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John Lewis Insurance Reviews

1.7 Rating 417 Reviews
16 %
of reviewers recommend John Lewis Insurance
1.7
Based on 417 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 31st October 2024
Greyson
John Lewis Insurance 1 star review on 10th June 2021
Stefan Phillips
Anonymous
Anonymous  // 01/01/2019
John Lewis Home Insurance, an absolute dishonest establishment. They have a clear mind set and intent not to repay or avoid claims at any cost. That is their set motive as I have experienced in making my first claim. Their policy wordings are deceptive and tricky. In one section it would state that you are covered and yet, you are not. Simply dodgy. They, as stated are "prepared* NOT to accept your claim. I would never stay with JL after this. Their premiums are high and one would expect quality service from them, but unfortunately its the worst I've ever seen. I regret being with them.
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Posted 4 years ago
I could rate as zero stars I would. Took the policy with extra cover, was £100 more than my old policy, but had £50 voucher offer. No voucher sent. So will cancel, and take it up with the Ombudsman. Joke, will never shop in JL again, or Waitrose.
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Posted 4 years ago
ABYSMAL. It's a shame that 1 star is the lowest rating offered as they don't deserve 1 star, a -10 star rating is closee to the mark. I agree with other reviewers here about JOHN LEWIS' EXTREMELY POOR SERVICE. JL's policy states "they aim to resolve complaints within 1 business day". A week on and we are still no further forward. They also say they will call back within 24 hrs, I'm still waiting for a call and only a couple of hours to go, what are they waiting for, 23 hrs and 59 mins to elapse before they can manage to pick up the phone to an existing customer with a complaint about a declined claim? We've also engaged (at our own expense) a chartered structural engineer to support our appeal against the declination of the claim and the John Lewis's assessor didn't bother to read it properly and wouldn't have a proper discussion with our structural engineer and left the claim as declined. Apparently the assessor had worked on a building site and "been working on the tools" and that gives him sufficient knowledge to completely ignore the report of a chartered structural engineer with a 1st class degree and over 30 years of experience. We are very distressed by the RUDE AND DISMISSIVE treatment of us and our claim BY JOHN LEWIS INSURANCE.
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Posted 4 years ago
Appalling custometr service, rude defensive argumemntative lack knowledge or any sort of empathy all in all useless. Fail to call back or provide updates, visits are from a bolton based company who cant even get providers correct and had me as being with RAC insurance. Could only come out during the day when most people are at work. Policy is worthless when it comes to making a claim and actually needing it. Emails ignored. Cancelled with imediate effect and gone elsewhere.
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Posted 4 years ago
Had a fall at home whilst carrying my laptop, resulting in irreparable damage. After the laptop was sent off to be examined, I then got passed to the Cotswold Group for claim fraud for several weeks. After again submitting evidence, the claim was processed In my favour, but I was then offered less than half the amount of the laptop, despite paying for a premium service, and noting a like for like replacement/new for old. Total rip off, expensive, made me feel like a criminal throughout, and then tried to fob me off with hardly any money. DO NOT PURCHASE JOHN LEWIS INSURANCE.
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Posted 4 years ago
Good policy, but totally cynical approach to pricing. Despite no claims and no changes to terms, premium increases in last 4 years are 10%, 19%, 15%,10%. A 64% increase over the period. Enough is enough -- I'm moving my home insurance & contents to a company that treats loyal customers fairly.
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Posted 4 years ago
Please do not use John Lewis contents insurance. They are terrible - repeatedly increasing the costs year on year by a considerable amount and with no increased services. The call centre are totally unhelpful and rude.
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Posted 4 years ago
John Lewis insurance is hiding clause in their policy. Max claim equal to actual claim. Another words: if you have to claim 2K but legal fee is not none this means you get only 2K cover and doesn't matter if you covered for 100K. That is fraught. We payed for 100K insurance cover. I want people be aware of this secret clause. Very upset. The time you think you protect yourself you actually ended up in problems.
