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I am one of thousands running into issues with the third party company Asurion denying a legitimate insurance claim with a device. 

On Dec 18, 2023 I accidently dropped my phone and got two little holes in the screen. I started a claim right away. Asurion denied this claim for not  seeing “Air Time (phone call)” on the device.

I started a new claim confirming I had a phone December 17, 2023 on that device. 

That claim was denied. 

Of course, the device screen went black December 20, 2023 while I was using it for communicating with my friend, and as well as a women on Facebook marketplace

I started another claim but also went through the Better Business Bureau (they were just as useless).

Asurion then tried to claim via the Better Business Bureau that I was using a different device with my SIM card the day I dropped the Samsung. 

I did switch the SIM to my TCL Flip 2 on December 22, 2023 to be connected to people but only because I had no phone to use with the Samsung broken. 

Asurion still has not offered me my coverage I paid into and the Better Business Bureau did not as for hard evidence from Asurion and sided with the company.

I would like a replacement or the money I paid into the insurance reimbursed.

I would also like to see Telus and its other companies stop using Asurion as it only cheats Telus/Koodo customers out of $$ every month for a service they are not going to honour. 

As it stands I had to get a new device to stay connected on the go. (The TCL Flip 2 is not a smart device).

Did your Device Care Complete plan had accidental damage coverage in it? From your description, they denied because the phone was broken by customer.

Anyway, from your description, I don’t think I got the full picture of all communication between you & Asurion and Koodo. It would be nice if you can show us your support document from either Koodo and Auseron to support the claim. A timeline of events should also help.

Hi @Patricia Ellen Bartlett 

We are sorry about this experience! 

We were unable to identify your account based on your community profile.

We have just sent you a PM, so we can further look into it, please check it out when you get the chance, thanks! 

The point of private insurance is to deny claims.  Any kind of extended warranty or insurance is to make money.  If they didnt make money they wouldn’t sell it.

I have had a horrible time with various kinds of insurance or extended warranties.  They do a great job selling them, but they tend to over promise, change terms, etc and fairly often fail to live up to their promises.

I would never recommend device care.  You are better off getting a more expensive case

And a tempered glass screen protector. They’ll often crack in place of the screen during a fall. I almost never recommend insurance for this reason.

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