5/5

posted Apr-13-2013

"Securranty has responded to my complaints and addressed them completely. I am satisfied with the resolution and consider the matter closed. Alex Davidson personally called me and had a phone shipped to me. He was instrumental in rectifying the situation and making sure I was satisfied."

This review was modified by Kemken on April 15 2013 08:05:23 AM

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5/5

posted Sep-27-2012

"I experienced very quick, professional and helpful personal service when I had to file a claim. The process was very streamlined and I felt I was treated very fairly. I am happy I decided to purchase coverage through Securranty.com!"

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5/5

posted Sep-18-2012

"Extremely happy with the warranty I purchased for my two iPhones AND the excellent customer service (via email) I received when I had to file a claim. The response to my claim was immediate and the instructions that followed were clear and concise. The first claim warranted me sending in one of my phones for repair. The turn-around time was within 5 days. The response to my second claim impressed me the most... Securranty could have easily suggested that I send my "dead" phone to them for repair and suffer paying the deductible; however, since I had not dropped my phone or spilled anything on it, they suggested I take the phone to a local shop to get it repaired and they would reimburse me. I did this and it turns out the phone just needed to be reset--at no cost to me. I have referred Securranty to many of my friends and family members because I've been impressed with my warranty and their customer service."

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5/5

posted Aug-15-2012

"Had an amazing experience dealing with Securranty when replacing my stolen iPhone. I was dealing with Alex, who was beyond helpful and patient with all of my requests and insured that I was back on track with an iPhone in hand in no time! Could not be more grateful to Alex and the Securranty team."

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5/5

posted Aug-13-2012

"Like all of you, I've been researching a good insurance provider for the IPhone 4s because apple does NOT cover such a VITAL situation - Loss/Theft.(Which I'm sure they purposely do this to get your money!). I kept looking at reviews only talking about the purchasing process (which is obviously the easiest part), but never about the actual claim process. I will explain my actual detailed STEP BY STEP process, especially since I went through it this past week. So I'm sure this review will give you some reassurance and ease. But keep in mind I am only 1 customer amongst millions!

I purchased the 1 year warranty containing water damage, hardware damage, etc. from securranty, MOST importantly loss and theft. According to Alex, who I had been emailing, unfortunately states they no longer offer Loss/Theft insurance for IPhone - which was the sole purpose of me purchasing this insurance.

During the time I purchased the coverage, I had a 15% discount, so I paid about $74 for a years worth. I was not sure if I had wanted to stay with the IPhone for the full 2 year term, so I did it based on a yearly basis - which they let you do. Which is VERY convenient. Especially, if you do not have the money upfront for their 2 year price, it was nice. What I also liked was that if I ended up getting a different IPhone (i.e. someone gave me a free IPhone, if my original one was damaged and didn't want to pay a deductible or something, I can update my serial number and have that covered instead. Basically they are very flexible to your situation.

So about 8 months into my contract someone ended up stealing my phone. (Ohhh the set backs of having an awesome IPhone. Everyone wants one but no one wants to pay for it). As I've heard in many reviews before, securannty does not really give you a clear instruction of how to process a claim when your in the actual situation. They do in their VERY FINE print, so make sure you read over it before you purchase, and if your comfortable with the process. It's mentioned, so you cannot blame them for misinforming you. However, they do not provide the information easily enough for you to reference to. I felt I kept asking Alex (securranty guy) a lot of questions (which he answered) but I felt if I didn't ask I would have never known.
So here are the basic steps of whats needed when filing a claim, and I'm speaking on behalf of loss/theft. I don't know if it's relevant anymore since they don't offer this to IPhone but they may to other phone models. Either or here I go!

Basically them items that you need are:
*Police Report
*Copy of receipt of original purchase of the phone
*Letter/email from cell phone provider mentioning that you called and put yourself on "Stolen/Loss" status on your plan. Also that your phone had been stolen. (Like an actual personal email. What I did was have the guy type it out as I dicatated what I had wanted him to say. Included HIS contact, as well as photocopied his business contact card information)
*Phone log of up to when you had lost the phone.

