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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible service, I was given a quote on the 21st March that was valid for 30 days, I received email confirmation and pdfs. When I went to retrieve and pay for the quote on 23rd March, I was told there was an error in the system and all quotes from the previous week were invalid. I was told I would need to create a new quote which was almost double the price. They do not honor their quotes and did not offer any good will, I would steer clear of the John Lewis insurance.”

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Posted 8 months ago

“An utterly toxic disgrace from start to finish - except that, SEVEN WEEKS after registering my claim, it is not finished. Having written 1 March for payment of outstanding VAT I have resent the same email around 16 times, and had not one reply as of 5pm 15 March. And, having been a huge fan of Waitrose in previous years, it is staggering and tragic to see how quickly a once loved British institution has been dragged into the gutter. Absymal phone queues with drivel about 'exceptionally high call volumes' (AKA chronic understaffing; something is not exceptional if it happens all the time), and incompetence and wasted time at almost every single stage of this process. If you suffer home damage, expect JL Insurance to be by far the most stressful and toxic part of the whole experience. In a sane country, a company with 1.7 of 5 for its last years near 400 reviews would simply not be allowed to keep trading. If possible, I would rate as minus 1. Avoid like the plague.”

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Posted 8 months ago

“waited 3 minutes for the call to give me a load of policy wording and then waited 43 mins and no one answered. POOR SERVICE!”

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Posted 8 months ago

“My mother died last week, her house insured by JL. Phoned to tell them. Unlike everyone else they don't have a bereavement line, you just call like everyone else. Got through after 3 mins of blah blah caveats and the agent is clearly caught off guard to be told his customer has died. I got a follow up email addressed to Kevin when I'd told him my name is Keith, I even spelled it, and they had cc'ed my mother's email address...b,b,but I told you she has died, she won't be reading her emails. After the JL credit card debacle I didn't think it could get any worse, but JL have proven otherwise.”

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Posted 9 months ago

“I would advise anyone who is looking at John Lewis for home insurance, to avoid this company like the Plague. This Company is the most disgusting company ever. Please allow me to elaborate. 1. If you buy John Lewis Home insurance, they immediately transfer your insurance to third party company. 2. All the contact numbers listed on the Internet, are third party companies. If you request copies of old policies to prove you had insurance from a number of years ago. "Legal Cover". Please do not expect to ring any number direct for John Lewis. This is impossible. 3. If you phone a third party for previous documents, you will be refused as they are not the Policy holder, "John Lewis is", but you cannot contact them. 4. You pay for a service for Home insurance that John Lewis, should provide, but they do not. They take your money and then hand your details to a third party company. Please do not touch this company, they are an absolute disgrace.”

Helpful Report

Posted 9 months ago

“We were going on holiday and the car was packed and as I went to lock the front door the key got jammed in the lock. That was around 7pm and a locksmith didn't arrive until after 11pm. We were locked out of our house at night with young children and didn't get back into our house until nearly 1am! The lady on the phone was rude and unhelpful and made the most minimal of effort, even though I said I had young children and needed to get them to bed. As a result, our children were forced to sleep on the patio for 6 hours 🤬 When the locksmith arrived, he was horrified (his word) that we hadn't been prioritised and that we most definitely should have been because 1. we were locked out of our house with no means of reentry and 2. we had small children. He said it was a disgrace. He's right.”

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Posted 10 months ago

“Made numerous phone calls to try and add another person to our cover. Each time waited on hold for up to 1 hour with nobody answering the phone. Can’t even get through to cancel them. They said email replies take 3 working days. Pointless to us now on a Thursday when we need coverage on Monday. They haven’t sent me a renewal form despite needing to renew in two weeks either. Does not do service to the brand at all. Absolutely pathetic service. Needless to say we shall not be isi f them again.”

Helpful Report

Posted 10 months ago

“The worst Customer Service I have ever experienced. What would happen if you had a claim. Shocking.”

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Posted 1 year ago

“I'm covered by John lewis emergency insurance. I phoned on the Sunday and my claim was accepted with a claim no. On Monday at 8am a man arrived saw the problem, took photo and said he would send report straight away. After phoning all week I asked is anyone coming. The answer was I wasn't covered. I then got a text saying thank you for allowing us to carry out a repair at your property ,please give feedback. I did!!!”

