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

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“Claimed for removal of wasp nest under the Home emergency cover. Was asked (by 3 different people) for location - roof level to the side of a dormer window. Pest control turn up with no ladders - guy that came out was lovely but had no idea what job he was coming to do! He said it happens all the time as the job description has gone through about 4 different people before it gets to him. You can’t speak to John Lewis themselves as everything is contracted out to CET. There you speak to a call centre who employ a contractor to do the work. Guy at my house rings CET to complain that he’s not been given correct information to do the work only to be told he’s not insured to go up a ladder-first he’s heard of it and he’s been with them for years! He then has to go away and await further instructions. Several phone calls later and I am told someone will ring me with another appointment- for 2 people to come out. Why they couldn’t give me onevthere and then, I have no idea. I have chased it up but as yet, still no appointment..... Hardly the ‘high level of service you would expect’ from John Lewis. Policy is due for renewal shortly and I will be going straight back to Aviva who were excellent when we used them previously.”

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Posted 6 years ago

“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've insured with JL, using their Premier level Buildings and Contents insurance, for 4 years - and have just received my renewal for what would be a 5th year. Each time I have been sent a renewal premium it has increased way beyond inflation, and each time I have called them and they have either reduced it, or shown me a slightly different policy which has kept the premium roughly the same. A couple of years ago i simply went online, reapplied, and got the same policy for nearly £150.00 less than my renewal quote (there was one fairly minor difference, but nothing that should have justified a difference of £150). This year (2018) my combined buildings and contents premium has risen from £618 to £713 and when I called them I was told that "because your buildings premium has gone down by £9.00 that's why the contents premium has increased (by nearly £100). It was obvious the guy didn't know what he was talking about, and when i pressed him he muttered something about "we now have to take the number of bathrooms into consideration". At this point I gave up! At the very least they should provide some explanation on the renewal letter as to why the premium has jumped by so much; on principle I'm not paying a 15% increase when I haven't made a claim, and no other comprehensible reason for the increase has been provided. They did the same with my Pet insurance earlier this year - I saved over £100.00 by insuring elsewhere”

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Posted 7 years ago

“Chaotic: website payment down. Documents saying the wrong thing. Demanded large increase in premium fore minor modification. Not impressed”

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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

“I'm happy with the cover but my renewal premium leapt from £732 to £957 - over 30%. No explanation was provided. I have not claimed in almost 20 years. I contacted JL, waited in a call Queue for 27 minutes and then heard "I can appreciate that" ad nauseum. The first reason cited was IPT - which is only a tuiny factor - they then claimed increased postcode risk and flood events locally. They would not move on price.”

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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

“The cover reads well, though I have yet to use it. My premium for Premier has just shot up by 30% in a single year from £732 to £957 PA! Having not made a claim on home insurance in 20 years, I don't appreciate being treated like a cash cow. I will be moving my policy as a result.”

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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 Insurance is rated 1.7 based on 433 reviews