Assurant Reviews 

A shambles I had to send the phone to them and pay which cost £10 and on receipt of my so called repaired phone it wouldn’t even work so I have had to send back and have logged a complaint but they are not interested and state the phone worked when it left them. I will be going to the Financial
Ombudsman. Had other insurances which have always been first class so I will
Be cancelling my policy.

Further to my Trustpilot review on 7th April 2026 (my reference number 280699020426), I rang Assurant and they confirmed I will receive £89.63, which is 23% of the fee I paid to Evans Halshaw Vauxhall Leeds on Gelder Road.

After my complaint, Assurant issued the final investigation letter on 2nd Apr and they quoted the following from T&C. This is right, but these will cause you problems and more hassle:

Labour Rate Term: “In giving authorisation for Maintenance or repairs, we will assess repair times in line with Autodata (or equivalent industry standard) recommended repair or service times and hourly labour rates at a maximum of £55 per hour.”

Parts Term: “The Administrator may authorise Maintenance or repairs immediately; call for other estimates; nominate another repairer; investigate the Maintenance or repair request further; insist on the use of factor or pattern parts; exchange or remanufactured units; or appoint an independent assessor to inspect the vehicle.

However, I rang Assurant on 7th Apr, the lady politely explained that they generally used two standards for price comparisons, but they seek the advice from the dealer, which is Evans Halshaw Vauxhall.

I rang Evans Halshaw Vauxhall Leeds, they explained these are the standard hours for this work and they don’t use non-genuine parts, which cause problems.

My recommendation: If you want more than 23% of your repair fee back and fix your car properly, you know what to do.

Very unprofessional and rude customer service and they are making their own theories to reject the claims stay away from assurant they are stupid 😡

Spoke to Melanie today, she was absolutely fantastic!!! Had an issue where I didn't have proof of payment on a previous replaced phone and she when above and beyond and got the claim submitted for me, she was gentle, kind and honestly God bless her

I am extremely disappointed with the service I have received from Assurant Mobile Phone Insurance.

I first made a claim in January, and since then my iPhone has been sent in for repair five separate times. Despite this, the device has still not been restored to a satisfactory or manufacturer-standard condition. On more than one occasion, I was required to pay the excess fee—even when the repair was clearly not completed properly.

In one instance, the phone was returned without being correctly sealed, which resulted in condensation forming inside the camera lenses. This is a basic quality issue that should never occur following a professional repair. Even now, after being told the phone has been “repaired,” there is still clearly visible condensation in the front camera.

I have now been without a properly functioning phone for several weeks, which has caused significant inconvenience. While I acknowledge that repairs are processed relatively quickly, the lack of proper workmanship completely undermines the purpose of having insurance in the first place.

At this stage, I have lost confidence in your ability to repair the device to an acceptable standard. I would expect a more appropriate resolution, whether that be a full replacement device or a permanent fix carried out to manufacturer specifications, without any further charges.

I hope this matter can be resolved promptly and fairly.

I had a really frustrating experience with Assurant UK when making a claim for my lost iPhone 17 Pro. What should have been a straightforward process dragged on for nearly two weeks, with very little communication or clarity along the way. To make matters worse, the way my claim was handled felt less like customer support and more like an interrogation. I understand checks are necessary, but the constant questioning and tone made me feel like I was being treated with suspicion rather than as a genuine customer.

I constantly had to chase for updates, which only added to the stress and inconvenience. Now that the phone claim has finally been resolved, I’ve been told I still have to wait even longer for the accessories claim to be processed and I’m still awaiting any meaningful update on that. It feels unnecessarily slow and poorly coordinated, as if each part of the claim is handled in isolation rather than as a single case.

I’ve used Assurant in the past without issue, but something clearly seems to have changed. Looking at recent reviews online, my experience doesn’t appear to be an isolated one. It gives the impression that customer satisfaction is no longer a priority, which is disappointing for a service that’s supposed to provide peace of mind.

Overall, the lack of efficiency, poor communication, and uncomfortable claims experience have been very disappointing. When you’re paying for insurance, you expect a smoother and more supportive process especially for something as common as a lost phone. Unfortunately, this has been far from that.

This was my first time dealing with a broken the large foldable screen phone, but thankfully my insurance covered from Lloyds Bank it and I got a new one super fast. I really appreciate how quick your service was - I got a replacement Samsung Fold 7 within a week! My only small issue is that the color of the new phone is different from my old one, and I wasn't asked about it first. But I'm sure I'll get used to it. Thanks again for your help!🙏🙏🙏

Horrendous, delayed my mobile phone claim by a week asking for all sorts of nonsense, sent me the wrong colour with chips on it, older than me existing with a slip in the package saying they gave me a better spec phone as they didnt have mine in...... which they didnt, they just gave me a disgusting colour.

