Customer service and care is arguably one of the worst I've received. They do not care about you. My recommendation would be look elsewhere. They will actively make it as difficult as possible for yo... See more
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I’m sad I can’t give a negative rating. Appalling service. Forced me to send my phone in. Claimed I never sent it. 4 weeks without a phone and about to embark on an ombudsman investigation. F... See more
Company replied
Absolutely appalling customer service at assurant. Accepted my claim 8th May, took my excess & allege to have not received my phone despite DPD tracking saying they did! I’m out of pocket by £1400 for... See more
Company replied
This company will replace your screen with off brand very poor quality parts, the screen is very poor quality and is nothing the same to the original screen on my iPhone 15 pro max. I filed a complain... See more
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Company details
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Contact info
Assurant, Westemere Drive, Crewe Business Park,, CW16UN, Crewe, United Kingdom
- 03332205463
- uk.complaints@assurant.com
- assurant.co.uk
1.6
Bad
2k reviews
No history of asking for reviews
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Replied to 99% of negative reviews
Typically replies within 24 hours
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To whom this may concern
To whom this may concern, I am writting this email to make a formal complaint on the service I have received. I have made a claim for my phone an iphone 14 256gb. On 2 occasions i have received the same phone that is clearly damaged, despite the fact that i have to send it back, device: iphone 14pro, with a gap between bottom right corner screen and body of the phone also screen is operating in slow motion that should not happen on an iphone, unless there is something wrong with the screen. This is so unprofessional for a company by your size. Under UK consumer law consumer rights.
The
phone should be in a condition that a reasonable person would accept. Visible physical gaps or structural failure fail this test instantly.
It must function safely and reliably as a mobile device.
I am aware that you provide used mobile devices but a physical gap and the screen operating in slow motion does not match that description.
Were your team incompetent or were you purposely doing this? Please make sure you send me a satisfactory quality device this time as i also have to pay for printing extra documents in case that i have to send the device back to you. . I do not want to see myself obliged to contact Financial Ombudsman Service FOS. . It is needless to say that I will NEVER use the service from you guys anymore. Your behaviour is shameless and you should be ashamed of the way you are treating your customers.
5 June 2026
Unprompted review
Reply from Assurant
Thank you for your feedback. We’re very sorry to hear about your experience and the condition of the replacement devices you’ve received.
We fully appreciate your concerns, particularly regarding the physical condition and performance of the handset. Devices supplied under our service whether refurbished or replacement are expected to meet quality standards and function
correctly, so it’s disappointing to hear that this has not been your experience on two occasions.
We also recognise the inconvenience caused by having to return the device more than once, as well as the additional costs you’ve incurred in doing so. This is not the level of service we aim to provide, and we understand why this has led to frustration.
We would like the opportunity to urgently review this case and ensure that a satisfactory resolution is provided. Please can you respond to our message so this can be reviewed further on your behalf.
Thank you again for bringing this to our attention.
I called about my defective cell phone
I called about my defective cell phone. I was asked 3 times for my call back #. We got disconnected and no call back
4 June 2026
Unprompted review
Reply from Assurant
Thank you for bringing this to our attention, and we’re sorry to hear about your experience.
We understand how frustrating it must be to have your call disconnected especially after providing your contact details multiple times and not receive a call back as expected. This is not the level of service we aim to provide.
We would like the opportunity to look into what happened and ensure this is addressed. Please respond to our message so we can make sure this is passed to the right team.
Thank you again for your feedback.
Fantastic. Just had my damaged phone repaired
Just had my damaged phone repaired through Assurant / Halifax banking cover, fabulous service sent and returned in 3 days back cover repaired and camera and lens cover, all had been shattered, Highly recommend their service 🤩
1 June 2026
Unprompted review
Awful
Phone claim went in via Vodafone’s Lifestyle Group insurance service, which I later learned is ultimately handled through Assurant. What a disaster. After this experience, I now know exactly who to avoid moving forward. The 1.6 Trustpilot rating suddenly made complete sense.
I had an Apple Watch Series 10 46mm in Jet Black. I made a claim expecting an equivalent replacement and instead received a Rose Gold watch — aesthetically the complete opposite of the insured device.