Helpful Report

Posted 1 year ago

“Still no forward. Had a phone call Friday, saying I would have an email. The attachment on the email, we cannot open. Called up to explain this…told can only speak to Selina, who is on annual leave for 2 weeks. We have no answers yet again. Sent a quote, of which we have no clear answer to. We have accommodation which needs to be booked and paid for. We have pets boarding which needs to be paid for. Was told payments would be sent, but had no payment remittance emails so looks like another lie. Have no choice but to instruct our solicitor to proceed further as we are just been given the run around. 4th october we was informed builders left our home. It is now 19th November and still no works on our home and answers to anything. Absolutely appalling is an understatement. Date of experience: 04 October 2023”

Helpful Report

Posted 1 year ago

“just had my house and contents insurance renewal made no claims and the renewal quote has gone from £690 to £1200!!!! How can that be justified???”

Helpful Report

Posted 1 year ago

“Without a doubt, the worst insurance company on the market! Appalling customer service, criminally high premiums compared with other companies, you would need your brains tested to give your custom to John Lewis. Frankly, I suspect that the whole John Lewis group is about to nose-dive into oblivion, and good riddance. Have just transferred house insurance to another company and for the same cover, our monthly premium has dropped by 25%. This is a genuine, unsolicited, review and my earnest advice is not to touch John Lewis Insurance with a bargepole.”

Helpful Report

Posted 1 year ago

“John Lewis Premium House and Contents Insurance. After another year of no claim my insurance renewal cost rose by over 45%...... Yes 45%. Their underwriters that you have never heard of get very low ratings on Trustpilot. .. No wonder John Lewis have problems apart from an appalling CEO who has no retail background. ....it shows !!”

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Posted 1 year ago

“My home insurance was set to renew automatically. I was notified overnight that they could not take the card payment. Less than 12 hours later, on a Sunday when they are closed, they cancelled my home insurance buildings cover with immediate effect. I was left with no cover with no notice. I could have lost everything if the worst had happened when I had no insurance. I would have been able to sort it out the next day. Totally rubbish.”

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Posted 1 year ago

“I have been with JL insurance for 2 years in a row and last renewal quote went from £550 to £980, say no more, they obviously don't want/like loyal customers / drivers that pay and don't claim...”

Helpful Report

Posted 1 year ago

“My car insurance last year was £460. This years renewal is £770 . I have had no claims and not even a speeding ticket ! Ridiculous. Now found another company with five star reviews and better cover for £550”

Helpful Report

Posted 1 year ago

“Loss Adjuster Sedgwick UK Overview Reviews About Sedgwick UK Reviews 1,341 • Poor TrustScore 2 out of 5 2.2 VERIFIED COMPANY In the Loss Adjuster category www.sedg wick.com Company activity See all Claimed profile Asks for reviews — positive or negative Pays for extra features Replied to 95% of negative reviews Replies to negative reviews in < 1 week Reviews 2.2 1,341 total 5-star 16% 4-star 3% 3-star 1% 2-star 2% 1-star 78% Your review is pending.Read more Very upset family 0 reviews Rated 1 out of 5 stars Extremely upset Our home insurance is with John Lewis. Sedgwick instructed builders to rectify my home, after escape of water. The builders completely stripped out all the flooring in the living room, bedroom, hallway. Taken out the electric shower, leaving live wires exposed. Dismantled built in, custom made furniture. Stripped out the complete bathroom, flooring and wall tiles and decided to not continue with the work - rendered our home an unsafe construction site. I have repeatedly asked, begged for them to instruct builders to finish the works so we can move back home. I have been given a list of nonsense excuses. We now have no choice but to contact the solicitor who dictated the letter of complaint again to intervene. Feeling extremely stressed and exasperated by all this. I can’t believe that John Lewis, with its fantastic reputation and the premium I pay for our home insurance policy allow companies like this to operate under their brand. We are not asking for anything extra ordinary, just for our home to be finished so we can move back in and enjoy our home as we did prior to the leak! I cannot put into words the stress and upset this is causing- especially to our daughter who is vulnerable with her health condition and special Needs.”

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Posted 1 year ago

“I have to say, that it seems all big companies cannot be trusted for loyalty. in one year John Lewis increased their car insurance from £438 to £667 and could not give us a good reason for the increase. inflation is running at 10% but they have the audacity to increase car insurance by 54% no wonder people drive with no insurance. over 15 years no claims. this means nothing now.”

