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Kat Smith

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Review of the Nationwide, FlexPlus:

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Nationwide need to change their mobile phone insurance provider. ASSURANT are CROOKS

We have a flex plus account primarily for the mobile phone insurance - however now shall be changing due to a horrible experience with Assurant / Lifestyle Services Group These people are absolute crooks, who will take no responsibility, and have a complaints procedure which essentially boils down to - 'because that's what we have decided' - with no satisfactory reason why they can't do something - they just won't. I sent my device off to be repaired, and am satisfied they repaired the device before they sent it back, however upon receiving the device it was damaged. When an item is damaged in the post the sender has to make the claim - they are refusing to claim for the damage with DPD because they have a 'partnership'. The sent the item back in less protective packaging that I sent it to them, which wasn't up to the standards advised on DPDs own website. They are refusing to take any responsibility for the damaged device, and as I cannot claim with DPD I have no recourse. I put in my complaint stating that I received the device back damaged - and yet the wording in my complaint assessment states 'the device was returned to the customer and then BECAME damaged' - which is not the same thing at all. They have refused to alter the wording or reassess the complaint despite advising me to contact them if I felt the information was incorrect - which I did. They continue to maintain the packaging is adequate - despite their own courier saying differently and are offering me no reassurance if I put in a new claim that they will protect my device any better when returning it to me. It is clear that they care very little for their customers - I was told 'damage can't have occurred during transit', which a completely unsubstantiated claim - and obvious incorrect, as I have experienced the opposite. If you can take your business else where please do, even if its just for me stuck here with my broken phone trying to fight their wall of corporate insolence. A company so greedy it would rather defend its (notoriously rubbish) courier - than help its customer. Reviewed on: 14th February 2023

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