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:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called for a replacement of a iphone 13 pro, 256 gigs. I was sent an iphone 11, 64 gigs.There is nothing I can do with 1/4 of the data. I have been paying insurance for years and this is how Im treated. I would like the replacement iphone13pro that I have been paying to insure.

  

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  ****** ******
  ************************
  ********************
  
  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 February *******, states:
  
  I called for a replacement of a iphone 13 pro, 256 gigs.  I was sent an iphone ***** gigs.  There is nothing I can do with 1/4 of the data.  I have been paying insurance for years and this is how Im treated.  I would like the replacement iphone13pro that I have been paying to insure.
  
  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, which is an optional device ********************** program available to customers of ******* Wireless.  ******* Mobile Protect Multi-Device (*** MD) is an optional device ********************** program available to customers of ******* Wireless.  *** MD is account-based coverage that allows a ******* Wireless customer to cover any two (2) or three (3) eligible lines, depending on the number of eligible lines on their ******* Wireless account, in the event a device active on one of those covered lines 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 **************************************************; Our records indicate that on December 19, 2018, the primary account holder, ********* ************ enrolled the wireless account in *** MD, 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. Based on that review, Asurion determined that on February 2, 2025, you contacted Asurion via conference call, along with the primary account holder, Ms.********* ************ to file a claim (Claim #1) for a damaged Apple iPhone 13 Pro (256GB) for the wireless number ending in 4841, reporting a damaged back screen.  However, our records indicate that the model erroneously entered during the claim process was an Apple iPhone 11 (64GB) (Claimed Device #1).  During the conversation, you requested to change the shipping address to ******************************************************************************** as you did not live in the same state as Ms.************ and the Asurion representative agreed to update the shipping address.  During the claim completion process, you agreed to the claim terms and satisfied the $99 replacement deductible by credit/debit card.  However,a review of the call and claim history indicates that on February 5, 2025, Ms. *********** contacted Asurion to report that the replacement device was being shipped to the incorrect address, *************************************************** 
  Asurion acknowledges that there was a delay in resolving your claim as the replacement device, an Apple iPhone 11 (64GB) (Replacement Device #1), was shipped to the incorrect address and sincerely apologizes for any inconvenience you may have experienced. To resolve the matter, the Asurion representative requested to have Replacement Device #1 returned to sender and offered to submit a reshipment request to deliver the replacement to the correct address, ********************************************** which Ms. *********** accepted.  During the reshipment request process, the Asurion representative inquired if the model needing to be replaced was an Apple iPhone 11 (64GB), and Ms. *********** confirmed it was the correct model.  As a result, on February 6, 2025,the replacement Apple iPhone 11 (64GB) (Replacement Device #2) was delivered to the provided address.
  On February 14, 2025, you contacted Asurion to report that you received the incorrect model as a replacement device and that the claim should have been filed for an Apple iPhone 13 Pro (256GB) (Claimed Device #2).  To resolve the matter, the Asurion representative advised you to return Replacement Device #2 to reverse Claim #1 and receive a refund of the $99 replacement deductible, which you agreed to do.  In addition, the Asurion representative assisted you with filing a new claim (Claim #2) for Claimed Device #2.  During the claim process, the Asurion representative informed you that a 24-hour claim review was required to proceed with the claim, and you agreed to wait. Later the same day, Asurion approved your claim and sent an email to ************************ informing you to contact Asurion to complete your claim or to complete your claim online within sixty (60) days of the reporting date, February 14, 2025. However, Asurion received no further correspondence regarding the completion of Claim #2.
  
  Following the receipt of this matter, our records indicate that on February 20, 2025, Replacement Device #2 was returned to the Asurion fulfillment center.  As a result of the return of Replacement Device #2, ******************** refunded the $99 replacement deductible to the original form of payment, successfully reversing Claim #1.
  Currently, Claim #2 remains open, pending completion.  If you would like to continue with your claim, you may do so by going to ******************************************** or by calling Asurions toll-free number,**************.  Please note that the claim must be completed within 60 days of the February 14, 2025 reporting date.
  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.  Your experience is not representative of the quality and/or reliability of the service Asurion strives to provide, and your feedback will be utilized in identifying opportunities for process improvement. 
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email ***************************************************************
  
  
  
  
  
  

• Initial Complaint

  Date:02/18/2025

  Type:Order 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 told Asurion over and over that I did not want their additional insurance services and that I did not have any devices.They agreed and then enrolled me in a $25/month service and refused to remedy the situation.

