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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![Share](javascript:share_rating({"review_body":"Hello,<br><br>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.<br><br>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\u0027m 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 \u0022restricted status by request of the account owner.\u0022 I mean if it\u0027s all about security, heck an actual account confirmation is more credible than an email.<br><br>In the end, I\u0027m 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. <br><br>7\/14\/12 UPDATE<br><br>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\u0027s 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. <br><br>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\u0027t take them completely by surprise as it did me. ","link":"http:\/\/www.resellerratings.com\/store\/Securranty_com\/review\/1676558#comment1676558","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Securranty_com.jpg","store_name":"Securranty.com","username":"KWink","rating":"4"}, "single");){kind=link}
“We have to request certain information to verify and validate your claim. The most amount of fraud occurs with Loss & Theft claim and you cannot expect a company to verify the claim valid. When you file a lost & theft claim with the cell phone company, they already have all the information so such information is not requested by them. You filed a claim and we replaced your phone.”