Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have mobile device ********************** thru asurion. I took the mobile phone to there store in cranberry ubreakifix(05/09/2025). They weren't able to fix it. I received a email from asurion saying they were sending me a gift card for ****** to replace the phone. However haven't received the gift card and have called every day. They say they are sending the gift card by email. It never comes. You can only talk to foreigners who don't send the gift card however say they are sending it.

  Customer Answer

  Date: 05/18/2025

  Asurion resolved the problem.  I received a gift cart to buy a replacement Cell phone.  I talked to a supervisor who was able to have the system aprove the claim.  Thank you for your help.  I am withdrawing my complaint.

  Case closed.

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding a non-return fee charged to my **** account related to an ******************************************* claim. After receiving a replacement device from ********************, I followed the provided instructions and returned the original device using the prepaid shipping label. However, I later discovered that **** had added a non-return fee to my bill, claiming the original device was not received.I have contacted **** to dispute this charge, explaining that I adhered to all return instructions. Unfortunately, I no longer have the tracking information to prove the return. Despite this, I fulfilled my obligation by sending the device as directed. The loss of the device during shipping is beyond my control and should not result in a penalty to **** am seeking the removal of the non-return fee from my account, as I complied with all return instructions provided.

  

  Business Response

  Date: 05/23/2025

  May 23, 2025
  
  ****** *****
  E-mail: *************************************
  
  Re: Case # ********
  
  Dear ****** *****,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on May 4, 2025,states:
  
  I am filing a complaint regarding a non-return fee charged to my AT&T account related to an ******************************************* claim. After receiving a replacement device from ********************, I followed the provided instructions and returned the original device using the prepaid shipping label. However, I later discovered that AT&T had added a non-return fee to my bill, claiming the original device was not received. I have contacted AT&T to dispute this charge, explaining that I adhered to all return instructions. Unfortunately, I no longer have the tracking information to prove the return. Despite this, I fulfilled my obligation by sending the device as directed. The loss of the device during shipping is beyond my control and should not result in a penalty to me. I am seeking the removal of the non-return fee from my account, as I complied with all return instructions provided.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1) program, which is an optional device ********************** program available to AT&Ts post-paid customers.  PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged, or experiences an out-of-warranty malfunction.  PA1 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling and out-of-warranty malfunctions.  PA1 also includes Protech technical support. Customers can file a claim by calling Asurions toll-free number at **************, or by going online at ****************************************.
  
  Our records indicate that on February 13, 2023, you enrolled the wireless number ending in 8633 in the PA1 program,and it remains enrolled.  Following enrollment in the PA1 program, on February 15, 2023, Asurion sent you a Welcome Letter, which provided access to the PA1 Terms and Conditions, the Coverage Certificate, and the Protect Service Contract. On November 9, 2023, you were sent a Program Change Notice, which provided access to an updated copy of the PA1 Terms and Conditions, the Coverage Certificate, and the Protect Service Contract.  The Coverage Certificate fully outlines the Terms and Conditions of the insurance coverage, including the monthly cost of the program, applicable deductibles, how to file a claim, claim limits, and other pertinent disclosures.  Key program disclosures are also provided to customers prior to enrollment, and customers may also review the Coverage Certificate online at **************************************** or ************************************************************************************************ prior to enrolling in the program or initiating a claim (or at any other time).
  
  The PA1 Terms and Conditions state the following regarding the matter:
  
  Important Disclosures for AT&T Protect Advantage for 1
  
  Easy Claim Process
  If your device is defective or has been damaged, and you are being provided a replacement device, it must be returned using the prepaid shipping label provided with your replacement device. Non-return charges of up to $850 will be added to your wireless bill for failure to return your defective or damaged device.
  
  The PA1 Coverage Certificate states the following regarding the matter:
  
  VI.  DUTIES IN THE EVENT OF A LOSS.
  F.If the cause of Loss is not loss or theft, you must keep the Covered Property until your claim is completed. If the cause of Loss is loss or theft and the Covered Property is later recovered, you must notify our Authorized Representative,even if your claim has already been completed. If we replace the Covered Property, we may require you to return it to us at our expense. If we so direct, you must return the Covered Property to us in the return mailer we provide within ten (10) days or pay the non-returned equipment charge applicable to the model of Covered Property that suffered the Loss. YOU CAN AVOID THIS CHARGE BY SIMPLY RETURNING THE COVERED PROPERTY AS DIRECTED.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  On January 13, 2025, you completed an online claim for an Apple iPhone 14 Pro Max (256GB) (Claimed Device) that sustained back glass damage for the wireless number ending in 8633. During the claim completion process, you accepted the terms of the claim, which included the return of the Claimed Device to the fulfillment center, and authorized the $275 deductible billed to your wireless account.  That same day, an Apple iPhone 14 Pro Max (256GB) (Replacement Device) was delivered to the address you provided.
  
  As stated in the Coverage Certificate cited above, an additional non-returned equipment charge may apply for causes other than loss or theft if you fail to return the Covered Property within thirty (30) days to the AT&T fulfillment center.  Having not received the damaged Claimed Device within the required timeframe, on March 15, 2025, AT&T assessed a $285 non-returned device charge to the wireless account in accordance with the above-highlighted PA1 Terms and Conditions.
  
