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John Lewis Insurance Reviews

1.7 Rating 404 Reviews

16 %

of reviewers recommend John Lewis Insurance

Company Reviews

1.7

Based on 404 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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John Lewis Insurance 1 star review on 10th June 2021

Stefan Phillips

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”

Posted 1 year ago

“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.”

Posted 1 year ago

“I set up H&C insurance with JLP - at the time they wouldn't let me set up a Direct Debit and insisted on a debit card. My debit card expired and I was sent a new one. Because it's the only bill I had to pay this way - I didn't think to to inform them I had a new card. I received one text from them - that looked like a scam. When I contacted them to ask why payments hadn't been taken - they told me my policy had been cancelled. I had no correspondence to tell me this - so I was unknowingly not insured. What a ridiculous and un-customer-friendly method to do business. Debit cards are easily lost and replaced, they expire periodically and customers are expected to contact JLP to let them know every time. I have since taken out new insurance, payable by Direct Debit and considerably cheaper that my JLP insurance. Very disappointing.”

Posted 1 year ago

“Had car insurance with JL for a few years now, fortunately never had to claim, annual renewal just come up and, as per the instructions in the renewal letter, I have called to renew. No one answers the phone, have called 4 separate times on different days and times and held on for 15mins each time, nothing but recorded messages and music. I'm trying to give them hundreds of pounds and they don't answer the phone. If this is the service on renewal then I'd hate to go through a claim. Truly dreadful. Have now given up and looking at alternatives insurers. JL are not what they used to be, reputation shot.”

Posted 1 year ago

“Everything about John Lewis Insurance is absolutely appalling. They are trading on the JLP reputation under false pretences as they now operate with different underwriters and are, effectively, money-grabbing sharks. I have had to spend two hours on the phone trying to sort out a relatively simple matter, only to be told (with deep irony) that they are 'market leaders'. They are not - they are charlatans. If you do nothing else today, make sure that you avoid John Lewis Insurance like the plague, and tell all your friends and relatives to pass the word on.”

Posted 1 year ago

“Waste of money, John Lewis works now with a Sedgwick and they will now suffer from loss of reputation as that company is not helpful at all. I have made a claim, which they declined, I have made a complain which they didn't even bothered to deal with.”

Posted 1 year ago

“Appalling customer service and very poor communication. No response to emails, unable to help when I did speak to someone and was promised someone would ring me back to sort out the problem but nobody ever got back to me. When I spoke to somebody again they would follow the call up with a letter completely disregarding agreements made on the phone. Very frustrating. I would never use them again.”

Posted 1 year ago

“I can't believe how slow they are at settling claims - our claim has been approved but they still haven't paid out after 4 years! Crawfords, the assessors for RSA, the insurance company that underpins the John Lewis Home Insurance policies are totally inept. Whenever you question anything, it will delay matters months. Our scope of works keeps having omissions. As soon as we point them out, they go quiet for weeks on end. I try to phone, but it's worse than getting through for a GP appointment - i am left in a queue. If i take advantage of their offer to protect my place in the queue and call me back as soon as someone is free, i am left waiting, hmmm, months... Emails all go unanswered. How on earth can a company survive with such appalling service standards. I appreciate that this is not John Lewis but they have partnered with people that are atrocious and that is on you John Lewis. We always went to you because you could be trusted. Sadly that is no longer the case.”

Posted 1 year ago

“Dreadful customer service. Staff give different advice, not helpful, very frustrating. Having suffered a water leak, I immediately turned off the water and called an emergency plumber. When I spoke to John Lewis they told me to cancel the plumber or they wouldn’t pay his bill. I did this and was then put through to another JL advisor who told me to call a plumber immediately . I told her that I’d already done that. She said the advice I was given was wrong. They sent a representative from Garrards to assess damage - Sam came out the next day, very efficient and helpful. and out in a He put in a dehumidifier for a week. When he returned today he noted that the carpet was still wet and was now affecting the furniture, I called JL for permission to cut the carpet. She was very terse and unhelpful and told me we were not allowed to do this and nothing could be done until they received the plumbers report - I’d been told last week not to worry, JL would deal with everything. Not the case. We are now in limbo. Garrards we’re fantastic, efficient and helpful. John Lewis is no longer a name to trust.”

Posted 1 year ago

“i had a none fault crash which wrote off my car injured me and my son .the first offer they gave me would of got me half a car the second offer £1000 to £1500 to short to get a similar car then gave me 5 hours to hand my courtesy car back 1 month on not even near giving me a payment and no courtesy car avoid”

Posted 1 year ago

“Customer service terrible - don't answer phone calls”

Posted 1 year ago

“Increase car insurance premium from 240 pounds to 345 pounds. No change in circumstances.”

