Asurion

I purchased an LG Premium Care extended warranty, which is an Asurion product, for my LG dishwasher. The bearing on the circulation pump was going bad, and I called for service shortly after the manufacturer warranty expired.

Asurion quickly sent out a repair person who listened to the dishwasher for 5 seconds, confirmed it was the bearing, and ordered parts which were installed a couple of days later. Now it's going out again. This time I called and am told to unplug the dishwasher for 30 minutes to an hour and see if that fixes it (unplugging it won't fix a bearing). I then tried a chat online, and they started the claim process and sent me a form to submit.

The form looked more like a claim for a cell phone. I sent an email questioning if this was the correct form for a dishwasher claim. I was assured it was and was told to make sure I submitted all of the required photos of the dishwasher with the claim, including a photo of the model, serial number, along with photos of the front and back of the dishwasher. I have no intentions of uninstalling the dishwasher to take a picture of the back of it to get service.

This is an insane demand to file a claim. I'll buy a new dishwasher before I do that, and you can bet it won't be another LG product, and I won't buy another service plan for any product backed by Asurion.

This is the worst possible experience anyone could have! I bought a Movado watch off Amazon and paid for Asurion to cover an extended warranty, including a one-time refurbishment.

They gave me the runaround for weeks, and now they are saying they won't honor the warranty, which, believe me, they will. It's just another tactic they are playing, hoping I will give up. And probably I would have because I would rather pay for another glass face than be sitting here typing this up and still no glass for my watch!

I am not going into all the specifics here; I know it’s just too much. Take it from me: do not waste your money!

I have 2 cell phones through Verizon: an iPhone 15, which is my backup phone and isn’t used regularly, and my everyday phone, an iPhone 16. The iPhone 15 has been paid in full since July of 2025.

I am still paying for the 16, but I have insurance on both phones. My iPhone 15 was stolen in December of 2025. The person who stole it has the phone active and is currently using it. When I filed a claim on the phone, they told me they couldn’t replace it because it wasn’t active when stolen.

So why are they letting me pay insurance on the phone at all if they can’t do anything to help me replace it? Not to mention the first rep I spoke with said the claim was approved; I just didn’t have the money to pay for it that day. They then denied it, so the 2nd rep told me to change my claim date to get it approved. Then the 3rd rep tells me there is no way to approve my claim on the iPhone 15, so why are they letting me pay for insurance if they can’t do anything to help me?

I just had $800 invested in this phone, and now I’m just supposed to forget about it. That's a lot of money; I can’t forget about it!

And why the false hope with rep number 1? That makes no sense either.

Re: Repair Order 103800****

Other unknown: H+ CN 107828****71 | T740036

I have an Asurion Insurance plan whereby my computers, TVs, etc. are supposedly protected against damage and/or injury by Asurion Corporation by repairing or replacing the device if it is no longer operable.

They have both a nearby facility or the item is shipped to Tennessee for service and then returned by UPS.

Please note that my primary purpose is more of a courtesy to inform the American people of a serious defect in Asurion's insurance claim process that could severely impair the rights and duties of consumers everywhere. My second purpose is to provide the background for my own ordeal and claim. Let me begin with a brief history and background.

1. The time period for this claim takes place from the end of October 2024 to the end of December 2024 for this laptop repair attempt.

2.

After the initial service call to Asurion requesting service for my laptop, I spent an inordinate amount of time seeking instructions as to how and where to take my laptop. Ultimately, after dozens of calls, online applications and email, I was told to take the laptop to Asurion's merchant in San Rafael, called uBreakiFix - Phone and Computer Repair across the San Rafael Bridge.

3. My wife took the laptop to Asurion's facility and had to wait in a long line. She left for another appointment and returned later that day attempting again to leave the laptop for service since those were the instructions given by Asurion on the phone.

4.

Thereafter she returned to the shop and instead of accepting the laptop, she was instructed to apply online for approval to accept the laptop for a claim and service.

5. On November 2, 2024, and thereafter, I continued the application online and on the phone at home, I spent hours on the phone, filling out an application for service, uploading my driver's license, photographing the model number and serial number, resubmitting the documents numerous times since the picture of the laptop's configuration was too small for them to read. It was not until a few days later that they finally accepted my photos of the model & serial number to ultimately allow me to take the laptop back to the San Rafael store for service.

