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:07/31/2022

  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.

  Asurion is running a scheme that pushes the customer to seek outside help. I pay insurance every month for all the telephones on my line for well over 10years. Last week my screen stopped working out the blue. I immediately went to ******* and they let me know that my screen is damaged and asurion would have to help. I used their business telephone to call asurion, after 45 minutes of being waiting a rep connected me back to *******'s customer service. This went back and forth from 12pm- the time both companies closed so I was forced to wait. I lost out on so much business not being able to contact anyone back. the next day after having to show outward frustration a supervisor at ******* finally got in touch with someone at asurion who made an appointment for a technician to come repair my screen the following day between 5-7pm. I starred at my phone the entire time anxiously waiting for someone to come to my business. At 703pm I called asurion and the y said the techinician called me and I did not answer which is completely untrue. I even got my call records from ******* to show. Coincidently, a family member of mine overheard my complaint and she was going through the EXACT same issue with this company. Her phone works sometime and sometimes it doesnt, a technician from asurion was supposed to come to her house that very same day and didnt!!!! The representative told me the best she can do is have a technician come out to me in SIX DAYS!!! Furious I demanded to speak to a supervisor, she told me that they're just going to tell me the same thing. I ended up having to go to ******* that night with 9mins until closing time and buy a brand new phone because I was missing out on so much business not being able to follow up on message. I want to refunded for each dollar I pair towards the insurance of my ****** with asurion as they have NEVER fixed any repair I was entitled to under the terms of my contract, otherwise I can file a civil claim through the courts.

  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/29) */ August 29, 2022 ***********************************************************************************************, 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 July 31, 2022, states: "Asurion is running a scheme that pushes the customer to seek outside help. I pay insurance every month for all the telephones on my line for well over 10years. Last week my screen stopped working out the blue. I immediately went to ******* and they let me know that my screen is damaged and asurion would have to help. I used their business telephone to call asurion, after 45 minutes of being waiting a rep connected me back to *******'s customer service. This went back and forth from 12pm- the time both companies closed so I was forced to wait. I lost out on so much business not being able to contact anyone back. the next day after having to show outward frustration a supervisor at ******* finally got in touch with someone at asurion who made an appointment for a technician to come repair my screen the following day between 5-7pm. I starred at my phone the entire time anxiously waiting for someone to come to my business. At 703pm I called asurion and the y said the techinician called me and I did not answer which is completely untrue. I even got my call records from ******* to show. Coincidently, a family member of mine overheard my complaint and she was going through the EXACT same issue with this company. Her phone works sometime and sometimes it doesnt, a technician from asurion was supposed to come to her house that very same day and didnt!!!! The representative told me the best she can do is have a technician come out to me in SIX DAYS!!! Furious I demanded to speak to a supervisor, she told me that they're just going to tell me the same thing. I ended up having to go to ******* that night with 9mins until closing time and buy a brand new phone because I was missing out on so much business not being able to follow up on message. I want to refunded for each dollar I pair towards the insurance of my ****** with asurion as they have NEVER fixed any repair I was entitled to under the terms of my contract, otherwise I can file a civil claim through the courts." The desired resolution listed in your case states the following: "Refund." Response: Asurion Insurance Services, Inc. ("Asurion") is the program administrator for the Wireless Phone Protection ("WPP") program, which provides coverage for eligible devices that are lost, stolen, or damaged. Under the terms of the WPP program, if a customer's wireless device is lost, stolen or damaged, the customer may file a claim by calling Asurion's toll-free telephone number or online at www.phoneclaim.com/*******. Our records reflect that on December 10, 2019, you enrolled your wireless number ending in **** in WPP program. On July 21, 2022, you opted to cancel the WPP-only coverage and instead, enrolled the wireless number ending in **** in the ******* Mobile Protect program ("VMP"). VMP includes WPP, and also includes ******* Extended Warranty and technical support. The line ending **** remains enrolled in VMP. WPP is the program you were enrolled in at the time of your claim. In reviewing your claim history, Asurion confirmed that on July 21, 2022, a claim was initiated for an ***** ****** XR (64GB) ("Claimed Device"), which had a cracked screen. During the claim, you accepted the remote tech screen repair option in which a repair technician would come out to your home (or another preferred location) to complete the screen repair. However, you reported that the technician was a no-call/no-show. Following receipt of the BBB matter, Asurion reviewed the service notes, and determined that a message was left on the wireless number ending in **** instructing you to contact Asurion to reschedule the repair. We sincerely apologize if the message was not received. When you later contacted Asurion regarding the no-call/no-show, Asurion attempted to assist with rescheduling the repair, but you disconnected the call and opted to purchase a new replacement device outside of the WPP program. Regarding your request for a refund of insurance premiums, Asurion is unable to refund the insurance premiums you paid since you received insurance coverage under the WPP program in exchange for those payments. 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. If I can be of further assistance regarding this matter, please do not hesitate to contact me directly. I am available by email Monday through Friday between the hours of 9:00am to 4:00pm CST. Regards, *** ********** Senior Writer Asurion ***********@asurion.com www.asurion.com

