I have have used this service twice now and each time has been very pleasant. It is an excellent company. Very smooth, efficient service and fast communication regarding queries i had and next steps.... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Spoke with Emma about updating my policy to remove an old phone and add a new one, very easy to talk to and went through all the different options with me. Nice quick and easy going call- would reco... See more
Company replied
Just had a lovely conversation with a lovely lady about renewing my policy. In all my dealings with other organizations, I've come across some very efficient people, but the person I spoke with to... See more
Company replied
Rang Citymain admin as I needed to update my credit card details for payment. I spoke with Emma, who was able to explain how this could be done. Very helpful and friendly and understood my problem im... See more
Company replied
Company details
Written by the company
Citymain Administrators is a trusted UK provider of specialist insurance administration and claims services. For more than two decades, we’ve supported customers with fast, fair and reliable help when things go wrong — from mobile phone protection to a wide range of lifestyle and device insurance programmes. We work on behalf of leading UK brands to make claims handling simple, transparent and stress‑free. Our focus is always on delivering: clear communication, quick resolutions, and support that puts customers first. Every review helps us learn and continually improve the service we provide. Thank you for choosing Citymain Administrators — we’re here to help whenever you need us.
Contact info
3000, Lakeside, North Harbour, Western Road, PO6 3EN, Portsmouth, United Kingdom
- www.eclaimcity.co.uk
4.8
Excellent
464 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 75% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Citymain Administrators Ltd
Thank you for taking the time to leave us a review. We're delighted to hear that you found us easy to deal with and that our communication met your expectations. Providing a straightforward experience and keeping our customers well informed are things we really value, so it's great to know this came across in your experience. We appreciate your feedback and look forward to supporting you again in the future. 😊
Kind regards
The Customer Care Team
Very helpful.
As well as being friendly and helpful, Emma listened to what I was saying, understood it and advised the best way forward with my claim. It was a bit complicated but she took the time to make sure she understood what I was saying and what the issue was. Big thank you to Emma.
June 23, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to share your feedback.
We're delighted to hear that Emma was able to provide such a positive experience. Navigating a complicated claim can be challenging, and it's wonderful to know that she took the time to listen carefully, understand the situation, and guide you towards the best outcome. Delivering friendly, attentive, and personalised support is something we strive for, and we're pleased Emma demonstrated these values throughout your interaction.
We'll be sure to pass on your kind words and thanks to Emma. We really appreciate your feedback and are glad she was able to help when you needed it most.
Kind regards,
The Customer Care Team
I needed to upgrade insurance on my…
I needed to upgrade insurance on my phone, I am sorry I don’t remember the name of the lovely lady that helped me,she was very friendly and sorted everything out in no time .It’s people like this that make a company that you want to use again.
Many thanks.
June 22, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to leave us such a lovely review.
We're delighted to hear that upgrading your phone insurance was quick and hassle-free, and that the member of our team who assisted you was so friendly and efficient. Providing excellent customer service is something we take great pride in, so it's wonderful to know that your experience left such a positive impression.
We'll make sure your kind feedback is shared with our team. Comments like yours mean a great deal to us and help recognise the people who go above and beyond for our customers.
Thank you again for choosing us, and we look forward to helping you in the future. 😊
Kind regards
The Customer Care Team
Lisa 10/10
Lisa was lovely and guided me through the claims process. Very calm and empathetic, great customer service. Wish there were more like her in these types of roles. Thanks Lisa! Scott.
June 19, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to share your experience, Scott.
We're delighted to hear that Lisa provided such excellent support throughout your claims process. Her calm, empathetic approach and commitment to helping customers are qualities we highly value, and it's wonderful to know she made such a positive impression. We'll be sure to pass on your kind words and recognition to Lisa — we're sure she'll be thrilled to hear them.
Thank you again for your feedback and for choosing us. 😊
Kind regards
The Customer Care Team
I needed to make changes to policy and…
I needed to make changes to policy and it was a straightforward conversation. The lady I spoke too was extremely helpful and I would recommend insurance 2 go .
