First of all, I will state that during the sale of my Verizon contract, there was no mentioning that I would be possibly getting a used replacement phone. I did not see Asurion's name of anything refering to a third party when choosing the insurance option. According to a class action lawsuit that they lost to, they were required to clearly state in their marketing that you may receive a used phone.
It all started when I dropped my phone in water. I called verizon and they gave me the phone number for asurion. I went online as the phone was taking too long. When filing my claim, there was nothing on the entire website saying that you may receive a used phone, the only wordage they use is "replacement phone". After paying my $100 deductible, my phone came the next day in a small brown box with no manufacturer packaging, and I mailed my broken phone in the envelope provided. I noticed many scratches, weathering in the charging port, and the headphone jack did not work. The phone they sent obviously had water damage. I called Asurion and complained, I requested that they send me a brand new phone, and thus my second claim had been created. The phone came the next day in manufacturer packaging, I was satisfied with the replacement finally. I mailed back my phone in the envelope provided.
I thought I was done with Asurion until today, when they called me and claimed that they did not receive the second phone that I sent back. I call total BS! How convenient for them, they make you send the phone in their prepaid postage and they can just claim that the phone was not received. Some of the phones that they send aren't even worth the amount of the deductible. I am 100% sure that someone has probably received my old water damaged phone by now, thinking they are getting a new phone. The scumbags running this company make me sick. I will not be paying the non-return fee, and would love to join in a class action lawsuit against Asurion.