Assurant Reviews 

Customer service and care is arguably one of the worst I've received. They do not care about you. My recommendation would be look elsewhere.
They will actively make it as difficult as possible for you. They dodge emails, they do not phone.

I’m sad I can’t give a negative rating.

Appalling service.

Forced me to send my phone in. Claimed I never sent it. 4 weeks without a phone and about to embark on an ombudsman investigation.

Frightening to see there are multiple recent examples of the same thing happening. Maybe it’s their own internal operation being poor rather than the customers’ faults? I imagine they lose their phones in the warehouse but they blame it on DPD. Smells fishy and seems like a bit of a racket in all honesty.

This company will replace your screen with off brand very poor quality parts, the screen is very poor quality and is nothing the same to the original screen on my iPhone 15 pro max. I filed a complaint which was rejected and have been left out of pocket with a heavily depreciated phone. AVIOID AVIOID AVOID.

If it was possible to give this company a zero I would. My phone has been with them for 3 weeks and still I have no resolution. First they made a faulty repair using incompatible parts and whilst the screen was replace, I was unable to restore my biometrics. I was then asked to send my phone back for a 2nd repair, which I did immediately. Afrer another 7 days I was then told they cannot fix the biometrics because the phone data needs to be wiped and I would have to wait another week or 2 whilst they returned the phone for the second time and wait for them to do a 3rd repair. I am totally frustrated because in the meaning time I am without my phone and I have been charged for a repair that was never carried out. Plus I live with a vulnerable person so need to be able to have reliable access to my phone and apps etc. I bought the insurance with Vodafone and I am now going to contact Vodafone to see if they can resolve this. Extremely stressful experience.

Used this company through my bank insurance for a mobile claim, the turn around was 5 days which wasn’t the end of the world but when I received it back the iPhone had many warning lights to say that no genuine parts had been used, unfortunately I cannot attach images as I have screen shots. Followed by a few days later the phone continuously resetting every few minutes, overheating and for a best description completely useless! I called the number as instructed to which I had staff tell me all I’m offered is free postage (you have to pay for the initial send) so now I can go another week whilst they reaccess the phone. AVOID AVOID AVOID

I would strongly caution anyone considering phone insurance through Assurant.

My phone was stolen abroad and I provided what I believe to be overwhelming evidence to support my claim, including a police report, proof of ownership, mobile network records, Find My iPhone evidence, Lost Mode screenshots, flight records, accommodation records and supporting evidence showing my attempts to locate the device.

After a lengthy investigation and months of waiting, Assurant rejected my claim, not because they found evidence that the theft did not occur, but because I answered “no” when asked whether I had previously made a claim on the phone.

The issue is that in 2025 I briefly opened a claim with another insurer after believing the phone was lost. The phone was recovered within days and I immediately closed the matter. No replacement device was issued, no payout was made, no settlement was offered and no decision was reached.

I genuinely did not consider a withdrawn notification that was closed within days and resulted in no benefit whatsoever to be a previous insurance claim. At no point was I asked whether I had ever opened and withdrawn a claim. Had I been asked, I would have explained the circumstances immediately.

What I find most concerning is that rather than asking for clarification or considering the context, Assurant chose to reject the entire claim despite the extensive evidence provided in support of the theft itself.

Customers pay for insurance expecting genuine claims to be assessed fairly and reasonably. My experience has been the opposite.

I have now submitted a formal complaint and will be escalating the matter to the Financial Ombudsman Service if this decision is not overturned.

Claim number - 56069298

UPDATE (25/06/2026): Case Now Officially Escalated to the Financial Ombudsman Service (FOS)Following my review above, I submitted a highly detailed formal complaint to Assurant yesterday (24 June). Shockingly, rather than conducting a meaningful investigation, Assurant issued their final rejection letter less than 24 hours later (25 June). It is logistically impossible for them to have reviewed my points, listened to call recordings, or verified third-party data in this timeframe. This was a completely automated, sham "review" designed simply to close the ticket.To make matters worse, their formal rejection letter contains staggering factual errors that prove completely incompetent handling. The investigator claims that during our call on 3 June, I stated my phone went missing in the "Shoreditch area." This is an absolute fabrication. My current phone was stolen abroad, which is fully documented by my foreign police report, flight itineraries, and hotel bookings. Their handler lazily lifted the "Shoreditch" location from the closed, zero-value 2025 entry on the database and falsely attributed it to my verbal statement regarding my current holiday theft.Assurant has completely failed in its regulatory obligations under the FCA’s Consumer Duty rules. They are weaponising a harmless, £0 withdrawn notification from a year ago—which had zero impact on their underwriting risk or my policy premium—as a bad-faith technicality to avoid paying a fully proven theft.Because Assurant refuses to apply basic common sense or follow UK consumer law (CIDRA 2012), I have officially submitted my case and all supporting evidence to the Financial Ombudsman Service today. I refuse to let a multi-million-pound corporation use sloppy paperwork and automated scripts to deny a valid claim. Monzo customers beware: Assurant's internal complaints process is completely unfit for purpose.

