Huge Problems with Asurion Claim
On Thursday, 11/8, I filed a claim with Asurion for a broken phone. I completed the affidavit and sent my ID. After that, I was told it would be 1 business day to receive my phone. My phone did not come. On Monday I called and I was told that the iPhone X was back ordered and that I would receive it in 3-5 business days. I was annoyed, but it wasn't that big of a deal. On Wednesday, 11/14, I got a package that had only a replacement phone case in it, but had instructions for how to return my broken device. I thought maybe the phone and the case were going to be sent separately, so I didn't think much of it. Then today, I checked online, and it said that my phone was shipped and received by me. I called Asurion, and told them I never received the phone. They didn't even really question me not receiving it (like it was a common occurrence), and then I was told I had to file a new claim and affidavit. I immediately did this, and then called back to see if they could rush the verification process, since I have already been waiting a week. The first person I spoke to said no. I called back and spoke to a different man and he said he would do it as a courtesy, and he kept me on the phone while he verified the documents. He said that everything was all set and that the phone would be shipped today. He then transferred me back to claims to verify all the information. I wanted to make sure that everything was in order, and I was then transferred to customer care. I waited for nearly 30 minutes. Finally, I got through to a man who told me that they simply don't have the phone. I was very confused, since I was just told that it was shipped. He told me that I could go and buy the phone from ATT and then they would send me a check for it, less the deductible, and once I send in my receipt. I was so insulted this was even offered to me as an option, since I have paid for this insurance for years so I can have protection and receive a new phone in a timely matter. How could they expect me to shell out over $1,000 for a new phone and trust that they will send me a check when I have heard different stories from every person I've spoken to!? Finally, the man said that they would send me a check for the phone first, and then I could go buy a new phone. Of course, they need 1-3 days to process the claim (again!!!) and then the check will be sent out in 7-10 business days. This all sounds extremely sketchy to me, and I cannot get a straight answer from any person I talk to about this. This entire situation appears fraudulent, and I am not opposed to starting legal action if this does not get resolved immediately. Has anyone experienced anything like this? I am livid, and just want a new phone. I have been very patient throughout this process, but I don't like being lied to, and feeling like I am in the wrong when all I am doing is using a service I pay for.