I'd stay away from this insurance company they are refusing to repair or replace my iPhone after I been paying for my policy for over 5 years Absolutely the worst company I wouldn't recommend them... See more
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See what reviewers are saying
Claim sorted quickly with 2 options ... I could organise the repair myself and provide the information requested or send it to one of their repairers. I did the latter and the collection, repair and... See more
Having dealt twice now with SO-SURE this latest experience was even better than last time. Good, swift and pratical communication about options and resolutions. Both through email with Areeb Mohamm... See more
Company replied
Took contents insurance out with SoSure, very competitive price and low excess, even lower if you use the app and create an inventory. This is an easy process and quite a useful tool to realise what i... See more
Company replied
Company details
Written by the company
At SO-SURE, we're on a mission to make insurance even better – fast, fair, easy and great value. We protect our customers when they claim and reward them when they don't.
Contact info
19-21 Hatton Garden, EC1N 8BA, London, United Kingdom
- support@wearesosure.com
- wearesosure.com
3.7
Average
3k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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They don’t accept claim
Very poor service,
I had insurance with so sure and my phone got stolen. I called police inform them took the crime refrence number call the network and everything when i went to claim for phone they making excuses for not to proceed with the claim.
Very very disappointing.
I was with them for more than 2 years and i claimed for i phone 11 pro max
Every one be careful before you start insurance with them
Its more likely scam to me
Its a joke
5 April 2024
Unprompted review
Reply from SO-SURE
Hi Rana,
Thank you for bringing this matter to our attention, satisfying our customers is very important to us, and we're sorry we couldn't meet your expectations.
Please contact us via our webchat or by emailing us at support@wearesosure.com and we can then get this matter looked into for you.
Kind Regards,
Team SO-SURE
Very bad experience with this company
Very bad experience with this company. Ripping off the people.. also ridiculous service I ever had. Not helpful at all to resolving issue of my tv insurance. Never recommending to anyone.
29 March 2024
Reply from SO-SURE
Hi there,
Thank you for taking the time to leave us a review.
I'm sorry to hear about your dissatisfaction with the recent outcome of your claim. I have carried out a review of your claim and as per the terms and conditions of your policy, we unfortunately do not cover breakdown of electrical items.
If you have any further concerns, please do not hesitate to contact us via our webchat or email support@wearesosure.com.
Kind Regards,
Team SO-SURE
Speedy customer service
Speedy customer service and fast response to my query. Add that to a low cost and good app experience and that makes So-Sure a great provider.
4 April 2024
Reply from SO-SURE
Hi Paul,
Thanks for your feedback! It brings us joy to know that you had such a positive experience with our swift customer service and rapid responses. Your satisfaction means the world to us, and we're fully committed to consistently delivering the outstanding service you've come to rely on.
Kind Regards,
Team SO-SURE
Fantastic company to deal with
Fantastic company to deal with. I have been with this firm for at least a couple of years now. My latest claim was sorted out quickly and I was kept informed at all stages. Even the company who repaired my phone - value checkers - again kept me informed regularly of each stage. Customer service is excellent. Highly recommend to anyone thinking of insuring their mobile phone.
3 April 2024
Unprompted review
Reply from SO-SURE
Hi there,
Thank you for your fantastic review! We're thrilled to hear that you've had a positive experience with us over the years and that your latest claim was sorted out quickly with regular updates at every stage.
Your recommendation means a lot to us, and we're grateful for your trust in insuring your mobile phone with us.
Kind Regards,
Team SO-SURE
Reply from SO-SURE
Hi Ian,
Thank you for your feedback! We're glad you found our responses timely and helpful for your specific inquiries.
We're here to help and ensure that you continue to have a positive experience with us!
Kind Regards,
Team SO-SURE
Fantastic experience with mobile…
Fantastic experience with mobile insurance! Their coverage options are comprehensive and their customer service is top-notch. I recently had to make a claim and the process was smooth and hassle-free. Highly recommend for anyone looking to protect their device!
