My Samsung Galaxy was fixed in Jan 2023 by this company. I received the phone and it was working fine until the last few weeks. The phone screen was intermittently switching on and off and the phone was overheating.
I took it to my Samsung repair centre. I was horrified when I got the report of the phone and they refused to repair the phone.
The repair by Assurant used the wrong screws, camera lens were scratched, components not secured properly, battery faulty, glue around the phone.
Verry shabby workmanship.
Rightly or wrongly, that is what happens when the cheapest possible insurer is used (in this case, as part of a packaged account). I wouldnāt trust anyone apart from Apple to repair my phone. I donāt know what it is like on the Android side - do the individual manufactures offer their own protection plans?
Have you contacted Assurant? What do they say about it? In my eyes, they owe you a new phone, but it will be a battle Iām sure!
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Assurant is the company behind Samsung Care+ these days (it used to be Allianz) which makes this quite surprising, Iāve heard about them doing bad jobs on repairs for Apple devices but bundled or not I would have assumed theyād do the job properly for a device made by an OEM they have a direct relationship with.
And hereās me living on the edge with no packaged account or phone insurance anywhere.
Have heard some fairly bad stories over time.
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This is exactly why I will always go with Apple Care+ with Theft and Loss.
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I just got my iPhone 12 screen repaired by assurant and have complained to Monzo because:-
- runs far too hot during use
- raise to wake no longer works
- when using the side button to wake there is a significant time lag
- sometimes there are grey and black bars horizontally along the screen whilst FaceID is kicking in. The phone is working but the screen is not, leading me to inadvertently open and use apps.
- often the touch screen stops working and the app Iām using then crashes
- the battery runs out significantly quicker than it used to
- There is now an error message stating the part is not genuine (to be clear this would be fine if the rest of the phone worked!)
Never again. This will cost me a genuine screen replacement plus Iām out the excess.
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Maybe a little bit hyperbolic 
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In fairness to Monzo this is fairly typical of any phone āinsuranceā. A good few years ago I worked for a high street phone brand which offered phone insurance (think warehouse and Squad) and their policies caused no end of issues in terms of poor quality repairs etc.
I think in honestly these days Iād just walk into Apple and pay for the repair. Loss is clearly different.
But what Iām really really saying is while Monzos phone insurance is poor, itās no worse than any other similar offering. Which is a shame.
Premium could be so much more but itās just a lowest denominator option.
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I donāt disagree, my phone insurance is not with a packaged account for this exact reason.
But Iām just saying that while Monzos insurance is poor, itās no worse then many other āoptionsā over there.
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I am getting it fixed on Wednesday. Complaint in, they asked for a selfie with photo ID before they will even look at it 
but Iāve asked them to reimburse me for the apple screen replacement (Ā£239) and the excess (Ā£75) for inconvenience caused. I think thatās fair but they probably wonāt!
The functionality is WAY worse than I thought - turning the screen on can take several minutes and itās no longer accurate to do things like leave voice notes or highlight text properly. Im raging!
Seems like assurant is very wide spread in the world of bank insurance but I will never send anything to them again. The reviews are also terrible. Question is do I self insure from now on or get the genuine replacement and then sell the phone and upgrade with apple care?
What makes me mad is how well I take care of my phone - itās pristine - and I havenāt cracked a screen since early 2018. This incident has basically rendered this phone worthless and itās a service Iāve paid for!
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Wouldnāt it be the insurance ombudsman?
Or does the finance one cover that as well?
They gave me Ā£25 when I didnāt even want to complain!
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UPDATE: Monzo took over a month to address my complaint, only to say itās nothing to do with them itās an Assurant problem. Assurant wonāt do anything until I send them back the phone which Iām not going to do as itās inconvenient being without it, super inconvenient having to wipe it and IDK why I should, given Iāve already sent it away and they did a sub-standard job.
Off to the ombudsman I goā¦
You have to give them the opportunity to make it right. Refusing to send it back (I understand why you donāt want to do that) is going to undermine you point.
So send it back and make them do it right.
You could also ask them for a like for like trade on delivery/collection.
I did that once many years ago, got a brand new device.
No guarantee they will though.
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With assurant you will never get a brand new device. It will be a refurbished device probably with non-genuine parts and round the cycle goes 
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I have experience of making an insurance claim with Monzo/Assurant having had my iPhone 14 Pro Max snatched from my hands in central London. My phone was a week old!!
I made a claim and a replacement device was sent to me the very next day. It was the same replacement youād receive when you make a warranty claim to Apple, whether that be statutory or via Apple Care+. A serial numbered slim brown box. I know this because I have made claims to Apple Care on previous devices.
Assurant also paid me directly into my Monzo account the cost of replacing my leather iPhone case and a MagSafe leather wallet.
Of course loss is much different to a repair, but the purpose of my post is to emphasise that the service is not all that bad, and not much different to the alternatives out there.
Apple does not provide a brand new phone when you make a claim you receive a refurbished device. It also has a number of conditions in place when a phone is lost. It will not honour a claim where the phone does now have āFind Myā activated and is visible for them to track. The excesses applied by Apple are also generally higher. Apple does not honour your claim, AIG does.
Apple itself only honours statutory warranty claims.
Of course choosing Apple to repair an Apple made device makes sense, and you will not be confronted with issues surrounding non-apple approved parts (which will trigger a warning in the settings app on the device) which is a whole separate discussion.
Any cover is good cover when youāre at a loss without a phone, or without the means to either replace or repair your beloved device.
I hope you get your repair issue resolved to your statisfaction.
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Didnāt see the point of starting a new topic so thought I would reply here.
Iāve claimed once for a lost phone a couple of years ago but now with max and damage cover Iāve just had my first experience of sending for repair/replacement.
My phone was badly damaged when it went flying out of my hand when my dog got a fight and ran to the end of his lead. It broke completely on the back and damaged the sides.
Aside from explaining the phone is rather glitchy since - all that assurant did was replace the back glass - the damage sustained to the sides of the phone completely ignored?
Iāve had to send back - but surely if damage is covered - it should only be repaired if ALL of the damage is going to be repaired rather than just some of the damage.
Here is a picture for example of the damage sustained as part of the drop that was ignored as part of the repair.
Sure I get that - but when itās sustained as part of the wider damage and functionality issues.
Itās not stand alone cosmetic
Your phone didnāt work, now it does.
Should have drowned it.
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