Complaint / review text:
Filed a claim two weeks ago on a T-Mobile phone that is insured through Assurant ins.initially they asked to have a form filled out on line to explain the loss. This was done. Then they said they were having problems processing the claim and to e-mail customer service and someone would contact me within 24 hrs to resolve claim. I sent e-mail. Got no call or return e-mail. Did this every day for two weeks. Then Assurant said my claim was "red flagged" for possible fraud and that they cannot put me through to speak to someone in their "risk referral" dept. Assured them that there was no fraud and that if someone would just talk to me, I could answer any questions or address any problems. Was told every day when I called that there are "millions" of claims and that it will take 30 business days for a decision!
In spite of the fact that I am eligible for a phone replacement, under the terms of the ins. Policy, and T-Mobile is still charging for the phone I do not have now, no one I have spoken to at T Mobile or Assurant will send or give me a replacement phone without waiting the 30 days! The inability to ACTUALLY speak with someone in the dept that is responsible for investigating and processing the claim is infuriating!!! They hold the customer (and their so called insured phone) hostage while they fail to process their claims in a timely manner or even SPEAK to their customer!