I was mislead on phone insurance

MarianaCM,

Thank you for your quick reply. I am aware of the differences between insurance coverage; having a deductable and what was expressed to me as "100% coverage". If I was told that the device was covered in 100% of the cases but I was required to pay a deductable - I would not be writing on this message forum.

Since I was told is that my device was covered 100%. This is a very different message from what I am now experiencing. After calling into customer service and being told I would have to pay $200, I looked up the mobile insurance website and read the terms. I am disappointed that when I signed up for the insurance and renewed my contract (I relied on the verbal contract and what I was told) that AT&T does not seem to be honoring their part of the deal.

My device is over a year old so I am not sure if the AT&T warranty will cover me.

I would agree there was a miscommunication but I feel that the mistake was not made on my part. I chose to believe the representative (and yes, I asked them clarifying questions to make sure I correctly understood what they were saying) on the insurance policy, just like I chose to believe them on AT&T service charges and data limits. Had the insurance policy I agreed to been accurately explained, I would have instead taken out a rider on my home owners insurance to cover this cost. As is, I feel like I was defrauded by AT&T and now the response I am getting is not very sympathetic.

To me, part of operating a large business (especially one who generates a large portion of its revenue off of long term service contracts) is to honor its' agreements and in the case where there is not sufficient training for staff to explain products they are selling, they should cover the cost of their own mistakes.

Dailyfield,

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-Mariana

Hey dailyfield,

Really sorry for any misunderstandings. The insurance to my understanding covers every situation I can think of, lost/stolen, physical/liquid damage, electrical/manufacture issues out of or not covered by warranty.

That may have been the intention of the rep that you spoke to.

In just about every situation they will get you a phone for the cost of the deductible, without a new contract ect. Now although we try to typically go over the basics when you get it, the insurance company usually sends an email with the full terms of insurance.

-Alex

We are in the same boat!  I unfortunately spilled coffee on my wife's new iPhone 5, but we were thankful that we had purchased this wonderful insurance from AT&T.  After all, the salesman told us that it was 100% covered and a new iPhone 5 would cost upwards of $500 without insurnace if we needed to replace it.  We have since learned that we will have to pay a $199 deductible (and yes, I know how deductibles work) to get a new phone.  We also recently learned that the Apple Store would have replaced the device for $269.  That cost difference does not seem to justify paying the premiums, and it is certainly not the "$500" quoted by the salesman.  I understand "caveat emptor", but how about a little truth in advertising?  We have been AT&T customers since 2004 and I am beginning to reconsider my loyalties after this debacle.

Hi Scottnfrancy,

Mobile Insurance covers more than just the physical damage that Apple would cover as well though their Out of Warranty Replacement progam. If you had lost the device  or if the device was stolen, Insurance would cover it, where Apple would not. If you had to replace an iPhone 5S that was lost or stolen, the retail cost is upwards of $650 ($550 for the 5C).

Got it.  All of that was exlpained.  What was not explained was a $199 deductible.  When we took the phone to the Apple Store they told us it would cost $269 to replace the phone.  Why would it cost $650 to replace the phone with AT&T?