• Asurion

2024 SITEJABBER AWARD

Asurion

Overview

Asurion has a rating of 4.5 stars from 9,110 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Asurion most frequently mention customer service, new phone, and next day. Asurion ranks 1st among Tech Support sites.

Proactively asks for customer feedback

This company responds to reviews on average within 2 days

Positive reviews (last 12 months): 89.3%
Positive
2,749
Neutral
36
Negative
294
218
See all photos

What reviewers want you to know

Positive highlights

  • I GOT BEST CUSTOMER SERVICE, ONLY ONE HOUR, ALL SET, I CAN GET FULL REIMBURSEMENT.
  • Brandi did a great job helping me set up a replacement phone.
  • 2024 Customer Choice Winner

Critical highlights

  • So they forced me to pay $316 for a replacement device even though I paid to have the cheaper repair option.
  • (The missing phone has been disabled so he could not have connected with anyone using my phone number.)
How would you rate Asurion?
Business's Favorite Review

“Must Have! - Speedy - simple - great value”

Francisco S.
9/22/22

After my son lost his phone we panicked thinking about how much it cost us and now we would have to pay for a replacement. Then we realized that we had purchased Assurion insurance. I placed a claim and received the new phone in less than 2 days. Amazing value. No questions asked by the company. I was expecting to be interrogated or some kind of push back but no, it was quick and fast. I'm still in disbelief as to how awesome this company is.

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Top Positive Review

“Making the investment is definitely worth it!”

Patrick W.
3/16/24

I have used Asurion for many years since they first entered the market and began replacing cell phones. Initially, when a friend recommended Asurion Home Plus, I was hesitant and grateful but didn't take any action. However, I'm thankful that I ultimately decided to sign up because it has been a fantastic experience. Now, I have complete peace of mind regarding my digital and technology investments, which makes me feel great!

Reviews (9,110)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (1271) replacement phone (332) protection plan (265) claim process (144) phone screen (134) replacement device (79) phone number (61)
Thumbnail of user patrickw1161
1 review
1 helpful vote
March 16th, 2024
Verified purchase

I have used Asurion for many years since they first entered the market and began replacing cell phones. Initially, when a friend recommended Asurion Home Plus, I was hesitant and grateful but didn't take any action. However, I'm thankful that I ultimately decided to sign up because it has been a fantastic experience. Now, I have complete peace of mind regarding my digital and technology investments, which makes me feel great!

Thumbnail of user barbarah3261
1 review
0 helpful votes
February 13th, 2024
Verified purchase

I received 49 pop-ups on my phone, telling me that I had a virus on each one. It wanted me to click on them so they could erase the viruses. Monica, on chat, was very helpful. She helped me get them deleted from my browser. Thank you so much. Oh yeah, we tried to get coverage for our amplifier speaker unit, that is non functional and we had no way to give all the information because your site did not offer the appropriate ability to put the correct numbers in.

Products used:
I didn't use any other product, other than my personal phone that I have had for a year.

Thumbnail of user margaritad70
1 review
0 helpful votes
April 6th, 2024
Verified purchase

I was addressed promptly with great customer service and professionalism. She assisted me completely and corrected everything I did incorrectly. She got my claim processed as well and approved quickly. I was extremely surprised for the fast assistance and the minimal effort from my end to get this accomplished. Thank you very much. Definitely gave me the confidence of sticking with asurion for coverages on future purchases.

Thumbnail of user crystaly105
1 review
0 helpful votes
February 28th, 2024
Verified purchase

Processed online claim quickly, delivery was fast!
Sent me tracker text's/ emails I knew when where and what time to expect my replacement. Setup was great transferred my data to new iPhone within 15 mins. Box and packing slip to send broken phone back took 2 mins to pack up. Very impressed!

Products used:
iPhone 15 plus (pink)

Service
Value
Shipping
Returns
Quality
Thumbnail of user josephg2565
1 review
0 helpful votes
March 16th, 2024
Verified purchase

My S23 Ultra's screen was cracked. I brought it in for repair. Carlos exhibited superb customer service skills by GREETING ME, introducing himself, assessing the situation and setting my expectations. He also made me aware of the Maintenance mode that my phone offers to allow him to complete the repair and test the device before handing it back to me providing an additional measure of comfort. If this is how Asurion usually operates then I will always opt for their protection.

Service
Shipping
Returns
Quality
Thumbnail of user deontram
1 review
0 helpful votes
March 3rd, 2024
Verified purchase

My experience was very pleasant and fast! The best customer service ever at the location AT&T located in Aberdeen, southern pines Nc! Right beside the steak, egg, and sizzling restaurant. Thank you all for having great customer service. My phone screen bug is no more.

