ComplaintsforAsurion

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid Consumer Cellular an extra $10 for phone protection and replacement, yet when I tried to file a claim with Asurion I was told I did not have an account and that I did not have a policy. Once I straightened that all out they then wanted charge me a $49.99 deductible. I paid it and have the screenshot of my receipt. They again told me I did not pay. This is out and out bait and switch and possible fraud.

  Customer response

  04/12/2024

  Carrier is Consumer Cellular and the number is ************

  

  Business response

  05/15/2024

  May 15, 2024
  
  ***********************
  ************************************************************************************
  
  Complaint ID # ********
  
  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 paid Consumer Cellular an extra $10 for phone protection and replacement, yet when I tried to file a claim with Asurion I was told I did not have an account and that I did not have a policy. Once I straightened that all out they then wanted charge me a $49.99 deductible. I paid it and have the screenshot of my receipt. They again told me I did not pay. This is out and out bait and switch and possible fraud.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  We regret the inconvenience and frustration this may have caused.  Upon receiving your complaint, I attempted to research your concerns; however, I could not locate a Consumer Cellular account or claims with the information provided in your complaint.  To assist, I will need to obtain more information from you to investigate your concerns.  If further assistance is required, please respond to me using the e-mail address below with an Asurion claim number, account number associated with the charge, ********************** device number, or alternative email address so that we may further research this matter. 
  
  Regards,
  
  *********************, Regulatory Affairs                                                                                               
  ******************************************
  

  Customer response

  06/02/2024

  The merchant rectified the issue and I am very pleased. They were very quick to solve the issue I had and they were extremely helpful and courteous! Please close as completely satisfied.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They tried charging my Credit Card for $229. I've never heard of this company before yesterday. I called my bank and filed a claim of fraud, the bank is issuing a new card and reversing charges.I would like to know how they got my account info and why they charged me.

  

  Business response

  05/07/2024

  May 7, 2024
  
  ********************
  **********************************
  ******************
  
  Complaint ID # ********
  
  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 March 11,2024, states:
  
  Your complaint states:
  
  They tried charging my Credit Card for $229. I've never heard of this company before yesterday. I called my bank and filed a claim of fraud, the bank is issuing a new card and reversing charges. I would like to know how they got my account info and why they charged me.
  
  The desired resolution listed in your case states the following:
  
  Explanation of Charges.
  
  Response:
  
  We regret the inconvenience and frustration this may have caused.  Upon receiving your complaint, I attempted to research your concerns; however, I could not locate any accounts or claims with the information provided in your complaint. To assist, I will need to obtain more information from you to investigate your concerns.  If further assistance is required, please respond to me using the e-mail address below with an Asurion claim number, account number associated with the charge, ********************** device number, or alternative email address so that we may further research this matter. 
  
  Regards,
  
  *********************, Regulatory Affairs                                                                                               
  ******************************************
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ******* Z **** 5 cellular device for approximately $2100 and ******* will not honor their 1 year Manufacturers warranty on their defective device. They claim I damaged the device however, I was fortunate to have insurance through Asurion via ***** Why should I be held to paying for a device that the manufacturer will not honor and fear the possibility of a replacement device failing as well.I spoke with a representative of **** on approximately March 27th and I was told that someone from the Customer *************** would reach out to me about my concern and I have yet to hear from anyone.I would greatly appreciate if the BBB would assist with resolution to my complaint.

  

  Business response

  04/10/2024

  The AT&T Office of the President spoke with the consumer on 4/10 regarding a notice received from the Better Business Bureau. The specialist offered to have Asurion contact the customer and the consumer declined. The consumer stated they were not satisfied.

  The above-mentioned complaint was found to raise issues with protection services provided by Asurion. Although AT&T bills on behalf of Asurion, we are not the protection carrier. If you have any questions regarding the protection program, contact Asurion at ************** or go online to www.phoneclaim.com/att.

   

  

  Business response

  04/10/2024

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

  

  Business response

  05/08/2024

  May 8, 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 10,2024, states:
  
  I purchased a ******* Z **** 5 cellular device for approximately $2100 and ******* will not honor their 1 year Manufacturers warranty on their defective device. They claim I damaged the device however, I was fortunate to have insurance through Asurion via AT&T.Why should I be held to paying for a device that the manufacturer will not honor and fear the possibility of a replacement device failing as well. I spoke with a representative of AT&T on approximately March 27th and I was told that someone from the Customer *************** would reach out to me about my concern and I have yet to hear from anyone. I would greatly appreciate if the BBB would assist with resolution to my complaint.
  
