Asurion Great West Road, London, Brentford TW8 9AG

"PEOPLE! DO NOT SIGN UP FOR VIRGIN MOBILE PROTECTION PLAN!!!!! They use a third part insurance company called Asurion! I have lost my device and despite Virgin promises that you’ll get a replacement with 24hs it’s been now 18 days, this people keeps saying they’ll call me and THEY NEVER DO! Every time I call asking what is the update on my claim, they say someone will contact me the next following day. They are shameless and they’ll push you to the edge to try making you give up. Do not use this people, in their contract they don’t even have a time limit that they can confiscate your device!! Biggest scammer and the government allows this to happen."

"I had to take this company to the independent ombudsman and won. They said I was not entitled to claim my insurance back from them for a phone I didn't have. All they had to do is pay me back what I was owed, the rules say in insurance that you cannot insure anything that you don't have and can claim it back."

"If I could give it -5 stars I would. Filed a claim and received a phone inferior in quality and functionality. Called to get issue resolved and they just will not accept any kind of responsibility. You're better off just saving the insurance fee on your own and covering your own damages if they ever happen."

"The experience has put me off phone insurance. I found staff to be rude, the phone that replaced my brand new phone was second hand with inferior features and is not up to the specs that I need from my phone to perform work related tasks. My new phone also uses a different charger to my original which they hadn't sent, so I called up again and they eventually agreed to send one out. Several days later after being unable to charge my phone, I receive a message from dpd saying they were unable to deliver my parcel because no one was home (very odd given I was working from home that day). So I checked their website and hey presto, the idiots had some how sent my charger to completely the wrong address. So still no charger. On the day I received the replacement I was told that I could not return the piece of s**t they sent me in exchange for keeping my own phone and having it repaired privately because "I had opened the box". I will be using all media platforms to share my dissatisfaction with this company and hopefully save some people from this utterly useless cowboy company."

"Sent pre paid envelope to the wrong address but demand letters to the right address. When finally got my envelope and sent the broken phone back they still claimed they didn't receive it. It is lucky I still had the postage receipt otherwise would have had to pay. Terrible service and no responsibility for their own mistakes."