Asurion replacement phone problems

Asurion replacement phone problems DEFAULT

Former Asurion Staffer Shares Insider Tips On Making Cellphone Insurance Claims

Anyone who has seen our numerous stories about readers dealing with Asurion, the insurance provider for an awful lot of wireless companies, knows that it might not always be the most pleasant experience. Now, a former front-line customer service rep at Asurion has written in to shed some light on what CSRs can and can’t do, and the best (and worst) ways to file your claim.
“First of all, I’d like to say that everyone employed there who works on the phones knows that the process is often frustrating and maddening,” writes CJ, who adds that cursing a blue streak at the CSR probably won’t help. “We have no control over how long hold times are, how poorly an AT&T rep treated you, or how much your deductible is… In fact, yelling makes it a lot likelier that we’ll just speed through the process and possibly neglect to tell you critical information, such as documents that are required to get your claim approved or how long you have to complete your claim.”
With that out of the way, CJ provides the following info they believe will be helpful to anyone making an insurance claim with Asurion:
1. The Deductible Is Not Negotiable.
No matter what the AT&T store or even call center rep tells you, the Terms and Conditions override all that. No, your iPhone deductible is not $50, $100, or $125. Same goes for you Galaxy Note, Galaxy S III, or any other high-end phone. It doesn’t matter how little you paid for the phone, the deductible is not negotiable. That device you got for $99.99 on sale at the store came with a 2-year contract, which is the reason for that price. If you did not have a contract, you’d be charged the full sticker price for the phone, which in most cases (even for “cheap” phones) is several hundred bucks. In some cases, it may be cheaper to use an upgrade or cross-upgrade or even add an additional line than to file an insurance claim.
2. Be Aware Of Time Limits.
Unless you live in Missouri or Alaska, you have 60 days after the date of the incident OR the last time the phone malfunctioned to file your claim. If you live in either of the two aforementioned states, you have as long as you want, due to the laws of those states. You have 60 days after completing the claim to take ownership of the replacement device. As far as I knew, there were never any exceptions granted to those rules.
3. Know What Constitutes A Comparable Replacement Phone.
If the phone you were offered as a replacement is not comparable to the one you had before, tell the rep which features and functions it’s missing (and no, color is not a feature or function). If you have a particular phone in mind with those features and functions and it’s within the same tier, chances are you should be able to get that phone. In a few exceptional circumstances, you might be able to get a higher tier phone, BUT your deductible may be higher should you have to file a claim on the replacement device in the future. Under no circumstances will an Android phone be replaced with an iPhone even if the deductible of $199 is the same.
4. Know The Terms And Conditions Of Your Insurance.
These documents are boring but contain lots of useful information. For instance, if your phone is taken by the police, even if you were an innocent party, insurance won’t cover it. If you give your child/sibling/significant other a phone for them to use on a long-term or permanent basis and they don’t return the device, insurance won’t cover that as a theft because it’s considered a voluntary surrender. For tier 2 and tier 3 phones (high-end Android phones and all iPhones), if you have the device or if the device is found, you are required to return the device to Asurion or you will be charged the retail value of the non-returned device. Also, if you receive a tier 3 device from us and that device is damaged or unacceptable, you’ll be required to return that device and that device must show up as being received in the warehouse before another one will be shipped out to you.
5. Know When To Escalate Your Claim.
The front-line reps are trained to answer questions about claims (except denials, because we weren’t licensed adjusters, we legally couldn’t inform customers of claim denials) and process claims. While we have some latitude in our jobs, if your situation requires more attention, then ask for a supervisor. Front-line CSRs can’t proactively offer to transfer you to a supervisor. Make sure to document with whom you spoke (we couldn’t give out our last names, but we could give our ID #s) as well as any tracking numbers of devices you’ve sent back.
If there’s any dispute about a charge on your bill (like if you returned a device and still got charged for it, or if the claim was filed as a malfunction rather than a theft or loss) or you received the wrong device, those can be leverage when trying to get the situation straightened out. If you know something is up, just mentioning a lawsuit [Ed. Note: We generally do not recommend threatening a legal action just to speak to a supervisor], filing a complaint with the Better Business Bureau, or complaints to state agencies will work in your favor. The CSR will transfer you to someone with a lot more power and ability to resolve the situation in a satisfactory manner. Customers referred to this dept. often end up getting gift cards (they won’t comp you your deductible; not even they can do that) and free accessories.
Thanks to CJ for sharing this info. If you have any helpful information gleaned from on-the-job experience that you would like to share with Consumerist readers, e-mail us at [email protected].

