Lundman4 wrote:Avoid purchasing the insurance plan through AT&T. The vendor they use will NOT send a comparable model if your phone is damaged or lost. We tried several times and were unsuccessful working with the insurance company. Initially, the wanted to charge a non-refundable deposit for the phone replacement, but promised to refund within 1-2 billing cycles (not immediately).
My hope if that they follow through on their promise...Each time we called AT&T to complain we were referred back to the insurance company (nice run around).
Save your $$ and just say no!
I'm sorry to hear that you had these issues with Asurion (which is our wonderful insurance company). The Mobile Insurance feature that we offer for $6.99/month covers loss, theft, accidental damage, liquid damage and out of warranty malfunction, so I'm not exactly sure why you had these issues with trying to get a replacement phone.
In regards to the non-refundable deductible, that is a standard fee that Asurion charges and it does vary by device. But what still worries me is that they would not send you a comparable phone. Standard practice for the insurance is to get you the exact same device that you are replacing, but in some cases, if they are out of stock on your specific device, Asurion will look into getting you a comparable phone (for example if they are out of stock on the 3GS, they would offer you a 4).
Finally, in regards to customer care representatives transferring you to Asurion, that is what we are supposed to do. We don't personally handle the insurance claims, it is all done by Asurion. If you prefer not to have to call in to file a claim, you can always visit http://www.phoneclaim.com/att to file a claim. If you do have any other questions regarding the Mobile Insurance, please, feel free to ask, and I'll be more than happy to answer any questions you may have 
I am an AT&T Customer Care representative specializing in mobile phone support, and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