  The desired resolution listed in your case states the following:
  
  Exchange;Replacement; Billing adjustment
  
  Response:
  
  Asurion Protection Services, LLC (APS) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage For Business For 1 (PA1) plan, which is an optional plan available to AT&Ts postpaid customers. Under the terms of the PA1 program, AT&T 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 September 18,2020, the primary account holder, NQ and Associates, LLC, enrolled the wireless number ending in 0479 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 to, where possible, remediate the matter. Based on that review, Asurion determined that on April 19, 2024, you contacted Asurion to file a claim for a damaged ******* Z **** 5 5G 512GB for the wireless number ending in 0479. During the claim finalization process, you agreed to the claim terms and authorized the required $299 replacement deductible billed to your wireless account. On April 20, 2024, the replacement ******* Z **** 5 5G 512GB (Replacement Device) was delivered to the address you provided, fulfilling Asurions claim obligations.
  
  
  
  In addition, please note that prior to the receipt of this matter, Asurion had not been contacted, and no claims had been attempted. As indicated above, the PA1 provides coverage for devices in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturers warranty has expired. Based on the case filed with the BBB, your concerns are with the manufacturers warranty provided by ******* and would be better addressed through *******. As such, we kindly ask that you contact ******* directly with any questions or concerns regarding the manufacturers warranty.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lost my phone on December 28 and I have reported it to **** right away. The **** Manager added insurance away and she advised that I contact Asurion after a month which I did. I filed the cIaim as adviced.I talked to Asurion customer service, I was passed on to one agent to another, going back and forth with Asurion. Despite their claim of providing a feedback with 24 hours. One custmer service advised I pay the outstanding balance and they will SEND the phone. Another false promise. Three months after and there is still no resolution. I had to call them again in March and I was on the phone with them for hours. They filed the wrong date of coverage, provided me wrong information and sent verification to the email that is not accessible as it sends code to the lost phone. I have stated over and over that my phone is my source of income as I use it for work and my business. I've had enough of their ******** false promises and delays that it took away a lot form me. I couldn't take back the time that they wasted.

  

  Business response

  05/06/2024

  May 6, 2024
  
  *****************************
  E-mail: **********************
  
  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 on April 8, 2024, states:
  
  I lost my phone on December 28 and I have reported it to At&T right away. The AT&T Manager added insurance away and she advised that I contact Asurion after a month which I did. I filed the cIaim as adviced.I talked to Asurion customer service, I was passed on to one agent to another, going back and forth with Asurion. Despite their claim of providing a feedback with 24 hours. One custmer service advised I pay the outstanding balance and they will SEND the phone. Another false promise. Three months after and there is still no resolution. I had to call them again in March and I was on the phone with them for hours. They filed the wrong date of coverage, provided me wrong information and sent verification to the email that is not accessible as it sends code to the lost phone. I have stated over and over that my phone is my source of income as I use it for work and my business. I've had enough of their ******** false promises and delays that it took away a lot form me. I couldn't take back the time that they wasted.
  
  The desired resolution listed in your case states the following:
  
  Contact by the business; Modification/discontinuance of an advertised claim; Refund.
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1) program, which is an optional device ********************** program available to AT&Ts 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 screen claims) and out-of-warranty malfunctions.  PA1 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.
  
  The PA1 enrollment history for the wireless number ending in 3824 reflects the following:
  
  December 29, 2023 through March 2, 2024.
  March 16, 2024 through the present date.
  
  Following your initial PA1 enrollment, on January 11, 2024, Asurion sent you a Welcome Letter, which provided access to the PA1 Terms and Conditions, the Coverage Certificate, and the Protect Service Contract.  The Coverage Certificate fully outlines the Terms and Conditions of the insurance coverage, including the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures. Key program disclosures are also provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at www.phoneclaim.com/att or www.att.com/legal/wireless/***************************** prior to enrolling in the program or initiating a claim (or at any other time).
  
  The PA1 Coverage Certificate states the following regarding the matter:                                                                                                                
  
  COVERAGE
  In exchange for premium paid when due, we will insure the Covered Property as described in Section I.A. COVERAGE PLAN, provided that any Loss occurs while your coverage is in effect.
  
  VI.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 an active and current subscriber of your Service Provider to be covered under this Certificate. Covered Property must be actively registered on the Service Providers network on the Date of Loss and have logged airtime prior to the Date of Loss.
  
  VIII.DEFINITIONS.
  
  C.Covered Property means:
  (a)Wireless Telephones: one wireless telephone owned or leased by you, or for which you are otherwise financially responsible, and actively registered on the Service Providers network and for which airtime has been logged after enrollment. Covered Property is limited to one wireless telephone and applicable Covered Accessories per replacement. The International Manufacturers Equipment Identification (IMEI), Electronic Serial Number (ESN),Unique Device Identifier (UDiD) or other unique identification number of the wireless telephone associated with your account in the records of the Service Provider at the time your coverage initially becomes effective and for which air time has been logged indicates the wireless telephone to be considered Covered Property, unless you have logged airtime on a different wireless telephone immediately prior to the time of Loss then such wireless telephone shall be considered Covered Property so long as such wireless telephone is owned or leased by you and you provide us proof of ownership or lease.
  