• Initial Complaint

  Date:07/29/2022

  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 had an issue with my last phone claim with them taking several months to get someone scheduled for repair. I scheduled a repair on my new phone two days ago. The technician shows up today and tells me he can't fix my phone because the back had a slight Crack at a corner. I don't understand the point of this insurance if it takes months or they just deny fixing it. I should have to pay the replacement deductible every time something small happens to the phone. ***********************************

  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/29) */ August 29, 2022 ********************************************************************************************, 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 July 29, 2022, states: "I had an issue with my last phone claim with them taking several months to get someone scheduled for repair. I scheduled a repair on my new phone two days ago. The technician shows up today and tells me he can't fix my phone because the back had a slight Crack at a corner. I don't understand the point of this insurance if it takes months or they just deny fixing it. I should have to pay the replacement deductible every time something small happens to the phone. Claim *****************************." The desired resolution listed in your case states the following: "Asurion needs to refund any and all payments I have made to them through verizon or fix this phone." Response: ******* Mobile Protect ("VMP") is an optional device protection 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 VMP and provides coverage for loss, theft and damage. In addition to the WPP insurance coverage, VMP includes ******* Extended Warranty ("EW") protection, which is a ******* service contract that provides coverage in the event the customer's device experiences a malfunction or defect after the manufacturer's warranty has expired. Program brochures detailing the Terms and Conditions of the insurance program policy are available at ******* retail locations at the time a customer decides to enroll in the insurance program. Program details can also be obtained at any time at the customer's convenience online at www.phoneclaim.com/verizon, www.verizon.com or by calling Asurion's toll-free number. In addition, Asurion records reflect that in 2016, upon your enrollment in the program, you were sent a Welcome Letter, which included the program terms and conditions. Thereafter, in 2018, 2019, and 2021, you were sent a Program Change Notice that also included the Terms and Conditions of the VMP program, including a copy of the Wireless Communications Equipment Coverage Insurance Policy. The Program Brochure, as well as the program materials, detailing the Terms and Conditions of the VMP program includes the following information relevant to your case with respect to cracked screen repair: ³ Smartphones that only have a cracked front screen are eligible; damage beyond a front cracked screen is not eligible for cracked screen repair. Available in select locations, which are subject to change at any time. Availability of same-day repair depends on criteria such as claim approval time and technician availability, and is subject to parts availability. Repairs are performed by an Asurion certified technician and come with a 12-month warranty. Visit phoneclaim.com/verizon to check current device eligibility. Eligibility determined at time of insurance claim approval. This benefit is provided by Wireless Phone Protection. The terms and conditions of the insurance program state the following regarding the concerns listed in your case: F. OUR DUTIES IN EVENT OF LOSS 1. When We Repair or Replace If a claim is made, we or Asurion Insurance Services, Inc. will notify the Insured of Asurion Insurance Services, Inc.'s assessment of the claim within 10 days after we or Asurion Insurance Services, Inc. receives all the information requested from the Insured presenting the claim. Repair or replacement of the lost or damaged Covered Property will be done within 30 days after the Insured, or his or her designee has complied with all the terms of the policy, and we have agreed with the Insured about the repair or replacement. The cracked screen repair option allows eligible devices to be repaired through an authorized service center or through an authorized remote technician for a $29 non-refundable cracked screen repair deductible. The availability of screen repair is limited. As stated above, smartphones that only have a cracked front screen are eligible for repair. Damage to a smartphone's back glass results in ineligibility. However, if the repair option is not available, customers are still eligible for a replacement; however, the applicable replacement deductible is required to proceed with the claim. 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 July 27, 2022, you initiated an online insurance claim for a ******* ****** S22 Ultra 512GB ("Claimed Device") for the wireless number ending in 4330 with a cracked screen. During the claim process, you opted to have the device repaired at a repair center. Upon inspection of the Claimed Device, you were informed that your device was not eligible for the cracked screen repair option due to additional damage to the back glass, and the replacement option, which would require the standard replacement deductible, was offered in accordance with the terms and conditions stated above. On July 29, 2022, you filed a new claim online for the replacement of the Claimed Device and you accepted the terms of the claim; agreed to the replacement device, provided the shipping address, and paid the deductible by debit/credit card. On August 1, 2022, the replacement device was delivered to the provided shipping address. Therefore, we will consider this matter resolved. Regarding your request for a refund of all premiums paid, Asurion will not honor your request because you received insurance coverage in exchange for the premiums paid. The policy guidelines Asurion is following have been explained in this letter. Please note that insurance coverage is entirely optional and can be canceled anytime without penalty for a prorated refund of your monthly fee. Regards, ************** Junior Writer, Regulatory Complaints Email***************@asurion.com

• Initial Complaint

  Date:07/28/2022

  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.

