Assurant Damaged Device Returned - Not Recived

I know this post is kind of old now but my fiance is going through the exact same thing right now and it’s absolutely ridiculous. He sent back the phone and apparently it wasn’t in the package. Obviously not his fault. Now they want him to call USPS for an investigation. After looking at all these posts I say we just return his current phone to t mobile and surely that will take off the charge and we can just go get a new phone somewhere else with a different carrier. I hope this issue got resolved for some people but from what I am reading looks like nothing was ever resolved for anyone. If anyone has any suggestions for what to do that would be great!

Absolutely all valid comments. Exactly same thing occurred to me: phone screen cracked- used my insurance to replace (because thats what its there for!)- sent in phone- assurant/ tmobile claiming they did not receive it even though there is proof through ups (the prepaid package TMOBILE/assurant) that it was delivered and signed for! - now going through the process of them “attempting” to find it. 
i have contacted the better business bureau. I will not pay the $700 they want me to pay (it is not my liability to find a phone i Sent them!) 

do not let assurant inc. get away with this! It is not your responsibility that they do not have a way to to receive and processes phones and cannot keep accountability of their own items! 
 

(i am still going through the process if anyone has suggestions i am all ears) 

Wa87 wrote:

I have been with T-Mobile for 10 years I have traded in my phone with Assurant multiple times I have never had a problem besides them sending faulty phones to me they will not do any do anything pass checking their database for the package that was sent  they cannot find mine They are charging $300 on top of my regular phone bill they will not help. I sent the phone I followed the instructions how's the liability on me how come I have to call the USPS station if I followed their direction  canceling our over $300 a month account because if they don't care about me I will not be a part of their service

try to submit a better business bureau claim to assurant they will fix it then. Goodluck sorry to hear this. my claims and credit has been refunded

I have been with T-Mobile for 10 years I have traded in my phone with Assurant multiple times I have never had a problem besides them sending faulty phones to me they will not do any do anything pass checking their database for the package that was sent  they cannot find mine They are charging $300 on top of my regular phone bill they will not help. I sent the phone I followed the instructions how's the liability on me how come I have to call the USPS station if I followed their direction  canceling our over $300 a month account because if they don't care about me I will not be a part of their service

same thing happened to me . I filed a claim in Feb 2021 damaged phone and shipped it to assurant with the same prepaid label and tapped it up. it shows delivered March 12th to their warehouse. it's now June and I was billed 500.00 in May from tmobile stating they didn't receive the device. I called tmobile and they had me speak to assurant and they stated that they got the package but no phone inside??? they stated there was nothing that could be done and now my phone bill has skyrocketed . I feel like I'm being treated like a criminal. I had my act for 6 years and never had anything like this happen.  I'm seeing the same exact stories online and now I'm concerned. 

psmckelvey wrote:

I filed a claim with Assurant in early February 2020- they denied it at first then after another call they approved it.  I received the replacement and returned my damaged phone on 2/7/2020 via USPS using the label they provided. 

 

I called after receiving the second notice that the phone was not received as it should have been delivered by then.   Turns out it had been delivered on 2/11/2020, but there was no phone inside the envelope. 

 

I called Assurant and was told that the envelope was sealed, but that the ends were opened.  Sounded to me like the way they probably open these when they arrive and process the claim. Regardless, they said i would have to file a claim with USPS and that if they did not find the phone i would be charged non returned fee for it.  I asked them to share there notes with me, so that i could use them when filing a claim with USPS, she said she could not.  I asked that the call be escalated and the manager proceeded to tell me that was correct and that USPS has a contact with them and they could share information directly with them. At this time she also said that the envelope was not opened, but referenced tampered claim.

 

As requested I have submitted the claim with USPS, but we are almost at the 30 day mark so they will be passing a fee to T-Mobile and 15 days later it will be billed and they can not undo it even if USPS finds the phone. To say i am unhappy with Assurant is an understatement as they are going to charge me up to $600 for the damaged phone that i know was returned.

