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John Lewis Insurance Reviews

1.7 Rating 402 Reviews

16 %

of reviewers recommend John Lewis Insurance

Company Reviews

1.7

Based on 402 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: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Elderly widow, living alone. Moved house in summer, took out insurance on new property with JL. Fine but I hadn't a reminder to cancel old policy. Realised four months later it was still being paid. Long complicated process and calls but cancelled and this was confirmed, a month later saw money still leaving account, another difficult phone call. Now cancelled and last payment restored to my account but their lack of communication has cost me over £159. No customer care. When renewal date for policy on new / present home comes round I will cease policy , Customer care awful / used to be great, new Insurance group partner not helpful to JL reputation . Will be looking elsewhere .”

Posted 1 year ago

“The permium for our policy started off very reasonable and the policy was comprehensive but every year the policy increased and the policy benefits reduced”

Posted 2 years ago

“Had a simple water leak but took two visits from the call out team, after lots of phoning to get someone out. Inspection hole cut into kitchen ceiling and over a week later still no phone call to arrange fixing the hole not even a call to find out if it’s fixed or not. This has been the worst customer service experience I have ever had ... not what I expected from John Lewis who I normally would recommend to any one. Very disappointed... they just sent me a renewal as well! Don’t think so JL, sorry but another company will be getting my premium this time!”

Posted 3 years ago

“JL Home Insurance have the most appalling customer service, data protection and interpretation of FCA principles. 2 stars are given as a review? - 1 is my experience. Do not honour claims and inconsistently allow Assessors to become involved and not disabled friendly. Once our go to provider, but never again would I purchase from the brand.”

Posted 5 years ago

“For some unknown reason my insurance premium has jumped from the already expensive £296, (Its £150-£200 elsewhere, its only a small semi-detached) to £348, I've made no claims and my circumstances have not changed. I originally chose JL for their customer service and the fact they don't require inane levels of detail about what you need to be covered, does it really matter what type of lock you have on an upstairs window? I also assumed for the extra money, if the worst should happen and my house burned down after being struck by lighting or some such, I'd avoid all the horror stories you hear of being refused a claim due to not having declared you have a cat or something completely unrelated. I just cannot justify spending more and they are completely unwilling to budge without putting my excess up hundreds of pounds, the customer service rep was very polite and apologetic but simply blank refused to reduce my quote, saying to ring back later closer to my renewal no doubt hoping I'll just forget and auto-renew”

Posted 5 years ago

“More than 20% hike on house insurance in one year! No explanation (at least not one that made any sense.) This despite my having improved security at the house with new locks. Next year will make sure I leave enough time to shop around. And when a simple question was asked re definition of one of the terms, again explanation not clear..... Simply not good enough”

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

“I've insured with JL, using their Premier level Buildings and Contents insurance, for 4 years - and have just received my renewal for what would be a 5th year. Each time I have been sent a renewal premium it has increased way beyond inflation, and each time I have called them and they have either reduced it, or shown me a slightly different policy which has kept the premium roughly the same. A couple of years ago i simply went online, reapplied, and got the same policy for nearly £150.00 less than my renewal quote (there was one fairly minor difference, but nothing that should have justified a difference of £150). This year (2018) my combined buildings and contents premium has risen from £618 to £713 and when I called them I was told that "because your buildings premium has gone down by £9.00 that's why the contents premium has increased (by nearly £100). It was obvious the guy didn't know what he was talking about, and when i pressed him he muttered something about "we now have to take the number of bathrooms into consideration". At this point I gave up! At the very least they should provide some explanation on the renewal letter as to why the premium has jumped by so much; on principle I'm not paying a 15% increase when I haven't made a claim, and no other comprehensible reason for the increase has been provided. They did the same with my Pet insurance earlier this year - I saved over £100.00 by insuring elsewhere”

Posted 5 years ago

“Chaotic: website payment down. Documents saying the wrong thing. Demanded large increase in premium fore minor modification. Not impressed”

Posted 5 years ago

“I'm happy with the cover but my renewal premium leapt from £732 to £957 - over 30%. No explanation was provided. I have not claimed in almost 20 years. I contacted JL, waited in a call Queue for 27 minutes and then heard "I can appreciate that" ad nauseum. The first reason cited was IPT - which is only a tuiny factor - they then claimed increased postcode risk and flood events locally. They would not move on price.”

Posted 6 years ago

“The cover reads well, though I have yet to use it. My premium for Premier has just shot up by 30% in a single year from £732 to £957 PA! Having not made a claim on home insurance in 20 years, I don't appreciate being treated like a cash cow. I will be moving my policy as a result.”

Posted 6 years ago

“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.”

Posted 6 years ago

“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”

Posted 6 years ago

“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!!!”

Posted 6 years ago

“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).”

Posted 6 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.”

Posted 7 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.”

Posted 7 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.”

Posted 7 years ago

“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.”

Posted 7 years ago

“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.”

Posted 7 years ago

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John Lewis Insurance is rated 1.7 based on 402 reviews