John Lewis Insurance Reviews

Name: John Lewis Insurance
Rating: 1.68

1.7 Rating 419 Reviews

16 %

of reviewers recommend John Lewis Insurance

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1.7

Based on 419 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

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“My car was hit by a driver who crossed a double white line as we were passing and hit us on the driver's door. The driver said she had arthritis in her neck and could not turn her head to look. She said her car was OK [ my husband had to point out that her offside headlamp was hanging out and a wing was badly damaged]. I have contacted John Lewis Ins. repeatedly relaying to this to them but 5 months later they still have not actioned a claim against this woman but they did not hesitate to hike our insurance up drastically. Don't touch this company with a bargepole.”

Helpful Report

Posted 1 year 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 !”

Helpful Report

Posted 1 year ago

“If you need to phone them make sure your phone is fully charged as you will be waiting a long time. Customer service and communication is very poor”

Helpful Report

Posted 1 year 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”

Helpful Report

Posted 1 year ago

“This company will harass and bully you once you are a customer, I did buy my car insurance policy based on the name John Lewis but I am so disappointed with their shocking behaviour, I most certainly will not be renewing with them”

Helpful Report

Posted 1 year 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.”

Helpful Report

Posted 1 year ago

“I am trying to make a claim. Have got through to the phone line, only to be told that as it is out if hours I should claim online. I asked that as he is the out of hours claims handler, why could he not take my claim details and someone get back to me the next day? He was so very persistent in advising me to claim online. Telling me it was simple! I have since then tried to claim online without success. There does not seem to be an online claim form available. This is frankly unacceptable. I expect better from John Lewis. I will not renew when this policy and my building policy lapses”

Helpful Report

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.”

Helpful Report

Posted 1 year ago

“I am a frail elderly isolated woman. This week my boiler broke and I had no hot water or heating. Talking to customer service was disgusting. I was told that it would take two (2) days to send some one out .Although he had my policy number he said it would take 20 minutes to go through every item listed. So upset I rang off half way through the interrogation! I eventually found a plumber who fixed the problem. Why should I pay When I have Insurance. I shall be taking this complaint further!”

Helpful Report

Posted 1 year ago

“Never able to get hold of anyone on the phone, takes ages so stressful, and eventually we find out building insurance isn't covered in our building insurance policy???”

Helpful Report

Posted 1 year ago

“Having read the comments below my experience is exactly as theirs. No quote because I refused marketing information - is a renewal quote marketing? Tried to ring through on the number given - fat chance of any contact. Tried on line but told I couldn't be processed on line this year and need to talk to an agent - guess what? Chat line unable to answer my query although I had been referred to them because I had made a claim in 2018 - think it was for £130 - isn't this what home insurance is for? Used to be a really good company and policy - pity...”

Helpful Report

Posted 1 year ago

“I received my renewal document but with no premium quoted as I had declined direct marketing (? I didn't think this was marketing). I was directed to look at the quote online, which I tried to do but it "could not be dealt with online". I then spent 30 mins on hold to the call centre, gave up, did the same again later in the day , again with no joy, then read these reviews. This used to be a very customer focused service, which I was happy to pay a premium for, but without the service...I have just renewed elsewhere”

Helpful Report

Posted 1 year ago

“Initially called to lapse my policy, spoke to a fabulous agent who tended to all my needs.. all renewed even though more than £100 dearer. Meg is an absolute asset to your company .”

Helpful Report

Posted 1 year ago

“John Lewis home insurance is now so very bad I called to claim for my front door lock to be fixed. Something that is covered by my insurance in the past and have used Only to be told by a rude person “we don’t cover locks” since when Horrible service Just horrible”

Helpful Report

Posted 2 years ago

“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 .”

Helpful Report

Posted 2 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.”

Helpful Report

Posted 2 years ago

“We received our automatic annual renewal offer and were happy with it, so we decided to let the renewal go ahead. Then on the morning of the renewal day, we received an email saying that our policy was cancelled.! We got on the phone we them only to find out the reps were clueless, and no one was able to give us an explanation, but we lost our quote and the policy altogether. Then they said that we would need to apply again, for which we were happy to do so, but they blamed "system problems" and asked us to call the following day again. So the next day, we called them only to find ourselves in a similar situation, clueless reps, and this time they just told us that they cannot offer insurance to us anymore. ???? Never Again.”

Helpful Report

Posted 2 years ago

“Have now telephoned JL Insurance 11 times over the last few weeks and yet to actually speak to anyone. Been held in a queue for varying times between 15 and 48 minutes without success. Always get the recorded voice saying all agents are busy and my call will be answered shortly - but it never is. Have emailed and just told to keep trying as they are “too busy to call back”. Dreadful customer service.”

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Posted 2 years ago

“I set up H&C insurance with JLP - at the time they wouldn't let me set up a Direct Debit and insisted on a debit card. My debit card expired and I was sent a new one. Because it's the only bill I had to pay this way - I didn't think to to inform them I had a new card. I received one text from them - that looked like a scam. When I contacted them to ask why payments hadn't been taken - they told me my policy had been cancelled. I had no correspondence to tell me this - so I was unknowingly not insured. What a ridiculous and un-customer-friendly method to do business. Debit cards are easily lost and replaced, they expire periodically and customers are expected to contact JLP to let them know every time. I have since taken out new insurance, payable by Direct Debit and considerably cheaper that my JLP insurance. Very disappointing.”

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Posted 2 years ago

“Had car insurance with JL for a few years now, fortunately never had to claim, annual renewal just come up and, as per the instructions in the renewal letter, I have called to renew. No one answers the phone, have called 4 separate times on different days and times and held on for 15mins each time, nothing but recorded messages and music. I'm trying to give them hundreds of pounds and they don't answer the phone. If this is the service on renewal then I'd hate to go through a claim. Truly dreadful. Have now given up and looking at alternatives insurers. JL are not what they used to be, reputation shot.”

Helpful Report

Posted 2 years ago

John Lewis Insurance is rated 1.7 based on 419 reviews