Assurant Reviews 

Reply from Assurant

Jun 17, 2026

We’re very sorry to hear about your experience and the frustration this has caused.

We understand how important it is to have a working phone and how concerning it is when a claim appears to be delayed, particularly when you’ve had to follow up yourself. We aim to provide clear guidance at every stage of the claim, including what documentation is required, and we recognise that in your case this may not have been as clear or timely as it should have been.

Claims can sometimes be delayed where incorrect or incomplete documentation is initially provided, as we need the correct information in order to progress and validate the claim. However, we appreciate that this should be supported by clear communication and proactive updates from our side.

We’re pleased to hear that one of our team members was able to assist you, and we will ensure your feedback is shared appropriately. At the same time, we take your wider concerns around communication and delays seriously, as this is not the level of service we aim to deliver.

We would welcome the opportunity to review your case in full and ensure it is progressed without any further unnecessary delay. Please respond to our message so this can be escalated further.

Reply from Assurant

Jun 17, 2026

We’re sorry to hear about your experience and appreciate you taking the time to share such detailed feedback.

We understand how disappointing it is when a claim does not meet your expectations, particularly where you believed you were covered for accidental damage. Accidental damage policies are designed to protect against sudden and unforeseen events; however, they also include a requirement that reasonable care is taken to protect the insured item. This is a standard condition across insurance products and typically applies where actions or circumstances increase the likelihood of damage occurring.

In your case, the claim was assessed against the policy terms, including the requirement to take reasonable care of the item. While we appreciate that the damage itself was not intentional, the circumstances described were considered during the assessment process, and the decision was made based on how the policy applies to those specific circumstances. We acknowledge your concern that the explanation you received did not feel sufficiently tailored, and we’re sorry if this was unclear or felt too generic.

We also note your feedback regarding communication. While we do use digital processes to ensure claims are handled efficiently, this should not come at the expense of clear, personalised support. We’re sorry if your experience felt automated or impersonal, particularly when you were seeking further clarification. This is not the level of service we aim to provide.

We would welcome the opportunity to review your case again and ensure that the decision and explanation provided fully address your concerns. If you would like us to do this, please respond to our message so we can make sure this is passed to the right team.

Reply from Assurant

Jun 16, 2026

We’re sorry to hear about your experience and appreciate you taking the time to share your feedback.

We’d like to provide some reassurance around how repairs are carried out. All device repairs are completed by authorised repair partners who are approved to undertake work in line with manufacturer and insurer requirements. Where original manufacturer parts are not used, any alternative components are required to meet strict quality and performance standards. These parts are tested to ensure the device remains fully functional and fit for purpose following repair.

We also want to clarify that any claim fulfilment is carried out in accordance with the terms and conditions of the policy. These terms allow for the use of equivalent specification parts where necessary, and this does not affect the usability or performance of the device.

We take concerns about repair quality very seriously. If a repaired device develops a fault shortly after being returned, we would always encourage customers to contact us directly so we can investigate and, where appropriate, arrange further inspection or support.

We’re sorry that you feel dissatisfied, but we’d welcome the opportunity to review your individual case in more detail. Please feel free to respond to our message.

Reply from Assurant

Jun 10, 2026

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand how disappointing it is when a claim outcome is not what you expected.

We appreciate your explanation of the circumstances surrounding the loss of your device. When assessing claims, we carefully consider the details provided alongside the policy terms and conditions, including those relating to how and where an item was kept at the time of loss. These terms are in place to ensure fair and consistent outcomes for all customers.

We recognise that situations like this can feel frustrating, particularly where there is a difference in interpretation of the events. Your concerns have been noted, and your claim decision would have been based on the information available at the time of assessment.

As your case is linked to a specific claim, we’re unable to review or discuss the full details in a public forum. However, we would encourage you to continue engaging through the formal complaints process if you have already raised one, so your concerns can be reviewed in full, if you happy to however, please respond to our message so we can make sure your concerns are passed to the right team.

