Asurion Customer Reviews & analysis

• Overall Rating: 6.5/10
• Detailed Analysis of Customer Reviews
• Positive Reviews
• Negative Reviews
• Comparison of Review Sources
• How This Report Helps Customers
• Recommendations for Asurion
• Best Alternative Companies

Asurion is a leading provider of device insurance, warranty, and technical support services, headquartered in Nashville, Tennessee. For over 25 years, the company has offered protection plans for smartphones, tablets, laptops, and home appliances, including its Asurion Home+ plan, which covers a wide range of household electronics. Asurion partners with major retailers like Amazon, Walmart, and carriers like Verizon to provide coverage for loss, theft, damage, and technical support, aiming to deliver peace of mind through efficient claims processing and customer service.

Company Website: www.asurion.com

Overall Rating: 6.5/10

Based on an aggregated analysis of multiple review platforms, Asurion earns a moderate rating of 6.5 out of 10. While many customers praise its quick claims processing and helpful technical support, persistent issues with customer service, claim denials, and replacement device quality temper its reputation.

Detailed Analysis of Customer Reviews

Positive Reviews

• Efficient Claims Process: Many customers report a seamless claims experience, with replacements delivered within 1-2 days. For example, a Trustpilot reviewer noted receiving a new iPad the day after filing a claim, praising the “wonderful customer service”. Another user on ConsumerAffairs highlighted a TV replacement within a week, describing the process as “well worth the monthly premium”.

• Helpful Technical Support: Asurion’s tech coaches receive consistent praise for patience and expertise, especially for seniors. A Trustpilot review described a technician guiding a senior through phone setup, earning “10 stars” for clarity and support. Sitejabber reviews also commend tech support for resolving complex issues remotely.

• Comprehensive Coverage: The Asurion Home+ plan is valued for covering multiple devices, regardless of purchase location. A ConsumerAffairs user saved $40 compared to third-party repairs, calling it a “win” for home electronics coverage.

• Professional Staff: Customers frequently highlight courteous and knowledgeable representatives, with names like Aly and Monicanatalia mentioned for resolving issues quickly via chat or phone.

Negative Reviews

• Poor Customer Service: A significant portion of complaints focus on unhelpful customer service, long hold times, and a lack of resolution. A PissedConsumer review detailed a year-long unresolved phone claim with two defective replacements and no refund, describing it as a “nightmare”. Another user on Reviews.io reported driving 1.5 hours for a repair, only to face issues due to Asurion’s system errors.

• Claim Denials and Technicalities: Customers often cite claim rejections due to unclear policy terms or minor device issues. A Reddit user complained about a $645 deduction for a small camera lens crack during a Samsung trade-in, calling it unfair. Reviews.io also noted denials for issues already covered by manufacturer warranties, leading to perceptions of redundancy.

• Defective or Inadequate Replacements: Replacement devices are a common pain point, with reports of locked, outdated, or faulty phones. A Trustpilot reviewer received a replacement phone that failed to charge properly, requiring another deductible payment. Another on Reviews.io received a “trash” replacement that couldn’t receive texts.

• High Costs and Transparency Issues: High deductibles ($99-$275) and unexpected fees frustrate customers. A PissedConsumer review described a $300 refund never received after returning a device, with Asurion blaming different departments. Social media posts on X echo this, with users calling Asurion’s warranty a “waste of money.

Comparison of Review Sources

• Trustpilot (4/5 stars, 108,949 reviews): Asurion scores highly with 4 stars, driven by positive feedback on quick replacements and helpful tech support. However, negative reviews highlight claim denials and defective devices.

• Sitejabber (4.7/5 stars, 11,912 reviews): One of the highest ratings, emphasizing fast service and friendly customer support. Negative comments focus on sales pressure and occasional delays.

• ConsumerAffairs (3.5/5 stars, 37,950 reviews): Mixed reviews, with praise for Home+ coverage but criticism for claim rejections and poor communication.

• Reviews.io (1.16/5 stars, 334 reviews): A low score reflecting dissatisfaction with replacement quality and customer service limitations, particularly for repairs requiring in-person visits.

• PissedConsumer (1.4/5 stars, 2,663 reviews): Highly negative, focusing on unresolved claims, data loss, and perceived fraud. Only 38% would recommend Asurion.

• ProductReview.com.au (2.3/5 stars, 265 reviews): Australian reviews are critical, especially of trade-in processes, with accusations of undervaluing devices or claiming damage not present.

• Reddit and X: Social media reflects strong negative sentiment, with users calling Asurion a “scam” or unreliable for claims (,,). However, these platforms lack the volume of structured reviews.

Analysis: Trustpilot and Sitejabber show higher satisfaction due to larger sample sizes and focus on positive experiences, while Reviews.io and PissedConsumer capture more detailed complaints, skewing negative. Social media amplifies dissatisfaction but lacks context. Asurion’s BBB A+ rating suggests responsiveness to complaints, though customer-facing issues persist.

How This Report Helps Customers

As a consumer, this analysis equips you with a balanced view of Asurion’s strengths and weaknesses. If you’re considering Asurion for device protection, you’ll benefit from understanding its efficiency in straightforward claims and robust tech support, especially for complex setups. However, be cautious of potential issues like high deductibles, claim denials, or replacement quality. This report helps you weigh whether Asurion’s plans align with your needs, especially for high-value devices or households with multiple electronics. By comparing review sources, you can make an informed decision and avoid surprises.

Recommendations for Customers:

• Read Policy Details: Review the terms of coverage, including deductibles and exclusions, to avoid unexpected costs or denials.

• Document Everything: Keep records of communications and device conditions, especially for trade-ins or repairs, to contest disputes.

• Use Online Chat: Many customers report faster resolutions via Asurion’s chat support compared to phone calls.

• Check Manufacturer Warranties: Ensure Asurion’s plan adds value beyond existing warranties, as some issues may already be covered.

• Consider Alternatives: If reliability is a priority, explore other providers with stronger customer service reputations.

Recommendations for Asurion

• Improve Customer Service Training: Enhance training for call center staff to reduce hold times and improve issue resolution. Empower agents to handle complex issues without escalation.

• Increase Transparency: Clearly communicate policy terms, deductibles, and replacement processes upfront to manage expectations and reduce disputes.

• Enhance Replacement Quality: Implement stricter quality checks for replacement devices to avoid sending locked, defective, or outdated units.

• Streamline Claims Process: Simplify the online claims system, addressing user complaints about clunky interfaces.

• Address Trade-In Issues: Revise trade-in evaluation processes to ensure fair assessments and faster responses, particularly for international customers.

• Avoid Over-Selling: Reduce pressure on employees to upsell, as this alienates customers and contributes to negative perceptions.

• Respond to Social Media: Actively address complaints on platforms like X to rebuild trust and demonstrate accountability.

Best Alternative Companies

• SquareTrade (Allstate Protection Plans): Known for affordable plans and high customer satisfaction, SquareTrade offers similar device coverage with fewer complaints about claim denials. Available through retailers like Amazon and Costco.

• Assurant: A competitor with a strong focus on mobile and home device protection, Assurant has a better reputation for customer service and claim resolution, though coverage options may be less comprehensive.

• AppleCare+ (for Apple devices): For Apple users, AppleCare+ provides direct manufacturer support, often with faster repairs and higher-quality replacements, though it’s limited to Apple products.

• Geek Squad (Best Buy): Offers protection plans with in-store repair options, praised for accessibility and reliability, particularly for home electronics.