John Lewis Insurance Reviews

Name: John Lewis Insurance
Rating: 1.67

1.7 Rating 427 Reviews

15 %

of reviewers recommend John Lewis Insurance

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1.7

Based on 427 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

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

“Three separate calls made to establish whether policy purchased was valid. Two completely different answers and one call put on hold and not answered. I’ve paid £300 and am none the wiser as to whether I’m covered. How do I find out? No easy way to find out who to complain to.”

Helpful Report

Posted 4 years ago

“The saying you are only insured until you make a claim is so true with John Lewis home insurance. Despite having an independent builders report they did not pay for storm damaged roof repairs. John Lewis had an assessor around for 10 mins taking photos from the ground with a selfie stick. Despite giving clear evidence that the big storms had caused this , they took the 10 min assessment. Will not be renewing and I would not recommend - beware !!!”

Helpful Report

Posted 4 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.”

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Posted 4 years ago

“If I could give JL lower than this score I would. I have been on their Premier Home Insurance plan for a year. Within that period, they have attempted to pull out of my bank account, far more money than they should have - on at least two occasions. So, they pull out of your account what they want, then gain huge interest while you wait for your hard earned money to be returned back into your bank account...do not trust them! A very poor service.”

Helpful Report

Posted 4 years ago

“Abysmal service from this business, I purchased through a cashback site and over a year later John Lewis said they won't pay the cashback, I started the missing cashback process 27 Dec 2018. On 19 Mar 2019 after the cashback firm chased John Lewis Many times, they can back the reason for not paying cashback as [“terms and conditions were not used”.] however, I purchased online without a voucher code and met all terms and conditions. Then 25 Mar 2020 after much chasing from the cashback company they came back with [“We will be standing by the original resolution”], if it takes this long to answer a query [A year!] about a £30 then I wouldn't hold my breath if I ever had to make a claim.”

Helpful Report

Posted 4 years ago

“I joined John Lewis Premier Insurance 2 years ago on the recommendation of a friend. I had been with my previous company for 10 years and never made a claim. John Lewis set my no claims discount at 9 years as they stated that was the maximum they allowed. At the start of year 2 they put my premium up by 14% and despite not making any claims they reduced the no claims discount from 9 to 5 years. They also dropped the personal possessions limit from £3000 to £1838 and the single item limit to a similar amount. These new lower limits conflict directly with the published minimum limits for their Premier Insurance. Apart from the price increase I was not informed about the other changes which I spotted in my new policy schedule which I received after the 14 day grace period and after they had taken the payment. They refused to give a reason why they had reduced my no years claims bonus and also declined to correct it. When I rang to cancel my policy - this method is clearly stated in the policy's terms and conditions said it must be in writing. They tried to give me the hard sell stating needed to transfer onto their Specialist insurance to be covered and when I declined became aggressive and rude. My time with them is at an end and strongly recommend that you do not join them.”

Helpful Report

Posted 4 years ago

“Phoned the John Lewis Legal Advice line for some advice about some UPVC windows I had fitted. Only for them to be wrongly advise me Under the Consumers Rights Act 2015. They took no responsibility for incorrectly advising me even though they admitted the advise given to me at the time was incorrect. I ended up having to fund my legal claim myself by instructing my own solicitor. Once they found out I was taking the case to court using my own funds. They then decided to review my evidence - all over again. After a long protracted review, they decided they were prepared to fund my case providing I accepted certain terms and conditions. By this stage it wasn't worth it, so i continued with my own solicitor. I won the case and got a full refund for the windows and all my legal expenses back. A lesson to all of you. Even with overwhelming evidence John Lewis legal advisers will do everything to worm their way out of supporting your claim. Their legal advisers are a complete waste of time, bias and lack the professionalism you would expect for John Lewis.”

Helpful Report

Posted 4 years ago

“Smooth transaction to complete the purchase and opted for their Premium cover (despite it being almost £200 more than other providers' quotes. My roof then started to leak after the recent storms we had in March. I made a claim and it was decided they would send out an emergency roofer to prevent further damage. He arrived two days later! Once he inspected the roof he advised there was nothing he could do and that I should just keep the bucket I had put in place where it was to prevent the bedroom below being ruined. Not great, but I accepted it. I then waited two weeks for an inspection, at which point I was told that the roof felt was leaking which was NOT covered. His advice... to not store things in the loft when there is bad weather. WTF? What about the bucket I have in place to prevent serious damage to the bedroom? That's just normal is it? This is the sort of response I would expect from a claim-dodging budget insurer, but not Premium John Lewis! I would have been better off not having house insurance and instead putting that money towards have the storm damage repaired. Absolute joke.”

Helpful Report

Posted 5 years ago

“John Lewis Home Insurance, an absolute dishonest establishment. They have a clear mind set and intent not to repay or avoid claims at any cost. That is their set motive as I have experienced in making my first claim. Their policy wordings are deceptive and tricky. In one section it would state that you are covered and yet, you are not. Simply dodgy. They, as stated are "prepared* NOT to accept your claim. I would never stay with JL after this. Their premiums are high and one would expect quality service from them, but unfortunately its the worst I've ever seen. I regret being with them.”

