It seems to me as if maybe your company should STOP going through Asurion for your insurance coverage and do it yourselves. Eever since your company has switched to Asurion, your customers (including myself and my mom) have had nothing but problems when it comes to having a device replaced.
Please have ALL employees keep this in mind when dealing with a customer who needs a replacement device. 
Respectfully,
Kimbra S.
Klamath Falls, OR
@jhmeighen @YaleK_VZW