ComplaintsforAsurion

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to file a claim on my phone with Asurion. They decided to replace the device, and told me that an Expert would come out to deliver and set up the new phone for me. While the expert did show up with the new phone, he failed to transfer all of my content from the old, damaged device. I have now spent several weeks working with my ******* rep to try to sort this out and get all of my photos and content off of my old device. ******************** has refused to help me, despite it being in their contract that the insurance I pay for covers data recovery, no matter the condition of the old device. They are now telling me they are going to charge me for not returning my old device yet. I pay $17/month for the insurance premium, and I paid a $99 deductible.

  

  Business response

  04/18/2024

  April 18, 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 19,2024, states:
  
  I had to file a claim on my phone with Asurion. They decided to replace the device, and told me that an Expert would come out to deliver and set up the new phone for me. While the expert did show up with the new phone, he failed to transfer all of my content from the old,damaged device. I have now spent several weeks working with my ******* rep to try to sort this out and get all of my photos and content off of my old *************************** has refused to help me, despite it being in their contract that the insurance I pay for covers data recovery, no matter the condition of the old device. They are now telling me they are going to charge me for not returning my old device yet. I pay $17/month for the insurance premium, and I paid a $99 deductible.
  
  The desired resolution listed in your case states the following:
  
  Repair;Replacement; I would like for Asurion to reach out to me and authorize an expert to retrieve the remainder of my data from my old device..
  
  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.
  
  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 8, 2024,you filed an online claim for a damaged ******* Galaxy S21 FE 5G 128GB (Claimed Device) for the wireless number ending in 1348. During the claim completion process, you agreed to the claim terms and satisfied the $99 replacement deductible by credit/debit card.  As you elected for Same-Day Delivery, the replacement ******* Galaxy S21 FE 5G 128GB (Replacement Device) was delivered to you on the same day. However, as referenced in the case you filed with the BBB on March 19, 2024,the Same-Day Delivery technician failed to transfer your data from the Claimed Device to the Replacement Device.
  
  ******************** acknowledges that there was a delay in providing a resolution to this matter and sincerely apologizes for the inconvenience you may have experienced. To resolve the matter, on April 4,2024, the return expectation was extended to April 22, 2024, to allow additional time for you to return the damaged Claimed Device. In addition, on April 10, 2024, April 11, 2024, and April 12, 2024, an Asurion Tech Coach attempted to contact you to provide assistance with transferring your data from the Claimed Device but was unable to reach you. The Asurion Tech Coach left you voicemails with their direct contact information. If you still need assistance transferring your data, you may contact the Asurion Tech Coach directly using the contact information provided or by contacting our Asurion Tech Coach team at **************.
  
  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 ***************************************
  
  
  
  
  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Want to cancel insurance coverage on my ******* cell phones.

  

  Business response

  04/18/2024

  April 18, 2024
  
  W. *********************************
  ***********************************************************************
  
  Re: Case # ********
  
  Dear W. *********************************,
  
  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 18,2024, states:
  
  Want to cancel insurance coverage on my ******* cell phones.
  
  The following is the desired resolution listed in your complaint:
  
  Wish to cancel monthly charge for coverage of cell phones. Asurion said to call Asurion Customer Service at ************ to cancel policy. Called number sent from them to me via email and was told that the 3 company representatives I spoke with could not cancel my coverage. I was given a runaround and spent 1 1/2 hours on phone holds and transfers. Asked to speak with a supervisor and was told none readily available. Finally informed I was speaking with call center in ***************. Cannot find a phone number for the company located in *********,**. I want to cancel phone insurance on my ******* phones.
  
  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.  On November 1, 2021, the primary account holder, *******************, enrolled the wireless number ending in 2796 in VMP.
  
  In reviewing your concerns, we wish to clarify that although ******* bills on behalf of Asurion, coverage may be canceled by visiting a ******* store, calling ******* directly, logging into your ******* account, or by calling Asurions Customer Care at **************.  Unfortunately, you stated you attempted to call Asurions Customer Care at ************** for cancelation assistance without any success.  Asurion records reflect that you did call us, and at that time, we attempted to assist you with the cancellation process by transferring you to *******; however, at that time,you disconnected the call.
  
  Following receipt of the BBB matter, in order to prevent any further delays, on April 17,2024, Asurion submitted a request to remove VMP for the wireless number ending in 2796.  The timeframe for completing this request is 2-3 business days.  If you have any further questions or concerns regarding the removal of VMP, please contact me directly at the email address below. Alternatively, you may contact ******* Wireless directly at ************ for immediate assistance with removing VMP.
  
