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
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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
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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
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Greg was fab- sorted out changing my…
Greg was fab- sorted out changing my policy for me speedily and got me a cheaper deal!
19 February 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for sharing your experience! We're delighted to hear that Greg was able to assist you efficiently and help you find a better deal. We'll make sure to pass on your kind words to him. If you need any further assistance, please don't hesitate to reach out. We're always here to help! 😊💼
Kind regards
Hayley
Responsive customer service
Incredible customer service and sorted my query with ease. Kara was very responsive and helpful!
15 February 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you so much for your wonderful feedback! We're thrilled to hear that you had an incredible experience with our customer service. Kara will be delighted to know that she was able to assist you effectively and promptly. If you have any other questions or need further assistance, please don't hesitate to reach out! 😊
Kind regards
Hayley
Very helpful.
Spoke with Cara. Very professional and helpful. Well done!
14 February 2025
Unprompted review
Reply from Citymain Administrators Ltd
Dear Andrew,
Thank you for your kind words and for taking the time to share your experience with us. We're delighted to hear that Cara was able to assist you in a professional and helpful manner.
We strive to provide excellent service, and it's wonderful to know that Cara exemplified these values. Your feedback will certainly be shared with her and the rest of our team.
If you have any further questions or need additional assistance, please don't hesitate to reach out. We appreciate your support and look forward to serving you again in the future.
Best regards,
Hayley
I spoke to someone on the team called…
I spoke to someone on the team called George a couple of times, he was a really lovely guy, talked me through everything I needed to know and he was very helpful in a very stressful situation!
If you get George on the phone, you’ll be well looked after! Great company 10/10, I would highly recommend.
11 February 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for sharing your experience! We're delighted to hear that George was able to assist you so effectively during a stressful situation. It's wonderful to know that he provided you with all the information you needed and was so helpful. Your recommendation means a lot to us, and we're thrilled to have earned your 10/10 rating. If you have any more comments or need further assistance, please don't hesitate to reach out. We're always here to help!
Kind regards
Hayley
Extremely efficient service at a very…
Extremely efficient service at a very difficult time, theft of phone. They answer promptly, have been very polite and helpful. I just wish all customer services could be this prompt and polite.
3 February 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hey Sylvia,
Thank you for your kind words! We're sorry to hear about the theft of your phone, but we're glad we could assist you during this difficult time. It's wonderful to know that our team was prompt, polite, and helpful. If you have any other questions or need further assistance, please don't hesitate to reach out. We're here to help! 😊
Kind regards
Hayley
This company is a scam
I bought insurance for my phone with this company. I lost my phone in the train in the first month of purchasing insurance, I provided many documents to prove that I tried to contact TFL/Police to get my phone back. They asked for many more documents including bank statements from the same day. Moving on 3 months later, the case is still on going and they are still trying to validate the claim and requesting for more documents. It’s been 3 months and I have no update and have been paying the monthly premium. This has been the worst experience as a customer for insuring a product and will not recommend this to anyone as it is just a waste of money. I am now going to have to buy a new phone and also cover the direct debit monthly payments I have paid so far.
31 January 2025
Unprompted review
Reply from Citymain Administrators Ltd
Dear Saran,
Thank you for taking the time to leave your review. We appreciate the opportunity to review your claim.
Given the recent inception of your policy, we are required to conduct a detailed investigation into any loss or theft on behalf of the underwriter. This is a standard procedure to ensure all claims meet the policy's Terms & Conditions.
We understand that the information requested may seem extensive, and we apologise for any inconvenience this may cause. However, providing the necessary information is essential for us to proceed with your claim. We appreciate your understanding and cooperation in this matter.
Kind regards
Hayley
Great Service all round
I have been with Citymain insurance for a few years now. On the occasion I did damage my phone it was replaced with a brand new one with no issues at all. I have just upgraded my phone so emailed the changes. I had a call shortly after to gather some details and confirm the changes. The premium remains at the same price. Great service all round. Many thanks.
23 January 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Danny,
Thank you for sharing your positive experience with Citymain insurance! We're delighted to hear that your phone replacement process was smooth and hassle-free. It's great to know that our team was able to assist you promptly with your recent upgrade and that your premium remains unchanged. We strive to provide excellent service to all our customers, and your feedback is truly appreciated. Many thanks for your continued trust and support!
Kind regards
Hayley
Customer service was excellent made…
Customer service was excellent made sure that my need was completed.
13 January 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Stephen,
Thank you for your kind words! We're thrilled to hear that our customer service team was able to meet your needs and ensure your satisfaction. Your feedback is greatly appreciated and motivates us to continue providing excellent service. If you have any further needs or questions, please don't hesitate to reach out. We're here to help!
Kind regards
Hayley
Spoke with Lisa in the CS team this…
Spoke with Lisa in the CS team this morning, she assisted me in updating my policy. The update was super quick, Lisa was really knowledgeable and very friendly. It was a pleasure to liaise with her, would highly recommend.