  
  In reviewing your claim history, we confirmed that from that following your December 29, 2023 PA1 enrollment, on January 30, 2024, March 18, 2024, and March 21, 2024, you filed five (5) claims for a lost or stolen Apple iPhone 15 *************** (Claimed Device) for the wireless number ending in 3824.  We note that you provided different loss dates (i.e., December 28, 2023; December 29, 2023; March 20, 2024; and March 21, 2024 across the claims you filed, as outlined below:
  
  Four (4) of the five (5) claims were denied because coverage was not in effect at the time of the reported loss date (i.e., December 28, 2023 and December 29, 2023).  Pursuant to the aforementioned terms and conditions, coverage must be active prior to the date of loss.  A claim will not be approved when coverage is added after a loss has occurred.
  One (1) of the five (5) claims was denied because the Claimed Device did not log airtime on the enrolled wireless number ending in 3824 immediately prior to the date of loss (i.e., December 28, 2023).  As highlighted in sections VIII.C.a, a device is considered Covered Property when it is actively registered on AT&Ts network and has logged airtime.  Because the Claimed Device for the wireless number ending in 3824 did not log any airtime, it is not considered Covered Property.
  
  Based on the above, we believe the denials of your claims for the wireless number ending in 3824 were appropriate. Nevertheless, on March 15, 2024, AT&T credited your account a total of $1,649.92 to resolve the matter. Therefore, we consider the matter addressed.
  
  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,
  
  *********************, Regulatory Affairs
  Email ******************************************
  

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a replacement phone. That stopped working 5 weeks after it was delivered. The phone stopped charging so I went to the ****o store they trouble shooted it then informed me to call assurion that this replacement phone has a 1 yr warranty. So day 1 of being in contact with assurion and 2.5 hours later being transferred 4 times with no answer or replacement being shipped. Day 2 I go back to the **** store to have help after being transferred 10 times and a total of 3 hours on the phone with assurion I still have not got my issue resolved and assurion was absolutely zero help other than charging me another 210 dollars to replace the broken replacement they sent. Absolutely horrible customer service. Assurion should be ashamed and embarrassed this is there way of helping customers.

  

  Business response

  05/02/2024

  May 2, 2024
  
  *************************
  ****************
  Norman,OK 73072
  
  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 6,2024, states:
  
  I received a replacement phone. That stopped working 5 weeks after it was delivered. The phone stopped charging so I went to the at&to store they trouble shooted it then informed me to call assurion that this replacement phone has a 1 yr warranty. So day 1 of being in contact with assurion and 2.5 hours later being transferred 4 times with no answer or replacement being shipped. Day 2 I go back to the at&t store to have help after being transferred 10 times and a total of 3 hours on the phone with assurion I still have not got my issue resolved and assurion was absolutely zero help other than charging me another 210 dollars to replace the broken replacement they sent. Absolutely horrible customer service. Assurion should be ashamed and embarrassed this is there way of helping customers.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 4 (PA4) program, which is an optional program available to AT&Ts postpaid customers. The PA4 program is underwritten by ***************************** which is one of the *** underwriting companies. Under the terms of the PA4 program, AT&T customers can protect up to four (4) eligible devices in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturers warranty has expired.
  
  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. On January 22, 2024, you completed a claim for a damaged Apple iPhone 12 Mini 64GB (Claimed Device) for the wireless number ending in 0361. During the claim completion process, you accepted the terms of the claim and authorized the $225 replacement deductible billed to your wireless account. On January 24, 2024, the replacement Apple iPhone 12 Mini 64GB (Replacement Device) was delivered to the address you provided.However, on April 6, 2024, you contacted Asurion to report that the Replacement Device was experiencing charging issues.
  
  Please note that all replacement devices fulfilled through the insurance program are sent from an AT&T fulfillment center and have a 12-month warranty that covers any mechanical/electrical defects as long as the device has not sustained any physical or liquid damage. Replacement device ********************** issues reported within 30 days of receipt are handled by Asurion, including any devices that are damaged upon arrival. Warranty issues that occur after 30 days are handled by AT&T Warranty Exchange. As you received the Replacement Device on January 24, 2024, you were correctly referred to AT&T Warranty Exchange for further assistance.
  
  Following the receipt of this matter, on April 8, 2024, April 9, 2024, and April 25, 2024, an Asurion representative attempted to contact you to address your concerns. However, the Asurion representative was unable to reach you. The Asurion representative left you a voicemail and sent an email with their direct contact information. On April 25, 2024, the Asurion representative received an email from you advising that the issue was resolved. 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.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been dealing with this issue for 2 months now to no avail. I was robbed of my belongings during a home invasion in February and one of the things stolen was both my iphone15s. Both phones have insurance. One thing I forgot to mention is during the robbery I was assaulted to the point I ended up with a broken nose, broken rib, and a terrible concussion. When the robbery first took place I attempted to file a claim but was unsuccessful because of my head injury, everytime I file a claim with this company they deny me. Everytime using a different excuse to avoid helping me. First they said I had no insurance. ******* definitely let them know on the phone I definitely have insurance on both devices. Next excuse they said I wasnt actively using the phone which is crazy because the day I filed the claim they make you deactivate the stolen phone. Ive been on the phone with ******* and Asurion for over 20 plus hours trying to resolve this error. When I talk to humans both parties seems to try to help but once it gets to the part where I submit the claim and my ID everytime I am denied. If this issue isnt solved soon Im actually going to seek legal action in this matter. I could type a lot more but lets see if ****** wants to fix the issue after this complaint, Id like to avoid getting a lawyer but Im at a point where Ive been through way too much for them to not honor the insurance I have on both phones.

