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:04/22/2025

  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 single device ********************** claim through Asurion on April 7, 2025, under my active **** protection plan (Account Number: *************** wireless phone line number **********). Despite meeting all eligibility requirements, my claim was denied on the grounds of a supposed violation of the protection plan. However, no specific details were provided to support this claim, even after multiple attempts to get clarification from both Asurion and ****.This was my only claim. I have not exceeded any claim limits, and the covered device has been active on ****s network. I followed all claim filing procedures and submitted the required documentation.I believe this denial is unjustified and a breach of the insurance agreement *** been paying into monthly.

  

  Business Response

  Date: 05/02/2025

  May 2, 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 on April 15, 2025, states:
  
  I filed a single device ********************** claim through Asurion on April 7, 2025, under my active AT&T protection plan (Account Number: *************** wireless phone line number **********).Despite meeting all eligibility requirements, my claim was denied on the grounds of a supposed violation of the protection plan. However, no specific details were provided to support this claim, even after multiple attempts to get clarification from both Asurion and AT&T. This was my only claim. I have not exceeded any claim limits, and the covered device has been active on AT&Ts network. I followed all claim filing procedures and submitted the required documentation. I believe this denial is unjustified and a breach of the insurance agreement Ive been paying into monthly.
  
  The desired resolution listed in your case states the following:
  
  Approve and process my original claim OR Issue a full refund for all protection plan payments Ive made Provide a written explanation specifying what violation occurred and which policy term it allegedly broke.
  
  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 confirm that on March 21, 2025, you enrolled the wireless number ending in 7841 in the PA1 program.  Following the enrollment in the PA1 program,on March 24, 2025, you were sent a Welcome Letter, which provided access to the PA1 Terms and Conditions, the Coverage Certificate, and the Protect Service Contract.  The Terms and Conditions, the 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, Coverage Certificate, and Protect Service Contract online at **************************************** 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:
  
  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.
  
  In reviewing your claim history, we confirmed that on April 7, 2025, you completed an online claim for a lost Apple iPhone 16 Pro Max (256GB) (Claimed Device) for the wireless number ending in 7841.  During the claim process, you accepted the terms of the claim and authorized the $275 replacement deductible billed to the wireless account.  On April 10, 2025, an Apple iPhone 16 Pro Max (256GB) (Replacement Device) was delivered to you at the address you provided.
  
  From April 13, 2025 through April 15, 2025,you filed four (4) claims for a lost Claimed Device or Replacement Device for the wireless number ending in 9336.  The claims were reviewed and denied in accordance with the Eligibility and Cancellation section 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 number ending in 7841 were appropriate.  We are happy to review any additional information you may have to support your claim, but at this time, we cannot approve your claim based on the information available to us.
  
  Regarding your request for a refund of the monthly premiums, Asurion cannot refund the insurance premiums you paid since you received insurance coverage under the PA1 program in exchange for those payments.
  
  The policy guidelines Asurion adhered to regarding your concerns have been explained in this letter.  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                                                                       
  ******************************************************************
  

• Initial Complaint

  Date:04/22/2025

  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.

  Pay monthly to have phone insurance with Asurion, file a claim twice, first One fixed phone that last two weeks. File claim suppose to get same day delivery between 5-7 dont get phone. Call and they say will be there by 9. No phone call at 9 and they say will be there in 25 mins no show, call at 10 to find out they canceled and now phone wont be here for 2 days. So why pay for insurance if its false and they say there is nothing that can be done to get the phone sooner when it was already supposed to be delivered and I was lied two twice about them coming. I have spent 3 hours on the phone and back and forth on hold and they say there is nothing they can do! I refuse for them to claim they are n insurance company when they lie and dont follow through. When I asked them questions they literally repeat back to me what I am asking or tell me information I GAVE to them, like running in circles. We need my husband phone for work and we pay for insurance for this reason only for it now to be delayed again after being lied to twice and time taking away from my family dealing with this! I will blast to the roof tops and all over the internet for this company to go to trash and for no one to waste money purchasing this false insurance!

