Last updated: September 21, 2021
We value privacy, especially yours
At Asurion LLC (“Asurion”, “we” or “our”), we take protecting your privacy seriously. In order for our websites, mobile applications, products, and services (collectively “Services”) to function properly, we need to collect and use some of your personal information. We want you to understand what personal information (also known as personal data) we collect and how it is used. For clarity, “personal information” means information relating to an identified or identifiable natural person; directly or indirectly.
If you do not agree to the Terms and Conditions or this Policy, please do not use our Services or provide any personal information.
If you fail to provide certain information when requested, we may not be able to provide the Services for which you have contracted or are requesting.
This Policy contains the following sections:
What’s covered by this Policy
Why we collect your personal information and the purpose of processing
Personal information we collect
How we use your personal information
How we share and transfer your personal information
International transfers of personal information
How we protect your personal information
How long we retain your personal information
How you are notified if this Policy changes
Communicating with you electronically
Your rights related to your personal information
A few notes about social media
Individuals under the age of 18
Your California privacy rights
Accountability and governance
Where to turn with questions
This Policy covers any Asurion-affiliated site, product or service which links to this Policy and any collection, storage, transfer, sharing, disclosure and handling of your personal information when you use our Services which we define below.
Personal information we collect when you use our Services is needed for the following purposes:
Contract: to contract for Services, communicate with you, bill and collect, process cancellations and refunds, claims processing, provide customer service such as assigning and dispatching authorized technicians, internal quality assurance review of customer service, deliver the functionality of the Services (e.g., click to chat) and supply chain management.
Legitimate interests: for maintaining our books and records, maintaining security and integrity, monitoring use and performance (for example, managing service requests, service provider performance, repair metrics statistics) quality assurance, fraud detection and prevention, and product improvement and development.
Comply with legal requirements: to notify you as required by law in the event of a breach regarding the security of your personal data. We also use your personal information to comply with legal requirements.
Additionally, if you are located in the U.S. and have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third-party dispute resolution provider at https://feedback-form.truste.com/watchdog/request .
When you use our Services, we may collect the below types of personal information:
An Important Note Regarding Biometric Information Collection
Services Performed at Your Home or Other Location
Please be aware that if you are receiving Services at your home or other location, the service provider may be able to view any other information that you make available or visible, which may include personal information.
For Services such as in-home repairs, with your consent, the service provider may need to access your device to perform Services requested by you such as changing settings, backing up your data, or provide technology set-up or advice.
If you are receiving a device repair, the service provider may need to take photographs of your device to confirm that it is damaged and has been repaired. Be aware that any information displayed on your device or surrounding areas may be visible in the photo.
Our Services may allow you to communicate via audio, text, or video with us or another individual (e.g., friend or family member). While doing so, we collect the content (including any personal information) that you share, upload, or provide while using our Services to communicate. We also collect Technical Data (e.g., device model) and Log Information (e.g., date and time of your call) generated from your use of our communications tools.
If a particular communications tool captures images (e.g., video) or enables screen sharing, please be aware that we, or any other individual who is a party to the communication, may be able to view any information that you make available or visible, which may include personal information. At any time, you may terminate the video or screen sharing by, for example, closing the tab in your browser or selecting a button to end the session.
Using a Third-Party Account on our Services
If you use a third-party service (such as Google or other social media platform) to create an account, we may receive personal information that you allow such third-party service to share with us such as your name, e-mail address, profile picture, or other personal information.
Asurion also automatically gathers and stores certain information in our server logs about the use of Asurion’s Services, including the number of unique visitors, the frequency of visits, how users interact with our Services, user experience preferences, and other information that may help Asurion improve the user experience, mitigate fraudulent activity, and comply with legal requirements. Such information may include Personal Information such as: IP address, Unique Device Identifier, CallerID / ANI (Automatic Number Identification) information, content of web pages, transaction with APIs (Application Program Interface), transactions with IVR (Interactive Voice Response) systems, activity and content of visitor interaction with call center representatives; application usage activity, hardware information, hardware and system settings, browser type, browser language, length of call, participant added to or exited from a call, the date and time of your request or call, or referral URL.