  On July 25th my wife lost her phone at work while dealing with a patient, well I filed a claim and it was denied because I didn't suspend the line is what a agent told me . I filed several claims due to the fact that asurion agent advised me of several ways that I didn't file the right information, the last filed claim was denied and the agent told me that it didn't fall within the terms and conditions of the insurance, and they couldn't tell me what it was but only that it didn't fall within the terms and conditions, but there agents said I did , the denial came from there underwriter , I'm not understanding how is that possible and no one can explain

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/24) */ August 24, 2022 *****************************************************************************************, In regards to the above-referenced case that you filed with the Better Business Bureau ("BBB"), we submit the below in response. The case you filed with the BBB on July 28, 2022, states: "On July 25th my wife lost her phone at work while dealing with a patient, well I filed a claim and it was denied because I didn't suspend the line is what a agent told me . I filed several claims due to the fact that asurion agent advised me of several ways that I didn't file the right information, the last filed claim was denied and the agent told me that it didn't fall within the terms and conditions of the insurance, and they couldn't tell me what it was but only that it didn't fall within the terms and conditions, but there agents said I did , the denial came from there underwriter, I'm not understanding how is that possible and no one can explain..." The desired resolution listed in your case states the following: "Replacement; Refund." 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 protection program available to **** customers that provides coverage for one eligible wireless device in the event that it is lost, stolen, damaged, or experiences a post-warranty malfunction. Customers can file a claim by calling Asurion's toll-free number at 1-888-562-8662, or by going online at www.phoneclaim.com/att. Our records confirm that on June 10, 2022, you enrolled the wireless number ending in **** in the PA1 program, and it remains enrolled. Following enrollment in the PA1 program, on June 17, 2022, you were sent a Welcome Letter, which provided access to the PA1 terms and conditions and the Coverage Certificate. 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/device-protection prior to enrolling in the program or initiating a claim (or at any other time). On August 10, 2022, PA1 was canceled, and the wireless number ending in **** is no longer enrolled in the PA1 program. The PA1 terms and conditions state the following regarding the matter: 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 Provider's network on the Date of Loss and have logged airtime prior to the Date of Loss. 2. We must designate the Covered Property as eligible for coverage. 3. You must not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program. 4. You must not have met the aggregate limit (See Section II.B. AGGREGATE LIMIT) under any CNA coverage certificate issued to you by your Service Provider within the previous twelve (12) consecutive months of your request for this coverage. 5. You must not be in breach of any material term of this Certificate, including, but not limited to, failure to return the claimed Covered Property as directed, or failure to satisfy the required deductible. In reviewing your claim history, we confirmed that on July 28, 2022, you initiated a claim for a damaged ***** ****** 13 Pro Max (128GB) for the wireless number ending in ****. The loss date reported was July 28, 2022. After reviewing your claims and account history, we determined that the claim was denied in accordance with the Eligibility and Cancellation section detailed above. Please note that the specific reasons or details for the denial cannot be provided to any customer since it could provide information on obtaining unwarranted claim approval. Based on the above, we believe the denial of your claim for the wireless number ending in **** was appropriate. We are happy to review any additional information you may have to support your claim, but at this time, we are unable to approve your claim based on the information available to 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 9:00am to 4:00pm CST. Regards, *** **********, Senior Writer Asurion ***********@asurion.com www.asurion.com

• Initial Complaint

  Date:07/27/2022

  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.

  My carrier is ******* Wireless and I have a ****** 3. Asurion insurance covers the glass on the front, but not the back of the device. My phone intermittently gets too hot on the earpiece portion, so I dropped it on accident. Because the glass is cracked in the corner, I can't have ******* replace the defective device. When I called Asurion, they stated that only the front glass is covered. Asurion or ******* didn't state at initial purchase, that some of the phone was covered, they said all of it was covered. Furthermore, as a cell phone company: Why would ******* allow partial coverage on $1000 phone?

