I have have used this service twice now and each time has been very pleasant. It is an excellent company. Very smooth, efficient service and fast communication regarding queries i had and next steps.... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Spoke with Emma about updating my policy to remove an old phone and add a new one, very easy to talk to and went through all the different options with me. Nice quick and easy going call- would reco... See more
Company replied
Just had a lovely conversation with a lovely lady about renewing my policy. In all my dealings with other organizations, I've come across some very efficient people, but the person I spoke with to... See more
Company replied
Rang Citymain admin as I needed to update my credit card details for payment. I spoke with Emma, who was able to explain how this could be done. Very helpful and friendly and understood my problem im... See more
Company replied
Company details
Written by the company
Citymain Administrators is a trusted UK provider of specialist insurance administration and claims services. For more than two decades, we’ve supported customers with fast, fair and reliable help when things go wrong — from mobile phone protection to a wide range of lifestyle and device insurance programmes. We work on behalf of leading UK brands to make claims handling simple, transparent and stress‑free. Our focus is always on delivering: clear communication, quick resolutions, and support that puts customers first. Every review helps us learn and continually improve the service we provide. Thank you for choosing Citymain Administrators — we’re here to help whenever you need us.
Contact info
3000, Lakeside, North Harbour, Western Road, PO6 3EN, Portsmouth, United Kingdom
- www.eclaimcity.co.uk
4.8
Excellent
464 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 75% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Been using citymain for years and never…
Been using citymain for years and never had a problem. Have had to make a few claims and always been very easy and fast to sort. Very friendly and helpful customer service too when I have needed them.
16 August 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Dan,
Thank you so much for your kind words and for being a loyal Citymain customer over the years! We're really pleased to hear that your experience with our claims process has been smooth and efficient, and that our customer service team has been helpful and friendly when you've needed support. Your feedback means a lot to us, and we’re always here if you need anything in the future.
Kind regards
Hayley
Reply from Citymain Administrators Ltd
Hi Ian,
Thank you for your lovely feedback! We're so glad to hear that Stuart's knowledge and advice made a positive impact. We’ll be sure to pass on your kind words to him—it’s always great to see our team making a difference. If you need anything else, we’re just a message away!
Kind regards
Hayley
Highly recommended!
Had a couple of years with these guys and all was great.
Even more so when I changed phones and contacted to cancel the policy, I had a super fast informative reply confirming cancellation and due refund.
Yes, it's kinda what you expect but unfortunately it's so rare these days to get such good customer service, so kudos where it's due - great company!
7 August 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Paul,
Thank you so much for your kind words and for taking the time to share your experience! We're thrilled to hear that you had a great couple of years with us and that our team was able to assist you quickly and efficiently during your cancellation process.
We completely agree—excellent customer service should be the norm, and we're proud to deliver it consistently. Your feedback means a lot to us, and we’ll be sure to pass your kudos on to the team.
Wishing you all the best, and if you ever need us again, we’ll be here!
Kind regards
Hayley
I’ve had an incredibly frustrating…
I’ve had an incredibly frustrating experience with this mobile phone insurance company. The claims process is unnecessarily complicated, with endless paperwork and constant delays. It took weeks just to get a response, and when they finally replied, they rejected my claim over a minor technicality. Their customer service is unhelpful and dismissive, leaving me feeling completely unsupported. I wouldn’t recommend this insurance to anyone – it’s a waste of money and time.
27 July 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to leave your review.
I’m sorry to hear you are not satisfied with the service you have received, but each claim is assessed fairly against the terms and conditions of the policy which may result is additional information being requested and different lines of enquiry being carried out.
To explain further, the underwriters of your Insurance2Go policy are strict in their Terms and Conditions we are required to conduct additional checks to ensure the device that has been put on cover meets eligibility and was in good working order, with no pre-existing damage. During the assessment of your claim, it was noted that your device had been blacklisted by another insurer, since the 24th September 2024, which is prior to the inception of your policy on the 24th May 2025. As the device was barred prior to your policy inception, it would not have been in full working order at this time therefore, the claim was declined.
We hope you can appreciate that the terms and conditions have to be adhered to and when assessing any claim, the assessors apply fairness along with checking any claim circumstances and evidence against those terms and conditions.
All our reviews, good and bad are verified and genuine and we pride ourselves on reading and responding to all, as well as escalating and sharing customer feedback with the appropriate teams to ensure we are constantly learning and improving our processes and the service provided.
Kind regards
Hayley
Reply from Citymain Administrators Ltd
Thank you for the kind words! We're so glad you had a great experience with us. Your support means a lot, and we're always here if you need anything else!
Kind regards
Hayley
Excellent communication skils
I got through to an advisor easily.
Stuart resolved my request quickly and with clarity. There was excellent adaptation of the policy to my particular scenario.
