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Asurion
12345am
Member

My last experience with Verizon/Asurion was so frustrating that I'm thinking of changing providers. I'm shocked that after telling Verionz/Ausrion after receiving my 2nd defect phone within 2 days that I need my 200.00 deductible back so I can go to Verizon and buy a new phone. they told me based on the terms and conditions that I can't do that, and I need to wait for the 3rd replacement phone. I'll be cancelling out of this scam out of my monthly bill. 

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Re: Asurion
vzw_customer_support
Customer Support

Hello. I'm sorry you feel a particular way towards us. However, Ausrion and Verizon Wireless are not the same company. We would appreciate it, if you could fill us in on why you're so upset that you're thinking about changing providers. As we don't want to see you leave due to an insurance company recommending a certain procedure. Please provide us  with more details about why you're thinking of leaving, so we may work towards an actual solution. 

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Re: Asurion
Tigerstep
Sr. Member

Asurion has absolutely nothing to do with Verizon and all carriers use them. Changing providers wouldn't accomplish anything.

 

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Re: Asurion
UghhhhWhyMe
Member

Asurion and Verizon need to get on the same page. I thought I had all of my devices covered. NOT! Apparently there was a change a year and a half ago that only the FIRST THREE phones on an account are entitled to the coverage...then you need to add PER LINE on the other phones! SUCH A SCAM! I was never told this, but rather that my old claims would drop off for other line usage if needed! NOW my husbands screen is cracked, was told by asurion online I didnt have an open slot.. back and forth btwn asurion and verizon, to be told to "add the coverage for $11 a month and we will fix the phone". So I did, NOW asurion says that the claim was filed prior to having insurance on that device and they WILL NOT COVER IT and told me to READ their terms and conditions online and it was my job to know what they cover. They had 2 reps tell me to add it and it would be fixed, now they wont. 

 

Also, they like to make sure that they distance themselves from you and stated "Verizon is only a sales company for us, they don't know everything we do and can't"...yet they tell me, the consumer I should know? 

So now I am waiting on hold for a Verizon rep (again, been a 4 hour ordeal) to have the now pointless insurance line that I added, because I so naively thought all of my devices were covered on my account, when the bill literally says "Total Mobile Protect Multi-Dvc (Jun 3 - Jul 2)" and I have paid for it for YEARS! This kind of garbage is why I left ATT. 

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Re: Asurion
Doggo
Novice

Well, yeah. You can't add insurance on something after disclosing the phone is damaged. That's insurance fraud.

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Re: Asurion
vzw_customer_support
Customer Support

UghhhhWhyMe, we are truly sorry to hear about your overall experience. We value your loyalty and we never want to see you go. Making sure you receive accurate information is important. We apologize if you were unaware of the coverage options for the Multi Device protection plan https://www.verizon.com/support/total-mobile-protection-faqs/.  We want to make sure you receive a resolution. can you please let us know if you were able to get in contact with our Support team? We are here to further assist. 

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