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Steve Bean

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Review of the John Lewis, Home insurance:

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I am absolutely appalled by the way my insurance cla...

I am absolutely appalled by the way my insurance claim has been handled. I submitted my claim approximately four months ago and have repeatedly attempted to obtain an update from Sedgwick, the claims administrator. The experience has been nothing short of disgraceful. There are two fundamental issues: 1. Unacceptable customer service Despite repeated attempts to resolve this matter, I have encountered an appalling standard of customer service. The attitude and tone of some of the staff answering the telephone have been wholly inappropriate. Customers who have paid for insurance cover should not have to endure such treatment simply because they are trying to establish what is happening with a legitimate claim. 2. A non-functioning email service Sedgwick's incoming email service is apparently not working. This has been acknowledged as a problem, yet I have been given no indication of when it will be resolved or how customers are expected to communicate with the company in the meantime. Quite frankly, what is the point of paying for insurance if, when you need to make a claim, you cannot obtain a response, cannot reliably communicate with the claims administrator and cannot get a straightforward update? In my experience, the service has been entirely ineffective. I have also submitted formal complaints to both John Lewis and Sedgwick. I was advised that somebody would respond within three working days. That assurance was given on Thursday, 22 October, and I have still not received a response. This only reinforces my concerns about the apparent lack of urgency, accountability and willingness to resolve customer complaints. I understand that John Lewis no longer uses Sedgwick, which raises further questions about the service being provided to customers who purchased insurance through John Lewis and who are now left trying to resolve outstanding claims. I consider this situation completely unacceptable. An insurance policy is purchased on the understanding that, should something go wrong, the insurer and its appointed claims administrator will provide an effective and reasonable service. Four months after submitting my claim, I am still having to chase for answers while encountering communication failures and a lack of meaningful response. I now intend to raise this matter with the Martin Lewis Money Show so that the issues I have experienced can be brought to wider attention. Consumers deserve to know what happens when they attempt to use the insurance cover they have paid for, and I believe these concerns warrant scrutiny. I would also strongly caution anyone considering purchasing insurance through John Lewis to look carefully at the claims-handling arrangements and customer experiences before making a decision. I now require the following: A substantive update on my outstanding claim, including an explanation for the four-month delay. A response to my formal complaint and an explanation as to why the promised three-working-day response was not provided. Confirmation of how Sedgwick intends to maintain effective communication with customers while its incoming email service remains unavailable. A clear explanation of what steps will be taken to resolve my claim without further unnecessary delay. I expect this matter to be treated seriously and escalated to someone with the authority to resolve it. I do not consider it acceptable to be left chasing a claim and a complaint indefinitely for an insurance service for which I have paid. I look forward to receiving a substantive response without further delay. Yours faithfully, Steve Bean Reviewed on: 28th October 2026

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