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Posted 4 years ago
Absolutely great at taking your money but not at paying out for bone fide claims - a bush root smashed our sewer which was covered but not paid out. They use CET, look up their reviews. Very good at keeping you on hold and eternally ping ponging you between departments. I am not one to claim on insurance so have paid for several years insurance before finding out their true colours. Looks like it is ombudsman time. This is no way to run honest insurance.
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Posted 4 years ago
Incompetent, useless advisors , website and log in never works .. Mid sold me an expensive add-on and found out I wasn't even covered properly for the basics ! Look elsewhere if you want to feel protected.
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Posted 4 years ago
AVOID AT ALL COSTS. In the middle of a claim for a domestic oil leak which had been seeping from a pipe under the property. Grateful that the insurance covers it. I , female pensioner, have had to be re-homed whilst extensive work (e.g. digging out floors down to 1.5 m to remove contamination) is being carried out at the house which has been very stressful coming on top of a family death. However, the main issue is lack of communication from RSA. At every turn they (loss adjuster) will not respond regarding basic information ongoing information about the claim such as when interim payments will be made, whether my temporary lease needs to be extended and by how much at the time when I absolutely need the info to hold on to the rental etc. etc. Whilst I appreciate they may be very busy people, writing emails & phoning has no effect. Having seen other reviews, I believe this approach is deliberate and is certainly not ethical. It is making an already serious situation much, much worse and is impacting both my mental and physical health. Please avoid JL home insurance at all costs. Shame on both JL and RSA for their approach to customers who they presumably hope will become very ill or die so that they don't have to pay up. There are high quality surveys highlighting just how bad RSA are for home insurance and they have apparently said that they will improve. Sadly from my experience this is untrue. I have shopped at JL for many years, but, if I survive, I will now look to alternatives for anything I want to buy.
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Posted 4 years ago
I have a very simple, straightforward claim which has been dreadfully handled by John Lewis - I made my first complaint to them nearly 2 months ago now, and umpteen e mails from me and half a dozen phone calls I am jo further forwards. John Lewis. RSA and Be Valued you should all be ashamed of your collective and wilfull incompetence. Thankfully my claim ( my first in 6 years) is only for a replacement computer ( accidentally damaged) It has made me realize that I am paying premium prices for an abject service, and certainly wouldn’t rely on any of these companies for a more serious claim.
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Posted 4 years ago
Three years ago I was burgled, fortunately for me at the time I had John Lewis home insurance. They were excellent in handling the claim, I renewed the year after, a slight increase in the premium. Then last year a huge increase in the premium. I would have given them a very high 4-star rating, no real complaints other than they were a little slow in progressIng the claim, they appointed a specialist loss adjusters, who were awful to deal with, but my persistence won the day eventually! It will be 3 years since the claim, by the time I renew my insurance this year. I rang for a quote yesterday, they have refused to insure me, citing the reason being the burglary 3 years ago. Since the burglary I have invested in CCTV and a much higher Levels of home security, spending over £5K to secure the home. Most insurance companies hold a claim against you for 3 years. Yet, John Lewis seem to think that they special? That they are above other insurance companies; that they can write their own rules & insist on a 5 years after a claim. I have been offered very competitive rates for insurance this year, by other companies owing to the increased levels of security. So avoid this company for home or car insurance. My home is a John Lewis showroom; every major household item purchased there. I have been a very loyal customer for over 30 years. I am very disappointed by this decision, I will not be returnIng & they have probably lost me as a customer too. I encouraged other people to switch to John Lewis home insurance owing to the service I received. They were excellent in handling the claim at the time, I renewed the year after, slight increase in the premium. Then last year a huge increase in the premium. I would have given a very high 4 star rating, no real complaints other than they were a little slow in progressing the claim. It will be 3 years since the claim, by the time I renew my insurance. I rang for a quote today, they have refused to insure me! I have invested in CCTV & a much higher level of security since the burglary, spending over £5K to secure the house. Most insurance companies hold a claim against you for 3 years. Yet, John Lewis seem to think that they are above other companies, that they can write their own rules & insist on a 5 years after a claim. They have refused to insure me due to the one claim. Other companies have offered me very competitive rates for insurance this year! So avoid this company for home or car insurance. My house is a John Lewis showroom; every major household item purchased there. I am very disappointed by this decision, I will not return again!!!
