Complaints
This profile includes complaints for Assurant, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3,678 total complaints in the last 3 years.
- 1,191 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/18/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased extended warranties for all my kitchen appliances in March 2021. So now in 2023 on Thanksgiving the build in GE oven quit working as it should. Called This service and was given a December 21, 2023 repair date. The tech showed up and states we don’t work on GE! Another week and another repair company is taking a look, determined it needed a new fan. After it was installed we still had the same problem could only control the oven with the breaker box. Assurant sent yet the repair people to see about it. A new control board was ordered. Still not working properly and deemed a fire hazard. Yesterday yet another repair tech was able to duplicate during trouble shooting and stated he had to order another fan! So now we went through holidays of Thanksgiving, Birthdays, Christmas, New Years, Easter and still don’t have a useable oven. We just need this resolved NOW - a new oven! This company selling extended appliance warranties is a complete and total rip-off.
Business Response
Date: 04/29/2024
April 25, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 05/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:04/12/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have paid Service Protection Advanta**/ Assurant $**/month for 25 years to protect my ******** 42" built in refri**rator. That totals $****** over the years. In January the refri**rator stopped cooling. I called Assurant and they sent a technician ******** *) from ***** *** Factory Service. The technician was so lar** that he could not even **t on a step stool to look at the motor and cooling system on top. He took pictures and had to sit down to analyze them. He returned to replace the fan motor. It did nothing. Over the course of 2 months without a refri**rator A&E sent 6 different techs (******* ******* ****** ******* ***** ********) for a total of 9 appointments. Finally, on the last appointment of March 6 the refri**rator was cold and no water was dripping from the door. This lasted a month and on April 6 it stopped being cold. I called Assurant and they would not schedule with ** ******** because it was less than 90 days from when the repair was closed out. They scheduled an appointment for April 8 specifically asking for a senior tech (***** or ******) for April 12 and not with ******* * tech. I got a text that morning and they were sending ******* *. I got very upset and spent 2 hours on the phone with Assurant and A&E and got nowhere. They are supposed to be setting up another appointment with a senior tech on April 15, but they have said the same thing many times. I have asked to speak with customer relations, supervisors, etc. and have gotten nowhere. I have been without a refri**rator in my kitchen for 3 months and I am very frustrated. My current Contract # is ********* under the name of ***** ***********, **** **** Street, Manhattan Beach CA *****. I have attached only some or the screenshots of the appointments.Business Response
Date: 04/25/2024
April 23, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 04/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:04/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 3rd my claim for a replacement mobile phone was accepted, along with my ** dollar deductible. Phone replacements are suppose to take 24 to 48 hours. No one I've contacted at Assurant seems to know when I'll be sent a replacement phone, and I've even asked for a different phone other than the one I had, and I can't even use the wireless service I'm paying for right now. I'd just like my phone replaced, its why I have premium handset insuranceBusiness Response
Date: 04/17/2024
April 17,
2024
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
4411
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 04/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *********Initial Complaint
Date:04/08/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
10/27/23 damaged cell phone insured by Assurant, Inc. was returned in the prepaid, pre-addressed shipping package provided by Assurant, Inc. following the written instructions and email instructions of Assurant, Inc. to do so immediately via their pre-addressed carrier package United States Postal Service (USPS). Package was delivered in person to ***** *****, Pennsylvania ***** post office, from which they created a tracking number ***************************. Said package was given a tracking alert by USPS 9 days later on 11/4/23 stating : Sent to MRC (Mail Recovery Center), could not be delivered nor returned to sender. I initiated/completed the procedure of submitting "Missing Mail Search Request" through Assurant's shipper USPS with measurements, photos, make, model, IMEI number of the ** ***** ***** 5G Black 128 GB cell phone they lost. Meanwhile Assurant emailed me threatening charge of over $*** fee for unrecovered equipment. I emailed and phoned them regarding their shipper losing the cell phone, provided them the tracking number, the MRC number MRC ************, the USPS search request data. USPS notifications via emails, stating they were continuing the MRC search but no recovery yet, were sent to my email 11/4/23, 12/4/23, 1/3/24, 2/3/24 their revised email stated they regretted to inform me after thoroughly searching for the missing mail, they were unable to locate the item, they apologized. However in 12/2023 Assurant, Inc. charged ME through my mobile carrier T-mobile $****** fee for non-returned equipment of the phone in the pre-paid, pre-addressed supplied shipping envelope Assurant provided through their shipper. I spoke with 6 different Assurant representatives since 12/2023, sharing the USPS tracking and MRC numbers, requesting they remove their unlawful charge on my account; each agent claimed they would remove; never done. 3/14/24 supervisor Monica apologized claimed she'd credit 3/14/24 full amount with T-mobile. It's now 24 days no creditBusiness Response