  We wish to note that AT&T directly handles the return process and any subsequent non-return device charges.  As such, please contact AT&T directly regarding the $285 non-return device charge in connection with the insurance claim associated with the Claimed Device.  Based on the above, Asurion cannot address your concerns regarding the non-returned device charge and kindly asks that you please contact AT&T at ************** to address those concerns.
  
  The policy guidelines Asurion is following have been explained in this letter, and therefore, we consider this matter addressed.  If I can be of further assistance to you regarding this matter, please contact me.  I am available by email Monday through Friday between the hours of 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ************************************

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 23, 2025, I went to an **** store location to open a claim with Asurion because the battery in my iPhone was malfunctioning. A claim was opened in the store, but I was told I needed to go another **** location for the replacement battery. When I arrived at the next **** location they didnt have any batteries in stock. I went home to call Asurion to get assistance with my claim. I explained how I had went to two locations trying to get my phone fixed with no solution. The Asurion representative told me he could have a new replacement iPhone delivered to my home the next day. He stated they normally would charge a deductible of $275, but he will waive the fee due to the inconvenience I had experienced that day. He said the charge will appear on my next bill and to call Asurion back to have them waive the fee. On April 23, 2025, I contacted Asurion to have the fee waived. They checked my notes from my previous call with the Asurion associate to confirm my explanation, but stated they do not waive replacement fees and they would offer training to the associate for his mistake. I asked to speak with someone else and I was told that I would be transferred to Asurions corporate office. I spoke with ***** from the corporate office and she acknowledged that it was a mistake on their end, but refused to waive the fee. Asurion has unfit business practices and scams their customers.

  

  Business Response

  Date: 05/27/2025

  May 27, 2025
  
  ****** *****
  *******************
  Waldorf, MD 20602
  
  Re: Case # ********
  
  Dear ****** *****,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB),we submit the below in response.
  
  The case you filed with the BBB states:
  
  On March 23, 2025, I went to an AT&T store location to open a claim with Asurion because the battery in my iPhone was malfunctioning. A claim was opened in the store, but I was told I needed to go another AT&T location for the replacement battery.When I arrived at the next AT&T location they didnt have any batteries in stock. I went home to call Asurion to get assistance with my claim. I explained how I had went to two locations trying to get my phone fixed with no solution.The Asurion representative told me he could have a new replacement iPhone delivered to my home the next day. He stated they normally would charge a deductible of $275, but he will waive the fee due to the inconvenience I had experienced that day. He said the charge will appear on my next bill and to call Asurion back to have them waive the fee. On April 23, 2025, I contacted Asurion to have the fee waived. They checked my notes from my previous call with the Asurion associate to confirm my explanation, but stated they do not waive replacement fees and they would offer training to the associate for his mistake. I asked to speak with someone else and I was told that I would be transferred to Asurions corporate office. I spoke with ***** from the corporate office and she acknowledged that it was a mistake on their end, but refused to waive the fee. Asurion has unfit business practices and scams their customers.
  
  The desired resolution listed in your case states the following:
  
  Billing Adjustment.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter. According to our records, you recently filed a claim for your Apple iPhone 15 Pro (128GB) (the Claimed Device) under your AT&T Protect Advantage for 1 (PA1) program.  PA1 is an optional device ********************** program available to AT&Ts customers and provides coverage for eligible devices in the event they are lost, stolen, damaged or experience an out of warranty malfunction.  
  
  You filed a claim for your Claimed Device due to a malfunctions battery for the wireless number ending in 4262.  Unfortunately, the resolution of your claim was delayed due to an unsuccessful repair and an issue with receiving a deductible refund.
  According to our records,the matter was resolved when a replacement device was shipped and delivered to you on March 24, 2025, and a deductible refund was processed to your original form of payment on May 22, 2025.
  
  Based on the above, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it. Your experience is not representative of the quality of service we strive to provide, and we appreciate the opportunity to review the matter in an effort to continuously improve.
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  
  Regards,
  
  ******** *****
  Asurion,Regulatory Affairs                                                                       
  ***************************************************************
  

  Customer Answer

  Date: 05/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My original claim was filed on April 23 I believe, for my iPhone 16 Pro being lost/stolen. My phone somehow disappeared from ************* My, despite me ALWAYS making sure it was signed in and enabled. Asurion shipped a replacement phone apparently, and ***** marked it as delivered. I checked all over my front porch, and no package was received. Asurion has repeatedly opened a new claim, and I had to fill it out and provide my ID, but they keep denying it and won't ship the replacement phone so I actually receive it this time. If Asurion resends the phone, I am requesting that they require signature upon delivery, so I am assured that I will receive the phone this time. This has been very inconvenient, and not at all what I expected from Asurion. We have been with **** since 2009, and the service has been great. My phone number of the phone is: **************. i needed this phone around a week ago. This is basically an emergency at this point. The account passcode is 1125. Please resolve this as soon as possible, thank you so much in advance.

