AssurantReviews 

Update: The PR team's response below is pure damage control.
Behind closed doors, Assurant's Executive Complaints team (specifically Jack) has formally refused to even review the photographic proof of the physical debris their technicians sealed inside my camera lens (which they claim is only cosmetic, dust, debris and adhesive... sitting on top and around of your lens, inside the phone, is cosmetic to them. Pathetic excuse and complete incompetence and lack of understanding of basics of photography).

​Even worse, Jack explicitly stated in writing and via the phone that 'cosmetic damage is not covered and will not be repaired.' Let that sink in: Assurant is actively using a policy meant for customer-caused wear and tear as a loophole to evade responsibility for the physical damage and screen scratches caused by their own negligent depot and bare-cardboard packaging. They damage your property, label their own mistakes as 'cosmetic,' and use that as an excuse to refuse to fix it.

​They had ample opportunity to review the evidence and settle this before I escalated it to the Financial Ombudsman Service. They chose to double down. Now that the regulator is involved, they are hiding behind 'we cannot discuss this further.' I look forward to the Ombudsman's binding decision on their gross negligence and completely dishonest complaint handling.

If you have mobile insurance through a Lloyds Bank premium account, be incredibly careful. Assurant (Lifestyle Services Group) operates with a shocking level of negligence. My experience has resulted in repeated damage to my property, gaslighting by customer service, and a complete failure of duty of care. I have now formally escalated them to the Financial Ombudsman Service (FOS).

​Here is the full timeline of how they treat premium devices (Samsung Galaxy S25 Ultra):

​1. Ignoring Day-One Defects (Sept 2025): I received a replacement device from Assurant following a claim. On the exact day it arrived, the back glass panel was visibly lifting/unsealed. I reported this immediately with timestamped photographic evidence.

​2. Negligent Packaging & Transit Damage (March 2026): When I sent the phone in to finally have this lifting glass repaired, they returned it completely unrepaired. Worse, they shipped a premium glass device bare in an unlined cardboard box with ZERO protective plastic film. The friction during transit ground abrasive cardboard dust into the screen, causing visible scratches.

​3. Appalling Staff Behaviour: When I called to report the scratched screen and unrepaired glass, their representative was completely dismissive. He falsely claimed the unsealed phone "passed testing" and actually told me I should look elsewhere for alternative insurance (why have I been paying you for years then?).

​4. Secret Returns & Internal Technician Damage: Despite that call, the phone went back for a rework. In a massive security risk, they shipped the high-value device back to me with zero tracking or notification. Upon retrieving it, I found the adhesive had failed AGAIN within 24 hours. Even worse, their technicians caused new physical dents and sealed physical dust and white debris INSIDE the camera lens housing, obstructing the optical sensor.

​5. Staff Admitting Loss of Control: When I reported the debris trapped inside the camera, an agent actually advised me NOT to send the phone back. They admitted the back-office cannot communicate with the depot technicians and could not guarantee my device wouldn't be subjected to further unauthorized tampering.

​6. Gaslighting & A Dishonest Final Response: When I raised a formal complaint offering a reasonable compromise, for Assurant to pay an official Samsung-certified center to fix their mistakes or a replacement device and they completely ignored it. Instead, they issued a Final Response that:

​Deliberately omitted my original September 2025 defect report to twist the timeline.

​Tried to claim the physical debris trapped inside the camera lens was just "cosmetic damage" to wave liability.

​Falsely claimed I refused to go to Samsung for an inspection ( why only inspection and not repair? Why force me to go through their incompetent repair team?), when I literally offered that exact resolution in writing.

​They expect you to pay a premium excess fee, only to return your device damaged, scratched, and filled with internal debris. I have had to take time off work just to battle their flawed process (it has now been over 3 weeks)

​Do not trust Assurant with your property. Take macro photos of your devices before sending them, demand everything in writing, and do not hesitate to escalate them to the Financial Ombudsman Service when they inevitably breach their statutory duty of care.

Sent a new IPhone 16 in to repair a cracked screen via my Lloyds Bank mobile phone insurance. Paid circa £100 excess. Returned quickly and all seemed well. After some weeks the Face ID and front camera failed and the touch screen freezes intermittently and often. Took the phone to Apple who ran diagnostics and found the new screen was not a genuine part and that the ambient light sensor and true depth camera have both failed. I spoke with Assurant who instead of accepting the Apple report insisted they use genuine parts. It seems Assurant operate in this manner since the agent knew exactly what to say. Naturally I have raised a complaint. I spoke with Lloyd’s Bank who seemed unconcerned, hiding behind the very poor service from their provider, insisting I deal with Assurant directly and taking no responsibility . I’ve been with Lloyd’s for 30 years and the service level has steadily declined. Lots of time and money wasted. Poor all round

A quick update. Despite not having spoken with me, I received a copy paste final response letter from Assurant dismissing my complaint. The letter neither dealt with the technical issues I’m having with the phone or the fact that Assurant used after market parts that invalidate my phone’s warranty. This from an FCA regulated company also subject to review from the FOS.

