Complaint Review: Assurant Solutions - Nationwide

Assurant Solutions is an insurance for cell phones that largely uses automated services. If there is an issue with your claim, if you make an error on the form, or if they make an error, it is seemingly impossible to get them to make it right. You will not receive a cell phone, or your deductible back to you. 

Assurant Solutions: Please give me money. T-Mobile already kindly gave me a new phone since your service is the worst ever. You have no right to my deductible, since you are sending me no phone. 

They take your deductible in less than 5 minutes. I noticed right away an error in my claim, so I called the toll free number, 1-866-866-6285. 

The rep, Matt, was rude. He said he was overwhelmed, he seemed put out I called. I asked for an email confirming I asked for a refund, I was told 'we aren't allowed to do that because it goes through several processing steps before it gets approved.' I asked several different ways if I could receive any confirmation at all, and he said no. He also said, "We only have 48 reps and millions of customers, so we can't do any confirmation at all." Terrible experience. He told me they would mail out my refund within 10 business days. Lie.  

Of course, no confirmation or follow-up was ever received from them. I called 7 business days later, and I was told by rep Robert, there had been an error, he was sorry, and he was refiling the paperwork. He was kind, but I was still told I could not receive any type of confirmation number or email about my refund. I again asked for a manager, I was told one was not available. Again.

I called 5 days later, I was told by rep Bree it had been approved, and it was still in process. I had 1 additional call, again, told approved, but they weren't sure how much longer it would be.

I called Wednesday, 08/20/2014, and rep Malcolm sounded like he didn't feel well. He seemed confused, and not inclined to help. He first told me he had to start the claim all over again. When I asked for a manager, he put me on hold, the told me my refund would be deposited to my account by 08/21/2014, but that I could not speak to a manager. Again. I asked for an email confirmation. He wasn't even nice about it. 

Here's also what I emailed them throught their 'contact us' form on their website: Craig Lemasters, You run the shadiest company it's ever been my misfortune to deal with. I need my refund that I've been asking for since 07/29/2014. The claim was canceled immediately, because there was an error in the phone you were trying to send me. (You tried to downgrade my phone) In calling for the 5th follow up to your company Wednesday, I was for the 2nd time told I can not speak to a manager (perhaps your reps have no managers?), also your reps tell me they are not allowed to email me a confirmation that they are filing my refund, or any email at all. I was told Wednesday by your rep Malcolm (again 5th attempt at this refund), that it would be deposited to my account yesterday (8/21/2014). Of course, this was yet another lie from your company. Previous reps had told me they always mail it. So, which is it? Where is my refund? This is an unacceptable, shady business practice. I am reporting to BBB and others, today. Contact me asap. It's only $100. This ridiculousness is not worth your reps time, or certainly not mine. Give me my money, since you have failed to provide the service. My carrier, T-Mobile went ahead and replaced the broken phone for me since you take 30 days and still have done nothing for me. So, I ONLY need the refund.   August 14, 11:01am est. 

I am told they insure a lot of technology, cell phones, etc. Businesses, please look elsewhere. Consumers, please choose another path. Assurant Solutions wants your money, they are not willing to provide any real service if they need to actually do something beyond an automated money-taking system. 

Assurant Solutions / Craig Lemasters: Please refund me my money. Unless your reps are making less than $10 an hour (ridiculous), this is not worth their time, and mine is worth way more than that, so I assure you it is not worth mine. Thank You!!