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1 Message

Mon, Jun 18, 2018 4:51 PM

Why did asurion send me a broken phone?

My phone was stolen so i filed a claim and received a new one. I payed $200+ for a broken phone? Half the screen is dark and i went to Att to set it up and she was shocked that insurance sent me this phone. What do i do? 


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Community Support


127.6K Messages

2 years ago

Hello @Akeile,

Receiving a broken phone after replacing it can raise a concern, especially if it was a replacement from an Insurance claim!  I can guide you on the proper route to handle this.

Please click here for Asurion’s page and go to How do I file a claim?  You will see Asurion’s contact information to speak directly with them and discuss the available options for this recent order since they replaced it.

I hope this information helps.  Have a great day!

Adam, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.



1 Message

9 months ago

So, last week I got my replacement phone in the mail for my samsung s10+. It came with a chipped screen. Neither camera works. I call asurion and I cannot get in contact with them. They also sent my dad an iphone 6 that didnt last a year working properly. I call AT&T and I'm told there is nothing they can do or suggest for me, this is the only company they offer. I dont want to pay this deductible anymore because the phone I received was a half done refurbished phone. I kind of expect to be paying over $100 and some dollars on a phone I'm still paying on, a BRAND NEW ONE. I'm far from satisfied and probably will cancel my plan with AT&T once I can. 

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