Assurant Reviews 

I had the back of my phone repaired through a shop provided by Assurant insurance. Less than two weeks later, the lock and power button stopped working. I called Assurant and spoke to a lady who said I wouldn’t need to pay anything, and that if the shop couldn’t fix it, they would provide a replacement. When I went to the shop, they said I might have to pay again. Whilst in the shop, I called Assurant and spoke to a man who told me the claim was closed and that I would have to open another claim and pay again because it was a different part of the phone, even though the new issue was clearly related to the previous repair. I asked him, surely I should get a warranty through the shop, I shouldn’t have to pay again, and he said he wasn’t sure and would have to ask someone. I asked to speak to someone else, and he said no one was available, it was only Monday to Friday. This level of customer service was very unhelpful, and it felt like the shop and the insurance company were trying to scam me into paying again.

Whilst I was in the shop, I had to push them to fix it for free and even bluff about an investigation. Only then did the shop admit they had a warranty and agreed to repair the phone. Both Assurant and the shop were trying to brush me off, make me pay again, and avoid responsibility. The shop claimed it was a separate issue, but this was clearly caused by their repair, I had not damaged the phone again. Customer service at Assurant was unhelpful and did not provide clear guidance. I had to push the shop myself to get the repair resolved, even though I was entitled to coverage.

This process was unnecessarily stressful, and it should not have taken me pushing and explaining the situation to get the repair resolved. Assurant needs to improve communication and ensure customers understand repair warranties.

UPDATE:

got a call from the complaints team telling me to send phone back but will not replace with a genuine parts??? In the same place as before then. Have given them a chance to fix this issue but nothing has been resolved!!! Changing to another bank such as NatWest who actually use genuine parts with repairs!!!!!

I went through my bank insurance to get a pink line fixed through my display, after submitting my case I found out it was assurant who deals with the case and non genuine parts would be used. I had faith as I wrote a letter with the phone stating to use genuine parts as I have had bad experiences with non genuine parts in the past, my intention was to write a good review if everything was fine but as soon as I opened the box and powered the phone up I got the message straight away. Non genuine display. This phone was meant to be getting traded in but now the value Is affected and none of the shops are willing to trade in with a counterfeit screen. A non counterfeit display fitting costs around the same so what is the point of insurance if it is not genuine?? I hope assurant reach out to fix this issue and the review can be changed accordingly.

Update: have replied with to questions, waiting for an update to solve this issue.

I only get this cover as a perk on my bank and I wasn't expecting to much, but I was pleasantly surprised whith there service. I have a fold series witch I've had multiple friends say they've had problems with insurance company's fixing them. I can pleasantly say assurant exceeded my expectations on the repair, and 5 days from send off to return. Thanks to all at assurant

I recently sent my iPhone 14 Pro Max for a screen repair through Assurant, the mobile insurance provider associated with Lloyds. Unfortunately, the experience has been quite disappointing. When I received the phone back, I noticed the screen had been replaced with a non-genuine part. The display quality was noticeably poor — icons appeared blurry, and the phone itself flagged the display as non-genuine when you go and check in the settings.

I reached out to their complaints department and was advised to return the phone for further inspection. After being without my device for over a week, I received it back today — only to find that nothing had been changed. The same screen was still in place, with the same issues and settings still saying that its a non apple part.

At no point during the process was I informed that non-genuine parts might be used. I found this frustrating, especially given the impact this has had on the quality and value of my device, as anyone can check and tell it non apple display has been used. I had expected a professional repair that would maintain the trade value of my phone, not a replacement that feels like a downgrade.

Overall, this has been a disappointing experience, and I hope steps are taken to get my phone it to its original state.

Lloyds should be ashamed of themselves for partnering with such an incompetent company. The worst mobile phone insurance process, the reviews don’t lie.

Terrible service with my daughters I phone 13phone sent away first time got phone back quickly but as soon as she switched it on got a warning basically saying phone hasn’t been put back together properly so sent it back heard nothing for 10 days they then said we can’t fix phone as the screen was cracked which wasn’t the issue got the phone back the next day a purple iPhone 7 arssurant didn’t have a clue what was going on so they sent us reconditioned iPhone 12 got no apologies no one had a clue couldn’t even get our excess back a joke would not recommend

I am writing this review to warn others about my dreadful experience with Assurant UK under the Cazoo Maintenance & Repair Plan.

