Name: John Lewis Insurance
Rating: 1.65

“don't insurance with this company. they send you very cheap price and once start your policy and then no accepted any of yours decoment and cancel your insurance policy so never ever LV”

Helpful Report

Posted 8 years ago

“don't insurance with this company. they send you very cheap price and once start your policy and then no accepted any of yours decoment and cancel your insurance policy so never ever LV”

Helpful Report

Posted 8 years ago

“House insurance: Keep clear. Not worth the paper it's printed on”

Helpful Report

Posted 8 years ago

“I have had a JL worldwide travel insurance policy for many years. The one time I needed to claim, they were excellent: prompt, unbureaucratic and fair. Recently, the policy came up for renewal, and I duly picked up the phone. Much to my surprise, I was told they could no longer cover me for winter sports, as I am 65. This is not just scandalous ageism (in resorts like Aspen, skiers don't even qualify for senior lift pass reduction until over 70) but totally illogical from the business point of view. They will ensure a 20 year-old who has never skied before, rents some equipment and bombs down the mountain, no problem . But as a healthy 65 year-old who learned the sport properly, has been skiing for 58 years, never had an accident or injury, knows her ability and skis prudently, I am considered too great a risk?! For a moment I considered taking out the world-wide policy anyway and ensuring winter sports separately, but on principle, I will take all my business elsewhere.”

Helpful Report

Posted 8 years ago

“Well where do i start !?!?!”

Helpful Report

Posted 8 years ago

“Had a problem with my boiler at 10.30am Thursday 23/03/17, phoned JL emergency services 11.00 and was told they would sort something out and phone me back, 10mins later they phoned me back and stated that an engineer would attend between 12.00 and 16.00hrs. The engineer arrived and boiler repaired by 15.45 well done JL and thank you.”

Helpful Report

Posted 8 years ago

“I am confused by the claims process. John Lewis insurance has accepted my claim for damage to my Ulster Wilton carpet. However they won't agree to John Lewis retail replacing the carpet as they can buy the product cheaper elsewhere. How does this sit with the claim that 'John Lewis is never knowingly undersold'? I am informed that another retailer of their choice will contact me to arrange to replace the carpet. I can opt to buy the replacement from John Lewis but settlement would then be in the form of a cash settlement and wouldn't cover the cost of a like for like replacement supplied by John Lewis retail.”

Helpful Report

Posted 8 years ago

“Boiler repair”

Helpful Report

Posted 8 years ago

“Had to make a claim on buildings insurance. The person answering my initial call was really helpful and understanding, so too was the surveyor who came out to assess the damage. The claim was accepted without fuss and a cheque is being issued. Well done, J.L. for your very professional service.”

Helpful Report

Posted 8 years ago

“We needed to make a claim for bike theft. I contact JL and the guy I spoke to was very helpful and clearly explained the steps we needed to take. A week later, I spoke to another member of staff at the claims department and she made the experience very personal, and really went the extra mile with keeping me updated. The claim was processed the same day I contacted the claims department. John Lewis are setting the standards for home insurance, and we would definitely recommend them.”

Helpful Report

Posted 8 years ago

“Bought a policy noticed errors called to discuss same. The call handler was DISGUSTINGLY rude.A first I've experienced by John Lewis.”

Helpful Report

Posted 8 years ago

“Passed my claim over to a 3rd party company, BeValued, who were completely useless. took nearly 2 weeks to sort out my claim, didnt receive any info on what was happening. Very poor service.”

Helpful Report

Posted 8 years ago

“We have john lewis insurance plus legal service, we contacted your legal dept regarding our neighbour having his guttering replace larger and deeper which means all the rainwater from his property is shooting across onto our property with the amount of rainwater we have had the rain has nowhere to go because our guttering is smaller and less deep so the water is over our back door shooting over the guttering we cannot get out of our back door when it rains because of the rainwater we have damp in our kitchen because of this.we contacted john lewis legal dept approx. Sept 2016 and they refused to take on the case, we are now left with torrential water coming over the guttering where our kitchen back door is damp in our kitchen a leak in our conservatory and john lewis insurance refused to help unless it was fullproof they would win, so I would not recommend John Lewis insurance to any-one and will not be renewing our insurance next year I will be writing to the chief exec and then going to the ombudsman”