I fully understand that policy wording states colour cannot be guaranteed, however customer preference and aesthetics absolutely matter with products like Apple Watches. Jet Black and Rose Gold are positioned and marketed as completely different styles, and a more neutral alternative would have made far more sense if the original colour was unavailable.
When I contacted support, they simply repeated “it’s in the policy” with no real attempt to find a reasonable resolution or alternative outcome.
Even the complaints team suggested “putting a case on it”, which honestly summed up the overall attitude perfectly.
The replacement itself is immaculate, so this isn’t about condition. It’s about poor handling, poor communication, and a complete lack of customer-focused resolution after paying monthly premiums plus excess fees.
The complaint has now been escalated further to the Ombudsman following an immediate deadlock response, with no attempt to try and resolve any disastisfaction.
28 May 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand why receiving a replacement device in a different colour to your original Apple Watch has caused frustration.
When a device cannot be repaired, our policy provides for a replacement of the same make and model or an equivalent device. As outlined in the terms and conditions, while we always aim to match the original specification as closely as possible, colour variants cannot be guaranteed and may depend on available stock at the time. We appreciate, however, that for wearable devices such as watches, appearance and personal preference can be particularly important.
We’re sorry if the response you received from our teams felt dismissive or did not fully address your concerns. That is not the level of service we aim to provide, and we recognise that clearer communication and a more considered approach could have improved your experience.
We regret that this situation did not meet your expectations and appreciate you bringing this feedback to our attention, if you are open to it however, please respond to our message so we can make sure this is passed to the right team.
Assurant don’t use genuine Apple Parts be aware
I am writing this review to warn other iPhone users that Assurant repairs may use non-genuine parts, despite assurances given before making a claim. Stick to Apple Care!!! As the excess and monthly not that different.
In December, I sent my iPhone 14 Pro Max for repair after specifically asking whether genuine Apple parts would be used. I was reassured beforehand, only to later be told they “don’t have software to determine this”, which already raised concerns.
To my surprise, they replaced the phone entirely. Initially I accepted this, although I immediately noticed the battery health was only 85%, whereas my original device had battery health in the high 90s. I complained but was essentially fobbed off.
Then in January and February, the display started behaving strangely. After checking settings, I discovered the warning:
“iPhone cannot recognise camera genuine parts.”
I contacted Assurant again and was again told they could not verify whether parts were genuine because they “don’t have the software.” At that point I lost confidence in the device.
I later upgraded to an iPhone 17 Pro Max and arranged to trade this device into Apple for £320. During the trade-in process, I removed the case and discovered the screen lifting away from the top-left corner, as though the adhesive had failed.
The phone went back to Assurant for repair and I also logged a complaint. The phone returned looking repaired, although I remained sceptical.
Apple then rejected the trade-in entirely with the status:
“Device repair not complete.”
At the same time, Assurant issued their final complaint response apologising for the screen issue and offering me £25 compensation, while I was left facing a £320 loss because Apple refused the device.
I then spoke directly with an Apple Store technician, who advised that Apple can immediately identify non-genuine parts because screens and components have serial tracking tied to the device.
What frustrates me most is the contradiction in the Lloyds/Assurant policy wording. The policy states:
repairs may use “unbranded parts”
they will “repair” the phone or provide an equivalent replacement
and if repairs invalidate the manufacturer warranty, they will repair or replace the phone accordingly
In my case, the repaired device was clearly not equivalent to a properly repaired genuine-condition iPhone, and I have suffered a direct financial loss as a result.
I have now escalated this matter to the Financial Ombudsman Service and intend to pursue it further.
27 May 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your experience. We’re genuinely sorry to hear about the frustration this situation has caused and appreciate you outlining your concerns in detail.
We understand how important it is for customers to have confidence in the quality of repairs carried out on their devices. Repairs completed through our network are performed either by manufacturer‑authorised repairers or approved third‑party specialists, and all repairs are carried out in line with the terms of the insurance policy. As outlined in the policy wording, repairs may involve the use of unbranded or equivalent‑quality parts, and in some circumstances a replacement device may be provided where repair is not suitable.
