Assurant Reviews 

Just awful in every way. I put in a claim for lost phone over 2 weeks ago and these guys just prolonging the whole process. They don’t care that people are left without their phones. I have provided requested documents on 3 occasions now and they keep coming back to me with different reasons not to accept them. Also, they take ages in replying back to your messages. I’m not sure why Banks are using this company. JUST HORRIBLE.

If I could give 0 stars I would. This ‘company’ is an embarrassment. How they are still going is beyond me. How the ceo is not looking at these reviews and thinking we need to change the way we run the business is beyond me. From start to (well I can’t say finish as it’s been over 5 weeks and we are still no closer to the end) I can honestly say without hesitation this is the worst service I have ever received. I will be writing a strongly worded email to the bank who uses this shambles of a ‘business’ as a selling point to flex members. It honestly shocks me that a ‘business’ like this is allowed to operate. I use the words allowed to operate lightly as it would appear no one is capable to offer any updates any kind of next steps. Nothing. Please avoid this ‘company’ like the plague. Please note these shambles will attempt to apologise on here however they do absolutely nothing about your complaint/feedback. AWFUL

I lost my phone on the 14 January next day i’ve done the claim , all seems to be very smooth but became the worst nightmare, I was contacted after 6 days on 20 of January by a women and i keep told her my phone was activated but not with an icloud account as i didn’t have time to create one also with a sim card that wasn’t activated , keep telling them this they ask for a proof of icloud put in lost mode , how ? Also send them the proof of ownership and everything they ask including the travel tickets , been told that i will receive an answer in 3 working days , after 4 working days i decided to call them again , the guy over the phone was saying it’s taking 1-5 working days but guess what no answer given , i did provide with evidence you guys asked what else you want ? It’s been almost two weeks since incident happened , i didn’t have an late payment never , you guys should do the same with your customers not avoid them , also if i don’t get an answer by this weeks i’m going to court and report you for lie your customer , one says 1-5 working days , another one 3 working days on email the same 3 working days who should i believe?

My phone has been lost for two weeks now, and the experience with customer service has been extremely disappointing. I was repeatedly asked to submit the same documents, even after I had already provided them. When I contacted customer support by phone, the representatives did not listen carefully and kept insisting that my documents were incorrect, stating they were scanned PDFs. I followed their instructions exactly, took photos of the documents, and submitted them again as requested. Despite this, I have received no response or resolution.

The process is taking an unreasonably long time, and at this point, I am unsure whether my claim will even be approved. The lack of communication and prolonged delays make this a very frustrating experience.

Based on this experience, I would strongly advise avoiding this company due to poor communication and lack of effective customer support.

I had a fantastic experience with Assurance and my policy is through Virgin Money. On the evening of 8th January my wife’s handbag was stolen containing a Mac and iPhone. They processed the claim within 11 days and delivered the phone to our home. They emailed asking for ownership and my partner’s proof of residence at the same address. I’ll now send my proof of accessories as requested. We were incredibly pleased with the service and they handled the claim exceptionally quickly during this stressful time. Thank you very much.

Keep asking those document which some customer do not have . Claim make hard and do not want to give cclaim to there customer .My phone was lost on 13th January and I submitted my claim on the same day . I immediately provided document requested, clearly proving ownership . on the 19-01-2026 a full week later, I received a call asking for even more documents and was told once again to wait another 1-5 working days. Every response I receive is nothing but automated copy and paste messages repeating the same meaningless timeframe. This is not just frustrating, it’s disrespectful. A mobile phone is essential to daily life, and this company shows zero urgency or care. A straightforward theft claim should take days, not weeks. Instead, this insurer seems to rely on stalling and constant delays to wear customers down. It genuinely feels like this company’s business model is to delay claims for as long as possible, hoping customers will give up. There is no transparency, no accountability, and no real customer service. If you are thinking of taking out insurance with this company, don’t. The moment you actually need them, you will be ignored, passed around, and fed automated excuses. This is by far the worst insurance experience I have ever had. Avoid at all costs.

Based on the reviews, I am not surprised. A company who will happily take your money but do nothing in return. Shocker...

