Becks was outstanding from when she became involved with my claim. Good clear communication and a real pleasure to deal with as the process progressed. My only slight issue with the process is that it... See more
Company replied
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Review summary
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Demi was superb at guiding me through the process and keeping me updated on how the claim was progressing.
Company replied
Claim dealt with efficiently. Not the quickest procedure and a couple of bad communications.
Company replied
When we learnt that Everest 2020 UPVC glazing company had folded I thought this was going to be an expensive repair!! But alas I had the sense to take out insurance at the time of purchase to replace... See more
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Company details
Written by the company
Fast-forward your way to the best Insurance Back Guarantees and business insurance cover. Installsure - the broker that understands the risks domestic and commercial installers face.
Contact info
40 Rushworth Street, SE1 0RB, London, United Kingdom
- installsure.co.uk
4.0
Great
200 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 84% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent Service
After Pennine Windows went into liquidation, I was left with a sizeable repair bill, which would have been covered by the Pennine warranty. I contacted Installsure and they were amazing. Tasneem was lovely and couldn’t have been more helpful and I received a payment for the repairs. I was particularly impressed that no attempt was made to discredit my claim, or reduce my payment. A fair and excellent service.
May 12, 2025
Unprompted review
Reply from Installsure
Thank you so much for taking the time to leave us a 5-star rating – it’s much appreciated! We’ll continue striving to provide exceptional services and outstanding customer care to make every interaction with us remarkable
Smooth process for joining the scheme
Once I had completed the forms and returned them, the service was quick and we were registered the same afternoon. The client service administrator, Karan, was very helpful and efficient.
May 6, 2025
Unprompted review
Reply from Installsure
We’ll continue striving to provide exceptional services and outstanding customer care to make every interaction with us remarkable
THEY DO NOT HONOUR GUARANTEE
referred to these via Pennine which was then windowsplus roofs had an absolute nightmare, my 20 year guarantee states repairs will be made free of charge, to me that means no fees, says it there free of charge, 2 windows wont open and they are saying I need to pay excess, they are guaranteeing my windows im not paying insurance on them, they are faulty , not my fault but they refuse to repair them, how long until my other windows develop the same fault?? absolutely disgraceful , plus the claims procedure is deliberately hard and customer service is bad, just to add since their response, pennine are still trading under pennine, same lousy guarantee, how long until they "cease trading" again and do this to others , they are faulty2 windows with the same problems but no one is acknowledging this
April 30, 2025
Unprompted review
Reply from Installsure
Thank you for getting in touch, we are sorry to hear about the experience you've had and frustrations this has caused.
Unfortunately, as the original installer has ceased trading, the responsibility for any future issues that may arise now falls under the Insurance Backed Guarantee (IBG) policy, which was designed to protect you in precisely this situation. We appreciate that your original guarantee stated repairs would be made free of charge, and under normal circumstances with the installer still in operation, that would have applied. However, once the installer ceases trading, the IBG activates, and at that point, it is an insurance product governed by the insurer’s terms and conditions. One of those conditions is an applicable policy excess which is standard practice for most insurance policies and is outlined within the IBG documents that are sent to you upon registration of the works to Installsure.
We're sorry to hear that your experience with the claims process and customer service has not met your expectations. We would welcome the opportunity to discuss your feedback in more detail so we can better understand what went wrong and ensure our communication and support are improved moving forward.
Please don’t hesitate to contact us directly on 02076453740 or email complaints@installsure.co.uk if you’d be open to a further conversation, or if there's anything more we can do to assist.
They have swapped…
They have just swapped our company over as they've changed insurance underwriters, 4 weeks in and they still can't agree on the cost of a policy. They sent out an outline amount to charge per policy and on registering they've since added an extra £6 on what they stated. So we've been under charging for a month, and will be out of pocket on everyone we've had to compulsory sell. Can't think of another company that could trade like this and it be acceptable.
Edit:- Thank you for getting in touch. I will check the prices of what has just been sent through against what we're actually being charged when we register the next policy. I'll be back in touch to let you know if it is now correct.
April 24, 2025
Unprompted review
Reply from Installsure
Thank you for taking the time to share your feedback, and we're truly sorry to hear about your experience. We understand your concerns and appreciate you bringing them to our attention.
Our Application and Policy Team Lead has already been in touch to help resolve the matter, but if you need any further support or have additional questions, please don’t hesitate to reach out — we’re here to help.
Better than I expected
Having read other reviews that have been very critical of Installsure, I wasn't overly optimistic about getting a positive outcome when we needed to submit a claim after the installer of our faulty Rockdoor went out of business.
