Independent profile — not affiliated with Asurion
Asurion
Asurion, LLC of Nashville, Tennessee provides protection plans, claims handling and repair for phones, home tech and appliances, mostly sold through wireless carriers and retailers. This page sets out Asurion's own claim, deductible and cancellation rules, a 2020 New York DFS consent order with a $4,000,000 penalty, and BBB and Trustpilot figures as displayed on October 14, 2026. It gives no rating of its own, and complaints and lawsuits are allegations unless a court or regulator states a finding.
Complaints & Reviews on USAComplaints
USAComplaints currently maintains 109 historical complaints about Asurion, published between 2005 and 2012. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.
- Replacement phone delayed, faulty refurbished device, extra fee paid
- Phone replacement refused unless $300 paid after drop
- Lost phone replacement deductible doubled to $99
- Threatened $330 fee although defective phone was mailed back
- Two days of run-around over shattered phone screen claim
- Told replacement phone return not received after mailing it
- Told insurance did not start until first call was made
- Charged $199 deductible after purse theft claim
- Charged non-return fee although both phones were mailed back
- Claim for lost iPhone 4s denied for suspicious activity
- Paid $130 deductible, two-thirds of phone purchase price
- Sent used phone and now claims returned replacement not received
- $199 deductible on equipment insurance for $1 iPhone
- Offered HTC Evo Design instead of Galaxy S II replacement
- Paid $130 deductible but replacement phone never delivered
- Three defective replacement phones and no SIM card sent
- Charged over $300 non-return fee for phone I mailed back
- Worthless Extended Warranty Plan - HP Notebook PC, DV7-3079WM
- Faxed documents eleven times and $400 added to bill
- MetroPCS claim required store visit, ID and affidavit unlike T-Mobile
Complaint Themes
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Contacts
- Official website: https://www.asurion.com/
- Start or track a claim: https://www.asurion.com/claims
- Contact page (support, press, partners): https://www.asurion.com/about/contact-us/
- Asurion main line (BBB-listed): (615) 837-3000 2 complaints mention this number
Locations
| Type | Address |
|---|---|
| Headquarters | 1101 Church St Nashville TN 37203 |
| Mailing address | 140 11th Ave. North Nashville TN 37203 |
Asurion claims, deductibles and cancellation: what Asurion's own pages say (checked October 14, 2026)
Asurion pages opened on October 14, 2026 set out the points below. Your plan certificate, wireless carrier or retailer program terms and the checkout page govern your coverage; this summary does not replace them.
Who Asurion is in the transaction. Asurion says it provides protection, repair and expert support for phones, smart home devices and appliances, and names Verizon, AT&T and Samsung among partner brands. For carrier plans, the carrier's program decides eligibility and price: Asurion's mobile FAQ says "The list of covered devices depends on your wireless provider's specific program."
Filing a claim. Asurion's claim page says you will need your carrier, device make and model, a description of what happened, a billing and shipping address and "a method of payment for the deductible". The FAQ says claims must usually be reported within 60 days of the date of loss and that most carrier programs have limits that "range from two (2) claims in 12 months to three (3) claims in 12 months"; it tells readers to check their provider's program. On enrollment, the FAQ says "Typically, you are only eligible to enroll if you are within 30 days of activating or upgrading your device."
Deductible timing. The FAQ says "Asurion, like most protection programs, requires that you pay a deductible at the time a claim is filed."
Replacement devices. The FAQ says the goal is a replacement of the same make and model, but "some models may not be available", and adds: "Claims may be fulfilled with a new or refurbished replacement device. Device color, brand, model and features may be different and accessory compatibility is not guaranteed." It also says: "You will need to return the damaged or defective device within 10-15 days to avoid non-return charges. Check your wireless carriers’ program specific information." The NYDFS release below lists "fees imposed upon failure to return a device after replacement" among the required disclosures.
Cancelling a claim. Asurion's page on filing, tracking or cancelling a claim says you "may be able to cancel your claim by contacting Asurion with your claim ID or the wireless number associated with the device" and that "Canceling a claim will depend on the terms and conditions of the policy you purchased." Cancelling the plan itself is handled under the carrier or retailer program through which it was bought; check that program's terms.
Contact. Asurion's contact page offers a customer support question form, a press inquiry and a business-partnership inquiry. BBB's Asurion file says "Asurion would like the opportunity to speak with the consumer before a complaint is filed. However, this is not a requirement before filing a complaint." and asks complainants to include the carrier name and the associated phone number; BBB lists (615) 837-3000 for the company.
Other routes. Readers can also contact the state insurance department where they live (the New York order below describes wireless equipment insurance as regulated under state Insurance Law), their state attorney general, and the FTC at reportfraud.ftc.gov, and can use the dispute process of the card used for the deductible.
