I Still have not heard back from anyone in the company regarding my claim!. I am replying to original email correspondence with Esurranty so nothing would go into the spam folder. I have just sent my 4th email asking for someone to get back to me on my claim and no one responds.
Horrible customer service. It has been a month since I submitted my work order and receipt. I have emailed 3 times in the past week to get an update on my claim check and no one has responded!
Review by Tishie Grooves5 months ago
Don't expect good customer service. I filed a claim for a stolen cellphone on Sunday and got an email saying my claim would be assigned to a claims representative the next business morning. A week later I finally got an email. I responded back asking why it took so long and got the following terse reply.
"No, I do not give out explanations as to the assignment of claims. What I will tell you is that in the claim description portion you did not explain in detail what happened to your device which sis stated as required. You simply stated “Phone was stolen.” How was it stolen, what were the circumstances etc.?
Your claim was logged into the system and when I saw it, I decided to handle it myself so should you wish to proceed I would suggest focusing on what is required by our underwriting department to review your claim for an approval or denial."
Review by Jonel9 months ago
I signed up for esurranty about two month ago. In the application you have the option of insured 2 cell phones for 1 year or 1 phone for 2 years. Take the first option, but I could never enter the data of a second phone. Try calling them and they do not have a call center, try live chat and they only have office hours. I contacted by mail and they responded that in my account there were two insured phones, when, in another email, I asked them which were the two registered emeis, they answered that in my account there was only one cell phone listed. They send me a link to ensured the second one. I tried to do it, but the link they send is only for one phone. Finally, I asked them to cancel my policy because I did not like their services and they replied that I could do it only through the website and that I couldn’t do it through the application. When I enter the webpage on the computer, it tells me that my account does not match my password, check the data on my cell phone and even though they are the same, I decided to request a new password, but they do not have an automated system to reset password, because it has been about 1 hour and the new password has not arrived, I guess I should also wait until the next day to receive my password.
All this I asked and I always answered the same person Heather ... is that perhaps they do not have a history of my case to at least have concoirdancia in the answers, why one day they say yes and another that does not? to the same question. When I rated their service on Trustpilot, they told me that one of their answers to their poor service was that they were an Internet service company and that's why they did not have a call center. Because if they are that type of company, they do not have an automatic accounting reset system.
Why can I register in the app, but not unsubscribe?
On December 22 one of my cell phone was stolen and esurranty did not work until January 2. On January 7, I uploaded my claim with all the tests they asked for. Police report, original cell phone bill, emei number, my phone company's report and personal documents, along with the form that they sent me. They did not immediately answer me and I sent several emails, until the day 17 Sean Henson informed me that there was a problem with my case and that his supervisor was the one who would have to answer me. Today is January 31 and I have sent many emails and I do not get any response from them.
I had to place a new claim in order to get an answer and what it received says "The claim notes show that the claim was denied by our insurer. You must request the reason to your assigned claims representative, since those are the only notes what can I see? "
I have sent many emails to Sean Henson who is my representative and I do not get any response.
It seems to me an unacceptable behavior that even my emails do not answer
Me inscribí en esurranty.net hace aproximadamente dos meses. En la aplicación, tiene la opción de asegurar 2 teléfonos celulares por 1 año o 1 teléfono por 2 años. Toma la primera opción, pero nunca podría ingresar los datos de un segundo teléfono. Intente llamarlos y no tienen un centro de llamadas, intente chatear y solo tienen horario de oficina. Me puse en contacto por correo y me respondieron que en mi cuenta había dos teléfonos asegurados, cuando, en otro correo electrónico, les pregunté cuáles eran los dos emeis registrados, respondieron que en mi cuenta solo había un teléfono celular en la lista. Me enviaron un enlace para asegurar el segundo. Intenté hacerlo, pero el enlace que envían es solo para un teléfono. Finalmente, les pedí que cancelaran mi póliza porque no me gustaban sus servicios y me respondieron que solo podía hacerlo a través del sitio web y que no podía hacerlo a través de la aplicación. Cuando ingreso a la página web en la computadora, me dice que mi cuenta no coincide con mi contraseña, verifique los datos en mi teléfono celular y, a pesar de que son iguales, decidí solicitar una nueva contraseña, pero no tienen una contraseña. sistema automatizado para restablecer la contraseña, ya que ha pasado aproximadamente 1 hora y la nueva contraseña no ha llegado, supongo que también debo esperar hasta el día siguiente para recibir mi contraseña.