  We sincerely apologize for any inconvenience or frustration this matter may have caused.  We make a commitment to our customers to provide exemplary customer service and make the cancellation process easy and convenient.  We truly regret that this was not your experience.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ******************************************
  

  Customer response

  04/18/2024

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 6th 2024, I filed a claim for a lost phone. I received the phone activated ut and it was being used. On or around March *****Th 2024. My fiance was at work the phone fell out of his pocket and was ran over by a forklift. I tried filing a claim right away. I went through the process several times each time thinking the new replacement was on the way. On Saturday 3/17/24. I went through the same process and was told that there was no reason for the claims to be denied. I even paid a $99 fee since this replacement could be sent back. I never received a tracking number. On Monday 3/18/24 I called asurion and asked to speak with a supervisor. I was transferred around and was told there was no reason why it should be denied. I was then transferred to ****** at the CEO's off her number is ************. She reached out to the claims rep that said it was denied because of the terms and conditions'. But she could not tell me what terms or condition was not meet. She then directed and transferred me back to ******* wireless. Where i asked for a supervisor and was told basically no. he reached out to Asurion and the rep told him she could start a new claim for me. I told him he needed to reach out to ******. I have been on the phone now for 131 minutes. I have read the terms and condition that ****** directed me to and i can not figure out what I have not meet.

  Customer response

  03/20/2024

  Verizon Wireless

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

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

  Customer response

  03/23/2024

  I still have been trying to submit a claim I am paying for a service on a phone that I can not use I paid for insurance to replace a phone I can not use. I went into the ******* store in ******************* I had an appointment and still had to wait the guy working was by himself. He put me through the same insurance claims process I had already been through 10 times. And I said well what am I suppose to do he said get a flip phone. So I pay for a service and insurance just to get a flip phone 

  

  Business response

  04/17/2024

  April 17, 2024
  
  *****************************
  2877 Scenic Ct.
  ********************
  
  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 18,2024, states:
  
  On March 6th 2024, I filed a claim for a lost phone. I received the phone activated ut and it was being used. On or around March *****Th 2024. My fiance was at work the phone fell out of his pocket and was ran over by a forklift. I tried filing a claim right away. I went through the process several times each time thinking the new replacement was on the way. On Saturday 3/17/24. I went through the same process and was told that there was no reason for the claims to be denied.I even paid a $99 fee since this replacement could be sent back. I never received a tracking number. On Monday 3/18/24 I called asurion and asked to speak with a supervisor. I was transferred around and was told there was no reason why it should be denied. I was then transferred to ****** at the CEO's off her number is ************. She reached out to the claims rep that said it was denied because of the terms and conditions'. But she could not tell me what terms or condition was not meet. She then directed and transferred me back to ******* wireless. Where i asked for a supervisor and was told basically no. he reached out to Asurion and the rep told him she could start a new claim for **** told him he needed to reach out to ******. I have been on the phone now for 131 minutes. I have read the terms and condition that ****** directed me to and i can not figure out what I have not meet.
  
  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 ******* ******** customer to cover multiple devices on their ******* ******** account in the event a device active on a wireless line is lost, stolen, damaged or experiences a post-warranty malfunction. *** MD includes ******** 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.  Approved claims are eligible for repair or replacement, depending on several factors, each determined by Asurion when the claim is filed and approved. 
  
  Our records reflect that on November 14, 2023, you enrolled the wireless account in the *** MD program.  Following enrollment in *** MD, on November 22, 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). 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 Asurions toll-free number.
  
  The section of the Insurance Policy relevant to the matter is set forth below:
  
  G.ADDITIONAL CONDITIONS
  4. Eligibility
  a.To be eligible for coverage you must 1.  be a valid, active and current subscriber of the ******** Service Provider or an approved user of a ********************** number on a valid, active and current account with the ******** 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 March 6, 2024, you completed an online claim for a lost Apple iPhone 14 (128GB) (Claimed Device 1) for the wireless number ending in 9624.  During the claim completion process, you accepted the terms of the claim and satisfied the $229 replacement deductible by debit/credit card.  As you selected the Same-Day Delivery Service, an Apple iPhone 14 (128GB) (Replacement Device) was delivered to the address you provided that same day.
  
