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
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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
Company replied
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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Easy and fast
The service was seemless and I was kept updated along the way.
From sending the phone off to what was wrong and waiting on parts to being sent back as new.
11 October 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Anna,
Thank you for your positive feedback! We're thrilled to hear that you found our service seamless and appreciated the updates throughout the process. Keeping our customers informed and ensuring a smooth experience is our top priority.
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
I couldn’t be happier with my…
I couldn’t be happier with my experience! A special thank you to Helen from the Claim team—she was incredibly helpful and friendly on my claim. She went above and beyond to make sure everything was handled smoothly.
14 November 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Sanah,
Thank you for your positive feedback! We're thrilled to hear that you found our service seamless and appreciated the updates throughout the process. Keeping our customers informed and ensuring a smooth experience is our top priority.
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
Mobile
Hi
Sent samsung flip 4 in to get sorted as folding mobile was turning it off ,and mic not working .Company where great ,emailed me to say what was happening. Received back quickly and mob great now .
16 October 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Lisa,
Thank you for your feedback! We’re thrilled to hear that you had a great experience with our service. It’s wonderful to know that our team kept you informed throughout the process and that your Samsung Flip 4 is now working perfectly. We appreciate your trust in us and look forward to assisting you again in the future!
Kind regards
Hayley
extremely helpful!!
extremely helpful!!
A very good customer service!!
thank you helen for all your support!
29 October 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Zecharye,
Thank you so much for your wonderful feedback! We’re delighted to hear that you found our customer service extremely helpful. Helen will be thrilled to know that her support made a positive impact on your experience. If you need any further assistance, please don’t hesitate to reach out. We’re always here to help! 😊
Kind regards
Hayley
I wasn't able to repair my phone
I wasn't able to repair my phone, but I have a replacement
24 August 2024
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your feedback. I’m sorry to hear that we couldn’t repair your phone. However, I’m glad to know you have a replacement. If there’s anything else we can assist you with or if you have any further concerns, please don’t hesitate to reach out. We’re here to help!
Kind regards
Hayley
Great Customer Service
My daughter accidentally spilt water on our Apple MacAir laptop causing the keys not to work . I followed the process outlined by Citymain Administrators, went to Apple who diagnosed the problem and repaired it. I went back to the insurers with proof of damage and the repair invoice. Instead of £449 I paid £75! As well as this the team who helped me through the process Cara, Emma and Gregg were outstanding. Always willing to help. Cheers guys!
22 October 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hey Marc,
Thank you so much for your kind words! We’re thrilled to hear that our team, especially Cara, Emma, and Gregg, could assist you effectively. It’s great to know that the process was smooth and that you were able to get your MacBook Air repaired with minimal hassle and cost. We always strive to provide the best service possible, and your feedback means a lot to us.
Kind regards
Hayley
Reply from Citymain Administrators Ltd
Hey Parthkumar,
Thank you so much for your kind words! We’re thrilled to hear that you found our support helpful throughout your experience. Your satisfaction is our top priority, and it’s wonderful to know we could be there for you. If you need any further assistance, please don’t hesitate to reach out. 😊
Kind regards
Hayley@Insurance2Go
Fantastic help from Charlotte
Fantastic help from Charlotte, wonderfully cheery and helpful. Clear, easy to get through. Delighted :-)
12 January 2023
Unprompted review
Reply from Citymain Administrators Ltd
Hi Dan,
Thank you for your wonderful feedback! We’re thrilled to hear that Charlotte provided you with such a positive experience. Your kind words about her cheerful and helpful nature, as well as the clarity of her assistance, are greatly appreciated. We’re delighted that you had a smooth and pleasant experience with us. 😊
Kind regards
Hayley
Very Straight Forward fast service
Very Straight Forward fast service
29 August 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Mark,
Thank you for your feedback! We’re glad to hear that you found our service straightforward and fast. Your satisfaction is our priority, and it’s great to know we met your expectations. If there’s anything else we can assist you with, please feel free to reach out! 😊
Kind regards
Hayley
This company is a scam.
This company is a scam. They do everything to not have to pay out your claim and produce a new phone. I had a iPhone 15 pro max and it seems they don’t want to honour their business. They keep asking for new things from my network provider and I’ve produced like 10 different pieces of proof and info and everytime I do it they ask for more. This is a joke and I’d rather buy a new phone and warn anyone against using this scam of a company. I’ll never search for cheap insurance ever again. I’d rather pay the price for better service than this.