  Customer Answer

  Date: 04/22/2025

  Verizon

  ************ - effected number! 
  I spent three hours the day after we were supposed to receive a phone at ******* trying to get them to make it right, they couldnt even get anyone at the insurance company to explain anything either they kept repeating themselves! Once I left a complaint voicemail from the CEO she called and told me the phone was delivered next day and it wasnt! I had to buy another phone and add a line to my phone plan in order for my husband to have a phone that day for work! I asked for a refund for our insurance we have paid monthly and the ceo told me that wasnt something she was about to do. Not sure how that makes any sense! I just paid for a policy that was supposed to give me a phone same day thats what its for and they did not follow through and caused me more money out of pocket and a waste of money monthly! 

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  ******** ******
  E-mail: ******************************
  
  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 April *******, states:
  
  Pay monthly to have phone insurance with Asurion, file a claim twice, first One fixed phone that last two weeks.  File claim suppose to get same day delivery between 5-7 dont get phone.  Call and they say will be there by 9.  No phone call at 9 and they say will be there in 25 mins no show, call at 10 to find out they canceled and now phone wont be here for 2 days.  So why pay for insurance if its false and they say there is nothing that can be done to get the phone sooner when it was already supposed to be delivered and I was lied two twice about them coming.  I have spent 3 hours on the phone and back and forth on hold and they say there is nothing they can do!  I refuse for them to claim they are n insurance company when they lie and dont follow through.  When I asked them questions they literally repeat back to me what I am asking or tell me information I GAVE to them, like running in circles.  We need my husband phone for work and we pay for insurance for this reason only for it now to be delayed again after being lied to twice and time taking away from my family dealing with this!  I will blast to the roof tops and all over the internet for this company to go to trash and for no one to waste money purchasing this false insurance!
  
  Additional information you provided for your case states the following:
  
  I spent three hours the day after we were supposed to receive a phone at ******* trying to get them to make it right, they couldnt even get anyone at the insurance company to explain anything either they kept repeating themselves!  Once I left a complaint voicemail from the CEO she called and told me the phone was delivered next day and it wasnt!  I had to buy another phone and add a line to my phone plan in order for my husband to have a phone that day for work!  I asked for a refund for our insurance we have paid monthly and the ceo told me that wasnt something she was about to do.  Not sure how that makes any sense!  I just paid for a policy that was supposed to give me a phone same day thats what its for and they did not follow through and caused me more money out of pocket and a waste of money monthly!
  
  The desired resolution listed in your case states the following:
  
  Refund; Billing adjustment; Finish the job.
  
  Response:
  
  Total Equipment Coverage (***) 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 program (***),which is a component of the *** program. Under the terms of the *** program, if a customers wireless device is lost, stolen, damaged, or experiences a post-warranty malfunction, the customer may file a claim by calling Asurions toll-free telephone number or online at ********************************************.
  
  On January 1, 2023, the primary account holder, ****** ****** (the Insured), enrolled the wireless number ending in 9631 in the *** plan, and it remains enrolled.  Following enrollment, on January 17, 2023, a Welcome Kit was sent to the Insured.  The Welcome Kit included the *** Terms and Conditions, which contain the *** Wireless Communications Equipment Coverage Insurance Policy (the "Insurance Policy").  More recently, on March 3, 2023 and April ******, a Program Change Notice, which included an updated copy of the Insurance Policy, was sent to the Insured.  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.
  
  The Insurance Policy states the following regarding the matter:
  
  F.   OUR DUTIES IN EVENT OF LOSS
  
  1.   When We Repair or Replace
  Repair or replacement of the lost or damaged Covered Property will be done within 30 days after the Insured, or his or her designee has complied with all the terms of the policy, and we have agreed with the Insured about the repair or replacement.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  On March 27, 2025, after validating the ******* account, you initiated an online claim for a malfunctioning Apple iPhone 14 Pro Max (256GB) (Claimed Device) for the wireless number ending in 9631.  During the online claim process, you did not report any physical or liquid damage to the Claimed Device.  As such, you were directed to *****,the original equipment manufacturer, because the manufacturers warranty, which was still in effect, is primarily responsible for all mechanical/ electrical failures the Claimed Device suffers during the manufacturers warranty period.  As noted above, *** provides coverage for loss, theft, damage and out-of-warranty malfunctions.
  
