ComplaintsforAsurion

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  05/02/2024

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

• Initial Complaint

  04/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  Customer response

  04/05/2024

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

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

   

   

  

  Business response

  05/02/2024

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

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Customer response

  04/04/2024

  Hello,

  Thank you for reaching out. The carrier is AT&T. The cell phone number is ************. The phone in question will be moved to my son's line once repaired - that number will is ************. Insurance was added to the iPhone 14 ProMax at the end of January. I have been attempting to file a glass claim since the beginning of March for a shattered back glass. The 14 was just upgraded to a ******************************************************** a timely manner.

  Thank you,

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

  

  Business response

  05/15/2024

  May 15, 2024
  
  *******************
  *******************
  *********, SC 29072
  
  Re: Case # ********
  
  Dear *******************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 4, 2024,states:
  
  I purchased insurance through AT&T with Asurion. I dropped my phone and the back glass is shattered. I have made several attempts to file a claim both online (constant 503 error messages for weeks) and have attempted to call them at ************ only for the automated system to boot me out and tell me my number isn't an AT&T number. I cannot find any way to file a glass claim for my phone as it is impossible to get a human on the phone at their number and the website is constantly down.
  
  Additional comments listed in your case state:
  
  Hello,
  Thank you for reaching out. The carrier is AT&T. The cell phone number is ************.The phone in question will be moved to my son's line once repaired - that number will is ************. Insurance was added to the iPhone 14 ProMax at the end of January. I have been attempting to file a glass claim since the beginning of March for a shattered back glass. The 14 was just upgraded to a ******************************************************** a timely manner.
  
  Thank you,
  
  *******************
  
  The desired resolution listed in your case states the following:
  
  Repair.
  
  Response:
  
  Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1) program, which is an optional device ********************** program available to AT&Ts customers.  PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged, or experiences an out-of-warranty malfunction.  PA1 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including screen claims) and out-of-warranty malfunctions.  PA1 also includes Protech technical support.  Customers can file a claim by calling Asurions toll-free number at 1-************, or by going online at www.phoneclaim.com/att.  Our records indicate that the primary account holder, ************************* (the Insured),enrolled the wireless number ending in 2895 on January 30, 2024 and the wireless number ending in 8102 on April 3, 2024 in the PA1 program, and they both remain enrolled.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  As of the date of this letter, Asurion has no record of a claim being initiated for the wireless number ending in 2895 or the wireless number ending in 8102.
  
  On May 6, 2024 and May 7,2024, an Asurion representative attempted to contact you to assist in filing a claim but was unsuccessful.  However, Asurion was able to confirm that on April 1, 2024, an Apple iPhone 15 ************* was ordered through AT&T for the wireless number ending in 8102.
  
  If you still need assistance, please contact the Asurion representative directly using the contact information provided, or alternatively, feel free to contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ****************************************
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  05/14/2024

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  05/14/2024

  May 14, 2024
  
  *****************************
  2004 **************
  *****, ********
  Re: Case # ********
  
  Dear *****************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 2, 2024,states:
  
  On March 31, 2024 I went to charge my *************** Galaxy Fold 4 and once charged and turned on it froze at a white ******* screen and gets real hot. I went to a ******* store and they ran all kinds of test. The phone just is not working. I was told to contact Asurion to file an insurance claim.I have been on the phone with them for hours. First they tried to hard sell me a home device ********************** plan that would increase my ******* bill another *****. I already pay almost ****** including the device **********************! So I denied that and the first tech sends me to another tech who tells me that they do not have another Galaxy fold 4 but will send me a iPhone 5 or 5! No way! I want either another Galaxy 4 fold or a check for a replacement. The phone quit working!
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  Asurion Insurance Services, Inc.(Asurion) is the program administrator for the ******* Mobile Protect Multi-Device (*** MD) program.  *** MD is an optional account-based device ********************** program that allows a ******* Wireless customer to cover multiple devices on their ******* Wireless account in the event a device active on a wireless line is lost, stolen, damaged or experiences a post-warranty malfunction. *** MD includes Wireless Phone Protection (WPP) insurance coverage,******* Extended Warranty (EW) service contract coverage, and Mobile Secure tech support (for all devices on the account). ******************** is the program administrator for WPP, which provides insurance coverage if the customers device is lost, stolen, or damaged.  Customers enrolled in the *** MD program can file a claim by calling Asurions toll-free number or going online at www.phoneclaim.com/verizon.  On April 27,2023, you enrolled the wireless account in *** MD, and it remains enrolled.
  
