Assurant robbed me for my money.

I filed a claim with Assurant over a lost iPhone 13. While my issue was being resolved I was using an old iPhone 8 as a temporary solution. My claim got kicked back three times. Each time it did they kept saying that my phone was not covered during the time of the claim. I didn't understand why they said that since I did not miss a single payment on my bill and the insurance charge was included in my bill. They claimed that the IMEI number did not match the number they currently had on file. Which is why they said that the iPhone 13 wasn't covered during the time of my claim. I kept arguing that indeed I had insurance and that I could prove it to them by sending pictures of my bills for the past 28 months. They were not interested in that. Long story short, the real problem was that my iPhone 13 wasn't showing as covered was because my iPhone 8 was the one showing as active currently. Thats why the IMEI number wasn't matching. The real sad part is they would not tell me this because there is a 90 day window that you have to report the incident by. They wanted me to run out of time so I wouldn't be able to make a claim period. They succeeded. It took a fourth call with a T-Mobile rep to finally get the information out that the reason why the IMEI number wasn't matching was because of the current replacement iPhone 8 that I was using took over the coverage and the iPhone 13 was left out. Even if we wanted to do anything further we were past the 90 day window.

I'm super mad about this to say the least and very disappointed in the way this was handled. I have three personal lines with T-Mobile and four lines for my business I'm for sure going to Verizon and avoiding any kind of phone insurance all together. its a total scam. 

You have done nothing wrong T-Mobile other than I would have liked more support from you since the beginning. Seems like the only way to get answers from Assurant is by having someone from T-Mobile that is competent hold the customers hand and call together. Otherwise if the Assurant rep says "no" the customer has really no grounds to argue with them. All they really say is if you don't like what we are telling you call T-Mobile. 

I really hope that someone from T-Mobile sees this and sends it up the chain to someone that really cares about customer retention. As for me and my lousy 7 lines are going elsewhere because of this. I feel too disappointed to stick around. Been paying $18 each for insurance on seven phones for 28 months and they couldn't help me out. Makes me wonder if they really do care about customer satisfaction.