I had a highly frustrating experience with the Assurant claim and return process. While my initial claim went through, the replacement device arrived with a faulty camera on day one. Because this phon... See more
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Customer service and care is arguably one of the worst I've received. They do not care about you. My recommendation would be look elsewhere. They will actively make it as difficult as possible for yo... See more
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I’m sad I can’t give a negative rating. Appalling service. Forced me to send my phone in. Claimed I never sent it. 4 weeks without a phone and about to embark on an ombudsman investigation. F... See more
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The Worst after sales services company. They didn't pick up the phone, doesn't tell you how long to wait or your number. Just tell you " unfortunately our advisors are busy assisting other customers w... See more
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Company details
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Contact info
Assurant, Westemere Drive, Crewe Business Park,, CW16UN, Crewe, United Kingdom
- 03332205463
- uk.complaints@assurant.com
- assurant.co.uk
1.5
Bad
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 99% of negative reviews
Typically replies within 24 hours
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phone insurance not fir for purpose
ive used nationwide flex account insurance since it started always amazing untill assurant took over , now not to be trusted !
i had a scren replaced by them, it came back and wouldnt work correctly then cut out altogether a catastrophic failure , i sent phine back ( phone had never left the house and was sent back asap ! they said it had scratches on phone and wouldnt repair it i explained a it didnt have scratches on when i had it ,,
b that they had used a srvond hand screen to repair which could have already been scratched!!
c it could have been done by there carrier !
they woildnt to anything
4 March 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your experience, and I’m really sorry to hear how disappointing this has been for you. We understand how frustrating it is to have a repair carried out, only for the phone to develop further issues and then feel that your concerns weren’t fully taken into account.
All devices are assessed and repaired in line with the policy terms, and any parts used are checked to ensure they meet the required technical standards. I’m sorry if this wasn’t clearly explained to you or if the replacement screen didn’t perform as expected. We also understand your concern about the comments regarding scratches, especially when the device had only been handled during the repair process and transport.
We’d really like the opportunity to review your claim again and make sure the assessment and decision were handled correctly. If you can respond to our message, we’ll be happy to look into this further for you.
Thank you again for your feedback.
Very poor experience with Assurant.
I lost my phone at the airport and provided all required documents, including proof of purchase and ID. Despite this, my claim was rejected only because my phone was not visible in my Google account.
A lost or switched-off phone may not appear in Google, which is outside my control. This requirement is not clearly stated in the policy, and I had already provided enough valid evidence.
The process felt unfair and frustrating.
I would not recommend this insurance based on my experience.
3 March 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your experience, and I’m really sorry to hear how frustrating the claim process has been for you. Losing your phone is already stressful, and I understand how disappointing it must have felt to have your claim declined after providing the documents requested.
We assess each claim based on the evidence available, including device activity information, but I’m sorry if the requirements around this were not clearly explained or felt outside of your control. If you’ve already provided alternative proof of ownership and loss, we’d really like the opportunity to review your claim again to make sure it was assessed fairly and in line with the policy terms.
If you can please respond to our message, we’ll be happy to look into this further for you.
Thank you again for your feedback.
Do not use this company for any type of…
Do not use this company for any type of insurance. They will not pay out. They are liars and cheats. I do not know how they get away with taking people's money for a product that they have no intention of fulfilling.
14 March 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your feedback. I’m really sorry to hear that you feel this way about your experience with us. We understand how frustrating it can be when a claim doesn’t go as expected, and we’d really like the opportunity to understand what happened and see how we can help.
Our aim is always to assess each claim fairly and in line with the policy terms, so we’d appreciate the chance to review your case in more detail. If you can respond to our message, we’ll be happy to look into this for you.
Thank you again for raising your concerns.
Great job fixing pixel 10 fold Pro
Smashed my pixel 10 fold Pro and used assurant as part of my monso package. Wasn't very confident given the terrible reviews on here but within a week I've gotten basically a brand new phone, it is a rebuild but basically most of the phone is new so I'm very happy with this service. They also provide 180 day warranty on the work they've carried out which gives me extra piece of mind if there's any problems
I wish communication was better however, their website never updated once after they received the phone and I had to call in several times to get an update. They were however very prompt in answering the phone and helpful when I spoke to them
24 March 2026
Unprompted review
Don’t take out monzo insurance.