  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/26) */ August 26, 2022 *****************************************************************************************************, 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 July 27, 2022, states: "My carrier is ******* Wireless and I have a ****** 3. Asurion insurance covers the glass on the front, but not the back of the device. My phone intermittently gets too hot on the earpiece portion, so I dropped it on accident. Because the glass is cracked in the corner, I can't have Samsung replace the defective device. When I called Asurion, they stated that only the front glass is covered. Asurion or ******* didn't state at initial purchase, that some of the phone was covered, they said all of it was covered. Furthermore, as a cell phone company: Why would ******* allow partial coverage on $1000 phone?" Response: ******* Mobile Protect ("VMP") is an optional device protection 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 VMP and provides coverage for loss, theft and damage. In addition to the WPP insurance coverage, VMP includes ******* Extended Warranty ("EW") protection, which is a ******* service contract that provides coverage in the event the customer's device experiences a malfunction or defect after the manufacturer's warranty has expired. On September 21, 2021, you enrolled the wireless number ending in **** in VMP. Asurion records reflect that on October 21, 2021, you were sent a Welcome Kit that included the Terms and Conditions of the VMP program, including a copy of the Wireless Communications Equipment Coverage Insurance Policy. Program brochures detailing the Terms and Conditions of the insurance program policy are available at ******* retail locations at the time a customer decides to enroll in the insurance program. Program details can also be obtained at any time at the customer's convenience online at www.phoneclaim.com/*******, www.*******.com or by calling Asurion's toll-free number. The Program Brochure detailing the Terms and Conditions of the VMP program includes the following information relevant to your case with respect to cracked screen repair: ³ Smartphones that only have a cracked front screen are eligible; damage beyond a front cracked screen is not eligible for cracked screen repair. Available in select locations, which are subject to change at any time. Availability of same-day repair depends on criteria such as claim approval time and technician availability, and is subject to parts availability. Repairs are performed by an Asurioncertified technician and come with a 12-month warranty. Visit phoneclaim.com/******* to check current device eligibility. Eligibility determined at time of insurance claim approval. This benefit is provided by Wireless Phone Protection. The brochure also contains a copy of the insurance terms and conditions, and specifically, a generalized description of the Wireless Communications Equipment Coverage Insurance Policy. The terms and conditions of the insurance program state the following regarding the concerns listed in your case: F. OUR DUTIES IN EVENT OF LOSS 1. When We Repair or Replace If a claim is made, we or Asurion Insurance Services, Inc. will notify the Insured of Asurion Insurance Services, Inc.'s assessment of the claim within 10 days after we or Asurion Insurance Services, Inc. receives all the information requested from the Insured presenting the claim. Repair or replacement of the lost or damaged Covered Property will be done within 30 days after the Insured, or his or her designee has complied with all the terms of the policy, and we have agreed with the Insured about the repair or replacement. The cracked screen repair option allows eligible devices to be repaired through an authorized service center or through an authorized remote technician for a $29 non-refundable cracked screen repair deductible. The availability of screen repair is limited. As stated above, smartphones that only have a cracked front screen are eligible for repair. Damage to a smartphone's back glass results in ineligibility. However, if the repair option is not available, customers are still eligible for a replacement; however, the applicable replacement deductible is required to proceed with the claim. 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 March 7, 2022, you initiated an online insurance claim for a Samsung Galaxy ******3 5G 128GB ("Claimed Device") for the wireless number ending in **** with a cracked screen. During the claim process, you were informed that your device model was not eligible for the cracked screen repair option due to additional damage and the replacement option was offered in accordance with the terms and conditions stated above. To date, the replacement claim has not been completed. If you would like to complete your claim and receive a replacement, please feel free to visit our website at https://www.phoneclaim.com/*******/ or by contacting our claims department at 1-888-881-2622. Please note that the claim must be completed within 180 days of the reporting date, March 7, 2022. The policy guidelines Asurion is following have been explained in this letter. Please note that insurance coverage is entirely optional and can be canceled anytime without penalty. Regards, ************** Junior Writer, Regulatory Complaints Email **************@asurion.com

• Initial Complaint

  Date:07/27/2022

  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.

  They sent me out a phone that does work and all my claims get denied and it's two months now I have the phone that doesn't work and I paid a very high bill to *** and asurion isn't doing anything on their end to replace the phone they had send me

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 6, 2022/08/26) */ August 26, 2022 **************************************************************************************, 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 July 27, 2022, states: "They sent me out a phone that does work and all my claims get denied and it's two months now I have the phone that doesn't work and I paid a very high bill to *** and asurion isn't doing anything on their end to replace the phone they had send me" Response: Asurion Protection Services, LLC ("Asurion") is the licensed insurance agent and claims administrator for the***** Protect Advantage for Business for 1 ("PA1") program, which is an optional program available to*****'s postpaid customers. The PA1 program is underwritten by Continental Casualty Company, which is one of the CNA underwriting companies. Under the terms of the PA1 program,***** customers can protect an eligible device in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturer's warranty has expired. Our records indicate that on June 3, 2022, the wireless account enrolled in PA1. On June 11, 2022, you upgraded the PA1 coverage to the Protect Advantage for Business for 4 (PA4) before terminating the coverage on June 12, 2022. Key program disclosures are provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at www.phoneclaim.com/*** prior to enrolling in the program or initiating a claim (or at any other time). The Coverage Certificate states the following regarding your complaint: 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 Provider's network on the Date of Loss and have logged airtime prior to the Date of Loss. 2. We must designate the Covered Property as eligible for coverage. 3. You must not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program. 4. You must not have met the aggregate limit (See Section II.B. AGGREGATE LIMIT) under any CNA coverage certificate issued to you by your Service Provider within the previous twelve (12) consecutive months of your request for this coverage. 5. You must not be in breach of any material term of this Certificate, including, but not limited to, failure to return the claimed Covered Property as directed, or failure to satisfy the required deductible. Following the receipt of this m***er, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the m***er. Asurion determined that your claims were properly denied. We investigated your account activity and determined several wireless claims were opened with related unusual claim activity. Therefore, your claims were denied in accordance with Section VI. Eligibility and Cancellation, subsection C (as noted above). Please note that more specific details cannot be provided as this would compromise the integrity of our insurance program's systems and controls. We are happy to review any additional information you have to support your claim, but at this time we are unable to approve your claim based on the information available to us. Regards, ************** Junior Writer, Regulatory Complaints Email **************@asurion.com

