**editing review as I got my refund processed quickly. Not sure what’s happening to my content and buildings insurance premium. I took out insurance in February and paid in advance for 12 months.... See more
Company replied
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See what reviewers are saying
Locket is an insurer that understands the benefit of smart technology to keep your home safe and provides a discount for doing so. They are very responsive, have an app that can get you further disco... See more
Company replied
So far so good. Insurance cover hasn't even started yet so not needed to make a claim or anything tricky like that. However cover was a good price and the app seems very well built and intuitive. Nice... See more
Company replied
I can't really give an honest review as the Home Insurance policy I've purchased doesn't kick in until 24/4/22. However, the buying part was very straightforward and clear. The price I paid won ha... See more
Company replied
Company details
Written by the company
Love it? Locket. Use smart technology to protect the things you love and we’ll give you a fairer price on your home insurance. (Previously Hiro)
Contact info
5 Jardine House, Bessborough Road,, HA1 3EX, Harrow, United Kingdom
- hi@locket.insure
- locket.insure
4.5
Excellent
304 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
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useful and free!
really useful app, kinda amazing that it's free to be honest!
June 9, 2023
Unprompted review
Reply from Locket
Hey Mark, we're thrilled to see you're making the most of the Locket app. We're working away on more incredible features due to launch soon, watch out for updates from us in the next few weeks! Thanks so much for letting us know you're enjoying it.
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Customers Don’t Matter
As stated in previous thread, Locket have decided to shut up shop with home insurance. Rather than let existing policies reach the end of their yearly cover, Locket have decided to inconvenience all their customers to get new policies early with 5 weeks notice to do so, because other things are suddenly more important to them. What a way to do business, eh? I would recommend others to not use them, but since they aren’t bothered with home insurance any more, it’s rather pointless. A bit like their contract.
April 19, 2023
Unprompted review
Reply from Locket
Thanks for taking the time to reach out. We appreciate it's inconvenient searching for cover earlier than anticipated, and while we've done everything we can to minimise the impact to our members, we're sorry for the frustration caused. We run on a monthly, rolling subscription, rather than a fixed-term contract; this is something that is agreed upon in our terms when signing up and is in our policy wording. Our team is on hand to offer support, so please don't hesitate to ask for help - we'd be happy to hear from you.
Terminated our contract at shirt…
Terminated our contract at short notice. an alternative has been given, But with no reviews how can you trust the company provided.
April 14, 2023
Unprompted review
Reply from Locket
Thank you for sharing your feedback, Janine. We understand the frustration of needing to find alternative cover before anticipated; our rolling subscription model means there's no fixed contract - enabling members to cancel whenever they choose, with no fees. We've tried our best to minimise the impact of a policy lapse by providing our members with five weeks' notice and sending an email, letter and text to ensure we can help however we can.
We fully appreciate the need to find a trustworthy alternative provider, so we identified a 5* Defaqto-rated company. Additionally, our FAQs provide a list of reputable price comparison websites to help you make an informed choice.
If there's anything else we can do to help, please don't hesitate to contact us; we're keen to make the process as painless as possible.
Locket, the company that acts in it's best interest, not yours
The company sent an email to all house and contents insurers informing us they are terminating our contracts in five weeks (I have four months left of the contract). Their reason? "All our greatest and most valuable breakthroughs have been outside of insurance"
Their link to another insurer gave a quote three times higher!
March 27, 2023
Unprompted review
Reply from Locket
Hey Mike,
We fully appreciate that receiving notice of a policy lapse can be frustrating, and we're keen to help where we can. We've taken appropriate steps to ensure that our members have enough notice and options available. Our flexible, rolling subscription model means that members are not locked into a long-term contract. While we identified an alternative provider with a 5* Defaqto rating and easy quote journey, we're sorry to hear it wasn't the right fit. Our team remains committed and on hand to help.
All the best,
The Locket Team
Renewed my Home Insurance with Locket…
Renewed my Home Insurance with Locket on 21st March, received my documents on 22nd, advised that Locket would had decided to cease to offer cover Home Insurance on 27th. I cannot believe this company was not aware that they were about to do this when I renewed. I’m tempted to believe that this was just a scam to rake in some cash from trusting customers before they shut up shop. This company is clearly disreputable and not to be trusted.
