Supercoverinsurance Reviews 

Stolen my phone which I sent in for repair, impossible to get hold of and won't give any money. The reviews on here speak for themelseves, and the company is under investigation by Trading Standards, SCAM - AVOID AT ALL COSTS!

Omg I cannot believe the poor poor poor customer service this company provide. I've been a customer for 2 1/12 yrs now and not had to use them until 3 weeks ago when I lost my phone. When I called to report the lose I thought that this seems OK. It wasn't until the following day that I found that they wanted more and more from me about owning the phone. I've been paying for the insurance for two years but yet this was not good enough. Anyway I provided proof and then I was told that I need to bar the phone with my provider. My provider didn't provide me with the phone as I bought it myself. Luckily EE were able to help with this. I was then told to report it to the police. Now here in Hampshire the police do not take lose reports of phones. Again another hurdle to get through. They finally said yes they would give me a new phone, this was after day ten. I the pointed out that because my insurance was through Gadget cover a sister company, I was able to have a fifty percent reduction in my excess. They said no and that I would have to prove that this was in there terms. I then went online and sent them a copy of there own terms lol. They said my phone would be with me in three to four days. Day four I called and said where's my phone. They said we will email you. I then called on day five to find that they had not even ordered the phone. They told me that week that it had been ordered. They then said I would get it tomorrow. I now await the delivery. I will be concealing my policy.

Contacted them re advise I'd dropped my iphone6 and the screen was smashed. Went through claim form and told someone would be In touch.
Email received saying they could not find policy
contacted Kwik Fit insurance and they put me through, they found the policy.
Got email advising to send confirmation of the details already provided on claim form. Also to provide receipt, gift receipt, delivery note, confirmation of contract, proof of address. Logged onto mobile provider, downloaded contract bill for connection, recent bill, confirmation of phone, serial no IMEI no but no apparently this is not good enough. They want the same information - from the provider in another format. Absolute joke, take your money and try find a way out of delaying payment for replacements.

Still not sorted.

They are not interested in your claim as they do not want to pay or or help you in any way. They say that there policy is to contact the customer back within 24 hours however you find yourself chasing them up every two days to find out that they haven't bothered to help you in the slightest. If I've learnt anything it's if you don't have a piece of paper that says receipt then you can't legally own anything according to Supercover. Worst insurance company I have ever had to deal with.

Started claim for lost mobile at the end of August. First I was told there was no record of my policy. After about a month my policy was acknowledged but I was asked to contact a claims investigator who is never available when I ring. They don't ring back within the time they say they will, a day seems to mean a week.
H I have been asked to provide a police report but have been told by the police it is the responsibility of the insurance company as there is a charge which should be paid by them. It is now almost the end of October and it is still not sorted.

Insured 2 phones through gadget cover (part of supercover insurance) and decided to cancel before renewal. They said they had cancelled and no money would be taken but guess what they took the payments for the renewal anyway. When phoned they said they didn't know how the money had been taken as the policies had been cancelled, I aksed them to remove all my details from their database but was told this is not possible! Now I have asked my credit card company to block any requests from them for more money.

Customer service centre was a joke and did not fill me with any confidence.

Do not use this company.

I sent my documents over four weeks ago and I haven't heard back from them. They originally took days to respond to my emails. Impossible to contact - by phone and by email. I broke my phone two months ago and I am still awaiting compensation. The company is a joke - I won't be renewing my gadget insurance with them!!

Poor communication. So far 9 days and told potentially another 7 day wait.

23/09/16
Still no phone. Told it was ordered 10 days after claim made. It hadn'tarrived by yesterday. I called today and they stated it had been ordered from Argos but they have no tracking number so can not supply and estimated day of arrival.

Almost 3 weeks and still no phone.

30/09/2016

Still no phone 25 days after making a claim. I called them and they now say that this will have to be chased up with Argos. Apart from this review this whole experience is leaving me speachless. No reply after emailing their compaints contact.

30/09/2016

I have just called them again and they state that Argos had cancelled it as they never had it in stock?? Hmmmmm It was apparently ordered again yesterday and should be here today or tomorrow.

Now first of all I was told that that the phone would be sent from the supercover warehouse, then im told after i had to call up and ask for this info!!
Then after another call It was ordered from Argos, then after another call it had been cancelled and re ordered. Lots of questions could be asked about ther business model...

