Asurion Home+ Forced Me to Dispose of My 77” OLED TV Then Denied the Claim Anyway
I honestly cannot believe what I’ve been dealing with trying to get a legitimate TV claim honored through Asurion Home+.
I opened a claim on 4/7/2026 for a defective Sony 77” OLED TV. As requested, I submitted photos of the front and back of the television along with the serial number and model information.
A couple days later, on 4/9/2026, Asurion’s claims review team emailed me instructing me to take the television to a state-certified disposal facility and provide an itemized disposal invoice before they would proceed with the claim.
That immediately seemed strange to me because I reviewed the Terms & Conditions and could not find anything requiring disposal as part of the claims process. So on 4/11/2026 I replied and told them I was willing to make the TV available for pickup if they wanted to retrieve it themselves.
On 4/14/2026 they responded saying they “offered” disposal as an easier option, but alternatively they could send me a prepaid UPS label if I wanted to ship the TV back.
The problem? This is a 77-inch OLED television.
I explained repeatedly that:
\- I no longer had the original box
\- I did not have specialized packaging materials
\- I could not safely transport or package something this large myself
\- Standard UPS Ground logistics for an item this size are unrealistic
\- Their own Terms & Conditions say they cover shipping and handling costs
I requested that if they required the physical product returned, they arrange:
\- freight pickup,
\- professional packaging,
\- or onsite collection.
Instead, I spent weeks getting the same canned responses over and over.
They kept insisting:
\- I either dispose of the TV,
\- or personally package and transport it myself using a prepaid UPS label.
At one point they literally told me:
“The plan does not cover Asurion scheduling and paying for product pickup.”
So basically they wanted me to:
\- front hundreds of dollars,
\- locate freight-safe packaging for a 77” OLED,
\- rent a vehicle to transport it,
\- risk damage in transit,
\- and only maybe get reimbursed later.
Meanwhile they market the service as “quick, easy claims” and “hassle free.”
I sent multiple detailed emails pointing out:
\- the contract language,
\- the shipping limitations,
\- the safety concerns,
\- and the fact that transit damage exclusions created additional risk.
I also pointed out that after proper packaging, the dimensions of a 77” OLED would likely exceed standard UPS Ground size limitations.
None of that mattered.
After weeks of back-and-forth, escalations, and ignored concerns, I eventually located a state-certified e-waste facility that would actually accept a TV this large.
On 4/29/2026 I transported the television there myself and obtained the exact proof of destruction documentation Asurion requested, including:
\- manufacturer,
\- model number,
\- and serial number.
I submitted everything exactly as instructed.
Then on 5/4/2026 Asurion denied the claim anyway.
Their stated reason?
“The product in your documents didn’t match what was reported in your claim.”
Except that is completely false.
The original claim documents and the disposal certificate BOTH listed:
\- Sony
\- Model XBR-77A9G
\- Matching serial number
Everything matched perfectly.
So after forcing me through weeks of impossible shipping/disposal demands, they suddenly invented a “mismatch” that literally does not exist in the documentation.
I responded with a formal dispute letter pointing out:
\- the matching serial numbers,
\- the matching model numbers,
\- breach of contract concerns,
\- bad faith denial concerns,
\- and possible violations of California consumer protection laws.
Then things somehow got even worse.
On 5/5/2026 I received an email saying my Asurion Home+ plan had been canceled “as requested.”
I NEVER requested cancellation.
Not once.
The cancellation email even listed the cancellation date as 4/21/2026 — while I was actively still communicating with them trying to resolve the claim.
Now they are refusing to respond to my emails entirely.
So to summarize:
\- They first pressured me to dispose of the TV
\- Then tried to force me to personally freight-ship a 77” OLED
\- Refused to arrange pickup
\- Refused to address practical shipping concerns
\- Required state-certified disposal documentation
\- Then denied the claim after I complied
\- Claimed there was a “mismatch” that objectively does not exist
\- Then canceled my protection plan without authorization
\- And are now ignoring all communication
Has anyone else experienced anything like this with Asurion Home+?
At this point I’ve already filed complaints with the California Insurance Bureau of Household Goods and Services as well as The Better Business Bureau, and I’m preparing for arbitration because this entire process feels completely unreasonable.