I’ve been comparing T-Mobile’s plan (which actually goes through another company) with other companies I’ve found online, such as Squaretrade, Ensquared, and Worth Ave Group. They all offer lower rates and a lower deductible that what T-Mobile offers, but I’m wondering if they companies behind them are trustworthy. Has anyone had any experience with any of them?

Now, having said that, I agree that customers shouldn’t expect cell phone providers to cover accidental damage or loss of cell phones. I didn’t read where anybody said that they should. Maybe you are tainted by customers coming in to your store and complaining. But as long as the cell phone providers are selling insurance, they are going to get angry people complaining about how the insurance company screwed them – because that’s what insurance companies do. I think it’s part of their mantra or something. They want you to pay around $170 over a two-year period and then, if there is any loss, then you get to pay a deductible on top of that even though in two years, the phone you have is likely not even worth the deductible.

It’s a tough one. But I will say that everyone needs to be more careful with their phones so that the price of insurance can come down. Stop breaking them, people! You’ll help us all out.

I have never carried or believed in cell phone insurance before I purchased my HTC EVO 4G in July. Then, at the urging of the SPrint rep, I bought it to cover my $600 phone. On Labor Day, I went riding my motor scooter, my EVO clipped to my back pocket. When I arrived home, the phone’s holster was still clipped to my back pocket, but the phone wasn’t in it. So I went directly to the SPrint store and they filed the insurance claim on my behalf. They put me on the phone with the Asurion representative who told me where to download the forms necessary to back up the claim, and the store manager downloaded those and I filled them out in the store so the manager could fax them right then. Asurion confirmed they had received the forms and told me it usually took 24-48 hours before a phone is shipped. He instructed me to check my claim’s progress online at the company’s website. From that day forward, every time I entered my claim number online the following was displayed: “Your claim is being processed. Please check back in 24 hours.” Every time I tried to call the phone system encouraged me to use the online claim system, and when I proceeded with the phone system it asked me to enter my number. Although my phone’s display showed me entering the number correctly, the system always got one or two numbers wrong, then after three tries disconnected me after telling me to call again when I could correctly enter the number. After two weeks I called customer service for Sprint. The young lady who answered my call assued me I needn’t worry, the claim had been processed but EVOs are in short supply so it would take a little time before I got the phone. I insisted she connect me with a supervisor and she cold-transferred me to another rep who was not a supervisor. I insisted she transfer me to HER supervisor, which she did. Her supervisor placed a conference call to Asurion with me and Asurion claimed that I had never sent the claim forms. I pointed out they were sent from the Sprint store and I had confirmed with Asurion they had been received before I left the Sprint store. I was informed that I needed to resend the forms. The Sprint supervisor suggested that I email the forms to him and he would fax them to Asurion, then confirm with Asurion that all needed paperwork was received. This was done and I began waiting anew. For another week, when I checked the claim number online it continued to say: “Your claim is being processed. Please check back in 24 hours.”

One week later, I spent 3 hours trying to reach Asurion with the wonky phone system. Time after time the system would misread the numbers I entered (remember, the phone displays what I punch in) and told me to call back when I could enter the numbers correctly. Finally, I reached a person. She informed me that the claim would not be processed until I faxed them the same documentation I had now sent–and confirmed receipt of–TWICE! I explained that I had confirmed their receipt of the documentation and had people who witnessed that confirmation and the onus was now on them. She said she would put me on hold for 1-2 minutes to verify this. After one hour I was still on hold. I hung up and began the time-consuming process of getting through again. When I did I insisted on a supervisor.

The supervisor reiterated that they were waiting on my documentation. I explained that the documentation had been sent and Asurion had confirmed receipt BOTH one week ago and three weeks ago. The ball was in their court. He suggested that I fax the documentation to him so he could process the claim. I told him it seemed to me I had done my part and was waiting for him to do his. I agreed to re-fax for the third time ONLY if the claim was processed on the spot. He agreed, I sent the documentation and he approved the claim. He then told me that I would have to wait until they got their next shipment of EVOs in. I asked when this would be and he said one to two weeks. I pointed out that if they had processed the claim when I first sent the documentation I’d be getting one of the EVOs from the LAST shipment and I felt I was entitled to that. He said he’d agree to a reimbursement if I bought an EVO locally. I pointed out that I’d still have a one to two week wait that would be over if they’d processed that claim when they first received the paperwork.

Meanwhile, I have an EVO because I need the hotspot functionality, so I had to purchase a $600 Samsung Epic (they’re available) to have this functionality in the meantime. I have a buyer for the Epic, but I’m still inconvenienced since the Epic is definitely an inferior phone.

Now, I don’t see a problem with replacing an older phone like the Droid with something equally old. I am replacing a bleeding-edge device. In my opinion, Asurion is in business to collect premiums, and they make it their business to NOT pay claims.

If I receive an HTC EVO 4G anytime soon, I’ll be surprised. I will NEVER, EVER purchase cell phone insurance again.

First, the deductible is out of line.

And worse, they don’t necessarily replace your phone with the same thing… or even an equivalent. Try getting a replacement for a Droid and see what dreck they are willing to give you in exchange. THAT should be illegal.