13 September 2024
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your feedback. We understand your frustration and apologise for any inconvenience caused. After a thorough investigation, we can confirm that all procedures were followed correctly in processing your claim.
We strive to ensure that our processes are transparent and fair, and we regret that this situation has led to dissatisfaction. If you have any further questions or require additional assistance, please do not hesitate to contact our customer service team.
We appreciate your understanding and hope to have the opportunity to serve you better in the future.
Kind regards
Hayley
Used this service for a repair of a…
Used this service for a repair of a damaged mobile phone. From the intial contact I found every member of staff whom I spoke with to be polite and professional. The claims portal was easy to navigate and very time efficient. The whole service is seriously impressive. Highly recommend. In my experience the phone was replaced instead of being repaired.
28 August 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Mark,
Thank you for sharing your positive experience with us! We’re thrilled to hear that our team was polite and professional throughout your interaction. It’s great to know that you found our claims portal easy to navigate and time-efficient. We’re especially pleased that you were impressed with our service and that we could exceed your expectations by replacing your phone. Your recommendation means a lot to us. If you need any further assistance, please don’t hesitate to reach out. Thank you for choosing our service!
Kind regards
Hayley
Excellent work
Repaired my phone in 2 days and received it back in less than a week. Very helpful when I rang for an update wouldn’t send my phone anywhere else.
6 September 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hey Pheebs,
Thank you for your wonderful feedback! We’re delighted to hear that your phone was repaired so quickly and that you received it back in less than a week. It’s great to know that our team was helpful when you called for an update. Your trust in our service means a lot to us, and we’re honoured that you wouldn’t send your phone anywhere else. If you ever need assistance again, we’re here to help!
Kind regards
Hayley
Excellent customer service over the…
Excellent customer service over the phone. Swift and efficient in their processing of my claim via online. Much appreciated that the process was simple and straightforward. I would highly recommend.
8 August 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hello Evangelos,
Thank you so much for your kind words! We’re thrilled to hear that you had a positive experience with our customer service team and that the online claim process was smooth and efficient for you. Your recommendation means a lot to us. If you ever need assistance in the future, please don’t hesitate to reach out. 😊
Kind regards
Hayley
Excellent customer service team but repairers not so good
Excellent communication from city main themselves and they helped when I needed it thanks to Lisa in customer service so 5 stars for that, the other 2 are lost as sadly there authorised repairers can't get the same credit, first I was a little dubious about sending my £1700 phone by mail but I did as asked, packaged it well and sent it to a trading estate in kent, it went recorded tracked and all that jazz, so Monday at 10.27am they received my Phone as royal mail sent a delivered notice with a nice photo and signature , I felt reassured it had arrived safely , I went onto city mains site and checked if they had received it on there system , .....awaiting delivery ? , so maybe a bit soon, so Tuesday passes nothing, then Wednesday still showing awaiting delivery, so I contact city main and Lisa was a great help she sent the company a request and finally on Friday afternoon it now shows as received, my issue is the site claims regular updates to keep a track of your precious phones progress, the site updates daily so why couldn't they be more efficient, rather than leaving me hanging for 5 days, I wasn't even in a rush for the repair as I have a spare phone but just acknowledgement that it was safely in there hands, although 5 days just to accept it has arrived would annoy many people id imagine who were left without a phone for this length of time.
So thumbs up citymain for customer service, its just a shame your chosen repairers didn't hold up there end, i am awaiting further updates on when the repair will happen and when i might get my Phone back
I will update as to the outcome of the repair
UPDATE
So after 2 weeks the repairers ended up saying it was un economical to repair the screen, in a way I was glad they would no longer be involved, so citymain instantly updated to say a replacement phone was on its way , having read some reviews of poor condition replacements I was dubious but today just 2 days after citymain ordered the replacement a brand new and sealed pixel fold arrived , I couldn't be more please with citymains service and have accordingly adjusted my rating to 5 Stars, Thanks for all your help
6 September 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hey Craig,
Thank you for your detailed feedback. We’re delighted to hear that you had a positive experience with our customer service team, especially Lisa. Your kind words and 5-star rating for our communication mean a lot to us.