 

I have been a long time custom with T-Mobile and have had a couple of claims over the years and have had no issues with the damaged phone being received by Assurant. I do not want them to pass a charge over to T-mobile for something that i know is incorrect. I am asking T-Moble to review my account and help me resolve this with Assurant.

Tmobile couldnt do anything for me but close my account for delinquency which went to collection because i refused to pay for my phone a second time. 

Its stupid because I filed a lost/stolen claim before my last claim, paid the same deductible and got my replacement with no hassle. 

Lesson learned. Always file as lost/stolen device when you need a replacement. Any other claim is just a trap!

Same. Returned a defective phone that I fully own and paid off which never made it to their warehouse. They hit me with a 550-600$ charge for 1) a device I owned and pay a monthly fee to be insured and 2) a device that was lost/stolen after it left my possession which was packaged in their provided packaging and shipping label.

Now i have a collection charge of $8xx messing up my credit I'm disputing and lost my service because I refused to pay for a situation like this, especially being a long time, happy client of tmobile.

In these situations, the insurance company needs to step up and instead of charging the client practically the full cost of a new phone, change the original claim from defective replacement to lost/stolen device, deactivate the defective device, and call it a day. 

The deductible we pay is no different whether the device is reported lost/stolen vs. defective replacement.

***Beware*** The following is just me venting 😠🤪😂😅😕😐🙄

The only difference is in one situation the person gets a replacement phone right away and walks away without any further responsibility for the insured device, whereas, the other situation requires the claimant to take further responsibility for the unusable device and return it safely to the insurance company by walking into the post office, requesting and paying for certified/signature required delivery to ensure the paperweight arrives at the insurance warehouse so they dont get hit with an extravagant charge that would buy a new phone.

What's the point of replacing a phone if the whole time you can just buy a new phone using the money saved from the monthly insurance coverage payments, deductible, and fee for unreturned device?

There's another company who is questionable as well . I would contact the state attorney general office file complaint and also with the better business bureau

I'm dealing with this exact issue.   Assurant logged the package received feb 20, 2021 but has not processed refund.   I have been speaking to tmobile for months and then this week Assurant said they are putting trace on it.   She said just because they logged package doesn't mean a phone was in it.   Wtf are you kidding me. Now Iam waiting for them to find response from tracer,  allegedly next week.   I'm over this.   If they come back with nothing was in package I will lose it.   I have been a loyal customer for years. I will change to another carrier,  even if my bill goes up. 

I filed a claim for a cracked screen in Feb. 2021. The claim was approved and I was sent a new (most likely refurbished phone). This, after I paid a $99 deductible, not to mention hundreds of dollars in insurance premiums, over the years.

A week after I shipped my old phone back to Assurant via USPS, in the Assurant prepaid envelope that they had sent me, I checked the tracking number on the USPS site. The package had been delivered. I thought no more about the matter.

About a week later I received a letter from Assurant, saying that they had not received my package. I called them, and gave them the tracking number and delivery date. The rep thanked me and said that he would take care of the situation.

This was back in Feb. Heard not a thing more about it, until now. On my May bill from T Mobile, I have a charge of $510 from Assurant for the old phone that I sent back to them in Feb.

I called T Mobile immediately, asking what the charge was for. The T Mobile rep said that he would transfer me to somebody who could help. He transferred me to Assurant!

I was then told, by the Assurant rep that they had found the package, but that there was no phone inside. So, the EXACT same story that I am reading all over the internet, as well as on this site, concerning this company.

Assurant says that they have opened a new investigation, and it should be complete in 3 days. What this means, I have no idea, but guess I will find out. Outrageously, they want me to call them back after 3 days, to find out the results of the investigation.

I have contacted a lawyer, who after seeing all of the EXACT same complaints from, literally, hundreds of people on the internet, is considering a class action law suit.

I have also contacted my representatives in the U.S. Senate, in the U.S. House of Representatives, my State Legislators, and have filed complaints with my state’s consumer protection bureau, as well as the Better Business Bureau.