  

  Business response

  05/02/2024

  May 2, 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 5,2024, states:
  
  Ive been dealing with this issue for 2 months now to no avail. I was robbed of my belongings during a home invasion in February and one of the things stolen was both my iphone15s. Both phones have insurance. One thing I forgot to mention is during the robbery I was assaulted to the point I ended up with a broken nose, broken rib, and a terrible concussion. When the robbery first took place I attempted to file a claim but was unsuccessful because of my head injury, everytime I file a claim with this company they deny me. Everytime using a different excuse to avoid helping me.First they said I had no insurance. ******* definitely let them know on the phone I definitely have insurance on both devices. Next excuse they said I wasnt actively using the phone which is crazy because the day I filed the claim they make you deactivate the stolen phone. Ive been on the phone with ******* and Asurion for over 20 plus hours trying to resolve this error. When I talk to humans both parties seems to try to help but once it gets to the part where I submit the claim and my ID everytime I am denied. If this issue isnt solved soon Im actually going to seek legal action in this matter. I could type a lot more but lets see if ****** wants to fix the issue after this complaint,Id like to avoid getting a lawyer but Im at a point where Ive been through way too much for them to not honor the insurance I have on both phones.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  ******* Mobile Protect (***) is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen, damaged or experience post-warranty malfunctions. Asurion Insurance Services, Inc. (Asurion) is the program administrator for the Wireless Phone Protection insurance program (WPP),which is a component of *** and provides coverage for loss, theft, damage, and malfunctions or defects after the manufacturers warranty has expired.
  
  Your *** enrollment history for the wireless numbers ending in 6453 and 9870 are as follows:
  
  Wireless number ending in 6453:
  
  On October 1, 2017, you enrolled the wireless number ending in 6453 in ***, and it remains enrolled.
  Following your October 1, 2017, *** enrollment, on November 21, 2017, a Welcome Letter, which included a copy of the Insurance Policy, was sent to you.
  On May 14, 2019, June 24, 2020, June 3, 2021, and February 28, 2023, Program Change Notices, which provided updated copies of the Insurance Policy, were sent to you.
  
  Wireless number ending in 9870:
  
  On January 5, 2024, you enrolled the wireless number ending in 9870 in ***.
  Following your January 5, 2024, *** enrollment, on January 19, 2024, a Welcome Letter, which included a copy of the Insurance Policy, was sent to you.
  On March 4, 2024, you terminated the *** coverage for the wireless number ending in 9870.
  On April 2, 2024, you re-enrolled in the *** coverage for the wireless number ending in 9870.
  On April 8, 2024, you again terminated the *** coverage and enrolled the wireless number ending in 9870 in the Asurion Wireless Phone Protection (WPP) program, and it remains enrolled.
  Following your April 8, 2024, WPP enrollment, on April 17, 2024, a Welcome Letter, which included a copy of the Insurance Policy, was sent to you.
  
  Program brochures detailing the Terms and Conditions of the insurance program policy are available at ******* retail locations at the time the customer decides to enroll in the insurance program. The program details, including the Terms and Conditions, can also be obtained at any time at the customers convenience online at www.phoneclaim.com/verizon or www.verizon.com or by calling Asurions toll-free number.
  
  As your claim concerns occurred during your *** enrollment period, our response will speak to the *** program. The Terms and Conditions of the *** program include the following information relevant to your complaint:
  
  COVERAGE
  In exchange for premium paid when due, we agree to provide the coverage as stated in the policy on a month-to-month basis, provided that any covered damage or loss to the Covered Property is sustained while your coverage is in effect.
  
  2. Covered Property
  Covered Property means only the mobile wireless communications equipment as follows:
  If you have subscribed to Line Based Coverage: Covered Property means the wireless device owned by you for which: 1) the unique identification number (International Mobile Equipment Identity (IMEI), Electronic Serial Number (ESN), or ********************** Equipment ID (MEID)) of such wireless device is reflected in the records of the Wireless Service Provider at the time your coverage initially became effective; and 2) for which outgoing airtime usage has been logged with the Wireless Service Provider on the account after coverage became effective; unless you have logged outgoing airtime on a different wireless device immediately prior to the time of loss, in which case such wireless device becomes the Covered Property so long as: i) such wireless device is owned by you and you provide us proof of ownership and ii) airtime usage was logged on such device on the account with the Wireless Service Provider immediately prior to the time of loss.
  
