Monday, July 12th I called to file a claim on an XR phone that was damaged & non usable. I explained to them over the phone that the phone needed replacement & had been checked out/ could not be repaired. Jim (Employee # 476060) who I was speaking to said, he could not email or contact a supervisor for help with the situation. He said, he was the associate we needed to speak with. My husband & I were on the phone with this associate, as we were put on hold several times for over an hour, to be told in the end that we needed to take the phone to Apple care to get checked out, 1st before they would replace it. He finally transferred us to what they called a manager. When the call was finally transferred they hung up with no words or call back. They had my call back #, as well. We were going on vacation & just wanted this resolved. The day of our vacation we spent a day getting a replacement through apple with a cost. We had to then go to T-Mobile to get a new SIM card, which took another 2 hours. This event ended up taking all day to replace when Asurion should have resolved the issue in the 1st place. Why do I pay for insurance through T-Mobile/ Sprint if they are not there to help? The hoops that we had to jump through is absolutely ridiculous. I will be filing a complaint with Better Business Bureau, Asurion, & T-Mobile/Sprint.