Cookies, Pixel Tags, and Other Tracking Technologies
We also use these technologies to tailor and deliver advertising that may be more relevant or interesting to our users, and gather demographic information about our user base as a whole.
A cookie is a small data file that is managed by your web browser or other application and stored on your local system. Asurion uses session and persistent cookies to, among other things, identify your device during a particular interaction, analyze your behavior during a particular visit, and serve you advertising.
Pixel tags, also known as web beacons, help Asurion better manage user experience and content tracking. They also assist us in serving you advertising, including re-engaging you if you have searched for, viewed, and/or purchased our products or similar products. Pixel tags are tiny graphics with a unique identifier, which provide a similar function to cookies and are used to track user interaction with content provided by Asurion, an affiliate organization, or non-affiliated companies to assist us in providing, maintaining and operating our marketing. In contrast to cookies, which are stored on a user’s device hard drive, pixel tags are embedded within content. The small size and transparency of pixel tags are not intended to deceive content recipients, but rather minimize distraction. You may opt out of third-party cookies or similar tracking technologies used to serve you targeted advertising based on the Personal Information (e.g., device information) in our cookie banner or, if you are a California consumer, by following the “Sale of Personal Information” instructions contained in the Your California privacy rights section of this Policy.
You can also elect to block all cookies from first parties (such as Asurion) and from third parties (such as entities involved in advertising) by using the cookie blocking options built into your browser software. The methods for doing so vary from browser to browser, and from version to version. You can obtain up-to-date information about blocking and deleting cookies via these links:
Please note, however, that if you do decide to block cookies or similar technologies, some parts of Asurion’s websites may not function correctly.
In addition, associations in the digital advertising ecosystem provide methods for opting out of interest-based advertising (i.e., advertising that’s been customized based on predictions about your interests generated from your visits to different websites). If you wish to opt out of interest-based advertising click here or if you are located in the European Union click here. The Digital Advertising Alliance click here and the YourOnlineChoices page click here also provide opt-out mechanisms. Please note you will continue to receive generic ads.
Do Not Track
Do-Not-Track is a public-private initiative, http://www.w3.org/2011/tracking-protection/ , that has developed a technical “flag” or signal that an end-user may be able to activate within their browser software to notify websites that they do not wish to be “tracked” by third parties as defined by the initiative. The initiative, however, has not reached a consensus as to exactly what technical or other actions those parties receiving the signal should take. As a result, Do-Not-Track has not yet been standardized and most websites, including Asurion websites, do not alter their behavior or change their services when they receive a “do-not-track” flag or signal. You can, however, make decisions about your privacy and the advertisements you receive.
Third-party data sources
Asurion may leverage external data sources in order to provide context and background on the users of its services in order to improve customer experience, mitigate fraud or malicious activity, or comply with internal company and external regulatory requirements.
Personal Information we collect from Technical Data
When you install and use certain elements of our Services, such as a mobile or web application, browser plug-in, or Alexa skill, we may collect the below types of Technical Data, which may include:
Asurion may use your information to:
An Important Note Regarding Biometric Processing
Where required by applicable law, Asurion will obtain appropriate consent for the use of biometric information as described above.
Certain Asurion Services may collect audio, text, or video to allow you to communicate with us or another individual (e.g., a friend or family member). These communications tools enable you to send and receive messages, share your screen, make and receive video chats, or add us to your conversation to provide our Services (e.g., tech support). After your communication ends, we will not store or review the contents of a communication if we are not a participant in the communication. If we are a participant in the communication, we may store and review the text or audio content of your communication with us according to the purposes described in this Policy. We may also review the Technical Data (e.g., device model, operating system) and Log Information (e.g., length of call, participant added to or exited from call) collected from your use of our communications tools for these same purposes.
We will not use or disclose your personal information to non-affiliated third parties except as disclosed in this Policy.
Asurion may transfer your personal information to:
Asurion may also disclose your personal information to:
Please be aware that the personal information we collect may be transferred to and maintained on servers or databases located outside your state, province, country, or other jurisdiction, where the privacy laws may not be as protective as those in your location. If you are located outside of the United States, please be advised that we process and store personal information in the United States.
