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Apparently upgrading an iPhone cancels your insurance

So I upgraded from an iPhone 4S to an iPhone 5 through Apple which checks your verizon account for upgrade eligibility. I had insurance on my 4S from the day I switched to Verizon and I found out later when filing a claim that my insurance was dropped on the day I activated my iPhone 5. At no time did I cancel insurance on my account. On AT&T or T-Mobile your insurance is tied to your account and whichever device the SIM is in is the covered device. The rep at Verizon is telling me that I needed to activate insurance on the new device. But at no time was I told that insurance is a per device activation. On any other network the insurance covers whichever device is active on your account at the time of loss. In my case it was the iPhone 5. So the question of losing insurance during an upgrade does not exist with those two carriers. What the rep me about Verizon is that I should have been asked if I wanted to keep insurance during the iPhone 5's activation. However that process is automatic and no rep is involved. No prompt is offered and no choices are given. So the default would be to make no changes to the plan at all. I cannot understand how insurance was dropped.

Comments

NuDroidUsrr

And the funny thing about this is that others have come on here complaining that Verizon added insurance to their plan when they never asked for it.

How long has it been since you activated the iPhone 5? Did you not look at the first bill to make sure everything was accurate? It is something that you should always ask about, and not assume.

unknown

How long ago did you purchase the IPhone 5? Count the number of months and that's the number of bills you received without the insurance premium.

sr1329

Yes you are right I should have checked. It's a lesson learned when dealing with large companies. My bill was approximately in the same range so I just paid it.

I did some further research on the issue. I ordered through the Apple store app on the iPhone. When you place an order it it currently just adds the device to your share everything plan. But when I placed the order last year it did give you the option to change your rate plan. I called Apple to confirm this. They told me that the only options they deal with are minutes and data. They do not have the ability to offer or remove Verizon's insurance.

So I asked if it is reasonable that features not changed should remain untouched. He agreed it sounds reasonable but that he has no control over how Verizon handles activations. During the activation on the phone itself no options are offered. You enter your last 4 and zip code and then your billing password and that's it. Activated. I would have never thought that process can remove your insurance or other services. It's no different IMHO than finding out your roadside assistance was cancelled by activating a new device on the plan. On any other carrier insurance is tied to the account and not the device. If on Verizon it is tied to the device then I should have received notification of changes to my account.

They are good about sending you an email that changes were made to your account and to access the document detailing those changes. However I did not receive any documentation to the effect that my insurance was removed.

On a separate note they should get in line with the other carriers and make insurance tie to the account and make it effective on whatever device is active on the line at the time of loss.

unknown

I have never purchased roadside assistance or insurance on a phone, so I have no idea how it works. I would have thought it would be device specific since every phone has a different value and I think different phones have different insurance cost. Anyway, bottom line, never assume anything.

sr1329

Yes I hindsight I should have analyzed my bill at least my first one. The cost of roadside is the same regardless of device and for insurance the cost has 2 tiers. Pretty much iPhone has one price and everything else a lower price. I went iPhone to iPhone.

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