21. Hey, listen to this. Asurion in Moncton New Brunswick Canada will be receiving a $900,000.00 forgiveable loan to hire and train another 300 employees. Those call centre workers are taking your calls and complaints using trained scripts and not allowed to spend anymore than 8 minutes per customer.

Posted at 4:41PM on Oct 29th 2005 by Lynn Smith

22. Do you know they just cell phones if you have such a problem with Insurance, don't get it and just buy a new phone everytime you broke you phone you guys are the ones that make the situation complicated...I think you should think about maybe having a back up plan if you have such a problem with breaking your phn, and you do have to remember usually it is your fault you broke the phn

Posted at 4:41PM on Oct 29th 2005 by jessica

23. Jessica: Your postings have been sent to Brett to track you down. You don't need to be online responding back to this stuff, especially in an ugly way. Please dont do this, it only fuels the fire.

Posted at 4:41PM on Oct 29th 2005 by Ex-Asurion Employee (not fired, just got tired of the way they treated people)

24. Dear the Ex-Asurion employee... I don't think you have much to say to me...After what you have posted in different sites. You don't have much to go on yourself. my email is jessicathesmartazz at hotmail, if you care to write...

Posted at 4:41PM on Oct 29th 2005 by jessica

25. WOW you guys dont know crappy insurance complanys try cingular's company lockline those idiots dont insurance expensive phones. for a time they would insureance the razr now they do they dont insure ANY treos or PDA phones i guess this sucks becuase i have treo 650 i hate lockline.

Posted at 4:41PM on Oct 29th 2005 by hyarry

26. ASURION IS THE BIGGEST RIP OFF. Contact your Attorney General in your State. I had a HP PDA 6315, they wanted to replace with a free phone, then they decided to reimburse me for a 300.00 for a 595.00 phone. I sent them a claim and police report in June, as of Sep 15th, I have not received one dime from them,just excuses. Oh by the way I can read a contract.

Posted at 4:41PM on Oct 29th 2005 by dianne

27. ASURION absoulty blows my deductable was $110 on a phone that I payed $200 for and I had only had it 2 weeks when it broke from one small drop. On top of that it broke well I was moving so I switched to my old phone and was using that for a few weeks until I had the time to get my phone replaced. When I placed my claim I hadn't seen my broken phone for a little while since I was busy and it was useless to me, so when I put in my claim I thought I still had it. Well after getting off the phone with the rep and hearing the voice recording telling me when the phone would arrive and that I had to send back my broken one or recieve another $100 charge to my count. Well when I went looking for it I could not find it any where and guessed it probably fell out of my truck well moving. So I try calling them back and they send me in a big circle to a number where I have to leave a message and no one ever calls back. So I recieve the phone and end up getting charged the deductable twice because I lost it after it broke! How much bs is that!!!!!

Posted at 4:41PM on Oct 29th 2005 by Shawn

28. Shawn: you are so full of Sh*t !

Posted at 4:41PM on Oct 29th 2005 by LOL

29. will post a copy of email I just sent to Asurion for my boss personal info ommitted, thought it would be interesting. Today I initiated a claim on my damaged telephone, a pda phone. The person I spoke with at first (a lady, name unknown) was very rude. She took my claim and told me someone would call me to complete the claim in three to four days. I asked why it took three to four days and why I couldn't finish it right now, telling her of my need for the phone, and she just said all she could do was have someone talk to me in three to four days. I had previously worked with Asurion with my corporate telephone accounts and never had anything like this happen. This lady was the kind of person I dread having correspond with my customers. The experience was so terrible I decided to end my Verizon service and decided that I would also end my corporate phone services at the same time, 88 phones (I was pissed about the treatment that I received and didn't want anything to do with a company that promotes Asurion) I called Verizon to do so and spoke with a friendly lady who requested I call back Asurion and ask to speak to a supervisor before I stopped my services. I did so and spoke with another lady who researched the claim, said there was a hold on the claim for some reason she couldn't figure out and took the hold off, I then lost my call, bad service area, and had to call Asurion back. (Here I would like to say Asurion employee #2 was sweet, respectful, and helpful on this issue) I called back a few minutes later and finished my claim with a gentleman, third call. He was also very respectful and willing to help. He did say it would take a day or two longer to ship because of the rural area I live in but at least the guy finished the claim without making me wait three to four days to finish it and then three to four days to ship it. My point is, First: Asurion employee #1, the first lady I spoke with today is such a horrible representative of your company that I almost cancelled several Verizon phone lines I own and was going to find a carrier that didn't support you people. Second: I think you should offer a next day air service as an option even if it cost a little extra to the customer. Third: employee number two and number three deserve a raise, thank you. I usually wouldn't waist the time but it's now midnight and I was about to go home when I remembered the days experiences and thought I'd drop a note. Any further correspondence should be with my aide, Email address:####@##########.com