***06/10/16****

Phone arrived last friday. I checked the IMEI with apple and there was 1 month left on the warranty however this is inavlid as the phone has been unlocked. The mic on the front facing camera doesn't work, the phone switches itself off when placed on a table. It takes longer than normal to charge and the screen keeps freezing. I researched the company that sent the phone off and they operate from a house!! I now have to send the replacement phone back for an asessment!

10/10/16

Have just phoned to chase up. They state a new phone was ordered on sat 8/10/16 and should take 3-5 working days. Apparently this is being sent out by the company I sent the phone to (LRS) however I sent the phone to Supercover and can find no trace of a company called LRS

11/10/16

I was emailed by DPD last night stating that phone would arrive today. A 2nd email from DPD today stating delivery has been cancelled due to DPD not receiving the phone from Supercover insurance. I emailed Supercover asking what was happening and have been told they have forwarded my email to the repairs department. If I was in charge at this company I would be seriously embarrassed.This is a complete farce!!!

I now have my new phone, older than my last phone but 128GB.it works and is in good condition. I am still awaiting the refund for posting the 1st phone back and they have stated that they would refund the excess. I am still waitng a week later.

**25/10/16**

Still awaiting refund for postage which was apaprently sent on 19th Oct and cheque refund for the excess which was apparently sent on 21st

26/10/16

I received a refund to my postage and have received a refunded excess charge in form of a cheque.

After my phone got accidentally broken abroad I filed a claim. Slow response, taking days for them to reply back to my emails. Finally, they came to a conclusion on my claim and said they would not be able to authorise it as my phone was older than 3 years old; which would have been useful to know before wasting my money. The company's motive is clearly not to cover people for their broken belongings but to avoiding paying out wherever possible. Terrible.

My advise is to stay away. This lot are inept. Every response I have had from them has been riddled with errors and failures to address very basic requests. I made a complaint regarding service, and they acknowledged errors they had made (all be it extremely late) yet have done nothing to resolve the situation.

Their scheme manager has become involved and has given an erroneous account of my policy - great work. You would have thought that senior members of the business would have taken the time to get things right but no. I hve been offered a reduction of an excess I Paid to have removed - How they are endorsed on moneyexpert is anyones guess.

This company are dreadful - I paid over £80 for their gadget policy mostly to insure my iPhone while I was travelling. I unfortunately lost my phone while I was away. My experience with dealing with Supercover was dreadful from our initial phone conversation - they took several days to respond after I submitted my claim with all my evidence, and refused to honour their insurance policy on a technicality - although I had bought the iPhone as new, I had had a replacement handset sent out on a previous insurance claim which through no choice of my own was a refurbished handset, and Supercover stated that this fell under the exclusion criteria of not covering handsets "purchased second hand". I submitted an appeal on these grounds, which also was not responded to for several days, and I eventually got a letter with the same outcome.

I would advise others to avoid at all costs - expensive insurance and they seemingly will try to get off on any technicality they can.

I never had insurance previously and always paid the price so took out insurance with Geeksquad at Carphone warehouse. I was cold called by Supercover a few days after taking out a contract for an S7 Edge who offered a better premium and excess.

When I dropped my phone and the whole back smashed I needed to claim and proceeded to read the Trustpilot reviews which I shouldnt have done as a lot were negative. I proceeded to call up and register my claim which was handled in 1 day. I then sent my phone on 1st class recorded on the Monday and had the phone back on the Friday. The quality was outstanding, they had completely repaired all the scuffs round the phone from previous wears and tears and I had a brand new looking, unmarked handset.

After being a bit nervous using these guys I'm happy to say It's been the best experience of phone insurance I've ever had. I can't comment on the negative reviews but what I can say is people who have had a positive experience seem to review less which is wrong.

5****

Do not take out insurance with this company as you are just wasting your money. I lost my phone and they use red tape and other excuses to avoid paying genuine claims.

How this company has been going since 95 Il never know. Sent required documents by email 3 times only to be told they hadn't received them. I had to call them as no response. 25 minutes on the phone at 10p a minute. They treat you like your defrauding the system with the ridiculous amount of paper work you have to fill in (claim being for a damaged phone) avoid at all costs not worth the hassle. You will have to ring and pay 10p a minute.as no response by email

Supercoverinsurance/Gadget Cover...simply crap. Sent my phone off over a week ago. No update, no communications. I've emailed everyone, even the directors, no one knows where my phone is.