• Initial Complaint

  Date:07/27/2022

  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 lost phone claim for the first time with this company on 7/17/2022 and they immediately denied it and stated "evidence of insurance not being used as intended." I spoke with ***** in the office of the CEO in Nashville, TN who did absolutely nothing but kept stating she can request another review from the "advance team" she would not provide a number or name to anyone in that department she spoke with. I refiled the claim again and Asurion flat denied it once again for no reason given. The only communication I had with them is over the phone. They sent nothing in writing not even for the denials. I included the affidavit, ID, and proof of purchase. We had coverage since early July and on 7/17 I lost my phone at the airport. The coverage documents we have through ******* CLEARLY stated theft and loss are covered immediately. I got fed up with this and purchased a phone outright from ******* for $1199.99. I filed a final claim ************ for indemnity purposes and the principal. This is not a favor, this is something this company is CONTRACTED to do in the event of a loss. I wanted proof they refused because they have no reason to deny this claim other than they don't want to replace the phone. I am requesting my phone be replaced with a BRAND NEW device due to the inconvenience and despicable level of customer service we received. because we have coverage and I want Asurion to reimburse me for the $1199.99 I spent and shouldn't have had to spend because of their refusal to operate according to the contract. I intend to take this to small claims and file a complaint with the Texas Department of Licensing and Regulation. Asurion has no history whatsoever for these baseless claims they just don't want to honor their end of the contract and that's not acceptable.

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/26) */ August 26, 2022 ******************************************************************************************** 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 July 27, 2022, states: "I filed a lost phone claim for the first time with this company on 7/17/2022 and they immediately denied it and stated "evidence of insurance not being used as intended." I spoke with ***** in the office of the CEO in Nashville, TN who did absolutely nothing but kept stating she can request another review from the "advance team" she would not provide a number or name to anyone in that department she spoke with. I refiled the claim again and Asurion flat denied it once again for no reason given. The only communication I had with them is over the phone. They sent nothing in writing not even for the denials. I included the affidavit, ID, and proof of purchase. We had coverage since early July and on 7/17 I lost my phone at the airport. The coverage documents we have through ******* CLEARLY stated theft and loss are covered immediately. I got fed up with this and purchased a phone outright from ******* for $1199.99. I filed a final claim ************ for indemnity purposes and the principal. This is not a favor, this is something this company is CONTRACTED to do in the event of a loss. I wanted proof they refused because they have no reason to deny this claim other than they don't want to replace the phone. I am requesting my phone be replaced with a BRAND NEW device due to the inconvenience and despicable level of customer service we received. because we have coverage and I want Asurion to reimburse me for the $1199.99 I spent and shouldn't have had to spend because of their refusal to operate according to the contract. I intend to take this to small claims and file a complaint with the Texas Department of Licensing and Regulation. Asurion has no history whatsoever for these baseless claims they just don't want to honor their end of the contract and that's not acceptable." The desired resolution listed in your case states the following: "Refund; Refund; Replacement." Response: ******* Mobile Protect Multi-Device ("VMP MD") is an optional device protection 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 coverage ("WPP"), which is a component of the VMP MD program that, along with insurance coverage, includes extended warranty coverage and technical support. Customers enrolled in VMP MD can file a claim by calling Asurion's toll-free number or going online at www.phoneclaim.com. Our records reflect that on July 5, 2022, the primary account holder,*************** (the "Insured") enrolled his ******* account in the VMP MD program, and it remains enrolled. Following enrollment in VMP MD, on July 15, 2022, a Welcome Letter was sent to the Insured, which included a copy of the program's terms and conditions, including the Wireless Communications Equipment Coverage Insurance Policy. Program terms and conditions, including the Wireless Communications Equipment Coverage Insurance Policy, are available to customers prior to enrollment and sent to customers following their enrollment. Program details can also be obtained at any time at the customer's convenience online at www.phoneclaim.com/*******, www.*******.com or by calling Asurion's toll-free number. The terms and conditions of the VMP MD program relevant to the matter is set forth below: G. ADDITIONAL CONDITIONS 4. Eligibility a. To be eligible for coverage you must 1. be a valid, active and current subscriber of the Wireless Service Provider or an approved user of a mobile 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. In reviewing your claim history, Asurion confirmed that between July 17, 2022 and August 3, 2022, after validating the ******* account, you filed multiple claims for a lost ******* ****** S22 Ultra 5G (128GB) ("Claimed Device") for the wireless number ending in ****. We note that you provided different loss dates (i.e., July 16, 2022, July 17, 2022, July 29, 2022, July 31, 2022, and August 2, 2022) across the multiple claims you filed. A review of your claims and account history determined that your claims were denied in accordance with Additional Conditions 4.a. (as listed above). Please note that the specific reasons or details for a cancelation under Additional Conditions 4.a. cannot be provided to any customer since it could provide information on obtaining unwarranted claim approval. Based on the above, we believe the denials of your claims were appropriate. We are happy to review any additional information you may have to support your claim, but at this time, we are unable to approve your claim based on the information available to us. The policy guidelines Asurion adhered to regarding your concerns have been explained in this letter. Please feel free to contact me if you have any other concerns or questions. I am available by email Monday through Friday from the hours of 9:30am to 4:00pm CST. Regards, *** ********** Senior Writer Asurion ***********@asurion.com www.asurion.com