Posted 1 year ago

“My mother is 85 yrs old. She does not own a computer. She has spent total of an hr (so far) over 3 phone calls trying to renew her policy. Constant repetition of message to go online. Do they want her business or not? Now researching alternative providers. Will certainly not allow them to auto renew - how awful will it be if she wants to cancel? And what if she needs to claim? Whatever happened to Customer Service at John Lews?”

Posted 1 year ago

“THEY WILL MAKE A DRAMA OUT OF A CRISIS It was snowdrop time in the Test Valley. Water was seeping up through the carpet and whooshing up through the kitchen floor. The mains water inlet had burst but -thank heavens for John Lewis insurance. However It was impossible to get through to them for several days. A surveyor arrived a couple of weeks later followed by several other inspectors. We were told to sit down. He pronounced all the floors had to be dug up prior to drying commencing. February turned into April and the daffodils were fading. A much needed holiday had had to be postponed till I have no idea when. By then I realised we have no control over our property or our lives. Still no sign of when work might start or how long it would take. The visiting inspectors all seem nice and sympathetic, but none of them could predict when work might start. Anxiety set in and led to physical symptoms.The house had been declared damp. The stress of being out of control is really getting to me.This has led to two months of illness. However we are with John Lewis insurance and they are efficient, aren’t they? Midsummer day came and went and the roses are losing their petals. Apparently the delay is because John Lewis will not accept the repair costings,the costings which were worked out by their representatives! We must be patient with delays due to Covid etc ,etc … The hole in the kitchen floor is a daily reminder of our situation which may last for many months more ,who knows. If you have a problem and a legitimate insurance claim don’t worry -at least not if you are with John Lewis Insurance. Sent from my iPad”

Posted 1 year ago

“My buildings and contents insurance wasn't renewed after John Lewis Insurance moved to the Hood Group. No-one contacted me to let me know and the first I realised was when checking my bank account to find that the direct debit had been cancelled. Appalling behaviour which has now cost me more money to find insurance due to the gap.”

Posted 1 year ago

“Not value for money the BRAND IS LET DOWN So go direct to INSURANCE COMPANY.”

Posted 1 year ago

“Agree with all these negative reviews. Since JLP joined forces with Hood Group, the customer service is absolutely terrible! I renewed my Premier policy in March 2022. A week after renewal I phoned them to inform them that I’d had my burglar alarm upgraded and that it was serviced annually. They amended my policy to show I had a burglar alarm but NOT that it was serviced annually. I also informed them that I would be having smoke alarms fitted and was waiting for London Fire Service to do a fire safety check before they install them and I’d phone again to let them know when they’d been fitted. Only a week after I’d informed them about the burglar alarm I phoned again to tell them that the smoke alarms had now been fitted. To my astonishment they informed me that there would be a mid-term adjustment charge of £96! This was two weeks into renewing my policy. After many phone calls and elevating it to a complaint, I had to pay the £96 because they told me if I didn’t pay and in the event I need to make a claim, then I would NOT be covered. This is total blackmail. I’ve started proceedings with the insurance ombudsman who have agreed with me that this charge is totally excessive and unnecessary. BEWARE if you need to amend your policy. JLP please dump Hood Group!!! The most terrible organisation!!! I will NOT be renewing my policy unless JLP change from this terrible, inefficient company!!!”

Posted 1 year ago

“Home and contents top package. Terrible. Underwritten by Royal Sun Alliance (also awful) and loss adjusters Sedgwicks (abysmal). As soon as the claim was made we were passed on to Royal Sun Alliance and John Lewis refused to take any part in proceedings afterwards and did not care how long our claim took nor how badly we’d been treated nor whether or not we received the treatment set out in our agreement with them!! Still took the money each month though. Only insure with ACTUAL insurance company - using a broker such as John Lewis makes your chain of command and responsibility increasingly complex.”

Posted 1 year ago

“Used to be fantastic from the actual policy to the customer service - now an absolute pile of low quality rubbish, not what I associated John Lewish with and that includs the patronising "customer service agents" at the end of the phone.”

Posted 2 years ago

“I have been a loyal customer of John Lewis Home Insurance for many years using their premier level of insurance for buildings and contents. They were underwritten by RSA. Now they are part of the Hood group.. what a difference and not for the better! I have moved recently to a newly built house, less than 2 miles from my old address and have been forced to find new providers for both buildings and contents. The new quotes were ridiculously high.. £3277 for buildings cover alone for a 3 bed house!! Some of their call handlers are ignorant and others arrogant.. and some are both .. no calls were returned as promised. I don’t normally write reviews but I’m so annoyed this time I’ve decided to share my experience. I’m owed a small refund.. I’ve been told I’m not going to receive it. Do NOT even think about using John Lewis home insurance while they are using the Hood group .”

Posted 2 years ago

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John Lewis Insurance is rated 1.7 based on 404 reviews