Dreading what i am going to receive. Phone damaged last Friday (one week ago). Lloyds insurance. Sent it to Assurant Sat morning. Monday morning they confirmed it was unreparable and replacement woul... See more
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I had a highly frustrating experience with the Assurant claim and return process. While my initial claim went through, the replacement device arrived with a faulty camera on day one. Because this phon... See more
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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 yo... See more
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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. F... See more
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Company details
Written by the company
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Contact info
Assurant, Westemere Drive, Crewe Business Park,, CW16UN, Crewe, United Kingdom
- 03332205463
- uk.complaints@assurant.com
- assurant.co.uk
1.6
Bad
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 99% of negative reviews
Typically replies within 24 hours
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When I read the reviews I was worried…
When I read the reviews I was worried that I would have an awful experience using this company to repair my phone but I was proved wrong.
It was an easy process to make my claim and to send my phone to them and within 3 working days I had my phone back as good as new.
Obviously other people have had different experiences with this company but I was very happy with the service I received.
March 19, 2026
Unprompted review
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Dreadful. loop holes to avoid fully…
They have loop holes to avoid fully repairing damaged phone. I returned my phone (at my expense) as it was dropped under a car wheel which smashed screen and dented case. It arrived back with replacement generic screen not Apple, the case still damaged. I rang to complain and was told they only replace the frame if it impairs the phone operation. As it took them 15 minutes to confirm it was repaired I'm unsure if all the faults I highlighted were fully checked. I paid £75 excess, £10 postage and no phone in the meantime. I could have had the screen changed the same day locally for £50. Avoid!
March 19, 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your experience, and I’m really sorry to hear that you were disappointed with the outcome of your repair. I completely understand how frustrating it must have been to be without your phone, pay an excess and postage, and then feel the device wasn’t fully restored.
When a device arrives with us, it’s assessed in line with the policy terms to determine what repairs are required to return it to full working order. Cosmetic or non-functional damage to the frame may not be replaced if it doesn’t impact the operation of the phone, but this should always be clearly explained. I’m sorry if this wasn’t made clear in your case.
Regarding the replacement screen, we use high‑quality components that meet the technical requirements of the manufacturer. However, if you have concerns with the performance or quality of the screen fitted, we’d really like the opportunity to review this for you.
We’d appreciate the chance to investigate the repair further and make sure everything was handled correctly. If you can, please respond to our message so we can ensure this is escalated.
Thank you again for your feedback.
This has been one of the worst…
This has been one of the worst experiences I’ve had with an insurance company. After losing my phone, I submitted a claim and had to wait up to five days for a response. When they finally replied, they asked for more documents, causing yet another delay. I tried calling to speak to the assessment team, but they refused to transfer my call. The whole process feels slow and unhelpful. I would strongly advise others not to waste their money.
March 6, 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your experience. I’m really sorry to hear how frustrating the claim process has felt, especially after losing your phone and then being asked for further documents. We understand how important your device is and how delays can add to an already stressful situation.
We aim to assess claims as quickly as possible, but sometimes additional information is required to verify details and move the claim forward. I’m sorry this wasn’t clearly explained to you and that your attempts to speak with the team left you feeling unsupported.
We’d really like the chance to review what’s happened and make sure your claim is progressing as it should. If you are happy too, please respond to our message so this can be reviewed.
Thank you again for your feedback, we genuinely want to resolve this for you.
Don't waste your money.
I have had the warranty policy for 3 years, tried to claim twice. Both declined instantly. Second claim was declined for multiple reasons changing every time I challenged it changed slightly. They didn't even ask for the car service history to assist with the assessment, just a straight no. Waste of money they sight "Wear" as a way of getting out of everything so unless you car is new with 0 miles it will be a no from them. Avoid and save the money for repairs yourself.
March 9, 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your feedback, and I’m genuinely sorry to hear that your experience has left you feeling this way. We understand how disappointing it is when a claim doesn’t go the way you expected, especially after being with the policy for several years.
We always aim to assess each claim fairly and consistently, and any decisions should be based on the specific circumstances of the fault as well as the terms of the policy. “Wear and tear” should only be applied when it is genuinely relevant to the failure being claimed for, and the reasons for our decision should not change each time you speak with us, so I’m sorry if this is how the process felt from your perspective.