I've used them before. But what is going on!. Paid for a mobile insurance claim. They haven't emailed me the next Steps I clouding the form. Called today and I get a disinterested worker who says "the person who deals with sending emails will do it today" seriously WTF is this. We're well into the afternoon I've paid my excess and you are delaying my repair. What's wrong with you guys

I reported my phone as lost and sent all the required documents by email. Since then, I haven’t heard back. I’ve also tried calling a few times, but I haven’t really been able to get any clear information or help. Claim no: 56048910. I send all the documents Tuesday, still no response. Just I call the customer service they didn’t help me too.they says just wait to the email. It should not be that much hard.

This compnay is a complete joke! after 8 months of over and back and a complete breakdown of communication on their end, I was told I would get a £2,000 claim paid.. this was on January 5th.. today is April 21st and I havent received any payment or replies to any of my emials over the last few months.

Currently sitting at 1.6 stars, this is the lowest I've ever seen on Trustpilot. complete joke of a company

Update: I've sent you the detaisl on top of more emils but this comany wants nothing to do it!! absolute joke!!

I had a very disappointing experience with Assurant while making a phone insurance claim.

Despite explaining multiple times that my device was a genuine gift from a friend, I was repeatedly asked to provide proof of purchase, which I clearly stated I do not have. It felt like I was being asked the same questions over and over again without any consideration of my situation.

The whole process became unnecessarily stressful and frustrating, with excessive documentation requests and no flexibility for genuine cases like mine.

Because of this experience, I decided to withdraw my claim and cancel my Ultimate Reward account.

I would not recommend this service based on my experience. I hope they improve their customer support and handle cases more reasonably in the future.

Worst experience ever ..
i am gonna leave nationwide bank’s insurance

Sent my Google pixel pro fold 9 off last Thursday,received my replacement phone yesterday morning, was kept updated though out the whole process, have seen all the bad reviews on here , but my personal experience was good , my new phone is a refurbished pixel but looks brand new , everything so far working perfectly and got 12 months warranty

After reading multiple bad reviews I was almost certain my experience would be doomed. However, I was pleasantly surprised at the experience I personally had so I just wanted to write this review so others are not worried too. Obviously other people have had bad experiences and that is a shame, but I don't think Assurant deserves mostly negativity here. My phone screen was damaged and I applied for the claim via Halifax (Ultimate Reward customer), who then put me through to Assurant. The claim was accepted immediately and I sent the phone off for repair on Wed (free DPD label provided). I was well informed of the progress, they let me know by Friday it was with an engineer, and then advised it required an additional part ordered (Samsung Flip phone, so understand specialist screen required). By Monday was told it was fixed, and Tue phone was back in my hands via DPD delivery. The quality of work is excellent, far exceeding my expectations. Its a brand new original Samsung screen. All in all, I worried about it for no reason. So, as I said, if you're reading all the negative reviews please also know there are some great ones too and hopefully you'll have an experience like me. Claim no. 56042155, Phone: Samsung Z Flip 7

Horrible company, horrible service. I don't need to say much, the review itself says it all: a terrible company, lack of communication, lack of character, lack of management. The right thing to do would be to close down and stop operating as an insurance company.

I would give 0 starts if possible. I have had to use this awful service twice through insurance with my Monzo bank account. The first phone wouldn't charge so I paid the £75 excess and the fix lasted 6 weeks so I binned the phone.

The most recent time, the 3rd party screen they replaced broke after 2 days. I activated the warranty and they found water damage on the inside so refused to fix it. I escalated and argued that it is a water resistant phone and that i have not had this issue for 2 years with the Samsung original screen. They argued that they test their screens and the staff are monitored so it must have been from a splash my end that got inside a sealed unit. I asked for footage of the repair and was refused and told that as its water damage the insurance is void and to go to the ombudsman's.

I am shocked that the part they replaced with allegedly got water damaged inside the phone after 2 days where I never got this with the original, even when cracked. To sum up, both times they have replaced a part, it has been faulty and I have been out of pocket on the excess

CHECK WHO YOU BANK USE - Unfortutaltey I have phone insurance via my bank who use assurant - I broke my phone paid the excess they send you the pre paid label I took this to a dropbox as per thier instrucitons scanned the label a door opened I popped it in - now they say they never recieved the phone and its my problem to track DPD wont speak to me as I didnt place the order the shop has no access the dropbox outside DPD can only access so I am lost in a circle of no one helping me and my phone is god knows where and instead of 3 days turnaround to fix on day 3 and sounds like they have lost it - so to me they should just send me a new phone but no they need me to run around chasing DPD who wont speak to me - bonkers!
Response to message - how are you investigating? I have emailed complaint email address and yet to have a response - DPD still showing not recieved shop confirmed DPD go every day to collect from the dropbox so it should of been collected very unclear process and no ownership being taken - Under the Consumer Rights Act 2015, as you provided the shipping label and designated the courier, the risk remains with you until the item is successfully returned to me. By depositing the phone in your authorised drop-off point, I have fulfilled my obligations.

