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HORRIBLE Asurion and Verizon Insurance help

I've owned the Droid Razr Maxx HD for less than a year now and the screen has cracked on two separate occasions.  The first time I filed a claim, the system wasn't user friendly, I had to find a pay phone to get a claim ID, but in the end, it worked out and my phone was replaced.

This second time around, Asurion's system is even worse!  It's impossible to get a new claim ID because the online system keeps pulling up the old ID and I can't open a new claim.  When calling Asurion, they won't help me and refer me back to Verizon.  Verizon won't help because Asurion is supposed to be the administrator.

Has anyone had to deal with this before?  My contract allows 2 claims within a 12 month period but it's impossible to get assistance.

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Re: HORRIBLE Asurion and Verizon Insurance help

Same crappy service from me too.. Droid 3 went bad and we reactivated a clean Droid 2 - so I could make calls - and when the replacement phone was sent in, it was a Droid 2..Asurion says it it up to Verizon and Verizon says Asurion is the issue...

Very disappointed in VW.