iPhone Replacement Sent to the Wrong Address – Feeling Helpless and Ignored

Hi Apple Community,

I’m writing here hoping to get some support or advice because I’m feeling incredibly frustrated and disappointed with the experience I’ve had over the past few days.

1. Saturday, April 5th – My iPhone was stolen from my purse. I immediately opened a police report.  

2. Sunday, April 6th – I followed the instructions on Apple’s website and filed an insurance claim through AIG because I have AppleCare+ with theft and loss coverage.

3. Monday, April 7th – My claim was approved, and I received a FedEx tracking number. However, when I checked the FedEx site, I saw that the iPhone was being delivered to Jeffersonville, US, which is not my address. I called AIG, and they told me to call FedEx. FedEx then told me that they don’t handle address information and that AIG does. When I called AIG again, they redirected me to Apple, saying they only handle claims, not shipping. Apple then said the shipping is AIG’s responsibility. At that point, I decided to wait until the scheduled delivery the next day.  

4. Tuesday, April 8th – The iPhone was delivered to the wrong address, to someone I don’t know. I called AIG again. Initially, they again told me to contact Apple. After insisting that Apple told me AIG is responsible, they finally agreed to investigate the case. However, I was told it could take 7–14 business days.

I asked to speak to a supervisor. I just don’t think it’s fair that I’m being penalized and made to wait so long when I followed every step correctly. My phone was stolen – and now even the replacement is lost due to a mistake I didn’t make.

I’ve been paying for AppleCare+ with theft and loss coverage since the iPhone 13, precisely so I could feel secure in situations like this. After going through the emotional stress of the theft, I expected at least some peace of mind knowing I had insurance. Instead, I’ve felt helpless, ignored, and deeply disappointed with the lack of accountability.

Has anyone else experienced something similar? What can I do to escalate this? I would really appreciate any guidance.

Thank you for reading.