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Contributor

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1 Message

Thu, Aug 25, 2016 5:12 AM

Insurance you buy with At&t is a scam - BEWARE.

It's too late for us, but do not buy the insurance! At&t has partnered with an unscrupulous, unethical company called Asurion. After paying $165 in monthly premiums ($10.99/mo.) they want another $99 to replace the phone. With all that money I could just buy a brand new phone!

 

** And Asurion sends you a USED replacement phone, not a new one!!

 

And get this - if it was just 4 months ago that the phone broke, they would have charged  DOUBLE that --> $199!!  That would have been a total of $320!

 

And what is *really* upsetting is that our salesman at the local store seemed really nice. He excitedly told us about how great this insurance was and was really encouraging us to buy and NEVER ONCE mentioned any so-called "deductible" (which is really a charge for a refurbished phone) to pay IN ADDITION when making a claim. Do they get a commission from selling this insurance? It's not like auto insurance where your $500 deductible is a small fraction of the repair/replacement cost of a wrecked car.

 

There are horror stories all over the internet. I wish I had checked before buying 😞

 

If it's not too late for you, look into extra warranty protection from the manufacturer of your phone. And cancel this insurance if you're already paying for it! Shame on At&t to bring this onto their customers. They should partner with a good company or handle insurance themselves.

Responses

jt212s

Professor

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1.1K Messages

4 years ago

Hi @fac3lessman,

 

Sorry you feel that way about the insurance. Insurance is just that, insurance. It has a deductible (the $99 you paid). Your home owners insurance has one, your car insurance has one, your medical insurance has one. I wouldn't find it shocking that cell phone insurance has one either.

 

 

The AT&T insurance website (https://www.att.com/shop/wireless/features/mobile-insurance.html) also mentions "Claims may be fulfilled with new, AT&T Certified Like-New, or other models of like kind and quality. Colors, features, and accessory compatibility are not guaranteed."

 

Also, the deductibles are set at what they are based on the original cost of the phone. Your auto insurance deductible doesn't go down just because the repairs only cost $700, they still want their $500.

 

To address the commission on insurance. I don't know if it's changed, but the last time I was in a position at AT&T where I had commission on feature sales, insurance was not a commissionable feature as it was an insurance product and we weren't licensed insurance agents, but that may have changed.

 

The last time I signed up for insurance, I was also sent info via US Mail that had all of that same info in it. Whether someone chooses to read the info, is on them.

 

Again, sorry you felt like you were misled or that the insurnace is a scam, but it's just that, insurance.

 

Justin

 

If this solved your problem, please consider accepting this as the solution so that it can help others in the future. Please remember that this is a customer forum and all of the answers we provide are through our own research, experience, or personal knowledge.

Justin

If this solved your problem, please consider accepting this as the solution so that it can help others in the future. Please remember that this is a customer forum and all of the answers we provide are through our own research, experience, or personal knowledge.

New Member

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1 Message

sir you have sent me a replacement iPhone twice now, both of which are defective from out the box. I will be following up legally, this is absolutely ridiculous.

lizdance40

ACE - Sage

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72.1K Messages

If you submitted a request to Insurance to replace your phone, the replacement came from Asurion, not AT&T. Your complaint is with Asurion, which is a completely separate company that does their billing through all US carriers. AT&T Verizon T-Mobile all use a Asurion.
Contact Asurion, AT&T can do nothing. Carriers cannot tell a story on how to do business.
File a complaint against Asurion with the Better Business Bureau or your state Insurance board.
AT&T has absolutely no skin in this game.

🐾 I don’t work for AT&T. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

“Lack of planning on your part does not constitute an emergency on my part” 🆘 Dont expect normal any time soon.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
kdfederer

ACE - Expert

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11.9K Messages

4 years ago

And most smartphones are not $99. Some can get close to $1000. It is your choice to get insurance or not and take the chance of having to pay way more than the deductible to replace your phone.

This is a user to user forum. I am a user, just like almost everyone else on the site.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
lcalle

Guru

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629 Messages

4 years ago

@fac3lessman

 

I must second the statements made by both @jt212s and @kdfederer in that, considering there are no subsidized phone contracts anymore and, therefore, customers are being required to purchase phones at full price, one way or another, insurance is a very good idea for some people.  For those individuals, insurance cuts down substantially the replacement cost of their device, should something happen to it.  

David606

Employee

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3.5K Messages

4 years ago

Whenever someone registers for insurance, you get a packet of information mailed to you from Asurion. Every insurance enrollment gets this in the mail, every device and account. It details clearly the terms and conditions of the insurance. Deductibles are a part of ALL insurance products and a cellular phone is just the same as a car, home or any other product. The cost of a cellular device is upwards ot $650-1000 for flagship phones.

 

Not sure why people are so quick to throw the term "used" around. Used means a phone is used and not recertified or reconditioned. Which the replacements from Asurion are completely reconditioned and have a complete 1 year warranty on them. So everything is certified to work properly just the same as any other device.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
lizdance40

ACE - Sage

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72.1K Messages

4 years ago

How is that different from Auto insurance?

You pay premiums.

If your car is stolen you pay a deductible.

You are reimbursed the book value toward another car, which may be far less than you paid for the car, no matter how well you took care of it, you can only afford a used, similar replacement.

 

The only Insurnace that pays out with no deductible is life insurance.

 

 

🐾 I don’t work for AT&T. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

“Lack of planning on your part does not constitute an emergency on my part” 🆘 Dont expect normal any time soon.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Anonymous

New Member

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25.7K Messages

3 years ago

The difference is......    auto insurance does not cost  $400/month,   with a $10000  deductible. 