  

  Business Response

  Date: 03/18/2025

  March 18, 2025
  
  **** ****
  **************************************
  *******************
  
  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 February *******, states:
  
  I told Asurion over and over that I did not want their additional insurance services and that I did not have any devices. They agreed and then enrolled me in a $25/month service and refused to remedy the situation.
  
  The desired resolution listed in your case states the following:
  
  Contact by the business.
  
  Response:
  
  Asurion Insurance Services, Inc. (Asurion) is the program administrator for the ******* Mobile Protect (VMP) program, which is an optional device ********************** program available to customers of ******* Wireless.  VMP provides coverage for eligible devices that are lost, stolen, damaged, and post-warranty malfunctions.  VMP also includes Mobile Secure tech support.  Separately, ******* Home Device Protect (VHDP) is an optional service contract program that includes service contract coverage, digital security benefits, and technical support services for an unlimited number of eligible consumer home electronics associated with the consumers ******* service address.?
  
  We appreciate you bringing this matter to our attention so it can be thoroughly investigated.  According to our records,the VHDP enrollment occurred following a VMP in-store repair claim for your device on February 12, 2025, reporting a cracked screen.  We have confirmed that on February 13, 2025,your enrollment in VHDP was canceled, and billing ceased.  In addition, any/all amounts paid were refunded to your wireless account. 
  
  We sincerely apologize for any inconvenience this has caused.  We have taken this opportunity to review any/all phone interactions with Asurion representatives for quality control purposes.  Please rest assured that the appropriate coaching will be done.  As your enrollment occurred at a uBreakiFix store, we will do a similar review with the store involved.  We are committed to making the claim process easy and convenient for our customers,and we truly regret that this was not your experience. We appreciate your feedback, as it offers us opportunities for continuous improvement. 
  
  If you have any further questions or concerns, please feel free to email me. I am available Monday through Friday between 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email ***************************************************************
  
  
  
  
  
  

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have phone insurance through Asurion on our **** account. Filed for replacement phone on 2/7/25, they need more information. I provide such information. Get an email stating they need additional information and that the owner on affidavit it not correct. IT IS CORRECT. I have been on phone for over 5 days now trying to get this claim processed. The only thing they do it keep you on hold for 40 minutes to an hour, getting disconnected. Call back, repeat process and get nowhere. THIS COMPANY IS HORRIBLE and we pay for insurance and get nothing. Not to mention it costs ****** to get a replacement phone. Between Asurion and **** it has been a S*** SHOW

  

  Business Response

  Date: 03/13/2025

  March 13, 2025
  
  ***** ********
  114 Canvasback
  *****, TX 77531
  
  Re: Case # ********
  
  Dear ***** ********,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB),we submit the below in response.
  
  The case you filed with the BBB states:
  
  Have phone insurance through Asurion on our AT&T account. Filed for replacement phone on 2/7/25, they need more information. I provide such information. Get an email stating they need additional information and that the owner on affidavit it not correct. IT IS CORRECT. I have been on phone for over 5 days now trying to get this claim processed. The only thing they do it keep you on hold for 40 minutes to an hour, getting ***************** back, repeat process and get nowhere. THIS COMPANY IS HORRIBLE and we pay for insurance and get nothing. Not to mention it costs ****** to get a replacement phone. Between Asurion and AT&T it has been a S*** SHOW.
  
  The desired resolution listed in your case states the following:
  
  Finish the Job.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter. According to our records, you recently filed a claim for your ******* Galaxy S24 5G (128GB) (the Claimed Device) under your AT&T Protect Advantage for 4 (PA4) program.  PA4 is an optional device ********************** program available to AT&Ts customers and provides coverage for eligible devices in the event they are lost, stolen,damaged, or experience an out-of-warranty malfunction.
  
  You filed a claim for your Claimed Device due to physical damage to the wireless number ending in 5051.  Unfortunately, the resolution of your claim was delayed due to an issue with the claim documentation provided during the claim process.
  
  According to our records,the matter was resolved when a replacement device was shipped and delivered to you on February 17, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it. 
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email ***************************************************************
  

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ******* protection for my phone and I have just a cracked phone that they are refusing to cover or give me reason I pay 19 a month every month and have never lost a phone with them and only have filed one claim for my phone which was a repair on the back glass. They will not help . Phones are 1200 +

  Customer Answer

  Date: 02/18/2025

  Hi number is ********** with Verizon. 
  

  They have put in several claims each getting denied 

  

  Business Response

  Date: 03/21/2025

  March 21, 2025
  
  ****** ******
  *********************************
  
  Re: Case # ********
  
  Dear ****** ******,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB),we submit the below in response.
  