• Initial Complaint

  Date:07/25/2022

  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 X-XX-XXXX I created a claim for phone number ending in ****. (Current Claim ID: ************) Multiple issues and canceled claims from reps putting the wrong device, wrong address, or just canceled them with no explanation. Each time I would do a claim there would be a $250 pending hold with my bank but no phone. At one time I had a $500 hold but no phone. The first time the money was put back in my acct after of few days of speaking with Asurion, but the second time it took close to two weeks. My bank states they never released the hold. On July 9 my claim was finally approved after opening yet another claim. I ran into issues with that claim also (the rep put the wrong model on the claim), but after paying the $250 this time I received a phone. The phone I got has a black spot/dead pixel on the screen. I created a new claim on July 14. On July 17, I received an email to call in about my claim. For whatever reason, the system is not allowing them to send out a replacement device. They keep getting an error. The rep had to do a manual claim but still received an error. I keep getting different answers about why that manual claim was canceled or denied. But finally, someone said it was denied due to the missing address the rep forgot to put on it. I called back on July 20, and they verified my address, and I was told I would get the phone on Friday, July 22. When I didn't get my tracking number on July 21st, I figured something else was wrong and called back. The rep ******** I spoke to said they couldn't figure out why they are getting the error, so they opened another claim and did a live review to get that claim approved on the spot. She told me she would call me back on Friday the 22nd but didn't, and she also didn't detail notes like she said she was. Some of the reps are nice and helpful, but a lot don't listen, and some don't leave notes on what happened, so I have to explain the issue multiple times which is annoying. Uploading the rest due to the limit.

  

  Business Response

  Date: 08/17/2022

  Consumer Response /* (2010, 6, 2022/08/11) */ The resolved my issue by sending me a check since they were unable to send a replacement phone.

• Initial Complaint

  Date:07/25/2022

  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.

  November 2021 I stopped using my ****** 6 so I can give this phone to my 8 year old daughter for the holidays. She rides the bus home from school and I can't get ahold of her if the bus is late or if she missed the bus. I worry since her bus stop is on a very busy road. December 2021 I added her phone line with **** and they said she will have an unlimited plan like myself except won't have hotspot. Then July 13, 2022 I called **** about her policy and ******** said she doesn't have insurance but can be added with an over ride for an extra 14.00 a month. I was upset that I pay 8.95 and it's 14.00 for her phone. They said well that's what is offered right now. Then on 7/15/2022 I made a claim because my daughter that is 9 couldn't find her phone and needed it for camp on Monday morning. ***** from Asurion claim ************ said no worries. Then the claim was denied because there was no usage. She is 9 and doesn't use her phone every day. Look at her use age history for the past month. There is not much at all. 7/22/2022 I went to the***** store for them to put a new sim card into another ****** 6 that I had at home and they couldn't get it work and told me to make this claim with Asurion. Again Asurion denied this for suspicious activity and/or terms and conditions not being met. Because my daughter can't find her phone! The problem is that you pay***** for the insurance although the insurance is with Asurion and they keep telling me to call the other one.

