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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“Increase car insurance premium from 240 pounds to 345 pounds. No change in circumstances.”

Helpful Report

Posted 2 years ago

“My mother is 85 yrs old. She does not own a computer. She has spent total of an hr (so far) over 3 phone calls trying to renew her policy. Constant repetition of message to go online. Do they want her business or not? Now researching alternative providers. Will certainly not allow them to auto renew - how awful will it be if she wants to cancel? And what if she needs to claim? Whatever happened to Customer Service at John Lews?”

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Posted 2 years ago

“THEY WILL MAKE A DRAMA OUT OF A CRISIS It was snowdrop time in the Test Valley. Water was seeping up through the carpet and whooshing up through the kitchen floor. The mains water inlet had burst but -thank heavens for John Lewis insurance. However It was impossible to get through to them for several days. A surveyor arrived a couple of weeks later followed by several other inspectors. We were told to sit down. He pronounced all the floors had to be dug up prior to drying commencing. February turned into April and the daffodils were fading. A much needed holiday had had to be postponed till I have no idea when. By then I realised we have no control over our property or our lives. Still no sign of when work might start or how long it would take. The visiting inspectors all seem nice and sympathetic, but none of them could predict when work might start. Anxiety set in and led to physical symptoms.The house had been declared damp. The stress of being out of control is really getting to me.This has led to two months of illness. However we are with John Lewis insurance and they are efficient, aren’t they? Midsummer day came and went and the roses are losing their petals. Apparently the delay is because John Lewis will not accept the repair costings,the costings which were worked out by their representatives! We must be patient with delays due to Covid etc ,etc … The hole in the kitchen floor is a daily reminder of our situation which may last for many months more ,who knows. If you have a problem and a legitimate insurance claim don’t worry -at least not if you are with John Lewis Insurance. Sent from my iPad”

Helpful Report

Posted 2 years ago

“My buildings and contents insurance wasn't renewed after John Lewis Insurance moved to the Hood Group. No-one contacted me to let me know and the first I realised was when checking my bank account to find that the direct debit had been cancelled. Appalling behaviour which has now cost me more money to find insurance due to the gap.”

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Posted 2 years ago

“Not value for money the BRAND IS LET DOWN So go direct to INSURANCE COMPANY.”

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Posted 3 years ago

“Agree with all these negative reviews. Since JLP joined forces with Hood Group, the customer service is absolutely terrible! I renewed my Premier policy in March 2022. A week after renewal I phoned them to inform them that I’d had my burglar alarm upgraded and that it was serviced annually. They amended my policy to show I had a burglar alarm but NOT that it was serviced annually. I also informed them that I would be having smoke alarms fitted and was waiting for London Fire Service to do a fire safety check before they install them and I’d phone again to let them know when they’d been fitted. Only a week after I’d informed them about the burglar alarm I phoned again to tell them that the smoke alarms had now been fitted. To my astonishment they informed me that there would be a mid-term adjustment charge of £96! This was two weeks into renewing my policy. After many phone calls and elevating it to a complaint, I had to pay the £96 because they told me if I didn’t pay and in the event I need to make a claim, then I would NOT be covered. This is total blackmail. I’ve started proceedings with the insurance ombudsman who have agreed with me that this charge is totally excessive and unnecessary. BEWARE if you need to amend your policy. JLP please dump Hood Group!!! The most terrible organisation!!! I will NOT be renewing my policy unless JLP change from this terrible, inefficient company!!!”

Helpful Report

Posted 3 years ago

“Home and contents top package. Terrible. Underwritten by Royal Sun Alliance (also awful) and loss adjusters Sedgwicks (abysmal). As soon as the claim was made we were passed on to Royal Sun Alliance and John Lewis refused to take any part in proceedings afterwards and did not care how long our claim took nor how badly we’d been treated nor whether or not we received the treatment set out in our agreement with them!! Still took the money each month though. Only insure with ACTUAL insurance company - using a broker such as John Lewis makes your chain of command and responsibility increasingly complex.”

Helpful Report

Posted 3 years ago

“Used to be fantastic from the actual policy to the customer service - now an absolute pile of low quality rubbish, not what I associated John Lewish with and that includs the patronising "customer service agents" at the end of the phone.”

