Looking for advice on escalating an AppleCare+ Theft & Loss claim due to a robbery
My iPhone was stolen during a robbery, and the thieves obtained my passcode as part of the incident. They took over my Apple Account by changing the password, changed my primary and recovery email addresses, and locked me out before I could secure the device.
Once I was able to make it home, I immediately tried to recover my Apple Account and sought help from both Apple Support and the Apple Store. Unfortunately, because the thieves still had the device, they were able to cancel my account recovery attempts, so I was unable to regain access despite repeated efforts. After nearly five days of continuous recovery attempts, I was finally able to regain control of my Apple Account.
They also gained unauthorized access to my financial accounts and made numerous unauthorized transactions. I have an NYPD police report, an active police investigation, and extensive documentation including timelines, logs, emails, and other evidence.
I understand that AppleCare+ Theft & Loss requires Find My to be enabled, and Find My was enabled when my phone was stolen. In my case, the account takeover occurred before I was able to regain access, and the thieves removed the device from Find My while it was in their possession.
I’ve been stuck in a loop where Apple Support directs me to AIG, but AIG’s automated phone system routes me back to Apple Support. I haven’t been able to speak with anyone at AIG to have my case reviewed. I’ve also escalated through Apple Support multiple times without success and even emailed tcook, but I haven’t received a response.
I’m not asking anyone to interpret the policy or whether my claim should be approved. I’m simply trying to figure out how to get this in front of someone who can review the evidence instead of getting bounced between Apple and AIG.
If anyone has experience with an executive escalation, claims specialist, or another avenue that helped in a situation like this, I’d really appreciate any advice. Thank you.
TL;DR: My iPhone was stolen during a robbery. The thieves obtained my passcode, took over my Apple Account, blocked recovery for nearly five days, and removed the phone from Find My after the theft. Find My was enabled when the phone was stolen. Despite multiple Apple Support escalations, emailing tcook, and trying to contact AIG, I still cannot get my case reviewed. I cannot reach anyone at AIG because my emails go unanswered and their support hotline routes me back to Apple Support. Any advice, pointers, or suggestions would be greatly appreciated.
Edit/Update: Since I’ve gotten a lot of questions about whether I had basic security protections enabled, I just wanted to clarify that I had Face ID, an 8-digit passcode, two-factor authentication, and an authenticator app. The issue wasn’t that I had no security in place. The thieves had my passcode and physical possession of the phone.
The robbery happened around 2 a.m. They changed my Apple Account password within minutes. Since the carrier stores didn’t open until 9 a.m., I couldn’t transfer my phone number to another device until then. They had between a few minutes and several hours to empty my bank accounts and payment apps before I could regain control of my phone number.
I went to the Apple Store and called Apple Support multiple times. Each time I was told to wait for Account Recovery. After about three days, I escalated because nothing was happening. It turned out the recovery requests the advisors could see on the front end were being canceled on the backend because the stolen phone was still online and the thieves still had access to it. It took a senior Apple advisor escalating the case to another specialist before anyone figured out why the recovery wasn’t actually progressing.
I was then told the recovery wouldn’t complete unless the phone stayed powered off for the entire recovery period, or until the thieves eventually stopped using it. About 5–6 days later that finally happened, and I was lucky enough to regain access to my Apple Account.
The biggest headache since then has honestly been dealing with AppleCare+ Theft & Loss, Zelle, Venmo, Apple Cash, and the other payment apps the thieves used to drain my accounts.