  G. ADDITIONAL CONDITIONS
  4. Eligibility
  a. To be eligible for coverage you must 1. be a valid, active and current subscriber of the Wireless Service Provider or an approved user of a ********************** number on a valid,active and current account with the Wireless 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 February 2, 2024, and February 4, 2024, you filed two claims (Claims #1 and #2) for a stolen Apple iPhone 15 ************* (Claimed Device #1) for the wireless number ending in 9870. The loss date provided for both claims was February 2, 2024. As part of the standard claim validation process, a text message was sent to the wireless accounts primary wireless number to confirm that the open replacement claims were authorized.  Asurion subsequently received a return text indicating that the claims were not authorized.  As a result, to protect the account from fraud, the unauthorized claims were denied.
  On April 2, 2024, you filed a third claim (Claim #3) for the stolen Claimed Device #1 for the wireless number ending in 9870. The loss date provided was February 13, 2024. The claim was denied as Asurion determined there was no insurance at the time of loss.
  On April 3, 2024, you filed a fourth claim (Claim #4) for the stolen Claimed Device #1 for the wireless number ending in *****. The loss date provided was February 4, 2024.  The claim was denied due to inactive account status. Per the terms and conditions of the *** program cited above (G.4.a.), to remain eligible for coverage, an active and current account with the Wireless Service Provider is required.  Our records indicate that though the account was suspended, it was not suspended for lost/stolen prior to the filing of the claim. 
  On April 4, 2024, you filed a claim (Claim #5) for a stolen Apple iPhone 15 Pro 128GB (Claimed Device #2) for the wireless number ending in 6453. The loss date provided was February 3, 2024.  The claim was denied due to inactive account status.  As aforementioned, per the terms and conditions of the *** program cited above (G.4.a.), to remain eligible for coverage, an active and current account with the Wireless Service Provider is required.  Our records indicate that though the account was suspended, it was not suspended for lost/stolen prior to the filing of the claims.  Further, Asurion also confirmed that Claimed Device #2 did not log any airtime immediately prior to the time of loss as required in accordance with the *** program cited above (A.2.a.).
  
  Following the receipt of this matter, Asurion conducted a full review of your account and claim history.  Based on that review,Asurion determined that Claim #3 was denied in error.  However, based on the above and on the information provided to us during the filing of the claims, we believe that the claim denials for Claim #1, Claim #2, Claim #4, and Claim #5 were appropriate.  Furthermore, our records indicate that on April 5, 2024, your wireless service provider, ******* Wireless, assisted you by providing replacement devices for the wireless numbers ending in 6453 and 9870 via device upgrade.
  
  Although we cannot meet your desired resolution, the policy guidelines that Asurion follows regarding your concerns have been explained in this letter and we consider this matter addressed.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Wife started a phone insurance claim with asurion back in February. They sent her out a refurbished phone. Within two to three days of receiving it it had crashed. And will not work. She called them back. They said they didn't have any more refurbished phones and that model and they would send her a reimbursement check. The first check they sent came in a fairly timely manner within 7 to 10 business days. But it was not issued to the correct person as they talked about on the phone. Called asurion back in the beginning of March to check on the status of the reimbursement check. They had said it not been sent out yet and their team of specialist will look into it. Said they had it resolved. Said it would be sent out within three to five business days. After 2 weeks call them back to check the status of the check. Same old same old rigmarole check wasn't sent out yet. The first check hasn't been voided. They can't send a new check until the first one's voided. After the last phone call they said they had everything resolved and it will be here by April 3rd or 4th. Call again today. Same old BS check still has not been sent out. The original check still has not been voided. My wife has now been without a phone since February 8th. Asurion says that they're sorry but they can't do anything.

  Customer response

  04/05/2024

  The cell phone carrier is ******** The affected phones number is ************

  And to find a claim number. When I log into the website it tells me the amount to be paid and what kind of phone it was but does not give a claim number

   

   

  

  Business response

  05/02/2024

  May 2, 2024
  
  ***************************
  **************** C
  **********************
  
  Re: Case # ********
  
  Dear ***************************,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  Your matter filed with the BBB on April 4, 2024, states the following:
  
  Wife started a phone insurance claim with asurion back in February. They sent her out a refurbished phone. Within two to three days of receiving it it had crashed. And will not work. She called them back. They said they didn't have any more refurbished phones and that model and they would send her a reimbursement check. The first check they sent came in a fairly timely manner within 7 to 10 business days. But it was not issued to the correct person as they talked about on the phone. Called asurion back in the beginning of March to check on the status of the reimbursement check. They had said it not been sent out yet and their team of specialist will look into it. Said they had it resolved. Said it would be sent out within three to five business days.After 2 weeks call them back to check the status of the check. Same old same old rigmarole check wasn't sent out yet. The first check hasn't been voided.They can't send a new check until the first one's voided. After the last phone call they said they had everything resolved and it will be here by April 3rd or 4th. Call again today. Same old BS check still has not been sent out. The original check still has not been voided. My wife has now been without a phone since February 8th. Asurion says that they're sorry but they can't do anything.
  