  On April 11, 2025, you initiated a new claim,this time reporting that the Claimed Device sustained liquid damage.  At that time, you were offered and accepted the Same Day Delivery and Set-up (****) option.  **** allows Asurion to deliver and set up a customers replacement device the same day the claim is completed.  During the online claim completion process,you scheduled the **** appointment for 5-7 pm local time, accepted the terms of the claim, and satisfied the $99 replacement deductible by debit/credit card.
  
  Unfortunately,the **** appointment could not be completed as expected, and the **** appointment was rescheduled for April 14, 2025, between 5-7 pm local time.  Again, the **** appointment could not be completed as expected, as the delivery expert was unable to make the delivery at that time. Due to the **** issues, the claim was then submitted for fulfillment via *** shipment.  On April 15, 2025, an Apple iPhone 14 Pro Max (256GB) (Replacement Device) was delivered to you at the address provided via *** tracking number 1ZR941Y11320498162.  However later that evening, after escalating your concerns regarding, what you believed to be a failed delivery, at 6:15 pm,an Asurion representative contacted you. Although you stated that you had not received the package, the Asurion representative informed you that the *** tracking information indicated it had been delivered earlier that day at 11:03 am.
  
  After unsuccessful attempts on contacting you on April 16, 2025 and April 17, 2025, you replied to the representatives email on April 23, 2025, in which you stated that the package containing the Replacement Device was initially misplaced after delivery but you confirmed that it was, in fact, delivered and received.  On April 26, 2025, the damaged Claimed Device was received by the fulfillment center as required by the Terms and Conditions of the *** program.
  
  Asurions goal is to make the claim process quick, easy, and convenient for its customers, which includes offering **** for eligible claims.  Although Asurion was unable to fulfill your claim with **** on April 11, 2025 or April 14, 2025 as presented to you, Asurion worked to resolve the matter as quickly as possible and fulfilled its contractual obligation by providing you with a Replacement Device within thirty (30) days, consistent with the Terms and Conditions of the *** program. Therefore, we consider the matter to be resolved.
  
  In response to your concerns regarding a device repair, ******************** has no record of a recent repair claim for the wireless number ending in 9631.  Regarding your request for a refund of the insurance premiums, Asurion cannot refund the insurance premiums you paid since you received insurance coverage under the *** program in exchange for those payments.
  
  We sincerely apologize to you for any inconvenience this may have caused. We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not your experience.
  
  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 other concerns or questions.  I am available by email Monday through Friday from the hours of 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ******************************************************************
  

• Initial Complaint

  Date:04/22/2025

  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 filed a claim on my phone which I have insurance with Assurion on. They promised to send me a check on 3/31/2025 and every day I call they tell me the check is in the mail except today they says it is still pending and being reviewed. My claim # to them is ************ on phone # ************. Seems I keep getting the run around.

  Customer Answer

  Date: 04/22/2025

  The company sent my check. I guess when you contacted them they went ahead and sent it to me. Thanks for your intervention.

• Initial Complaint

  Date:04/16/2025

  Type:Product 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.

  On March 11, 2025, I reported one of my devices stolen and filed a claim through Asurion. Due to a coverage error between my phone carrier and Asurion, the wrong device was attached to my protection plan. That issue was resolved around March 18, and a replacement phone was sent that day. I received it on March 18, but I no longer needed it because the stolen phone was recovered.I called Asurion on March 19 to request a return and was instructed to send it back via ****. I mailed the replacement device back on March 20. As of today, April 8, the return package has been sitting in *********, ** since March 30 with no movement.**** Tracking #: ********************** Despite multiple follow-up calls, including speaking with a supervisor, I have not received any written acknowledgment of my return, nor have I received a refund. Asurion claims they cannot assist until the package is processed, which is entirely out of my control. I followed their instructions, and the delay is now between **** and Asurions receiving center.I am requesting a full refund for the replacement device I returned, along with written confirmation that my return was received or will be processed.

  

  Business Response

  Date: 04/24/2025

  April 24, 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:
  
  On March 11, 2025, I reported one of my devices stolen and filed a claim through Asurion. Due to a coverage error between my phone carrier and Asurion, the wrong device was attached to my protection plan. That issue was resolved around March 18, and a replacement phone was sent that day. I received it on March 18, but I no longer needed it because the stolen phone was recovered. I called Asurion on March 19 to request a return and was instructed to send it back via ****. I mailed the replacement device back on March 20. As of today, April 8, the return package has been sitting in *********, ** since March 30 with no movement. **** Tracking #: ********************** Despite multiple follow-up calls, including speaking with a supervisor, I have not received any written acknowledgment of my return, nor have I received a refund.Asurion claims they cannot assist until the package is processed, which is entirely out of my control. I followed their instructions, and the delay is now between **** and Asurions receiving center. I am requesting a full refund for the replacement device I returned, along with written confirmation that my return was received or will be processed.
  