  

  Business Response

  Date: 05/22/2025

  May 22, 2025
  
  ***** ******
  *************
  *****************
  
  Re: Case # ******** 
  
  Dear ***** ******,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April *******, states:
  
  My original claim was filed on April 23 I believe, for my iPhone 16 Pro being lost/stolen. My phone somehow disappeared from iCloud & Find My, despite me ALWAYS making sure it was signed in and enabled. Asurion shipped a replacement phone apparently, and ***** marked it as delivered. I checked all over my front porch, and no package was received.Asurion has repeatedly opened a new claim, and I had to fill it out and provide my ID, but they keep denying it and won't ship the replacement phone so I actually receive it this time. If Asurion resends the phone, I am requesting that they require signature upon delivery, so I am assured that I will receive the phone this time. This has been very inconvenient, and not at all what I expected from Asurion. We have been with AT&T since 2009, and the service has been ******** phone number of the phone is: **************. i needed this phone around a week ago. This is basically an emergency at this point. The account passcode is 1125. Please resolve this as soon as possible, thank you so much in advance.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  administrator for the AT&T Protect Advantage for 1 (PA1) program, an optional device ********************** program available to AT&Ts postpaid customers.  PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged, or experiences an out-of-warranty malfunction.  PA1 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including cracked screen claims) and out-of-warranty malfunctions.  Customers can file a claim by calling Asurions toll-free number at ************** or online at **********************************************;
  
  Our records indicate that on November 21, 2023, the primary account holder, ****** L. ****** (the Insured), enrolled the wireless number ending in 4433 in PA1.  Following enrollment, a Welcome Letter, which included a copy of the terms and conditions, Coverage Certificate, and Protect Service Contract, was sent to the Insured on December 14, 2023.  The terms and conditions, Coverage Certificate, and Protect Service Contract fully outline the monthly cost of the program, applicable deductibles/service fees, how to file a claim, claim limits, and other pertinent disclosures. Key program disclosures are provided to customers prior to enrollment,and customers may also review the terms and conditions, Coverage Certificate,and Protect Service Contract online at **************************************** prior to enrolling in the program or initiating a claim (or at any other time).  On May 1, 2025, the PA1 coverage was terminated.
  
  The PA1 Program Details state the following regarding your concerns:
  
  VI.ELIGIBILITY AND CANCELLATION.
  **** BE AND REMAIN ELIGIBLE FOR COVERAGE:
  ***** must have activated communications service directly with your Service Provider and be an active and current subscriber of your Service Provider to be covered under this Certificate. Covered Property must be actively registered on the Service Providers network on the Date of Loss and have logged airtime prior to the Date of Loss.
  2.We must designate the Covered Property as eligible for coverage.
  ***** must not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program.
  ***** must not have met the aggregate limit (See Section II.B. AGGREGATE LIMIT)under any CNA coverage certificate issued to you by your Service Provider within the previous twelve (12) consecutive months of your request for this coverage.
  ***** must not be in breach of any material term of this Certificate, including,but not limited to, failure to return the claimed Covered Property as directed,or failure to satisfy the required deductible.
  
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history to remediate the matter where possible. Based on that review, Asurion determined that on April 23, 2025, you filed an online claim for an Apple iPhone 16 Pro 128GB (Claimed Device)for the wireless number ending in 4433 reporting it as stolen.  During the claim process, you were advised a claim affidavit, which would include a photocopy of a government-issued photo I.D., was required to proceed with your claim. Upon receipt of the required documentation, Asurion approved your claim on April 24, 2025.  During the claim completion process, you accepted the terms of the claim and authorized the $275 deductible billed to your wireless account. On April 25, 2025, the replacement Apple iPhone 16 Pro (128GB)(Replacement Device) was delivered to the provided address via *****, tracking number ************, and activated on the wireless number ending in 4433.  However, letter the same day, you contacted Asurion to report that you had not received the Replacement Device.  To resolve the matter, the Asurion representative submitted a reshipment request to have another replacement device sent to you, pending review of the reshipment request.  Upon review of the reshipment request, it was denied.  Subsequently, you filed additional requests for the Replacement Device. However, the claims were all denied.
  
  A subsequent review found related unusual and/or suspicious account activity. Therefore, all the reshipment requests were denied in accordance with section **** (as noted above).  Please note that more specific details cannot be provided as this would compromise the integrity of our insurance programs systems and controls.
  
  Although we cannot meet your desired resolution, the policy guidelines Asurion followed regarding your concerns have been explained in this letter; therefore, we consider this matter addressed. 
  
  Regards,
  
  ******** *****, Regulatory Complaints
  Email ***************************************************************
  
  
  
  
  
  

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday, April 21, 2025, I filed a stolen phone claim under Claim ID: ************. Confirmation of this claim was sent to my email address: ****************************** the same day at 12:15 PM, I received a verified email from myAT&T confirming that wireless service for my ******* SM-S931U, associated with the mobile number ending in 3399, had been suspended due to the stolen device report. The email clearly stated that service was suspended effective 04/21/2025 and outlined the implications during suspension.I was informed that an adjudicator would contact me on April 22, 2025 regarding the next steps. However, no one contacted me at all on that date.When I followed up on April 23, 2025, I learned that my initial claim had been denied by a representative named ******* *****, despite no action or communication from their side. Instead of processing an appeal for this unjust denial, I was advised to submit a new claim, which I did under Claim ID: 303295756785.Following the new claim submission, I requested to speak to a supervisor to file a formal complaint. I was instead transferred to another team member who did not assist with the complaint process. When I again requested to speak to their supervisor, I was abruptly placed on hold mid-sentence and left on hold for over 40 minutes. This raises concerns about deliberate tactics used to avoid accountability.I called back once it was clear no one intended to return to the call.This experience has been frustrating and deeply unprofessional. I am requesting a thorough review of how this case was handled and a formal response regarding the denial, lack of communication, and failure to escalate my concerns appropriately.

