“Terrible service from John Lewis specialist home emergency cover. Left without heating and hot water for 5+ days
John Lewis Engineer who visited said boiler was beyond economic repair over 15 years old and needed £1200+ of parts.
Our independent engineer fixed boiler for £480 and advised the advice we were given was totally incorrect ! Boiler is not over 15 years old as there’s a factory sticker dating the day it left the factory which is much less than 15 years ago
I’m so disappointed in this service - not what I expect for a £900 annual premium!
Complaint acknowledged and been advised I’ll have a response within 8 weeks.....”
“It's ridiculous that they make it as hard as possible to cancel your renewal. After being on hold for 15 minutes, the call centre agent even confirmed that there is no way to cancel the policy online and you have to do it over the phone. If they're as scandalous with their claims as they are with their basic business practices, I would avoid.”
“DO NOT USE JOHN LEWIS HOME INSURANCE!!
We have a 12 year old carpet in lounge which had coffee spilt on it recently. We raised a claim with John Lewis Home Insurance (JNHI) They passed the claim to their assessor, a company called Renew, who in turn passed it to a company local to our area, who have no premises, but work out of a transit van!
We raised complaint re this passing on of claim to JLHI and were told we had to wait 8/10 weeks for a solution, during which time w could not proceed with replacement carpet claim!
We then got a quote from John Lewis and passed this to JLHI, through Renew. JLHI WILL NOT PROCEED WITH THIS QUOTATION, as they claim Renew can do it cheaper!
We have JLHI top cover which is expensive (new for old policy, to put you back in same position prior to the claim) and Renew can do it cheaper because they will lay the replacement carpet ON TOP OF THE OLD UNDERLAY!
Basically they want us to pay in excess of £650.00 to get a new carpet which is more than our contents premium.
The people at JLHI are not prepared to assist in any claim that you may make - they do not call you back, or keep you informed of progress (?) They are not willing to honour their policy on a new for old basis. Have NO IDEA of customer service or customer relations. Out policy is NOT BEING RENEWED.
DO YOURSELVES A MASSIVE FAVOUR AND SAVE YOURSELVES HOURS OF STRESS...
....DO NOT USE JOHN LEWIS HOME INSURANCE!!”
“The once great John Lewis Home Insurance is now sadly run by Hood Group Limited who’s incompetence and staff inability to answer the simplest queries mind numbing.
Please think again JL.”
“Never received a renewal notice, eventually had to get a new policy but I was going to leave anyway after last year when I had a serious water leak through the roof but they wouldn't pay - unless I could provide rain flow rates which contradicted theirs at the time. Now just received a letter with a final reminder to renew as well as a letter (same day) telling me they can't renew my policy. Shambles - glad I am going elsewhere.”
“My policy was cancelled without having received the emails JL claim have been sent to advise me that the bank declined the payment. This decline was due to a new debit card being issued by the bank and not being aware that I needed to advise this change to the insurance. I was not aware that the bank regular payment was made in this way rather than via BACS. JL claim that the emails were sent but they did not attempt to contact in any other way eg phone or text and I have never received the emails or in my spam. They refuse to reinstate the policy on the day I curiously do receive an email saying it is cancelled and upon immediate phone contact. I am so so disappointed as normally a very big JL fan for so many other things needed in life. I have now contacted a broker, Advance Insurance Ltd, who I have used for the last 15years for other insurances and am delighted to say they were able to set up new policies with immediate effect and now cheaper too. Sorry JL but you need to look at your procedures in more detail in relation to customer care.”
“Be very aware that if you have fraudulent activity on your credit card….e.g a criminal uses your credit card details stored on JL.com!…you are in for the most stressful experience you can imagine trying to get your money back…my wife has been through this and it was unacceptable. Clearly JLP finance do not have their security systems up to scratch. They authorised a purchase that a 4 year old would have detected as fraudulent. No one at JLP fraud department seemed particularly bothered and pushed my wife around from pillar to post..shocking service.
She has now asked for this account to be closed … We won’t be using this Company again… you have been warned.”
“Terrible customer service; their home emergency is not an emergency service. It took them four days to repair a leak which resulted in excessive damage to my property. Now they want me to pay an excess fee to get it repaired when it would have been a cosmetic job. Please don't fall into the trap of purchasing your insurance to John Lewis. I'll be leaving them and all their other products. I will also stop shopping at Waitrose, part of John Lewis.”
“I took insurance for my daughter's wedding. This proved to be a complete waste of time and money.
I have never dealt with so many incompetent people in my life.You get passed on from one incompetent person to another. They all contradict their own advice and when asked to go back to their records,including phone calls that they claim to record,to check ,they stop communicating with you altogether.
I have been waiting for more than a month for the complaint department to contact me. Not only is everyone you deal with incompetent,they are clearly rude as well and don't have common courtesy to respond.
I am now writing to the Ombudsman to deal with my claim,
So please don't waste your time and money buying insurance from RSA/John Lewis. Complete waste of time -they are simply incompetent.”
“Sorry but in the real world which responsible parents would let their young son dress as a transvestite and wreck the house. Why is a minority allowed to push this, which let's be honest for the cast majority isn't normal. Its not ok to let a child claim to be another gender that's child abuse. Perverts!”
“Further updates from my review below. Service still appallingly poor. Airpods collected on 18/11/21 and no updates or contact yet whatsoever on what's happening. I called and was on the line for over 30mins and gave up. They just don't care.
Please consider carefully before taking on a John Lewis insurance. There are way better and cheaper ones around.”
“Never take an insurance with John Lewis. Incredibly untrained staffs having no clue what they are doing. My air pods stopped working and when I called them, I was 45 mins on hold before someone answered and said we cannot proceed as I did not have the serial number? I then called again with the serial number and the second staff took me through the same series of questions, previously already logged on their system, completely uninterested with the Case number that I was already previously given. This time I spent 1hr and 10 minutes and was given a whole day appt for them to come and collect the air pods from my address - this is apparently normal and I have to take a day off work. Also, when it gets collected it will take 28 days for the 'repairer' to repair. THEY JUST DO NOT CARE. During the call I was put on hold at least 4 times as this guy CLEARLY had no clue what he was doing.
If you need an insurance, trust me and go somewhere else. This one is incredibly bad.
Serial Number HORCDMUULX2Y”
“My young son put lipstick heels and a frock on then proceeded to wreck the house like Louie Spence on mind bending drugs - he/she threw paint and glitter all over the place as well as hurting his sister - When I put in a claim to John Lewis Insurance the liberal lefty loons refused to pay out - I am now withdrawing my custom from John Lewis all across the board and will be strongly recommending others do the same”
“John Lewis phone insurance, not worth the paper its written. Phone had a crack on the rear which was done over a year ago (2020) but did not claim. Then the facial recognition stopped working Sept 2021 and made claim. They would not fix due to the crack even thought this is their actual wording on the response
"we appreciate that there seems to be no link between the identified damage and the fault that you are experiencing"
Will do anything to get out of a claim. I'll be filling out a small claims court report as they have stated this in their email.
Keep away do not waste your time or money.”
“Sexualizing children is abuse and destructive. Shame on you. Are you also a pedophile? Repent why you still have time. Judgement day will not be rigged! Jesus is King!”
