I have been with Lloyds for over 16 years. I was happy with Lloyds until I complained about their bank charges and others in 2020 which I was claiming back and now this mobile insurance claim!!! They use the algorithm method to calculate anything we complain about and it always works in their favour and not ours, so one does not receive a refund or payout for insurance. I have contents insurance which covers my mobile too [rather say should]. I bought my mobile in 2018 making it 3 years old and have recently cracked the screen and seems to work clearer on loudspeaker than normal call. I put in a claim to repair. A lady called me to ask questions. When did I notice this problem? - beg August. When was the screen broken? - 25 Aug. How was it broken - I noticed the crack on the side so not sure if I banged it although I must have for this to happen. No one uses my phone except me. She said, "okay so it's most probably old and may have parts that are worn so then it would not be covered because that happened before the cracked screen". [I mean when we take out these policies the life span of a gadget is not mentioned]. I was advised by her to take it to Samsung to get a report [that I must pay for]. I said, "I should pay Samsung for the report, which Lloyds may not pay for, and most probably cost me more than the phone is worth now". She then said sorry I am declining your claim. I asked why "she said because you don't know how exactly it was broken?" They ask you questions in a manipulative way to try and catch you out. Lloyds we are not all crooks you know!!! So when anyone leaves a positive review for Lloyds, please ensure you have successfully made a claim first. I am not happy with them at all.