Smart-Sure Limited Reviews 115

I applied for a washing machine insurance £3.29 a month and was told someone would contact me. Nobody did but they took £38.39 from my account. When i went to their website they are no longer tqking on new business

Honest company with fast response timesWhat I appreciate most about Smart-Sure Limited is their transparency. No complicated small print, no hidden fees. When I called about a fault in my microwave, the team immediately booked an engineer and resolved it within days. The service felt straightforward and trustworthy — exactly how insurance should be.

Do Not Use. I put a claim in to Smart Sure they accepted it for my Fridge Freezer, paid the excess then they decided to change there minds to say the problem was not covered under the insurance plan even though I told them what the problem was. They agreed money would be refunded in 5-10 working days, still no refund. Do not use they are scammers

DO NOT USE THIS COMPANY THEY DO NOT PAY THE GAS ENGINEERS WHO DO THE WORK!!!!
SCAMMERS

They don’t even deserve 1 star! The worst insurance company I have ever had to deal with. They are quick to take your money but when there’s an issue you will be waiting for days and then be asked to pay for excess even before sending out an engineer. Avoid at all cost, I paid the annual fee and was told I will not get any refund for cancellation by the time they took of unexplained fees.

I have washing machine cover with this company and have been trying to contact them for 1 week now due to a leak under the machine. No one answers the phone (it cuts off after 5minutes) or emails. Your advised to use the portal which doesn't even work.

In Dec24 They renewed my dishwasher policy even though I emailed them twice not to do so. Tried calling them - no one picks up. No replied to my emails. I contacted financial ombudsman who advised me to send email headed Formal complaint, which I did. Got a reply from a Sarah Perry at City & Commercial who is the parent company. She confirmed by email that they had failed to action my request to not renew and cancel the policy back in Dec24 and that a full refund would be issued in 5-7 working days from 10th March. 12 working days later still no refund and Sarah has stopped replying to my emails. Essentially this company has stolen about £94 from me for a policy that I told them not to renew within 2 days of receiving the auto renewal. Even after agreeing in writing to refund me there is no sign of any refund. Avoid this company like the plague.

It took 3 days or so after contacting smart sure to get all relevant paperwork in place to get the claim moving forward. Once that was done they took the remaining money on the years policy. I'm still waiting for someone to contact me about getting my dishwasher fixed, someone did phone me from another insurance company but got cut off. No one has phoned me back and I have phoned them but no one answers.

Canceled my policy in Feb 2025 by email, they still took money out of my account and ignored me, legal proceedings to follow, do not get entangled with this company thrir website is only geared towards sales and it gives no links to contact them at all, in fact they are very difficult to contact.

The customer service and policy was absolutely appalling . When speaking with the telephone staff i struggled to understand what they were sayung due to them being foreign. I was told that i had to pay fir delivery, the call out fee, the installation, the removal of the old machine and i had no choice in the replacement dishwasher which left me wondering what exactly is insured i never had any of this experience when i dealt with product guard. I also had to wait four weeks before i even had a decision then another week before delivery even though i told staff on numerous occassions that i am partially sighted and severely disabled so cannot stand at a sink. Service is disgusting and i will certainly not be renewing my policy .

I would give 0 stars if I could. Paid monthly insurance fee for over 2 years, now I've had to put a claim in for my phone it has taken 6 months and I still do not have my replacement handset. Made me go back and forth to an engineer 30 mins drive away 6 times. They made me pay for my own repairs £275 on top of my excess and promised to reimburse the money and they still have not, 3 weeks later, practical robbery. Will not answer calls now, call handlers are liars promised my money back on specific dates several times and still nothing. Absolute thieves and scam artists and still taking £8.99 a month and will keep taking it until I receive my replacement handset and reimbursement. I am ready to take them to court if it doesn't get resolved soon. Worst customer experience I have ever had in my whole life, do not use this company!

Smart-Sure helps me find a suitable insurance cover for my property. Kousha is professional and gives fast response. It would be super if there is a reminder before the policy expires.

Washing machine Policy auto renewed despite request for policy to be cancelled prior to date of renewal, account debited for full years premium for washing machine we don't own, now battling to get them to refund me, numerous emails & calls so far to no avail....

Process was pretty intuitive and quick, although there was a delay in issuing confirmation of cover due to the need to check with the underwriters. Price was favourable when compared with certain others.

Wrote to cancel the policy within 14 day cool off period, 4 e mails later still no reply

Absolute scam of a company. Talked my elderly father into insurance he didn’t need. Kept renewing it even after multiple requests to cancel it. We must have paid for 4 years worth at least. About £250 a year, so they took him for a grand.

He has now died and they are still requesting he renew the policy.

All good. That's it!

They never kept me up to date with what is happening with my review by Smart-Sure's Underwriters, I had to chase all the time. The Underwriters took 2 weeks to make a decision.
Apparently their policy does not cover wear & tear so what is the point of the insurance.

Can you please send me details of my insurance