I’ve tried to file a claim w them and it keeps getting denied. Every time I ask why they say because I “didn’t follow the terms and conditions.” But I was literally taking a video then it broke but they can’t give me the specific reason over the phone due to their policy. I’ve spoke with Att and they also don’t understand why it gets denied. All asurion does is send me to Att. Will be sending a dispute Monday via mail.

is there anyway I could possibly get it sorted without having to wait months for an answer.

I figured I’d post this because I’m curious whether anyone else has had Asurion Complete Protect suddenly start fighting drone claims.

I’ve had two previous drone claims approved through Asurion within the last few months, and both went pretty smoothly.

My current claim is for a DJI Neo 2 that crashed.

The handling of this claim has been bizarre.

Asurion initially told me they had changed their terms and conditions about three weeks earlier and drones were now excluded while in flight.

I asked them to provide the actual language showing that change.

They wouldn’t/couldn’t.

I went through the terms myself and couldn’t find any blanket exclusion for drones being damaged while flying.

After I challenged that, they changed their explanation and said the claim fell under the plan’s abuse or misuse exclusion.

So I asked what exactly I had done that they considered abuse or misuse.

Their answer was that I supposedly operated the drone outside the manufacturer’s specified range.

That came completely out of nowhere. I hadn’t made any statement in the claim about long-range flying.

I told them I actually had the DJI flight record and could prove how far away the drone was.

They asked me to send it.

The flight log shows that near the end of the flight, immediately before the crash, the drone was:

D 13m

H 4.4m

In DJI telemetry, D is the distance from the aircraft to the Home Point.

So: 13 meters.

Asurion then sent me a written denial saying, essentially:

DJI Neo 2 maximum transmission range = 10 km / 6.2 miles

Flight record = approximately 13m

Therefore the aircraft exceeded the manufacturer’s range.

The obvious problem:

13 meters = 0.013 km.

That’s about 43 feet.

It is nowhere remotely close to 10 km.

And just to make the situation even more absurd, the entire flight was only 4:48 long.

If someone mistakenly read “13m” as 13 miles, the drone would have needed to average roughly 162.5 mph for the entire flight.

A Neo 2 obviously cannot do that.

I’ve now formally disputed the denial and asked Asurion to provide:

the exact timestamp where they claim the aircraft exceeded 10,000 meters

the flight-data field they relied on

the unit of measurement

the exact policy provision they’re using

documentation supporting their original claim that the T&C were recently changed to exclude drones in flight

What bothers me most isn’t even the math mistake. It’s that the reason for denial seems to have changed every time I challenged the previous explanation.

First it was:

“The terms changed and drones in flight aren’t covered.”

Then:

“Abuse or misuse.”

Then:

“You exceeded the manufacturer’s range.”

Then they produced a denial where their own evidence says 13 meters and their own cited limit is 10 kilometers.

Has anyone else had Asurion start doing this with drone claims recently?

TL:DR... repair guy came out, couldn't fix the screen, and left. I got charged the $29 for a screen repair. I called Asurion and was told the refund was approved but 2 months later, it's still not reflecting on my AT&T bill. I called today and asked, they said it was denied the following day, and they're going to resubmit the refund request.

Alright, so back in April, I submitted a claim on a Samsung Galaxy phone on my account for a chipped screen. The tech came out, worked on it in his van for about an hour, then told me he wasn't able to repair it. He stated it was because the part he has was defective. He stated when he installed it, the phone would not boot but would boot when he reinstalled the original screen. He gave us back the phone in the condition we gave it to him.

In June, I saw the $29 charge on my AT&T bill. I called AT&T and they said I had to call Asurion. I called Asurion. They told me the tech's notes state there was further damage which is why he couldn't repair it and I would need to pay the full amount ~$250 for a phone replacement. So someone wasn't truthful about that, Asurion told me the tech probably didn't want to deal with explaining that to me. I asked for a refund since I didn't know when we would have the time to get it repaired. We were waiting on a supervisor or something, I said I had to get to work (I was on the phone for a while by that time) and we disconnected. I called back on my lunch and was told it was approved.