Helpful Report

Posted 1 year ago

“I have insurance with John Lewis since last nearly 20 yrs.Was very happy.Last year John Lewis changed their insurer from RSA to Sedgwick. I am sorry to say that Sedgwick are most difficult company to put in claims.I reported a leak from roof into my bathroom, sent the pictures in Dec.22 and asked for temporary repair under emergency cover. The roofer came and informed that no emergency it is wear and tear.Emergency cover is emergency-wear and tear does not matter-however their surveyor came after 4 months to see the leak.Looked at the bathroom celling went back and confirmed it is wear and tear.All these time water continued to damage the celling and may be joist. I had roof put in new cost me £4000.00 and roofer informed me that the leak was due to vent pipe that had possibly loose felt.I informed the Sedgwick about it and asked them to reconsider the claim. SO new roof advised by Sedgwick,misdiagnosed ,that cost me £4000.00. I informed Sedgwick .They want to know now where was the leak how did it happened and what leaked.It is 8 months still they want to know about the leak. I am very sorry for John Lewis. I like the firm and feel sorry that people will be leaving the John Lewis insurance. I had another claim due to my door not closing ,and locking. It happened at 11PM. I slept downstair on sofa as the door/house was not secured. Next day I called the John Lewis claims for emergency -I had not a single claim since 2011- Mr.Rayan argued that it is not emergency and he will send some one to help under home ins.policy and not emergency. I disagreed.However a locksmith came -very kind of you Mr.Ryan- and realigned the door. Mr.Ryan asked the locksmith to send me invoice as he said to the locksmith I have £500.00 to pay so £270 odd I should pay. I have had no access under emergency cover. Poor locksmith will not get paid and Mr.Ryan did not contact me just informed the locksmith to claim from me. Locksmith kept on ringing and sending E-mails . I feel this was wrong as Locksmith was sent by Sedgwick/John Lewis and they should sort the matter out.This was difficult time for me. I am 83 yrs old disable. Another example of insurance companies treatment of seniors. John Lewis CEO has to look into this insurance company for their choice, before they loose more customers.”

Helpful Report

Posted 1 year ago

“BE WARNED: JL HOME INSURANCE CLAIMS PROCESS IS NOT CUSTOMER FRIENDLY AND DOES NOT LIVE UP TO THE PERCEPTION OF THE JOHN LEWIS BRAND! I purchased Home Insurance from John Lewis in 2022, which was recently renewed. I took the "Add-Ons" of Premium Contents cover and Building cover, believing the online marketing which stated this would provide maximum cover for our belongings in the event of accidental damage. Last week my wife accidentally dropped her mobile phone when trying to open our front door. She took her phone to Apple, who inspected it and gave her a quote for repairs. All under £500. I knew our policy had a £250 excess so any claim would, in effect, be reduced by this amount. So, with this in mind, I went online to make a claim for accidental damage with John Lewis, and that is where the issues began. If you are expecting the traditional "no quibbles, customer-centric approach" from John Lewis, then you are in for disappointment. The online claims portal doesn't work. I tried many times to raise a claim online, and the portal (provided by a third party) just did not pick up my policy details and failed. So I picked up the phone and waited 30mins before speaking to someone. They explained a very straightforward process: 1) Send photos of the damaged phone, 2) Send details of the repaid quote from Apple, and 3) Send the original purchase receipt. I duly sent all these documents and photos in as instructed. The damage is very clear for anyone to see - it was not minor scratches, but a clearly broken glass back on the phone and one of the camera lenses smashed. The next day, as advised by JL, I called back to check on the status of my claim. I was then told there was a completely different process and that, actually, JL require inspection of all gadgets by their own third-party repair and replacement service provider - who they assured me over the phone was "fully authorised by Apple" and therefore, any repairs would not invalidate the warranty or reduce the value of the phone with Apple. However, I was now told this third party would have to arrange for the collection of my phone, send it to their centre for inspection, and then would make a decision on whether the phone could be repaired or whether that was not "economically viable". This is despite Apple already providing a written assessment that the phone could be repaired for a reasonable fee. Apparently, the JL third party is more adept than Apple at assessing repairs to their own products..... "How long will this take?" I ask - it could be up to a week before I hear whether the phone can be repaired. "What if they say it cannot be repaired?" - well they will recommend a "reasonable" replacement. "What is a reasonable replacement?" - a phone of equal value to the value the third party determines your phone is now worth. So, basically, the JL Home Insurance policy with Premium Contents Covers is no such thing when it comes to accidental damage. It is actually a repair and replacement service disguised as Insurance. It is a clever way of minimising the financial payout to you as a customer by getting a third party to undervalue your items, tell you repairs are not economically viable, and then offer you a cheap replacement which will cost them less than just paying out on the policy. As I say, be warned, taking out the policy is very simple - but when you come to claim, be under no illusion, the JL Home Insurance policy is just as awful in terms of customer service as many other policies that don't live up to the marketing hype or brand promise.”

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Posted 1 year ago

John Lewis Insurance is rated 1.7 based on 419 reviews