Assurant Reviews 

They are one of the worst insurance connected with RAC, be careful!

Extremely disappointing and unprofessional insurance service

I submitted a claim after losing my phone, and the experience has been shockingly poor. The insurer has continuously delayed the process, repeatedly requesting unnecessary information — including full monthly bank statements showing all my transactions, which is excessive and highly questionable from a data protection standpoint.

Instead of resolving my claim, they’ve been asking for one “proof” per week, clearly to stall the process. This approach is unprofessional, disrespectful, and creates a feeling that the company’s main goal is to avoid fulfilling legitimate claims.

After weeks of delays, I’ve completely lost trust in their ability and integrity. Customers deserve transparency and respect, not endless bureaucracy and invasive requests.

The customer service team refused to understand the situation with my phone. You cant have a phone without sim or cover secondhand phone because they will prove of use but not possible to prove wasted my time.

I lost my phone and submitted a claim over two weeks ago, providing every document they requested right away. Despite following up several times, I’ve received no meaningful response or update on my case. The communication has been extremely poor and the delay unacceptable — especially considering how quick they were to take my premium payments.

I expected a smoother and more professional process from a company that claims to care about its customers. At this point, I feel completely ignored and frustrated. I wouldn’t recommend this insurance service to anyone based on my experience.

Have claimed on insurance twice through assurant. The first time got a new device in 12 hours. The second time I had a broken screen which has since been replaced and is very low quality, pixely, and I get messages saying it’s not a genuine part and can impact functionality.

When I rang up to complain all I got was “it’s in your terms it’s in your terms it’s in your terms” no resolution or attempt to do so. Have made a £1200 phone worth pennies due to the shoddy screen put on.

If you’re happy with bad customer service, slow repairs, and dodgy parts, use assurant. If not run for the hills.

Edit: The fact that when Assurant reply they don’t acknowledge any of the issues, just its “inline with terms and conditions”. Avoid!

If there was a way to give Assurant minus stars, or even zero stars, that's what I'd give this company. Extremely disappointing service, and not something I would associate with the reputable bank through which this insurance is provided. My claim was messed up in so many ways, the shortest way to put it is they didn't carry our a repair properly, accused me of damaging my phone when it was returned to me unrepaired, and insinuated I was trying to make a second, fraudulent claim for free, confusing their messages between saying I initially claimed under warranty and should have claimed under accidental damage when their complaint outcome letter shows the initial claim was made under accidental damage. For me to get the phone repaired, they said I'd have to pay a second excess fee, which there's no way in hell I'll be doing. Bad service is one thing, but when they record calls, despite my going through two levels of complaint departments, they clearly can't investigate complaints properly, because I was clear with them from the start about the claim details, and it'll all be recorded from what I understand, but they can't possibly have reviewed the calls properly if at all. I have made the bank aware, and will be taking this to the Financial Ombudsman. If the insurance wasn't part of my bank account, I'd cancel it.

What an absolutely horrendous company, firstly I sent my phone as part of nationwide for the first time in 10 years. They send me a replacement and it has a gap between the frame and screen and so I complain to get another one. They send DPD and don’t even receive the item and so I have no idea how this gets resolved. Their complaints person was condescending, making it sound like I am the problem. Never again. UPDATE - complaint reopened due to loss of phone. So no assurant not concluded. Thankfully a nice person picked up today called Jack. There is some hope but atm I have no phone when sending it so let’s not provide a false reply

Don´t touch this company with a barge pole. We where sold scratch and dent insurance for our car when we bought it from a garage. We where told that someone would visit our house and fix any minor scratches in the street. No mention was made that we would need a drive. in fact we told the seller we had no drive. The is nothing in the policy to say we need a drive, but they will not visit unless you have one. This company is a total con. Asked for a full refund but have been refused.

Virgin Money should definitely use a different Insurance provider for their customers, especially if you would like to keep your loyal customers.
I sent my phone for repair (cracked screen accidental damage), I received it back in a timely manner, but, after a week my device became faulty, it started glitching, so I sent it back under 180 day warranty to be fobbed off with unable to repair under warranty as damage is consistent with the phone being dropped, which is not the case at all (sought advice from local mobile phone repair technicians who advised it is not a result of the device being dropped) and is in fact shoddy workmanship and a ploy to get more money from me. I will never use this company again and highly advise others to stay clear too.