If i could give them zero stars I would. Before you take out Mobile Phone insurance through Monzo be aware that they don’t use apple genuine parts and try to send you to some back alley unauthorised apple repair centre to fix every piece of your phone with substandard workmanship and parts.
24 March 2026
Unprompted review
Reply from Assurant
Thank you for sharing your feedback, and I’m really sorry to hear about the experience you’ve described. We understand how important it is for customers to feel confident about the quality of any repair, especially when it comes to a device as valuable as an iPhone.
For repairs arranged through mobile phone insurance, the work is carried out by authorised technicians using high‑quality components that meet the required technical standards. However, I’m sorry if this wasn’t clearly explained to you or if the repair option offered didn’t meet your expectations.
We’d really like the opportunity to look into your claim in more detail to make sure everything was handled correctly and to address the concerns you’ve raised. If you can respond to our message, we’ll be happy to review this for you.
Thank you again for taking the time to leave your feedback.
Nationwide - insurance provider!
Claim Number: 56026062
24/03: 21 days of no contact, no update, no info. Called a few times and last time a guy (Henry, I believe) was very mean, yet promised a callback in... 1-5 days. Nothing. Nationwide should definitely change their insurance provider before I downgrade my bank account. If a bank offers you insurance for mobiles etc, check if their provider is Assurant. If yes, simply downgrade and go for some other insurance company. Beware!!
EDIT: They can reply to a 1-star review in under 1 hour! Yet they cannot answer to a claim in over 20 days, LOL :D
27/03: still no contact, after 2 promised callbacks.
3 March 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your feedback, and I’m really sorry to hear about your experience. Waiting so long for an update and feeling unheard is understandably frustrating, and it’s disappointing to hear that your recent call left you feeling this way.
We aim to keep customers fully updated throughout their claim, so I apologise if this hasn’t happened in your case. We’d really like the opportunity to look into what has caused the delay and ensure you receive the support you should expect.
If you are happy too, please can you respond to our message so we can escalate this to the right team.
Thank you again for raising this, we genuinely want to put things right.
Do not trust this company!
This company is not trustworthy. They lost my IPhone 13 during the delivery period with DPD and they gave me a replacement phone that looks like it’s been used by 20 other people. They emailed me saying they checked my phone and was unable to repair it but the truth was it went missing and I received a live location of my phone at 45 Rydding Square, West Bromwich. I paid £100 when my local phone shop could've fixed it in 1-2 hours for £50.
I will file a complaint to the Financial Ombudsman.
I should have looked at the reviews before hand.
DO NOT TRUST THIS INSURANCE COMPANY.
ASSURANT = JOKE.
21 March 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your experience, and I’m really sorry to hear about the frustration this situation has caused. I completely understand how worrying it must have been to track your device and then receive a replacement that didn’t meet your expectations.
I want to reassure you that we do take cases of missing devices extremely seriously. When a courier reports a device as lost in transit, we are required to follow specific processes, including completing an investigation with the delivery provider before we can issue a replacement. I’m sorry if this wasn’t clearly communicated at the time.
Regarding the replacement device you received, all replacements are fully tested and checked to ensure they meet the required quality standards. However, if the device you received didn’t meet those expectations, we would really like the chance to review this for you.
We also note your concern regarding the repair assessment and upfront payment. We understand this added to your dissatisfaction, and we’re happy to look into this further as part of a complaint review if you wish.
If you are willing to, please respond to our message so we can pass this to the right team.
When I read the reviews I was worried…
When I read the reviews I was worried that I would have an awful experience using this company to repair my phone but I was proved wrong.
It was an easy process to make my claim and to send my phone to them and within 3 working days I had my phone back as good as new.
Obviously other people have had different experiences with this company but I was very happy with the service I received.