It was not hard to obtain all this information. Yes, it's annoying and it takes time, but it needs to be done. Insurance fraud seems to be frequent (even drivers!) so they need the necessary information to really make sure that your situation is legitimate. I then scanned all this information and sent it to Alex via email. His responses were quick, and even the underwriter (the one who views these documents) was able to assess my papers and send me my invoice quickly.
So like I said, after the documents are in, they send you an email regarding your deductible. Mine was $145 and I paid through paypal.

After that, they send you a tracking number and ship your phone to you.

They state they send you either a reimbursement check (RARE) or a new phone (RARE), or a refurbished phone (most likely - they sent this to me) in times of replacement. I received my refurbed phone in the mail in about 3 days. This whole process takes about a week, so find an alternative until then. The only thing I did not like when they sent the phone was the packaging. They wrap it up in bubble wrap, but they just place it in a box which basically does not hold the phone in place. It moves too freely around the box, it's basically shaking up the phone. (I recommend you put some type of cusion so the phone won't be moving so much like that. For the value price of the IPhone, refurbed or not, I think it should be better packaged).

But anyways, I'm happy with the phone I got. No nicks or scratches, basically looks like brand new. You couldn't tell the difference. I've been testing the battery life and it's really no difference. I know...you want a brand new one, but what company will actually send you one. And just be happy you got a phone! Phone's are really necessary, especially during the line of work you do. So it can get very annoying.
Overall, the process went smoothly. When I first filed my claim, Alex contacted me in less than 24 hours. [Oh and you get a 30 day warranty of the phone they send you. Any problems you can send it back]

My last piece of advice is that, since they don't offer Loss/Theft anymore, and they basically cover what Apple Care covers, if you turn in your phone to apple care, they can replace your phone completely for a BRAND new one, or if ceratin parts of the phone are broken, they replace the parts with ORIGINAL manufacturing parts - basically parts FROM Apple. I don't know if that is a big issue for you, but I've grown up with technology, I can always tell the difference :p.

Those who went through a similar situation, take the time to share! I know it's a bad experience and you just wanna be done with it, but these type of reviews are always helpful for people searching for insurances. That's what I had wanted before I purchased this! They did not have a lot. They were still relatively new.

Overall, I say go for securranty. Even though they may not offer Loss/Theft for IPhone, take this review to realize their legitimacy of their services. They are prompt, and always ask questions. BE annoying, you have the right as a consumer to know everything about everything you are purchasing.

:)"

This review was modified by SeccUser23 on August 13 2012 08:19:11 AM

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5/5

posted Aug-07-2012

"Extremely fast and friendly service. Any problem or question I had was answered immediately and I never felt out of the loop. It took exactly how much time they said it would. Very impressed!!"

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5/5

posted Jul-27-2012

"I had an issue and they took care of it."

This review was modified by agrossnyc on July 31 2012 02:43:02 PM

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5/5

posted Jul-25-2012

"Extremely impressed with ease of claim and level of customer service. They couldn't have been more helpful and I would recommend."

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5/5

posted Jul-19-2012

"Its fast and reliable. I would definitely share my experience with securranty. better than any other available insurances in the market."

This review was modified by imaadghouri on July 31 2012 10:28:28 AM

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5/5

posted Jul-18-2012

"It was fast and reliable i would tell all my friends about how good they area ."

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2/5

posted Jul-01-2012

"NOTE: My review is based on my experience alone and just that. In no way, shape or form should my review or anyone else for that matter be the basis that you draw you conclusion from any company. Each reader must evaluate his/her own research before reaching a conclusion about any company on this site. No review on this site should be taken as if you will succumb to the same experience, either positive or negative. A review should be taken as simple caution or word of advice to do more research and ask the right questions before entering into an agreement or purchasing something.
----------------------------------------------------------------
PRO: Easy to buy the insurance/warranty and most of the time it's process within a day. It was easy to also pay. If something is missing, you will get an email right away telling you what you need to do. Alex is a nice guy.