We would never want you to feel that information such as service history has been overlooked, and we’d really like the opportunity to review what happened here to ensure that everything was handled correctly.
If you’re open to it, please respond to our message so we can look into this fully.
Thank you again for sharing your experience, and we hope we can put things right.
Wrost company.its almost one month my…
Wrost company.its almost one month my phone was lost. No update no nothing. I don't know why I did this insurance for what. Only money pay. Guys please don't do any insurance with this company. Otherwise you need to wait too long. Other companies covering insurance within 1-2 day's but this company 1-2 months. Oh my god!!!! Fully frustrated company 😠
March 15, 2026
Unprompted review
Reply from Assurant
I’m very sorry to hear how frustrated you’ve been, and I understand how worrying it is to be without your phone for so long. This isn’t the experience we want for any of our customers.
I’d really like to look into what has caused the delay with your claim and provide you with a clear update. Please can you respond to our message so we can ensure this is raised and looked into.
Thank you for sharing your feedback, we genuinely want to get this resolved as quickly as possible.
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Assurant Platinum Car Warranty
I have a platinum warranty via assurant that I obtained via the car dealership when buying the car. My ecu recently failed and I found a mechanic to complete the job. I raised a claim via the warranty provider and now after almost a month with no repairs done the claim still isn’t approved. Every time I contact I speak to someone different who has different advice on where the claim is. They keep advising they require further information but the warranty provider keeps going round in circles regarding the information they require and communication is really poor. Avoid at all costs the warranty isn’t fit for purpose and just complicates the process.
March 12, 2026
Unprompted review
Reply from Assurant
Hi there, thank you for taking the time to share your experience, and I’m really sorry to hear about the delays and communication issues you’ve encountered with your ECU claim. I completely understand how frustrating it is to be without your vehicle for so long, especially when you're trying to follow the process correctly.
This isn’t the level of service we aim to provide, and I apologise for the inconvenience caused. To move this forward as quickly as possible, I’d really like to review the claim details, understand what information has already been requested, and ensure the correct team picks this up without further delays.
If you can respond to our message, we’ll make sure the case is reviewed and that you receive consistent communication from a single point of contact going forward.
Thank you again for raising this, we want to get this resolved for you as quickly as possible.
Was doubtful but turned out well.
After reading these reviews I was dreading things. I read the reviews after id sent my phone to them so needless to say my bum was twitching. However, first off my phone was lost in the post by DPD. No surprise there they're somehow worse than Evri. After 4 days the tracking was still showing id dropped it off, but it wasn't collected.
Rang Assurant, got a very helpful lady who raised a dispute for me and said they would be in touch 1 to 3 days. Ok that's fair I thought takes time to look into it.
Next day I wake up to a missed call and an email saying a replacement phone was being sent out to me. Called them and was told id be receiving a Class A refurbished handset. The following day (today) I collected my phone and its brand spanking new in a sealed Samsung box! Checked the phone battery cycle count is 0 and date of first use is today.
So from my initial phone call (Monday) I now have a brand new phone (Wednesday)
Based on this i cannot say a bad word about them.
March 11, 2026
Unprompted review
Issues on their end affecting me
Was meant to be sent a replacement device yet received a dummy, now after two weeks I am still waiting with no proper mobile phone for their investigation with dpd. The issues on their end affecting me isn’t right.
March 1, 2026
Unprompted review
Reply from Assurant
I’m really sorry to hear about your experience, especially the frustration of receiving a non-working device and then being left without a proper phone while the courier investigation is ongoing. I completely understand how inconvenient this is, and it’s not the level of service we want you to receive.
When a dummy or incorrect device is delivered, we’re required to complete an investigation with DPD before we can issue a replacement, but I appreciate this has taken far longer than expected in your case. We’d like to look into this urgently and see what can be done to move things forward.
If you can respond to our message, we’ll be able to review the investigation status and work to resolve this as quickly as possible.
Thank you for your patience, and again, I’m sorry for the inconvenience this has caused.