  Following the above, from March 14, 2024 to March 27, 2024,you initiated multiple claims, this time reporting a damaged Apple iPhone 14 (128GB) (Claimed Device 2) for the wireless number ending in 9624.  For one of those claims, filed on March 16,2024, the order was submitted, and an Apple iPhone 14 (128GB) (Replacement Device) was scheduled to be delivered to you. However, following a subsequent review of the claim, the shipment of your Replacement Device was canceled, returned to Asurion, and the $99 replacement deductible charge was subsequently refunded.
  
  A review of your claims and account history determined that the claims were denied in accordance with Additional Conditions 4.a. (as listed above).  We investigated your account activity and found related unusual and/or suspicious account activity.  Please note that the specific reasons or details for a denial under Additional Conditions 4.a.cannot be provided to any customer, as this would compromise the integrity of our insurance programs systems and controls.
  
  Based on the above, we believe the denials of your claims for the wireless number ending in 9624 were appropriate.  We are happy to review any additional information you may have to support your claim, but at this time, we cannot approve your claim based on the information available to us.
  
  The policy guidelines Asurion follows have been explained in this letter, and therefore, we consider this matter closed.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ******************************************
  

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had insurance with Asurion, i lost my device on March ********, they denied my claim multiple times saying i didnt have insurance by the time i lost the device which is not true.

  Customer response

  03/20/2024

  Carrier: Verizon
  Associated number: ************
  Alternative number: ************

  

  Business response

  04/19/2024

  April 19, 2024
  
  *******************************
  E-mail: **************************
  
  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 on March 16, 2024, states:
  
  Had insurance with Asurion, i lost my device on March ********, they denied my claim multiple times saying i didnt have insurance by the time i lost the device which is not true.
  
  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 (***), 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.
  
  The *** enrollment history for the wireless number ending in 2250 reflects the following:
  
  May 14, 2023 through May 27, 2023.
  June 21, 2023 through January 9, 2024.
  February 25, 2024 through the present date.
  
  Following your initial enrollment, on June 2, 2023,Asurion sent you a Welcome Kit.  The Welcome Kit included the *** Terms and Conditions, including the *** Wireless Communications Equipment Coverage Insurance Policy ("Insurance Policy").  More recently, on March 19, 2023, a Program Change Notice, which included an updated copy of the Insurance Policy, was sent to you.  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 Asurions toll-free number.
  
  The *** Terms and Conditions state the following regarding the matter:
  
  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:
  a.If you have subscribed to Line Based Coverage: Covered Property means the wireless device owned by you for which: 1) the unique identification number (International Mobile Equipment Identity (IMEI), Electronic Serial Number (ESN), or ********************** Equipment ID (MEID)) of such wireless device is reflected in the records of the Wireless Service Provider at the time your coverage initially became effective; and 2) for which outgoing airtime usage has been logged with the Wireless Service Provider on the account after coverage became effective; unless you have logged outgoing airtime on a different wireless device immediately prior to the time of loss, in which case such wireless device becomes the Covered Property so long as: i) such wireless device is owned by you and you provide us proof of ownership and ii) airtime usage was logged on such device on the account with the Wireless Service Provider immediately prior to the time of loss.
  
  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.
  
  In reviewing your claim history for the wireless number ending in 2250, Asurion confirmed that you filed multiple claims between the dates of February 25, 2024 and March 29, ****************** stolen Apple iPhone 15 *************** (Claimed Device).  The claims were subsequently denied because the Claimed Device was known to have been lost/stolen prior to your re-enrollment in the *** program on February 25, 2024,as evidenced by the notes from ******* Wireless.   In accordance with the Terms and Conditions cited above, coverage is provided if any covered damage or loss to the Covered Property is sustained while your coverage is in effect.  Because coverage was not in effect at the time you reported the loss (February 25, 2024), the claims were correctly denied.
  
  On April 1, 2024, you filed a new claim, this time reporting that the Claimed Device for the wireless number ending in 2250 was lost on February 24, 2024,and subsequently recovered that day before being lost again on March 7, 2024.  After reviewing the updated claim details,Asurion approved the claim for completion. During the claim completion process, you accepted the terms of the claim and satisfied the $99 replacement deductible by debit/credit card.  On April 2, 2024, an Apple iPhone 15 *************** replacement device was delivered to the address provided.  Therefore, we consider the matter resolved.
  
  Please feel free to contact me if you have any other concerns or questions.  I am available by email Monday through Friday from the hours of 9:30am to 4:00pm CST.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ******************************************
  

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 03.15.24 I contacted Asurion about replacing a cracked screen on one of my cellphones. I already pay $50.00 monthly for this coverage. Apparently during my call on 03.15.24 the associate that I spoke with enrolled me in ******* Home protection without my consent/knowledge after I repeatedly declined the additional services. I was made aware of what happened today when I received a Thank you email from ******* welcoming me to the ******* Home Protection plan. I called ******* spending countless hours on the phone with an associate to have this removed. It is unfortunate and disheartening that dedicated customers are being taken advantage of.