19 March 2026
Unprompted review
Dreadful. loop holes to avoid fully…
They have loop holes to avoid fully repairing damaged phone. I returned my phone (at my expense) as it was dropped under a car wheel which smashed screen and dented case. It arrived back with replacement generic screen not Apple, the case still damaged. I rang to complain and was told they only replace the frame if it impairs the phone operation. As it took them 15 minutes to confirm it was repaired I'm unsure if all the faults I highlighted were fully checked. I paid £75 excess, £10 postage and no phone in the meantime. I could have had the screen changed the same day locally for £50. Avoid!
19 March 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your experience, and I’m really sorry to hear that you were disappointed with the outcome of your repair. I completely understand how frustrating it must have been to be without your phone, pay an excess and postage, and then feel the device wasn’t fully restored.
When a device arrives with us, it’s assessed in line with the policy terms to determine what repairs are required to return it to full working order. Cosmetic or non-functional damage to the frame may not be replaced if it doesn’t impact the operation of the phone, but this should always be clearly explained. I’m sorry if this wasn’t made clear in your case.
Regarding the replacement screen, we use high‑quality components that meet the technical requirements of the manufacturer. However, if you have concerns with the performance or quality of the screen fitted, we’d really like the opportunity to review this for you.
We’d appreciate the chance to investigate the repair further and make sure everything was handled correctly. If you can, please respond to our message so we can ensure this is escalated.
Thank you again for your feedback.
This has been one of the worst…
This has been one of the worst experiences I’ve had with an insurance company. After losing my phone, I submitted a claim and had to wait up to five days for a response. When they finally replied, they asked for more documents, causing yet another delay. I tried calling to speak to the assessment team, but they refused to transfer my call. The whole process feels slow and unhelpful. I would strongly advise others not to waste their money.
6 March 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your experience. I’m really sorry to hear how frustrating the claim process has felt, especially after losing your phone and then being asked for further documents. We understand how important your device is and how delays can add to an already stressful situation.
We aim to assess claims as quickly as possible, but sometimes additional information is required to verify details and move the claim forward. I’m sorry this wasn’t clearly explained to you and that your attempts to speak with the team left you feeling unsupported.
We’d really like the chance to review what’s happened and make sure your claim is progressing as it should. If you are happy too, please respond to our message so this can be reviewed.
Thank you again for your feedback, we genuinely want to resolve this for you.
Don't waste your money.
I have had the warranty policy for 3 years, tried to claim twice. Both declined instantly. Second claim was declined for multiple reasons changing every time I challenged it changed slightly. They didn't even ask for the car service history to assist with the assessment, just a straight no. Waste of money they sight "Wear" as a way of getting out of everything so unless you car is new with 0 miles it will be a no from them. Avoid and save the money for repairs yourself.
9 March 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your feedback, and I’m genuinely sorry to hear that your experience has left you feeling this way. We understand how disappointing it is when a claim doesn’t go the way you expected, especially after being with the policy for several years.
We always aim to assess each claim fairly and consistently, and any decisions should be based on the specific circumstances of the fault as well as the terms of the policy. “Wear and tear” should only be applied when it is genuinely relevant to the failure being claimed for, and the reasons for our decision should not change each time you speak with us, so I’m sorry if this is how the process felt from your perspective.
We would never want you to feel that information such as service history has been overlooked, and we’d really like the opportunity to review what happened here to ensure that everything was handled correctly.
If you’re open to it, please respond to our message so we can look into this fully.
Thank you again for sharing your experience, and we hope we can put things right.
Wrost company.its almost one month my…
Wrost company.its almost one month my phone was lost. No update no nothing. I don't know why I did this insurance for what. Only money pay. Guys please don't do any insurance with this company. Otherwise you need to wait too long. Other companies covering insurance within 1-2 day's but this company 1-2 months. Oh my god!!!! Fully frustrated company 😠
15 March 2026
Unprompted review
Reply from Assurant
I’m very sorry to hear how frustrated you’ve been, and I understand how worrying it is to be without your phone for so long. This isn’t the experience we want for any of our customers.
I’d really like to look into what has caused the delay with your claim and provide you with a clear update. Please can you respond to our message so we can ensure this is raised and looked into.
Thank you for sharing your feedback, we genuinely want to get this resolved as quickly as possible.
