I'd stay away from this insurance company they are refusing to repair or replace my iPhone after I been paying for my policy for over 5 years Absolutely the worst company I wouldn't recommend them... See more
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Claim sorted quickly with 2 options ... I could organise the repair myself and provide the information requested or send it to one of their repairers. I did the latter and the collection, repair and... See more
Having dealt twice now with SO-SURE this latest experience was even better than last time. Good, swift and pratical communication about options and resolutions. Both through email with Areeb Mohamm... See more
Company replied
Took contents insurance out with SoSure, very competitive price and low excess, even lower if you use the app and create an inventory. This is an easy process and quite a useful tool to realise what i... See more
Company replied
Company details
Written by the company
At SO-SURE, we're on a mission to make insurance even better – fast, fair, easy and great value. We protect our customers when they claim and reward them when they don't.
Contact info
19-21 Hatton Garden, EC1N 8BA, London, United Kingdom
- support@wearesosure.com
- wearesosure.com
3.7
Average
3K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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Best value student insurance
Best value student insurance, app was very easy to use to upload live photos of valuables.
Will definitely be using again!
13 January 2024
Reply from SO-SURE
Hi Jackie,
Thank you for your positive feedback! We're thrilled to hear that you found our insurance to be the best value and that the app made the process of uploading live photos of your valuables easy. We're delighted to have provided a positive experience for you, and we look forward to serving you again in the future.
Kind Regards,
Team SO-SURE
Slow customer service
I had phone insurance with SO-SURE but accessing any information through the site is a nightmare and customer service take weeks to respond to queries. It really shouldn't be this hard.
23 January 2024
Unprompted review
Reply from SO-SURE
Hi Hannah,
I'm sorry to hear about the challenges you've faced with accessing information on the SO-SURE website and the delayed responses from customer service.
If you wish to discuss further, you can reach us through our webchat or by sending an email to support@wearesosure.com.
Kind Regards,
Team SO-SURE
Great experience and customer service
I smashed my phone screen but was insured with so-sure. I got the claim authorisation within 24 hours. i was sent reminders to get the work completed. Once I sent them the invoice, I had confirmation with 1 working day. Payment received in my account within 4 working days. Very positive experience.
21 December 2023
Unprompted review
Reply from SO-SURE
Hi Jasmine,
Thank you for sharing your positive experience with the SO-SURE claims process! We're delighted to hear that your claim for the smashed phone screen was efficiently handled. It's great to know that you received prompt authorisation, reminders for completion, and quick confirmation and payment processing.
Kind Regards,
Team SO-SURE
Dumped everything on an app and the…
Dumped everything on an app and the company does not speak to you or engage whatsoever.
21 December 2023
Reply from SO-SURE
Hi Aidan,
I'm sorry to hear that you haven't received any communication from us. That's not the experience we want for our customers. Can you please provide us with more information about your issue so we can look into it for you? You can reach us through our webchat or by sending an email to support@wearesosure.com.
We value your feedback and want to ensure that we are doing everything we can to make things right.
Kind Regards,
Team SO-SURE
Reply from SO-SURE
Hi Hanna,
We are glad to hear that the experience was seamless and uncomplicated for you. Providing a hassle-free experience is our top priority, so we appreciate your feedback.
Kind Regards,
Team SO-SURE
Tantastic customer service and speedy repair
Fantastic customer service and speedy repair
12 January 2024
Unprompted review
Reply from SO-SURE
Hi Julie,
Thanks for your feedback! We are glad to hear that you had a positive experience with fantastic customer service and a speedy repair! It's always refreshing when things go well, especially when dealing with tech-related issues.
Kind Regards,
Team SO-SURE
Reply from SO-SURE
Hi Gerald,
That's wonderful to hear! It's great when a product or service is not only simple to use but also offers excellent value for money. Having an immediate link to a money-saving app is an added bonus, making the overall experience even more convenient and beneficial.
Kind Regards,
Team SO-SURE
Did not fix my phone correctly
Did not fix my phone correctly. Paid £50 excess because my phone screen broke. Sent my phone back and now have a black screen permanently. Can't cancel my policy and refuse to send it back and pay more excess.
20 January 2024
Unprompted review
Reply from SO-SURE
Hi Jamie,
Thank you for reaching out to us about the issues you've been experiencing with your phone. We're sorry to hear that the repair did not go as expected and that you're now having trouble cancelling your policy. We want to assure you that we take customer satisfaction very seriously and we're committed to finding a solution that works for you.
Please get in touch with us via our webchat or email us at support@wearesosure.com we will happily look into this matter and escalate with our claims team regarding the concerns raised.
Kind Regards,
Team SO-SURE
Check the app works!
After having purchased this insurance, I found that the app was unable to work on my phone, hence items over £500, as per policy, would not be insured.
Communication eventually led to a full refund, as I was within the 14 day cooling off period.
I would suggest checking the app works first, if possible, before buying the policy.
4 January 2024
Unprompted review
Reply from SO-SURE
Hi there,
Thank you for sharing your experience with us. We're sorry to hear that the app was not compatible with your phone, which resulted in items over £500 not being insured. We're glad to hear that you were able to receive a full refund within the 14-day cooling off period.
