Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just set up service with **** a few days ago. When getting a new iPhone 16 I added insurance provided by Asurion. My phone was stolen out of my car after stopping at a gas station. It was in my backpack. I didnt get a chance to even activate it because I was using it for work and didnt need it at the time. So *** filed several claims with Asurion (the insurance company) and all have been getting denied. I need help and theres nothing left for me to do. Im stuck with a monthly bill with **** and I cant even get a replacement phone because Asurion is denying every one of my claims. This is a total disaster.

  

  Business Response

  Date: 08/01/2025

  August 1, 2025
  
  ****** *****
  **************************************************************
  
  Re:Case # ********
  
  Dear ****** *****,
  
  Regarding the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB on July 3, 2025, states:
  
  I just set up service with AT&T a few days ago. When getting a new iPhone 16 I added insurance provided by Asurion. My phone was stolen out of my car after stopping at a gas station. It was in my backpack. I didnt get a chance to even activate it because I was using it for work and didnt need it at the time. So *** filed several claims with Asurion (the insurance company) and all have been getting denied. I need help and theres nothing left for me to do. Im stuck with a monthly bill with AT&T and I cant even get a replacement phone because Asurion is denying every one of my claims. This is a total disaster.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1) program,which is an optional device ********************** program available to AT&Ts customers.  PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged, or experiences an out-of-warranty malfunction.  PA1 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including screen claims) and out-of-warranty malfunctions.  PA1 also includes Protech technical support.  Customers can file a claim by calling Asurions toll-free number at **************, or by going online at ****************************************.
  
  Our records indicate that on June 28, 2025, you enrolled the wireless number ending in 9702 in the PA1 program,and it remains enrolled.  Following enrollment in the PA1 program, on June 28, 2025, Asurion sent you a Welcome Letter, which provided access to the PA1 Terms and Conditions, the Coverage Certificate, and the Protect Service Contract. The Coverage Certificate fully outlines the Terms and Conditions of the insurance coverage, including the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures.  Key program disclosures are also provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at **************************************** or ************************************************************************************************ prior to enrolling in the program or initiating a claim (or at any other time).
  
  The PA1 Coverage Certificate states the following regarding the matter:
  
              VII. ELIGIBILITY AND CANCELLATION.
  
              C. To be and remain eligible for coverage:
  1. You must have activated communications service directly with your Service Provider and be a valid, active and current subscriber of your Service Provider to be covered under the policy. Covered Property must be actively registered on the Service Providers network on the Date of Loss and have logged airtime prior to the Date of Loss.
  
  IX.DEFINITIONS.
  
  D. Covered Property as used in this Certificate means (a) Wireless Telephones: one wireless telephone owned or leased by you, or for which you are otherwise financially responsible, and actively registered on the Service Providers network and for which airtime has been logged after enrollment. Covered Property is limited to one wireless telephone and applicable Covered Accessories per replacement. The International Manufacturers Equipment Identification (IMEI), Electronic Serial Number (ESN), Unique Device Identifier (UDiD) or other unique identification number of the wireless telephone associated with your account in the records of the Service Provider at the time your coverage initially becomes effective and for which air time has been logged indicates the wireless telephone to be considered Covered Property,unless you have logged airtime on a different wireless telephone immediately prior to the time of Loss then such wireless telephone shall be considered Covered Property so long as such wireless telephone is owned or leased by you and you provide us proof of ownership or lease.
  
  In reviewing your claim history, we confirmed that you filed multiple claims from June 30, 2025 through July *******, for a lost or stolen Apple iPhone 16 Pro Max 256GB (Claimed Device) for the wireless number ending in 9702.  We note that you provided different loss dates (i.e., June 29, 2025, June 30, 2025, and July 15, 2025) across the claims you initiated, as outlined below:
  
  One (1) of the eight (8) claims was denied because the make/model of the Claimed Device on the date of loss you provided (i.e., June 29, 2025) was not the Covered Property enrolled for coverage.  Here, you filed the claim for the Claimed Device; however, AT&T records indicate that an Apple Series 8 watch was in use on the wireless number ending in 9702 on the aforementioned loss date.
  