ASSURANT IS A TERRIBLE COMPANY!!
Complaint ref: 279174100326
My iPhone smashed and fell into the rain. It was sent to this company for repair/replacement. Sent it off, it came back ‘repaired’. The phone kept switching off. Sent it off again, phone came back ‘with no fault found’. I went to pay for my parking at the station and it failed again. I got a PCN because of this and had to pay £60!! They sent out a replacement phone, on receipt of the old phone. Now, a few weeks later the battery is failing in the replacement phone. The error message says ‘none genuine battery’. It goes from 100% to 1% in a nanosecond. This is the second time I’ve had to put in a complaint about this company. So, they are now sending me ANOTHER refurbished phone esp ‘picked from their Apple Store stock’. I will now be on my FOURTH repaired/replacement phone. I need to wipe this phone but it won’t even stay on long enough to enable me to do so!!
This company have told me there was ‘no fault found with the previous phones’. They are either calling me a lier or a twit. I am neither, and have had iPhones since the very beginning.
This company should lose its contract with my bank, who I pay my insurance to. I will complain to my bank also. This makes Nationwide look really bad too, as they have given the contract to this company to deal with their device insurance.
I will definitely take this to the Financial Ombudsman if the 4th repair/replacement turns out to be faulty too.
They DO NOT adequately test their parts and phones before they send them out.
TERRIBLE SERVICE!!
March 11, 2026
Unprompted review
Reply from Assurant
I’m truly sorry to read about the ongoing issues you’ve experienced with your device and the frustration this has caused. This is far from the standard of service we aim to provide, and I completely understand how disappointing it must be to have multiple repair or replacement attempts without a lasting resolution.
I can see that you’ve had to send your phone back several times, including receiving a replacement device that has since developed a battery fault. I’m also sorry to hear about the impact this has had on your day-to-day use, including the parking fine you mentioned. I appreciate how stressful and inconvenient this situation has been, and you’re absolutely right to expect better.
Your feedback about the communication you received, the inconsistency in fault findings, and the concerns about the quality of the previous repairs and replacements is being taken seriously. I can assure you that all devices and parts should meet strict quality and functional standards before being returned to customers, and I apologise that this has not been your experience.
You’ve mentioned that this is now your second complaint and that you have an active complaint under reference 279174100326. Our complaints team will carry out a full investigation and ensure you receive a response with clear findings and next steps. We also want to make sure that the replacement device being sent to you is thoroughly checked so this doesn’t happen again.
I understand your frustration with the process so far, and I’m genuinely sorry that you’ve felt let down. If you would like us to review anything further while your complaint is ongoing, please respond to our message, we’re here to help and want to make sure this is resolved properly for you.
Thank you for taking the time to share your experience, and again, I’m sorry for the inconvenience and stress this has caused.
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The worst company I ever have been that…
The worst company I ever have been that keep lying now been about one month don’t bother with them
This it’s my claim number 56022897
Police number LLOY0001464097
February 24, 2026
Unprompted review
Reply from Assurant
I’m really sorry to hear you feel this way, and that you’ve been waiting so long for an update. This definitely isn’t the experience we want for any of our customers.
We’d like to look into what has happened with your claim and understand why things have taken longer than expected. If you’re willing please respond to our message so we can ensure this is passed to the right team.
Thank you for taking the time to leave your feedback, we do take it seriously and would like the opportunity to put things right.
My phone had water damage
My phone had water damage, I lodged the claim with a very proactive staff and I was assured that everything will be dealt with quickly but it went downhill from there. Following which I have had to send back my phone 3 times as the issue has not been fixed, infact there appears to be a fault with the camera, which the phone does not recognise, (looks like it has been replaced or tampered with) the face id does works intermittently and the mobile data does not work!! I have medical issues and need to have my SOS app working and available which I can not do as out of the wifi at home, the mobile data does not connect. I got it checked by the Apple Store, and they have given report on these faults confirming ALL of the above.
Now, for the 4th time, I have written to the complaints team and await the response. I am so frustrated with this company, the staff i spoke to 3 times subsequently were rude and not interested! It could be they get so many complaints that they are fed up!