  The cell phone carrier is ******** The affected phones number is ************
  And to find a claim number. When I log into the website it tells me the amount to be paid and what kind of phone it was but does not give a claim number.
  
  Your desired resolution states:
  
  At this point in time either overnight the reimbursement check. Overnight a new phone. Cover the last 2 months of cell phone bills that she has not been able to use. For somebody on the asurion specialist team to actually do their job.
  
  Response:
  
  ******* Mobile Protect (***) is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen,damaged or experience post-warranty malfunctions.  Asurion Insurance Services, Inc. (Asurion)is the program administrator for the Wireless Phone Protection insurance program (***), which is a component of *** and provides coverage for loss,theft, and damage.  In addition to the *** insurance coverage, *** includes ******* Extended Warranty (EW)protection, which is a ******* service contract that provides coverage in the event the customers device experiences a malfunction or defect after the manufacturers warranty has expired.
  
  On July 19, 2016, the primary account holder, ************************* (the Insured), enrolled the wireless number ending in 9720 in ***, and it remains enrolled. Following the enrollment, on August 1, 2016, Asurion sent the Insured a Welcome Kit.  The Welcome Kit included the *** Terms and Conditions, including the *** Wireless Communications Equipment Coverage Insurance Policy ("Insurance Policy").  More recently, in 2019, 2021 and 2023, a Program Change Notice, which included an updated copy of the Insurance Policy,was sent to the Insured.  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 www.verizon.com or by calling AIS toll-free number.
  
  The *** Insurance Policy states the following regarding the matter:
  
  B. EXCLUSIONS
  This insurance does not apply to loss or damage identified in any of the following or directly or indirectly caused by or resulting from any of the following:
  
  4. Delay, Loss of Use
  Indirect or consequential loss or damage,including loss of use, interruption of business, loss of service, loss of market,loss of time, loss of profits, inconvenience or delay in repairing or replacing lost or damaged Covered Property.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible,remediate the matter.  On January 24,2024, you completed an online claim for a damaged ******* Galaxy S22 Ultra 5G (128GB)(Claimed Device) for the wireless number ending in 9720.  During the claim completion process, you accepted the terms of the claim and satisfied the $99 replacement deductible by debit/credit card.  On January 25, 2024, a ******* Galaxy S22 Ultra 5G (128GB)(Replacement Device) was delivered to you at the address you provided.
  
  On February 6, 2024, you informed Asurion that the Replacement Device would not hold a charge or power on.  To resolve the matter, you were offered and accepted the reimbursement option.  The reimbursement option provides the customer with a cash reimbursement of the replacement value of the Claimed Device, to allow you to purchase the replacement device yourself.  On February 6, 2024, the $1,260.58 reimbursement check, payable to the name of the Insured listed on the wireless account, was processed for shipping and delivery to you within ten (10) business days.  On February 10, 2024, the damaged Claimed Device was received by the fulfillment center as required by the Terms and Conditions of the *** program.
  
  On February 19, 2024 and March 13,2024, you notified Asurion that the check had been issued in the incorrect name,and it should have been payable to *******************************, but unfortunately, the process of re-issuing the check was not completed during each interaction.
  
  Following receipt of the BBB matter, on April 8, 2024, after Asurion was able to confirm that the initial check sent in the incorrect name was canceled, a new reimbursement check was issued in the name of *******************************. In addition, the reissued check was updated to include the correct reimbursement amount, $1,294.40.
  
  Asurion acknowledges the delay in reissuing the reimbursement check in the correct name and sincerely apologizes for any inconvenience you may have experienced. Asurion confirmed that the matter was resolved when the reissued $1,294.40 reimbursement check was delivered to your preferred address on April 15, 2024.  Therefore, we consider the matter closed.
  
  In regard to your request for reimbursement of two months of your wireless bill, pursuant to the *** terms and conditions cited above, Indirect or consequential loss or damage, including loss of use is not covered.  Therefore, we are unable to honor your request for monetary compensation.
  
  Again, we sincerely apologize for any inconvenience this may have caused.  We make a commitment to our customers to make the insurance claim process easy and convenient, and we truly regret that this was not so when you contacted us.
  
  Please feel free to contact me by email if you have any further questions. I am available by email Monday through Friday between the hours of 9:00 a.m.to 4:00 p.m. CST.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ******************************************
  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased insurance through **** with Asurion. I dropped my phone and the back glass is shattered. I have made several attempts to file a claim both online (constant 503 error messages for weeks) and have attempted to call them at ************ only for the automated system to boot me out and tell me my number isn't an **** number. I cannot find any way to file a glass claim for my phone as it is impossible to get a human on the phone at their number and the website is constantly down.

