Complaints
This profile includes complaints for Assurant, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3,673 total complaints in the last 3 years.
- 1,194 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:02/05/2024
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.
Company has not provided me with a replacement phone regarding claim ********.
They asked for receipts, re-upload of the documents, ID, and more. I've provided ans cooperated. Paid my deductible but they say the device is not available. Company does provide any type of compensation. I have offered to take a check or a different device with more storage but the company says they are "very sorry".
It has been about 2 weeks now.
Business Response
Date: 02/09/2024
February
9, 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The business responded to this complaint but has asked that its response not be
published.Customer Answer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: 02/12/2024
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:02/05/2024
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.
Failed communication to have my vehicle repaired in a timely manner resulting in a total replacement of my windshield.Business Response
Date: 02/08/2024
Please find the business response attached
Thank you
Customer Answer
Date: 02/08/2024
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:02/02/2024
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.
I ordered a replacement phone that shipped and was stolen when delivered. I didn’t receive the replacement phone I paid for . Now Assurant is telling me I have to wait 14 business days before I can file another claim , get a refund or get a replacement phone . THIS IS RIDICULOUS. I just want my phone or a refund . I’m so upset . I never had this happen. I spoke with 4 different representatives who kept transferring me to ******** . This is a scam .Business Response
Date: 02/09/2024
February
9, 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: 02/20/2024
February
20, 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: 02/21/2024
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:01/31/2024
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 a Lowe's Protection Plan a few months after purchasing a Whirlpool dishwasher ***********), on 05/17/2023 and 01/13/2024, respectively. I had a recirculation motor fail on 01/20/2024, one week after the manufacturers warranty ended, and posted a warranty claim on the Lowe's Protection Plan website where the dishwasher is listed. The claim is listed as pending due to the fact that the protection plan was started on the date the plan was purchased and not synced with the conclusion of the manufacturers warranty. Though I have had many calls and emails sharing the details of the dishwasher purchase and protection plan information, including having the local Lowes call, I have been unsuccessful at getting Assurant to sync the extended warranty with the actual date of the conclusion of the manufacturer's warranty, I went out and purchased the part out of pocket to get the dishwasher fixed and now also need $***** reimbursement.Business Response
Date: 02/14/2024
Via: Better Business Bureau Portal
February 14, 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: 02/15/2024
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:01/24/2024
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 am writing to express my deep dissatisfaction with the handling of my renters' insurance claim of theft number *********** which has remained unresolved since February 05, 2023. My name is ****** ****, and my policy number is *** *******.
The incident leading to the claim occurred on February 05, 2023, and I promptly initiated the claim with your company. The nature of the incident was auto theft, and the damages have had a significant impact on my property and daily life.
Despite my repeated attempts to seek resolution and constant communication with your representatives, the claim has not been addressed satisfactorily. I have diligently provided all necessary documentation, including photos, receipts, and other supporting evidence, to facilitate the process. However, the lack of progress and the unresolved status of my claim have caused undue stress and inconvenience.
I have spoken with multiple representatives, including ***** *****, between 20 and 25 times over the past year and have left numerous calls and emails with her supervisors with little to no response. On the few occasions I was able to speak to someone, I was assured that the matter would be expedited. Regrettably, these assurances have not translated into concrete actions or a resolution. I have also spoken to a lawyer and since the case was never closed, I have no resolution that can be accomplished through civil means
I am deeply frustrated by the prolonged delay in resolving my claim and the apparent lack of urgency on Assurant's part. This situation has not only caused financial strain but has also affected my confidence in the reliability of your services. I request that you promptly investigate and address the issues surrounding my claim, providing a detailed explanation for the extended delay. Additionally, I expect a clear timeline for the resolution of my claim and a commitment to ensuring that similar delays do not occur in the future.Business Response
Date: 02/07/2024
February
7, 2024
The business responded to this
complaint but has asked that its response not be published.Customer Answer
Date: 02/07/2024
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:01/22/2024
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.
This complaint is about Assurant a cell phone insurance company. The insurance was purchased through T-Mobile. My family has had a similar problem with Assurant in the past and this is our second BBB complaint against them. A claim was submitted in November of 2023 with the following information:
Claim Number: 66546577
Protection Program: Protection360
Mobile Number: ************
Device: ******* ****** *** ** ***** Gray (IMEI: ***************)
With this insurance the old/damaged phone must be shipped back to the company. In that we had problems in the past we took care when shipping the old phone back. The shipping was done on 11/21/23 in compliance with Assurant instruction via USPS in their return package. A video at USPS was done showing the phone in the return box and being sealed by the postal worker who issued a receipt on the video. The phone arrived 12/11/23 at the Assurant facility which was confirmed by the tracking number. Tracking shows it was signed for. Assurant never notified us of a problem. My January, 2024 T-Mobile bill showed an increase of ******* for the claimed phone. Calls to Assurant resulted in me finding out they claimed the wrong phone was in the package I think. Assurant reps could never clearly tell me what the problem was. The main person I spoke with had a language problem. I speak Spanish and spoke to them in both English and Spanish to no avail. The last time we made the same type of claim with this company they claimed to have received an empty box back at their facility even though we had a recorded weight of the box from USPS. That incident took a very long time to resolve. We now think the company may be running scams of this sort. Please assist in getting this company to remove these charges. We are dropping the insurance as soon as this matter is resolved.
Thanks in advanceBusiness Response
Date: 01/25/2024
January 25, 2024
Better Business Bureau, Inc.
Southeast Florida and the Caribbean
4411 Beacon Circle, Suite 4
West Palm Beach, FL 33407
Re: **** ****** - Complaint ID# ********
The business responded to this
complaint but has asked that its response not be published.Customer Answer
Date: 01/26/2024
Please allow me to start by saying that I do accept the response due to their refunding of the erroneous charge.