2 April 2024
Unprompted review
Reply from SO-SURE
Hi Sumit,
Thank you for the glowing review of our mobile insurance service! We're thrilled you found our coverage comprehensive and our customer service top-notch. Your recommendation means a lot.
Kind Regards,
Team SO-SURE
Peace of mind
Got total peace of mind that should the unthinkable happen I'm covered.
Don't have to do anything
1 April 2024
Unprompted review
Reply from SO-SURE
Hi Niamh,
It's fantastic to hear that you've found peace of mind with our coverage! We're constantly working to enhance our services to better meet our customers needs. Your feedback is invaluable in helping us improve.
Kind Regards,
Team SO-SURE
60% price increase at renewal
I had no problems with this company in the year I had my contents insurance but then they increased the price at renewal by over 60%.
I had not made a claim in the year and there was no explanation as to why an increase of this proportion was warranted. Based on the lack of info provided, I can only put it down to pure greed and perhaps expecting I wouldn't notice it would auto renew. Luckily I did notice and found a quote with a competitor for the same price I paid previously.
During a cost of living crisis these sorts of practices are not acceptable. I understand that costs may rise but companies need to be transparent and explain this clearly when passing on a price rise of this magnitude.
16 March 2024
Unprompted review
Reply from SO-SURE
Hi James,
We appreciate your feedback regarding the recent increase in your insurance premium. We sincerely apologise for any inconvenience caused by the lack of transparency in our communication. Rest assured, we're committed to reviewing our processes to ensure clearer communication in the future.
Should you have any further questions or concerns, please don't hesitate to reach out to our customer service team.
Kind Regards,
Team SO-SURE
Super service, easy experience
Sadly broke the screen on my phone on holiday. Reported on my return. Found a local repairer and paid 5 days later. Brilliant service!
18 March 2024
Unprompted review
Reply from SO-SURE
Hi Liz,
Thank you for your feedback!
We're pleased to know that our service was able to promptly assist you upon your return. Your experience in finding a local repairer and the swift resolution of the issue within five days is valuable feedback for us.
Kind Regards,
Team SO-SURE
Reply from SO-SURE
Hi Ali,
Thank you for your feedback! We're delighted to hear that you've had a positive experience with us.
Kind Regards,
Team SO-SURE
I had issues with loading up my photo's…
I had issues with loading up my photo's the tech team sorted it after some time, but overall very good and attentive.
15 March 2024
Super easy to renew my new phone!
Super easy to renew my new phone!
Great service
22 March 2024
Unprompted review
Good and effecient
I recently had my phone stolen by two men on a bike whilst I was walking to the gym. Thankfully, my insurance was covered by so-sure and they made the whole process of claiming a phone very smooth. I sent over the necessary documents and even explained to them that my vodafone account was under my uncle's name which caused all the documents to be under his name. So-sure was very considerate of this issue and needed an email from my uncle stating that I was the one using his account. Overall a very good experience and would highly recommend to others.
12 March 2024
Unprompted review
Reply from SO-SURE
Hi Usman,
We're delighted to hear about your positive experience with us, especially during a challenging time like having your phone stolen. Your feedback is invaluable to us, and we're glad we could make the claiming process smooth for you. Thank you for recommending us!
Kind Regards,
Team SO-SURE
You’re treated like a criminal when…
You’re treated like a criminal when you’re stressed out as it is, with a damaged phone, they asked me for silly information that only applied to stolen phone, it’s just long process it’s not easy as it seems
1 March 2024
Unprompted review
Reply from SO-SURE
Hi Olives,
We apologise for any frustration and inconvenience you experienced during our process. Your feedback is valuable to us, and we understand the importance of providing clear and efficient service, especially during stressful situations. We will review our procedures to ensure that they are more streamlined and responsive to our customer's needs in the future.
