ASURION Phone Protection Plan Review: Conditional 7.2/10
“Trash. trash. trash.” sits uncomfortably close to “service was ridiculously easy and extraordinarily quick” in the same product conversation—ASURION Mobile Phone Protection Plan earns a conditional verdict because the highs and lows are both real. Verdict: Conditional — 7.2/10.
Digging deeper into user reports, the clearest theme is speed: when claims go smoothly, people describe near-immediate approvals and replacements “within 24 hours.” But when something breaks in the process—inventory backorders, refurbished-device quality, shipping/return confusion, or eligibility disputes—some users spiral into multi-call, multi-week frustration. That gap between “next-day replacement” expectations and the reality of edge cases is the story of Asurion in the wild.
At its best, Asurion functions like downtime insurance for people who can’t be without a phone (parents, teens, commuters, salespeople). At its worst, it becomes an expensive monthly fee plus a deductible for a replacement that may not match color/model—or may arrive with issues—leaving some customers feeling they could have bought a refurbished phone outright for the same money.
Quick Verdict
ASURION Mobile Phone Protection Plan: Conditional (best for people who value fast replacement and can tolerate refurbished or “comparable” devices)
| What shows up repeatedly in feedback | Evidence from user reports (platform) |
|---|---|
| Fast replacements (often next day) | A ConsumerAffairs reviewer said: “replacement phone arrived the next day!” (ConsumerAffairs). Reddit user (r/verizon thread) described “next day shipping (a nice surprise)” (Reddit). |
| Easy claim filing (online/phone) | A ConsumerAffairs reviewer wrote: “i filled out claim online which was very easy to do” (ConsumerAffairs). |
| Helpful support—sometimes above-and-beyond | A Trustpilot reviewer wrote that Pearl “got my deductible waived and arranged for a brand new phone” after repeated no-show techs (Trustpilot). |
| Deductibles feel high vs device value | A ConsumerAffairs reviewer said: “the deductible that i originally agreed to [is] high” (ConsumerAffairs). Another wrote: “$150.00 to replace a phone that i could have bought on amazon for $144.00” (ConsumerAffairs). |
| Replacement device not identical (model/color/condition) | A ConsumerAffairs reviewer complained: “my new phone is a different color” (ConsumerAffairs). Another said: “i asked for another iphone xr but i got a iphone x instead” (ConsumerAffairs). |
| Refurbished quality complaints | A ConsumerAffairs reviewer wrote: “it won't hold a charge and freezes . all . the . time . … stop sending refurbished phones” (ConsumerAffairs). Another noted a replacement “gets hot” and “takes forever for the battery to charge” (ConsumerAffairs). |
Claims vs Reality
Claim 1: “Next-day replacement / fast turnaround.”
While marketing language emphasizes speed—like “next-day replacement” and claims processed quickly—many users reinforce that it often happens. Reddit user (r/verizon thread) said the replacement came “within 24 hours,” adding the phone “looked absolutely new and the battery capacity was still 100%” (Reddit). On ConsumerAffairs, one reviewer wrote: “the screen on my phone was busted… i got my replacement phone tuesday at 12:30 am” after filing Monday afternoon (ConsumerAffairs).
A recurring pattern emerged, though: when it fails, it fails loudly. One ConsumerAffairs reviewer described a five-day ordeal: “asurion had canceled my order without telling me,” then activation took “an hour and a half” with specialists (ConsumerAffairs). Another reported “waited 10 days” due to backorder, then received a phone “that ended up not working” and waited again (ConsumerAffairs). The “next day” promise is real for many—but not a guarantee in the worst cases.
Claim 2: “Easy claims process.”
Plenty of customers echo the “quick and easy” narrative. A ConsumerAffairs reviewer wrote: “i was able to get through quickly very few questions to answer and the phone was here the next day” (ConsumerAffairs). Another said: “i spoke with a representative… within a matter of moments i was off the phone and on with my day” (ConsumerAffairs).
But the same stream includes friction points that matter for real life: account/coverage verification issues and escalation loops. One ConsumerAffairs reviewer said the website “did not work” for creating a case and updating shipping, and only after “passed to the third person the issue was resolved immediately” (ConsumerAffairs). Another described being told their phone “is not insured” based on mismatched numbers, then said they were “hung up on” while seeking a refund (ConsumerAffairs).
Claim 3: “Repair options and quality fixes.”
Some stories match the repair-first ideal. Reddit user (in the r/verizon thread comments) described a technician coming to their apartment to replace a cracked screen: “give him tops 30 minutes… not only did he replace my screen he gave me a new battery” (Reddit). On Asurion’s own reviews page, a customer wrote: “the tech arrived at my place of work… repaired it in 20 minutes” (Asurion site).
Yet other customers report being pushed toward replacement when they expected repair, especially around parts availability. A ConsumerAffairs reviewer dealing with cracked screens said Asurion “keep pushing me to purchase the replacement phones rather than repair,” despite an approved shop stating parts were available (ConsumerAffairs). The reality appears heavily dependent on device, location, inventory, and the specific claim path.
