Complaints

This profile includes complaints for Assurant, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Assurant, Inc.

  11222 Quail Roost Dr Miami, FL 33157-6543

  
• 

  American Bankers

  260 Interstate North Cir SE Atlanta, GA 30339-2228

• 

  Assurant Group

  PO Box 105156 Atlanta, GA 30348-5156

• 

  Assurant Group

  PO Box 105168 Atlanta, GA 30348-5168

• 

  Assurant Group

  PO Box 105168 Atlanta, GA 30348-5168

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is about Assurant a cell phone insurance company. The insurance was purchased through T-Mobile. My family has had a similar problem with Assurant in the past and this is our second BBB complaint against them. A claim was submitted in November of 2023 with the following information: Claim Number: 66546577 Protection Program: Protection360 Mobile Number: ************ Device: ******* ****** *** ** ***** Gray (IMEI: ***************) With this insurance the old/damaged phone must be shipped back to the company. In that we had problems in the past we took care when shipping the old phone back. The shipping was done on 11/21/23 in compliance with Assurant instruction via USPS in their return package. A video at USPS was done showing the phone in the return box and being sealed by the postal worker who issued a receipt on the video. The phone arrived 12/11/23 at the Assurant facility which was confirmed by the tracking number. Tracking shows it was signed for. Assurant never notified us of a problem. My January, 2024 T-Mobile bill showed an increase of ******* for the claimed phone. Calls to Assurant resulted in me finding out they claimed the wrong phone was in the package I think. Assurant reps could never clearly tell me what the problem was. The main person I spoke with had a language problem. I speak Spanish and spoke to them in both English and Spanish to no avail. The last time we made the same type of claim with this company they claimed to have received an empty box back at their facility even though we had a recorded weight of the box from USPS. That incident took a very long time to resolve. We now think the company may be running scams of this sort. Please assist in getting this company to remove these charges. We are dropping the insurance as soon as this matter is resolved. Thanks in advance

  

  Business Response

  Date: 01/25/2024

  January 25, 2024 
  
  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL 33407
   
  
  Re: **** ****** - Complaint ID# ********
  
  
  The business responded to this complaint but has asked that its response not be published.

  Customer Answer

  Date: 01/26/2024

  Please allow me to start by saying that I do accept the response due to their refunding of the erroneous charge.

  I spoke with ******* ********, ACA, Resolution Specialist on January 23, 2024.  She stated during that call that it was found to be a scanning error on Assurant's part during check in.  Nothing was said about what she has stated to the BBB.

  The statements in the response were a lies!  The claim was made on the November 14, 2024 and the phone was returned promptly on November 21, 2023.  The return was done by Assurant packaging pre paid via the USPS as per Assurant instruction.  We did get notice of the phone not being returned and spoke to Assurant with the USPS tracking number whereupon they stated not to worry about it.  We had no further contact from Assurant about a problem.  If the USPS is unreliable  then perhaps Assurant should switch carriers.  I feel this is a typical case of a business not taking responsibility for their actions and dumping on the consumer.

  
  

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

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Assurant it the Warranty company for all of the appliances in our home. Our Refrigerator/Freezer stopped working on Friday, January 5th, 2024. I've had to throw away everything - hundreds of dollars of food. They assigned a service company to check the appliance (***). Upon ***'s check of the unit, they said a new compressor and valve could be ordered to replace the parts, but there would be no guarantee that would repair the appliance. The next day, I was told that was not repairable and not economical to replace the parts. *** sent a report and told me that I would hear from ****'s/Assurant. Assurant responded that they are told by the Service Company (***) that there is nothing wrong with the appliance and that there would be nothing done. My family and I have been without a working Refrigerator/Freezer since January 5th. Today is already January 22nd. I sent the text messages I have received from *** to Assurant to show them what I was told. I have requested that the unit be fixed to be fully and properly functional or replaced if it is not able to be repaired. I have not heard back since Friday, January 19th. The way this has been handled is completely unacceptable. My appliances are covered under warranty through an extended warranty that I purchased from ****'s for all of the appliances I purchased in Nov. 2019. Thank you for your assistance with this matter. I did not upload the emails/texts to post on here as I don't want any personal information to show, but have them all if needed. Thank you, Stacy

  Customer Answer

  Date: 01/24/2024

  Good Morning BBB -

  Update: I have been contacted by two people from Assurant. They each have been very helpful. I was told that there was a mixup of reports and that has been cleared up. My refrigerator will be replaced and they have sent an e-giftcard for the original amount of the appliance so I can order a new one. Thank you for everyone's assistance in this matter. It has been a difficult situation to be without a refrigerator/freezer since January 5th (today is January 24th). I am happy to report that this matter has been resolved. I appreciate BBB and Assurant's attention to this matter. 

