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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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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I have received a replacement phone from them which had scratches on it. Their reply was that these are "minor cosmetic markings". I found myself here by using Monzo Bank Max account insurance. Pe... 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
1.6
Bad
2K reviews
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Replied to 100% of negative reviews
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Perfect repair and turnaround can't fault them
Really surprising how different the experiences of a lot on here are. I cannot fault my recent claim.
I claimed for a smashed Samsung S23 Ultra via Halifax. £100 excess. The front/back both were cracked and damaged and the cameras were also damaged and unusable having had water ingress.
I packaged and shipped my phone on the Tuesday, I received an email on Wednesday to confirm it was with them and engineer assigned, on Thursday I got another email saying parts were being sourced, Friday evening got another email to say repairs were complete and on the Saturday the same week DPD delivered me my phone back. What I've received back has genuinely impressed me. No DIY repair job this, I've ended up with a full brand new rehousing of the phone front and back (ended up with a black back instead of original grey) but everything looks like genuine parts including a new s-pen. Screen is smooth to scroll and crisp - so if this isn't a genuine part it's certainly on par. Obviously without opening up i'd have no way of knowing but the seals are all very professionally done.
Same IMEI/serial as before so 100% original internals, and cameras working good as new with excellent images.
Essentially £100 for a brand new shiny phone again and a super quick turnaround. Very impressed.
24 March 2026
Unprompted review
Assurant are absolutely rubbish
Assurant are absolutely rubbish, I will be cancelling my insurance, my communication with them has been awful, they asking stupid questions over and over and when I told them this the customer advisor hang up on me, the phone they said they have fixed is not working in a draw. I paid £75 to fix but had to go out a buy a new phone costing £1200. What is the point, they have said they will not look at the phone again so now I have referred to financial ombudsman. Rubbish company and useless, don’t know why Nationwide use them, waste of time and money.
26 March 2026
Unprompted review
Reply from Assurant
I’m really sorry to hear about your experience, and I completely understand how frustrating this situation has been for you. Your phone being returned still not working, difficulties with communication, and feeling unheard during the claims process are absolutely not the experience we want anyone to have.
We also never want you to feel as though your questions aren’t being addressed or that you’re being asked for information repeatedly. I’m especially sorry to hear that you felt a call ended abruptly that isn’t the level of service we expect.
When a device is repaired and then continues to have issues, we would normally want to take a further look to understand what’s gone wrong. I’m sorry if this wasn’t offered clearly or if the outcome left you feeling you had no option but to purchase a replacement.
As your case has now been referred to the Financial Ombudsman, we’re limited in what we can discuss publicly, but our team will work with the Ombudsman to ensure your concerns are reviewed fully and fairly.
If you’d like us to look into the communication aspect or review the timeline while the investigation is ongoing, please feel free to respond to our message.
Thank you for taking the time to share your feedback.
I have just had my IPhone Pro Max…
I have just had my IPhone Pro Max repaired, as the screen and rear glass was smashed.
The screen that has been fitted is not a genuine Apple screen, this is not what I expect to happen when it’s a Pro Max IPhone, or any IPhone at all.
Not very good at all.
23 March 2026
Unprompted review
Reply from Assurant
I’m really sorry to hear you’re disappointed with your recent repair. I completely understand why you’d expect a high‑quality outcome, especially with a device like the iPhone Pro Max.
For some repairs, we use high‑grade compatible parts to ensure the device can be restored as quickly and safely as possible, but you should always feel confident in the quality of the work carried out. I’m sorry if this wasn’t made clear to you before the repair was completed.
We’d really like the chance to review what’s happened and check the repair quality for you. If you can please respond to our message so we can review this further with the right team
Thank you for taking the time to share your feedback.
Absolutely shocking experience with…
Absolutely shocking experience with Assurant.
I went out for a run, dropped my phone and ended up with multiple issues.. scratched screen, charging port stopped working and the phone constantly restarting. I clearly listed verything in the repair form. Paid £75 for the repair and another £12 to send it back via recorded delivery.
They sent it back the very next day, which already felt rushed… and now I see why.
The “repair” is a joke. They’ve swapped in a cheap-looking, clearly used silver charging port (my phone is black, so now it looks ridiculous). You can literally see dust in it, no care, no quality control, nothing. The screen? Completely ignored. The battery/power issue? Also ignored. the phone is still restarting every few minutes exactly like before.
So what exactly did I pay £75 for?
I called them and basically got told "that’s it" no accountability, no attempt to fix it properly, nothing. Just completely dismissive and said they can have a look at the screen again but will need to send it back.....my faith is completely shaken t this point so might just repair the phone at apple.
This is hands down one of the worst service experiences I’ve had. Feels like they did the absolute bare minimum (if that) and sent it straight back without even checking the actual problems.
Unprofessional, careless and honestly feels like a scam.
Avoid at all costs.
they’ll probably take their time to reply to this with some generic template response trying to make it look like they care. If they put even half that effort into actually doing their job properly, maybe customers wouldn’t be left with half-broken phones. Don’t be fooled by any polished replies. the reality of dealing with them is terrible.
27 March 2026
Unprompted review
Reply from Assurant
We’re really sorry to read about your experience and understand why you’re so frustrated and disappointed. This clearly isn’t the level of service or repair quality we aim to provide.
When a device is sent in, repairs are carried out based on the faults reported and the assessment completed by the repair centre. If issues remain unresolved, components don’t match the device, or the phone continues to experience the same faults, that’s something we would want reviewed further so it can be properly addressed.
We appreciate that your confidence has been affected, especially given the concerns raised about quality control and communication. That’s not the impression we want to leave any customer with.
If you’re willing, we’d like the opportunity to look into this in more detail. Please respond to our message so we can ensure this is passed to the right team.
Thank you for taking the time to share your feedback, it’s important to us and helps us improve.
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.
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