Editor's Note: This article originally appeared on Consumerist.


Secrets Your Mobile Phone Insurance Company Doesn't Want You To Know

Asurion is a company that works with three of the big United States carriers: Verizon, AT&T and Sprint as their officially endorsed subscriber phone insurance provider. Asurion covers loss, theft, accidental damage, and malfunction—the major things that people typically file claims for. Once the insurance claim is approved you'll be told if Asurion is electing to repair or replace the device— and you don’t get to have any say. If it's the latter, they'll ship it out to you overnight. A phone charger, battery, and a SIM card will be included. It may be new, or it may be refurbished. They do not feel obligated to openly inform you as to which you are receiving, but if it’s a refurbished phone it should have “Refurbished by Asurion” on the back of the phone.

Right from the start it’s easy to see how mobile phone insurance is a scam. The people that work in the carrier stores don’t know the details about how Asurion works as an insurance company, and are primarily motivated by the commission that they receive to by adding subscribers. They aren’t really sure whether or not the insurance is worth it but they know that they gain financially by telling you that it’s a must-have. 

The promise of phone insurance and the reality of it are vastly different. Most people seem to think that if they “break” their phone the insurance is there to replace it with a brand new one. For some, a “broken phone” is really just a shattered screen that could have been replaced at a repair shop for about $100, but instead they send it off to Asurion and have their phone (that had a perfectly functional motherboard and had never seen a drop of water) replaced with a “Refurbished by Asurion” phone whose mobo was shoddily repaired after liquid damage by a half-rate technician contracted by the company to mass repair boards collected from other phones sent to the company from customers that don’t really seem to understand what their phone is worth.

To make a point, a customer could bring a phone into Wires Computing and have us put their motherboard into a different frame that’s in decent shape, with a new charging port, battery and LCD, and they would likely be charged less than $200 depending on the model of iPhone. Alternatively, a person could send out their phone that merely has a cracked LCD and be charged between $150 to $200 depending on the deductible to replace it with a refurbished phone containing an older, previously repaired motherboard. The motherboard in the original phone was flawless, and should have been the part of the phone most valued— and now it is the property of Asurion.

These “insurance phones” are reassembled with replacement copy parts by glorified assembly-line workers. We have seen Asurion phones come into the shop that are taped together behind the LCD, with screws left out or loose in the phone. Unlike the repair shop setting, these people don’t know the customers that are receiving the phones and so they are much less invested in doing a good and thorough job. The longevity of these phones is greatly compromised— and to make matters more difficult, any boards that have been soldered during the refurbishment process no longer have the original clues of corrosion, making it much more difficult for even a highly experienced micro-soldering repair technician to return a compromised motherboard to full function. 

Most replacement phones have less than new parts in them that fail pre-maturely and are simply not the same quality of parts a local tehcnician would use. We often see our customers come into the shop with something broken on the asurion replacement phone and after opening it find many issues. Some even being 2-3 year old batteries that have half the life that the original phone had. Adding all the problems up with the phones that are replaced make it surely a crap shoot as to how long they will last. This is often the first time the customer is aware of this, making them wish they had just gotten the phone fixed properly at our local repair shop instead of dealing with a mess of a phone from a big cororation that cares ultimatly only about the bottom line instead of quality phones and parts.

To summarize the main points of this article, phone insurance isn’t what you think it is, and rarely is it worth it. Not only do repair shops pay more attention to each individual phone and customer that come through the door, but they have well-trained staff that do a better job in the first place, with the intention of maintaining the phone’s longevity. 

Samsung Galaxy, battery, iPad Repairs, iPhone, micro solder, repair, solderingJordan WiresWires ComputingAT&T, apple, asurion, batteries, iphone 5, iphone 6, iphone 6s, sprint, verizon9 Comments
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This review is featured by Asurion
Rated with 5 stars
Matthew of Fort Belvoir, VA Verified Reviewer Verified Buyer
Original review: Sept. 28, 2021

Service was fast, prompt, and incredibly easy. A solid experience all around. This is the second time I have used the insurance to replace a broken phone. The online process is self explanatory and the shipping was fast. The follow up was great.

