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pamhampton
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Re: Problem with Insurance coverage replacement
Thanks so much for the response. Who finally solved the problem? TMobile or Assurant? Did this happen because you continued to badger them? If so, did you find a way to go up a level in the organizations or was it just a random rep at one of the companies that finally was willing to solve the problem?8Visto1like0ComentariosCan't get Tmobile and Assurant to agree on my coverage
I am desperate for help. I changed to tmobile about 2 ½years ago because of years and years putting up with AT & T's horrible customer service and now it's like I'm reliving AT & T all over again. My daughter's phone stopped working on 2/26/22 On 3/1 we filed a claim with assurant. I have had insurance on the phone since we bought it 2 ½years ago. It's only supposed to take 24 hours to get a response. Three days later I call Assurant and they can't tell me why there's no answer so they refile the claim. 24 hours later when I check the claim it says denied because I didn't have insurance on the date that it stopped working. I knew that was wrong. On March 6th I call Tmobile to ask about my insurance. They confirm I had coverage and don't know why Assurant is denying my claim. I call Assurant back and told them I just got off the phone with Tmobile and they say I had coverage on the day it stopped working. They say, "Sorry, TMobile said you didn't so there's nothing we can do about that." Long story short, yesterday I went back and forth from Tmobile to Assurant for over 3 hours total. Tmobile would tell me to tell Assurant one thing and then Assurant would tell me to tell Tmobile something. Mind you, everytime I'm going back and forth I'm talking to someone new EVERY SINGLE TIME which means I have to reexplain the entire story over again every time. None of the reps ever entered notes into the system so I was talking to someone that had no idea what I was talking about every time. I kept asking them why they can't talk to each other (Tmobile and Assurant). I felt like I was in middle school as the go between for two friends who were fighting. I'm sure there's some legal reason Tmobile and Assurant reps can't talk, but I spent literally three hours going back and forth from Assurant to Tmobile. TMobile: "I don't know why they are denying your claim. You've had insurance since you've had the phone." Assurant: "I just need you to find out this or find out that from Tmobile so we can refile the claim." I finally broke down in tears when I was transferred to someone new at Assurant at 11:30 last night and had to start all over. He refiled the claim and acted like everything was all good. He said he put special notes with my claim to clear up any confusion. Now I know he was probably lying because a crying woman was making him uncomfortable. Needless to to say my claim was denied again. Same reason. "Our records indicate that you didn't have coverage on the date of loss you provided, so we can't authorize your claim." Three hours of going back and forth. I don't think I've ever felt so helpless over something as simple as an insurance company covering a phone that has been covered since I got it all the way up to today. Does anyone have any advise? I'm so disappointed in TMobile. My daughter has been without a phone for 9 days now. 9 days I've been paying for service mind you. I got in touch with Verizon to find out about their service deals. I'm probably going to change over tomorrow if I can't get someone to help me. It just really aggravates me that I've been paying $18 a month for 2 ½year for that phone to have insurance and now it looks like they are going to get away with all that money, which is a lot to me.2.4KViews2likes12Comentarios