  The case you filed with the BBB states:
  
  I have ******* protection for my phone and I have just a cracked phone that they are refusing to cover or give me reason I pay 19 a month every month and have never lost a phone with them and only have filed one claim for my phone which was a repair on the back glass. They will not help .Phones are 1200 +.
  
  The desired resolution listed in your case states the following:
  
  Repair.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter. According to our records, you recently filed a claim for your Apple iPhone 15 Pro Max (256GB) (the Claimed Device) under your ******* Mobile Protect (VMP) program.  VMP is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen, damaged, or experience post-warranty malfunctions.  
  You filed a claim for your Claimed Device due to a cracked screen for the wireless number ending in 1745.  Unfortunately, the resolution of your claim was delayed due to multiple claim denials.
  Although Asurion determined the claim denials to be valid, according to our records, the matter was resolved when your claim was approved, and the repair of your Claimed Device is underway.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you, and we appreciate the opportunity to resolve it.  Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email ***************************************************************
  

  Customer Answer

  Date: 03/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They have assisted me and repairing device 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/18/2025

  Type:Billing 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 received a replacement IPhone 14 Pro 128Gb phone from Asurion the end of June, 2024 - Claim ID ************ - I turned the replacement phone in to US Cellular to replace the original leased phone that I still had a balance on. I cannot find the US Cellular receipt stating that I turned in the phone. Because I am 65 years old, very trusting (downright stupid, I guess) I turned the brand new IPhone 14 Pro I received from Asurion in it's original Iphone box. *********** is now claiming I did not turn in a phone when I switched providers and has sent it to a collection agency that has caused my 850 credit score to 75 points. I have called Asurion numerous times requesting theClaim ID: *************** sent me Claim #*************.I have explained my dilemma many times to Asurion requesting the Serial #. All ******************** will send me is a copy of the receipt with the claim #. If they would please send me the Serial # I am sure the phone can be located by either US Cellular of Apple by tracking the phone by the serial # to see which US Cellular ******************** is currently leasing the phone or who it is in possession of it. I must prove that turned in that phone US Cellular - so they will quit harassing me. I should not have to pay $500 to US ************************** and have my credit rating destroyed. This should be a simple request - why is Asurion refusing to give me the Serial # of the phone they sent me??????? I am beyond frustrated with the lack of cooperation from US Cellular and Asurion. Someone has the phone they sent me, it needs to be traced. I cannot believe that Asurion sends out replacement phones with out first recording the Serial #'s. PLEASE HELP!!!!!!!Thank you!

  

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  ****** ******
  ****************
  *************************
  
  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 February *******, states:
  
  I received a replacement IPhone 14 Pro 128Gb phone from Asurion the end of June, 2024 -Claim ID ************ - I turned the replacement phone in to US Cellular to replace the original leased phone that I still had a balance on. I cannot find the US Cellular receipt stating that I turned in the phone. Because I am 65 years old, very trusting (downright stupid, I guess) I turned the brand new IPhone 14 Pro I received from Asurion in it's original Iphone box. *********** is now claiming I did not turn in a phone when I switched providers and has sent it to a collection agency that has caused my 850 credit score to 75 points. I have called Asurion numerous times requesting theClaim ****************** sent me Claim #*************. I have explained my dilemma many times to Asurion requesting the Serial #. All ******************** will send me is a copy of the receipt with the claim #. If they would please send me the Serial # I am sure the phone can be located by either US Cellular of Apple by tracking the phone by the serial # to see which US Cellular ******************** is currently leasing the phone or who it is in possession of it. I must prove that turned in that phone US Cellular - so they will quit harassing me. I should not have to pay $500 to US ************************** and have my credit rating destroyed. This should be a simple request - why is Asurion refusing to give me the Serial # of the phone they sent me??????? I am beyond frustrated with the lack of cooperation from US Cellular and Asurion. Someone has the phone they sent me,it needs to be traced. I cannot believe that Asurion sends out replacement phones with out first recording the Serial #'s. PLEASE HELP!!!!!!! Thank you!
  
  The desired resolution listed in your case states the following:
  
  Finish the Job.
  
  Response:
  
  Device ********************+ Ultimate ("***") is a protection program that is available to **** Cellular customers and provides coverage for eligible devices that are lost, stolen, unrecoverable, damaged, or experience post-warranty malfunctions.Our records indicate that on July 30, 2023, you enrolled the wireless number ending in 1532 in *** 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.  Asurion determined that on June 25, 2024, you completed an online claim for a damaged Apple iPhone 14 Pro (128GB) (Claimed Device) for the wireless number ending in 1532.  During the claim completion process, you accepted the terms of the claim and satisfied the $99.00 replacement deductible by debit/credit card.  On June 27, 2024, an Apple iPhone 14 Pro (128GB) (Replacement Device) was delivered to you at the address you provided. On July 17, 2024, the damaged Claimed Device was received by the fulfillment center as required by the Terms and Conditions of the *** program.
  
