ASURION Mobile Phone Protection Plan Review: Conditional Value
A Reddit reviewer’s “phone by 10:30 am the next morning” story sits right beside another customer calling it “a scam.” That whiplash is the defining theme of the ASURION Mobile Phone Protection Plan. Verdict from the crowd: conditional peace of mind with real execution risks. Score: 7.6/10.
Quick Verdict
Conditional.
| What users like | Evidence | What users dislike | Evidence |
|---|---|---|---|
| Very fast replacements in many cases | A verified reviewer on ConsumerAffairs said: “I placed my claim around 10 pm on a friday night and had my phone by 10:30 am the next morning.” | Refurbished replacements can arrive with defects | A verified reviewer on ConsumerAffairs noted: “the phone that was sent to me already has battery issues… at around 40–30% it will shut off.” |
| Claim process often simple online | A verified reviewer on ConsumerAffairs wrote: “my phones screen cracked… filed my claim at 930 at night… by 10 am the next day i had a new phone.” | Deductibles feel high versus phone value | A verified reviewer on ConsumerAffairs complained: “it cost me $150.00 to replace a phone that i could have bought on amazon for $144.00.” |
| Helpful reps once reached | A verified reviewer on ConsumerAffairs said: “once you speak with one the response and support is amazing.” | Hard to reach humans / confusing automation | A verified reviewer on ConsumerAffairs said: “very difficult to speak to a person… your auto dial awkward and frustrating.” |
| Occasionally upgraded replacements | A verified reviewer on ConsumerAffairs shared: “you replaced my phone with a newer version too.” | Not always same model or carrier‑specific | A verified reviewer on ConsumerAffairs warned: “replacement is not always identical… an unlocked refurbished phone re‑appropriated for verizon.” |
Claims vs Reality
Asurion’s official plan language (Amazon FAQ and Asurion site) promises broad coverage from day one for “drops, spills and cracked screens,” plus “malfunctions covered after the manufacturer’s warranty,” with a “quick, easy, and painless” claim process and next‑day replacement. Digging into user reports, those promises often hold—but not consistently, and the rough edges are where most frustration lives.
Claim 1: “Next-day replacement.”
Many customers confirm the speed. A verified reviewer on ConsumerAffairs said: “my replacement phone arrived at my door at 9 am the next morning.” Another wrote: “had my new phone the morning after calling in my claim.” For commuters, parents, and business users who can’t function without a working phone, that overnight turnaround is the most repeated upside. A verified reviewer on ConsumerAffairs described filing late and still getting a delivery quickly: “submitted my claim late one evening, and my replacement phone arrived… the next morning.”
But speed is not guaranteed. Some users hit backorders or shipping mistakes. One ConsumerAffairs reviewer reported: “placed a claim… phone was on back order… waited 10 days,” and another described a botched first shipment: “the first phone was never delivered because the address was taken wrong.” The company’s own terms allow for availability limits, and users feel that gap most when they’re already stressed.
Claim 2: “Same make/model replacements.”
Official materials say replacements are “new or refurbished of the same or like kind and quality,” and that model/color “may be different.” Users confirm both sides. Many got the same device. A verified reviewer on ConsumerAffairs said: “we got the exact same phone as before.” Another wrote: “the replacement phone looked like a new phone worked as expected.”
Still, a recurring pattern emerged of “like kind” not feeling equivalent. A verified reviewer on ConsumerAffairs said: “i was sad that i didn't get the same replacement… the size difference is huge.” Another called out a downgrade: “i gave up a $900 phone for a $60 phone for a replacement.” While officially allowed, multiple users report replacements that feel “not comparable,” especially when older or discontinued models are involved.
Claim 3: “Easy claims and support.”
The marketing line about ease is strongly echoed in the data. A verified reviewer on ConsumerAffairs said: “this was one of the easiest process i have dealt with in a long time.” Another: “online process was clearly explained and easy to accomplish.” The strongest praise comes from people comfortable using the web portal late at night or on weekends.