Helpful Report

Posted 8 years ago

“Had both house and contents and car insurance with John Lewis. Both renewals came in at simply ridiculous quotes - over 25% increase in price despite having making no claims on any insurance policy for over a decade. Called them to be told that was the best price they could offer, despite telling them that every online quote was lower than theirs. Disgraceful service. Went with another insurer to buy equivalent/ better products and saved more than £200 on the car insurance and £220 on house and contents. Don't bother even trying to call to discuss with them.”

Helpful Report

Posted 8 years ago

“I need so much more than 10 characters!! unbeleivably poor service - 2 quotes - one fine the other randomly sent 3 working days prior to renewal with £250 increase - when I called no one seemed to have a clue. I had to make a claim last yr - it took 2.5 months ( my Tesco house insurance was amazing, no fuss, professional, honest - couldn't fault it. JLP - sometimes very polite - other times treated like a criminal - John Lewis trades on this reputation surely - suggest you get your act together”

Helpful Report

Posted 8 years ago

“Ridiculous renewal quote after no claims and dog still under 5 yet they want 50% more money!! Withdrawing ALL trade with this firm!!”

Helpful Report

Posted 8 years ago

“We are now almost two weeks without heating or hot water following our boiler leaking through the bathroom ceiling, through a winter period of sub zero temperatures. Despite having the John Lewis emergency cover and home insurance it has been a catalogue of incompetence and nothing happening with little communication because of engineers waiting for approval from the insurers and shoddy communication between all parties. We were seen on the day of the boiler breakdown (now 13 days ago) and then a different man came to fix the part 3 days later, but he then said the boiler needed two further parts which would be fixed two days later. My husband has, during all this, spent hours of time phoning the company and waiting in on the days they were meant to be here between 10am and either 1pm or 4pm. Five days later finally the original man arrived later than the time slot given and had the wrong parts with him! He couldn't go and change them locally but instead the whole approval process had to begin again before they could be changed. That evening we made a complaint to John Lewis and apart from the automatic 'you will hear from us shortly' response we heard nothing. That night in extremely cold conditions- the house by now was so cold - I slept in jogging bottoms, vest, top, fleece and two pairs of socks. We have three children two of whom are asthmatic and no hot water at all to shower/bath. So now four days on from then we are still no further forward. Today my husband spent even more hours on the phone to both John Lewis insurance - yes they should have responded to our complaint within 48 hours and apparently, according to the the insurers, a problem with the logging system at the engineers means that our job for today was not even logged! Incompetent, unreliable and an absolute joke is not harsh enough to truly describe the appalling service. The thought of an elderly or infirm person, or someone with a baby, being subjected to this service and treatment is both alarming and in humane. Do not get John Lewis Home Insurance - it is a joke!”

Helpful Report

Posted 8 years ago

“We are now almost two weeks without heating or hot water following our boiler leaking through the bathroom ceiling, through a winter period of sub zero temperatures. Despite having the John Lewis emergency cover and home insurance it has been a catalogue of incompetence and nothing happening with little communication because of engineers waiting for approval from the insurers and shoddy communication between all parties. We were seen on the day of the boiler breakdown (now 13 days ago) and then a different man came to fix the part 3 days later, but he then said the boiler needed two further parts which would be fixed two days later. My husband has, during all this, spent hours of time phoning the company and waiting in on the days they were meant to be here between 10am and either 1pm or 4pm. Five days later finally the original man arrived later than the time slot given and had the wrong parts with him! He couldn't go and change them locally but instead the whole approval process had to begin again before they could be changed. That evening we made a complaint to John Lewis and apart from the automatic 'you will hear from us shortly' response we heard nothing. That night in extremely cold conditions- the house by now was so cold - I slept in jogging bottoms, vest, top, fleece and two pairs of socks. We have three children two of whom are asthmatic and no hot water at all to shower/bath. So now four days on from then we are still no further forward. Today my husband spent even more hours on the phone to both John Lewis insurance - yes they should have responded to our complaint within 48 hours and apparently, according to the the insurers, a problem with the logging system at the engineers means that our job for today was not even logged! Incompetent, unreliable and an absolute joke is not harsh enough to truly describe the appalling service. The thought of an elderly or infirm person, or someone with a baby, being subjected to this service and treatment is both alarming and in humane. Do not get John Lewis Home Insurance - it is a joke!”