  Approved claims are eligible for repair or replacement, depending on several factors, each determined by Asurion when the claim is filed and approved. 
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Asurion determined that on April 2, 2024, you initiated three (3) claims for a malfunctioning ******* Galaxy Z Fold4 5G (512GB) (Claimed Device) for the wireless number ending in 6622.  The claims were systematically canceled by Asurion because you reported that the Claimed Device experienced a mechanical/electrical failure outside the manufacturers warranty period.  For clarity, the *** MD program provides (1) insurance coverage for devices that are lost, stolen, or damaged,which is administered by Asurion, and (2) extended warranty (EW) coverage for devices that experience a malfunction/failure outside of the manufacturers warranty period, which is administered by *******.  Customers who report malfunction failures outside of the 12-month manufacturers warranty are instructed to contact ******* to file an EW claim.  At that time, you were instructed to contact ******* for assistance with filing an EW claim.
  
  After ******* informed you that the same or acceptable comparable model replacement device was unavailable, on April 6, 2024, you completed a claim for a damaged Claimed Device for the wireless number ending in 6622.  During the claim completion process, you accepted the terms of the claim and satisfied the $99 replacement deductible by debit/credit card. On April 8, 2024, a ******* Galaxy Z Fold4 5G (512GB) (Replacement Device) was delivered to the address you provided.  On April 22, 2024, the Claimed Device was received by the fulfillment center as required by the Terms and Conditions of the *** MD program.
  
  To satisfy the difference between the $49EW service fee and the $99 replacement deductible that was charged for your insurance claim, ******* provided you with a courtesy credit of $49.  Therefore, we consider the matter closed.
  
  We sincerely apologize to you for any inconvenience this may have caused.  We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not your experience.
  
  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  *********************, Regulatory Affairs                                                                                               
  ******************************************
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have insurance yet they don't want to follow the policy. The stores website shows screen to be in stock and will allow to schedule, yet when down through claims they say nothing available within 60 miles.

  Customer response

  04/03/2024

  Att

  ************ 

  304565975563

  

  Business response

  05/10/2024

  May 10, 2024
  
  *************************
  7961 Wolverine 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 April 2,2024, states:
  
  Have insurance yet they don't want to follow the policy. The stores website shows screen to be in stock and will allow to schedule, yet when down through claims they say nothing available within 60 miles.
  
  
  Att
  
  **********
  
  304565975563
  
  The desired resolution listed in your case states the following:
  
  Repair.
  
  Response:
  
  On May 8, 2024, we received correspondence regarding this matter from the **************** of Insurance,respectively.  Given the open matter with the **************** of Insurance, we will respond directly to that inquiry by May 23, 2024, in an effort to address your concerns further.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

  Customer response

  06/01/2024

  Nothing has been "answered. They refused to answer for anything 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called ******* in early February, 2024, to cancel an Asurion protection plan for cracked screens, called "******* Mobil Protect". During the conversation, the representative asked if I would like to add "Home Device Protect". I said NO. I repeated myself when she asked again. After hanging up, weeks went by and I learned that the ******* Mobile Protect was not removed and the Home Device Protect was added (as of 2/9/24). I never authorized this and the exact opposite of what I requested was done. My wife has called ******* and was told to contact Asurion. My wife has called Asurion 3 times: 2/9/24, 2/13/24, and 3/5/24. Each time, she spoke to someone and asked for the Asurion products to be canceled. Each time, she was told that it would be canceled. However, our current bill shows that nothing has been canceled. Please help. I feel that ******* and Asurion are committing fraud and we are helpless.Please cancel and/or remove all Asurion/******* protection plans from my ******* account. Additionally, I would like a refund of $80 on the payments I have made on protections plans that I did not authorize and/or tried to cancel. Thanks

  