Thank you for replying swiftly. I spoke with one of your colleagues this morning who noted the final complaint response letter was factually incorrect and not in line with your responsibilities and procedures. I have made my feelings clear and your colleague has escalated the matter. Happy Easter

After a second complaint was raised a thorough investigation of the situation was carried out. I’m pleased to report that the IPhone has been replaced with an updated model and token compensation paid. Not all parts of my complaint were upheld mostly related to errors in communication but I have accepted the outcome. The team member at Assurant who dealt with my complaint was highly professional and imo a credit to the company. Of course I would have preferred not to spend so much time remediating the issue but the matter is now resolved.

Assurant is a fraudulent company… ridiculous that they are allowed to do business in this state.
I had a claim for a tire repair and after about a dozen phone calls … they never paid the claim…. Ridiculous

Really surprising how different the experiences of a lot on here are. I cannot fault my recent claim.

I claimed for a smashed Samsung S23 Ultra via Halifax. £100 excess. The front/back both were cracked and damaged and the cameras were also damaged and unusable having had water ingress.

I packaged and shipped my phone on the Tuesday, I received an email on Wednesday to confirm it was with them and engineer assigned, on Thursday I got another email saying parts were being sourced, Friday evening got another email to say repairs were complete and on the Saturday the same week DPD delivered me my phone back. What I've received back has genuinely impressed me. No DIY repair job this, I've ended up with a full brand new rehousing of the phone front and back (ended up with a black back instead of original grey) but everything looks like genuine parts including a new s-pen. Screen is smooth to scroll and crisp - so if this isn't a genuine part it's certainly on par. Obviously without opening up i'd have no way of knowing but the seals are all very professionally done.

Same IMEI/serial as before so 100% original internals, and cameras working good as new with excellent images.

Essentially £100 for a brand new shiny phone again and a super quick turnaround. Very impressed.

Assurant are absolutely rubbish, I will be cancelling my insurance, my communication with them has been awful, they asking stupid questions over and over and when I told them this the customer advisor hang up on me, the phone they said they have fixed is not working in a draw. I paid £75 to fix but had to go out a buy a new phone costing £1200. What is the point, they have said they will not look at the phone again so now I have referred to financial ombudsman. Rubbish company and useless, don’t know why Nationwide use them, waste of time and money.

I have just had my IPhone Pro Max repaired, as the screen and rear glass was smashed.

The screen that has been fitted is not a genuine Apple screen, this is not what I expect to happen when it’s a Pro Max IPhone, or any IPhone at all.

Not very good at all.

Absolutely shocking experience with Assurant.

I went out for a run, dropped my phone and ended up with multiple issues.. scratched screen, charging port stopped working and the phone constantly restarting. I clearly listed verything in the repair form. Paid £75 for the repair and another £12 to send it back via recorded delivery.

They sent it back the very next day, which already felt rushed… and now I see why.

The “repair” is a joke. They’ve swapped in a cheap-looking, clearly used silver charging port (my phone is black, so now it looks ridiculous). You can literally see dust in it, no care, no quality control, nothing. The screen? Completely ignored. The battery/power issue? Also ignored. the phone is still restarting every few minutes exactly like before.

So what exactly did I pay £75 for?

I called them and basically got told "that’s it" no accountability, no attempt to fix it properly, nothing. Just completely dismissive and said they can have a look at the screen again but will need to send it back.....my faith is completely shaken t this point so might just repair the phone at apple.

This is hands down one of the worst service experiences I’ve had. Feels like they did the absolute bare minimum (if that) and sent it straight back without even checking the actual problems.

Unprofessional, careless and honestly feels like a scam.

Avoid at all costs.

they’ll probably take their time to reply to this with some generic template response trying to make it look like they care. If they put even half that effort into actually doing their job properly, maybe customers wouldn’t be left with half-broken phones. Don’t be fooled by any polished replies. the reality of dealing with them is terrible.

ive used nationwide flex account insurance since it started always amazing untill assurant took over , now not to be trusted !
i had a scren replaced by them, it came back and wouldnt work correctly then cut out altogether a catastrophic failure , i sent phine back ( phone had never left the house and was sent back asap ! they said it had scratches on phone and wouldnt repair it i explained a it didnt have scratches on when i had it ,,
b that they had used a srvond hand screen to repair which could have already been scratched!!
c it could have been done by there carrier !
they woildnt to anything

I lost my phone at the airport and provided all required documents, including proof of purchase and ID. Despite this, my claim was rejected only because my phone was not visible in my Google account.

