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Sebastian Orbe

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Review of the Monzo, Current account:

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Love Monzo, but the Max phone insurance is a let down

I’ve used Monzo as my main bank for pretty much the entire time I’ve lived in the UK and have always had a really positive experience with them. I like the app, the features, the customer experience and the direction Monzo has taken as a bank, which is why I recently decided to upgrade to Monzo Max. Unfortunately, my experience with the phone insurance included with Max has been incredibly disappointing. I sent my phone away for repair through Monzo’s insurance partner, Assurant, and it was returned to me damaged. I then had to contact them, arrange for the phone to be sent back again, and DPD has confirmed that they received it. Despite repeatedly being told that repairs normally take 1–3 working days, it is now the third working day and I’ve been told that my phone hasn’t even been assigned to an engineer. I’m going on holiday on Friday and explained that I really needed the phone back beforehand. I even offered to pay the additional £50 for Assurant’s faster refurbished replacement service, but they won’t allow me to use that option either. The most frustrating part is that nobody seems able to take ownership of the problem. Customer service can’t tell me when the phone will be repaired, can’t expedite it, can’t arrange the replacement service and couldn’t even transfer me directly to their complaints department. I now have to wait for a callback from complaints instead. If the phone is returned next week, I’ll also be out of the country and unable to receive it. I want to be clear that I still really like Monzo as a bank. That’s actually why this experience is so disappointing. I upgraded to Monzo Max partly because I trusted Monzo to provide good-quality additional services, and phone insurance was one of the benefits I was paying for. Ultimately, Assurant may be a separate company, but they are providing this service as part of a paid Monzo product. When the experience is this poor, it reflects badly on Monzo too. I really hope Monzo reviews the quality of service being provided by its insurance partner, because this is far below the standard I’ve come to expect from Monzo. Reviewed on: 30th September 2026

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