Assurant Reviews 2.333

Horrendous, delayed my mobile phone claim by a week asking for all sorts of nonsense, sent me the wrong colour with chips on it, older than me existing with a slip in the package saying they gave me a better spec phone as they didnt have mine in...... which they didnt, they just gave me a disgusting colour.

I've used them before. But what is going on!. Paid for a mobile insurance claim. They haven't emailed me the next Steps I clouding the form. Called today and I get a disinterested worker who says "the person who deals with sending emails will do it today" seriously WTF is this. We're well into the afternoon I've paid my excess and you are delaying my repair. What's wrong with you guys

I reported my phone as lost and sent all the required documents by email. Since then, I haven’t heard back. I’ve also tried calling a few times, but I haven’t really been able to get any clear information or help. Claim no: 56048910. I send all the documents Tuesday, still no response. Just I call the customer service they didn’t help me too.they says just wait to the email. It should not be that much hard.

This compnay is a complete joke! after 8 months of over and back and a complete breakdown of communication on their end, I was told I would get a £2,000 claim paid.. this was on January 5th.. today is April 21st and I havent received any payment or replies to any of my emials over the last few months.

Currently sitting at 1.6 stars, this is the lowest I've ever seen on Trustpilot. complete joke of a company

Update: I've sent you the detaisl on top of more emils but this comany wants nothing to do it!! absolute joke!!

I had a very disappointing experience with Assurant while making a phone insurance claim.

Despite explaining multiple times that my device was a genuine gift from a friend, I was repeatedly asked to provide proof of purchase, which I clearly stated I do not have. It felt like I was being asked the same questions over and over again without any consideration of my situation.

The whole process became unnecessarily stressful and frustrating, with excessive documentation requests and no flexibility for genuine cases like mine.

Because of this experience, I decided to withdraw my claim and cancel my Ultimate Reward account.

I would not recommend this service based on my experience. I hope they improve their customer support and handle cases more reasonably in the future.

Worst experience ever ..
i am gonna leave nationwide bank’s insurance

Sent my Google pixel pro fold 9 off last Thursday,received my replacement phone yesterday morning, was kept updated though out the whole process, have seen all the bad reviews on here , but my personal experience was good , my new phone is a refurbished pixel but looks brand new , everything so far working perfectly and got 12 months warranty

After reading multiple bad reviews I was almost certain my experience would be doomed. However, I was pleasantly surprised at the experience I personally had so I just wanted to write this review so others are not worried too. Obviously other people have had bad experiences and that is a shame, but I don't think Assurant deserves mostly negativity here. My phone screen was damaged and I applied for the claim via Halifax (Ultimate Reward customer), who then put me through to Assurant. The claim was accepted immediately and I sent the phone off for repair on Wed (free DPD label provided). I was well informed of the progress, they let me know by Friday it was with an engineer, and then advised it required an additional part ordered (Samsung Flip phone, so understand specialist screen required). By Monday was told it was fixed, and Tue phone was back in my hands via DPD delivery. The quality of work is excellent, far exceeding my expectations. Its a brand new original Samsung screen. All in all, I worried about it for no reason. So, as I said, if you're reading all the negative reviews please also know there are some great ones too and hopefully you'll have an experience like me. Claim no. 56042155, Phone: Samsung Z Flip 7

Horrible company, horrible service. I don't need to say much, the review itself says it all: a terrible company, lack of communication, lack of character, lack of management. The right thing to do would be to close down and stop operating as an insurance company.

I would give 0 starts if possible. I have had to use this awful service twice through insurance with my Monzo bank account. The first phone wouldn't charge so I paid the £75 excess and the fix lasted 6 weeks so I binned the phone.

The most recent time, the 3rd party screen they replaced broke after 2 days. I activated the warranty and they found water damage on the inside so refused to fix it. I escalated and argued that it is a water resistant phone and that i have not had this issue for 2 years with the Samsung original screen. They argued that they test their screens and the staff are monitored so it must have been from a splash my end that got inside a sealed unit. I asked for footage of the repair and was refused and told that as its water damage the insurance is void and to go to the ombudsman's.