This review is featured by Asurion
Rated with 5 stars
Lisa of Bishop, CA Verified Reviewer Verified Buyer
Original review: Sept. 28, 2021

My claim for a replacement phone through Asurion insurance was very easy and I was very pleased with my experience. My old phone was no longer keeping a charge. I’m happy with my new phone and would recommend Asurion to friends and family.

Rated with 5 stars
Jackie of Fayetteville, GA Verified Reviewer Verified Buyer
Original review: Sept. 5, 2021

My experience having a representative come to my house and replace my screen was excellent! Excellent in every way. However; when I first brought my phone into the store location in Newnan; Georgia for repair I was not overall happy. The gentleman that helped me was respectful and professional. But he insisted I give him my passcode and my phone for a 2 hour time frame. He insisted he could not replace my screen unless I did. If that's the case why did the agent that came to my home not tell me to unlock my phone but asked me to turn it off?

I can't imagine why anyone would unlock a phone and hand it over to anyone; a total stranger, for 2 hours? Why? How is my info protected? It would be like unlocking my phone and leaving it at Macdonald's for 2 hours. Who would do this? Not me! If the agent could replace the screen with it turned OFF- they need to be able to do the same at the repair store location. This DID NOT make me feel comfortable in any way. The personal info on someone's phone doesn't need to be open for access by anyone - especially a total stranger. This policy needs to be changed.

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Rated with 4 stars
Britney of Washington, DC Verified Reviewer Verified Buyer
Original review: May 3, 2021

Overall, the experience was good. IT was improved tremendously by the ATT Protech Support person, Veronica at the Chinatown, DC store location. The part of the phone replacement process which was most challenging/frustrating was having to speak with multiple people between ATT and Asurion. IT would be better if employees of both were all on the same page about the protocols. I spent at least 4 hours on the phone on Wednesday 4/28 morning and still didn't have everything sorted out. Then the day my phone was supposed to arrive as an Asurion same-day delivery, it didn't. I wasn't notified via email and actually sat outside for 2 hours hoping it would arrive. This is an unfortunate part about not having a working phone. IT wasn't until I called the next morning that I was told there was an issue with the drop off. At this point, I hadn't had a working phone in nearly one week. Veronica made my day with her exceptional service and expertise.

Rated with 4 stars
Joseph of Phillipsburg, NJ Verified Reviewer Verified Buyer
Original review: April 5, 2021

Lady on the phone that I spoke with was super awesome and personable. I had a very reasonable co-payment on this equipment but I literally took the Asurion co-payment for screen replacement into account when I bought a phone. I deeply hate the Motorola screen replacement non-program wherein you don't replace screens for Motorola phones. I understand that the corporate line is that Motorola doesn't sell that equipment but replacement screens are available online and to other third parties as well as other phone replacement programs.

I would of course much prefer repairing my phone to getting a brand new one but when I get a brand new one for $9 I can't really complain too much. It just honestly I've spent 20 or even 50 to get my phone fixed the same day instead of a new phone the next day and having that count against your bottom line and my quota on breaking my phone.

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Rated with 5 stars
Donna of Austin, TX Verified Reviewer Verified Buyer
Original review: Jan. 31, 2021

It was a relatively painless experience. Filling in the insurance form was pretty easy since everything was prompted. After receiving the replacement phone, setting it up was a breeze...I just let the phones "talk" to each other. The only hitch I had was activating the new phone. I apparently input the wrong information and the site prompted me to use the Chat, which I tried...but no one ever came on. I waited twenty minutes the first time and fifteen the second time I tried. There was no information as to my place in queue, so I had no reference as to how long it would take.

I finally called and spoke with a rep. who could only try three times to activate the phone... So, am now using the old SIM card...but after calling with regards to something on my bill, I was able to find the correct passwords, etc... (although "the password" was one I used when on the phone to activate and she said did not work...go figure.) Other than that...using your site and following the recommendations/directions was pretty straightforward...

