No Android manufacturer has been able to offer a service comparable to AppleCare+. Sure, Samsung has approached the uBreakiFix partnership, but Apple’s solution is truly one of the best reasons to own an iPhone. If you encounter any problems, support is simply available by appointment at the Apple Store. Broken, shattered or otherwise, you’ll find help as long as an authorized Apple retailer is somewhere near you.
I’ve kept an AppleCare+ subscription on all my products for years to cover both emergencies and out-of-warranty repairs. However, when I bought my iPhone 15 Pro Max last year, I decided to spring for the upgraded AppleCare+. Unfortunately, AppleCare+ Theft and Loss isn’t as effective as it’s made out to be, a lesson I had to learn the hard way. My experience shows that even Apple can’t get cell phone insurance good – here’s why it’s not all it claims to be.
AppleCare+ makes it easy, right?
Given how easily AppleCare+ is managed by Apple, it would be reasonable to assume that the Theft and Loss portion of the plan would also be fairly straightforward. As usual, I expected a smooth and stress-free claims process, hoping at least that the Apple Store would help me. What I didn’t know, however, is that everything is transferred from Apple to a third-party company called AIG.
In 2021, Apple moved from Assurant to AIG as the service manager for theft and loss claims. The process is pretty simple, at least in theory: file a claim online through Apple’s website, then you’ll receive an email from AIG (mine took about 30 minutes) with the details of your claim and a link to download more information. Upload the information, then the claim will be reviewed within two business days and you should have a replacement within two additional business days. In theory, it’s a fairly simple process, but as always, it’s the details that count.
First of all, it is worth remembering that when AIG or Apple talk about two business days here, they mean a minimum. Even if everything is said within two days, it is two to seven business days.
Here’s how the process actually happened. Once the claim was made, AIG quickly requested proof of identity. Despite the first steps stating that you need proof of purchase Or proof of identity, you must submit both. I had returned my documents within 20 minutes of AIG’s request, then I was told to expect a response within two days.
Two days later, AID requested the same ID again. It was a Thursday (2nd working day); I called customer service and the rep told me it was an error and I would get back to you by Friday (day 3). The next day I was told that the complaints team was reviewing my file and would get back to me by Tuesday (day 5). I was also asked to file a police report and submit it to AIG via email.
I went to the world’s tallest building to see if a foldable device could beat the iPhone’s camera
Can the OnePlus Open, Pixel Fold or Galaxy Z Fold 5 take home the gold?
On the fifth day, at the eleventh hour, after being quite angry with the customer service manager, my complaint was magically approved within five minutes. It’s worth noting that the claims team never read the email I sent with my police report (which took me four hours to get), and a month later , she still hasn’t read this email.
Anyway, now that it’s been approved it should be simple. RIGHT?
Apple by name, but not by nature
Ultimately, not quite: even if Apple takes care of the replacement, no one can give you any information of any kind. First of all, it took two days of calls to get the repair number, so it could be tracked through Apple’s system. Then, Apple took two days to “review my device” after receiving the claim information from AIG. I’m not sure what the company was looking at – my phone had been missing for days and the claim was already approved.
Apple announced that it would officially replace the device, beginning a new countdown. We were now on the 9th business day and it could take another five business days to find a replacement product and ship it. Granted, I was in the UK and the variant in question is the US eSIM model, so that may have played a role, as the replacement I received was shipped directly from China.
I finally received a replacement iPhone on the 16th business day after my loss, after four days of back and forth between Apple and AIG customer service. Before this year, I’d never had a bad experience with Apple, but this certainly did the job.
iPhone 15 Pro Max review: the phone everyone chooses
The bubbles may be bluer, but is the grass greener?
Can any business get cell phone insurance?
The name Apple usually indicates a level of quality and service that goes above and beyond, but even Apple hasn’t figured out how to improve the assurance of mobile phones. Most insurance companies don’t want to pay out for a claim, but I expected Apple to do it differently, as they have throughout their history. Unfortunately, when you work with external insurance groups, you encounter the same frustrations and inadequacies as if Apple wasn’t involved.
My experience with AppleCare+ Theft and Loss also leads me to a broader question: If Apple can’t get good cell phone insurance, can anyone? Google and Samsung don’t have the retail support and infrastructure that Apple offers, but the latter could probably come close. In some countries, Samsung offers Samsung Care+ Theft and Loss in partnership with Assurant, but it’s not as global a service as Apple’s.
The biggest surprise to me throughout this experience is how archaic the process seems. Yes, you now complete a claim form via the web and probably no need for a police report. Yet my renters insurance (via Lemonade) uses AI to speed up claims processes, and I had an $8,000 claim (for a bag stolen from a car) processed and paid within 48 hours. Sometimes they refer to a manual insurance adjuster, but Apple could surely learn a lesson from that. Something seems strange if my iPhone takes two weeks to be replaced, but my home insurance can pay off a much larger claim in 48 hours.
If you are looking for the best cell phone protection against theft and loss, I would be wary of your expectations with AppleCare+ Theft and Loss. The damage part is still the best protection you can buy for your iPhone, but the theft and loss part leaves a lot to be desired. I’d say you’re much better off with insurance through your rental policy, bank account, or carrier rather than relying on Apple. Now, when was the last time someone said that?
Nirave is a creator, evangelist and founder of House of Tech, which focuses on covering the best health and technology products. Following a heart attack at the age of 33, he focused on how we can use data to improve our health and ultimately live long, more fruitful lives. Follow him on Instagram, TopicsAnd Youtube for live updates on its Sleep and Health journeys. It is also found at HoT.tech.
iPhone 15 Pro Max
The iPhone 15 Pro Max is Apple’s latest and greatest, with a sleek new SoC capable of handling console gaming and a new telephoto lens that finally uses periscope technology. It also finally adds USB-C, so you no longer have to carry a Lightning cable with you. These upgrades all come together to form a compelling package.