I spoke with ******* ********, ACA, Resolution Specialist on January 23, 2024. She stated during that call that it was found to be a scanning error on Assurant's part during check in. Nothing was said about what she has stated to the BBB.
The statements in the response were a lies! The claim was made on the November 14, 2024 and the phone was returned promptly on November 21, 2023. The return was done by Assurant packaging pre paid via the USPS as per Assurant instruction. We did get notice of the phone not being returned and spoke to Assurant with the USPS tracking number whereupon they stated not to worry about it. We had no further contact from Assurant about a problem. If the USPS is unreliable then perhaps Assurant should switch carriers. I feel this is a typical case of a business not taking responsibility for their actions and dumping on the consumer.
Complaint: ********
I am rejecting this response because:
Sincerely,
**** ******Initial Complaint
Date:01/22/2024
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 it the Warranty company for all of the appliances in our home.
Our Refrigerator/Freezer stopped working on Friday, January 5th, 2024.
I've had to throw away everything - hundreds of dollars of food.
They assigned a service company to check the appliance (***). Upon ***'s check of the unit, they said a new compressor and valve could be ordered to replace the parts, but there would be no guarantee that would repair the appliance. The next day, I was told that was not repairable and not economical to replace the parts. *** sent a report and told me that I would hear from ****'s/Assurant.
Assurant responded that they are told by the Service Company (***) that there is nothing wrong with the appliance and that there would be nothing done. My family and I have been without a working Refrigerator/Freezer since January 5th. Today is already January 22nd.
I sent the text messages I have received from *** to Assurant to show them what I was told. I have requested that the unit be fixed to be fully and properly functional or replaced if it is not able to be repaired. I have not heard back since Friday, January 19th.
The way this has been handled is completely unacceptable. My appliances are covered under warranty through an extended warranty that I purchased from ****'s for all of the appliances I purchased in Nov. 2019.
Thank you for your assistance with this matter. I did not upload the emails/texts to post on here as I don't want any personal information to show, but have them all if needed.
Thank you,
StacyCustomer Answer
Date: 01/24/2024
Good Morning BBB -
Update: I have been contacted by two people from Assurant. They each have been very helpful. I was told that there was a mixup of reports and that has been cleared up. My refrigerator will be replaced and they have sent an e-giftcard for the original amount of the appliance so I can order a new one. Thank you for everyone's assistance in this matter. It has been a difficult situation to be without a refrigerator/freezer since January 5th (today is January 24th). I am happy to report that this matter has been resolved. I appreciate BBB and Assurant's attention to this matter.
Thank you,
*****
Initial Complaint
Date:01/21/2024
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 paid for protection from Assurant on our ******* plan since 7/2022, totaling over $***. My husband’s screen cracked and he filed a damage claim 11/2023. We received the new phone via UPS. The device was sent back that week to Assurant per policy, using the provided **** label + box, and he dropped it at a post office location. On 1/1/24 we received a “device not returned fee” on our bill. Starting on 1/2/24, we were sent in a circle btwn ******* and Assurant with each blaming the other. After 9 hours on 1/19 being shuttled between the two and 3 Assurant agents hanging up on me, Assurant said the device has not even been scanned in per the **** and I am responsible as the shipper. Another agent had previously told us return packages are uninsured. I see on other complaints this is common and it looks like a widespread scam: (1) Assurant uses reliable UPS to ship the new device but return labels are **** w/no insurance (2) Assurant tells iPhone users to turn off the Find My function prior to mailing, so no way for the customer to track (3) cannot see your original return label on the Assurant/******* site. If you click “return label”, it generates a new label to a completely different warehouse than the original (Lewisville TX vs York PA) and it is unclear how anything would ever be reconciled as an Assurant supervisor admitted one is for a completely different segment of our carrier. This system is built to deceive the customer and “lose” the devices to generate revenue as the customer is cornered into paying in order to not lose their phone service. Assurant also said if they don’t receive the device within 180 days of the required return date, we will never get the fee credited. So even if **** were to locate a lost package and deliver the device, if outside of the window, Assurant will keep your money! We have requested video footage directly from **** and filed a missing mail report but should not be liable for this when we followed all instructions.Business Response
Date: 01/26/2024
January 26, 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: 02/01/2024
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:01/18/2024
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.
I filed a claim with Assurant for a damaged phone on 1/3/**. They denied my claim stating I did not have coverage. I verified with my phone carrier that I had coverage since 7/18/2022. I called Assurant back to let them know that my phone carried did verify that I was covered on the date of the incident. This is an $**** phone that is unusable because it has a large black line where it folds. Additionally, I have paid $** a month for a year and a half to cover this phone with Assurant which means they have over $*** of my money and refuses to replace my phone. I call Assurant and they tell me to call my phone carrier. I call my phone carrier and they tell me Assurant is the insurance carrier and there is nothing they can do (which I understand). I am just asking for what is fair, a refurbished replacement of my Galaxy Fold 3. How do companies keep getting away with robbery in plain sight?Business Response
Date: 01/23/2024
January
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: 01/23/2024
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:01/13/2024
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 the extended car warranty for my vehicle and when I needed repairs done for the vehicle they stayed the repairs were covered, however, the leak that needed to be repaired caused other damage that they stated was wear and tear and NOT covered by the warranty. If the problem originally was covered and not my fault, how is the damage done after the fact my fault?
I called to inquire on where it states that in the contract and was hung up on several times. They were not helpful AT ALL. When asking to provide specific page numbers they did not answer. When asking for a Supervisor, I was hung up on.
I had to pay out of pocket several hundred dollars.Business Response
Date: 01/19/2024
Please find the business response attached.
Thank you.Customer Answer
Date: 01/22/2024
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,
***** *******
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