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 8, 2022/08/25) */ August 25, 2022 **************************************************************************************** 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 July 25, 2022, states: "November 2021 I stopped using my ****** 6 so I can give this phone to my 8 year old daughter for the holidays. She rides the bus home from school and I can't get ahold of her if the bus is late or if she missed the bus. I worry since her bus stop is on a very busy road. December 2021 I added her phone line with***** and they said she will have an unlimited plan like myself except won't have hotspot. Then July 13, 2022 I called **** about her policy and ******** said she doesn't have insurance but can be added with an over ride for an extra 14.00 a month. I was upset that I pay 8.95 and it's 14.00 for her phone. They said well that's what is offered right now. Then on 7/15/2022 I made a claim because my daughter that is 9 couldn't find her phone and needed it for camp on Monday morning. ***** from Asurion claim ************ said no worries. Then the claim was denied because there was no usage. She is 9 and doesn't use her phone every day. Look at her use age history for the past month. There is not much at all. 7/22/2022 I went to the **** store for them to put a new sim card into another ****** 6 that I had at home and they couldn't get it work and told me to make this claim with Asurion. Again Asurion denied this for suspicious activity and/or terms and conditions not being met. Because my daughter can't find her phone! The problem is that you pay **** for the insurance although the insurance is with Asurion and they keep telling me to call the other one." Response: Asurion Protection Services, LLC ("APS") is the licensed insurance agent and claims administrator for the **** Protect Advantage for 1 ("PA1") program, which is an optional plan available to ****'s postpaid customers. Under the terms of the PA1 program, **** customers can protect one (1) eligible device in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturer's warranty has expired. On July 13, 2022, you enrolled the wireless number ending in **** in PA1. Following enrollment in PA1, on July 15, 2022, Asurion sent a Welcome Letter which included a copy of the Coverage Certificate. The PA1 Coverage Certificate fully outlines the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures. Key program disclosures are provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at www.phoneclaim.com/att prior to enrolling in the program or initiating a claim (or at any other time). The PA1 Coverage Certificate states the following regarding your complaint: 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 Provider's network on the Date of Loss and have logged airtime prior to the Date of Loss. IX. 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 Provider's 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 Manufacturer's 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. Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Our records indicate that on July 15, 2022, you filed a lost claim for an ***** ****** 6 64GB for the wireless number ending in **** with a loss date of July 15, 2022. However, **** wireless records confirmed that the Claimed Device did not log airtime on the enrolled wireless number ending in **** immediately prior to the time of loss. Per the Coverage Certificate, a device is considered "Covered Property" when it is actively registered on ****'s network and has logged airtime. Because your Claimed Device for the wireless number ending in **** did not log any airtime, it is not considered Covered Property. However, our records indicate that on July 26, 2022, a new claim for the lost Claimed Device was submitted and approved, and the $100 replacement deductible was applied to your wireless bill. On July 27, 2022, the replacement ***** ****** 11 64GB was delivered to you. Therefore, we consider this matter resolved. Regards, ************** Junior Writer, Regulatory Complaints Email **************@asurion.com

• Initial Complaint

  Date:07/22/2022

  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 a contract through *** now going on 2 years and I ordered 4 phones for my step children and before we could give them to my stepchildren they were stolen from my home. Asuiron approved my claims and then in turn denied them before shipping out new phones. They are denying my claim due to no usage. Only reason they weren't used is because we hadn't gifted them yet to my stepchildren. Please help me with this problem I have never ever filed a claim with assurion and to be honest I think this situation is very unfair.

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/19) */ August 19, 2022 ***************************************************************************************************, 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 July 22, 2022, states: "I have a contract through *** now going on 2 years and I ordered 4 phones for my step children and before we could give them to my stepchildren they were stolen from my home. Asuiron approved my claims and then in turn denied them before shipping out new phones. They are denying my claim due to no usage. Only reason they weren't used is because we hadn't gifted them yet to my stepchildren. Please help me with this problem I have never ever filed a claim with assurion and to be honest I think this situation is very unfair." The desired resolution listed in your case states the following: "Repair; I would like replacements devices if possible please" Response: Asurion Protection Services, LLC ("Asurion") is the licensed insurance agent and claims administrator for the **** Protect Advantage for 4 ("PA4") program, which is an optional program available to ****'s postpaid customers. The PA4 program is underwritten by Continental Casualty Company, which is one of the CNA underwriting companies. Under the terms of the PA4 program, **** customers can protect up to four (4) eligible devices in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturer's warranty has expired. Our records indicate that on November 5, 2021, the wireless account enrolled in PA4. Following enrollment, a Welcome Letter which included a copy of the Coverage Certificate was emailed on November 8, 2021. The Coverage Certificate fully outlines the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures. Key program disclosures are provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at www.phoneclaim.com/*** prior to enrolling in the program or initiating a claim (or at any other time). The Coverage Certificate states the following regarding your complaint: VII. ELIGIBILITY AND CANCELLATION. C. To be and remain eligible for coverage: 1. You must have activated communications service directly with your Service Provider and be a valid, active and current subscriber of your Service Provider to be covered under the policy. Covered Property must be actively registered on the Service Provider's network on the Date of Loss and have logged airtime prior to the Date of Loss. 2. The Covered Property must be designated by us and eligible for coverage under this Certificate. Eligibility may be limited to new equipment that has not been previously activated for service. 3. You must not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program. 4. You must not be in breach of any material term of this Certificate, including, but not limited to: Failure to return damaged Covered Property when requested in conjunction with a Loss; or, failure to satisfy the required deductible on a Loss. IX. Definitions F. "Covered Property" as used in this Certificate means: One Anchor and up to three Non-Anchor device(s) as follows: a. Anchor device is one Connected smartphone, feature phone, Mifi, air card, tablet, or other similar device ("portable electronic device") owned or leased by you, or for which you are otherwise financially responsible, and eligible for the program provided by the Service Provider. b. Non-Anchor devices are three of the following: i. Connected smart phones, feature phones, Mifi's, air cards, or other similar device ("portable electronic device") on the same account as the Anchored device that are owned or leased by you, or for which you are otherwise financially responsible; and ii. Connected or Non-Connected laptops and tablets that have a Windows Vista, OS X, Android, iOs or newer operating system and are eligible devices under the program; The Connected smart phones, feature phones, Mifi's, tablets or air cards that are Covered Property must be actively registered on the Service Provider's network and have logged airtime after enrollment. . . Following the receipt of this m***er, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the m***er. Asurion determined that your claims for four (4) stolen ***** i******, were properly denied. We investigated your account activity and determined several wireless claims were opened with related unusual claim activity. Therefore, your claims were denied in accordance with Section VII. Eligibility and Cancellation, subsection C (as noted above). Please note that the more specific details cannot be provided as this would compromise the integrity of our insurance program's systems and controls. We are happy to review any additional information you have to support your claim, but at this time we are unable to approve your claim based on the information available to us. Regards, ************** Junior Writer, Regulatory Complaints Email **************@asurion.com