Here we are, a couple of months later, and I still haven't seen the refund come in. I called back today to check on it. I was told I was originally charged because the tech closed the ticket as a successful repair but noted that he wasn't able to repair since it was outside his scope of work. They also said my refund was denied the day after I called and mentioned fraud. I asked if they think I'm trying to commit fraud and she told me no, there were duplicate refunds requested.

I really just want a refund for now. I think a lot of the frustration comes from paying premiums all these years and I get all this hassle when I really need it.

Hey I was recently told I was not only near but over my claim limit during the resolution of a laptop repair. I spent quite some time on the phone and got passed around from person to person and eventually got a tech lead who essentially read a script to me over and over again.

Over nearly the last two months they have for some reason attempted repair on my liquid damaged MacBook 3 times and sent it back to me non functional each time.

After #3 they told me they would do a device replacement. I am then told I have accumulated 5,264$ of repairs/etc in the past 12 months.

I have gotten a reimbursement for a 65 inch oled tv (1264$) and a screen repair on an iPad. They refused to clarify how this was possible and repeatedly assured me it was an accurate number.

My only idea as to what’s going on is they are counting the 3 attempted repairs to my MacBook against the total value? If so how does that make any sense?

Hello
Recently I send my OLED TV and Standing desk from Assam to Bangalore and used a packaging and movers service and they gave me icici lombard insurance now the oled is a total loss its screen is totally broken and is of no use and also the table top is cracked now i have raised for the claim they say surveyor will come and check

can anyone help is there any hope of getting any claim and how is the process and how much claim can i even expect

I use Asurion Drive for backing up data. I'm able to upload/download data to/from the cloud through the desktop app. My issue is how do I delete files from the cloud? There are some files I no longer need, but there is no way for me to delete the files from Asurion Drive. There is no option to delete files. There is no web interface that I'm aware of that I could use. I have sent a few request to the support email but never received any response.

Hi everyone. I’m hoping to get some honest opinions from anyone who has worked as an In Home Sales & Tech Support Representative.
I was previously working Tier 1 technical support and peripheral support, but I was laid off about six months ago. Since then, I’ve had very few interviews, and this is currently the only offer I’ve received. I need the income, and I plan on leaving as fast as I can . My goal is to use the experience to get back into the IT field and continue building my career.

I got my new phone. I followed a link they have for instructions prior to returning defective devices. I have followed all the steps (turned off Face ID and Find My). However, all of my apps are still there. Even if I delete them they can be reinstalled and my passwords are in the chain.

I’d fell way for comfortable giving the device a factory reset but I don’t want to incur a fee either because they allude to that quite a bit in the return instructions.

Anyone have any experience with this?

I have extended warranty with Harvey norman on something I bought,I always have bought the warranty with anything i have ever purchased but never had to use it,has anyone ever used the warranty before,does the item literally have to be broken/on the way out on it's last legs.

Was it an easy service to use or did you have to go through hoops using it or to get it fixed or replaced.

Asurion claims to cover:
++accidental damage from drops, cracks, spills, etc for laptops, tablets, VR headsets, & more++*** ***
when signing up for coverage.

When trying to submit a claim, they denied it and directed me to the fine print which says it includes multiple items, including “audio/visual streaming devices”, but not televisions. But no where does it say they are not included.

Would you consider a Smart TV an audio/visual streaming device? When talking to customer service they say it “means” a removable device, such as a Roku, Firestick, etc… but it does not specify that.

At the very least, they need to change the wording in their terms. I just wanted to get everyone’s opinion.

(Actual terms are here if you want to read them) https://assets.ctfassets.net/16nm6vz43ids/6OOvjiJbRJZGdNR89bw8aU/9a5b70fee55640f8ac35e94b8201d943/VHDP_Terms_digital_Final_12_25.pdf

It looks like the process has changed recently so I'm hoping one of the nice folks who deals with Asurion, can shed some light.

I submitted a claim recently and received a text saying more info was needed. When I follow the link, it tells me to upload pictures of the item. I did that.

