Assurant Reviews 

I am writing this review to warn others about my dreadful experience with Assurant UK under the Cazoo Maintenance & Repair Plan.

My family has been without a car since 6 August 2025, and despite dozens of emails, calls, and even direct contact with senior management (Lee Sturgeon – UK Managing Director, and Keith Demmings – Group CEO), there is still no resolution, no confirmed repair date, and no hire car.

What happened:

6 Aug 2025: My VW Tiguan was taken to an Assurant-approved garage after a gearbox emergency light.

Diagnosis: Fault with the mechatronics unit.

26 Aug 2025: I was told the car was repaired, the fault reappeared within 10 minutes of leaving the garage.

The same faulty unit has since been sent away multiple times for “repair,” instead of being replaced. Nearly three months later, I’m still without my vehicle.

During this entire period, Assurant has failed to provide a hire car, despite clear contractual obligations and repeated requests. Their own terms state repairs must be completed “within a reasonable time” (Section 7), yet this so-called 5-hour repair has dragged on for over 9 weeks (300+ working hours).

To make matters worse, I have explained that my three-year-old daughter recently underwent major surgery, and this delay has prevented me from taking her to vital hospital appointments. It has also affected my ability to get to work, putting my job at risk... yet Assurant continues to ignore all pleas for urgent action.

Even their own garage has confirmed the issue: the mechatronics unit needs replacing. But instead of authorising this straightforward repair (a cost of roughly £3,000–£4,000), Assurant’s inaction has caused three months of total immobility and enormous personal stress.

The only individual who has shown any care or professionalism has been Ashley, who is clearly doing his best within a broken process. The wider organisation, however, has shown no ownership, no communication, and no accountability.

To summarise:

-> Three months without a car
-> Two failed repair attempts
-> No hire car
-> Ignored emails to UK and global leadership
-> Significant personal and family impact

If you are considering a warranty or service plan through Assurant, think very carefully. Their customer service is the worst I have ever experienced... slow, unhelpful, and seemingly designed to wear customers down until they give up.

I plan to escalate this to the Financial Ombudsman Service and Motor Ombudsman, as this situation represents a clear failure of duty of care, contractual responsibility, and fair treatment.

Assurant UK should be ashamed of how they treat their customers. Based on my experience so far, I am guessing another 2 Months or they wont repair the car but we will see.

Worst customer service

I took out a warranty when I purchased my car from star city Birmingham my car is a BMW had issues from the beginning yet this Warranty did not cover any BMW sites to fix my car. So I asked for a refund within the cooling off period. They refused to give it me saying they can cancel my warranty but not refund me any money. I kept this Warranty as I was forced to basically . This week my car has gone to a local garage for diagnostics and repair they couldn’t find the exact cause of the problem so I got charged £100 for a diagnostics check that took them one hour and the Warranty are refusing to pay the check so I have to pay £100 for someone to drive my car around dirty inside and actually do nothing. this Warranty is a scam not worth the paper it’s written on

I was physically robbed of my iphone 17 pro in Tenerife. I made a phone insurance claim and was asked to provide:

Proof of ownership, Proof of Delivery, Proof of Travel, and Spanish Police report.

After several calls and email exchanges, then supplied proof my sim was in the phone, proof no data usage after it was stolen.

Then finally, I provided proof of my device on icloud, and a screenshot of findmy iphone. icloud shows my device as registered, which it would be so that I was able to mark the device as lost/stolen. it is now on findmy with a notice saying offline and will be erased as soon as someone puts it online.

Today I received a call of claim rejected because they are saying it must be in my possession to be active on icloud. Clearly they have no tech knowledge of how icloud and findmy work. I was basically accused of fraud.

Having been robbed of it in Tenerife, I find this insulting. They have not explained anything in detail about it either.

Unfortunately will be having to go through the complaints process and then ombudsman if that's not sorted either.

If anyone has this company as an insurance provider, please look around and find someone else.

This has to be the worst experience of my life. I have sent my phone in for a repair due to screen damage. I got a knock-off Samsung S23 Ultra in return. It stopped working after 6 days. I sent the phone back to them to repair. To date I haven't received it. I chose the option to collect it from a DPD pick-up point. Since then, DPD says, we have sent the phone back. Assuant says we have received the phone back, but no update on when we will get the phone back. The customer service rep has escalated it to the other team for a few days now. I have no clue what is happening. I am tearing my hair out in frustration. This is the worst company to have your phone insurance.

