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New Member

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7 Messages

Sun, Jan 12, 2020 7:05 PM

Cracked screen insurance

The phone insurance is very misleading and useless if you have a newer phone I bought the insurance for phones on all 4 phone lines and before I bought insurance or phone I wanted to make sure they was eligible phones and what deductable would apply. Well I had a sezuire and my phone dropped and screen cracked, I only need a screen repair not a new phone, however even after being told this phone was covered for cracked screen deductable of 49.00 and have it on a screenshot and emailed chat transcript of conversation that representative confirm it would be 49 to fix screen, now they say it's not a covered device and they would have to replace phone for a 200 deductable. I feel I was lied to at time of purchase, and now that I have the transcript of conversation. There is nothing I can find showing a full list of phones and deductable that apply..the list all are partial list and when you click on link for full list is a online tool but doesn't show list, will only show a phone if you manually input it. I would have not bought insurance if deductable is same price it would cost me without it. This is unacceptable that you sell insurance for phones not covered..if phone is not eligible for coverage it needs to be stated before selling insurance for it and deductable need to be clear and in writing at time so customer s are not mislead or informed with a useless insurance.
Constructive

Employee

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27.3K Messages

2年前

Asurion is who you need to deal with. At&t just passes your payment to them. The agent never should have quoted you a deductible amount without checking Asurion website. Most new phones start out at high deductibles and then go lower as the phone is older.

ACE - Sage

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96.3K Messages

2年前

Its always a good idea to read what you bought:

Asurion insurance

Drop your phone? Go from a cracked to a repaired screen as soon as same-day with Protect Advantage and Mobile Insurance.2

Available for eligible devices in select areas. Newer models may not be eligible. See details

ATTHelp

Community Support

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189.4K Messages

2年前

Hello, @tifanibills,

 

Thank you for reaching out. If you have insurance on your device, you can check the coverage and deductible on the cracked screen here. For questions on your insurance, please call Asurion at 888.562.8662 weekdays from 8am to 10pm Eastern and weekends from 9am to 9pm.

 

Have a great week.

 

James, AT&T Community Specialist

New Member

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7 Messages

Yes I know that's where you can gohowever it still doesn't say it's not covered for screen repair..again very misleading and I am sure I am not the only person that was given misleading information so they could make a cell..I should have stayed with T-Mobile..att is aweful and Asurion is useless as well..I will be contacting better business bureau as your company is scamming people

New Member

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7 Messages

2年前

It's a lg G8 thinQ phone, yes I know Asurion I Handles claim however att is who sold me policy not them..I was told verbally and I have it in a email from a chat log with att confirming this phone was covered and than I had a event that caused my screen to crack and when u go to use the insurance says not covered for repair only replacement and a decuitable of 200..when u was told it would be 49..that is my ussue
Constructive

Employee

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27.3K Messages

FYI T-Mobile. Verizon. Sprint all use Asurion and it’s the same policy across all carriers.

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