  Given the above provisions (VII.C.1. and IX.D.), the device actively registered on AT&Ts network when the subscriber enrolls in the PA1 program is considered the Covered Property unless the subscriber has logged airtime on a different wireless device immediately prior to the time of loss.  In this case, a review of AT&Ts wireless service records confirms that airtime was logged on a different device namely, an Apple Series 8 watch immediately prior to the loss date you provided.  As such, the Covered Property became the Apple Series 8 watch because it was the device in use on your wireless line ending in 9702 at the time of the incident (i.e.,June 29, 2025).
  
  Seven (7) of the eight (8) claims were denied because the Claimed Device did not log airtime on the enrolled wireless number ending in 9702, after enrollment and prior to the dates of loss (i.e., June 29, 2025, June 30, 2025, and July 15, 2025).  As highlighted in sections VII.C.1 and IX.D. above, a device is considered Covered Property when it is actively registered on AT&Ts network and has logged airtime after enrollment and prior to the date of loss.  Because the Claimed Device did not log any airtime following the PA1 enrollment, it is not considered Covered Property.
  
  Additionally,you stated that the Claimed Device had not been activated at the time it was stolen.  We wish to reiterate that in order for a device to be considered Covered Property, it must be activated on the wireless carriers network and log airtime as required by the PA1 Insurance Policy.  Based on your own admission, the Claimed Device did not log any airtime and, therefore, it never became the Covered Property.
  
  Based on the above, we believe the denial of your claims for the wireless number ending in 9702 was appropriate.  Therefore, your request for a replacement device for the Claimed Device is denied. Although we cannot meet your desired resolution, we will, therefore,consider this matter closed.
  
  The policy guidelines Asurion is following have been explained in this letter, and therefore we consider this matter addressed.  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion,Regulatory Affairs                                                                       
  ******************************************************************
  

  Customer Answer

  Date: 08/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So my debit card was fraudulently used to purchase a phone. Ausurion said I had to get refund from ******, I filed a claim was denied. Asurion said they were not refunding me even though I was stolen from and they even agreed to that fact.

  

  Business Response

  Date: 07/15/2025

  We regret any inconvenience and frustration this may have caused you.  Asurion is the program administrator for wireless insurance programs and provides coverage to enrolled subscribers if their phone is lost,stolen or damaged.  Subscribers may make a claim by calling Asurions toll-free telephone number or online at ******************.  Asurion also administers several extended service plans, buyer protection services and product support programs.  During the claim process, someone who obtained your credit card number or banking information provided it as a form of payment.  While Asurion has security parameters to help ensure that an authorized form of payment is provided, the person who obtained your credit card or banking information provided us with the necessary information to authorize the transaction.  
  
  Contacting your financial institution directly and informing them that you did not authorize the charge(s) on your account expedites the process.  Our finance department will work with your financial institution to resolve this matter.
  
  We appreciate that you contacted us and reported the unauthorized transaction made on your account and having your transaction information will allow us to review it and improve the quality and reliability of our services.  Please be assured that we are always striving to provide a secure business environment by improving our security steps to protect customers personal and financial information.  Again, we regret any inconvenience this may have caused you.  

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased iPhone 15 pro max last summer and added on Asurion tier 4 insurance paying $17 per month as an add on to my **** bill. Dropped phone in water and filed claim on June 8th. Received replacement phone on June 10th and an$275 deductible charge showed up on my June bill. Replacement phone stopped working on June 25th, I filed a second claim, only to learn that the replacement phone I received was refurbished and the 2nd replacement would be another refurbished phone. Since I pay $17 per month for insurance and paid a $275 deductible I would expect a new phone. Now I have no faith in this insurance and as a result have cancelled it through ****. I would just like my deductible of $275 refunded.

  

  Business Response

  Date: 07/18/2025

  Please review the attached document for Asurion's response to your complaint.