We use commercially reasonable, industry standard technical, administrative, and physical controls to protect your personal information, including data encryption where appropriate; however, since the internet is not a 100% secure environment, we cannot ensure the security of information during its transmission between you and us. Accordingly, you acknowledge that when you transmit such information, you do so at your own risk. We will notify you of any confirmed security breach of your personal information to the extent required by and in accordance with law.
Asurion will retain your personal information as long as necessary to fulfill the purposes outlined in this Policy, unless a longer retention period is required or not prohibited by applicable law.
We may change this policy from time to time. If we do, we will post the updated policy with the last revised date. Your continued use of our Services means that you acknowledge, and when permitted by law, consent to the updates. You should periodically read the Policy to understand our privacy practices.
If we make material changes to this Policy, we will notify you in the website, product, service, or application or by email and seek your affirmative consent where required.
By using our Services, you acknowledge that we can communicate with you electronically. This includes any required notifications (i.e., legal, technical, regulatory, security, privacy) relating to your use of the Services.
Where required, Asurion will seek your express consent to send you such messages. This consent is sought by Asurion, LLC, 648 Grassmere Park, Nashville, TN 37211 USA. You may withdraw your consent by using the “unsubscribe” link located in the Where to turn with questions section of this Policy.
While we take various steps to ensure the accuracy and completeness of your Information, we rely upon you to provide accurate and complete information when interacting with us.
Under certain circumstances, and as required by law you have the right to:
If you want to exercise any of these rights, please contact the Data Protection Officer in writing per the Where to turn with questions section of this Policy. For those requests for which we are the controller, all valid requests will be honored within the time period required by law. In addition, if we need an extension to process your request will communicate, and are permitted by law, we will communicate when we will process your request. Any such requests should be submitted to the Data Protection Officer.
You will not have to pay a fee to exercise your rights, however, as permitted by law, we may charge a reasonable fee for unfounded or excessive requests. Alternatively, we may refuse to comply with the request in such circumstances. In addition, if there are requests that we are unable to process for any reason stipulated in law we will notify you of the reason.
We may need to request specific information from you to help us confirm your identity, or the identity of any one you authorize to make a request on your behalf as permitted by law, before a request can be processed.
In certain jurisdictions, you also have the right to file a complaint with your data protection authority (e.g., EU Supervisory Authority, UK Information Commissioner’s Office, Office of the Privacy Commissioner of Canada. However, if you have a complaint regarding the processing of your personal information, we request that you first contact the Asurion Data Protection Officer using the information in the Where to turn with questions section of this Policy and we will reply on a timely basis.
If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third-party dispute resolution provider at https://feedback-form.truste.com/watchdog/request .
For requests for which we are the processor, we will inform the controller of the request for their response.
Our Services are not directed to, and we do not knowingly collect personal information from individuals under the age of 18. If you become aware that your child is accessing the Services and providing personal information without your consent, please contact us as described in the Where to turn with questions section of this Policy. We will take steps to remove personal information from our storage systems and terminate the account if we determine that a child under 18 has accessed the Services.
As it pertains to users of the Services for which we are the controller of your personal information, the controller is Service Bench LLC.
In some cases, we are the processor and the controller is a third party such as the original equipment manufacturer.
The Asurion privacy practices, described in this Policy, comply with the APEC Cross Border Privacy Rules System. The APEC CBPR system provides a framework for organizations to ensure protection of personal information transferred among participating APEC economies. More information about the APEC framework can be found here .
To learn more about our APEC CBPR Certification click here .
California Shine the Light Law
California residents may opt-out of Asurion disclosing their Personal Information to third parties for their marketing purposes. If you are a California resident and do not want Asurion to disclose your information to third parties for their marketing purposes, please contact Asurion by any of the ways described in the Where to turn with questions section below and Asurion will respond within 30 days.
California Consumer Privacy Act (CCPA)
The CCPA provides privacy protections for California consumers through the provision of certain disclosures and granting of specific rights. If you are a California consumer, the following sections provide you with these disclosures and information about your rights and how to exercise them, should you choose to do so.