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Rated with 5 stars
Mary of Erie, PA Verified Reviewer Verified Buyer
Original review: Dec. 4, 2020

I never had such an easy, painless experience replacing my broken iPhone before. The morning after Thanksgiving my phone had a little problem with gravity and the screen was shattered to the point that using my touchscreen would result in tiny glass splinters in my fingers. I called AT&T right away to start the insurance process and figured I’d be on hold for hours because it was the day after a holiday. I was pleasantly surprised when they answered my call after only a couple minutes.

After explaining my problem the AT&T tech told me to hold on while he connected with Asurion. Within 5 minutes I was talking to a very helpful, friendly Asurion rep who told me they would be able to ship out a replacement that day and that I would receive my new phone by Saturday noon. FedEx pulled up in front of my house at 11:57 AM. From start to finish I had amazing assistance and was stunned to have my replacement phone in my hands within 24 hours. You guys rock!

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Resolution In ProgressRated with 1 star
Billi of Lewistown, PA Verified Reviewer
Original review: Oct. 4, 2021

Asurion is the worst!!! Better off to save the money and pay for it when something goes wrong!!! I pay for insurance for years and then go to use it. Try to do it online and it said I had to call. Was trying to send me a new phone, didn't want a new phone... just wanted my screen fixed. The girl said it wouldn't let her do just a fix screen and put me back in the queue and got NASH on the phone. Now after verifying with a pin to my phone... now they can't do anything for me till I send them my driver's license and another form. All the money I paid for insurance I could of just paid someone to fix it and it would of been cheaper. Cancelling Asurion after they fix my screen!!!

Asurion response

Hi Billi, I do appreciate your patience and will be happy to help you with this. Allow me to take a deeper look into the next steps of having your claim completed. I will be happy to private message you. -Ari

Rated with 5 stars
Paul of Moreno Valley, CA Verified Reviewer Verified Buyer
Original review: Oct. 4, 2021

Easy and quick when something broke on my device. Got a replacement within a few days with a low copay and an assistant walked us through all of the setup steps and helped with transferring of data between the devices.

Rated with 1 star
Calvin of Desoto, TX Verified Reviewer
Original review: Oct. 4, 2021

I have attempted for the last six months to have a warranty/insurance honored. Asurion keeps sending me to AT&T and AT&T keeps sending me to Asurion. I have gone online and attempted to file a consumer complaint and it is difficult, (I'm sure by design), to file. I will keep attempting to have something done. I was told on my ninth call to AT&T and Asurion to go to the AT&T service center and I did. They (AT&T rep) told me that since I didn't have that account and number with AT&T any longer you wouldn't honor the Asurion warranty.

When the claim was filed I spent 4 days attempting to get the phone and the service working. It is my main business line. If I was to keep trying to get the warranty and insurance and service for a month or more I would be out of business. It was extremely necessary for me to get that number operational immediately. It would be ludicrous to not do something immediately.


Dr. C. Ray Calhoun
Best-Selling Author
John Maxwell Team

Certified Executive Director

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Rated with 5 stars
Andy of Fort Worth, TX Verified Reviewer Verified Buyer
Original review: Oct. 4, 2021

We had somewhat of a complicated claim because of wrong information that we put on our initial contact. Also the replacement phone we received would not turn on. The first young lady had helped get us Almost finished, when we got disconnected. The second young lady picked up right where we had ended with the other and completed the claim. Both were very helpful.

Rated with 4 stars
Donna of Houston, TX Verified Reviewer Verified Buyer
Original review: Oct. 4, 2021

The process to submit the claim and get it approved was simple, but the replacement phone got hung up in shipment. We were one day away from needing a replacement phone for the replacement. I don't have anything else to say except that we spend a lot to be sure we can get a replacement that we still spend $200 on.