My family has been without a car since 6 August 2025, and despite dozens of emails, calls, and even direct contact with senior management (Lee Sturgeon – UK Managing Director, and Keith Demmings – Group CEO), there is still no resolution, no confirmed repair date, and no hire car.

What happened:

6 Aug 2025: My VW Tiguan was taken to an Assurant-approved garage after a gearbox emergency light.

Diagnosis: Fault with the mechatronics unit.

26 Aug 2025: I was told the car was repaired, the fault reappeared within 10 minutes of leaving the garage.

The same faulty unit has since been sent away multiple times for “repair,” instead of being replaced. Nearly three months later, I’m still without my vehicle.

During this entire period, Assurant has failed to provide a hire car, despite clear contractual obligations and repeated requests. Their own terms state repairs must be completed “within a reasonable time” (Section 7), yet this so-called 5-hour repair has dragged on for over 9 weeks (300+ working hours).

To make matters worse, I have explained that my three-year-old daughter recently underwent major surgery, and this delay has prevented me from taking her to vital hospital appointments. It has also affected my ability to get to work, putting my job at risk... yet Assurant continues to ignore all pleas for urgent action.

Even their own garage has confirmed the issue: the mechatronics unit needs replacing. But instead of authorising this straightforward repair (a cost of roughly £3,000–£4,000), Assurant’s inaction has caused three months of total immobility and enormous personal stress.

The only individual who has shown any care or professionalism has been Ashley, who is clearly doing his best within a broken process. The wider organisation, however, has shown no ownership, no communication, and no accountability.

To summarise:

-> Three months without a car
-> Two failed repair attempts
-> No hire car
-> Ignored emails to UK and global leadership
-> Significant personal and family impact

If you are considering a warranty or service plan through Assurant, think very carefully. Their customer service is the worst I have ever experienced... slow, unhelpful, and seemingly designed to wear customers down until they give up.

I plan to escalate this to the Financial Ombudsman Service and Motor Ombudsman, as this situation represents a clear failure of duty of care, contractual responsibility, and fair treatment.

Assurant UK should be ashamed of how they treat their customers. Based on my experience so far, I am guessing another 2 Months or they wont repair the car but we will see.

Worst customer service

I took out a warranty when I purchased my car from star city Birmingham my car is a BMW had issues from the beginning yet this Warranty did not cover any BMW sites to fix my car. So I asked for a refund within the cooling off period. They refused to give it me saying they can cancel my warranty but not refund me any money. I kept this Warranty as I was forced to basically . This week my car has gone to a local garage for diagnostics and repair they couldn’t find the exact cause of the problem so I got charged £100 for a diagnostics check that took them one hour and the Warranty are refusing to pay the check so I have to pay £100 for someone to drive my car around dirty inside and actually do nothing. this Warranty is a scam not worth the paper it’s written on

I was physically robbed of my iphone 17 pro in Tenerife. I made a phone insurance claim and was asked to provide:

Proof of ownership, Proof of Delivery, Proof of Travel, and Spanish Police report.

After several calls and email exchanges, then supplied proof my sim was in the phone, proof no data usage after it was stolen.

Then finally, I provided proof of my device on icloud, and a screenshot of findmy iphone. icloud shows my device as registered, which it would be so that I was able to mark the device as lost/stolen. it is now on findmy with a notice saying offline and will be erased as soon as someone puts it online.

Today I received a call of claim rejected because they are saying it must be in my possession to be active on icloud. Clearly they have no tech knowledge of how icloud and findmy work. I was basically accused of fraud.

Having been robbed of it in Tenerife, I find this insulting. They have not explained anything in detail about it either.

Unfortunately will be having to go through the complaints process and then ombudsman if that's not sorted either.

If anyone has this company as an insurance provider, please look around and find someone else.

This has to be the worst experience of my life. I have sent my phone in for a repair due to screen damage. I got a knock-off Samsung S23 Ultra in return. It stopped working after 6 days. I sent the phone back to them to repair. To date I haven't received it. I chose the option to collect it from a DPD pick-up point. Since then, DPD says, we have sent the phone back. Assuant says we have received the phone back, but no update on when we will get the phone back. The customer service rep has escalated it to the other team for a few days now. I have no clue what is happening. I am tearing my hair out in frustration. This is the worst company to have your phone insurance.