If you have any further concerns or questions, please don't hesitate to reach out to us.
Kind Regards,
Team SO-SURE
When I lost my mobile phone
When I lost my mobile phone, I panicked because I couldn't find it. Fortunately, I had insurance with So Sure. I contacted their customer support and explained what happened. They told me the claims process would be easy and within 10 days I received the payment. I am so grateful to have So Sure insurance. Thank you, So Sure.
16 December 2023
Unprompted review
Reply from SO-SURE
Hi Adapaka,
Thank you for sharing your positive experience with SO-SURE insurance. We're thrilled our customer support made the claims process easy for you. Losing a mobile phone is stressful, and we're glad to have provided quick assistance.
Your feedback inspires us to maintain excellent service.
Kind Regards,
Team SO-SURE
This company are amazing
This company are amazing. They had my back through the whole process and guided me through everything, I'd only been a customer for a short time and was worried how it would look but their professionalism soon alleviated my worry. I could not recommend this company enough.
19 January 2024
Unprompted review
Reply from SO-SURE
Hi Harry,
We appreciate your glowing review and are thrilled to hear about your positive experience with our company. It's heartening to know that our team provided unwavering support, guiding you through the process with professionalism. Your trust means a lot, and we're delighted to have exceeded your expectations.
Thank you for the recommendation. If there's anything else you need or questions you have, don't hesitate to reach out. We're here for you.
Kind Regards,
Team SO-SURE
Reply from SO-SURE
Hi Debbie,
Thank you for your feedback! We're happy to hear that you find it easy to use and the prices reasonable. Our goal is to provide you with affordable insurance solutions that meet your needs and make the process hassle-free. We want to make it as easy as possible for you to get the coverage you need.
Kind Regards,
Team SO-SURE
Was happy with the service
18 January 2024
Reply from SO-SURE
Hi Christopher,
We're thrilled to hear that you were happy with our service! Customer satisfaction is our top priority, and we appreciate your positive feedback.
If there's anything else we can assist you with, please feel free to reach out. We're here to ensure that your experience with us remains positive and meets your expectations.
Kind Regards,
Team SO-SURE
Easy to use process and well focussed…
Easy to use process and well focussed on what to do. I particularly liked the use of photos to show the valuable items.
11 January 2024
Reply from SO-SURE
Hi David,
Thanks for your feedback! We're delighted to hear that you found our process easy to use and well-focused on guiding you through the necessary steps. The use of photos for valuable items is a great way to enhance the accuracy and efficiency of the process, and we're pleased that it contributed to a positive experience for you.
Kind Regards,
Team SO-SURE
Too difficult for a 70 year old lady with no expensive belongings
App wanted me to photograph any items worth over £500 but I don't have any. I have an inherited tv, not smart, and so-sure ask how old is it (don't know) and what it cost (no idea). Nonsense.
17 January 2024
Reply from SO-SURE
Hi Diana,
We apologise for any inconvenience caused by our app's request to photograph items worth over £500. We understand that this requirement may not be suitable for everyone, and we appreciate your feedback.
It's important to us that our customers' belongings are protected, and we strive to offer the best possible coverage.
Please let us know if you have any further concerns or questions. You can reach us through our webchat or by sending an email to support@wearesosure.com.
Kind Regards,
Team SO-SURE
Excellent service
16 January 2024
Reply from SO-SURE
Hi Adam,
Thank you for your kind words! We're thrilled to hear that you had an excellent experience with our service. Providing top-notch service is our priority, and we appreciate your feedback.
Kind Regards,
Team SO-SURE
Fast efficient communication and service
Fast efficient communication, got phone replaced within a few days, Tatiana was brilliant with keeping me updated and progressing my claim efficiently.
16 January 2024
Unprompted review
Reply from SO-SURE
Hi Paul,
Thanks for your feedback! It's fantastic to hear about your positive experience with our service! We're thrilled that our communication was fast and efficient, and we appreciate your kind words about Tatiana's excellent assistance in keeping you updated and progressing your claim smoothly.
If you ever need further assistance, please feel free to reach out. We're here to make sure your experience continues to be exceptional.
Kind Regards,
Team SO-SURE
Easy to update new phone
I found it easy to change mobiles even though there was still about a month on the policy
8 January 2024
Reply from SO-SURE
Hi Denise,
We're glad to hear that you found it easy to change mobiles, even with time remaining on the policy. Providing a straightforward process for updating information is important to us, and we appreciate your positive feedback.
If you ever have more questions or if there's anything else we can assist you with, please don't hesitate to reach out. We're here to ensure that your experience with us remains smooth and hassle-free.
Kind Regards,
SO-SURE
Reply from SO-SURE
Hi Yvonne,
Thanks for your feedback! We're thrilled to hear that your experience with our service was quick and easy! Providing a seamless and efficient process is something we strive for, and we're glad we could meet your expectations.
Kind Regards,
Team SO-SURE
Reply from SO-SURE
Hi Nicola,
Thank you for your feedback! We're delighted to hear that you found our service easy to understand and that the setup process was quick and simple for you. Providing a straightforward and efficient experience is a priority for us, and we're pleased that we could meet your expectations.
If you have any further questions or concerns, don't hesitate to reach out.
Kind Regards,
Team SO-SURE
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