  

  Business response

  04/18/2024

  April 18, 2024
  
  *************
  E-mail: ********************
  
  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 on March 16, 2024, states:
  
  On 03.15.24 I contacted Asurion about replacing a cracked screen on one of my cellphones. I already pay $50.00 monthly for this coverage. Apparently during my call on 03.15.24 the associate that I spoke with enrolled me in ******* Home protection without my consent/knowledge after I repeatedly declined the additional services. I was made aware of what happened today when I received a Thank youemail from ******* welcoming me to the ******* Home Protection plan. I called ******* spending countless hours on the phone with an associate to have this removed. It is unfortunate and disheartening that dedicated customers are being taken advantage of.
  
  The desired resolution listed in your case states the following:
  
  Billing Adjustment.
  
  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. Approved claims are eligible for repair or replacement, depending on several factors, each determined by Asurion when the claim is filed and approved.  On April 27, 2023, you enrolled the wireless account in *** MD, and it remains enrolled.
  
  Separately, ******* Home Device Protect (****) is an optional month-to-month service contract program that includes service contract coverage and technical support services for an unlimited number of eligible consumer home electronics.  You state that on March 15, 2024, during the cracked screen repair of a device associated with a claim filed under the *** MD program, you were enrolled in the **** program without authorization.
  
  We appreciate you bringing this matter to our attention.  We have confirmed that on March 15, 2024, your enrollment in **** was canceled, and billing ceased.  In addition, any/all related charges were refunded to you in full. Please note that Asurion takes this matter seriously, and we are currently investigating the matter.
  
  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.
  
  If you have any further 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,
  *********************, Regulatory Affairs
  Email: ******************************************
  

  Customer response

  04/24/2024

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

• Initial Complaint

  03/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Wed 02/21/24 I began the claim process on an iphone se with asurian - the insurance carrier for ***** My phone was quite old, and paid off. They did get me a replacement phone promptly. However, from the time the phone came and I went to use it at a NEW carrier - Spectrum - I found out they had LOCKED the sim card on the device, even though I do not owe any money. I did review the paperwork in claims process and it did not inform the phone would be locked for 60 days. Strangely, ASURIAN is also the insurance carrier for my new phone company. Since I have a business mobile account, when you go to follow up via the website or phone, when they ask for a SS# none of ours will work and they hang up on you. I have yet to talk to a REAL PERSON at Asurian. I paid 100 to get a new phone and I am unable to use it. I have searched for alternate phone numbers for the business but can not get any. I would appreciate help.

  

  Business response

  04/12/2024

  April 12, 2024
  
  ***************************
  ****************
  Wilmington,** 90744
  
  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 14,2024, states:
  
  On Wed 02/21/24 I began the claim process on an iphone se with asurian - the insurance carrier for AT&T. My phone was quite old, and paid off. They did get me a replacement phone promptly. However,from the time the phone came and I went to use it at a NEW carrier - Spectrum -I found out they had LOCKED the sim card on the device, even though I do not owe any money. I did review the paperwork in claims process and it did not inform the phone would be locked for 60 days. Strangely, ASURIAN is also the insurance carrier for my new phone company. Since I have a business mobile account, when you go to follow up via the website or phone, when they ask for a SS# none of ours will work and they hang up on you. I have yet to talk to a REAL PERSON at Asurian. I paid 100 to get a new phone and I am unable to use it. I have searched for alternate phone numbers for the business but can not get any. I would appreciate help.
  
  The desired resolution listed in your case states the following:
  
  Repair;Contact by the business; Replacement.
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for Business 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 experience 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.  The Protect Insurance is underwritten by **************************** (Continental), which is one of the *** underwriting companies.  Customers can file a claim by calling Asurions toll-free number at **************, or by going online at www.phoneclaim.com/att. 
  
  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 February 22,2024, you filed an online claim with Asurion for a damaged Apple iPhone SE 2020 256GB (Claimed Device). You accepted the terms of the claim and authorized the $100 replacement deductible billed to your wireless account. On February *******, the replacement Apple iPhone SE 2022 256GB (Replacement Device) was delivered to the address you provided, fulfilling Asurions claim obligation.
  
