Asurion Reviews

Name: Asurion
Rating: 1.13

1.1 Rating 255 Reviews

3 %

of reviewers recommend Asurion

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Metrics

1.1

Based on 255 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 31%
Accurate And Undamaged Orders	Greater than 53%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Returns Process	Could Be Better

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908-547-3754

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Asurion 1 star review on 23rd November 2024

Anonymous // 01/01/2019

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“This company is nothing but criminal they have not replaced my watch in over 4 months keep saying it is on back order and I have had to pay the service and insurance with verizon since that time. Because if I cancel I;m positive they will tell me that I didn't have insurance. THIS IS CRIMINAL THEY ARE STEALING FROM ME AND MY FAMILY!!!”

Helpful Report

Posted 2 months ago

“I started a claim 21 days ago, and it was so difficult dealing with them. They didn’t like the Costco online receipts. Long story short it got approved and I provided my address to have a return box shipped. Their service rep wrote my house number incorrectly then corrected it but it triggered a form that I now have to complete which is to start my claim all over again even though they have a file and it has been approved, they want all the same info again. Including receipts which they requested themselves directly from Costco. So now I’m stuck, their form is not even fillable which I have to go into the city to print it and do this all again. Oh and they give you 60 days to complete the claim. It’s already been 21 days to approve and now they need to approve again…. They are just dragging it on so that they don’t do the repair. So disappointed with this service and such a waste of time for nothing.”

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Posted 2 months ago

“They will scam you in every way. They said was free to fix the back of an iPhone 12 but was no availability for it, so they offer me a new phone making me thinking that they are taking care of my situation, and I got hit with $225.00 bill.”

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Posted 2 months ago

“Amazing experience. They were a little late so when they got to my job site and I was gone they called me. They sent the repairman to my house. He said it would be about 45 min. Less than 30 min later I had my phone in hand with new screen. The tech was professional and friendly. A great experience!!”

Helpful Report

Posted 2 months ago

“Started a claim in January, they lost it?, March, they sent it to Hitek TV repair, Hitek says they sent them back a quote, Asurion says no you need to fil a third claim, Hitek files a quote, 2 month late in Aug.- they 'fix' the TV, One day later not working. Hitek says to phone asurion, I need to file another claim. I file this one while on the phone. Suddenly, they need a different receipt from Costco- I need to go there and ask for it, claim is in, rejected they say that Aug/24 is not specific enough and I need to put a date. In the last 8 months I requested to speak with a supervisor- still hasn't been done. I send the form filled our properly- no- they can't accept it. I need to file again. I've been on the phone for another 21minutes... Terrible, terrible service- don't bother. My nine months of phone calls and waiting for service repair is worth more than the cost of the TV.”

Helpful Report

Posted 2 months ago

“horrible service and super rude reps. make you pay for their damaged devices and they send you refurbished when you PAY FOR A NEW DIVICE”

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Posted 2 months ago

“I’m contacting the news and you should too. They are clearly criminals. They tricked me and I’m paying for installments on an iPhone 14 Pro Max, and when I broke it they mixed up my label and sent me an iPhone 12 Pro Max. I didn’t notice because it’s my first time getting gold. They said it’s all my fault and tried to get me to pay another 250$ for the deductible I just paid because they sent me the wrong phone. Mind you everything can be confirmed by the Imei number. So now even the I almost paid off an iPhone 14 Pro max, I instead have an iPhone 12. Apple is more trustworthy and dependable and there deductible is only 99$ they don’t send you the wrong phone hoping you won’t catch it so they can pocket more money.”

Helpful Report

Posted 2 months ago

“5 times they denied my claim and never explained the real reason kept saying phone was. Not active at time of incident even tho my carrier said it was the real reason is cuz they don’t fix or replace phones with the glass broken on the back like everyone else has says SCAMMERS. U pay a lot for warranty and they deny it every single time”

Helpful Report

Posted 2 months ago

“Scam. Difficult to cancel. Pre-existing conditions are a joke. Called the 24/7 line to cancel machine said "call back during business hours" and hung up. No way to cancel in the app. Should report these guys to bbb. Misleading information.”

