I lost my iPhone 4s 64gb on a Saturday night/Sunday morning during an outting with friends. I immediately stop my services when I was able to.
Sunday afternoon, I then call the phone company to make my claim & get connected to Asurion. The representative from Asurion took down the information, then advised that she will need to ask me series of security questions that of which she doesn't have access to the correct answers. Puzzled; I still answer the question as needed. The representative advises me that I need fill out an affidavit alone with some additional information.
Come Tuesday, when I'm able to access the necessary documents, I file my claim as instructed. Then I waited for 24 hours for a phone call or email response as instructed. After waiting the amount of time instruct, I did not receive a call or email response. I call to a follow-up & the representative advised that I did not send in an appropriate "Proof of Ownership." I then go to the AT&T store to get the right documents and re-submit the proper paperwork. Then I wait again.
Thursday, no response, so I call Asurion to follow up. The representative advises me that I'm still missing some documents. I told her that I re-uploaded all the documents so that Asurion would have all the documents together. She then places me on hold to check to see if the documents were received. She comes back on the phone to tell me that the documents were received and that she needs to put me on hold once again to see if she can get an adjuster to look at my claim since I've already submitted the documents twice. Shortly there after, an adjuster gets on the phone with me & advises me that my claim is denied due to "miss use of insurance." Puzzled and confused; I asked what does that mean. The adjuster said, that is all she can tell me & to call the phone company. Only to go back & forth with phone company & the unhelpful Asurion. Each time I call back to Asurion, they give me, denied because "suspicious activity, someone else is claiming on the same phone as you."
This is a wrongful decision on Asurion's part. I pay the monthly service fee for the phone insurance. I' the rightful owner of the phone & should get a replacement. Asurion did not give me an alternative to prove I'm the rightful owner nor are they trying to work with me. Answer is just "DENIED."
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