14 January 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Lucy,
Thank you for sharing your experience! We're thrilled to hear that Lisa was able to assist you with updating your policy quickly and efficiently. It's wonderful to know that she was knowledgeable and friendly, making your interaction a pleasure. We'll ensure she receives the recognition she deserves for her excellent service. If you need any further assistance or have any other requests, please don't hesitate to reach out. Your recommendation means a lot to us! 😊
Kind regards
Hayley
Just the nicest staff
Just the nicest staff. After many years of covering my children's phones from secondary school through university I can't recommend this company more. Always competitive and always good service.
7 January 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Graeme,
Thank you for your feedback! We're delighted to hear that you found the process very easy. If you have any questions or need further assistance, please don't hesitate to reach out. We're here to help! 😊
Kind regards
Hayley
Reply from Citymain Administrators Ltd
Thank you for your feedback! We're glad to hear that you found our service good. If there's anything more we can do to assist you, please let us know. Your satisfaction is important to us! 😊
Kind regards
Hayley
Super helpful and really reasonably…
Super helpful and really reasonably priced.
2 December 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Sarah,
Thank you for your kind words! We're thrilled to hear that you found our service both helpful and reasonably priced. If there's anything else we can assist you with, please don't hesitate to reach out. Your satisfaction is our priority! 😊
Kind regards
Hayley
Super helpful and patient!
2 December 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Daphne,
Thank you for your kind words! We're thrilled to hear that you found our service helpful and patient. Your feedback is greatly appreciated and motivates us to continue providing the best support possible. If you have any more questions or need further assistance, please don't hesitate to reach out. Have a wonderful day! 😊
Kind regards
Hayley@Insurance2Go
Great Experience
I spoke to Lisa and she was very helpful in assisting me with an old policy for a phone I no longer have.
My current phone is still insured and I will have no hesitations ringing up if I have any problems
2 December 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Laura,
Thank you for your feedback! We're delighted to hear that Lisa was able to assist you with your old policy. It's great to know that your current phone is still insured and that you feel confident reaching out to us if you encounter any issues. We're always here to help!
Kind regards
Hayley
Excellent insurance company
I have been very impressed with 'Insurance To Go'. I always get through to a very helpful and polite person (today Stuart was exemplary). The insurance policies are comprehensive, well explained and reasonably priced. I highly recommend.
27 November 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Julie,
Thank you very much for leaving your feedback. Stuart was thrilled to receive such a nice review.
Our goal is to provide efficient and helpful service to all of our customers and it's great to hear your expectations have been met.
Kind regards,
Andrea
Excellent speedy service
Excellent speedy service. Had my phone back with 2 days.
The customer care team on the phone were really friendly and helpful!
5 November 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Grace,
Thank you for taking the time to leave your feedback.
We understand how inconvenient these situations can be and strive for the quickest turnaround possible at all times, so it's great to hear you got your phone back within 2 days.
Kind regards,
Andrea
I had a great experience with City…
I had a great experience with City Main.
Claim was approved, as with all these things uploading all the info required first time really helps.
Reasonably quick replies via their online platform when additional details were required.
20 September 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Jacqueline,
Thank you for your wonderful feedback. It’s great to hear that you found our online automated claims platform useful. If you have any further comments, or any suggestions, I would be happy to hear them. Your feedback is invaluable!
Kind Regards,
Leone
Lovely advisor today named Lisa really…
Lovely advisor today named Lisa really helped me with my query and helped me to fill out a claim. Great service and a diamond for customer service which is becoming increasingly rare these days! Well done citymin admin!
*edit* I am yet to receive an email from you though regarding my claim.
20 November 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Angelique,
I am pleased to hear that Lisa was able to help you make a claim with us and answer your queries. We strive to provide efficient and helpful service to all of our customers and I am glad to know your expectations have been met. Please be assured your kind comments have been passed on. 😊
If you need any further assistance, please do not hesitate to reach out.
Kind Regards,
Leone
Cannot fault the service
Cannot fault the service. Kara was extremely helpful and kept me well informed about the progress of my claim.
15 November 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Darren,
Thank you for taking the time to leave this lovely feedback. I am delighted to hear that Kara was able to help and keep you informed throughout the progress of your claim. 😊
If you need any further assistance, please do not hesitate to reach out.
Kind Regards,
Leone
Dreadful experience involving providing…
Dreadful experience involving providing huge number of documents to validate a claim and every time the list is submitted then they come back requesting further documents. Obviously this insurer has no intention of paying out claims and is looking for any possible technicality, or just wearing you down with endless processes
18 November 2024
Unprompted review
Reply from Citymain Administrators Ltd
Dear Ash,
Thank you for your feedback. We are sorry to hear about your experience and the challenges you have faced with your insurance claim. Depending on claim circumstances, we may have to run a more thorough investigation on the incident, however I understand what frustration this may have caused.
I have not been able to locate your claim, please can you email our Customer Service Team at claims@spbuk.com so we can investigate this matter for you.
Kind Regards,
Leone
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