ComplaintsforAKKO

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello I had filled a claim with AKKO for my *************** lens we were out in ************** kayaking and shooting some film when my kayak had flipped over I was panicking caught up in the moment trying not to drown my camera had fell into the water the camera is supposed to float however we couldnt find it around so I read the **** and all before filing a claim it said liquid submersion was covered I filed a claim I have all my proof my location tracking is on and I have ****** timeline and my claim wasnt even reviewed it was denied right away I kept getting mixed answers from everyone my claim might still fall under the theft/loss but its the fact Im paying for extra coverage amount and coverage in general my camera is my life work and everything its how I support my family and people but now I am in this situation with Akko where they just dont care doesnt seem like they even tried claim number ************************************************************************ please finish this one I am stuck

  

  Business response

  09/05/2024

  Hi *******,
  
  Thank you for contacting us through the BBB! Our team has reviewed your claim, and we hope to clarify some aspects of your coverage.
  
  While we cover spills and liquid submersion, those terms refer to items that have sustained liquid damage but are in the customer's possession; for example, water spilled on a laptop or a phone dropped in a bucket of water would count as liquid damage, and submersion. In both cases, liquid damage was sustained, but the items were recovered and are still under the customer's possession.
  
  In the description of your claim, you mentioned that you could not retrieve your items. Since these items are not recoverable, the claim type goes beyond liquid damage/submersion and falls under the lost items category.
  
  While we do offer loss protection for phones, this coverage does not extend to non-phone items. You can find more information about this in our FAQ article titled "Do Plans cover Lost Items and Lost Phones?" at this link: ********************************************************************************************************. Additionally, you can view your protection plan's terms and conditions here: ****************************************************************.
  
  We see you have one prior approved claim with us, and were terribly sorry that our policy prevents us from being able to cover this particular incident and claim.
  
  As an apology for the trouble, we can instead offer a $99 credit deductible for your account. This credit would automatically apply to any future claim filed on your account. How does this sound?
  
  Please let us know your thoughts, and dont hesitate to ask any further questions.
  
  Thank you,

  Customer response

  09/05/2024

   
  Complaint: 22238359
  
  I am rejecting this response because:
  
  My camera lens was returned so it would place my claim under stolen because the camera and lens are attached its an e mount you have to twist on you have to twist off it doesnt just fall off so it would mean someone twisted it off I did all my research this camera body and lens are weather proof and float even **** can confirm this right here I know at the end Im giving you guys a hard time but you guys dont understand this is literally my lifes work end everything please let me know if its shutting you guys can do and please be more transparent I have tried emailing you guys calling the number and everything before it was easy getting a hold of someone now it is not but I understand you guys are growing 
  Sincerely,
  
  

  

  Business response

  09/09/2024

  Our team will continue to review any evidence provided in the claim. While claim descriptions cannot be edited after a claim is filed, the customer can submit any evidence they may have for theft in their ongoing claim conversation.

  Customer response

  09/12/2024

   
  Complaint: 22238359
  
  I have provided all documents that were asked of me police report & statement from hotel & purchase receipt I am hoping we will be able to get this resolved I have been waiting almost ten days I have been trying reach out to support but the response times lately are long I do understand you guys are busy I am missing out on work and opportunities so hopefully soon we can all put this over our shoulders thank you for listening to me rant sorry this is long am just stressed out 

  
  Sincerely,
  
  