  Regarding the AT&T-bound device you received as a replacement, as Asurion does not manage the locking/unlocking policies of the wireless provider, the locking/unlocking of the device would need to be handled with the wireless provider directly. Therefore, we kindly ask that you contact AT&T for further assistance with this matter.
  
  Regards,
  
  ***************************, Regulatory Complaints
  Email ***************************************
  
  
  
  
  
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 23 January 2024, my husband's phone quit working properly. We pay for ******* Mobile Protect, so I figured getting a replacement wouldn't be a big deal. (I was terribly wrong.) ******* uses Asurion. I made a claim with Asurion that exact day. (Asurion Customer Support: **************) I agreed to pay the $99 deductable. I also agreed to mail in the damaged phone within 15 days of receiving the new phone, or I would face a $300 charge. I recieved the new device the very nexy day, 24 January 2024. However, that device was defective. Not even 5 hours of trouble shooting at a ******* store got the device to work. On 26 January 2024, I call Asurion again to tell them I received a defective device. I am assured that it is not a problem because they have a 365 day warranty on replacement devices and will send a new one right away. On 29 January 2024, I receive the new replacement and it sets up with ease. (Asurion Tech Coach: **************) After the set up is complete, I confirm with the Tech Coach on what to do with each device and she instructs me to place BOTH damaged/defective devices in the SAME return box that was provided and use the NEWEST shipping label provided. The package was dropped off with *** on 1 February 2024 and I thought that was that. On 6 February 2024 I got a text from *******, saying the device was received! On 17 February 2024, I recieved a letter in the mail from Asurion that they never recieved my damaged device and that I needed to return it or I would be charged $300. I called Asurion right away, surely this was a mix-up! According to the gentleman I spoke with, there was no record of me calling on 26 or 29 January and they never sent me a second device. To his surprise, I had the tracking number of the package I sent back. (*** 1Z4E9W390625909068) He said he could see that the package was received 6 February 2024 and that he would have someone locate the devices. Now it is 11 March 2024 and Asurion charged me the $300! They scammed me!!!

  

  Business response

  04/23/2024

  April 23, 2024
  
  *****************************
  *****************************
  ******, WI 53403
  
  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 11,2024, states:
  
  On 23 January 2024, my husband's phone quit working properly. We pay for ******* Mobile Protect, so I figured getting a replacement wouldn't be a big deal. (I was terribly wrong.) ******* uses Asurion. I made a claim with Asurion that exact day. (Asurion Customer Support: **************) I agreed to pay the $99 deductable. I also agreed to mail in the damaged phone within 15 days of receiving the new phone, or I would face a $300 charge. I recieved the new device the very nexy day, 24 January 2024. However, that device was defective.Not even 5 hours of trouble shooting at a ******* store got the device to work.On 26 January 2024, I call Asurion again to tell them I received a defective device. I am assured that it is not a problem because they have a 365 day warranty on replacement devices and will send a new one right away. On 29 January 2024, I receive the new replacement and it sets up with ease. (Asurion Tech Coach: **************) After the set up is complete, I confirm with the Tech Coach on what to do with each device and she instructs me to place BOTH damaged/defective devices in the SAME return box that was provided and use the NEWEST shipping label provided. The package was dropped off with *** on 1 February 2024 and I thought that was that. On 6 February 2024 I got a text from *******, saying the device was received! On 17 February 2024, I recieved a letter in the mail from Asurion that they never recieved my damaged device and that I needed to return it or I would be charged $300. I called Asurion right away, surely this was a mix-up! According to the gentleman I spoke with, there was no record of me calling on 26 or 29 January and they never sent me a second device. To his surprise, I had the tracking number of the package I sent back.(*** 1Z4E9W390625909068) He said he could see that the package was received 6 February 2024 and that he would have someone locate the devices. Now it is 11 March 2024 and Asurion charged me the $300! They scammed me!!!
  
  The following is the desired resolution listed in your complaint:
  
  Refund.
  
  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 September 27, 2022, the primary account holder, ********************************* (the Insured), enrolled the wireless number ending in 7437 in ***.  Following the enrollment, on October 14, 2022, 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, on February 16, 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.  On March 11, 2024, *** was terminated, and the wireless number ending in 7437 is no longer enrolled in the *** program.
  
  The *** program materials include the following information relevant to your concerns:
  
  Non-Return Fee: If you receive a replacement device, your original device must be returned to us (unless it has been lost or stolen) using the prepaid shipping label provided with your replacement device. Under the ********************** program, a Non-Return Fee of up to $300, based on the cost of the claim to Liberty Insurance ***************** (or its affiliates), *** be charged for your failure to return your original device. Under the ******* Extended Warranty, a Non-Return Fee of up to the full retail price of the replacement device *** be charged for your failure to return your original device.
  