Cross-Platform Consensus
Universally Praised
The most consistent applause is for speed when the system works. For parents managing teenagers, downtime is the emergency. A ConsumerAffairs reviewer framed it bluntly: “my daughter only had to go a day without her phone and with teenagers that’s important” (ConsumerAffairs). Another parent perspective shows up repeatedly: “our 13 year old’s phone was replaced” and the process was “fast, easy, and convenient” (ConsumerAffairs). For travelers and people away from home, rapid shipping becomes the difference between annoyance and disaster—one ConsumerAffairs reviewer said they filed while “on vacation in las vegas” and had a replacement “within a few days” with helpful associates (ConsumerAffairs).
A second recurring pattern is “low-effort claiming”—especially online. ConsumerAffairs reviewers repeatedly describe a short workflow: “i filled out claim online which was very easy to do” and received a replacement in “two days” (ConsumerAffairs). Another described the website as “very user friendly” and said the phone arrived “in 1 day” with “step by step instructions” (ConsumerAffairs). On Trustpilot, a reviewer said: “making my claim was easy and efficient… promised… in 2 business days… came in 1 day” (Trustpilot).
Third, when customer support is strong, users describe it as calming during stressful moments like theft. A ConsumerAffairs reviewer wrote: “my handbag was stolen… had my new phone by 11 am the next day… it was a relief” (ConsumerAffairs). A Trustpilot reviewer praised a rep by name: “Pearl… got my deductible waived and arranged for a brand new phone… she didn’t just fix the technical issue, she fixed the customer relationship” (Trustpilot). For less tech-savvy users, setup help is repeatedly valued—one ConsumerAffairs review thanked support for helping move information and ensuring apps worked (ConsumerAffairs).
Common Complaints
The sharpest complaint category is replacement-device mismatch or condition—especially refurbished quality. Multiple users describe the exact fear: you pay monthly, then pay a deductible, and the replacement still arrives flawed. A ConsumerAffairs reviewer wrote: “it won’t hold a charge and freezes . all . the . time . … stop sending refurbished phones” (ConsumerAffairs). Another complained their replacement “takes forever for the battery to charge and gets hot” (ConsumerAffairs). A Quora-sourced review in the dataset echoed the pattern: “had to replace phone two separate times… both refurbished… neither were working fine from the start… praying the third works” (Quora).
A second complaint is the feeling that costs don’t always pencil out, especially for older phones. One ConsumerAffairs reviewer compared directly: paying “$150.00” for a replacement they could buy on Amazon for “$144.00… a refurbished motorola” (ConsumerAffairs). Another laid out the math with frustration: “26 months at $15/month… $390… $200 deductible… $590 for a refurbished phone” (ConsumerAffairs). Even among positive reviews, price pain shows up: “i found the deductible… high, but it is what it is” (ConsumerAffairs).
A third issue is logistics and process breakdowns—returns, shipping carriers, identity requirements, and communication gaps. One ConsumerAffairs reviewer said FedEx delivery attempts were unreliable and complained “ups is more reliable” (ConsumerAffairs). Another wrote: “got my replacement phone really fast… it came fedex… [but] they turned me away to go to ups… confusing” (ConsumerAffairs). Some complaints are more severe: a ConsumerAffairs reviewer described a returned phone being “lost in the mail” and being told “tough luck” regarding the deductible (ConsumerAffairs). These are the stories that fuel “scam” language—often tied to edge-case failures, not typical claims.
Divisive Features
“Comparable replacement” is one of the most polarizing realities. For some, the replacement arrives in excellent condition—Reddit user (r/verizon thread) said the device “looked absolutely new” with “battery capacity… 100%” (Reddit). Another ConsumerAffairs reviewer said their replacement “looked like a new phone worked as expected” (ConsumerAffairs). For these customers, refurbished is effectively indistinguishable.
For others, device variation feels like bait-and-switch. A ConsumerAffairs reviewer said: “everything was great… but my new phone is a different color… i’m not sure why” (ConsumerAffairs). Another wrote: “i asked for another iphone xr but i got a iphone x instead… the process was easy” (ConsumerAffairs). And in the harshest phrasing, a Trustpilot reviewer claimed: “i gave up a $900 phone for a $60 phone for a replacement” (Trustpilot). The same “replacement may differ” policy that makes fast fulfillment possible is exactly what triggers the biggest trust complaints.
Trust & Reliability
“Scam” accusations show up most often where customers feel trapped between premiums, deductibles, and a replacement that doesn’t meet expectations. A ConsumerAffairs reviewer wrote: “don’t waste your money… they are a scam,” centered on repeated refurbished replacements with problems and return/shipping hassles (ConsumerAffairs). Another said their claim was denied and called them “scammers” for declining without explanation (ConsumerAffairs). On Trustpilot, a reviewer warned: “stay away… big time scam” after a replacement they felt was dramatically worse than the original (Trustpilot). The pattern in these complaints is less about a single bad interaction and more about compounded friction—multiple replacements, unclear communication, or eligibility disputes.
