CraftInsure Reviews 1,277

Good and positive experience

Easy to get a quote and good price. Had my previous boat insured with you.

Great service talked through the hole process

I’m extremely disappointed with Craft Insurance.
After my outboard motor was stolen, the claims process has been nothing short of a nightmare:

It took over 3 weeks to get a payout, plus another full week wasted on back-and-forth communication;

The motor was valued at the bottom end of the market, with no regard for actual replacement costs;

They deducted 10% per year of use, meaning I lost 20% off the value, even though the item was in excellent condition;

And the final insult: I was told by an advisor to "look for a second-hand replacement on eBay" — seriously? Is this insurance or a joke?

It feels like I’ve entered a parallel universe, where the insurer’s job is to minimise payouts and send you off to fend for yourself.

I chose Craft Insurance expecting peace of mind, not delays, low valuations, and ridiculous suggestions.

Absolutely not recommended. A frustrating and disappointing experience.

I have had my boat insured for them for a few years. Never made a claim, so I don't know how they are about that.

But I have sold the boat and cancelled the policy, yet I keep getting charged. You can't even cancel the policy outside of office hours, they have no way to do it online. It HAS to be done over the phone.

Anyway. I cancelled on the 25th per email (not recognised) because my policy will be booked on the 26th, on the 26th I went to the chat and told them I have already cancelled via email, but because it was out of office hours I couldn't officially cancel. He said, that is no problem. He'll cancel the policy for me.

Thinking that's going to be it, I was still charged. "Okay.", I thought. "Maybe it was too late to stop the transaction".

I just left it at that, except now I was charged again on the 9th?!

So I call them up and told them what's going on and they only said "Sooooowwwyyyyy can't refund you and it says your policy is only cancelled on the 27th of June. Nothing we can doooo".

They just take your money and will keep charging you.

I am sure this won't be the last I hear of them, they will try to charge me again 100%. I warned them though that I will go to legal over this, because that's just theft.

Issued a renewal request - 10% increase OK fair enough, but was quoted the wrong level of cover due to an internal system error. Then when they corrected this they increased the price so the rise was then a massive 21%, I objected and they adjusted the price back a bit by offering some discount.
But now I can't pay them because the auto pay is not updated and they do not like answering phones.

Shortly I will be left with no boat insurance.

Not impressed, very inefficient and I wonder what would happen if a claim arose.

My boat insurer sadly joined Ripe. Could not reach them by phone or email for a week. Eventually got a quote 100% more than the previous year. Just a phone line with inexperienced staff. Rubbish service. Don't touch them.

It is with genuine regret I find myself putting up this review but the service I have recently received has just been grinding away at me.

If you scan my (few) other reviews on Trustpilot most are of a positive nature INCLUDING one for Craftinsure a few years ago.

I have been a loyal customer of Craftinsure for 20 years now for the same craft with a minor claim over 8 years ago. I have always found them easy to deal with, helpful & friendly. Particularly in this regard I would single out Mark Lee & latterly Jenny in customer care.

However......

My 2025-26 policy was due to renew on the 6th June 2025 and as usual I received advanced notification of my premium. To my shock it was a massive 58% increase on the prior year total premium of £419.64 to now an astonishing £661.59 (including the usual £15 on line charge)

I tried calling but was unable to have my calls answered. After 4 or 5 attempts, having listened to the legal blurb over again & unsuccessfully waiting for an advisor to be available, I gave up.

I sent an e-mail explaining my inability to get through on the phone asking would it be possible for someone to call me ?

I received an e-mail back – unfortunately, no we cannot call you can you please call our customer advisors on the above number.

I sent a further e-mail explaining I had tried unsuccessfully on numerous occasions & I was simply trying to query the substantial increase on my premium?
I received a further email stating the premium was in fact correct but they would offer 20 % loyalty discount – still a very substantial net increase !

I replied saying that whilst not ideal out of brand loyalty I would consider renewing again this year:

I had one query - could they please advise if the previous Craftinsure policy of covering spars & rigging up to the ages of between 15 & 20 years still applied . Ours was now 15 years old

Could they please categorically advise if they would cover the rigging given that the surveyor had not RECOMENDED but merely suggested at some point in the future I may CONSIDER a rig inspection.

In support of my query I attached a full copy of my recent March 2025 condition survey. It was an excellent survey with ALL 4 minimal recommendations complied with.

Eventually after two further emails from myself chasing clarification I still only managed to elicit a very woolly answer.

