My phone was stolen on late Saturday/early Sunday (10/13/19) so when I filed the claim I knew it would be a few days before I could receive the phone. First of all, my claim was approved for a BLUE XR. My paperwork (online and when I received the device in person) both said iPhone XR BLUE. I got the device on a Tuesday (10/15/19) and it was white. Of course no one can do anything at Asurion so they transfer me to my carrier who tells me that my only choice is to go through insurance. Cool, fine, whatever. The REAL problem came when I took my phone to the carrier store to activate my sim card/new device and the associate was not able to program my phone BECAUSE IT WAS ALREADY ASSIGNED AND ACTIVE ON SOMEONE ELSE'S NUMBER. On top of sending me someone else's IMEI number, Asurion explained they can't do anything. THEY DON'T APOLOGIZE FOR THEIR MISTAKE, AND the Asurion rep explained I would have to WAIT MORE DAYS for an envelope to send this device back and once it's received, they will send me out another replacement device. SO NOW I HAVE TO WAIT ANOTHER WEEK OR SO for a phone. It's upsetting because how can an insurance company send me someone else's IMEI??? And on top of that, I didn't receive an apology, any expedited service, any discount, NOTHING. I paid my $200 deductible and thats all they care about. They don't care if you never receive your phone or if your replacement device is defective. I've been trying to find out who I can complain to because I find that to be HORRIBLE business practices AND customer service. I shouldn't have to suffer more at the mistake of my insurance company and they should make this process go by much faster since it was their mishap.