We’re sorry if there was any confusion or inconsistency in the information provided to you regarding parts or repair verification. We appreciate that warnings displayed within device settings or feedback received from third parties, such as trade‑in assessments, can be concerning. Where issues are raised following a repair, we do encourage customers to return the device so it can be fully assessed and, where appropriate, rectified in line with the policy.
We note your comments regarding the trade‑in outcome and the compensation offered as part of your complaint. While we understand you are unhappy with this resolution, we will always aim to take into consideration anyone's circumstances. As you have indicated, you have chosen to escalate the matter to the Financial Ombudsman Service, who will carry out an independent review.
We’re sorry that this experience did not meet your expectations. If you are happy to, please respond to our message so we can review this further on your behalf.
Absolutely disgraceful service. Avoid.
Sent my phone for repair through my insurance claim and received it back fitted with non-genuine Apple parts confirmed directly through the iPhone’s own Parts & Service History. On top of that, the device was returned with True Tone not working and overheating abnormally. I had no choice but to return it, leaving me without any phone at all.
The delays and lack of accountability throughout this process have been completely unacceptable. I have now raised a formal complaint and will be escalating to the Financial Ombudsman Service if not resolved. I am far from alone the reviews here speak for themselves.
Do better, Assurant.
27 May 2026
Unprompted review
Reply from Assurant
Thank you for sharing your feedback. We’re sorry to hear about the experience you’ve described and understand how concerning it is to feel dissatisfied with a repair, particularly when it leaves you without use of your device.
Repairs completed through our network are carried out by manufacturer‑authorised or approved repair partners and are completed in line with the terms of the insurance policy. As outlined within the policy, repairs may involve the use of equivalent or unbranded parts, and where issues are identified following a repair, we encourage customers to return the device so it can be fully assessed and, where appropriate, rectified.
We appreciate that alerts within a device’s settings, such as those shown in Parts & Service History, as well as performance concerns like overheating or feature availability, can understandably cause alarm. Where these issues are raised, they are reviewed as part of our after‑repair process to ensure the device meets the required standards.
We’re sorry for the delays and inconvenience you’ve experienced and understand why this has led you to raise a formal complaint. Your concerns have been logged and reviewed through our complaints process, and as you’ve indicated, you may choose to escalate the matter to the Financial Ombudsman Service, who will carry out an independent assessment.
We regret that this experience did not meet your expectations. If you would like this reviewed further, please respond to our message.
Avoid Assurant, save yourself the bother
If you're thinking of taking out a car extended warranty package with Assurant, I would implore you don't.
Like others, I spent days chasing a decision on a timing (wet) belt failure, which they eventually rejected on the basis of manufacture replacement guidance. Guidance that is not available to the customer (not anywhere on the Vauxhall website, nor is it within the service book) , nor have they provided me with this to justify their decision since.
Also if you have a policy, it's worth checking through your terms and conditions, because they are supposed to provide you with an annual vehicle inspection which they like to keep quiet about, but will happily chase you for your monthly instalment.
They did provide a mediation service for my complaint, however that was very one sided and was less a "negotiation" and more of a clarification of their position.
Customer service generally is woeful, with huge gaps between teams that you (eventually) speak to, and the teams that make decisions.
I have since cancelled my direct debit as its clear that if anything were to go wrong with my car, they will not pay out. The only thing they are good at is taking your money.
3 April 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your experience. We’re sorry to hear about the frustration you’ve described and understand how disappointing it can be when a claim does not progress as expected.
All claims under an extended warranty are assessed in line with the policy terms and conditions, which set out what is and is not covered. Decisions are based on technical assessments and, where required, engineering guidance to determine whether a reported fault meets the criteria for cover. Where a fault is found to be consistent with wear and tear or gradual deterioration, or where it falls outside the scope of cover, the policy does not allow us to approve the repair.
We appreciate your comments regarding the information provided and the time taken to reach a decision. We aim to be clear about the reasons for our outcomes and recognise that delays or perceived gaps between teams can be frustrating.
Your feedback about communication and expectations has been noted.
We’re sorry that this experience did not meet your expectations. If you would like us to look into anything further or clarify any aspect of the decision, please respond to our message.