January 9, 2026
Unprompted review
Reply from Assurant
I’m really sorry to hear about the ongoing issues you’ve experienced with your phone and the frustration this has caused. This is certainly not the level of service we want any customer to receive, and I completely understand how concerning it must be especially given that you rely on your device for medical reasons.
It’s disappointing to hear that the fault has persisted after multiple repair attempts, and that you’ve had to send the device back several times without the issue being resolved. Your feedback about the camera, Face ID and mobile data not functioning properly is extremely important, and I appreciate you taking the time to share the Apple assessment with us. This will help us review the situation fully.
I’m also very sorry to hear that some of your recent interactions with our team came across as rude or uninterested. That’s not acceptable, and your experience will be passed on to the relevant managers so this can be addressed appropriately.
I understand you’ve contacted our complaints team again for the fourth time, and we will make sure this is fully investigated. Please rest assured that your case is being taken seriously.
If you’re able to share your details with us directly, we’d be grateful for the opportunity to look into this and ensure the right steps are taken to resolve the faults with your device once and for all.
Thank you for bringing this to our attention, and again, I’m genuinely sorry for the inconvenience and distress this has caused.
Please avoid at all costs!
Please avoid! If any company offers you warranty, check it isn’t Assurant, they do nothing to ensure you are getting the service you pay for and they have a very condescending tone and talk to you like they are dealing with a personal matter. After multiple calls to get help they cannot provide you with a garage that actually provides repairs for your issue, multiple calls to so many garages and the don’t even bother to help until you are forced to go to the main dealer and pay 3x the amount Assurant will pay for diagnostics. This was not the impression I had when I took this out with cinch and they should do better to check which company they work with to provide extended warranty. They say they have agreed prices with garages they work with so it seems like they are planning to not pay for any claims from main dealer as they don’t seem bothered. They should have better processes in place for customers who are struggling to find a garage to help with the issue. They just take your money and expect you to do the work and judging by the other reviews, they won’t pay anything out! I wish I kept my money, they should be investigated by the FCA! Not worth the money! Look for an alternative! Will be raising with relevant parties
March 6, 2026
Unprompted review
Reply from Assurant
I’m really sorry to hear about the experience you’ve described, and I completely understand how frustrating this situation must have been for you. This isn’t the level of support we want any customer to feel they’ve received.
We appreciate how challenging it can be when you’re trying to find a suitable repairer, and I’m sorry that this process wasn’t as smooth as it should have been. While we work with a wide network of trusted independent garages, we recognise that there are times when a main dealer may be the only viable option. In those cases, we do still look to support the claim wherever the policy allows, and it’s certainly not our intention to make this difficult or leave you feeling unsupported.
I’m also sorry if any of the conversations you had with our team came across as unhelpful or condescending, this is absolutely not the standard we expect, and your feedback will be shared internally so we can address this properly.
We’d really like the opportunity to review your case in full and understand exactly what’s happened, including the support you were given when trying to arrange diagnostics and repairs. If you’re happy to do so, please respond to our message so we can ensure this is raised and looked into accordingly.
Thank you for taking the time to share your experience, it helps us improve, and we genuinely want to put this right for you.
Absolutely appalling company - don’t send your phone here
Absolutely appalling company to deal with and will never use again. Would rather pay for the repair. Phone taken to shop for a broken camera. The battery was below 80% capacity so agreed to change. A non-Apple battery was used as a replacement leaving a permanent error message on my phone which wasn’t there beforehand. The quality of the battery is worse than what was replaced. I made a complaint and advised it’s in the contract that they use non genuine parts of equal quality and standard both of which the product falls short off. I was offered a replacement battery but I’m still left with a worthless phone as companies won’t touch it with an error message. In my view this is not a like for like repair as the error message is considered in my view a default and unless removed is not a satisfactory repair. I have taken to Apple for a genuine battery who want double the cost of the battery as it’s got a non genuine part in. I wrote to assurant who don’t want to know and don’t believe they are in breach of both contract and consumer laws. The product provided is not fit for purpose and it’s a substandard repair leaving your with defective phone and product. The only way to resolve this is using a genuine item. Don’t touch this company. Fobbed off and instead of dealing with the complaint push you towards making a claim though the financial ombudsman which takes months.
