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John Lewis: Home Insurance reviews

Name: Home Insurance
Rating: 2.78 (67 reviews)

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2.44

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 and antiques. There are no additional fees for paying your premium monthly, and no admin fees if you need to modify your cover.

If John Lewis sounds like the perfect provider for your needs, read customer reviews to learn more. Our John Lewis home insurance reviews are written by genuine policyholders. Find out how satisfied they were with the level of cover they received. Learn about John Lewis’ customer service and whether policyholders would renew with the provider.

Have you had a home insurance policy with John Lewis? Share your experience with others. Did you take out buildings insurance, contents insurance, or both? Share what level of cover you chose, or whether you required a specialist policy. Did you take out any additional extras, and were they reasonably priced? Did you encounter any hidden fees? Did you need to make a claim on your policy, and if so, how well was it dealt with?

Whether good or bad, leave a John Lewis home insurance review on Smart Money People today. Together, we can help people like you make better decisions.

John Lewis Home Insurance reviews (67)

Review of the John Lewis, Home Insurance:

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

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 to a high standard. No quibbles. Reviewed on: 4th March 2025

Good price for home insurance.

Good price for home insurance. Been with John Lewis for years. Reviewed on: 27th February 2025

The unfrozen freezer..

My freezer stopped working twice in two years, with the loss of everything in it. The insurance company were very understanding and paid up immediately each time. I was semi-expecting them to cut up rough the second time, but they just as polite, kind, and understanding as they had been before. Reviewed on: 23rd August 2024

So far, so good

Haven't made a claim so can only judge on basis of competitive premium for level of cover. Reviewed on: 23rd August 2024

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 called Preferred Management Services who provide boiler servicing and engineers yet in my experience all they provide are incompetent engineers and to make matters worse it seems they pride themselves on subjecting policy holders to their extremely rude incoherent, incompetent and ignorant customer support team members. Reviewed on: 21st June 2024

I will never recommend, I was with them several year...

I will never recommend, I was with them several years only in the beginning of one year I had an home emergency cover too that was the only time I used them for sink block or something. Never claimed anything for the house. After nearly 6 years with them the neighbours car bang our wall braking the front fence but we sent evidence of the incident not our fault. The insurance company fix it with cheap labour and we still had to pay our excess 500£ which expected to receive back. Sadly they didn’t pay back. When I call to find out the claim amount to give information for the next insurance company we found out around 4481£ was claimed but the work could have been done with a handy man with a little amount we even paid for them. Sadly this is a business for people we even have our home insurance gone up by this incident which was not our fault. I would never recommend this company. Reviewed on: 26th April 2024

Terrible experience

I notified them to cancel the home insurance following the death of my brother who had a policy with them. They said I had to send them a copy of his death certificate and will!!!. On receiving this I was then told that it would not be possible to cancel as it was £2.49 in arrears. I told them that I would not pay as I was still waiting for his bank details to be released and that they would be added to the list of creditors. They then told me that they would continue taking payments despite the rented house being empty and his bank account frozen. Insensitive company. Reviewed on: 26th March 2024

DO NOT USE JOHN LEWIS HOME INSURANCE OR SA PLATTS CO...

DO NOT USE JOHN LEWIS HOME INSURANCE OR SA PLATTS CONTRACTORS!! Having worked for Waitrose for 10 years we decided to get our Home Insurance with John Lewis as they provide high standards and great customer service. However this has not been the case. We put in a claim with them in Feb due to escape of water in our kitchen. They arranged for their contractors SA Platts to complete strip out works of our kitchen to allow our plumbers to come in the following day to fix the leak. SA Platts did not complete any of the work agreed but drilled a hole through our kitchen wall! This went through the wall and damaged tiles and our bath in our bathroom the other side! They told us they would put this right and tried to find a matching tile but couldn’t. After feeding this back to John Lewis they closed our claim and blamed us for the damage! I was so appalled so I sent them a 30 page complaint which they eventually replied to in October! They admitted fault and said they would fix the damage but still haven’t! On several occasions they sent a building inspector Simon who was completely unaware of why he was attending or what was going on. I have now been told that he is blaming Homeserve (our plumbers) for creating the hole in our wall which is completely incorrect as it was SA Platts. While they battle this out I am still left with damages to our property. I also have to mention that through out the claim and complaint communication has been appalling! I am constantly having to chase John Lewis and get told lies and false promises time and time again. No one ever seems to know what is going on and it is clear that no one communicated with each other well at all. We have been treated horrendously so I not recommend them to anyone. Reviewed on: 12th January 2024

Elderly parents left with no heating for a week

My elderly parents in their 70s have been left without heating in their home over Christmas. They have John Lewis Home insurance that assured them emergency call-out cover. What is the point in this cover if you can’t deceiver over the festive season. Compensation is in order as they could have found someone else to come quicker. My father also has a heart problem. This is unacceptable especially for the elderly. I am appalled. Reviewed on: 30th December 2023

De home insured by John Lewis

Policy rolled over on 1st November. Got the renewal notice and tried to do it on line. “Sorry unable to proceed on line please call us” I did and was told that their system was having (unspecified) problems. We had to it it manually. The system would not take my (john Lewis) card and it needed to be escalated to a manager to sort out. They would call me back. They didn’t. As the end of the month was approaching I rang them again, lots of apologies but the system was still having problems. It would take three to five working days to sort out. This would take us past the renewal date so I specifically asked would I still be covered on the 2nd November. YES was the unequivocal answer. Got a letter on Monday saying the policy had lapsed! Rang them and had a fruitless conversation with a handler and then a manager.. Lots of profuse apologies but there was nothing to be done. The computer says no. Reviewed on: 7th November 2023

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