I am shocked that the part they replaced with allegedly got water damaged inside the phone after 2 days where I never got this with the original, even when cracked. To sum up, both times they have replaced a part, it has been faulty and I have been out of pocket on the excess

CHECK WHO YOU BANK USE - Unfortutaltey I have phone insurance via my bank who use assurant - I broke my phone paid the excess they send you the pre paid label I took this to a dropbox as per thier instrucitons scanned the label a door opened I popped it in - now they say they never recieved the phone and its my problem to track DPD wont speak to me as I didnt place the order the shop has no access the dropbox outside DPD can only access so I am lost in a circle of no one helping me and my phone is god knows where and instead of 3 days turnaround to fix on day 3 and sounds like they have lost it - so to me they should just send me a new phone but no they need me to run around chasing DPD who wont speak to me - bonkers!
Response to message - how are you investigating? I have emailed complaint email address and yet to have a response - DPD still showing not recieved shop confirmed DPD go every day to collect from the dropbox so it should of been collected very unclear process and no ownership being taken - Under the Consumer Rights Act 2015, as you provided the shipping label and designated the courier, the risk remains with you until the item is successfully returned to me. By depositing the phone in your authorised drop-off point, I have fulfilled my obligations.

This is truly the worst experience I have ever had with any company. Their whole processes are designed to deny each and every claim. Whether it is their AI-led review system (computer says no) or their poorly trained customer service staff who give inadequate / incorrect advice. One example of their Catch 22 processes for dealing with my stolen phone: I needed to provide 'proof of usage' from my network provider featuring my IMEI number and date first and last used. My provider cannot provide that - I didn't buy the phone from them. I was then told to get a 'letter of refusal' from my network provider. The best I could get was a transcript from SKY. Claim denied with no notification. I will be contacting both the Ombudsman and Martin Lewis. And please don't give me a CHAT GPT reply - treat this with some respect. Thank you.

Update: The PR team's response below is pure damage control.
Behind closed doors, Assurant's Executive Complaints team (specifically Jack) has formally refused to even review the photographic proof of the physical debris their technicians sealed inside my camera lens (which they claim is only cosmetic, dust, debris and adhesive... sitting on top and around of your lens, inside the phone, is cosmetic to them. Pathetic excuse and complete incompetence and lack of understanding of basics of photography).

​Even worse, Jack explicitly stated in writing and via the phone that 'cosmetic damage is not covered and will not be repaired.' Let that sink in: Assurant is actively using a policy meant for customer-caused wear and tear as a loophole to evade responsibility for the physical damage and screen scratches caused by their own negligent depot and bare-cardboard packaging. They damage your property, label their own mistakes as 'cosmetic,' and use that as an excuse to refuse to fix it.

​They had ample opportunity to review the evidence and settle this before I escalated it to the Financial Ombudsman Service. They chose to double down. Now that the regulator is involved, they are hiding behind 'we cannot discuss this further.' I look forward to the Ombudsman's binding decision on their gross negligence and completely dishonest complaint handling.

If you have mobile insurance through a Lloyds Bank premium account, be incredibly careful. Assurant (Lifestyle Services Group) operates with a shocking level of negligence. My experience has resulted in repeated damage to my property, gaslighting by customer service, and a complete failure of duty of care. I have now formally escalated them to the Financial Ombudsman Service (FOS).

​Here is the full timeline of how they treat premium devices (Samsung Galaxy S25 Ultra):

​1. Ignoring Day-One Defects (Sept 2025): I received a replacement device from Assurant following a claim. On the exact day it arrived, the back glass panel was visibly lifting/unsealed. I reported this immediately with timestamped photographic evidence.

​2. Negligent Packaging & Transit Damage (March 2026): When I sent the phone in to finally have this lifting glass repaired, they returned it completely unrepaired. Worse, they shipped a premium glass device bare in an unlined cardboard box with ZERO protective plastic film. The friction during transit ground abrasive cardboard dust into the screen, causing visible scratches.

​3. Appalling Staff Behaviour: When I called to report the scratched screen and unrepaired glass, their representative was completely dismissive. He falsely claimed the unsealed phone "passed testing" and actually told me I should look elsewhere for alternative insurance (why have I been paying you for years then?).