  Customer response

  09/12/2024

  Hello I am writing this complaint as a new complaint but also associated with complaint ID ******** . To summarize it I went kayaking for a family birthday I ended up flipping over my kayak my camera and lens were missing initially then my camera lens ended up being turned in but not my lens leading me to believe that my camera was stolen because my lens and camera are attached however only the lens was turned in not the camera by this point Akko was already refusing to cover my claim so after some time going back and fourth with Akko they tell me to send them a police report and statement from the resort that only the lens was turned in and also a copy of the purchase receipt and I complied I sent all these documents at my expense and time today I get a response back from them telling that the serial number on the lens they had was different from the one on my claim which was an honest mistake I myself did not know this till I was trying get a letter from the resort and they couldn't find it in there database till they read me back the other serial number which is a device listed on ********************** account as well and when you file a claim through Akko it list all your items on your account and I've attached a screenshot to help you guys understand so me having two camera lens identically the exact same all it list is the name so it is easy to make that mistake of clicking the wrong one my next issue was Akko stated I told the hotel I was missing more than one lens and I never stated that I contacted the hotel and asked they said they never told Akko that I have attached a screenshot of this as well for you guys reference when I opened Akko I opened it to avoid the headaches and **** backs of big corporations and because of there friendly approach however I feel like I am being treated unfairly and unjust I have been working on this claim for almost ten days now and it has been a nightmare all Im asking is for somebody to do the right thing please genuinely look into this

  
  

  Desired Resolution / Outcome

  Desired Resolution:	select
  Desired Outcome:	My claim to be processed fairly I have sent over all evidence

  
  

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I now understand that I could not create a claim within 30 days of placing my item which I find is my only fault. The other fault that AKKo is stating is that I did not upload the proper photos. Mind you when I was uploading these photos the ones that were not accepted made me retake, and the ones that were accepted, went through. If my photos were not proper, they should not have went through. 13. After placing my item on their app, I needed to create a claim. My granddaughter fell, and her head hit the TV and cracked it in the corner. Now the tv doesnt turn on. I purchased this accidental damage because of how clumsy my family is and I just recently less than a year ago lost another TV and learn my ****** not getting protection, accidental protection

  

  Business response

  08/26/2024

  Hi there *******,
  
  My name is **** and I am one of the managers here at AKKO.
  
  We're sorry for the confusion surrounding your device photos! We'd love the chance to turn your experience around and proceed with your claim! We'll also make sure you're clear on photo instructions moving forward. If you wish to cancel instead, we can also accommodate you there and make sure you receive a full refund.
  
  Please let us know how you would like to proceed, we're happy to move forward with whichever option best suits you.
  
  Thank you!
  
  
  

  Customer response

  08/26/2024

  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. I wil like to proceed with my claim 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I switched to AKKO from my ******* home insurance plan because it is cheaper and appeared to cover more. This was 4 months ago. This week I was moving a television in my house and I dropped it and the screen broke. AKKO refused my claim because they said I did not provide a serial number for my product but the serial number is there from when I registered it, and it is also in a photograph that I uploaded when I signed up for the plan. Of course in the 4 months they have every opportunity to reach out to me to correct it but they did not, they are intentionally avoiding notifying customers so that they can later deny the claim!AKKO is refusing to provide their promised service, what is the purpose in paying for a service if they do not honor it.

  

  Business response

  08/19/2024

  Hi there,

  Thank you for reaching out to us and we're sorry for any confusion here. 
  
  As our team has stated, the photos that you took of your device were not correct. The instructions state that the TV must be powered on with the serial number on the screen, which was not provided. As per the *** and terms and conditions, without proper documentation our team could not proceed with this claim. 
  
  We can provide a refund for the service up until this point as a courtesy, but we cannot process your claim as the instructions were not followed. 
  
  Please let us know if that is acceptable and will process that refund. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against my phone insurance provider regarding the handling of my ******* ************* 5 repair claim. My phone started malfunctioning, with significant issues affecting the inside screen when unfolded. I promptly contacted the insurance company and submitted all required documentation, including a statement from the repair company indicating that the necessary parts were unavailable from *******.Despite multiple follow-ups over the past several days, I have not received any updates or clear guidance on the next steps to resolve my claim. The delay and lack of communication are causing significant inconvenience as I rely heavily on my phone for both personal and professional purposes.The insurance company initially acknowledged my claim, and later stated they would waive the entire deductible fee for the delay, but there has been no further action or resolution. I am seeking the BBB's assistance in prompting the insurance company to expedite my claim, provide a clear plan of action, and ensure that my phone is either repaired or replaced promptly.