  In your matter, you stated that you cannot find the **** Cellular receipt showing that you returned the Replacement Device to **** Cellular.  According to our records, on June 29, 2024, you traded in the Replacement Device to ****Cellular and received a $290 buyback credit which was applied to your bill the same day, confirming that it had been returned. For clarity, the return of the Replacement Device is evidenced by the $290 buyback credit.
  
  However, returning the Replacement Device does not result in satisfying your entire remaining balance under your Retail Installment Contract (RIC) with **** Cellular.  The outstanding balance from the *** still applied, and providing the **** number or any other device information will not resolve that issue.  When your wireless bill was not paid, **** Cellular referred the matter to a collection agency.  In response to your concerns related to disputing the charge(s), or any other billing issues, we kindly ask that you contact the collection agency and/or **** Cellular to address those concerns.
  
  If you have any other questions or concerns, please 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,
  **** ******
  Asurion,Regulatory Affairs
  Email: ******************************************************************
  

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/2023 - iPhone 12 Pro Max ***lacement claim filed, and ***lacement device received. 1st ***lacement device had problem with audio. Complained and another (different) iPhone 12 Pro Max ***lacement sent and device received. Late 12/2024, device is noticibly showing screen freeze, screen not responding to touch, and audio not clear. Frequency of symptoms occurring increases. 02/08/25 called Asurion to file claim, open claim with appt for ***air for 02/10/25. Went to ************ location in **********. Tech said phone is not ***airable. Tech asked where I got the phone because his system was not accepting the phone's IMEI/serial #. I told them it was a ***lacement phone sent to me through an earlier claim (12/2023). **** said he could not ***air, printed out a receipt and had me sign off. **** said its a receipt that supposedly say nothing was done. **** advised to call Asurion back and let *** know that notations has been made on the claim. I called as I stepped out of the ***air shop and spoke to an agent who saw the note on file and asked if I wanted to proceed with a ***lacement, but there there will be $275 deductible. I was paying $50/mo or $600 for the year and now being asked to pay an additional $275 for a phone that had a "serial number ***laced" causing the phone to not be ***airable by ***** or other ***air shops (I was curious so I checked my serial at the apple site). I expected a valid phone (IMEI, serial #, etc) when a ***lacement device is provided. I should be able to trade-in my phone, have it ***aired at other shops, buy additional coverage on it from other insurance providers just as I would my original insured device. I believe that I am placed in a very difficult situation where I either pay the new ***lacement fee or not have my phone ***aired and not even be able to trade-in. I did not pay for insurance to be supplied with a potentially stolen or rejected phone. Insurance FRAUD?

  Customer Answer

  Date: 02/22/2025

  I apologize but your email went to spam. I would like to provide the additional information to continue/re-open my complaint against Assurion.  I will be more than happy to re-file my complaint if necessary. 

  Additional information requested:

  1) Name of cell phone carrier - AT&T

  2) Associated phone number - ************

  3) Claim ID #************ 

   

  Customer Answer

  Date: 02/22/2025

  I apologize but your email went to spam. I would like to provide the additional information to continue/re-open my complaint against Assurion.  I will be more than happy to re-file my complaint if necessary. 
  
  Additional information requested:
  
  1) Name of cell phone carrier - AT&T
  
  2) Associated phone number - ************
  
  3) Claim ID #************ 

  

  Business Response

  Date: 03/10/2025

  March 10, 2025
  
  **** *****
  **********************************
  
  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 February *******, states:
  
  12/2023 - iPhone 12 Pro Max ***lacement claim filed, and ***lacement device received. 1st ***lacement device had problem with audio. Complained and another (different) iPhone 12 Pro Max ***lacement sent and device received. Late 12/2024, device is noticibly showing screen freeze, screen not responding to touch, and audio not clear. Frequency of symptoms occurring increases. 02/08/25 called Asurion to file claim, open claim with appt for ***air for 02/10/25. Went to ************ location in **********. Tech said phone is not ***airable. Tech asked where I got the phone because his system was not accepting the phone's IMEI/serial #. I told them it was a ***lacement phone sent to me through an earlier claim (12/2023). **** said he could not ***air, printed out a receipt and had me sign off. **** said its a receipt that supposedly say nothing was done. **** advised to call Asurion back and let *** know that notations has been made on the claim. I called as I stepped out of the ***air shop and spoke to an agent who saw the note on file and asked if I wanted to proceed with a ***lacement, but there there will be $275 deductible. I was paying $50/mo or $600 for the year and now being asked to pay an additional $275 for a phone that had a "serial number ***laced" causing the phone to not be ***airable by ***** or other ***air shops (I was curious so I checked my serial at the apple site). I expected a valid phone (IMEI, serial #, etc) when a ***lacement device is provided. I should be able to trade-in my phone, have it ***aired at other shops, buy additional coverage on it from other insurance providers just as I would my original insured device. I believe that I am placed in a very difficult situation where I either pay the new ***lacement fee or not have my phone ***aired and not even be able to trade-in. I did not pay for insurance to be supplied with a potentially stolen or rejected phone. Insurance FRAUD?
  
