Complaints

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:04/22/2025

  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 on my phone which I have insurance with Assurion on. They promised to send me a check on 3/31/2025 and every day I call they tell me the check is in the mail except today they says it is still pending and being reviewed. My claim # to them is ************ on phone # ************. Seems I keep getting the run around.

  Customer Answer

  Date: 04/22/2025

  The company sent my check. I guess when you contacted them they went ahead and sent it to me. Thanks for your intervention.

• Initial Complaint

  Date:04/16/2025

  Type:Product 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 March 11, 2025, I reported one of my devices stolen and filed a claim through Asurion. Due to a coverage error between my phone carrier and Asurion, the wrong device was attached to my protection plan. That issue was resolved around March 18, and a replacement phone was sent that day. I received it on March 18, but I no longer needed it because the stolen phone was recovered.I called Asurion on March 19 to request a return and was instructed to send it back via ****. I mailed the replacement device back on March 20. As of today, April 8, the return package has been sitting in *********, ** since March 30 with no movement.**** Tracking #: ********************** Despite multiple follow-up calls, including speaking with a supervisor, I have not received any written acknowledgment of my return, nor have I received a refund. Asurion claims they cannot assist until the package is processed, which is entirely out of my control. I followed their instructions, and the delay is now between **** and Asurions receiving center.I am requesting a full refund for the replacement device I returned, along with written confirmation that my return was received or will be processed.

  

  Business Response

  Date: 04/24/2025

  April 24, 2025
  
  ***** ******
  *********************************************
  *****************
  
  Re:Case # ********
  
  Dear ***** ******,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB states:
  
  On March 11, 2025, I reported one of my devices stolen and filed a claim through Asurion. Due to a coverage error between my phone carrier and Asurion, the wrong device was attached to my protection plan. That issue was resolved around March 18, and a replacement phone was sent that day. I received it on March 18, but I no longer needed it because the stolen phone was recovered. I called Asurion on March 19 to request a return and was instructed to send it back via ****. I mailed the replacement device back on March 20. As of today, April 8, the return package has been sitting in *********, ** since March 30 with no movement. **** Tracking #: ********************** Despite multiple follow-up calls, including speaking with a supervisor, I have not received any written acknowledgment of my return, nor have I received a refund.Asurion claims they cannot assist until the package is processed, which is entirely out of my control. I followed their instructions, and the delay is now between **** and Asurions receiving center. I am requesting a full refund for the replacement device I returned, along with written confirmation that my return was received or will be processed.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim of, where possible, amicably resolving your matter. According to our records, you recently filed a claim for your Apple iPhone 16 Pro Max (256GB) (the Claimed Device) under your ******* Mobile Protect Multi-Device (VMP MD) program.  VMP MD 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.
  
  You filed a claim for your lost Claimed Device for the wireless number ending in 0307.  After satisfying the required replacement deductible, on March 17, 2025, an Apple iPhone 16 Pro Max (256GB)(Replacement Device) was delivered to the provided address.  However, following receipt of the Replacement Device, the Claimed Device was located, and you subsequently returned the Replacement Device for a refund of the replacement deductible.  Unfortunately, the resolution of your claim was delayed due to an issue with the delivery of the Replacement Device to the ******************** fulfillment center.
  
  According to our records,the matter was resolved when a deductible refund was processed to your original form of payment on April 14, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you, and we appreciate the opportunity to resolve it.  Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter to improve continuously.
  
  If you have any further questions or concerns, you may contact me by email. I am available Monday through Friday between 9:00 a.m. and 4:00 p.m. CST.
  
  
  Regards,
  
  ******** *****
  Asurion,Regulatory Affairs                                                                                                      
  ***************************************************************
  

  Customer Answer

  Date: 04/25/2025

   
  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:04/16/2025

  Type:Customer Service 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.

