Complaint Review: Asurion

When you buy a phone at Verizon, they push "insurance" for the phone/s. What you are buying is replacment insurance if your phone breaks. Mine has a "small" deductible of $149.

The Verizon clerk tells me filing the insurance claim is easy. They ship a new phone in a day or two. You mail your back in the return package provided. Simple. NOT

It is three weeks since I made my first call. At each step they throw roadblocks.

The phone call to file a claim gets you a claim number.

Step 2 is file a claim online.

Step 3 is print, sign, scan and upload an affadavit.

Step 4 is scan and upload your identification.

This day and age, there is no reason not to have a simple online forme to complete. They also repeatedly make you check a box saying you understand the menacing statment that filing fraudulent claims is, fraud. 

After you do all of the above, you wait.

A day or two later your claim is rejected.

I put the wrong date of loss in the box.

Can you correct the date? NO

You start all over again starting with step 1. Calling in to get an entirely new claim number. Then you complete the other steps.

At this point you realize they may be trying to wear you out into just buying a new phone. Who can go without a phone this long?

I am on my third claim number.

I get the magic email that says I should complete my claim.

You click to complete the claim and get confusing messages like "you already have a claim under a different claim number. Did you want to cancel that claim?"

Assuming you advance through the process with the right claim number, you verify and reverify your identity in online full in the blanks. Then "Boom". You get the following:

"We apologize for any inconvenience. However, further verification is required for us to process your claim. Please click here to contact us and one of our Customer Service Representatives will be happy to further assist you."

You get steered from online to phone calling and back to online. You have no idea what you did, but you are reverifying online.

That person then tells you your information will be reviewed by an adjuster and you will hear something in 24 hours. I have had the "wait for an adjuster to review" message three times now. The last straw for me was tonight when the system kicked me out for an address. Since this claim started, I moved across the country. So I gave a delivery address oin the new town. For some reason Asurion thinks that address requires another 24 hour adjuster review. WHY?

I am confident that after this review, I will get another and another and another. I am really close to giving up and just buying a new phone. Ridiculous!

Asurion bills itslef as insurance. Insurance is a contract, not charity. I paid for insurance and expect it to pay my claim. These roadblocks are asinine and clearly designed to exhaust claimants.