Yet some users describe the opposite: multiple affidavits, store loops, and broken sites. A verified reviewer on ConsumerAffairs wrote: “absolutely the worst experience… filled out 4 affidavits.” Another said: “online claim system is broken and bugged out multiple times.” The variance seems tied to carrier workflows and the specific claim type.
Cross-Platform Consensus
Universally Praised
The clearest cross‑platform win is speed when a claim goes through cleanly. Travelers and working parents talk about avoiding long downtime. A verified reviewer on ConsumerAffairs said: “had phone by noon next day.” Another described almost no interruption: “resolved within 12 hours.” For people on tight schedules, that translates into getting “connected back to my device” without losing days of work or childcare coordination.
Second, users repeatedly praise the simplicity of online filing. A recurring pattern emerged of nighttime claims turning into morning deliveries. One ConsumerAffairs reviewer wrote: “filed my claim at 930 at night… by 11 pm i had a tracking number.” Another said: “start a claim… everything can be done via online… had my phone the very next day.” For less tech‑savvy users, the guided steps matter. A verified reviewer on ConsumerAffairs said: “so easy to make an online claim… for this not too tech‑savvy grandma.”
Third, many users credit specific reps for saving the experience. Even those who struggled to reach support describe a different tone once connected. A verified reviewer on ConsumerAffairs said: “the csrs were always very helpful and courteous.” Another told a full rescue story: “the supervisor… understood… she made it happen.” For users who need hand‑holding after a loss or break, that empathy is a real part of perceived value.
Common short bullets after the stories:
- Fast overnight/next‑day replacement in many successful cases.
- Web claim flow often straightforward.
- Helpful, patient representatives when reached.
Common Complaints
The loudest complaint thread centers on refurbished replacements arriving faulty. A verified reviewer on ConsumerAffairs said: “third time was the charm. the first 2 replacements were damaged.” Another reported hardware instability: “gyroscope is off… suspicion is… unlocked refurbished phone.” Battery problems are especially common in stories: “replacement phone… has battery issues… shuts off.” For heavy users—delivery drivers, caregivers, or anyone on long shifts—this creates a vicious cycle of re‑claims and re‑setup.
Related to that is a sense of unfairness about deductibles. People who rarely file claims do the math and feel burned. A verified reviewer on ConsumerAffairs wrote: “hardly worth the cost… when i could have purchased one off the net for less.” Another said: “$150… to replace a phone that i could have bought on amazon for $144.” For budget‑focused families insuring multiple lines, the deductible can feel like paying twice.
Finally, users dislike friction around SIM cards, activation, and return steps. A recurring pattern emerged of missing or confusing SIM handling. One ConsumerAffairs reviewer said: “replacement phone sent without sim card… deductible should be waived.” Another echoed confusion: “only thing that wasn't clear was the sim card… whether to use the new one.” These problems hit hardest for people who aren’t comfortable troubleshooting carrier activation.
Common short bullets after the stories:
- Refurbished replacements sometimes defective; repeat claims needed.
- Deductibles/service fees feel high, especially for older devices.
- SIM/activation/return logistics can be messy.
Divisive Features
Replacement equivalency is the most polarizing aspect. Some users are thrilled with upgrades. A verified reviewer on ConsumerAffairs said: “you replaced my phone with a newer version.” Others adjust reluctantly. One said: “not able to replace the mini… got a 9.7 unit… had to buy a different holder.” Still others feel shortchanged: “replacement is not always identical,” or “gave up a $900 phone for a $60 phone.” The same policy term—“like kind and quality”—reads as fair to some and unacceptable to others, depending on expectations.
Another divisive element is the claim channel itself. Online‑first users see it as liberating. A ConsumerAffairs reviewer said: “did the entire process online… great option especially for the weekend.” But people who prefer a human‑led process resent automation. One wrote: “i would rather talk to someone… it took 3 times longer.” The plan’s convenience depends on which side of that divide you’re on.
