Years ago we used Assurion once or twice for a phone or two on my family share plan. It used to be we could just click a few times on a web site, give them payment info, and the phone was on its way by the next morning.
Tried to do it yesterday, and their new policies make it EXTREMELY hard. It's got to be worse for someone who can't borrow a friend's phone to keep calling their 800#. It took 3 claim numbers to finally get far enough in their questionnaire to be told we qualify and move on to the next step. (Who remembers exactly what date they bought their last phone?) So we finally get a claim number, and now it's asking for a signed affadavit form and a copy of the driver's license. Why not tell us the criteria for considering a claim before you have us fill out questions, then reject us? And why would you turn down a phone broken by an impact when we all know no manufacturer will cover it with their factory warranty once they know the phone was dropped??
Why do you need ID to ship a phone to a regular customer to the address they've always used? Fine, we printed and scanned it in. Then we wait... hours. Finally an email comes in: rejected but doesn't say why. Just a long list of possible reasons they might reject claims. So we borrow a phone and call the 800#: apparently they wanted the person whose name is on the primary line of the family share plan to have signed the affadavit about the other person's phone. They had to talk to both of us before they'd tell us that's the problem. So I sign it, even though I have no way of knowing what happened to his phone or why it's not working. I also am required to send a copy of my driver's license?! It's scanned in, but now the page with the "Upload" button is impossible to find. I try following the steps from the front of the site. I try following links in the email they sent. I start clicking random pages on the site and somehow I finally find it. Upload the paperwork again... and wait.
Hours go by. No reply. I finally go to bed. Wake up the next morning: still no email at all. I have no idea if they even got the paperwork. Log back into the site. This time the screen says "processing" and sits for a good 5 minutes. FINALLY it says claim approved. Of course by now the family-share member whose phone broke is off at work, so I'm having to pay for his phone with my own credit card. Why we couldn't do the payment last night, I don't know? I give them $99 to send him a refurbished phone which by today's standards is out of date. And we wait.
No idea when it'll ship. Maybe it'll ship today? Maybe it's too late today to make the shipment? Still no emails to give a status update. If there is some unexpected problem with the credit card or shipping address, who knows if they'd tell me? Or would I just wait days and call in when nothing arrives?
This whole process is painful and unnecessary. Demanding customer fax in copies of their drivers license seems unfairly burdensome. I had to verify our ID when I called in, so clearly you know this is me calling about my family share account. It's as if they make it hard enough, some people will just give up.
Between this and the much higher deductibles than in previous years, I'm removing this insurance from all the phones in my family share plan.
I called on the phone and the rep was extremely informative and knowledgeable about my questions. She referred me to the website which was very quick and easy to use. I am very satisfied. Thank you for your assistance.
Asurion's website was perfect, painless, and stress free in about 5 minutes or less. No waiting, straight to the point. It's definitely worth paying the insurance. You just never know when you might need it. (Especially with teenagers.) I wouldn't know what I would do if I didn't have Insurance on my phones. Thank you Asurion
I called the number that Verizon gave me, got info for the website right away, and sped through the claim process, very easy. Next day delivery is great, too bad my phone broke on a Saturday but I will get it Tuesday. This insurance is a must for expensive smart phones.
This is the best money I have ever spent for insurance. I lost my phone today at Hershey park and called to make a claim. The recording said for faster service use phone claim.com. I did with dread. Less than 3 minutes later I had made a claim, was told my phone was out of stock I could wait, get a different color or get something comparable. I chose a different color and that fast I was told my deductible which was 1/10th the original cost of my phone and they gave me express shipping at no additional … more
Went straight to the website, followed the steps, and in the blink of an eye I was done. Next day shipping at no charge....what more could you ask for? No phone menus, no phone operators passing you around, no sitting on hold for 30 minutes. Fantastic website!!!
I can't believe these folks are still in business. I spent over 4 hours of my day conversing with them or checking the website because I kept receiving conflicting emails. The documentation requirements are unheard of in the insurance business!!! I'm glad I don't have to send All State the receipt for my car when I get rear-ended. Also the deductible, nearly 30% of the value of the phone. My homeowners insurance isn't like that. My auto insurance isn't like that. What makes … more
My husband dropped his DROID RAZZR MAXX onto a tile floor of all places and found out the Corning glass WILL break if it's dropped just right (or wrong)!!!! It took less than 10 minutes to get him a new phone ordered and it will be here Tuesday "free delivery"!!!
The process to complete the claim was very quick and easy my only problem was that i called one day and my phone was out of stock so i was told i would be sent another phone so i purchased all the accessories for this new phone i would be receiving but when i went online to complete my claim my phone was back in stock. This put me at an inconvience because i was not informed that the availiability of phones changes daily therefore i made preparations for the replacement phone and not my own.