John Lewis Insurance Reviews

Name: John Lewis Insurance
Rating: 1.66

1.7 Rating 433 Reviews

15 %

of reviewers recommend John Lewis Insurance

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1.7

Based on 433 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I like using John Lewis and I am willing to pay (say) 5% over cheaper insurers in order to have confidence but when it came to renewing my home insurance the excess for things like water damage had increased but worse.. the premium increased by 18% over last year for equivalent cover ... that is an obscene increase. I was able to obtain the same cover from Aviva for £148 instead of the £296 quoted by JL. Did you think we wouldnt notice or something? Very annoyed.”

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Posted 6 years ago

“Bought a laptop from John Lewis Order number: 127497075. Was faulty within a month (Not JL fault). They initially refused a returns, even though the laptop was a month old and tried to pass to manufacturer. Now they have accepted the returns, have failed to refund my £519.99 and kept the laptop. John Lewis are crooks, but paint a good picture to the public. DO NOT TRUST THESE WITH THEIR FAKE WARRANTIES.”

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Posted 6 years ago

“16th March 2018 driving alone in the rural village of Clanfield, Oxfordshire, my car went down one of the many potholes and I had a flat tyre. I called and called the J L emergency number but no answer. Just left holding to speak to someone or just cut off. In the meantime a lovely couple offered to help. In the freezing weather conditions as dusk falling they went home to get the tools needed and thankfully returned to help. I was frightened. In the meantime I was kept holding and holding on the line endlessly. They too were disgusted there was no answer from J L. As they changed my car tyre ( I had already double checked the J L number, I called again but still no answer. What is the point of J L car insurance if you can't speak to anyone when you need help or in an emergency? I am a senior citizen driving alone. I felt frightened. Be warned! I”

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Posted 6 years ago

“My 2018 renewal has just come in with a 20% price increaae. When I rang JL it is because they have had a lot of claims and apparently everyone's policies have increased. I have to say I don't really care about other price increases as I'm not paying them. So having shopped around I have numerous quotes from reputable companies that are 50% less than JL. Sorry JL I don't want pay for all the claims you have paid out for others, you agent could do nothing to help so I won't be renewing.”

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Posted 7 years ago

“Hi I would not recommend John Lewis break down service.or the insurance.my bmw was damaged by break down service 8000 pounds worth of damage and know one wanted to know.I am now seeking legal advice.”

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Posted 7 years ago

“My mother has had a subsidence Insurance claim on going now for 11 months. The drainage work was “finished” 6 months ago. But when it rains the drains still flood. The kitchen remains half tiled and the contractors keep not turning up even after complaints are made. I think John Lewis Insurance are taking advantage of people having faith in the John Lewis brand. When they really are sub contracting out to cowboy outfits.”

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Posted 7 years ago

“My policy said I had breakdown cover selected so for 3 years I renewed the policy. Then when I needed it I am told "selected" doesn't mean it is selected at all. Oh no, it has to have a tick alongside it. Pity I am not telepathic. A plain English policy? Wholly misleading.”

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Posted 7 years ago

“I wish I’d read reviews on this site rather than going with Which? recommendation to get Home Insurance Cover from John Lewis. We have been let down at every stage by John Lewis and their subcontractors without heating and hot water for more than ten days with repeated failure to do what they promised. Countless times we’ve been assured that someone will call back when it didn’t happen; it took them four days to approve a quote for the necessary boiler part by which time it was the weekend so there were no deliveries and we had to wait even longer. The only reason we even got an engineer booked to come out was by calling to ask for updates only to discover that despite the approval they hadn’t bothered to contact the engineer. When he eventually came he didn’t do what we were told he would ( in the house 30 mins not 5 hours) so I’m not convinced the problem has been effectively solved and we are also still waiting 5 working days (7 including the weekend) for the complaints department to respond to us. Apparently they will call is within three days of the complaint being made. Still waiting! Dreadful service and no sense of urgency despite the cover being called Home Emergency. Don’t buy this insurance”

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Posted 7 years ago

“It took over 10 weeks to get our kitchen floor repaired after a water leak. John Lewis Home Insurance involved 3 different companies before appointing a loss adjuster, who then used a contractor who appointed a further two companies to fix the floor. Each company had to visit multiples times and photograph the floor before agreeing that it needed replacing. None of the companies communicated properly with us, each other or the loss adjusters. Endless phone calls to chase contracters every step of the way and numerous calls to complain to loss adjusters and to JL had no effect. They really didn’t care. Feel very let down by John Lewis as they seem happy to put their name to such a poor product with abismal service. I would NOT recommend JL home insurance and I’ll be moving my car insurance away from them too. Other family households I have spoken to about our experience have also decided to move away from JL insurance.”

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Posted 7 years ago

“they are expensive and when we make claim they are not very helpful and they make you fell bad.”

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Posted 7 years ago

“John Lewis's well-known trading policy of 'Never Knowingly Undersold' does not apply to any John Lewis branded Financial Services product - this is a direct quote from a Manager in the Customer Complaints department of RSA (Royal & Sun Alliance Insurance Co Ltd), who underwrite all John Lewis insurance policies and also market other John Lewis financial products - so beware!”

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Posted 7 years ago

“After a burglary resulting in damage to doors, loss of bank cards and my car, nearly 5 weeks on and JL Insurance have failed to resolve the problem of the poor service provided by their contractor. I would like to see how many reviews actually relate to claims made not just the satisfaction of taking out insurance that only becomes problematic when you actually make a claim! would not recommend. Certainly not to the standard usually provided by the John Lewis Company!”

