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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Poor communication! RSA shambollic! Loo leak and flooring, tiles and ceiling involved. Never able to speak to same person. Had a request for excess when already taken. Claim settled after insisting on own quotes. 1 month after leak still had call to see if we needed humidifiers to dry out Karndean flooring! Initatial visit from Renew said flooring needed to removed as soon as possible. After 2 more visits from drying people and building person who all said flooring needed to be removed we got it removed ourselves! Would never renew John Lewis. It is just a well known front name. First claim in 40 years! You never know until you try to claim”

Helpful Report

Posted 8 years ago

“Ridiculous jobsworth attitude over a necessary claim. Worst customer service ever! Awful terrible experience. I won't go into it in depth but I wouldn't touch them with a barge pole. You get questioned, interrogated and they put you through the mill. You are asked about claims over 5 years ago - you think what about if this was a really major claim and they were doing this to you telling you your insurance with them might not be valid because the amounts don't add up and thats the amount of the claim 5 years ago that you were given on leaving the initial insurers! John Lewis should check out prior claims with underwriters before they have taken your premiums for 10 months! Times have probably changed but Tesco used to be brilliant but we left due to it not having the right type of over. Oh yes the voucher offer that sometimes exists before taking out a policy - you will be lucky to ever receive it!, I hate John Lewis insurance! Very angry.”

Helpful Report

Posted 8 years ago

“With Home Insurance Plus I have to claim twice and it was declined both times! First, with personal possessions, even though I did pay for accidental damage, they decided they decided it wasn't covered as they didn't know for sure the cause of the damage. I have a report from the Apple Store stating that the cause was the fall, which I have mentioned to them over the phone. Ridiculous. Second, my fridge, broke down - I went ahead and bought a new one. They said that an specialist would have to come and see what cause the damage - now, do they really expect someone, nowadays, to a get a repairer to come (at your expense) and see what the damage is? This would probably take days, days which you'd have no fridge. The closest thing to a scam I've in terms of insurance - stay clear!”

Helpful Report

Posted 8 years ago

“Warning: Do not buy John Lewis insurance. We have Essential Cover John Lewis Home Insurance and Emergency Cover. We have a leak from shower trickling to the kitchen when we shower. They do NOT cover the leak because it's a mechanical fault. They'll be delighted to 'make good' the ceiling after we've fixed the job at our own expense. That's what our premiums are paying for! The many customer service people we spoke to are not at all helpful. 'You are insured, you aren't insured, we're shocked we can't help you etc!' They are underwritten by two companies CET and RSA. Initially it was passed to the wrong company. The left hand does not know what the right hand is doing. It turns out both companies are just as useless. We have no means to shower for a week because of this fault. John Lewis do NOT cover alternative accommodation in this instance. When you see excess of £250 on your policy for water leak you automatically assume you're covered for the remaining balance. When you see alternative accommodation of £10,000 on your policy you automatically assume you're covered for this. Apparently not. READ YOUR SMALL PRINT. You really are covered for VERY LITTLE WITH JOHN LEWIS HOME INSURANCE. HOWEVER, if I broke the pipe by accident they would have paid for everything. This is why honest customers get 'shafted'!!”

Helpful Report

Posted 8 years ago

“Very poor customer claim department. They didnot ask proper questions. They want me to prove that damage and will not send out surveryor. My toilet is sinking, damaged floorboard through a leak and they are trying to say that it is not covered . Even though I sent pictures. They are claiming if they send someone then if its is not covered by insurance then it is chargeable. No wonder , they do not ask for feedback. Never again. Not sure why which has voted them as one of the best insurance. They charges more than other insurance. Will not be renewing with them.”

Helpful Report

Posted 8 years ago

“If you are thinking of using John Lewis for your house insurance DON'T. We have had terrible trouble with them, we have water damage on our lounge ceiling and walls costing approximately £1,500 for repair (our first ever claim in 40 years). John Lewis will not pay out one penny. After much dispute, we are having to pay out for everything ourselves. DO NOT TOUCH THEM WITH A BARGE POLE!!”

Helpful Report

Posted 8 years ago

“Purchased a Premier Home Insurance policy based on reputation of John Lewis. Big mistake, the policy falls far short of more basic policies offered by other companies at a much cheaper price. Unfortunately I found out when I needed to make a claim so I would advise anyone who currently has a JL policy, of any sorts, to seriously read ALL the small print. JL do not seem to care, their customer service is extremely poor and as a result I would never use them again. I am not alone given the number of poor reviews currently online regarding John Lewis Insurance and I am amazed that they appear to be happy with providing such an incredibly bad product. John Lewis do deflect the issue in the direction of Royal Sun Alliance who underwrite their home insurance but I purchased through John Lewis and all the documents have John Lewis branding all over them. Be warned, avoid any JOHN LEWIS insurance product.”