Assuarant do not undertake repairs to a…
Assuarant do not undertake repairs to a good standard at all. If you have the misfortune of having to have your phone repaired by this company. Expect the device to no longer be waterproof as per its design as they will not guarentee this. Also expect the phone to overheat, have odd responses to touch input and be generally buggy to the point its not really useable as your main phone. I've had a tv and 3 phones all repaired by this company over the years and every repair substandard requiring me to replace the devices completly. Save your time and dont bother with them...
1 May 2026
Unprompted review
Reply from Assurant
We’re sorry to read about your experience and appreciate you taking the time to share your feedback.
We aim to provide high-quality repairs that restore devices to a reliable working condition, so it’s disappointing to hear that this has not been your experience across multiple claims. We understand how frustrating ongoing issues such as performance concerns or usability problems can be.
All repairs are carried out in line with manufacturer and industry guidelines; however, there may be instances where certain original specifications, such as water resistance, cannot be fully guaranteed following a repair. This should always be clearly communicated, and we’re sorry if this was not your experience.
We take feedback like yours seriously and would welcome the opportunity to review your previous repairs in more detail to better understand what has happened and whether anything further can be done to support you. If you’re open to this, please respond to our message so we can arrange for this to be reviewed further.
Thank you again for your feedback, it helps us continue to improve our service.
1st claim using Assurant . USELESS
1st claim using Assurant and what a waste of time. Could not fix my sons phone so sent a replacement which straight out of the box would not work. When I phoned they said luckily the replacement was under warranty and I could send it back. The phone was obviously not checked before it was sent out. I will be informing Nationwide as judging by other reviews Assurant is not a good company to deal with.
Reply to Assurant
I have raised a complaint about this with both your company and Nationwide. Please review.
A 1.6 trustpilot review highlights your company has significant issues and I have let nationwide know it is affecting their brand.
15 May 2026
Unprompted review
Reply from Assurant
We’re sorry to hear about your experience with your recent claim and understand how frustrating this must have been, particularly when the replacement device did not work as expected.
All replacement devices are tested prior to dispatch, so it’s disappointing to hear that yours experienced an issue straight out of the box. While replacements are covered by warranty for situations like this, we appreciate that this
does not lessen the inconvenience caused or the time taken to resolve matters.
We take feedback like yours seriously and would welcome the opportunity to review what happened with your claim and the replacement provided. If you’re willing, please respond to our message so we can pass this to the right team.
Thank you for taking the time to share your feedback, it helps us identify where we need to improve.
Fantastic service from start to finish…
Fantastic service from start to finish - easy process when speaking to the contact centre, straight forward postal process and super quick repair - sent it on Tuesday and got it back fully repaired on Friday!!
15 May 2026
Unprompted review
Quick delivery, faulty replacement device, poor process
My original phone was stolen and I made a claim through the Nationwide FlexPlus mobile insurance scheme administered by LSG/Assurant.
The positives first: the initial claim process was quick, the replacement handset was dispatched promptly, and all staff I spoke to were polite and professional throughout.
Unfortunately, the replacement phone itself appeared to be faulty on arrival (USB-C charging issue and no fast charging). I reported the fault within approximately one hour of receiving the device.
What has been disappointing is the process that follows. I was advised that there is no separate process for defective replacement devices supplied faulty on delivery, and that all such cases are handled through the same warranty workflow as a standard customer repair.
This meant returning the replacement phone for technician assessment and waiting for repair/replacement processing, despite the issue being identified almost immediately after delivery.
From a customer perspective, this feels like a fairly unreasonable process when the defective device was supplied by the insurer themselves following an already stressful theft claim.
The staff themselves have been pleasant to deal with — the frustration is really with the rigidity of the process rather than the individuals handling the case.
I will update this review once the matter has been fully resolved.
19/05/2026 Update
After returning the faulty replacement handset for inspection, the device was returned to me marked as “no fault found”.
However, upon receiving it back, the exact same charging issue was still present. Using the same cable:
another phone fast charged correctly,
this replacement handset would only slow charge when the cable was inserted one way,
and would not charge at all when inserted the other way.
I contacted customer services immediately and explained that the fault was still clearly present. Following this, a further replacement handset has now been arranged and collection of the faulty device organised.