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Posted 4 years ago
Once upon a time a company name you could trust. Not anymore. 0ver 75% increase in 4 years without any claims.
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Posted 5 years ago
I rang today 10th Oct o m g she was so stuck up I asked her for home insurance she just couldn’t b arsed don’t bother with this company she was nasty to me
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Posted 5 years ago
Shocking customer experience. Made a claim for storm damage and because they take the weather from 25 miles away they have no record of our storm! Called to complain and cancel the policy. Complaints procedure explained and passed to cancellation who cannot give an end date to let me know when to buy new insurance!!! Worst company ever do not buy their rip off insurance and have to deal with their awful staff. The biggest joke ...when I called to make the claim the advisor said I can hardly hear you for the wind
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Posted 5 years ago
I applied for John Lewis Home insurance but was rejected because, according to them, I live in a high risk flood area. I actually live in a low risk flood area, and they could easily see this for themselves if they were to bother looking at the Government's flood information website. So they lost a customer owing to their incompetence. Looking at their poor reviews here I'm not sorry I am now with another provider.
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Posted 5 years ago
Pet insurance - first renewal increase of over 30% to £390pa. After informing dog had been spayed the policy goes up again, and because dog is now 2.25kg heavier (not fat just grown up), the premium is now just over £600. There were no claims, dog is not a pedigree or a posh cross, she is fit and well. Call handler was sympathetic and sounded embarrassed. John Lewis’s good name is going to suffer if price hikes like this are typical. I wish I could give no stars.
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Posted 5 years ago
I initially went to John Lewis for a quality insurance which I believed I was getting. It is actually a Royal & Sun Alliance Insurance policy you are purchasing. The premium I was expecting to be a little higher due to the expectation of better quality of insurance. This year after another increase hike to £300 just for contents with +5yrs no claims, I decided to shop around and low and behold, found a better quote giving greater cover for under £100. Thanks JL for rewarding loyalty... Recommend you shop around online, takes half hour to save a couple of hundred quid and switch, there's nothing premium about your policy apart from the John Lewis logo on the letters...
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Posted 5 years ago
As John Lewis customers in store and online for may years I decided a few years ago to take the pet insurance option. While at first it was all very good over the past couple of years premiums have rose by 150%. While of course you expect them to go up it would not be by that amount. I did make a small claim about 18 months ago for something that took a few lots of antibiotic to clear and was never proved what it was not come back. Renewal premium went up to £50 per month, while I understand RSA who underwrite the policy have ways to work premiums out is hard to believe it would be 150% in last two years. Treating existing customers fairly is not evident here, I could get a new policy with them for £28 per month a £22 saving a month! Though it would not cover any previous conditions including anything previously claimed for. Though never proved what it was anything similar would not be covered. As they took so long to provide the information I was left in a dilema as if I took new policy out with John Lewis or any one else with new insurance would not be covered for 14 days. While I was not expecting anything to happen (and nor did it) I did not want to take the risk. This left me little option but to renew and reduce cover (Another blow could not increase cover at any later point). Complaint raised with RSA who stick by their premuim, though agree there service was slow. A small good will gesture though again will be paid by cheque. I asked for a BACs payment but they can not do this. Now in this day and age do they want to inconvience people more??? Where I live I will have to take it to the post office as no other banks - that will rely on me not being at work and able to go when said post office is open! It is 2019 I pay my premuims by direct debit and they have all my details? I contacted John Lewis to complain - after all it is their brand name that that is used. John Lewis has a great reputation fro Customer Service, loyalty and price. While yes sometimes it can be more expensive than others the quality is good and the service second to none. John Lewis however are not concerned about this and replies have been I will need to take this up with RSA. The fact that I have and shocked to see that John Lewis do not actually care about customers and the service provided by their associates I find very disappointing
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Posted 5 years ago
John Lewis Insurance is rated 1.7 based on 417 reviews