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Posted 7 years ago

“I've had my contents insurance with John Lewis for 5yrs, never made a claim, just received the renewal premium which has increased by £56.71. even taking into account the government tax hike that's a huge increase. I can't even say the service is good last year I had a query over a problem in my bathroom the person I tried to deal with was so rude and I couldn't get an answer as to whether I was covered or not so I just paid for the repair myself. Will be insuring contents with NFU and moving my car insurance too.”

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Posted 7 years ago

“The facts are we have sent off well over a hundred emails to your claims department ... and the complaints department but no one ever responds ... so not the most helpful insurance company to deal with”

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Posted 7 years ago

“In 4 years I have not been able to access my account on website as the server reports an error (tried from multiple computers on multiple browsers). Customer service says its been a known problem for several years - but only affects some people! Incredible this has not been fixed in this time (this is a business worth hundreds of millions). Maybe this is a scam to encourage interaction via phone, which presumably results in a commission for customer service rep ? I offered to help their tech team fix the problem as that is my profession - no response from JL. If I don't have faith in their basic operations, how can I have faith they will deliver if I ever need to make a claim ?”

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Posted 7 years ago

“John Lewis Home Insurance is administered by RSA who use CET as their supplier for fixing any Home Emergencies. Be warned that CET are a complete shambles of a company to deal with based on our experience. On Monday 8th Jan I called John Lewis (RSA) for assistance with a faulty boiler which had resulted in no hot water or heating for our home. RSA passed this to CET who called me that same day to arrange an engineer for the following day. All fine so far. On Tuesday 9th the engineer came and made his assessment of the requirements to fix the problem and reported that it would need to be approved by RSA then parts etc could be ordered. Still ok at this point. We then had no further communication from CET until Friday 12th at which time they informed me that the repair had been approved by RSA, that parts had been ordered and that we would get a call when the repair could be done. Starting to get frustrating to be cold after 5 days and still no appointment to fix it... The following Thursday I had to call John Lewis (RSA) to make a complaint that we had not heard anything back and were still cold. CET then rung me and siad they could get an engineer to us the following Monday - TWO WEEKS after the incident! In the end we insisted that we use our own trusted service engineer to do the fix (two powerhead valves and a flush) and CET are paying for the job plus providing £100 in compensation. Incidentally, on Monday 8th when we first spoke with John Lewis my service engineer said that the parts could be delivered next day and that he could be available the day after. CET told us that it took from 11th to 15th to get the parts! Having looked online at many plumbing suppliers these are readily available so no idea what CET were doing except trying to cover their own failings... Definitely would not recommend and have transfered to Direct Line Select which also offers a more comprehensive level of cover.”

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Posted 7 years ago

“My father has the Premier level of home insurance with John Lewis, which he renewed in December. He cancelled his emergency cover with British Gas believing he was fully covered by his John Lewis policy. Waking up on Monday morning, my parents who are in their seventies discovered that neither their central heating nor their hot water was working. They phoned the emergency helpline first thing and were told someone would call them back, they missed a call at 1400 (due to being in the attic looking to see if they could find out what was wrong) and my father then spent 35 minutes on hold to the company John Lewis had put him in touch with before being told they might be able to get someone out on Thursday. As it happens, they did get someone out Tuesday morning but he had no idea what to do. He came back on Wednesday and said he thought perhaps a power flush would clear the blockage but he'd have to get back to his head office to get back to the insurers to get back to my parents to tell them if they were covered. On Thursday the John Lewis insurers finally got back to tell my parents that only the boiler was covered so they were on their own. It's now Friday and my father's been in contact with a local plumbing and heating company who have sent someone round to have a look and see if they can fix it. In short, all that having emergency cover from John Lewis has achieved is to delay my seventy-year old plus parents having access to heating and hot water by more than a week in the middle of January. They will have to cover the full cost and, until the local company can get someone booked in, they will have to continue boiling kettles to do the washing up and to wash themselves using buckets and jugs as they don't have an electric shower or an immersion heater. I can't comment on the rest of the policy but the John Lewis emergency cover is worth less than the paper it's written on.”

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Posted 7 years ago

“They can't handle their call volumes - there are 30 minute+ wait times on their lines which is a very 1990's thing”

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Posted 7 years ago

“roof damage , water internally, unable to use electrics whilst listening to drips - quoted 1 week for surveyor to assess !!!!!!!”

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Posted 7 years ago

“That's worse experience of my life ever. They staff at their call centre have no knowledge on specifics to do with pay-outs for a claim. Lax attitude with customer empathy and always had to do ring back as you couldn't get through. Cunningham Lindsay acting as loss adjusters couldn't manage a drink up in a brewery. I had to complain about first Claims Manager as they were useless with overseeing and instructing, the second one appointed was better but always talked over you when you were speaking. JSL a building company based in Basildon, that they contracted to do our repair work were useless and rude (we ended up doing the repairs ourselves) after being let down as there was no communication between them and Cunningham Lindsay. The only company that were good were Rainbow International, as they were honest, always in touch and very helpful. I would not recommend JOHN LEWIS HOME Insurance to any one. They have made a very traumatic and stressful time even worse for myself and my family and I will be referring my case to the Ombudsman, as a email complaint to John Lewis was never replied to .....”

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Posted 7 years ago

John Lewis Insurance is rated 1.7 based on 433 reviews