We apologise for the delay and inconvenience caused by our authorized repairers. We understand how frustrating it can be to wait for updates, especially when it involves a valuable item like your phone. Your feedback is invaluable, and we will work on improving our processes to ensure more timely updates and better coordination with our repair partners.
We appreciate your patience and understanding. Please rest assured that we are monitoring your repair closely and will keep you updated on its progress. If you have any further concerns or need assistance, feel free to reach out.
Thank you for choosing Citymain. We look forward to providing you with a satisfactory resolution soon. 😊
Very helpful staff
Very helpful and professional people both online and on the phone
29 August 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Martin,
Thank you for your positive feedback! We’re thrilled to hear that you found our team both online and on the phone to be helpful and professional. Your satisfaction is our top priority, and we’re always here to assist you with any needs you may have. If there’s anything else we can do for you, please don’t hesitate to reach out. Have a great day! 🌟
Kind regards
Hayley
Avoid
I've been paying this company for over 3 years. I've lost my phone they have sent out a new one for the price of £100! I've received it and it's not even a brand new phone it's has dirt in all the holes and scratches and even the same colour.
I rang once and they said there was nothing they could do. I rang a second time and they sent me a email to send photos of the device to review it. This shouldn't take 2 phone calls to actually get through. fingers crossed this is sorted but policy has now been cancelled as I am extremely disappointed
29 August 2024
Unprompted review
Reply from Citymain Administrators Ltd
Dear Mia,
Thank you for reaching out and for being a valued customer for over three years. We sincerely apologise for the inconvenience and frustration you’ve experienced with the replacement phone.
We understand your concerns regarding the condition of the phone you received. All of our devices are visually inspected before dispatch to ensure they meet our standards.
We were informed that the device you received was scratched and dirty, which is not acceptable. We offered to review photos of the imperfections, but we understand you chose to cancel the policy instead.
To resolve this issue, we ask that you return the device to us for a thorough review. All devices we dispatch should be immaculate and free of any cosmetic imperfections, and we are committed to making this right for you.
Please contact our customer service team to arrange the return and further assistance.
Kind regards
Hayley
Wonderful service
I had to wait 9 weeks for Lyca mobile to block the phone stolen, after that thanks for citymain it took them just two days to provide me with new phone. Wonderful service
16 August 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hey Cem,
I had to wait 9 weeks for Lyca mobile to block the phone stolen, after that thanks for citymain it took them just two days to provide me with new phone. Wonderful service
Kind regards
Hayley
What an amazing company
What an amazing company! Had a brilliant young man Greg, help us out over the past 2 days, he went above and beyond to help us sort out a very tricky claim. Not only was he extremely polite, but he had the patience of a saint in helping 2 older ladies, muddle our way through the process. Thank you Greg you were a star.
21 August 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Karen,
Thank you so much for your wonderful feedback! We’re thrilled to hear about your positive experience with Greg. It’s fantastic to know that he was able to assist you so effectively and with such kindness. We’ll be sure to pass on your kind words to him.
Your satisfaction is our top priority, and we’re delighted that Greg could make the process easier for you. If you need any further assistance, please don’t hesitate to reach out. Thank you for choosing our company!
Kind regards
Hayley
Damaged I phone
From the moment I put a claim in on my liquid damaged phone this company was very helpful at each step.james and greg put my mind at ease and from when they received my damaged phone on the Monday I received a replacement by the Thursday. A great insurance company who were very helpful.
8 August 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hey Elizabeth,
Thank you so much for your kind words! We’re thrilled to hear that James and Greg were able to assist you and put your mind at ease throughout the process. It’s great to know that we could get your replacement phone to you so quickly. We strive to provide the best service possible, and your feedback means a lot to us. If you ever need anything else, please don’t hesitate to reach out. Thanks again for choosing our insurance company!
Kind regards
Hayley
Amazed!
Phone fell on floor..screen smashed. New phone within a week. Rapid service. No hassle at all whatsoever. Straight forward process. Better than protectyourbubble all day long.
11 July 2024
Unprompted review
Reply from Citymain Administrators Ltd
Hi Joe,
Thank you for your positive feedback! We’re thrilled to hear that you had a hassle-free experience and received your new phone so quickly. Our team works hard to ensure a straightforward process for our customers, and it’s great to know we exceeded your expectations. If you need any further assistance, feel free to reach out. Thanks for choosing us over ProtectYourBubble! 😊📱
Kind regards
Hayley
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