If there is anything else we can do to assist you or if you have any further feedback, please do not hesitate to contact us.
Kind Regards,
Team SO-SURE
Reply from SO-SURE
Hi Emma,
Thank you for your positive feedback!
We're so pleased to hear that we were able to assist you with the phone replacement and resolve the issue. We strive to provide our customers with the best possible service, so your feedback means a lot to us.
Kind Regards,
Team SO-SURE
Very frustrating CX
Very frustrating CX. I picked up their App as they are associated with Starling Bank who i have always found excellent. As far as i can see So-Sure main business is mobile phone cover, but they don't support my new Apple phone.... this is what i eventually found out:-
''the Apple iPhone 15 Pro or Pro Max on new policies yet, and we don't have a timeline for when we will''
They don't have a phone number or a bot to speak to, so you wait in line while they bombard you with marketing and follow ups via email and texts.
They could have made it explicit that they don't support certain phones..., but no - you have to go to them and get a quote, supply your data to be told two days later. I won't be using them, even if they could give me cover!
14 March 2024
Unprompted review
Reply from SO-SURE
Hi there,
We sincerely apologise for the frustration and inconvenience you experienced with our service. Your feedback is invaluable to us, and we understand the importance of clear communication and support, especially when it comes to essential services like phone insurance. We'll take your comments onboard to improve our processes and ensure a better experience for our customers in the future.
If there's anything else we can assist you with or if you have further feedback, please don't hesitate to reach out. Thank you for bringing this to our attention.
Kind Regards,
Team SO-SURE
My claim was dealt with quickly and…
My claim was dealt with quickly and efficiently, I was kept informed and a new phone was sent out all within about a week
6 March 2024
Unprompted review
Reply from SO-SURE
Hi Brian,
We're delighted to hear that your claim was handled swiftly and efficiently. Keeping you informed throughout the process and delivering a new phone within a week is what we strive for. Thank you for sharing your positive experience!
Kind Regards,
Team SO-SURE
BAD BAD BAD Stay well away con company
Made a claim and rejected as item were not on my inventory list ...it a koi pond with about six filters on and pond liner that's under water how was I ment to put that on list stupid .first the liner is under water how do I take picture of that on your rubbish app ...and if I have to put every item on the list going throw my whole shed and house I would be here for months just my tools in shed would take me 3 months to do on your rubbish app ...it ok thought reporting to trading standards and financial ombudsman service s and with over millions of subscribers on are tittok account I tube channels I will do my up most to stop people using you
12 March 2024
Unprompted review
Reply from SO-SURE
Hi Kevin,
Thank you for sharing your experience with us! We sincerely apologise for the inconvenience and frustration caused by the rejection of your claim. Your concerns regarding the complexity of our inventory list process are duly noted.
If you wish to discuss further, please contact us via our webchat or email us at support@wearesosure.com.
Kind Regards,
Team SO-SURE
I have to say best ever insurance…
I have to say best ever insurance experience simple quick proactive and no hassle
8 March 2024
Unprompted review
Reply from SO-SURE
Hi Stuart,
Thank you for your positive feedback! We're thrilled to hear that you had the best insurance experience with us! Our goal is to make the process simple, quick, and hassle-free for our customers.
Kind Regards,
Team SO-SURE
Satisfied customer
Having dealt twice now with SO-SURE this latest experience was even better than last time. Good, swift and pratical communication about options and resolutions. Both through email with Areeb Mohammed and on the phone with their partners Value Checkers,they all worked together in achieving an outcome to my claim. Much appreciated and definitely a great company to have phone coverage with.
Kind regards
R.G.
15 February 2024
Unprompted review
Reply from SO-SURE
Hi there,
Thank you for your positive feedback! We are glad you had a positive experience with us. Swift and practical communication, along with effective collaboration, can truly make a difference when dealing with insurance claims. I'm glad we were able to provide you with options and resolutions that met your needs.
Kind Regards,
Team SO-SURE
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