At this point, the most frustrating part of the experience has not been the staff themselves — who have generally been polite and helpful — but the process and quality control surrounding replacement devices and inspections.
The fact a device with an easily reproducible charging fault was returned as “no fault found” has significantly reduced my confidence in the inspection process.
I will update this review again once the replacement process has finally been completed.
20/05/2026 Update
So the phone was collected and a new one provided. Not the same colour as I had requested, and not notified it wouldn't be, but at this point I just wanted a working phone. I have still made a complaint about the process and waiting for an update.
14 May 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to leave such a detailed review and for acknowledging the positive aspects of your experience, particularly around the speed of the claim and the professionalism of our colleagues.
We’re genuinely sorry for the frustration caused by receiving a replacement device that appeared to be faulty on delivery. We understand how disappointing this is, especially following the stress of a theft claim, and we appreciate you reporting the issue promptly.
To clarify, all replacement devices, including those reported as faulty shortly after delivery, must follow the same technical assessment process. This ensures faults are accurately diagnosed and handled correctly, whether that results in a repair or replacement. While we appreciate this can feel rigid from a customer perspective, it is a necessary step within the scheme to ensure consistency and fairness.
We’re pleased to hear that our teams have been polite and professional throughout, and your feedback regarding the process itself has been noted. We’re always reviewing how our processes impact customers, particularly in situations like this.
We hope the matter is resolved as quickly as possible and thank you again for your patience. We welcome you to update your review once everything has been concluded, however in the meantime, if you're happy to, please respond to our message so we can make sure this is passed to the right team.
DO NOT USE
DO NOT USE. My BMW was booked into garage with an electrical fault, claim submitted that morning. I was initially told the claim should be quickly approved and car repaired by end of day.
It took Assurant 5 DAYS to approve a "routine" warranty claim, despite both the garage and myself repeatedly phoning to chase. This was at significant inconvenience to myself. When I raised a complaint, they informed me they had "acted within their standard timescales". It comes as no surprise there are multiple 1 star reviews on this site.
7 May 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your feedback. We’re sorry to hear about the inconvenience you experienced while your vehicle was awaiting claim approval, and we understand how disruptive delays can be when your car is off the road.
While some claims can be approved very quickly, others require additional checks or information from the repairer before authorisation can be provided. This helps ensure the claim meets the terms of the warranty and that the correct repairs are approved. In some cases, this process can take longer than initially anticipated, even for faults that may appear routine.
We appreciate your comments regarding the inconvenience caused and acknowledge that, from your perspective, the timescales felt unacceptable. Although the claim was handled within our standard processing timeframes, we understand this does not always align with customer expectations, particularly when a vehicle is needed urgently.
Your feedback has been noted and is valuable in helping us review how we communicate and manage expectations during the claims process. If you would like us to review your experience further, please respond to our message so we can make sure this is passed to the right team.
Thank you again for sharing your experience.
Just doing a follow up review as they…
Just doing a follow up review as they requested details to respond to my earlier review end o April, which was given to them and since then not a peep out of them.
Any one thinking of buying insurance with these charlatans think long and hard, your excess will be more than the part and labour to fit it.
AVOID at all costs
28 April 2026
Unprompted review
Reply from Assurant
Thank you for your follow-up review. We’re sorry to hear that you feel disappointed with your experience and that you have not yet received a response after providing further details.
This is not the level of service we aim to deliver, and we appreciate you bringing this to our attention. We would like to ensure your concerns are properly reviewed and addressed without further delay.
We encourage you to get in touch with our Complaints Team directly so they can review your case in full and provide you with a comprehensive response. They will be best placed to investigate what has happened and work towards a resolution for you.
We also note your concerns regarding the value of the policy. Our cover is designed to protect against a range of potential issues as set out in the terms and conditions, and we would welcome the opportunity to review your specific experience to ensure everything has been handled correctly.
TERRIBLE COMPANY
TERRIBLE COMPANY!
