Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Mishandling of Device Insurance Claim, Failure to Provide Resolution Background: On 1/11/25, I filed a claim (#********) with Assurant for a lost phone and paid a $*** fee for a replacement. That evening I recovered my phone & contacted Assurant on 1/12/25 to cancel. Assurant refused, stating they could not stop the process, instructing me to return the replacement upon receipt. The replacement arrived on 1/14/25 and was returned via USPS using Assurant’s prepaid, insured label (Tracking #***********************. Yet on 1/17/25, Assurant bricked my recovered phone, making it unusable despite following their instructions. My Actions-1/18 to 1/24: Called Assurant ~10 times; each time I was told my phone would be unbricked in 2-3 business days due to tech support delays. Never happened. 1/24: Emailed Assurant (contracthelp@assurant.com) a formal complaint. The automated response stated my request would be handled within 30 days. 1/30: Called Assurant again; they refused to help/unbrick my phone, stating they would not do so until 2-3 business days AFTER receiving the package. If lost, I’d be charged an unrecovered equipment fee despite it being insured. They advised me to contact USPS. 1/31: Filed a Missing Mail Search Request with USPS (Request ID: *** ** **** ****). 2/4: Filed a USPS case (Service Request #74350058) to locate the package. Complaint Against Assurant: 1.Refused to cancel my claim despite my immediate request before the replacement shipped. 2.Bricked my recovered phone despite returning the replacement. 3.Lied repeatedly about unbricking my phone and misrepresented the process, leaving me without a phone. 4.Refusal to acknowledge they insured the package and threaten additional charges. Requested Resolution: 1.Immediate unbricking of my phone and restoration of service. 2.If my chargeback fails, refund the $*** fee for a phone I do not have. 3.No charges for an insured package that USPS lost. 4.Policy review to prevent future issues and an apology.

  

  Business response

  02/06/2025

  February 6, 2025
  
  The business responded to this complaint but has asked that its response not be published.

  Customer response

  02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and since they were able to get my device unblocked and I will not be charged/paying the fee for the returned device, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was told I was going to get paid adjusted amount. Of $***** and I did not receive this payment and I've been trying to contact them and no contact has been made. They do not want to contact me they do not want to talk to me I've tried several times and nothing.

  

  Business response

  02/06/2025

  The business responded to this complaint but has asked that its response not be published.

  Customer response

  02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Requested a replacement phone visa ***** phone arrived did not work returned it was charged a deductible need refund did not get anything from them phone returned was received each call since November and December now end of January refund is coming

  

  Business response

  01/31/2025

  January 31, 2025

  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL 33407

  The business responded to this complaint but has asked that its response not be published.

  Customer response

  02/03/2025

  Refund received

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 5 year warranty through Assurant for a bed that I purchased from ******** *******. The bed rails are broken and I filed a claim for them in November of 2024. The claim was approved for replacement on 11/21/24. I called ******** ******* to get the bed rails replaced and was advised that they had filed bankruptcy and no longer had the rails. I then reached out to Assurant so see how I would get the rails to fix the bed and I was advised that I would get a check for what the bed rails would cost. On the flyer that I was given at the time of purchase it says if they can’t fix it they will replace it. I was sent a check for $***** and I feel like they should have sent me more to replace the entire bed since I can no longer get the rails to fix the bed.

  

  Business response

  02/03/2025

  February 3, 2025
  
  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL  33407

  
  The business responded to this complaint but has asked that its response not be published.

  Customer response

  02/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 5 year warranty through Assurant on my kitchen refrigerator/freezer in 2022, and then filed a claim 1/10/25 after the unit stopped cooling and freezing entirely. The company that Assurant uses for repairs had very limited availability, with the only available appointment in the next two weeks being 1/14/25. I was, however, informed that they would have all parts needed to fix the unit at that point, and if not, the pro-rata purchase price of the fridge would be refunded in order to buy a new one promptly. That, however, was not the case. The repair technician pretty quickly determined that the compressor went out, but was informed that the needed parts to fix it would not be available for another month. The technician then spoke with Assurant to see if they would pay out for a new fridge given the scope of the repair and significant delay in getting the needed parts, but Assurant insisted on waiting to repair, instead of replacing. I then called Assurant’s customer service (which is nearly impossible to speak to a real person) in an attempt to find a solution so we wouldn’t be without a fridge/freezer for a month+, but the representative I spoke to was one of the worst I have ever encountered. He continually spoke over me and provided generic responses, without ever taking the time to listen to what I was actually saying. He continually repeated the same comments, asked the same questions, talked over me, and would not escalate the call to a manager after my requests to do so. So, despite having paid hundreds of dollars for this warranty coverage, my family and I will be without a fridge/freezer for at least a month due to Assurant’s poor customer service and lack of urgency, showing that quality customer service is not of any importance to them. If a timely repair cannot be made, a refund of the unit's purchase price should be provided.

  

  Business response

  01/28/2025

  January 24, 2025
  
  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL  33407
  
  The business responded to this complaint but has asked that its response not be published.

  Customer response

  01/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for 5 years of repair service for an in the wall heater/ac unit. When I had to call for a repair,, I have received a run around as to if ever the repair will be made. I am giving a repair date but no technician ever shows up. When I use the robot controlled phone status check, I am informed "no information" exists about my claim. The website then reports that my repair is scheduled for the following day but again no one shows up. And once again the robot can find no information about my claim or repair status. When someone, I believe in India, answers the phone, I am directed to call several numbers all of which take me to the same robot controlled system. The bbc should post a warning about this company. Assurant is a scam and ** should not permit its logo to be associated with it.

  

  Business response

  01/23/2025

  January 23, 2025
  
  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL  33407
  
  The business responded to this complaint but has asked that its response not be published.

