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Claim Denied

Claim Denied

So AT&T/Asurion is denying my claim because I'm still using the SIM card which was connected to my iPhone X after the loss. This is because I lost my phone while I was traveling to India and my SIM wasn't working in India. So I tried using another SIM on my device, which didn't work either, so I put the AT&T SIM again hoping it will work this time but it didn't even then. Frustrated, I removed the SIM and was only using my device via WiFi. Now they are saying that the insurance is on the SIM not on the phone, therefore since SIM was removed from the iPhone X when it was lost, they can't give me a new device. But on the policy it clearly states, and I quote, "For coverage to apply to a particular device, you must own or lease the device and have used (logged voice or data use) that device on your enrolled wireless line after initial enrollment. Coverage applies to only one device at any given time and the covered device will be your most recently used device on your wireless line at the time of the loss." In my case the most recent used device was iPhone X so I don't understand how does it matter if I'm now using my phone on a different device AFTER the loss.

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Message 1 of 32
ACE - Sage

Re: Claim Denied

Asurion is not ATT.  Asurion is a completely separate company, all carriers use for mobile insurance 

You just wrote you’re still using your SIM card.... in another phone other than the one on which you filed a claim.  In order to be covered, you need to file claim and have it accepted with Asurion first.  Even I’m puzzled how you lost your phone but not the SIM card in it.   (Not intending to be rude) BUT, It sounds fishy to me and I’m sure equally fishy to Asurion.  

(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 2 of 32

Re: Claim Denied

I think you need to read over my post once more (not trying to be rude). Here I'll detail it again, when I landed in India the AT&T just said NO SERVICE consistently and I wasn't able to make any calls which I need to obviously. Therefore I took out the AT&T SIM and tried using another Indian SIM in my iPhone X. That didn't work either. This way I was lucky enough to not lose my SIM. How's that fishy?

Message 3 of 32
ACE - Sage

Re: Claim Denied

I read it twice...

you wrote”.....This is because I lost my phone while I was traveling to India and my SIM wasn't working in India.   So I tried using another SIM on my device, which didn't work either, so I put the AT&T SIM again hoping it will work this time but it didn't even then. Frustrated, I removed the SIM and was only using my device via WiFi.”    I suspect the word “to” is not the right word, maybe “in”. 

> But the real problem I suspect is,  “...I'm still using the SIM card ...”.   

While I don’t believe anyone would pay insurance in some goofy insurance scam with no profit (just the opposite)  it seems Asurion finds it odd you have the SIM card and using it in another phone.

 

(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 4 of 32

Re: Claim Denied

Well, I was in India when I lost it and was traveling from the states, sorry if my use of the incorrect preposition caused any confusion. I explained to Asurion how I still have my SIM, (because I took it out and tried other SIM due to no service). After our discussion and disagreement, they told me they can forward me to AT&T, but my call didn't connect after a long wait time so I decided to post here. Their argument is that insurance is on the line not my device, but the T&C clearly says the most recently used device before the loss.is covered, which is my lost iPhone X in my case. Also when I bought my plan I made it clear to the AT&T rep that I want insurance for the new iPhone X. I have had insurance for my previous iPhone 7 and never had to use it but I just like my devices insured.

Message 5 of 32
ACE - Sage

Re: Claim Denied

Asurion has done this before.  The way they see it the insurance is on both the line and the phone.  When it comes up on the forum, the advice is always file the claim first.  

In fact one of ATT employees went through the same thing I think in Mexico if I remember right. 

@Constructive

Off a ship?

 

(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 6 of 32
Employee

Re: Claim Denied

The SIM card needs to be active in the phone you are filing a claim on. Overseas travel is not a concern for Asurion and they can, and will, deny a claim if you separated the active SIM card from the phone that was insured.

 

Insurance is dependent on everything remaining as one. Asurion MUST see usage on a device before a claim is filed. They will deny a claim if you say a phone was stolen and the SIM card is used after the fact. It means the SIM was not in the stolen/lost device.

 

 

*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 7 of 32
Employee

Re: Claim Denied

@lizdance40  correct  it dropped off the ship (or so i thought) almost a year later the phone was returned to me from Norwegian cruise lines as it has apparently landed on the bottom deck, it was destroyed and un usable so a claim i think at this point would look fishy. The good part was i was able to keep all my data on the SD card as it was in working condition.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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 8 of 32
Contributor

Re: Claim Denied

Im going thru the exact same thing at this moment , my husband lost his phone in brazil and the SIM was not inside because he was trying to use a local SIM.  When the phone got lost, he put his sim card inside my device and used it a few days in the trip; now asurion denied the claim.

i wonder if you found a way around it ? If you did, please let me know 

Message 9 of 32
ACE - Sage

Re: Claim Denied

@Amanda24

The way around is to immediately file a claim, before swapping service to another phone. 

