My AppleCare+ Theft / Loss Story – the nightmare of dealing with Assurant, the third party company that ‘insures’ iPhones.
iPhone XS. Wife has an issue with her phone and it shorting our and shutting off.
I’m away on business and ask her to initiate a express repair on her own, something I would normally do for her.
She is reading her AppleCare agreement, and clicks a link to Assurant, which, instantly asks her to sign in to her AppleID. Instantly, her phone restarts with a loading bar, which ends up being Assurant somehow wiping her form without her consent and without filling any type of claim.
No longer am I able to get ahold of her, a while later I get an email from her. Her phone is [bricked.](https://i.imgur.com/ZIQ9CKM.jpg)
Call Assurant to see what happened, they have no claim on her phone, no case number, nothing. Phone clearly blacklisted by Assurant, they assure me it is not, directly me to call Apple.
I call Apple, Tier 2 support finally says there is nothing they can do. No way to cancel the claim on a phone that is clearly not lost or stolen.
Apple insists there is a claim, which shows on the support page there is a ‘claim in progress’ but no claim number. No option to undo.
After 3 hours of being on hold and support talking to their supervisors, they direct me back to Assurant, this cycle repeats.
Somehow, my wife’s phone is locked and can not be replaced by either Assurant or Apple. The phone seems to be stuck in some kind of non-consented limbo between the claim being handed off (that was never initiated) from Apple to Assurant.
Neither company will do anything. No claim numbers and no cancel orders.
Wife is at home alone without any type of phone if some sort of emergency happens.
No idea if or when this issue will get resolved, but apples use of a third party for theft/loss protection without some kind of safeguard for this happening has turned in to a stressful nightmare for us.
Will I have to shell out 1200 for a replacement that should have been a standard repair due to some kind of misclick? I don’t know, but it’s sure looking that way, and I don’t have much faith in either company to restore it at this point.
Really, really frustrated.