  Thank you,

  *****

• Initial Complaint

  Date:01/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid for protection from Assurant on our ******* plan since 7/2022, totaling over $***. My husband’s screen cracked and he filed a damage claim 11/2023. We received the new phone via UPS. The device was sent back that week to Assurant per policy, using the provided **** label + box, and he dropped it at a post office location. On 1/1/24 we received a “device not returned fee” on our bill. Starting on 1/2/24, we were sent in a circle btwn ******* and Assurant with each blaming the other. After 9 hours on 1/19 being shuttled between the two and 3 Assurant agents hanging up on me, Assurant said the device has not even been scanned in per the **** and I am responsible as the shipper. Another agent had previously told us return packages are uninsured. I see on other complaints this is common and it looks like a widespread scam: (1) Assurant uses reliable UPS to ship the new device but return labels are **** w/no insurance (2) Assurant tells iPhone users to turn off the Find My function prior to mailing, so no way for the customer to track (3) cannot see your original return label on the Assurant/******* site. If you click “return label”, it generates a new label to a completely different warehouse than the original (Lewisville TX vs York PA) and it is unclear how anything would ever be reconciled as an Assurant supervisor admitted one is for a completely different segment of our carrier. This system is built to deceive the customer and “lose” the devices to generate revenue as the customer is cornered into paying in order to not lose their phone service. Assurant also said if they don’t receive the device within 180 days of the required return date, we will never get the fee credited. So even if **** were to locate a lost package and deliver the device, if outside of the window, Assurant will keep your money! We have requested video footage directly from **** and filed a missing mail report but should not be liable for this when we followed all instructions.

  

  Business Response

  Date: 01/26/2024

  January 26, 2024 
  
  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL 33407
   
  
  The business responded to this complaint but has asked that its response not be published.

  Customer Answer

  Date: 02/01/2024

  
  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

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with Assurant for a damaged phone on 1/3/**. They denied my claim stating I did not have coverage. I verified with my phone carrier that I had coverage since 7/18/2022. I called Assurant back to let them know that my phone carried did verify that I was covered on the date of the incident. This is an $**** phone that is unusable because it has a large black line where it folds. Additionally, I have paid $** a month for a year and a half to cover this phone with Assurant which means they have over $*** of my money and refuses to replace my phone. I call Assurant and they tell me to call my phone carrier. I call my phone carrier and they tell me Assurant is the insurance carrier and there is nothing they can do (which I understand). I am just asking for what is fair, a refurbished replacement of my Galaxy Fold 3. How do companies keep getting away with robbery in plain sight?

  

  Business Response

  Date: 01/23/2024

  January 23, 2024
  
  
  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL 33407
  
  The business responded to this complaint but has asked that its response not be published.

  Customer Answer

  Date: 01/23/2024

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

• Initial Complaint

  Date:01/13/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the extended car warranty for my vehicle and when I needed repairs done for the vehicle they stayed the repairs were covered, however, the leak that needed to be repaired caused other damage that they stated was wear and tear and NOT covered by the warranty. If the problem originally was covered and not my fault, how is the damage done after the fact my fault? I called to inquire on where it states that in the contract and was hung up on several times. They were not helpful AT ALL. When asking to provide specific page numbers they did not answer. When asking for a Supervisor, I was hung up on. I had to pay out of pocket several hundred dollars.

  

  Business Response

  Date: 01/19/2024

  Please find the business response attached.
  
  Thank you.

  Customer Answer

  Date: 01/22/2024

  
  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

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We filed a claim with insurance back in August for a water damage claim on our house. We have had 1 communication with them and then 12 phone calls later, zero returned phone calls or emails.. we can't get through, recieved no check for the amount owed on the EOB from them.

  

  Business Response

  Date: 01/26/2024

  January 26, 2024
  The business responded to this complaint but has asked that its response not be published.
  