(Yet another reason I don’t use over-priced Asurion). 

 

 

(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 10 of 32
Professor

Re: Claim Denied

No way around it. One of the checks for fraud is whether the customer is still using the device reported lost or stolen. While you've cited some very good reasons why a SIM card might not be in a lost device, there's no way for Asurion to independently prove it. That means they won't approve the exception. Besides, the insurance is on the line, not the device, so the only way to verify the device is insured is through the SIM card. Once you remove the SIM card, your phone is no longer covered.

 

@lizdance40, I know you don't like paying for insurance, but for some people, it's a good and reasonable option. Used it myself plenty of times, would pay for it again.

Message 11 of 32
ACE - Sage

Re: Claim Denied

@QuarryRye

I have been self insuring (for lack of a better term) for 20 years.  With all the lines we’ve had, at an $8 average monthly premium I had estimated we saved between $5,000 to 7,000 over the years.  In that time we lost one cheap prepaid phone, one was chewed by a puppy, and one was dropped many times till it finally failed.  The replacement cost of the phones was insignificant.   The excess has paid for new phones each year and I sell the old ones.  

   In contrast, and premiums not counted, a $1,000 phone  lost/stolen/destroyed has a $300 deductible in the first 6 months and they send you a refurbished phone.   That’s nearly 1/3 the cost of the phone.   

   Or look at long term.  Paying in $10 a month for 30 months, that’s $300, deductible is down to $125, so a total of $425 on a 30 month old phone that’s worth less than $425.  

    It makes no fiscal sense to me.   

 

(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 12 of 32
Professor

Re: Claim Denied

@lizdance40 I look at the math and what you're getting in the bargain. If you have a nest egg of several thousand dollars and you don't lose or break your phone that often, insurance is a waste of money. Even if you have an upgrade option available, I'd buy a new phone instead of getting an insurance replacement. But in my situation, it's different.

 

I break a lot of phones - like for a while, I was getting a new phone every three-six months, but now I found a good brand case that helps. So I know I'm going to be using my insurance. If you save $10 a month, that's $120 a year. If you have multiple lines, that can add up, but I have only one line. If I break my phone in a year, I can only get a cheap phone for $120, nowhere near the quality of my current phone. If I break my phone in six months, I would have to get a $60 phone which is even worse.

 

If I file an insurance claim, I still have to pay, but I get a better quality device. Let's say I pay a $300 deductible, but I'll get an equivalent phone to the one I lost. In some cases, I might get a better one if the old phone is out of stock. I'd rather pay $300 to get a $1000 phone than $120 for a crappy phone. It's refurbished, but at least it's something and I've had good success with insurance replacements.

Message 13 of 32
ACE - Sage

Re: Claim Denied

@QuarryRye

I see your point.  But I cannot fathom breaking a phone that often, or ever.  I have never broken a phone.    Maybe because I know I have to pay in full to replace it.  

Yes, a good case is important.  My phones don’t come out of the box without full body protection.  Ive dropped phones, but because of cases, never a scratch.  

   Insurance allows 2 claims in 12 months, then you’re on your own.  So by your math, your paying 1/3 regularly for replacements, then after 12 months you have to buy a new phone because you wrecked another phone and have no insurance.  This isn’t an uncommon scenario.  No matter what method used, if you break phones often, you will run out of funding.

 

 

(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 14 of 32
Professor

Re: Claim Denied

I see your point. But I cannot fathom breaking a phone that often, or ever. I have never broken a phone. Maybe because I know I have to pay in full to replace it.

I think your level of clumsiness has more to do with it than how much the phone costs. I've never deliberately thrown a phone to the ground because I could afford to get a new one. I really do try to hold onto my phone, but I've been just standing around holding my phone and it somehow slips from my hands. I just have butterfingers, I guess.

 

Yes, a good case is important. My phones don’t come out of the box without full body protection. Ive dropped phones, but because of cases, never a scratch.

Yes, and I've discovered the two keys to a good phone case for me are 1) dual layer (soft inner shell to absorb impact, hard outer shell to resist dust and dirt) and ridges to make it easier to grip. Since I started using those cases, I've managed to keep the same phone for over a year.

 

Insurance allows 2 claims in 12 months, then you’re on your own. So by your math, your paying 1/3 regularly for replacements, then after 12 months you have to buy a new phone because you wrecked another phone and have no insurance. This isn’t an uncommon scenario. No matter what method used, if you break phones often, you will run out of funding.

That's very true and to be honest, I have gone without phones because I couldn't afford a new one, with or without insurance. But I have paid for replacement phones through insurance and been grateful for the opportunity. Again, it depends on how often you need a replacement. I'm not saying your self-insurance option isn't a great idea and it would be a great fit for most customers. Just playing Devil's Advocate and letting you know insurance works for people like myself.

Message 15 of 32
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