I filed a claim with Assurant in early February 2020- they denied it at first then after another call they approved it. I received the replacement and returned my damaged phone on 2/7/2020 via USPS using the label they provided. I called after receiving the second notice that the phone was not received as it should have been delivered by then. Turns out it had been delivered on 2/11/2020, but there was no phone inside the envelope. I called Assurant and was told that the envelope was sealed, but that the ends were opened. Sounded to me like the way they probably open these when they arrive and process the claim. Regardless, they said i would have to file a claim with USPS and that if they did not find the phone i would be charged non returned fee for it. I asked them to share there notes with me, so that i could use them when filing a claim with USPS, she said she could not. I asked that the call be escalated and the manager proceeded to tell me that was correct and that USPS has a contact with them and they could share information directly with them. At this time she also said that the envelope was not opened, but referenced tampered claim.As requested I have submitted the claim with USPS, but we are almost at the 30 day mark so they will be passing a fee to T-Mobile and 15 days later it will be billed and they can not undo it even if USPS finds the phone. To say i am unhappy with Assurant is an understatement as they are going to charge me up to $600 for the damaged phone that i know was returned.I have been a long time custom with T-Mobile and have had a couple of claims over the years and have had no issues with the damaged phone being received by Assurant. I do not want them to pass a charge over to T-mobile for something that i know is incorrect. I am asking T-Moble to review my account and help me resolve this with Assurant.

I am going through similar issues and I notice no rep has replied to your questions and concerns here. I do not recommend this company to anyone after the treatment I have had, and experience with system glitches, poor paper trails, people breaking policies to cover their mistakes. We as customer is paying the price. Its sad bc they have protocols in place to show it the phone is being used still, where, by what company est. So if it was never reactivated then clearly the phone is of no use to the claim filer and it would make no since as to why the phone was not returned on the customers end back to the insurance company. Why would we want those fees for a phone we can't use?

Im dealing with the same problem right now. I returned it and they are saying it wasn't in the package. Usps says I cant file a claim because insurance for the package wasnt purchased or available to purchase. They are trying to stick me with a 575 dollar device non-returnable fee. Im getting a lawyer. This is extortion brought on by a large company that thinks they can get over on hardworking Americans that need there services!

Husband put my damaged device in a drop-box at a post office and it has been lost from there. This was at the very beginning of Feb. 2021. We have been stuck with a $500 charge for the damaged device not being received. The tracking # they provided is no help and doesn't come up with anything at all with USPS. The person I spoke to on the phone for USPS said that the tracking number didn't come up with any information at all which was very odd for a prepaid label. She said that normally prepaid labels have some kind of either origin info or at least some info on where it is supposed to be shipped to. I called Assurant and they confirmed that it was the same tracking # they have on file for the damaged device they claim not to have received. They have said that the charges are valid since it isn't showing the device in their warehouse or in transit with USPS. USPS says there's nothing more I can do since I filed a missing mail request a month ago that hasn't turned anything up. When I straight up asked the Assurant rep "So I'm going to have to pay for a device that I no longer have because the post office lost it before it could be scanned" they just said yes. It feels like there's something really fishy going on with that. I also received the replacement device at the end of January, but it says that my claim was approved April the 2nd, which was 2 days before I filed the missing mail report. But they say that they still don't have the device. Weird that it would be approved a full two months after I had received the new device and sent the damaged one back. I will no longer be using any phone insurance so long as it's through Assurant.

I filed a claim for a cracked screen in Feb. 2021. The claim was approved and I was sent a new (most likely refurbished phone). This, after I paid a $99 deductible, not to mention hundreds of dollars in insurance premiums, over the years.A week after I shipped my old phone back to Assurant via USPS, in the Assurant prepaid envelope that they had sent me, I checked the tracking number on the USPS site. The package had been delivered. I thought no more about the matter.About a week later I received a letter from Assurant, saying that they had not received my package. I called them, and gave them the tracking number and delivery date. The rep thanked me and said that he would take care of the situation.This was back in Feb. Heard not a thing more about it, until now. On my May bill from T Mobile, I have a charge of $510 from Assurant for the old phone that I sent back to them in Feb.I called T Mobile immediately, asking what the charge was for. The T Mobile rep said that he would transfer me to somebody who could help. He transferred me to Assurant!I was then told, by the Assurant rep that they had found the package, but that there was no phone inside. So, the EXACT same story that I am reading all over the internet, as well as on this site, concerning this company.Assurant says that they have opened a new investigation, and it should be complete in 3 days. What this means, I have no idea, but guess I will find out. Outrageously, they want me to call them back after 3 days, to find out the results of the investigation.I have contacted a lawyer, who after seeing all of the EXACT same complaints from, literally, hundreds of people on the internet, is considering a class action law suit.I have also contacted my representatives in the U.S. Senate, in the U.S. House of Representatives, my State Legislators, and have filed complaints with my state's consumer protection bureau, as well as the Better Business Bureau.