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2025, I needed a new screen for my Galaxy S10 phone. Since I had the Asurion protection plan, I contacted them. I was told that they would not be able to put a new screen on my phone, but I could get a new phone for $125. I said OK and a refurbished Galaxy S23 was sent to me. I took both phones to an **** store to get everything transferred and learned that I could have gotten a new Galaxy S25 for "free"; I get charged monthly for the S25, but the next month I get a credit for the payment. I contacted **** and Asurion about sending the S23 phone back and was told to send it back in the box provided (the defective S10 was supposed to go in it), even though I was sending back the S23. I was told to put a note in the box explaining that I was returning the S23, which I did. I returned the S10 at the ********** where I got the upgrade to the S25. I got an email that the defective phone had been returned, but I never got the $125 "deductible" fee returned. I have called both **** and Asurion about getting this charge canceled several times over the last four months; I still don't have it refunded. ****'s customer support is worthless, because 1) I don't get to talk to someone who speaks and understands English well. 2) They can't seem to understand what I'm asking for. 3) **** tells me I have to contact Asurion and Asurion tells me I have to contact ****. I don't care whether the refund comes from **** or Asurion, but I want the money back. The S23 was returned to Asurion using RMA Number: *********. They notified me on 3/12/2025 that they received the "defective" phone rather than the S23 I returned to them.

  

  Business Response

  Date: 06/20/2025

  AT&T has confirmed that the matter involves Asurion Insurance Services. Transferring complaint to be addressed by Asurion.

  

  Business Response

  Date: 07/18/2025

  July 18, 2025
  
  ******** *****
  ********************************* N.
  **********************
  
  Re: Case # ********
  
  Dear ******** *****,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on June 20, 2025,states:
  
  In February 2025, I needed a new screen for my Galaxy S10 phone. Since I had the Asurion protection plan, I contacted them. I was told that they would not be able to put a new screen on my phone, but I could get a new phone for $125. I said OK and a refurbished Galaxy S23 was sent to me. I took both phones to an AT&T store to get everything transferred and learned that I could have gotten a new Galaxy S25 for "free"; I get charged monthly for the S25, but the next month I get a credit for the payment. I contacted AT&T and Asurion about sending the S23 phone back and was told to send it back in the box provided (the defective S10 was supposed to go in it), even though I was sending back the S23. I was told to put a note in the box explaining that I was returning the S23, which I did. I returned the S10 at the AT&T store where I got the upgrade to the S25. I got an email that the defective phone had been returned, but I never got the $125 "deductible" fee returned. I have called both AT&T and Asurion about getting this charge canceled several times over the last four months; I still don't have it refunded. AT&T's customer support is worthless, because 1) I don't get to talk to someone who speaks and understands English well. 2) They can't seem to understand what I'm asking for.3) AT&T tells me I have to contact Asurion and Asurion tells me I have to contact AT&T. I don't care whether the refund comes from AT&T or Asurion, but I want the money back. The S23 was returned to Asurion using RMA Number: *********. They notified me on 3/12/2025 that they received the "defective" phone rather than the S23 I returned to them.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1) program, which is an optional device ********************** program available to AT&T's post-paid customers that provides coverage for one (1) eligible wireless device in the event that it is lost,stolen, damaged, or experiences an out-of-warranty malfunction.  PA1 also includes ProTech technical support.  Customers can file a claim by calling Asurions toll-free number at ************** or by going online at **********************************************; On August 20, 2020,you enrolled the wireless number ending in 7731 in the PA1 program.  On July 14, 2025, PA1 was terminated.
  
  Following receipt of the BBB matter,Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  On March 3, 2025, you completed a claim for a ******* Galaxy S10 (128GB) (Claimed Device) that sustained a cracked screen for the wireless number ending in 7731.  During the claim process, you accepted the terms of the claim, which included a ******* Galaxy S23 5G (256GB) (Replacement Device) because the Claimed Device model was unavailable, as well as the return of the Claimed Device to the fulfillment center, and authorized the $125 replacement deductible billed to the wireless account.  On March 4, 2025, the Replacement Device was delivered to you at the address you provided.  On March 12, 2025, the Claimed Device was received by the fulfillment center.
  