CON:
Alright, let me see if I can explain this in a fair manner. I filed a claim with Securranty and within 24 hours I received an email from Alex letting me know what I need to do. The email was clear and to the point. Some of the items on the list were somewhat hard to do and prolong a claim. I completed all the request within a day and sent an email back with the material.
Now, I had some questions and could not figure out the hours of operating. I searched no the web site and did not see it there. I called the 800 dollar and it was not stated on the answering service. I pressed both option 1 and 2 and it just stated to leave a message and someone will call back. Granted, I was not expecting this company to be opened on the weekend and nor should it be. Everyone has the right to time off. By no virtue is the company opened 24 hours a day.
In the email received during the week, Alex stated that I should email Bernie and to CC him on any questions or concerns.
I received an email to pay my deductible and I complied within 2 minutes. I called several times for tracking number but often it was not available. I did ask for the tracking number several times in the email to Bernie, but it went unanswered at times. I was not expecting that he would have the tracking number within a few hours but certainly the next day it should be available.
My first phone arrived and it appeared to have an issue, to the best of my knowledge and what my carrier was telling me. My phone was missing extra GB card. The original phone I bought came with stock extra GB as it was sold. I explained this to Bernie and I was told that the storage card is accessory and cannot be included. I explained that it came stock and it was not something i bought later after getting the phone. Nevertheless, I was told it could not be replaced. I sent an email to Alex and he was able to get the situation fixed. Thus, Bernie would consider refund the extra storage card, once I bought it. I had to return the first phone because it came stock with software I was not aware of. I was told by my carrier that the software is mostly used for software developers. I then became worried where the phone was coming from. This is not to say that it was coming from non-legit place, but it just sounded the alarm in my head. Bernie agreed to replace the phone.
I then called several times and was told Bernie that the phone was sent out and should be received the next day. The next day turned to 3 days. No, this is not long day by no means, but clear communication goes a long away. I have deep respect to someone who tells me, "I just don’t know when it’s coming, but I will see what I can do to pin down the time." Nothing frustrates a customer more than someone guessing because it may create an unrealistic expectation. At one point, I was told the phone was either ordered or sent out today. Again, these are two different things.
I’m a strong believer that no one should profit for a claim. But, a person should not able be put in worse position after a loss. The simple fact is, you should be put in the same position as you were before you lose. In other words, you should be indemnified[legal term]. If At one point, I was told the phone was either ordered or sent out today. If you own a car with 50,000 miles and the tire has never been changed, you should be given new tires as repair process after an accident. Both, at the same time, if you drive your brand new car out of the lot and get in a accident, the insurance company should be value the tires as if you have rode 50,000 miles with the car. Thus, I strongly believe that any insurance should replace your phone with a refurbished because your phone is not new to begin with.
There is something that I failed to deeply understand. After I made a claim for my stolen phone, the contract would automatically cancel/end, regardless of how long you have owned the warranty. Thus, the saving is not clear at this point. I paid $100 up front and my deductible is $145. So, now I’m $245 already paid. My phone was stolen 8 months into the contract. By comparison, if I had Assurion, the cost would have been the just about the same [$8[what your carrier charges you] a month times 8 months[the time I lost the phone] plus $150 for its deductible, total of $214.00]. I guess you do same if you phone is broken instead of stolen because the deductible for that is $50. However, with all due respect, there are plenty of places that can fix a broken phone for $50-$75, including broken screen. So, you don’t truly have to pay Assurion $150 to fix a broken phone.
I wish I had more of positive experience with this company. But, at the same time, I understand it is not possible for every single customer to have a positive experience, that’s just life.
What I had hoped, now that I look back, is more transparent information of the claims process and warranty condition. One thing I must say is, there is no way that the company should provide you with every step of the claim’s process or what will be needed. That’s like detective giving you all the questions before you provide each answer.
But, I do thing these things can be easily provided:

1.Simple information of what will happen after a claim
2.Who else besides Securranty will be involved in my claim’s process? I learned that Securranty is just the sales company and your claims are handled by complete independent company. Also, you phone is fixed or replaced by a completely independent company. Thus, there are 3 companies involved in your claims process.

3.I would love to know of who will be fixing my phone or replacing it. I strongly want to know who will be fixing it because after all, there is way too much sensitive information on smartphone these days. This is not to say that the company that Securranty is using now is by any means not a great company. But, transparent information lets me make a wise decision. Just maybe, if know this information, I can choose not to buy the product because I don’t want my phone go around the country to be fixed. It's like buying a Dell/Mac Book and you you know that there is pretty good chance its going back to Dell or Apple to be fixed.