Posted at 4:41PM on Oct 29th 2005 by brig

30. I have worked for Asurion for almost two years and must admit that Asurion has it's fair share of poor customer service moments. But I would bet that a large amount of the anger that these people feel is not due to Asurion entirely. First of all when you sign up for insurance, it is you responsiblity as a consumer to know what you are getting into by reading the information provided to you by your service provider. If no information is given, you should have the sense to ask for it. If people would be smart enough to read their insurance information they would not be shocked that they have to pay for a replacement phone. The purpose of our insurance. like every other insurance, is NOT to provide you with a FREE replacement, but a replacement at less than retail price. When you have car insurance do you not have to pay a deductible? And health insurance? While we are on this subject of what insurance does not cover,I will raise another point, insurance does not cover malfunctions. Once again if the subscribers had the sense to actually know what they are signing up for, they would know this. A warranty covers malfunction, not insurance. Once again if you have car insurance, it does not cover if you radiator messes up or your window motors blow, does it? NO!The carriers are not faultless in this situation either. The cell phone providers often lie to the customers and say things like,"The replacements are free." or "You will get your phone the very next day.", just to get the customers to sign up for the insurance because they get a cut of the premiums you pay every month. They don't tell you that do they? NOOOOOOO they don't. Everyone is quick to judge and blame, but very slow to think about where the blame should be placed and where credit should be given.

Posted at 4:41PM on Oct 29th 2005 by annie

31. Asurion is absolutely the worst customer service that I have ever dealt with. Here a letter that I will be sending to Asurion and Verizon Wireless. I will be cancelling my Verizon Wireless Service because I don't want to be part of a company that promotes Asurion. "I am writing to your company to express my unhappiness with the customer service that I received on September 26, 2005. I called Asurion to file an insurance claim for a cellular phone that was damaged. I have filed a claim with Asurion in the past for a cell phone and had no problems, so I thought this would be an easy process. I called the number 1-888-881-2622 around 12:20 and was connected to the first representative Theresa. I gave her some standard information, and then was asked to give the type of phone, date of purchase, and the incident date. I had the model number and make of the phone (Samsung A670) available and the date of purchase (all were asked for on the recording I heard prior to speaking with a representative), but was unsure of the exact incident date. I told Theresa that it was about 3 weeks ago, maybe on a Thursday. She asked if it was September 8 and I said I thought it was. She then asked to have me put on hold for “1-2” minutes to call the Verification Center and confirm the information I had given her. While I was on the first hold, I checked my calendar to confirm the date was September 8th, and realized the incident date was actually August 25th. I thought that it would be no problem to correct the date once I was speaking with a representative again. Once I was back on the line, I was told the make and model of the phone used on September 8 was not a Samsung A670 but a Motorola T720. I told her the correct incident date was August 25th and I had made a mistake when I gave her the date. The phone that I needed replaced was the Samsung A670. She told me she would have to confirm this with the Verification Center and I was placed back on hold. Once connected again, I was told that this information wasn’t correct. The phone on file was the Motorola T720 for the date of August 25th. I told her that the 25th was definitely the date of the incident and she said I would have to be put on hold again to confirm this. I was again placed on hold for “1-2” minutes, which was actually much longer, and once back on the line was again told the phone on file for the 25th was the Motorola. I told her this was impossible and she said that I could speak to a “specialist.” After holding again, I was put on the phone with Lalo. He said he would call the Verification Center again to try and confirm this, and I told him that the Verification Center had been contacted 3 times and that the information they were receiving was incorrect. Lalo told me that my only option was to call Verizon Wireless and have one of their representatives call Asurion to confirm the last used date of the phone was August 25th. Irritated at this point, I hung up to call Verizon Wireless and almost immediately was placed on the phone with Talika. She confirmed that the date the Motorola was activated was August 30th, and that the Samsung was active on August 25th. She soon connected me back to Asurion with a representative named Lee Ann. Lee Ann again began the process of trying to get file this claim. I was again placed on hold for “1-2” minutes while a Supervisor looked over the claim. I was on hold for several minutes, and then was disconnected. I thought that since we were disconnected that I would receive a call back from the center, but after waiting 15 minutes did not receive a call. I again called Asurion and was connected to Robert. I immediately asked Robert to connect me to a supervisor, and was placed on hold for a short time before I was connected to April. I talked with April who again began the process. I was again put on hold. April came back on the line and asked me if the incident date was August 30th. I told her the incident date was not August 30th, not September 8th, but it was August 25th. I was put on hold again. Finally, I was told that my claim was processed, but that Asurion did not have the Samsung. It was no longer being produced and that I would have to receive an Audiovox CDM8910, a phone that in my opinion is far inferior to the Samsung I had before. I asked if there was any way to get the Samsung and was told there wasn’t. Frustrated, I said fine to the Audiovox and finally at 2:30, got off the phone with Asurion and successfully filed a claim. Overall, my experience with Asurion was extremely unpleasant. It took almost 2 hours to file this claim. I was put on hold more than 5 times and talked to 5 different people in order to speak to someone who could successfully file a claim. I will be switching my phone service to another provider once my contract has run out due to the experience that I have had with Asurion. I will also be canceling my handset insurance for the remainder of the contract with Verizon Wireless. I’ll just take my chances. I would not recommend Asurion or Verizon Wireless to friends or family based on this experience. I understand that Customer Service and Insurance are difficult, but I have never had problems like I did on the phone with Asurion. I only hope that once I receive my phone, there are no problems. I can’t imagine spending another 2 hours on the phone with Asurion’s Customer Service." After reading this site, I have no doubt that Asurion probably gets a hundred of these letters a day, but I hope that I can't deter at least one more person from using Asurion or any Company who promotes them.