  

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  ****** ********
  ***********************
  ****************
  
  Re: Case # ********
  
  Dear ****** ********,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April *******, states:
  
  On Monday,April 21, 2025, I filed a stolen phone claim under Claim ID: ************************* of this claim was sent to my email address: **************************************************. On the same day at 12:15 PM, I received a verified email from myAT&T confirming that wireless service for my ******* SM-S931U, associated with the mobile number ending in 3399, had been suspended due to the stolen device report. The email clearly stated that service was suspended effective 04/21/2025 and outlined the implications during suspension. I was informed that an adjudicator would contact me on April ******* regarding the next steps. However, no one contacted me at all on that date. When I followed up on April 23, 2025, I learned that my initial claim had been denied by a representative named ******* *****, despite no action or communication from their side. Instead of processing an appeal for this unjust denial, I was advised to submit a new claim, which I did under Claim ***************. Following the new claim submission, I requested to speak to a supervisor to file a formal complaint. I was instead transferred to another team member who did not assist with the complaint process. When I again requested to speak to their supervisor, I was abruptly placed on hold mid-sentence and left on hold for over 40 minutes. This raises concerns about deliberate tactics used to avoid accountability. I called back once it was clear no one intended to return to the call. This experience has been frustrating and deeply unprofessional. I am requesting a thorough review of how this case was handled and a formal response regarding the denial, lack of communication, and failure to escalate my concerns appropriately.
  
  The desired resolution listed in your case states the following:
  
  Replacement.
  
  Response:
  
  Asurion Protection Services, LLC (Asurion) is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1) program, which is an optional device ********************** program available to AT&T's post-paid customers that provides coverage for one (1) eligible wireless device in the event that it is lost,stolen, damaged, or experiences an out-of-warranty malfunction.  PA1 also includes ProTech technical support.  Customers can file a claim by calling Asurions toll-free number at ************** or by going online at **********************************************; Our records indicate that on February 3, 2025, you enrolled the wireless number ending in 3399 in the PA1 program, and it remains enrolled.
  
  Following receipt of the BBB matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  On April 21, 2025, you initiated a claim online for a stolen ******* Galaxy S25 5G (128GB) (Claimed Device) for the wireless number ending in 3399, reporting a loss date of April 18,2025. You contacted Asurion to resume your claim.  Claim documentation, including a signed affidavit form and a copy of a government-issued photo ID from the Insured, was required to proceed with the claim.  During the call,the Asurion representative erroneously stated that a licensed adjustor would contact you when a review of the claim was completed.  We acknowledge and sincerely apologize for this error.
  
  Although the claim was filed on April 21, 2025, the claim was subsequently denied because AT&Ts records reflect that there was wireless activity associated with the Claimed Device after the loss date provided (i.e., April 18, 2025).  Regarding your assertion that you were not informed of the status of your claim, on April 22, 2025, an email was sent to the email address on file, **************************** notifying you of the claim denial.
  
  On April 23, 2025, you contacted Asurion to refile your claim and also escalated your concerns regarding the lack of prior claim communications.  During your interaction with a member of our Care Solutions Team, she placed you on an extended hold of approximately 14 (fourteen) minutes before the call was disconnected and did not call you back.  We sincerely apologize that this occurred.
  
  Later that same day, your claim was reviewed and approved to proceed.  When you contacted Asurion again, on April 23, 2025, the claim was completed.  You accepted the terms of the claim and authorized the $225 deductible billed to the wireless account.  On April 25, 2025,a ******* Galaxy S25 5G (128GB) (Replacement Device) was delivered to you at the address you provided.  Therefore, we consider the matter resolved.
  
  We wish to sincerely apologize again for your claim experience and any inconvenience it caused.  Asurion has taken the necessary steps to remediate the matter, including using this opportunity to coach the employees involved.  Please feel free to contact me if you have any other concerns or questions.  I am available by email Monday through Friday from the hours of 9:30 a.m. to 4:00 p.m. Central Time.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ****************************************************************
  

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been dealing with Asurion insurance with ********I pay my bills every month and I also pay for my insurance on my phones I broke my phone I phone 16 plus its been going on for well over a month .They denied my claim because they say I didnt have any phone records or txt with my phone which is nonsense because I use my phone every day .Once I finally got past that stage of being denied they want to also make me fill out a affidavit stating Im not lieing these people are crooks they take peoples money but do nothing to help get there phone repaired

  

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  ******* ********
  *************************************************************************
  
  Re: Case # ********
  
  Dear ******* ********,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April *******, states:
  
  Ive been dealing with Asurion insurance with *******.I pay my bills every month and I also pay for my insurance on my phones I broke my phone I phone 16 plus its been going on for well over a month .They denied my claim because they say I didnt have any phone records or txt with my phone which is nonsense because I use my phone every day .Once I finally got past that stage of being denied they want to also make me fill out a affidavit stating Im not lieing these people are crooks they take peoples money but do nothing to help get there phone repaired.
  
  The desired resolution listed in your case states the following:
  
  Repair.
  
  Response:
  
  Total Equipment Coverage (***) is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen,damaged or experience post-warranty malfunctions. Asurion Insurance Services***** (Asurion) is the program administrator for the Wireless Phone Protection program (***), which is a component of the *** program.  Under the terms of the *** program, if a customers wireless device is lost, stolen, damaged, or experiences a post-warranty malfunction, the customer may file a claim by calling Asurions toll-free telephone number or online at ********************************************.
  
