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John Lewis Insurance Reviews

1.7 Rating 407 Reviews

16 %

of reviewers recommend John Lewis Insurance

Company Reviews

1.7

Based on 407 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 10th June 2021

Stefan Phillips

Anonymous

Anonymous // 01/01/2019

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

“Had a fall at home whilst carrying my laptop, resulting in irreparable damage. After the laptop was sent off to be examined, I then got passed to the Cotswold Group for claim fraud for several weeks. After again submitting evidence, the claim was processed In my favour, but I was then offered less than half the amount of the laptop, despite paying for a premium service, and noting a like for like replacement/new for old. Total rip off, expensive, made me feel like a criminal throughout, and then tried to fob me off with hardly any money. DO NOT PURCHASE JOHN LEWIS INSURANCE.”

Posted 4 years ago

“We have had John Lewis premium cover for years thinking that being a household name they would have good customer service. I tried to phone the claims department, pressed all the relevant buttons, listened to music for 10 minutes and was then cut off. I tried again and was connected to someone after 30 minutes to be told that the leak from from the roof which had damaged a wall couldn’t be claimed for because the wind in my area wasn’t strong enough on that date. I am beyond disappointed, we have paid John Lewis Insurance thousands of pounds over the years and my claim of a few hundred pounds has been rejected as they claim it was wear and tear that is the cause and not the subsequent rain. I only give one star because giving none isn’t an option.”

Posted 1 year ago

“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.”

Posted 8 years ago

“Loss Adjuster Sedgwick UK Overview Reviews About Sedgwick UK Reviews 1,341 • Poor TrustScore 2 out of 5 2.2 VERIFIED COMPANY In the Loss Adjuster category www.sedg wick.com Company activity See all Claimed profile Asks for reviews — positive or negative Pays for extra features Replied to 95% of negative reviews Replies to negative reviews in < 1 week Reviews 2.2 1,341 total 5-star 16% 4-star 3% 3-star 1% 2-star 2% 1-star 78% Your review is pending.Read more Very upset family 0 reviews Rated 1 out of 5 stars Extremely upset Our home insurance is with John Lewis. Sedgwick instructed builders to rectify my home, after escape of water. The builders completely stripped out all the flooring in the living room, bedroom, hallway. Taken out the electric shower, leaving live wires exposed. Dismantled built in, custom made furniture. Stripped out the complete bathroom, flooring and wall tiles and decided to not continue with the work - rendered our home an unsafe construction site. I have repeatedly asked, begged for them to instruct builders to finish the works so we can move back home. I have been given a list of nonsense excuses. We now have no choice but to contact the solicitor who dictated the letter of complaint again to intervene. Feeling extremely stressed and exasperated by all this. I can’t believe that John Lewis, with its fantastic reputation and the premium I pay for our home insurance policy allow companies like this to operate under their brand. We are not asking for anything extra ordinary, just for our home to be finished so we can move back in and enjoy our home as we did prior to the leak! I cannot put into words the stress and upset this is causing- especially to our daughter who is vulnerable with her health condition and special Needs.”

Posted 6 months ago

“I’ve had a water leak since January still waiting for John Lewis insurance The claim handler never call you back they get some idiot call Marcus who has no idea what he is talking about I called again today spoke to Tom I said can you please send me a email confirming that he had logged a complaint never received it they just lie . I’m really shocked at John Lewis , Sedgwick are terrible to deal with Will never use John Lewis again”

Posted 1 year ago

“Everything about John Lewis Insurance is absolutely appalling. They are trading on the JLP reputation under false pretences as they now operate with different underwriters and are, effectively, money-grabbing sharks. I have had to spend two hours on the phone trying to sort out a relatively simple matter, only to be told (with deep irony) that they are 'market leaders'. They are not - they are charlatans. If you do nothing else today, make sure that you avoid John Lewis Insurance like the plague, and tell all your friends and relatives to pass the word on.”