  Title: Asurion Made Me Fight for Coverage I Paid For Review: As a paying customer and corporate call center trainer, Im shocked at how low the bar is set at Asurion. I was transferred around, hung up on, and forced to ask for a supervisor just to get basic support. My claim was denied even after providing full documentation, and Im now being forced to fill out lengthy forms just to try again. This is not customer serviceits customer exhaustion. I'm appalled and have little faith in fair resolution. Shame on Asurion

  Customer Answer

  Date: 04/16/2025

  Name of carrier ATT phone number ********** claim number 

  Service request ****** **********. I have since received notice a refund will be sent out. I suppose this resolves the issue but would still like complaint lodged as I was charged and denied service etc. 

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 have asurion device ********************** that states unlimited screen and back glass repairs. Then states $49 deductible applies. Limited to eligible devices in select areas. Newly launched device models may not be eligible for screen repair. I received this coverage when the phones were purchased and pay a monthly premium of $50. I have not previously filed any claims with Asurion and as 4/4/25. I have one pending claim for a back glass replacement for an IPhone 14 Pro. An Asurion representative then informed me that I have to pay a $275 deductible for a replacement phone because they no longer offer the coverage for that device despite continuing to bill me for a service that they will no longer provide without any notification.

  Customer Answer

  Date: 04/10/2025

  AT&T and the corresponding number is ************

  

  Business Response

  Date: 04/25/2025

  Please see Asurion's attached response.

• Initial Complaint

  Date:04/10/2025

  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 purchased my Asurion protection plan for my Avalon Water Cooler a year ago when I bought the machine. Recently, it started having issues with not cooling the water, and I noticed mold developing inside. After following the manufacturer's instructions to troubleshoot and clean the cooler, I contacted Avalon. They informed me that the issue could not be fixed and that I would need to purchase a new ******* that point, I decided to contact Asurion to utilize my warranty. After submitting my claim online on Friday, I encountered several problems. Initially, they claimed that the form was not filled out, so I resubmitted it. Then, my claim was denied without any reason given. When I reached out to an associate, I was told that the issue was due to the email I provided not matching the one used when the warranty was purchased. I corrected the email, rescanned the form, and resubmitted *******, I received another rejection, stating they needed photos of the front and back of the machine, which I provided. Then they requested a picture of the part showing the model number and serial number, which I also submitted. Today, when I called one last time to inquire about the status of my claim, they stated that there was no serial number on the machine. This is not my fault! I had the serial number from the box. I have complied with every request they made, yet I continue to encounter new reasons for the denial of my claim. It feels as though they are fabricating reasons to avoid honoring my warranty.

  Customer Answer

  Date: 04/10/2025

  My complaint is resolved.They resolved the issue internally. You can close this complaint thank you. 

• Initial Complaint

  Date:03/18/2025

  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 Feb 17th, 2025 I called **** for tec support on a used, Galaxy S22 Ultra that I received directly from **** as an Insurance replacement when my previous cellphone died after 6 plus years of gentle use. I paid $250.00 for the refurbished phone. I immediately had issues day one. After months of tec support & one or two replacement sim cards, once again I called for tec support on Feb 17th after a VERY important call failed to come through, my phone never even rung! Infuriated, I called ****. I spoke with several *** support agents to finally be routed to a supervisor named Sage. After more trouble shooting, he listened to the long list of complaints I had with the phone. Ultimately, during troubleshooting, he became aware that the static ****" letters notification that is always supposed to be in the top left of the phone were not there! I let him know I rarely see it at all in the corner of my screen. He said it was a BIG problem, meaning the phone is not properly on the network and that would continue to cause all the problems I had been having. Never fear he assured me, I was eligible for a FREE, Brand new Replacement Galaxy S22 Ultra as the one I recently received is defective. He gave me a conformation number: 0iNS-O (or zero) Y-836889. He said the phone would arrive in 4-7 days, then I needed to send the old phone back to avoid being charged. There was NOTHING more I needed to do, he says. Long story short, the phone never arrives. On March 7th I spoke to several supervisors and created a case #********. Knowing that this was going to be something that needed to be investigated, I pleaded with them to pull the recorded call I had with Mr. **** as they said the conformation number I had didn't work and no phone was being sent out to me! ******* was the head supervisor who was supposed to call me back within 24 hours but never did. What a terrible way to treat a loyal customer! I am kindly asking to receive the replacement phone I was promised. Thank you.

