Yes, in most cases Asurion replaces a lost, stolen, or irreparably damaged phone with a refurbished (also called "remanufactured" or "certified pre-owned") device rather than a brand-new one. This is standard practice across the phone insurance and extended warranty industry, not something unique to Asurion — companies like SquareTrade, AppleCare+, and carrier-branded protection plans (which are often administered by Asurion anyway, since it handles insurance for Verizon, AT&T, T-Mobile, and others) generally do the same.
The refurbished units Asurion sends are supposed to be inspected, tested, and certified to be in good working condition, matching the same make, model, color, and storage capacity as the device you lost or damaged (when available). If an identical refurbished model isn't in stock, Asurion may send a different color, a comparable model, or occasionally a new device, depending on the terms of your specific plan and inventory at the time.
Whether you get new or refurbished can also depend on:
- The reason for the claim — some plans provide new replacements for certain manufacturer defect issues, while loss/theft/damage claims typically get refurbished units.
- Your specific carrier or plan — terms vary between AT&T's Protect Advantage, Verizon's Total Mobile Protection, T-Mobile's Protection 360, and other plans Asurion administers.
- Device availability — for very new or discontinued models, Asurion sometimes ships new devices simply because refurbished stock doesn't exist yet.
If you want a device that's specifically new rather than refurbished, check your plan's terms and conditions or ask a representative directly when filing a claim, since policies and inventory practices can change. Some premium plans or add-ons may guarantee new replacements for an additional cost.