John Lewis Insurance Reviews

Name: John Lewis Insurance
Rating: 1.68

1.7 Rating 417 Reviews

16 %

of reviewers recommend John Lewis Insurance

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1.7

Based on 417 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

“Don’t use this company - they don’t want to put things right when they are in the wrong. Low cost insurance at start then rapidly increased at every renewal and making a claim where they have to replace an item is where they show their true colours”

Helpful Report

Posted 5 years ago

“I am struggling even to give them one star. I have home and content insurance with John Lewis. After the central diamond fell out of my ring and was lost, I passed it to their jewellers LMG in December 2018. I have had the ring for many years and never previously had any issues. This is where the saga begins. They completely botched the job, carrying out unauthorised alterations to the ring. It had to be returned 3 times for further corrections. The alterations included resizing the ring without permission and making it smaller, reducing the entire thickness of the ring shank, changing the round shape of the ring and making it elongated like the ring-pull in a can and altering the symmetry of the diamond shoulders. During this time the ring was sent back and they stretched the ring beyond the requested size and made much larger, then made it smaller again with a different shank. I received the ring last month, June 2019, after their 3rd attempt st fixing their mess. Although they eventually made the shank thicker (back to the size it was when they first received it), they revalued it and then claimed it was more valuable as it was heavier. It was no heavier than when it first went to them. Following my dispute they produced a load of photos which provided no real evidence and denied that their jewellers had made a mess of the repair. They also refused to offer any compensation other than suggest that if I wish to take the ring to another jewellers they will pay for it to be resized only. No offer for the messed up shape if the ring, fixing the damaged symmetry of the diamond shoulder, etc I would strongly advise anyone to think twice before using this company as they are happy to take the money but will completely deny liability if something goes wrong with their repairs. When I first took out the home and content insurance I was happy with the price but have now realised my mistake. On next renewal they also significantly increase the payments. I would suggest shopping elsewhere for insurance as this company is happy to carry out botched repairs and supply made up information to cover up their wrong doings. They have continued to deny that they botched up the repair. If you are thinking of going with John Lewis please ensure you don’t make a claim for jewellery repairs as they are devious, underhand and will create various reasons to cover up if something goes wrong”

Helpful Report

Posted 5 years ago

“I am struggling even to give them one star. I have home and content insurance with John Lewis and after the diamond fell out abd was lost, passed my diamond solitaire ring to their jewellers LMG in December 2018. To cut a long story short, they completely botched the job and it had to be returned 3 times for corrections. They resized the ring without permission and made it smaller, reduced the entire thickness of the ring shank, changed the shape of the ring and made it elongated like the ring-pull in a can and altered the symmetry of the diamond shoulders. During this time the ring was sent back and then stretched and made much larger, then made smaller again with a different shank. Although when they made the shank thicker, back to the size it was when they first received it, they revalued it and claimed it was more valuable as it was heavier. No heavier than when it first went to them. Upon my dispute they produced a load of photos which provided no real evidence and denied their jewellers had made a mess of the job and the original ring. I would strongly advise anyone to think twice before using this company as they are happy to take the money but will completely deny liability if something goes wrong with their repairs. When I first took out the home and content insurance I was happy with the price but have now realised my mistake. On next renewal they also significantly increase the payments. I would suggest shopping elsewhere for insurance as this company is happy to carry out botched repairs and supply fraudulent information to cover up their wrong doings”

Helpful Report

Posted 5 years ago

“This review is about John Lewis Home insurance. The information provided at the point of sale is less than standard, incomplete and inadequate to fully understand the extent of your coverage. When I had an issue with a leak from a neighbour, who refused to fix it, John Lewis completely abandoned me. When I called them to understand what they could do for me, representatives on the phone couldn't answer my questions and each of them would give me a different answer. They didn't help dealing with the issue and discouraged me from claiming saying my premium would go up, etc. Never heard of an insurance company being so unhelpful.”

