AssurantReviews 

I have claimed through nationwide phone insurance who unfortunatly use this company.

Paid excess upfront and received a refurbished Samsung S22 ultra after 2 days the screen turned off and the phone would not turn back on.

I returned the device to receive another set up the phone for a 2nd time and the device is having the same intermittent fault. It possibly could be the same device sent back out not a replacement.

I 100% Would not recommend the company for any insurance claim. I will no doubt have to send this device back for it to be returned unrepaired for the 3rd time!

UPDATE- 3RD phone received after talking to the complaints team who said they would do everything to resolve this issue. the original device was phantom black the previous 2 sent were black but didn't work. The 3rd however Is a bugandy almost pink phone which the response is that they don't guarantee the colour absolutely shambles of an experience! If you want to receive faulty devices and different colours then this is a great service to use!

Awful outfit, take your money then deny that they have received it. Asked me for a screenshot of my bank statement, cheeky sods. Avoid them at all costs.

The service from these guys has vastly improved over the years. You now get your handset back in an extremely reasonable time and the workmanship is normally top notch. Only time I've had an issue recently is when a part failed not because of the work carried out.

They decided to cancel my insurance. I have a z fold 7 that I brought samsung care through samsungs website and decided to cancel my policy without notifying me why have you done this I need the care that I brought can someone get in contact with me I have emailed you no response for a week and have had to email you again

I had to send my phone three times to get my camera repaired. Hopeless. Do not use.

After foolishly dropping my phone Bluetooth and Wifi stopped working, so I claim through my Lloyds bank account. Last month, as I wanted to keep my iPhone 13 mini I got a new battery installed through Apple at the cost of £85.
I included said information in the claim documentation. Assurant could not fix the issue, so sent me a replacement phone with 86% battery life, which is less than when my previous battery was replaced.
I have called customer services twice, first on 11/10/25, and today 13/10/25 to be told "they understand, but as it's over 80% there is nothing they can do". Highly irritating that you wont get a like for like replacement despite them saying so.
The "management" aren't customer facing, so wants you raise a complaint that's as far as it goes.

I dont often leave good reviews unless really good which assurant have been. Phone is insured through Nationwide and whilst on holiday my phone decided to go snorkelling and not return. Doing the claim online was so simple and easy, new refurb phone waiting at the post office for me upon my return. Amazing, easy and seamless.

Seen a similar complaint from another user on this issue.

I had my iPhone repaired via the insurance policy offered via my Lloyds Bank current account. I had to pay the £100 excess before sending the phone off to be repaired.

I cannot fault the speed of service in repairing and returning my phone. It arrived Monday morning and I received it back on the Tuesday afternoon.

However, on booting up, I noticed some of the standard Apple icons were noticeably different than they were before and as they appear on my iPad.

At first I thought maybe a newer version of iOS had been installed, but then I saw a message about rebooting the phone to complete the setup of the new hardware (I had had the screen replaced).

However, on checking my phone, in the Parts & Service History section of Settings, next to Display it says 'Unknown'. Clicking on that it states the following:

'Unable to determine if your iPhone display is a genuine Apple part. This could be because the part is non-genuine or not functioning as expected'.

So basically Assurant, as admitted in a separate complaint, uses (presumably) cheaper, non-Apple parts to repair iPhones, and likely adopts a similar approach for other phone brands.

There was nothing in the Lloyds documentation or in the claims process to say this would be the case and it 100% should have been made clear up front so I had a choice as to whether to proceed or not. However, most people would assume repairs are done using parts on a like for like basis.

Having delved deeper, I discovered Assurant is not an Apple Authorised Service Provider, so no obligation to use genuine Apple parts.

I am now left with a phone that is immediately obviously different than a 'standard' model, there is no guarantee it will perform as well as a phone with genuine parts, and I will be unable to trade this in with Apple when I want to replace my phone.

If I wanted to do that now with my 15 Pro 512GB and trade in for a 17 Pro 512MB, that would mean I've lost over £400 of the trade in value.

Update:

Called Assurant and they said I should send in the phone and they would ensure that an Apple screen gets installed as I shouldn't be getting the error messages.

I did ask why they didn't do this from the beginning as they were doing 2 lots of repairs and 3 lots of courier charges, but they couldn't answer that.

Maybe most people don't notice?

Don't waste your money. Two years paying for extended warranty after purchasing a car from Cazoo, never once paid out for a repair.
On day of collection a serious problem was found by myself, reported this to cazoo and after alot of driving back and forth and days off work Cazoo agreed to carry out this repair. Within a few miles the issue was back due to bad mechanical work, not even covered.

Today I have had to pay out a further £114 for a warranty recognised garage to diagnose a problem, not covered. I have been advised if that steering/suspension part was to fail it would be covered but that would mean driving an unsafe vehicle until failure which would most certainly result in a crash or just pay for repairs yourself.

Wheel bearing x2 = Wear and tear.
Shock absorber = Wear and tear.
Glowplugs x2 = Wear and tear.
CV Joint = Wear and tear.
Top mount and bearing x2 = Wear and tear.
Drop link x2 = Wear and tear.
Within 3k miles.

I have a Assurant phone insurance through monzo. It has been one of the most frustrating experiences ever.

A phone insurance that requires you to have a working phone for each step of the process is fundamentally broken.

brief timeline of the service failures I have encountered

No Initial Contact: I was never sent an email to book a repair appointment as was stated on the portal, forcing me to proactively go to the iSmash store myself. There I found out that the store did not have my email address (so how would they contact me?).

Faulty Portal: The online claims portal produced an error, preventing me from completing the required steps. It also told me to send the phone while the phone was actually logged at their repair store.

