Name: John Lewis Insurance
Rating: 1.67

“Passed my claim over to a 3rd party company, BeValued, who were completely useless. took nearly 2 weeks to sort out my claim, didnt receive any info on what was happening. Very poor service.”

Helpful Report

Posted 8 years ago

“We have john lewis insurance plus legal service, we contacted your legal dept regarding our neighbour having his guttering replace larger and deeper which means all the rainwater from his property is shooting across onto our property with the amount of rainwater we have had the rain has nowhere to go because our guttering is smaller and less deep so the water is over our back door shooting over the guttering we cannot get out of our back door when it rains because of the rainwater we have damp in our kitchen because of this.we contacted john lewis legal dept approx. Sept 2016 and they refused to take on the case, we are now left with torrential water coming over the guttering where our kitchen back door is damp in our kitchen a leak in our conservatory and john lewis insurance refused to help unless it was fullproof they would win, so I would not recommend John Lewis insurance to any-one and will not be renewing our insurance next year I will be writing to the chief exec and then going to the ombudsman”

Helpful Report

Posted 8 years ago

“Had both house and contents and car insurance with John Lewis. Both renewals came in at simply ridiculous quotes - over 25% increase in price despite having making no claims on any insurance policy for over a decade. Called them to be told that was the best price they could offer, despite telling them that every online quote was lower than theirs. Disgraceful service. Went with another insurer to buy equivalent/ better products and saved more than £200 on the car insurance and £220 on house and contents. Don't bother even trying to call to discuss with them.”

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Posted 8 years ago

“I need so much more than 10 characters!! unbeleivably poor service - 2 quotes - one fine the other randomly sent 3 working days prior to renewal with £250 increase - when I called no one seemed to have a clue. I had to make a claim last yr - it took 2.5 months ( my Tesco house insurance was amazing, no fuss, professional, honest - couldn't fault it. JLP - sometimes very polite - other times treated like a criminal - John Lewis trades on this reputation surely - suggest you get your act together”

Helpful Report

Posted 8 years ago

“Ridiculous renewal quote after no claims and dog still under 5 yet they want 50% more money!! Withdrawing ALL trade with this firm!!”

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Posted 8 years ago

“We are now almost two weeks without heating or hot water following our boiler leaking through the bathroom ceiling, through a winter period of sub zero temperatures. Despite having the John Lewis emergency cover and home insurance it has been a catalogue of incompetence and nothing happening with little communication because of engineers waiting for approval from the insurers and shoddy communication between all parties. We were seen on the day of the boiler breakdown (now 13 days ago) and then a different man came to fix the part 3 days later, but he then said the boiler needed two further parts which would be fixed two days later. My husband has, during all this, spent hours of time phoning the company and waiting in on the days they were meant to be here between 10am and either 1pm or 4pm. Five days later finally the original man arrived later than the time slot given and had the wrong parts with him! He couldn't go and change them locally but instead the whole approval process had to begin again before they could be changed. That evening we made a complaint to John Lewis and apart from the automatic 'you will hear from us shortly' response we heard nothing. That night in extremely cold conditions- the house by now was so cold - I slept in jogging bottoms, vest, top, fleece and two pairs of socks. We have three children two of whom are asthmatic and no hot water at all to shower/bath. So now four days on from then we are still no further forward. Today my husband spent even more hours on the phone to both John Lewis insurance - yes they should have responded to our complaint within 48 hours and apparently, according to the the insurers, a problem with the logging system at the engineers means that our job for today was not even logged! Incompetent, unreliable and an absolute joke is not harsh enough to truly describe the appalling service. The thought of an elderly or infirm person, or someone with a baby, being subjected to this service and treatment is both alarming and in humane. Do not get John Lewis Home Insurance - it is a joke!”

Helpful Report

Posted 8 years ago

“We are now almost two weeks without heating or hot water following our boiler leaking through the bathroom ceiling, through a winter period of sub zero temperatures. Despite having the John Lewis emergency cover and home insurance it has been a catalogue of incompetence and nothing happening with little communication because of engineers waiting for approval from the insurers and shoddy communication between all parties. We were seen on the day of the boiler breakdown (now 13 days ago) and then a different man came to fix the part 3 days later, but he then said the boiler needed two further parts which would be fixed two days later. My husband has, during all this, spent hours of time phoning the company and waiting in on the days they were meant to be here between 10am and either 1pm or 4pm. Five days later finally the original man arrived later than the time slot given and had the wrong parts with him! He couldn't go and change them locally but instead the whole approval process had to begin again before they could be changed. That evening we made a complaint to John Lewis and apart from the automatic 'you will hear from us shortly' response we heard nothing. That night in extremely cold conditions- the house by now was so cold - I slept in jogging bottoms, vest, top, fleece and two pairs of socks. We have three children two of whom are asthmatic and no hot water at all to shower/bath. So now four days on from then we are still no further forward. Today my husband spent even more hours on the phone to both John Lewis insurance - yes they should have responded to our complaint within 48 hours and apparently, according to the the insurers, a problem with the logging system at the engineers means that our job for today was not even logged! Incompetent, unreliable and an absolute joke is not harsh enough to truly describe the appalling service. The thought of an elderly or infirm person, or someone with a baby, being subjected to this service and treatment is both alarming and in humane. Do not get John Lewis Home Insurance - it is a joke!”