23 July 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Julia,
We're delighted to hear that Stuart was able to assist you quickly and clearly. It's great to know that the policy was adapted effectively to suit your specific needs — we always aim to provide tailored support. We'll be sure to pass your comments on to Stuart and the team. If there's anything else we can help with, please don’t hesitate to reach out!
Kind regards
Hayley
After having my phone stolen along with…
After having my phone stolen along with all my cards, only my phone insurance have treated me with compassion. After speaking with Helen on the phone, my mind was put at ease instantly. Thank you for your incredible work 🙏
21 July 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Matthew,
Thank you so much for your kind words. We're truly sorry to hear about your experience, but we're incredibly glad Helen was able to offer the support and reassurance you needed during such a stressful time. Compassion and care are at the heart of what we do, and it means a lot to know we made a difference. If there's anything more we can do, we're always here for you.
Kind regards
Hayley
Stuart was very helpful
23 July 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your feedback! We're so glad to hear Stuart was helpful—he’ll be thrilled to know he made a positive impact. If there's anything else we can assist you with, please don’t hesitate to reach out!
Kind regards
Hayley
Dishonest scamming company
“Response to your reply below”
I took out phone insurance expecting peace of mind, but what I experienced was nothing short of a scam. When I submitted my claim, the company did everything possible to avoid approving it. They kept asking for increasingly unreasonable and irrelevant documents – including things like SIM card receipts, which most people wouldn’t even think to keep.
When I clarified a small error due to the nature of a call, they twisted this and accused me of giving inconsistent stories, using it as another excuse to delay and dismiss my claim. It became very clear they weren’t trying to help but were instead focused on dodging any responsibility to pay out.
This isn’t insurance, it’s a trap. They make the process so deliberately difficult that many would just give up. It feels like a calculated tactic to avoid honouring claims.
In my opinion, this company is dishonest and misleading. I strongly advise anyone reading this to steer well clear. Save your money and your sanity – LOOK ELSEWHERE
Response to your petty response:
Thank you for confirming exactly what I stated in my original review that rather than helping customers, your company looks for technicalities to avoid paying out.
You’re now relying on whether or not a SIM card was present to decline the claim even though this is not clearly explained as a deciding factor in your advertising or onboarding process. On top of that, you’re accusing me of being inconsistent when all I did was clarify a minor point during a phone call. Rather than taking that at face value, you chose to fixate on it and use it against me.
The way your team handled this claim has been nothing short of obstructive. Asking for unnecessary documents and then doubling down on fine print just to dodge your responsibility is not “fairness” it’s a tactic. And frankly, it’s why so many people no longer trust insurance companies like yours.
You mention “genuine and verified reviews” but that doesn’t change the fact that your service model clearly relies on frustrating people into giving up. I won’t be one of them.
Thanks for confirming what everyone reading this already suspects: your policy is designed to collect payments, not honour them.Thieves
14 July 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for talking the time to leave your review.
We are sorry your recent claim was declined. To explain further, the underwriter of your Insurance2Go policy is strict in their Terms and Conditions and that the device being claimed for must be fitted with a functioning Simcard.
As you did confirm that the device was not fitted with a Simcard at the time of the incident and due to the inconsistent incident details that you have supplied in relation to whether the device was fitted with an active sim card at the time of the incident; it is imperative that we obtain all the relevant documentation in order to satisfy the underwriters of the policy and to validate the incident which has occurred.
We hope you can appreciate that the terms and conditions have to be adhered too and when assessing any claim, the assessors apply fairness along with checking any claim circumstances and evidence against those terms and conditions.
All our reviews, good and bad are verified and genuine and we pride ourselves on reading and responding to all, as well as escalating and sharing customer feedback with the appropriate teams to ensure we are constantly learning and improving our processes and the service provided.
Kind regards
Hayley
Fantastic customer service from Clara…
Fantastic customer service from Clara at Insurance2Go. Really went the extra mile to ensure we had the correct multi-gadget insurance policy rather than single gadget policy insurance. Highly recommend
12 July 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Adrian,
Thank you so much for your kind words and recommendation! We're thrilled to hear that Clara provided you with fantastic customer service and helped you find the right multi-gadget insurance policy. Going the extra mile for our customers is what we strive for, and it's great to know Clara made such a positive impact. If you ever need anything else, we're always here to help!
Kind regards
Hayley
Proactive service
Proactive call made by them to reassure me that my replacement phone was covered which reminded me that I needed to update my phone details with them. The lady I spoke to was polite and professional and gave me my options to make an informed decision- highly recommended
9 July 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your thoughtful feedback! We're so pleased to hear that our proactive call helped reassure you and served as a helpful reminder to update your phone details. It's great to know that our team member provided you with clear options in a polite and professional manner. Your recommendation means a lot to us — we're always here to support you!
