Asurion complaints

September 24, 2026 Dear Consumer In reference to your complaint with the Business Consumer Alliance ("BCA"), we submit the below in response. By way of background, Asurion Protection Services, LLC ("Asurion") is the licensed insurance agent and claims administrator for the AT&T Protect Advantage Multi-Device ("PA MD") (formerly AT&T Protect Advantage for 4 ("PA4")) program, an optional device protection program available to AT&T's post-paid customers. PA MD provides coverage for up to four (4) eligible devices in the event they are lost, stolen, damaged, or experience an out-of-warranty malfunction. PA MD includes Protect Insurance Multi-Device, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), the Protect Service Contract Multi-Device, which provides coverage for accidental damage from handling and out-of-warranty malfunctions, and ProTech technical support. The Coverage Certificate, Service Contract, and tech support Terms of Service are included in the PA MD Terms and Conditions ("Terms and Conditions"), which fully outline the terms and conditions of coverage, including the monthly cost of the program, applicable deductibles or service fees, how to file a claim, claim limits, and other pertinent disclosures. Customers can file a claim by calling Asurion's toll-free number at 1-888-562-8662, or by going online at www.phoneclaim.com/att. Asurion's records indicate that on August 24, 2026, you enrolled the wireless account in PA MD. Following the PA MD enrollment, on August 26, 2026, you were sent a Welcome Letter, which included access to the Terms and Conditions. Key program disclosures are provided to customers prior to enrollment, and customers may also review the Terms and Conditions online at www.phoneclaim.com/att prior to enrolling in the program or initiating a claim (or at any other time). The PA MD Coverage Certificate states the following, in pertinent part, regarding this matter: II. EXCLUSIONS. Losses and causes of loss excluded below are excluded regardless of any other cause or event that contributes concurrently or in any sequence to the loss. We will not pay for any losses, or for any losses directly or indirectly caused by or resulting from any of the events, conditions or causes of loss identified below: A. Indirect or consequential loss, including loss of use; interruption of business, loss of market, loss of service, loss of profit, inconvenience or delay in repairing or replacing lost or damaged Covered Property. Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. On August 24, 2026, you filed a claim for a malfunctioning Apple iPhone 16 Pro Max (256GB) ("Claimed Device") for the wireless number ending in 5538. An in-store repair was initiated; however, the repair was not completed due to further damage to the Claimed Device. As a result, a replacement device was processed and delivered to you on August 26, 2026. Upon receipt, it was determined that the replacement device could not be activated. To resolve the matter, on September 5, 2026, Asurion authorized a replacement via reimbursement. The reimbursement option provides reimbursement for the device's replacement cost, as determined by Asurion. On September 7, 2026, the $1,382.54 reimbursement was processed for shipping and delivery to the address you provided. On September 11, 2026, you reported that the reimbursement check had not been received. After you escalated your concerns, an Asurion representative advised you that the representative would research the matter and follow up with you, at which point you disconnected the call. On September 14, 2026, the reimbursement check was reissued for delivery to you at the address you provided. In response to your request for compensation for stress and money you lost, Asurion draws your attention to the Terms and Conditions cited above, which state that "indirect or consequential loss, including loss of use, interruption of business, loss of market, loss of service, loss of profit, inconvenience or delay in the repair or replacement of Covered Property" are excluded under PA MD. Accordingly, Asurion cannot honor your request for compensation. The policy guidelines Asurion follows have been explained in this letter, and therefore, we consider this matter addressed. Please feel free to contact me if you have any further questions. I am available by email Monday through Friday between 9:00 a.m. to 4:00 p.m. CST. Regards, Matt Ullman Asurion, Regulatory Affairs [email protected]

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9/12/23 Mr Jones enrolled in the PA MD program, 9/14/23 welcome letter sent with terms and conditions. 11/20/23 and 9/10/25 program change notice sent to member. On 6/15/26 the account was suspended due to nonpayment-on 7/22/26 the account was terminated. The Terms and Conditions state the following regarding the matter: I. COVERAGE. Subject to all of the terms, conditions, exclusions, and limits of insurance contained in this Certificate, we agree to provide the insurance as stated in this Certificate on a month to month basis, provided that any Loss (as defined in Section IX. DEFINITIONS) to the Covered Property occurs while your coverage is in effect. VII. ELIGIBILITY AND CANCELLATION. C. To be and remain eligible for coverage: 1. You must have activated communications service directly with your Service Provider and be a valid, active and current subscriber of your Service Provider to be covered under the policy. Connected Covered Property must be actively registered on the Service Provider's network on the Date of Loss and have logged airtime prior to the Date of Loss. Asurion found that on 3/20/26, you completed an online claim for a lost Apple iPad 11" During the claim process, you agreed to the terms of the claim and authorized the $100 replacement deductible billed to the wireless account. On 3/24/26, an Apple iPad 11" was delivered to you at the address you provided. Upon completion of the claim, AT&T systematically blocklisted the Claimed Device to prevent unauthorized use, which is a routine practice for devices that are reported lost, stolen, or unrecoverable. As a reminder, all insurance replacement devices that are processed through the PA MD program are shipped from an AT&T fulfillment center. These replacement devices have a 12-month limited warranty that covers any mechanical/electrical defects if the device has not sustained any physical or liquid damage. Replacement device warranty issues, including issues related to the shipment, that are reported within thirty (30) days of receipt are handled by Asurion. Warranty issues that occur after thirty (30) days are handled by AT&T Warranty Exchange or the manufacturer. Asurion received no further contact from you regarding this claim until after the 30-day timeframe, on 5/13/26, when you reported that the claim had been filed for the incorrect device on the incorrect wireless number, resulting in the Claimed Device being blocklisted. You requested to return the Replacement Device and cancel the claim so that you may receive a deductible refund. However, the Asurion representative advised you that because the 30-day timeframe had passed, canceling the claim was no longer an option. Nevertheless, on 6/3/26, the Replacement Device was returned to the fulfillment center. Subsequent reshipment requests between 6/17 and 7/13/26 were denied because coverage was not in effect at the time of the reported loss date (6/17 and 7/13/26) due to the wireless account being suspended on 6/15/26 for nonpayment. Pursuant to the aforementioned terms and conditions, coverage must be active prior to the date of loss. Following receipt of this matter, on 8/11/26, the claim was canceled, the $100 deductible was credited to your wireless account, and the Claimed Device was unblocklisted. In order to file a new claim for the correct device, however, your wireless account must be in good standing. Please contact me if you have any other concerns or questions. I am available by email Monday through Friday from the hours of 9:00 am to 4:00 pm CST.

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