Helpful Report

Posted 5 years ago

“I have been a customer for 5 years. When I received my renewal my car insurance had doubled. I have been driving for 30 years and have never had a claim. I called them, and was told they could see why the increase and would get the pricing department to check. When they got back to me I was told there had been a 'mistake' and my quote was £250 too high! If I hadn't queried it i assume they would have happily over charged me. By shopping around i saved nearly £400. The same has happened to two of my colleagues. I wouldn't use them again as I have lost trust. How can an insurance company make mistakes in calculating their premiums?!”

Helpful Report

Posted 5 years ago

“Please do not take out any policy with John Lewis Insurance - I do not know what has happened to them but having been a loyal and happy customer for many years I now find that they will use just about any clause tailored to their own needs to get out of paying for anything - I am now dealing with the ombudsman and will move my policy as soon as I possibly can. I was shocked to see the number of one star reviews however from experience these are fully justified - do not give them your business.”

Helpful Report

Posted 5 years ago

“I bought an expensive Miele Dryer from John Lewis in 2000, when guarantee ran out I insured annually , via John Lewis, knowing that my machine was covered as long as I continued to pay. If ever it became uneconomical to repair, they would replace it free of charge with an equivalent model. Two weeks ago, I rang the insurance company to ask for an engineer to look at my dryer which was making a slight banging noise when rotating in one direction. I was advised that my quarterly direct debits of £24 had been stopped because the machine was too old for them to continue insuring! I have paid this insurance since 2002 so that when eventually the dryer needed replacing, I would not be saddled with an expensive bill. This is not what I signed up for and I feel I have been swindled. Consider this - getting an expensive top of the range machine goes against you if it lasts too long. I have since paid for a Miele engineer to look at the problem, and the dryer just needed some brushes changing. The next time I buy a large appliance I will get it direct from the manufacturers.”

Helpful Report

Posted 5 years ago

“John Lewis home insurance is the worst thing I have ever experienced in my life. After a break in you would expect a name like a JL to act swiftly and with empathy. Instead the staff they use are incompetent, rude and very unhelpful. Avoid at all cost”

Helpful Report

Posted 5 years ago

“AVOID AVOID AVOID AVOID AVOID 3rd party entirely at fault.....18 months to settle a major home insurance claim!! Basically you aren't buying John Lewis insurance.....it's just a rebranded product. So when you call up the "John Lewis support desk" the people you are speaking to are the underwriters......a different company entirely....but this was only revealed when I specifically asked them who they worked for!”

Helpful Report

Posted 5 years ago

“Currently I am having claim for my watch , They already sent a lost adjuster now again they sending from some other company. now I need to take time off to do this who pay for my time off ??? Jonh Lewis robbing money from us and employing 3rd party underwriters to pay the claim. Definitely I am making aware to FCA and social media this kind of things which they never mention about third party under writers. and customers who buying policies from Jhon Lewis.”

Helpful Report

Posted 5 years ago

“John Lewis home insurance You don’t find out how good an insurance company is until you make a claim. I had the misfortune to make a straight forward claim regarding a leak in my kitchen, 10 months later they finally settled, the loss adjuster they used was appalling, inefficient and downright difficult. My advice would be to use a professional company to work on your behalf, it will save you a lot of stress or better still find a different insurance provider.”

Helpful Report

Posted 5 years ago

“I have insured my dogs for two years with John Lewis. Last year, one dog died and other was injured in a badger attack. I made a small claim for the injured dog (4-year-old healthy male terrier). When the policy came up for renewal, JL doubled my premium (from £106.54 to £224.54). I contacted them twice to find out why and was fobbed off with "you will receive an answer from the management team". Two days before the renewal date I still had not received any reply as to why my premium was being doubled without any discussion or explanation, forcing me to take out new insurance. I cannot recommend JL pet insurance. To date I have had no further contact with JL regarding this policy though it is still showing online as live. Needless to say I have cancelled my DD.”