  Business response

  05/14/2024

  May 14, 2024
  
  *******************************
  ******************
  ******************
  
  Re: Case # ********
  
  Dear *******************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April 1,2024, states:
  
  I called ******* in early February, 2024,to cancel an Asurion protection plan for cracked screens, called "******* Mobil Protect". During the conversation, the representative asked if I would like to add "Home Device Protect". I said NO. I repeated myself when she asked again. After hanging up, weeks went by and I learned that the ******* Mobile Protect was not removed and the Home Device Protect was added (as of 2/9/24). I never authorized this and the exact opposite of what I requested was done. My wife has called ******* and was told to contact Asurion.My wife has called Asurion 3 times: 2/9/24, 2/13/24, and 3/5/24. Each time, she spoke to someone and asked for the Asurion products to be canceled. Each time,she was told that it would be canceled. However, our current bill shows that nothing has been canceled. Please help. I feel that ******* and Asurion are committing fraud and we are helpless. Please cancel and/or remove all Asurion/******* protection plans from my ******* account. Additionally, I would like a refund of $80 on the payments I have made on protections plans that I did not authorize and/or tried to cancel. Thanks
  
  The desired resolution listed in your case states the following:
  
  Refund;Billing adjustment.
  
  Response:
  
  We sincerely apologize for your frustration and the inconvenience caused.  Following the receipt of this matter, our records indicate that on March 7, 2024, the ******* Home Device Protect plan was canceled.  In addition, on April 4, 2024, the ******* Mobile Protect coverage was terminated, and a refund of $80 was processed.  Therefore, we consider this matter addressed.
  
  We sincerely apologize for any inconvenience or misunderstanding this may have caused.  We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not your experience.  We appreciate your feedback as it offers us opportunities for continuous improvement. 
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 03/05/2024 I filed a claim with the company for a broken cell phone screen. I was advised when I filed the claim, packaging materials would be sent to me overnight. I was told the repairs would be made and the phone would be sent over night to me. Two and a half weeks later I did not receive the packaging. I called and was told they would over night the packaging. Three days later the packaging arrived and I sent the phone in (03/25/24), expecting it back as promised within 5 business days. As of the close of the business day on Friday, 03/29/24, I do not have the phone. I checked the online tracking through asurion's website and it shows they have "no information available". I have been without the phone for almost one full month, on a repair that was advertised to be completed within 5 business days. My *** tracking numbers showed it arrived at its destination on Wed, 03/27/24. I am still without my phone.

  Customer response

  04/02/2024

  Verizon wireless 

  **********

  Claim 506083580667

  

  Business response

  05/14/2024

  May 14, 2024
  
  ***************************
  ****************
  *********************
  
  Re: Case # ********
  
  Dear ***************************,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on March 29,2024, states:
  
  On 03/05/2024 I filed a claim with the company for a broken cell phone screen.  I was advised when I filed the claim, packaging materials would be sent to me overnight.  I was told the repairs would be made and the phone would be sent over night to me.  Two and a half weeks later I did not receive the packaging.  I called and was told they would over night the packaging.  Three days later the packaging arrived and I sent the phone in (03/25/24), expecting it back as promised within 5 business days.  As of the close of the business day on Friday, 03/29/24, I do not have the phone.  I checked the online tracking through asurion's website and it shows they have "no information available".  I have been without the phone for almost one full month, on a repair that was advertised to be completed within 5 business days.  My *** tracking numbers showed it arrived at its destination on ***, 03/27/24.  I am still without my phone.
  
  The desired resolution listed in your case states the following:
  
  Modification/discontinuance of an advertised claim.
  
  Response:
  
  Asurion Insurance Services, Inc.(Asurion) is the program administrator for the ******* Mobile Protect Multi-Device (*** MD) program.  *** MD is an optional account-based device ********************** program that allows a ******* Wireless customer to cover multiple devices on their ******* Wireless account in the event a device active on a wireless line is lost, stolen, damaged or experiences a post-warranty malfunction. *** MD includes Wireless Phone Protection (WPP) insurance coverage,******* Extended Warranty (EW) service contract coverage, and Mobile Secure tech support (for all devices on the account). ******************** is the program administrator for WPP, which provides insurance coverage if the customers device is lost, stolen, or damaged.  Customers enrolled in the *** MD program can file a claim by calling Asurions toll-free number or going online at www.phoneclaim.com/verizon. 
  
