Terrible customer service/Absolutely do not recommend POOR COMMUNICATION

7/21 my sons phone ended up with moisture in it at camp. It was only about 5 months old. I called to make a claim when he got home a week later. The insurance company Assurant, walked me through the process, charged me my deductible and said my new phone would be in the mail within 5 days. Well.. 2 weeks later, there was nothing! I looked in my email spam folder to a notice saying that I  did not have insurance on it at the time of the damage.

I bought this phone via phone conversation and stated that I wanted insurance on it. Who in their right mind would get a phone for over $600 and not have Insurance on it?! Turns out, they put the insurance on the straighttalk phone that I brought to the plan and replaced with this very phone!! I went through SEVERAL phone conversations until I asked for a supervisor. The supervisor tried everything but apparently she was unaware/didn’t understand me when I kept telling her that the insurance needs to be on the phone retroactive to the very day I purchased it in order for the claim to proceed. I have been paying insurance! 4 days later, I received a call from her and we call the insurance company together (I called twice on my own and their system was down for 4 hours) to have them tell me that since she put the insurance on it for the date after the damage occurred, they couldn’t proceed. Again! I called to talk to corporate as I am curious as to why I am being punished for something that is not my fault? 

their calls are recorded (it says) I want my recording from the date I purchased the phone stating that I want insurance on the new iphone12 that I was purchasing for my son (teenager) they said they do not have a direct line to corporate and the guy was very nice to me trying to help. 

unfortunately he told me everything that I want to hear (don’t worry, I will take care of it, I know what has to happen) also I will watch correspondence and call you back in 48 hours to update the issue. Yeah right Mario!!!!! I have not received a call yet and it has been over 2 weeks! I cannot get anywhere yet I am paying on a phone that we cannot see the screen. I have over $300 left to pay on it. Xfinity has not helped me what so ever and it is their fault. I am not there to enter things in the computer. I plan to contact the better business bureau/ everyone and anyone that I can to warn with this issue. This is absurd, disgusting, and so wrong! I cannot wait until my contract is up! I will be taking my service elsewhere.