Kind regards
Hayley
Helen was super helpful and patient…
Helen was super helpful and patient with me when I had to make an amendment to my policy.
9 July 2025
Unprompted review
Reply from Citymain Administrators Ltd
HI Ellie,
Thank you so much for your kind words! We're thrilled to hear that Helen was able to assist you with your policy amendment. We’re proud to have team members like her who go the extra mile to provide helpful and patient support. If you need anything else, don’t hesitate to reach out — we’re always here to help!
Kind regards
Hayley
Reply from Citymain Administrators Ltd
Hi Sam,
Thank you for your kind words! We're so pleased to hear you had a great experience with our customer service. If you ever need anything else, we're just a call away!
Kind regards
Hayley
Helpful and friendly
I managed to smash the screen on my phone so went through this insurance. I was asked to send this off to be repaired which was fine till I realised I couldn’t find a replacement phone and was going on holiday in the next couple of days with my flight info etc on my phone. A quick call to the company and they couldn’t be more helpful telling me to go into an Apple Store instead and send them the bill. So friendly and helpful and very impressed with the service. One very happy customer.
28 June 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Katie,
Thank you so much for your kind words! We're really glad we could help you out, especially with such short notice before your holiday. We understand how important it is to stay connected—especially when travel plans are involved—so it’s great to hear that our team was able to offer a quick and helpful solution. We truly appreciate you taking the time to share your experience, and we’re thrilled to have you as a happy customer!
Safe travels and we’re always here if you need us again!
Kind regards
Hayley
Great value for money
Great value for money. Not had to make a claim, hopefully never will so cannot comment on that process. But considering this company was recommended by Martin Lewis, I have great faith my phone insurance is in good hands. Customer service I received was 2nd to none when I made a mistake with my policy it was dealt with straightaway very professional really refreshing and only took a couple of minutes on the phone. Over all my experience, I would in no doubt highly recommend getting your insurance cover here.
7 July 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Glenn,
Thank you so much for your kind words and thoughtful review! We're delighted to hear that you found our insurance to be great value for money and that your experience with our customer service was smooth and professional. It's always reassuring to know that our team was able to resolve your policy issue quickly and efficiently.
We're also incredibly proud to be recommended by Martin Lewis, and it's wonderful to hear that this gave you added confidence in choosing us. While we hope you never need to make a claim, please rest assured that if you ever do, we’ll be here to support you every step of the way.
Thanks again for your recommendation—it truly means a lot to us!
Warm regards,
Hayley
Lisa was honestly so helpful and was…
Lisa was honestly so helpful and was very clear about the whole process of sorting me out a new phone. She assured me she would sort it out first thing on Monday morning when I called her over the weekend, and she did exactly that. Thank you so much for all of your help!
7 July 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you so much for your kind words! We're thrilled to hear that Lisa was able to support you so clearly and efficiently. She takes great pride in making sure everything runs smoothly for our customers, and it's wonderful to know she delivered exactly as promised. We'll be sure to pass along your appreciation to her—it’ll mean a lot!
If there's anything else we can help with, don’t hesitate to reach out.
Warm regards,
Hayley
Excellent friendly service never…
Excellent friendly service never actually use the policy but was quick and easy to cancel!
2 July 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hello Mrs Allen,
Thank you for your feedback! We're so pleased to hear you found our service excellent and friendly. While we hope you never needed to use the policy, we're glad the cancellation process was quick and easy for you. If you ever need us again in the future, we’ll be here to help.
All the best,
Hayley
Great customer service
Absolutely delighted the gentleman called Greg was very helpful and put me at ease definitely will be recommending to my friends and relatives
1 July 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hello Debbie,
Thank you so much for your lovely feedback! We're absolutely delighted to hear that Greg was able to make you feel at ease and provide such helpful service. Your recommendation means the world to us, and we’re so glad you had a positive experience. We’ll be sure to pass your kind words on to Greg!
Kind regards
Hayley
Highly recommended
Citymain have been incredibly helpful when my phone was stolen - prompt action and support was received which is much appreciated.
I also can’t thank Lisa enough for all her amazing communication and support throughout the process - she is an absolute asset and I can’t praise her enough. Thank you!
Highly recommend.
20 June 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you so much for your kind words! We're truly glad to hear that Citymain was able to support you promptly during such a stressful time. It's especially heartening to know that Lisa provided outstanding communication and support throughout the process — we'll be sure to pass along your praise to her. She's indeed a valued member of the team!
Your recommendation means a lot to us. If you ever need anything else, we're here to help. Stay safe and take care!
Kind regards
Hayley
Reply from Citymain Administrators Ltd
Thank you so much for your kind words! We're thrilled to hear that you found our service efficient, friendly, and fast. Your feedback means a lot to us, and we’re glad we could meet your expectations. We look forward to serving you again soon!
Kind regards
Hayley
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.