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.