A lost or switched-off phone may not appear in Google, which is outside my control. This requirement is not clearly stated in the policy, and I had already provided enough valid evidence.

The process felt unfair and frustrating.

I would not recommend this insurance based on my experience.

Do not use this company for any type of insurance. They will not pay out. They are liars and cheats. I do not know how they get away with taking people's money for a product that they have no intention of fulfilling.

Smashed my pixel 10 fold Pro and used assurant as part of my monso package. Wasn't very confident given the terrible reviews on here but within a week I've gotten basically a brand new phone, it is a rebuild but basically most of the phone is new so I'm very happy with this service. They also provide 180 day warranty on the work they've carried out which gives me extra piece of mind if there's any problems

I wish communication was better however, their website never updated once after they received the phone and I had to call in several times to get an update. They were however very prompt in answering the phone and helpful when I spoke to them

If i could give them zero stars I would. Before you take out Mobile Phone insurance through Monzo be aware that they don’t use apple genuine parts and try to send you to some back alley unauthorised apple repair centre to fix every piece of your phone with substandard workmanship and parts.

Claim Number: 56026062
24/03: 21 days of no contact, no update, no info. Called a few times and last time a guy (Henry, I believe) was very mean, yet promised a callback in... 1-5 days. Nothing. Nationwide should definitely change their insurance provider before I downgrade my bank account. If a bank offers you insurance for mobiles etc, check if their provider is Assurant. If yes, simply downgrade and go for some other insurance company. Beware!!

EDIT: They can reply to a 1-star review in under 1 hour! Yet they cannot answer to a claim in over 20 days, LOL :D

27/03: still no contact, after 2 promised callbacks.

This company is not trustworthy. They lost my IPhone 13 during the delivery period with DPD and they gave me a replacement phone that looks like it’s been used by 20 other people. They emailed me saying they checked my phone and was unable to repair it but the truth was it went missing and I received a live location of my phone at 45 Rydding Square, West Bromwich. I paid £100 when my local phone shop could've fixed it in 1-2 hours for £50.

I will file a complaint to the Financial Ombudsman.

I should have looked at the reviews before hand.

DO NOT TRUST THIS INSURANCE COMPANY.
ASSURANT = JOKE.

When I read the reviews I was worried that I would have an awful experience using this company to repair my phone but I was proved wrong.

It was an easy process to make my claim and to send my phone to them and within 3 working days I had my phone back as good as new.

Obviously other people have had different experiences with this company but I was very happy with the service I received.

They have loop holes to avoid fully repairing damaged phone. I returned my phone (at my expense) as it was dropped under a car wheel which smashed screen and dented case. It arrived back with replacement generic screen not Apple, the case still damaged. I rang to complain and was told they only replace the frame if it impairs the phone operation. As it took them 15 minutes to confirm it was repaired I'm unsure if all the faults I highlighted were fully checked. I paid £75 excess, £10 postage and no phone in the meantime. I could have had the screen changed the same day locally for £50. Avoid!

This has been one of the worst experiences I’ve had with an insurance company. After losing my phone, I submitted a claim and had to wait up to five days for a response. When they finally replied, they asked for more documents, causing yet another delay. I tried calling to speak to the assessment team, but they refused to transfer my call. The whole process feels slow and unhelpful. I would strongly advise others not to waste their money.

I have had the warranty policy for 3 years, tried to claim twice. Both declined instantly. Second claim was declined for multiple reasons changing every time I challenged it changed slightly. They didn't even ask for the car service history to assist with the assessment, just a straight no. Waste of money they sight "Wear" as a way of getting out of everything so unless you car is new with 0 miles it will be a no from them. Avoid and save the money for repairs yourself.

Wrost company.its almost one month my phone was lost. No update no nothing. I don't know why I did this insurance for what. Only money pay. Guys please don't do any insurance with this company. Otherwise you need to wait too long. Other companies covering insurance within 1-2 day's but this company 1-2 months. Oh my god!!!! Fully frustrated company 😠

I have a platinum warranty via assurant that I obtained via the car dealership when buying the car. My ecu recently failed and I found a mechanic to complete the job. I raised a claim via the warranty provider and now after almost a month with no repairs done the claim still isn’t approved. Every time I contact I speak to someone different who has different advice on where the claim is. They keep advising they require further information but the warranty provider keeps going round in circles regarding the information they require and communication is really poor. Avoid at all costs the warranty isn’t fit for purpose and just complicates the process.