Todo lo que pregunté y siempre le respondí a la misma persona Heather ... es que tal vez no tienen un historial de mi caso para tener al menos concoirdancia en las respuestas, ¿por qué un día dicen que sí y otro que no? a la misma pregunta Cuando califiqué su servicio en Trustpilot, me dijeron que una de sus respuestas a su mal servicio era que eran una compañía de servicios de Internet y por eso no tenían un centro de llamadas. Porque si son ese tipo de empresa, no tienen un sistema de restablecimiento de contabilidad automático.
¿Por qué puedo registrarme en la aplicación, pero no darme de baja?
Me robaron uno de mis celulares en Diciembre 22 y ellos no trabajaban hasta el 2 de Enero, dia en que coloque mi reclamo por el telefono robado. El 7 de Enero subi mi reclamo con todas las pruebas que me pidieron. Reporte policial, factura original del celular, numero de emei, reporte de mi compañia de telefonos y documentos personales, junto con la planilla que ellos me mandaron. No me repondieron de inmediato y mande varios correos, hasta que el dia 17 me informo Sean Henson que habia un problema con mi caso y que su supervisor era el que tendria que responderme. Hoy es dia 31 de Enero y he mandado muchos correos y no obtengo ninguna respuesta de ellos.
Tuve que colocar un nuevo reclamo para poder obtener una respuesta y lo que recibi dice asi "Las notas de reclamación muestran que la reclamación fue denegada por nuestro asegurador. Deberá solicitar el motivo a su representante de reclamaciones asignado, ya que esas son las únicas notas que puedo ver."
He mandado muchos correos a Sean Henson que es mi representante y no obtengo ninguna respuesta.
Me parece una conducta inaceptable que ni siquiera respondan mis correos
Review by Jevonne11 months ago
DO NOT give this company any business! It is now 10/26/2018 and I have requested my claim to be cancelled on 9/26/2018 of which $159 was taken out of my acct without them even receiving the damn damage phone! I was told via email (because they do not call back when you leave a VM) that I will be refunded in 7-10 business days. Well I don't know what calendar they follow because it is WELL over that! I will now have to go through the issue of letting my bank go through the process of getting my money back! I wish I never paid the $79 to join this company which by the way I am waiting for too as I have cancelled this insurance on the same day. I have sent a total of 9 emails to Rick Lewis who calls his self the Manager of Esurranty Claims Department. Some manager! He does not return emails on inquiry regarding my money that YOU told me you will refund! He never replied after that when I wanted to know the status. I will also be reporting this company to BBB, you don't just get to rob people and get away with it!
Review by Seabass Rosic11 months ago
Their claims manager is something else. He likes belittling their customers. Very nasty person. Do not trust this company at all. F with BBB , should have checked it out myself upfront but guess I thought they were affiliated with a larger company that could be trusted. WHEN YOU PURCHASE YOUR POLICY THEY DO NOT ASK YOU FOR THE SERIAL NUMBER , ETC. INSTEAD YOU ARE SUPPOSE TO READ EVERYTHING AND THEN GO BACK INTO YOUR ACCOUNT AND REGISTER YOUR PHONES IN 15 DAYS. I DID NOT SEE THAT SO BOTH MY PHONE POLICIES ARE NOT BEING HONORED. Even though Rick (the manager) told me I was covered and gave me a claim number, they did not honor after 2 months of back and forth. Let me put it another way, if you buy a policy and don't register in the 15 days, don't you think they should at least email you to remind you? Also, after 15 days they should just cancel and refund your money since they are just going to deny any future claims. Just skip them, you will be glad you did. Worst absolute service for third party insurance I have ever dealt with. Deserve Zero Stars but not a choice.
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