  On February 6, 2025, you enrolled the wireless number ending in 0401 in ***.  Following your enrollment, on February *******, Asurion sent you a Welcome Kit. The Welcome Kit included the *** Terms and Conditions, including the *** Wireless Communications Equipment Coverage Insurance Policy ("Insurance Policy").  In addition, program brochures detailing the *** Terms and Conditions, including the Insurance Policy, are available at ******* retail locations at the time the customer decides to enroll in ***.  These materials can also be obtained at any time at the customers convenience online at ******************************************** or *************** or by calling Asurions toll-free number.  On May 4, 2025, *** was terminated.
  
  The Insurance Policy includes the following information relevant to your concerns:
  
  COVERAGE
  In exchange for premium paid when due, we agree to provide the coverage as stated in the policy on a month to month basis, provided that any covered damage or loss to the Covered Property is sustained while your coverage is in effect.
  
  2.Covered Property
  Covered Property means only the mobile wireless communications equipment as follows:
  If you have subscribed to Line Based Coverage: Covered Property means the wireless device owned by you for which: 1) the unique identification number (International Mobile Equipment Identity (IMEI), Electronic Serial Number (ESN), or ********************** Equipment ID (MEID)) of such wireless device is reflected in the records of the Wireless Service Provider at the time your coverage initially became effective; and 2) for which outgoing airtime usage has been logged with the Wireless Service Provider on the account after coverage became effective; unless you have logged outgoing airtime on a different wireless device immediately prior to the time of loss, in which case such wireless device becomes the Covered Property so long as: i) such wireless device is owned by you and you provide us proof of ownership and ii) airtime usage was logged on such device on the account with the Wireless Service Provider immediately prior to the time of loss.
  
  E.INSUREDS DUTIES IN EVENT OF LOSS TO INSUREDS COVERED PROPERTY
  In the event of loss or damage to Covered Property, the Insured presenting the claim must cooperate with us and see that the following are done:
  
  7.Proof of Loss and Ownership
  If required, provide:
  a.Proof of ownership, such as a bill of sale, receipt, proof of purchase or warranty exchange.
  b.A signed, sworn proof of loss or damage containing the information we or our Agent request to settle the claim. We may require this statement to be notarized, for which you may incur a nominal fee.
  c.A copy of government-issued photo identification.
  d.Other records and documents that may be reasonably requested.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  Asurion found that on March 23, 2025 and March 24, 2025, you filed two (2) claims for an Apple iPhone 16 Plus (128GB) (Claimed Device) that sustained liquid damage for the wireless number ending in 0401.  The claims were denied because the Claimed Device did not log airtime (calls, text, or data) on the wireless number ending in 0401 following enrollment or on the loss dates provided (i.e., March 22, 2025 and March 23, 2025).  Per the Terms and Conditions, a device is considered Covered Property when it is actively registered on the **************** account and has logged outgoing airtime after coverage became effective and immediately prior to the time of loss.
  
  On April 15, 2025,you initiated a new claim for the damaged Claimed Device.  Claim documentation, including a signed affidavit form and a copy of a government-issued photo ID, was required as part of the claim review process.  On April 22, 2025, you submitted the required documentation and were advised of the review timeframe, which led to you escalating your concerns regarding the review timeframe.  On April 24, 2025, the claim was reviewed and approved to proceed.  On May 1, 2025, you resumed the claim online, accepted the terms of the claim, and satisfied the $99 replacement deductible by debit/credit card.  On May ******, an Apple iPhone 16 Plus (128GB) (Replacement Device 1) was delivered to you at the address you provided.
  
  On May 2, 2025,you reported that Replacement Device 1 was malfunctioning.  A warranty reshipment was subsequently completed,and on May 6, 2025, an Apple iPhone 16 Plus (128GB) (Replacement Device ***** delivered to you at the address you provided.  Therefore, we consider the matter resolved.
  
  Asurions goal is to make the claim process quick and easy for its customers while ensuring reasonable security measures are undertaken to protect the Insured from unauthorized claims.  Please know that the claim documentation process is in accordance with the Duties In The Event Of A Loss, sub-section E (cited above), and is not meant to be an inconvenience but is in place as a security measure to prevent fraudulent activity by others on the account.
  
  On May 15, 2025,the damaged Claimed Device was received by the fulfillment center as required by the Terms and Conditions of the *** coverage.  As a friendly reminder, the malfunctioning Replacement Device 1 is required to be returned to Asurion within fifteen (15) days from the date Replacement Device 1 was delivered. If you have not done so already, we kindly ask that you please return the damaged Replacement Device 1 using the pre-paid return envelope provided to you to avoid a non-returned equipment charge.
  
  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ******************************************************************
  

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asurion/AT&T replaced my damaged 1TB Unlocked ************ 6 phone with a 256GB locked Silver phone on 3/28/25. I returned my 1TB phone to them on 4/4/25. I realized my replacement was incorrect when my husband recieved an update and I did not. I contacted Asurion/AT&T 4/23/25 and they told me that my phone is entered into their system as 256GB phone and that is what was returned to them. After many conversations with different people explaining that the damage phone I had and return to them was a 1TB unlocked phone, I was told that they would pull footage of the received phone and send it to us. That never happen. Spoke to ***** in warranty and he filed a claim ************. It was denied, spoke to several people again on 4/25 &4/28, ***** in the ****************** verify that she could see my original phone was the 1TB unlocked Z Fold 6. She told me to take the receipt from ******* and show it to them and they would notate it. I was the transferred to Niatate/Resolutions, who transferred me to ******. She filed another claim *********** on 4/28/25. It was denied. I just want a replacement of my equivalent phone or the original cost of the phone to repurchase the phone I originally owned. I purchased my original outright from *******

  

  Business Response

  Date: 04/30/2025

  AT&T has confirmed that the matter involves Asurion Insurance Services. Transferring complaint to be addressed by Asurion.