Assurant warranty have rejected the claim to pay for the repairs on my car based on the fact I drove the car with an Amber light to the garage. I took the car to the garage within 24hours of the amber light coming on and no more than a 5mile journey. They claim that this caused more damage, and are not willing to contribute to any of the repairs. How they have come to this consultation without looking at the car I do not know. A 5mile journey certainly wasn't the 'straw that broke the camels back'. AA advise that you can still drive with am amber light, but it should be checked by a garage. I have followed this process.

Well just when I thought my feelings for Assurant couldn’t get any lower they just have. A mediation company have tried to fight my claim. As expected Assurant said no. But they also said that even though I’ve had to sell the car for £1500 -if repaired it would be £9000 -they are going to keep taking the insurance money each month for the next two years for a car I no longer own and had to sell because the engine failed and the decided not to pay out. Great news though if I become disabled or die they will stop the policy then.
So happy to know I will spend £1000 in total for a policy which is basically worthless. In a few years I’m sure we will all be getting compensation for being mis- sold a policy which I certainly was. I’m sure Assurant will contact me after this review saying how sorry they are and telling me I can respond then take absolutely no notice of my response. That’s what they did last time.

Wrote a review 5 days ago regarding a breakdown cover.Assurant sent me a message to complete, sent all details, have still not had a reply,stay away from this company ,totally useless should not be in business,trading standards will be my next call.

Absolutely appalling customer service at assurant. Accepted my claim 8th May, took my excess & allege to have not received my phone despite DPD tracking saying they did! I’m out of pocket by £1400 for the phone plus £100 excess. Please don’t use this company, there are legitimate insurance providers out there who will complete repairs and replacements smoothly and within time scales. It’s now been 6 weeks since I made the claim, 5 weeks since I sent the phone and I’m no further forward & constantly chasing for updates. They never return calls when they promise to

Claim Number - 56076687
I am absolutely disgusted by the service I have received from Assurant and would strongly urge anyone considering using their services to think very carefully before doing so. Having now experienced their claims process firsthand, and after reading the significant number of negative reviews highlighting poor customer service and what appear to be tactics designed to avoid paying valid claims, I sadly believe my experience is far from unique.
While on holiday, my mobile phone was either lost or stolen. Ironically, I had insurance cover through both Samsung Care+ and my Virgin Money Club M Saver account. Despite being a long-standing customer and having paid insurance premiums for years without ever making a claim, both claims have ultimately been rejected.
What has been most disappointing is the manner in which I have been treated throughout the process. Rather than feeling supported as a genuine customer who has suffered a loss, I have been made to feel as though I was being accused of dishonest or fraudulent behaviour. It appears that any ambiguity or wording used during the claims process is scrutinised and then used against the customer to create grounds for rejection.
In my case, Assurant claimed that my account of events had changed. I was genuinely unsure whether my phone had been stolen or simply lost. However, this was subsequently used as a reason to reject my claim under Samsung Care+.
Following that decision, I submitted a separate claim through my Virgin Money account, which provides cover for both lost and stolen devices. I was open about the fact that I had previously submitted a claim through Samsung Care+. Despite this being an entirely separate policy with different cover provisions (chief point being it covers for loss), I was informed that because I hadn’t disclosed the previous claim had been rejected I had been untruthful and this claim would also be declined.
This outcome leaves me questioning the fairness of the entire process. I have paid for insurance protection for many years, made no previous claims, and when I finally needed to rely on that cover, I found reasons being sought to avoid honouring the claim rather than a genuine attempt to assess it fairly.
I strongly believe that reputable brands such as Samsung and Virgin Money should carefully review their relationship with Assurant. The quality of service I have received reflects poorly on their brands and risks undermining customer trust that has been built over many years.
I have formally disputed the claim decision and requested that this matter be treated as an official complaint. I also intend to raise concerns directly with both Samsung and Virgin Money and, if necessary, escalate the matter to the Financial Ombudsman Service for independent review.
As a result of these decisions, I am now faced with replacing a handset worth approximately £1,200 while also reflecting on the fact that I have paid insurance premiums for years without ever making a successful claim. The experience has completely eroded my confidence in Assurant and the value of the insurance products they administer.
Going forward, I will be cancelling my insurance policies and will actively avoid any insurance product that is underwritten, administered, or managed by Assurant. Based on my experience, I could not recommend their services to anyone.

