Sainsburys Home Insurance

I have been a loyal customer of Sainsbury’s home insurance for 9 years and today they just lost my custom. Last years policy price £161 my renewal £380 YIKES!!

I have never claimed on my policy (although they did add a claim by mistake 2 years ago and said it was an admin error ????)

They obviously do not want to keep their loyal customers by putting premiums up by over 135%

When I called they said they could reduce it by £40 aye get stuffed I went to another reputable company and a like for like policy cost me £220

So Sainsbury……… I hope you read this. You do not want to lose customers like this and you also need to up your game re your customer helplines as the wait is depressing

Bad, inhumane and robotic customer service at Sainsbury's Home Insurance.

It is a shame that I cannot give half a star. The only service they provided was picking up the phone after multiple attempts and persistently asking to pay for a penalty for a direct-debit debacle even without attempting to understand and resolve the issue. The only excellent service came when I decided to cancel my insurance. It appears that the workers are happy for the clients to go elsewhere, so they only reiterate words on the website about the insurance.

There is no room for any humane communication and attempts to understand and resolve the issues of the policy holders. Note, I was not making a claim. I was only attempting to resolve an issue with the direct debit from by bank which resulted in an unsuccessful direct debit to sainsbury's insurance. In this same month, my direct debit issues affected other companies, including EE and none of them automatically applied a penalty. The other companies only attempted again at a later date and it worked. Sainsbury's should focus on selling groceries, which is what they are good at. The worst customer service ever to a policy holder who has never made a claim in 5 years.

My home insurance was due to renew and I wanted to cancel as my circumstances have changed. I've tried for two weeks to call them and after a minute or two with an automated person speaking to you, you get cut off. while on the call it tells you you can do everything on the app. But in the app it tells you to call them, so stuck in a loop!

Avoid Sainsburys Home Insurance, might have been a good price at the time of taking out the policy, but it's impossible to speak to anyone.

The claims side might be different.

Previously happy customer until I've had to try and contact them.

Impossible to log into my home insurance portal. I have wasted hours entering and re-entering details which it refuses to recognise. I changed from my previous insurer because I could not get an answer to phone calls. Amazingly, Sainsbury’s is even worse. I thought that Sainsbury’s good reputation would be a guarantee of good service- how wrong I was.

Received an email from Sainsbury’s home insurance stating it was time to renew our policy.After phoning the telephone no. on their email wishing to speak to someone regarding our policy we waited almost 30 minutes before being answered by some department in Spain.The gentleman who took our call gave us another number to phone and after another wait our call was answered by the airline EasyJet.(You couldn’t make this up!!)Several more attempts were made to contact Customer services only to be put on hold and then cut off by the call handler mid call.In all we spent more than 3 hours on the phone trying to resolve certain issues with our policy to no avail.We have now decided to go elsewhere for our Home insurance.All in all an utterly shambolic service would definitely not recommend.

I have been with them since 2006 and coincidentally was sectioned to a mental hospital the last time I considered changing a couple of years ago. I have paid between £45 and £65 for mainly compulsory building cover (I'm a leaseholder). I have mainly made claims for lost keys when they are covered, although for instance the last time I claimed a neighbour phoned for me - I'd lost my phone as well as my keys - and they said they would cover it and after a wait of a few hours someone came and later as I was told on the phone I was charged £25 excess. The next day or so I managed to find one piece of paper I'd received from them that happened to be the schedule and I saw that although I'd had missing key coverage the year before now I didn't have it. So, first of all, why not? Second, why wasn't I more aware of this - even though I appeared to have the schedule, I otherwise receive very little or nothing in the way of information from them either by post or by email. So, for instance, my policy renews in February automatically but I have no idea what it will include this year. If I had a letter from them I don't remember and have had no email notification - perhaps they have an old email address? Apart from keys I once got a handle on a window fixed and then tried to get a soffit fixed but was told I had already claimed too much with the window. My main complaint is the lack of information. No letters either I get from anyone these days have official stamps on them.

I had a water pipe leak on my kitchen on monday, still waiting for emergency plumbers on thurs. nothing but lies from staff on phone lines, how they are on their way to fix leak, only for the plumbers to go sick, so cant make it. they must employ the most sickly plumbers in the country. When asked why they keep lying to me, the phone staff just say we're really sorry always the same answers and excuses,there is something really bad about sainbury's emergency insurance. I have cancer and really need to get my water back on, as after 3 days of leaking water and stinking toilets, I think its becoming a health hazard in my own home, all thanks to drive you in-sainsbury emergency home insurance

Home insurance, been with them for 10 years. The portal is absolutely useless and the customer service are the worst I have ever had to deal with. Tried charging me £16 for cancelling a policy, 2 years ago and the awful person on the other end of phone would not accept that I had never cancelled a policy. It wasn't until I insisted she checked again that she realised it had been an error and written off. Every time you try to sign into your portal you have to wait for a code, which never turns up and if it does and you input it, it then says timed out. This I have noticed happens even when you want to do an online grocery shop, so we stopped shopping with them a long time ago. Sainsburys home insurance use to be very good but these past two years they have fallen off the edge of a cliff and now losing customers left right and centre. I have cancelled my policy and gone with another company. Even though Sainsburys were in the wrong, they tried to charge me £39 cancellation fee. I refused to pay it.

I am absolutely disgusted with Sainsbury's. I contacted customer service, if that’s what you can even call it!! Due to me being very poorly I missed a direct debit payment, I spoke to them 4 times in a day. I asked if they could possibly wait one week for my payment. They had even sent me a text message saying that if you are experiencing difficulty to call them and they will help and sort out a payment plan or add the payment onto the next monthly payments. I asked the girl on the phone who she had spoken to to ask if they could help? Did she speak to someone on Teams? Her reply was “it’s none of your business!” Excuse me, I am the customer here, she kept over talking me and was extremely rude. Sainsbury's have not treated me fairly at all! They are cancelling my policy and I have even advised them of my circumstances. I asked to speak to a manager, the girl said well you can’t! I raised a complaint and I was told well it won’t be any good because you won’t get a reply for eight weeks and your policy will be cancelled today. Please do not take out a policy with Sainsbury’s. They do not have any customer care whatsoever! I came off the telephone and I was in tears from the way I had been treated and spoken too.

Incredibly poor customer service. Problem remains unresolved due to a disorganised service and complete incompetence. Phoned and they couldn't even find our policy. Not even with policy number, direct debit instruction and email confirmation. Took about 6 separate phonecall and 3 hours on phone over 2 days to even log the claim. Call handlers mysteriously kept hanging up or call got lost during call transfers on the first set of calls which we made after work on a Friday. This was so frustrating ... Believe me, not my idea of a good time spending Friday night doing this. Presumably a strategic move since we were phoning after work on a Friday night and call handler didn't want to deal with it. 8 days later and still no action has been taken. Will appreciate it if someone gets back to us as incident results in us without a cooker which isn't ideal with very young children in the house needing nutritious meals cooking. If they don't sort it out, my intention will be to pay for it privately and put a claim in to Small Claims Court as we are covered for this by our policy so want all direct debits paid refunding back. Haven't needed to claim for anything in 25 years of home ownership but definitely won't be using Sainsburys again that's for sure!