I purchased the insurance for my Droid based on the recommendation of Wirefly.com. However, Wirefly.com has nothing to do with the servicing if you have a loss. They will refer you to MDPA (Mobile Device Protection Association) who will hand you off the Wholesale Wireless.
My claim begins the day my Droid was stolen from my purse at a shopping center on Friday April 22, 2011. When I got home I realized my phone was missing. Having used it in the store, I knew it must have disappeared there. When I arrived at the store no one knew anything about it. I went back home, but since I had no phone I had to wait for my son to drop by. I used his phone to finally contact Wirefly.com, who sent me to MDPA. Unfortunately it was 4:45 pm on a Friday, and it so happened they CLOSED at 4:30!
So no claim could be filed and I wouldn't be able to talk to a human until 8:00 a.m. Monday (this would never happen had I bought the insurance through Verizon, by the way). I reached somebody somewhere--Wirefly maybe?--who told me that I had to get a police report. The police told me I had to return to the scene of the crime and meet an officer there. I got there in 11 minutes and he had already come and gone. I called the police again and they chastised me for not being there. I waited about 15 minutes and the officer showed up.
I was angry and filed a complaint with BBB in Boca Raton saying that cell phone insurance should be a round -the-clock proposition; losing a cell phone for a lot of us is an EMERGENCY. When I called them first thing Monday morning, the first guy was polite, but at some point he realized I have filed a complaint with the BBB and he put a woman on the phone. She informed me coldly that since I had filed a complaint with the BBB they could no longer talk to me and I would have to have the BBB talk to their legal department!
I called the BBB and they told me that "didn't sound right" but they would make a report. A day later we were hit by tornados and we were out of commission completely. I couldn't really talk to anyone, but I needed my phone more than ever. We had no power, no email, no local phones, and I had no cell phone. On the 9th day without power, I received a new phone. It was an upgrade from a Droid to a Droid 2.
However, it became immediately clear that this phone could not hold a charge. I used it on a trip two days after I received it and I had to recharge it every 2 hours. Sometimes it would just go off for no reason, often right after charging it all night. When I got back from my trip, I complained again and they told me to ship it back to them. As inconvenient as this was, it wasn't doing me much good to keep it so I mailed it to them so they could check it. I went out and bought a cheap temporary phone in the meantime.
They determined that they could find nothing wrong with the phone, so THEY SENT IT BACK TO ME! I couldn't believe it. I called them and pleaded with them to please do something: I have three children with illness and I am disabled myself, and we depend on our phones. This phone does NOT work. They told me I wasn't charging it long enough, I needed to charge it for 24 hours the first time, so I tried that. First phone call to my father was cut short when phone died.
I called them again and spoke to "Larry". He sounded very nice and apologetic. He sounded like a take-charge person. He sent me a UPS tag and said as soon as he saw that UPS had picked up the package, he would send me a brand new one that same day. That was last Thursday. When I hadn't received it by Monday, June 13, I called Larry again. He wouldn't come to the phone. He wouldn't yesterday either.
It is now June 15, 2011. I have been without a working phone for about 2 months.