Thank you again for your feedback.

Reply from Assurant

Jun 9, 2026

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and appreciate you raising your concerns.

We recognise how frustrating it is when a repair does not meet expectations, particularly where device functionality and future value are affected. We also acknowledge your dissatisfaction with the communication you received and the impact this has had.

Your complaint is currently being reviewed through the appropriate formal channels, and we are continuing to engage with our repair partner to establish the correct next steps. Where issues are identified, we aim to work towards a fair and appropriate resolution in line with policy coverage and manufacturer guidance.

As your case is ongoing and involves account-specific details, we’re unable to discuss it in full here. Please can you respond to our message so we can make sure this is highlighted.

Thank you again for bringing this to our attention.

Reply from Assurant

Jun 9, 2026

Thank you for taking the time to share your experience. We’re sorry to hear about the issues you’ve described and understand how concerning this situation has been for you.

We appreciate your concerns regarding the replacement device and the outcome of the subsequent assessment. We recognise that where a claim is declined, particularly in circumstances where there is a disagreement over the cause of damage, this can be frustrating.

Our assessments are carried out based on technical inspection findings and policy terms. However, we acknowledge that customers should feel confident in both the repair and replacement processes, including the checks completed prior to dispatch. We also understand the importance of clear and transparent communication when explaining our decisions.

As your case has been raised through formal channels, it will be reviewed in full as part of the complaints process. This includes ensuring that all relevant evidence has been considered and that the correct decision has been reached in line with the policy.

We are committed to treating all complaints seriously and fairly. If you are happy to, please respond to our message so we can make sure all your concerns have been passed to the right team.

Thank you again for your feedback.

Reply from Assurant

Jun 8, 2026

We’re sorry to hear about your experience and the circumstances surrounding your claim.

We understand how distressing it can be to have a device stolen, and we appreciate that the claims process can feel frustrating, particularly when detailed checks are required. All claims are reviewed in line with policy terms and regulatory requirements, including fraud prevention checks, which are a standard part of the process across the industry. These are not intended to cause concern, but to ensure all claims are handled fairly and correctly.

We’re concerned to hear how this was communicated to you, and if the tone of the conversation caused upset, we sincerely apologise. This is not the level of service we aim to provide.

We would welcome the opportunity to review your claim and your interaction with our team to ensure everything has been handled appropriately. Please respond to our message so this can be reviewed further on your behalf.

Thank you for your feedback.

Reply from Assurant

Jun 8, 2026

Thank you for your feedback. We’re very sorry to hear about your experience and the condition of the replacement devices you’ve received.

We fully appreciate your concerns, particularly regarding the physical condition and performance of the handset. Devices supplied under our service whether refurbished or replacement are expected to meet quality standards and function
correctly, so it’s disappointing to hear that this has not been your experience on two occasions.

We also recognise the inconvenience caused by having to return the device more than once, as well as the additional costs you’ve incurred in doing so. This is not the level of service we aim to provide, and we understand why this has led to frustration.

We would like the opportunity to urgently review this case and ensure that a satisfactory resolution is provided. Please can you respond to our message so this can be reviewed further on your behalf.

Thank you again for bringing this to our attention.

Reply from Assurant

Jun 8, 2026

Thank you for bringing this to our attention, and we’re sorry to hear about your experience.

We understand how frustrating it must be to have your call disconnected especially after providing your contact details multiple times and not receive a call back as expected. This is not the level of service we aim to provide.

We would like the opportunity to look into what happened and ensure this is addressed. Please respond to our message so we can make sure this is passed to the right team.

Thank you again for your feedback.

Reply from Assurant

May 29, 2026

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand why receiving a replacement device in a different colour to your original Apple Watch has caused frustration.

When a device cannot be repaired, our policy provides for a replacement of the same make and model or an equivalent device. As outlined in the terms and conditions, while we always aim to match the original specification as closely as possible, colour variants cannot be guaranteed and may depend on available stock at the time. We appreciate, however, that for wearable devices such as watches, appearance and personal preference can be particularly important.

