In 2013, I bought a Droid Razor HD and entered into a 2 year contract. It was approximately 7-8 months later that I dropped my phone and the screen cracked. I filed a claim with Asurion and they immediately sent me a new phone in the mail. It was not even a week later that I dropped that same phone again (I know!) Once again I filed a claim and Asurion sent me a new one again, but upon receiving this phone in the mail the screen was already broken when it arrived. Asurion would not take the phone back, claiming I broke it. In addition, they would also not let me file another claim because I was over the 2 a year mark and then they dropped me from the insurance all together. The only way for me to get a phone that worked was to pay full retail price. In February upon receiving my tax refund, I went to Verizon and bought a brand new LG G2 for $499.00. I was informed by both Verizon and Asurion that I would have insurance on my new phone, because it was a different phone I was purchasing. For the next 2-3 months I paid for insurance through Asurion on my monthly bill. During this time I dropped the new phone, with case and all. Of course once again it broke. (So heartbreaking) I contacted Asurion and was informed I did not have insurance on this phone. From there I contacted Verizon and was informed I did. My bills even reflected that I had been paying for it. I contacted Asurion once again and was told that because I had filed 2 previous claims that I could not file a claim on this phone. I argued that it was a completely new phone and I had been paying for it. After many phone calls, they would not do anything about it.
It was from here I went to the actual Verizon store, showed them where I had been paying for the insurance. They contacted Asurion, but they would not do anything for the customer rep either. Just kept saying that I already had two claims. The customer rep told me that open insurance enrollment was in a few weeks and that during that time she would add me and from there I could file a claim. She added me and I contacted Asurion, they still would not do it saying that I had already attempted to file a claim on this phone. So for the past 7-8 months I have been paying an extra $10.00 a month for insurance on my bill. No one can tell me why I have no insurance or why I can't file a claim. This has been very frustrating. The LG stopped working immediately after I broke it and now I am back to the broke Droid Razor that Asurion sent me before and even then it is completely broken (barely usable) I have been told I can upgrade with Edge, but to do that you have to have a good phone to return to them.
I am completely frustrated and annoyed by this all together, because I feel like I keep getting the run around. No one will listen and I have been a loyal paying customer for the past two years. My upgrade is available 2/27/15, only a month away and I have been to Verizon and called to see if I could upgrade and no one will help me. I highly doubt a month makes a big difference. In addition, if I have to wait for my upgrade day and purchase a new phone who is to say that I will not have insurance on my phone again. Please help
Sorry to hear about all this and that your device is broken again. This will need further investigating. Will you please send us a private message?
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Again I apologize for the issues you have been having with getting a replacement device. We definitely want to investigate further into this. We must have a private message however so we can gain the necessary information to review your account. Here is how you can send VanetrisC_VZW a private message http://vz.to/1lplPA8
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