Call for service, told two hour hold leave call back. Call back spent 2 hours of phone with agent from another country. Told claim was approved and processed. Two weeks no reply, Called Again, told they were waiting for final approval, now approval granted would be shipped within 24 hours Fed Ex. 10 Days later, called again another two hours on phone, could not find claim. Then told unable to process my deductible for an echeck I never authorized for an account I did not have. Another two hours, told would be mailed via fed ex next day. each call advises to stay on line to rate service only to be hung up on. I will be cancelling my coverage as soon as I receive my replacement phone, IF EVER!!!!

insurance program is a scheme. they wont give any alternative and pretty much sent you a lower version

I will highly NOT recommend T Mobil do to lack of communication with there representative's. I though speaking to a manager would solve my problem but it ended up being the same thing, on 8/19/2016 I called the Insurance claim center to fill a claim because my phone had gotten damaged on the 20th I payed the deductible of $175.00the representative said I will be shipped the next day. Since it was a Friday I knew it wasn't going to be shipped until Monday, so I waited nothing came in they had the address wrong. To avoid this of happening again I asked if they can ship it to the ONLY store in Santa Fe NM on Tuesday sure enough I go in and there's nothing there. I call the insurance company "AGAIN" There respond was I am sorry it was sent to Pennsylvania You will receive it Wednesday it is now Wednesday I call the T Mobil store to check if the phone is there and they told me NO. I get on the Phone at the store to call again now there telling me till Thursday. Its a non stop little game This insurance company SUCKS!!!!!!

This company has the worst insurance in the industry. Filing the claim takes forever and the deductible is outrageous. This has changed my perspective on tmobile and I am looking to "upgrade" to another company. The $10.00 a month I spent on this insurance was a complete waste of money. You are better off not having the insurance.

i have a note 3. i had dropped and broke it. i didnt have the 200 dollars to make the claim right away. so i went to tmobile and had the sim card put in anther phone until i saved the money to make my claim. well i made the claim and they denied it because they said it had been to long, from when i put the sim card in the other phone. SO NO ! do not buy the insurance . it is a waste of money.

Got my replacement phone. After 2 days there were a few scratches on the screen. That's interesting. Samsung phones don't scratch. I had my original for over a year and not a mark on it. Second thing I noticed is it's way slower than the original. Third is the battery wears out way too fast. I guess I should have read the fine print. Might be something in there like " Your great Samsung phone will be replaced with a POS.

I paid the monthly insurance for my son's phone. 1st I never asked for the insurance but my fault for not checking my bill closer. A few weeks ago he dropped the phone in the water so we tried to use the insurance for replacement. He paid the $175 deductible. The replacement phone did not work but because he works 2 jobs and tried to trouble shoot with online support we didn't return until 8th day and were out of luck because apparently we only had 7. He ended up paying full price for a new phone. I figure between the $175, and the $240 in insurance premiums we paid over $1000 for a $650 phone. WHAT A BARGAIN.

I have been paying $10 a month for insurance for the past year. My phone stop turn in on and I was told I have to pay $175 deductible to have my phone replace or fix. As I see it is not worth it to pay insurance when the deductible is so high. I was told the insurance was in case the phone was lost or broken do to my fault, I just need my phone fix and the only option I have been given is to replaced for $175.

The rudest customer service. Said my wire less claim went for a third review after it passed the first two and said it will take a month. Tmobile acts like they have no responsibility, but the only reason I bought insurance was because of their recommendation and they are getting compensation for selling the insurance, so I think tmobile should be accountable also. I'm paying for service and insurance that I can't even use because my claim is in review for a month. This is ridiculous and I wonder how much this company pays the government off to be able to keep doing business like they do.

Okay, first of all I am faithfully paying 4 to 7$ every month for this insurance thing on my s3. My phone fell from the sofa to the floor. Screen is completely blacked out. Its still working perfectly because I can hear alarms ringtones going off when I text and call. I filed for a claim to replace it. I am willing to pay the deductible, although still pretty expensive. No comlaints there. BUT THEN THEY TELL ME THEY DON'T HAVE SAMSUNG S3. OUT OF STOCK. BS. I am instead given another choice for another brand of phone camparable to s3. But no thank you. I paid $500 plus for an S3 and would like to get the same one even though i have to pay the deductible. I can wait to see if any s3 becomes available, but it none, then I don't have a choice. I feel cheated. Why did I bother paying every month to not be covered. Lousy. Cheat. Rude customer service.

'24 hour replacement' yeah that's true, but you have to make a claim, wait for them to post a letter out, fill it in, post it back, which takes a week, (if you made the claim on a Monday) when they receive it back (the following Monday if your lucky) it will take 3 days to process your claim. Then they will contact you and replace your phone withing 24 hours, so maybe you'll have it by the Thursday if your luck, but like me it will be Friday. 2 WEEKS. In which case it is 24 hour replacement.

Don't have phones in stock. customer service hangs up on you. worthless. disconnected my business lines.

Use refurbished phones. Do not keep stock. Promise shipping same day. Phone out of stock. Do not use any company that has assurance as insurer

Then my 3 year old grandson knocked it in the toilet, they now want #100.00 to fix or replace it. What good is the insurance! A BIG RIPE OFF!! For get T mobile they rob you!! This is the first company I have ever heard of who does not give you the insurance you pay for. Do not waste your money!!! Do business with another company! Did not like anything about the company, sorry I ever used them. lost $550.00

Just to add some balance to the negative reviews on here. My daughter lost her 2 month old £400 Nokia handset 2 weeks ago. Got the policy out read what we were supposed to do. Got all relevant informaion together and blacklisted the handsete with T-Mobile. Spoke to Phonesafe who were very helpful and professional, claim approved straight away whilst on the phone with the operator. Slight communication problem last week which soon go resolved. New replacement handset turned up this morning = happy daughter. 2 weeks from start to finish is acceptable in my book. Throughout this process, the Phonesafe staff have been helpful, courtious and professional. Thank you Phonesafe.