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This review pertains to an insurance subscription for theft and loss of a device. After losing my phone, I attempted to file a claim. While the status indicated it was active, a glitch with the administrator caused the policy to appear inactive. I spent a month trying to resolve this with no success. The company acknowledged it was a system error, yet I received none of the promised service despite reaching out multiple times. It was incredibly frustrating and felt like a scam. The customer support was poor, as I was repeatedly transferred between representatives who seemed indifferent to my situation.
Samung Care is a complete waste of money. They take at least four hours to "approve" your claim. I've had Samsung Care on two phones, the only claim I ever was able to get through was a screen replacement and this was very early on when Samsung Care was first introduced. I had to search the internet to find a way to even file that claim. I initially called and they wanted to do a warranty claim, which would have required me to send in the phone for diagnostics. Since it was a work phone that wasn't an option. I eventually figured it out, but still a major inconvenience. Today's, 12/10/25, I attempted to file a claim as my work phone, an S25 Plus, is not charging. I filed the claim on line and after about an hour I called and got the automated system. After navigating through the options, I was informed that I MAY here back about my claim in four business hours. So, I canceled the claim and I also canceled the subscription with Samsung Care and went through Asurion. Through Asurion my claim was approved essentially immediately and the replacement phone will be shipped out same day.
Do not waste your money paying for Samsung Care, they offer nothing for the upfront or monthly cost. They are essentially stealing from their customers who have already paid an exorbitant amount of money for the phone itself.
Samsung Care turned out to be a total waste of funds. They take at least four hours to 'approve' a claim. I've had this service on two phones, and the only successful claim was for a screen replacement, which I had to research online to file. Initially, they wanted to process a warranty claim, requiring me to send in my work phone for diagnostics, which wasn't feasible. Today, I tried to file a claim for my S25 Plus that won't charge. After filing online and waiting an hour, I called the automated system and learned I might hear back in four business hours. I canceled both the claim and my subscription with Samsung Care, opting for a different service instead. The other service approved my claim almost instantly and is shipping my replacement phone today. Save your money on Samsung Care; they offer little value for the cost.
I'm very disappointed. I filed a claim and submitted the necessary documents, but they were still rejected, leading to unexpected charges with no assistance offered. It’s more sensible to invest in a new phone or insurance through a bank or carrier. If you report a phone lost, you might actually receive a replacement. After a month of no resolution, I canceled the policy since it covers a device I no longer possess, and they seem to have lost my documents. I cannot recommend this option.
I wouldn't even give them a single star if I could. I contacted them to update my bank details for phone insurance. After emailing last year, they directed me to contact the seller since the insurance was purchased through them. I was told to visit the store, but they couldn't assist me and referred me back to the insurance company's number. After multiple calls, I’m stuck in a loop with no resolution. I've decided to stop contacting them; they won't take any more of my money. I won't purchase from them again!
This is the worst customer service I've ever experienced. I was on hold for over three hours. I visited their office and was referred to another location, then back again, only to be given a number to call. It was a distressing experience, and my phone remains unfixed. I will never purchase from them again.
This has been the worst support experience I've had in over 30 years in tech. I've spent a significant amount on their products but had to send my laptop in for repairs. I was promised a one-week turnaround, and now it's been three weeks with no updates. The support process takes forever, and they don't care about the status of your claims. I'm done being a customer; there are better options available.
The service is an absolute joke. I was promised a 1-5 day turnaround for my claim, but after 11 days, they still lack the necessary parts. It's a third-party repair company that is unreachable. Since this is my work phone, I had to order a new one because I can't wait any longer. I won't be using this service again.
I called to change my email since I can't access my old one for service updates. They created a new account without linking my devices. When I called to fix it, the representative ignored my concerns and kept reading from a script. I sent in a phone for screen replacement, but they sent a new phone without updating my care plan. Now, after breaking the new phone, I still can't get updates on my claim due to previous issues. Their service has been terrible, and I would give zero stars if possible.
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