Helpful Report

Posted 3 months ago

“Everything. Had to contact several different people over a color issue on my iPhone 15 for a back screen replacement. On top of that I kept getting disconnected from the associates, and still couldn’t have my issue resolved. I wouldn’t reccomened investing a dollar into this company cause they make small issues turn into big ones”

Helpful Report

Posted 3 months ago

“Today I had a phone that was to be delivered between 5-7p, same day. Received an email at 628 saying the driver was on the way. I began tracking from my computer and once I saw that the driver was near. I went outside to wait so there wouldnt be any confusion on where to deliver. The driver never arrived. I saw that the driver parked around the corner. I tried calling the technician but it was an asurion bot. I then called the 1888 number for support and finally got a rep after 10 minutes. He told the driver exactly where I was, and the driver NEVER showed up, marked my item as delivered, then cancelled. SMH When I tried to place another order, my phone is now all of a sudden on backorder. So a phone that I ordered same day delivery on 9/10 is now being delivered on 9/13. The customer service rep Marta in Resolution was such a terrible and rude agent. She did NOTHING to remedy the matter and made no effort to event attempt to. I was on the phone with customer service for 90 minutes only to be treated passive aggressively with no outcome. Its ridiculous.”

Helpful Report

Posted 3 months ago

“Asurion decide to replace my phone. They promised same day delivery. Phone did not came. Called them next day, agent says o, UPS is delaying your order, will get it tomarrow. Asced UPS and they never had my order. Do not trust Asurion. Scamers.”

Helpful Report

Posted 3 months ago

“This is the worst company ever, they needed Photos of my television Front back model number and serial number and a document to sign and forward back to them I did all that. They rejected my photos and application for a tin Peace of Clair plastic strip on edges of my television , and by me not putting 2fl on the paper work I have to do it all over again after I call them they still giving me a hard time the worst ever.”

Helpful Report

Posted 3 months ago

“I have been scammed by this insurance from Macy, at sun glass hut. Spent 840.00 on shades and was encouraged by the manager to buy the protection plan so I can exchange my glasses for any reason within a year . I was charged an additional $70. For this insurance and now are telling me I have to pay $40- 100 to exchange any of my shades. This company together with sunglasses and Macy are running a deceptive business which is scammer their customers. People beware and don’t buy glasses from Macy or sunglasses hut at willow brook mall..”

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Posted 3 months ago

“Will never suggest this company to anyone. Claims representatives are more concerned about selling more products to you than they are fixing your issue. My claim was denied three times without any communication, I had to call each time and they could never explain to me why it was denied so I just had to keep filing a new one. Finally gave up. Would be more time efficient and cost effective to just go to a repair store myself. Very disappointed.”

Helpful Report

Posted 3 months ago

“These guys are liars! I had a replacement phone to be delivered on a Monday between 7-9. They sent me an email saying it was cancelled! I called and the horrible manager said they overbooked!!! What the heck!! That’s not my fault! Then he said it’s going out Monday night and be here Tuesday… that’s today! Not I fond it it’s Wednesday! These guys are liars! They will take your money, your deductible and then lie!!!”

Helpful Report

Posted 3 months ago

“I regret there isn't an option for zero stars. This company is criminally deceptive. For reference , we paid $500.00 for additional warranty on a Bosch dishwasher with the understanding that the balance was to be refunded if no claims were made during the 5 year period. When I called to check on the status of the refund I was told the request had to be made within 60 days of the expiration date. or it was invalid Seriously, who the hell could possibly remember to make such a request, especially when we were under the impression that it would be done automatically??? They are just a bunch of crooks.”