  The *** Insurance Policy includes the following information relevant to your concerns:
  
  E.INSUREDS DUTIES IN EVENT OF LOSS TO INSUREDS COVERED PROPERTY
  In the event of loss or damage to Covered Property, the Insured presenting the claim must cooperate with us and see that the following are done:
  
  8.Return of Damaged and/or Malfunctioning Covered Property
  The Additional Insured is required to return the damaged property including, if coverage is provided under the policy, property that suffered mechanical and electrical breakdown, to the Authorized Service Center or other designated location. If the replacement equipment is sent to you, you will be provided a prepaid shipping label and envelope in which to return the damaged property.Disposal of the damaged Covered Property other than by returning it to the Authorized Service Center, or other location designated by us, requires the prior consent of us or our Agent. If the damaged Covered Property is not returned as directed within 15 days of the receipt of the replacement equipment, a Non-Return Fee as applicable to the model of Covered Property, not to exceed three hundred dollars ($300) *** be charged to the Additional Insured.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible,remediate the matter.  On January 23, 2024,after validating the ******* Wireless account, you completed an online claim for a damaged ******* Galaxy Z Fold4 5G (256GB) (Claimed Device) for the wireless number ending in 7437.  During the claim completion process, the terms of the claim were accepted, which included the return of the Claimed Device to the fulfillment center within fifteen (15) days, and the $99 replacement deductible was satisfied by a debit/credit card.  On January 24, 2024, a ******* Galaxy Z Fold4 5G (256GB) (Replacement Device) was delivered to the address provided.
  
  In researching the matter thoroughly, we confirmed that there is no record of any contact with Asurion on your wireless account on January 26, 2024 or January 29, 2024, and no record of a second Replacement Device being ordered or shipped from Asurion.  The next contact we have a record of,following your January 23, 2024 claim, was on February 17, 2024, when you requested an extension for the return of the Claimed Device.  An extension was granted as a customer courtesy, with March 9, 2024, as the expected return date of the Claimed Device.
  
  The *** tracking number you provided to an Asurion representative on that February 17, 2024 phone call, 1Z4E9W390625909068, does reflect delivery on February 5, 2024, but no associated device was scanned into the fulfillment center.
  
  As stated in the Terms and Conditions cited above, an additional non-returned equipment charge *** apply for causes other than loss or theft if you fail to return the Covered Property within fifteen (15) days to the fulfillment center.  Having not received the damaged Claimed Device after the extension expired, on March 10,2024, Asurion assessed a $300 non-returned device charge to the debit/credit card associated with the above-referenced claim, which was in accordance with the *** program materials and Insurance Policy.
  
  Based on the above, your claim was properly assessed the $300 non-returned device charge.  However, following receipt of the BBB matter, as a customer courtesy, on March 12, 2024, we refunded the $300 non-returned device charge.  Therefore,we consider the matter resolved.
  
  We sincerely apologize to you for any inconvenience this *** 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 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,
  
  *********************, Regulatory Affairs
  Email ************************************

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been trying to file a claim for my lost Iohone 15 pro *** via online and over the phone. Each time they tell me wait 24 hours for review and dont get back to me with follow up or next steps. And prevent me from even looking into the claim.

  Customer response

  03/11/2024

  Phone carrier: Verizon

  number: ************

  Alt number: ************

  

  Business response

  04/15/2024

  April 15, 2024
  
  ***************************
  ******************************************************
  
  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 March 9, 2024, states:
  
  Ive been trying to file a claim for my lost Iohone 15 pro *** via online and over the phone.  Each time they tell me wait 24 hours for review and dont get back to me with follow up or next steps.  And prevent me from even looking into the claim.
  
  The desired resolution listed in your case states the following:
  
  Replacement;Refund.
  
  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 November 15, 2023, you enrolled the wireless number ending in 4268 in ***, and it remains enrolled.  Following your enrollment, on November 27, 2023, Asurion sent you a Welcome Kit.  The Welcome Kit included the *** Terms and Conditions, including the *** Wireless Communications Equipment Coverage Insurance Policy ("Insurance Policy").  In addition, program brochures detailing the *** Terms and Conditions, including the Insurance Policy, are available at ******* retail locations at the time the customer decides to enroll in ***.  These materials can also be obtained at any time at the customers convenience online at www.phoneclaim.com/verizon or www.verizon.com or by calling Asurions toll-free number.
  
