Lisa really did do everything to help me today and I couldn't thank her enough. After a very stressful experience with DPD losing my phone. Really trustworthy and helpful people. Would recommend for p... See more
Company replied
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
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
Can't thank George in claims and the company enough, my phone was lost in transit and they went above and beyond to help and facilitated a replacement phone, delivered within days. My advice to anyone... See more
Company replied
Great service from the team at citymain. Very helpful upon phoning up and were quickly able to get my claim resolved after issues with royal mail. The repair was extremely quick with nearly a brand ne... See more
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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
4.6
Excellent
402 reviews
Replied to 88% of negative reviews
Typically replies within 1 week
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Reply from Citymain Administrators Ltd
Thank you for your kind feedback. We’re really pleased to hear that you found our team helpful and patient. Providing clear, supportive service is very important to us, and we appreciate you taking the time to share your experience.
Kind regards
The Customer Care Team
Great service from Helen
Great service from Helen - Helen was very helpful and dealt with everything in a cheerful happy manner
30 April 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to leave such a lovely review. We’re delighted to hear that Helen was so helpful and handled everything in such a cheerful and positive way. We’ll be sure to pass on your kind words, and we look forward to supporting you again in the future.
Kind regards
The Customer Care Team
Excellent customer service 😊
Excellent customer service 😊 I had to change my policy for a new phone and the changes were made quickly and efficiently. Thank you!
24 April 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your kind review. We’re really pleased to hear that changing your policy for your new phone was quick and straightforward, and that our team could help efficiently. Your feedback means a lot to us, and we’re glad we could make the process easy for you. Thanks again for choosing us.
Kind regards
The Customer Care Team
Lisa was incredibly helpful. Would easily recommend.
Lisa really did do everything to help me today and I couldn't thank her enough. After a very stressful experience with DPD losing my phone. Really trustworthy and helpful people. Would recommend for phone insurance,
22 April 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Adam,
Thank you so much for your kind feedback. We’re really pleased to hear that Lisa was able to support you during what sounds like a very stressful situation and help put things right. Your trust and recommendation mean a lot to us, and we’ll be sure to pass your comments on to Lisa. Thanks again for choosing us for your phone insurance.
Kind regards
The Customer Care Team
Reply from Citymain Administrators Ltd
Thank you for your great feedback. We’re really pleased to hear you received excellent service and appreciate you taking the time to share your experience. We look forward to supporting you again in the future.
Kind regards
The Customer Care Team
George is awesome!
Can't thank George in claims and the company enough, my phone was lost in transit and they went above and beyond to help and facilitated a replacement phone, delivered within days. My advice to anyone sending a phone is to ensure there's a signature on delivery to ensure Royal Mail can be held accountable! I'm really impressed with the service, restored my faith in insurance companies!! I also love how easy it is to speak to a human on the phone who I could understand and could understand me without having to go through a chatbot.
7 April 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Dee,
Thank you so much for taking the time to leave such a thoughtful review. We’re absolutely delighted to hear about your experience and we’ll be sure to pass your kind words on to George — he’ll be thrilled to know he made such a difference.
We’re really pleased we could step in and support you when your phone was lost in transit, and that we were able to get a replacement out to you so quickly. Thank you as well for sharing your advice with others about signature on delivery — it’s a helpful tip and much appreciated.
Hearing that we’ve helped restore your faith in insurance companies truly means a lot to us. We believe that speaking to real people, who listen and care, should always be the standard — so it’s great to know that this stood out to you.
Thanks again for your trust and for choosing us.
Kind regards,
The Customer Care Team
Trappers
Bad faith tactics used to stop you realising that you are still on the policy. Accidentally signed up for a free trial when purchasing a phone. Received no alert that the free trial had ended. Received only 1 email from the company in 3 years. The email came from a email sender called “notifications” with the subject line “notifications”, so was flagged as spam.
2 April 2026
Unprompted review
Reply from Citymain Administrators Ltd
Dear Evie Rutter
Thank you for taking the time to leave your review.
We are very sorry to hear that you are not satisfied with the service that you have received. We kindly inform you that when any policy is purchased with us, full policy documentation is issued to the registered email address which would relay the duration of the policy and the frequency of the premium collections, along with how to cancel the policy should it no longer be required etc. Should you wish to discuss this further, please may we ask that you contact our Customer Service Centre on 0333 999 7920 Mon-Sat 9am-5:30pm (Standard call rate)
Kind regards
The Customer Care Team
Helen was very helpful and solved my…
Helen was very helpful and solved my problem with ease
2 April 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Sarah,
Thank you for taking the time to share your feedback. We’re delighted to hear that Helen was so helpful and able to resolve your issue 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 support.