Helpful Report

Posted 5 years ago

“I cancelled my policy with John Lewis Home Insurance which was due for renewal 1st May. If you compare the policy wording between John Lewis Home Insurance:https://www.johnlewisfinance.com/content/dam/jlf/insurance/home/pdfs/john-lewis-plus-home-insurance-policy-wording.pdf to that of say for example AXA: https://www.axa.co.uk/home-insurance/policy-details/ you will notice that AXA provides clear definitions of its groupings terminology by further elaboration in its 'What your policy does not cover section' so that you know exactly what a claim does and does not cover. By comparison, John Lewis Home Insurance policy documentation only features categories by group of what is not covered without further elaboration. This allows for a policy evil known as 'scope creep' so that when a person makes a claim the range of the terminology can be defined at point-of-claim to include what RSA deems fit to include. When I made a claim and they blew it out based on their point-of-claim definition I explained that their interpretation wasn't quite the same as a definition that had been debated in a famous case in English Law where a respected judge provided the scope of the definition. Nevertheless, when I disputed the claim I was merely told by inference in the reply that if I didn't like the refusal I could decide not to continue with the policy and that their were plenty of things the policy did cover (as long as you can prove it). When I complained to a manager (a tortuous route to get hold of one) about the agent's inappropriate tone in the letter they sided with the agent on the crucial point of the claim refusal. When I eventually managed to state my points from a legal perspective the manager did say that they would discuss some aspects of the agent's response with the agent and would get back to me about the legal points I raised. I took about 4 weeks to speak to manager after making my claim and I never did hear back from the manager. Based on my experience with other home insurance companies that I've held policies with and also the fact that I possess City&Guilds qualifications in Customer Service & Customer Support this rates as my worst experience with any home insurance company and having run businesses, I would never treat anyone in the manner in which I was related. John Lewis are only answering the phone and sending out the sloppily put together policy documentation and the FCA described them as an 'agent' for RSA. What's more I found the same policy for £10 cheaper so in this case the 'middle man' is an expensive one. If you shop on a price comparison website for a cheaper deal please check the policy underwriter first if you don't want RSA again as RSA have their finger in a lot of pies. When I rang up to cancel and the John Lewis agent asked for a cancellation reason so that he could pass the comment on the the underwriters I told him that it wouldn't even be worth me entering into conversation about my experience as trying to deal with them before was less than ideal.”

Helpful Report

Posted 5 years ago

“Unfortunately for me and my property storm “Gareth” in effect deposited copiously amounts of driving rain water through roof space into bathroom / lounge area into the building on the 12th and 13th March 2019. We made good the area in question patched small hole in lounge ceiling soaked up surplus rain water, waited for surveyor to be appointed. I contacted my John Lewis Insurer claims service who eventually surveyed via camera on pole the slate roof handed over a form, “claim cancelled”, left. Eventually on querying the refusal received telephone call, “wear and tear, not covered, claim is cancelled”, conversation re: Ann marie. At John Lewis. Email sent by me highlighting “Storm Gareth” please check the forecast response per JL, email “We have checked wouldn't have expected structural damage to have occurred with the recorded weather conditions so any damage would be attributed to general maintenance which is excluded under the policy”. Message relates to ongoing severe forecast at that time,12th/13th/march 2019, time of incident, email concludes, “There is no visible damage to roof!!” Therefore am I to assume that the roof is “sound” ingress of rain water a figment of my imagination? I rejected their explanation forwarded a report via “GOOGLE”, and picture of “STORM”, front per claim. Email JL: “The closest weather station we refer to has recorded maximum gusts of 43mph, which falls below wind speed we'd expect to potentially cause storm damage to your home”. This statement contradicts reported official weather transmitted reports by Met Office. As the incident played out. “J.L are quite happy to review roofers estimate”, yet made no offer for me to review their evidence or information , re pictures taken at 23/3/2019. The overall repair estimate was around “£300 or less, excess £200 per policy.”

Helpful Report

Posted 5 years ago

“Home insurance massively over priced - Martin Lewis alerted me to this on a TV programme. Renewal quote £61pm - got exactly the same cover with Direct Line for £35pm.”