4.Let me know that once a claim is made for lost or theft phone my warranty will be terminated and I will have to buy another contract. This allows me to make an informed decision of whether or not this is the right product for me or maybe I should just self-insure my phone.

5.Once you purchase the warranty send the rules and regulations via email and this will allow someone to fully understand what it all intakes. By no means, am I saying you should be given a full refund just because you had buyer remorse. But knowing how the warranty works reliefs a lot of questions let the buy know what he/she purchased. I don’t recall ever getting any package explaining my warranty.

Again, I wish my experience was more positive to detail. In summary, Securranty is good company and Alex is great person that will answer any question for you. I would just wish for more simpler information up front that allows someone to make the proper research of whether or not this product fits his or her needs.

--------------------------------------------------
In response to Alex comment below, nothing about my claim was false or fraudulent. I don’t have time to commit a felony for $600 dollar phone. It is beyond inconceivable to know that person who will go to that lent for such little money. Ethical standards, fair business dealing and integrity, should still mean something in this world. Thus, Alex you may wish to retract you statement also of what you stated below. "

This review was modified by Paulodean on July 12 2012 07:37:06 PM

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4/5

posted Jun-29-2012

"Hello,

Pros: Not only was Alex very accessible and responsive but I also received my phone within days of my claim being processed. I am just happy this company is NOT fraudulent. THANK YOU SECURRANTY!! Prospective customers have no fears purchasing this warranty for your iPhone.

Cons: Although I am very happy that it all worked out I was a bit taken back by all of the documentation required before your claim would even be sent to underwriting. I understand that they require so much in an attempt to avoid fraudulent claims but I would appreciate if their Frequently Asked Questions section on the website was updated to include all documentation required when processing a claim so that a buyer can be well aware what they are signing up for. Currently it only says that they require MUCH MORE. Proof of purchase and possibly a police report. Well I would have liked to know so I'm telling you they require proof of purchase (make sure you purchase it yourself to avoid additional proof), recent call log, police report (make sure you report it same day to avoid hassle at the police department), statement of events, and here is the BIG STUPID ONE a letter or email from your carrier stating you actually informed them your phone was lost or stolen. I took me 3 days, 10 calls to Sprint, 4 visits to the store to get an email because this is something carriers DO NOT PROVIDE. Please know that going in. I think securranty should accept a copy/screen shot of your account contract on your carrier website showing your phone is in "restricted status by request of the account owner." I mean if it's all about security, heck an actual account confirmation is more credible than an email.

In the end, I'm happy I have a phone and im happy with the level of customer service provided by Alex. But just an FYI for customer service purposes always provide all necessary information upfront to avoid confusion or frustration.

7/14/12 UPDATE

It was not my intention to have the rating on my overall review show only a 1/5! I thought this site would average out all of my ratings for this company and give a 4/5, which is what they deserve. I only intended to give a 1/5 on the website itself because it was the cause of my frustration. Not the product, customer service or shipping. My frustration was a direct result of the lack of transparency on this company's website regarding their claims process and the requirement of documents that national carriers refuse to provide. I believe this concern is not only valid but is also anI an easy fix. Alex, just tell your potential customers upfront what would be expected of them you can easily address this weakness. Also just a tip...showing a little geniune compassion and concern for your customers can go a long way to alleviate frustrations and avoid negative reviews.

Overall, my expectations were exceeded and I WOULD RECOMMEND this to anyone looking for a great 3rd party insurance for their iPhone. I would just be sure to give them a heads up on the claims process so it doesn't take them completely by surprise as it did me. "