Kind regards
Hayley
Kind and compassionate service
I broke my phone at the weekend at the worst possible time, after taking it to a local repair shop (for a quick turnround) I was somewhat shocked on how much the repair would be so realised I would have to claim on my insurance and just accept the long repair time. However once I had paid the excess I mentioned that I had just lost my mom, and the timing was terrible. The person on the end of the phone was extremely sorry for my loss and managed to organise a local repair for me so I could claim the difference. I didn't catch his second name, but I am extremely grateful to Stuart and the company in general for their kindness and compassion. I would 100% recommend them to anyone. It made a really difficult time a little less problematic. Thank you.
31 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Simon,
Thank you so much for taking the time to share this kind feedback. We’re truly sorry for your loss, and we’re glad Stuart was able to support you with understanding and compassion at such a difficult time. It means a great deal to know our team could make the situation a little easier for you. Your recommendation is sincerely appreciated, and we’ll be sure to pass on your thanks to Stuart.
Kind regards
Hayley
The lady I spoke to on the phone was…
The lady I spoke to on the phone was very helpful in locating my phone when I thought it was lost on tracking. The has very good customers services. Will use again when needed 😊
1 April 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Katie,
Thank you for taking the time to share your feedback. We’re really pleased to hear that our team member was able to help you locate your phone and support you when you needed it. Providing clear, helpful customer service is very important to us, so it’s great to know this came across. We appreciate your kind words and look forward to helping you again in the future.
Kind regards
Hayley@insurance2go
Great customer service from the…
Great customer service from the gentleman I wish I got his name
30 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hey Courtney,
Thank you so much for your kind feedback! We’re delighted to hear you received great customer service. We’ll do our best to identify the gentleman who assisted you and make sure your praise is passed on to him. Thanks again for taking the time to share your experience!
Kind regards
Hayley
Customer service lady was brilliant…
Customer service lady was brilliant start to finish
24 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you so much for your wonderful feedback!
We’re delighted to hear that our customer service colleague was brilliant from start to finish. Providing a smooth, helpful experience is really important to us, and it’s great to know we got it right for you.
If you need anything else, we’re always here to help!
Kind regards
Hayley@insurance2go
Very helpful and efficient
24 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Francis,
Thank you for your feedback!
We’re so pleased to hear that you found our service helpful and efficient. That’s exactly the experience we work hard to deliver.
Kind regards
Hayley@insurance2go
No problems
No problems at all with insurance2go. I recently changed my phone and my policy was changed so my new phone is now insured. All it took was a phone call and all done
23 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Anthony,
Thank you for sharing your experience — we're really pleased to hear that updating your policy was quick and straightforward. It's great to know our team were able to get your new phone covered with just a call. If you ever need anything else, we're here to help.
Kind regards
Hayley
Easy to get hold of by phone
Easy to get hold of by phone. Polite, clear, helpful and prompt.
20 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Meg,
Thank you for your feedback!
We’re really pleased to hear you found us easy to reach by phone and that our team was polite, clear, helpful, and prompt. Providing a smooth and supportive experience is always our priority, so it’s great to know this came across. If you need anything else, we’re always here to help!
Kind regards
Hayley
I needed to change my policy to cover…
I needed to change my policy to cover my new phone. Helen was very friendly helpful & efficient. Excellent company to deal with.
19 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Joanne,
We’re delighted to hear that Helen was able to help you update your policy for your new phone and that you found her friendly, helpful, and efficient. We pride ourselves on providing great service, so it’s wonderful to know this was reflected in your experience. We really appreciate your kind words and are always here if you need anything in the future!
Kind regards
Hayley
Insurance transfer to new phone
I called to advise that I had just changed my phone. The process was made so easy by the extremely helpful assistant who I spoke with. She was friendly, clear and all round a pleasure to speak with. The transfer of insurance was activated immediately without any problem. These are good people to deal with.
17 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to share your experience. We're delighted to hear that our team member made updating your details so easy and provided such friendly, clear support. It’s great to know the insurance transfer was completed smoothly for you. We really appreciate your kind words and are pleased to have made the process straightforward.
Kind regards
Hayley
Amazing service
Member of staff was amazing. Incredibly helpful. Nothing too much trouble. First class customer service.
17 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Katrina,
Thank you for sharing such positive feedback. We're delighted to hear our team member was so helpful and delivered first‑class service. Providing this level of support is important to us, and it’s great to know it made a difference to your experience. If you need anything in the future, we're always here to help.
Kind regards
Hayley
Straightforward, speedy & professional!
Straightforward, speedy and professional interaction to update and confirm details of new upgraded phone and insurance cover. Good customer service experience. Recommended.
12 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Billy,
Thank you for taking the time to share your feedback. We're really pleased to hear that your upgrade and insurance update were handled quickly and professionally. It’s great to know you had a smooth customer service experience. We appreciate your recommendation and are always here if you need anything in future.
Kind regards
Hayley
Great customer service
Great customer service to quickly and easily help renew my policy over the phone after the online option failed to work
10 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your lovely feedback. We’re really pleased to hear our team were able to quickly help you renew your policy over the phone, especially after the online option didn’t work as expected. We appreciate you taking the time to share your experience and we're glad we could make things easy for you. If you need anything else, we’re always here to help.
Kind regards
Hayley
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