Helpful Report

Posted 8 years ago

“We are now almost two weeks without heating or hot water following our boiler leaking through the bathroom ceiling, through a winter period of sub zero temperatures. Despite having the John Lewis emergency cover and home insurance it has been a catalogue of incompetence and nothing happening with little communication because of engineers waiting for approval from the insurers and shoddy communication between all parties. We were seen on the day of the boiler breakdown (now 13 days ago) and then a different man came to fix the part 3 days later, but he then said the boiler needed two further parts which would be fixed two days later. My husband has, during all this, spent hours of time phoning the company and waiting in on the days they were meant to be here between 10am and either 1pm or 4pm. Five days later finally the original man arrived later than the time slot given and had the wrong parts with him! He couldn't go and change them locally but instead the whole approval process had to begin again before they could be changed. That evening we made a complaint to John Lewis and apart from the automatic 'you will hear from us shortly' response we heard nothing. That night in extremely cold conditions- the house by now was so cold - I slept in jogging bottoms, vest, top, fleece and two pairs of socks. We have three children two of whom are asthmatic and no hot water at all to shower/bath. So now four days on from then we are still no further forward. Today my husband spent even more hours on the phone to both John Lewis insurance - yes they should have responded to our complaint within 48 hours and apparently, according to the the insurers, a problem with the logging system at the engineers means that our job for today was not even logged! Incompetent, unreliable and an absolute joke is not harsh enough to truly describe the appalling service. The thought of an elderly or infirm person, or someone with a baby, being subjected to this service and treatment is both alarming and in humane. Do not get John Lewis Home Insurance - it is a joke!”

Helpful Report

Posted 8 years ago

“I took John Lewis Premier cover home insurance for my mother's property in 2015 before she passed away last year. The company were aware that I am her executor and remain living in the house until it is sold for probate and it was reinsured on that basis in 2016. We had a boiler breakdown with no hot water or heating and were referred to CET home emergency. They sent an engineer within 24 hours who assessed the problem and said it needed a new PCB. I had a call later that day to say the part might be obsolete and that they therefore wouldn't be able to help. Then I received notification by text and telephone call that the repair was going ahead with a date to be advised. Then I had another call to say the part was obsolete. In the meantime I had checked the part (PCB) myself and found it was widely available from authorised dealers across the country. I called to challenge the decision and then followed a process of negotiation which lasted several days. It emerged that they were trying to order a 'kit' which comprised of five parts and which true enough was discontinued. The manufacturer of my boiler advised me that all the parts formerly comprising the kit were separately available and it was most unlikely that all would be needed. After a week of stressful calls and a frustrating lack of progress it was agreed to send another engineer. He assessed that just two available parts were needed and then it still had to be authorised for 24- 48 hours and ordered at which point my patience ran out. Almost two weeks without hot water or heating in January temperatures, the boiler was finally repaired and I received a lovely apology from a nice customer services assistant and was told they'd send me something by way of apology for the terrible experience. To be honest that wasn't really important to me, but to add insult and upset to the whole sorry tale, I received some flowers which were addressed to my deceased mother with a note simply saying 'enjoy your flowers'. This was extremely upsetting and really put the tin hat on the experience for me, as well intentioned as it was. I told them several times what the circumstances were and corrected them regarding the name of the policy holder almost each time we spoke. It is almost the anniversary of my late mother's death and a very difficult time for the grieving process. Can I recommend John Lewis Premier Cover after all this. Oddly no I can't, and that's very disappointing indeed. I feel that CET let the good name of John Lewis down and have also made a formal complaint. On the plus side hot water is wonderful at last.”

Helpful Report

Posted 8 years ago

“C HALE HOME EMERGENCY COVER first call out ever 45yrs door lock broken a new upvc door J LEWIS up to 1500GB POUNDS COVER do not believe it 4 screws to plastic sach catches one dose not work of the went did not look at the lock .SAID IT WAS SAFE AND SECURE MICKY MOUSE FITTING ABISMAL SERVICE j lewis would not replace the lock NEVER HOME INNSURE WITH THIS COMPANY REALY ARE CRAP”

Helpful Report

Posted 8 years ago

“We have premium cover, my boiler broke down which is a combi so provides heating and hot water. Home emergency came the following day. Didn't repair it but said they would have to do a report. After five phone calls from me to them, I was told that the repair had to be authorised, this takes three days, then order the parts a further two and then allocated an engineer. This is working days, does not include weekends. So in total I would be without any heating or hot water in sub zero temperatures for over a week. After a lot of bouncing back and forth from CET to JL ( CET) the company that does their repairs. I told them that I was getting my own plumber to fix the problem. This took me a few hours and the plumber is coming today. JL have agreed to reimburse the cost. So overall my first experience with JL insurance hasn't been a good one.”

