- Report: #1237893
Complaint Review: Esurranty Indemnity Company - Nationwide
-
Author Confirmed
Why?
Esurranty Indemnity Company
Nationwide, USA
Phone:
(754) 444-8514
Web:
www.esurranty.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Esurranty Indemnity Company Esurranty Indemnity CompanyP.O. Box 772255Miami, FL 33177 Charged deductible of 205.78 and never replaced my phone Miami Nationwide
I chose ESURANTY in September of 2014 for my new Android smartphone. In December, on vacation my phone got damaged and I submitted claim to ESURANTY in January 8, 2015 via emails with (name). Handling looks smooth but with couple hick ups,
From (name) eSURRANTY com Claims Manager rlewis at esurranty com
To XXXXXXX
Sent Mon Jan 5 2015 7 49 pm
Subject eSURRANTY com Claim Submission Received
Please excuse the tardiness of this contact. Our system that processes the claims submissions was malfunctioning after a software update and was not notifying us of submissions from the past 72 hours.
We are sorry to hear that your device is damaged or has been lost. Attached are our AOL and Deductible Form. Please fill out the attached form in its entirety and return it to me. You may either fax them to me or email them to me. Alternatively, you may upload them directly to us at https www esurranty com claim forms submission.
Once I have received these forms, I can determine how to complete your claim as quickly as possible.
Should you have any questions, please e mail me directly at rlewis at esurranty.com and I will respond before the end of the business day that I receive the e-mail. My hours are Tuesday through Friday 8am to 3pm EST and I will be in the office until 8pm EST today.
You do NOT have to have the AOL forms notarized.
Sincerely
(name)
Claims Department
(name) at esurranty com
eSURRANTY com
After all it was back and forth via emails till I stop receiving ANY emails from company. Last email was
(name)
Its been a LONG time since I heard from you, and I would appreciate some assurance from you or someone from your company that my claim is being processed and when I can expect to receive my replacement device.
And here is just communication with (name)
Original Message
From XXXXX
To (name) at esurranty com
Sent Thu Feb 12 2015 8 26 pm
Subject Re XXXX eSURRANTY Claim
Hi (name),
Where are we in terms of my replacement phone
Its been two weeks, and I havent heard back from you.
Original Message
From XXXXXXX
To (name) at esurranty.com
Sent Thu Jan 29 2015 9 42 pm
Subject XXXXXXX eSURRANTY Claim
Dear (name).
Please go to www bluproducts com website. The phone model is Blue Life Pure XL, model L260L 32GB rom, 3GBram. Check the back of the phone for exact specs.
My provider is T Mobile, but thats irrelevant since I bought a GSM unlocked phone directly from Blu and put in a T Mobile simcard.
Thanks.
Original message
Subject Re eSURRANTY com Claim Shipping Label and Instructions
From (name) eSURRANTY com Claims Manager (name) at esurranty com
To XXXXXXXX
It appears that we are going to have to replace the device. Please tell me the exact model and the carrier that it is on so I can order the replacement.
Thank you,
(name)
From XXXXXX
Sent Wednesday January 28 2015 10 35 PM
To (name) at esurranty com
Subject Re eSURRANTY com Claim Shipping Label and Instructions
Hello (name),
I see that you received my cell phone. Is there any news about its status.
Also, I did chat with support, and was told that phone were ordered on 02 02 2015 but something happen and they do not have any tracking information. I was promised that chat transcript will be emailed to me, but it was not, I did try to use option self email chat transcript, and it did not worked. Also, was promised to have loaner phone mailed to me, but received nothing so far.
Today is March 26, 2015, I still have no word from ESURANTY or (name) or anyone, still have no phone, and no loaner phone. It will be soon 3 month since claim was submitted.
Chat with (name) on April 6, 2015
Hello, I am happy to answer any questions you may have.
Client
Policy XXXXXXX when will any phone be shipped?
(name)
Please give me one moment to check on the account notes. In the meantime, can you please verify your name and email address for security purposes?
Client
[email protected]
(name)
Thank you. Please give me one moment to look it up.
The account notes show that there is an issue from the distribution of the device from the manufacturer. There is also a note to our underwrirting department from your claims rep to have a check issued to you.
Client
It is been going for 3 month, you also promised to send a loaner phone two times, last promise was march 26. I have no phone, my old phone died
(name)
Please give me one moment to look further into your account.
Client
Anything
(name)
I apologize. i was trying to reach the claims department. Unfortunately, there was no reply to my IM. I reached out to the underwriting department and they are in the process of getting your reimbursement check approved for your device. I have also forwarded your information , this chat as well as your account notes to our shipping department so they can be aware that you are owed a loaner device. I would anticipate theyw ould send you one today and you would get a tracking number for it within 2 hours.
Client
Thank you, if I dont get any info in two hours
(name)
Then, please come back to the live chat. If I am available you willbe routed to me since I have opened a escalation ticket for you.
Client
Thank you
(name)
My pleasure. Is there anything else I may assist you with?
Client
That will be it.