Thanks
Kevin
June 18, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Kevin,
Thank you for taking the time to leave us a 5-star review.
We're delighted to hear that making changes to your policy was a straightforward process and that the colleague you spoke with was able to assist you so helpfully. Providing friendly, efficient support is something we pride ourselves on, so it's wonderful to know we delivered a positive experience.
We really appreciate your recommendation and your kind words. Thank you for choosing Insurance2go, and please don't hesitate to get in touch if we can help you again in the future.
Kind regards,
The Customer Care Team
The whole process was the best I have…
The whole process was the best I have ever had with a company offering their service but embossed with quality customer interaction - politeness - professional- and most of all understanding.
Colleagues Lisa and Helen were brilliant and even had lovely personality.
THANKYOU
June 5, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your feedback! We’re so pleased to hear that setting up your mobile phone insurance was straightforward and hassle-free.
Making the process simple and easy for our customers is always our goal, so it’s great to know we delivered on that for you.
Thanks again for choosing Insurance2go!
Kind regards
The Customer Care Team
The agent was very helpful and made the…
The agent was very helpful and made the transacy easy.
June 13, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your great feedback! We’re so pleased to hear that our agent was able to support you and make the process easy from start to finish.
Providing helpful, straightforward service is exactly what we aim for, so it’s fantastic to know we delivered on that for you.
Thanks again for choosing Insurance2go!
Kind regards
The Customer Care Team
Helen was particularly helpful and…
Helen was particularly helpful and professional. Made the experience a lot smoother than I was envisaging which I really appreciated.
June 12, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Henry,
Thank you for your kind feedback! We’re delighted to hear that Helen was so helpful and professional, and that she made the process smoother than you expected. That’s exactly the level of service we strive for, and we’ll be sure to pass on your lovely comments to her. We really appreciate you taking the time to share your experience!
Kind regards
The Customer Care Team
They was very helpful throughout the…
They was very helpful throughout the process mainly Lisa she helped me with everything I needed to do to make the process faster was backup and running with in 3days after id spirit my drink over my beloveded laptop thank you very much would highly recommend having insurance with this company.
May 31, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Phillip,
Thank you so much for your kind feedback! We’re really sorry to hear about the accident with your laptop, but we’re delighted to know that Lisa was able to support you throughout the process and help get everything resolved quickly.
Providing helpful service and getting customers back up and running as soon as possible is exactly what we aim for, so it’s fantastic to hear you were sorted within 3 days. We’ll be sure to pass your lovely comments on to Lisa.
Thank you again for your recommendation and for choosing us to protect your devices!
Kind regards
The Customer Care Team
Great value insurance
Great value insurance, especially the multi-device plan. Very professional customer services and easy to contact. A trusted name in the insurance world.
June 5, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Nick,
Thank you for your fantastic feedback, Nick! We’re delighted to hear you found our insurance great value, especially the multi-device plan.
It’s also wonderful to know that our customer service team provided a professional and easy-to-reach experience. Building trust with our customers is incredibly important to us, so your comments mean a lot.
Thank you again for your recommendation and for choosing Insurance2go.
Kind regards
The Customer Care Team
Excellent service and product
Excellent service and product. The lady on the phone who assisted my inquiry was brilliant
June 3, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Dear Mrs Flint,
Thank you for taking the time to share your feedback. We’re delighted to hear you had such a positive experience and that our colleague was able to assist you so effectively over the phone. We really appreciate your kind words and look forward to supporting you again in the future.
Kind regards
The Customer Care Team
Emma - Excellent
Emma. Excellent, friendly, polite. Knows her job and how to deal with the public.
My policies had a slight problem, but she soon sorted things in a very professional manner. Well done.
May 29, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Brian,
Thank you for your kind feedback.
We’re delighted to hear about the excellent service Emma provided. She consistently demonstrates professionalism, strong product knowledge, and a genuine commitment to helping our customers. I’m especially pleased to hear she was able to resolve the issue with your policy quickly and efficiently.
I’ll be sure to pass on your comments to her — I know she’ll really appreciate the recognition.
