Asurion Overview
Asurion has a 1.4-star rating, derived from feedback provided by 2500 customers. In the Insurance category, it secures the 2th position out of 868 companies.
Rating
Contact Information
Website
www.asurion.com
Phone
(844) 529-2692
1101 Church St, Nashville, Tennessee, 37211, United States
Asurion Reviews
Melanie
Shipping
I need help shipping computer to assurion for repair. I need call from assurion to help with shipping
Jeannette
I’m trying to make a claim, and it is very difficult
My phone got stolen. Im trying to make a claim. It is so difficult with your company.. the service here is terrible. Trying to find a number for the service is terrible. Just all-around a horrible experience.
Tvisha
Need to speak to a human
My replacement for a lost phone Claim # 922****. Assurian said to take phone to verizon as the tech who delivered the phone was unable to complete setup. Verizon wants $30 to set up the phone. This is unbleeping satisfactory. 2 hours on the phone with a tech in india and 2 more hours with another tech 2 more hours with an apple tech & were told they will call us back in 24 hours. Assurian says call verizon. Verizon wants $30.00 to set it up and apple says they need 24 hours to set it up. We are tired of the run around. Verizon tech in india says verizon should NOT be charging to set up replacement phones. Someone is not telling the truth. Veriizon store is located 1224 greenbrier pkwy chesapeake va, ihave been waiting for more than 20 minutes on your chat line an still NO RESPONSE! All of this is totally UNSATISFACTORY. In the military we call this a cluster F $#%k and thats exactly what this experience has been. This is not the way to do business. Do i expect to get the promised call in 24 hours from apple??? Sorry but i dont brlieve that for one second.. now heading into day 4 of trying to get my replacement phone set up. What do i have to do and where do i have to go to get help???
Kelly
You cancelled my order
You cancelled my order!!!x!!!x!!!x!!!x!!!x!!!x!!!x!!You cancelled my order!You cancelled my order. You cancelled my order!!!
Deverick
Excuses after excuses to night fix or refund you product.
asurion is not a valuable warranty service. they r full of tricks. you go through hoops and ladders. just to try to do what is asked from you,in terms of getting services for your products. they want pictures,receipts. when you show them this. they either did not receive them or could not see them clearly!
Shawn
They Denied My Claim
I filed a claim with Aurion for my son's damaged laptop. I went through the claims process by sending them pictures of the damage, and then they asked me for the serial number and product number. Furthermore, I stated to them that the sticker was no longer on the device, so my thought was to was the into the BIOS and send them a picture of the information. Well, they denied my claim based on ''their term and conditions'' and I spoke with the claims department and even spoke with the upper-level manager to no avail. I am thinking about canceling my service with them because even Lenovo could not believe that they denied my claim based on this. I am so livid right now and very dissatisfied with this company.
Lafonda
Refund of claim
I am very unhappy and disappointed that it is taking so long for me to receive a refund on an item that was returned my tracking number is 1ZA5503F909035**** I was told once I return the item which was a we watch too UPS I would receive a gift card for Amazon to receive another watch 24 to 48 hours was the second message that I should receive the money to purchase another watch as of today there has been nothing I tried to call again last night there was no response very very disappointed in your service
Nannette
Next Day replacement took 2.5 days, cost more than new!
I filed a claim before noon on a Monday, paid my $99 deductible to get my 2yr old, low end phone replaced with a refurbished phone of the same exact model. It shipped the same day, but did not reach me till Wednesday night. I'd already been without a phone for a day (Sunday) when I filed the claim. Sunday morning till Wednesday night is a long time to wait when you've paid $17/month for 2 years PLUS a $99 deductible. I've paid $507 between the monthly premium & the deductible, but could have purchased the phone new at the Verizon store for $499 & had it the same day! Definitely NOT worth the price! I won't be insuring any phones through Asurion in the future. Next day should be NEXT DAY, especially since I'm paying more for a refurbished phone than I would for a brand new one!
Carlos
Claims review unit is not accessible
Claim review unit is unacceptable. Website and documents upload lock me out. Too many requests for documents already on hand by uploading and emails . I think there is,interest to hold back my claim Asurion request no.180155****
Jake
Awful, awful company
I was assured by retail workers and customer support that my claim would not be denied based on the information I told them. I continuously kept denying due to the FIRST issue I ever came to Asurion with. That issue was completely solved and paid for. Everyday was the same cycle. Get an email that Asurion denied my claim. Call customer support. Customer support refiled and assured that my claim will be accepted. Repeat the cycle the next day. This cycle kept happening until it was time for me to renew my monthly membership. What an utter waste of time and money. What a complete scam.
