Assurant Reviews 

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.

Reply from Assurant

May 14, 2026

Thank you for taking the time to share your experience. We’re very sorry to hear about the issues you’ve described and fully appreciate how frustrating this situation must be, particularly as it relates to your daughter’s device.

We take concerns about repair quality and potential damage extremely seriously. All devices are carefully assessed upon receipt and throughout the repair process, with findings recorded at each stage. Where additional damage is identified that may affect warranty coverage or the repair approach, this would be communicated in line with our process.

We are sorry to hear that you disagree with the assessment made in this instance. This is not the experience we aim to provide, and we recognise the importance of resolving matters like this fairly and transparently. As you have already raised a formal complaint, we would encourage you to continue working with our Complaints Team, who will carry out a full and independent review of your case, including the repair history and handling of the device.

We understand you have also referred the matter externally, and we will of course cooperate fully with any investigation. In the meantime, our priority remains ensuring your concerns are thoroughly reviewed and addressed.

Reply from Assurant

May 14, 2026

Thank you for taking the time to share your experience. We’re very sorry to hear about the issues you’ve encountered and understand how frustrating this must be, particularly given the inconvenience caused and your personal circumstances.

We aim to provide a quick and reliable repair service, so it’s disappointing to hear that the issues you reported with both your phone and iPad do not appear to have been resolved first time. This is not the standard of service we expect our customers to receive. All devices are subject to testing before being returned, however we recognise that in some cases faults can persist or reoccur, and we sincerely apologise for the disruption this has caused.

We are pleased to hear that a replacement handset was ultimately provided for your phone, although we appreciate this followed a frustrating experience. In relation to your iPad, we understand your concerns and the inconvenience of having to return the device again. We would encourage you to continue working with our team so we can ensure this is fully resolved as quickly as possible.

We also want to acknowledge the additional difficulty this situation has created for you, and we are sorry for the impact this has had on your day-to-day responsibilities. Your feedback is important, and we will be reviewing this internally to identify where improvements can be made.

Please continue to liaise with our support or complaints team so we can focus on resolving your current repair as a priority, however to make sure these concerns are with our team, please can you respond to our message.

Reply from Assurant

May 13, 2026

Thank you for taking the time to share your feedback. We’re sorry to hear that you’re unhappy with your experience and appreciate the opportunity to respond to the concerns you’ve raised.

We take all feedback seriously and would like to reassure you that your device was repaired in line with our policy terms and through an approved repair process. All repairs are completed either by, or in partnership with, Apple Authorised Service Providers, and any parts used are required to meet strict quality and performance standards. This ensures that devices are returned in a fully functional and reliable condition.

Following your repair, your device underwent a comprehensive quality assessment prior to being returned to you. Based on this assessment, no faults impacting the functionality of the handset were identified. While you have highlighted concerns regarding the display, camera performance, and battery behaviour, we have not identified evidence that these issues represent faults caused by the repair itself. In particular, notifications such as “finish configuration” messages can occur where devices require additional software configuration or updates and do not necessarily indicate a hardware fault.

We also note your comments regarding the use of parts. Under the terms and conditions of your policy, repairs may involve the use of non-branded parts where appropriate. However, all such parts must meet required quality standards, and their use does not compromise the overall functionality or integrity of the device.

We are sorry to hear that you feel communication has fallen short. This is not the level of service we aim to provide, and we will review this aspect of your experience internally to ensure improvements are made where necessary.

If you are still experiencing issues with your device, we would encourage you to respond to our message.

Reply from Assurant

May 13, 2026

Thank you for taking the time to share your feedback. We’re sorry to hear that you feel disappointed with your warranty cover.

Our policies are designed to provide protection against specific types of mechanical and electrical breakdown, and full details of what is and isn’t covered are outlined in the terms and conditions provided at the point of purchase. As with all warranties, there are certain exclusions and conditions which determine what can be claimed for.

We understand that this can sometimes be frustrating, particularly if an issue falls outside of the policy coverage. We would welcome the opportunity to review your experience in more detail and ensure that everything has been handled correctly.

Please don’t hesitate to respond to our message so we can make sure this is passed to the right team.

Reply from Assurant

May 11, 2026

We’re sorry to hear you were disappointed, and we understand how frustrating this must have felt.

When a device is submitted with a declared faulty screen, we factor that into the initial estimate. However, once the phone arrives, it still needs to power on and function beyond the display (for example, responding when connected to diagnostic tools). If the device is found to be completely non‑functional and unable to power on or be tested at all, unfortunately we’re unable to offer a recycling value.