Helpful Report

Posted 8 years ago

“We are now almost two weeks without heating or hot water following our boiler leaking through the bathroom ceiling, through a winter period of sub zero temperatures. Despite having the John Lewis emergency cover and home insurance it has been a catalogue of incompetence and nothing happening with little communication because of engineers waiting for approval from the insurers and shoddy communication between all parties. We were seen on the day of the boiler breakdown (now 13 days ago) and then a different man came to fix the part 3 days later, but he then said the boiler needed two further parts which would be fixed two days later. My husband has, during all this, spent hours of time phoning the company and waiting in on the days they were meant to be here between 10am and either 1pm or 4pm. Five days later finally the original man arrived later than the time slot given and had the wrong parts with him! He couldn't go and change them locally but instead the whole approval process had to begin again before they could be changed. That evening we made a complaint to John Lewis and apart from the automatic 'you will hear from us shortly' response we heard nothing. That night in extremely cold conditions- the house by now was so cold - I slept in jogging bottoms, vest, top, fleece and two pairs of socks. We have three children two of whom are asthmatic and no hot water at all to shower/bath. So now four days on from then we are still no further forward. Today my husband spent even more hours on the phone to both John Lewis insurance - yes they should have responded to our complaint within 48 hours and apparently, according to the the insurers, a problem with the logging system at the engineers means that our job for today was not even logged! Incompetent, unreliable and an absolute joke is not harsh enough to truly describe the appalling service. The thought of an elderly or infirm person, or someone with a baby, being subjected to this service and treatment is both alarming and in humane. Do not get John Lewis Home Insurance - it is a joke!”

Helpful Report

Posted 8 years ago

“I took John Lewis Premier cover home insurance for my mother's property in 2015 before she passed away last year. The company were aware that I am her executor and remain living in the house until it is sold for probate and it was reinsured on that basis in 2016. We had a boiler breakdown with no hot water or heating and were referred to CET home emergency. They sent an engineer within 24 hours who assessed the problem and said it needed a new PCB. I had a call later that day to say the part might be obsolete and that they therefore wouldn't be able to help. Then I received notification by text and telephone call that the repair was going ahead with a date to be advised. Then I had another call to say the part was obsolete. In the meantime I had checked the part (PCB) myself and found it was widely available from authorised dealers across the country. I called to challenge the decision and then followed a process of negotiation which lasted several days. It emerged that they were trying to order a 'kit' which comprised of five parts and which true enough was discontinued. The manufacturer of my boiler advised me that all the parts formerly comprising the kit were separately available and it was most unlikely that all would be needed. After a week of stressful calls and a frustrating lack of progress it was agreed to send another engineer. He assessed that just two available parts were needed and then it still had to be authorised for 24- 48 hours and ordered at which point my patience ran out. Almost two weeks without hot water or heating in January temperatures, the boiler was finally repaired and I received a lovely apology from a nice customer services assistant and was told they'd send me something by way of apology for the terrible experience. To be honest that wasn't really important to me, but to add insult and upset to the whole sorry tale, I received some flowers which were addressed to my deceased mother with a note simply saying 'enjoy your flowers'. This was extremely upsetting and really put the tin hat on the experience for me, as well intentioned as it was. I told them several times what the circumstances were and corrected them regarding the name of the policy holder almost each time we spoke. It is almost the anniversary of my late mother's death and a very difficult time for the grieving process. Can I recommend John Lewis Premier Cover after all this. Oddly no I can't, and that's very disappointing indeed. I feel that CET let the good name of John Lewis down and have also made a formal complaint. On the plus side hot water is wonderful at last.”

Helpful Report

Posted 8 years ago

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

John Lewis Insurance Reviews