  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 ******* 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 0307.  After satisfying the required replacement deductible, on March 17, 2025, an Apple iPhone 16 Pro Max (256GB)(Replacement Device) was delivered to the provided address.  However, following receipt of the Replacement Device, the Claimed Device was located, and you subsequently returned the Replacement Device for a refund of the replacement deductible.  Unfortunately, the resolution of your claim was delayed due to an issue with the delivery of the Replacement Device to the ******************** fulfillment center.
  
  According to our records,the matter was resolved when a deductible refund was processed to your original form of payment on April 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 to improve continuously.
  
  If you have any further questions or concerns, you may contact me by email. I am available Monday through Friday between 9:00 a.m. and 4:00 p.m. CST.
  
  
  Regards,
  
  ******** *****
  Asurion,Regulatory Affairs                                                                                                      
  ***************************************************************
  

  Customer Answer

  Date: 04/25/2025

   
  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:04/16/2025

  Type:Customer Service 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.

  Title: Asurion Made Me Fight for Coverage I Paid For Review: As a paying customer and corporate call center trainer, Im shocked at how low the bar is set at Asurion. I was transferred around, hung up on, and forced to ask for a supervisor just to get basic support. My claim was denied even after providing full documentation, and Im now being forced to fill out lengthy forms just to try again. This is not customer serviceits customer exhaustion. I'm appalled and have little faith in fair resolution. Shame on Asurion

  Customer Answer

  Date: 04/16/2025

  Name of carrier ATT phone number ********** claim number 

  Service request ****** **********. I have since received notice a refund will be sent out. I suppose this resolves the issue but would still like complaint lodged as I was charged and denied service etc. 

• Initial Complaint

  Date:04/10/2025

  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 have asurion device ********************** that states unlimited screen and back glass repairs. Then states $49 deductible applies. Limited to eligible devices in select areas. Newly launched device models may not be eligible for screen repair. I received this coverage when the phones were purchased and pay a monthly premium of $50. I have not previously filed any claims with Asurion and as 4/4/25. I have one pending claim for a back glass replacement for an IPhone 14 Pro. An Asurion representative then informed me that I have to pay a $275 deductible for a replacement phone because they no longer offer the coverage for that device despite continuing to bill me for a service that they will no longer provide without any notification.

  Customer Answer

  Date: 04/10/2025

  AT&T and the corresponding number is ************

  

  Business Response

  Date: 04/25/2025

  Please see Asurion's attached response.

• Initial Complaint

  Date:04/10/2025

  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.

  Hi, I bought Asurion Phone Protection plan via ***** I talked to their customer service for battery replacement of my phone as it does not hold charge any more. They refused to file my claim as there are no service center / store within 30 miles which can replace iphone batteries. This is unacceptable. It is not responsibility of customer if they do not have any service center near by. As an alternate solution Asurion want me to buy a iphone SE with $100 payment. Why customer should pay for something which is covered in insurance. My phone insurance is tied to my **** phone number **********. I request BBB for help!Regards ***** *****

  Customer Answer

  Date: 04/10/2025

  Hi, Good Morning!

  Below are the requested information. Thanks!

  1) Name of Cell Phone Carrier:  AT&T

  2) Associated phone number: ************

  3) Claim #: 306974688020

   

  Regards

  ***** *****

  

  Business Response

  Date: 05/06/2025

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

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23151578
  
  I am rejecting this response because my device was iPhone 6s on AT&T network when I bought plan and then I upgraded to iPhone 15. I bought high end insurance of around $45 per month which covered multiple devices. Once my initial claim was denied than I downgraded to lower insurance plan as what is the point if they reject claim even after paying $45 per month. What they are now talking about is after I downgraded my insurance plan to $17 per month. What about my initial claim I filed when I had $45 insurance plan?
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/14/2025

  May 14, 2025
  
  ***** *****
  **************************************************
  
  Re: Case # ********
  
  Dear ***** *****,
  
  I am writing in response to the rebuttal you filed with the Better Business Bureau (BBB) regarding Asurions response to the above-referenced matter.
  