Posted at 4:41PM on Oct 29th 2005 by Matt

32. I was running into the same problems with Asurion as everyone else. I kept my composure even though I felt I was getting the run around. Finally, a supervisor came on and told me that, because of a technicality my claim was denied. I communicated with Brett (who is awsome btw) and a few emails and a telephone call later everything was taken care of. Thanks Brett and thanks Cindy. I was really critical of asurion during the process, however they have made a believer out of me. What worked for me was being polite, being persistant (without being a jerk), and being willing and able to go beyond the frontline folks. Just my 2 cents.

Posted at 4:41PM on Oct 29th 2005 by Del

33. I was running into the same problems with Asurion as everyone else. I kept my composure even though I felt I was getting the run around. Finally, a supervisor came on and told me that, because of a technicality my claim was denied. I communicated with Brett (who is awsome btw) and a few emails and a telephone call later everything was taken care of. Thanks Brett and thanks Cindy. I was really critical of asurion during the process, however they have made a believer out of me. What worked for me was being polite, being persistant (without being a jerk), and being willing and able to go beyond the frontline folks. Just my 2 cents.

Posted at 4:41PM on Oct 29th 2005 by Del

34. i had a nokia 7260 ($300 when i bought it in Dec 2005). Lost it, Asurion is willing to replace with a Samsung d415 (supposedly comparable to my old fone) with a $110 deductable. Online i can get this fone as low as $80, Samsung official website will sell it for $130 after rebate. NOW GET A HOLD ON THIS BS: http://support.t-mobile.com/knowbase/root/public/tm22023.htm? This T-mobile offial link says that if ur replacement costs under $150 $40. NOW, am i missing something here, anybody seeing this differently. And is there a way we can sue their asses together?

Posted at 4:41PM on Oct 29th 2005 by ken

35. i had a nokia 7260 ($300 when i bought it in Dec 2005). Lost it, Asurion is willing to replace with a Samsung d415 (supposedly comparable to my old fone) with a $110 deductable. Online i can get this fone as low as $80, Samsung official website will sell it for $130 after rebate. NOW GET A HOLD ON THIS BS: http://support.t-mobile.com/knowbase/root/public/tm22023.htm? This T-mobile offial link says that if ur replacement costs under $150 ur deductable is $40. NOW, am i missing something here, anybody seeing this differently. And is there a way we can sue their asses together?