  Complaint Background:
  Order Number:
  I apologize but your email went to spam. I would like to provide the additional information to continue/re-open my complaint against Assurion.  I will be more than happy to re-file my complaint if necessary.
  
  Additional information requested:
  
  1) Name of cell phone carrier - AT&T
  
  2) Associated phone number - ************
  
  3) Claim ID #************
  
  The desired resolution listed in your case states the following:
  
  I would like a valid working ***lacement phone that do not have "issues" with its serial number, IMEI, and phone operation.
  
  Response:
  
  On February 27, 2025, we received correspondence regarding this matter from the Illinois Department of Insurance (DOI), respectively.  Given the open matter with the **** we will respond directly to that inquiry in an effort to address your concerns further on or by March 13, 2025.
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email ***************************************************************
  
  
  
  
  
  

  Customer Answer

  Date: 03/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Cell phone got stolen January 8th 2025 so I did a phone claim through ******* asurion phone claim so I sent the documents they needed and they denied my claim, saying I had a claim did on January 2nd 2025 which I never filed a claim so I got them to put Jan 2nd down for fraud, and they will investigate so I keep calling to check the status they wont let me know and I been without a phone since January 8th and I pay insurance through *******, I feel this is unfair and I need this taken care of but they not giving me any reason to why the other claims is being denied..

  Customer Answer

  Date: 02/10/2025

  The name of the cell phone company is ******* wireless.. Claim id is ************

  Customer Answer

  Date: 02/10/2025

  Phone number is ************

  

  Business Response

  Date: 03/10/2025

  March 10, 2025
  
  ***** ******
  E-mail: ******************************
  
  Re:Case # ********
  
  Dear ***** ******,
  
  Regarding 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 February 6, 2025, states:
  
  My Cell phone got stolen January 8th 2025 so I did a phone claim through ******* asurion phone claim so I sent the documents they needed and they denied my claim, saying I had a claim did on January 2nd 2025 which I never filed a claim so I got them to put Jan 2nd down for fraud, and they will investigate so I keep calling to check the status they wont let me know and I been without a phone since January 8th and I pay insurance through *******, I feel this is unfair and I need this taken care of but they not giving me any reason to why the other claims is being denied.
  
  The desired resolution listed in your case states the following:
  
  Asurion phone claim through ********
  
  Response:
  
  ******* Mobile Protect (VMP) 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 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. 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 **************************************************; On December 27, 2024, you enrolled the wireless number ending in 7911 in VMP, and it remains enrolled. 
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion found that between January 2, 2025 and January 17, 2025, you filed multiple claims for a lost or stolen Apple iPhone 16 Pro Max (256GB) for the wireless number ending in 7911.  The claims were denied after we investigated your account activity and found related unusual account activity.
  
  Following the receipt of this matter, Asurion conducted a full review of your account and claim history.  Based on a subsequent review of the facts available, on March 5, 2025, Asurion authorized a new claim.  To resolve the matter, on March 5, 2025, an Asurion representative contacted you and assisted you with completing a claim for the lost Claimed Device.  During the claim process, you accepted the terms of the claim and authorized the $279 replacement deductible billed to the wireless account.  On March 7, 2025, an Apple iPhone 16 Pro Max (256GB) (Replacement Device) was delivered to the address you provided.  Therefore, we consider the matter resolved.
  
  In response to your concerns regarding the claim that was filed on January 2, 2025 for the wireless number ending in 7911, we wish to note that the claim was filed online (as was the following claim, which was filed on January 8, 2025).  If you believe that someone else may have accessed your account on January 2, 2025 and filed an unauthorized claim, we kindly ask that you contact ******* to ensure the security of your wireless account.
  
  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.
  
  If you have any other questions or concerns, I am available by email Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion,Regulatory Affairs
  ******************************************************************
  

  Customer Answer

  Date: 03/20/2025

  Its been resolved thank u very much..