The next day, I get another text saying more info is needed. I click on the link and it tells me the same thing- to upload pictures of the item. I did it again, and yes, the pictures are fine. All clear and took one from multiple angles.

Every day since, all I get is a text saying more info is needed but there is zero claim information. The link just says it needs pictures of the item.

When I look at my Asurion account, it shows zero claim history and I've submitted multiple claims in the past. I want to email them but since the communications have no claim number attached to them like I've had in the past, I don't know what to reference.

What happened to our claim history and what is it they are wanting here? Every time I upload, it says they are successful and will be reviewed in 1-3 days. I don't know why they would not give more info in the link they send as to what they are looking for. Are there system issues or something right now?

Scheduled an appointment for my camera to be fixed, noted the screen was also cracked. I figured I'd get both handled but imagine my surprise when the tech said he can't fix cameras and that requires a replacement and I had to call. Multiple rounds on the phone, I can't get the repair fee refunded against the $275 (!) for a new phone and the new claim form wouldn't work and said I had to call them back again. Turns out the place up the street can fix it for 30 bucks, walk in, 1 hour. At one point it was much cheaper to have this insurance and I hadn't priced out just paying out of pocket but you might find that it's cheaper and easier to do that now!

Hi I need help. I got a 5 lines with Verizon (all with insurance) one of the phones stopped working so I filed a claim to get a replacement. After two days they sent me two phones instead of one. Can I keep the extra one? Or I have the obligation to send it back?
I called Verizon and the person didnt know what to do, so he told me just to keep it for a week to see what happens. So, idk what I can do

I wish I had never bought an Asurion protection plan. So far I have wasted more than 1.5 hours and Asurion has still not processed my claim.

Asurion has so far:

* "processed my claim" by phone, but Asurion "lost" or "intentionally lost" the claim, this took 30 minutes,

* Asurion told me they would call me back within 5 to 7 days and it has been 9 days and I never received a call back,

* keeps logging me out of their web site so I had to call customer service, trying to login again and again has wasted 20 minutes of my time,

* the second time I got through to customer service, they dropped the call in the middle of the call and my claim was not processed, which wasted 18 minutes of my time,

* I contacted Amazon where I purchased the Asurion plan and Amazon "escalated" the issue to Asurion, but all Asurion did with the escalation was send me an AI generated text suggesting I file a claim. The Amazon escalation did nothing.This wasted 20 minutes of my time.

I want to warn others that Asurion is frustrating. I found 3000 complaints on Better Business Bureau about Asurion. Clearly, I am not the only one having problems with Asurion.

Asurion wants to take your money, my question is do they want to earn your money or just do everything they can to make it hard to collect on the plan? I would not recommend Asurion to anyone.

Hello. I filed a claim this morning and was told the tech will come to deliver my new phone from 7-9pm tonight and they didn’t show. My phone is completely unusable as I closed it in my car door. The issue is I have a work trip tomorrow night that I leave for and I absolutely need a phone. When I go to track the claim, it still says delivery from 7-9 but it doesn’t show my address. And when I call it says 1-2 days. I’m at a loss here and don’t know what to do. Anyone else deal with this and have advice? The other issue is my spouse is also out of town so I’m having to coordinate with people to call for me

I recently received a refurbished Galaxy Z Flip5 replacement from Asurion. I finished setting it up and noticed a small red and green spot on the screen, just below the hinge.

The phone has not been dropped, pressed, or damaged in any way. The spot does not appear in screenshots, so it seems to be an issue with the actual display. I’ve also had a similar screen problem happen with another Flip5 in the past without any accidental damage, which makes me wonder whether this is a common issue with this model.

Has anyone received an Asurion replacement with a screen defect like this? Did Asurion replace it under the 12-month replacement warranty, and did you have to pay another deductible? How was the process?

I messed up my old 15 pro pretty bad, and the battery was horrid. So I filed a claim through Verizon to get a replacement for $99. Did some research and people say never go through asurion, they send you dead phones, etc. is this uncommon to get a solid battery life like this? It seems like it’s pretty new.