  

  Business Response

  Date: 03/18/2025

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

  Customer Answer

  Date: 04/01/2025

  1. the name of the cell phone carrier: At&T

  2. the associated phone number: ************

   

  3. Claim ID # if available: Sage the supervisor at At&t said my BRAND NEW Cellphone would arrive in 7 days or so, and gave me conformation number 0iNS-OY-836889 OR 0iNS-0Y-836889

   

  Thank you

  Customer Answer

  Date: 04/04/2025

  It's been over 5 days and I have gotten NO feedback from the BBB about the complaint! 

  

  Business Response

  Date: 04/14/2025

  Please review the attached document for Asurion's response to your complaint.

  Customer Answer

  Date: 04/15/2025

   
  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,
  
  ****** Sanderlin *********

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 in Jan/2025. My iPhone 16pro was stolen out of my husbands vehicle in Dec/2024 we were in the process of transferring over carriers. This device was brand new sealed in the box a Christmas gift for my husband. We were told by Asurion that there is a processing period that we would need to wait till January to file a claim. As soon as I could I filed the claim with the police report but kept getting ********* the seventh time that I was denied, I finally spoke to a supervisor that explain the reason of my denial, apparently I did not meet the terms of their conditions and they could not provide any more details. That theyll take my feedback to better the company. This whole process was very frustrating and time consuming. Ive had Asurion for years through other carries, the first time I actually need them they did not help. Instead I was told to reach out to my carrier for further assistance. Whats the point of having insurance if they wont cover you when you actually need them?!

  Customer Answer

  Date: 03/14/2025

  Carrier: Verizon

  Phone #: ************

  Recent claim #: ************

  

  Business Response

  Date: 04/11/2025

  April 11, 2025
  
  ******** ********
  629 Caravaca Dr.
  *****************
  
  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 March *******, states:
  
  I filed a claim in Jan/2025. My iPhone 16pro was stolen out of my husbands vehicle in Dec/2024 we were in the process of transferring over carriers. This device was brand new sealed in the box a Christmas gift for my husband. We were told by Asurion that there is a processing period that we would need to wait till January to file a claim. As soon as I could I filed the claim with the police report but kept getting denied. By the seventh time that I was denied, I finally spoke to a supervisor that explain the reason of my denial, apparently I did not meet the terms of their conditions and they could not provide any more details. That theyll take my feedback to better the company. This whole process was very frustrating and time consuming. Ive had Asurion for years through other carries, the first time I actually need them they did not help. Instead I was told to reach out to my carrier for further assistance. Whats the point of having insurance if they wont cover you when you actually need them?!
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  Total Equipment Coverage (***) 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***** (Asurion) is the program administrator for the Wireless Phone Protection program (***), which is a component of the *** program.  Under the terms of the *** program, if a customers wireless device is lost, stolen, damaged, or experiences a post-warranty malfunction, the customer may file a claim by calling Asurions toll-free telephone number or online at **************************************************;
  
  On December 30, 2024, you enrolled the wireless number ending in 4944 in ***, and it remains enrolled.  Following your enrollment, on January 14, 2025, Asurion sent you a Welcome Kit.  The Welcome Kit included the *** Terms and Conditions, including the *** Wireless Communications Equipment Coverage Insurance Policy ("Insurance Policy").  In addition, program brochures detailing the *** Terms and Conditions, including the Insurance Policy, are available at ******* retail locations at the time the customer decides to enroll in ***.  These materials can also be obtained at any time at the customers convenience online at ******************************************** or *************** or by calling Asurions toll-free number.
  
  The Insurance Policy includes the following information relevant to your concerns:
  
  A.COVERAGE
  2.Covered Property
  Covered Property means only the mobile wireless communications equipment as follows:
  a.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
  **** 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.  Asurion found that from December 30, 2024 to March 13, 2025, you initiated multiple claims for a stolen Apple iPhone 16 Pro (256GB) (Claimed Device) for the wireless number ending in 4944.  A review of your claims and account history determined that the claims were canceled in accordance with Additional Conditions 4.a.2. (as listed above).
  