• Initial Complaint

  Date:02/10/2025

  Type:Billing 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 old phone. I then reached out to Asurion to get the phone replaced. The first replacement was defective, so I asked for another one. Replacement of the replacement arrived fine. returned both devices in the same return envelope. Then on December 16th I was charged 450 dollars for not returning the device. I attempted to get this resolved 5 times before this and each time I was given the run around and told they denied it for x reason, and I could not appeal it.

  Customer Answer

  Date: 03/01/2025

  1. Carrier is Verizon

  2. Phone number is **********

  3. I cannot find the original claim number.

  

  Business Response

  Date: 04/02/2025

  April 2, 2025
  
  ******** *****
  E-mail: *******************************
  
  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 February ******, states:
  
  I had an issue with my old phone. I then reached out to Asurion to get the phone replaced. The first replacement was defective, so I asked for another one.Replacement of the replacement arrived fine. returned both devices in the same return envelope. Then on December 16th I was charged 450 dollars for not returning the device. I attempted to get this resolved 5 times before this and each time I was given the run around and told they denied it for x reason, and I could not appeal it.
  
  The following is the desired resolution listed in your complaint:
  
  Refund.
  
  Response:
  
  ******* Mobile Protect (VMP) 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 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. 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 **************************************************; On November 5, 2022,the primary account holder, *** ***** (the Insured), enrolled the wireless number ending in 3646 in VMP, and it remains enrolled. 
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible,remediate the matter.  On November ******, after validating the ******* account, an online claim for a ******* Galaxy Z Fold4 5G (256GB) (Claimed Device) for the wireless number ending in 3646 that had sustained a cracked screen was completed.  During the claim completion process, the terms of the claim were accepted, which included the return of the Claimed Device to the fulfillment center, and the $99 replacement deductible was satisfied by a debit/credit card.  On or around November 3, 2024, a ******* Galaxy Z Fold4 5G (256GB) (Replacement Device 1) was delivered to you at the address provided.  Asurion included a prepaid envelope specifically for the return of the damaged Claimed Device.
  
  Unfortunately, on November 8, 2024, you reported that Replacement Device 1 had arrived damaged.  At that time, Asurion processed a warranty reshipment at no additional charge beyond the replacement deductible, which included the requirement to return Replacement Device 1 to avoid a non-return fee (NRF) of up to the full retail price.  On or around November 10, 2024, a ******* Galaxy Z Fold5 5G (256GB) (Replacement Device 2) was delivered to you at the address provided. Asurion included another prepaid envelope specifically for the return of Replacement Device 1.
  
  On November 19, 2025,the damaged Claimed Device was received by the fulfillment center.  However, having not received the damaged Replacement Device 1 within the required timeframe, on December 13, 2024,Asurion assessed a $450 NRF to the debit/credit card associated with the above-referenced claim.
  
  Following receipt of the matter,Asurion researched your concerns. As noted above, Asurion provided you two (2)prepaid envelopes for you to return the Claimed Device and Replacement Device 1 respectively.  Instead, you opted to return both the Claimed Device and Replacement Device 1 using one of the prepaid envelopes provided.  However, Asurions records only reflect that the Claimed Device was returned.  We are happy to review any evidence you may have to support the return of Replacement Device ***** at this time, we believe that the *** was properly accessed.
  
  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 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ******************************************************************
  

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asurion insures ******* devices. We insured a Gizmo 3 Adventure watch, which is only sold by ******* and retails for ******. No other retailed sells this product. When it broke, we paid a deductible of $19 to replace it, which is fair.However, they sent us a check to replace it and stated the retail price was $113. Nobody retails the device for that price.

  

  Business Response

  Date: 03/04/2025

  March 4, 2025
  
  ***** **********
  E-mail: ******************************************************
  
  Complaint ID # ********
  
  Dear ***** **********,
  
  In connection with the above-referenced matter filed with the Better Business Bureau (BBB), we submit the below in response.
  
  In the matter you filed with the BBB, you state:
  
  Asurion insures ******* devices. We insured a Gizmo 3 Adventure watch, which is only sold by ******* and retails for ******. No other retailed sells this product. When it broke, we paid a deductible of $19 to replace it, which is fair. However, they sent us a check to replace it and stated the retail price was $113. Nobody retails the device for that price.
  
  The desired resolution listed in your matter is:
  
  Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter. According to our records, you recently filed a claim for your Gizmo 3 Adventure watch (the Claimed Device) under your ******* Mobile Protect Multi Device (VMP MD) program.  VMP MD is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen,damaged, or experience post-warranty malfunctions.
  
  You filed a claim for your Claimed Device due to battery damage for the wireless number ending in 4216.  Unfortunately, the resolution of your claim was delayed due to a dispute about the retail price of your Claimed Device.
  