Posted 1 year ago

“Avoid this company by all means. I have had buildings and contents insurance from John Lewis Insurance for a few years now. It's not a cheap one and we originally took it out relying on some positive reviews. I really regret it. Dealing with JLI has been a nightmare. We have raised a couple of claims due to water ingress. An intimidating surveyor came around and dismissed the claims as not covered by our policy. We had to pay over £500 for an independent report which confirmed the surveyors conclusions were wrong. On the back of that we raised an internal complaint with JLI, and still have not heard back from them almost 3 months after. I had to take it to the financial ombudsman for review and waiting for the outcome. A couple of months we had to make another claim under our insurance policy. I personally spoke to at least 10 people explaining to each of them what our issue was and what we wanted to get from JLI. I spent hours on the phone and at some point broke into tears. Going through the home emergency with two young kids and having to deal with useless customer service of your insurance company was not fun. Eventually 3 months after I first spoke to them of the issue and 3 grand out of pocket I still have not heard from JLI. They don't return calls or emails. They never stick to their timeframes and any promises to revert to you are a simple puff. This company has caused us lots of anxiety and stress and i would very much recommend that you don't use them.”

Posted 2 years ago

“Rubbish. I an account holder of the JL credit card and shop regularly at their stores. I received a leaflet "Introducing a new type of home insurance", so I applied. I wasted an hour of my life filling in the application to be told that they couldn't insure me. No reason. No explanation. Absolutely useless!”

Posted 3 years ago

“Six years ago I purchased John Lewis home and buildings insurance and the premiums go up considerably each year despite no claims. This year I having received a quote for £540 pa decided to call it a day and go elsewhere. I chose John Lewis insurance as I thought even though it’s more expensive I felt reassured by the John Lewis reputation for customer service. Thank goodness I decided to leave as reading the nightmare reviews on here my feelings of reassurance were all an illusion. I spent about ten minutes on Confused website to get alternative quotes and was shocked that most of the quotes were half the price and even the more expensive ‘premier’ policy quotes were around £360. Do yourself a favour and spend ten minutes shopping around. It’s very sad that a once great brand puts its name on services that are so bad. I nearly bought some flowers from Waitrose florist website the other day again due to the brand name. The flowers looked amazing but it seemed very strange there were no customer reviews so I Googled reviews separately and they’re on an independent review website and they were truly awful...practically every single review a one star. Truly disappointing the company’s name is going down the drain.”

Posted 3 years ago

“I have been with John Lewis home insurance for many years. Tonight I wanted to add contents to my insurance. The advisor was rude, terrible at explaining, shouted at me and put the phone down. This is a terrible service. Awful.”

Posted 3 years ago

“Why one star? They don’t deserve it. After paying household insurance premiums for seven years I made a modest claim. What a complete shambles that was. JL/RSA don’t have one set of conditions: they have two and these are contradictory and confusing. They confused me and they certainly confused the staff. If John Lewis want to restore their tarnished image they should get rid of this bunch of incompetents.”

Posted 3 years ago

“My premium has increased by 16% this year, even though CPI is only 2.3% and RPI 3.2%. This is how JL rewards its loyal customers? They are no better than other companies that try this con trick. Don't buy their insurance!”

Posted 5 years ago

“Ha wouldn’t touch them with a barge poll!! There accredited tradesman flooded my home with sewage Boxing Day we still arnt home we’ve been in alternative accommodation ... the damage the company has caused has gone against me even though it was proved it was there accredited tradesman and all I got aoffered was £250... an insult ! They flooded it again .. we lost possessions that cannot be replaced ... I was sick of staying in the local premier inn so found a 2 bed house to rent to start off with and we stayed there ever since .. 5 of us has been a bit much and not once did they offer a like for like living arrangement ... we have a 5 bed.. And they have tripled the price of my policy ! Do not use !!!! Never ever in 16 years of having insurance have ever dealt with the idiots i have dealt with ! It’s like They Employ people that know nothing about what they are doing !”

Posted 5 years ago

“Tried to get away with an inflation busting increase renewal price of over 25% from the previous year, despite a claim never being made. Tried to justify it by saying they now take the number of bathrooms into account (which hasn't changed, it's still one). Not willing to negotiate on the price despite cheaper quotes for comparable coverage and that's how you lose business. Can't recommend, the price is simply not competitive any more.”

Posted 5 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!”

Posted 7 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.”

