,2024, states:
  
  I am absolutely livid with the service Ive received from AT&T Asurion!  On April 2nd, I went to the *** store in ************ MO to report that my Galaxy Z Fold3 5G is incapable of receiving incoming calls.  The rep had the audacity to tell me that Im covered by Asurion insurance and eligible for a replacement device, only to slap me with a $130 deductible that conveniently ends up on my next bill.  They sent me a tracking number claiming my replacement phone would arrive the next day, but guess what?  It never did!  Not once, not twice, but FIVE TIMES it was returned to sender!  I contacted Asurion,restarted the process, received another tracking number, and guess what?  Same **** story, returned to sender!  I even tried having it shipped to my workplace as suggested by another agent, but that also ended up in the return pile.  And what do I get?  A freaking email from *** thanking me for returning devices I NEVER received!  Now,they have the gall to tell me my claims have been denied!  How?!  Why?!  Nobody at AT&T seems capable of giving me a straight answer.  Ive been with AT&T for 13 years, never filed a claim, and now when I need it, ** denied? Its beyond comprehension!  My phone is essential for my job as a police officer, yet the store refuses to fix it.  And the cherry on top?  They have the nerve to imply Im committing fraud!  Ive faithfully paid $8.99 every month for this so-called insurance, and now Im being treated like a criminal!  I demand answers!  I demand accountability!  I demand my money back for all those years of paying into a system that has utterly failed me when I needed it most.  Ill be seeking arbitration, and believe me, I wont rest until the world knows about this outrageous treatment!  I cant even do my job properly because of this incompetence!  My own mother cant even reach me for help!  This is an absolute disgrace, and I refuse to be taken advantage of any longer!  How was it that I was approved and now all claims are denied
  
  The desired resolution listed in your case states the following:
  
  Store Credit.
  
  Response:
  
  
  Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the AT&T Mobile Insurance (MI) plan, which is an optional device ********************** program available to AT&Ts customers that provides coverage for an eligible wireless device in the event it is lost, stolen, damaged or experiences a post-warranty malfunction.  Customers can file a claim by calling Asurions toll-free number at ************** or by going online at www.phoneclaim.com/att.  Our records indicate that on August 29, 2015, you enrolled the wireless number ending in 4010 in **.  On April 12, 2024, you terminated the MI coverage.
  
  Our records reflect that on April 2,2024, you filed an online claim for a malfunctioning ******* Galaxy Z Fold3 5G (256GB)(Claimed Device) for the wireless number ending in 4010.  During the claim process, you accepted the terms of the claim and authorized the $149 deductible billed to your wireless account.  The order was submitted, and a ******* Galaxy Z Fold3 5G (256GB) (Replacement Device) was scheduled to be delivered to you.  However, following a subsequent review of your claim, Asurion canceled the shipment of the Replacement Device,including the cancelation of the $149 replacement deductible charge, and the replacement package was returned to Asurion. On April 8, 2024, you contacted Asurion to report that you had not received the Replacement Device.  To resolve the matter, an Asurion representative assisted you in filing a reshipment request for the Replacement Device.  However, the reshipment request and subsequent reshipment requests were also denied.
  
  Following receipt of this matter, Asurion conducted a full review of the relevant account and claim history.  Based on that review, we believe that the claim denial and subsequent reshipment requests referenced above were appropriate based on the information available at the time of your claim.  However, based on a subsequent review of the facts available, your request for a claim is approved.  To resolve the matter, on May 21, 2024, an Asurion representative contacted you and offered to assist in refiling your claim.  During the conversation, you informed the Asurion representative that a claim was no longer as you had purchased a replacement outside of the insurance program.  Therefore, we consider this matter to be closed.
  
  We sincerely apologize for your frustration and the inconvenience caused.  We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience.  Your experience is not representative of the quality and/or reliability of the service Asurion strives to provide, and your feedback will be utilized to identify opportunities for process improvement. 
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

  Customer response

  05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

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