Contributor
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3 Messages
Claim Denied - Any suggestions?
Purchased an iPhone X for my son's birthday. Added Mobile Phone Insurance as a precaution. Phone was activated with a phone number etc. Kept the phone in my gym bag and unfortunately my vehicle was broken into and my entire gym bag was taken, including my dirty clothes! Already wrapped the phone as his birthday was a couple days away. I was infuriated when the car was broken into but after some research online, I realized I could file a phone claim and though the iPhone was not going to be BRAND NEW, I knew he would just be thrilled to have one AND at least I was not at a complete loss. BUT to my surprise, Asurion DENIED my claim because they stated that the device had not been used yet. Purchased the device on August 31 and it was stolen on September 7 (two days before my son's birthday). This is/was my first time handling a phone claim with Asurion and was completely unaware that the device had to have been "used". I mean, it was ACTIVATED from the day of purchase. I have a police report and everything. My auto break in is not enough to file a claim with my auto insurance company and what is the point of Mobile Phone Insurance if there are a bunch of loopholes that they can use to get out paying the claim. Please let me know if there is anything I can do regarding this issue. Honestly cannot afford to purchase another iPhone (don't even have one for myself).
Accepted Solution
Official Solution
ATTHelp
Community Support
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231.2K Messages
6 years ago
Hi @tallchik
That's a great question. Asurion can help you with the best course of action regarding your claim. You can visit phoneclaim.com/att or call 888-562-8662.
We hope this helps. Please post back after your reaching back out to Asurion with an update.
Kenneth, AT&T Community Specialist
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ATTHelp
Community Support
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231.2K Messages
6 years ago
Hello @tallchik
We regret your claim was denied as the phone was not activated. You may contact your insurance agent, auto and homeowners, to explore your additional claim coverage.
Some homeowners/renters policies include personal coverage for an auto break-in aside from auto policy, with a lower deductible to recover all items taken (device/clothes/bags).
The police report will be helpful as you explore your claims coverage. Please let us know if you need SN or IMEI information related to the iPhone X.
Thanks for the post.
Kenneth, AT&T Community Specialist
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tallchik
Contributor
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3 Messages
6 years ago
usage was logged. Does that change anything?
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formerlyknownas
ACE - Sage
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117K Messages
6 years ago
No test call?
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tallchik
Contributor
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3 Messages
6 years ago
he can get approved for a line of his own.
Ordered the phone online and some Enjoy representative delivered it to me,
provided me the phone number. Don't understand how that seems shady (based
off your tone)
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formerlyknownas
ACE - Sage
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117K Messages
6 years ago
Not shady on your part. Lack of correct service on ATT’s part.
Its odd for a phone not to be tested if activated, just to make sure it works. Enjoy is not well reviewed on this forum. What if it were a dud?
Sorry it happened. Hope it’s blacklisted and useless to the thief.
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GLIMMERMAN76
ACE - Expert
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23.9K Messages
6 years ago
Even if the deductible for your insurance was 500 bucks thats a 1000 dollar iPhone. Also most auto insurance covers theft as comprehensive
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woodtraders123
New Member
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1 Message
4 years ago
I ordered 2 new i phones and an apple watch. the phones were stolen by UPS. I signed for 3 packages all were emplty with a fake small box inside. this was in October. Att investigated and gave me a credit on the installment plan for 1 phone and the watch. The other phone has not been credited and it is now January. What can I do I keep calling and no one can help me. We have 5 phones/ uverse/ have always had att since the first cell phone.
all I want is the installment plan creditied for the remaining phone.
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matpor
New Member
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1 Message
4 years ago
I'm completely disgusted with Asurion and am about to cancel my entire AT&T account because of them.
Bought my wife a 256GB Pro Max, top of the line. She put a StraigtTalk SIM card into it while vacationing and it was stolen during her trip.
Conveniently, Asurion is denying the claim because an AT&T SIM wasn't in the phone during the time of theft. They are claiming they insure the phone number and not the device.
An absolute pile of bullsh&t that is. The phone number costs nobody anything. The phone, on the other hand, cost $1100 that I'm expected to now cover the $1100 price tag with NO PHONE.
I'm beside myself with anger. Barely able to type this without losing my mind.
Insure the PHONE LINE and not the device itself? Are you f*&king kidding me!!??
I guess there's a big problem with people stealing other folks phone LINE, right? Yeah. I hear about phone NUMBERS being stolen ALL THE TIME. NOT!
Mark my words. If I'm out $1100 for this and no replacement phone I will cancel service with AT&T, let them take me to court and allow a judge to hear both sides.
I bought the phone at AT&T and clearly stated a StraightTalk SIM would occasionally be placed in it. "No problem". I made certain that insurance covered the DEVICE in case of loss of theft. "No problem".
I'm furious.
(edited)
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formerlyknownas
ACE - Sage
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117K Messages
4 years ago
@matpor
I don't know how many times this has been mentioned But Here We Go Again. AT&T and Asurion are not the same company. Asurion is the single largest mobile insurance provider. They provide insurance through all mobile carriers and even through other retailers. Next time you find an electronic item on Amazon and click on it and it offers you insurance, read what it says, it's Asurion.
There is no carrier you can go to where the insurance is not going to be provided by Asurion. If you have an Apple device you can go through Apple CarePlus with loss and Theft.
Apple started providing a more comprehensive coverage 2 years ago to include loss and theft in addition to Extended Warranty and repair.
By using a different sim, you voided your policy. You can file a complaint with your state insurance board, but you're agreement with Asurion supports their denial.
Your problems with your insurance have nothing to do with AT&T. AT&T doesn't tell Asurion what to do.
AT&T will not take you to court over an $1,100 phone. They will cancel your service they will ruin your credit. You are better off having a foreclosure or a car repossession than you are defaulting on your cableTV, internet or cellular service. Ask a mortgage lender or landlord.
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