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Verizon really sucks!

Upgraded another phone at the first of July and added insurance on two separate lines (one IPhone 5C) Dropped IPhone today and insurance was never added to the phone, but was to other phone. Verizon did not add insurance to both lines, like they were suppose to do. So I now have no insurance to replace phone. My question to Verizon was why it was added to one and not the other, too? There response was they have no notes stating anything about insurance. So why was it added to one and not the other then? They can't answer. Does anyone know who I can talk to, customer service representatives say there is no one higher up to talk to?

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Verizon_Support

I apologize that this happened to you, Joanna. Its terrible to have a damaged phone and then finding out that there is no insurance on it. Was this the phone that you just uipgraded to in July? Did you previously have insurance on this line? Do you have an alternate phone that you can use until this can be resolved?

AllisonC_VZW
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Joanna21

I did not have insurance prior to upgrading in July. So when I upgraded I told the customer service representative to place insurance on both of my phones, which did not get done (only on the upgrade). I found an archaic phone that I had to transfer the damaged phone to. Just do not know who to call/talk to about this (no customer service representatives (at least the ones I talked to) will give me any numbers, etc.

flutterfly8497

You have to put insurance on your lines within 30 days of purchase, UNLESS you do it during an open enrollment period, which I think is usually in the spring. Of course, the rep should have told you this at the time you requested it, but it is the underwriter (Asurion) who establishes these terms. If the rep had added it to the line, Asurion would have denied coverage and it would have been removed, just as Asurion has coverage removed from lines with two claims in one year. Perhaps the rep added it and it was removed other by Asurion, so the rep thought it had been added. In any case, it's pretty unlikely you will get any sort of compensation here. Whenever I change something on my account, I check My Verizon the day the change is to take effect, so if there is any kind of issue with it I can deal with it promptly. Even if you had insurance, there is a deductible and I believe it is $199 for iPhones, so you would have had to pay that anyway. An expensive lesson all around.

Joanna21

Insurance was suppose to be added to both lines.... by customer service representative. No, it would have only cost me about $40 to replace. Now almost $300. This had nothing to do with Asurion!

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