  Following the receipt of the matter filed with the BBB, we researched your concerns and confirmed that it was the Claimed Device, and not the Replacement Device, that was returned to the fulfillment center.  Therefore, the claim was ineligible for a deductible refund. Nevertheless, on July 14, 2025, AT&T applied a courtesy credit of $125 to your wireless account.  Therefore, we believe the matter has been resolved.
  
  Please feel free to contact me if you have any other concerns or questions.  I am available by email Monday through Friday from the hours of 9:30 a.m. to 4:00 p.m. Central Time.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************************************
  

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insurance claim filed on June 8, 2025 for a iPhone 11 Pro Max 256gb. Payment was approved. A simple email to fill out a form for payment is needed. There in lies the problem.The initial representative input the incorrect email address. As such I am not receiving said email for reimbursement. I have spent 3-4 hours of my time every day since trying to resolve this to no avail. We are on day 6 of this. Every day there is an excuse. Everyday I get transferred to a different department. I am repeatedly told itll be resolved within 24 hours. 6 days later and nothing is resolved. The department that needs to fix the mistake does not have a phone. Only email support. Could be weeks. 6 days later am now being told when they do decide to respond. They will probably not fix the email address so payment can go through. But instead will cancel the claim. Which will be btw 1-2 weeks more for an update/ response. Then we start over again. But considering the system shows claim approved. They cannot warranty the same device. Even though nothing has been warrantied or resolved from the start. No idea how this company has a rating of A. Nor how they are in business. No one knows anything. No one can answer questions. It appears they are going to steal my money and I have been paying for insurance for 15 years for nothing.

  

  Business Response

  Date: 07/14/2025

  July 14, 2025
  
  ****** ******
  E-mail: ***************************
  
  Complaint ID # ********
  
  Dear ****** ******,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on June 13, 2025,states:
  
  Insurance claim filed on June 8, 2025 for a iPhone 11 Pro Max 256gb. Payment was approved. A simple email to fill out a form for payment is needed. There in lies the problem. The initial representative input the incorrect email ********** such I am not receiving said email for reimbursement. I have spent 3-4 hours of my time every day since trying to resolve this to no avail. We are on day 6 of this. Every day there is an excuse. Everyday I get transferred to a different department. I am repeatedly told itll be resolved within 24 hours. 6 days later and nothing is resolved. The department that needs to fix the mistake does not have a phone. Only email support. Could be weeks. 6 days later am now being told when they do decide to respond. They will probably not fix the email address so payment can go through. But instead will cancel the claim.Which will be btw 1-2 weeks more for an update/ response. Then we start over again. But considering the system shows claim approved. They cannot warranty the same device. Even though nothing has been warrantied or resolved from the start. No idea how this company has a rating of A. Nor how they are in business. No one knows anything. No one can answer questions. It appears they are going to steal my money and I have been paying for insurance for 15 years for nothing.
  
  The desired resolution listed in your case states the following:
  
  Payout of insurance claim.
  
  Response:
  
  Since receiving the case you filed with the BBB, we received the letter dated June *******,enclosing the matter you filed with the Alabama Department of Insurance (the Department) regarding the same concerns listed above.  Attached is Asurions response submitted to the Department on June 27, 2025, regarding the matter.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ************************************

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I had 3 of my phones stolen from me, and there claims were denied through insurance with Asurion. I had insurance for all 3 phones at the time of them being stolen. I had the insurance and can pay the deductible but they are denying my claims. And I urgently need them to approve them so I can get my deductibles paid and new phones. I have a son that's disabled and need them replaced urgently and no one is helping me.

  Customer Answer

  Date: 06/19/2025

  **** *****,

  Verizon:**********

  At and t: **********

  Claim ID ************ for Verizon

  Claim ID ************ for At and T

  I have insurance through both Carriers and urgently need them to Approve of my replacements so I can get my work phones replaced. I have had insurance on both of them the whole time. Thank you so much, I have a disabled son and it is an urgent ****** I get my phone replaced.