  Following receipt of the BBB matter, we investigated your concerns and determined that the Claimed Device did not log airtime (calls, text, or data) on the wireless number ending in 4944 following enrollment or on the loss date provided (i.e., December 30, 2024).  Per the Terms and Conditions, a device is considered Covered Property when it is actively registered on the ******* Wireless account and has logged outgoing airtime after coverage became effective and immediately prior to the time of loss.  Accordingly, we cannot honor your request for a replacement device.
  
  Additionally,you stated that the Claimed Device was brand new and in a sealed box at the time it was stolen.  We wish to reiterate that in order for a device to be considered Covered Property, it must be activated on the wireless carriers network and log airtime as required by the *** Insurance Policy.  Based on your own admission, the Claimed Device did not log any airtime and, therefore, it never became the Covered Property.  Although we cannot meet your desired resolution, we will, therefore, consider this matter closed.
  
  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,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ******************************************************************
  

• Initial Complaint

  Date:03/14/2025

  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 02/22/2025 my daughter cracked the screen on her iPhone 15. I immediately filed a claim with Asurion and **** for the repair. My appointment was scheduled and confirmed for 02/26 between 5-7pm. On 02/25 Asurion rescheduled my appointment due to lack of manpower for 03/02 between 3-5pm. On 03/02 a tech showed up and refused to fix the phone due to a clerical error with the phones EIN. I was advised to call Asurion. After correcting the error, I was rescheduled for 03/05 between 5-7pm. I was advised that I had 60 days to complete the claim or Asurion would cancel the claim. On 03/04 I was advised the tech was having van issues and they needed to again, reschedule. I was rescheduled for 03/12 between 3-5pm. On 03/11 I was advised that the tech was still having van issues and I received an email requesting to reschedule. I denied the request and advised Asurion that they were failing to provide a service that is being paid for and steadily approaching a breach of contract issue. I received no response. On 03/12 I was home waiting for a tech to show up between 3-5pm as scheduled. At 4:56pm I was advised that the tech was not going to be able to make it and I needed to call Asurion to again, reschedule. Someone is in breach of contract whether it is **** or Asurion or both. This is causing issues with moving things around, missing work, skipping family events to make myself available to continue getting rescheduled. The more time that passes, the greater risk there is for further damage to the device resulting in more headache for everyone involved. I have been paying for insurance that isnt being provided and Id like to be reimbursed for every dime Ive paid into a policy and company that refuses or lacks the ability to fulfill their contractual obligations. This, of course, after repairing the device as promised and correcting internal issues to prevent this from happening again.

  

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  ****** ******
  ***************************************************************
  
  Re: Case # ********
  
  Dear ****** ******,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB),we submit the below in response.
  
  The case you filed with the BBB states:
  
  On 02/22/2025 my daughter cracked the screen on her iPhone 15. I immediately filed a claim with Asurion and AT&T for the repair. My appointment was scheduled and confirmed for 02/26 between 5-7pm. On 02/25 Asurion rescheduled my appointment due to lack of manpower for 03/02 between 3-5pm. On 03/02 a tech showed up and refused to fix the phone due to a clerical error with the phones EIN. I was advised to call Asurion. After correcting the error, I was rescheduled for 03/05 between 5-7pm. I was advised that I had 60 days to complete the claim or Asurion would cancel the claim. On 03/04 I was advised the tech was having van issues and they needed to again, reschedule.I was rescheduled for 03/12 between 3-5pm. On 03/11 I was advised that the tech was still having van issues and I received an email requesting to reschedule. I denied the request and advised Asurion that they were failing to provide a service that is being paid for and steadily approaching a breach of contract issue. I received no response. On 03/12 I was home waiting for a tech to show up between 3-5pm as scheduled. At 4:56pm I was advised that the tech was not going to be able to make it and I needed to call Asurion to again,reschedule. Someone is in breach of contract whether it is AT&T or Asurion or both. This is causing issues with moving things around, missing work,skipping family events to make myself available to continue getting rescheduled. The more time that passes, the greater risk there is for further damage to the device resulting in more headache for everyone involved. I have been paying for insurance that isnt being provided and Id like to be reimbursed for every dime Ive paid into a policy and company that refuses or lacks the ability to fulfill their contractual obligations. This, of course,after repairing the device as promised and correcting internal issues to prevent this from happening again.
  
