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Claim Denied - Any suggestions?

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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).

 

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Message 1 of 8
Administrator

Re: Claim Denied - Any suggestions?

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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Message 2 of 8
Contributor

Re: Claim Denied - Any suggestions?

My phone is/was ACTIVATED but my claim was denied because no voice or data
usage was logged. Does that change anything?
Message 3 of 8
Administrator

Re: Claim Denied - Any suggestions?

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


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 4 of 8
ACE - Sage

Re: Claim Denied - Any suggestions?

No test call?  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
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*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.
Message 5 of 8
Contributor

Re: Claim Denied - Any suggestions?

I wasn't going to give him a phone that he couldn't use. He's 12, I doubt
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)
Message 6 of 8
ACE - Sage

Re: Claim Denied - Any suggestions?

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.  

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*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.
Message 7 of 8
ACE - Expert

Re: Claim Denied - Any suggestions?


@tallchik wrote:

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).

 


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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*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.
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