I had insurance via my network provider, went into the store in the a.m. & they brought me a new one that evening. My phone was totaled. Broke two fingers intentionally destroying it on a chair. My whole hand/wrist is in a splint after ER visit.
I just talked to an asurion rep about this, so my phone was cracked on both sides which now with the high end smartphones at least gets your phone replaced. Now as for refurbished or not, what the rep told me is you will get either a refurbished device or a phone that was returned but not used. Apparently if we go buy a phone, they give us the wrong color (or something insignificant like that) and we return, asurion automatically gets that device and it can eventually make its way to you. They do inspect it first and you won't get brand new accessories so keep yours. Hope this helps.
Usually they'll fix it the first two times on-site near your house or whatever location they have. Or if it really needs to get fixed they'll send you a new one and you send back your messed up one
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