Phoenix, Arizona
Not resolved
1 comment

I have 2 accs with Sprint, one with 5 lines the other one with 2 phone lines. On all of these I'm paying $8.00 insurance per mo. That's a total of $56!!!! So here I am filing a claim on June 11, 2012 on an old phone HTC Touch pro (they don't even have it in the stores anymore) I'm willing to pay the $100.00 deductible for it and I'm asked to send this affidavit and a copy of the driver license and someone will contact me within 24hr, verus not to long ago ( feb of this yr.) was able to get a phone the next day. Ok, I'm complying with their new policy or whatever this is (FRAUD!!!) and I'm filling this affidavit make a copy of the ID and fax it to them. I called the next day June 13, 2012 and I'm told that they did receive the affidavit but the ID they can't read it and they're recommending that I should upload it on their site or enlarge it and refax it. Ok, I'm going on their web site and of course I'm not able to upload anything just because their site sucks, I'm send from on link to another to i'm refaxing and this time i'm enlarging it to 150% hoping that they'll get it " Clear" for them, but guess what??? No it wasn't!!!! So i'm calling on June 14, 2012, now being all upset i'm fed up with all their lies and i'm asking to speak with a supervisor i get a to speak with that supervisor i'm refaxing it as i'm talking with the supervisor and this time the ID îs enlarged to 200% he's telling me that he'll get back to me within 2hrs well guess what??? NOTHING!!!! Called Sprint and explained to them and nothing....Called again on The 15th nothing, by this time i've faxed at least a donezs of times and still nothing.....i've looked into BBB and they're not affiliated with them...looked at all the other phone companies and their 3rd party Insurance it's still Asurion...

I'm verry dissapointed in their costumer relationship and arter over 12 yrs of paying for Insurance, i'm at a point that why in the world do i need phone Insurance, to go thru this All hassel, when i can pay for a used phone less than the deductibile???? no way WILL i pay for insurance again.

Worst Costumer relationship ever!!!!

I sure Hope that someone will be able to do something about this

Product or Service Mentioned: Asurion Claim.

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Anatoly K

Yes, Asurion is FRAUD. This is very true. That's precisely they have numerous lawsuits against them.

What I'm about to say should be able to clear all your questions and understand the realities of dealing with Asurion.

Asurion makes money out of the insurance subscription you pay every month. Let me tell you how this is processed. If you pay $8.00 for monthly subscription, a portion of that goes to your carrier, a portion goes to the insurance company (in Bermuda Islands), and a portion goes to Asurion.

1) If you don't file a claim, those 3 entities will keep your money. Essentially, if you don't file a claim, it's good for them.

2) If you file a claim, they send you a refurbished phone. The reason why it breaks is simply because those refurbished phones were returned by someone else who filed a claim. They only fix what was damaged. So naturally, there are aging parts that were still working when they received those returned phones and didn't require fixing at that time. But it will surely break at some point because these are aging parts and all parts have a lifecycle. You won't notice that the phone is old because they polish the outer casing to look very nice. Plus they put them in fancy boxes with PV film protection so you would think that you got a new phone. (although they will not lie about this. They want you to think that you got a brand new phone so you eliminate the effort of asking the question because it looks new). When they ship you a replacement phone, they ask you to return your phone. They refurbish that and place it in the shelf. The next poor guy will get your broken phone.

3) Once they have shipped you with a replacement phone, they will file a claim to the insurance company to receive money for a "brand new phone". This is exactly how they make money!! The insurance company does not check every detail as they ship more than 50,000 phones every single day. Although the insurance company retains the right to audit anything when necessary, the insurance company will not bother checking every single detail and trust Asurion.

4) When you post a claim within 1 year after you have replaced your phone, they will ask you to pay some amount of money...say $100. When you pay, they still send out a refurbished phone to you, and they still get to file a claim to the insurance company insuring the phone. In other words, they get 2 sources of income - the money you pay them and from the insurance company!!

The reason carriers don't do this business model anymore is because of 2 things;

1) if you actually perform this business honestly, you will not make money. You get to retain your phone subscribers but with a price. Carriers do not really think of sending you refurbished phones because that lowers customer satisfaction. In short, carriers lose money by simply retaining their subscribers.

2) Asurion guarantees: a) reduce "churn" by providing a superb "scam" program that helps retain subscribers and maintain a high customer satisfaction; b) the carriers don't have to invest in maintaining the operation. Plus, they get a cut out of the monthly subscription fee.

These are the two reasons as to why Asurion is popular among carriers.

If you would only search the internet, you will find that Asurion lost several lawsuits in the past, and currently under several lawsuits.

My advice to all: 1) Don't insure your phone with Asurion (all carriers deal with Asurion so there's no escape.) 2) Take good care of your phone. 3) Better to buy a new one than insuring. You end up getting less and paying more if you insure your phone. Think of the bigger picture. 4) If you have an iPhone, buy the Apple insurance, you surely get a brand new one!

Hope this helps.

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