​4. Secret Returns & Internal Technician Damage: Despite that call, the phone went back for a rework. In a massive security risk, they shipped the high-value device back to me with zero tracking or notification. Upon retrieving it, I found the adhesive had failed AGAIN within 24 hours. Even worse, their technicians caused new physical dents and sealed physical dust and white debris INSIDE the camera lens housing, obstructing the optical sensor.

​5. Staff Admitting Loss of Control: When I reported the debris trapped inside the camera, an agent actually advised me NOT to send the phone back. They admitted the back-office cannot communicate with the depot technicians and could not guarantee my device wouldn't be subjected to further unauthorized tampering.

​6. Gaslighting & A Dishonest Final Response: When I raised a formal complaint offering a reasonable compromise, for Assurant to pay an official Samsung-certified center to fix their mistakes or a replacement device and they completely ignored it. Instead, they issued a Final Response that:

​Deliberately omitted my original September 2025 defect report to twist the timeline.

​Tried to claim the physical debris trapped inside the camera lens was just "cosmetic damage" to wave liability.

​Falsely claimed I refused to go to Samsung for an inspection ( why only inspection and not repair? Why force me to go through their incompetent repair team?), when I literally offered that exact resolution in writing.

​They expect you to pay a premium excess fee, only to return your device damaged, scratched, and filled with internal debris. I have had to take time off work just to battle their flawed process (it has now been over 3 weeks)

​Do not trust Assurant with your property. Take macro photos of your devices before sending them, demand everything in writing, and do not hesitate to escalate them to the Financial Ombudsman Service when they inevitably breach their statutory duty of care.

Hi,

We had a communication issue with Assurant and our Vauxhall Evans Halshaw Leeds dealer. We used the approved garage (Lookers Leeds) to fix the Engine Warning Light fault, but Lookers divertered us back to Vauxhall Evans Halshaw Leeds. Therefore, Assurant only covered £22 per hour for labour, instead of £55 per hour.

Secondly, Vauxhall Evans Halshaw Leeds said 2 O2 sensor faults, but they only put for 1 quantity, and only recover for the non-genuine sensors ( let me check my paper, I don't believe it is there?). We paid £386.6 in total for the sensor replacement, but we received £89.63 in total from Assurant.

I called Assurant CS and they understood our situation, but no action to help out and she didn't want to talk to Evans Halshaw Leeds, even I said you have my permission and I can arrange for them.

Honestly, it is extremely difficult to have a fair claim from Assurant (both parties are not willing to help their customers in this situation), but their staff are polite.

Regards,
Michael

Replied after Assurant's response on 7 Apr

Thank you for showing your support.

Please contact Gemma from your company, my plan number is ending at 6557, my car reg is YH68 XXX and my reference number is 280699020426 .

We sent our car to your approved garage (Lookers Leeds), but they redirected us to Evans Halshaw Leeds for fixing the car. However, we don't understand why you regenerated the cheap rate from Autodata and compensate to us (£279 less than the invoice from Evans Halshaw Leeds). Does it mean Evans Halshaw Leeds overcharging to their customers?

Many thanks in advance.

Sent a new IPhone 16 in to repair a cracked screen via my Lloyds Bank mobile phone insurance. Paid circa £100 excess. Returned quickly and all seemed well. After some weeks the Face ID and front camera failed and the touch screen freezes intermittently and often. Took the phone to Apple who ran diagnostics and found the new screen was not a genuine part and that the ambient light sensor and true depth camera have both failed. I spoke with Assurant who instead of accepting the Apple report insisted they use genuine parts. It seems Assurant operate in this manner since the agent knew exactly what to say. Naturally I have raised a complaint. I spoke with Lloyd’s Bank who seemed unconcerned, hiding behind the very poor service from their provider, insisting I deal with Assurant directly and taking no responsibility . I’ve been with Lloyd’s for 30 years and the service level has steadily declined. Lots of time and money wasted. Poor all round

A quick update. Despite not having spoken with me, I received a copy paste final response letter from Assurant dismissing my complaint. The letter neither dealt with the technical issues I’m having with the phone or the fact that Assurant used after market parts that invalidate my phone’s warranty. This from an FCA regulated company also subject to review from the FOS.