Helpful Report

Posted 8 years ago

“We have premium cover, my boiler broke down which is a combi so provides heating and hot water. Home emergency came the following day. Didn't repair it but said they would have to do a report. After five phone calls from me to them, I was told that the repair had to be authorised, this takes three days, then order the parts a further two and then allocated an engineer. This is working days, does not include weekends. So in total I would be without any heating or hot water in sub zero temperatures for over a week. After a lot of bouncing back and forth from CET to JL ( CET) the company that does their repairs. I told them that I was getting my own plumber to fix the problem. This took me a few hours and the plumber is coming today. JL have agreed to reimburse the cost. So overall my first experience with JL insurance hasn't been a good one.”

Helpful Report

Posted 8 years ago

“Car insurance; I asked for a paper copy of the policy since it was very many pages and I didn't have a printer at the time. Didn't arrive. Called again to be met by laughter; 'We have a copy somewhere in the office ....' . didn't arrive. Had a break down- the exhaust suddenly fell off at one end, of course I had no details of the break down cover, included in the insurance, in the car. So I had to get an emergency mechanic out at my own cost. I called to complain but got nowhere so cancelled and the rep 'stiffed me' giving me only a very small portion of the annual cost after two months' insurance. called again [4th call] and was told that was a miscalculation and was sent the correct amount. NEVER AGAIN.”

Helpful Report

Posted 8 years ago

“Changed the price - informed me via a very blunt letter and stated car insurance would just be cancelled if not paid within 7 days - great if my car was in a car park and on holiday ?? Clearly all insurance companies just do what they want, but I expected better customer service from JL - very poor”

Helpful Report

Posted 8 years ago

“Bought home insurance in September and John Lewis were offering a free smoke alarm,now November and still no sign of this free offer.Did contact them twice and like Manuel in Faulty Towers they know nothing.”

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Posted 8 years ago

“Poor communication! RSA shambollic! Loo leak and flooring, tiles and ceiling involved. Never able to speak to same person. Had a request for excess when already taken. Claim settled after insisting on own quotes. 1 month after leak still had call to see if we needed humidifiers to dry out Karndean flooring! Initatial visit from Renew said flooring needed to removed as soon as possible. After 2 more visits from drying people and building person who all said flooring needed to be removed we got it removed ourselves! Would never renew John Lewis. It is just a well known front name. First claim in 40 years! You never know until you try to claim”

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Posted 8 years ago

“Have John Lewis Home Insurance 'Premier' Policy, and have (for the first time ever) had to make a Claim on our Home Insurance due to a bathroom leak and subsequent water ingress/damage to flooring/floorboards, bathroom fixtures, and ceilings below. This Claim was made 6 plus weeks ago: still no work has commenced as yet, but it has been a catalogue of poor communication, conflicting information, numerous different contractors involved, and still differing advice and information even today. Complaints to the Insurance company (RSA) dont appear to get anywhere, and the only way forward so far has been a formal complaint direct to John Lewis Head Office. And all this before the work even starts. Not a good start or experience so far. We expected better from John Lewis.”

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Posted 8 years ago

“Best service each time.”

Helpful Report

Posted 8 years ago

“Ridiculous jobsworth attitude over a necessary claim. Worst customer service ever! Awful terrible experience. I won't go into it in depth but I wouldn't touch them with a barge pole. You get questioned, interrogated and they put you through the mill. You are asked about claims over 5 years ago - you think what about if this was a really major claim and they were doing this to you telling you your insurance with them might not be valid because the amounts don't add up and thats the amount of the claim 5 years ago that you were given on leaving the initial insurers! John Lewis should check out prior claims with underwriters before they have taken your premiums for 10 months! Times have probably changed but Tesco used to be brilliant but we left due to it not having the right type of over. Oh yes the voucher offer that sometimes exists before taking out a policy - you will be lucky to ever receive it!, I hate John Lewis insurance! Very angry.”

Helpful Report

Posted 8 years ago

“With Home Insurance Plus I have to claim twice and it was declined both times! First, with personal possessions, even though I did pay for accidental damage, they decided they decided it wasn't covered as they didn't know for sure the cause of the damage. I have a report from the Apple Store stating that the cause was the fall, which I have mentioned to them over the phone. Ridiculous. Second, my fridge, broke down - I went ahead and bought a new one. They said that an specialist would have to come and see what cause the damage - now, do they really expect someone, nowadays, to a get a repairer to come (at your expense) and see what the damage is? This would probably take days, days which you'd have no fridge. The closest thing to a scam I've in terms of insurance - stay clear!”

Helpful Report

Posted 8 years ago

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

John Lewis Insurance Reviews