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Austin A

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Review of the John Lewis, Home insurance:

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extremely disappointed with my experience handling a claim through John Lewis. What has been most frustrating is not just the outcome, but the overall lack of urgency, communication, and accountability throughout the process. I have been paying £44 per month for this cover, with the expectation that in the event something went wrong, I would be supported efficiently and fairly. Unfortunately, that has not been the case. From December through to March, I made multiple attempts to chase updates, with numerous calls logged between both John Lewis and their claims handler. Despite this, progress was consistently slow, and I was often left without clear information or meaningful updates. It felt as though I had to continuously follow up rather than being proactively supported. While only a couple of delays may have been formally acknowledged, this does not reflect the reality of my experience. The ongoing lack of communication and the time taken at each stage made the process unnecessarily stressful and drawn out. To now be told that the claim will not be going ahead, after months of back-and-forth, is incredibly frustrating. It raises serious concerns about how claims are assessed and how customers are treated during what is already a difficult situation. For £44 a month, I expected a far higher standard of service from a company like John Lewis, known for its reputation and customer care. Unfortunately, this experience has not reflected those values at all. Reviewed on: 30th March 2026

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