  Customer response

  08/14/2024

  I am writing to follow up on the claim issue I reported regarding AKKO. I want to thank you for your assistance in prompting a response from AKKO; however, I am now facing additional problems with receiving my payment.

   

  Despite their initial communication, I have encountered an issue with the payment method. I selected ***** for the reimbursement, but the funds were sent to a Venmo account linked to my phone number instead of my email, where my actual Venmo account is registered. As a result, I have not received the funds, and the situation remains unresolved.

   

  I have reached out to AKKO multiple times to correct this issue, but I am not receiving timely responses, and the problem is still not fixed. I have emails documenting my communication with them, which I can provide if needed.

   

  I would greatly appreciate any guidance or further assistance you can offer to help resolve this matter. I am unsure how to proceed, and I am concerned about the lack of response from AKKO.

   

  Thank you again for your support and for any help you can provide with this ongoing issue.

   

  ***************************
  
  Clinical Recruiter
  
  **************
  
  
  

  

  Business response

  08/19/2024

  Hi there,
  
  Our team let us know that we have communicated with you and resolved this issue. Please let us know if you need anything else.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a claim pending with AKKO for my surface studio. The case number is *****. ********* has asked me to send in the device for a swap at $750. Akko is asking me to go through a third party repair facility which I do not trust. I've done third party with my apple product and did not have a good experience so I'd rather go with the manufacture repair option. They kept on asking me to go through a third party repair shop which I'm not comfortable with. I even called a few they don't even service surface studios! I contacted ********* they only have 1 service provider that is authorized by ********* to service surface devices and that is in **. Device repaired by unauthorized 3rd party may cause further damage. I AM ASKING AKKO TO PAY FOR THE REPAIR FROM ********* OR PROVIDE ME WITH A REPLACEMENT.

  

  Business response

  08/05/2024

  Hi there,
  
  Our team will be reaching out to you to provide more insight into your claim. 

  As a note, in order to qualify for a replacement, we would get a diagnostic to see what the issue/damage is.If it cannot be repaired, or is too expensive to repair, we would them consider replacing the device. We only work with high rated repair shops, with a history of great reviews. Our team will be emailing you on your claim thread to provide the proper next steps. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for upsie earlier this year then I made a claim about 2 months later and thats when I found out akko was in charge of upsie. They told me that my claim has been declined because there was a three month wait period and I have to provide a receipt for the repair to be able to be approved for another claim. Another 1-2 months passed I already fixed my iPad screen but then my frame bent and it pushed the screen out. I made a claim and I wrote in the box where it told me to explain what happened that they told me to attach a receipt of the iPad getting fixed and I did. About 3 hours later I got a response telling me my claim has been declined because of my other claim. I told them to check the claim again and that i attached a receipt (I dont think they check the extra information of the claim because if they did they wouldve seen it at first) they replied and they said I need to get a receipt with the serial number of my iPad on it which I cant because I walked in a local repair shop and did it there I told Akko that and they havent responded since then. I did the live chat which is really not a live chat because they barely respond but someone did about a day later saying that they cannot help because they are not the claim department. They are quick to respond when they find a reason to decline your claim but when you have a legitimate claim they dont respond. They say they have fast approval but it doesnt seem like it I have read multiple cases like mine and it seems like this is the only way to get the company attention

  

  Business response

  07/23/2024

  Hello there,
  
  Our team is still looking into your claim. You have filed a claim for the same device that was previously damaged. The receipt you provided does not show that these issues were addressed. We are waiting for verification from the shop of what was fixed. Our team will reach out as soon as we get it, but for these reasons, your claim has been delayed. We apologize for any confusion, and always aim to handle claims as quickly as possible, but there are outside factors here that need to be considered.

