Name: John Lewis Insurance
Rating: 1.67

“House insurance: Keep clear. Not worth the paper it's printed on”

Posted 8 years ago

“I have had a JL worldwide travel insurance policy for many years. The one time I needed to claim, they were excellent: prompt, unbureaucratic and fair. Recently, the policy came up for renewal, and I duly picked up the phone. Much to my surprise, I was told they could no longer cover me for winter sports, as I am 65. This is not just scandalous ageism (in resorts like Aspen, skiers don't even qualify for senior lift pass reduction until over 70) but totally illogical from the business point of view. They will ensure a 20 year-old who has never skied before, rents some equipment and bombs down the mountain, no problem . But as a healthy 65 year-old who learned the sport properly, has been skiing for 58 years, never had an accident or injury, knows her ability and skis prudently, I am considered too great a risk?! For a moment I considered taking out the world-wide policy anyway and ensuring winter sports separately, but on principle, I will take all my business elsewhere.”

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Posted 8 years ago

“Well where do i start !?!?!”

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Posted 8 years ago

“Bought a policy noticed errors called to discuss same. The call handler was DISGUSTINGLY rude.A first I've experienced by John Lewis.”

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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”

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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”

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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

“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”

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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”

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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

“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.”

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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!”

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Posted 8 years ago

“Warning: Do not buy John Lewis insurance. We have Essential Cover John Lewis Home Insurance and Emergency Cover. We have a leak from shower trickling to the kitchen when we shower. They do NOT cover the leak because it's a mechanical fault. They'll be delighted to 'make good' the ceiling after we've fixed the job at our own expense. That's what our premiums are paying for! The many customer service people we spoke to are not at all helpful. 'You are insured, you aren't insured, we're shocked we can't help you etc!' They are underwritten by two companies CET and RSA. Initially it was passed to the wrong company. The left hand does not know what the right hand is doing. It turns out both companies are just as useless. We have no means to shower for a week because of this fault. John Lewis do NOT cover alternative accommodation in this instance. When you see excess of £250 on your policy for water leak you automatically assume you're covered for the remaining balance. When you see alternative accommodation of £10,000 on your policy you automatically assume you're covered for this. Apparently not. READ YOUR SMALL PRINT. You really are covered for VERY LITTLE WITH JOHN LEWIS HOME INSURANCE. HOWEVER, if I broke the pipe by accident they would have paid for everything. This is why honest customers get 'shafted'!!”

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Posted 8 years ago

“Very poor customer claim department. They didnot ask proper questions. They want me to prove that damage and will not send out surveryor. My toilet is sinking, damaged floorboard through a leak and they are trying to say that it is not covered . Even though I sent pictures. They are claiming if they send someone then if its is not covered by insurance then it is chargeable. No wonder , they do not ask for feedback. Never again. Not sure why which has voted them as one of the best insurance. They charges more than other insurance. Will not be renewing with them.”

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Posted 8 years ago

“If you are thinking of using John Lewis for your house insurance DON'T. We have had terrible trouble with them, we have water damage on our lounge ceiling and walls costing approximately £1,500 for repair (our first ever claim in 40 years). John Lewis will not pay out one penny. After much dispute, we are having to pay out for everything ourselves. DO NOT TOUCH THEM WITH A BARGE POLE!!”

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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