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

“CET Home Emergency provider on behalf of John Lewis Managing Director Simon Hancox has walked out as he cant cope with all the lies and corruption CET tell their clients!!!”

Helpful Report

Posted 8 years ago

“I thought that the service would be good and although more expensive worth it. STOP. Don't make this mistake. I made a claim and the service was horrible. Multiple calls each time they said they hadn't received the information or we had submitted on an apple product and it had to be resent. This was true as the iPad had been amongst the products stolen !! Finally you get through to an outsourced claims management company who can give you their proposed replacements if you send cash for the excess. Personally I had already bought a laptop for my daughters studies during the 6 week wait. Worst insurance experience I have had . Shame on you John Lewis. Matt”

Helpful Report

Posted 8 years ago

“Calling the 'medical advice' line was treated like a claim, with a variety of questions regarding our last policy with our previous insurer(?), various small-print type dialogue we need to be wary of before making a claim, despite not making or wanting to make a claim. Was ultimately 'advised' to speak to the porter of the building we were staying in, to see where we can go for help with our nine month old baby. Unhelpful, unprofessional and have subsequently requested to cancel my policy. Save yourself at least half of what they will charge and go elsewhere. All insurers will offer the same type of aftercare and service. Just make sure you tailor the package to suit your needs.”

Helpful Report

Posted 8 years ago

“WOW. What an incredibly disappointing service from such a well respected brand. Except you don't deal with John Lewis at all. All claims are outsourced to some very unprofessional, customer unfriendly companies. I stopped my claim for a broken TV after 2.5 weeks of the TV being repaired, then being told it couldn't be repaired, and then being told it had been disregarded, and then being told it was being driven to London from Newcastle on Friday and oh, the van arrived but they'd forgotten to put the TV in the van, and so it went on. All in all 2.5 weeks without a TV and we now, after all of this, we have the broken TV back with us. I pulled out of the policy as I never want to go through that ever again. Shocking. And not a cheap policy either. What made it worse was no one apologised once. Eventually the complaints dept took over and someone said sorry - but too little way too late. Would not recommend at all.”

Helpful Report

Posted 8 years ago

“I switched to John lewis Home insurance in 2013 and been with them eversince without making a claim paying almost 380/year premium cover. Up until october 2015 never had any problems but when my boiler brokedown, had to call home emergency which took 2 days to reply but finally sent someone to have a look. Boiler was serviced regularly n was in good condition (only 5 years old). Two contractors came to fix it but in a little while I realized they had no idea what they were doing but I never said anything as I was desperate to have things fixed. After 3 hours of chating n wasting time, they said you have to have a power flush done before we can do anything. I called home emergency n was told it wasnt covered by insurance. Just to check how things were, I called a local certified boiler technician and was told the problem had nothing to do with power flush and they can fix it for less than 500 pound. Since my boiler cover mentions 1500 worth of fixing things, I had no choice but to get the power flush done. Once done, I contacted John Lewis Home emergency and notified its been done so please come and fix it. After 2 days, they replied that they've deemed our boiler Beyond economical repair without even looking at things. When asked, Home emergency customer service rejected to provide details as to why it was so expensive when only pump was suppose to be replaced. 4 months I kept fighting my case and finally had to get things done myself. I've cancelled home insurance with John lewis and will never recommend anyone to go through the same experience. John Lewis customer service is probably the worse when it comes to settling claims. Too many small prints and as long as you don't make a claim, they're happy to take your money but rejects to fix things when required. Aweful company, aweful customer service, I'd rather stay without insurance then going with John lewis! This is an honest review, please feel free to ask if you have questions.”