  On July 10, 2023, you enrolled the wireless account in *** MD and it remains enrolled.  Following your enrollment, on July 19, 2023,Asurion sent you a Welcome Kit.  The Welcome Kit included the *** MD Terms and Conditions, including the ************ Communications Equipment Coverage Insurance Policy ("Insurance Policy").  More recently, on March 21, 2024, a Program Change Notice, which included an updated copy of the Insurance Policy, was sent to you.  In addition, program brochures detailing the *** MD Terms and Conditions,including the Insurance Policy, are available at ******* retail locations at the time the customer decides to enroll in ***. These materials can also be obtained at any time at the customers convenience online at www.phoneclaim.com/verizon or www.verizon.com or by calling AIS toll-free number. 
  
  The *** MD Insurance Policy includes the following information relevant to your concerns:
  
  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.
  
  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 9, 2024, you initiated a claim for a damaged ****** Pixel 7A 5G (128GB) (Claimed Device) for the wireless number ending in 0736,reporting a cracked screen.  You were offered the Mail-in Repair (MIR) option, which requires that the customer send the Claimed Device, as directed by Asurion, to Asurions service depot for triage and repair.  After experiencing a delay in receiving the shipping materials, on April 1, 2024, the Claimed Device was received by Asurions service depot. During the diagnosis, it was determined that the Claimed Device had sustained damage beyond a cracked screen and was not functioning and therefore,could not be repaired.  As such, the Claimed Device was returned to you unrepaired.
  
  Following receipt of the BBB matter,Asurion confirmed that on April 3, 2024, you initiated a new claim for your damaged Claimed Device, and you were offered and selected the replacement option.  During the claim completion process, you accepted the terms of the claim and satisfied the $99 replacement deductible by debit/credit card.  On April 4, 2024, a ****** Pixel 7A 5G (128GB) (Replacement Device) was delivered to the address you provided. 
  
  As a friendly reminder, the damaged Claimed Device is required to be returned to the fulfillment center within ten (10) days from the date the Replacement Device was delivered.  If you have not done so already, we kindly ask that you please return the damaged Claimed Device using the pre-paid return envelope provided to you to avoid a non-return fee, not to exceed three hundred dollars ($300).
  
  As highlighted above, Asurion has 30 days to repair or replace the covered property.  Although Asurion was unable to fulfill your MIR claim within the allotted timeframe, Asurion worked to resolve the matter by fulfilling your claim with a replacement device within thirty (30) days,which is consistent with the terms and conditions of the *** MD program.
  
  Asurion acknowledges the delay you experienced in receiving the shipping materials, and we sincerely apologize to you for any inconvenience this may have caused.  We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not your experience.
  
  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  *********************, Regulatory Affairs                                                                                               
  ******************************************
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 18th my son's phone died. On the 19th we went to the ******* store for troubleshooting. They concluded it was dead and processed a warranty replacement to be overnight delivered. Since then we have only heard that shipping was delayed. On the 26th we returned to the ******* store where an agent called Asurion. They said the problem was fixed and the phone would be shipped overnight. The phone still hasn't shipped.

  Customer response

  04/02/2024

  It is a ******* phone. Number is **********. Alternate number is **********

  

  Business response

  05/15/2024

  May 15, 2024
  
  *******************
  830 Bravo Ct. SE
  ********************
  
  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 28,2024, states:
  
  On March 18th my son's phone died. On the 19th we went to the ******* store for troubleshooting. They concluded it was dead and processed a warranty replacement to be overnight delivered. Since then we have only heard that shipping was delayed. On the 26th we returned to the ******* store where an agent called Asurion. They said the problem was fixed and the phone would be shipped overnight. The phone still hasn't shipped.
  
  it is a ******* phone. Number is **********. Alternate number is **********
  
  The desired resolution listed in your case states the following:
  
  Finish the Job.
  
  Response:
  
  ******* Mobile Protect Multi-Device (*** 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.  On November 3, 2019, you enrolled your ******* account in the *** MD program, and it remains enrolled. 
  
