Independent profile. Not owned, sponsored or endorsed by Asurion.
Asurion Reviews & Complaints
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. Claims usually must be reported within 60 days, the deductible is paid when the claim is filed, and a replacement may be refurbished. In 2020 New York DFS imposed a $4,000,000 penalty on two Asurion entities over insurance disclosures and bundling, and a 2007 class settlement in Florida changed how Asurion discloses refurbished replacements and deductibles. Consumer complaints and lawsuits are allegations unless a court or regulator states a finding.
Company Information
- Legal name
- Asurion, LLC
- Founded
- 1991
- Business type
- Technology protection, device insurance administration, claims and repair company (mobile phone, home tech and appliance protection plans sold mainly through carriers and retailers) headquartered in Nashville, Tennessee
- Website
- asurion.comSource: Asurion contact page, checked 2026-11-02
- Headquarters
- Nashville, TNSource: BBB profile for Asurion, Nashville, business address, checked 2026-11-02
Asurion's Terms of Use name Asurion, LLC as the operator of its website and give a Legal Department address at 140 11th Ave. North, Nashville, TN 37203. BBB lists the Nashville headquarters as a BBB Accredited Business rated A+, with a business start date of May 2, 1991, and New York DFS describes two Asurion affiliates as licensed property/casualty agents and independent adjusters. Because Asurion runs protection plans mostly through wireless carriers and retailers, many people first see its name on a carrier bill or claim page.
The record also includes regulatory and court history. In 2020 New York DFS imposed a $4,000,000 penalty on two affiliates, Asurion Insurance Services, Inc. and Asurion Protection Services, LLC, under a consent order over brochure disclosures and discounted bundling. A Florida class action over refurbished replacement phones and the deductible ended in a court-approved settlement in 2007, and a California class action over how the insurance was sold to T-Mobile customers reached a $4.2 million settlement that went to a final approval hearing in 2016. BBB lists 1,347 complaints filed in the last 3 years, and many consumer accounts describe disputes over deductibles and replacement devices.
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Reviews & Complaints on USAComplaints
USAComplaints currently maintains 111 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 on this page.
- 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
Show 15 more on this page
- 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
Had an experience with Asurion? Tell other people what happened.
Submit a ComplaintContacts
- VerifiedOfficial websiteasurion.com ↗
Corporate & press
- VerifiedContact page (support, press, partners)asurion.com/about/contact-us ↗
Reference numbers (not support lines)
- Listed by BBBAsurion company line listed by BBB (claim lines differ by carrier)(615) 837-3000 2 complaints mention this number
Other contacts
- VerifiedStart or track a claimasurion.com/claims ↗
Locations
- Headquarters1101 Church St Nashville TN 37203
- Mailing address140 11th Ave. North Nashville TN 37203
Asurion claims, deductibles and cancellation: what Asurion's own pages say
The rules below come from Asurion's own claim and FAQ pages. Your plan's terms, set by the wireless carrier or retailer that sold it, decide your actual coverage, so read them alongside this summary.
Who does what. With a carrier plan, the carrier sells the coverage and bills it monthly, while Asurion handles claims, replacements and repairs. Asurion's mobile FAQ says the list of covered devices depends on your wireless provider's specific program, and eligibility and price are set there too.
Filing a claim. Claims are started at asurion.com/claims, where you choose your carrier. Have ready your carrier, the device make and model, a description of what happened, a billing and shipping address and a way to pay the deductible. The FAQ says claims usually must be reported within 60 days of the date of loss, and that most carrier programs allow two or three claims in 12 months. Enrollment is usually only possible within 30 days of activating or upgrading the device.
Deductible. The deductible is paid when the claim is filed; Asurion says it is required to complete the claim and ship the device.
Replacement device. Asurion aims to send the same make and model, but says some models may not be available, a claim may be filled with a new or refurbished device, color, brand, model and features may differ, and accessories may not fit.
Returning the old device. A damaged or defective device must be sent back within 10 to 15 days, using the prepaid label that comes with the replacement, to avoid a non-return charge; the exact period depends on your carrier's program. The return rule does not apply when the device was lost or stolen. Keep the shipping receipt and tracking number.
Read the rest of this section
Cancelling a claim. Asurion says you may be able to cancel a claim by contacting it with the claim ID or the wireless number on the device, that most policies allow cancellation if it is reported within a few days, and that the policy terms decide. Cancelling the plan itself is done under the carrier's or retailer's program that sold it.
If the dispute is not resolved. Contact Asurion first through its claim page or its contact page, giving the claim ID, carrier and phone number on the plan. Then, if needed:
- For phone insurance, file a complaint with the insurance department of your state; the NAIC lists every state department at content.naic.org/state-insurance-departments. New York DFS, for example, regulates wireless equipment insurance under the state Insurance Law.
- For a service contract or protection plan that is not insurance, contact your state attorney general's consumer office.
- If the plan is billed by your carrier, raise the charge with the carrier as well.
- For a deductible or non-return fee paid by credit card, send the card issuer a written billing-error dispute within 60 days after the statement showing the charge; the Fair Credit Billing Act sets that deadline. Debit card charges follow different rules, so contact your bank promptly.