Date: 04/17/2024
April
17, 2024
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
4411
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 04/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******* *****Initial Complaint
Date:04/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We filed a claim in January because my daughter's tablet stopped charging again (for the 3rd time). We were sent a replacement device and shipping information to send the damaged device back. I took the device to the USPS postal service a week later. They have now added a $** charge to my bill stating I never sent the damaged device back which is 100% false. They are refusing to reach out to the postal service to figure out if the package was lost and are telling me it's my responsibility. This is horrible customer service.Business Response
Date: 04/16/2024
April
16, 2024
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
4411
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 04/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
Date:04/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid insurance for my cellphone for years. Never utilized it until Jan/Feb 2024 I reached out to Assurant they refused to cover cost of fixing the phone Tmobile said I paid over ***** in insurance cost. I was forced to
Pay 80 dollars at the Assurant retailer in Jamaica Queens to repair my phone verses *****. I was told to send in *** dollars for a replacement phone which was returned to Assurant and I would be refunded my *** dollars because I fixed the phone with out of pocket cost I paid in January 2024 and it’s now April 2024 and Assurant has not credited my bank account yet. I called 6 times for my money and they always say it will be released in 10 days. I’m reaching out for assistance in getting my *** dollars credited back to my account. It’s 2 months now. Thank youBusiness Response
Date: 04/17/2024
April 17,
2024
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
4411
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
The business responded to this complaint but has asked
that its response not be published.Customer Answer
Date: 04/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:04/02/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Claim Number: ********
Assurant is claiming I did not return a device and is charging me for that device. They claim they never received the package at their warehouse although I used the same prepaid package they provided me with and dropped it off in person. I have attempted to file a lost package claim through USPS however the tracking number provided to me from Assurant that was on their prepaid label does not register with USPS. I have requested to get a copy of the return label they sent to me but for some reason, they tell me that they do not have it even though they can provide me with a supposed tracking number that was on the package, that does not register with USPS.
I realized I failed to get a confirmation receipt from the post office but I was told that the claim was closed through their online service. I could have returned to the office to get proof I sent the package however they only keep records up to 30 days and I was not notified of the it was still lost until I was billed for it nearly 2 months later. I returned the package on January 31st and I have proof I was there through my Google Timeline.
They claim they conducted an investigation as to the package however no attempts were made to contact me to gain any supplemental information that I had prepared to prove I dropped off the package at USPS.
From the ******* website multiple customers have had similar complaints to mine and it seems that either the prepaid labels provided are faulty or that assurant does a poor job of managing their returns.Business Response
Date: 04/16/2024
April 16,
2024
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
4411
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Business Response
Date: 04/23/2024
April 23,
2024
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
4411
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 04/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** **********Initial Complaint
Date:04/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Assurant has been the worst warranty company that I have ever dealt with. They contract with the *****t bidding service companies and some sort of arrangement to perform the least amount of work possible in order to get the customer off their back.
I have a washer I purchased from *****, the appliance is exactly 3 years old, they have been out to service it 6 times in that time and this last time the service company (Total Appliance) lied and said they were not able to duplicate the issue. Because my warranty plan expired on the day that they came to service it last, the warranty company just closed the case and cancelled any work. They said that the plan is now expired and they don't have to do anythin* *lse.
