Visitor
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1 Message
Insurance
I've had Xfinity bundle deal for well over a year and recently decided to upgrade our mobile plan. I've had the Assurance Insurance on our mobile phones as long as I've had Xfinity service. Paying my insurance premium every month as added to my bill. My husband lost his iPhone 15 Pro Max and to have it replaced I filed an insurance claim to replace it. My claim was denied because I upgraded my mobile plan and it has placed me in a new customer 30 day wait period. Again that's absurd due to the fact they've been getting my money every month with no lapse just an upgrade. So to reward your loyal customers this is how is how we're treated, your ability to take our money monthly doesn't lapse but you allow us to go without a line of service while I'm still also having to pay for that service as well as the insurance I can't use?
XfinityMatthew
Official Employee
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2.2K Messages
15 days ago
Hello @user_uc6bv3 Thanks for reaching out. That 30-day wait period should only apply if insurance was not on your husband's phone previously. It sounds like based on what you are saying that you had it on both phones for a while. But your device being upgraded should have no impact on his. Lets take a look at the account and see what we can escalate. Please send us a direct message with your full name and service address to get started.
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