Asurion Response


September 29, 2021 ***** ***** ************************************* Re: Case # ******** Dear Mr. *****, In regards to above-referenced case that you filed with the Better Business Bureau ("BBB"), we submit the below in response. The case you filed with the BBB on September 1, 2021, states: "Had an insurance claim with ***. They promissed a phone overnighted. The phone did not arrive. I called and then I received two phones on the same day. I exchanged the broken phone and sent it back as instructed. I also sent the secondary phone they sent me back. I have tracking numbers for proof. I was charged two non returned device fees. *** got one fee removed however, they have not removed the second non returned device fee. I have wasted countless hours on the phone with *** to no resolve." The desired resolution listed in your complaint states the following: "Billing adjustment." Response: Asurion Protection Services, LLC ("Asurion") is the licensed insurance agent and claims administrator for the **** Protect Advantage for 1 ("PA1") program, which is an optional device protection program available to **** customers that provides coverage for one eligible wireless device in the event that it is lost, stolen, damaged, or experiences a post-warranty malfunction. Customers can file a claim by calling Asurion's toll-free number at **************, or by going online at***. Your enrollment history reflects that on June 2, 2021, you enrolled the wireless number ending in in 2078 in the **** Mobile Insurance ("MI") program. On July 23, 2021, you opted to cancel MI, and instead, enrolled in the PA1 program. On August 29, 2021, you requested to cancel PA1, and the wireless number ending in 2078 is no longer enrolled in the PA1 program. Following enrollment in the MI program, on June 8, 2021, you were sent a Welcome Letter which provided access to the MI terms and conditions and a copy of the Coverage Certificate. Following enrollment in PA1, on July 26, 2021, you were sent a welcome letter which provided access to the PA1 terms and conditions and a copy of the Coverage Certificate. The Coverage Certificate outlines the terms and conditions of the insurance coverage. The program materials and Coverage Certificate contains the following relevant provision to your m***er: If your device is defective or has been damaged, and you are being provided a replacement device, it must be returned using the prepaid shipping label provided with your replacement device. Non-return charges of up to $850 may be added to your wireless bill for failure to return your defective or damaged device. VI. DUTIES IN THE EVENT OF A LOSS. F. If the cause of Loss is not loss or theft, you must keep the Covered Property until your claim is completed. If the cause of Loss is loss or theft and the Covered Property is later recovered, you must notify our Authorized Representative, even if your claim has already been completed. If we replace the Covered Property, we may require you to return it to us at our expense. If we so direct, you must return the Covered Property to us in the return mailer we provide within ten (10) days or pay the non-returned equipment charge applicable to the model of Covered Property that suffered the Loss. YOU CAN AVOID THIS CHARGE BY SIMPLY RETURNING THE COVERED PROPERTY AS DIRECTED. Asurion reviewed your concerns and determined the following: On June 3, 2021, you completed a claim because your ***** iPhone 11 Pro Max (256GB) ("Claimed Device") was damaged. The loss date reported was June 3, 2021. During the claim completion process, you accepted the terms of the claim, and authorized the $250 deductible billed to your wireless account. On June 8, 2021, Asurion completed a reshipment for another ***** iPhone 11 Pro Max (256GB) ("Replacement Device 2") because you indicated that you never received the initial ***** iPhone 11 Pro Max (256GB) ("Replacement Device 1"). On June 9, 2021, both Replacement Devices 1 & 2 were delivered to you. On August 4, 2021, **** charged you a $650.00 non-return fee ("NRF") because the damaged Claimed Device was not returned to ****'s fulfillment center within ten (10) days of receipt of the replacement device. On August 8, 2021, **** charged you an $850.00 non-return fee ("NRF") because Replacement Device 1 was not returned to ****'s fulfillment center within ten (10) days of receipt of Replacement Device 2. Having not received the damaged Claimed Device or Replacement Device 1, your **** account was properly assessed the $650 and $850 NRFs in accordance with the PA1 Terms and Conditions. However, since that time, **** has applied a $650 NRF credit on August 5, 2021 and an $850 NRF credit on September 2, 2021. Therefore, we believe the issues raised in this m***er have been resolved. If I can be of further assistance to you regarding this m***er, please contact me. I am available by email Monday through Friday between the hours of 9:00am to 4:00pm CST. Regards, Joy C*********, Compliance Coordinator Asurion JC********* P ************ F*************


Problems phone asurion replacement

A Rundown on Getting an Asurion Replacement Phone Under Warranty

Asurion is a company that provides device insurance, extended warranties or protection plans, and tech support. Learn all about Asurion’s phone protection plans and ways to file a warranty claim and get a replacement phone or warranty service.

Asurion’s Protection Plan Coverage

The Asurion Protection Plan or extended warranty covers various electronics, including cell phones. Asurion is your safety net when facing pricey repairs or phone replacement because the plan encompasses much more than a manufacturer warranty:

Manufacturer WarrantyAsurion Protection Plan

Defects in design, materials, and workmanship

  • Manufacturer warranty features
  • Regular wear and tear
  • Damage caused by power surges
  • Electrical or mechanical breakdowns
  • Damage due to environmental factors

Asurion Warranty Phone Number and Other Methods of Filing a Warranty Claim

You can submit your Asurion warranty claim in a few different ways. If you want to skip dealing with customer service on the phone or going through too many steps online, turn to DoNotPay! Check out the instructions for each method of filing a claim and see for yourself why our app is the best choice!

