“Huge let down. Decided to go with JL insurance due to good reputation, but the first time I tried to make a claim when a radiator fell of my wall and damaged the wall and pipes, (because of structural issues to my building) JL refused to cover it. Just goes to prove that insurance is a huge scam and when you think you're covered for emergencies, you're not. I have no doubt that there are better insurance providers on the market.”
“I have just taken out John Lewis’s Premier home insurance because of its comprehensive nature. What I have NOT been impressed by AT ALL is that, in the space of a few days, the website gave me two different quotes for EXACTLY THE SAME information (this was verified by John Lewis’s customer adviser whom I had called to clarify the situation). Needless to say, I chose the lower price but will be vigilant over the policy’s renewal price next year.”
“Serves me right, I suppose, for opting for a “trusted name”! I should have got the hint when they messed up the original contract documents…Anyway, I had a leak off the roof in September, so I contacted them: they sent a “roofer” who went up and proceeded in plodding all over the tiles moving them about and cracking some (I could hear the snaps and scrapes from inside the house!), before declaring the leak fixed. With the first rain, it became apparent that the leak was not only not fixed, but was much worse. JL then sent another roofer who started by pointing out the damage and mistakes of the first! They then again declared the leak fixed. The following week I also received an unsolicited quote from them offering to fix the leak!! I again contacted JL to complain about this and about the fact that the leak persisted. They sent a third roofer, who ended up finding the original cause for the leak and also telling me that my roof had sustained a fair bit of damage from previous attempts to trace and access. I passed this on to the JL “customer services” department demanding repair of the roof as well as explanations for the poor service. The complaint handler told me that, although she would try to help, I was not to “get my hopes up”, like as if I was asking for a favour. It is now over 5 weeks and I have still not had the complaint resolved. I wish I had read some of the reviews before I took out the policy…”
“Shocking is the word that comes to mind. After a house fire me and my children lost everything. RSA was appointed and they appointed Rainbow International to clear house, nothing was listed properly, nothing was cleaned well, Iwas put under investigation for months as they doubted my lists that I was told to do because Rainbows were inadequate and incomplete. Sat for hours describing every room, every item, finally cleared from investigation and heared nothing until they relaunched investigation. Went through same again to be cleared again. Loss adjuster supposed to be in touch but still just left. No sofa, still on deck chairs, no Christmas decorations. It will be a year in January ????????”
“The John lewis insurance policy was great until I purchased a new car...
I called the customer services who were happy to make the changes and even happier to take more money from me. The additional charge was almost as much as my original premium! I ran a new quote through gocompare just to make sure that it wasn't because my new car was generally more expensive to insure and it barely was. Were it not for the fact I was told that I had already used my no claims bonus, it would have been cheaper to cancel and buy a whole new policy.
You profiteering rogues!”
“I moved to John lewis last year. No clains in the last year so cant comment on the service. Hopefully if I have to make a claim the JL brand will stay true to its name. The reason I have said poor is I am due for renewal and they have increased the price. The reasons given were
1) Govt has put the insurance premium tax
2) I came through a price comparison website so the discount is taken away this year!!!!!
3) The home emergency cover was included as standard but at the same time was on a promotional offer!!!!. Essentially since it is standard on the policy I don't have a choice and pay up the increased prices.
I think it doesn't remotely make good business sense that loyal customers should be punished for their loyalty while you discount prices for new customers just to ensnare them into your policies.”
“All insurance is good until you make a claim, then you find out how worthless John Lewis insurance is. Don't believe what their Customer Services people tell you. Query everything before you sign up, and get the answers in writing. When you get them you will find that in many areas this insurance isn't what it appears. One tends to trust the John Lewis name, however the Financial Services Ombudsman tell me that it's not really John Lewis, but an outfit called UKAIS Ltd, using the John Lewis name. Don't make the mistake I did. Place your insurance elsewhere.”
“Terrible terrible terrible! If I could rate this as a 0 star I would do. Their service and customer care is shocking, their policies are substandard to the market average (from my experience). They do not care for your business or what experience they have! I will NEVER EVER use John Lewis again! On a positive, they are relatively cheap! Just goes to show... you get what you pay for!”
“should be on RIP OFF BRITAIN pet insurance up by 50% .when I rang customer service dept I was told the reason for the increase could be vetinary costs in my area. they said I would be contacted nearer to my renewal date ,IM WONDERING WHY.”
“JL is great as a store or insurer if you lose a watch, but woe betide anyone who has a major claim. My parents home had a fire in July, RSA was appointed with Elipta as the loss adjuster. Now in late October and the only thing that's been done is the contents have been removed and a bad clean up carried out. The fire damaged stairs, walls floors are still as they were in July. My Father who is 80 years old was told to chase the builder who promised to be there 7 weeks ago. After finding my father on the phone with the builder shouting at him I contacted Which, I only hope Which recognise they are recommending a 'CON' JL are the front for an incompetent RSA
Both my parents are now ill, the house is still in complete disarray. If I call JL customer service I get put through to the RSA (Royal Sun Alliance) JL will not communicate with me about the situation as the RSA handle all queries!! DO NOT USE JL home insurance, YOUR HEALTH DEPENDS ON IT. WHICH please recognise all the Bad Bad reviews that are on-line.”
“drainage claims service is absolutely appalling. Unprofessional service, passed from pillar to post and repair work undertaken falls far short of acceptable. John Lewis are just the sign above the door. You will be dealing with RSA who are a cost focused insurance company who have no interest in the customer. I have even written a letter of complaint and not heard a word one week later. On the phone now to see what's going on and have been on hold for 15 minutes as team are very busy. In fact your complaint is handler by the people you are complaining about. Do your self a favour, DO NOT insure with this company. They are fine until you try to make a claim. This is the first claim on my house insurance I have ever made (40 years) and I am at my wits end.”
“John Lewis Car Insurance badly serves its customers. The administration process belongs to last century but not their ability to cash cheques and be slow at refunding money. An extremely frustrating process and a costly mistake.”
“I love JL stores and have their partnership card so when it was renewal time for my contents insurance was happy to switch to them. My documents came and there was an error, so I wasn't sure I was even covered. I had already discussed this particular detail while on the phone and the underwriting team confirmed it was fine. But without it being noted on the policy documents it was useless, I sent 3 emails but never received a single reply and was given the dept direct email address and yet again, no reply. I called recently to chase up this matter and was given yet another email address to contact. A week later and no reply. Needless to say I'm switching back to my previous supplier, I won't ever be using their insurance services again.”
