Update by user Dec 17, 2011
While it took days to actually get the claim accepted and processed, once Asurion agreed that they had the correct information, they sent my new phone within 24 hours.
So - technically their advertised claim of \'replacement within 24-hours\' is true... as long as you don\'t count the week of haggling, faxing, re-faxing, and other \'mis-communications.\'
Original review posted by user Nov 16, 2011
After shattering my new iphone, I thought, "hey - isn't it great that I paid that extra money for insurance?" Wrong! Verizon's mobile devices are covered by Asurion - a company that seems to be doing it's best to not honor my claim. First, I had to fax them my claim form - they can email forms to me, but cannot recieve email or scans or uploads (yes - they cover actual technology, but do not use it themselves). The, on the claim form, where they asked for the IMEI number, which I gave them, what they really wanted was the MEID number. Of course, I couldn't just give them that over the phone. I was told that I could upload the documents this time. They sent me a link, I happily scanned my documents and tried to upload them. Nope - too big. Ok, so I reduced the file size - but now the link doesn't work. And the 'live help' option has gone away. And the live person I had on the phone doesn't exist anymore. So, I have to go off and fax the documents again.
At this point, the phone cost $199 (thank you upgrades). The deductable would have been $179. I have paid the deductable, plus $6 in faxing fees (the first fax was "unreadable") and have used at least three hours of my time trying to deal with them, driving to the fax center, etc. My 'such-a-deal-of-an-upgrade' phone has now cost $504 - and I still have a shattered screen.
So glad I didn't just spring for a droid. Not.
Product or Service Mentioned: Asurion Claim.