I signed up to Asurion coverage for my phone with Verizon Wireless during open enrollment. My daughter dropped my phone down the stairs 3 days later and the phone started overheating and shutting off the screen is discolored. I contacted Asurion to file a claim on my phone and they denied it stating there was no activity on the phone from the time that I signed up to the time I claimed. I use my phone all day every day, but I am home and, on my Wi-Fi, always. I contacted Verizon and their Tech support department verified there was usage on my phone and contacted Asurion themselves. Asurion still refuses to process my claim and continues to deny it them over and over and is now canceling them without a response. I have contacted Asurion and every single person I speak to assures me they will get it taken care of, they even tell me the claims have been approved over and over but then denied once to the verification dept. They will not allow me to submit any proof of usage and they told me that it doesn't matter what VW tells them, they have no part in it.
They are not honoring their no waiting period part of the terms and conditions and refusing to help a paying customer.
Verification from Verizon or screen shots from my Verizon account should be enough proof.
bdosier80, so sorry to hear of your experience. Has Asurion reached out to us for additional info? When they stated there was no activity on the phone, did they require proof from us?
-Natasha
I have provided them everything, they only asked for my DL and the proof of loss\sworn affidavit.
I have asked over and over if I can send proof and they tell me there is nothing they can do. One of the Verizon tech support reps called them on conference call and explained to Asurion rep Brian that there was usage and he seemed receptive until VTS rep ended his side of the call. Then Brian proceeded to tell me that it doesn't matter, Verizon has nothing to do with this and has no say. They kept saying their "Licensed Adjuster" is the one that decides and I am not able to speak to their adjuster. Well, I spoke to someone in their escalation department on Saturday and found out why I cant speak to them. Maria, their escalation rep explained that their "Licensed Adjuster" is a computer. My claims were all approved and then denied once the computer adjuster got it. They all say there is no "billed usage" on the account. My bill shows all the calls, all the data but nothing in the "billed airtime" column. Maria sent my called to the Office of the CEO to see if I can plead my case to them and see if they are willing to do anything but I doubt they will.
They replaced my husbands phone with no issues. I didn't have to send them anything, didn't have to upload anything. I went back and looked at the bill from the time his was replaced and it shows the exact same thing it does on mine. So I think this is an excuse to say you haven't had coverage long enough so we aren't replacing anything.
Did you make any headway on getting your device repaired? I'm having the same issue with filing a claim on my tablet.
JLM2283, help is here to get you pointed in the right direction. If you are referencing a claim for insurance via the insurance company, Asurion, you must contact them directly for assistance as they are a separate company from Verizon.
https://www.asurion.com/claims/verizon/
-Natasha
Asurion doesnโt help and always send you to the same website. You all are gonna get caught in arbitration with them and their misconduct on claims.
Did they resolve it issues or not yet
I am currently on the phone with them and they want me to pay full deductible to replace phone because they can't fix the Motorola screen that is cracked. I didn't want Motorola but they talked me into getting it and expecting me to pay 99 dollar deductible to purchase a replacement when it's just the screen that's cracked. The problem is if I pay the deductible if it cracks again I am going to have to do the same thing over and over. Never wanted Motorola phone they forced it on me saying they didn't have parts to fix the samsung device that I had prior. Force me to pay deductible for phone and return the one that only needs a screen replacement. They will replace it and sell it back to me at full deductible price next time an accident happens and a screen is cracked.
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