 

 

Anonymous

New Member

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25.7K Messages

3 years ago

"Your home owners insurance has one, your car insurance has one"    ( a deductible ) 

 

The mathematical equivalent would be for homeowners insurance for my  $300,000  home to cost  $3000/month  and have a $100,000  deductible.       Or my car insurance to cost  $400/month,  with  a $10,000  deductible.    It's outrageous. 

 

sandblaster

ACE - Expert

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35.9K Messages

3 years ago


@futrsprntusr wrote:

"Your home owners insurance has one, your car insurance has one"    ( a deductible ) 

 

The mathematical equivalent would be for homeowners insurance for my  $300,000  home to cost  $3000/month  and have a $100,000  deductible.       Or my car insurance to cost  $400/month,  with  a $10,000  deductible.    It's outrageous. 


So what's your point? You don't think the insurance is a good deal, I happen to agree with you. I have never and will never buy the mobile insurance. However, insurance costs are based on risk and the risk of someone losing or breaking their phone is much higher than car and homeowner insurance risks. For some people, the risk for them needing to replace their $800 phone more than offsets the cost of the insurance and deductible.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
lizdance40

ACE - Sage

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72.1K Messages

3 years ago

@Anonymous

I know you think that's a point for your argument.  But it's not, here's where it actually bears up Asurion's high cost:    If the rate of loss were far less, mobile insurance would cost less.  

Example...

Lets look at home owners VS car.   I have a $350k home and a car worth $22k.  My yearly auto insurance premium is more than home Insurance.   The deductible is the same.  This is because the likely hood I will have an auto claim is much, much higher.  In fact I have never had a home owners claim.  But I have had car claims.  

And again for the record, Asurion works with all carriers and the terms of replacement, deductible, etc are all the same.  

 

🐾 I don’t work for AT&T. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

“Lack of planning on your part does not constitute an emergency on my part” 🆘 Dont expect normal any time soon.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Teacher

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14 Messages

3 years ago

Asurion are nothing short of a pain in the neck.

After resubmitting an affidavit to them, they said they never received it, so we scanned the fax and sent it.

They are difficult to get through to on the phone, but are ok to take premiums and give customers the run around.

My situation has been going on for two weeks.

lizdance40

ACE - Sage

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72.1K Messages

3 years ago

@docgary 

You can try getting help through ATT if your still stuck, but it is a separate company.  I have not heard of problems submitting claims, unless the phone isn't on the line any more or the loss was over 30 days old.   Please come back if your claim is denied.  

 

I hope you read the entire thread.   Asurion is very expensive for the benefits you get.

     I suggest people "self insure".  That is, take the $10 a month per phone and bank it.  Then if something happens, you have enough to buy a new phone.  No hassle.  

In the 22 years and multiple phone lines I've had, I calculated we saved $5,000 to $7,000  in premiums alone by NOT buying insurnace.    (We have only had 3 losses in that time).

That's a lot of new phones, even at today's crazy prices.  

 

🐾 I don’t work for AT&T. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

“Lack of planning on your part does not constitute an emergency on my part” 🆘 Dont expect normal any time soon.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Teacher

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14 Messages

3 years ago

Good suggestion. To be honest, as an expat, who has been gone 30 years, and only back in the US four years, I am still getting used to the way things are done here.

This is just one more grumble I have about the entire system.

The best way for me is to eventually finish with ATT and go with a pay as you go plan from WM.

The agent in the store misrepresented Asurion, who feel it is ok just to sock me with a $225 deductible. It is outrageous.

lizdance40

ACE - Sage

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72.1K Messages

3 years ago

@docgary


@docgary wrote:

Good suggestion. To be honest, as an expat, who has been gone 30 years, and only back in the US four years, I am still getting used to the way things are done here.

This is just one more grumble I have about the entire system.

Ooooo, don't get me started... eh, too late see below 😆   

The best way for me is to eventually finish with ATT and go with a pay as you go plan from WM.   Not sure what WM is, it may come to me....   prepaid has drawbacks and benefits.  I'll get to those below too.

The agent in the store misrepresented Asurion, who feel it is ok just to sock me with a $225 deductible. It is outrageous.   All part of the "system".  And heeeeere I go!


    The system is trying to aim for the European model, but they have this pathological need to trap customers and lure in new ones.  (When I say "they" I mean all carriers).  They have bloat put on the phone and only update OTA.  They use the installments to tie customers long term.  So on one hand they create a system to set us free, but just,,,,,can't..,.,quite....let...GO.   

    Prepaid can be cheaper for single lines, it just takes a lot of fussing, especially if you travel a lot out of the USA.  It lacks many benefits that postpaid customers get included.  I've seen several posts about using the new Apple Watch on prepaid, and it's not possible.  

    Reps for all carriers are under crushing quotas.  They come with tiny bonuses, like $1-3.  But if they don't meet the quotas, they can lose their jobs - that's the real threat.  They are taught to be "yes men", but not so much to listen to the customers.  They burn out fast and are replaced often.   I'm a bit surprised labor laws allow this sort of employment.  It needs to stop as it's the one thing about ATT that gets a failing grade, second to last next to Sprint.

 

 

 

🐾 I don’t work for AT&T. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

“Lack of planning on your part does not constitute an emergency on my part” 🆘 Dont expect normal any time soon.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Teacher

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14 Messages

3 years ago

Thanks for your reply. From what I can see, by living outside the country for so long, is that if people don't speak out against such injustice, then things like this will continue. WM means Walmart.

Teacher

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14 Messages

3 years ago

I never got written information from Asurion. 

My complaint is going to the consumer protection agency. They are as bad as dentists for charges in this country.

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