Assurant Platinum Car Warranty
I have a platinum warranty via assurant that I obtained via the car dealership when buying the car. My ecu recently failed and I found a mechanic to complete the job. I raised a claim via the warranty provider and now after almost a month with no repairs done the claim still isn’t approved. Every time I contact I speak to someone different who has different advice on where the claim is. They keep advising they require further information but the warranty provider keeps going round in circles regarding the information they require and communication is really poor. Avoid at all costs the warranty isn’t fit for purpose and just complicates the process.
12 March 2026
Unprompted review
Reply from Assurant
Hi there, thank you for taking the time to share your experience, and I’m really sorry to hear about the delays and communication issues you’ve encountered with your ECU claim. I completely understand how frustrating it is to be without your vehicle for so long, especially when you're trying to follow the process correctly.
This isn’t the level of service we aim to provide, and I apologise for the inconvenience caused. To move this forward as quickly as possible, I’d really like to review the claim details, understand what information has already been requested, and ensure the correct team picks this up without further delays.
If you can respond to our message, we’ll make sure the case is reviewed and that you receive consistent communication from a single point of contact going forward.
Thank you again for raising this, we want to get this resolved for you as quickly as possible.
Was doubtful but turned out well.
After reading these reviews I was dreading things. I read the reviews after id sent my phone to them so needless to say my bum was twitching. However, first off my phone was lost in the post by DPD. No surprise there they're somehow worse than Evri. After 4 days the tracking was still showing id dropped it off, but it wasn't collected.
Rang Assurant, got a very helpful lady who raised a dispute for me and said they would be in touch 1 to 3 days. Ok that's fair I thought takes time to look into it.
Next day I wake up to a missed call and an email saying a replacement phone was being sent out to me. Called them and was told id be receiving a Class A refurbished handset. The following day (today) I collected my phone and its brand spanking new in a sealed Samsung box! Checked the phone battery cycle count is 0 and date of first use is today.
So from my initial phone call (Monday) I now have a brand new phone (Wednesday)
Based on this i cannot say a bad word about them.
11 March 2026
Unprompted review
Issues on their end affecting me
Was meant to be sent a replacement device yet received a dummy, now after two weeks I am still waiting with no proper mobile phone for their investigation with dpd. The issues on their end affecting me isn’t right.
1 March 2026
Unprompted review
Reply from Assurant
I’m really sorry to hear about your experience, especially the frustration of receiving a non-working device and then being left without a proper phone while the courier investigation is ongoing. I completely understand how inconvenient this is, and it’s not the level of service we want you to receive.
When a dummy or incorrect device is delivered, we’re required to complete an investigation with DPD before we can issue a replacement, but I appreciate this has taken far longer than expected in your case. We’d like to look into this urgently and see what can be done to move things forward.
If you can respond to our message, we’ll be able to review the investigation status and work to resolve this as quickly as possible.
Thank you for your patience, and again, I’m sorry for the inconvenience this has caused.
ASSURANT IS A TERRIBLE COMPANY!!
Complaint ref: 279174100326
My iPhone smashed and fell into the rain. It was sent to this company for repair/replacement. Sent it off, it came back ‘repaired’. The phone kept switching off. Sent it off again, phone came back ‘with no fault found’. I went to pay for my parking at the station and it failed again. I got a PCN because of this and had to pay £60!! They sent out a replacement phone, on receipt of the old phone. Now, a few weeks later the battery is failing in the replacement phone. The error message says ‘none genuine battery’. It goes from 100% to 1% in a nanosecond. This is the second time I’ve had to put in a complaint about this company. So, they are now sending me ANOTHER refurbished phone esp ‘picked from their Apple Store stock’. I will now be on my FOURTH repaired/replacement phone. I need to wipe this phone but it won’t even stay on long enough to enable me to do so!!
This company have told me there was ‘no fault found with the previous phones’. They are either calling me a lier or a twit. I am neither, and have had iPhones since the very beginning.
This company should lose its contract with my bank, who I pay my insurance to. I will complain to my bank also. This makes Nationwide look really bad too, as they have given the contract to this company to deal with their device insurance.
I will definitely take this to the Financial Ombudsman if the 4th repair/replacement turns out to be faulty too.