  

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  ******** ******
  *************************************************************************
  
  Re:Case # ********
  
  Dear ******** ******,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB states:
  
  Asurion/AT&T replaced my damaged 1TB Unlocked ************ 6 phone with a 256GB locked Silver phone on 3/28/25. I returned my 1TB phone to them on 4/4/25. I realized my replacement was incorrect when my husband recieved an update and I did not. I contacted Asurion/AT&T 4/23/25 and they told me that my phone is entered into their system as 256GB phone and that is what was returned to them. After many conversations with different people explaining that the damage phone I had and return to them was a 1TB unlocked phone, I was told that they would pull footage of the received phone and send it to us. That never happen. Spoke to ***** in warranty and he filed a claim ************. It was denied, spoke to several people again on 4/25 &4/28,***** in the ****************** verify that she could see my original phone was the 1TB unlocked Z Fold 6. She told me to take the receipt from ******* and show it to them and they would notate it. I was the transferred to Niatate/Resolutions, who transferred me to ******. She filed another claim *********** on 4/28/25. It was denied. I just want a replacement of my equivalent phone or the original cost of the phone to repurchase the phone I originally owned. I purchased my original outright from ********
  
  The desired resolution listed in your case states the following:
  
  Replacement; Refund.
  
  Response:
  
  After receiving your matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, amicably resolve your matter. According to our records, you recently filed a claim for your ******* Galaxy Z FOLD6 5G (256GB) (the Claimed Device) under your Protect Advantage for 4 (PA4) program.  PA4 is an optional device ********************** program available to AT&Ts customers and provides coverage for eligible devices in the event they are lost, stolen, damaged, or experience an out-of-warranty malfunction.
  
  You filed a warranty replacement claim for your Claimed Device due to a malfunctioning screen for the wireless number ending in 1682.  Unfortunately, the resolution of your claim was delayed due to the claim being filed for the incorrect device, which resulted in the incorrect replacement device being shipped to you.
  
  According to our records, on May 8, 2025, the matter was resolved when a reimbursement check was authorized and issued to you.  Therefore, we believe the issue raised in this matter has now been resolved.  We apologize for any inconvenience this matter has caused you and we appreciate the opportunity to resolve it.  We understand that your time is important and again apologize for any inconvenience this delay caused you. 
  
  If you have any further questions or concerns, you may contact me by email.  I am available Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m.CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ******************************************************************
  

  Customer Answer

  Date: 05/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a ***lacement phone that I paid a $99 deductible for on April 4th. This phone came with a tiny crack in the back, but I didnt think much of it. Since Ive had it the back of my phone is now completely shattered looking and they wont send me a ***lacement for free because I didnt call within 7 days (once again the crack hadnt escalated that bad yet which is why I didnt call). It feels like theyre being very scammy trying to get more money when the phone arrived already a bit damaged. One *** lied & said they would cover it & told me I had to call the number to finish the process. When I did, the new *** said Id have to pay the ***lacement fee so they also lie even though its on them. Im requesting a refund of the $99 I paid for this ***lacement phone if theyre not going to send me a new one free of charge, OR for them to send me a ***lacement free of charge. This is deceptive business practices when their product arrived faulty yet they pride themselves on supposedly checking each phone throughly and good customer service.

  Customer Answer

  Date: 04/22/2025

  Please see requested information below:

   

  1. the name of the cell phone carrier is VERIZON WIRELESS  
  2. the associated phone number- the phone number associated with this claim is ************
  3. Claim ID # is 501322315386
   

  

  Business Response

  Date: 05/13/2025

  May 13, 2025
  
  ******** ******
  E-mail: *********************************
  
  Re: Case # ********
  
  Dear ******** ******,
  
  In connection with the above-referenced case filed with the Better Business Bureau (BBB), we submit the below in response. 
  
  The case you filed with the BBB on April *******, states:
  
  Received a ***lacement phone that I paid a $99 deductible for on April 4th. This phone came with a tiny crack in the back, but I didnt think much of it. Since Ive had it the back of my phone is now completely shattered looking and they wont send me a ***lacement for free because I didnt call within 7 days (once again the crack hadnt escalated that bad yet which is why I didnt call). It feels like theyre being very scammy trying to get more money when the phone arrived already a bit damaged. One *** lied & said they would cover it & told me I had to call the number to finish the process. When I did, the new *** said Id have to pay the ***lacement fee so they also lie even though its on ******* requesting a refund of the $99 I paid for this ***lacement phone if theyre not going to send me a new one free of charge, OR for them to send me a ***lacement free of charge. This is deceptive business practices when their product arrived faulty yet they pride themselves on supposedly checking each phone throughly and good customer service.
  
  The desired resolution listed in your case states the following:
  
  Refund.
  