February 13, 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your experience, and I’m really sorry to hear how frustrating this has been for you. I completely understand how disappointing it is to feel that the repair has left your device in a worse position than before.
To clarify, our policies do allow for the use of high‑quality, non‑branded parts when carrying out repairs. These components must meet required standards, and many manufacturers, including Apple, will display a notification whenever a non‑branded battery is installed. This message doesn’t affect the functionality of the device, but I appreciate that it can be worrying and that some repair providers choose not to work on devices with this notification present.
I’m also sorry to hear that the replacement battery did not meet your expectations. We offered a further replacement to resolve this, but I understand you feel that only a genuine Apple part would achieve a satisfactory outcome.
Your complaint is currently being handled through the correct process, and I’m sorry if it felt like you were being directed elsewhere. You are always entitled to escalate to the Financial Ombudsman Service, but our aim is to resolve matters directly wherever possible, and we remain committed to reviewing your concerns thoroughly.
If you’d like us to revisit the repair assessment or discuss alternative options, please respond to our message, so we can ensure this is escalated.
Thank you again for your feedback, we genuinely want to help reach a fair resolution.
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Another not enough to determine
I must have forgotten that it was 2026 and a Fault code on a car, then taken to a garage and confirmed it’s faulted means the parts not faulted. It’s wear. Needed quite a bit of work but the main problem was a fault with the timing chain but they cannot do anything because it could be wear. The only way that it could be a fault then must be when it damages the engine in a catastrophic way and they would probably say it was due to wear. I’m done with warranty. Not claimed in nearly 3 year to get this. I didn’t realise what people was saying when they said ‘it’s not worth the paper it’s written on’. Now I do!
March 3, 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your feedback. I’m really sorry to hear how disappointed you feel with the outcome of your claim, I completely appreciate how frustrating it is when a repair isn’t covered, especially after years of paying for a warranty without needing to make a claim.
Timing chain issues can be complex to diagnose, and although a fault code or symptom may be present, the underlying cause can vary. As part of the assessment, the garage and our technical team need to determine whether the failure is due to a sudden mechanical fault or gradual wear and tear. Your cover only includes sudden mechanical failure, so if the evidence suggests wear-related deterioration, we are unable to approve the repair under the policy terms.
I understand this distinction can feel technical and disappointing, particularly when significant work is required. We never want customers to feel that we are looking for reasons not to help, decisions are based solely on the findings from the inspection and the wording of the warranty.
If you would like us to review the claim again or discuss the assessment in more detail, we’re more than happy to do so. Please respond to our message so we can ensure this is looked into thoroughly,
Thank you again for your feedback, we genuinely want to help where we can.
Assurant
I had an Mobile Phone insurance policy with Assurant (via Llyods Bank)and lost my phone during an international journey. I registered my claim on 12th December 2025, and as of today, 28th February 2026, my claim has still not been processed.
This is the first time in the UK that I have faced such an issue Getting a service . Later, when I checked online, I realised that I am not the only one many people seem to have had similar experiences with assurant .
They keep asking for documentation, and after a few days, they request the same documents again. There appears to be no proper coordination within the company. Each time, I receive emails from different representatives. The customer support has been unhelpful and has shown a very rude attitude.
My claim number is 55174252. This experience is negatively affecting the reputation of Lloyds Bank, which is associated with this insurance. Beware of Assurant(no assurance)
February 28, 2026
Unprompted review
Reply from Assurant
I’m very sorry to hear about the delays and the frustration you’ve experienced during your claim. This certainly isn’t the straightforward service we aim to provide, especially at a time when you’re already dealing with the stress of losing your phone during travel.
I completely understand how frustrating it is to be asked for the same information more than once, and I apologise for the inconvenience this has caused.
To help us move things forward as quickly as possible, please can you respond to our message.
If you would like to discuss anything directly, please feel free to contact us and we’ll be happy to help. Thank you for your patience, and again, I’m sorry for the experience you’ve had.