Helpful Report

Posted 5 years ago

“It's certainly not "high quality cover from a name you can trust" We had an electrical fault in our car which caused a fire 26 days ago... we are still awaiting JL underwriters (Sabre) to make payment for the vehicle which they have deemed uneconomically viable for repair & it looks like it will be another 2 or 3 days before they send me a cheque. Who on earth pays out by cheque in 2019???!!! By the time the cheque clears we will have had no car for 5, possibly 6 weeks & instead of a 30 min commute each way to work it's taking 2 hours in each direction. There is no service whatsoever at any level & you get passed around from call centre to call centre with no one willing to take ownership.”

Helpful Report

Posted 5 years ago

“Grievious incompetence; incredible belligerance; clearly uses delay tactics; refusal to escalate matters; herculean effort needed to get resolution (8 weeks and 6.5 hours of my time, and counting, so far); will try every trick in the book to avoid paying out; and will offer far below market prices. Trust me and others here, who have experirenced first hand, the incredible world of John Lewis insurance. Take heed.”

Helpful Report

Posted 5 years ago

“Desperate Home Insurance policy, totally unfriendly to disabled user: my poor 86 year old mother has been treated ghastly. I could never recommend this service. Once our go to provider, we now totally avoid. I had to cancel her policy due to loyalty annual price hikes with out due explanation. Ignored her claim for 10 months and still attempt to restrict claim. I would give -1 star if it were possible !”

Helpful Report

Posted 5 years ago

“When I called up to make a claim, the staff applied their own version of events to the claim to justify refusing the claim and applied their own incorrect understanding of terminology used in the terms & conditions to also justify refusing the claim. When I complained about the way I had been dealt with was inappropriate (The FCA agreed that there had been two breaches of their principles and lodged a complaint against John Lewis Home Insurance and issued a reference number) and that wording of their terms & conditions was unclear, the person replying to my complaint stubbornly refused (over two letters) to enter into meaningful dialogue about the valid points I raised and closed the case off out of convenience rather than accept they were wrong. I spent a whole day on the phone dealing with people who were out of their depth or didn't know what they were talking about or what to do. I took out the insurance policy because I trusted the name 'John Lewis' and have multiple disabilities and can't do my own repairs. When I was sold the policy the agent stated that it was 'unlimited' cover. When I stated that I had been mis-sold the policy the reply in the letter, despite my complaint featuring legally valid points, was to call customer services to decide whether I wanted to continue the policy or not. When I called customer services they told me that it was down to the claims team to deal with the issues I raised against them and was given the run-around and put into some continuous call loop that took ages to get a reply from somebody (I'm still no further along). On closer inspection of the policy wording, a 'premium' policy which I paid extra for, the lack of clarity in the wording makes it difficult to understand what is meant. BBC Rip Off Britain states that a business has a responsibility to make their terminology clear. If the ratings scale on this page featured negative quantities John Lewis Home Insurance would score -5 based on my experience with them. I've has insurance policies with other companies which have been OK but have to say that this is the worst experience I've ever had in terms of customer service, competence and help. It was a totally distressing experience that left me worried and wanting to cry.”

Helpful Report

Posted 5 years ago

“Think John Lewis means great customer care and high standards? Think again. We had an absolute nightmare from the very start of trying to sort out a genuine, serious escape of water claim and it's not over yet! This has been the most depressing and time wasting experience with JL (or, more accurately, RSA) constantly low balling and attempting to wriggle out of their insurer's obligations. From aggressively trying to force us to accept less than 33% of the true value of the claim to suggesting we all (2 adults, a 3 year old and a 5 year old) move into a family room at the local Premier Inn for 6 weeks with no cooking facilities, this whole experience has been horrendous. Spread the word and AVOID these crooks, they simply DO NOT care about you.”

Helpful Report

Posted 5 years ago

John Lewis Insurance is rated 1.7 based on 417 reviews