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Review of the M&S Bank - Marks and Spencer, Home insurance:

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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

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