Jim
I am trying to get my laptop repaired under extended warranty
I submitted the initial claim of laptop not charging in Dec 2022. I was give a claim # and waiting for a return box. Never received it but forgot about it until April 2023. I contacted them and they said they would send me a box again. Never got it. I contacted them again and was given a new claim number and this time I received the box. I confirmed they did not want the charger even though that was possibly the problem. I got the laptop back and did not power on and would still not charge. I contacted Asurion again and this time they wanted the proof of purchase for the warranty and laptop even though they already repaired it. I sent it in with the claim form. They sent me a charger but it was the wrong one. I contacted them again and they asked me to fill out the same paperwork which said the same thing as the other paperwork but with a different date. Then they said it was incomplete. So I sent it again. I contacted them again and their automated system says I have not sent in the form even though I did. I was told I would have to call in and talk to someone. I called and was told they cannot do anything and they had to transfer me. After 10 minutes they hung up without answering. So I contacted Asurion again (always by online chat except that phone call) They said once again nothing can be done and I had to call. I submitted the paperwork again and also filed a BBB complaint. I wonder if someone bought out Asurion because 5 years ago I had no problems putting in a claim. Now it is like pulling teeth.
Joe
Recently filed cell phone claim denied 4 times
As a preamble, I have worked in the insurance industry for the past 13 years supporting insureds in property claims. So I am very familiar with how this process is supposed to work and I am uniquely qualified to read and interpret an insurance policy. I have been paying for insurance for my home electronics and my cell phones through Asurion since they took over for Verizon. Prior to the takeover from Verizon, I was insured directly through Verizon for many years. Over the years I have had a few phones replaced for covered damages when I was covered by Verizon and I never had an issue. In fairness, I have also had one or two claims with Asurion that have gone well but this was a couple of years ago. More recently I filed a claim for a broken subwoofer and Asurion took payment for the deductible but never followed up on the claim and did nothing. My refund for the deductible is now pending. Last week my son broke his phone and it became only partially usable. My coverage is for broken, lost or damaged in any way. I contacted Asurion and after an hour was told to go to the website to pay the deductible. When I attempted to the site said the claim is under review. A few days later I am notified the claim was denied. No explanation, just denied. We went through hours and hours of attempting to rectify this issue and had the claim denied another 3 times with no explanation. They used the same process over and over hoping that we would just go away or solve the issue on our own. This is a very typical denial process utilized by insurance carriers to mitigate their outflow of funds. These carriers invest our premiums and are losing money in the markets so the fastest way for them to make more money is to stop paying claims. This practice is simply theft on a corporate level and nobody will stop them from doing it. Asurion falls under the dominion of the Texas Department of Insurance but try complaining to them and one will quickly find that "TDI" is on their side and they will provide no help whatsoever. So what is to be done about this legalized theft from consumers? I don't know but I wish Ralph Nader was still around. What is happening in our current insurance markets is absurd and illegal.
Nancy
Visit to Beverly MA store today
I was losing battery power on my cell phone quite fast. The power would be at 100 then within a few hours it was in the red. I call d the store several times and no one answered. So after half hour on the phone with customer service she was able to schedule an appointment for me. I went into the store on time and was met by a pretty ignorant sales rep. No hi how are you nothing. I explained the situation with what was happening with my phone and he told me I was surfing the internet and talking on the phone to much. So I said are you kidding me? His response no I am not. He would not replace the battery or look at the phone period. I ended up going to a cell phone repair store and paid out of pocket to have the battery replaced. My big question is what does the insurance cover? If Verizon continues to use this company for insurance claims I will switch companies all together first chance I get. I cannot believe a compan as large as Verizon has a company represent them. Maybe Verizon gets a huge discount for using them for their claims. Oh and at the end of the day I received an email asking why I cancelled my 10:30 appointment. I did not cancel so maybe the sales rep was covering his butt.
Corey
My phone was in a vehicle that got repossed and i filed a claim tobget another they wanted to give me a relecement but wqnted me to pay deductable up front instead of applying it to my bill i could n
Lost my phone in a truck that was repossed called dealership they had no idea of tje phone filed claim but could not afford deductable up front ratjer than apply it to my bill so i coild afford it
Anonim
Terrible Service
6/13/2023 2:23:11 PM I recently filed two claims for two different phones on my account. Claim #1: My wife's phone was overheating, power cycling when it got around 20% battery capacity, people talking on the other end of the call were getting a reverb talking back on the line. Verizon Tech coach filed a claim under warranty, only after I had to dive 20 miles to have one of their affiliated stores (You Break, I Fix It) confirm what I was saying. On Monday, June 12, 2023, they book a 3:00 PM appointment for me to a rather large location encumbering several city blocks (Stanford Shopping Center), I asked for a suite number or phone number, so I wasn't traveling blindly, they could provide neither). Monday Morning, I placed a follow up call to Verizon Tech coach to confirm and to see if they located suite number or address, I was informed there was no such location. After several transfers to different departments, I was told there was no appointment scheduled but they could get me in at Monday, June 12, 2023 @ 3:30 PM for the same location (the one they said didn't exist). Since this was the closest facility, I agreed and proceeded aimlessly towards my appointment. After walking the shopping center for 45 minutes, not finding anything saying You Break, I Fix It, I walked into a Samsung store and asked if they had any clue where You Break, I Fix It store is, they said it was in their back room. They sent me to a service rep, and they looked up my appointment, there was none. They are booked out 4 days out but if I wanted to pay cash, they could handle it overnight. I refused saying I have insurance coverage. You can see the appointment confirmation on my phone. While in the store I called Verizon Tech coach to inform them of what had happened. Verizon Tech coach agrees to send me out a replacement device. Claim #2: I file a claim for a cracked screen on my phone and they set up a mobile appointment for Tech to come to my home. Tech shows at my home takes apart phone and discovers the replacement screen was the wrong color and cancels the claim saying I will have to submit another claim. In the process of tech taking apart screen, now the phone has two large cracks across screen. I contacted Verizon Tech coach, they contacted Asurion to explain the situation. After 2+ hours the call gets disconnected and no return call. Rather than trying this again, I file a new claim and an appointment was set up for the following day, Tuesday June 13, 2023, between 11:00 AM - 1:00 PM. On Tuesday June 13th, I receive a call from a Asurion rep (who barley spoke English) saying they are cancelling the appointment today, that I would have to wait another 3-4 days. I call back Verizon Tech coach who again contact Asurion, The Asurion rep has me fill out my 4th claim for the same issue, but third time I must complete an affidavit and copy of drivers license. After I submit it and they receive the documents, I will be contacted in 2-3 hours after review. This time I ask for replacement device since their mobile tech is unavailable until Friday, June 16th. I receive an email saying claim denied. Once again, I call back Verizon Tech coach who again contact Asurion to explain my situation and frustration. Asurion computer systems are down, and they can't look up my claim. They will call me back after their systems are back up. I WISH THE PHONE CARRIERS WOULD CONSIDER OTHER COMPANIES TO SERVICE THEIR PHONE CUSTOMERS!