  Customer response

  07/23/2024

  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,
  
  Gb Bankole

• Initial Complaint

  07/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The photos I submitted for insurance were rejected, theres no way to retake them and now the phone that insuring has a screen protector applied that I will have to remove, there is no dirt on the screen like theyre saying there is in the photo I submitted

  

  Business response

  07/22/2024

  Hi there,
  
  Yes, our team has had you retake your photos through our app as they were incorrect.
  
  When you delete the photos that are there, you can then retake new ones.
  
  In the first case, your fingers were blocking a portion of the screen.
  
  In the second case, it doesn't look like your phone has dirt, rather than the mirror that you took the photos in having numerous smudges. If you use a clean spot in the mirror, and retake it, our team should be able to review and proceed. If you have any questions on how, please send a message to *************************************

  Customer response

  07/22/2024

   
  Complaint: 22023748
  
  I am rejecting this response because: you should be clearer in your emails what the problem is promptly answer customer queries so that your customers dont have to waste single-use materials like screen protectors that they may have to remove, per your requirements, when taking photos and you should prove instructions on how to meet your requirements so that they dont risk being uninsured after they have purchased your products. 
  
  Sincerely,
  
  *************************

  

  Business response

  07/25/2024

  Thank you for your response. We keep information in our FAQ and app to try and make the photo upload as efficient as possible.
  
  We have team members checking photos every day, so if photos are ever done incorrectly, we can ensure they are retaken and our customer's devices are covered. The only time we would ever as someone to remove a screen protector, is if the protector is damaged. In that case, we would have no way, using a photo, to verify if the damage is to the device or the protector. 
  
  If you have any questions, you can check with our team at ************************************* and we'd be happy to give additional guidance for the photo processes!

  Customer response

  07/25/2024

  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,
  
  *************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim will not get approved after uploading multiple times. Have been told a claims specialist will reach out but never does. Been trying to get my phone repaired for over a month.

  

  Business response

  07/22/2024

  Hello there,
  
  We apologize for any confusion. We see that you sent information for review yesterday. Our team will review it and answer it today as soon as possible!

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a mobile device ********************** plan from aako. I lost my phone about one week ago. Akko is telling me I have to lie to the police and claim that my phone was stolen to obtain a police report or they will deny coverage for my claim.

  

  Business response

  07/16/2024

  Hi there,
  
  As stated by our team, no one at AKKO has ever asked you to lie on a police report.
  
  As we stated, your device was in a public place. When you checked for it, the device was no longer in that public place, nor was it turned in. As such, we are able to make a reasonable assumption that your device was stolen. Our team is ready to process your claim and provide a replacement, however, in order to process a theft claim, a police report is necessary. You do not need to provide the police with any information other than what has happened.
  
  Once the report is filed, we will review it and proceed with your claim. This is a common report filed to police departments all over the country, and while finding your device is unlikely, knowing where items are stolen is a helpful tool to help the police monitor and protect the community. We appreciate you doing your part, and look forward to receiving the report. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid insurance premiums to AKKO for over 2 yrs and when I filed a claim because the phone had internal connectivity issues. I did everything they ask, and responded immediately. I had already been without a phone for 9 days when I filed the claim. You can only communicate with them thru text or emails. They would take hrs and hrs to respond, then it turned into days. What was supposed to be a 24 hour claim turnaround turned in to 4 days. When they finally sent the payment for me to replace my Galaxy s22 ultra cell phone they sent me $329.00 and some change and said that is the cost the replace an "excellent condition" phone. I emailed them and told them that was not acceptable because I can replace my phone for that. The service went from 24 hrs to 4 days, and half of what they should have sent.

  

  Business response

  07/11/2024

  Hi there,
  
  Thank you for reaching out to us and we're sorry for any confusion. We'd be happy to clear this up for you.
  
  Our team sends a link for the replacement device from a highly rated site, for the full amount to replace the device, minus your deductible. Did you view the link that was provided? 
  
  We send the funds to make sure you have a very high quality replacement, if there is an issue with the replacement link, or it isn't for the right model, please let us know. 
  
  Thank you,

*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. ↩