I put in a claim, was charged the standard $99 and replacement phone arrived the next day. Went to Verizon for help transferring my data and the rep found that we were eligible for new phones at no cost. He called Asurion and we were told to return the replacement phone and the $99 would be reimbursed. Took it to USPS on July 28 ... the package still has not been delivered 8 days later (from upstate NY to TN). Called Asurion on August 2nd and told them the package appears to be in limbo. The rep was great and said since I had done the right thing in returning the phone and am not responsible for the mess up by USPS, she would put in for the refund, which was received today (August 5). Excellent service!