I realise that there may have been organisational changes with a change of underwriters but I feel the company is now operating (badly) on a call centre basis with untrained staff simply following hierarchical protocols, vastly different from the company I started to insure with all those years ago.

If this is what its like renewing policies I can only surmise what it would be like on a claim !

I have just totted up the premiums paid in that time since 2007, just shy of £6,950 .

In reality it's not anger or annoyance I feel , more a sense of betrayal.

Such a shame.
..................................................................................

Having received the response to my post below just now - Yes I do feel it was not clear AND still isn't !

Finally and for the avoidance of doubt, having seen my survey. Do you consider the surveyor's comments:

"might consider a rigging inspection"
to be a RECOMMENDATION or NOT ?

It's a simple but important question don't you think?

Lets see if common courtesy elicits a response from you ?

................................................

Well to be fair I did receive a phone call from Natasha one of the few original Craftinsure staff left after the takeover. I had dealt with Natasha in the past and as always she was very gracious in expressing her apologies for my recent experience. I readily accept the apology in the manner it was given & on a personal front I wish her well for the future. I imagine it can't be easy in a takeover situation , I know I'm a retired accountant and been involved in a few. So very good luck Natasha for the future & thanks for all your help in the last 20 years. I mean that sincerely.

That said, the new regime should note that had I been able to talk to someone of Natasha's professionalism & knowledge on the phone we might not in fact be here & I may still have been a customer.

Unfortunately that was not possible and the 4 FACTS below , still unanswered by the way, are for clarity of this forum the reason I have moved on:

1. Initial 58% increase on premium - no explanation
2. Unable to speak to anyone on the phone despite numerous attempts.
3. Email contact was a large company "call centre" approach providing woolly vague answers.
4 . When finally pushed to answer a direct "Yes / No "question , yet again not able to give an unequivocal answer.

I repeat I am genuinely sorry it has come to this, but I have now moved on. I suggest we just let the viewers on this platform make their own minds up

Regards
Gordon Montgomery

Scammers stay away, I insured my canal boat for over £250 as soon I I paid for it they sent me a message saying they were cancelling my policy as further payment would not be paid by my bank which is rubbish, try calling them and after 15 minutes waiting they hang up on you, I've spoken to other boaters who say they have been scammed to, their reviews are fake all fake please stay away their reply on here is they take 40 minutes to answer their calls that is vile they tell me.i asked for monthly payments didn't I paid in full they if you asked for.monthly payments they do a credit check on my address well my bank account and all my bills are paid on thr marina, all the good reviews on this site are actually craft insure doing false reviews, I've reported this scum company to the authorities

Fantastic service. Excellent, efficient and effective service for a last minute bespoke request. Great communication and exactly what we needed. Thank you very much for helping out at short notice. You have definitely secured a customer-for-life.

Well priced and the policy has good coverage. Have not had a reason to claim but good company so far.

A year ago I was delighted when I switched to Craftinsure and recommended them to many. I feel therefore that I must say my present experience is appalling and their ability to answer the phone non existent. I just wanted to renew but need clear documentation.
They have been taken over by a company called Ripe. Ripe for a fall I think!

I have just seen the Craftinsure response. What it fails to mention is they NEVER did manage to send me documentation showing the coversage. Rather basic for an insurance company I would have thought!

used to be good, then a corporate buy out and they just jacked the prices up 50% for no other reason than rinsing their customers. In my opinion Ripe stinks like a rotting corpse, I'm going elsewhere on principle. Seeing this acquisition and jacking prices all over these days. Dentists, Vets, Estate agents. Rip off britain at its worst

my boat suffered damage during the storms at the end of 2024.
Craftinsure made the whole insurance process simple, easy and fast. But most of all they were very understanding and kind during the process which reduced my stress to a minimum. They use friendly language in their communications, using my first name which is very much appreciated.

The Claims team were super helpful and listened to the details of my claim, helping me to provide the information necessary to support the claim. It was particularly reassuring to speak to the same person every time, as this improved continuity.
Once I'd submitted my invoices for the claim, they processed repayment within 24 hours.

very helpfull great service

Thank you Craftinsure. From making the initial claim through to final payment the service has been excellent.

I have been insured with Craftinsure and there was an unfortunate incident in the boat park and someone smashed my carbon dinghy mast. Alas no one came forward and so I had to claim. The claim process was straightforward and paid out quickly. The team could not have been more understanding and helpful.

Very good company settled my claim in full.