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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
100%scam time and money wast
Tru
Review of Insurance2go
100 % scam insurance Insure2Go and citymain
Regarding Unfair Claim Rejection, Repeated Document Requests, and Unauthorised Policy Cancellation
Insure2Go Mobile Insurance, I have been treated unfairly and unprofessionally,
Background
I purchased a mobile phone insurance policy from Insure2Go approximately six months ago. At the time of purchase, I provided:
The original purchase receipt of my mobile phone
All information requested by the insurer
Based on these documents, Insure2Go approved my policy and began collecting monthly premiums without any issue.
---
Loss of Mobile Phone and Claim Submission
Approximately five months after purchasing the policy, my mobile phone was unfortunately lost. I immediately contacted Insure2Go to submit a claim.
From that point onward, I faced continuous delays, changing requirements, and excessive document requests, as outlined below:
1. Receipt With IMEI / Phone Number
Insure2Go initially stated that my original receipt was no longer sufficient.
They requested a receipt including my phone number/IMEI.
I had to visit the courier/service provider and spend nearly two weeks to obtain a revised document.
2. Police Report
After submitting the revised receipt, Insure2Go requested a police report.
I promptly obtained and submitted the police report.
3. Network Provider Blacklisting and Usage Records
Insure2Go then asked me to contact my mobile network provider to:
Prove ownership of the device
Blacklist the lost phone
Provide usage records
This process required significant time and effort, taking more than one month, as it involved multiple visits and verifications.
4. Additional Requests
Despite providing all requested documentation, Insure2Go continued to change their requirements every few days, requesting additional bills, usage data, and further proof.
Each time, I complied in good faith.
---
Claim Rejection and Policy Cancellation
After months of delays, Insure2Go informed me that:
My claim was rejected because my visa is valid until August 2028, and they claimed they could not assist me in 2025. Now I wast a lot of time but this stupid insurance not want to help me in hard time.if you have this insurance plz cancel this and buy genioun insurance .
Now i complain to financial ombudsman service.but they are so busy they want 3 more months to give dicision .
I am very disappointed due to this scam insurance
30 October 2025
Unprompted review
A criminal file with dubious good reviews.
The way this firm operate is criminal. Replacement MacBook Pro Machine was not like for like. It was a Frankenstein machine slopped together with old 3rd party parts including a 255 cycle count battery and 3rd party screen without even the Apple logo. This was all after an ongoing unresolved complaint regarding their claim portal packaging instructions which clearly stated if packaged correctly the machine would be covered in transit. The machine was then subsequently lost in the mail temporarily during which time they informed me the machine was not covered which caused and entire week of stress and anguish including multiple complaints and hours of writing and researching to try and find my laptop in the royal mail’ system. This was a Clear violation of the terms of the posting and packing instructions that I was provided.
After filing a complaint and supplying evidence they slyly corrected the claims portal packaging instructions to reflect the no cover in Transit clause. Luckily I screenshotted every step of the way so I have evidence. I will continue to fight this firm until the just outcome is reached. I recommend you learn by my mistakes and, just don’t deal with them - save yourself the stress!
6 December 2025
Unprompted review
Reply from Citymain Administrators Ltd
Dear Mr O’Toole,
Thank you for taking the time to leave your review.
It’s always disappointing to hear when customers feel the service received is far from excellent. We have reviewed your particular claim and can see your claim was approved the same day you reported the incident. The device was posted into our repair centre following a brief delay by Royal Mail. The terms and conditions are clear on what is not covered and whilst the device is in transit is one exclusion. Hence why we are clear on how you should post the device in. Due to the age of the device and damage sustained it was deemed beyond economical repair. A replacement device was dispatched as per the terms and conditions of your policy.
We can also confirm that nothing has changed in our claims reporting journey or the subsequent instructions when preparing any device for it to be sent to a repairer.