Assurant advertise a 48 hour replacement for mobile phone theft and after 11 days, I am still no closer to a replacement phone. The communication has been terrible and very very slow. A very poor service!

I have claimed through nationwide phone insurance who unfortunatly use this company.

Paid excess upfront and received a refurbished Samsung S22 ultra after 2 days the screen turned off and the phone would not turn back on.

I returned the device to receive another set up the phone for a 2nd time and the device is having the same intermittent fault. It possibly could be the same device sent back out not a replacement.

I 100% Would not recommend the company for any insurance claim. I will no doubt have to send this device back for it to be returned unrepaired for the 3rd time!

UPDATE- 3RD phone received after talking to the complaints team who said they would do everything to resolve this issue. the original device was phantom black the previous 2 sent were black but didn't work. The 3rd however Is a bugandy almost pink phone which the response is that they don't guarantee the colour absolutely shambles of an experience! If you want to receive faulty devices and different colours then this is a great service to use!

Awful outfit, take your money then deny that they have received it. Asked me for a screenshot of my bank statement, cheeky sods. Avoid them at all costs.

The service from these guys has vastly improved over the years. You now get your handset back in an extremely reasonable time and the workmanship is normally top notch. Only time I've had an issue recently is when a part failed not because of the work carried out.

They decided to cancel my insurance. I have a z fold 7 that I brought samsung care through samsungs website and decided to cancel my policy without notifying me why have you done this I need the care that I brought can someone get in contact with me I have emailed you no response for a week and have had to email you again

I had to send my phone three times to get my camera repaired. Hopeless. Do not use.

After foolishly dropping my phone Bluetooth and Wifi stopped working, so I claim through my Lloyds bank account. Last month, as I wanted to keep my iPhone 13 mini I got a new battery installed through Apple at the cost of £85.
I included said information in the claim documentation. Assurant could not fix the issue, so sent me a replacement phone with 86% battery life, which is less than when my previous battery was replaced.
I have called customer services twice, first on 11/10/25, and today 13/10/25 to be told "they understand, but as it's over 80% there is nothing they can do". Highly irritating that you wont get a like for like replacement despite them saying so.
The "management" aren't customer facing, so wants you raise a complaint that's as far as it goes.

I dont often leave good reviews unless really good which assurant have been. Phone is insured through Nationwide and whilst on holiday my phone decided to go snorkelling and not return. Doing the claim online was so simple and easy, new refurb phone waiting at the post office for me upon my return. Amazing, easy and seamless.

Seen a similar complaint from another user on this issue.

I had my iPhone repaired via the insurance policy offered via my Lloyds Bank current account. I had to pay the £100 excess before sending the phone off to be repaired.

I cannot fault the speed of service in repairing and returning my phone. It arrived Monday morning and I received it back on the Tuesday afternoon.

However, on booting up, I noticed some of the standard Apple icons were noticeably different than they were before and as they appear on my iPad.

At first I thought maybe a newer version of iOS had been installed, but then I saw a message about rebooting the phone to complete the setup of the new hardware (I had had the screen replaced).

However, on checking my phone, in the Parts & Service History section of Settings, next to Display it says 'Unknown'. Clicking on that it states the following:

'Unable to determine if your iPhone display is a genuine Apple part. This could be because the part is non-genuine or not functioning as expected'.

So basically Assurant, as admitted in a separate complaint, uses (presumably) cheaper, non-Apple parts to repair iPhones, and likely adopts a similar approach for other phone brands.

There was nothing in the Lloyds documentation or in the claims process to say this would be the case and it 100% should have been made clear up front so I had a choice as to whether to proceed or not. However, most people would assume repairs are done using parts on a like for like basis.

Having delved deeper, I discovered Assurant is not an Apple Authorised Service Provider, so no obligation to use genuine Apple parts.

I am now left with a phone that is immediately obviously different than a 'standard' model, there is no guarantee it will perform as well as a phone with genuine parts, and I will be unable to trade this in with Apple when I want to replace my phone.

If I wanted to do that now with my 15 Pro 512GB and trade in for a 17 Pro 512MB, that would mean I've lost over £400 of the trade in value.

Update:

Called Assurant and they said I should send in the phone and they would ensure that an Apple screen gets installed as I shouldn't be getting the error messages.

I did ask why they didn't do this from the beginning as they were doing 2 lots of repairs and 3 lots of courier charges, but they couldn't answer that.

Maybe most people don't notice?