Service
Value
Quality
Thumbnail of user marthas1586
1 review
0 helpful votes
February 24th, 2024
Verified purchase

My Fitbit Sense developed "technical difficulties" off & on after l began regularly using it to swim laps, 7 months ago. Noting a greater increase in screen issues and questionable data recorded, l decided to use my Asurion Protection Plan to have it repaired. However, following directions required for mailing seems to have actually fixed the device. Customer Service could not have been more gracious when l explained what happened, giving me a time-frame and process to follow, to make sure.

Thumbnail of user jennifrrh1
1 review
0 helpful votes
April 15th, 2024
Verified purchase

Drinking and spilling kool-aid…then trying to dry it out… in the process dropped and cracked the screen. Rough day! (I was extremely nervous to call and tell them what happened thinking there's no way insurance is going to cover this). They made it ok and got a good laugh with me. Made my day! I received my new iPhone which was way newer than my iPhone 8…IN LESS THAN 24 HOURS! The representative was knowledgeable and kind.

Thumbnail of user hania72
1 review
0 helpful votes
September 20th, 2023
Verified purchase

I had an exceptional experience with my Asurion claim and the representative who assisted with setting up my replacement phone. The service provided was truly the best I've ever encountered. The representative displayed a remarkable level of professionalism, knowledge, compassion, and understanding throughout the entire process. Their expertise and empathy made a challenging situation much easier to navigate, and I'm extremely grateful for their outstanding support. Thank you for delivering such exceptional service!

Thumbnail of user kammyr1
1 review
0 helpful votes
April 27th, 2024
Verified purchase

The representative was excellent in helping me with getting my phone replaced was very kind we ran in a snag on my side but he patiently waited until we could resolve it and guided me through it. Could not have had a better person I think his name was Josh please give him full recognition for his kindness and great customer service he's the best 👌 👍. Thx you Asurion 😊

Thumbnail of user stevenl2115
1 review
0 helpful votes
February 23rd, 2024
Verified purchase

Well my goodness, getting Asurian's attention and repair approval for this policy was easy as pie, and honestly, I had one of the best live session with tech support ever, THANK YOU ANGELA. Easy peasy.

Only hoping this is the shape of how Asurian rolls. I should have my computer back in 10 days, sending the shipping box, and the next leg of getting my computer repaired and home for my use. I am hopeful based on my experience with the tech person.

Thumbnail of user mykelh2
1 review
1 helpful vote
August 27th, 2023
Verified purchase

Brandon was very professional and courteous. He called before arriving to ensure that I was home. He presented himself very service driven, yet outgoing. He communicated the process in a relatable and effectively way and kept me updated throughout the duration. He cleaned all my ports, as well as replacing my battery! The entire repair was over in less than 30 minutes. Great customer service! Great technician! THANKS BRANDON!

Thumbnail of user infinityanna
1 review
0 helpful votes
March 20th, 2024
Verified purchase

I just tried to transfer all my stuff to the new Iphone without reading directions or using help... and I was not able to pull it off. I finally decided to use the chat and it was really amazing. Summer saved my life. She was patient and kind and we did it! Yup. She needs a big raise. I of course have no money, but if you can find some extra cash. Please give her a bonus..

Thumbnail of user dericr5
1 review
0 helpful votes
August 23rd, 2023
Verified purchase

I set up an appointment to have the glass on my I phone 13 Pro Max replaced and in the process of having that service completed one of the screws got stripped, and I was given a replacement device the next day at no additional charge and without any hassle. I feel completely confident that Asurion will address any and all problems with my electronics in a fair and reasonable manner. Thank you for the peace of mind.

Thumbnail of user kathyy210
1 review
0 helpful votes
January 14th, 2024
Verified purchase

AT&T's was very helpful and guided me through the form that needed to be filled out. The form was easy to fill out. The replacement phone from Asurion arrive within 24 hours. It was packaged well and everything that was promised was delivered in the box. I appreciated that I was given a contact number to set up my phone. AT&T was also happy to assist with this in the store. I was informed by Asurion that I would upgrade from an iPhone 11 to a 13. I agreed to that and am pleased with the upgrade. My experience was flawless. Thank you!