  *** MD is a combination of the following insurance and service contract products:
  
              (1) *** is an insurance product that covers devices that are lost, stolen, or damaged.  The *** is administrated by Asurion Insurance Services, Inc. (Asurion).  Under the terms of the *** program, if a customers wireless device is lost, stolen or damaged, the customer may file a claim by calling Asurions toll-free telephone number or online at www.phoneclaim.com/verizon. 
  
              (2) ******* Extended Warranty (**)is a service contract program that covers devices that experience a malfunction/failure outside of the manufacturers warranty period.  The ** service contract obligor and administrator is ******* Wireless Services, LLC. (*******) *** post-warranty malfunction claims (including battery replacements), customers may file a claim by calling ******* at **************.
  
              (3) Mobile Secure is a technical support service.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Based on that review, Asurion determined that on March 19, 2024, you filed an online claim for a malfunctioning ******* Galaxy S23 5G 128GB (Claimed Device) for the wireless number ending in 2172.   The claim was systematically canceled by Asurion because you reported that the Claimed Device experienced a *************************** malfunction (a mechanical/electrical failure outside the manufacturers warranty period).  As this failure description falls under ***s ** coverage, which is administered by *******,you were referred to ******* for assistance with filing an ** claim. 
  
  Our records indicate that on April 5, 2024, the Claimed Device was replaced by ******* Wireless via an ** claim. On April 8, 2024, the replacement device was delivered to the provided address via **** tracking number 1Z4367642401303008.If you have any questions or concerns regarding the ** claim, we kindly ask that you contact ******* directly at **************. 
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After years of paying monthly for Asurion's phone insurance protection plan, I had a legitimate reason to file a claim for a new phone. My claim was approved and a new phone was shipped to me via ****** The day of the expected delivery, my replacement device had been lost in transit. I made Asurion aware of this issue and explained that it was at no fault of my own. Asurion refused to send a new replacement. I attempted to start another new claim, but the claim was placed on a hold that was to take "up to 24 hours" so my address could be verified. It has been weeks now and the original replacement was never found by ***** and deemed as a lost package. The second replacement is still pending, despite it being weeks past the "24 hour hold." Everytime I speak with an Asurion representative, I'm told that a new phone will ship once my address has been verified, but it's been WEEKS.

  

  Business response

  04/26/2024

  April 26, 2024
  
  ***********************
  610 Grouse Thicket Rd
  *******************
  
  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 27,2024, states:
  
  After years of paying monthly for Asurion's phone insurance protection plan, I had a legitimate reason to file a claim for a new phone. My claim was approved and a new phone was shipped to me via ****** The day of the expected delivery, my replacement device had been lost in transit. I made Asurion aware of this issue and explained that it was at no fault of my own. Asurion refused to send a new replacement. I attempted to start another new claim, but the claim was placed on a hold that was to take "up to 24 hours" so my address could be verified. It has been weeks now and the original replacement was never found by ***** and deemed as a lost package. The second replacement is still pending, despite it being weeks past the "24 hour hold." Everytime I speak with an Asurion representative,I'm told that a new phone will ship once my address has been verified, but it's been WEEKS.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  The Wireless Phone Protection program (WPP) is a device ********************** plan that is available to ******* Wireless customers and provides coverage for eligible devices that are lost,stolen, or damaged. Asurion Insurance Services, Inc. (Asurion) is the program administrator for WPP.
  
  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 acknowledges that there was a delay in the delivery of your replacement device as the package was lost in transit and sincerely apologizes for the inconvenience you may have experienced because of this matter.  To resolve the matter, on March 27, 2024, upon ***** deeming the shipment as lost in transit, Asurion assisted you by submitting a reshipment request for the lost replacement device.As a result, on March 28, 2024, the replacement ******* Galaxy S24 Ultra 5G 256GB (Replacement Device) was delivered to the address you provided.Therefore, we consider this matter resolved.
  
  We sincerely apologize for your frustration and the inconvenience caused. We make a commitment to our customers to make the claims process easy and convenient, and we truly regret that this was not your experience.
  
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

*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. ↩