  Customer Answer

  Date: 01/26/2024

  
  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.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filled a claim for a replacement device on Friday 1/5/24 at approximately 12:00pm (claim #: ********). I called Assurant customer service on Saturday 1/6/24 and explained that I received the tracking number but there was no expected delivery date. I was told by a representative that due to the fact that I filled this claim on a Friday, I was not going to receive a replacement device until Monday 1/8/24. The representative assured me that she checked her systems and I had an expected delivery date for Monday 1/8/24. I called Assurant on Tuesday 1/9/24 and explained that I still have yet to receive my device or expected delivery date from the tracking number provided to me. The representative explained that I would receive my device later that day and that I am unable to see the expected delivery date due to the carrier not updating their systems. I did not receive my replacement device that day. I called Assurant again on Wednesday 1/10/24 and was told by a supervisor named ***** (reference #:******) that they have already started an investigation into the whereabouts of my replacement device which will take 10-14 business days and I will have to be without a device for the duration of that time. I explained that I have paid my insurance monthly on time for years, I have already paid my deductible of $*** since 1/5/24 and they are not fulfilling their services agreement which they have been compensated to do. I asked for a cancelation/refund, option to pick up in-store, alternate replacement device or some type of compensation/resolution. I was told that they do not offer resolutions or compensations, they do not offer pick up in-store and that I cannot even get a refund until their investigation was complete. It is extremely unjust, unfair and inconveniencing that I am expected to be without a phone for 15-20 days without any type of resolution/compensation although my contract agreement states a replacement will be given once the deductible has been paid.

  

  Business Response

  Date: 01/23/2024

  January 23, 2024
  
  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL 33407
  
  The business responded to this complaint but has asked that its response not be published.

  Customer Answer

  Date: 01/24/2024

  
  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 although it was not done in a timely manner.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone got damaged and filed a complaint with Assurant and they refused to replace or repair my phone. This was reported since 11/21/23. I have been calling, emailing and sending supporting documentation and the closed the file

  Customer Answer

  Date: 01/13/2024

  Thank you for your help.  I heard from Assurant  and my phone has been fixed.  I am very satisfied.   Thank you for your quick response 

  

  Business Response

  Date: 01/15/2024

  January 15, 2024
  
  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL 33407
  
  The business responded to this complaint but has asked that its response not be published.

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Assurant, I am reaching out about my ******* Care + plan that I purased for three years. My order ID is ***********. I ordered my washer & dryer on March 11, 2022. The order included ******* Care+ 3 year, install, and haul way on both units. On April 19, 2022, *** Logistics arrived to install my washer & dryer. The washer had large damage so *** installed it and advised that a replacement washer would be sent out since this one arrived damaged. The dryer was also installed with no damage. On May 10, 2022, the replacement washer was scheduled for install. When *** Logistics arrived, the replacement washer (2nd washer) was also damaged. *** advised that they would just take it back and schedule a 2nd replacement (3rd washer). The first damaged washer was left at my house. On May 25, 2022, *** arrived with the 2nd replacement (3rd washer). The washer was free of defects and was successfully installed. The 1st damaged washer was removed and taken by ***. The ******* Care+ Service plan (*********) for the washer is reflecting a different serial number and I believe this is likely the washer that was damaged & replaced. My current washer (washer #3) serial # is ***************. My current washer is indicating an expired warranty and not reflecting the ******* Care plan. I have also raised this issue with ******* Care+ over the phone many times and submitted the warranty review online and it was denied. My case reference # is ********** and **********. I need to schedule service on my washer and I am unable to do so.

  

  Business Response

  Date: 01/09/2024

  January 9, 2024
  
  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL  33407
  
  The business responded to this complaint but has asked that its response not be published.

  Customer Answer

  Date: 01/10/2024

  
  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

  Date:01/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/21/23 I filed with assurant after my phone screen broke and paid the $*** deductible. We pay for the monthly coverage on all devices without issue through ******** our cellphone provider. They shipped the package the following week which I received with the return envelope and tracking label. I dropped the phone in the supplied envelope with the label at a usps drop box that following Friday meeting the required return time of 7 days from the time we receive replacement. Today (01/01/24) I received notification from ******** that I was being charged $*** for a non returned device fee. I reached out to ******** and then assurant themselves regarding this issue. Assurant gave me the tracking number on file which says it was never dropped off. After speaking with USPS I'm in the process of trying to get the footage of myself dropping it off. They informed me packages are picked up and taken directly to be scanned and distributed. I look into assurant further and found many have had this issue with tracking numbers not corresponding some how to the package. I've been told the charge stands even though it has been months and they are just now saying the package was supposedly never received. I'm looking into pursing this further as assurant has been no help on this month's old return that is suddenly now missing. I will continue to push for resolution as I will not be paying for a phone that I returned per policy and followed correct steps and time lines.

  

  Business Response

  Date: 01/09/2024

  January 9, 2024
  
  
  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL 33407
  
  
  The business responded to this complaint but has asked that its response not be published.

  Customer Answer

  Date: 01/09/2024

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