Posted 8 years ago

“BE WARNED: JL HOME INSURANCE CLAIMS PROCESS IS NOT CUSTOMER FRIENDLY AND DOES NOT LIVE UP TO THE PERCEPTION OF THE JOHN LEWIS BRAND! I purchased Home Insurance from John Lewis in 2022, which was recently renewed. I took the "Add-Ons" of Premium Contents cover and Building cover, believing the online marketing which stated this would provide maximum cover for our belongings in the event of accidental damage. Last week my wife accidentally dropped her mobile phone when trying to open our front door. She took her phone to Apple, who inspected it and gave her a quote for repairs. All under £500. I knew our policy had a £250 excess so any claim would, in effect, be reduced by this amount. So, with this in mind, I went online to make a claim for accidental damage with John Lewis, and that is where the issues began. If you are expecting the traditional "no quibbles, customer-centric approach" from John Lewis, then you are in for disappointment. The online claims portal doesn't work. I tried many times to raise a claim online, and the portal (provided by a third party) just did not pick up my policy details and failed. So I picked up the phone and waited 30mins before speaking to someone. They explained a very straightforward process: 1) Send photos of the damaged phone, 2) Send details of the repaid quote from Apple, and 3) Send the original purchase receipt. I duly sent all these documents and photos in as instructed. The damage is very clear for anyone to see - it was not minor scratches, but a clearly broken glass back on the phone and one of the camera lenses smashed. The next day, as advised by JL, I called back to check on the status of my claim. I was then told there was a completely different process and that, actually, JL require inspection of all gadgets by their own third-party repair and replacement service provider - who they assured me over the phone was "fully authorised by Apple" and therefore, any repairs would not invalidate the warranty or reduce the value of the phone with Apple. However, I was now told this third party would have to arrange for the collection of my phone, send it to their centre for inspection, and then would make a decision on whether the phone could be repaired or whether that was not "economically viable". This is despite Apple already providing a written assessment that the phone could be repaired for a reasonable fee. Apparently, the JL third party is more adept than Apple at assessing repairs to their own products..... "How long will this take?" I ask - it could be up to a week before I hear whether the phone can be repaired. "What if they say it cannot be repaired?" - well they will recommend a "reasonable" replacement. "What is a reasonable replacement?" - a phone of equal value to the value the third party determines your phone is now worth. So, basically, the JL Home Insurance policy with Premium Contents Covers is no such thing when it comes to accidental damage. It is actually a repair and replacement service disguised as Insurance. It is a clever way of minimising the financial payout to you as a customer by getting a third party to undervalue your items, tell you repairs are not economically viable, and then offer you a cheap replacement which will cost them less than just paying out on the policy. As I say, be warned, taking out the policy is very simple - but when you come to claim, be under no illusion, the JL Home Insurance policy is just as awful in terms of customer service as many other policies that don't live up to the marketing hype or brand promise.”

Posted 8 months ago

“They have changed underwriter to Great Lakes Insurance SE from Royal and Sun Alliance and we are very disappointed with their service after insuring our house them for years and years. Instead of posting a renewal reminder, they chose to use a defunct e mail address which I have not used in 6 years . I found this only by chance when I opened an old computer ( again not used for 6 months ) and was deleting the trash on it when I came on a reminder to renew by 1 February . Too late !! And when I phoned and asked to renew ,was told policy has expired and got a quote of £200 more then the renewal quote . Advise anyone to look elsewhere !”

Posted 11 months ago

“Have been with them over 12 years but since their change of team from RSA to Great Lakes (underwriters) they have been outrageously incompetent. My 90 year mum has a leak through her ceiling. Plumber said we need to invoke trace and access on policy to locate leak as seems pipe under floorboards. Phoned JL told by Alex who said she was a senior claims handler that tracing leak is not covered. I had policy in front of me which said trace and access is covered. But she was Adamant it is not covered. She was rude, unhelpful, very unprofessional as she was eating all the way through call. Then I phoned the no. In policy booklet to make a complaint. I was put through to Karen. She Told me they have no complaints department. She said she could not confirm cover but could only read what the policy book said! Put through to various people., over 3 hours. Eventually to Kieran Reilly who said he can deal with complaints. He Confirmed the policy was covered, but not an emergency and “will give Alex feedback” (so a senior advisor turning down a valid claim gets “feedback” rather than an investigation or disciplinary). He was very adamant that complaint should be closed. Meanwhile every time mum who needs water for her ventilator as she is in poor health, turn on sink or tub tap, water comes tho’ ceiling below. But JL don’t view this as an emergency. Absolutely appalling way to treat esp. the vulnerable.”

Posted 1 year ago

“If there were no stars they would get it, we have had a ceiling collapse damaging floors and furniture. They have been terrible at responding to any of my emails and now we have discovered that our policy does not cover any damage at all as the ceiling came down and damaged the floor. Apparently they dont cover old houses or houses that have had any sort of renovations as it causes wear and tear and not accidental damage . Dont use this company to insure your home.”

Posted 1 year ago

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John Lewis Insurance is rated 1.7 based on 407 reviews