Sent my daughters phone away to have a replacement screen on her iPhone 15 pro. The phone came back only for us to find the speaker was not working. After calling them they agreed that if we sent the phone back to them they would fix the issue. They recieved the phone 9th May, called us on the 13th May to say our they couldn't fix the speaker (which they had damaged) because the back of the phone was damaged & this voided our warranty. Absolute nonsense, the phone had no damage on the back of it. Their "Engineer" has clearly damaged the back of the phone whilst trying to get into it but they are refusing to take accountability for that. We have been made to pay another £100 excess to have the said damage & speaker fixed. This is completely unjust & very unfair. We have logged a complaint with the company in question & with the financial ombudsman.
AVOID, AVOID, AVOID!
13 May 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your experience. We’re very sorry to hear about the issues you’ve described and fully appreciate how frustrating this situation must be, particularly as it relates to your daughter’s device.
We take concerns about repair quality and potential damage extremely seriously. All devices are carefully assessed upon receipt and throughout the repair process, with findings recorded at each stage. Where additional damage is identified that may affect warranty coverage or the repair approach, this would be communicated in line with our process.
We are sorry to hear that you disagree with the assessment made in this instance. This is not the experience we aim to provide, and we recognise the importance of resolving matters like this fairly and transparently. As you have already raised a formal complaint, we would encourage you to continue working with our Complaints Team, who will carry out a full and independent review of your case, including the repair history and handling of the device.
We understand you have also referred the matter externally, and we will of course cooperate fully with any investigation. In the meantime, our priority remains ensuring your concerns are thoroughly reviewed and addressed.
We have our mobile/gadget insurance with Virgin
We have our mobile insurance with our Virgin account. My husband accidentally closed the car boot on his phone leaving it slightly bent, as it was a new phone decided to get it fixed. Phone came back quickly but with fault of fussy sound when speaking to someone… fast forward, assurant ‘fixed’ it and it was still not working… told to go to Apple Store for diagnosis test! Yep.. sound board faulty!?! Eventually had someone who sent a replacement phone! Fast forward again May, I pad suddenly stopped charging… sent off returned exactly the same problems!!?! Are you honestly telling me that tests were done on an I pad that won’t charge or turn on!?! Am sending it back again… i have a disable adult son with me all day… I now have to drag him out again in the rain to send this parcel… I’m sorry this is not acceptable! I thought we as a family were just unlucky… wrong it appears it’s the norm!!!!
13 May 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your experience. We’re very sorry to hear about the issues you’ve encountered and understand how frustrating this must be, particularly given the inconvenience caused and your personal circumstances.
We aim to provide a quick and reliable repair service, so it’s disappointing to hear that the issues you reported with both your phone and iPad do not appear to have been resolved first time. This is not the standard of service we expect our customers to receive. All devices are subject to testing before being returned, however we recognise that in some cases faults can persist or reoccur, and we sincerely apologise for the disruption this has caused.
We are pleased to hear that a replacement handset was ultimately provided for your phone, although we appreciate this followed a frustrating experience. In relation to your iPad, we understand your concerns and the inconvenience of having to return the device again. We would encourage you to continue working with our team so we can ensure this is fully resolved as quickly as possible.
We also want to acknowledge the additional difficulty this situation has created for you, and we are sorry for the impact this has had on your day-to-day responsibilities. Your feedback is important, and we will be reviewing this internally to identify where improvements can be made.
Please continue to liaise with our support or complaints team so we can focus on resolving your current repair as a priority, however to make sure these concerns are with our team, please can you respond to our message.
Very poor repair quality and handling…
Very poor repair quality and handling of my iPhone 14 Pro claim.
After a repair, my original OLED screen was replaced with an inferior LCD display. The screen is noticeably dull, has light bleed on black backgrounds, and has already developed screen burn despite limited use. Even worse, the screen is poorly fitted, with uneven gaps around the frame and parts touching the metal edge, increasing the risk of cracking. An iPhone 11 Pro with its original screen looks noticeably better.
The camera was also replaced but repeatedly fails with a “finish configuration” error. Apple confirmed this indicates incorrect configuration and may affect image quality.
I sent the phone back to the insurer, who claimed a 100+ point assessment found no issues. However, an Apple Authorised Repair Centre identified multiple serious faults within 20 minutes and recommended further repairs costing £349 for the screen and £195 for the camera.