  The *** Coverage Certificate states the following regarding the matter:
  
  A.COVERAGE
  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 (****)), 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 phone 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
  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;
  
  In reviewing your claim history, Asurion confirmed that between February 20, 2024 and March 30, 2024, you filed multiple claims for a lost or stolen Apple iPhone 15 **************** with the International Mobile Equipment Identity (****)ending in 0137 (Claimed Device 1) or with the **** ending in 1378 (Claimed Device 2) for the wireless number ending in 4268.  The loss dates you provided were February 14, 2024 and February 15, 2024, as outlined below:
  
  Three (3) of the eight (8) claims were subsequently denied because there was wireless activity associated with Claimed Device 1 and Claimed Device 2 active on the wireless number ending in 4268 after the loss dates you provided (i.e., February 14, 2024 and February 15, 2024).
  
  Five (5) of the eight (8) claims were denied because your ******* account was suspended due to non-payment.  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.
  
  Following a subsequent review, Asurion determined that the account was active and current at that time; however, the claims would have been denied because there was wireless activity associated with Claimed Device 1 and Claimed Device 2 active on the wireless number ending in 4268 after the loss dates you provided (i.e., February 14, 2024 and February 15, 2024).
  
  Following the above, on March 30, 2024, you filed another claim, this time reporting that Claimed Device 1 was malfunctioning.  However,there was no indication that Claimed Device 1, which was previously reported on multiple occasions as being lost or stolen, had been recovered.  Nevertheless,the claim was systematically canceled by Asurion because you reported that Claimed Device 1 experienced a mechanical/electrical failure outside the manufacturers warranty period. For clarity, the *** 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 admistered 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.
  
  Based on the above, we believe the claim cancelation and denials were appropriate.  You are welcome to submit a new claim online at www.phoneclaim.com/verizon or by calling Asurion at ************.  Please note that all claims are subject to review, and the review process is not meant to be an inconvenience but rather is designed to protect customers accounts.
  
  The policy guidelines Asurion is following have been explained in this letter, and therefore we consider this matter addressed.  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                                                                
  ******************************************
  

  Customer response

  04/16/2024

   
  Complaint: 21409864
  
  I am rejecting this response because:
  I had to file additional claims just to simply get someone on the phone. Several times I did everything you guys asked of me regarding the phone. If my phone was used after the day I lost it how would I possibly know that if I dont have possession of it? Ive complied with everything you guys asked and you guys dont hold up your side of the agreement. Just taking my money but not providing the service.
  Sincerely,
  
  ***************************

  

  Business response

  05/08/2024

  May 8, 2024
  
  ***************************
  ********************** A
  ****************
  
  Re:Case # ********
  
  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 April 26, 2024 states:
  
  I am rejecting this response because:
  
  I had to file additional claims just to simply get someone on the phone. Several times I did everything you guys asked of me regarding the phone. If my phone was used after the day I lost it how would I possibly know that if I dont have possession of it? Ive complied with everything you guys asked and you guys dont hold up your side of the agreement. Just taking my money but not providing the service.
  
  Sincerely,
  
  ***************************
  
  Response:
  
  As stated in our previous response, multiple claims were denied because there was wireless activity associated with Claimed Device 1 and Claimed Device 2, which were both reported lost or stolen, well after the loss dates you provided.  We are happy to review any additional information you may have to support your claim, but at this time, we cannot approve your claim based on the information available to us.
  
  If Claimed Device 1 has been recovered and is now malfunctioning as you reported on March 30, 2024, we refer you to ******* to file an Extended Warranty claim.  As the program materials state, claims for loss, theft, or damage may be filed with Asurion.  However, claims for post-warranty malfunctions must be filed with ******* at **************. 
  
  The policy guidelines Asurion is following have been explained in this letter, and therefore we consider this matter closed.
  
  Regards,
  
  *********************, Regulatory Affairs
  Email ******************************************
  

• Initial Complaint

  03/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased insurance with Asurion to cover my cell phone thats over $1,000.00. I filed a claim and was promised a technician that never arrived . Called back the next day and they are trying to set up another tech for the same time while telling me they dont think a tech will be there between 7-9pm on a Saturday . They dont offer next day service even though its advertised on their website . Now we have to wait 4 days to get a phone they promised same day delivery . They offered me $25.00 for the inconvenience . Im reporting the false advertisement of them having a phone to you same day or latest next day delivery .

