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John Lewis: Home Insurance reviews

Name: Home Insurance
Rating: 2.78 (67 reviews)

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2.46

Based on 67 reviews, last reviewed 4th Mar 2025

200% increase in 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

36%

2 star

51%

Latest highest rating:

5

Excellent and responsive insurer. Excellent and responsive insurer. We had a massively leakage causing 1000s of pounds worth of damage. JL ensured the work was completed promptly and t... Read more Reviewed on: 4th March 2025

Latest lowest rating:

1

Shocking! The boiler “care” service is a disgrace and JL should cut all ties with their chosen 3rd party. To clarify JLP insist on partnering with a company cal... Read more Reviewed on: 21st June 2024

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About this product

Whether you’re looking to take out buildings insurance, contents insurance, or both, you want to be confident that the provider is reputable. Our John Lewis home insurance reviews can give you insight into what you can expect as a John Lewis policyholder.

With three levels of cover: Bronze, Silver and Gold, John Lewis has options to suit many. The provider even offers specialist policies to cover listed buildings, homes built before 1800 and high-value artwork a...

John Lewis Home Insurance reviews (67)

Review of the John Lewis, Home Insurance:

Took advantage of me at vulnerable time to refuse to pay a valid claim.

Last year my rented apartment flooded, letting in over 500 litres of water and doing almost 3000 pounds of damage. I had just moved to the UK and had to live in AirBnBs for over a month. John Lewis rejected my claim, stating that it "may" have been a rising water table, and thus owner negligence. They decided this despite the fact that even professional plumbers failed to find the reason for the flooding. Were the situation repeated now, I would have challenged their assessment.... Reviewed on: 2nd August 2023

Terrible service

Had a claim and took over 2 months to sort it out and didn’t pay when told etc etc, moved to someone more professional Reviewed on: 3rd November 2023

Renewal Cancelled with no notice due to card expired

My home insurance was set to automatically renew. Overnight they emailed to say the card payment was not taken as the card no longer valid. Less than 12 hours later, on a Sunday when they are closed, I am informed that the cover has expired and I am no longer covered! What?! Give me a chance to sort it out !! They have left me with no insurance cover on my house. I will not bother renewing if that is how they treat customers. Reviewed on: 22nd October 2023

Nothing but stress!

Our home insurance is with John Lewis. Sedgwick instructed builders to rectify my home, after escape of water. The builders completely stripped out all the flooring in the living room, bedroom, hallway. Taken out the electric shower, leaving live wires exposed. Dismantled built in, custom made furniture. Stripped out the complete bathroom, flooring and wall tiles and decided to not continue with the work - rendered our home an unsafe construction site. I have repeatedly aske... Reviewed on: 17th October 2023

Great for Listed Property coverage

Brought a listed property, then came to insure and found very limited insurer options. Being a bog standard home (just old). I was mesmerised how the other half live on “specialist” insurers (what exactly is House Platinum, and how many people get caught out if a yacht up to X length is covered if housed jn your boat house, but not if at a marina) So anyway it was a relief to find a listed property insurer who spoke normal people language (how many laptops, tablets, matc... Reviewed on: 30th August 2023

Good Price

I got my contents insurance with John Lewis, was pleasantly surprised of the cost and all you get for it. One happy customer Reviewed on: 23rd August 2023

30% increase in premium with no valid explanation of why

Renewal quote 30% higher. When questioned was told it might be x, it might be y. No rationale except they have changed underwriters. Reviewed on: 23rd August 2023

Good insurer

Shame they are indirectly associated with New Day so will not extend ☹️ Reviewed on: 22nd August 2023

Insensitive and terrible

Tried to cancel my dad's home insurance after his death. The first person I spoke to was utterly insensitive and demanded a lot of proof of his death that isn't actually necessary. Having complained, a manager called back to apologise but told me he'd listened back to the call and it 'wasn't the worst'. When I called back to try to sort the insurance again, the agent forgot to mute the phone and had a long chat with his boss about me and what a difficult customer I am. Surely I'... Reviewed on: 12th August 2023

BE WARNED: JL HOME INSURANCE IS NOT CUSTOMER FRIENDLY

BE WARNED: JL HOME INSURANCE CLAIMS PROCESS IS NOT CUSTOMER FRIENDLY AND DOES NOT LIVE UP TO THE PERCEPTION OF THE JOHN LEWIS BRAND! I purchased Home Insurance from John Lewis in 2022, which was recently renewed. I took the "Add-Ons" of Premium Contents cover and Building cover, believing the online marketing which stated this would provide maximum cover for our belongings in the event of accidental damage. Last week my wife accidentally dropped her mobile phone when trying to... open our front door. She took her phone to Apple, who inspected it and gave her a quote for repairs. All under £500. I knew our policy had a £250 excess so any claim would, in effect, be reduced by this amount. So, with this in mind, I went online to make a claim for accidental damage with John Lewis, and that is where the issues began. If you are expecting the traditional "no quibbles, customer-centric approach" from John Lewis, then you are in for disappointment. The online claims portal doesn't work. I tried many times to raise a claim online, and the portal (provided by a third party) just did not pick up my policy details and failed. So I picked up the phone and waited 30mins before speaking to someone. They explained a very straightforward process: 1) Send photos of the damaged phone, 2) Send details of the repaid quote from Apple, and 3) Send the original purchase receipt. I duly sent all these documents and photos in as instructed. The damage is very clear for anyone to see - it was not minor scratches, but a clearly broken glass back on the phone and one of the camera lenses smashed. The next day, as advised by JL, I called back to check on the status of my claim. I was then told there was a completely different process and that, actually, JL require inspection of all gadgets by their own third-party repair and replacement service provider - who they assured me over the phone was "fully authorised by Apple" and therefore, any repairs would not invalidate the warranty or reduce the value of the phone with Apple. However, I was now told this third party would have to arrange for the collection of my phone, send it to their centre for inspection, and then would make a decision on whether the phone could be repaired or whether that was not "economically viable". This is despite Apple already providing a written assessment that the phone could be repaired for a reasonable fee. Apparently, the JL third party is more adept than Apple at assessing repairs to their own products..... "How long will this take?" I ask - it could be up to a week before I hear whether the phone can be repaired. "What if they say it cannot be repaired?" - well they will recommend a "reasonable" replacement. "What is a reasonable replacement?" - a phone of equal value to the value the third party determines your phone is now worth. So, basically, the JL Home Insurance policy with Premium Contents Covers is no such thing when it comes to accidental damage. It is actually a repair and replacement service disguised as Insurance. It is a clever way of minimising the financial payout to you as a customer by getting a third party to undervalue your items, tell you repairs are not economically viable, and then offer you a cheap replacement which will cost them less than just paying out on the policy. As I say, be warned, taking out the policy is very simple - but when you come to claim, be under no illusion, the JL Home Insurance policy is just as awful in terms of customer service as many other policies that don't live up to the marketing hype or brand promise. Reviewed on: 11th August 2023

Easy and straightforward, without hidden traps

After doing more than 8 complete-these-forms for different insurance companies and comparative sites, completing the John Lewis form felt grown-up, straightforward and without any hidden traps. The language was adult but not inaccessible, the definitions made sense, the added extras made were reaonable. Even though my quote was higher than 4 others, I took it, because I felt I could trust them. It helped they got a 5 star defacqto rating, which does mean in case of claim they sh... Reviewed on: 27th July 2023

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