I did a claim on a galaxy phone that had a cracked screen. I paid the deductible and they sent me a replacement phone. I sent the damaged phone back in the packaging they sent the day after I received the replacement. The next week I got a letter from Asurion saying they had not received my phone and if they didn't receive it I would have to pay 300.00. The return packaging was through the USPS and they didn't allow enough time to receive it, so I ignored that letter. I got another letter saying the same thing,so I decided to call. Elizabeth told me that she found the phone and the letter and the phone past in the mail. Later on that month Asurion took 300.00 out of my checking account and will not return it. I have talked to several people there and also Verizon and they still have my money. I've been with Verizon for almost 6 years.