This is truly the worst experience I have ever had with any company. Their whole processes are designed to deny each and every claim. Whether it is their AI-led review system (computer says no) or their poorly trained customer service staff who give inadequate / incorrect advice. One example of their Catch 22 processes for dealing with my stolen phone: I needed to provide 'proof of usage' from my network provider featuring my IMEI number and date first and last used. My provider cannot provide that - I didn't buy the phone from them. I was then told to get a 'letter of refusal' from my network provider. The best I could get was a transcript from SKY. Claim denied with no notification. I will be contacting both the Ombudsman and Martin Lewis. And please don't give me a CHAT GPT reply - treat this with some respect. Thank you.

Update: The PR team's response below is pure damage control.
Behind closed doors, Assurant's Executive Complaints team (specifically Jack) has formally refused to even review the photographic proof of the physical debris their technicians sealed inside my camera lens (which they claim is only cosmetic, dust, debris and adhesive... sitting on top and around of your lens, inside the phone, is cosmetic to them. Pathetic excuse and complete incompetence and lack of understanding of basics of photography).

​Even worse, Jack explicitly stated in writing and via the phone that 'cosmetic damage is not covered and will not be repaired.' Let that sink in: Assurant is actively using a policy meant for customer-caused wear and tear as a loophole to evade responsibility for the physical damage and screen scratches caused by their own negligent depot and bare-cardboard packaging. They damage your property, label their own mistakes as 'cosmetic,' and use that as an excuse to refuse to fix it.

​They had ample opportunity to review the evidence and settle this before I escalated it to the Financial Ombudsman Service. They chose to double down. Now that the regulator is involved, they are hiding behind 'we cannot discuss this further.' I look forward to the Ombudsman's binding decision on their gross negligence and completely dishonest complaint handling.

If you have mobile insurance through a Lloyds Bank premium account, be incredibly careful. Assurant (Lifestyle Services Group) operates with a shocking level of negligence. My experience has resulted in repeated damage to my property, gaslighting by customer service, and a complete failure of duty of care. I have now formally escalated them to the Financial Ombudsman Service (FOS).

​Here is the full timeline of how they treat premium devices (Samsung Galaxy S25 Ultra):

​1. Ignoring Day-One Defects (Sept 2025): I received a replacement device from Assurant following a claim. On the exact day it arrived, the back glass panel was visibly lifting/unsealed. I reported this immediately with timestamped photographic evidence.

​2. Negligent Packaging & Transit Damage (March 2026): When I sent the phone in to finally have this lifting glass repaired, they returned it completely unrepaired. Worse, they shipped a premium glass device bare in an unlined cardboard box with ZERO protective plastic film. The friction during transit ground abrasive cardboard dust into the screen, causing visible scratches.

​3. Appalling Staff Behaviour: When I called to report the scratched screen and unrepaired glass, their representative was completely dismissive. He falsely claimed the unsealed phone "passed testing" and actually told me I should look elsewhere for alternative insurance (why have I been paying you for years then?).

​4. Secret Returns & Internal Technician Damage: Despite that call, the phone went back for a rework. In a massive security risk, they shipped the high-value device back to me with zero tracking or notification. Upon retrieving it, I found the adhesive had failed AGAIN within 24 hours. Even worse, their technicians caused new physical dents and sealed physical dust and white debris INSIDE the camera lens housing, obstructing the optical sensor.

​5. Staff Admitting Loss of Control: When I reported the debris trapped inside the camera, an agent actually advised me NOT to send the phone back. They admitted the back-office cannot communicate with the depot technicians and could not guarantee my device wouldn't be subjected to further unauthorized tampering.

​6. Gaslighting & A Dishonest Final Response: When I raised a formal complaint offering a reasonable compromise, for Assurant to pay an official Samsung-certified center to fix their mistakes or a replacement device and they completely ignored it. Instead, they issued a Final Response that:

​Deliberately omitted my original September 2025 defect report to twist the timeline.

​Tried to claim the physical debris trapped inside the camera lens was just "cosmetic damage" to wave liability.

​Falsely claimed I refused to go to Samsung for an inspection ( why only inspection and not repair? Why force me to go through their incompetent repair team?), when I literally offered that exact resolution in writing.

​They expect you to pay a premium excess fee, only to return your device damaged, scratched, and filled with internal debris. I have had to take time off work just to battle their flawed process (it has now been over 3 weeks)

​Do not trust Assurant with your property. Take macro photos of your devices before sending them, demand everything in writing, and do not hesitate to escalate them to the Financial Ombudsman Service when they inevitably breach their statutory duty of care.