- You can also file with BBB, which forwards complaints to Asurion, and report deceptive practices to the FTC at ReportFraud.ftc.gov.
Complaint record: BBB, Trustpilot and this site's archive
BBB. The BBB file for Asurion's Nashville headquarters shows a BBB Accredited Business, accredited since March 27, 2008 and rated A+, with 1,347 complaints filed in the last 3 years, 414 of them in the last 12 months. Customer reviews on the file average 4.81 out of 5 from 19,565 reviews. Asurion's note on the file asks to speak with the consumer before a complaint is filed, adds that this is not required, and asks complainants to give the name of the phone carrier, the phone number on the plan and an alternate contact number.
Trustpilot. The asurion.com profile, which Asurion has claimed, shows a TrustScore of 4.6 from 115,309 reviews.
Complaints on this site. 111 published complaint reports are linked to this profile. Almost all are about phone insurance sold through wireless carriers, and some name the claim website phoneclaim.com or Asurion's warranty companies. The problems they describe most often are the deductible charged at claim time, refurbished or different replacement phones, replacements that arrived defective, denied claims, long hold times and charges for an old phone said not to have been returned. Each post is one consumer's account, not a finding, and Asurion's side is not included.
BBB, Trustpilot and this site count different things, so their figures are not added together.
New York DFS consent order, February 2020
On February 26, 2020 the New York State Department of Financial Services announced that it had fined Asurion Insurance Services, Inc. and Asurion Protection Services, LLC $4,000,000 for inadequate consumer disclosures in insurance for mobile phones, tablets and other wireless equipment, and for improperly bundling that insurance with other products. DFS describes Asurion as a New York-licensed insurance producer that packages insurance programs and writes brochures for wireless equipment sellers; the release names Sprint, Verizon, AT&T, Cricket and Metro as its clients.
What DFS found. According to the consent order, Asurion's brochures did not adequately describe policy exclusions, did not disclose that holders of third-party service contracts could get premium credits, and did not adequately disclose how Asurion was paid. Asurion also discounted other products sold together with the insurance, which DFS treats as an improper inducement to buy it. The order states that the two companies had been on notice since at least January 3, 2018, when DFS published Insurance Circular Letter No. 1 on wireless equipment insurance, and that they did not comply with the laws it cited for over a year after it was published. The circular letter also requires sellers to disclose any fee charged when a customer does not return the old device after a replacement.
What Asurion agreed to. Asurion agreed to the order instead of a formal hearing. Paragraph 24 requires it to pay the $4,000,000 penalty, and paragraph 23 requires it to comply with the cited Insurance Law provisions within 90 days. DFS says Asurion submitted amended materials as part of the settlement.
The order covers sales disclosures and bundling in New York. It does not deal with how individual claims were handled.
Court records
Perez v. Asurion Corp., S.D. Fla., No. 06-20734-CIV. A nationwide class action alleging that Asurion misrepresented the terms of its wireless phone protection programs and filled some claims with refurbished phones worth less than the deductible. Under the settlement, preliminarily approved on January 23, 2007, Asurion agreed to disclose that claims may be filled with refurbished equipment and that the deductible is non-refundable, to change its claim procedures so a replacement phone is not worth less than the deductible, and to provide $1.5 million in phone cards to class members. The court held the final fairness hearing in June 2007 and issued its published opinion on July 26, 2007 (501 F. Supp. 2d 1360).
Cole v. Asurion Corp. and T-Mobile USA, C.D. Cal., No. 06-cv-6649. A class action filed on October 18, 2006 alleging that Asurion phone insurance sold to T-Mobile customers in California was misrepresented. In April 2010 the court certified a class of these customers on the misrepresentation claims and denied certification of the separate policy-switching claims (267 F.R.D. 322). The parties later agreed a $4.2 million settlement for California customers who bought the coverage through T-Mobile between August 1, 2003 and April 2, 2008. The court preliminarily approved it in November 2015, and the settlement was presented for final approval at a hearing in February 2016.
Asurion entities are also defendants in individual federal lawsuits, including employment cases. A lawsuit is an allegation until a court decides it.
Court & Public Records
In the Matter of Asurion Insurance Services, Inc. and Asurion Protection Services, LLC (New York DFS consent order)
SettledAdministrative consent order, not a court case, agreed in lieu of a notice-and-hearing proceeding. In its findings DFS states that the respondents offered impermissible inducements by discounting other products bundled with wireless communications equipment insurance and that their brochures failed to adequately describe policy exclusions, disclose premium credits for holders of third-party service contracts and disclose producer compensation, in violation of Sections 2131 and 2324 of the New York Insurance Law and Regulation 194. Paragraph 23 requires compliance with those provisions within 90 days; paragraph 24 requires a $4,000,000 penalty paid to the Department within ten business days.
About Asurion, LLC
Asurion, LLC, based in Nashville, Tennessee, provides protection plans, repair, installation and tech support for phones, smart home devices and household appliances. By its own account it has more than 18,000 employees and more than 700 repair locations, and it names Verizon, AT&T and Samsung among the brands whose products it protects. BBB gives May 2, 1991 as the business start date.