Helpful Report

Posted 3 years ago

“I have been a loyal customer of John Lewis Home Insurance for many years using their premier level of insurance for buildings and contents. They were underwritten by RSA. Now they are part of the Hood group.. what a difference and not for the better! I have moved recently to a newly built house, less than 2 miles from my old address and have been forced to find new providers for both buildings and contents. The new quotes were ridiculously high.. £3277 for buildings cover alone for a 3 bed house!! Some of their call handlers are ignorant and others arrogant.. and some are both .. no calls were returned as promised. I don’t normally write reviews but I’m so annoyed this time I’ve decided to share my experience. I’m owed a small refund.. I’ve been told I’m not going to receive it. Do NOT even think about using John Lewis home insurance while they are using the Hood group .”

Helpful Report

Posted 3 years ago

“Would not recommend in any way shape or form! Had a phone call at work so requested a call back on my break, never received a call back. A few days later I received a letter stating they've sent a previous letter in which iv never received asking for proof of occupation by a certain date which may I add weren't explained on the phone nor had I received a previous letter, the letter then goes on to say if they dont receive it by this set date the insurance will be cancelled, which would be fine providing the fact the deadline they've given me is a day before the actual letter was written let alone the day iv actually received it! Absoloute joke of a company.”

Helpful Report

Posted 3 years ago

“Brand new house. No location issues. Great claims (or no claims!) record. Refused to provide a quote (after "carefully considering" type of build - cotswold stone, tiled roof, no flat roof areas- contents value - they don't even know this as not asked that question during quote process - full security etc). What's worse is they have the arrogance to say their eligibility criteria are much more strict than other insurers. Well Saga and Lloyds Bank gave us excellent quotes and they're in Which top 4, JLP don't even make their top 30. I only applied because they invited me to directly and what's worse is they can't even see the reason themselves as to why no quote can be provided. They owe it to customers that they themselves canvass to give a clear and accurate reason if they are unable to provide a quote. Talk about non customer centric.”

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Posted 3 years ago

“If the call handlers were anywhere near as comptent as the engineer who fixed a leaking radiator valve causng no heating, and soaking the carpet it would be OK but I spent 2 hours on and off the phone to report the problem, the call handlers were absolute rubbish, had no heat or hot water till the following day,”

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Posted 3 years ago

“Terrible feedback and customer service - do not buy their wedding insurance!”

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Posted 3 years ago

“being told wrong information by multiple members of staff on the phone, some in foreign call centres with nasty attitudes and no wish to help at all. being passed to domestic and general who are even worse! AVOID LIKE THE PLAGUE !! they do not want to pay out, the insurance is a total scam!!!”

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Posted 3 years ago

“This is the worst service I have ever experienced. Do not buy JL insurance or any product warranties. Just don't. And yes, one star is too high for the terrible service you will get. But there are no negative stars here.”

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Posted 3 years ago

“One star is being very generous!! I just wish I'd read these reviews before taking out insurance with JL. I cancelled my insurance renewal and was due a refund. Not only have they failed to refund me but they've taken another payment from my account. I've had a similar experience regarding their staff not having a clue and have been fobbed off with different excuses. I have now resorted to contacting my bank to reclaim my money on my behalf. Thankfully their customer service has been brilliant. How JL can get away with this type of service is beyond me.”

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Posted 3 years ago

“Left me with no heating, total waste of money. Their electrician just shrugged and left, had to get my own electrician out”

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Posted 3 years ago

“Terrible service. Eleven days wait to have my car windscreen replaced with John Lewis's provider, Autoglass. I then rang John Lewis's claim dept, to see if there was somewhere else they had as a backup in these situations, to be told their claims dept was 'out of hours' on Sunday, despite listing their hours as 10am -4pm on Sundays on their literature they provided myself with.”

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Posted 3 years ago

“Terrible service from John Lewis specialist home emergency cover. Left without heating and hot water for 5+ days John Lewis Engineer who visited said boiler was beyond economic repair over 15 years old and needed £1200+ of parts. Our independent engineer fixed boiler for £480 and advised the advice we were given was totally incorrect ! Boiler is not over 15 years old as there’s a factory sticker dating the day it left the factory which is much less than 15 years ago I’m so disappointed in this service - not what I expect for a £900 annual premium! Complaint acknowledged and been advised I’ll have a response within 8 weeks.....”

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Posted 3 years ago

“It's ridiculous that they make it as hard as possible to cancel your renewal. After being on hold for 15 minutes, the call centre agent even confirmed that there is no way to cancel the policy online and you have to do it over the phone. If they're as scandalous with their claims as they are with their basic business practices, I would avoid.”

Helpful Report

Posted 3 years ago

John Lewis Insurance is rated 1.7 based on 433 reviews