  

  Business response

  04/04/2024

  April 4, 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 9,2024, states:
  
  I purchased insurance with Asurion to cover my cell phone thats over $1,000.00. I filed a claim and was promised a technician that never arrived . Called back the next day and they are trying to set up another tech for the same time while telling me they dont think a tech will be there between 7-9pm on a Saturday . They dont offer next day service even though its advertised on their website . Now we have to wait 4 days to get a phone they promised same day delivery . They offered me $25.00 for the inconvenience . Im reporting the false advertisement of them having a phone to you same day or latest next day delivery.
  
  The desired resolution listed in your case states the following:
  
  Contact by the business.
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 4 (PA4)program, which is an optional device ********************** program available to AT&Ts customers. PA4 provides coverage for up to four (4) eligible devices in the event they are lost, stolen, damaged, or experience an out-of-warranty malfunction. PA4 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. The Protect Insurance is underwritten by **************************** (Continental),which is one of the *** underwriting companies. Customers can file a claim by calling Asurions toll-free number at ************** or by going online at www.phoneclaim.com/att. 
  
  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 due to a lack of available Same Day Delivery technicians and sincerely apologizes for the inconvenience you may have experienced because of this matter.  Asurion determined that on March 7, 2024, the replacement Apple iPhone 15 Pro 128GB (Replacement Device) was delivered to the address you provided. In addition, on March 11, 2024, an Asurion representative attempted to contact you to address your concerns but was unable to reach you. The Asurion representative left voicemails and sent an email with their direct contact information. If you have any questions or concerns, please contact the Asurion representative directly using the contact information provided. 
  
  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

  03/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I filed an insurance claim with Asurion (Claim ID: ************* and was supposed to receive a check for $1167.75. They assured me i would receive my check in 3-5 business days from Jan 10, 2024. I have since called back 6 times, each time being assured all issues have been resolved and i will receive my check in 3-5 business days with a ***** tracking number to track the check in the mail. I still have not received my check and have never received a tracking number for the check. The online claim tracking page has shown the wrong information since day one.Asurion individuals have refused to connect my with a supervisor even after multiple requests, each time ensuring me that everything has been resolved and i will receive my check in 3-5 business days. It has been a total of 57 days to this point.

  Customer response

  03/07/2024

  Verizon

  **********

   

  

  Business response

  04/03/2024

  April 3, 2024
  
  *****************************
  ****************************
  *********, ** 98629
  
  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 7,2024, states:
  
  I filed an insurance claim with Asurion (Claim ID: ************* and was supposed to receive a check for $1167.75. They assured me i would receive my check in 3-5 business days from Jan 10, 2024. I have since called back 6 times, each time being assured all issues have been resolved and i will receive my check in 3-5 business days with a ***** tracking number to track the check in the mail. I still have not received my check and have never received a tracking number for the check. The online claim tracking page has shown the wrong information since day one. Asurion individuals have refused to connect my with a supervisor even after multiple requests, each time ensuring me that everything has been resolved and i will receive my check in 3-5 business days. It has been a total of 57 days to this point
  
  The desired resolution listed in your case states the following:
  
  Refund;Delivery
  
  Response:
  
  ******* Mobile Protect Multi-Device (VMPMD) 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 coverage (WPP),which is a component of the Protect MD program that, along with insurance coverage, includes extended warranty coverage and technical support.  Customers enrolled in Protect MD can file a claim by calling Asurions toll-free number or going online at www.phoneclaim.com.
  
  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 January 10, 2024, you filed a claim for a damaged ******* Galaxy S22 Ultra 5G 128GB (Claimed Device) for the wireless number ending in 3579. During the claim process, you were offered a replacement through reimbursement. The reimbursement option provides you a check for the current purchase price of a replacement device, plus applicable taxes minus the $99 replacement deductible,totaling $********, and you accepted this option. On January 11, 2024, the ******** reimbursement check was mailed to the address you provided. However,on January 23, 2024, you contacted Asurion to report that you had not received the reimbursement check.
  
  Asurion acknowledges that there was a delay in receiving the reimbursement check, as the check may have been lost in transit, and sincerely apologizes for the inconvenience you may have experienced. To resolve the matter, on March 4, 2024, Asurion reissued the reimbursement check in the amount of $********. On March 28, 2024, an Asurion representative contacted you and confirmed your receipt of the reimbursement check. Therefore,we consider this matter to be resolved. 
  
  We sincerely apologize for your frustration. 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 ***************************************
  
  
  
  
  
  

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