I have have used this service twice now and each time has been very pleasant. It is an excellent company. Very smooth, efficient service and fast communication regarding queries i had and next steps.... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Spoke with Emma about updating my policy to remove an old phone and add a new one, very easy to talk to and went through all the different options with me. Nice quick and easy going call- would reco... See more
Company replied
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
Rang Citymain admin as I needed to update my credit card details for payment. I spoke with Emma, who was able to explain how this could be done. Very helpful and friendly and understood my problem im... See more
Company replied
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
4.8
Excellent
464 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 75% of negative reviews
Typically replies within 1 week
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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
Helen (not helen) lol
Helen (not helen) lol. Was polite, funny and I have to say one of the best calls I have had in a long time. Customer service excellent
9 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Amy,
Thank you so much for your lovely feedback. We’re delighted to hear that Helen made such a positive impression and provided one of the best call experiences you’ve had in a long time. We’ll be sure to pass your comments on to her. If you need anything else, we’re always here to help.
Kind regards
Hayley
Great service
Great service, and competitive pricing. Swapping to new devices a very easy process.
7 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your great feedback. We’re really pleased to hear you found our service competitive and the device‑swapping process straightforward. It’s great to know everything went smoothly for you. If you need any support in the future, we’re always happy to help.
Kind regards
Hayley
Emma the customer service person was…
Emma the customer service person was very helpful, polite and patient
Also very pleasant to talk to .
She was very thorough making sure everything was correct
Thanks Emma
6 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hey Ms Shelia Dowle,
Thank you for taking the time to share your kind feedback. We’re delighted to hear that Emma provided such helpful, patient and thorough support. We’ll make sure your lovely comments are passed on to her. If there’s anything else we can assist you with, please don’t hesitate to get in touch.
Kind regards
Hayley
Great service
Call was answered quickly. The lady I spoke to was warm, polite and helpful.
She showed empathy for my situation and knowledge of the product.
6 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hello Claire,
Call was answered quickly. The lady I spoke to was warm, polite and helpful.
She showed empathy for my situation and knowledge of the product
Kind regards
Hayley
Scam
Scam. After they will ask you for a lot of proof and documents in the end they will find a reason to refuse your claim
AVOID !!
4 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Dear Mr Gelu Ilie,
Thank you for talking the time to leave your review.
We are sorry your recent claim was declined. To explain further, the underwriter of your Insurance2Go policy is strict in their Terms and Conditions and that the device being claimed for must be fitted with a functioning Sim card. Each claim is assessed fairly against the terms and conditions of the policy which may result in additional information being requested to validate the claim. As you did confirm that the device was not fitted with a Sim card at the time of the incident as required by your policy terms, we are confident that your claim was assessed fairly in line with the Terms and Conditions of your policy.
We hope you can appreciate that the terms and conditions have to be adhered too and when assessing any claim, the assessors apply fairness along with checking any claim circumstances and evidence against those terms and conditions.
All our reviews, good and bad are verified and genuine and we pride ourselves on reading and responding to all, as well as escalating and sharing customer feedback with the appropriate teams to ensure we are constantly learning and improving our processes and the service provided.
Kind regards
Hayley
Minimum waiting times on phone line.
Minimum waiting times on phone line.
Friendly call takers.
Excellent service
4 March 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Lisa,
Thank you for your wonderful feedback. We’re delighted to hear that our short waiting times and friendly team made your experience a positive one. It’s great to know our service met your expectations, and we appreciate you taking the time to share your thoughts. If you ever need anything in the future, we’re here to help.
Kind regards
Hayley
Great customer service Today I I spoke…
Great customer service, Today I spoke to a very friendly lady called Helen I think she was one of the customer advisers . She was very helpful great tone of voice very clear and understanding address me by my preferred name inquired about certain policies and was able to adjust a new policy and explain the details which was very thorough fantastic experience no complaints here ,service exactly what I wish to expect. Many thanks.
27 February 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Jose,
Thank you for sharing your lovely feedback. We're so pleased to hear that Helen provided such friendly, clear and supportive service, and that she explained your policy details thoroughly. It’s great to know you felt understood and addressed by your preferred name. We truly appreciate you taking the time to leave this review and we’re delighted the experience met your expectations.
Kind regards
Hayley@insurance2go
It was getting complex but Helen at Insurance2Go made it simple
The number of polices we had went from 2 to 4 and now to 5.
Helen was able to help me convert all 4 existing policies including replacing 1 with a new device to a new 5 device bundle.
Helen was amazing and very helpful.
Thanks so much for making the update so easy!!!