They DO NOT adequately test their parts and phones before they send them out.
TERRIBLE SERVICE!!
11 March 2026
Unprompted review
Reply from Assurant
I’m truly sorry to read about the ongoing issues you’ve experienced with your device and the frustration this has caused. This is far from the standard of service we aim to provide, and I completely understand how disappointing it must be to have multiple repair or replacement attempts without a lasting resolution.
I can see that you’ve had to send your phone back several times, including receiving a replacement device that has since developed a battery fault. I’m also sorry to hear about the impact this has had on your day-to-day use, including the parking fine you mentioned. I appreciate how stressful and inconvenient this situation has been, and you’re absolutely right to expect better.
Your feedback about the communication you received, the inconsistency in fault findings, and the concerns about the quality of the previous repairs and replacements is being taken seriously. I can assure you that all devices and parts should meet strict quality and functional standards before being returned to customers, and I apologise that this has not been your experience.
You’ve mentioned that this is now your second complaint and that you have an active complaint under reference 279174100326. Our complaints team will carry out a full investigation and ensure you receive a response with clear findings and next steps. We also want to make sure that the replacement device being sent to you is thoroughly checked so this doesn’t happen again.
I understand your frustration with the process so far, and I’m genuinely sorry that you’ve felt let down. If you would like us to review anything further while your complaint is ongoing, please respond to our message, we’re here to help and want to make sure this is resolved properly for you.
Thank you for taking the time to share your experience, and again, I’m sorry for the inconvenience and stress this has caused.
The worst company I ever have been that…
The worst company I ever have been that keep lying now been about one month don’t bother with them
This it’s my claim number 56022897
Police number LLOY0001464097
24 February 2026
Unprompted review
Reply from Assurant
I’m really sorry to hear you feel this way, and that you’ve been waiting so long for an update. This definitely isn’t the experience we want for any of our customers.
We’d like to look into what has happened with your claim and understand why things have taken longer than expected. If you’re willing please respond to our message so we can ensure this is passed to the right team.
Thank you for taking the time to leave your feedback, we do take it seriously and would like the opportunity to put things right.
My phone had water damage
My phone had water damage, I lodged the claim with a very proactive staff and I was assured that everything will be dealt with quickly but it went downhill from there. Following which I have had to send back my phone 3 times as the issue has not been fixed, infact there appears to be a fault with the camera, which the phone does not recognise, (looks like it has been replaced or tampered with) the face id does works intermittently and the mobile data does not work!! I have medical issues and need to have my SOS app working and available which I can not do as out of the wifi at home, the mobile data does not connect. I got it checked by the Apple Store, and they have given report on these faults confirming ALL of the above.
Now, for the 4th time, I have written to the complaints team and await the response. I am so frustrated with this company, the staff i spoke to 3 times subsequently were rude and not interested! It could be they get so many complaints that they are fed up!
9 January 2026
Unprompted review
Reply from Assurant
I’m really sorry to hear about the ongoing issues you’ve experienced with your phone and the frustration this has caused. This is certainly not the level of service we want any customer to receive, and I completely understand how concerning it must be especially given that you rely on your device for medical reasons.
It’s disappointing to hear that the fault has persisted after multiple repair attempts, and that you’ve had to send the device back several times without the issue being resolved. Your feedback about the camera, Face ID and mobile data not functioning properly is extremely important, and I appreciate you taking the time to share the Apple assessment with us. This will help us review the situation fully.
I’m also very sorry to hear that some of your recent interactions with our team came across as rude or uninterested. That’s not acceptable, and your experience will be passed on to the relevant managers so this can be addressed appropriately.
I understand you’ve contacted our complaints team again for the fourth time, and we will make sure this is fully investigated. Please rest assured that your case is being taken seriously.
If you’re able to share your details with us directly, we’d be grateful for the opportunity to look into this and ensure the right steps are taken to resolve the faults with your device once and for all.
Thank you for bringing this to our attention, and again, I’m genuinely sorry for the inconvenience and distress this has caused.
Please avoid at all costs!
