It took nearly 2 months to get my replacement phone! This is after continuous efforts to prod them along. I only gave 2 stars because I did, eventually, get my replacement. Just stay away from this company! The details are below:
My daughter's phone was stolen on Feb 15 & I filed a claim. I promptly heard from the claims department manager providing instructions.
Feb 20: I submitted the necessary paperwork (notarized) to the company.
Feb 25: Still having heard nothing, I contacted the claims manager. He said the underwriters were still reviewing the claim, but he expected approval the next day.
March 4: Still waiting, I contacted the claims manager. I was told my phone would be going out on March 7.
March 15: Still no phone. Sent email to claims manager, but did not receive reply.
March 24: Still no phone, and again no reply to my email or phone call.
March 28: Send message to Esurranty customer service. No reply.
March 30: Contacted sales and threatened to contact my credit card company and BBB. Get an email and call the same day. They ask for a couple more days to investigate. Promise to get me a phone soon and to refund some of my deductible once everything is sorted out.
April 1: Supposedly, they don't have an iPhone 5s in stock, but offer to send the iPhone SE instead. Again, a refund of some of my deductible is mentioned.
April 4: New phone is finally sent.
April 8: Not hearing more about the refund, I contact Esurranty. The managing agent promises to check with underwriters.
April 20: Still no refund. Check back in. April 21 am told that since they upgraded my phone (due to their inventory issues, not my request) no refund would be issued.
Of course, from Feb 15-April 5, I had no phone and had to get a replacement. I've never experienced anything like this when replacing a phone. If I hadn't finally threatened to take action against them, I don't know if I'd have my replacement today. I would never use this company again.