Assuring said there was no phone in my box aswell they charged me 860! And T-Mobile won't help

Assurant Damaged Device Returned - Not Recived

YOURFACE
Roaming Rookie
Hace 4 años
psmckelvey wrote:

I filed a claim with Assurant in early February 2020- they denied it at first then after another call they approved it. I received the replacement and returned my damaged phone on 2/7/2020 via USPS using the label they provided.

I called after receiving the second notice that the phone was not received as it should have been delivered by then. Turns out it had been delivered on 2/11/2020, but there was no phone inside the envelope.

I called Assurant and was told that the envelope was sealed, but that the ends were opened. Sounded to me like the way they probably open these when they arrive and process the claim. Regardless, they said i would have to file a claim with USPS and that if they did not find the phone i would be charged non returned fee for it. I asked them to share there notes with me, so that i could use them when filing a claim with USPS, she said she could not. I asked that the call be escalated and the manager proceeded to tell me that was correct and that USPS has a contact with them and they could share information directly with them. At this time she also said that the envelope was not opened, but referenced tampered claim.

As requested I have submitted the claim with USPS, but we are almost at the 30 day mark so they will be passing a fee to T-Mobile and 15 days later it will be billed and they can not undo it even if USPS finds the phone. To say i am unhappy with Assurant is an understatement as they are going to charge me up to $600 for the damaged phone that i know was returned.

I have been a long time custom with T-Mobile and have had a couple of claims over the years and have had no issues with the damaged phone being received by Assurant. I do not want them to pass a charge over to T-mobile for something that i know is incorrect. I am asking T-Moble to review my account and help me resolve this with Assurant.

Tmobile couldnt do anything for me but close my account for delinquency which went to collection because i refused to pay for my phone a second time.
Its stupid because I filed a lost/stolen claim before my last claim, paid the same deductible and got my replacement with no hassle.
Lesson learned. Always file as lost/stolen device when you need a replacement. Any other claim is just a trap!
ashaj
Newbie Caller
Hace 4 años
same thing happened to me . I filed a claim in Feb 2021 damaged phone and shipped it to assurant with the same prepaid label and tapped it up. it shows delivered March 12th to their warehouse. it's now June and I was billed 500.00 in May from tmobile stating they didn't receive the device. I called tmobile and they had me speak to assurant and they stated that they got the package but no phone inside??? they stated there was nothing that could be done and now my phone bill has skyrocketed . I feel like I'm being treated like a criminal. I had my act for 6 years and never had anything like this happen. I'm seeing the same exact stories online and now I'm concerned.
Not_Happy1
Roaming Rookie
Hace 2 años
I ended up getting this all straightened out without having to pay anything. Assurant tried to hit me with the charge on my T-Mobile bill so I called customer service and immediately asked to be transferred to a manager. The manager that answered couldn't have been any better. After I explained everything to her she called assurant and got to a second or third tier manager there and told them that, given my account history and time with the company, T-Mobile wasn't going to let me get stuck holding the bag. She left me to talk to the Assurant manager and I asked if there were cameras overlooking the receiving department. She said yes so I asked if they would send me the footage from the day my package was received so I could include it with a mail fraud complaint. About 2 minutes later all was forgotten and the charge was removed from my bill.
Don't give up and, for the love of God, do not try to get anywhere with the first person who answers the phone when you call. Demand that they connect you with a manager. If that person can't help, demand another manager. I bet I spent a total of three hours on the phone but I finally got high enough on the food chain that I got it dealt with. That's been the case with a couple of issues I have had with them. Keep pestering until you get someone with the stroke to handle your problem.
Also, from the tone of the conversation I had with the T-Mobile manager, they are well aware that there is a serious problem with Assurant but you have to keep in mind that they, on their level, have no say in who T-Mobile corporate decides to do business with. I was polite and didn't blame or yell at the manager and she went out of her way to help me out. Be firm, but nice.
frqtflyer
Newbie Caller
Hace 2 años
I HAVE THE SAME PROBLEM WITH TMOBILE. IN MAY 2023, I HAD A HANDSET WARRENTY EXCHANGE. I GOT THE REPLACEMENT. I RETURNED THE DEFECTIVE PHONE. TMOBILE HAS THE NERVE TO SAY I DID NOT RETURN THE CORRECT PHONE. I DID RETURN THE CORRECT PHONE. NOW MY ACCOUNT HAS BEEN BILLED $845.45. THIS IS OUTRAGEOUS. THIS IS SCREWING UP MY CREDIT REPORT. I HAVE SPENT 40 HOURS OVER 6 WEEKS ON THE PHONE WITH TMOBILE'S REPS. EACH PRMOMISED TO RESOLVE THE ISSUE, AND EACH PROMISED TO CALL ME BACK. ALL WERE EMPTY PRMOMISES. NOBODY FIXED THE ISSUE, AND NOBODY HAS EVEN TRIED TO CALL ME BACK. I AM A SENIOR CITIZEN, ON A FIXED INCOME. I DO NOT HAVE EXTRA MONEY TO PAY FOR A PHONE THAT I ALREADY RETURNED ON TIME. I NEED HELP. I HAVE RUN OUT OF OPTIONS. ONE SO CALLED "MANAGE", CALLED ME A LIAR. HE SAID THAT I NEVER RETURNED THE PHONE. IS THIS HOW YOUR LOUSY COMPANY TREATS A LOYAL CUSTOMER FOR OVER 20 YEARS? I THINK NOT. TMOBILE HAS TO MAKE THIS RIGHT. I HAVE NO CHOICE BUT TO SUE THIS POOR EXCUSE FOR A COMPANY. HOW DARE YOU TREAT ME SO HORRIBLY!!!!!!!!!!!!!!! SHAME ON YOU TMOBILE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
walshmd
Newbie Caller
Hace 2 años
Complaining to the BBB is the way to go. There's a whole resolutions department that fields Better Business Bureau complaints. This is not uncommon -- though whoever is in charge of warehouse operations does not seem to have this issue on their radar/care about it as its been going on for years.

