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John Lewis Insurance Reviews

1.7 Rating 406 Reviews
16 %
of reviewers recommend John Lewis Insurance
Company Reviews Questions Metrics
1.7
Based on 406 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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Patricia Green
Verified Reviewer
“I have full cover home insurance with john Lewis. Recently the fridge of my AEG side by side fridge freezer kept icing up done the back panel. We called John Lewis and an engineer came out and duly said a part would need to be ordered. About a week later he returned with the part and began the repair. A short time later he told me that although he was able to fix the original problem, there was no point in doing so as his testing gadget had revealed a gassing problem which was not repairable so he was recommending a replacement fridge and that we would have to wait for it to go through the insurers. After waiting for some weeks I contacted the company to ask what was happening and was told that an email had been sent regarding the claim. The message had been sent to an email address the I do not use (John Lewis's Greenbee address).He was mumbling something about a cheque but didn't expand when i mentioned the fact that we used another email address so I didn't get the full gist the information. He asked for the email address that I used and i assumed he would resend the message but NO, instead today we have received cheque fo £499 ( cost of the original fridge). My policy states that, "If your product is uneconomical to repair, we will provide you with a replacement of the same make and model. Where the same make and model is not available, the replacement will be of a similar specification", The exact model that we have is no longer available however, it has been superseded by another of the exact dimension and appearance but the bottom shelf arrangement has been modified. Here's the problem though, this current model costs £699. I contacted the insurers but the person I spoke to immediately went into a list of excuses why they wouldn't replace the fridge with said newer version. First he said the point in the policy should have an extra clause added saying .... he didn't actually finish what it should have said. Then he said it was because they can't give us the £699 fridge as it was obviously not of a similar spec'. Our old one is at least 5 yrs old so costs are bound to have increased in that time so I don't see that as a good enough reason to refuse our request. Then he said he couldn't send the extra £200 as I had accepted the £499 - the original person I spoke to had put in his records that I had accepted the offer of £499 so i pointed out that I had not received the offer so no way had I accepted it and furthermore, I was still waiting for the original offer to be resent to my correct email address! Finally I did point out that since it was one half of a side-by-side appliance it was ludicrous not to provide an exact match (If one is available) irrespective of any modifications that the passage of time has accrued in the current model. I would not be recommended this company. With our previous insurers our policy was a like for like replacement policy and this what we were buying into when we changed to John Lewis. Its no good people saying well its not actually John Lewis. Thats just loyalty speaking and I'm as loyal a devotee as the next man but john Lewis should not put their name to services which are at the very least second rate. They should keep a watchful eye on companies that they direct business to, or, stick to what they are good at - never knowingly being undersold! I shall be changing insurers at the renew date.”
Helpful Report
Posted 6 years ago
Top_shmoo
Unverified Reviewer
“Our central heating boiler stopped working. Called John Lewis who then said they'd transfer us to the team dealing with this. The line went silent and there was no transfer. In the end I killed the call. Nobody called back so I called JL again. After waiting ages on hold I was diverted again and kept waiting several minutes. Eventually CET Home emergencies picked-up. The CET call centre guy was hopeless - he really shouldn't be in a customer-facing role. Now after 2 hours of negligible progress I'm told to wait another 1.5 hours for a call-back from someone who might be able to help. Most unimpressed so far - will update”
Helpful Report
Posted 6 years ago
Anonymous
Verified Reviewer
“Just received our home insurance renewal letter with an annual increase of 22% and a statement saying "As you have been with us for a number of years you may be able to get the insurance cover you want at a better price if you shop around." An official John Lewis statement informing me how foolish I am to show them any loyalty!!!”
Helpful Report
Posted 6 years ago
Stephen
Verified Reviewer
“I received a competitive quote for home and contents insurance. The sales call for this asked if my home was unoccupied for more than 60 days consecutively (which it isn't). Having accepted and received the policy documentation, I saw that the policy is not valid if unoccupied for 60 days IN A YEAR. This feels like mis-selling to me. I cancelled immediately and have had to start all over again with finding alternative cover. Not what I expect of John Lewis (or any company).”
