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John Lewis Insurance Reviews

1.7 Rating 402 Reviews
16 %
of reviewers recommend John Lewis Insurance
Company Reviews Questions Metrics
1.7
Based on 402 reviews
Shipping & Delivery
Delivery Methods
Postal Service
Customer Service
Communication Channels
Telephone, Email, Live Chat
Queries Resolved In
Over A Week
Customer Service
1.2 out of 5
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Anonymous
Verified Reviewer
“I have insurance with John Lewis since last nearly 20 yrs.Was very happy.Last year John Lewis changed their insurer from RSA to Sedgwick. I am sorry to say that Sedgwick are most difficult company to put in claims.I reported a leak from roof into my bathroom, sent the pictures in Dec.22 and asked for temporary repair under emergency cover. The roofer came and informed that no emergency it is wear and tear.Emergency cover is emergency-wear and tear does not matter-however their surveyor came after 4 months to see the leak.Looked at the bathroom celling went back and confirmed it is wear and tear.All these time water continued to damage the celling and may be joist. I had roof put in new cost me £4000.00 and roofer informed me that the leak was due to vent pipe that had possibly loose felt.I informed the Sedgwick about it and asked them to reconsider the claim. SO new roof advised by Sedgwick,misdiagnosed ,that cost me £4000.00. I informed Sedgwick .They want to know now where was the leak how did it happened and what leaked.It is 8 months still they want to know about the leak. I am very sorry for John Lewis. I like the firm and feel sorry that people will be leaving the John Lewis insurance. I had another claim due to my door not closing ,and locking. It happened at 11PM. I slept downstair on sofa as the door/house was not secured. Next day I called the John Lewis claims for emergency -I had not a single claim since 2011- Mr.Rayan argued that it is not emergency and he will send some one to help under home ins.policy and not emergency. I disagreed.However a locksmith came -very kind of you Mr.Ryan- and realigned the door. Mr.Ryan asked the locksmith to send me invoice as he said to the locksmith I have £500.00 to pay so £270 odd I should pay. I have had no access under emergency cover. Poor locksmith will not get paid and Mr.Ryan did not contact me just informed the locksmith to claim from me. Locksmith kept on ringing and sending E-mails . I feel this was wrong as Locksmith was sent by Sedgwick/John Lewis and they should sort the matter out.This was difficult time for me. I am 83 yrs old disable. Another example of insurance companies treatment of seniors. John Lewis CEO has to look into this insurance company for their choice, before they loose more customers.”
Helpful Report
Posted 8 months ago
Chris Sherlock
Verified Reviewer
“BE WARNED: JL HOME INSURANCE CLAIMS PROCESS IS NOT CUSTOMER FRIENDLY AND DOES NOT LIVE UP TO THE PERCEPTION OF THE JOHN LEWIS BRAND! I purchased Home Insurance from John Lewis in 2022, which was recently renewed. I took the "Add-Ons" of Premium Contents cover and Building cover, believing the online marketing which stated this would provide maximum cover for our belongings in the event of accidental damage. Last week my wife accidentally dropped her mobile phone when trying to open our front door. She took her phone to Apple, who inspected it and gave her a quote for repairs. All under £500. I knew our policy had a £250 excess so any claim would, in effect, be reduced by this amount. So, with this in mind, I went online to make a claim for accidental damage with John Lewis, and that is where the issues began. If you are expecting the traditional "no quibbles, customer-centric approach" from John Lewis, then you are in for disappointment. The online claims portal doesn't work. I tried many times to raise a claim online, and the portal (provided by a third party) just did not pick up my policy details and failed. So I picked up the phone and waited 30mins before speaking to someone. They explained a very straightforward process: 1) Send photos of the damaged phone, 2) Send details of the repaid quote from Apple, and 3) Send the original purchase receipt. I duly sent all these documents and photos in as instructed. The damage is very clear for anyone to see - it was not minor scratches, but a clearly broken glass back on the phone and one of the camera lenses smashed. The next day, as advised by JL, I called back to check on the status of my claim. I was then told there was a completely different process and that, actually, JL require inspection of all gadgets by their own third-party repair and replacement service provider - who they assured me over the phone was "fully authorised by Apple" and therefore, any repairs would not invalidate the warranty or reduce the value of the phone with Apple. However, I was now told this third party would have to arrange for the collection of my phone, send it to their centre for inspection, and then would make a decision on whether the phone could be repaired or whether that was not "economically viable". This is despite Apple already providing a written assessment that the phone could be repaired for a reasonable fee. Apparently, the JL third party is more adept than Apple at assessing repairs to their own products..... "How long will this take?" I ask - it could be up to a week before I hear whether the phone can be repaired. "What if they say it cannot be repaired?" - well they will recommend a "reasonable" replacement. "What is a reasonable replacement?" - a phone of equal value to the value the third party determines your phone is now worth. So, basically, the JL Home Insurance policy with Premium Contents Covers is no such thing when it comes to accidental damage. It is actually a repair and replacement service disguised as Insurance. It is a clever way of minimising the financial payout to you as a customer by getting a third party to undervalue your items, tell you repairs are not economically viable, and then offer you a cheap replacement which will cost them less than just paying out on the policy. As I say, be warned, taking out the policy is very simple - but when you come to claim, be under no illusion, the JL Home Insurance policy is just as awful in terms of customer service as many other policies that don't live up to the marketing hype or brand promise.”