It is concerning that you believed the replacement device was a Frankenstein device and confirm the Apple logo was not present on your original device and this was something Apple removed some years ago. The battery life and cycle count would also be very similar to those of your original device based on it’s age.
Kind regards
Hayley
James was so helpful and supportive
James was so helpful and supportive. Thank you very much!
4 December 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Delsa,
Thank you so much for sharing your feedback! We’re delighted to hear that James was so helpful and supportive. We’ll make sure your kind words are passed on to him—it will mean a lot. If there’s anything else we can assist you with, please don’t hesitate to reach out!
Kind regards
Hayley
Very efficient- great job!
Lisa knew exactly what I needed and very efficiently completed my transaction. Great job!
27 November 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Gavin,
We are thrilled to learn that you found our service to be very efficient and that your transaction was completed smoothly. Your satisfaction is our top priority, and it is always rewarding to know that our efforts have made a positive impact.
Your specific mention of Lisa’s assistance is especially appreciated. We are proud to have team members like Lisa, who are dedicated to understanding our customers’ needs and delivering solutions promptly and professionally. We will be sure to pass along your compliments to her, as recognition like yours is a wonderful motivator for our staff
Kind regards
Hayley
Happy Customer
I have found staff on the phone to always be friendly and helpful and I think the prices are reasonable. Only made 2 claims over the years for damaged screens and they have always acted fast and was really easy to sort out
26 November 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Ash,
Thank you so much for sharing your experience with us! We’re delighted to hear that our team has always been friendly and helpful, and that you’ve found our prices reasonable. It’s great to know that your claims were handled quickly and easily — that’s exactly the level of service we aim to provide. We truly appreciate your loyalty over the years and look forward to continuing to support you whenever you need us.
Kind regards
Hayley@insurance2go
Excellent service provided
Excellent service provided , quick and easy
25 November 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for sharing your feedback! We’re thrilled to hear that you found our service quick and easy. Delivering an excellent experience is always our goal, and your comments let us know we’re on the right track. If you need any further assistance, we’re here to help.
Kind regards
Hayley
Great experience.
Absolutely fantastic experience whilst sorting a claim out, no messing around, straight to the point and excellent service, glad I chose my mobile phone insurance wisely.
20 November 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Steve,
Thank you so much for sharing your experience! We’re thrilled to hear that the claims process was smooth and straightforward for you. Providing excellent service without any hassle is exactly what we aim for, and it’s great to know we delivered on that promise. We truly appreciate you choosing us for your mobile phone insurance and look forward to continuing to keep you covered.
Kind regards
Hayley
Call was answered promptly and very…
Call was answered promptly and very helpful operator ran through all the options with me.
Great service.
17 November 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for sharing your experience! We’re so pleased to hear that your call was answered promptly and that our team member was able to guide you through all the options. Providing helpful and clear support is something we take pride in. If you have any further questions or need assistance in the future, please don’t hesitate to get in touch.
kind regards
Hayley
Hero's.
Well, I don't know where to start. I, as a 25 year old female recently drove over my own phone, how, one may ask? No one actually knows and on returning to look for it as I realised I must have dropped in, I in fact proceeded to drive over it again, sadly not seeing it AND THEN reverse back over it (yes a third time), before I then spot it on the floor. To some, this may NOT be a quarter life crisis but l honestly felt the world ending, WW3 would be nothing in comparison to seeing my baby iPhone 14 Pro Max in about 400 pieces submerged into a puddle. My work have an insurance scheme with CITY MAIN that asked me to send my phone to SBP and quite honestly if the company was a man, l'd have married him. I got a new phone in less than 24 hours of the tragic incident, which was less time than it took me to even start a grief process. I literally CANNOT get over how these magical elves (only possible staff members) received my phone and sent me another, apparently brand new, to my door within that time. I will never get over this.
