Hello, I was reading you story about your experience with carrier insurance @pamhampton im sorry you are going through this. I have been in your shoes before and the process with carrier insurance can be awkful! I highly recommend buying your devices and getting insurance through Apple (if you are a apple user) They have the same offers as you would in any carrier store, they accept trade ins and most importantly their insurance is way better! It covers accidental damages, gives software and hardware troubleshooting support right inside their stores!! Its a less stressful process, CHEAPER and you get better support!! If your sons phone is a apple product, go visit the genius bar.. you’re still under limited warranty and they do repair/replacements on the spot. Then, cancel carrier insurance and get AppleCare + ! But its not a apple product then im sorry.. Going to Apple is the only solution, because they are taking away repairs and replacements from Apple Authorized Service Provider
I’m actually going through the same thing right now and its frustrating. The claim was filed again. They told me my device was not covered when I’m still paying for the 360 protection on 2 devices! I think i will switch to Verizon too, since i moved from AT&T to T-MOBILE. It’s going to be same the experience with Verizon, and their insurance provider is Asurion. You won’t win with either carriers.
This happened to me one time when I was helping a customer file a claim for stolen Galaxy S10. I had to put the IMEI of the S10 into the claim (mytmoclaim.com) and had the customer enter all their information and pay the deductible only to find out they canceled the claim because he put the sim card into a different phone to use until he got the replacement. It was a whole mess, and the poor customer had to refile three times, and finally got his replacement phone after pushing his claim through to the supervisor. It was a nightmare experience for the techs working for Assurant and the customer.
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