Helpful Report

Posted 8 years ago

“After three years of paying home insurance with john lewis insurance i have now decided to cancel not renew as they dont offer value for money and service is non existent i shouldnt have chosen the name BIG REGRETs!!!”

Helpful Report

Posted 8 years ago

“Don't use Lewis home insurance the are just the front for RSA! RSA are the most incompetent company to deal with The lady assigned to my claim for flood damage was Victoria Lithgow and she is/was useless. There was no communication for two weeks I had to phone all the time. I have requested that someone else was assign ed to the claim. They do not communicate with the company's they employ to carry out the process. Three weeks in I have no work done no drying in place, we had to remove carpet, furniture etc. The black mold is creeping up the walls. Again I will have to phone MA Assist to see if they have received details from RSA for the rip out that shoutold happened over 24hrs ago not 4days latter. Please please please don't buy John Lewis insurance!!!!!!”

Helpful Report

Posted 8 years ago

“Was initially happy with my car insurance quote, I down graded my car half way through my policy and my payments went up £20 a month, an increase of 40%, I then changed my car once more back to something similar when I first took the policy and John lewis wanted an extra £80 for the remaining 7 weeks of my policy, so I cancelled 7 weeks shy of getting my full years no claim bonus at a cancellation fee of a whopping £81 which is a big difference to the supposed cancellation fee of £40 on their website. I have never made a claim or been convicted of any driving offences. If your thinking of changing your car before your policy ends, DO NOT USE JOHN LEWIS CAR INSURANCE.”

Helpful Report

Posted 8 years ago

“Have had some storm damage from storm Katie - well I thought that everything would be ok as we had a premium policy with John Lewis - how wrong could I be. The service has been terrible and the person they sent to check the damage equally so. They decided that the damage would be £233 pounds to correct - our builders estimate is for £700 pounds due to the need for scaffolding to go up the side of the building and go across to the apex of the roof. John Lewis have now settled the claim with £133 pounds although it was in dispute!!!!!! there surveyor from BVS believes that's the price for the job including scaffolding and remedy. This is a disgrace and we shall be not renewing with John Lewis and will go to Marks and Spencer. Shame on you John Lewis.”

Helpful Report

Posted 9 years ago

“I'm afraid the poor reviews seem to be a good guide to the service you'll receive if you make a claim under your John Lewis policy. This policy is "fronted" by John Lewis but when you come to make a claim you'll be dealing with RSA who are frankly dreadful. Still waiting for my major claim to be resolved....to add insult to injury my claim was due to structural damage caused by a 3rd party....unfortunately the 3rd party was also insured with RSA so my claim has now turned in to a circus.”

Helpful Report

Posted 9 years ago

“Purchased JL home insurance on 1/03/2016 and swiftly realised i had made a serious mistake. Like a previous reviewer I got two different quotes on line, the£20 JL gift vouchers promised never arrived and a customer call back never happened. When renewal is due, I will look elsewhere!!!”

Helpful Report

Posted 9 years ago

“I enquirer about John Lewis home insurance and despite ticking the box that requested no contact, they called me. If you cannot trust them in small matters, how can you trust with important matters. They have lost my trust for good.”

Helpful Report

Posted 9 years ago

“CET Home Emergency provider on behalf of John Lewis Managing Director Simon Hancox has walked out as he cant cope with all the lies and corruption CET tell their clients!!!”

Helpful Report

Posted 9 years ago

“I thought that the service would be good and although more expensive worth it. STOP. Don't make this mistake. I made a claim and the service was horrible. Multiple calls each time they said they hadn't received the information or we had submitted on an apple product and it had to be resent. This was true as the iPad had been amongst the products stolen !! Finally you get through to an outsourced claims management company who can give you their proposed replacements if you send cash for the excess. Personally I had already bought a laptop for my daughters studies during the 6 week wait. Worst insurance experience I have had . Shame on you John Lewis. Matt”

Helpful Report

Posted 9 years ago

“Calling the 'medical advice' line was treated like a claim, with a variety of questions regarding our last policy with our previous insurer(?), various small-print type dialogue we need to be wary of before making a claim, despite not making or wanting to make a claim. Was ultimately 'advised' to speak to the porter of the building we were staying in, to see where we can go for help with our nine month old baby. Unhelpful, unprofessional and have subsequently requested to cancel my policy. Save yourself at least half of what they will charge and go elsewhere. All insurers will offer the same type of aftercare and service. Just make sure you tailor the package to suit your needs.”