Trust & Reliability
Scam accusations exist, mostly tied to denied claims or replacement downgrades. A verified reviewer on ConsumerAffairs said bluntly: “this company is a scam… they quickly denied it for a lost phone.” Another posted: “stay away… big time scam!!” These stories often involve reversals, shipping cancellations, or perceived unfair investigations.
At the same time, long‑term customers frame Asurion as reliable over multiple incidents. A verified reviewer on ConsumerAffairs said: “i have used asurion many times and most times no problems.” Another wrote: “i have made several claims over the years… always come through for me.” The durability narrative isn’t about phones lasting longer—it’s about Asurion reliably sending another one when needed, even if it takes a second try.
Alternatives
Only a few competitors appear in user stories, and they’re mostly manufacturer or carrier routes. Apple is referenced as a fallback. A verified reviewer on ConsumerAffairs said: “went to apple repair and was not satisfied… i remembered i have insurance.” Another compared screen repair pricing directly: “apple store can do this for $120… asurion wanted $200 replacement.” For users who only need a screen fix and have easy access to Apple’s service, Apple looks simpler and cheaper in these specific cases.
Carrier stores (Verizon, AT&T, Sprint) are part of the workflow rather than stand‑alone alternatives. Some users praise store reps who smooth the process: “the verizon representative easily navigated the return process.” Others blame carrier integration for confusion: “sprint employees… don’t give… manual… system broken.” The alternative experience depends heavily on your carrier’s setup.
Price & Value
Asurion’s terms list monthly tiers roughly $7–$15 per line with deductibles that can run $40–$250 depending on claim type and device tier. Users interpret value through a simple lens: how often they break phones and how expensive their device is. For owners of newer flagships, deductibles feel like a bargain. A verified reviewer on ConsumerAffairs said: “it did cost me $200 but my note 8 costs $800 so to me it was worth it.” Another described savings after theft: “saved me $450 since i only paid my $200 deductible.”
For people with older or mid‑range phones, the same math flips. A ConsumerAffairs reviewer said: “cost me $150… could have bought on amazon for $144.” Another wrote: “we pay a lot per year for insurance and still have to pay $150 per claim.” Buying tips from the community are implicit: insurance makes more sense when the replacement deductible is far below your phone’s resale or replacement price, and when you expect multiple incidents (kids, travel, clumsiness).
FAQ
Q: Does Asurion cover cracked screens from day one?
A: Yes, the plan officially covers “drops, spills and cracked screens” from the purchase date. Users regularly file claims for shattered screens and get replacements fast. A verified reviewer on ConsumerAffairs said: “my phones screen cracked… had a new phone delivered to my office the next day.”
Q: Are replacement phones refurbished?
A: Often, yes. Asurion’s terms allow “new or refurbished” replacements, and users notice it. A verified reviewer on ConsumerAffairs said: “i did not realize that the phone was likely refurbished.” Several others mention reconditioned devices, sometimes with defects.
Q: How fast is the claims process in real life?
A: Many users report approval within minutes and delivery the next day, especially through online claims. A ConsumerAffairs reviewer said: “tracking number by 11 pm… new phone by 10 am.” But some face delays from backorders or shipping errors.
Q: Do you always get the same model back?
A: Not always. Officially, replacements may be the same or “like kind and quality,” and users experience both. One ConsumerAffairs reviewer said: “we got the exact same phone,” while another said: “i didn't get the same replacement… size difference is huge.”
Q: Are deductibles worth it?
A: It depends on your phone’s value and your risk profile. Flagship owners and frequent breakers say yes—“worth it every penny.” Budget‑phone owners often say no, noting deductibles near the cost of a used replacement.
Final Verdict
Buy if you carry a high‑value phone, have kids or a “clumsy” lifestyle, and want a realistic shot at next‑day replacement with minimal downtime. Avoid if you’re insuring older or low‑cost devices, or if you can’t tolerate the chance of a refurbished replacement needing another swap. Pro tip from the community: file online at night or on weekends—multiple users say that’s when the “quick and easy” experience shines.
