Assurant Reviews 

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.

I called about my defective cell phone. I was asked 3 times for my call back #. We got disconnected and no call back

Just had my damaged phone repaired through Assurant / Halifax banking cover, fabulous service sent and returned in 3 days back cover repaired and camera and lens cover, all had been shattered, Highly recommend their service 🤩

Phone claim went in via Vodafone’s Lifestyle Group insurance service, which I later learned is ultimately handled through Assurant. What a disaster. After this experience, I now know exactly who to avoid moving forward. The 1.6 Trustpilot rating suddenly made complete sense.

I had an Apple Watch Series 10 46mm in Jet Black. I made a claim expecting an equivalent replacement and instead received a Rose Gold watch — aesthetically the complete opposite of the insured device.

I fully understand that policy wording states colour cannot be guaranteed, however customer preference and aesthetics absolutely matter with products like Apple Watches. Jet Black and Rose Gold are positioned and marketed as completely different styles, and a more neutral alternative would have made far more sense if the original colour was unavailable.

When I contacted support, they simply repeated “it’s in the policy” with no real attempt to find a reasonable resolution or alternative outcome.

Even the complaints team suggested “putting a case on it”, which honestly summed up the overall attitude perfectly.

The replacement itself is immaculate, so this isn’t about condition. It’s about poor handling, poor communication, and a complete lack of customer-focused resolution after paying monthly premiums plus excess fees.

The complaint has now been escalated further to the Ombudsman following an immediate deadlock response, with no attempt to try and resolve any disastisfaction.

I am writing this review to warn other iPhone users that Assurant repairs may use non-genuine parts, despite assurances given before making a claim. Stick to Apple Care!!! As the excess and monthly not that different.

In December, I sent my iPhone 14 Pro Max for repair after specifically asking whether genuine Apple parts would be used. I was reassured beforehand, only to later be told they “don’t have software to determine this”, which already raised concerns.

To my surprise, they replaced the phone entirely. Initially I accepted this, although I immediately noticed the battery health was only 85%, whereas my original device had battery health in the high 90s. I complained but was essentially fobbed off.

Then in January and February, the display started behaving strangely. After checking settings, I discovered the warning:

“iPhone cannot recognise camera genuine parts.”

I contacted Assurant again and was again told they could not verify whether parts were genuine because they “don’t have the software.” At that point I lost confidence in the device.

I later upgraded to an iPhone 17 Pro Max and arranged to trade this device into Apple for £320. During the trade-in process, I removed the case and discovered the screen lifting away from the top-left corner, as though the adhesive had failed.

The phone went back to Assurant for repair and I also logged a complaint. The phone returned looking repaired, although I remained sceptical.

Apple then rejected the trade-in entirely with the status:

“Device repair not complete.”

At the same time, Assurant issued their final complaint response apologising for the screen issue and offering me £25 compensation, while I was left facing a £320 loss because Apple refused the device.

I then spoke directly with an Apple Store technician, who advised that Apple can immediately identify non-genuine parts because screens and components have serial tracking tied to the device.

What frustrates me most is the contradiction in the Lloyds/Assurant policy wording. The policy states:

repairs may use “unbranded parts”

they will “repair” the phone or provide an equivalent replacement

and if repairs invalidate the manufacturer warranty, they will repair or replace the phone accordingly

In my case, the repaired device was clearly not equivalent to a properly repaired genuine-condition iPhone, and I have suffered a direct financial loss as a result.

I have now escalated this matter to the Financial Ombudsman Service and intend to pursue it further.

Sent my phone for repair through my insurance claim and received it back fitted with non-genuine Apple parts confirmed directly through the iPhone’s own Parts & Service History. On top of that, the device was returned with True Tone not working and overheating abnormally. I had no choice but to return it, leaving me without any phone at all.

The delays and lack of accountability throughout this process have been completely unacceptable. I have now raised a formal complaint and will be escalating to the Financial Ombudsman Service if not resolved. I am far from alone the reviews here speak for themselves.

Do better, Assurant.

If you're thinking of taking out a car extended warranty package with Assurant, I would implore you don't.

Like others, I spent days chasing a decision on a timing (wet) belt failure, which they eventually rejected on the basis of manufacture replacement guidance. Guidance that is not available to the customer (not anywhere on the Vauxhall website, nor is it within the service book) , nor have they provided me with this to justify their decision since.

Also if you have a policy, it's worth checking through your terms and conditions, because they are supposed to provide you with an annual vehicle inspection which they like to keep quiet about, but will happily chase you for your monthly instalment.

They did provide a mediation service for my complaint, however that was very one sided and was less a "negotiation" and more of a clarification of their position.

Customer service generally is woeful, with huge gaps between teams that you (eventually) speak to, and the teams that make decisions.

I have since cancelled my direct debit as its clear that if anything were to go wrong with my car, they will not pay out. The only thing they are good at is taking your money.