Assurant Nightmare

I have had an issue with Assurant since Thanksgiving! Initially, I changed the phone number of my wife's device (Samsung Galaxy S23 Ultra 512GB Version) due to unwanted harassment from people that had found her number somehow. She wanted them to stop calling, so the best option was to use the free number change. Okay. Great! Easy solution.

Shortly after, on Thanksgiving, the phone got dropped. It cracked the screen pretty badly, so I contacted Assurant to get the phone replaced. They declined the claim stating, "The device is not insured." So, I contacted T-Mobile as the device has been insured since purchase. A T-Mobile agent contacted Assurant several times over the period of about 3 days. Assurant stuck to it's guns stating the device is not insured, even though it is insured.

I finally made a BBB (Better Business Bureau) request to get the device replaced. A CEO representative contacted me from T-Mobile's Headquarters Office. After about a week of them talking back and forth with Assurant, they finally got Assurant to approve the claim using the old phone number.

I attempted to file the claim, but Assurant wanted me to drive 2 hours to have the phone brought in to an authorized repair shop for same-day repair. Mind you my deductible would be $107.17 if I bring it for repair or I get a replacement.  I told them I will not do that. It took until December 29 to get them to finally agree to ship out a replacement device. After painstakingly listening to the representative on the phone swear that, "If you zoom in on the page, there is a tin little spot where you can choose to have a replacement phone shipped." NOT ON THE PAGE! Just do it! Finally! Sheesh!

I get an email on December 31 that the shipment has been "Delayed." Oh boy! How I love reading, "We're sorry, but your device replacement has been delayed." No other information. It has been over a month! The phone she has is nearly unusable!

I wish T-Mobile could just get a handle on their insurer! If they did that, then this problem wouldn't occur. Just get it right!

At least give me a bill credit for the line since the line is practically unusable and it is not my fault that Assurant (T-Mobile's chosen insurance company, not my choice) is dragging its feet on the replacement. Something. Replace the phone personally if they care enough to. It's not my fault. Nor should I have to be, quite literally, the most patient person on the planet with this horrendous insurance claim process.