I'm quite honestly shell shocked and l'd honestly recommend them on national tv as the hero's of planet earth. I promise l'm not even a little bit dramatic either x
25 October 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hello Katherine,
Wow — what a story! We’re so sorry to hear about the tragic loss of your iPhone (three times over 😢), but absolutely thrilled we could help turn things around so quickly. Our team will be over the moon to hear your kind words — magical elves and all! We know how important your device is, and we’re genuinely proud to have been part of the rescue mission.
Thank you for such a heartfelt and hilarious review — you’ve made our day! If you ever need us again (hopefully not under similar circumstances!), we’ll be here, ready to help.
Warmest wishes,
Kind regards
Hayley
Excellent customer service!
I had a phone stolen and needed to get a replacement sorted ASAP. Charli and Lisa were both superstars! What stood out for me most was their human qualities, they understood that having a phone stolen isn’t a pleasant experience and were both empathetic to my situation. They both went above and beyond to get me a replacement phone sorted in the quickest time possible.
Your customer was excellent, thank you both!
I’d recommend insurance2go/citymain for your phone insurance, 10/10 service!
28 October 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi David,
Thank you so much for your fantastic feedback! We're really pleased to hear that Charli and Lisa were able to support you so well during what must have been a stressful time. We know how upsetting it can be to have a phone stolen, so it's great to hear that their empathy and quick action made a real difference. We’ll be sure to pass on your kind words — they’ll be thrilled! Thanks again for recommending Insurance2Go/Citymain — we’re proud to have earned your 10/10.
Kind regards
Hayley
⭐️⭐️⭐️⭐️⭐️ Excellent Service and Attention…
⭐️⭐️⭐️⭐️⭐️ Excellent Service and Attention to Detail
I recently contacted Insurance2Go (Citymain) regarding my phone insurance, and I was really impressed with the level of service I received. The operator took the time to go through all the details carefully, ensuring that the three-phone bundle I wanted was the best option for my needs. She was patient, professional, and genuinely committed to finding the most suitable and cost-effective cover. It’s rare to experience such thorough and considerate customer service — I left the call feeling reassured and confident that my devices are properly protected. Highly recommended!
30 October 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hey Fiona,
Thank you so much for your kind words and for taking the time to share your experience! We're thrilled to hear that our team provided you with attentive and thoughtful service, especially when helping you choose the best cover for your devices. We always aim to make our customers feel confident and supported, so it's wonderful to know we hit the mark. Your recommendation means a lot to us — thank you again for choosing Insurance2Go!
Kind regards
Hayley
Easy to claim
Easy to claim, changed sized of replacement to avoid loss in future. Quick to respond and great customer service!
27 October 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Lauren,
Thank you so much for your kind words! We're really pleased to hear that your claim process was smooth and that our team could help you choose a replacement that better suits your needs. It's great to know our customer service made a positive impression too. If there's anything else we can support you with, we're always here to help!
Kind regards
Hayley
Very efficient service…
Very personal and efficient service throughout.
20 October 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your lovely feedback! We're so pleased to hear that you've experienced personal and efficient service throughout — it's exactly what we strive for. If you ever need support or have any questions, we're always here to help. Thanks again for choosing Insurance2Go!
Kind regards
Hayley
Great team
I added insurance to my second phone since starting with insurance2go. The operator was very friendly and efficient. I haven’t needed to claim anything with them as yet but seem a really good company to work with.
20 October 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Richard,
Thank you so much for your kind words and for choosing Insurance2Go for your second phone! We're delighted to hear that your experience with our team was friendly and efficient — that's exactly the level of service we aim to provide. While we hope you never need to make a claim, please rest assured that we're here to support you if you ever do. Thanks again for your trust — we’re proud to have you with us!
Kind regards
Hayley
Lisa that customer service advisor was…
Lisa that customer service advisor was amazing she deserves a raise!!!!
16 October 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you so much for your kind words! We're thrilled to hear that Lisa provided such an exceptional experience — she truly is a star on our team. We'll make sure your feedback is passed on to her and the wider team. Recognition like this means a lot and helps us continue delivering great service.