  According to our records, on February 28, 2025, the matter was resolved when an additional reimbursement check representing the difference between the ******* retail price and the initial reimbursement we provided was authorized and initiated by Asurion.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  Asurion,Regulatory Affairs                                                                                                      
  ******************************************************************
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22899531
  
  I am rejecting this response because: the below statement is not accurate:
  "According to our records, on February 28, 2025, the matter was resolved when an additional reimbursement check representing the difference between the ******* retail price and the initial reimbursement we provided was authorized and initiated by Asurion."
  
  There was not both an initial reimbursement and an additional reimbursement. I only received a single reimbursement. There was one single reimbursement, and it was based on an Asurion fabricated price (which I verbally challenged when I was on the phone with the agent), not the actual ******* retail price. The actual retail price is $129.99. The reimbursement should be based on this price. Here is the true retail price: **********************************************************************************************.
  
  If you can find it for sale anywhere that the Asurion stated retail price, please provide evidence. If you cannot find a retailer selling it at your stated price, please send me the difference.
  
  Sincerely,
  
  ***** **********

  Customer Answer

  Date: 03/04/2025

  Actually, I think I misunderstood this statement: According to our records, on February 28, 2025, the matter was resolved when an additional reimbursement check representing the difference between the ******* retail price and the initial reimbursement we provided was authorized and initiated by Asurion.
  

  If Asurion sent an additional check with the difference, this should be resolved. I have not yet received this check.

  

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  ***** **********
  E-mail: ******************************************************
  
  Complaint ID # ********
  
  Dear ***** **********,
  
  I am writing in response to the rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced matter.
  
  Your rebuttal filed with the BBB on March 4, 2025,states:
  
  The below statement is not accurate:
  
  According to our records, on February 28, 2025, the matter was resolved when an additional reimbursement check representing the difference between the ******* retail price and the initial reimbursement we provided was authorized and initiated by Asurion.
  
  There was not both an initial reimbursement and an additional reimbursement. I only received a single reimbursement. There was one single reimbursement, and it was based on an Asurion fabricated price (which I verbally challenged when I was on the phone with the agent), not the actual ******* retail price. The actual retail price is $129.99. The reimbursement should be based on this price. Here is the true retail price: **********************************************************************************************.
  
  If you can find it for sale anywhere that the Asurion stated retail price,please provide evidence. If you cannot find a retailer selling it at your stated price, please send me the difference.
  
  Sincerely,
  
  ***** **********
  
  
  Actually, I think I misunderstood this statement: According to our records, on February 28, 2025, the matter was resolved when an additional reimbursement check representing the difference between the ******* retail price and the initial reimbursement we provided was authorized and initiated by Asurion.
  If Asurion sent an additional check with the difference, this should be resolved. I have not yet received this check.
  
  Response:
  
  We wish to correct the fulfillment information that was previously provided to you.  On March 4, 2025, the additional reimbursement amount representing the difference between the ******* retail price and the initial reimbursement we provided was processed as a digital reimbursement, not as a check, and forwarded to your email address on file, ******************************************************.  We apologize for the confusion. 
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  Asurion,Regulatory Affairs
  ******************************************************************

  Customer Answer

  Date: 03/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I do hope they correct their pricing for all customers moving forward.

  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone was stolen when I was out of state on December 30th of 2024, I filed a claim on December 31st. I was advised that I would hear something within 24 hours. I did not receive any correspondence from asurion and ended up needing to open a new line with ******* to get a new phone that I was told I could return within 30 days and not get charged. I continued to contact asurion to get updates on my claim and was repeatedly told it will be there tomorrow, while being pressured to buy the total home protection plan. By the two week ***** my claim was randomly cancelled despite having uploaded all necessary documentation. They submitted a new claim for a second time and I again was left waiting weeks with no correspondence. My window to return the phone was approaching and I would be left with having to pay for an additional line and phone that I didnt need. My claim was approved on Jan 31st and I was told I would be receiving my phone the following day and that due to the inconvenience and extended waiting period my deductible would be waived, however I was still charged the deductible. I then received an email stating that I now had to wait until today (Feb 3, 2025) to receive my phone. While it was loaded on a truck 30 minutes from my house, asurion once again cancelled my claim and requested the package be held and returned to sender. I have utilized asurion many times with no issues, but this experience had led me to seek coverage elsewhere.