Shocking company, Filed claim on June 1st 2026, recieved a email from samsung dpd would be in contact to arrange a collection for my phone, its been almost 3 weeks now, ive been on the phone 3 times regarding this, Told different things, told it was a bug and IT department needs to fix it and i will get a email at the end of the day for a collection, well i never did, this is a joke of a company, i will be taking further and will be getting legal advice, i paid a access fee and have received nothing but stress!!!!

EASILY ONE OF THE WORSE INSURANCE COMPANIES IN THE UK. THE SERVICE IS POOR AND THEY CANT EVEN UPDATE YOU PROPERLY ON THE SITUATION. LOST AND CLAIMED MY PHONE ON THE 3RD. ITS THE 17th STILL WITHOUT A PHONE AND STILL AWAITING MY CLAIM TO BE ACCEPTED. IVE UPLOADED WRONG DOCUMENTS, SO NEED TO UPLOAD THE ONES ASKED FOR. NO DETAILS PROVIDED, NO FOLLOW UP, POOR COMMUNICATION & THEY REALLY ARE NOT WORTH YOUR TIME. IF IT WASNT FOR ME CHASING UP AND CALLING THE CLAIM WOULD STILL BE PENDING. WHICH IT IS AND THEY HAVENT EVEN BOTHERED TO CONTACT ME. ONLY GET A ONE STAR BECAUSE A LOVELY LADY CALLED SHARON HELPED ME PROCESS EVERYTHING ACCORDINGLY.

Awful item insurance cover and a very poor claims experience. NOT to Mention, everything was automated. Not once have I talked to a human.

So....

I bought accidental damage cover because I genuinely thought my item would be protected if something accidental happened. It turns out I was wrong.

My external hard drive was damaged after a genuine accident. I visited my sister’s house, accidentally left my bag in the garden, and it rained. The hard drive was inside the bag and was ruined by water damage.

Assurant rejected the claim by quoting broad wording about “taking care of your product.” They mentioned examples like not following manufacturer instructions, using the product in an environment that could increase risk, intentional damage, or commercial use.

But they did not properly explain how those examples applied to my actual claim. They did not identify a specific manufacturer instruction I had breached. They did not say it was intentional damage. They did not say it was commercial use. They simply relied on broad wording and rejected the claim.

I thought accidental damage cover was supposed to cover unexpected accidents. Apparently not.

The communication also felt generic and automated. After I challenged the decision and asked for a proper explanation, I received template-style responses, and then even got a survey saying the claim was complete while my complaint had only just been transferred for investigation.

Based on my experience, Assurant’s cover for items is awful. When you actually need to claim, the cover may not protect you in the way you expect. I would not recommend Assurant for item insurance.

AVOID They repair your phone with the nationwide insurance that you get on the flexplus account. They send your phone to a place where they install cheap glass on it that breaks again straight away by even pressing it! They claim it states they can do this in their terms and conditions and ombudsman lets them do this as they can’t prove the glass is rubbish as assurant won’t say where they got the glass from 😂 avoid!

I am writing this review to highlight an incredibly unfair claim rejection by Assurant regarding an iPhone 17 Pro Max 256GB that lost on 27th May 2026.Assurant rejected my claim by citing a policy clause stating I "deliberately left my device where others could see it, but I couldn't." This is a complete mischaracterisation of what actually happened. The phone was securely in my pocket while I was riding, and it accidentally fell out during the journey. I only discovered it was missing later on.I did not leave the phone unattended, nor did I deliberately expose it to risk. Carrying a phone on your person is standard, responsible care. Assurant is using a loophole meant for "unattended items" to avoid paying out a legitimate loss claim on a premium device. I strongly advise others to think twice before relying on their policy. My claim number is 56068860.

