BBB Accredited Business since 03/27/2008
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In working with nationwide and regional wireless carriers, Asurion provides cell phone and PDA insurance replacement services to approximately 60 million subscribers.
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A BBB Accredited Business since 03/27/2008
BBB has determined that Asurion Insurance Services, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised Asurion Insurance Services, Inc.'s rating include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1956 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
According to information supplied by the company, Asurion is the nation's largest cell phone insurance provider and replaces more than 6 million devices for U.S. consumers annually. In the United States, Asurion has nearly 60 million monthly customers of its cell phone insurance programs.
The BBB of Middle Tennessee processes all complaints for Asurion nationwide. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
On March 13, 2012, BBB met with Asurion to have a better understanding of the firm's processes and to ensure consumers have a clear understanding of how the company's programs work based on the nature of complaints filed with BBB. Specifically, complaints indicate consumers were not informed that a deductible was needed to file an insurance replacement claim; welcome packets were not received, which outline the terms and conditions of the services provided; customers did not receive replacement phones in a timely manner; customers were unaware they would receive a refurbished replacement phone; confusion with Sim cards and poor customer service based on the treatment from customer service representatives when filing claims including having to wait on hold for extended periods of time to resolve issues.
Asurion responded to each of the issues presented by stating that customers are mailed a welcome packet to the address of the primary account holder (provided by the wireless carrier) and/or are provided the terms and conditions in the store. The in store brochure and/or welcome packet explain the terms and conditions of the contract, such as deductibles, replacement devices, use of SIM cards and the insured device and other important information.
Regarding welcome packets: they are mailed to the customer's address as provided by the wireless provider or billing provider. The consumer is responsible to provide the wireless carrier or billing provider with their new address in the event their address changes. Additionally, the terms and conditions are available by calling Asurion at 888-881-2622 or by visiting their website at: www.phoneclaim.com.
In regard to the customer service issues, Asurion stated that they provide numerous trainings each year to store representatives to ensure customers are provided with all of the necessary information upfront. Asurion employees also undergo monthly quality assurance trainings in an effort to identify areas of improvement. The identification process a customer undergoes when filing a claim is important to identifying the customer and helping to prevent identity theft or false claims.
In regard to refurbished replacement phone concerns, the company's terms and conditions state, "Asurion may fulfill claims with new or remanufactured equipment. Our goal is to fulfill claims with the same make and model you claim. If this is not possible, a like-kind make and model will be substituted. Colors and features are not guaranteed. Replacement of accessories may be with generic or non-original manufacturer accessories." The company also stated that the majority of customer replacement devices are the same make and model phone as the claimed device. This is possible through the use of remanufactured equipment. In the event a non-like for like replacement model is sent, Asurion has worked very closely with the customer's wireless service provider to determine which model phone(s)are comparable to the customer's device. Asurion remanufactured devices are tested using a rigorous 68 point quality inspection, and the products go through a visual, functional and electronic inspection. Asurion's quality management system is governed by ISO 9001:2008.
In regard to SIM card use, Asurion stated that SIM cards are located within the cellular devices. Carriers that use a SIM Card are GSM carriers such as T-Mobile and AT & T. Verizon, Sprint and Metro only have a limited number of 4G LTE cellular devices that have SIM cards. Most SIM cards in Verizon, Sprint and Metro cellular devices are not removable as the SIM cards are for T-Mobile and AT & T cellular devices. Both the SIM card and the ESN/IMEI/MEID (Electronic Serial Number, International Mobile Equipment Identity, Mobile Equipment ID) of a cellular device can be tracked. In the instance of a lost, stolen, damaged or malfunctioning cellular device claim, the company states that if the SIM card associated with the account is still in use on the customer's account after the loss date they provided, the claim will be denied and that the SIM card associated with the wireless account must remain in the claimed cellular device. The claimed cellular device must be utilizing the SIM card associated with the wireless account at the moment of loss, theft, damage or malfunction.
CLAIMS FILING INFORMATION:
Consumers should understand when filing a claim for a lost, stolen, or damaged device that they must be prepared to provide Asurion with the phone's wireless number, make and model, phone purchase date, and payment for the deductible. Filing a claim can be done online at www.phoneclaim.com or by calling 888-881-2622. In the event that a phone is stolen, the company may require the consumer to file a police report and provide Asurion with a copy of it.
The monthly insurance fee and insurance deductible are based on the make(s) and model(s) enrolled in the program. Consumers can obtain information specific to their policy by referencing their welcome packet, contacting Asurion at 800-429-3320 or by visiting www.phoneclaim.com.
Asurion has also indicated to BBB that they would like the opportunity to speak with consumers regarding concerns before complaints are filed with BBB. Consumers are asked to contact Steve Megow at 615-445-3299 before filing a complaint with BBB. Please allow the company 72 hours (excluding weekend and holidays) to address the concerns.
Customer Complaints SummaryRead complaint details
|Complaint Type||Total Closed Complaints|
|Advertising / Sales Issues||67|
|Billing / Collection Issues||195|
|Guarantee / Warranty Issues||379|
|Problems with Product / Service||1196|
|Total Closed Complaints||1959|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||14|
Type of Entity
Incorporated: May 1991, TN
Business ManagementMs. Jennifer Davie (Director Government & Regulatory Affairs)
Contact InformationPrincipal: Mr Steve Ellis CEOCustomer Contact: Ms. Linda Konstabel (Compliance Analyst)Ms. Bettie Columbo (Direct Marketing Communications)Mr. Chuck Laue (President)Ms. Cindy Reeves (Senior Compliance Coordinator)
Cell Phone Replacement Insurance, Product Sales - General, Electronic Equipment & Suppliers - Service & Repair