Asurion Insurance Services, Inc.
26 years in business
Headquarters648 Grassmere Park Ste 300
Nashville, TN 37211-3667
- (615) 445-3348
Additional Phone Numbers
- (866) 760-9079
- (877) 760-9079
Additional Website Addresses
Find a Location
BBB File Opened: 11/17/1998
Business Started: 05/02/1991
Business Incorporated: 05/02/1991 in TN
Type of EntityCorporation
- Ms. Jennifer Davie, Director
- Ms. Cindy Christy, President
- Ms. Bettie Columbo, Director of Marketing & Communications
- Ms. Angela Galindo, Customer Relations Specialist
- Ms. Anneatrica Hicks, Compliance Manager
- Mr. Kevin Taweel, Chairperson
- Tablet Equipment
- Electronic Equipment Repair
- Product Sales
Alternate Business Names
- Asurion Florida Warranty Services, Inc.
- Asurion Mobile Applications
- Asurion Protection Services, LLC
- Asurion Technology Protection
- Asurion Warranty Protection Services
- Asurion Warranty Services
Licensing, Bonding or RegistrationThis business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
Alerts & Actions
Reason for RatingAccording to information supplied by the company, Asurion is the nation's largest cell phone insurance provider and replaces more than 8 million devices for U.S. consumers annually. In the United States, Asurion has over 50 million monthly customers of its cell phone insurance programs.
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 August 23, 2017 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; confusion when they are not covered for a loss but have only been using the wifi function of the device; poor product quality; 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; fraudulent charge (id theft)for deductible when the consumer does not have a relationship with the company, screen replacement options, 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 kit to the address of the primary account holder (provided by the wireless carrier) and are provided the terms and conditions in the store. The in store brochure and/or welcome kit 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.
In regard to not being covered for a loss when only wifi was used: billable Outgoing airtime on your service providers network must be logged on your device after enrollment in the insurance program for your coverage to be effective.
Regarding welcome kits: 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 claims are fulfilled with a replacement device of the same make and model phone as the claimed device. In many cases, this is made possible through the use of refurbished equipment. Asurion refurbished devices are repaired to a like-new standard using only genuine original equipment manufacturer ("OEM") parts and software. Refurbished devices are tested and inspected to OEM and wireless carriers standards, and Asurion' s quality management system is governed by ISO 9001:2008 standards. 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 phone model(s) are comparable to the customer's device in terms of features and functionality.
In regard to fraudulent charges on a consumers card, the company stated that during the claims process, someone who obtained the consumers credit card number or banking information, provided it as form of payment to pay a deductible. Because credit card fraud and identity theft is a widely known issue, this situation happens to all companies worldwide. Although Asurion has security parameters to help ensure that an authorized form of payment is provided, the person who obtained the credit card or banking information was able to provide Asurion with the necessary information to authorize the transaction. Contacting your financial institution directly and informing them that you did not authorize the charge on your account expedites the process.
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. 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 may be denied. The claimed cellular device must be utilizing the SIM card associated with the wireless account at the moment of loss, theft, damage or malfunction.
In regard to the repair option, Asurion stated that screen replacement claims can be available IF the repair option is available in your area, your device is eligible for the program and parts are available. You may go online to www.phoneclaim.com, choose your wireless carrier and see IF this option is available in your area. You will be prompted at the time of your claim IF this option is available to you. Repairs can only be scheduled through the Asurion Claims systems through an Asurion Authorized Repair Provider. You cannot take your device to a repair center of your choice.
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 kit, contacting Asurion at 800-429-3320 or by visiting www.phoneclaim.com.
Consumers may be asked for additional information at times in order to ensure reasonable anti-fraud efforts are undertaken to protect customers from unauthorized claims. The claim documentation process is not meant to be an inconvenience but is in place to ensure the processing of claims for only the authorized account user or account holder.
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 Angela Galindo at 615-445-1641 before filing a complaint with BBB. Please allow the company 72 hours (excluding weekend and holidays) to address the concerns.