24 February 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hey Stephen,
Thank you for taking the time to share this wonderful feedback. We’re delighted to hear that Helen was able to make your policy updates straightforward and support you through moving to a 5‑device bundle. It’s great to know the process felt simple and well-handled. We truly appreciate your kind words and your continued trust in us. If you need anything else, we're always here to help.
Kind regards
Hayley@insurance2go
Really impressed so far!
Spoke to Helen regarding changing a new policy, superb friendly service, really good customer experience.
23 February 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hey Paul,
Thank you so much for sharing your experience, Hayley. We’re delighted to hear that Helen provided such friendly and helpful support while guiding you through your policy change. It’s great to know you felt well looked after. If you ever need anything else, our team is always here to help.
Kind regards
Hayley
Excellent service as usual!
Excellent service as usual!! Very quick and easy to do. Many options for cover. Wouldn’t go anywhere else for phone insurance. Thanks. 👍
17 February 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Louise,
Thank you so much for your wonderful feedback! We’re really pleased to hear that you found the process quick, easy, and full of suitable cover options. It’s great to know you’d choose us again for your phone insurance. If you ever need anything, we’re always here to help.
Kind regards
Hayley
Great professional and friendly service
I was taken care of by Lisa who was so friendly and helpful. I love doing things online but sometimes speaking to someone about more complicated things is just the best. She’s a credit to the company.
27 January 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Sinead,
Thank you so much for taking the time to share your lovely review. We're delighted to hear that you had such a positive experience with Lisa. She truly is a valued member of our team, and it’s wonderful to know her friendly and helpful approach made all the difference for you.
While we’re glad you enjoy the convenience of doing things online, we completely agree — sometimes speaking with someone directly is the best way to feel supported, especially with more complicated queries.
We’ll be sure to pass your kind words on to Lisa. Thank you again for your feedback! If you ever need anything else, we’re always here to help. 🌟
Kind regards
Hayley
Great phone insurance company
Great phone insurance company. I have 2 phones insured with them which I have changed several times, moved addresses etc. I have made 3 times claims and everything is managed very well. My only slight downside is you have to do it via email or phone calls as almost nothing can be done online. The phone repairs happened very quickly and when the phone was beyond economical repair I received replacement device promptly. Really pleased with them.
19 January 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hello Nora,
Thank you so much for taking the time to share such a detailed review. We’re delighted to hear that you consider us a great phone insurance company and that your experience across multiple devices, address changes, and several claims has been well managed. It’s wonderful to know that repairs were completed quickly and that replacement devices were sent promptly when needed.
We really appreciate your feedback about online functionality. We’re always working to improve our digital services, and insights like yours help us prioritise the features our customers value most.
Thank you again for your loyalty and trust — having both your phones insured with us truly means a lot. If there’s ever anything more we can do to support you, we’re here to help.
Kind regards
Hayley
Spoke to a lovely man called James…
Spoke to a lovely man called James today he looked after me highly recommend insurance company
Amanda Weaving
9 January 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Amanda,
Thank you for sharing your experience. We’re delighted to hear that James took such good care of you today. It’s wonderful to know you felt well looked after, and we truly appreciate your recommendation. Your feedback means a lot to the whole team.
Kind regards
Hayley
Really easy and simple to change the…
Really easy and simple to change the policy over, price even reduced! Helen was really helpful and friendly!
2 January 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hey Hayley
Thank you for sharing your experience. We’re delighted to hear that changing your policy was quick and simple, and it’s great to know the price even reduced for you. Helen will be so pleased to hear your kind words — we’re glad she was able to help in such a friendly and supportive way. We really appreciate your feedback.
Kind regards
Hayley
Great customer service.
I had to amend, cancel and take out some new policies. My phone call was answered within seconds and James handled my enquiry in a very friendly and professional manner. It was a hassle-free experience and I'd recommend them for their customer service alone. On another note, I gave also had to claim from them in the past and have also found them to be quick and expedient.
29 December 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Sarah,
Thank you for sharing such detailed feedback. We’re delighted to hear that your call was answered so quickly and that James handled everything in a friendly and professional way. It’s great to know the process of amending, cancelling, and setting up new policies felt completely hassle‑free. We also really appreciate your comments about your past claim experience — knowing you found it quick and efficient means a lot. Thank you for the recommendation and for your continued trust.
Kind regards
Hayley
Stuart was incredibly helpful
Stuart was incredibly helpful, polite and professional. Stuart was able to resolve my query, and provided a solution that was more convenient to me.
23 December 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Rachel,
Thank you so much for taking the time to share your feedback. We’re delighted to hear that Stuart was able to help resolve your query and provide a solution that worked conveniently for you.
We really appreciate your kind words about his helpfulness, politeness and professionalism — we’ll be sure to pass this on to him and the team.
If you ever need anything else, we’re always here to help.
Kind regards
Hayley
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