I have been a long-time customer of ATT and it never ceases to amaze me how depending upon who you talk to, you get a variety of answers to the same question. After paying insurance for years, I filed my first claim with Assurion two weeks ago. It was accepted And I waited for my email confirmation that it had shipped. After checking later that week, I learned the phone shipped, but of course, never arrived to my address, because the FedEx driver claimed an incorrect address. I learned this by clicking on the tracking link on Assurion's web site. I didnt even know the phone had shipped out because I was never notified by email, like they claimed. Otherwise I could have checked sooner and verified that it was the correct address. After many phone calls and lies, I still do not have a phone and ATT refuses to refund the money I paid for deductible. For what I have spent on insurance and the time calling Assurion (3times) ATT (6 times and FedEx (4times) I could have purchased a new phone and all the accessories. Each company pointed the blame on the other two and not one took responsibility. Only ONE ATT rep was kind enough to help by getting an Assurion rep on the phone to confirm that my address is valid and offer a delivery date -- Assurion lied of course, since today is the promised delivery date, and the phone was just returned to them today by fedex, and my claim is no longer in their online system. Then, to twist the knife, ATT told me tough titty... "We arent responsible for Assurion claims, or refunds, so you will need to call them tomorrow."
Needless to say......such is life in the world of ATT.