Assurant advertise a 48 hour replacement for mobile phone theft and after 11 days, I am still no closer to a replacement phone. The communication has been terrible and very very slow. A very poor service!

I have claimed through nationwide phone insurance who unfortunatly use this company.

Paid excess upfront and received a refurbished Samsung S22 ultra after 2 days the screen turned off and the phone would not turn back on.

I returned the device to receive another set up the phone for a 2nd time and the device is having the same intermittent fault. It possibly could be the same device sent back out not a replacement.

I 100% Would not recommend the company for any insurance claim. I will no doubt have to send this device back for it to be returned unrepaired for the 3rd time!

UPDATE- 3RD phone received after talking to the complaints team who said they would do everything to resolve this issue. the original device was phantom black the previous 2 sent were black but didn't work. The 3rd however Is a bugandy almost pink phone which the response is that they don't guarantee the colour absolutely shambles of an experience! If you want to receive faulty devices and different colours then this is a great service to use!

Awful outfit, take your money then deny that they have received it. Asked me for a screenshot of my bank statement, cheeky sods. Avoid them at all costs.

The service from these guys has vastly improved over the years. You now get your handset back in an extremely reasonable time and the workmanship is normally top notch. Only time I've had an issue recently is when a part failed not because of the work carried out.

They decided to cancel my insurance. I have a z fold 7 that I brought samsung care through samsungs website and decided to cancel my policy without notifying me why have you done this I need the care that I brought can someone get in contact with me I have emailed you no response for a week and have had to email you again

I had to send my phone three times to get my camera repaired. Hopeless. Do not use.

After foolishly dropping my phone Bluetooth and Wifi stopped working, so I claim through my Lloyds bank account. Last month, as I wanted to keep my iPhone 13 mini I got a new battery installed through Apple at the cost of £85.
I included said information in the claim documentation. Assurant could not fix the issue, so sent me a replacement phone with 86% battery life, which is less than when my previous battery was replaced.
I have called customer services twice, first on 11/10/25, and today 13/10/25 to be told "they understand, but as it's over 80% there is nothing they can do". Highly irritating that you wont get a like for like replacement despite them saying so.
The "management" aren't customer facing, so wants you raise a complaint that's as far as it goes.

I dont often leave good reviews unless really good which assurant have been. Phone is insured through Nationwide and whilst on holiday my phone decided to go snorkelling and not return. Doing the claim online was so simple and easy, new refurb phone waiting at the post office for me upon my return. Amazing, easy and seamless.

Seen a similar complaint from another user on this issue.

I had my iPhone repaired via the insurance policy offered via my Lloyds Bank current account. I had to pay the £100 excess before sending the phone off to be repaired.

I cannot fault the speed of service in repairing and returning my phone. It arrived Monday morning and I received it back on the Tuesday afternoon.

However, on booting up, I noticed some of the standard Apple icons were noticeably different than they were before and as they appear on my iPad.

At first I thought maybe a newer version of iOS had been installed, but then I saw a message about rebooting the phone to complete the setup of the new hardware (I had had the screen replaced).

However, on checking my phone, in the Parts & Service History section of Settings, next to Display it says 'Unknown'. Clicking on that it states the following:

'Unable to determine if your iPhone display is a genuine Apple part. This could be because the part is non-genuine or not functioning as expected'.

So basically Assurant, as admitted in a separate complaint, uses (presumably) cheaper, non-Apple parts to repair iPhones, and likely adopts a similar approach for other phone brands.

There was nothing in the Lloyds documentation or in the claims process to say this would be the case and it 100% should have been made clear up front so I had a choice as to whether to proceed or not. However, most people would assume repairs are done using parts on a like for like basis.

Having delved deeper, I discovered Assurant is not an Apple Authorised Service Provider, so no obligation to use genuine Apple parts.

I am now left with a phone that is immediately obviously different than a 'standard' model, there is no guarantee it will perform as well as a phone with genuine parts, and I will be unable to trade this in with Apple when I want to replace my phone.

If I wanted to do that now with my 15 Pro 512GB and trade in for a 17 Pro 512MB, that would mean I've lost over £400 of the trade in value.

Update:

Called Assurant and they said I should send in the phone and they would ensure that an Apple screen gets installed as I shouldn't be getting the error messages.

I did ask why they didn't do this from the beginning as they were doing 2 lots of repairs and 3 lots of courier charges, but they couldn't answer that.

Maybe most people don't notice?