Thumbnail of user elizabethi860
1 review
0 helpful votes
April 9th, 2024
Verified purchase

Omg, if you need help processing a claim especially if you purchased an Asurion plan on any product complete it through the Chat. It's so much faster and very convenient. All your questions will be answered instantly. Be sure to first locate your Asurion plan ID number. I tried to process a claim over the phone, spent hours and got nowhere. I got online then went through the chat and received more help through the Chat. Thank you Carmelito for your time I appreciate you:-)

Thumbnail of user irang3
1 review
0 helpful votes
November 16th, 2023
Verified purchase

This was my first time using phone insurance ever. I've had terrible experiences using insurance plans with different products, I just assumed Asurion would be no different. HOWEVER, I was pleasantly surprised how easy and stress free this experience was. Starting with creating the online repair ticket, to meeting James at the retail store; he provided excellent service and was definitely a subject matter expert.

Thumbnail of user isabelc238
1 review
0 helpful votes
March 10th, 2024
Verified purchase

Purchased a renewed PS2 Slim for retro gaming from Amazon. Decided to purchase the Asurion Unlimited Protection Plan along with it. About 6 months later, a cup of juice was spilled onto the console, which leaked into the system. The purchase of the protection plan was a great decision as it covered the item 100%. Tech support was easy to chat with and the item only took around 10 days to repair and returned to me. 10/10 would recommend.

Thumbnail of user nickia35
1 review
0 helpful votes
February 24th, 2024
Verified purchase

I came here at the Marina del Rey location in Los Angeles for them to repair a small crack in my phone screen. The process was super easy, straightforward and they finished earlier than estimated. They called my husband when they finished so we could come back to retrieve the phone as soon as it was done. The hardest part was being without my phone for a little while. Thanks!

Thumbnail of user karenr3142
1 review
0 helpful votes
September 20th, 2023
Verified purchase

After going to my local ATT store in Marietta, Ohio (which was no help), I called ATT support. I eventually was connected to a tech who was amazing. He did his best to solve the problem, and when he couldn't, he sent me the link to get it replaced. I answered a few questions and my claim was approved. This was around 4:30 on Friday evening. I had my new phone by 11:00 Saturday morning. Amazing.

Thumbnail of user warreng176
1 review
0 helpful votes
October 22nd, 2023
Verified purchase

I dropped and broke my Samsung Galaxy S 22 Ultra plus on Saturday night. I called A T & T and they transfer me to the insurance company Asurion. Once I filed my claim with them they sent me to the closes A T& T location Sunday Morning where I met with a phone technician. He took my phone and within a couple of hours it was fixed and done. I was very happy with my experience. I didn't even have to come out of pocket and was billed on $29 for the service.

Service
Thumbnail of user francesc763
1 review
0 helpful votes
March 4th, 2024
Verified purchase

I needed online help registering my purchase from Amazon. Unlike most online experiences, my chat experience went very smoothly and quickly. No getting lost in the maze. She registered my product for me. I was told "you will be happy to know that filing a claim is easy. All you need is your order number then call us and we will be happy to assist you." I now have peace of mind regarding my purchase. 10/10!

Thumbnail of user tanyap346
1 review
2 helpful votes
January 25th, 2024

I wish Verizon would use someone else. This has been the biggest headache of my life. They messed up my phone claim, sent the wrong phone, then argued with me about reading a verification code off of my broken phone. Now I have to pay another $100 and hope that I get refunded for my first $100 in the first place. Instead of fixing it, now we have to wait 24 hours before the claim would even be approved.

Service
Value
Shipping
Returns
Quality
Thumbnail of user natasham382
Ari B. – Asurion Rep

Hi Tanya, I am genuinely sorry to hear this was not an overall better experience for you. We are here and happy to help if you find you need additional assistance with this. Please feel free to contact us directly. -Ari

Thumbnail of user nicoler1762
1 review
0 helpful votes
December 8th, 2023
Verified purchase

I am shocked at how quick and easy this entire process was! I had a completely cracked screen as well as cracked camera lens. I made an appointment and a wonderful tech showed up at my house the next morning. Ten minutes later my phone looked brand new. I'm super impressed and will be telling everyone what a great experience I had. Highly recommended! Thank you!

Thumbnail of user timk871
1 review
0 helpful votes
October 26th, 2023
Verified purchase

Started at AT&T who suggested using my insurance coverage to fix a cell phone that had been dropped and the screen shattered. Quickly sent me to Asurion for the repair at the Promenade location in Scottsdale, Bell Road and Scottsdale Road. Very professional young man took my phone and I was out in a few minutes with the repair to be completed in a couple of hours. Repair completed on time - cannot live without a cell phone so this was a critical issue to get resolved. Very satisfied with the whole process.

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From the business

Asurion is a leading provider of device insurance, warranty & support services for cell phones, consumer electronics & home appliances. Protect your device.

Company Representative

Thumbnail of user courtneyf204
Courtney F.
Typically responds within 2 days

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4.5
9,110 reviews
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