Most people meet Asurion through a wireless carrier or retailer: the carrier sells the protection plan and adds it to the monthly bill, and Asurion handles the claim and sends the replacement or repair. New York DFS describes two Asurion entities, Asurion Insurance Services, Inc. and Asurion Protection Services, LLC, as licensed property/casualty agents and independent adjusters based in Nashville that package insurance programs for wireless equipment sellers. Asurion also runs the uBreakiFix repair stores and sells its own plans, such as Asurion Home+ and Asurion Appliance+.
Domestic & General. On October 8, 2026 Asurion announced it had completed its acquisition of Domestic & General, an appliance-protection provider serving the UK, Europe and other markets. Asurion says D&G keeps its own brand and that there are no immediate changes to how either company serves customers or partners. Financial terms were not disclosed.
Company Relationships
- Affiliated withAsurion Insurance Services, Inc.
- Affiliated withDomestic & General
Related Complaints
Names this company in a role other than the primary subject — not necessarily current or complete.
Frequently Asked Questions
Who is Asurion and why is it on my carrier bill?
Asurion, LLC of Nashville, Tennessee runs device protection plans for wireless carriers and retailers, and names Verizon, AT&T and Samsung among its partners. If you added device protection when you bought or upgraded a phone, the carrier bills the plan monthly and Asurion handles the claims, replacements and repairs. Which devices are covered, and at what price, is set by your carrier's program.
How long do I have to file an Asurion phone claim?
Usually 60 days from the date of loss, according to Asurion's mobile insurance FAQ. The exact deadline is in your carrier's program terms, so check them and file as soon as you can.
Is there a limit on how many claims Asurion will accept?
Asurion's FAQ says most of its wireless carrier programs allow two or three claims in any 12 months. The limit for your plan is set in your carrier's program terms.
Will Asurion send a new or refurbished phone?
It can be either. Asurion's FAQ says it aims to send the same make and model, but a claim may be filled with a new or refurbished device, and the color, brand, model and features may differ; accessories are not guaranteed to fit.
Can I cancel an Asurion claim?
Often, if you act quickly. Asurion says you may be able to cancel a claim by contacting it with your claim ID or the wireless number on the device, and that most policies allow a claim to be cancelled if this is reported within a few days. Your policy's terms decide.
Does Asurion charge if the old device is not returned?
It can. Asurion's FAQ says a damaged or defective device must be returned within 10 to 15 days, with the prepaid label sent with the replacement, to avoid a non-return charge; the exact period depends on your carrier's program. The rule does not apply to a lost or stolen device. Keep the shipping receipt and tracking number until the claim is closed.
When is the Asurion deductible paid?
When you file the claim. Asurion's FAQ says the deductible is paid at the time a claim is filed and is required to complete the claim and ship the device, so have a payment method ready when you start the claim.
Can a phone be enrolled in Asurion coverage after purchase?
Usually only within 30 days of activating or upgrading the device, according to Asurion's FAQ. Your wireless provider confirms whether your phone is still eligible.
What was the New York DFS order against Asurion?
On February 26, 2020 New York DFS announced a $4,000,000 penalty against Asurion Insurance Services, Inc. and Asurion Protection Services, LLC under a consent order. DFS found that Asurion's brochures for mobile device insurance did not adequately disclose exclusions, premium credits and how Asurion was paid, and that it discounted other products bundled with the insurance. Asurion agreed to the order and submitted amended materials.
What does BBB show for Asurion?
BBB lists Asurion's Nashville headquarters as a BBB Accredited Business since March 27, 2008, rated A+, with 1,347 complaints filed in the last 3 years; customer reviews there average 4.81 out of 5. Asurion's note on the file asks to speak with the consumer before a complaint is filed, though this is not required; when you file, give the phone carrier's name, the phone number on the plan and an alternate contact number.
What does Trustpilot show for Asurion?
Trustpilot shows a TrustScore of 4.6 from 115,309 reviews for asurion.com, 4,505 of them in the last 12 months. Asurion claimed the profile in September 2016, pays for a Trustpilot subscription and has replied to 99% of negative reviews.
Where can I take an unresolved Asurion insurance complaint?
For phone insurance, the insurance department of your state handles complaints about claims and disclosures; the NAIC lists every state department at content.naic.org/state-insurance-departments. For a protection plan or service contract that is not insurance, contact your state attorney general's consumer office. If the plan is on your carrier bill, raise the charge with the carrier too. A deductible or fee paid by credit card can be disputed in writing with the card issuer within 60 days after the statement showing it, under the Fair Credit Billing Act; debit card charges follow different rules, so contact your bank promptly. BBB complaints and FTC reports at ReportFraud.ftc.gov are further options.
Sources (5)
Asurion (own site)
- Asurion About page asurion.com
- Asurion Website Terms of Use asurion.com
- Asurion press release on completing the Domestic and General acquisition asurion.com
Public records
Review sites