Since the repair, battery life has worsened significantly and the phone has powered off unexpectedly — issues that never existed before.
To make matters worse, I have raised a formal complaint and have received zero communication in response — not even an acknowledgement to confirm the complaint was received.
Overall, the device was returned in a worse condition than before the claim, using sub‑standard parts, poor workmanship, and followed by unacceptable customer service. I would not recommend this repair service for premium devices.
5 May 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your feedback. We’re sorry to hear that you’re unhappy with your experience and appreciate the opportunity to respond to the concerns you’ve raised.
We take all feedback seriously and would like to reassure you that your device was repaired in line with our policy terms and through an approved repair process. All repairs are completed either by, or in partnership with, Apple Authorised Service Providers, and any parts used are required to meet strict quality and performance standards. This ensures that devices are returned in a fully functional and reliable condition.
Following your repair, your device underwent a comprehensive quality assessment prior to being returned to you. Based on this assessment, no faults impacting the functionality of the handset were identified. While you have highlighted concerns regarding the display, camera performance, and battery behaviour, we have not identified evidence that these issues represent faults caused by the repair itself. In particular, notifications such as “finish configuration” messages can occur where devices require additional software configuration or updates and do not necessarily indicate a hardware fault.
We also note your comments regarding the use of parts. Under the terms and conditions of your policy, repairs may involve the use of non-branded parts where appropriate. However, all such parts must meet required quality standards, and their use does not compromise the overall functionality or integrity of the device.
We are sorry to hear that you feel communication has fallen short. This is not the level of service we aim to provide, and we will review this aspect of your experience internally to ensure improvements are made where necessary.
If you are still experiencing issues with your device, we would encourage you to respond to our message.
spent £3k on their top level car…
spent £3k on their top level car warranty, pretty much covers nothing
To clarify, the engine, mounts / fixings (including engine mounts) , electrical, hvac, and hydraulics, any trims, stereo are some of the items not covered.
12 May 2026
Unprompted review
Reply from Assurant
Thank you for taking the time to share your feedback. We’re sorry to hear that you feel disappointed with your warranty cover.
Our policies are designed to provide protection against specific types of mechanical and electrical breakdown, and full details of what is and isn’t covered are outlined in the terms and conditions provided at the point of purchase. As with all warranties, there are certain exclusions and conditions which determine what can be claimed for.
We understand that this can sometimes be frustrating, particularly if an issue falls outside of the policy coverage. We would welcome the opportunity to review your experience in more detail and ensure that everything has been handled correctly.
Please don’t hesitate to respond to our message so we can make sure this is passed to the right team.
Having read the recent reviews I was…
Having read the recent reviews I was concerned how Assurant would deal with my claim for a stolen phone but thankfully no issues at all and replacement phone received promptly and everything dealt with efficiently
9 May 2026
Unprompted review
Claimed via my bank's acccount…
Claimed via my bank's acccount insurance benefit, smooth transaction, got a new phone 3 days later.
Updates about my claim status were sent timely, no issues at all. Very happy customer .
9 May 2026
Unprompted review
Disappointing
What a surprise! You submit a phone with a defective screen for recycling, accept their cash offer, then when they receive it they say it's non-functioning and offer you nothing! Of course it's non-functioning it has a defective screen. Pretty underhand and wouldn't use them again. NB - in response to Asurant comment, the phone did power up when submitted via your online portal. It was merely the screen that pixelated periodically.
9 May 2026
Unprompted review
Reply from Assurant
We’re sorry to hear you were disappointed, and we understand how frustrating this must have felt.
When a device is submitted with a declared faulty screen, we factor that into the initial estimate. However, once the phone arrives, it still needs to power on and function beyond the display (for example, responding when connected to diagnostic tools). If the device is found to be completely non‑functional and unable to power on or be tested at all, unfortunately we’re unable to offer a recycling value.
We appreciate how this can feel unexpected, and it’s never our intention to be underhand. Our terms do explain that all offers are subject to physical inspection and functionality checks once received.
If you’d like us to review the assessment or discuss returning the device to you, please respond to our message so we can make sure this is passed to the right team.
Thank you for taking the time to leave your feedback, it genuinely helps us improve how clearly we communicate our process.
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