Asurion cell phone insurance review!

This is a perfect example of what Asurion does (or any other company for that matter).

You only had your phone for a few days. It wasn't really used long enough to be put on the chart as a "used" device.

Whenever you have a phone for 3 months, then lose it, the phone you lost was NOT brand new. So if it's not brand new, why would Asurion send you a brand new phone? They wouldn't...and I wouldn't.

Originally Posted by amstamey

I stumbled across this site this weekend after I had contacted T-mobile after loosing my Blackberry 8520 on Fri. night. I was unaware that they outsourced their insurance claims to another company, which happened to be Asurion. So I placed my claim with Asurion on Sat. evening around 6PM and it took relatively no time at all and the representative was very kind and made the process painless. So then feeling good about the situation I happened to google "Asurion Insurance Reviews" and stumbled across this site. I spent countless hours reading through this whole topic and everyone's horror stories, and became quite skeptical that I would receive a refurb'd P.O.S. So therefore today Tues., my package arrives from Asurion and I open it expecting the worst, that was not the case. I had received a brand new unopened Blackberry just like the one I lost a few days before. Considering I had only purchased the new phone 4 days before loosing it....go figure....the phone I had received was in the exact same packaging and came with all the accessories that I had received new a few days prior when I purchased the phone from T-Mobile. So in short, I could not be happier with the service and product I have received from Asurion.

---

› See More: Asurion cell phone insurance review!

I need to give all an update. Cost as of Feb 10 is 7.00 per month with a 95.00 deductable. I recently (last week) had a claim due to moisture in my Blackberry Curve. After hitting my credit card for the 95.00 deductable they sent a refurbished Blackberry Pearl. The unbelievely rude humans at Asurion told me to take the Pearl and like it. No other recourse with them. To their credit the local reps at the Verizon store made it right and sent me a reconditioned Curve the next day, but not until additional conversation with Asurion. MORAL: TAKE YOUR PROBLEMS TO THE VERIZON STORE IF YOU RUN INTO A WALL WITH ASURION.

Hello!

I joined to post my review of Asurion. I had recently shattered the screen of my Storm and needed replacement. I knew that I had purchased damage insurance but didn't know at the time it was a third party company. (my provider is Verizon) I googled Asurion after I learned the name of the company from VZ and found this thread. Needless to say, I was very nervous about the outcome of my claim.

Let me say here that the entire experience was flawless on their end. The only holdup on my end was not being familiar with the process and doing things out of turn. I had changed to a backup phone prior to filing the claim. This makes a mess out of Asurion's ability to verify what phone you have with your provider.

Once that was cleared up, I had my new Storm the next day and all is well. The people at Asurion were friendly and seemed genuine in wanted to get the claim through. $50.00 deductable. (I read somewhere here that it was $96) Just goes to show you can't read everything you read about a company.

Cheers!

Well, the deductible is actually $95, and it is TRUE, it isn't a false rumor...but, there is a loophole.

If you had insurance with Asurion with another device or a device that didn't require an expensive deductible, then your deductible doesn't change with the phone change...so if you had a really simply device (like the enV, which has a $50 deductible) and got the Storm, the deductible would remain $50. If you got brand new service with the Storm today, you would incur the deductible of $95.

Originally Posted by paullie

Once that was cleared up, I had my new Storm the next day and all is well. The people at Asurion were friendly and seemed genuine in wanted to get the claim through. $50.00 deductable. (I read somewhere here that it was $96) Just goes to show you can't read everything you read about a company.

Cheers!