I really wish I had paid more attention to the reviews.

I took out an expensive policy to cover me for a year. Had my hotel room broken into, the lock damaged and my phone and purse stolen.

It seemed not worth claiming for the purse as cash was not covered and the excess for the two items was separate but tried to claim for phone as it was new.
I filled in extensive details of the incident, I was then asked for many different documents by Karlvinder a claims advisor, proof of usage, proof of ownership, blacklisting number, proof of blacklisting etc. Working hours from the nearest town and now without a phone or internet this was costly and time consuming. This took almost 10 weeks till they were satisfied with the documents. Then the following day they declined the claim because apparently a broken lock was not forced entry as no windows were broken!!
That which to me is ridiculous in itself but I was more annoyed that I had reported the exact details in the claim 10 weeks earlier and despite that they still made me chase around to collect all these documents. Nobody mentioned that that wasnt covered. I guess the aim is that they frustrate you so much trying to collect varying documents that most people give up on the claim and they dont have to officially decline it.
So disappointing. Go elsewhere.

I recently made a claim for accidental damage done to my bike. The value of the bike is EUR 2,300. The claim was EUR 220. They then wrote to me saying the claim had now been authorised and they were ready to collect the Excess Fee of EUR 230.

I never received any documentation which referred to any excess fees.

Needless to say I have instructed them to cancel the policy effective today 25 April 2016.

I got absolutely no joy from the when I complained.

DON"T TRUST THEM.....you won't get any satisfaction.

Following the loss of some items whilst on a recent holiday I had to make a claim on my travel insurance policy.

Some of the lost items were dealt with by Supercover, as per the policy terms.

From the very start the customer service was awful and I do not say lightly that they are by far the WORST company that I have EVER dealt with.

Their 'Claims Analysts' advised that items were not covered under my policy, when clearly they were.
The 'Customer Service' personnel were rude, obnoxious, unhelpful and spoke to you as if they were doing you a favour and always seemed far too busy to help.
The overall communication, whether it be email, phone or otherwise was shocking.
When claims authorisation and settlement was discussed they continually 'made up' policy terms and conditions in order to suit them rather than actually complying with the ACTUAL terms and conditions.

When I eventually submitted a formal complaint the 'Complaints Team' (a 1 person 'team' run by a lady called Fatia) she initially just passed my complaint, that had taken me over an hour to write to capture all of the issues (there were a LOT of issues with this awful company), straight to the policy underwriters at UK General. She DID NOT acknowledge or even response to my complaint as they are obliged to do as an FCA Regulated organisation and it was only after I contacted UK General to request that they pass it back to Supercover Insurance for their response that I eventually got a brief, unacceptable response which I had to then go back for further information and to request that they deal with my ENTIRE complaint rather than just trying to PASS THE BUCK.

Unfortunately due to the terrible customer service, the incompetent administration of my claim, the non-compliant interpretation of my policy wording and the shocking response from their 'complaints team' I have eventually had to refer my complaint to UK General for their review.

I have also made contact with the Financial Ombudsman in relation to Supercover Insurance and they are commencing their investigations.

My advice; if you are looking at an insurance policy that is either offered by Supercover Insurance Ltd, or involved Supercover Insurance Limited in the event of a claim STEER CLEAR! Go ELSEWHERE! DO NOT KNOWINGLY BUY FROM THIS COMPANY!

They are non-compliant, offer the worst customer service that I believe you will ever have the displeasure of experiencing and their communication is also the worst I have ever known.

Treating Customers Fairly? This company does not. They are shocking, in my opinion.

i am very unhappy about the service they provide , i sent my phone in on the 1st of dec to be repaired and was told it would take 1 week, on the 21 i called to see what was happening and why i still haven't received my phone, i was told that it was being checked and id receive it that week. today is the 29 and my phone is still in lingo. i called today to see if it got lost but still to no avail. it seems none of the employees can tell me where my phone is and if it is fixed or not or when i will be receiving it.
it is apparent to me that supernova insurance work on a different calendar to the rest of the world .

Constantly being told by seemingly helpful advisors that emails will be sent and received but NO! they never do!!! Avoid Absolutely!!!