  Response:
  
  ******* Mobile Protect (***) is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen, damaged,or experience post-warranty malfunctions. Asurion Insurance Services, Inc. (Asurion) is the program administrator for the Wireless Phone Protection insurance program (***),which is a component of *** and provides coverage for loss, theft, and damage.  In addition to the *** insurance coverage, *** includes ******* Extended Warranty (EW) protection, which is a ******* service contract that provides coverage in the event the customers device experiences a malfunction or defect after the manufacturers warranty has expired.  Under the terms of the *** program, if a customers wireless device is lost, stolen, or damaged, the customer may file a claim by calling Asurions toll-free telephone number or online at **************************************************; On November 26, 2018, you enrolled the wireless number ending in 0079 in the *** program, and it remains enrolled.
  
  Following the receipt of this matter, Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter.  According to our records, on April 2, 2025,you completed a claim for a damaged Apple iPhone 13 Pro Max (256GB) (Claimed Device) for the wireless number ending in 0079.  During the claim process, you accepted the terms of the claim and satisfied the $99 ***lacement deductible by debit/credit card.  On April 5, 2025, an Apple iPhone 13 Pro Max (256GB) (******************) was delivered to you at the address provided.
  
  Please note that all ***lacement devices sent from ******************** have a 12-month limited warranty that covers mechanical/electrical defects as long as the device has not sustained any physical or liquid damage.  Customers are advised to inspect their ****************** upon receipt and immediately contact Asurion if the ****************** has incurred any damage during shipping.
  
  On April 20, 2025, fifteen (15) days after the delivery of your ******************, you contacted Asurion to ***ort that the ****************** was damaged upon delivery; specifically, there was a small crack, but now the back of the ****************** was shattered.  You were correctly informed that since you failed to ***ort the damage upon delivery, filing a new claim for damage would be subject to the applicable $99 ***lacement deductible.  Later, that same day, you initiated a reshipment request for the Claimed Device, which was systematically canceled because it was not for a mechanical/electrical defect, which would have been covered under the 12-month limited warranty. You then initiated a new claim for the damaged ***lacement device but declined to complete the claim at that time.
  
  You maintain that the ****************** arrived with a minor crack, which led to the back shattering.  Unfortunately, your failure to ***ort the small crack immediately following receipt of the ****************** limited our options to validate that the additional damage resulted from the minor crack and not from any other circumstances.  Consequently,as reducing or waiving deductibles on insurance products is not permitted, Asurion will not honor your request for a ***lacement device until the ***lacement deductible is satisfied.
  
  If you wish to complete your claim for another ***lacement device for the applicable ***lacement deductible, you may do so by calling Asurions toll-free telephone number or online at ********************************************.
  
  Although Asurion cannot meet your desired resolution, we have addressed your concerns in this letter.  Please feel free to contact me if you have any other concerns or questions.  I am available by email Monday through Friday from the hours of 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion, Regulatory Affairs
  Email ******************************************************************
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23228430
  
  I am rejecting this response because: Didnt provide acceptable solution
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim again being denied automatically trying to repair phone back and speaker doesnt work . Denied again they wont let me replace phone I. Have coverage its just a replacement not even a lost phone

  Customer Answer

  Date: 04/22/2025

  Verizon 

  ********** 

  508063581151
  
  

   

  Customer Answer

  Date: 05/09/2025

  Whats the latest? 

  

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  ****** ******
  E-mail: *********************************
  
  Re:Case # ********
  
  Dear ****** ******,
  
  Regarding the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB on April 17, 2025, states:
  
  Claim again being denied automatically trying to repair phone back and speaker doesnt work . Denied again they wont let me replace phone I. Have coverage its just a replacement not even a lost phone.
  
  The desired resolution listed in your case states the following:
  
  Repair.
  
  Response:
  
  ******* Mobile Protect (VMP) is an optional device ********************** program that is available to ******* Wireless customers and provides coverage for eligible devices that are lost, stolen, damaged or experience post-warranty malfunctions.  Asurion Insurance Services, Inc. (Asurion) is the program administrator for the Wireless Phone Protection insurance program (***), which is a component of VMP and provides coverage for loss, theft, and damage.  In addition to the *** insurance coverage, VMP includes ******* Extended Warranty (EW) protection, which is a ******* service contract that provides coverage in the event the customers device experiences a malfunction or defect after the manufacturers warranty has expired. Under the terms of the *** program, if a customers wireless device is lost, stolen, or damaged, the customer may file a claim by calling Asurions toll-free telephone number or online at **************************************************; On July 31, 2024, you enrolled the wireless number ending in 1745 in VMP, and it remains enrolled.
  
  Asurion conducted a full review of the relevant account and claim history with the aim to, where possible, remediate the matter. Asurion found that on April 15, 2025, you filed a claim for an Apple iPhone 15 Pro Max (256GB) (Claimed Device) that sustained back glass damage and had a malfunctioning speaker for the wireless number ending in 1745.  The claim was denied after we investigated your account activity and found related unusual account activity.
  
  Following the receipt of this matter, Asurion conducted a full review of your account and claim history.  Based on a subsequent review of the facts available, on May 14, 2025, Asurion authorized a new claim.  To resolve the matter, on May 16, 2025, an Asurion representative contacted you and assisted you with completing a claim for the damaged Claimed Device.  Because the Claimed Device was determined to be unrepairable, a replacement was offered, which you accepted.  During the claim process, you accepted the terms of the claim and authorized the $99 replacement deductible billed to the wireless account.  On May 17, 2025, an Apple iPhone 15 Pro Max (256GB)(Replacement Device) was delivered to the address you provided.  Therefore, we consider the matter resolved.
  