June 25, 2015 update. No response form company on any emails, chats, phone calls. File yesterday complain with Better Business Bureau of Miami-Dade County, Florida. Next step after 10-14 days will be to call news Chanel and make a good publicity for this company. After that, the only way for me will be small court claim. Will be posting more updates later.
From (name) eSURRANTY com Claims Manager rlewis at esurranty com
To XXXXXXX
Sent Mon Jan 5 2015 7 49 pm
Subject eSURRANTY com Claim Submission Received
Please excuse the tardiness of this contact. Our system that processes the claims submissions was malfunctioning after a software update and was not notifying us of submissions from the past 72 hours.
We are sorry to hear that your device is damaged or has been lost. Attached are our AOL and Deductible Form. Please fill out the attached form in its entirety and return it to me. You may either fax them to me or email them to me. Alternatively, you may upload them directly to us at https www esurranty com claim forms submission.
Once I have received these forms, I can determine how to complete your claim as quickly as possible.
Should you have any questions, please e mail me directly at rlewis at esurranty.com and I will respond before the end of the business day that I receive the e-mail. My hours are Tuesday through Friday 8am to 3pm EST and I will be in the office until 8pm EST today.
You do NOT have to have the AOL forms notarized.
Sincerely
(name)
Claims Department
(name) at esurranty com
eSURRANTY com
After all it was back and forth via emails till I stop receiving ANY emails from company. Last email was
(name)
Its been a LONG time since I heard from you, and I would appreciate some assurance from you or someone from your company that my claim is being processed and when I can expect to receive my replacement device.
And here is just communication with (name)
Original Message
From XXXXX
To (name) at esurranty com
Sent Thu Feb 12 2015 8 26 pm
Subject Re XXXX eSURRANTY Claim
Hi (name),
Where are we in terms of my replacement phone
Its been two weeks, and I havent heard back from you.
Original Message
From XXXXXXX
To (name) at esurranty.com
Sent Thu Jan 29 2015 9 42 pm
Subject XXXXXXX eSURRANTY Claim
Dear (name).
Please go to www bluproducts com website. The phone model is Blue Life Pure XL, model L260L 32GB rom, 3GBram. Check the back of the phone for exact specs.
My provider is T Mobile, but thats irrelevant since I bought a GSM unlocked phone directly from Blu and put in a T Mobile simcard.
Thanks.
Original message
Subject Re eSURRANTY com Claim Shipping Label and Instructions
From (name) eSURRANTY com Claims Manager (name) at esurranty com
To XXXXXXXX
It appears that we are going to have to replace the device. Please tell me the exact model and the carrier that it is on so I can order the replacement.
Thank you,
(name)
From XXXXXX
Sent Wednesday January 28 2015 10 35 PM
To (name) at esurranty com
Subject Re eSURRANTY com Claim Shipping Label and Instructions
Hello (name),
I see that you received my cell phone. Is there any news about its status.
Also, I did chat with support, and was told that phone were ordered on 02 02 2015 but something happen and they do not have any tracking information. I was promised that chat transcript will be emailed to me, but it was not, I did try to use option self email chat transcript, and it did not worked. Also, was promised to have loaner phone mailed to me, but received nothing so far.
Today is March 26, 2015, I still have no word from ESURANTY or (name) or anyone, still have no phone, and no loaner phone. It will be soon 3 month since claim was submitted.
Chat with (name) on April 6, 2015
Hello, I am happy to answer any questions you may have.
Client
Policy XXXXXXX when will any phone be shipped?
(name)
Please give me one moment to check on the account notes. In the meantime, can you please verify your name and email address for security purposes?
Client
[email protected]
(name)
Thank you. Please give me one moment to look it up.
The account notes show that there is an issue from the distribution of the device from the manufacturer. There is also a note to our underwrirting department from your claims rep to have a check issued to you.
Client
It is been going for 3 month, you also promised to send a loaner phone two times, last promise was march 26. I have no phone, my old phone died
(name)
Please give me one moment to look further into your account.
Client
Anything
(name)
I apologize. i was trying to reach the claims department. Unfortunately, there was no reply to my IM. I reached out to the underwriting department and they are in the process of getting your reimbursement check approved for your device. I have also forwarded your information , this chat as well as your account notes to our shipping department so they can be aware that you are owed a loaner device. I would anticipate theyw ould send you one today and you would get a tracking number for it within 2 hours.
Client
Thank you, if I dont get any info in two hours
(name)
Then, please come back to the live chat. If I am available you willbe routed to me since I have opened a escalation ticket for you.
Client
Thank you
(name)
My pleasure. Is there anything else I may assist you with?
Client
That will be it.
June 25, 2015 update. No response form company on any emails, chats, phone calls. File yesterday complain with Better Business Bureau of Miami-Dade County, Florida. Next step after 10-14 days will be to call news Chanel and make a good publicity for this company. After that, the only way for me will be small court claim. Will be posting more updates later.
Reply from Esurranty Indemnity Company, Inc.
Published Thursday, March 26, 2015