  Your rebuttal filed with the BBB on April 23, 2025,states:
  
  My device was iPhone 6s on AT&T network when I bought plan and then I upgraded to iPhone 15. I bought high end insurance of around $45 per month which covered multiple devices. Once my initial claim was denied than I downgraded to lower insurance plan as what is the point if they reject claim even after paying $45 per month. What they are now talking about is after I downgraded my insurance plan to $17 per month. What about my initial claim I filed when I had $45 insurance plan?
  
  Response:
  
  Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 4 (PA4) program, an optional device ********************** program available to AT&Ts postpaid customers.  PA4 provides coverage for up to four (4) eligible devices, including non-connected Wi-Fi-only tablets, in the event of loss, theft, damage, or an out-of-warranty malfunction.  PA4 includes Protect Insurance, which provides insurance coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Extended Service Contract, which provides service contract coverage for accidental damage from handling (including screen claims) and out-of-warranty malfunctions.  Customers can file a claim by calling Asurions toll-free number at ************** or going online at **********************************************; On April 4, 2025, PA4 was terminated, and the wireless account is no longer enrolled in PA4.
  
  Our records indicate that on February 19, 2025, you enrolled the wireless account in PA4.  Following enrollment, a Welcome Letter, which provided access to the PA4 Terms and Conditions, the Coverage Certificate, and the Protect Service Contract, was sent to you on February 21,2025.  The Terms and Conditions, the 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, Coverage Certificate, and Protect Service Contract online at **************************************** prior to enrolling in the program or initiating a claim (or at any other time).
  
  The PA4 Coverage Certificate states the following regarding the matter:
  
  VII. ELIGIBILITY AND CANCELLATION.
  
  C. TO BE AND REMAIN ELIGIBLE FOR COVERAGE:
  You 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.
  The Covered Property must be designated by us and eligible for coverage under this Certificate.  Eligibility of Connected devices may be limited to new equipment that has not been previously activated for service.
  
  IX.DEFINITIONS.
  
  F.Covered Property as used in this Certificate means:
  One (1) Anchor and up to three (3) Non-Anchor device(s) as follows:
  (a)Anchor device is one Connected smartphone, feature phone, MiFi, air card, tablet,laptop, or other similar device, as defined by us (portable electronic device) owned or leased by you, or for which you are otherwise financially responsible, and eligible for the program provided by the Service Provider.
  (b)Non-Anchor devices are up to three (3) of the following:
  (i)Connected smart phones, feature phones, laptops, tablets, Mifis, air cards, or other similar devices as defined by us (portable electronic device) on the same account as the Anchored device that is owned or leased by you, or for which you are otherwise financially responsible; and
  (ii)Non-Connected Wi-Fi tablets that are eligible under the program;
  The Connected smart phones, feature phones, laptops, Mifis, tablets, air cards or other similar device, as defined by us, that are Covered Property must be actively registered on the Service Providers network and have logged airtime after enrollment.  The International Manufacturers Equipment Identification (IMEI), Electronic Serial Number (ESN),Unique Device Identifier(UDiD) or other unique identifier of the device 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 for the device indicates the device to be considered Covered Property unless you have logged airtime on a different device, immediately prior to the time of Loss, in which case the Covered Property is the device for which airtime usage has been logged by your Service Provider immediately prior to the time of Loss so long as such device is owned or leased by you and you provide us proof of ownership or lease.
  
  Following the receipt of your rebuttal, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  We confirmed that on April 2, 2025 and April 13, 2025, you filed four (4) claims for a malfunctioning or damaged Apple iPhone 6s (16GB) (Claimed Device) for the wireless number ending in 1414.  We note that you provided different loss dates (i.e., April 2, 2025, and April *******) across the claims you filed, as outlined below:
  
  Three (3) claims were denied because the make/model of the Claimed Device on the dates of loss you provided (i.e., April 2, 2025, and April 12, 2025) was not the Covered Property enrolled for coverage.  Here, you filed the claims for the Claimed Device; however, AT&T records indicate that an Apple iPhone 15 (128GB) was in use on the wireless number ending in 1414 on the aforementioned loss dates.
  