  Customer response

  04/04/2024

  Hello,

  Thank you for reaching out. The carrier is ***** The cell phone number is ************. The phone in question will be moved to my son's line once repaired - that number will is ************. Insurance was added to the iPhone 14 ProMax at the end of January. I have been attempting to file a glass claim since the beginning of March for a shattered back glass. The 14 was just upgraded to a ******************************************************** a timely manner.

  Thank you,

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

  

  Business response

  05/15/2024

  May 15, 2024
  
  *******************
  *******************
  *********, SC 29072
  
  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 4, 2024,states:
  
  I purchased insurance through **** with Asurion. I dropped my phone and the back glass is shattered. I have made several attempts to file a claim both online (constant 503 error messages for weeks) and have attempted to call them at ************ only for the automated system to boot me out and tell me my number isn't an **** number. I cannot find any way to file a glass claim for my phone as it is impossible to get a human on the phone at their number and the website is constantly down.
  
  Additional comments listed in your case state:
  
  Hello,
  Thank you for reaching out. The carrier is ***** The cell phone number is ************.The phone in question will be moved to my son's line once repaired - that number will is ************. Insurance was added to the iPhone 14 ProMax at the end of January. I have been attempting to file a glass claim since the beginning of March for a shattered back glass. The 14 was just upgraded to a ******************************************************** a timely manner.
  
  Thank you,
  
  *******************
  
  The desired resolution listed in your case states the following:
  
  Repair.
  
  Response:
  
  Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the **** Protect Advantage for 1 (PA1) program, which is an optional device ********************** program available to ****s 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 screen claims) and out-of-warranty malfunctions.  PA1 also includes Protech technical support.  Customers can file a claim by calling Asurions toll-free number at 1-************, or by going online at www.phoneclaim.com/att.  Our records indicate that the primary account holder, ************************* (the Insured),enrolled the wireless number ending in **** on January 30, 2024 and the wireless number ending in **** on April 3, 2024 in the PA1 program, and they both remain 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.  As of the date of this letter, Asurion has no record of a claim being initiated for the wireless number ending in **** or the wireless number ending in ****.
  
  On May 6, 2024 and May 7,2024, an Asurion representative attempted to contact you to assist in filing a claim but was unsuccessful.  However, Asurion was able to confirm that on April 1, 2024, an Apple iPhone 15 ************* was ordered through **** for the wireless number ending in ****.
  
  If you still need assistance, please contact the Asurion representative directly using the contact information provided, or alternatively, feel free to contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ****************************************
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim for a non functioning battery. They said it was covered and sent me to the Ubreakifix store. When I got there they told me a TOTALLY WRONG CLAIM WAS PUT IN for a broken screen. I dont have a broken screen. The ubreakifix guy told me they put in the wrong order and I had to call back I was extremely rudely treated and had. TON of my time wasted. They jacked me around to 4 different people who didnt speak competent business English and I kept getting COLD TRANSFERRED. I WANT A US based executive to call me personally to assist me. Im basically paying for third world incompetence - paying for NOTHING. Wasted half my day. I want my fix , I want them to refund partially for my inconvenience and then to call me.

  

  Business response

  05/14/2024

  May 14, 2024
  
  *********************************
  **************************************************************-2014
  ********************
  
  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 3, 2024,states:
  
  I filed a claim for a non functioning battery.  They said it was covered and sent me to the Ubreakifix store.  When I got there they told me a TOTALLY WRONG CLAIM WAS PUT IN for a broken screen.  I dont have a broken screen.  The ubreakifix guy told me they put in the wrong order and I had to call back I was extremely rudely treated and had.  TON of my time wasted.  They jacked me around to 4 different people who didnt speak competent business English and I kept getting COLD TRANSFERRED.  I WANT A US based executive to call me personally to assist me.  Im basically paying for third world incompetence - paying for NOTHING.  Wasted half my day.  I want my fix , I want them to refund partially for my inconvenience and then to call me.
  
  The desired resolution listed in your case states the following:
  
  Contact by the business.
  
  Response:
  
  ******* Mobile Protect (VMP) is an optional device ********************** programs that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen,damaged or experience post-warranty malfunctions.  Asurion Insurance Services, Inc. (Asurion)is the program administrator for the Wireless Phone Protection insurance program (***), which is a component of VMP and provides coverage for loss,theft, and damage.  In addition to the *** insurance coverage, VMP includes ******* Extended Warranty (EW)protection, which is a ******* service contract that provides coverage in the event the customers device experiences a malfunction or defect after the manufacturers warranty has expired.  On July 27, 2021, you enrolled the wireless number ending in 1126 in VMP, 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.  On April 2, 2024, you initiated an online claim for a damaged Apple iPhone 13 (128GB) (Claimed Device) for the wireless number ending in 1126, reporting a cracked screen.  You opted for the carry-in repair option,which allowed you to visit an Asurion-authorized repair center to complete the screen repair.  During the claim process,you selected a specific repair location and accepted the terms of the repair claim.  On April 3, 2024, you notified Asurion that the Claimed Device was not damaged and only required a battery replacement.  We wish to note here that prior to April 3, 2024, Asurion has no record of any interactions regarding this claim.  On April 10, 2024, the repair claim was canceled.
  
