App Profile: Asurion

John Carr III

Rating: 5/5

I’m very happy with the app and would recommend their Home+ plan. This app has many amazing and unexpected features that I enjoyed exploring. I had some spare time and used some of the app features, such as the diagnostic check on my iPhone and home network. The feedback I received was detailed, informative, and offered multiple solutions, many of which were free and easy to do. The app also gave me the option to contact a live “tech expert” via chat, text, or phone in a friendly and non-intrusive way, which I appreciated. I didn’t need any help with setting up devices or have any questions, so I didn’t use this option. I love that their live “tech experts” are available 24/7. I haven’t filed any claims or used their tech/install services, since I don’t have any problems 🤞. Everything is good so far. I would recommend their plan. I requested a “Dark Mode” option in my feedback. I hope they will add it soon.

URgunnaDIEclown

Rating: 2/5

I feel I was out through the ringer and I can only conclude Asurion wants to make filling a claim as difficult as possible to prevent users from filling. The app does NOT support filling a claim. App chat support directed me to the phone customer support. Apparently, app chat is there for troubleshooting. They don’t say, “To file a claim quickly, go to the website. Instead, phone customer support took my claim information and sent an email directing me to the website. They also told me they don’t need the serial number. To log in to the website, you need to know how you purchased your plan and your login credentials. When I logged in, the website said my plan was not active. This corrected itself when I tried again a few hours later. I could not make a claim using Chrome. After trying different browsers, I finally was able to use the file a claim button. This requires me to fill out a PDF form. They want all the information I already provided by phone. The phone call was a complete waste of time. My claim was sent back for not having the serial number, which I was told was optional. This work flow is unnecessarily complicated and obstructive. The app, therefore, fails to provide minimal functionality. An insurance app should let you file a claim.

Mel 657

Rating: 2/5

I swear they make this process as hard as possible to avoid fulfilling claims. The app takes you in circles and makes you sign in each time to view or make a claim. You need to access information in between each steps which makes you sign out and repeat the process 8x before you can finish the claim. I am very annoyed that I have to call support and listen to their god awful hold music each time I want to do a simple task! Their customer support is super nice and helpful (2 stars) but I wish I didn’t have to call them at all! Also, I signed up when Asurion was 25/mo and they raised the price 2 months later without telling me, even after I asked the store associate if the price would go up and he said “no”. The claim deductible used to be $99 and now it’s $130. Insane how irritating they make the process.