Asurion Reviews

Name: Asurion
Rating: 1.14

1.1 Rating 309 Reviews

3 %

of reviewers recommend Asurion

Company Reviews

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Metrics

1.1

Based on 309 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 32%
Accurate And Undamaged Orders	Greater than 54%
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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Phone:

908-547-3754

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 7 months ago

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

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Posted 7 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. 🥴”

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Posted 7 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 7 months ago

“Plenty of inconveniences and disregard to fix issues”

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Posted 7 months ago

“STAY AWAY!!!! THEY LIE THEY STEAL THEY ARE CRIMINAL AND BELONG BEHOND BARS!!!!!!’ DO NOT PURCHASE VERIZON HONE PROTECT!!!!”

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Posted 7 months ago

“I filed a claim and was charged $229 for a replacement iPhone. It’s 10:00pm I’m calling to get the status. I have not received the email that was supposed to be sent. He can’t find a claim. Says there is nothing in the system. I confirmed I’ve been charged. This is unacceptable!”

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Posted 7 months ago

“My phone died the day I moved, a Sunday. I was told I had to go to the Apply store by At&t, so drove and HOUR. When I got there, they said that I couldn't replace my phone onsite because the device won't start. So I scheduled an Asurion technician. Was told they could either come during work hours to my home or during evening hours to my work (they are 10 minutes apart). Tuesday the technician was a no show. I went online to reschedule and the website is saying my address is invalid. It's not. Today is Thursday and the second technician is a no show. There is no way to reach the technician except by phone. Unbelievably terrible service.”

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Posted 7 months ago

“I pay for insurance for my iPhone with Verizon, they use Asurion as their insurance handler, in a nutshell my iPhone stopped working, I put in a claim and it was denied, put in another and it was denied again. I asked for what reason was this claim denied? "for security reasons, we can not tell you". I made calls all the way up to the corporate office to no avail. The reason I have the insurance is to have it covered if it fails to work, so a complete waste of money. They are a FRAUDULENT company, I would give zero stars if I was able.”

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Posted 7 months ago

“PLEASE READ THIS. This is the absolute worse company I have ever dealt with. The absolute run around to get a screen repaired- literally a broken piece of glass. It’s taken weeks going back between them, Apple, and the repair center just for them to say they can’t repair the screen (we’re still not sure why). For the love of god please do no use any product from these people. If you have an Apple product or iPhone just use Apple care. I feel like I’m in some weird dystopian reality- it’s that insane. They can’t reach out to anyone (they use exclusively mobile klinik) for repairs and you are left going back and forth between parties that are doing anything and everything they can NOT to help repair your device. It is a total scam and I’m only writing this after WEEKS of trying to get this simple problem solved. Good luck,”

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Posted 7 months ago

“Canceled my claim after the in-store location that allegedly had the part did not have the part on two separate visits. On one occasion I called in advance to ask if they had the part (yes we do) and then when I went in person they didn't have it. After I cancelled the claim, I called corporate to discuss an alternative solution since their repair shop didn't work. However, because I cancelled the claim, Asurion corporate said I had never made a claim at all. I had the claim emails and cancellation on my phone, but they would only go by what the "system" had, and allegedly it did not have my claim. Insane. Absolutely useless company.”

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Posted 7 months ago

“We have been paying for their protection plan through DirecTV for years. Now, we need to get a replacement TV. They sent an email with a link to view the available options. I select the TV I want, but, I get a message "Delivery options can't be displayed now, try again later". I tried the following day...I get the same result. I tried the next day and the TV I want isn't available. I waited a few days, the TV was back, but, I got the same message. This has been going on for 3 weeks!! I've called them and they are of ZERO help! DO NOT GET SUCKERED INTO BUY ANYTHING FROM THESE PEOPLE!!!”

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Posted 7 months ago

“With a basic battery failure I called Asurion for my telus coverage. They asked me simple questions like is it holding a charge, can I still use it then asked non relevant questions such as is it up to date on updates and is the phone over 12 months old which somehow brought them to the decision the phone needed to be replaced and instead of using my free battery coverage I pay for they had fold me I needed to pay 315 for the replacement phone. So I called telus, got them to replace the battery and the phones back to 100% and I made damn sure they covered it. They did a bs over the phone evaluation to simply try and get me to pay something. Most people aren't like me, most people would have just gotten the replacement for the phone they already payed over a grand for. Totally a scummy company and hope to never deal with them and the scam like actions again. Not impressed with them or with telus letting such a company represent them.”

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Posted 7 months ago

“If i could give Asurion negative stars I would. This company is not worth even one star. I broke my phone last year and they gave me a refurbished one. In less then a few months the phone malfunctioned. So I called them for a new phone. They made me wait on the phone for hours and tried to charge me a fee. Now they sent me a new once again broken iPhone that I cannot set up because it keeps turning black. I beg you not to bother with this company it'll save you so much time and un needed stress.”

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Posted 7 months ago

“Just denied a claim of a washing machine replacement that I was covered on. Thus company is a scam. Stay away at all costs.”

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Posted 7 months ago

“Scammers. They charge you a monthly fee, when my phone needed to be replaced, they told to pay 400$ for the replacement fee on top the monthly charges. When I got the phone by mail, it turned out it's a pre-owned phone. Paying all this money for a Pre-owned phone. Scam at it's finest.”

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Posted 7 months ago

“The majority of the customer service reps I delt with on the phone were rude and treated me like I was a liar. I got a phone replaced with them, and the one that I got didn't function properly. When I called to get the another new phone, the lady on the phone was so rude I had to hang up and call back. I got a different rep and he took care of the problem. As well as rude reps on the phone, the techs they sent were in such a hurry to set up my phone, they didn't do it correctly. I had to basically start the whole process over.”

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Posted 7 months ago

“WORST COMPANY ON THE PLANET!!!!!!!!!!!!! Bought this warranty and both times trying to file a claim, surprise its not eligible!! if i could give negative stars i would!! i will continue to review them on everything i can!! What good is a warranty if you can never use it!”

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Posted 7 months ago

“Insured of phone through Verizon with a Asurion. The phone was stolen. Reported as stolen. But Asurion insisted on sending text messages to the stolen phone and when no one responds the way they want it responded to they cancel the shipment. We would call them. We would tell them that they just texted the phone that stolen and we have to start the claim all over again when the phone that they’re supposed to replace never shows up we find out that they texted the stolen phone. Again. This didn’t happen just once or twice it happened three times, so we spent time on the phone talking to Verizon trying to resolve this issue they seemed powerless to help us at every juncture. They would send us back to Asurion. I really wouldn’t recommend using this insurance company.”

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Posted 7 months ago

“None of the instructions on the website were clear. None of the prompts on the website had my issue. We called the help phone number and we're hung up on by the automated system. The replacement phone got delivered to my house later than stated. The instructions on setting up the phone were just straight up wrong. We had to go into the US Cellular store for an employee to manually bypass weird tech stuff. And it still cost us over 100 dollars to do all this despite our paying for the insurance. Why are we giving you money only to have to give you more money. Your service is awful. If I could do 0 stars I would”

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Posted 7 months ago

Asurion is rated 1.1 based on 309 reviews