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Posted 3 months ago

“I would recommend Zero stars. This is a criminal Insurance racket and nothing less”

Helpful Report

Posted 3 months ago

“I visited an ATT store, and I was advised to complete the claim online with Asurion Insurance. I called Asurion customer service, and I requested to repair the cracked screen, (back side only) of my iPhone. The first call, the guy told me to call another day during the att stores business hours opening to try to see who has the replacement part and make the appointment with the tech to be repair in the store, he added notes to my profile. I called two days later and the information from the second person it was completely different. She mentioned that they don’t replace any part, they just provide with a new device and the deductible will be $275.00. I asked her why the person before holds me about 45 min over the phone and provided to me with inaccurate information and she said that she don’t know why he provided the replacement part option to me. Two days later, I submitted the application to receive a new device and the $275.00 will be added to my att bill for the next month. On 08/29/2024 I received the refurbished replacement device certified for one year. I called customer service to understand why they sent a refurbished device for the iPhone 14 pro max. Her answers were very disrespectful and unprofessional, she said, ‘’the information is in the terms and conditions, you should read our terms and conditions, this is the company policy, if you want you can return the device and contact ATT. “ In addition, the label for the return should be arrived with the device and it was not inside the box. I asked her to re-send me the label and she put me on hold over 10 minutes because she said that my passcode was incorrect, after 10 min the call was disconnected, I’m still waiting for the call back and the label. After, I called a&t customer support to get more clarifications, and I requested a supervisor. I have no words to describe his mediocre answers, “ why att needs to send you with a new device? Can’t escalate your concern because your criteria do no qualified for escalation, At&t is not going to change the insurance company just because this incident”. I should read the terms and conditions, however, for transparency and honesty with customers, this needs to be discussed during the claim process instead to engage the customer in un-solicitation ways to try to sign for more insurance . This interaction is the typical situation where the companies take the opportunity to rip off customers. I will hold accountable att for this incident, this is unacceptable. I expect honestly transparency and high level of preparation of your employees to answer questions in professional ways. I had att phone family plan for 14 years, since 2010 and my own family plan in 2021. I will cancel the insurance to my plan. I will never again signed for plan insurance with ATT and Osurion. It’s a complete a disaster! I completed the Osurion survey received via email, two days later I received a call from the customer satisfaction department and when I returned the call, the guy who answered the call mentioned that the Customer Satisfaction Depart is not exist and no extension number or phone number to contact them. 🥴”

Helpful Report

Posted 3 months ago

“I'm just one of many who's had a nightmare of a situation with Asurion. One of very many. My phone was stolen from the venue where I was officiating a wedding. It was found with the screen smashed several blocks away by a couple who had the integrity to turn it into the police. I was able to retrieve it that day. I'd only had this phone for a week and I placed insurance on it the day I got it, which means that it's covered from inception as long as you place insurance coverage on it the day you get your device. My experience has been unbelievable. Not only have I encountered seven phone calls over the last six days to Asurion with differing information with *each* representative, but I've submitted the same documentation four times. I've driven a total of five hours to the local Verizon store and they've tried on my behalf. They told me that they often have to go to bat for their customers in dealing with Asurion as it's such a problem. I've been a week without a phone, and I'm still no further than when I picked up my destroyed phone from the police station. I've been organized, timely and forthcoming, including all proper documentation. I'm nowhere with this. I can't seem to get anyone to contact me. No emails confirming approval of my claim, despite someone telling the Verizon rep over the phone yesterday that my claim was somehow approved? Yet when the same rep called again - when I returned to the Verizon store, again, as we still got no further - she was told that there was no claim filed. ********. They give the runaround and false info so that you can't conclude your claim, let alone submit it as their website is dodgy and includes a lot of 'Error: We can't process your claim' as their website is faulty... The thing is, there's a point to all this: if you can't submit your claim due to their technical difficulties, if you can't glean accurate information from their reps, if you keep getting completely contradictory info each time you call that negates the info you got with the prior rep you spoke to, if you never get any email from anyone acknowledging the claim you end up having to email... They don't have to honor your insurance that you've paid for. It's a maze for a reason. They garner your hard-earned wages, but fail you when you find yourself having to file a claim. You're a number- a number that provides them profit. That's all you are. There's a reason that their rating is 1.2 out of 5. As countless people have reiterated here, it's a scam company. After a week of endless trying and contacting as many people as I can manage, I'm going to be relegated to paying out of my pocket for a new device. Because the system they have in place works. They're not going to cover you. And if you're in the same boat I am, I'm so sorry that you're in it, too. We all deserve better.”

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Posted 3 months ago

Asurion is rated 1.1 based on 255 reviews