Please avoid! If any company offers you warranty, check it isn’t Assurant, they do nothing to ensure you are getting the service you pay for and they have a very condescending tone and talk to you like they are dealing with a personal matter. After multiple calls to get help they cannot provide you with a garage that actually provides repairs for your issue, multiple calls to so many garages and the don’t even bother to help until you are forced to go to the main dealer and pay 3x the amount Assurant will pay for diagnostics. This was not the impression I had when I took this out with cinch and they should do better to check which company they work with to provide extended warranty. They say they have agreed prices with garages they work with so it seems like they are planning to not pay for any claims from main dealer as they don’t seem bothered. They should have better processes in place for customers who are struggling to find a garage to help with the issue. They just take your money and expect you to do the work and judging by the other reviews, they won’t pay anything out! I wish I kept my money, they should be investigated by the FCA! Not worth the money! Look for an alternative! Will be raising with relevant parties
6 March 2026
Unprompted review
Reply from Assurant
I’m really sorry to hear about the experience you’ve described, and I completely understand how frustrating this situation must have been for you. This isn’t the level of support we want any customer to feel they’ve received.
We appreciate how challenging it can be when you’re trying to find a suitable repairer, and I’m sorry that this process wasn’t as smooth as it should have been. While we work with a wide network of trusted independent garages, we recognise that there are times when a main dealer may be the only viable option. In those cases, we do still look to support the claim wherever the policy allows, and it’s certainly not our intention to make this difficult or leave you feeling unsupported.
I’m also sorry if any of the conversations you had with our team came across as unhelpful or condescending, this is absolutely not the standard we expect, and your feedback will be shared internally so we can address this properly.
We’d really like the opportunity to review your case in full and understand exactly what’s happened, including the support you were given when trying to arrange diagnostics and repairs. If you’re happy to do so, please respond to our message so we can ensure this is raised and looked into accordingly.
Thank you for taking the time to share your experience, it helps us improve, and we genuinely want to put this right for you.
Absolutely appalling company - don’t send your phone here
Absolutely appalling company to deal with and will never use again. Would rather pay for the repair. Phone taken to shop for a broken camera. The battery was below 80% capacity so agreed to change. A non-Apple battery was used as a replacement leaving a permanent error message on my phone which wasn’t there beforehand. The quality of the battery is worse than what was replaced. I made a complaint and advised it’s in the contract that they use non genuine parts of equal quality and standard both of which the product falls short off. I was offered a replacement battery but I’m still left with a worthless phone as companies won’t touch it with an error message. In my view this is not a like for like repair as the error message is considered in my view a default and unless removed is not a satisfactory repair. I have taken to Apple for a genuine battery who want double the cost of the battery as it’s got a non genuine part in. I wrote to assurant who don’t want to know and don’t believe they are in breach of both contract and consumer laws. The product provided is not fit for purpose and it’s a substandard repair leaving your with defective phone and product. The only way to resolve this is using a genuine item. Don’t touch this company. Fobbed off and instead of dealing with the complaint push you towards making a claim though the financial ombudsman which takes months.
13 February 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your experience, and I’m really sorry to hear how frustrating this has been for you. I completely understand how disappointing it is to feel that the repair has left your device in a worse position than before.
To clarify, our policies do allow for the use of high‑quality, non‑branded parts when carrying out repairs. These components must meet required standards, and many manufacturers, including Apple, will display a notification whenever a non‑branded battery is installed. This message doesn’t affect the functionality of the device, but I appreciate that it can be worrying and that some repair providers choose not to work on devices with this notification present.
I’m also sorry to hear that the replacement battery did not meet your expectations. We offered a further replacement to resolve this, but I understand you feel that only a genuine Apple part would achieve a satisfactory outcome.
Your complaint is currently being handled through the correct process, and I’m sorry if it felt like you were being directed elsewhere. You are always entitled to escalate to the Financial Ombudsman Service, but our aim is to resolve matters directly wherever possible, and we remain committed to reviewing your concerns thoroughly.
If you’d like us to revisit the repair assessment or discuss alternative options, please respond to our message, so we can ensure this is escalated.
Thank you again for your feedback, we genuinely want to help reach a fair resolution.
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