Name: John Lewis Insurance
Rating: 1.68

“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 7 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 7 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 7 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 7 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 7 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.”

Helpful Report

Posted 7 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”

Helpful Report

Posted 7 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 7 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

“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'!!”

Helpful Report

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.”

Helpful Report

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!!”

Helpful Report

Posted 8 years ago

“Purchased a Premier Home Insurance policy based on reputation of John Lewis. Big mistake, the policy falls far short of more basic policies offered by other companies at a much cheaper price. Unfortunately I found out when I needed to make a claim so I would advise anyone who currently has a JL policy, of any sorts, to seriously read ALL the small print. JL do not seem to care, their customer service is extremely poor and as a result I would never use them again. I am not alone given the number of poor reviews currently online regarding John Lewis Insurance and I am amazed that they appear to be happy with providing such an incredibly bad product. John Lewis do deflect the issue in the direction of Royal Sun Alliance who underwrite their home insurance but I purchased through John Lewis and all the documents have John Lewis branding all over them. Be warned, avoid any JOHN LEWIS insurance product.”

Helpful Report

Posted 8 years ago

“After three years of paying home insurance with john lewis insurance i have now decided to cancel not renew as they dont offer value for money and service is non existent i shouldnt have chosen the name BIG REGRETs!!!”

Helpful Report

Posted 8 years ago

“Don't use Lewis home insurance the are just the front for RSA! RSA are the most incompetent company to deal with The lady assigned to my claim for flood damage was Victoria Lithgow and she is/was useless. There was no communication for two weeks I had to phone all the time. I have requested that someone else was assign ed to the claim. They do not communicate with the company's they employ to carry out the process. Three weeks in I have no work done no drying in place, we had to remove carpet, furniture etc. The black mold is creeping up the walls. Again I will have to phone MA Assist to see if they have received details from RSA for the rip out that shoutold happened over 24hrs ago not 4days latter. Please please please don't buy John Lewis insurance!!!!!!”

Helpful Report

Posted 8 years ago

“Was initially happy with my car insurance quote, I down graded my car half way through my policy and my payments went up £20 a month, an increase of 40%, I then changed my car once more back to something similar when I first took the policy and John lewis wanted an extra £80 for the remaining 7 weeks of my policy, so I cancelled 7 weeks shy of getting my full years no claim bonus at a cancellation fee of a whopping £81 which is a big difference to the supposed cancellation fee of £40 on their website. I have never made a claim or been convicted of any driving offences. If your thinking of changing your car before your policy ends, DO NOT USE JOHN LEWIS CAR INSURANCE.”

Helpful Report

Posted 8 years ago

“Have had some storm damage from storm Katie - well I thought that everything would be ok as we had a premium policy with John Lewis - how wrong could I be. The service has been terrible and the person they sent to check the damage equally so. They decided that the damage would be £233 pounds to correct - our builders estimate is for £700 pounds due to the need for scaffolding to go up the side of the building and go across to the apex of the roof. John Lewis have now settled the claim with £133 pounds although it was in dispute!!!!!! there surveyor from BVS believes that's the price for the job including scaffolding and remedy. This is a disgrace and we shall be not renewing with John Lewis and will go to Marks and Spencer. Shame on you John Lewis.”

Helpful Report

Posted 8 years ago

“I'm afraid the poor reviews seem to be a good guide to the service you'll receive if you make a claim under your John Lewis policy. This policy is "fronted" by John Lewis but when you come to make a claim you'll be dealing with RSA who are frankly dreadful. Still waiting for my major claim to be resolved....to add insult to injury my claim was due to structural damage caused by a 3rd party....unfortunately the 3rd party was also insured with RSA so my claim has now turned in to a circus.”

Helpful Report

Posted 8 years ago

“Purchased JL home insurance on 1/03/2016 and swiftly realised i had made a serious mistake. Like a previous reviewer I got two different quotes on line, the£20 JL gift vouchers promised never arrived and a customer call back never happened. When renewal is due, I will look elsewhere!!!”

Helpful Report

Posted 8 years ago

“I enquirer about John Lewis home insurance and despite ticking the box that requested no contact, they called me. If you cannot trust them in small matters, how can you trust with important matters. They have lost my trust for good.”

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