   

  Thanks again, 

  **** *****

  Customer Answer

  Date: 06/26/2025

  I sent the information in already.

  

  Business Response

  Date: 07/18/2025

  July 18, 2025
  
  **** *****
  ***********************************
  ********************
  
  Re: Case # ********
  
  Dear **** *****,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on June 13, 2025,states:
  
  Hi I had 3 of my phones stolen from me, and there claims were denied through insurance with Asurion. I had insurance for all 3 phones at the time of them being stolen. I had the insurance and can pay the deductible but they are denying my claims. And I urgently need them to approve them so I can get my deductibles paid and new phones. I have a son that's disabled and need them replaced urgently and no one is helping me.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  ******* Mobile Protect (***) is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen,damaged or experience post-warranty malfunctions.  Asurion Insurance Services, Inc. (Asurion)is the program administrator for the Wireless Phone Protection insurance program (***), which is a component of *** and provides coverage for loss,theft, and damage.  In addition to the *** insurance coverage, *** includes ******* Extended Warranty (EW)protection, which is a ******* service contract that provides coverage in the event the customers device experiences a malfunction or defect after the manufacturers warranty has expired. Under the terms of the *** program, if a customers wireless device is lost, stolen, or damaged, the customer may file a claim by calling Asurions toll-free telephone number or online at **************************************************; On December ******, you enrolled the wireless number ending in 6475 in ***.  In addition, on May 6, 2025, you enrolled the wireless number ending in 2516 in ***.
  
  Separately, Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1) program, which is an optional device ********************** program available to AT&Ts customers.  PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged, or experiences an out-of-warranty malfunction.  PA1 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including screen claims) and out-of-warranty malfunctions.  PA1 also includes Protech technical support. Customers can file a claim by calling Asurions toll-free number at **************, or by going online at **********************************************; On May 6, 2025, you enrolled the wireless number ending in 2641 in the PA1 program.
  
  Following your *** enrollments, on December 12, 2024 and May 6, 2025, Welcome Kits were sent to you.  The Welcome Kits included the *** Terms and Conditions, including the *** Wireless Communications Equipment Coverage Insurance Policy (the "*** Insurance Policy").  In addition, program brochures detailing the *** Terms and Conditions, including the *** Insurance Policy, are available at ******* retail locations at the time the customer decides to enroll in ***.  These materials can also be obtained at any time at the customers convenience online at ******************************************** or *************** or by calling Asurions toll-free number.  On July 3, 2025, the ******* wireless account was suspended due to non-payment.
  
  Following your PA1 enrollment, on May 8, 2025, you were sent a Welcome Letter, which provided access to the PA1 Terms and Conditions, the Coverage Certificate (the PA1 Coverage Certificate), and the Protect Service Contract.  The Terms and Conditions, the PA1 Coverage Certificate, and the Protect Service Contract fully outline the Terms and Conditions of coverage, including the monthly cost of the program, applicable deductibles or service fees, how to file a claim,claim limits, and other pertinent disclosures. Key program disclosures are provided to customers prior to enrollment,and customers may also review the Terms and Conditions, PA1 Coverage Certificate, and Protect Service Contract online at **************************************** prior to enrolling in the program or initiating a claim (or at any other time).  On June 13, 2025, the AT&T wireless account was suspended due to non-payment.
  
  The *** Insurance Policy includes the following information relevant to your concerns:
  
  A.COVERAGE
  In exchange for premium paid when due, we agree to provide the coverage as stated in the policy on a month to month basis, provided that any covered damage or loss to the Covered Property is sustained while your coverage is in effect.
  
