I'm having a problem with filing a claim for a phone that my son accidentally dropped o...

GetHuman-steelesi's customer service issue with Asurion from October 2018

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The issue in GetHuman-steelesi's own words
I'm having a problem with filing a claim for a phone that my son accidentally dropped on the way home from school. When we went back to sign the phone both sides of the phone was cracked! When I filed the claim they asked me what happened to it questioning me down so I said I don't know he dropped it when we found it it was cracked Maybe a car ran over there something. So they started telling me well that's not an accident we don't cover damage like that. I tried to explain to them that it was an accident when he dropped it and we found it but they insisted on wanting to know how it was damaged and I said he dropped it I don't know maybe a car or something ran over it. I told him I didn't see your car run over it but if you want me to guess that's what I told him. My point is that when I took the accidental damage coverage out on the phone, the phone was accidentally dropped it could have been stepped on it could have been kicked around I don't know what happened to it but I'm very disappointed that I took the insurance out thinking that my phones were covered. Yes I purchased two phones at *** with two protection plans. I have read through your policy on the website and I do not see where it says it will not cover your phone if you drop it find it and is very damaged I can't say what happened but they told me that they could honor it because they had to go with what I thought happened to it and that's not right! I'm not a parent that can afford to buy another phone, and I feel that your company won't even look at the phone to consider seeing if it could be fixed or being replaced.**Jacqueline Simmons ***** Kennington Rd *Raleigh NC *********-***-****
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Asurion

Customer service issue
Reported by GetHuman-steelesi
Oct 10th, 2018 - a mon ago
I have an issue with Asurion too
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Seen by 2 customers so far
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GetHuman-steelesi started working on this issue
Oct 10th 6:24pm