Hello there MikeB92 and thank you for bringing this to our attention. We are concerned to learn that you have had this experience and we appreciate your feedback. Seeing as many times as the phone has fallen from the same location and then having issues after would concern me as well. We are here to help if you are continuing to experience issues with your device as well as your Jetpack as making sure you have the service you need is important to us.
My previous experience with asurion years ago learned the hard way they will do nothing get told basically oops nothing we can do or try to get a exchange or refund after the time for that is gone by the way as for Verizon's plan not used but as you experienced they just bounce you to asurion
Maybe because Verizon isn't an insurance company, that's why you get "bounced" to Asurion. The only thing Verizon handles is warranty if device is undamaged.
Asurion itself I wouldn't bother with per OP. My S20 is fine, my LG V30 still in one piece, Nexus 6P before that as well. I keep a case on my phones and am careful.
Insurance has a place for those weird parents that give their kids top end iPhones.
Having insurance on your phone is not unlike any other insurance... you're paying an amount to avoid a future risk, period. If you are willing to absorb that risk since you plan on self-insuring, great!
I also have an S20+ and I pay $7 month for insurance. I'm probably more careful than most with my phone; but for the first year or two, I choose to pay Asurion their fee. If my phone, is lost, stolen or broke, I pay my deductible and get a new replacement phone. Eventually, when the cost of a replacement phone doesn't warrant paying insurance, I'll stop paying it.
I too had an instance where the back of my S8+ broke when dropped onto a tile bathroom floor... shattering the back panel I called Asurion and got a replacement phone within 24 hours... try that compared to dealing with Samsung! You might wait 2 weeks to get a replacement phone from Samsung and/or a phone back from their "inefficient repair center". Deciding on insurance is all based on risk tolerance....
Since you have 3 or more phones that you're paying insurance on, maybe it makes sense to self-insure; but that would NOT be true it one or more of your phone users are in college or high school... good luck on them not breaking their phones... Btw, something sounds awfully weird that dropping your phone from a coffee table (what's that 2 feet drop?) inside a case onto a carpet causes your phone to shatter?.... I occasionally drop my s20+ from about that height in a Speck case onto carpeted flooring and it's just like new... Maybe you just got some bad luck.
Anyway, good luck on what you decide upon re: insurance... and there's no question that certain companies' customer service has gone downhill.... Verizon used to be among the very best; unfortunately, now they are among the worst... and if one decides to use Verizon, they need to accept the woeful Verizon customer service that goes along with their plans.