March 27, 2023
Unprompted review
Reply from Locket
Thanks for sharing your comments. We're sorry you feel we've let you down, and we're keen to do what we can to minimise any further inconvenience to you. It's not a decision we've taken lightly, and we're on hand to help as much as we can. Any members who choose to leave within their cooling-off period will receive a full refund, and outside of this, refunds will be given to members for any cover not used. We're keen to help, so please reach out to hi@locket.insure if you need anything else.
All the best,
The Locket Team
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Not sure what’s happening to my content…
**editing review as I got my refund processed quickly.
Not sure what’s happening to my content and buildings insurance premium. I took out insurance in February and paid in advance for 12 months. They emailed 27 March with notice they will cancel all home insurance products in 5 weeks and to find alternative providers, no information on being refunded for unused months. Baffled as to whether I’ll get my money back as can’t get through to an actual person on the phone. Very worrying as thought they were a genuine insurer.
March 27, 2023
Unprompted review
Reply from Locket
Hi Tanya,
Thanks for taking the time to share your feedback. We can see our team reached out and managed to reassure you regarding refunds. Locket remains digital-first, as we've always been, so we speak to our members via email and chat. It's only natural to have lots of questions and we're keen to help. In the original message sent, we provided a link to our FAQs for more information: https://locket.insure/home-insurance/. If anything is unclear, please reach out to us at hi@locket.insure and we'd be pleased to clarify further.
All the best,
The Locket Team
Fine, until you have to claim....
On paper they appear great, modern, tech savvy etc etc.
We tried to make a claim, call handler didn't really have the answers, so "referred" it.
email from Davies Group stating they tried to contact me but with no missed calls or emails, tried ringing them - "out of service", emailed - no reply.
As from 1st May 2023 Locket will no longer offer Home insurance products
December 9, 2022
Unprompted review
Reply from Locket
Hey there,
Thanks for sharing your comments, and we're sorry to hear about your recent claims experience. Would you mind reaching out to hi@locket.insure with your details so we can look into what happened for you?
We're keen to help, and look forward to hearing from you soon.
All the best,
The Locket Team
DON'T GO WITH THESE
took out policy with Locket, looked great on paper all modern, uses an app. As many have said its great so far......... that is until you need to claim. Put in a claim, you would expect an acknowledgment email as response, nope, emailed again day later, nothing, tried to call, got disconnect after a queue. Finally got through, nice girl i spoke to, would email what i needed to do within ten minutes. No email, sent another email chasing, got response, laptop issues.
They use Davies Group as someone previously mentioned. Horrendous is all i can say, make you feel like a criminal. Emailed the losses, ok, Davies group email response dealing again ok, asked for a list of items, so far so good. Get a call from a jeweller nice man, all good.
Then it gets worse. email from Davies group, to cut long email short. They need to review so need me to make a call to make an appointment for a 'telephone interview' Pre arranged appointment only 30/45 mins long, have to be between 9am -5pm Mon to Fri, has to be in a quiet area. If dont respond by set date will cancel. Appointment made, get another email confirming telephone interview, quiet area, no distractions, no driving, if you are driving or not in a quiet area they will terminate the call.
INTERVIEW really. When you have a theft, especially personal items of deceased relatives and someone going through your stuff you are traumatised enough. The email( much longer winded) makes it sound like you are on trial!!!!. You want a bit of compassion and understanding. To top it off you have to pay the excess up front.
Basically decided to cut our losses as it was getting me so upset snd stressed what with what happened, and then INTERVIEW we emailed them to cancel the claim. Perhaps that what they want , so much hassle, and pressure you give up, they don't have to pay.
Locket dont know if you are part of the Davies Group but if you are not, check reviews, they are giving you a bad name. If you are the same company you need a severe overhaul. I would not recommend. Ive lost a few valuables but would rather take the loss than the stress you guys cause
March 3, 2023
Unprompted review
Reply from Locket
Hi there,
Thanks so much for taking the time to review us on Trustpilot.
We welcome and value all feedback and will use your comments as the basis for further improvements.
Davies are our elected claims handlers responsible for handling claims on our behalf.