Posted at 4:41PM on Oct 29th 2005 by ken

36. I use to work for Asurion. I am not defending Asurion. There are a few things all of you need to know. The deducible is set by both Asurion and the mobile phone company, they both profit from it. Most of the agents you talk to are told to keep there calls as fast as they can, but most are given a only a 1 or 2 week training, and still don’t know what is going on since most of the training has nothing to do with what you deal with on the phone. I think most of the blame for the issue customers have are from the mobile phone companies that just want to make a buck off you and Asurion for the same thing. Asurion does not keep employees for long as the treat them like shit. They look at them as just a number, and managment are backstabing corrupt people. Asurion is also slow at getting claims done since most of there stuff is all done on paper they work off a system that is equal to the systems of the 1980’s mostly on paper. They don’t even give agents emails, so customer can’t even make a claim on-line. Just so you all know Asurion is not a public comp. It would not last long if it was......

Posted at 4:41PM on Oct 29th 2005 by Bob

37. Debra, Welcome to the group of folks who have suffered with Asurion and their legions of evil employees!

Posted at 4:01PM on Nov 3rd 2005 by Jason

38. Asurion should be spelled "ASSurion"... My son dropped and broke his expensive Samsung. He failed to call about it because he took his SIM card and put it in an old phone. About one month later I filed a WEB claim. I waited one month for a replacement and then called. To make a long story short and after a lot of yelling and screaming I was told: 1. I had only thirty days to file a claim (T-mobile says 60) 2. Because the SIM was in a different phone they would not replace the phone I had purchased claiming that the insurance follows the SIM card. So if your phone breaks and you move the SIM card to another phone and file a claims several days later...well you are out of luck. What a Scam. There is nothing about insuring the phone with the SIM card on the T-mobile web site. I'm filing a complaint with the California Department of Insurance and well be taking Asurion to small claims court. If this is truly their policy I think a class action suit should be filed against them for fraud.

Posted at 2:18AM on Nov 7th 2005 by Jim

39. Although I am no longer employed at Asurion I did, at one time work which probably comes as no surprise considering their turnover rate is about 95% and a good portion of the commentators on this board seem to have worked their or known someone who did as well. Anyhow, I think its pointless to get mad at the workers and the people you happened to deal with because you were unable to get your phone. In all honesty, the workers are at least as dissatisfied with the whole idea of Asurion as you are/were. It is a stellar example of a company that grew too big too quickly and just had no idea to manage itself and make things work. Earlier, someone mentioned about the workers not being given enough authority to make obvious good choices and much needed quick thinking was strictly prohibited. There were so many times in my single year of working there that I genuinely wanted to just send the customer the phone but (surprise!) there would be this pain in the ass "procedure" that had to be followed thorugh and when the reps say something like "my computer won't allow me to go any further before I have that information - well, ninety-eight percent of the time, they're being totally honest. What I would then try to do is tell the customer exactly what to say to the escalations representative that I had to put them through to get anything done so that it would be that much easier. Despite the attempt to make it easy, these escalations people with any authority were few and far between and there was generally, about a 20 minute wait to speak to one of them. I ended up quitting because it was easily the most disorganized company who treated their employees quite poorly and didn't listen when we requested new and more effective procedures be put into place. I recall on several occasions thinking that if I was the customer calling in, I could have had the nicest rep in the world and the call still would have been a frustrating, awful experience.

Posted at 1:12PM on Dec 22nd 2005 by ExAsurionFemme

40. Well I work at Asurions Repair Center (TLC) and I have only seen the Quality getting better. there are phones that the customer will get that will not work, no company is perfect, expecially dealing with refurbishing electronics. and there will be angry people out there that will vent on here. Im seeing less triage phones (phones we sent to the customer that have been sent back to us b/c of defect or not jus not liking there phones replacement) which is telling me we are getting the job done right the first time. A good company is not going to satisfy all of its customers, for example, I bought a Dell XPS system for $1600, it came to me on 12/27 without the operating system fully installed and crashed before it got to Windows. I Talked to 3 different Techs and after 2 days they told me that DEll is not responcable for software Issues. and that I would have to pay to speak to a S/W technician. I got a run around and have been on the phone for 6 hours, 3 of which i was on hold. now im waiting for Windows XP to come in the mail and hoping this is the problem, til then, i got a $1600.00 paper weight. J.

Posted at 11:14PM on Dec 31st 2005 by J