Helpful Report

Posted 9 years ago

“WOW. What an incredibly disappointing service from such a well respected brand. Except you don't deal with John Lewis at all. All claims are outsourced to some very unprofessional, customer unfriendly companies. I stopped my claim for a broken TV after 2.5 weeks of the TV being repaired, then being told it couldn't be repaired, and then being told it had been disregarded, and then being told it was being driven to London from Newcastle on Friday and oh, the van arrived but they'd forgotten to put the TV in the van, and so it went on. All in all 2.5 weeks without a TV and we now, after all of this, we have the broken TV back with us. I pulled out of the policy as I never want to go through that ever again. Shocking. And not a cheap policy either. What made it worse was no one apologised once. Eventually the complaints dept took over and someone said sorry - but too little way too late. Would not recommend at all.”

Helpful Report

Posted 9 years ago

“I switched to John lewis Home insurance in 2013 and been with them eversince without making a claim paying almost 380/year premium cover. Up until october 2015 never had any problems but when my boiler brokedown, had to call home emergency which took 2 days to reply but finally sent someone to have a look. Boiler was serviced regularly n was in good condition (only 5 years old). Two contractors came to fix it but in a little while I realized they had no idea what they were doing but I never said anything as I was desperate to have things fixed. After 3 hours of chating n wasting time, they said you have to have a power flush done before we can do anything. I called home emergency n was told it wasnt covered by insurance. Just to check how things were, I called a local certified boiler technician and was told the problem had nothing to do with power flush and they can fix it for less than 500 pound. Since my boiler cover mentions 1500 worth of fixing things, I had no choice but to get the power flush done. Once done, I contacted John Lewis Home emergency and notified its been done so please come and fix it. After 2 days, they replied that they've deemed our boiler Beyond economical repair without even looking at things. When asked, Home emergency customer service rejected to provide details as to why it was so expensive when only pump was suppose to be replaced. 4 months I kept fighting my case and finally had to get things done myself. I've cancelled home insurance with John lewis and will never recommend anyone to go through the same experience. John Lewis customer service is probably the worse when it comes to settling claims. Too many small prints and as long as you don't make a claim, they're happy to take your money but rejects to fix things when required. Aweful company, aweful customer service, I'd rather stay without insurance then going with John lewis! This is an honest review, please feel free to ask if you have questions.”

Helpful Report

Posted 9 years ago

“I have just recently switched to John Lewis Home Insurance and regret to say that they have not lived up to its reputation and this is the worst Insurance Company. A month ago, my husband and I noticed a leak coming from the ceiling and we contacted the Home Emergency Team. The plumber came I told him the leak was coming from the toilet bowl but all he did was to take some pictures and said the company will be contacting me for the cost of the repair as he saw no signs of water leaking from the toilet. He left without checking the toilet!!! A few days, I received a call from the Home Emergency Team quoting us £5,000 for the repair and the lady even suggested to us we should claim against our building insurance since it was to exceed £1,500. My husband and I were puzzle since, the plumber did not know the source of the leak, he did no work and any form of assessment and technically I could build a new bathroom with that money. We filed a formal complaint and we still have not heard from John Lewis Home Insurance. Unfortunately, I still have a leak in the bathroom and called the Home Emergency again as water was coming down. Another plumber came and he told me that I had to water-tight my shower area. Since this was not covered by the Home Emergency and I had pay £80 to have the silicon done up. A few weeks later, I noticed there was more leaks from the ceiling and another plumber came and this time round he suggested us to re-grout our shower area. Again this is not covered under Home Emergency and we paid £200 to have it re-grouted. The following week, my ceiling was still leaking and another plumber came and I insisted that it was coming from the toilet. YES, I was right all along and water was dripping from the connecting pipe. Again the plumber said the repair was not covered under Home emergency all he could do was to isolate the problem. I got my own plumber and the cost of the repairs amounted to £150. All in all, all the professional or so called experience plumbers that John Lewis sent to me, were not even able to identify a leak, so far I have spent about £400 to sort out the repair work myself. On top of that, I still have a hideous ceiling awaiting to be fixed which I blame on John Lewis’s incompetency. Of course, another £150 to be added to my bill. Switching to John Lewis Home Insurance is definitely an expensive mistake, most importantly, it has given me more grief than a peace of mind. Having a new born in the house, this does not help at all as I am constantly worrying if the leakage is spreading towards ceiling lightings. Disappointedly, John Lewis Home Insurance has neither protected or properly insured my family and property which is whole basis of home insurance.”

Helpful Report

Posted 9 years ago

John Lewis Insurance is rated 1.7 based on 433 reviews