I complained to the BBB and the matter was resolved within days.

From now on, always get some sort of receipt with the weight of your package if needing to send a device back.
Mcglothenclan
Newbie Caller
Hace 4 años
I'm dealing with this exact issue. Assurant logged the package received feb 20, 2021 but has not processed refund. I have been speaking to tmobile for months and then this week Assurant said they are putting trace on it. She said just because they logged package doesn't mean a phone was in it. Wtf are you kidding me. Now Iam waiting for them to find response from tracer, allegedly next week. I'm over this. If they come back with nothing was in package I will lose it. I have been a loyal customer for years. I will change to another carrier, even if my bill goes up.
meself
Transmission Trainee
Hace 4 años
There's another company who is questionable as well . I would contact the state attorney general office file complaint and also with the better business bureau
Wa87
Newbie Caller
Hace 4 años
I have been with T-Mobile for 10 years I have traded in my phone with Assurant multiple times I have never had a problem besides them sending faulty phones to me they will not do any do anything pass checking their database for the package that was sent they cannot find mine They are charging $300 on top of my regular phone bill they will not help. I sent the phone I followed the instructions how's the liability on me how come I have to call the USPS station if I followed their direction canceling our over $300 a month account because if they don't care about me I will not be a part of their service
ashaj
Newbie Caller
Hace 4 años
Wa87 wrote:

I have been with T-Mobile for 10 years I have traded in my phone with Assurant multiple times I have never had a problem besides them sending faulty phones to me they will not do any do anything pass checking their database for the package that was sent they cannot find mine They are charging $300 on top of my regular phone bill they will not help. I sent the phone I followed the instructions how's the liability on me how come I have to call the USPS station if I followed their direction canceling our over $300 a month account because if they don't care about me I will not be a part of their service

try to submit a better business bureau claim to assurant they will fix it then. Goodluck sorry to hear this. my claims and credit has been refunded
Valiru
Newbie Caller
Hace 4 años
Absolutely all valid comments. Exactly same thing occurred to me: phone screen cracked- used my insurance to replace (because thats what its there for!)- sent in phone- assurant/ tmobile claiming they did not receive it even though there is proof through ups (the prepaid package TMOBILE/assurant) that it was delivered and signed for! - now going through the process of them "attempting" to find it.
i have contacted the better business bureau. I will not pay the $700 they want me to pay (it is not my liability to find a phone i Sent them!)
do not let assurant inc. get away with this! It is not your responsibility that they do not have a way to to receive and processes phones and cannot keep accountability of their own items!

(i am still going through the process if anyone has suggestions i am all ears)