]GOOD NEW, BAD NEWS, BEST NEWS. After losing my phone Sat 2-13 evening, I began my claim with Asurion on Sun 2-14 11 am. Completed the claim (paying my 85.00 ded by Mastercard) at 2:30 PM the same day. I was told the replacement phone would not be sent until the following day Mon 2-15 and would be delivered on Sues 2-16 My found was found and returned to me Sun 2-14 at 4 pm..I immediately called Asurion to "cancel" the claim explaining the phone was found. I was told "unfortunately we cannot cancel the cliaim at this time. You will need to wait until delivery, refuse the shipment, then call us back give us athe new tracking number from UPS. Then we can cancel the claim and refund your credit card charges. Mind you this is still Sun, the same day I completed the claim and the day before the phone was to be shipped. Why couldn't they cancel it????? I called back and spoke to the Supv this poor soul said he didn't really know the criteria to cancel a claim, only that he knew he couldn't.Tues 9 am my phone was shut off, I had not seen the UPS driver yet to refuse the package. I went on the Asurion website, clicked the contact us and got through to the CEO's email, set up for ideas to be sent in. Within a hour of my email my phone was reactivated. On Tues at 7 pm I refused the UPS. Wed 7am 2-17 I called to advise of the returned package and get my credit card refunded only to be told I would have to waited until the package was delived to the warehouse and then 3-4 days following I would have my refund. OMG! I didn't bother to explain the scenario to the rep as he didn't speak english and I didn't have the patience to deal with him I just hung up. Went back to the contact us webpage again and blasted them. How dare they tell me to wait another 7-8 days for a refund that should have never been charged in the first place. I reminded them of my attempts to cancel the claim on the same day as it was made etc. TOO MY SUPRISE, 5 MINUTES after I hit the send button my phone rang it was "Andy" in the CEO 's office of Asurion calling to tell me my credit card would be refund that day. And to keep his private number for future use should I need it. So my friends and partners in feeling shafted please feel free to call my new friend Andy at removed for any matters that you may have with Asurion and need a little help in resolving.
Sincerely.
Me]

Asurion sucks! My Blackberry Storm's screen got cracked. Then sent me a refurbished one which immediately had issues: didn't accept a charge, dropped calls and constantly rebooted itself. So I called to complain. The young lady I spoke to insisted I call back from another phone, which I do not have. I tried to explain that this was an issue that technical support could not fix and that there were obviously software and electrical issues. She said I should go to a payphone and call her back... if I wanted a new phone. I called Verizon to complain and they reconnected me with Asurion who again insisted that I call them back from another line. Finally after three calls they agreed I needed a new phone. I asked for the new one not to be refurbished, but they said they couldn't control that. The new phone came today. Turn it on... come to find out it is another refurbished phone running on OLD SOFTWARE! Once I synched it to my computer and put the 5.0 BlackBerry software on it totally froze and crashed!!!!! I called Asurion once again... said this is ridiculous and all the phones they are sending me are BAD!!!! The lady agreed to send me a new Storm or a new Storm 2, should I want. I agreed and will give them ONE LAST CHANCE to rectify this disaster. How can they get away with replacing phones with refurbished NON-FUNCTIONAL pieces of JUNK!!! Enfuriating!

Well, it is normal that they replace the phone with a refurbished one...since the phone you broke was not brand new...so why should they replace it with a brand new one...they shouldn't.

As for it not functioning, at least they eventually resolved the issue.

Originally Posted by PBDarcy

How can they get away with replacing phones with refurbished NON-FUNCTIONAL pieces of JUNK!!! Enfuriating!

Nick,
I am certain that you are associated with Asurion which is fine. I have not gotten a working phone from them yet. I am on phone #2 and if phone #3 is still defective I will be going to Verizon and the BBB! I don't really mind that the phone is refurbished if it WORKS... unfortunately none of the ones they have sent have :-(

If you mean a customer of Asurion, yes. I am NOT; however, an employee of Asurion nor am I affiliated in any other way...besides being a customer. I work in the wireless industry, but not for a wireless carrier, either. I work for a testing development center here in California. We are assistants to the FCC basically. We've been referred to as the "West Coast Feds" even though we're a step below them.

I rarely see customers complain about the quality of the device Asurion provides...usually they just complain the device isn't brand new.

Originally Posted by PBDarcy

Nick,
I am certain that you are associated with Asurion which is fine. I have not gotten a working phone from them yet. I am on phone #2 and if phone #3 is still defective I will be going to Verizon and the BBB! I don't really mind that the phone is refurbished if it WORKS... unfortunately none of the ones they have sent have :-(