• Initial Complaint

  Date:07/21/2022

  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.

  My phone started malfunctioning I'm early June of this year. I was promoted to mail my phone off for repair. It's four weeks later and my phone isn't at the repair center for ******* or anywhere else for that matter. I have filed three claims to replaced my phone since I pay for insurance but they were all denied and they only reason it keeps saying is the phone isn't active on my account. I'm paying for insurance that I can't use.

  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/16) */ August 16, 2022 ***************************************************************************************** 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 July 21, 2022, states: "My phone started malfunctioning I'm early June of this year. I was promoted to mail my phone off for repair. It's four weeks later and my phone isn't at the repair center for ******* or anywhere else for that matter. I have filed three claims to replaced my phone since I pay for insurance but they were all denied and they only reason it keeps saying is the phone isn't active on my account. I'm paying for insurance that I can't use." The desired resolution listed in your case states the following: "Replacement" Response: Asurion Protection Services, LLC ("APS") is the licensed insurance agent and claims administrator for the **** Protect Advantage for 1 ("PA1") program, which is an optional plan available to ****'s postpaid customers. Under the terms of the PA1 program, **** customers can protect one (1) eligible device in the event of loss, theft, damage, or mechanical or electrical failure after the manufacturer's warranty has expired. On August 26, 2021, you enrolled the wireless number ending in **** in PA1. Following enrollment, a Welcome Letter which included a copy of the Coverage Certificate was emailed on October 11, 2021. The Coverage Certificate fully outlines the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures. Key program disclosures are provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at www.phoneclaim.com/att prior to enrolling in the program or initiating a claim (or at any other time). The Coverage Certificate fully outlines the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures. The Coverage Certificate states the following regarding your complaint: IX. DEFINITIONS. D. "Covered Property" as used in this Certificate 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 Provider's 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 Manufacturer's 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. Wireless telephone incudes its standard battery which will be included with the replacement device if part of a covered Loss to your wireless telephone and if your eligible wireless telephone powers on and the battery fails to maintain an adequate charge after diagnostic testing by our Authorized Service Facility, we will complete this Mechanical or Electrical Failure claim by repairing the eligible wireless telephone by replacing the battery; 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. Following your enrollment in PA1, on June 9, 2022, you filed an online claim for a malfunctioning ******* ****** Z Flip3 5G 256GB ("Covered Property"). Upon reviewing the information you provided, Asurion determined that the adjusters correctly denied your claim because the Covered Property was not the model in use on the wireless number ending in **** on the loss dates you provided, June 9, 2022, June 15, 2022, July 20, 2022, June 10, 2022, June 1, 2022. As stated above, based on the PA1 Coverage Certificate, a device is considered "Covered Property" when it is actively registered on ****'s network and has logged airtime. If the subscriber has logged airtime on a different wireless device immediately prior to the time of loss, then that device is considered the Covered Property for purposes of insurance coverage. Furthermore, Asurion found that you had also filed a claim with ******* and had sent the Covered Property directly to ******* for repair under the manufacturer's warranty. On August 12, 2022, an Asurion Compliance Coordinator contacted you to further address your concerns with the claim denials and to assist in refiling a new claim. Our records indicate that you declined the assistance, stating that ******* had provided a replacement device. Therefore, we consider this matter addressed. Regards, ************** Junior Writer, Regulatory Complaints Email **************@asurion.com