We appreciate how this can feel unexpected, and it’s never our intention to be underhand. Our terms do explain that all offers are subject to physical inspection and functionality checks once received.

If you’d like us to review the assessment or discuss returning the device to you, please respond to our message so we can make sure this is passed to the right team.

Thank you for taking the time to leave your feedback, it genuinely helps us improve how clearly we communicate our process.

Reply from Assurant

May 11, 2026

We’re very sorry to hear about your experience and understand how frustrating this must have been, particularly after paying to send the device and then finding it wasn’t working on return.

All repaired devices are tested before dispatch, and our records show the phone was functioning when it left our repair centre. However, we fully recognise that faults can sometimes reoccur or develop during transit, and we understand how disappointing that is for you.

We’re concerned to hear that you feel your complaint hasn’t been taken seriously. That is not the level of service we aim to provide. Any formal complaint should be reviewed in line with our complaints process, and customers are always entitled to escalate to the Financial Ombudsman Service if they remain unhappy with the outcome.

We’re sorry that this experience has led you to consider cancelling your policy, and we genuinely regret the stress it’s caused. If you’d like us to review the complaint handling or confirm the next steps available to you, please respond to our message.

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

Reply from Assurant

May 7, 2026

Thank you for taking the time to share your experience and for providing detailed feedback.

We’re sorry to hear that you’re disappointed with the outcome of your claim. As outlined in our final response, all claims are assessed in line with the terms and conditions of the policy, including labour times based on recognised industry standards (such as Autodata) and a maximum hourly labour rate. These assessments can differ from a main dealer’s internal pricing structure and labour allocation.

In addition, the policy allows for the use of factor, pattern, refurbished, or remanufactured parts where appropriate. While we appreciate that some dealerships choose to use genuine parts only, this can result in costs that fall outside the scope of cover under the warranty.

We understand how this can feel frustrating when repair invoices are higher than the policy limits, and we recognise that this may lead to a contribution being required from the customer. Our aim is always to assess claims fairly, consistently, and in accordance with the cover purchased.

Thank you again for your feedback, which we will share internally to help improve how we explain policy coverage and expectations at the point of claim, if you wish for this to be reviewed further or require any further details, please do not hesitate to contact our Customer Relations Team.

Reply from Assurant

May 7, 2026

We’re sorry to hear that you feel unhappy with your experience and appreciate you sharing your feedback.

We aim to provide a professional and respectful service at all times, and we’re disappointed to learn that this wasn’t how your interaction was perceived. Claims are assessed based on the terms and conditions of the policy, and decisions are made using the information available to us at the time—not on assumptions or personal judgement.

We understand how frustrating it can be when a claim doesn’t progress as expected, and we would welcome the opportunity to review your concerns further. If you’re willing, please respond to our message so we can look into this further on your behalf.

Thank you for taking the time to leave a review.

Reply from Assurant

Apr 28, 2026

We’re really sorry to hear about your experience and understand how frustrating it must be to have your device returned multiple times without meeting your expectations.

We aim for all repairs to be completed to a high standard and for devices to be thoroughly quality‑checked before being returned. We recognise how inconvenient it is to be without a fully functioning phone, particularly where further issues are identified following a repair. While repairs are intended to resolve the reported fault, we appreciate your concerns around workmanship and the impact this has had on your confidence in the process.

We’d like the opportunity to look into this further and review what’s happened in your case, including the repair history and the concerns you’ve raised. Our team can reassess the situation and discuss the most appropriate next steps with you directly.

Please can you respond to our message so we can make sure this is passed to the right team.

Reply from Assurant

Apr 27, 2026

We’re sorry to hear about your experience and appreciate you taking the time to provide such detailed feedback. We understand how stressful it can be to make a claim for a lost device and are disappointed to learn that the process felt slow, unclear, and unsupportive for you.

Claims do require a series of checks to help protect customers and ensure policy terms are met; however, this should always be handled with clear communication and a respectful, supportive approach. We’re sorry if the tone or repeated questions made you feel uncomfortable or as though you were being treated with suspicion.

We also appreciate your feedback around communication and coordination, particularly where different parts of a claim are handled separately. We understand how frustrating it can be to have to chase for updates or feel that progress is fragmented, and we regret that this added to your experience.

Your comments have been noted and will be shared internally, as feedback like this is important in helping us identify where improvements can be made. If you’re still awaiting an update on your accessories claim or would like your experience reviewed further, we’d encourage you to contact us directly with your claim details, further to this, please respond to our message so we can ensure this is escalated to the right team.