Helpful Report
Posted 8 months ago
Margo McPherson May 19th
Unverified Reviewer
“My car was hit by a driver who crossed a double white line as we were passing and hit us on the driver's door. The driver said she had arthritis in her neck and could not turn her head to look. She said her car was OK [ my husband had to point out that her offside headlamp was hanging out and a wing was badly damaged]. I have contacted John Lewis Ins. repeatedly relaying to this to them but 5 months later they still have not actioned a claim against this woman but they did not hesitate to hike our insurance up drastically. Don't touch this company with a bargepole.”
Helpful Report
Posted 10 months ago
Anonymous
Verified Reviewer
“They have changed underwriter to Great Lakes Insurance SE from Royal and Sun Alliance and we are very disappointed with their service after insuring our house them for years and years. Instead of posting a renewal reminder, they chose to use a defunct e mail address which I have not used in 6 years . I found this only by chance when I opened an old computer ( again not used for 6 months ) and was deleting the trash on it when I came on a reminder to renew by 1 February . Too late !! And when I phoned and asked to renew ,was told policy has expired and got a quote of £200 more then the renewal quote . Advise anyone to look elsewhere !”
Helpful Report
Posted 10 months ago
Anonymous
Unverified Reviewer
“If you need to phone them make sure your phone is fully charged as you will be waiting a long time. Customer service and communication is very poor”
Helpful Report
Posted 10 months ago
Anonymous
Unverified Reviewer
“I’ve had a water leak since January still waiting for John Lewis insurance The claim handler never call you back they get some idiot call Marcus who has no idea what he is talking about I called again today spoke to Tom I said can you please send me a email confirming that he had logged a complaint never received it they just lie . I’m really shocked at John Lewis , Sedgwick are terrible to deal with Will never use John Lewis again”
Helpful Report
Posted 11 months ago
John
Verified Reviewer
“This company will harass and bully you once you are a customer, I did buy my car insurance policy based on the name John Lewis but I am so disappointed with their shocking behaviour, I most certainly will not be renewing with them”
Helpful Report
Posted 11 months ago
Helen
Verified Reviewer
“Have been with them over 12 years but since their change of team from RSA to Great Lakes (underwriters) they have been outrageously incompetent. My 90 year mum has a leak through her ceiling. Plumber said we need to invoke trace and access on policy to locate leak as seems pipe under floorboards. Phoned JL told by Alex who said she was a senior claims handler that tracing leak is not covered. I had policy in front of me which said trace and access is covered. But she was Adamant it is not covered. She was rude, unhelpful, very unprofessional as she was eating all the way through call. Then I phoned the no. In policy booklet to make a complaint. I was put through to Karen. She Told me they have no complaints department. She said she could not confirm cover but could only read what the policy book said! Put through to various people., over 3 hours. Eventually to Kieran Reilly who said he can deal with complaints. He Confirmed the policy was covered, but not an emergency and “will give Alex feedback” (so a senior advisor turning down a valid claim gets “feedback” rather than an investigation or disciplinary). He was very adamant that complaint should be closed. Meanwhile every time mum who needs water for her ventilator as she is in poor health, turn on sink or tub tap, water comes tho’ ceiling below. But JL don’t view this as an emergency. Absolutely appalling way to treat esp. the vulnerable.”