Rough start but well saved by Assurant
An edit to my original review. As promised, I have risen up from 1 star thanks to your efforts to rectify my issue.
My initial experience: Fast turnaround, but the phone was returned with a low-quality, non-genuine screen, a blurry front camera, and poor fitting (clicking/bowing).
Post return of my phone: Initial complaints were dismissed by Assurant, claiming the repair met their terms and conditions despite the clear physical defects.
Post 1 star review: Assurant reached out to me requesting some contact details. A week or so later, they emailed me to discuss next steps. Replies we're fast, often replying within the same 30 minute window from my last email. Within a phone call, a replacement phone was ordered on a "Swap it next day" plan.
Today, the phone arrived. I handed the DPD driver my old phone and he handed me this new one, it was that easy. This time, this phone is 100% perfect. 100% battery health, clean body and back glass and camera, No knock off, none genuine screen that made things difficult to see. No fitment issues, clear front camera. All my original issues were gone. I have tested all the features on the phone and they all work.
I put this at a 3 stars, as I'm not sure whether to give this 3 or 4 after this. I just wish you guys repaired or replaced my phone properly the first time around, without the hassle. But afterwards, you guys we're quick to rectify the issue, communication was great and the swap was done in a way that didn't leave me without a phone again. The phone that arrived is basically brand new too.
February 25, 2026
Unprompted review
Reply from Assurant
I’m really sorry to hear how disappointed you are with your recent repair experience. We understand how important it is for any device returned to you to be functioning correctly, and I appreciate how frustrating it must feel to receive your phone back with the concerns you’ve described.
I’ve reviewed your case and the feedback you provided, including the points you raised about the screen quality, fitting, and camera performance. Your device was repaired in line with the terms of the insurance policy, and our repair partner has confirmed that all parts fitted meet the required standard. However, we absolutely don’t want you to be left with a device that you feel is worse than before, so I’m sorry that the outcome hasn’t met your expectations.
If the screen is flickering, appears loose, or if the camera isn't functioning normally, these are issues we would expect to be investigated further. To help us address this properly, we can arrange for your device to be re‑assessed so our technicians can take another look at the concerns you’ve raised. This will allow us to check the fitting, inspect the components used and ensure everything is operating as it should.
I’m also sorry that you felt the communication around the repair options wasn’t clear. We take that feedback seriously and will share it with the relevant teams, as we want every customer to understand decisions around parts, repair timescales and what to expect once a device is returned.
If you’re open to it, please respond to our message so we can ensure this is passed to the right team. We do want to get this resolved for you.
Thank you for taking the time to share your experience.
Terrible customer service. Nationwide Flex Plus
Terrible customer service.
They originally told me it would take 5 working days to process my claim. We are now 12 days in and I called for an update. I was told they are missing some proof of where I had been the day my phone was stolen. I sent this proof 5 days ago. Then recieved an email saying I had not sent it (which I had). I was then told today they couldn't open an iphone photo on an email.... What sort of software are you using windows 2004?
The whole process has been stressful to say the least.
I have now gone and purchased a brand new iphone for £1100. They had better hope this one doesn't get stolen or it will be costing them another thousand pounds to replace it. I have purchased this phone hoping that my phone can be replaced and I can send this back to apple within 14 days.
It has taken them 4 days to deal with any questions you have put to them.
I have now raised a formal complaint. Suprise suprise nobody can take the complaint so I will be called within 48 hours.
February 24, 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your feedback. I’m really sorry to hear about the experience you’ve had, and I completely understand how frustrating and stressful this situation must feel, especially when you were expecting a straightforward process and clear communication.
We never want our customers to feel left chasing updates or resending information, and I’m sorry that you were told conflicting things regarding the documents you provided. The issue you mentioned about opening the photo shouldn’t have happened, and I appreciate how inconvenient that would have been after already sending the evidence.
I also understand your concern around the delays and the impact this has had, particularly with needing to purchase another phone in the meantime. While we’re unable to discuss claim decisions here, I can assure you that your claim will be reviewed as quickly as possible now that the missing documentation matter has been clarified.
Regarding your formal complaint, I’m sorry you weren’t able to log it immediately. A member of our complaints team will contact you within the timeframe provided so we can fully review what’s happened and put things right.