Helpful Report
Posted 6 years ago
Irene Lovelady
Unverified Reviewer
“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 7 years ago
Iain Macpherson
Verified Reviewer
“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 7 years ago
Janet Saunders ( Exor Iris Saunders)
Verified Reviewer
“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 7 years ago
Anonymous
Unverified Reviewer
“We have premium cover, my boiler broke down which is a combi so provides heating and hot water. Home emergency came the following day. Didn't repair it but said they would have to do a report. After five phone calls from me to them, I was told that the repair had to be authorised, this takes three days, then order the parts a further two and then allocated an engineer. This is working days, does not include weekends. So in total I would be without any heating or hot water in sub zero temperatures for over a week. After a lot of bouncing back and forth from CET to JL ( CET) the company that does their repairs. I told them that I was getting my own plumber to fix the problem. This took me a few hours and the plumber is coming today. JL have agreed to reimburse the cost. So overall my first experience with JL insurance hasn't been a good one.”
Helpful Report
Posted 7 years ago
Anonymous
Unverified Reviewer
“We have premium cover, my boiler broke down which is a combi so provides heating and hot water. Home emergency came the following day. Didn't repair it but said they would have to do a report. After five phone calls from me to them, I was told that the repair had to be authorised, this takes three days, then order the parts a further two and then allocated an engineer. This is working days, does not include weekends. So in total I would be without any heating or hot water in sub zero temperatures for over a week. After a lot of bouncing back and forth from CET to JL ( CET) the company that does their repairs. I told them that I was getting my own plumber to fix the problem. This took me a few hours and the plumber is coming today. JL have agreed to reimburse the cost. So overall my first experience with JL insurance hasn't been a good one.”
Helpful Report
Posted 7 years ago
Susie Sunshine
Unverified Reviewer
“Car insurance; I asked for a paper copy of the policy since it was very many pages and I didn't have a printer at the time. Didn't arrive. Called again to be met by laughter; 'We have a copy somewhere in the office ....' . didn't arrive. Had a break down- the exhaust suddenly fell off at one end, of course I had no details of the break down cover, included in the insurance, in the car. So I had to get an emergency mechanic out at my own cost. I called to complain but got nowhere so cancelled and the rep 'stiffed me' giving me only a very small portion of the annual cost after two months' insurance. called again [4th call] and was told that was a miscalculation and was sent the correct amount. NEVER AGAIN.”
Helpful Report
Posted 7 years ago
A D
Verified Reviewer
“Have John Lewis Home Insurance 'Premier' Policy, and have (for the first time ever) had to make a Claim on our Home Insurance due to a bathroom leak and subsequent water ingress/damage to flooring/floorboards, bathroom fixtures, and ceilings below. This Claim was made 6 plus weeks ago: still no work has commenced as yet, but it has been a catalogue of poor communication, conflicting information, numerous different contractors involved, and still differing advice and information even today. Complaints to the Insurance company (RSA) dont appear to get anywhere, and the only way forward so far has been a formal complaint direct to John Lewis Head Office. And all this before the work even starts. Not a good start or experience so far. We expected better from John Lewis.”
Helpful Report
Posted 7 years ago
Anonymous
Verified Buyer
“I have had John Lewis 'Premier Select' cover for 5 years. We were burgled 4 years ago and John Lewis Insurance was amazing, money was in our bank account 2 days later. HOWEVER since then they seemed to have changed their provider to RSA. On Saturday morning we had no central heating so called John Lewis insurance as our cover includes home emergency. Somebody came out within 2 hours and got the central heating working - brilliant. We then realised we had no hot water so called them back and they said we needed a new valve and this was a common problem. By 4pm Monday I still hadn't heard back from them and when I called was told they were just waiting to book the engineer. 10.30am Tuesday still heard nothing so called again and was told that a part has been ordered and may take 3 days! The issue seems to be that the agreement John Lewis have with their Home Emergency contractors is a 3 working day turnaround - so not really emergency cover at all. I would have been better calling a heating engineer myself on Monday morning as it now means we are likely to be without hot water for at least 5 days!! To my mind this insurance is just a very expensive con and I will not be renewing it!”