Query completely ignored: I sent an email to assurant asking for advice about how to proceed, stating twice that I was not reachable by phone (because it's broken). I was then sent a reply that I should call them.

Conflicting Instructions: After I called Assurant for help (borrowing a colleagues phone), an agent instructed me to return to the iSmash store to get an update on my claim.

Sent in a Circle: The staff at the iSmash store told me the device could not be repaired, handed me back my broken phone, informed me they reported to assurant and they told me to call Assurant again.

Unprofessional Conduct: On this second call (from a colleagues phone again), before hearing the reason why I called, the agent was immediately dismissive because I called them so soon, stating, “There is no update as of an hour ago since you last called.” After I politely explained I had just returned from the iSmash store per their team's advice, she then responded sarcastically, “oh, so you're calling to give us an update?”. She then told me I would get email updates.

Complete Silence: Throughout this entire process, I have not received a single email update about the status of my claim, despite being promised them, while the portal has been updated to a new hold-step.

I sent them a polite complaint, to which their response is:
Further to your recent complaint, we have attempted to contact you on by telephone and regrettably we have been unable to speak to you. As a business we take all complaints received seriously, and always endeavour to speak to our customers to ensure the correct resolution is reached.

Made a claim for a mobile phone via Lloyd's insurance as part of my bank account
On making a claim via the on line app you will have to pay your excess before the claim is processed in my case £100 !
Followed all the instructions to send device for repair
Received email today stating device not repairable you will be sent a replacement? I had told them repeatedly on correspondence I had purchased a replacement phone as the ee shop said that the phone would not be repairable
On phoning CC in Crew Cheshire I was told that a comparable refurbished device would be sent out. On the website it states upto £2000 for a replacement device not to be I was told I reiterated I had purchased a new device and thought the insurance would cover the replacement NOT I intend to take the matter up with Lloyd's
I do not recommend this company 😕
So now I am out of pocket lots of ££££
If you need to make a claim try your house insurance as Assurant is a con !

Having read all the previous reviews I was worried about putting a claim in, I contacted assurant to advise my daughter had dropped and smashed the screen and that it was having problems restarting, the lady on the phone was so helpful. She advised I take it to their nearest repair shop and the repair shop informed me it could not be fixed, so I contacted them again and straight away offered a replacement device, the device arrived 2 days later as I'm in northern ireland but I can honestly say it was stress free and anyone spoke to were extremely helpful! Phone is like brand new if not new. Daughter is delighted.

Thank you Assurant.

I cannot give zero stars but I purchased one of their most comprehensive warranty policies and, partly due to the policy and partly to how their staff interpret the policy, it does not cover anything.
The customer service staff are rude and do not want to help, nor resolve your problem. I am so sick of dealing with them, I gave them the chance to terminate my policy and give me a pro rata refund, as their product is useless to me and anyone else. They said they would only do that if I die...

I have my mobile phone Insurance through Halifax Bank. Having paid my £100 excess up front, I sent my iPhone off for a screen repair. I have had my bank account for years and have never claimed until now. Having received it back I keep getting a message on it saying it’s not a genuine apple part which may affect the overall functionality of it and I can’t get rid of it! We should be informed of what parts are being used before we send it off for repairs.

Catch 22
My daughter took out an extended warranty on her low-mileage Nissan Qashqai. At 33000 miles while having a service the mechanic noticed oil leaking from the rear main oil seal. they made a video and started a claim. Trouble here is at that time and until it is dismantled, we don't know if oil has contaminated the clutch or flywheel. So here's the catch 22. They won't authorise the warranty work without photos, which can't be obtained until the gearbox is removed and clutch etc dismantled. if they for any reason, don't agree that there is a claim, my daughter is left with a £2700 bill, which she hasn't got the money for.
The contract covers premature failure and any main oil seal giving up at 33000 miles is premature but she cant take the risk of them finding excuses to get out of paying.

Heavily pregnant wife, sent her phone in to be fixed. They returned it and I spent half a day setting up her apps etc only to find the phone didn't charge.

Sent the phone back and they sent a replacement, again I set all her apps and email up etc only to find this one the wireless charging and torch both didn't work.

Complained and was told they didn't have any other phones to replace it with and they could do a cash settlement but this would take a further 5 days for them to decide what they would give us.

I don't know why Monzo are using this company, they are sending out broken phones as replacements and then when you complain they are disinterested and parrot the lines of us having to go through their process etc.

They have you by the balls and provide awful service.

I will update this review when we hear back from them about what the settlement amount is etc.

EDIT #1: As promised an update: Spoke with Assurant and they've offered a cash settlement, more details to follow in a few days when finalised.

Wife very pissed off, she's currently reading though the terms & conditions of Monzo and Assurant in order to put together a very thorough YouTube video for various forums etc. Heavily pregnant women are a force to to be reckoned with. 😲

I'm surprised this company is still in business. Will try to make you jump through hoops to pay out and then say that's their "internal process".

I'll be reporting them to the financial ombudsman.

Avoid them like the plague. Cancel your policy and they'll secretly keep billing you. Then they'll refuse to give your money back!

Only if l knew when purchasing the vehicle that my extended warranty was with these guys l definitely could have gone somewhere else its over a year now and l keep driving the car which clearly has a fault and VW assessed the car and they are not willing or meet me half way to resolve the issue all we get is getting sent to pillar to post going through so many garages and none of these garages will be able to fix the issue.
Frustrating and we are left to pay a full amount while the car has fault compromising the safety and our life's at risk and also other road users at risk.

An absolutely disgraceful company and experience….
A £400 vehicle Platinum warranty that promises to pay for claims up to £2,000 then when it comes to it they wriggle out of paying.
Theives.

AVOID AVOID AVOID.