Initiate an Asurion Warranty Claim Over the Phone

To file a warranty claim with Asurion via phone, call (888) 881-2622. Describe the issue you’re having with your phone and request a phone replacement if you wish.

Asurion gets a high volume of calls since it’s partnered with major providers, such as AT&T, Sprint (part of T-Mobile), and Verizon. If you don’t want to wait forever on hold, use DoNotPay! Our app can hold the line in your stead and invite you to join the call once a customer service rep picks up.

Initiate an Asurion Warranty Claim on the Website

If you want to submit your Asurion warranty claim online, here’s what you need to do:

  1. Go to the Asurion website
  2. Click on Claims in the upper right corner
  3. Select your provider
  4. Tap on Get Started
  5. Type in your wireless or mobile number
  6. Click on Verify to show you’re a real person
  7. Hit Get Started again
  8. Follow the prompts and file your warranty claim

Here’s an overview of the ways to file a warranty claim with Asurion:

Can You Claim Your Asurion Warranty ViaYes/No
In PersonNo

DoNotPay—The Best Way To File Your Asurion Warranty Claim

The easy way of dealing with your Asurion warranty and getting a replacement phone is using DoNotPay! Here’s how it works:

  1. Open DoNotPay in any web browser
  2. Find the Claim Warranty feature and pick Warranty on a Purchased Item
  3. Type in Asurion and provide a few more details
  4. Click on Submit

By taking these short steps, you have finished your part! DoNotPay will take over and submit a warranty claim with Asurion. The company will get in touch with you directly and discuss warranty service details.

Not only can we deal with Asurion, but other well-known companies as well, such as HP, Sony, Apple, and Samsung.

You can also count on our assistance regarding your car, home, or used-car extended warranties. In case you don’t have a home warranty yet, rely on our home warranty reviews and explore some of the most popular home warranties in America.

Appeal a Rejected Warranty Claim With DoNotPay

If Asurion rejects your warranty claim, you may feel defeated and give up on getting warranty service. What you should know is that most companies deny warranty claims, but you have the right to file an appeal! If this sounds like a lot of fuss, that’s why we’re here! DoNotPay will simplify the appeal process by asking you only a few questions, and we can handle the rest.

All you have to do is follow these instructions:

  1. Access DoNotPay from your web browser
  2. Pick the Claim Warranty feature
  3. Click on Appeal a Denied Warranty Claim
  4. Provide a few details about your phone and the original warranty claim
  5. Tap on Submit

We will automatically submit an appeal letter with Asurion on your behalf.

DoNotPay Has Many Helpful Features in Store for You!

DoNotPay has the answers to all your warranty questions. Whether a dealer is refusing to cancel your extended warranty, you need help filing a laptop warranty claim, or you want to brush up on warranty laws, we know what to do!

Visit DoNotPay in your web browser, and you’ll also be able to:

Asurion Phone Replacement - AT\u0026T - Samsung Galaxy S10+ 128GB - Unboxing

Asurion FAQs and information

Answers to our most frequently asked questions

How do I start a claim on my protected device?

How many days do I have to start a claim?

What do I do with my old device?

What replacement phone will I receive?

Is Accidental Damage from Handling (ADH) covered under a service plan?

Will my appliance or home electronics be repaired or replaced?

Can my plan be cancelled?

Is there a waiting period before I can start a claim for my phone?

What mobile phones are eligible for coverage?

Why do I have to pay a deductible if I start a claim for my phone?

How do I start a claim on my protected device?

What do I do with my old device?

Is Accidental Damage from Handling (ADH) covered under a service plan?

Can my plan be cancelled?

What mobile phones are eligible for coverage?

How many days do I have to start a claim?

What replacement phone will I receive?

Will my appliance or home electronics be repaired or replaced?

Is there a waiting period before I can start a claim for my phone?

Why do I have to pay a deductible if I start a claim for my phone?

Browse questions by topic


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