Helpful Report

Posted 5 years ago

“I could rate as zero stars I would. Took the policy with extra cover, was £100 more than my old policy, but had £50 voucher offer. No voucher sent. So will cancel, and take it up with the Ombudsman. Joke, will never shop in JL again, or Waitrose.”

Helpful Report

Posted 5 years ago

“ABYSMAL. It's a shame that 1 star is the lowest rating offered as they don't deserve 1 star, a -10 star rating is closee to the mark. I agree with other reviewers here about JOHN LEWIS' EXTREMELY POOR SERVICE. JL's policy states "they aim to resolve complaints within 1 business day". A week on and we are still no further forward. They also say they will call back within 24 hrs, I'm still waiting for a call and only a couple of hours to go, what are they waiting for, 23 hrs and 59 mins to elapse before they can manage to pick up the phone to an existing customer with a complaint about a declined claim? We've also engaged (at our own expense) a chartered structural engineer to support our appeal against the declination of the claim and the John Lewis's assessor didn't bother to read it properly and wouldn't have a proper discussion with our structural engineer and left the claim as declined. Apparently the assessor had worked on a building site and "been working on the tools" and that gives him sufficient knowledge to completely ignore the report of a chartered structural engineer with a 1st class degree and over 30 years of experience. We are very distressed by the RUDE AND DISMISSIVE treatment of us and our claim BY JOHN LEWIS INSURANCE.”

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Posted 5 years ago

“Appalling custometr service, rude defensive argumemntative lack knowledge or any sort of empathy all in all useless. Fail to call back or provide updates, visits are from a bolton based company who cant even get providers correct and had me as being with RAC insurance. Could only come out during the day when most people are at work. Policy is worthless when it comes to making a claim and actually needing it. Emails ignored. Cancelled with imediate effect and gone elsewhere.”

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Posted 5 years ago

“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.”

Helpful Report

Posted 5 years ago

“Good policy, but totally cynical approach to pricing. Despite no claims and no changes to terms, premium increases in last 4 years are 10%, 19%, 15%,10%. A 64% increase over the period. Enough is enough -- I'm moving my home insurance & contents to a company that treats loyal customers fairly.”

Helpful Report

Posted 5 years ago

“Please do not use John Lewis contents insurance. They are terrible - repeatedly increasing the costs year on year by a considerable amount and with no increased services. The call centre are totally unhelpful and rude.”

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Posted 5 years ago

“John Lewis insurance is hiding clause in their policy. Max claim equal to actual claim. Another words: if you have to claim 2K but legal fee is not none this means you get only 2K cover and doesn't matter if you covered for 100K. That is fraught. We payed for 100K insurance cover. I want people be aware of this secret clause. Very upset. The time you think you protect yourself you actually ended up in problems.”

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Posted 5 years ago

“Absolutely great at taking your money but not at paying out for bone fide claims - a bush root smashed our sewer which was covered but not paid out. They use CET, look up their reviews. Very good at keeping you on hold and eternally ping ponging you between departments. I am not one to claim on insurance so have paid for several years insurance before finding out their true colours. Looks like it is ombudsman time. This is no way to run honest insurance.”

Helpful Report

Posted 5 years ago

“Incompetent, useless advisors , website and log in never works .. Mid sold me an expensive add-on and found out I wasn't even covered properly for the basics ! Look elsewhere if you want to feel protected.”

Helpful Report

Posted 5 years ago

“AVOID AT ALL COSTS. In the middle of a claim for a domestic oil leak which had been seeping from a pipe under the property. Grateful that the insurance covers it. I , female pensioner, have had to be re-homed whilst extensive work (e.g. digging out floors down to 1.5 m to remove contamination) is being carried out at the house which has been very stressful coming on top of a family death. However, the main issue is lack of communication from RSA. At every turn they (loss adjuster) will not respond regarding basic information ongoing information about the claim such as when interim payments will be made, whether my temporary lease needs to be extended and by how much at the time when I absolutely need the info to hold on to the rental etc. etc. Whilst I appreciate they may be very busy people, writing emails & phoning has no effect. Having seen other reviews, I believe this approach is deliberate and is certainly not ethical. It is making an already serious situation much, much worse and is impacting both my mental and physical health. Please avoid JL home insurance at all costs. Shame on both JL and RSA for their approach to customers who they presumably hope will become very ill or die so that they don't have to pay up. There are high quality surveys highlighting just how bad RSA are for home insurance and they have apparently said that they will improve. Sadly from my experience this is untrue. I have shopped at JL for many years, but, if I survive, I will now look to alternatives for anything I want to buy.”

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Posted 5 years ago

“I have a very simple, straightforward claim which has been dreadfully handled by John Lewis - I made my first complaint to them nearly 2 months ago now, and umpteen e mails from me and half a dozen phone calls I am jo further forwards. John Lewis. RSA and Be Valued you should all be ashamed of your collective and wilfull incompetence. Thankfully my claim ( my first in 6 years) is only for a replacement computer ( accidentally damaged) It has made me realize that I am paying premium prices for an abject service, and certainly wouldn’t rely on any of these companies for a more serious claim.”

Helpful Report

Posted 5 years ago

John Lewis Insurance is rated 1.7 based on 427 reviews