While we can't discuss the specifics of a claim in a public space, we wanted to highlight that it is a standard process in all claims for supporting evidence to be provided; our policy wording mentions that further conversations might be necessary when making a claim, to piece together what's happened.
We are sorry that you found the process upsetting; we have passed on your feedback to our claims partners at Davies, and a complaint has already been logged.
All the best,
Robyn
Locket Member Experience
Very straightforward to take out
February 11, 2023
Reply from Locket
Hey there, thanks so much for letting us know! Really glad to see you found it a smooth process to get started with us. We'll be here to help if you need anything later.
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Difficult customer experience
I contacted to make a change of house name, not done not contacted back. Then I went to make a claim today, and made it so awkward, I will pay for damage myself
February 17, 2023
Unprompted review
Reply from Locket
Hi there,
Thanks so much for reaching out with your feedback.
When making any changes to a policy, we run our members through some quick security questions before carrying out requests. While we couldn't find a record of a previous message from you, we did receive a note via chat this morning; our offices are closed over the weekend, but a team member has already reached out to you via chat and email to help you with this.
We look forward to hearing from you so we can investigate further and get it all sorted.
All the best,
The Locket Team
Wow!
Wow just reviewed a personalised welcome video, tbh it blew me away what a lovely touch. The company have kept me informed all the way, so far so great 😁
February 15, 2023
Unprompted review
Reply from Locket
Fantastic! It's great that you enjoyed getting set up with us, and we'll be here if there's anything you need down the line. Thanks so much for giving us a whirl.
clear guidance and a propmt response to…
clear guidance and a propmt response to any questions.
February 1, 2023
Reply from Locket
Wow, we're thrilled to see you've found the process smooth so far! If any queries crop up later, we'd love to hear from you again.
Helpful questions and sliders stepped…
Helpful questions and sliders stepped me through the process to get the right policy for me.
January 23, 2023
Reply from Locket
Hi there, thanks for passing on these thoughts. We're thrilled that you're with us, and that you found it smooth to get the policy set up. Should you need us later, please do let us know.
Thanks,
Locket Member Experience Team
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No problems as such....
January 11, 2023
Reply from Locket
Fantastic news! We're so pleased to see it's been a simple process to get started with us - and we'll be here to help if you need anything in the future.
Thanks,
Locket Member Experience Team
Reply from Locket
Cheers, Carl! It's brilliant that you found signup simple, that's what we're all about. If there's anything we can assist you with, we're here to help.
Easy to use website and good value.
January 9, 2023
Reply from Locket
Hi Mr Beech, it is great to hear you are enjoying the website - don't forget to download the app, we think you will love that too!
Good newcomer to the market
Easy to join. Great welcome. First impressions count. Deal seems good for annual house insurance - competitive but fair.
January 4, 2023
Reply from Locket
Hi there, we are delighted you have enjoyed the Locket experience so far and thanks for the awesome review! We're hopeful you'll also enjoy using the Locket app and chatting with our team if there's anything you need in the future.
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Rethinking Customer Services
Better engagement and communication than my bank, travel apps or health services. A new benchmark for engagement with customers of professional services, hard to believe they're actually an insurance company!
January 4, 2023
Unprompted review
Reply from Locket
Hey, thanks so much for letting us know.
We're thrilled to see that you've enjoyed things so far, and we hope you've found it smooth to get on board!
We're here to help if you need anything in the future.
Easy sign up process...
The sign up process was top notch with very helpful advisors that answered all my questions promptly and sometime with more information than I actually asked for, anticipating additional questions. This shows that unlike other insurance companies they actually know what they are talking about.
Thankfully I haven't yet to experience making a claim and I hope I won't have to. Others have said that there were slight issues dealing with Davis Group for claims and I don't think this is unique to Locket. Time will tell.
December 23, 2022
Reply from Locket
Hello! We're so pleased that you've found our team helpful, we're truly all here to make things smooth and simple. Thanks very much for passing on this lovely feedback.
We'll be at the ready if you do need anything in the future, our very best wishes.
Very easy to apply
Very easy to apply, quoted a price instantly and set up within minutes.
December 14, 2022
Unprompted review
Reply from Locket
It's great to hear from you, we are delighted you have found the process so easy; we're all about making everything as user-friendly as possible! We are hopeful you'll enjoy using the app and chatting with our team in the future.
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