  We sincerely apologize to you for any inconvenience this may have caused.  We make a commitment to our customers to make the claim process easy and convenient, and we truly regret that this was not your experience.
  
  If you have any other questions or concerns, I am available by email Monday through Friday between the hours of 9:00 a.m. and 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion,Regulatory Affairs
  ******************************************************************
  

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a single device ********************** claim through Asurion on April 7, 2025, under my active **** protection plan (Account Number: *************** wireless phone line number **********). Despite meeting all eligibility requirements, my claim was denied on the grounds of a supposed violation of the protection plan. However, no specific details were provided to support this claim, even after multiple attempts to get clarification from both Asurion and ****.This was my only claim. I have not exceeded any claim limits, and the covered device has been active on ****s network. I followed all claim filing procedures and submitted the required documentation.I believe this denial is unjustified and a breach of the insurance agreement *** been paying into monthly.

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  ******* **********
  ****************************************************************************************************************
  
  Re:Case # ********
  
  Dear ******* **********,
  
  In regard to the above-referenced case that you filed with the Better Business Bureau (BBB), we submit the below in response.
  
  The case you filed with the BBB on April 15, 2025, states:
  
  I filed a single device ********************** claim through Asurion on April 7, 2025, under my active AT&T protection plan (Account Number: *************** wireless phone line number **********).Despite meeting all eligibility requirements, my claim was denied on the grounds of a supposed violation of the protection plan. However, no specific details were provided to support this claim, even after multiple attempts to get clarification from both Asurion and AT&T. This was my only claim. I have not exceeded any claim limits, and the covered device has been active on AT&Ts network. I followed all claim filing procedures and submitted the required documentation. I believe this denial is unjustified and a breach of the insurance agreement Ive been paying into monthly.
  
  The desired resolution listed in your case states the following:
  
  Approve and process my original claim OR Issue a full refund for all protection plan payments Ive made Provide a written explanation specifying what violation occurred and which policy term it allegedly broke.
  
  Response:
  
  Asurion is the licensed insurance agent and claims administrator for the AT&T Protect Advantage for 1 (PA1)program, which is an optional device ********************** program available to AT&Ts customers.  PA1 provides coverage for one (1) eligible device in the event it is lost, stolen, damaged, or experiences an out-of-warranty malfunction.  PA1 includes Protect Insurance, which provides coverage for loss, theft, and physical damage (excluding accidental damage from handling), and Protect Service Contract, which provides coverage for accidental damage from handling (including screen claims) and out-of-warranty malfunctions.  PA1 also includes Protech technical support. Customers can file a claim by calling Asurions toll-free number at **************, or by going online at ****************************************.
  
  Our records confirm that on March 21, 2025, you enrolled the wireless number ending in 7841 in the PA1 program.  Following the enrollment in the PA1 program,on March 24, 2025, you were sent a Welcome Letter, which provided access to the PA1 Terms and Conditions, the Coverage Certificate, and the Protect Service Contract.  The Terms and Conditions, the Coverage Certificate, and the Protect Service Contract fully outline the Terms and Conditions of coverage, including the monthly cost of the program,applicable deductibles, or service fees, how to file a claim, claim limits, and other pertinent disclosures.  Key program disclosures are provided to customers prior to enrollment, and customers may also review the Terms and Conditions, Coverage Certificate, and Protect Service Contract online at **************************************** prior to enrolling in the program or initiating a claim (or at any other time).
  
  The PA1 Coverage Certificate states the following regarding the matter:
  
  VI. ELIGIBILITY AND CANCELLATION.
  
  C. To be and remain eligible for coverage:
  ***** must have activated communications service directly with your Service Provider and be an active and current subscriber of your Service Provider to be covered under this Certificate. Covered Property must be actively registered on the Service Providers network on the Date of Loss and have logged airtime prior to the Date of Loss.
  2.We must designate the Covered Property as eligible for coverage.
  ***** must not have engaged in fraud or abuse with respect to this or a similar communications equipment insurance program.
  
  In reviewing your claim history, we confirmed that on April 7, 2025, you completed an online claim for a lost Apple iPhone 16 Pro Max (256GB) (Claimed Device) for the wireless number ending in 7841.  During the claim process, you accepted the terms of the claim and authorized the $275 replacement deductible billed to the wireless account.  On April 10, 2025, an Apple iPhone 16 Pro Max (256GB) (Replacement Device) was delivered to you at the address you provided.
  
  From April 13, 2025 through April 15, 2025,you filed four (4) claims for a lost Claimed Device or Replacement Device for the wireless number ending in 9336.  The claims were reviewed and denied in accordance with the Eligibility and Cancellation section detailed above (VI.C.).  Please note that the specific reasons or details for the denials cannot be provided to any customer since it could provide information on obtaining unwarranted claim approval.
  
  Based on the above, we believe the denials of your claims for the wireless number ending in 7841 were appropriate.  We are happy to review any additional information you may have to support your claim, but at this time, we cannot approve your claim based on the information available to us.
  
  Regarding your request for a refund of the monthly premiums, Asurion cannot refund the insurance premiums you paid since you received insurance coverage under the PA1 program in exchange for those payments.
  
  The policy guidelines Asurion adhered to regarding your concerns have been explained in this letter.  Please feel free to contact me if you have any further questions.  I am available by email Monday through Friday between 9:00 a.m. to 4:00 p.m. CST.
  
  Regards,
  
  **** ******
  Asurion,Regulatory Affairs                                                                       
  ******************************************************************