Categories of Personal Information we collect
In the preceding 12 months, we have collected the categories of Personal Information described in the Personal Information we collect section of this Policy. These categories are classified under the CCPA as follows:
Personal Information under CCPA
Categories of Personal Information
Name, mailing address, email address, cell phone number, electronic serial number (“ESN”) or International Mobile Equipment Identity (“IMEI”), device serial number, and media access control (“MAC” address), CallerID / ANI (Automatic Number Identification) information
California Customer Records personal information categories
Name, mailing address, email address, cell phone number, electronic serial number (“ESN”) or International Mobile Equipment Identity (“IMEI”), device serial number, media access control (“MAC”) address, CallerID / ANI (Automatic Number Identification) information, and financial information such as credit card number and debit card number
Protected classification characteristics under California or federal law
Demographic information including age, marital status, and sex (including gender)
Records of products or services you have purchased from us, responses to online, verbal or video surveys
A scan of driver’s license, passport, or other personal identification card to identify fraud in the claims process, or face scans should you download and use an Asurion photography mobile application
Internet or other similar network activity
Information we collect when you visit our websites: IP
address, unique device identifier, the content of web
pages, transactions with APIs (Application Program
Interface), hardware information, hardware and system
settings, browser type, browser language, length of call,
participant added to or exited from a call, the date and
time of your request or call, referral URL, cookies, and
GPS, cell tower, and Bluetooth location data if you enable geolocation on your device operating system and are you using a location-based service. You may turn this off at any time within the device settings
Audio information from customer interactions with call center representatives, photos or videos should you download and use an Asurion photography mobile application, or photos of your device taken by a service provider to confirm that it was damaged and has been repaired, and audio, text, or video information from your use of our communications tools
Inferences from Personal Information
Inferences we draw from the Personal Information we collect from you to potentially offer products or services that we believe would be a good fit for you
Categories of sources of Personal Information
We collect Personal Information from the following categories of sources:
Business purposes for collecting Personal Information
We may use or disclose the Personal Information we collect for one or more of the following business purposes:
Disclosure of Personal Information for a business purpose
We may disclose your personal information to the following categories of third parties:
In the preceding 12 months, we have disclosed the following categories of personal information to third parties for a business purpose:
Sale of your Personal Information
We do not sell any Personal Information as the term is traditionally understood. However, under the CCPA, in the preceding 12 months certain methods of advertising we have used could be considered a sale of personal information to third parties that assist us in providing, maintaining and operating our marketing. This personal information includes the following categories:
We use this personal information to tailor and deliver advertising that may be more relevant or interesting to you, including serving targeted ads.
You may opt out of the sale of your personal information by contacting as provided in the Where to turn with questions section.
In the previous calendar year, Asurion received 218 requests to opt-out. Of these requests, Asurion fulfilled 184 and denied 34. The primary reason for denial was because the data subject failed to verify their email address.
In addition, if you visit our website, we engage in selling that may not identify you specifically, but rather the device you use. You may opt out of this type of selling by toggling off certain cookies or other similar technologies. This is done by navigating to the “Do Not Sell My Personal Information” link on our homepage and toggling off “Targeting Cookies.” You may also opt out of this type of selling by blocking and deleting cookies or similar technologies in your browser. Please note, however, that if you do decide to block cookies or similar tracking technologies, some parts of our sites may not function correctly.
We do not sell the personal information of individuals under the age of 16 if we have actual knowledge of the individual’s age.
Access to and deletion of your personal information
To make such an access or deletion request, please contact Asurion as provided in the Where to turn with questions section below. We will not discriminate against you for exercising any of your rights related to your personal information
Asurion has implemented various measures to monitor compliance with and enforce this Policy.
If you have any questions about this Policy, about our website, product or service, or want to exercise your rights as provided by law, or have a privacy-related complaint, you can contact Asurion’s Privacy Office here .
You may also contact us at +1-844-798-7701 or:
Attn: Privacy Office
c/o Office of the General Counsel
648 Grassmere Park
Nashville, TN USA 3721