I dopped my phone in the street and it was run over and crushed. No problem, I said. I have insurance. I went to my carrier and they gave me Brightstar’s number. I have a plan with three phones and have been a customer for twelve years with CSpire. When I called Brightstar to file a complaint, the man on the phone asked me to verify the address. He said it did not match the address they have on file so they could neither process the claim nor give me any information about it. My phone is a brand new Samsung which I have only had for two months. The insurance company says the address doesnt match and the phone company says that the insurance company is a seperate business and they are not responsible. I asked why the carrier could not just call the insurance and confirm my address for me, seeing as neither company seems to have difficulty finding my address when the bills are mailed. They had no answer for me. I still have not heard back from the insurance and the carrier offered me a temporary loaner phone while the claim is being investigated. I had to drive 97 miles (into another state) to get that phone. I had to sign a waiver saying any damage to the loaner would be my responsibility. They don’t insure their own phones. That is the phone I am using to write this. When I purchased the phone I was asked if I wanted insurance and counseled that it was far too risky not to get it. There were no options on selecting insurance companies, just yes or no. When I returned to my home state with my loaner phone I used it to look up reviews for Brightstar and every one I read was as begative as possible. Every review said the company is not just critical. They all uniformly allege criminal intent on the part of Brightstar. I am now trying to accept that I will probably never get a working replacement phone. I know they will not get any more money from me. I also will be seeking another service provider. One that does not exclusively contract with a criminal scam insurance company. From what I can gather from reading dozens of reviews, this company just ships you somebody else’s broken phone to replace your broken phone, then runs out the clock by rejecting the validity of your documents.