6. About a week later on November 8th, 2024, I received another email that I could now physically bring in the laptop for repair.

Again my wife made the trip across the bridge to bring in the laptop for service, again having to wait in a long line. Once more they refused the laptop indicating that the service had not been finally approved at their headquarters in Tennessee.

7. While at their facility, my wife called me from their store and the clerk told me that I had to first pay $141 to process the claim. They could have told me that when I was sending in the applications for service or when my wife was first there attempting to get service.

So I immediately went back online, while my wife was still at the shop, and paid the fee thus allowing the shop to accept the laptop for examination.

8. Along with the laptop my wife provided the clerk with a separate new 1TB Solid State hard drive which had all the laptop's old data already installed. She left the laptop there with the SSD drive along with instructions to install the drive.

9. I was told by another email that same day from Asurion that it would now take until November 18th, 2024 to examine and repair the laptop.

10.

Then I received another email notice on November 16th that it would take until November 22, 2024, to complete their repair.

11. On November 25th, 2024, I received another email that they couldn't repair the laptop and needed to send the laptop to Tennessee for further repair. They then sent another email promising me that by December 8th, 2024 it would be fully repaired.

12. Another email delayed the repair completion date to December 13th.

13.

However, on December 5, a further email said they could not repair it and they would replace the laptop itself.

14. I called Asurion and spoke to a number of different clerks who informed me that they did not have any replacement laptop to offer me. Instead, they would send me a check for $321 for me to buy a replacement. I informed them that this same model cost on sale at Costco $999, plus the SSD drive I provided for about $200; the dongle with a mouse $50; the data transfer from the old laptop could cost about around $200 for a total of about $1,450; however, they refused to send me that amount.

15.

I was quite upset. Asurion said they intended to keep the laptop, however, I insisted that it needed to be returned to rescue the data still on the laptop.

16. Our discussions on the phone regarding the SSD drive was contrary to the tale first told to me by their local technician who said the laptop during its stay in San Rafael had the new drive installed and then sent everything to their Tennessee office. Now I am missing both the new SSD drive and the dongle for the mouse.

17.

Thereafter Asurion sent back the laptop to me. In a series of emails commencing December 20-24 with Asurion's home office, they indicated that they would not budge on the settlement negotiations, instead only offering me a variety of other offers, none of which amounted to anything near the price of a replacement laptop and drives.

18. After receiving back the laptop, I had it examined by a competent tech person and they found that the new SSD drive with its data installed that was sent along with the laptop to their computer facility in San Rafael, was NOT found installed inside the returned laptop by my tech and instead he found a different much smaller hard drive, with all data missing, still in the computer.

19. The same tech estimated that a replacement motherboard for that computer would cost me around $450 plus a new SSD card for about $200, plus a new mouse and dongle for another $50.

20.

I have been with Asurion for quite a few years with reasonable satisfaction with their services.

21. Asurion now requires paying $36.00 or so per month for their insurance premium, in addition to the $141.00 processing fee for each event.

22. ALL my data has been removed; and it seems also that the two USB drives in the machine are no longer operative. They were working fine before someone from Asurion took them.

So technically there are now 2 and possibly 3 fraudulent thefts from my laptop that I entrusted to Asurion. Plus of course my missing data that was also contained on the new 1 TB SSD ostensibly missing from their custody.

1-New 1-TB SSD Drive

1-500 GB Drive

2-USB ports

23. That leaves me with several options. Clearly, when someone entrusts his property to another for analysis and repair and that property is returned with that property missing, it is clearly grand theft, embezzlement, and fraud.

In the state of California, this can be found in the California Penal Codes §§ 484, 487a, 484b, & 502.

24. In addition, these penal statutes allow for an additional civil action as well which also provides for Punitive damages as well.

25. To add further insult to injury, I called Asurion to cancel my policy. I told them of my prior upset and they had been billing me at the rate of $34.99 per month.

Asurion allowed me to cancel and said they would credit me for the two prior payments. However, the actual credit was only a one-time payment of $29.99.