  2.Covered Property
  Covered Property means only the mobile wireless communications equipment as follows:
  a.If you have subscribed to Line Based Coverage: Covered Property means the wireless device owned by you for which: 1) the unique identification number (International Mobile Equipment Identity (IMEI), Electronic Serial Number (ESN), or ********************** Equipment ID (MEID)) of such wireless device is reflected in the records of the Wireless Service Provider at the time your coverage initially became effective;and 2) for which outgoing airtime usage has been logged with the Wireless Service Provider on the account after coverage became effective; unless you have logged outgoing airtime on a different wireless device immediately prior to the time of loss, in which case such wireless device becomes the Covered Property so long as: i) such wireless device is owned by you and you provide us proof of ownership and ii) airtime usage was logged on such device on the account with the Wireless Service Provider immediately prior to the time of loss.
  
  G.ADDITIONAL CONDITIONS
  4.  Eligibility
  **** be eligible for coverage you must
  1.  be a valid, active and current subscriber of the Wireless Service Provider or an approved user of a ********************** number on a valid, active and current account with the Wireless Service Provider for which the account holder has authorized coverage;
  2.  not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program; and
  3.  not be in breach of any material term of the policy, including but not limited to failure to return damaged Covered Property when requested in conjunction with a loss.
  The PA1 Coverage Certificate states the following regarding the matter:
  
  VI. ELIGIBILITY AND CANCELLATION.
  
  C. To be and remain eligible for coverage:
  ***** must have activated communications service directly with your Service Provider and be an active and current subscriber of your Service Provider to be covered under this Certificate. Covered Property must be actively registered on the Service Providers network on the Date of Loss and have logged airtime prior to the Date of Loss.
  2.We must designate the Covered Property as eligible for coverage.
  ***** must not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible,remediate the matter.  Asurions records reflect that you filed claims for three (3) wireless numbers across the *** and PA1 programs.  For ease of reading, we will summarize your claim history by wireless number:
  
  Wireless number ending in 2516
  
  On May 13, 2025, you filed a claim for a stolen Apple iPhone 16 Pro Max (256GB) (Claimed Device 1), reporting a loss date of May 13, 2025 under the *** program.  The claim was denied because Claimed Device 1 did not log airtime (calls, text, or data) on the wireless number ending in 2516 after it was enrolled in *** on May 6, 2025, on the loss date provided (i.e., May 13, 2025).  Per the *** Insurance Policy, a device is considered Covered Property when it is actively registered on the ******* Wireless account and has logged outgoing airtime after coverage became effective and immediately prior to the time of loss.
  
  Wireless number ending in 6475
  
  On June 5, 2025, you filed a claim for a stolen Apple iPhone 16 Pro Max (256GB) (Claimed Device 2), reporting a loss date of May 3, 2025, under the *** program.  The claim was denied because ******** records reflected that there was wireless activity associated with Claimed Device 2 on the wireless number ending in 6475 after the loss date provided (i.e., May 3, 2025).
  
  On June 9, 2025, you filed another claim for the stolen Claimed Device 2 for the wireless number ending in 6475,reporting a loss date of May 31, 2025, under the *** program.  The claim was denied in accordance with Additional Conditions G.4.a. (as listed above) of the *** Insurance Policy.  Please note that the specific reasons or details for the denial cannot be provided to any customer, since it could provide information on obtaining unwarranted claim approval.
  
  Wireless number ending in 2641
  
  On June 9, 2025, you filed a claim for a stolen Apple iPhone 16 Pro Max (256GB) (Claimed Device 3),reporting a loss date of May 31, 2025, under the PA1 program.  The claim was reviewed and denied in accordance with the Eligibility and Cancellation section of the PA1 Coverage Certificate detailed above (VI.C.).  Please note that the specific reasons or details for the denials cannot be provided to any customer since it could provide information on obtaining unwarranted claim approval.
  
  Based on the above, we believe the denials of your claims for the wireless numbers ending in 6475, 2516, and 2641 were appropriate.  We are happy to review any additional information you may have to support your claims, but at this time,we cannot approve your claims based on the information available to us.  Accordingly, we cannot honor your request for replacement devices.
  
  The policy guidelines Asurion is following have been explained in this letter, and therefore, we consider this matter addressed.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  ******************************************************************
  

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asurion is the insurance provider offering device ********************** for **** customers. I have been a customer of **** for a long time. I pay $17.00 per month for device **********************. I have never filed a claim in the past. I have a broken device that I am trying to fix and I can NOT process a claim with Asurion. I have spent several hours on the line with **** and they were not able to help.