Appalling repair quality and even worse customer service from Assurant (Lifestyle Services Group) via my Halifax Ultimate Reward account.

They repaired my iPhone screen, but returned it with a permanent "Unknown Part" system warning in the iOS settings. This has completely disabled core manufacturer features like True Tone and severely devalued my handset for any future trade-in or resale.

When I complained, Customer Relations (Thomas and Jayden) issued a ridiculous response claiming the message would "disappear after a sync." This is a blatant technical lie. It has been over 4 weeks, and according to official Apple documentation (which my phone links to directly), this error is permanent because Assurant failed to use Apple-certified calibration software.

Now they are trying to waste my time by demanding I visit an Apple Store to prove their own bad repair wrong. Absolute cowboys who use cheap, uncalibrated components and lie to premium bank account holders to avoid responsibility.

I have already raised a formal complaint with Halifax and am escalating this directly to the Financial Ombudsman Service. Avoid at all costs!

Update Tuesday 9 June
Assurant(Scammers) have replied with corporate spin and it does not answer the actual issue.

Assurant says “technical inspection findings”, but they have confirmed to me that there is no full assessment report, only an external visual inspection,

That is not a proper investigation into why a refurbished replacement iPhone failed after around six weeks.

They also cannot provide device-specific refurbishment, grading or QC records proving the replacement phone was properly checked before being sent to me.

So the public reply sounds reassuring, but the reality is simple: Assurant rejected the warranty without a full assessment and without evidence showing the replacement handset was properly checked before dispatch and tried to extort me for a further excess of £75

This is exactly why I am taking it to the Financial Ombudsman.

Original review 8th June 2026
Shocking experience with Assurant / Nationwide FlexPlus mobile phone insurance.

I was supplied a refurbished replacement iPhone 13 Pro Max. After around six weeks, it failed. Assurant then refused to honour the warranty, claiming alleged liquid damage, and tried to charge me another excess.

When I challenged them, they could not provide any device-specific refurbishment, grading or quality-control report proving the replacement phone was properly checked before being sent out. In my view, that is completely unacceptable.

This feels like a system designed to wear customers down: take the monthly fees, send out refurbished devices, then reject responsibility when something goes wrong.

I have reported this to Nationwide and I am taking it to the Financial Ombudsman Service. I am also considering using Money Claim Online, the UK Government court service, to recover my losses.

If this happens to you, do not just accept their decision. Demand the engineer’s report, photos of the alleged liquid damage, photos of the liquid indicators, refurbishment/QC records, and a Final Response letter. Then escalate it.

Based on my experience, I would strongly warn others to think very carefully before trusting this insurance process.

Heres the link to Nationwide to make a complaint if your insurance is part of a package offered by a company (in my case Nationwide)

Complain about them to the Ombudsman. Assurant / LSG are a scam company and will be found out when enough complaints are made.

My iPhone 17 was stolen. Provided all evidence and this scam outfit did everything possible to find a way to cancel my claim. I phoned up and they kept on repeating that if fraud is found I'd be reported like as if to scare me so I cancel my legit claim. Why go into the insurance game if you cant insure and pay out when help us needed. F you

To whom this may concern, I am writting this email to make a formal complaint on the service I have received. I have made a claim for my phone an iphone 14 256gb. On 2 occasions i have received the same phone that is clearly damaged, despite the fact that i have to send it back, device: iphone 14pro, with a gap between bottom right corner screen and body of the phone also screen is operating in slow motion that should not happen on an iphone, unless there is something wrong with the screen. This is so unprofessional for a company by your size. Under UK consumer law consumer rights.

The
phone should be in a condition that a reasonable person would accept. Visible physical gaps or structural failure fail this test instantly.

It must function safely and reliably as a mobile device.

I am aware that you provide used mobile devices but a physical gap and the screen operating in slow motion does not match that description.

Were your team incompetent or were you purposely doing this? Please make sure you send me a satisfactory quality device this time as i also have to pay for printing extra documents in case that i have to send the device back to you. . I do not want to see myself obliged to contact Financial Ombudsman Service FOS. . It is needless to say that I will NEVER use the service from you guys anymore. Your behaviour is shameless and you should be ashamed of the way you are treating your customers.