Kind regards
The Customer Care Team
I needed to cancel 4 contracts
I needed to cancel 4 contracts and thought I was in for the hard sell. Helen dealt with me and was amazing, never tried to get me to keep the contracts just went through the process being very professional, very caring and also being able to have a laugh.
I wish all companies were this easy to deal with.
Thanks for helping
May 28, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Michael
Thank you so much for taking the time to share your experience.
We’re really pleased to hear that Helen made what could have been a difficult process feel easy and straightforward. It’s great to know she handled everything with professionalism, care, and even managed to share a laugh along the way — we’ll be sure to pass your kind words on to her.
We always aim to make every interaction as smooth and supportive as possible, so your feedback truly means a lot to us.
Thanks again for your lovely comments, and we wish you all the very best moving forward.
Kind regards
The Customer Care Team
I can customer service very fast and…
I can customer service very fast and good
May 28, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your feedback. We’re really pleased to hear that you found our customer service fast and helpful. We appreciate you taking the time to share your experience and look forward to supporting you again in the future.
Kind regards
The Customer Care Team
I needed to make a change to my mobile…
I needed to make a change to my mobile phone insurance. All of my emails were responded to quickly and my updated policy was provided really quickly. Great customer service.
May 27, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your kind feedback! We’re delighted to hear that updating your mobile phone insurance was a smooth and efficient experience. Providing quick responses and clear, updated policy details is something we strive for, so it’s great to know our team delivered on this occasion.
We really appreciate you taking the time to share your experience, and we’re always here should you need any further assistance.
Kind regards
The Customer Care Team
Always great customer service for my…
Always great customer service for my phone insurance needs.
I've lost count the amount I've changed my phone policy over the years. Thanks to Helen and Lisa this time to getting my device changes sorted super quick with no stress.
May 26, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Rob,
Thank you for taking the time to share such lovely feedback. We’re really pleased to hear how easy and stress‑free you’ve found managing your phone insurance with us over the years, and we’ll be sure to pass your thanks on to Helen and Lisa. It’s great to know they were able to get your device changes sorted so quickly. We appreciate your continued trust and look forward to helping you again whenever you need us.
Kind regards
The Customer Care Team
The customer service has been incredible!
The customer service has been incredible. I have only purchased my policy today, so never needed to claim (& hopefully won't!) but having been burnt by other gadget insurers, and having had a really bad experience with Samsung Care, I switched over to insurance2go. The customer service team were really helpful in answering all my questions, they were super friendly, and gave me confidence in them as a company. I called a number of other insurance providers but the customer service here was incomparable to others who either had no contact number or customer service agents who were unable to answer my simple questions.
May 19, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hello Kasia
Thank you for taking the time to share such detailed feedback. We’re delighted to hear our customer service team were able to answer your questions clearly and help give you confidence in choosing insurance2go. It’s great to know the support you received stood out compared to other providers. We really appreciate your trust and hope you continue to have a smooth experience with us going forward.
Kind regards
The Customer Care Team
Reply from Citymain Administrators Ltd
Hi Jennifer
Thank you for taking the time to share your feedback. We’re delighted to hear that you received excellent service and found our agent knowledgeable and helpful. Providing clear, professional support is very important to us, and your comments are much appreciated. We look forward to supporting you again in the future.
Kind regards
The Customer Care Team
Helen was really polite and efficient
Helen was really polite and efficient. I rang to change over my policy to a new mobile phone. The whole change over was completed within a couple of minutes.
May 12, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to share your feedback. We’re delighted to hear that Helen was polite and efficient, and that your policy change was completed so quickly and smoothly. We’ll be sure to pass on your kind words to her. Thanks again for choosing us — we’re always here if you need any further help.
Kind regards
The Customer Care Team
Great service
The whole process of transferring insurance from my old device to new seamless, and quick.
May 7, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your feedback. We’re really pleased to hear that transferring your insurance to a new device was seamless and quick. Making changes simple and hassle‑free is important to us, and we appreciate you taking the time to share your experience.
Kind regards
The Customer Care Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.