We’re sorry if the response you received from our teams felt dismissive or did not fully address your concerns. That is not the level of service we aim to provide, and we recognise that clearer communication and a more considered approach could have improved your experience.

We regret that this situation did not meet your expectations and appreciate you bringing this feedback to our attention, if you are open to it however, please respond to our message so we can make sure this is passed to the right team.

Reply from Assurant

May 28, 2026

Thank you for taking the time to share your experience. We’re genuinely sorry to hear about the frustration this situation has caused and appreciate you outlining your concerns in detail.

We understand how important it is for customers to have confidence in the quality of repairs carried out on their devices. Repairs completed through our network are performed either by manufacturer‑authorised repairers or approved third‑party specialists, and all repairs are carried out in line with the terms of the insurance policy. As outlined in the policy wording, repairs may involve the use of unbranded or equivalent‑quality parts, and in some circumstances a replacement device may be provided where repair is not suitable.

We’re sorry if there was any confusion or inconsistency in the information provided to you regarding parts or repair verification. We appreciate that warnings displayed within device settings or feedback received from third parties, such as trade‑in assessments, can be concerning. Where issues are raised following a repair, we do encourage customers to return the device so it can be fully assessed and, where appropriate, rectified in line with the policy.

We note your comments regarding the trade‑in outcome and the compensation offered as part of your complaint. While we understand you are unhappy with this resolution, we will always aim to take into consideration anyone's circumstances. As you have indicated, you have chosen to escalate the matter to the Financial Ombudsman Service, who will carry out an independent review.

We’re sorry that this experience did not meet your expectations. If you are happy to, please respond to our message so we can review this further on your behalf.

Reply from Assurant

May 28, 2026

Thank you for sharing your feedback. We’re sorry to hear about the experience you’ve described and understand how concerning it is to feel dissatisfied with a repair, particularly when it leaves you without use of your device.

Repairs completed through our network are carried out by manufacturer‑authorised or approved repair partners and are completed in line with the terms of the insurance policy. As outlined within the policy, repairs may involve the use of equivalent or unbranded parts, and where issues are identified following a repair, we encourage customers to return the device so it can be fully assessed and, where appropriate, rectified.

We appreciate that alerts within a device’s settings, such as those shown in Parts & Service History, as well as performance concerns like overheating or feature availability, can understandably cause alarm. Where these issues are raised, they are reviewed as part of our after‑repair process to ensure the device meets the required standards.

We’re sorry for the delays and inconvenience you’ve experienced and understand why this has led you to raise a formal complaint. Your concerns have been logged and reviewed through our complaints process, and as you’ve indicated, you may choose to escalate the matter to the Financial Ombudsman Service, who will carry out an independent assessment.

We regret that this experience did not meet your expectations. If you would like this reviewed further, please respond to our message.

Reply from Assurant

May 28, 2026

Thank you for taking the time to share your experience. We’re sorry to hear about the frustration you’ve described and understand how disappointing it can be when a claim does not progress as expected.

All claims under an extended warranty are assessed in line with the policy terms and conditions, which set out what is and is not covered. Decisions are based on technical assessments and, where required, engineering guidance to determine whether a reported fault meets the criteria for cover. Where a fault is found to be consistent with wear and tear or gradual deterioration, or where it falls outside the scope of cover, the policy does not allow us to approve the repair.

We appreciate your comments regarding the information provided and the time taken to reach a decision. We aim to be clear about the reasons for our outcomes and recognise that delays or perceived gaps between teams can be frustrating.

Your feedback about communication and expectations has been noted.

We’re sorry that this experience did not meet your expectations. If you would like us to look into anything further or clarify any aspect of the decision, please respond to our message.

Reply from Assurant

May 18, 2026

We’re sorry to read about your experience and appreciate you taking the time to share your feedback.