Crystal
Still nothing done for my claim
I just wrote what happened but apparently it got deleted when I tried to upload a photo... long story short this company is ridiculous. I still haven't received my check for my googel pixel 3a!!! I purchased the phone they Back Market along with a two year warranty that covered drops accidental breaks etc. and I have even tried to contact Back Market and they would not help. Ok Back in January I filed a claim for my phone because it dropped out of my pocket when I stood up and bounced across the time floors and quit working altogether. well Asurion told me they would refund the amount of my original purchase due to not wanting to pay to have the phone repaired or replaced. I said ok as I understand that because that's an expensive phone and my phone in particular was basically a dinasaur! Ok well I understand that.. so Asurion told me that UPS would be by directly to pick up my phone and that upon receiving it they would then send my check in the mail. I was devastated and with no way to retrieve my data or personal information off of my phone I went to out it on the porch for ups .. well when I got to the porch there was a packing slip saying they picked up the package and sent it off... it took me all day to figure out what happened because at the same time I had my Amazon package saying it was delivered but couldn't find my package anywhere and it was a case of propel strawberry kiwi water and a big bag of mixed chocolate bars. So I called Amazon to see what happened as this was not the first items to come up missing from.my amazon order..well it was about that time when I realized what Happened.. the UPS driver picked up my Amazon package thinking it was what was to be picked up and shipped off to Asurion. well Amazon didn't believe me and would not refund my money or send me the items I ordered again. so I went to numerous UPS stores to find out what to do. I then had to pay 25 dollars to send my phone to asurion with a have to sign for package agreement and within a couple days I received an email from Asurion stating that what I sent to them was not what was in my claim therefore they could not refund my money. so I knew they were talking abouy Amazon package with water and chocolate bars in it. And up until yesterday or the day before I wasn't able to get a response thru Asurion and I was also in the middle of a pretty hectic move from one town to another. and now that it is past the 120 day mark for UPS they no longer have my tracking info and I misplaced my receipt somewhere within the move. I have been tearing my house apart bit by bit every single room that I just moved into and just unpacked all this stuff and it's now a disaster from looking for this receipt. Because Asurion tells me there is nothing in the computer about a tracking number or any of that. which I find extremely odd if they are the ones who sent UPS to me they should clearly have a tracking number within my files. I'm very upset. And I just want what I was promised... my 150 I paid for the phone, which btw is now M. I. A. and I never received any check. they didn't have the respect to even call me back and now they have kept my Amazon package and my phone and never said another word about it. This is why I purchased the warranty to begin with Because I have a two year old and didn't want to not have my phone insured ... so I am seriously considering filing a lawsuit against both companies for failure to provide what is being sold as insurance from Back Market as well as Asurion for predatory salesman ship and I do believe it falls under the lemon law act. I say do not purchase from either store which is scamming people for their money selling faulty warranties as well as no business etiquette and clearly a lack of Integrity for keeping my Amazon package and not returning it as well as not being well mannered enough to even call me to discuss the matter over the phone. I want my money back now!!! or I will file whatever lawsuit I need to to ensure that other people aren't left in the same situation meanwhile these companies are getting rich by not providing the services rendered!d
kaili
Speaking my truth
Updated by user Apr 04, 2022
NOT RESOLVED
Original review Apr 04, 2022
My iPhone 13 pro was stolen, I was victimized and no one cares. No one has compassion. Customer service reads off a script to manipulate us. I pay insurance every billing cycle on time for YEARS. They denied my claim 3x because the sim was in the phone when the phone was stolen. (Like Im going to remove the SIM and give the thieves my brand new iPhone?)