New York DFS consent order, February 2020
On February 26, 2020 the New York State Department of Financial Services announced a settlement with Asurion Insurance Services, Inc. and Asurion Protection Services, LLC. DFS's press release says the department "fined Asurion Insurance Services, Inc. and Asurion Protection Services LLC ('Asurion') four million dollars for providing inadequate consumer disclosures for insurance offerings for mobile phones, tablets, and other wireless communication equipment, and for improperly bundling such insurance with other products."
The consent order states that the respondents act as insurance producers assisting wireless vendors, that their brochures "failed to adequately describe policy exclusions, disclose the availability of premium credits for holders of third-party service contracts, and adequately disclose producer compensation", and that they were on notice since DFS Circular Letter No. 1 of January 3, 2018. Paragraph 24 requires a penalty of $4,000,000, and the respondents agreed to comply with the New York Insurance Law provisions the order lists. The order resolved the matter "in lieu of proceeding by notice and hearing".
DFS's press release adds that "Asurion provided brochures that failed to properly disclose, among other things, how Asurion was compensated" and that "As part of the settlement, Asurion has submitted amended materials to the Department and agreed to comply with all laws and regulations addressed in the circular letter."
The consent order is a New York matter about disclosures and bundling by licensed producers; it does not address the claim-handling complaints described elsewhere on this page. No other state insurance-department order against Asurion entities was identified in the sources checked on October 14, 2026, but not every state registry could be searched.
About Asurion, LLC
Asurion, LLC, based in Nashville, Tennessee, says it provides protection, repair, installation and expert support for phones, smart home devices and household appliances. Its About page says it has "Over 18,000 people", "700+ locations", and is "trusted by some of the biggest brands in the world, including Verizon®, AT&T®, and Samsung®" to protect their products. These are company statements.
Entities named in regulator records include Asurion Insurance Services, Inc. and Asurion Protection Services, LLC, both described by NYDFS as licensed property/casualty agents and independent adjusters based in Nashville. Asurion also operates the uBreakiFix repair store network; BBB keeps separate files for "Asurion UBIF Franchise, LLC" and local store listings.
Newest event. Asurion's press release dated October 8, 2026 says it "has completed its acquisition of Domestic & General (D&G), a leading provider of appliance protection across the UK, Europe and beyond" and the release quotes Asurion as "extending our reach to millions more customers around the world"; it says "Domestic & General will continue to operate under its existing brand within Asurion" and "There are no immediate changes to how Asurion or D&G serve their customers or partners as a result of the acquisition." It also says "Financial terms of the transaction were not disclosed." Insurance Business reported on October 8, 2026 that the deal was first announced in December 2025.
Complaint record: BBB, Trustpilot and this site's archive
BBB (as displayed on October 14, 2026). BBB shows the Asurion headquarters file as accredited, rated A+, with "1,322 total complaints in the last 3 years" and "395 complaints filed in the last 12 months"; its reviews tab shows 4.81 out of 5 stars from an "Average of 10,000 Customer Reviews". BBB's accreditation date in its page data is March 27, 2008.
Trustpilot (as displayed on October 14, 2026). 4.6 from 115,103 reviews on a claimed profile (claimed September 2016, paid subscription). Trustpilot says the company "invites their customers to review, whether positive or negative", shows "4,644 reviews in the last 12 months" and "Replied to 99% of negative reviews", and says it does not fact-check reviews.
This site's archive. This site holds 109 complaint posts that name Asurion, its claim website phoneclaim.com or its warranty subsidiaries as the subject, published between 2005 and 2012, plus one post naming Warranty Corporation of America as an Asurion company. They are individual consumer accounts, mostly about carrier-sold phone insurance, and are allegations; Asurion's responses are not included in them. Keyword counts across those posts: refurbished or used replacement device mentioned in 30, deductible or fee at claim time in 47, claim denied or not honored in 25, replacement described as defective or not equivalent in 36, charge for a device not returned in 5, customer-service or hold-time complaints in 47.
These figures come from different sources and are not combined or averaged. BBB and Trustpilot figures change daily.
Court records
A search of CourtListener's federal docket index for the name Asurion in a case caption, run on October 14, 2026, returned 88 dockets, including individual cases filed between 2023 and 2026 against Asurion, LLC and Asurion Insurance Services, Inc. in several districts. The most recent caption match listed was Guadalupe v. Asurion Insurance Services, Inc. (M.D. Ala. 2:26-cv-00708, filed September 9, 2026); the docket entries reviewed do not state the claims. Ridenhour v. Asurion Insurance Services, Inc. (E.D. Cal. 1:26-cv-00966) carries an employment-related nature-of-suit code, and its docket shows a stipulation and order staying the action and submitting the case to binding arbitration on March 18, 2026. Case subjects of the other dockets were not reviewed, so the claims in them are not described here.
Published opinions in older consumer matters also exist: Perez v. Asurion Corp., 501 F. Supp. 2d 1360 (S.D. Fla. July 26, 2007), No. 06-20734-CIV, and Cole v. Asurion Corp., 267 F.R.D. 322 (C.D. Cal. April 19, 2010), whose published order granted in part and denied in part a motion for class certification. The final outcome of Cole was not verified and is not stated. Filings are allegations unless a court states a finding.