  Customer Answer

  Date: 06/17/2025

  AT&T is the phone carrier and the cell number is ************

  Customer Answer

  Date: 06/17/2025

  AT&T is the phone carrier and the cell number is ************

  

  Business Response

  Date: 07/10/2025

  July 10, 2024
  
  **** *****
  **************************************************
  
  Complaint ID # ********
  
  Dear **** *****,
  
  In reference to your complaint with the Better Business Bureau, I would first like to offer my apology that your experience with Asurion did not meet your expectations.
  
  Your complaint states:
  
  Asurion is the insurance provider offering device ********************** for AT&T customers. I have been a customer of AT&T for a long time. I pay $17.00 per month for device **********************. I have never filed a claim in the past. I have a broken device that I am trying to fix and I can NOT process a claim with Asurion. I have spent several hours on the line with AT&T and they were not able to help.
  
  The desired resolution states the following:
  
  Refund.
  
  We regret the inconvenience and frustration this may have caused.  Upon receiving the BBB matter, we attempted to research your concerns with the information you provided; however, we could not locate an AT&T account or claims with the information you provided in your complaint.  In order to assist you, I will need to obtain more information from you to investigate your concerns.  If further assistance is required, please respond to the BBB with Asurion claim number, AT&T account number, and/or the associated wireless number so that we may further research this matter.
  
  Regards,
  
  ***** *********
  Asurion,Regulatory Affairs
  Email: ***************************

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was falsely instructed to return a device in order to receive a deductible refund.Spoke with Asurion **** at *** store via store phone in *************, **. Device mailed 5/2/2025 Contacted 6/12/2025 in order to follow up, have been given the run around and nonstop liability pushed towards ATT & vice versa. Neither company is taking accountability for a $275 credit. I requested that my old device either be returned to me or I be credited as I was instructed to return the device, only to be told it would have had to have been returned within 7 days, which I was not informed WHATSOEVER prior to ******** I am being told that my old device was 'salvaged' and they will not be giving me a credit because it arrived outside of the 7 day period. Setting up a return window that is only 7 days only to take the device and have 'right to salvage' without informing the customer or returning it to them is practically theft and immoral.What an absolute miss in customer service in no other industry would something this blatantly rigged fly. Nor would other industries fight a customer this hard over a $275 credit.If a company this large cannot make something like this right over miscommunication caused on their end, it comes off as extremely shady and poor business practice. If this is not resolved within 90 days I will be cancelling both my Asurion and ATT accounts and will move on to another provider. I suggest others do the same and avoid the lack of accountabilit these two companies show.

  Customer Answer

  Date: 06/16/2025

  **********
  ATT 
  Do not have claim number on hand, can provide if cannot locate with these details. 

  

  Business Response

  Date: 07/15/2025

  Please review the attached document for Asurion's response to your complaint.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim against Asurion for the repair of my phone that is serviced through ***** The first repair was due to a cracked screen on my iPhone 16 pro max. They replaced the screen with a non apple screen replacement. The screen with in two months started glitching and have problems. I took my phone to an Apple Store and apple told me the screen was the correct screen for the phone. I contacted asurion again they sent me to a store a hour away from my home to get it fixed. The store refused to work on my phone. I contacted asurion again and they tried to send me to another store you break we fix it. They then said they would send me a new phone and that never happened. I then since had to pay ***** $410 to fix my screen since they didnt use an apple screen for my phone but instead an aftermarket screen. I have not received any emails or phone to fix my issue and I had to pay to fix my phone

  

  Business Response

  Date: 07/15/2025

  July 15, 2025
  
  ****** *****
  ******************************* I 103
  *****************
  
  Re:Case # ********
  
  Dear ****** *****,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB states:
  
