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M&S Bank - Marks and Spencer: Home insurance reviews

Name: Home insurance
Rating: 2.79 (52 reviews)

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2.31

Based on 52 reviews, last reviewed 3rd Oct 2025

100% increase in 5 star reviews

in the past 90 days

300% increase in 1 star reviews

in the past 90 days

35%

12%

49%

Latest highest rating:

5

a great product, shame they are discontinuing it a great product, shame they are discontinuing it Reviewed on: 5th September 2025

Latest lowest rating:

1

Delay, undercut, abandon 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 pr... Read more Reviewed on: 3rd October 2025

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About this product

M&S home insurance is underwritten by Aviva Insurance Limited.

M&S home insurance offers cover for building and contents together or you can buy them separately. If you make a claim under both buildings and contents, you’ll only pay one excess. There are no charges to spread the cost of your policy by Direct Debit.

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

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M&S Bank - Marks and Spencer Home insurance reviews (52)

Delay, undercut, abandon

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. Reviewed on: 3rd October 2025

Shame I can't give them zero.

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. Reviewed on: 19th September 2025

Horrendous experience.

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. Reviewed on: 9th September 2025

a great product, shame they are discontinuing it

a great product, shame they are discontinuing it Reviewed on: 5th September 2025

Home and content insurance

Been with them for over 5years and is the best value home and content insurance Reviewed on: 5th September 2025

good-bye M&S Home & Contents insurance. Rip-off

Have had M&S home and contents insurance for many years. Last year they raised the price by nearly 30% and I just left it as the market index had increased. This time the index had no change but M&S want to raise it 25% again. They do not care at all and wont listen. I have had enough of this rip-off now as they clearly penalise you for not shopping around. Reviewed on: 22nd July 2025

Low premiums for 5 years

I have had home contents insurance with M&S Bank for 5 years and the premiums have stayed very low. That's all I can say, as I have not had to contact them for any reason, let alone make a claim. Reviewed on: 18th June 2025

M&S rejected two claims

M&S rejected two claims - one for flooring damage and one for structural damage. The flooring damage was because the flooring was because it was put in by previous owners and 'too old' and the structural damage was because a lintel damage is 'wear and tear'. I thought having an expensive all signing all dancing policy protected us from bad insurers but apparantely not. Awful. Reviewed on: 25th April 2025

I just received my renewal quote over 40% more

I just received my renewal quote after I had not made any claims for many years and it is over 40% more than last year. I will certainly not stay with such a terrible company Reviewed on: 15th January 2025

My renewal price was 50% higher than last year despi...

My renewal price was 50% higher than last year despite making no claims or additions to the policy. One expects that the premiums will increase each year but i'm afraid a 50% increase is excessive. Reviewed on: 7th January 2025

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