Helpful Report

Posted 8 years ago

“I have just recently switched to John Lewis Home Insurance and regret to say that they have not lived up to its reputation and this is the worst Insurance Company. A month ago, my husband and I noticed a leak coming from the ceiling and we contacted the Home Emergency Team. The plumber came I told him the leak was coming from the toilet bowl but all he did was to take some pictures and said the company will be contacting me for the cost of the repair as he saw no signs of water leaking from the toilet. He left without checking the toilet!!! A few days, I received a call from the Home Emergency Team quoting us £5,000 for the repair and the lady even suggested to us we should claim against our building insurance since it was to exceed £1,500. My husband and I were puzzle since, the plumber did not know the source of the leak, he did no work and any form of assessment and technically I could build a new bathroom with that money. We filed a formal complaint and we still have not heard from John Lewis Home Insurance. Unfortunately, I still have a leak in the bathroom and called the Home Emergency again as water was coming down. Another plumber came and he told me that I had to water-tight my shower area. Since this was not covered by the Home Emergency and I had pay £80 to have the silicon done up. A few weeks later, I noticed there was more leaks from the ceiling and another plumber came and this time round he suggested us to re-grout our shower area. Again this is not covered under Home Emergency and we paid £200 to have it re-grouted. The following week, my ceiling was still leaking and another plumber came and I insisted that it was coming from the toilet. YES, I was right all along and water was dripping from the connecting pipe. Again the plumber said the repair was not covered under Home emergency all he could do was to isolate the problem. I got my own plumber and the cost of the repairs amounted to £150. All in all, all the professional or so called experience plumbers that John Lewis sent to me, were not even able to identify a leak, so far I have spent about £400 to sort out the repair work myself. On top of that, I still have a hideous ceiling awaiting to be fixed which I blame on John Lewis’s incompetency. Of course, another £150 to be added to my bill. Switching to John Lewis Home Insurance is definitely an expensive mistake, most importantly, it has given me more grief than a peace of mind. Having a new born in the house, this does not help at all as I am constantly worrying if the leakage is spreading towards ceiling lightings. Disappointedly, John Lewis Home Insurance has neither protected or properly insured my family and property which is whole basis of home insurance.”

Helpful Report

Posted 8 years ago

“I have alway championed John Lewis , however after having there insurance cover , no more! Please be aware that each time you chat to them about your claim they as for more and more info This issue has gone on for over a month , I have never had this with any other insurance . Please choose another . John Lewis insurance very poor .”

Helpful Report

Posted 8 years ago

“I have just taken out John Lewis’s Premier home insurance because of its comprehensive nature. What I have NOT been impressed by AT ALL is that, in the space of a few days, the website gave me two different quotes for EXACTLY THE SAME information (this was verified by John Lewis’s customer adviser whom I had called to clarify the situation). Needless to say, I chose the lower price but will be vigilant over the policy’s renewal price next year.”

Helpful Report

Posted 8 years ago

“Serves me right, I suppose, for opting for a “trusted name”! I should have got the hint when they messed up the original contract documents…Anyway, I had a leak off the roof in September, so I contacted them: they sent a “roofer” who went up and proceeded in plodding all over the tiles moving them about and cracking some (I could hear the snaps and scrapes from inside the house!), before declaring the leak fixed. With the first rain, it became apparent that the leak was not only not fixed, but was much worse. JL then sent another roofer who started by pointing out the damage and mistakes of the first! They then again declared the leak fixed. The following week I also received an unsolicited quote from them offering to fix the leak!! I again contacted JL to complain about this and about the fact that the leak persisted. They sent a third roofer, who ended up finding the original cause for the leak and also telling me that my roof had sustained a fair bit of damage from previous attempts to trace and access. I passed this on to the JL “customer services” department demanding repair of the roof as well as explanations for the poor service. The complaint handler told me that, although she would try to help, I was not to “get my hopes up”, like as if I was asking for a favour. It is now over 5 weeks and I have still not had the complaint resolved. I wish I had read some of the reviews before I took out the policy…”

Helpful Report

Posted 8 years ago

“Shocking is the word that comes to mind. After a house fire me and my children lost everything. RSA was appointed and they appointed Rainbow International to clear house, nothing was listed properly, nothing was cleaned well, Iwas put under investigation for months as they doubted my lists that I was told to do because Rainbows were inadequate and incomplete. Sat for hours describing every room, every item, finally cleared from investigation and heared nothing until they relaunched investigation. Went through same again to be cleared again. Loss adjuster supposed to be in touch but still just left. No sofa, still on deck chairs, no Christmas decorations. It will be a year in January ????????”