Helpful Report
Posted 7 years ago
Anonymous
Verified Buyer
“Car insurance increased by 25% ! John Lewis inform me this is because of the bad weather last winter ( it snowed one week) bu it wasn't so bad that Waitrose couldn't deliver the weekly shop. I'll have to use ASDA to cut back and the dog will have to go.”
Helpful Report
Posted 7 years ago
Anonymous
Verified Reviewer
“Following a flood 7 weeks ago my initial loss adjuster failed to get anything moving, no emergency overnight stay, we had no power in the house for over 24 hours, it took 6 weeks for the humidifiers to arrive to dry the floor and 7 weeks for my damp floors to be lifted, I did put this in writing, but apparently no one has seen my letter, I have a new loss adjuster who appears to be very efficient, but the past 7 weeks have been terrible, I hoped JL would respond to my letter with an apology at least, I'm confident things will get moving now, but it's been a very difficut time as my son suffers from very acute ashma.”
Helpful Report
Posted 7 years ago
David Bolton
Verified Reviewer
“I bought this insurance as it appeared to be right for my needs. I tried to make a claim, 3 years in, on a wall that had collapsed. I have never had so much frustration over a simple thing. I got through to the claims dept and they had a NO answer for every item mentioned, it was a very irritating, professional 'no' sayer. ( With one of those voices designed to make you irritated.). In reality, this insurance is not fit for purpose, they may be okay on the buying and what they supply, but when it comes to making a claim, be very wary. Don't know who the supplier is, but they are not fit to trade under the John Lewis name.”
Helpful Report
Posted 8 years ago
Anon
Unverified Reviewer
“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.”
Helpful Report
Posted 8 years ago
Hemant Sheth
Unverified Reviewer
“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.”
Helpful Report
Posted 8 years ago
Anonymous
Verified Buyer
“They do not believe what you put on the web site when you fill in your details and you have to make endless calls to put right.”
Helpful Report
(Car Insurance) - Posted 8 years ago
Anonymous
Verified Reviewer
“Utterly appalling! Don't waste your money with this company. They are hopeless at communicating with their customers and the company they use to carry out repairs try at every turn to wriggle out of their obligations. They took down a wall mounted 65" tv (bought for nearly £1000) and smashed it beyond repair. Their response? "We're not responsible. Read the small print in your contract." And then blamed ME for the breakage! They offered £100 "as a gesture of goodwill." The cheque was returned to them with the appropriate covering letter. The cherry on the top was one of their operatives told my partner to "F*** off" (a long story) but anyone who swears at the people who are paying his wages isn't welcome at our home. It took them more than 8 MONTHS to initially attend the damage to our property! Honestly, avoid anything to do with JL Insurance. When we raised a complaint they said we didn't have a case. We dumped the company and have self financed the remaining repairs. And the private contractors we engaged fixed everything within a couple of weeks and to perfection.”
Helpful Report
Posted 20 hours ago
Louise Gooderham
Unverified Reviewer
“I am giving John Lewis Home Insurance another bad review as people need to be aware of how awful they treat their customers. I’ve had a complaint with them for nearly a year which has been horrendous to get resolved. They finally made a decision at the start of March to compensate us and pay for damages their contractors made to our property but we are yet the get the money! This totals to over £6000 and I have chasing this for nearly two months! These last few months I have been calling or emailing them very few days only to be ignored lied to. I am disgusted how they treat their customers! This week I was told that our payment would be here by the end of the week but yet again there is nothing! I have been promised call backs that have never happened am getting no where with them. John Lewis has a reputation for going above and beyond for their customers but this couldn’t be further from the truth. They constantly make false promises which is horrendous customer service! Please do not use this provider.”
Helpful Report
Posted 5 days ago
John Lewis Insurance is rated 1.7 based on 406 reviews
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