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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“If there were no stars they would get it, we have had a ceiling collapse damaging floors and furniture. They have been terrible at responding to any of my emails and now we have discovered that our policy does not cover any damage at all as the ceiling came down and damaged the floor. Apparently they dont cover old houses or houses that have had any sort of renovations as it causes wear and tear and not accidental damage . Dont use this company to insure your home.”

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Posted 2 years ago

“I am a frail elderly isolated woman. This week my boiler broke and I had no hot water or heating. Talking to customer service was disgusting. I was told that it would take two (2) days to send some one out .Although he had my policy number he said it would take 20 minutes to go through every item listed. So upset I rang off half way through the interrogation! I eventually found a plumber who fixed the problem. Why should I pay When I have Insurance. I shall be taking this complaint further!”

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Posted 2 years ago

“Never able to get hold of anyone on the phone, takes ages so stressful, and eventually we find out building insurance isn't covered in our building insurance policy???”

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Posted 2 years ago

“Having read the comments below my experience is exactly as theirs. No quote because I refused marketing information - is a renewal quote marketing? Tried to ring through on the number given - fat chance of any contact. Tried on line but told I couldn't be processed on line this year and need to talk to an agent - guess what? Chat line unable to answer my query although I had been referred to them because I had made a claim in 2018 - think it was for £130 - isn't this what home insurance is for? Used to be a really good company and policy - pity...”

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Posted 2 years ago

“I received my renewal document but with no premium quoted as I had declined direct marketing (? I didn't think this was marketing). I was directed to look at the quote online, which I tried to do but it "could not be dealt with online". I then spent 30 mins on hold to the call centre, gave up, did the same again later in the day , again with no joy, then read these reviews. This used to be a very customer focused service, which I was happy to pay a premium for, but without the service...I have just renewed elsewhere”

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Posted 2 years ago

“Initially called to lapse my policy, spoke to a fabulous agent who tended to all my needs.. all renewed even though more than £100 dearer. Meg is an absolute asset to your company .”

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Posted 2 years ago

“John Lewis home insurance is now so very bad I called to claim for my front door lock to be fixed. Something that is covered by my insurance in the past and have used Only to be told by a rude person “we don’t cover locks” since when Horrible service Just horrible”

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Posted 2 years ago

“Elderly widow, living alone. Moved house in summer, took out insurance on new property with JL. Fine but I hadn't a reminder to cancel old policy. Realised four months later it was still being paid. Long complicated process and calls but cancelled and this was confirmed, a month later saw money still leaving account, another difficult phone call. Now cancelled and last payment restored to my account but their lack of communication has cost me over £159. No customer care. When renewal date for policy on new / present home comes round I will cease policy , Customer care awful / used to be great, new Insurance group partner not helpful to JL reputation . Will be looking elsewhere .”

Helpful Report

Posted 2 years ago

“We have had John Lewis premium cover for years thinking that being a household name they would have good customer service. I tried to phone the claims department, pressed all the relevant buttons, listened to music for 10 minutes and was then cut off. I tried again and was connected to someone after 30 minutes to be told that the leak from from the roof which had damaged a wall couldn’t be claimed for because the wind in my area wasn’t strong enough on that date. I am beyond disappointed, we have paid John Lewis Insurance thousands of pounds over the years and my claim of a few hundred pounds has been rejected as they claim it was wear and tear that is the cause and not the subsequent rain. I only give one star because giving none isn’t an option.”

Helpful Report

Posted 2 years ago

“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.”

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Posted 2 years 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.”

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Posted 2 years 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.”

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Posted 2 years 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.”

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Posted 2 years 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.”

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Posted 2 years 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.”

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Posted 2 years 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.”

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Posted 2 years 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.”

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Posted 2 years 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.”

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Posted 2 years 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”

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Posted 2 years ago

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

Helpful Report

Posted 2 years ago

John Lewis Insurance is rated 1.7 based on 433 reviews