  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 iPhone 15 (128GB), immediately prior to the loss dates you provided.  As such, the Covered Property became the Apple iPhone 15 (128GB) because it was the device in use on your wireless line ending in 1414 at the time of the incident (i.e.,April 2, 2025, and April 12, 2025).
  
  All replacement devices that are processed through PA4 are shipped from an AT&T fulfillment center.  These replacement devices have a ******** limited warranty that covers any mechanical/electrical defects if the device has not sustained any physical or liquid damage.  Replacement device ********************** issues are handled by Asurion.  Warranty issues that occur after thirty (30) days are handled by AT&T Warranty Exchange.  For one (1) of the claims, you stated that the Claimed Device was purchased within the last 12 months; therefore, the claim was canceled, and you were referred to AT&T for warranty assistance.
  
  Based on the above, we believe the denial of your claim for the wireless number ending in 1414 was appropriate.  If the Apple iPhone 15 (128GB) is the correct device you wish to file a claim for, you may do so by calling Asurions toll-free number at ************** or going online at ****************************************.
  
  Regards,
  
  **** ******
  Asurion,Regulatory Affairs
  ******************************************************************
  

  Customer Answer

  Date: 05/15/2025

   
  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:04/10/2025

  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 purchased my Asurion protection plan for my Avalon Water Cooler a year ago when I bought the machine. Recently, it started having issues with not cooling the water, and I noticed mold developing inside. After following the manufacturer's instructions to troubleshoot and clean the cooler, I contacted Avalon. They informed me that the issue could not be fixed and that I would need to purchase a new ******* that point, I decided to contact Asurion to utilize my warranty. After submitting my claim online on Friday, I encountered several problems. Initially, they claimed that the form was not filled out, so I resubmitted it. Then, my claim was denied without any reason given. When I reached out to an associate, I was told that the issue was due to the email I provided not matching the one used when the warranty was purchased. I corrected the email, rescanned the form, and resubmitted *******, I received another rejection, stating they needed photos of the front and back of the machine, which I provided. Then they requested a picture of the part showing the model number and serial number, which I also submitted. Today, when I called one last time to inquire about the status of my claim, they stated that there was no serial number on the machine. This is not my fault! I had the serial number from the box. I have complied with every request they made, yet I continue to encounter new reasons for the denial of my claim. It feels as though they are fabricating reasons to avoid honoring my warranty.

  Customer Answer

  Date: 04/10/2025

  My complaint is resolved.They resolved the issue internally. You can close this complaint thank you. 

• Initial Complaint

  Date:03/18/2025

  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.

  On Feb 17th, 2025 I called **** for tec support on a used, Galaxy S22 Ultra that I received directly from **** as an Insurance replacement when my previous cellphone died after 6 plus years of gentle use. I paid $250.00 for the refurbished phone. I immediately had issues day one. After months of tec support & one or two replacement sim cards, once again I called for tec support on Feb 17th after a VERY important call failed to come through, my phone never even rung! Infuriated, I called ****. I spoke with several *** support agents to finally be routed to a supervisor named Sage. After more trouble shooting, he listened to the long list of complaints I had with the phone. Ultimately, during troubleshooting, he became aware that the static ****" letters notification that is always supposed to be in the top left of the phone were not there! I let him know I rarely see it at all in the corner of my screen. He said it was a BIG problem, meaning the phone is not properly on the network and that would continue to cause all the problems I had been having. Never fear he assured me, I was eligible for a FREE, Brand new Replacement Galaxy S22 Ultra as the one I recently received is defective. He gave me a conformation number: 0iNS-O (or zero) Y-836889. He said the phone would arrive in 4-7 days, then I needed to send the old phone back to avoid being charged. There was NOTHING more I needed to do, he says. Long story short, the phone never arrives. On March 7th I spoke to several supervisors and created a case #********. Knowing that this was going to be something that needed to be investigated, I pleaded with them to pull the recorded call I had with Mr. **** as they said the conformation number I had didn't work and no phone was being sent out to me! ******* was the head supervisor who was supposed to call me back within 24 hours but never did. What a terrible way to treat a loyal customer! I am kindly asking to receive the replacement phone I was promised. Thank you.

