I wanted to change vehicle customer service are very rude stay well away from these dogey insurance company

I strongly advise against taking out home insurance with M&S (underwritten by Aviva). I have been paying almost £2,000 per year for their so-called premium... I strongly advise against taking out home insurance with M&S (underwritten by Aviva). I have been paying almost £2,000 per year for their so-called premium cover, and when disaster struck, the policy proved to be almost worthless. Following a burst pipe that flooded both our kitchen and bathroom, M&S/Aviva sent an assessor to scope the repair work. The report that followed was wholly inadequate: key repairs were omitted, the mould infestation caused by the flooding was downplayed, and the scope of works was clearly designed to cut costs rather than properly restore our home. Concerned, I sought independent advice from both a loss adjuster and an insurance contracts manager. Both confirmed what was becoming clear: the claim had been under-assessed and undercut, not by accident, but because M&S is withdrawing from the insurance market. Their approach appears to be outsourcing assessments to third parties who minimise the damage, delay responses for up to 40 days, and then push low cash settlements that fall far short of covering the true cost of repairs. This is not just poor service; it is a serious health and safety risk. My two-year-old child, who suffers from asthma, has already been hospitalised due to breathing difficulties linked to the mould spreading through our home. Despite being fully aware of the medical risks, M&S/Aviva’s actions have been limited to sending a “mould specialist” whose visit made no difference. From my experience, the strategy is simple: delay, underpay, and close the claim as cheaply as possible, regardless of the customer’s circumstances. Families are being left to live in unsafe conditions while M&S/Aviva protect their bottom line. A company selling expensive “premium” insurance policies has a duty to provide genuine protection when people need it most. In reality, this policy has failed completely, and I would urge anyone considering M&S or Aviva home insurance to think very carefully before committing. Read more Read less

Shame I can't give them zero. Totally appalling experience and stress caused . They use Aviva which use Sedgwick and Homeserve. Too many people, no... Shame I can't give them zero. Totally appalling experience and stress caused . They use Aviva which use Sedgwick and Homeserve. Too many people, no one communicates or listens and they try to deny the claim but clutching at straws and getting the wrong end of the stock because they don't read things properly.. They also appoint incompetent contractors, one came to us and failed to identify the source of the problem. He concluded it was cased by something that he temoorarily fixed ,but it was not even connected and continued to cause damage for many more weeks . Still battling with them and when it is all concluded they will be taken to task on every point of concern I have and we won't use them again . Avoid if you can, you will be very thankful if you ever need to claim . The proof is in how they handle your claim and I have 1st hand experience. Probably the worst set of companies I've ever dealt with. Read more Read less

Tried to report a new medical condition prior to departing on holiday this coming Sat 20.09.25. My husband fractured his 5th metatarsal at the gym... Tried to report a new medical condition prior to departing on holiday this coming Sat 20.09.25. My husband fractured his 5th metatarsal at the gym 2 weeks ago and needs to be in a boot for a further 4 weeks, no medication involved or even a follow up needed. It has been confirmed that he is fit to travel by the medical professional he saw at A&E. My call handler was lovely but unfortunately very difficult to understand and she couldn't when questioned confirm whether my husband was insured to fly even though she was asking for an additional premium! It was like dealing with a UK politician! I eventually managed to get redirected to what I assume was a UK based line manager who was able to resolve and confirm that the fee I had been quoted did not cover the fractured foot which was what I was trying to ascertain. Therefore, I was actually liable for a higher additional premium which I reluctantly paid. Only took me over an hour and a half on the phone to resolve! When did something so simple become such hard work? M&S Travel Insurance has always been so easy to navigate and when we had to make a claim several years ago for my teenage son who suffered a concussion whilst skiing in France, they went above an beyond checking in each day on us and his progress. Just hope that if we do need to make a claim that the service is not as shoddy as the experience to update our medical details. We are now tied into M&S Travel Insurance with Aviva for further 12 months now but will definitely be shopping around for a more reliable and professional provider come this time next year. Read more Read less

applied for a loan then within my rights decided I no longer needed it. followed the instructions on the T&Cs to settle/cancel it to the... applied for a loan then within my rights decided I no longer needed it. followed the instructions on the T&Cs to settle/cancel it to the letter. followed instructions from their customer service on the phone to return the money even though I was dubious that it didn't sound very 'official'. Paid the full amount back and they took loan repayments for the next two months anyway. Damaged credit score. No apologies or compensation for the loss of interest on my bank balance during this period or any inconvenience it may have caused me. Read more Read less

Horrendous experience. I was charged £650 for a 2 bedroom flat in London for home content insurance, which was already on the more expensive side... Horrendous experience. I was charged £650 for a 2 bedroom flat in London for home content insurance, which was already on the more expensive side as I have never filed any claims previously. I filed for a claim for theft of jewellery last week, and the underwriters team said I failed to disclose an enquiry I made with a previous home insurer about a smashed phone screen, which they said would have made my premium go from £650 to £1000. I never even filed a claim for the smashed iPhone screen - it was a mere enquiry, which by the policy documents, you are not required to disclose. They are now only paying a small % of my claim, despite it being an extremely valuable piece of jewellery. I am complaining to the FOS and also to M&S but please avoid at all cost. Read more Read less

a great product, shame they are discontinuing it

Been with them for over 5years and is the best value home and content insurance

I called to change the address, the person who answered my call took my new address and she didn’t update the system with my new... I called to change the address, the person who answered my call took my new address and she didn’t update the system with my new address, an act of incompetence, and disinterest towards her job .and a mess up with letters which were sent to the old address rather than the new address that I have provided to them. I will never use them again Read more Read less