Don't waste your money. Two years paying for extended warranty after purchasing a car from Cazoo, never once paid out for a repair.
On day of collection a serious problem was found by myself, reported this to cazoo and after alot of driving back and forth and days off work Cazoo agreed to carry out this repair. Within a few miles the issue was back due to bad mechanical work, not even covered.

Today I have had to pay out a further £114 for a warranty recognised garage to diagnose a problem, not covered. I have been advised if that steering/suspension part was to fail it would be covered but that would mean driving an unsafe vehicle until failure which would most certainly result in a crash or just pay for repairs yourself.

Wheel bearing x2 = Wear and tear.
Shock absorber = Wear and tear.
Glowplugs x2 = Wear and tear.
CV Joint = Wear and tear.
Top mount and bearing x2 = Wear and tear.
Drop link x2 = Wear and tear.
Within 3k miles.

I have a Assurant phone insurance through monzo. It has been one of the most frustrating experiences ever.

A phone insurance that requires you to have a working phone for each step of the process is fundamentally broken.

brief timeline of the service failures I have encountered

No Initial Contact: I was never sent an email to book a repair appointment as was stated on the portal, forcing me to proactively go to the iSmash store myself. There I found out that the store did not have my email address (so how would they contact me?).

Faulty Portal: The online claims portal produced an error, preventing me from completing the required steps. It also told me to send the phone while the phone was actually logged at their repair store.

Query completely ignored: I sent an email to assurant asking for advice about how to proceed, stating twice that I was not reachable by phone (because it's broken). I was then sent a reply that I should call them.

Conflicting Instructions: After I called Assurant for help (borrowing a colleagues phone), an agent instructed me to return to the iSmash store to get an update on my claim.

Sent in a Circle: The staff at the iSmash store told me the device could not be repaired, handed me back my broken phone, informed me they reported to assurant and they told me to call Assurant again.

Unprofessional Conduct: On this second call (from a colleagues phone again), before hearing the reason why I called, the agent was immediately dismissive because I called them so soon, stating, “There is no update as of an hour ago since you last called.” After I politely explained I had just returned from the iSmash store per their team's advice, she then responded sarcastically, “oh, so you're calling to give us an update?”. She then told me I would get email updates.

Complete Silence: Throughout this entire process, I have not received a single email update about the status of my claim, despite being promised them, while the portal has been updated to a new hold-step.

I sent them a polite complaint, to which their response is:
Further to your recent complaint, we have attempted to contact you on by telephone and regrettably we have been unable to speak to you. As a business we take all complaints received seriously, and always endeavour to speak to our customers to ensure the correct resolution is reached.

Made a claim for a mobile phone via Lloyd's insurance as part of my bank account
On making a claim via the on line app you will have to pay your excess before the claim is processed in my case £100 !
Followed all the instructions to send device for repair
Received email today stating device not repairable you will be sent a replacement? I had told them repeatedly on correspondence I had purchased a replacement phone as the ee shop said that the phone would not be repairable
On phoning CC in Crew Cheshire I was told that a comparable refurbished device would be sent out. On the website it states upto £2000 for a replacement device not to be I was told I reiterated I had purchased a new device and thought the insurance would cover the replacement NOT I intend to take the matter up with Lloyd's
I do not recommend this company 😕
So now I am out of pocket lots of ££££
If you need to make a claim try your house insurance as Assurant is a con !

Having read all the previous reviews I was worried about putting a claim in, I contacted assurant to advise my daughter had dropped and smashed the screen and that it was having problems restarting, the lady on the phone was so helpful. She advised I take it to their nearest repair shop and the repair shop informed me it could not be fixed, so I contacted them again and straight away offered a replacement device, the device arrived 2 days later as I'm in northern ireland but I can honestly say it was stress free and anyone spoke to were extremely helpful! Phone is like brand new if not new. Daughter is delighted.

Thank you Assurant.

I cannot give zero stars but I purchased one of their most comprehensive warranty policies and, partly due to the policy and partly to how their staff interpret the policy, it does not cover anything.
The customer service staff are rude and do not want to help, nor resolve your problem. I am so sick of dealing with them, I gave them the chance to terminate my policy and give me a pro rata refund, as their product is useless to me and anyone else. They said they would only do that if I die...

I have my mobile phone Insurance through Halifax Bank. Having paid my £100 excess up front, I sent my iPhone off for a screen repair. I have had my bank account for years and have never claimed until now. Having received it back I keep getting a message on it saying it’s not a genuine apple part which may affect the overall functionality of it and I can’t get rid of it! We should be informed of what parts are being used before we send it off for repairs.