Write a review

John Lewis: Home insurance reviews

Name: Home insurance
Rating: 2.7 (70 reviews)

View other John Lewis products

2.29

Based on 70 reviews, last reviewed 20th Jul 2025

No new 5 star reviews

in the past 90 days

50% decrease in 1 star reviews

in the past 90 days

34%

2 star

53%

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

Our renewal came up with John Lewis for our Building... Our renewal came up with John Lewis for our Building cover - we have made no claim with them and yet they have put the price up by 54%....we questione... Read more Reviewed on: 20th July 2025

Read all reviews Write a review

About this product

You can apply for a John Lewis Money home insurance policy online.

Choose from Bronze, Silver and Gold policies, with £50,000 minimum protection when you buy contents cover. There’s no fee to change your insurance policy and no extra charge if you want to pay monthly.

John Lewis Money home insurance reviews help you find out what it’s really like to be a customer. If you’ve used John Lewis Money before, you can also leave a review and share your experience.

Review John Lewis: Home insurance now

Help others make smarter decisions by sharing your own experience.

Write a review

John Lewis Home insurance reviews (70)

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'm not the first person calling to cancel after a bereavement, appalling customer service. 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

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. Something that can't be identified by professionals shows that I could not have been reasonably expected to predict the flooding that ruined my life. I was left in the lurch when I needed them most. Profits over people. Do not use. Reviewed on: 2nd 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 should be okay. Cross fingers a bit there. Overall though, it all adds to a feeling of security. And isn't that home insurance is meant to provide, a feeling of security? Thank you JL. Reviewed on: 27th July 2023

Scam

They are scams DO NOT USE. I was with them for a long time in the end they refuse to cover me. they always find way to not pay Reviewed on: 31st May 2023

Totally unorganised and DO NOT use

No feed back - no follow up - constantly lose documents - have a couldn’t care less attitude Please, please do not use Reviewed on: 2nd May 2023

Inept

Tried to make a claim on behalf of my Mum, an attempted break-in. Locks were fixed at my expense, tried to report to John Lewis. Spent well over half a day getting no-where. Decided not worth claiming! Reviewed on: 24th April 2023

Impossible to contact... So slow when you do

Simple claim made December 9th 2022. No contact or movement at all for 6 weeks.. Online chat is worse than useless... I tried around 9 times and held on for hours each time... No response. Online status requests remained unansweted. It took. 4 months to get anywhere at all with this lot. I'm cancelling.... You should avoid. Reviewed on: 1st April 2023

Credit Help

I am disabled veteran who over the past 2 years had to let my credit go because of health priorities that were not covered by VA or other insurance. Anyways, I ran into some testimonies on some credit blogs on the net which led me to this specialist. My scores were 512, 515, 523 on the 3 bureaus. No public records, only 3 open acct but several collection accts with 0 balances. After a few weeks of working on my files, all collections were cleared out and my scores were boosted with 260 points. You can reach out as well if you need help:FIXMYCREDIT at WRITEME d0t com Reviewed on: 29th March 2023

So easy to use

Amazing insurance with easy access and lots of help available. Reviewed on: 26th March 2023

Do you have a different John Lewis product?

Share your experiences with products to help others make smarter financial decisions and learn more about different products available. Write a review

Are you a business? Get insights, reply to reviews, invite customers and understand their needs

Alternative products

Landlord Insurance
from Cover4LetProperty 5.00 from 1 reviews
Landlord Insurance
from Direct Line 2.73 from 41 reviews
Home insurance
from Lloyds Bank 2.21 from 114 reviews

Want to see more from John Lewis?

Travel Insurance
from John Lewis 4.75 from 3 reviews
Breakdown Insurance
from John Lewis 4.00 from 1 reviews
Car insurance
from John Lewis 1.92 from 32 reviews

View all products

Join Smart Money People

Keep up to date on ratings of your favourite businesses. Find out about our awards and write new reviews with ease

Create an account

News, guides and insight from our team

View resource hub