  Following receipt of the BBB matter,between April 30, 2024 and May 2, 2024, an Asurion representative attempted to contact you multiple times to assist you with filing a claim for a battery replacement but was unsuccessful.
  
  If you still need assistance, please contact the Asurion representative directly using the contact information provided.  If you have any other questions or concerns, feel free to contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  *********************, Regulatory Affairs                                                                                               
  ******************************************
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 31, 2024 I went to charge my *************** Galaxy Fold 4 and once charged and turned on it froze at a white ******* screen and gets real hot. I went to a ******* store and they ran all kinds of test. The phone just is not working. I was told to contact Asurion to file an insurance claim. I have been on the phone with them for hours. First they tried to hard sell me a home device ********************** plan that would increase my ******* bill another *****. I already pay almost ****** including the device **********************! So I denied that and the first tech sends me to another tech who tells me that they do not have another Galaxy fold 4 but will send me a iPhone 5 or 5! No way! I want either another Galaxy 4 fold or a check for a replacement. The phone quit working!

  

  Business response

  05/14/2024

  May 14, 2024
  
  *****************************
  2004 **************
  *****, ********
  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 2, 2024,states:
  
  On March 31, 2024 I went to charge my *************** Galaxy Fold 4 and once charged and turned on it froze at a white ******* screen and gets real hot. I went to a ******* store and they ran all kinds of test. The phone just is not working. I was told to contact Asurion to file an insurance claim.I have been on the phone with them for hours. First they tried to hard sell me a home device ********************** plan that would increase my ******* bill another *****. I already pay almost ****** including the device **********************! So I denied that and the first tech sends me to another tech who tells me that they do not have another Galaxy fold 4 but will send me a iPhone 5 or 5! No way! I want either another Galaxy 4 fold or a check for a replacement. The phone quit working!
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  Asurion Insurance Services, Inc.(Asurion) is the program administrator for the ******* Mobile Protect Multi-Device (*** MD) program.  *** MD is an optional account-based device ********************** program that allows a ******* Wireless customer to cover multiple devices on their ******* Wireless account in the event a device active on a wireless line is lost, stolen, damaged or experiences a post-warranty malfunction. *** MD includes Wireless Phone Protection (WPP) insurance coverage,******* Extended Warranty (EW) service contract coverage, and Mobile Secure tech support (for all devices on the account). ******************** is the program administrator for WPP, which provides insurance coverage if the customers device is lost, stolen, or damaged.  Customers enrolled in the *** MD program can file a claim by calling Asurions toll-free number or going online at www.phoneclaim.com/verizon.  On April 27,2023, you enrolled the wireless account in *** MD, and it remains enrolled.
  
  Approved claims are eligible for repair or replacement, depending on several factors, each determined by Asurion when the claim is filed and approved. 
  
  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.  Asurion determined that on April 2, 2024, you initiated three (3) claims for a malfunctioning ******* Galaxy Z Fold4 5G (512GB) (Claimed Device) for the wireless number ending in 6622.  The claims were systematically canceled by Asurion because you reported that the Claimed Device experienced a mechanical/electrical failure outside the manufacturers warranty period.  For clarity, the *** MD program provides (1) insurance coverage for devices that are lost, stolen, or damaged,which is administered by Asurion, and (2) extended warranty (EW) coverage for devices that experience a malfunction/failure outside of the manufacturers warranty period, which is administered by *******.  Customers who report malfunction failures outside of the 12-month manufacturers warranty are instructed to contact ******* to file an EW claim.  At that time, you were instructed to contact ******* for assistance with filing an EW claim.
  
  After ******* informed you that the same or acceptable comparable model replacement device was unavailable, on April 6, 2024, you completed a claim for a damaged Claimed Device for the wireless number ending in 6622.  During the claim completion process, you accepted the terms of the claim and satisfied the $99 replacement deductible by debit/credit card. On April 8, 2024, a ******* Galaxy Z Fold4 5G (512GB) (Replacement Device) was delivered to the address you provided.  On April 22, 2024, the Claimed Device was received by the fulfillment center as required by the Terms and Conditions of the *** MD program.
  
  To satisfy the difference between the $49EW service fee and the $99 replacement deductible that was charged for your insurance claim, ******* provided you with a courtesy credit of $49.  Therefore, we consider the matter closed.
  
  We sincerely apologize to you for any inconvenience this may have caused.  We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not your experience.
  
  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,
  
  *********************, Regulatory Affairs                                                                                               
  ******************************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