Filed a claim for my Blackberry 9700 (tmobile) on 3/6/10, that I had lost the day before. I too, had to fax an affidavit along w/ my id & proof of purchase being that I got the Blackberry from an in-direct dealer. I was told that after I had faxed everything I would get contacted within 3hrs via phone or email, didn't recieve neither. I figured ok, its the weekend..let me cut these people a break. I call back Monday (yesterday)and got asked if I had already filled out the affidavit and all that good stuff, I replied back "yes, and everything was done properly & in a timely fashion so there shouldn't be no problems with the documents". She put me on hold for about 5-6mins, got me connected to an adjuster that asked me a couple of questions, I got them right. The adjuster asks me what would I like to do..either do the deductible payment over the phone with her or finish it online, I told her I would just go online and finish. She proceeded with the usual "thank you for being part of asurion & tmobile..blah blah". Long story short, I finished my claim..their 'track my claim' link gave me a tracking number that had no info at first, I waited & waited & waited and finally today 3/9/2010 I got a tracking number around 2:00pm..it stated on the Asurion website(phoneclaim.com) that it should have been delivered by today, but obviously it didn't. Checked the tracking number that was provided @ the asurion website 10minutes ago, and UPS finally got the info, so I should be getting my device tomorrow.

All in all, smooth sailing so far..I'll keep you guys updated, let ya'll know if it was a refurb or not.

Today (3/10/2010) UPS got here around 12:30pm, I opened the box..and what do you know a brand new Blackberry 9700 made in Canada!

I'm happy with the service I was provided, and it kinda makes sense they sent me a new BlackBerry when the one I lost itself was like 3-4 days old. Hopefully this thread sheds some light on users going through the insurance claim process.

(posted same thing on crackberry.com)

I for one have had nothing but problems with asurion. I called AT&T to let them know that I had spilled coffee in my cell phone on accident, they transferred me to asurion, great I was happy about that. The lady I spoke with asked what happened, and what kind of phone I had, and I told her. She said that was not the same phone that they had on file for me, which I have no idea why that would be because that is the phone that AT&T had on file for me, then said "please hold while I transfer you to a specialist." Guess what, that specialist is a recording and every time you call back after that you will not even get to talk to someone you will just hear that recording. So essentially the recording said I need to send in some additional information to process my claim, so I got all the paperwork together, had it notarized and everything just like I was supposed to and mailed it out. I got a phone call from asurion a few days later that said I forgot to mail my bill summary with the forms...oops...my bad so I faxed it to the number they provided. I call them about 3 days later, about 12 times until i could finally get someone who wouldn't just ship me to the recording, They told me that they haven't spoken with me since the first time that I called and I did not fax out my bill summary. Now i'm getting upset because I have already been without a phone for almost a week. So I ask for the fax number again, and they give me a different one. I fax out my bill summary again...that was three days ago and I still have not heard from them. I am soon going to go to the store and buy a phone outright and tell asurion to take their insurance and do you know what with it. Every time I called I was very nice to the people, and recieved horrible customer service and my claims process has been obnoxious. This is the first time that I have made a claim with them, and if it ever gets finished you can bet that the insurance will be cancelled and I will just insure my own phone. For the amount of time that it has taken (almost at 2 weeks), and the amount of clients that have been unable to get in touch with me, I sincerely hope they get moving on this. AT&T won't lend me a phone to use in the meantime so I'm up the creek without a paddle. Thank you Asuroion for supposedly making my life easier. DO NOT BUY THIS INSURANCE!

The Better Business Bureau is a great idea. I don't know if it will work with my denied claim, but at least maybe someone else will see the complaints before they purchase insurance that doesn't help at all.

Technically, your phone was "brand new". If you haven't had the phone that long, it makes sense that Asurion would send you a brand new phone.

However, if you've had it for two months...it is no longer brand new and you should not receive a brand new phone.

Originally Posted by nifty

Today (3/10/2010) UPS got here around 12:30pm, I opened the box..and what do you know a brand new Blackberry 9700 made in Canada!

I'm happy with the service I was provided, and it kinda makes sense they sent me a new BlackBerry when the one I lost itself was like 3-4 days old. Hopefully this thread sheds some light on users going through the insurance claim process.

(posted same thing on crackberry.com)

seems that everty time some one posts something bad about asurion, some one steps in and blsts them for not understadnig how insurance works....we all know how insurence works...the problems is that asurion is underhanded in their bus practices and I hope a class action lawsuit firm finds these posts soon and starts a suit against asurion...there is obviously some one from asurion attacking people posting on this forum...
jb805

---------- Post added at 05:11 PM ---------- Previous post was at 05:08 PM ----------

seems that everty time some one posts something bad about asurion, some one steps in and blsts them for not understadnig how insurance works....we all know how insurence works...the problems is that asurion is underhanded in their bus practices and I hope a class action lawsuit firm finds these posts soon and starts a suit against asurion...there is obviously some one from asurion attacking people posting on this forum..