  

  Business Response

  Date: 03/18/2025

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

  Customer Answer

  Date: 04/01/2025

  1. the name of the cell phone carrier: At&T

  2. the associated phone number: ************

   

  3. Claim ID # if available: Sage the supervisor at At&t said my BRAND NEW Cellphone would arrive in 7 days or so, and gave me conformation number 0iNS-OY-836889 OR 0iNS-0Y-836889

   

  Thank you

  Customer Answer

  Date: 04/04/2025

  It's been over 5 days and I have gotten NO feedback from the BBB about the complaint! 

  

  Business Response

  Date: 04/14/2025

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

  Customer Answer

  Date: 04/15/2025

   
  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,
  
  ****** Sanderlin *********

• Initial Complaint

  Date:03/14/2025

  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 in Jan/2025. My iPhone 16pro was stolen out of my husbands vehicle in Dec/2024 we were in the process of transferring over carriers. This device was brand new sealed in the box a Christmas gift for my husband. We were told by Asurion that there is a processing period that we would need to wait till January to file a claim. As soon as I could I filed the claim with the police report but kept getting ********* the seventh time that I was denied, I finally spoke to a supervisor that explain the reason of my denial, apparently I did not meet the terms of their conditions and they could not provide any more details. That theyll take my feedback to better the company. This whole process was very frustrating and time consuming. Ive had Asurion for years through other carries, the first time I actually need them they did not help. Instead I was told to reach out to my carrier for further assistance. Whats the point of having insurance if they wont cover you when you actually need them?!

  Customer Answer

  Date: 03/14/2025

  Carrier: Verizon

  Phone #: ************

  Recent claim #: ************

  

  Business Response

  Date: 04/11/2025

  April 11, 2025
  
  ******** ********
  629 Caravaca Dr.
  *****************
  
  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 March *******, states:
  
  I filed a claim in Jan/2025. My iPhone 16pro was stolen out of my husbands vehicle in Dec/2024 we were in the process of transferring over carriers. This device was brand new sealed in the box a Christmas gift for my husband. We were told by Asurion that there is a processing period that we would need to wait till January to file a claim. As soon as I could I filed the claim with the police report but kept getting denied. By the seventh time that I was denied, I finally spoke to a supervisor that explain the reason of my denial, apparently I did not meet the terms of their conditions and they could not provide any more details. That theyll take my feedback to better the company. This whole process was very frustrating and time consuming. Ive had Asurion for years through other carries, the first time I actually need them they did not help. Instead I was told to reach out to my carrier for further assistance. Whats the point of having insurance if they wont cover you when you actually need them?!
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  Total Equipment Coverage (***) 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***** (Asurion) is the program administrator for the Wireless Phone Protection program (***), which is a component of the *** program.  Under the terms of the *** program, if a customers wireless device is lost, stolen, damaged, or experiences a post-warranty malfunction, the customer may file a claim by calling Asurions toll-free telephone number or online at **************************************************;
  
  On December 30, 2024, you enrolled the wireless number ending in 4944 in ***, and it remains enrolled.  Following your enrollment, on January 14, 2025, Asurion sent you a Welcome Kit.  The Welcome Kit included the *** Terms and Conditions, including the *** Wireless Communications Equipment Coverage Insurance Policy ("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.
  
  The Insurance Policy includes the following information relevant to your concerns:
  
  A.COVERAGE
  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.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Asurion found that from December 30, 2024 to March 13, 2025, you initiated multiple claims for a stolen Apple iPhone 16 Pro (256GB) (Claimed Device) for the wireless number ending in 4944.  A review of your claims and account history determined that the claims were canceled in accordance with Additional Conditions 4.a.2. (as listed above).
  
  Following receipt of the BBB matter, we investigated your concerns and determined that the Claimed Device did not log airtime (calls, text, or data) on the wireless number ending in 4944 following enrollment or on the loss date provided (i.e., December 30, 2024).  Per the Terms and Conditions, 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.  Accordingly, we cannot honor your request for a replacement device.
  
  Additionally,you stated that the Claimed Device was brand new and in a sealed box 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 *** Insurance Policy.  Based on your own admission, the Claimed Device did not log any airtime and, therefore, it never became the Covered Property.  Although we cannot meet your desired resolution, we will, therefore, consider this matter closed.
  
  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
  Email ******************************************************************