  Customer response

  01/24/2025

  
  Better Business Bureau:
  
  I have accepted Assurant's solution to the problem. The company's representative who contacted me was very helpful in that he both explained the reason for the delay in service and the positive response to the problem. His investigation revealed that the case of the delay was not in any way a deliberate attempt to delay service and that the valid reason was the absence of a qualified technician in my service area. The service desk handling the scheduling of a repair service was incapable of transmitting this vital information to me. However, based upon the prompt response to my BBB complaint, I have been assured that Assurant is a company that wants to service its clients in the best possible way. The BBB should also be congratulated in its ability to forward a complaint to the most appropriate party. Thanks to all.
  Sincerely,
  
  ***** **********

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction: October 2024 (Device received by Assurant on October 22, 2024) Amount Involved: $****** What the Business Committed to Provide: Assurant, as ********’s insurance partner, provided a replacement phone and required me to return my damaged phone to their facility. I followed all return instructions, including using the provided shipping label and box, and the device was confirmed delivered to their facility in Lewisville, Texas, on October 22, 2024 at 1:18pm. Nature of the Dispute: Despite returning the device as instructed and the device being received on October 22, 2024, Assurant has failed to process it in their system, resulting in a $****** charge on my ******** account. This charge has caused significant stress, as ******** has informed me that service interruptions and late fees may apply due to the unresolved balance. I have repeatedly contacted ********, which referred me back to Assurant. Assurant, however, has failed to locate or scan the device for almost three months, despite my contacting them multiple times and providing proof of return. Assurant’s delay in processing my return has left me caught in the middle, with no resolution in sight. Attempts to Resolve the Issue: I have spoken to both ******** and Assurant representatives multiple times. While ******** applied a temporary 15-day bill hold, they state they cannot remove the charge without confirmation from Assurant. Meanwhile, Assurant has not taken responsibility for locating and processing the returned device. This lack of communication and action between Assurant and ******** is unacceptable. As a customer, I have done everything required on my end, yet I am facing potential service disruption and financial penalties due to their mishandling. Desired Outcome: 1. Immediate confirmation that my returned device has been located and processed. 2. Removal of the $****** charge from my ******** account. 3. Waiver of any late fees or penalties caused by this issue.

  

  Business response

  01/14/2025

  January 14, 2025 
  
  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL 33407
   
  The business responded to this complaint but has asked that its response not be published.

  

  Business response

  02/07/2025

  February 7, 2025 
  
  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL 33407
   
  The business responded to this complaint but has asked that its response not be published.

  Customer response

  02/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this service protection when i purchased my new ** Profile Performance gas ran**.9/3/21. Policy # ********* In mid November of 2024, I noticed the upper and lower ovens were not reaching the set temperatures. Also, when I set a temperature, sometimes the oven would begin heating up then turn off on its own never reaching the set temperature. They set up a repair for November 27, 2024. A repairman came and was at my house for a few hours, first telling me nothing was wron,g then he made several calls to his office and after a few hours informed me he was ordering 3 parts. The same repairman returned on December 12, 2024 to install the parts. He never left paperwork as to what he actually replaced. A few days later I went to use the oven and experienced the same issues, not **tting to set temperatures and turning off soon after setting temperature. I called back for service, never able to speak to a human, only virtual assistants.. I was given the date of December 23, 2024. A different repairman showed up and stated I dont even know why they sent me, the office is closed and I cant call anyone so its not worth me even pulling the stove out, you'll have to reschedule. They automatically rescheduled me for 12/31/24, fearing the same issue as Christmas Eve, I rescheduled to January 2, 2025. On the day they were to arrive, I received an automated text stating, due to unforeseen issues they have to reschedule. They then scheduled me for January 7, 2025. After waiting part of another day, I received the same text saying due to unforeseen circumstances they have to reschedule. I have tried calling every number I can find for them and was able to speak to one **ntleman in sales who said he would escalate my issue to a supervisor and they would contact me in 1-2 days. A week has gone by and I have not spoken to anyone. I have been without use of my ovens since November, having gone through the holidays without them. I paid for a service I did not **t.

  

  Business response

  01/28/2025

  January 28, 2025
  
  Better Business Bureau, Inc.
  Southeast Florida and the Caribbean
  4411 Beacon Circle, Suite 4
  West Palm Beach, FL  33407
  
  The business responded to this complaint but has asked that its response not be published.

  Customer response

  01/28/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have mobile insurance coverage with Assurant through my ********* Credit Card. On Dec 5th, I lost my device while travelling in Mexico (I am based in Canada) , I was able to file for claim on Dec 18th after I was able to. I provided Assurant all the document they needed, including a notarized letter explaining the situation, the credit card statement, receipt from Apple. Assurant has decided to reject my claim based on the fact I was not actively on a Canadian Cell Network when I was in Mexico. Which is ridiculous, as the device is full paid off via the credit card, so it was not owed on any network, and my device was on a Canadian VoIP provider while I am travelling. I would like Assurant to honor their insurance policy The Claim - File # ******

  

  Business response

  01/13/2025

  The business responded to this complaint but has asked that its response not be published.

  

  Business response

  01/14/2025

  The business responded to this complaint but has asked that its response not be published.

  Customer response

  01/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** **

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased this extended warranty in the amount of ******* on 1/3124 for 2022 **** ******. On 8/21/24 another driver ran a red-light light and totalled this vehicle. Their insurance settled and on 10/25/24 papers were from the dealer to cancel this warranty. They have since been sent several times after Assurant stated they so not have papers to cancel and refund any money due. It looks like now it's under ***** not Assurant. I longer own this vehicle.

  

  Business response

  01/14/2025

  The business responded to this complaint but has asked that its response not be published.

  Thank you!

  Customer response

  01/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