Hey everyone,
I had my iPhone 16 Pro Max stolen by a pickpocket while I was in Barcelona, and it was insured under AppleCare+ with Theft and Loss. I was flying back to Boston just a few days later, so I didn't bother getting a replacement phone immediately and used my wife's device instead. I reported the theft to the police during my trip, thinking it was necessary for my claim.
Once I got home, I assumed I'd just walk into an Apple Store to get a new phone, since that's how it worked when I had a damaged phone before. However, I discovered that Apple contracts a third-party insurer, AIG, for theft claims. I had to submit a claim online. The process seemed straightforward at first: I paid a $149 deductible and received a confirmation saying I would get tracking info in 1-2 business days.
It's now ten days later, and there's been no update on my claim. The status hasn't changed since I submitted it, and I still don't have a tracking number. I've called both Apple and AIG multiple times, but they just keep passing the blame back and forth. I'm frustrated because I thought this insurance was supposed to protect me from this kind of hassle.
Does anyone have experience with this process? Should I go back to the Apple Store, or will that just be a waste of time? Thanks for your help!
5 Answers
I shared this issue on another forum and got a response saying my post was removed for not being constructive… Seems like Apple is more about censorship than supporting their customers nowadays.
Censorship is harsh! Definitely stick with dealing directly with AIG; they are your point of contact for this issue.
Just a heads up—your phone is insured with AIG, and the information about making a claim is in the documents you got when you signed up. If you read those, you could have saved yourself a trip to the Apple Store, since this process is set up to be all through AIG!
If AIG is being unresponsive, it might be worth reaching out to Apple again and calmly request to speak to someone who can actually assist you. Stay professional; you’ll get better results that way. Sometimes, escalating your issue can lead to a resolution much faster!
You might want to directly contact the insurer, AIG. Since the phone is insured through them, they should be the ones to resolve your delay. Going back to Apple while you’re still in this limbo might not yield any updates.
Going into the Apple Store probably won't help much here. Since you’ve paid your deductible and submitted the claim, everything is supposed to go through AIG. If your claim is approved, you shouldn't have to refer back to Apple for a replacement. Did AIG explain what Apple needed to do, or give you any specific instructions?
Yeah, it's frustrating! Focus on escalating your claim with AIG, that’s where the issue lies.