After two calls and two claim denials over 3 days, I was treated rudely, implied I was scamming and never resolved the issue. On April 7, my daughter had stolen her Galaxy Note 4 cellphone.
She went to The AT&T store and got a loaner. A few days later she started her claim and informed me I had to provide an affidavit and ID to complete the process. I did so with the information my daughter provided me and unfortunately, she gave me an occurrence date of the 10th, not the 7th. After a few days of no response I called and was informed the claim was denied because the loss was reported before the date that asurion had - the 14th.
When I pointed out that my affidavit stated the 10th, the agent put me on hold to look at the paperwork. He came back on and said claim was still denied. I asked for a supervisor, who after a review of the paperwork apologized and said approval was complete thru his level and to call back if I had no email contact in 24 hours. With no contact, I called 36 hours later and was told the claim was denied.
Rather than drag through this again with the agent, I immediately asked for the next level. This person told me the claim was denied because the date of occurrence did not match information asurion had from AT&T. When I noted that there was clearly an error here and that asurion knew the exact date of the loss, why don't I just complete a new affidavit and settle the claim. At this point she got very rude and told me that asurion is not in the business of guessing dates for customers and that the claim would have to be started over from step one - a new affidavit would not do.
I asked we could get around this since all I wanted was what I've been paying $28 a month for - a replacement phone for my daughter. At this point I told the agent that this has been one of the worst customer service experiences I've had and then hung up.
These people seem to be in the business of taking money and denying legitimate claims. I am in process now of starting a new claim for my daughter's phone.
Once replaced, asurion will never have a penny of my (or friends and family) business again. I also posted this complaint to the BBB.
Product or Service Mentioned: Asurion Claim.
Reason of review: Poor customer service.
Monetary Loss: $825.
Preferred solution: Deliver product or service ordered.
Asurion Cons: Customer service, Implication that i was scamming, Having to restart process because of date error, Rude supervisor.