This company has been dishonest, have 'lost' call recordings with crucial evidence and speak to you like you don't have a brain.

TL;DR: Failed to honour a vehicle claim in its entirety leading to further vehicle damage as a result. Made a complaint to address this issue and seek reimbursement which was refused base. Conveniently this 'missing' call had all the crucial information which would put them at fault / in the wrong.

They also automatically decline claims then miraculously approve them if you call them. Again, bad form and a sign of a company who do not value their customers.

Find a better provider as Assurant are made up of dishonest, disappointing and rude staff.

I have a policy through Halifax and my wife's phone was stolen. The thieves used the phone to use apple pay on Halifax card. Having provided all of this information, they have still not dealt with the claim and they are dragging their feet. My wife is still without a phone and their a total lack of understanding on their part.

Timeline: 27 Dec – 19 Jan.

I’m on a Nationwide FlexPlus mobile phone insurance policy administered by Assurant / Lifestyle Services Group.

I paid my excess.

I provided clear photos of the damage.

The phone is a brand-new iPhone 17.

Assurant are insisting on a repair-first process, but they’ve also confirmed in writing they cannot confirm the specifications of parts used for repairs.

That’s unacceptable on an iPhone 17. A non-genuine screen risks:

loss/degradation of key display features (True Tone / ProMotion / Always-On behaviour)

undermining the “like-for-like” standard you expect from an insurance repair

invalidating Apple extended warranty coverage for future issues (because the phone has been opened and fitted with third-party parts)

I asked for a replacement (or cash settlement) because the parts directly impact the phone’s core spec and future warranty. I was told replacement is only considered after they attempt a repair, while simultaneously refusing to confirm what they’ll fit.

Now there’s radio silence. Nationwide have also refused to intervene and keep pointing me back to Assurant.

This is not how an insurance claim should be handled. I want this resolved properly: a like-for-like replacement (or settlement), or a repair that uses genuine parts and is confirmed in writing as “equivalent specification”.

Awful service all around, AVOID

My phone was stolen on 5th January and I submitted my claim on 6th January. I immediately provided every document requested, clearly proving ownership and usage. Yesterday, a full week later, I received a call asking for even more documents and was told once again to wait another 1-5 working days. Every response I receive is nothing but automated copy and paste messages repeating the same meaningless timeframe. This is not just frustrating, it’s disrespectful. A mobile phone is essential to daily life, and this company shows zero urgency or care. A straightforward theft claim should take days, not weeks. Instead, this insurer seems to rely on stalling and constant delays to wear customers down. It genuinely feels like this company’s business model is to delay claims for as long as possible, hoping customers will give up. There is no transparency, no accountability, and no real customer service. If you are thinking of taking out insurance with this company, don’t. The moment you actually need them, you will be ignored, passed around, and fed automated excuses. This is by far the worst insurance experience I have ever had. Avoid at all costs.

These guys are a big scam and waste of time

Assurance advises the below. Be aware of the similar parts, as they are nowhere near original specification, and your photo quality will be drastically altered and phone worth much less due to the error messages which stay due to cheap components.

"Repairs may be made using readily available parts, or we may provide refurbished products
which may contain parts, which are of SIMILAR or equivalent specification, and which may include
unbranded parts"

I've waited 10 days for my claim to be processed and still haven't received anything. I have done my part by providing documentation and to honest wasting my time

So far so bad! Easy enough to log the claim. A choice to drop the phone at a "local" provider - nearest one 45 minutes away! A delay in getting the address to post it to (at my expense!) then I find I have to print a form to enclose in the envelope. Will update as my claim and phone repair progressess.

I have samsung care + had nothing but delays and document requested drag out over 5 days working days to then be asked for more taking it to 10 working days and still no response.
very poor service
17 days in to the clam still nothing

I made a Samsung Care+ claim with Assurant on 29 November 2025. My phone was collected by their authorised courier on 4 December after a no show collection the day before. Since then, Samsung/Assurant have been unable to tell me where my phone is.