Helpful Report

Posted 8 years ago

“All insurance is good until you make a claim, then you find out how worthless John Lewis insurance is. Don't believe what their Customer Services people tell you. Query everything before you sign up, and get the answers in writing. When you get them you will find that in many areas this insurance isn't what it appears. One tends to trust the John Lewis name, however the Financial Services Ombudsman tell me that it's not really John Lewis, but an outfit called UKAIS Ltd, using the John Lewis name. Don't make the mistake I did. Place your insurance elsewhere.”

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Posted 8 years ago

“Terrible terrible terrible! If I could rate this as a 0 star I would do. Their service and customer care is shocking, their policies are substandard to the market average (from my experience). They do not care for your business or what experience they have! I will NEVER EVER use John Lewis again! On a positive, they are relatively cheap! Just goes to show... you get what you pay for!”

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Posted 9 years ago

“should be on RIP OFF BRITAIN pet insurance up by 50% .when I rang customer service dept I was told the reason for the increase could be vetinary costs in my area. they said I would be contacted nearer to my renewal date ,IM WONDERING WHY.”

Helpful Report

Posted 9 years ago

“JL is great as a store or insurer if you lose a watch, but woe betide anyone who has a major claim. My parents home had a fire in July, RSA was appointed with Elipta as the loss adjuster. Now in late October and the only thing that's been done is the contents have been removed and a bad clean up carried out. The fire damaged stairs, walls floors are still as they were in July. My Father who is 80 years old was told to chase the builder who promised to be there 7 weeks ago. After finding my father on the phone with the builder shouting at him I contacted Which, I only hope Which recognise they are recommending a 'CON' JL are the front for an incompetent RSA Both my parents are now ill, the house is still in complete disarray. If I call JL customer service I get put through to the RSA (Royal Sun Alliance) JL will not communicate with me about the situation as the RSA handle all queries!! DO NOT USE JL home insurance, YOUR HEALTH DEPENDS ON IT. WHICH please recognise all the Bad Bad reviews that are on-line.”

Helpful Report

Posted 9 years ago

“drainage claims service is absolutely appalling. Unprofessional service, passed from pillar to post and repair work undertaken falls far short of acceptable. John Lewis are just the sign above the door. You will be dealing with RSA who are a cost focused insurance company who have no interest in the customer. I have even written a letter of complaint and not heard a word one week later. On the phone now to see what's going on and have been on hold for 15 minutes as team are very busy. In fact your complaint is handler by the people you are complaining about. Do your self a favour, DO NOT insure with this company. They are fine until you try to make a claim. This is the first claim on my house insurance I have ever made (40 years) and I am at my wits end.”

Helpful Report

Posted 9 years ago

“John Lewis Car Insurance badly serves its customers. The administration process belongs to last century but not their ability to cash cheques and be slow at refunding money. An extremely frustrating process and a costly mistake.”

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Posted 9 years ago

“I love JL stores and have their partnership card so when it was renewal time for my contents insurance was happy to switch to them. My documents came and there was an error, so I wasn't sure I was even covered. I had already discussed this particular detail while on the phone and the underwriting team confirmed it was fine. But without it being noted on the policy documents it was useless, I sent 3 emails but never received a single reply and was given the dept direct email address and yet again, no reply. I called recently to chase up this matter and was given yet another email address to contact. A week later and no reply. Needless to say I'm switching back to my previous supplier, I won't ever be using their insurance services again.”

Helpful Report

Posted 9 years ago

“Dreadful customer service. I had emergency home cover and they tried to tell me they couldn't find a plumber. Have spent nearly a week being given the run around after trying to complain Don't touch John Lewis insurance with a barge pole”

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Posted 9 years ago

“Travel Insurance Winter Sports does NOT cover hire equipment!!! If your hire equipment is lost, stolen, or damaged, you have NO cover! And you will have to pay out hundreds of pounds.”

Helpful Report

Posted 9 years ago

John Lewis Insurance is rated 1.7 based on 417 reviews