Verizon has the worst service I’ve ever dealt with.
Kanani1
Newbie

Back in October 2018, I switched from T-Mobile and bought an iPhone XS MAX. Biggest mistake ever. I signed the contract for a Gold iPhone XS MAX with insurance. Simple right? Wrong. I recieved the phone and couldn't even activate it due to the wrong number being attached and apparently he ordered a space grey even tho I had my gold in hand! So Verizon gets this "squared away" or so they said. Then my son breaks my phone and it's time to make an insurance claim. But I can't because I have a Gold phone and Verizon has me on file for a space grey one WITHOUT insurance!! Again they "square it away" and I get a replacement phone. About 1 1/2 years later it's time to make an insurance claim and what do you know, NO INSURANCE AGAIN! I call Verizon, a girl helps me then hangs up on me.. call back and I'm in a 3 hour long phone call that results in them saying their supervisor is gonna call me back and even sends a text to confirm it! No call. I call back two days later, a girl gets me an "in house claim" and jokes about how she's never done this before, then proceeds to tell me it's all done, I have insurance, and I will be receiving a text to confirm my order. BUT instead I recieve an email asking me to pay 1200 for an entirely new iPhone XS MAX gold!!!!! DOES ANYONE AT VERIZON KNOW WHAT THEYRE DOING??? I'm so frustrated at this point. 

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Tigerstep
Specialist - Level 3

An in-house claim would be having you pay the cost of a deductible (typically around $149 to $199) with Verizon crediting the rest.

Unlike an insurance claim, this would be a new phone instead of refurbished. 

Sounds like the rep didn't mark down the price from retail since that's what an in-house is -- discounting a retail order to deductible cost. Wouldn't fault Verizon 100% on this, Asurion is a bad choice for an iPhone. You want Apple Care for those.

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mama23dogs
Legend

Had you read your bill for accuracy you would have picked up the lack of insurance. Your phone is identified by its IMEI, and it's activity on a line, not it's color.   So that's not why you had a problem with the claim. 

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