Assurant Refused to provide a replacement device Santa Ana California

Complaint Description:
Unfair business practices. They refused to replace my damaged Samsung Galaxy S10plus, which I have been paying monthly insurance on since I purchased My husband purchased a Samsung Galaxy S10 plus as a Birthday glift in November of 2019. He purchased the phone in a Tmobile store. He paid full price and did not purchase the phone under my phone plan. He didn't have access to the account. Later the same day, I returned to the same store and they connected my phone and switched the data for me. I have been paying insurance for this phone since we made the purchase.

I have their best protection program called 360. The plan is supposed to cover accidental damage. This is a business account and I have a total of 4 lines. I dropped and cracked my phone on 8/9/20. On 8/10/20, I called Assurant and filed a claim for a damaged phone. The entire process was so difficult, a representative from Tmobile stayed on the line and assisted the process. The assurant agent approved the claim with some resistance but said a phone would be shipped within 24 hours. I waited all day on 8/11 and nothing was delivered. On 8/12 I received an email from Assurant requesting a copy of the original receipt. I do not have the original receipt. My husband lost it.

On 8/12/20 I called Tmobile and they verified the phone was purchased at one of their stores. A Tmobile supervisor called Assurant on three way and Assurant said they needed the receipt to confirm the make and model of the phone. The Tmobile supervisor verified that information but Assurant still wants a receipt. The Tmobile supervisor tried to help me but Assurant refused. The tmobile store where I purchased my phone is closed due to Coronavirus. I cannot obtain a receipt but Tmobile can and did verify the information that Assurant requested. Assuant and Tmobile can both trace the MEI number of my phone. The MEI number also shows the make and model of the phone. I have the original phone box as well. I believe they are practicing unfair business.

They can clearly verify the make and model of my phone. I have been unemployed since March. I am using my phone to sell online and this is causing a huge financial burden. This phone cost well over $1,000. I do not have the money to purchase a new phone, which cost $999 . I also shouldn't have to do so because I've been paying for 360 protection plan. This is the 2nd time I have had a similar issue with Assurant.

They purposely malke the entire process as difficult as possible to deter customers from receiving their rightful insurance claims. Not even the supervisor from Tmobile could reason with them. This doesn't seem fair to me. Especially when we are going through a pandemic and people are suffering and struggling to stay a float, like myself