  I filed a claim against Asurion for the repair of my phone that is serviced through AT&T. The first repair was due to a cracked screen on my iPhone 16 pro max. They replaced the screen with a non apple screen replacement. The screen with in two months started glitching and have problems.I took my phone to an Apple Store and apple told me the screen was the correct screen for the phone. I contacted asurion again they sent me to a store a hour away from my home to get it fixed. The store refused to work on my phone. I contacted asurion again and they tried to send me to another store you break we fix it. They then said they would send me a new phone and that never happened.I then since had to pay apple $410 to fix my screen since they didnt use an apple screen for my phone but instead an aftermarket screen. I have not received any emails or phone to fix my issue and I had to pay to fix my phone
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim of, where possible, amicably resolving your matter. According to our records, you recently filed a claim for your Apple iPhone 16 Pro Max (256GB) (the Claimed Device) under your AT&T Protect Advantage for 1 (PA1) program.  PA1 is an optional device ********************** program that is available to AT&T customers and provides coverage for eligible devices that are lost, stolen, damaged, or experience post-warranty malfunctions.   
  
  You filed a claim for your Claimed Device due to a cracked screen for the wireless number ending in 5549.  Unfortunately, the resolution of your claim was delayed due to a failed repair attempt and an issue validating the Claim Devices ********************** following the repair.
  
  According to our records,the matter was resolved when a reimbursement check was authorized for the out-of-pocket repair cost and issued to you on July 14, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you, and we appreciate the opportunity to resolve it.  Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  ******** *****
  Asurion,Regulatory Affairs                                                                                                      
  ***************************************************************
  

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay for insurance on my devices on my ******* account. I made a claim for a lost/stolen device, they did not have a comparable replacement available so they said they would send me a check reimbursement to replace the device myself. I paid $229 for the deductible on April 16th, 2025. They said that the check would be mailed in 7-10 business days. Even though they took my money, they did not complete the claim according to them when I called back on May 6th, 2025 to check the status of the check. They apologized and said they would issue a check and expedite it. I never received the check. I called back in June to follow up yet again and the supervisor who took my call was not understanding of the situation and even said that I did not pay the deductible and there was no record. She stated I didnt call in enough. She was very unempathetic to the situation and said they would have to put a stop payment on the check and verify that I did not cash it. I have been calling in almost daily to check on the status and as of June 11 I still do not have a resolution and they still have my money for the deductible.

  

  Business Response

  Date: 07/15/2025

  July 15, 2025
  
  ******** *******
  ****************************************************************
  
  Re:Case # ********
  
  Dear ******** *******,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB states:
  
  I pay for insurance on my devices on my ******* account. I made a claim for a lost/stolen device, they did not have a comparable replacement available so they said they would send me a check reimbursement to replace the device myself. I paid $229 for the deductible on April 16th, 2025. They said that the check would be mailed in 7-10 business days. Even though they took my money, they did not complete the claim according to them when I called back on May 6th, 2025 to check the status of the check. They apologized and said they would issue a check and expedite it. I never received the check. I called back in June to follow up yet again and the supervisor who took my call was not understanding of the situation and even said that I did not pay the deductible and there was no record. She stated I didnt call in enough. She was very unempathetic to the situation and said they would have to put a stop payment on the check and verify that I did not cash it. I have been calling in almost daily to check on the status and as of June 11 I still do not have a resolution and they still have my money for the deductible.
  
  The desired resolution listed in your case states the following:
  
  Delivery.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim of, where possible, amicably resolving your matter. According to our records, you recently filed a claim for your Apple Watch Ultra (GPS + Cellular) (49mm) (the Claimed Device) under your ******* Mobile Protect Multi-Device (VMP MD) program.  VMP MD is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen,damaged, or experience post-warranty malfunctions.   
  
  You filed a claim for your lost Claimed Device for the wireless number ending in 7112.  Unfortunately, the resolution of your claim was delayed due to an issue with receiving the reimbursement check.
  
  According to our records,the matter was resolved when a reimbursement check was reissued and delivered to you via ****** tracking number ************, on June 24, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  
  Regards,
  
  ******** *****
  Asurion,Regulatory Affairs                                                                                                      
  ***************************************************************