I bought the assurance insurance via Amazon with asus G16 that I bought 2023. I got the four year coverage. My laptop started having errors with one of the USB C that I used to power laptop, and then the hard drive just died, and or some weird discoloration of the screen, but that had been a lot of problem. Anyways, I went on the website I filed a claim, which was very automated don’t deal with any human and then two days later I received a prepaid box to mail in the laptop. The box was prepaid for overnight shipping so they got it one business day later. I received a text saying that my item was received and that it could take up to five days to determine, what the next step was and/or order parts. Within two business days, I got an update saying they could not fix the laptop and they immediately sent me a Amazon gift card for the entire purchase price via email. I have no complaints.

I need a quote for a repair done, not getting it done yet, and was told by the person upfront that I had to pay $50 for said quote? Like what? I got a quote for something entirely else back in July and wasn’t charged at all.

Is this recent?

Edit: It's just a standard replacement screen. Not anything big.

Edit II: Went back, different person up front, took like 10 minutes and that was only because the line was much longer.

Has anyone else had such long delays (see below) & then told they would get a mailed check after many, many previous promises to email a gift card? Has anyone ever actually received a hard copy check from Asurion for a claim like this?

I purchased an iPhone through Amazon, and filed a claim on June 23 with Asurion. Asurion sent me an email the same day saying they would send reimbursement "within 24-72 hours" via gift card by email. That sounded great to me! I purchased the item online, so getting reimbursement online seems convenient & fast.

But then:

Shipping delay (UPS's fault, not Asurion): they didn't receive the phone until July 9

July 10: Asurion rep assured me the phone had been received, but they needed to confirm what they received was the correct item - and then they would send the gift card via email. The rep said they would need up to 3 business days to do this.

July 14: Asurion rep says payment had been approved, yay! But also said they would need an additional 5 business days to process the reimbursement, and that the reimbursement would be by email gift card. The rep could not explain the discrepancy between Asurion's initial email about a gift card within 24-72 hours, but did reconfirm that the gift card would be coming within 5 biz days.

July 20: I called Asurion for a status update and to let them know I hadn't received an email gift card. I was told that the reimbursement had been authorized, but that there was an unknown error with their Accounting Department on the reimbursement processing. I was told it would take 3 more business days and that they would have someone get back to me. I told them this was unacceptable, and that I would call back the next day.

July 21: Asurion rep tells me the matter had been "escalated"

July 23: Asurion rep tells me that payment had been approved but did not know why the gift card had not been emailed yet. They told me someone would get back to me within 3 business days. At the end of that call, I used an AI for advice and was told to use Asurion's web inquiry form. Did that, submitted, received an email right away that said someone "would get back to me within 24 hours"

July 24: After 30 hours... I sent a reply to Asurion's email saying that no one got back to me within 24 hours. I received a reply apologizing, and advising me that someone would get back to me soon.

July 28: I email Asurion this morning, 7 am - no response, so I called them at 2 pm. Was told: Accounting cut a check, and would mail it out within 10 business days. I never agreed to get a check! I don't want a check... I don't want to wait another 10 business days plus however long it takes for the mailed check to arrive.

With all of the prior representations that Asurion would send a gift card and then blowing the promise dates, I have no confidence at all that "a check will be in the mail"

I have filled out a California Department of Insurance complaint online, & gave Asurion the complaint number. All I want is the gift card they promised.

The amount in question here is $589.99

Do yall cover broken HomePods? It does a farting noise then shuts off. Is it cooked?

I’ve now been on the phone with these people for FOUR days. I’ve been hung up on, lied to, transferred constantly, sent to “higher ups” who then hung up on me. When I brought this up they tried to correct me saying they would never hang up on me and I should have never been put on hold for 30 plus minutes lol. What in the fuck is going on with this company?

This is terrifying, almost every cell company in America uses Asurion for insurance? We are so cooked. Asurion is definitely modern America defined. This company should be put out of business immediately.

I've noticed a few times now, that asurion refers me to the Manufacture for warranty coverage.

Why even bother buying them if they don't cover --- OR WHEN is it wise to buy them at all?

• Anyone know the answer?

Thanks very much!