Denied phone claim mistakenly says phone not covered

I brought a  phone from a different carrier- I didn't know there were different insurances and the employee put me on a T-Mobile insurance plan instead of the BYOD plan. When my phone broke i  filed a claim and it was denied because I didn't have the byod plan. I called customer service and they switched the plan for me then had me file another claim. The claim was denied again. This time they expedited it to assurant speaking to the supervisors but they still denied it because I put the wrong model phone even though the imei number is right they won't even let me file another claim correcting the phone model. T-Mobile said there's nothing they can do even though I've been paying the insurance and the phone is paid off. Real pyramid scheme 

I was a big advocate of T-Mobile until this happened to me.  Broken phone-on which I consistently paid insurance.  I went to T-Mobile, and they filed a claim on one of their phones.  Now Assurant denies the claim.  I've spent hours w/the "customer service" folks, talked to managers, but they insist this is the "policy."  The last manager told me there was no one else I could talk to because she was the boss and that there's nothing that can be done. The only help I got was a repeated reiteration of the policy-when the claim is filed, the phone has to be active.  Some of you reached someone who could help….any advice about what to do next or who else to contact would be much appreciated.  Is this a scam on the part of T-Mobile?  

I seem to be having the same problem. I went into a T Mobile store to file a claim for my lost iPhone 11 because I couldn't get into my account without my phone. They used an iPhone 13 they had there to get into my account and filed a claim for me. It was denied because the phone they used was showing up on my account. At the time of the incident, the correct phone was on there, but not when the claim was filed. This was not my doing, but I've been without a phone for almost two months now. I've been going back and forth ever since. As soon as everything gets cleared up and figured out, Assurant blows you off and you're back to square one. I called T Mobile again today and they are trying to help me. I will find out on Monday which is when I'm supposed to get a call back. I will report.

I am going thru this now. This is a scam with Assurant. Been paying $18/mo. since 2020 on a Note 20 Ultra 5G and Assurant says there is no coverage in their system and they can't update their system, just keep going back and forth and no one will fix this.

Update: After about 3-4 hours back and forth TM got Assurant to fix their "system" so now it shows covered and they are shipping a replacement phone. Thank you TM!!!

I am dealing with same issue right now and mine hasn’t been 90 days so they just expect us to not use a phone until we can get it fixed tomorrow they will add $220 to my bill for the purchase price of my iPhone I’ve already paid off the lease $620.00 they keep denying my claim said I didn’t have coverage on date I put I’ve always had coverage I am so frustrated it’s not even funny I am going in there tomorrow if they don’t fix it I will take my 5 lines and cancel them and they can shove this phone up their a$$ I am so mad it’s not even funny I’ve been dealing with this for 2 weeks now back and forth I am so over it 

Yes, per T-Mobile & Assurant policy you must file a claim within 90 days of the incident. Insurance is assigned to the mobile # not the device so once you swap devices then the coverage transfers to the device you are using. With this being said, as long as you provide the accurate date when filing your claim it will be approved. 

I have filed many claims with Assurant and never had any issues. 

Funny that after posting on twitter I got a hold of a floor manager at Assurant who was able to verify that my phone was active on my account and covered when I filed my claim and approved my claim immediately.  Took 5+  hours of my time and realizing that T-Mobile will do pretty much nothing to keep me as a customer before.  I will remember this T-Mobile.  Any brand loyalty I had is completely out the window.  I'm already looking into other carriers offers.  This is how you loose customers T-Mobile.  Byeeeeeee!

Yeah, they just did the same thing to me with my s20+.  I have been paying $18/mo for protection from the day I bought it 3 years ago.  There should be a warning when you put in a new sim.  I never signed anything that said coverage changes to a new phone just by putting in a new sim.  Did you ever get anything resolved?  I think we need to start a class action about insurance coverage.  Sue both t-mobile and Assurant.  I am suprised there isn't one yet.  This reply will probably get me flagged for saying that.  This one issue is problematic and severe enough for me to get rid of T-Mobile.

eve-alminds318 wrote:

I put my Sim card in a devixe I borrowed from a friend and I filed a claim on my s20fe.

Maybe that coverage transferred to that other device you put your SIM in.