Asurion complaints

Verizon Mobile Protect ("VMP") is an optional device protection program that is available to Verizon Wireless customers & provides coverage for eligible devices that are lost, stolen, damaged or experience post-warranty malfunctions. Asurion Insurance Services, Inc. ("Asurion") is the program administrator for the Wireless Phone Protection insurance program ("WPP"), which is a component of VMP and provides coverage for loss, theft, & damage. In addition to the WPP insurance coverage, VMP includes Verizon Extended Warranty ("EW") protection, which is a Verizon service contract that provides coverage in the event the customer's device experiences a malfunction or defect after the manufacturer's warranty has expired. On September 5, 2022, you enrolled the wireless number ending in 8402 in the VMP plan and it remains enrolled. Following your enrollment, on September 16, 2022, Asurion sent you a Welcome Kit. The Welcome Kit included the VMP Terms and Conditions, including the WPP Wireless Communications Equipment Coverage Insurance Policy ("Insurance Policy"). More recently, on March 1, 2023, a Program Change Notice, which included an updated copy of the Insurance Policy, was sent to you. In addition, program brochures detailing the VMP Terms and Conditions, including the Insurance Policy, are available at Verizon retail locations at the time the customer decides to enroll in VMP. These materials can also be obtained at any time at the customer's convenience online at www.phoneclaim.com/verizon or www.verizon.com or by calling AIS' toll-free number. The Terms and Conditions of the VMP program include the following information relevant to your concerns: F. OUR DUTIES IN EVENT OF LOSS 1. When We Repair or Replace If a claim is made, we or Asurion Insurance Services, Inc. will notify the Insured of Asurion Insurance Services, Inc.'s assessment of the claim within 10 days after we or Asurion Insurance Services, Inc. receives all the information requested from the Insured presenting the claim. Repair or replacement of the lost or damaged Covered Property will be done within 30 days after the Insured, or his or her designee has complied with all the terms of the policy, and we have agreed with the Insured about the repair or replacement. Subject to eligibility, VMP offers the Same Day Delivery and Set-up ("SDDS") for eligible replacement claims approved by 4:00 pm local time, for delivery by an Asurion delivery expert on the same day their claim was filed and approved. SDDS eligibility depends on several factors: customer location, delivery expert availability, and inventory availability, each determined by Asurion at the time the claim is filed and approved. Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. On February 23, 2024, you completed an online claim for a damaged Samsung Galaxy S20 FE 5G UW (128GB) ("Claimed Device") for the wireless number ending in 2654. At that time, you were offered and accepted the Same Day Delivery and Set-up ("SDDS") option. SDDS allows Asurion to deliver and set up a customer's replacement device the same day the claim is completed. During the claim completion process, you scheduled the SDDS appointment for 5-7 p.m. local time, accepted the terms of the claim, and satisfied the $99 replacement deductible by debit/credit card. Unfortunately, the SDDS appointment could not be completed as expected as the delivery expert was unable to retrieve the replacement device from the warehouse. On February 24, 2024, the SDDS appointment was rescheduled for 5-7 p.m. local time, but again, the SDDS appointment could not be completed as expected as the delivery expert was unable to retrieve the replacement device from the warehouse. Asurion ultimately resolved the matter on February 24, 2024 by providing you with the reimbursement option, which provides the customer with a cash reimbursement of the replacement value of the Claimed Device, to allow you to purchase the replacement device yourself. You accepted the terms of the claim, and the reimbursement request was submitted for processing. On February 26, 2024, the $733.78 reimbursement check was processed for shipping and delivery to you within ten (10) business days. Asurion's goal is to make the claim process quick, easy, and convenient for its customers, which includes offering SDDS for eligible claims. Although Asurion was unable to fulfill your claim with SDDS on February 23, 2024 or February 24, 2024, Asurion worked to resolve the matter as quickly as possible and fulfilled its contractual obligation by providing you with the reimbursement option for your claim. Following receipt of the BCA matter, Asurion confirmed that the reimbursement check was delivered to Riverridge Park Ln, Houston, TX, 77089 on March 27, 2024 via FedEx tracking number 732756225750. On March 28, 2024 and March 29, 2024,

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Asurion Protection Services, LLC ("Asurion") is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 4 ("PA4") program, which is an optional device protection program available to AT&T's customers. PA4 provides coverage for up to four (4) eligible devices in the event they are lost, stolen, damaged, or experience an out-of-warranty malfunction. PA4 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including screen claims) and out-of-warranty malfunctions. PA4 also includes Protech technical support. 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. Approved claims are eligible for replacement or repair, dependent on several factors, including the extent of damage, device type, customer location and parts availability, each determined by Asurion at the time the claim is filed and approved. On April 6, 2023, you enrolled the wireless account in the PA4 program, and it remains enrolled. Following the enrollment in the PA4 program, on April 28, 2023, you were sent a Welcome Letter, which provided access to the PA4 Terms and Conditions and the Coverage Certificate. On November 6, 2023, you were sent a Program Change Notice, which provided you with an updated copy of the PA4 Terms and Conditions and the Coverage Certificate. The Terms and Conditions and the Coverage Certificate 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. Key program disclosures are provided to customers prior to enrollment, and customers may also review the Terms and Conditions and Coverage Certificate online at www.phoneclaim.com/att prior to enrolling in the program or initiating a claim (or at any other time). Following receipt of the BCA matter, Asurion conducted a full review of the relevant account and claim history. Asurion found that on February 26, 2024, you submitted an online claim for an Apple iPhone 7 (32GB) ("Claimed Device 1") for the wireless number ending in 9342, which sustained a cracked screen. During the claim, you accepted the remote tech screen repair option in which a repair technician would come out to your home (or other preferred location) to complete the screen repair. You scheduled the repair appointment for February 29, 2024. Unfortunately, the repair technician could not complete the repair because the technician brought parts specific to Claimed Device 1, which you selected during the online claim process.After confirming the correct device details with AT&T, you refiled the claim for an Apple iPhone 7 Plus (128GB) ("Claimed Device 2"), which sustained a cracked screen. During the claim, you accepted the remote tech screen repair option and scheduled the screen repair appointment for March 6, 2024. You were also offered the carry-in repair option, which would have allowed you to visit an Asurion-authorized repair center to complete the screen repair, but you declined. On March 6, 2024, at the repair appointment and upon diagnosis of Claimed Device 2, the repair technician determined that in addition to the cracked screen, the camera of Claimed Device 2 was not functioning. As noted above, the screen repair option is provided for devices that have sustained cracked screen damage only. Because Claimed Device 2 sustained damage beyond the cracked screen (i.e., camera malfunction), Asurion deemed Claimed Device 2 ineligible for screen repair and you were offered a replacement device for the applicable replacement deductible. That same day, you completed the replacement claim. During the claim process, you accepted the terms of the claim, including an Apple iPhone 12 Pro Max (128GB) ("Replacement Device") because the model of Claimed Device 2 was unavailable, and authorized the $100 replacement deductible billed to the wireless account. On March 7, 2024, the Replacement Device was delivered to you at the address you provided. In response to your concerns regarding the eligibility of cracked screen repair for Claimed Device 2, please note that Asurion does not provide a full device repair program. It is Asurion's position that providing only a cracked screen repair for a device that has also sustained other damage would not meet our obligations under the PA4 program, as it would leave the customer in possession of a device with operational issues and leave Asurion exposed to a duplicative claim. Although Claimed Device 2 was not eligible for screen repair, Asurion honored its contractual obligation by approving your claim for replacement device under the PA4 program, which you completed on March 6, 2024. Therefore, we consider the matter closed.

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