Is Asurion Legitimate?
Asurion, LLC is an identifiable operating company: its Terms of Use name Asurion, LLC and a Legal Department address at 140 11th Ave. North, Nashville, TN 37203; BBB lists an accredited, A+ headquarters file with a business start date of May 2, 1991 in its page data; and New York's DFS identifies Asurion Insurance Services, Inc. and Asurion Protection Services, LLC as licensed property/casualty agents. Asurion sells and administers protection plans mostly through wireless carriers and retailers, which is why many consumers see its name only on a carrier bill.
The documented record also includes a $4,000,000 New York DFS consent order (2020) over disclosures and bundling, a BBB complaint count shown above, and consumer posts in this site's archive that describe replacement-device and deductible disputes. This page gives no rating of its own.
Court & Public Records
| Case | Authority | Dates | Type | Outcome | Source |
|---|---|---|---|---|---|
| In the Matter of Asurion Insurance Services, Inc. and Asurion Protection Services, LLC (New York DFS consent order) | New York State Department of Financial Services | — | Settled | Settled Administrative consent order, not a court case. DFS says the respondents impermissibly offered inducements by discounting other products bundled with wireless communications equipment insurance and failed to comply with mandatory disclosure requirements, including adequate description of exclusions, premium credits for third-party service-contract holders and producer compensation. Paragraph 24 requires a penalty of $4,000,000 payable to the Department, and the respondents agreed to comply with the listed New York Insurance Law provisions within 90 days. The order was entered in lieu of notice and hearing. | Source |
Related Complaints
Names this company in a role other than the primary subject — not necessarily current or complete.
Company Relationships
- Affiliated with: Asurion Insurance Services, Inc.
- Affiliated with: Domestic & General
Frequently Asked Questions
Who is Asurion and why is it on my carrier bill?
Asurion, LLC (Nashville, Tennessee) says it provides protection, repair and support for phones, home tech and appliances, and names Verizon, AT&T and Samsung among brands that trust it to protect their products. For carrier plans the carrier's program sets eligibility and price; Asurion's FAQ says covered devices depend on "your wireless provider's specific program".
How long do I have to file an Asurion phone claim?
Asurion's mobile FAQ says "Usually, claims must be reported within 60 days of the date of loss" and tells readers to check their provider's program for specifics.
Is there a limit on how many claims Asurion will accept?
Asurion's FAQ says "Most of our wireless carrier programs have coverage limits which range from two (2) claims in 12 months to three (3) claims in 12 months" and refers readers to their carrier's terms.
Will Asurion send a new or refurbished phone?
The FAQ says "Claims may be fulfilled with a new or refurbished replacement device" and that color, brand, model and features may differ and accessory compatibility is not guaranteed.
Can I cancel an Asurion claim?
Asurion's claim page says you "may be able to cancel your claim by contacting Asurion with your claim ID or the wireless number associated with the device" and that cancelling depends on the terms of the policy purchased; "Most policies will allow for a claim to be canceled if reported within a few days."
Does Asurion charge if the old device is not returned?
Asurion's mobile FAQ says "You will need to return the damaged or defective device within 10-15 days to avoid non-return charges" and tells readers to check their wireless carrier's program-specific information.
When is the Asurion deductible paid?
Asurion's FAQ says "Asurion, like most protection programs, requires that you pay a deductible at the time a claim is filed." Asurion's claim page asks for a method of payment for the deductible.
Can a phone be enrolled in Asurion coverage after purchase?
Asurion's FAQ says "Typically, you are only eligible to enroll if you are within 30 days of activating or upgrading your device" and refers readers to their wireless provider to see if they are eligible.
What was the New York DFS order against Asurion?
On February 26, 2020 DFS announced a $4,000,000 fine against Asurion Insurance Services, Inc. and Asurion Protection Services, LLC for inadequate consumer disclosures in mobile device insurance and for improperly bundling such insurance with other products; the matter was resolved by consent order.
What does BBB show for Asurion?
As displayed on October 14, 2026, BBB shows an accredited A+ file for Asurion in Nashville with 1,322 total complaints in the last 3 years and 395 filed in the last 12 months, and says Asurion would like to speak with the consumer before a complaint is filed but that this is not a requirement; the reviews tab shows 4.81 out of 5 from an average of 10,000 customer reviews.
What does Trustpilot show for Asurion?
As displayed on October 14, 2026, Trustpilot shows 4.6 from 115,103 reviews for asurion.com on a claimed profile with a paid subscription; the page says the company invites its customers to review and shows 4,644 reviews in the last 12 months. Trustpilot says it does not fact-check reviews.
Where can I take an unresolved Asurion insurance complaint?
Beyond Asurion's contact page, readers can contact the insurance department of their state (the New York order describes wireless equipment insurance under that state's Insurance Law; DFS issued the 2020 order above), their state attorney general, or the FTC at reportfraud.ftc.gov, and can use the card issuer's dispute process.