We aim to provide high-quality repairs that restore devices to a reliable working condition, so it’s disappointing to hear that this has not been your experience across multiple claims. We understand how frustrating ongoing issues such as performance concerns or usability problems can be.

All repairs are carried out in line with manufacturer and industry guidelines; however, there may be instances where certain original specifications, such as water resistance, cannot be fully guaranteed following a repair. This should always be clearly communicated, and we’re sorry if this was not your experience.

We take feedback like yours seriously and would welcome the opportunity to review your previous repairs in more detail to better understand what has happened and whether anything further can be done to support you. If you’re open to this, please respond to our message so we can arrange for this to be reviewed further.

Thank you again for your feedback, it helps us continue to improve our service.

Reply from Assurant

May 18, 2026

We’re sorry to hear about your experience with your recent claim and understand how frustrating this must have been, particularly when the replacement device did not work as expected.

All replacement devices are tested prior to dispatch, so it’s disappointing to hear that yours experienced an issue straight out of the box. While replacements are covered by warranty for situations like this, we appreciate that this
does not lessen the inconvenience caused or the time taken to resolve matters.

We take feedback like yours seriously and would welcome the opportunity to review what happened with your claim and the replacement provided. If you’re willing, please respond to our message so we can pass this to the right team.

Thank you for taking the time to share your feedback, it helps us identify where we need to improve.

Reply from Assurant

May 15, 2026

Thank you for taking the time to leave such a detailed review and for acknowledging the positive aspects of your experience, particularly around the speed of the claim and the professionalism of our colleagues.

We’re genuinely sorry for the frustration caused by receiving a replacement device that appeared to be faulty on delivery. We understand how disappointing this is, especially following the stress of a theft claim, and we appreciate you reporting the issue promptly.

To clarify, all replacement devices, including those reported as faulty shortly after delivery, must follow the same technical assessment process. This ensures faults are accurately diagnosed and handled correctly, whether that results in a repair or replacement. While we appreciate this can feel rigid from a customer perspective, it is a necessary step within the scheme to ensure consistency and fairness.

We’re pleased to hear that our teams have been polite and professional throughout, and your feedback regarding the process itself has been noted. We’re always reviewing how our processes impact customers, particularly in situations like this.

We hope the matter is resolved as quickly as possible and thank you again for your patience. We welcome you to update your review once everything has been concluded, however in the meantime, if you're happy to, please respond to our message so we can make sure this is passed to the right team.

Reply from Assurant

May 15, 2026

Thank you for taking the time to share your feedback. We’re sorry to hear about the inconvenience you experienced while your vehicle was awaiting claim approval, and we understand how disruptive delays can be when your car is off the road.

While some claims can be approved very quickly, others require additional checks or information from the repairer before authorisation can be provided. This helps ensure the claim meets the terms of the warranty and that the correct repairs are approved. In some cases, this process can take longer than initially anticipated, even for faults that may appear routine.

We appreciate your comments regarding the inconvenience caused and acknowledge that, from your perspective, the timescales felt unacceptable. Although the claim was handled within our standard processing timeframes, we understand this does not always align with customer expectations, particularly when a vehicle is needed urgently.

Your feedback has been noted and is valuable in helping us review how we communicate and manage expectations during the claims process. If you would like us to review your experience further, please respond to our message so we can make sure this is passed to the right team.

Thank you again for sharing your experience.

Reply from Assurant

May 14, 2026

Thank you for your follow-up review. We’re sorry to hear that you feel disappointed with your experience and that you have not yet received a response after providing further details.

This is not the level of service we aim to deliver, and we appreciate you bringing this to our attention. We would like to ensure your concerns are properly reviewed and addressed without further delay.

We encourage you to get in touch with our Complaints Team directly so they can review your case in full and provide you with a comprehensive response. They will be best placed to investigate what has happened and work towards a resolution for you.

We also note your concerns regarding the value of the policy. Our cover is designed to protect against a range of potential issues as set out in the terms and conditions, and we would welcome the opportunity to review your specific experience to ensure everything has been handled correctly.