HI there, @user_n35pgn! Thanks for reaching out about the insurance claim. We are happy to further assist you. I need a bit of clarification so I can best help. Can you tell me more about what you mean that the phone device was not updated? Are you not seeing the correct device associated with your line so the claim was denied for the device you are using?
I am still without a phone and the customer service has turned from bad to the latest response from Xfinity is that since the insurance money that I was being charged and consecutively being deducted from my bank account was not being applied to any device as the title of the phone shows an iPhone 12 but all the main information IEMI numbers both top and bottom have not changed since the device was changed back in “2024” the claim was denied twice by Assurant and conversation is on a 3 way call so you have access to the recorded conversation with Assurant suggesting to Xfinity to make it right because it was not the customer’s error I don’t have access to change the information on any device 2 separate service managers instructed me to go the Xfinity store for a swap and stores don’t have any idea what they are talking about that can cannot be handled on a store level I have screenshots of conversations over 2 hrs long in the past 2 weeks very disappointed with Xfinity for my 1 and only claim in 9 years I will be cancelling my home internet / tv / security / mobile services today and switching to Astound who has been visiting my home eagerly to help !
user_n35pgn, Thanks for reaching back out. We would surely miss your business. I truly want to help and look further into the account to see what happened after that device change back in 2024. To research this further, please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity Support to send us a direct message.
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XfinityRay
Official Employee
•
3.5K Messages
3 months ago
HI there, @user_n35pgn! Thanks for reaching out about the insurance claim. We are happy to further assist you. I need a bit of clarification so I can best help. Can you tell me more about what you mean that the phone device was not updated? Are you not seeing the correct device associated with your line so the claim was denied for the device you are using?
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