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Just a little Upset

I put insurance on my girlfriends phone without a test call from Verizon I might add to make sure the phone was working, we went Kayaking that day in the river, hence insurance on the phone. She flipped her kayak and her phone ended up in the river. I waded in and found it, turned it off and let it dry. When we turned it back on there was nothing but a ruined phone. I called to make a claim on the phone and it wasn't even registered on the devices. I then went to the Verizon store where the Store Manager tried every aspect to help my girlfriend with her phone with no avail. Verizon blamed the insurance company and the insurance company blamed Verizon. Really... I have been a customer of Verizon since 2008 and this is the first time I have ever had an issue. Now my girlfriend is out a $600 phone and I am about ready to leave Verizon since they can't seem to make this right no matter which way the situation is. So FED UP!!!

Comments

Weth

how many insurance payments did she make?

FordFocus1

That was the first payment since when we got her phone kayaking season had not started and she wasn't worried about the insurance or the phone. It was on there before we went kayaking but the operator didn't do a test call on her phone to make sure it was working so they are saying that we are pretty much telling a false story and they will not do anything about it.

veryfrustrated0118

Did you buy a brand new phone and then go kayaking? I hope this is not the case. But if so, when you buy a device and add insurance at the time of purchase you are covered. You do have to make a connecting call NOT a test call. That is a call from one phone to another. The VZW test call #832 does not count.

Now if you had added insurance during open enrollment or within 30 days of purchase you would not have been covered same day. That coverage begins 30 days after you add the feature.

veryfrustrated0118

All of these rules ARE Asurion's. VZW cannot insure the devices (by law). Hence why the third party company is used.

FordFocus1

We didn't get insurance the day we bought her phone since we didn't think she was going to need it.. When kayaking season came around we put insurance on her phone. The operator didn't tell us there was a 30 day period since looking at the records it was put on there that same day. She had already turned her cell phone off before even kayaking and so they said she hadn't made any calls after she got her insurance on there. That is where they are trying to say that we are making a false claim.

Weth

They have no way of knowing if the phone was working at the time you insured it.

veryfrustrated0118

I'm confused. When exactly did you purchase the phone and when did you insure it?

lmoravick

HUMMMM, after reading fully what he wrote, I would guess none except the initial payment. It was day 1 that the phone was ruined. Not to be rude, but I find it odd that people ask questions when the answer is right there. It makes it seems as if the person responding isn't really responding at all to the question or statement, but only wanting to hear his/her own voice per say.

Verizon_Support

FordFocus1,

Look no further help is here! I definitely understand how frustrating this has been for you and your girlfriend.

You mentioned you added insurance to the phone before going on your trip. Where was the insurance added. Please keep in mind that you are only able to add insurance within 30 days of the phone being purchased.

When was her phone originally purchased? If you were passed the 30 days we would not be able to add the insurance.

JohnB_VZW
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FordFocus1

JohnB_VZM

We purchased the phone in November or December of 2014 and at that time we didn't get insurance on her phone. When kayaking season began I knew she was going to need it so we called the Verizon I-800 number and added insurance on the phone. The operator that I spoke to didn't mention anything about a 30 day grace period nor that we couldn't insure the phone. She just added it to the phone and no there wasn't a test call, but I did call my girlfriends phone to talk to her, but it went to voicemail. So it was working at the time before the phone went in the water. I just want to make this right and get her a phone. She is very upset about this and I have already emailed the insurance company again today. Is there any way you can help make this right it would be greatly appreciated. I have been a customer since 2008 and this is the first time I have ever had to do something like this.

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