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Verizon/Asurion Protection Plans

This is a PSA/warning to anyone considering getting the Verizon/Asurion protection plans - Don't Do It! It's a waste of your money and time!

We have all of our devices through Verizon and have the Asurion insurance/protection plans to go along with them. My daughter dropped her iPad and cracked the screen.

I've now filed 3 online claims and gone through their phone tree (takes at least 30 minutes to get through to a human) 3 times and each time they say that there is only one more step to validate the claim and then 12-24 hours later I get an email that the claim was rejected with no explanation or way to troubleshoot the issue, just the generic number to call back and get put through a 30 minute phone tree again and then put on hold.

Yesterday I went to the Verizon store as I've had some success with helpful people there before and was told that my best bet was to go to the "U Break it We Fix it" store as that is Asurions in person branch. I went there and was told that because I don't have an active claim that they can't help me and I should go back to a different/larger Verizon store. I went there and was told that Asurion is a 3rd party and they can't help me at all.

Perhaps the most infuriating thing is that while you're on the phone with Asurion, they are constantly trying to sell you more insurance products. Why would I buy more insurance from you if you don't even honor the current insurance products I'm already paying for?

All in all this is incredibly frustrating and a major waste of time. When able I'm definitely going to look into switching our plans to another provider and hope to never deal with Asurion again.

If this message board is checked by any Verizon/Asurion employees or customer service agents, please reach out otherwise I'll be looking to take our absurd number of devices elsewhere.

Comments

aakash1234

Verizon is a good service provider it helps there customer to work easily the company plans for there customer service but at that time the plan of that company don't work due to some crises. the service provided by the verizon is like laptop,tablet and WPS WIFI VERIZON ROUTER etc .

Verizon_Support

Hi. I am sending you a Private Note now.

*Sierra

rjg1451

havent gotten any messages from you or anyone else

Verizon_Support

Apologies for the delay in reaching out to you, rjg1451. Please check your private notes now for a message from us so that we can dive into this and find a solution.

-Joseph

Drew1124

I have been trying to put in a claim for almost a week now after my wife’s phone was stolen and asurion keeps saying I don’t have protection on my plan for are phones but four different customer service reps from Verizon have confirmed that I do and I always have I have always had Verizon my whole life and never had issues like I’ve been having lately I would love to just buy a new phone but we still owe for the phones we just upgraded too a few months ago and iPhones are not cheap.

EDVERDEJA

Same thing happens to me. Have put in two requests for repairs based on their they're requirements of me. Still insist. I'm missing..... some documents... or a picture or something. And I'll never know because I can't get a hold of them. And don't tell me... It's crazy because they keep suggesting that we can't file a false claim yet. They're claim of taking care of our equipment has been falsely represented.

Verizon_Support

@Drew1124
wrote: I have been trying to put in a claim for almost a week now after my wife’s phone was stolen and asurion keeps saying I don’t have protection on my plan

Drew1124, we are sorry to read that your wifes device was stolen and we know how important it is to get her back with a working device. We will be glad to take a closer look. Please be on the lookout for a Private Message from us so that we can access and review your account details.

-Andi

Verizon_Support

Hello, EDVERDEJA. Help is here as we want to ensure you are able to file your claim. Have you spoken with Asurion directly? They can be reached directly by dialing 888-881-2622.

https://www.asurion.com/tech-help/

-Natasha

Wheezy82

Same problem. I've made like 15 phone calls. No help. My screen cracked cause my screen protector peeled off. Hopefully I can get my phone fixed or it affects my job. 2 months no resolution. I've been with verizon for 11 yrs. No help. Verizon should be ashamed of themselves. Garbage customer service.

Verizon_Support

Wheezy82, we're sorry to hear that you've been having so many problems with your screen replacement. The last thing we want is for this to impact your job in any way and we want to help you. What part of the claim process are you having issues with?

~Jesse

scorpi9441

I have Asurion phone replacement insurance through Verizon Wireless. I filed a claim for a damaged phone and received a replacement on 12/5/2024. The replacement came with a self-addressed envelope to return the damaged phone. I was instructed to return the phone by 1/3/2025 via the self-addressed envelope. I returned the phone on 12/10/2024 via the USPS as instructed. On 12/19/2024, I received a message from Asurion phone number *****, stating that my phone still needed to be returned or I may be charged. I contacted Asurion at the same phone number on 12/26/2024 and spoke with a representative, informing the representative that my phone was returned on 12/10/2024. The representative said not to worry and that the account would be marked so I do not get charged. On 1/6/2025, I was notified from my American Express card that Asurion charged my card $250 on 1/6/2025. I then attempted to call the same number ***** to speak with a representative as to why my card was charged despite the representation made to me on the 12/26/2024 phone call. An automated message answered and put me on hold for a representative. The phone then hung up. I called back several times, each time the automated message playing and then hanging up without a representative answering. I then looked up another phone number for Asurion on their website *****. I spoke with a representative who informed me that there were no notes in the file from the December 26, 2024 phone call. I asked for the tracking information from the envelope they provided and I was told that the representative could not see that information. He told me that another department can get that information for me and forwarded me to the representative, who then forwarded me to "Monique" from the "COO" department. Monique then stated that she can not provided me the tracking information. According to "Monique," her direct line is *****. Asurion charged my card in the amount of $250 despite my returning of the phone in accordance with the company's instructions. They also made false representations that my card would not be charged on 12/26/2024 during my phone call. They also refused to provide the tracking information on their own provided envelope despite the representation by the representative that they were able to get this information. I am concerned that this is the ordinary course of business for this company, based upon my experience with them, to unlawfully charge their customers and refuse to provide any information related to this.

Sz1234

I had several devices on the account woth Asurion protection, when my Iphone 11 got lost which has a street value of $100 they try to charge me $ 275 deductible for a replacement. This is an insult to anyone’s basic intelligence, it says : come buy my insurance, pag 60 monthly and when you make a claim after a year we will charge you 3x for the phone. I will be following ip with consumer protection agencies. This is a hard theft right in front of our eyes. Beware!

Verizon_Support

Hello Sz1234. We are sad with losing your phone and the Aurion Claim process. How long ago was your iPhone 11 lost? If we are still within 90 days we would be glad to look into the current deductibles when making a claim for a lost device.

-Deb

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