Top critical review
1.0 out of 5 starsUPDATED: Horrific claim experience. FTC should investigate Asurion for deceptive business practice.
Reviewed in the United States on April 21, 2023
UPDATED: It has been over two months since I filed the claim and had the experience described below. They promised to mail my reimbursement check within 10 days for the $315 I paid in total to have my phone of four months repaired. STILL NO CHECK, NO REIMBURSEMENT. I called today, and they claimed that they "mailed the check" a few days after I emailed the repair receipt. They promised to mail another check today as I write this update. We'll see how that goes. I still believe the FTC should investigate Asurion. Their business practices are less than honorable.
I bought insurance for a refurbished Samsung phone. The screen went black approximately four months after purchase. I filed a claim and quickly discovered THE SMALL PRINT. After paying $149.99 for a policy to cover a phone between $600-$699, they requested $99+tax to file a claim and said, "Once you pay, we will reveal the location of the repair shop near you." The total was approximately $110. The repair shop is where they requested I "turn in my phone so I can get paid." They claim to provide "tech support 24/7" and did nothing to help me back up my data. They insisted my only option was to turn in my phone and wait for a check in the mail or an Amazon credit. Then they wanted to refund my money for the purchase of the phone ($638), which I did not want to do because I had not had the opportunity to back up my phone, but they didn't care. The people at the repair shop said a new screen is only $299.99, but Asurion won't cover it. They would rather total out the phone and refund my purchase price. I said, "If my phone were a total loss, I would be fine with this, but I'm covered up to $699 for repairs, and this repair is only $299.99. They insisted they would not cover it, and my options were to pay for the repair out of pocket or turn in my phone with no backed files and data and have no phone for 2-7+ days until Amazon delivered my replacement. This company is absolutely despicable. I will not buy refurbished ever again, and I will not buy insurance from Asurion. I hope Amazon offers Allstate or a second or third carrier as an option. Having only one choice for insurance gives them a monopoly, and that is another reason the FTC should look into matters like this. Asurion is a terrible company in my experience and made the entire experience of filing a claim a monumental waste of my time and caused me distress and frustration. Think twice before you buy, and definitely read the policy's fine print if you do buy. Additional fees are due for every claim you file beyond what you paid to purchase the insurance policy. They actually expected me to pay $638 (excl tax) for the phone, plus $149.99 for the insurance policy, plus 99+tax ($109.19) to file a claim, and finally, $299.99 out of pocket to get a new screen at the Fixit repair shop. A genuinely disgusting experience with a company that should not be partnered with Amazon.