Apart from one automated text on 12 December saying my phone was being returned (which never happened), I’ve received no meaningful updates. I have spent weeks calling customer service, logistics and complaints, only to be told repeatedly that they are “investigating with the courier”.

I have now been without a phone for over a month, with no replacement, no settlement, and no clear communication. Being told that nothing can be done until an internal investigation is completed is unacceptable.

This has been a very frustrating experience and I would not recommend Samsung Care+ based on how this claim has been handled

Well it all makes sense now having read all these reviews. I’m having the exact same experience as all of you who have their mobile phone insurance through Halifax bank.
Delay, lack of contact, inaccurate communication.
Just wrote to complain
I am amazed Halifax & Lloyds banks haven’t read these and moved their business elsewhere?! I pay a lot of money for my bank account and these benefits and have for years.
AVOID.

Assurant accepted our claim after I provided an abundance of very specific information about the nature and location of the damage, including photos.
The claim was referred to the repair company who requested further photos and did not raise any issues.
Repair guy came without a dent-puller, even tho they knew we had dents due to the info provided and the photos, then said that they don't pull dents on site and left. Further speaking to Assurant I was told that the scope of damage was outside their policy. At this point it was too late to claim on our main car insurance. Assurant have cost us £1000s. They have tried to say it is our fault as the damage is outside what they cover, but they are the party that accepted the claim after extensive written and visual evidence. After a further complaint call I was promised a call back, which I did not receive. Nothing they say holds any water as the damage-reporting is so exhaustively detailed. If there is a fault then at that point it lies with them and their damage-reporting/acceptance process and not with the claimant.
We had a claim with our main insurer to cover damage to other driver's car. We could have used this ourselves with no trouble and no extra cost to anyone. Instead we got shafted by Assurant and are now on the hook for all the costs... Stay away from this lot!

I recently had to make a claim with Assurant through Halifax Mobile Insurance after my handbag was stolen in a restaurant last Sunday, which unfortunately included my phone. I contacted the Halifax mobile insurance claims line on Monday to lodge the claim, and the process itself was very easy. Sam, who handled my initial call, was very friendly and helpful. However, I was advised that the claim could take between 1–5 working days, which I found frustrating as my life had pretty much come to a halt with everything being on my phone.
I became even more frustrated when the claim wasn’t processed until the 31st of December. On the 1st of January, I emailed the complaints department and spoke with Jared Talbot on the 2nd of January. Jared was incredibly understanding and acted swiftly to resolve the issue. He immediately took ownership of the situation and worked with Lee from the claims team to process my claim there and then.

Thanks to Jared and Lee’s excellent teamwork, my replacement phone was delivered within 24 hours after the complaint. The service at that stage was extremely swift, professional, and reassuring. I was able to reclaim my number and restore everything onto the new phone without any issues.

Despite the initial delay—especially during the holiday period—I’m very happy with how everything was handled in the end. They sorted it out within a week of me losing my phone, and the customer service from Jared and Lee truly stood out.

Thank you both for your help; I really appreciated it.

I had one of the worst experiences I’ve ever had with a car warranty company.

My car developed an overheating issue and I followed the process exactly as instructed, taking it to an RAC-approved garage. That garage quoted £2,600 for the repair. My policy has a £1,000 claim limit, meaning I would have to pay the difference myself — which I simply could not afford.

I was then forced to move the car to another VAT-registered garage. That garage repaired the fault for £267, proving the original quote was wildly excessive.

Despite this, the warranty company delayed authorisation repeatedly and eventually decided they would only pay £97, claiming they price parts based on where they source them (GSF), not what garages actually charge customers.

During this time:
• I was left without transport
• A courtesy car was refused despite my policy wording
• I spent significant money on alternative transport
• My complaint was dismissed with no meaningful resolution
• I was treated with a complete lack of empathy or accountability

The policy terms are written in a way that allows the company to delay, underpay, and shift costs onto the customer. When you actually need help, the cover is effectively meaningless.

If you’re considering this warranty, understand this clearly: You may pay for cover, but when something goes wrong, you are largely on your own.

I would not recommend this company to anyone.