  

  Business Response

  Date: 02/27/2025

  February 27, 2025
  
  ********* *****
  E-mail: ***********************************
  
  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 February ******, states:
  
  My phone was stolen when I was out of state on December 30th of 2024, I filed a claim on December 31st.  I was advised that I would hear something within 24 hours.  I did not receive any correspondence from asurion and ended up needing to open a new line with ******* to get a new phone that I was told I could return within 30 days and not get charged.  I continued to contact asurion to get updates on my claim and was repeatedly told it will be there tomorrow, while being pressured to buy the total home protection plan.  By the two week ***** my claim was randomly cancelled despite having uploaded all necessary documentation.  They submitted a new claim for a second time and I again was left waiting weeks with no correspondence.  My window to return the phone was approaching and I would be left with having to pay for an additional line and phone that I didnt need.  My claim was approved on Jan 31st and I was told I would be receiving my phone the following day and that due to the inconvenience and extended waiting period my deductible would be waived, however I was still charged the deductible.  I then received an email stating that I now had to wait until today (Feb 3, 2025) to receive my phone.  While it was loaded on a truck 30 minutes from my house, asurion once again cancelled my claim and requested the package be held and returned to sender.  I have utilized asurion many times with no issues, but this experience had led me to seek coverage elsewhere.
  
  The desired resolution listed in your case states the following:
  
  Delivery.
  
  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 **************************************************; Approved claims are eligible for repair or replacement, depending on several factors, each determined by Asurion when the claim is filed and approved.  On November 1, 2024, you enrolled the wireless account in the *** MD plan, 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 December 31, 2024, you initiated an online claim (Claim 1) for a stolen Apple iPhone 16 Pro Max (256GB) (Claimed Device) for the wireless number ending in 5537.  Claim documentation, including a signed affidavit form and a copy of a government-issued photo ID from the Insured, was required to proceed with the claim.  You uploaded the required documentation; however, it was determined that an alternate shipping address was needed to complete Claim 1.  When no alternate shipping address was provided, Claim 1 was subsequently canceled.
  
  Asurion received no further contact from you until January 15, 2025, when you contacted Asurion and refiled the claim (Claim 2).  Again, you were informed that claim documentation, including a signed affidavit form and a copy of a government-issued photo ID from the Insured, was required to proceed with the claim.  On January 18, 2025, you contacted Asurion to escalate your concerns regarding the claim documentation.  An Asurion representative explained the claim and documentation process to you, which you agreed to submit.
  
  On January 30, 2025, you uploaded the required claim documentation.  On February 3, 2025, an Apple iPhone 16 Pro Max (256GB) (Replacement Device 1) was scheduled to be delivered to you at the address you provided.  However, after you disputed the deductible charge with your financial institution, the package was returned to the fulfillment center, the $279 replacement deductible was refunded to your debit/credit card, and Claim 2 was canceled.
  
  On February 4, 2025, you refiled the claim for the stolen Claimed Device for the wireless number ending in 5537 (Claim 3).  After submitting the required claim documents, on February 14, 2025, you resumed Claim 3 online but opted to not complete it at that time.
  
  On February 21, 2025, you completed Claim 3.  During the claim completion process,you accepted the terms of the claim and satisfied the $279 replacement deductible by debit/credit card.  On February 25, 2025, an Apple iPhone 16 Pro Max (256GB) (Replacement Device 2) was delivered to the address you provided.
  
  In response to your concerns regarding the deductible requirement, for the purpose of training and to ensure quality customer service,Asurion records a percentage of subscriber calls.  I was able to retrieve the call recordings for the February 4, 2025 interaction with you.  During the claim process, you asked the Asurion representative if a replacement deductible would be required, and the representative confirmed that it would be.  You stated that you had been informed that the deductible would be waived; however, our records do not include any evidence to support this.  While we certainly apologize for any frustration or inconvenience regarding the issues you experienced with the claim process, unfortunately, reducing or waiving deductibles on insurance products is not permitted.  Therefore, your claim was assessed the deductible in accordance with the Terms and Conditions of the *** MD program.
  
  In summary, the resolution of your claim was delayed due to an issue with your shipping address, a delay in receiving the requested claim documents from you, and a dispute of the deductible charge you filed with your financial institution.  Nevertheless, after resubmitting your claim and obtaining verification for the shipping address, submitting the requesting claim documents, and satisfying the required deductible, Asurion worked to resolve the matter as quickly as possible and fulfilled its contractual obligation by providing you with a Replacement Device well within thirty (30) days, consistent with the Terms and Conditions of the *** MD program.
  
  We understand your frustration and sincerely apologize for the inconvenience this matter may have caused you.  We make a commitment to our customers to make the claim process quick and easy, and we regret you did not find this to be your experience.  Lastly, your feedback regarding the ******* Home Device Protect offering is appreciated and will be looked at for process improvement and coaching where necessary.
  
  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 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ******************************************************************