  The desired resolution listed in your case states the following:
  
  Finish the Job.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter. According to our records, you recently filed a claim for your Apple iPhone 15 (128GB) (the Claimed Device) under your Protect Advantage for 4 (PA4) program.  PA4 is an optional device ********************** program available to AT&Ts customers and provides coverage for eligible devices in the event they are lost, stolen,damaged or experience an out of warranty malfunction.
  
  You filed a claim for your Claimed Device due to a cracked screen for the wireless number ending in 0626.  Unfortunately, the resolution of your claim was delayed due to an issue with a repair appointment expectation not being met and an issue with the International Mobile Equipment Identity (IMEI) number on the Claimed Device not matching that on the claim.
  
  According to our records, on March 28, 2025, the matter was resolved when a claim was completed for a replacement device for the cost of the repair, and the replacement device was delivered to you at the address you provided on March 31, 2025.  Therefore, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  We understand that your time is important, and again apologize for any inconvenience this delay caused you.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  Asurion,Regulatory Affairs                                                                       
  ******************************************************************
  

  Customer Answer

  Date: 04/01/2025

   
  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:03/14/2025

  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 Asurion Team,On March 8th, 2025, I have filed a lost claim for my iPhone 16 Pro Max 256GB Desert Titanium for line ************. I have submitted photo ID, signed affidavit, completed sworn statement and answered multiple choice questions from public records on your website. Once completed, it said to check in after 24 hours, however, after ********************************************************************************************************************* confirmation emails. This is my third time filing a claim and hoping to get a replacement device for my lost iphone since March 8th, 2025. As a result, I have to use my old ******* Galaxy S22 Ultra on my line to get phone calls while Asurion resolves this issue. The most recent Claim ID is: ************ With respect,Azimjon Giyasov

  

  Business Response

  Date: 04/11/2025

  April 11, 2025
  
  Azimjon Giyasov
  *******************
  ******************
  
  Re: Case # ********
  
  Dear Azimjon Giyasov,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB),we submit the below in response.
  
  The case you filed with the BBB states:
  
  Dear Asurion Team, On March 8th, 2025, I have filed a lost claim for my iPhone 16 Pro Max 256GB Desert Titanium for line ************. I have submitted photo ID, signed affidavit, completed sworn statement and answered multiple choice questions from public records on your website. Once completed, it said to check in after 24 hours, however, after ********************************************************************************************************************* confirmation emails. This is my third time filing a claim and hoping to get a replacement device for my lost iphone since March 8th, 2025. As a result, I have to use my old ******* Galaxy S22 Ultra on my line to get phone calls while Asurion resolves this issue. The most recent Claim ID is: ************ With respect, Azimjon Giyasov.
  
  The desired resolution listed in your case states the following:
  
  Replacement; Contact by the business.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter. According to our records, you recently filed a claim for your Apple iPhone 16 Pro Max (256GB) (the Claimed Device) under your Wireless Phone Protection (WPP) program.  WPP 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.   
  
  You filed a claim for your Claimed Device because it was lost for the wireless number ending in 2036.  Unfortunately, the resolution of your claim was delayed due to multiple claim denials.
  
  According to our records,the matter was resolved when a replacement device was shipped and delivered to you on March 26, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you, and we appreciate the opportunity to resolve it.  Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  
  If you have any further questions or concerns, you may 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,
  
  ******** *****
  Asurion,Regulatory Affairs                                                                       
  ***************************************************************
  

  Customer Answer

  Date: 04/14/2025

   
  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,
  
  Azimjon Giyasov

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Was promised a brand new phone when filing a claim. Received a refurbished phone

  Customer Answer

  Date: 03/28/2025

  The cell phone carrier is Verizon.

  The related phone number is *************.

  I do not have the serial number. We returned the original phone and the first refurbished phone that was sent to us by asurion. They then sent us another refurbished phone.

  

  Business Response

  Date: 04/22/2025

  Please see Asurion's attached response.