John Lewis Home Insurance - www.johnlewis-insurance.com

Had insurance for 2 years after a leak tried to make a claim very poor customer services

Was advised ceiling covered but not floor tiles

Had to get independent surveyer in at extra cost and plumber to stop the leak after their plumber said it was from beading and in actual fact it wa the water pipe

I have had to give one star as you can't give none. We are still waiting after 4 days without heating or not water for a simple repair to our boiler. This is the worst company I have ever dealt with for customer service. It is a disgrace that John Lewis employs the company to run the so called Home Emergency Service.

Bought John Lewis Home Insurance around October 2015 after hearing great reviews. My experience not so great. The insurance team absolutely can't fault them but the underwriters Royal Sun Alliance who I even have shares with!!! NOT GREAT. Burst cold water pipe on 2nd February still not resolved and as from Tuesday 15th March will be 6 weeks since we had a leak from cold water pipe from our bedroom into our living room and remains unresolved as they want us to accept 'patch' job. Not impressed. I complained about assessor but they sent email to him! REALLY! So 2nd complaint to CEO on 8th March 2016 asking for resolution in 48 hours not materialised not even courteous call to say can't answer so disappointed. Not slept in our own bed for 5 weeks, my back in agony, shoulder pain like I've never experienced! Going to doctor as far rather give birth than suffer this inconvenience, pain and distress we are in. Would you take out Insurance now! Never again as my first claim and assessor - well REALLY!

Not only that the new carpet delivered on the 2nd February lying down full length of stairs as can't be laid due to holes in bedroom floor - old carpet was lifted prior to leak occurring so has not been included in my claim - but the new carpet that is starting to warp on the stairs and may never be able to be used - may need claimed for.

Disgusted......

I have been a John Lewis fan for years and years,But now I have a home emergency as my boiler broke down and they use a 3rd party company called CET home emergency. What an absolute joke of a company all based on false promises. I have been without heating and hot water for over a week.i have made more than 15 yes 15 phone calls to these idiots at CET.

Each person you talk to say different things.

I will make sure I change my policy after this disgraceful service.

If this is how you treat a 87 year old then no thank you John Lewis

The person who answered my call requesting a quote had such a heavy accent I could hardly understand him. He automatically assumed it was ok to address me by my first name - I wouldn't have minded if he'd asked first but thought it was impolite to assume it was alright. I was keen on using them as they have a good reputation. However during the quotation I was becoming increasingly disillusioned as I kept asking him to repeat himself and he was not at all clear in explaining anything. The premium came out higher than my current insurer (the main reason I was considering leaving them was the high premium) and with less benefits. I still wasn't sure what was covered and what wasn't! Could do better - I'll look elsewhere. Not quite sure where the good reputation comes from!

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…

I had my insurance with John Lewis last year, when I got my renewal through I rang to question the cover included, as I was led to believe I was covered for accidental damage to my disgust they told me I was never covered, telling lies to sell a policy a bit below the belt would NEVER use or recommend.

I purchased John Lewis "Premier" insurance in the mistaken belief it would be better. We had a storm which displaced the chimney flashing allowing water to get in and ruin our ceiling and walls. The cost to put it all right was over £1,000. Despite photos from the roofer and his written confirmation that it was storm damage the assessors refused our claim saying firstly it was "chimney maintenance" which it proved not to be true, then they said the photos were "inconclusive", then they claimed it was "wear and tear". Then they had the nerve to wish me a happy Christmas - some chance!

It is that time of year again when I had to get my house insurance renewed. After a disaster with Sainsbury's insurance last year I wanted some one with a good reputation. I thought I would take a look at John Lewis.

I obtained the quote which was higher, that was to be expected and not a problem, particularly when I was told they would price match. I agreed to go ahead and was told they would send the documents out to me. I waited a week, but nothing came through. So I called back and asked what was going on. I received an apology and it was at this point that it was explained to me that I would have to pay the whole premium and only receive the money back after I had sent in my old renewal. I was happy to provide the renewal, but not to pay before they agree to the premium.

I was given an email address to send the renewal through to have it checked. But the email came back. I called and got another email, but the email came back. I called again and the email came back. I was given a personnel email, but that came back.

Frankly I would not deal with anyone who a. would not agree a premium before you signed a contract and for them to make it that difficult to deal with them sends out lots of alarm bells about what they will be like to deal with if you had a claim. My advice is to stay well clear. If you want good service and an excellent policy I would recommend NFU Mutual and for a good policy and price try Nationwide.