Longer-term durability stories are inconsistent. Some users report replacement phones that work “like it should” (ConsumerAffairs). Others describe degradation quickly—one ConsumerAffairs reviewer said a refurbished replacement “stopped having a connection… after the first month” (ConsumerAffairs). Another described replacements that “won’t hold a charge” and “freezes… all the time” over multiple swaps (ConsumerAffairs). The reliability story, based on user narratives, hinges on whether your replacement is a “like new” win or one of the units that triggers repeat claims.
Alternatives
Only a few alternatives appear directly in user conversation. Apple’s coverage is the most explicit comparison point. One ConsumerAffairs reviewer, after scheduling frustration and missed repair windows, said: “next time buying products and insurance direct from apple” (ConsumerAffairs). Another user on Reddit mentioned already having AppleCare+ and feeling like they were “paying extra for tech support” (Reddit). These comparisons are less about feature matrices and more about customer service expectations—some users view Apple as more predictable, while others are cost-sensitive and prefer carrier/Asurion coverage if replacements are fast.
Carrier dynamics also matter because many reports are framed through Verizon/AT&T/Sprint experiences. Reddit user (r/verizon thread) emphasized there are “several levels of insurance” and said Verizon “doesn’t necessarily make that clear” (Reddit). That suggests some dissatisfaction is actually plan-selection confusion rather than claim handling alone—an “alternative” for some users is simply choosing a different tier rather than changing providers.
Price & Value
The value case is strongest for people with expensive phones or high breakage/loss risk, where next-day replacement prevents lost income or family chaos. ConsumerAffairs reviews repeatedly frame it as worth it when disaster strikes: “having my phone insured saved me hundreds of dollars!” (ConsumerAffairs) and “never really know how much you need insurance coverage until something like this happens” (ConsumerAffairs). For theft situations, the emotional relief is part of the value—“it was a relief knowing i would have a phone again with very little trouble” (ConsumerAffairs).
But the cost calculus flips for older or cheaper devices, where deductibles approach the market price. One ConsumerAffairs reviewer compared replacement cost to buying outright: “$150.00… could have bought… for $144.00” (ConsumerAffairs). Another described canceling after paying months of premiums and receiving a refurbished iPhone with a non-Apple charger: “$590 for a refurbished phone” (ConsumerAffairs). Community buying tips implicitly emerge from these stories: the plan feels most defensible when the deductible is clearly below the going refurbished price and when you can tolerate a non-identical or refurbished replacement.
FAQ
Q: Does Asurion replace your phone the next day?
A: Often, yes—many customers describe “next day” delivery. A ConsumerAffairs reviewer wrote: “replacement phone arrived the next day!” However, other users report delays from backorders or canceled/reshuffled orders, including one who said it took “5 full days” (ConsumerAffairs).
Q: Are Asurion replacement phones refurbished?
A: Frequently, yes. Multiple users explicitly describe receiving refurbished devices. A ConsumerAffairs reviewer complained: “stop sending refurbished phones,” citing battery and freezing issues. Others say refurbished arrived in great shape—Reddit user (r/verizon thread) said it “looked absolutely new” with “battery capacity… 100%.”
Q: Will the replacement be the exact same model and color?
A: Not always. Several users report mismatches. A ConsumerAffairs reviewer said: “my new phone is a different color,” and another wrote: “i asked for another iphone xr but i got a iphone x instead.” Some users do report getting the “exact same model,” but variation is a recurring theme.
Q: Is the claim process actually easy online?
A: Many say yes. A ConsumerAffairs reviewer noted: “i filled out claim online which was very easy to do,” and Trustpilot snippets highlight fast approvals and clear instructions. But a subset report site issues and needing multiple calls to escalate, especially for address changes or claim creation (ConsumerAffairs).
Q: Is it worth it versus just buying a refurbished phone?
A: It depends on your phone’s market value and your deductible. One ConsumerAffairs reviewer said replacement cost was close to buying outright: “$150.00… could have bought… for $144.00.” Others felt it saved “hundreds of dollars” when replacing newer devices (ConsumerAffairs).
Final Verdict
Buy if you’re the kind of user who can’t tolerate downtime and values fast claim handling—parents of teenagers, frequent travelers, and anyone who needs a replacement “within 24 hours,” as multiple ConsumerAffairs and Reddit stories describe.
Avoid if you’ll be unhappy with a refurbished or “comparable” replacement, or if your deductible is close to the resale price of your model—several ConsumerAffairs users explicitly regretted the math.
Pro tip from the community: Reddit user (r/verizon thread) warned that carriers may default you into the most expensive tier and said to “be sure to clarify this” so you’re paying for the coverage you actually need (Reddit).