Helpful Report
Posted 11 months ago
June E Yussuf
Unverified Reviewer
“I am trying to make a claim. Have got through to the phone line, only to be told that as it is out if hours I should claim online. I asked that as he is the out of hours claims handler, why could he not take my claim details and someone get back to me the next day? He was so very persistent in advising me to claim online. Telling me it was simple! I have since then tried to claim online without success. There does not seem to be an online claim form available. This is frankly unacceptable. I expect better from John Lewis. I will not renew when this policy and my building policy lapses”
Helpful Report
Posted 1 year ago
Karen Bonnamy
Unverified Reviewer
“If there were no stars they would get it, we have had a ceiling collapse damaging floors and furniture. They have been terrible at responding to any of my emails and now we have discovered that our policy does not cover any damage at all as the ceiling came down and damaged the floor. Apparently they dont cover old houses or houses that have had any sort of renovations as it causes wear and tear and not accidental damage . Dont use this company to insure your home.”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“I am a frail elderly isolated woman. This week my boiler broke and I had no hot water or heating. Talking to customer service was disgusting. I was told that it would take two (2) days to send some one out .Although he had my policy number he said it would take 20 minutes to go through every item listed. So upset I rang off half way through the interrogation! I eventually found a plumber who fixed the problem. Why should I pay When I have Insurance. I shall be taking this complaint further!”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Never able to get hold of anyone on the phone, takes ages so stressful, and eventually we find out building insurance isn't covered in our building insurance policy???”
Helpful Report
Posted 1 year ago
Dr Peter J Warne
Verified Reviewer
“Having read the comments below my experience is exactly as theirs. No quote because I refused marketing information - is a renewal quote marketing? Tried to ring through on the number given - fat chance of any contact. Tried on line but told I couldn't be processed on line this year and need to talk to an agent - guess what? Chat line unable to answer my query although I had been referred to them because I had made a claim in 2018 - think it was for £130 - isn't this what home insurance is for? Used to be a really good company and policy - pity...”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“I received my renewal document but with no premium quoted as I had declined direct marketing (? I didn't think this was marketing). I was directed to look at the quote online, which I tried to do but it "could not be dealt with online". I then spent 30 mins on hold to the call centre, gave up, did the same again later in the day , again with no joy, then read these reviews. This used to be a very customer focused service, which I was happy to pay a premium for, but without the service...I have just renewed elsewhere”
Helpful Report
Posted 1 year ago
Tammy Adams
Unverified Reviewer
“Initially called to lapse my policy, spoke to a fabulous agent who tended to all my needs.. all renewed even though more than £100 dearer. Meg is an absolute asset to your company .”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“John Lewis home insurance is now so very bad I called to claim for my front door lock to be fixed. Something that is covered by my insurance in the past and have used Only to be told by a rude person “we don’t cover locks” since when Horrible service Just horrible”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Elderly widow, living alone. Moved house in summer, took out insurance on new property with JL. Fine but I hadn't a reminder to cancel old policy. Realised four months later it was still being paid. Long complicated process and calls but cancelled and this was confirmed, a month later saw money still leaving account, another difficult phone call. Now cancelled and last payment restored to my account but their lack of communication has cost me over £159. No customer care. When renewal date for policy on new / present home comes round I will cease policy , Customer care awful / used to be great, new Insurance group partner not helpful to JL reputation . Will be looking elsewhere .”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“We have had John Lewis premium cover for years thinking that being a household name they would have good customer service. I tried to phone the claims department, pressed all the relevant buttons, listened to music for 10 minutes and was then cut off. I tried again and was connected to someone after 30 minutes to be told that the leak from from the roof which had damaged a wall couldn’t be claimed for because the wind in my area wasn’t strong enough on that date. I am beyond disappointed, we have paid John Lewis Insurance thousands of pounds over the years and my claim of a few hundred pounds has been rejected as they claim it was wear and tear that is the cause and not the subsequent rain. I only give one star because giving none isn’t an option.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“We received our automatic annual renewal offer and were happy with it, so we decided to let the renewal go ahead. Then on the morning of the renewal day, we received an email saying that our policy was cancelled.! We got on the phone we them only to find out the reps were clueless, and no one was able to give us an explanation, but we lost our quote and the policy altogether. Then they said that we would need to apply again, for which we were happy to do so, but they blamed "system problems" and asked us to call the following day again. So the next day, we called them only to find ourselves in a similar situation, clueless reps, and this time they just told us that they cannot offer insurance to us anymore. ???? Never Again.”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“Have now telephoned JL Insurance 11 times over the last few weeks and yet to actually speak to anyone. Been held in a queue for varying times between 15 and 48 minutes without success. Always get the recorded voice saying all agents are busy and my call will be answered shortly - but it never is. Have emailed and just told to keep trying as they are “too busy to call back”. Dreadful customer service.”
Helpful Report
Posted 1 year ago
John Lewis Insurance is rated 1.7 based on 402 reviews
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