I spoke to two supervisors and was hung up mutiple times trying to get answers, I have emails going back and forth with them and proof that their service companies flat out lie in order to close out claims with assurant.
According to their no-lemon clause, my washer should have already been replaced, but because the plan is now expired, a supervisor named "Jay" said that they don't have to do anything anymore.
I should blame ***** since they were the ones who sold me this plan but in reality the fault lies with many parties:
* * (Making a defective product)
***** for choosing to do business with companies like Assurant
Total Appliance for their unethical business practices with warranty companies
Please be warned, if you can help it, avoid this company like the plague, they are truly the worst warranty company out there.Business Response
Date: 04/09/2024
April 9, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 04/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:04/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased my agreement on 4/9/2020. My dishwasher has had 7 approved repairs which are all documented and photos uploaded. I have also uploaded a copy of my plan agreement that I purchased.
The plan agreement was for four years. Below is a copy and paste description of Assurant Plan agreement.
"Suppose We can’t fix it after three repairs? After expiration of the manufacturer’s warranty, if You have three covered service repairs completed on three
separate occasions and Your Product requires a fourth repair, as determined by Us, We will issue You a Payment, not to exceed the Retail Cost of the original
Product, plus applicable sales tax. "
When I speak with Assurant operator they state that it has to be 30 days apart in between claims and that the back office will call me. They are also adding language to my "requirements" for replacement that do not exist. When I stated that the contract I purchased does not have the language they say is required the Assurant representative stated that they updated the terms. However they updated terms in other/NEW contracts and are still obligated to the agreement that I purchased for my contract period.
Assurant representative escalated my claim on 3/25/24 to what they call the "back office" and said I would hear back but I never did.
The dishwasher now has 2 active and NEW claims for failures but Assurant states that since there are active claims they still cannot replace despite the fact that I have 7 documented repairs to this appliance. I offered to cancel the new claims since my dishwasher still had more than enough claims to qualify for replacement but Assurant representative said that would not work.
Assurant claims is adding language that does not exist to my contract and is their "company policy". While the company policy is acceptable to change it is not acceptable to change the agreement that I paid for and blame it on "company updates". They are not honoring their agreement per contract.Business Response
Date: 04/11/2024
Via: Better Business Bureau Portal
April 11, 2024
Better Business Bureau, Inc.
Southeast Florida and the
Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 04/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:03/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In Jan 24 I contacted T-Mobile about repairing a cracked screen in my phone and was referred to Assurant to do a claim. I paid a $** deductible plus tax and they sent me a replacement, so far so good, I followed the enclosed instructions on how to transfer my old phones data, so far so good. When I was about to return my old phone, I noticed the only thing wrong with it was that the screen protector was cracked not the phone. There wasn’t a scratch on it because it always was in a case and screen protector. I called Assurant and said I didn’t need a claim after all, and politely asked if I could send that phone back anyway since all the data had already been transferred. The nice lady said sure no problem and that I would receive a check for the canceled claim shortly. So far so good or so i thought. I waited and waited, no check, I called Assurant and after much hemming and hawing they told me I was given bad information and that they couldn’t do anything for me. How is that my fault? And why didn’t they contact me? And why didn’t they just return my perfectly good phone back to me? So now I am just out a $***?! I am extremely mad at this dubious practice.Business Response
Date: 04/04/2024
April 4,
2024
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
44**
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Business Response
Date: 04/09/2024
April 9,
2024
Better
Business Bureau, Inc.
Southeast
Florida and the Caribbean
44**
Beacon Circle, Suite 4
West
Palm Beach, FL 33407
The business
responded to this complaint but has asked that its response not be published.Customer Answer
Date: 04/10/2024
Complaint: 2*488038
I am rejecting this response because:
I am aware of the position of the company, *****, however; Assurant is in fact in breach of contract. When you say I was “misguided” by your representative, the actual legal term is misrepresented. If you are unfamiliar with the term, please consult your legal department.
Once again, all Assurant needs to do is send me a check for $****** and we won’t have to continue wasting each other’s time.
****** ******
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