Thank you again for bringing this to our attention. Your feedback helps us improve the service we provide, and we appreciate your patience while we get this resolved for you.
If there’s anything further you’d like us to check in the meantime, please let us know and response to our message, so we can pass this to our Customer Relations Teams.
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TERRIBL TERRIBLE COMPANY
TERRIBL TERRIBLE COMPANY
I’m not sure whether the company director even reads these Trustpilot reviews — but if they do, they should seriously reflect on how this company is treating its customers.
My experience has been nothing short of exhausting. I had issues two years ago, yet I still continued paying for Monzo Max in good faith. Unfortunately, that loyalty has not been reciprocated.
My phone was stolen over a month ago and my claim is still ongoing. Each time I provide the documents requested, I’m asked for more. The process feels unnecessarily prolonged and extremely frustrating. Instead of feeling supported as a paying customer, I feel like I’m being put through endless hoops.
I have already sought legal advice regarding this matter and am in the process of formally escalating my complaint with all supporting evidence. I have also spoken to others who describe similar experiences.
This situation needs urgent attention and proper accountability. Customers deserve transparency, fairness, and timely resolutions — not prolonged delays and repeated document requests.
February 23, 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share such detailed feedback. I’m really sorry to hear about the experience you’ve had, and I completely understand how exhausting and disappointing this situation must feel, especially after being a loyal customer for so long.
It’s clear from your comments that the process hasn’t met the standard you should expect. The repeated requests for further information and the length of time your claim has been ongoing understandably create frustration, and I’m sorry that this has been your experience.
We never want customers to feel as though they are being put through unnecessary hoops or left without clarity. Your feedback highlights areas where we need to improve, and I appreciate you bringing this to our attention.
I can confirm that once a complaint is raised, it will be fully reviewed along with all supporting evidence, and you’ll receive a detailed response from our complaints team. They will ensure the concerns you’ve raised are investigated properly, and that you receive a clear explanation of the next steps.
Thank you again for raising this. You deserve a transparent and timely resolution, and we’re committed to addressing the issues you’ve experienced. If there’s anything further you’d like us to check in the meantime, please let us know, we’re here to help.
AVOID AT ALL COSTS
Sent my genuine iPhone 14 off to be repaired, it couldn’t be fixed so they issued a replacement with shoddy parts. The phone is actually worthless as I’ve taken it into a shop to be checked. Fuming 😤 NEVER again will I use this company and will be cancelling the policy I have with my bank. A complete waste of money.
Edit : reply to what message!? I have and you refuse to do anything!! This was YOUR reply - ‘Thank you for your email and I hope you are well. As we have investigated your complaint I am unable to overturn the decision. I am very sorry that this is not an outcome you were hoping for however if you wish to take the case further please see any next steps in the Final response letter which was issued’
February 6, 2026
Unprompted review
Reply from Assurant
I’m really sorry to hear about your experience, and I completely understand how frustrating this situation must feel. This is absolutely not the level of service we aim to provide.
We only ever use high‑quality, fully‑tested replacement devices and parts, so I’m concerned to hear that the phone you received hasn’t met expectations. We’d really appreciate the chance to look into this properly and put things right for you.
Please respond to our message, so we can ensure this is escalated to the right team. We want to make sure you have a device you’re confident in and resolve any issues as quickly as possible.
Thank you for bringing this to our attention, we’re here to help.
This company just a scammers most…
This company just a scammers most documents what they asking, and they asking a lot no chance to provide, so really very hard to get claim excepted, if u need mobile insurance for sure don’t go with this company
February 19, 2026
Unprompted review
Reply from Assurant
Thank you for sharing your feedback. We’re sorry to hear that you feel this way, we understand how frustrating it can be when you’re asked for documents during a claim.
We only request information that’s necessary to properly assess a claim and ensure fairness and accuracy for all customers. We never want the process to feel difficult or overwhelming, and our team is always available to guide you through what’s needed and why.
We’d really like the opportunity to look into your experience in more detail. If you can respond to our message, we can review things further.
Thank you again for raising your concerns, we genuinely want to help.
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