It is my husbands 50th birthday and I was taking him with our parents on a short break. As this was meant to be a lovely experience, I had enrolled with Barclays DragonPass and booked the lounge at Heathrow Airport, Terminal 5. When we went to check in the day before, the Terminal had changed to Terminal 3. I spoke to Barclays DragonPass - which is actually ‘Assurant’ not to ask for a refund, but to ask for either a change to Terminal 3 or a Change to a different date for Terminal 5. What I was faced with was a really upsetting experience. Not only the lack of empathy and a ‘computer says no’ response, there was almost a glee from the agent as she sarcastically told me that this happened a lot over the summer and basically that my holiday insurance would be the only recourse. The ‘complaints process’ is non-existant. Basically this is all a scam and please don’t waste your money with this company. We are significantly out of pocket - money we cannot afford to lose - and it’s left a particularly sour taste and we won’t be trusting either Barclays or DragonPass again.
I booked the alternative through ‘Get your Guide’ which was a completely different experience, helpful, professional and as you would expect to be treated as a customer.

I have this insurance provider through nationwide and I sent my phone in to get fixed for a cracked screen. I received the the phone back but 2 months in my screen just went yellow and the phone became unresponsive. I sent my phone back under warranty and they are now claiming I dropped my phone (which I did not) and need to pay another £75 to get it fixed. Bearing in mind it has been 2 weeks since I sent the phone and there was no contact from them at all. I had to chase them up for them to start claiming they did not fix my phone due to this supposed damage. I took pictures of my phone in its undamaged state apart from the yellow screen but I am being told that there would be no way of identifying that being my phone so they cannot accept my picture. However on their side they are saying they have pictures of the damage. I even recorded me boxing my phone using the packaging they sent my phone the first time they returned it. However for extra security and safety I even bubble wrapped it. They are saying they need to do an investigation and will get back to me in 5 days.

Update : please if you are considering using this company do not. The company is saying they have now done an investigation and claim I damaged the phone so I need to pay another £75. I asked for a report of the investigation and James the individual I spoke to say he doesn’t have access and I need to wait for a letter. I ask for him to make a request on my account, leave a message for the complaints team to sent me a report of the investigation. Even that he is not able to do. I ask him if in the complaints policy if I am able to get access to information in regards to my account and he keeps saying the letter will tell you what you can do now. I request a call back from the complaints team who know about the process but apparently I can just get a letter but no one will call me back. I am not asking for the moon and starts here a simple call back and information in regards to my account and this investigation.

My advice if you have a bank account that has this provider as an insurance provider I urge you to find another bank. What’s the point in me being a flex plus customer to be scammed by the people they outsource to. Their system is built to frustrate you and I imagine a lot of people give up and make another claim just to get their phone back.
All this to say my experience has been terrible!

Claimed with Halifax for my phone before. Excellent experience. Now a few years on they have changed companies. Completed the claim online and was told I had to contact them. Emailed no response. Days later sat on hold and chased and was told I needed to pay excess fee. Paid on the phone. Days later no communication of how or where to send. Email to chase and received what to do but no postage etc. it’s shocking and I haven’t even sent the item yet!

Shame on Halifax for using such an incompetent company for phone repairs. I filed a claim on the 24th Oct for a screen repair .today 3rd November I complained to be told it was waiting for me to pay £100 excess which I could do online . Actually no I cannot there’s no option and I wasn’t prompted once during making the claim to do so . After reading many of these reviews I’m glad I haven’t sent it yet .i told them to cancel my claim I will NOT! be using them , and they haven’t even done that , I will take the iPhone to be competently repaired by Apple at my own expense. I’d rather change my bank and pay the full repair price than use this incompetent service.

I have a policy with this "company" who provide RAC warranty. They won't confirm the warranty will cover the mechanical fault on the car even though it is clearly a mechanical fault that is described as being covered by the policy and refuse to authorise a replacement car. They are defrauding me and the warranty is misrepresented. I am having to take legal action to recover the money they owe me. I bought a car from Prestige car autos earlier this year but it has got a severely bad gearbox( Fiesta Zetec S 1.0 Ecoboost 2015 year) requiring week in the workshop to replace/rebuild the gears in the box. I paid top money for the car but the gearbox is bad. I have a RAC warranty provided by Assurant because my brother advised me to get it but RAC are now refusing to pay out and they wont accept the gearbox even though the garage testify it as a mechanical fault. The garage have stripped it all down. It is hugely frustrating and deeply irritating because I paid fair and square for a warranty and there's no question the gearbox is faulty. The RAC roadside relay themselves said it is faulty. It is distracting me and severely disrupting me from my working time as I have to keep on ringing up to find out any progress and I am left without a car. I drove a fiesta for 23 years before exactly the same and I never did any damage to the gearbox so for them to suggest its my fault is ridiculous. I am very unhappy with "warranty" as I trusted RAC and the dealer to be top rated but I have to now say I would never buy another warranty from RAC are basically dishonest - it is not worth the stress worry the annoyance factor and the time it's costing me to sort this out on top of the high value I paid at the outside and for the warranty. Very upset. It is highly frustrating and aggravating.

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