Thank you for replying swiftly. I spoke with one of your colleagues this morning who noted the final complaint response letter was factually incorrect and not in line with your responsibilities and procedures. I have made my feelings clear and your colleague has escalated the matter. Happy Easter

After a second complaint was raised a thorough investigation of the situation was carried out. I’m pleased to report that the IPhone has been replaced with an updated model and token compensation paid. Not all parts of my complaint were upheld mostly related to errors in communication but I have accepted the outcome. The team member at Assurant who dealt with my complaint was highly professional and imo a credit to the company. Of course I would have preferred not to spend so much time remediating the issue but the matter is now resolved.

Assurant is a fraudulent company… ridiculous that they are allowed to do business in this state.
I had a claim for a tire repair and after about a dozen phone calls … they never paid the claim…. Ridiculous

Really surprising how different the experiences of a lot on here are. I cannot fault my recent claim.

I claimed for a smashed Samsung S23 Ultra via Halifax. £100 excess. The front/back both were cracked and damaged and the cameras were also damaged and unusable having had water ingress.

I packaged and shipped my phone on the Tuesday, I received an email on Wednesday to confirm it was with them and engineer assigned, on Thursday I got another email saying parts were being sourced, Friday evening got another email to say repairs were complete and on the Saturday the same week DPD delivered me my phone back. What I've received back has genuinely impressed me. No DIY repair job this, I've ended up with a full brand new rehousing of the phone front and back (ended up with a black back instead of original grey) but everything looks like genuine parts including a new s-pen. Screen is smooth to scroll and crisp - so if this isn't a genuine part it's certainly on par. Obviously without opening up i'd have no way of knowing but the seals are all very professionally done.

Same IMEI/serial as before so 100% original internals, and cameras working good as new with excellent images.

Essentially £100 for a brand new shiny phone again and a super quick turnaround. Very impressed.

Assurant are absolutely rubbish, I will be cancelling my insurance, my communication with them has been awful, they asking stupid questions over and over and when I told them this the customer advisor hang up on me, the phone they said they have fixed is not working in a draw. I paid £75 to fix but had to go out a buy a new phone costing £1200. What is the point, they have said they will not look at the phone again so now I have referred to financial ombudsman. Rubbish company and useless, don’t know why Nationwide use them, waste of time and money.

I have just had my IPhone Pro Max repaired, as the screen and rear glass was smashed.

The screen that has been fitted is not a genuine Apple screen, this is not what I expect to happen when it’s a Pro Max IPhone, or any IPhone at all.

Not very good at all.

Absolutely shocking experience with Assurant.

I went out for a run, dropped my phone and ended up with multiple issues.. scratched screen, charging port stopped working and the phone constantly restarting. I clearly listed verything in the repair form. Paid £75 for the repair and another £12 to send it back via recorded delivery.

They sent it back the very next day, which already felt rushed… and now I see why.

The “repair” is a joke. They’ve swapped in a cheap-looking, clearly used silver charging port (my phone is black, so now it looks ridiculous). You can literally see dust in it, no care, no quality control, nothing. The screen? Completely ignored. The battery/power issue? Also ignored. the phone is still restarting every few minutes exactly like before.

So what exactly did I pay £75 for?

I called them and basically got told "that’s it" no accountability, no attempt to fix it properly, nothing. Just completely dismissive and said they can have a look at the screen again but will need to send it back.....my faith is completely shaken t this point so might just repair the phone at apple.

This is hands down one of the worst service experiences I’ve had. Feels like they did the absolute bare minimum (if that) and sent it straight back without even checking the actual problems.

Unprofessional, careless and honestly feels like a scam.

Avoid at all costs.

they’ll probably take their time to reply to this with some generic template response trying to make it look like they care. If they put even half that effort into actually doing their job properly, maybe customers wouldn’t be left with half-broken phones. Don’t be fooled by any polished replies. the reality of dealing with them is terrible.