Thanks again for taking the time to share your experience!
Kind regards
Hayley
Good price and cover
The prices are always very good, and the cover is excellent.
Today's called to amend my policy for a phone upgrade was very good: a voice you trusted on the line with a reassuring manner, who knew their job and made the amendment straightforward.
Don't see any reason to change insurer. Checked out the others, and they're just not as competitive.
9 October 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you so much for your thoughtful feedback! We're delighted to hear that our pricing and cover continue to meet your expectations — and that your recent experience with our customer service team was so positive. It’s great to know the policy amendment was handled smoothly and professionally, and that you felt reassured throughout the process.
We’re especially pleased to hear you’ve compared us with others and still find us the most competitive — that means a lot. Thanks again for your continued trust and loyalty!
Kind regards
Hayley@insurance2go
Just had a lovely conversation with a…
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 today was not just efficient but very warm and friendly. If it wasn't for the fact I'm an old married Guy I would have offered to take her for dinner and some fine wine.
What a Beautiful personality she had, I'm so pleased.
Brian.
30 September 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Brian,
Thank you so much for your kind and thoughtful review! We're thrilled to hear that your conversation about renewing your policy was such a positive experience. It’s wonderful to know that our team member made such a warm and lasting impression—efficiency with a personal touch is exactly what we strive for.
We’ll be sure to pass on your lovely feedback—it’ll mean a lot. If there's anything else we can help with, please don’t hesitate to reach out.
Warm regards,
Hayley
Received my phone repaired screen and…
Received my phone repaired screen and looks brand new again thank you
27 September 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hey Zeeshaan,
Thanks so much for your feedback! We're really glad to hear your phone screen was repaired to a high standard and looks brand new again. That’s exactly the kind of experience we aim to deliver—quick, reliable, and high-quality service. If you need anything else, we’re always here to help!
Kind regards
Hayley
Scam
Is this company a joke
After noticing that someone was taking regular payments from my account and not knowing who they are I found out only to my shock they have been taking money from my account for months I am trying to get my money back as I have no idea how they got my details and having no luck getting my money refunded
Does anyone have a direct number
This is A SCAM company what a joke
I never authorised this at all
10 September 2025
Unprompted review
Reply from Citymain Administrators Ltd
Dear Ian
Thank you for taking the time to leave your review.
We’re very sorry to hear about your experience and understand how concerning this must be. We take reports of unauthorised payments extremely seriously and are committed to resolving this matter swiftly.
Please contact us urgently on 0333 999 7920 and we will be more than happy to investigate this in detail to reach a speedy resolution. Your feedback is important to us, and we appreciate you bringing this to our attention.
Kind regards
Avoid! Go with Anyone else
Terrible experience with this company. Backwards policy's a severe lack of trust in their own customers. Managers are clearly on a different planet when it comes too resolutions and you make up your own phrases ever heard of a "holding fee" yeah pay £200 to get a phone sent out that ive already paid my excess for. Madness.
Company feels more like a scam Centre than a actual insurance company.
If you want to raise a complaint just watch out for charli who likes to get cheeky before sending a final response.
26 August 2025
Unprompted review
Reply from Citymain Administrators Ltd
Dear Mr Ward,
I’m sorry to hear you have not had the experience expected during your recent claim.
Your claim details have been located and I can see that your claim was approved and the excess paid within an hour of it being reported.
The subsequent fulfilment process is documented in your terms and conditions. The damaged handset is to be posted in for repair as your expense and will then be couriered back to the address provided.
I can see the customer service team provided you with an alternative which were not acceptable: Allowing a local Samsung repairer to repair your device. We advised that they may also send the handset off for repair.
Unfortunately, it is not in the terms and conditions that a replacement device will be automatically provided on accidental damage claims and repairing the handset will always be the first option.
Kind regards
Hayley
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.