Top critical review
1.0 out of 5 starsBeyond Awful
Reviewed in the United States on March 28, 2023
Purchased this insurance with the phone from Amazon and two weeks later the phone fell off the nightstand and shattered the screen.
First problem - the phone purchased was not in the list so it required a call to customer service. They informed me would take 2-3 days for them to add phone to list just to open the claim. That’s not a problem except 4 days latter they had still done nothing, AND the only thing they needed to do was add the color they didn’t have listed.
Second problem - I went back to their website (which is a joke) and filed a claim with the wrong color just to get a claim in the system (seriously how important could the phone color actually be to an insurance claim)? You are required to upload the receipt to Asurion after the purchase. The problem is the archaic website does not have a customer account. You enter who you purchased the phone from and an email address and then upload the receipt which is immediately tossed into a bottomless hole. Why do I say this, because the invoice they force you to upload cannot be accessed again, EVER! When you file an insurance claim they make you upload another copy of the receipt which you previously provided, so a total waste of your time since they already collected the info.
Third problem - Now keep in mind my claim has still not been submitted at the point because you have to complete a form (that’s ok, I would expect this) however, then you need to take the form you just completed, a copy of something that lists the item purchased (Amazon product description) and another copy of the receipt, scan it and upload into their system. The you log back into the Janky website with your email address and who you purchased the product from, get a text message on the phone and enter the code and then the claim is accessed…. Well kind of accessed all the documents submitted cannot be viewed, you are just given some basic information on the screen. A day or two later you may or may not get a text telling you something wasn’t provided so you have to go back the the website, enter who you purchased the product from, email address, get a tex, blah, blah, blah and then upload a copy of the missing document which goes off to the Bermuda Triangle as you will never be able to view these documents again.
Fourth problem - you will get a link telling you that your claim has been accepted and to follow a link to find a list of their vendors. THIS IS WHERE THIS EXPERIENCE TURNS INTO SOMETHING THAT MAKES GOING TO A GOVERNMENT AGENCY LOOK LIKE DISNEYLAND. At the vendors they will have no record of the claim, and since none of the documents are in a customer account you can pull up the claim but none of the paperwork will be visible. The vendor will then need to call Asurion who will say they have no record of the claim, remember I have provided a receipt 3 times and uploaded claim documents. The customer representative at Asurion after blaming the customer for not doing something correctly will then suddenly advise, oh I see something we were supposed to do something (ridiculous I am sure) and say it is our fault (Asurion’s). The customer service rep will then get the claim to the vendor who can know help you after 90 minutes of problem after problem,
Lastly even though the deductible is supposed to be based on the cost of the phone in my case $10, the representative will overcharge you, billing you $31.50 for the privilege of this experience!
If you have a choice of using a broken phone or filing a claim with Asurion, keep the broken phone and your money and never purchase the insurance!!!