This review was modified by KWink on July 14 2012 05:21:08 AM

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1/5

posted Jun-28-2012

"dont ever buy this warranty .i purchage insurance with this company and i set up automatic 3 pay month and after 2 month and haft later i got bad luck cause i went to shopping and moved alot of stuff in my car so i left it somewhere in that shoping mall parking lot i think so untill i when home and next days find out i lost it there then i found a claim and this guy ask me bring the receipt fax it to them and have to get the report from the police and i talk with the police officer but he said i can not report because my ipad not been stolent.then i went home talked with this guy name Alex .he said he will submit it .thay day is wed.and then i wait untill the tuesday of next week didnt here anything or email ....then i call and emails .he said he will see the claim and he will answer it next day for me.... early nextday moring he email me that the claim will not aproved cause i purchage the ipad on 11-5-2011 and i bought this insurance on april 18 2012. that why the claim not been approve but the still sell the insurance for me with lost and stolen .....he told me that should buy new ipad and tranfer it to my insurance i let every body lnow dont ever buy from this insurance..........after a week since i filed a claim .they refund my money back and they chage me for 3moths warranty .thats why like i said this company so bad ..... Dont Ever Buy from this company .im feel so sorry for the people put them on 5 star cause they will happen with you guy when you guy file a claim with them . you will get pay nothing....dont waist your time and your money .trust me"

This review was modified by danny2002 on June 30 2012 11:11:10 AM

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5/5

posted Jun-27-2012

"Once again another smooth transaction as well as putting at ease any concern if a phone is damaged.

Securranty.com is easy to deal with ordering a warranty and have a large variety of devices they can cover at affordable prices!!"

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3/5

posted Jun-22-2012

"All Proscpective Buyers,,

This is a frustrated and helpless customer of Securrnaty.

When I purchased this warranty, I was glad that my Smartphone is Insured and I had peace of mind. Two days earlier, my phone was soaked in water and I contacted Securranty for filing a claim.

This is when the truth comes out. The customer rep, Bernie (whose emailId is on domain goserviceusa.com - So it seems its not a direct Securrany customer rep either) told me "Per the terms & conditions of your warranty, Replacement products may be new or rebuilt to meet the manufacturer’s specifications of the original product at our discretion".

According to them, Securranty will replace your damaged phone with a new phone only if they have it in stock. Do you think they will ever have a new phone in stock? I am not talking about some obsolete phone. My Claim is regarding Droid Bionic, which is a 10-month old phone and is readily available in market for them to keep stock.

I tried to argue on why is that when I insured a brand New phone, but that was of no use. Secondly, I can not cancel my warranty after getting my claim fulfilled.

Let me tell all prospective customers and buyers, this is not what happens with other Insurance companies, as far as my experience goes. I was a customer for Square Trade earlier. They never ever gave me a refurbished phone. If they did not had a new phone, computer/netbook etc. in stock, they would replace the full money for buying that phone (based on current market price of the product). - This happened to me in two incidents. In one incident, I had a Samsung netbook and dropped it. Nothing major happened, just that the hinge was broken. Square trade did not had the parts for that laptop to repair, and did not had the model in stock. They immediately repaid me the current market price of the netbook and I was able to buy it again. I am NOW sure Securranty can never match that level of Customer Service.

If you call the customer rep department, most of the time it goes to Voice mail (Try calling there CC no. - 1-877-592-7726 and enter 1 for filing claim and see for yourself how it goes to VM, any time of any day). It seems they have just two reps Alexander and Bernie (I read review of another customer who also named them)

I left Square Trade (I regret that now) because I got a good deal with Securranty, and at that time I believed in this company and thought to give it a try. I did not find any reviews at that time that discussed the Post-Claim procedure. Even now, most of the reviews give them 4 or 5 stars based on how easy it was to order the Securranty. No doubt, they have a very easy, good and intuitive website to help you get locked in this trap.

I hope prospective buyers will make use of this case which I dicussed and take appropriate decisions based on there understanding.

For myself, I am done with Securranty for ever. I will surely pay a little extra money initially, than undergoing such arguments later on. Guess what, I consider myself at fault that just to save some extra dollars I thought of moving to a new company.

Update(6/22) -
This is to let all know that I received a lot of communications from Securranty explaining me that this is an Industry-wide practice now-a-days. I was little disappointed and overly angered and so I wrote a bad review. Though am not totally satisfied, I wanna let all new buyers know that my previous (good) experiences with Square Trade may not be relevant anymore in current Industry practice, where it seems all sellers have reverted to providing refurbished phones.
I will rate Securranty in good Customer Communications though. "

This review was modified by tranny123 on June 24 2012 12:40:27 PM

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