Asurion claim question

Discussion in 'iPhone' started by davidg4781, Apr 24, 2016.

  1. davidg4781 macrumors 68020

    Joined:
    Oct 28, 2006
    Location:
    Alice, TX
    #1
    One of the iPhones on my account fell into a creek on Saturday. We are not able to recover it.

    I tried filing a claim online and when it got to the section about which phone it was it gave me 3 choices, 2 black iPhone 6 (16 and 64) and an iPhone 5S. The one for that line is a gold 64 GB iPhone 6. I was asked to contact customer service if the phone was not listed.

    Is this standard practice or is something going on? They're only open during the hours I'm at work and I'd like to get this completed as quick as possible.

    Also, anything to be aware of or to watch out for? AT&T is closed also. A bit aggravating, but whatever.
     
  2. willmtaylor, Apr 25, 2016
    Last edited: Apr 25, 2016

    willmtaylor macrumors G3

    willmtaylor

    Joined:
    Oct 31, 2009
    Location:
    A Natural State
    #2
    It's not uncommon for Asurion to have to make substitutions with phone replacements for phones that are no longer available for sale (you can no longer buy a Gold 64GB iPhone from Apple). I've read stories of folks getting upgrades in these circumstances though, so be polite yet diligent.

    Best of luck.
     
  3. davidg4781 thread starter macrumors 68020

    Joined:
    Oct 28, 2006
    Location:
    Alice, TX
    #4
    I just got off the phone with them. They said that it's showing it's a Space Gray phone on the line. I'm talking to a 3rd person though since everyone lives out of town. Maybe they're mistaken, but they're pretty sure it's white and gold. AT&T is saying it's Space Gray, too. I've sent an email to the line holder, hopefully they can check that.
     
  4. bufffilm Suspended

    bufffilm

    Joined:
    May 3, 2011
    #5
    Let us know the outcome.

    I canceled my Asurion insurance (on my 6s 128gb) after 6 months after thinking long and hard about it.

    The research I did seemed to indicate that sometimes...people were subbed a different color on their replacement, sometimes the replacement was not the next day, etc.
     
  5. willmtaylor, Apr 25, 2016
    Last edited: Apr 25, 2016

    willmtaylor macrumors G3

    willmtaylor

    Joined:
    Oct 31, 2009
    Location:
    A Natural State
    #6
    I'm sorry, but I don't understand. How do you not know the color of the phone on your line? How does the person using the phone not know the color? Sent an email to the line holder? How is this person on your account?

    When you say that you're talking to people, do you mean Asurion folks or your friends/family on your line?

    Very confusing.
     
  6. einmusiker macrumors 68030

    einmusiker

    Joined:
    Apr 26, 2010
    Location:
    Location: Location:
    #7
    Ive only had a few problems with asurion. Make sure on your claim you put that the phone was lost. Its quickest and easiest. If you say you know where it is but can't retrieve it they might give you a hard time. Id just file tge claim with the different color they are showing and trade it if you really need the gold one. 1. They might send you the correct color anyway. 2. Not worth the hassle IMO
     
  7. PocketRocketGQ macrumors newbie

    PocketRocketGQ

    Joined:
    Sep 18, 2014
    #8
    I have had this problem in the past as well. I have 5 lines on my AT&T account and it seems that if you cross upgrade, those phones might show up under your number for an Asurion claim. All you need to do is verify the IMEI number which you could get off the original box or receipt, to make sure you get the correct phone model. I hope this helps and best of luck!
     
  8. davidg4781 thread starter macrumors 68020

    Joined:
    Oct 28, 2006
    Location:
    Alice, TX
    #9
    When they upgraded the line I wasn't with them. They live out of town. So I was going by the 3rd party saying the color as I couldn't call the one that lost the phone. On AT&T the picture is of a white iPhone (silver or gold) and the description is just IPhone 6 64 GB.

    I finally was able to confirm with the owner that it was the space gray model. Claim is submitted and hopefully we receive the replacement tomorrow
     

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