True, it did take a little while, and an email chaser, to get an initial response but after that the whole process ran reasonably smoothly. Installsure were able to confirm that we did have a valid insurance policy and advised us of the reference number. This enabled us to submit a claim through their website that was easy to use and functioned well without any issues. Email communication and updates from Installsure's staff were prompt and regular.
Once we had submitted the two quotes required, within a few days we got confirmation that our claim had been approved, less £100 excess.
Payment did take a couple of weeks to reach our bank account (we were advised that it would be made within a month) but we did receive it.
March 27, 2025
Unprompted review
Reply from Installsure
Thanks for sharing your rating with us and the community. We’ll continue to work on ensuring we minimize delays in our services so that every interaction with Installsure is exceptional and memorable.
Not worth the paper it's written on
Have now been contacted by Kelly from installsure and she has reassured me that I will still be covered should I need to claim on this policy, very helpful and has put my mind at rest .( I just hope it works if I need it)
October 17, 2024
Unprompted review
Reply from Installsure
Dear Mr Blackwell,
Thank you for contacting us, we are sorry to hear that we have not met your expectations.
We’d really appreciate the chance to speak with you directly in order to discuss the feedback you have provided. We kindly ask that you reach out to us directly on complaints@installsure.co.uk providing your name and contact number so that we can call you to assist. If you would prefer to call us directly, please dial the complaints line on 02076453740.
Kind regards,
Kelly
Karan was very helpful.
Karan was very helpful.
Made the process very easy.
Always maintained communication and detailed explanation on required documents.
Definitely recommend INSTALLSURE.
April 4, 2025
Unprompted review
Reply from Installsure
Thank you so much for taking the time to leave us a review, we greatly appreciate it and are happy we could be of assistance.
Karan was very good and perfect…
Karan was very good and perfect customer service. Would recommend this company
April 4, 2025
Unprompted review
Reply from Installsure
We truly appreciate your continuous support and trust in us. Your 5-star review brightens our day and serves as a constant reminder of why we love what we do
Good,quick and a efficient service
Good,quick and a efficient service
Thank you
March 21, 2025
Unprompted review
Reply from Installsure
We’ll continue striving to provide exceptional services and outstanding customer care to make every interaction with us remarkable
Zero Customer Service
I have tried on numerous occasions to make contact with this company but they seem to flatly refuse to deal with any customers.
Another insurance industry example of poor customer service and avoid/delay at all costs.
Installsure and others, FENSA are part of the GGF Group who all remain silent where a payout is concerned.
February 19, 2025
Unprompted review
Reply from Installsure
Dear Oscar,
Thank you for sharing your feedback. We sincerely apologise for your experience when attempting to contact us and for the delay or inconvenience this may have caused.
Please know that we take all customer concerns seriously, and we are committed to resolving any outstanding issues. In order to investigate your complaint further and provide you with the required assistance, we kindly ask that you reach out to us directly at complaints@installsure.co.uk providing your name and contact number so that we can call you directly to assist. If you would prefer to call us directly, please call the complaints line on 020764 53740.
We appreciate your patience and look forward to the opportunity to resolve this situation promptly.
Kind regards,
Chicco Esio
Operations Manager
Phone call with install sure regarding a safe style window
The phone operative abe, was extremely helpful and gave me all the information I wanted to hopefully fix my residence 9 window that was supplied by safe style in 2016..
March 5, 2025
Unprompted review
Reply from Installsure
Thank you so much for taking the time to leave us a 5-star rating – it’s much appreciated! We’ll continue striving to provide exceptional services and outstanding customer care to make every interaction with us remarkable
INSTALLSURE we’re great from start to…
INSTALLSURE we’re great from start to finish. I’m a self employed window fitter a year in set up on my own and I wanted to find a simple insurance back guarantee company to bakc my fensa registration. It was very simple online followed by simple to follow email instructions to finish up. Definitely recommend
March 1, 2025
Unprompted review
Reply from Installsure
Thank you for your 5-star rating and for being an amazing part of our journey. Your continued support means everything to us, and we can’t wait to exceed your expectations every time you choose us.
Excellent customer service
I had a question in connection with an existing claim which appeared to have stalled. Ade, who handled my call, was excellent. He helped guide me through what needed to happen next and got the cogs turning again. (The problem was at my end due to correspondence going to a junk folder that I had not realised). Ade even waited patiently on the phone to ensure the actions were completed. Thank you Ade.
March 4, 2025
Unprompted review
Reply from Installsure
Thank you so much for taking the time to leave us a 5-star rating – it’s much appreciated! We’ll continue striving to provide exceptional services and outstanding customer care to make every interaction with us remarkable
Ade was helpful over and beyond
Ade was helpful over and beyond. Patient, kind and understanding.
February 28, 2025
Unprompted review
Reply from Installsure
We’ll continue striving to provide exceptional services and outstanding customer care to make every interaction with us remarkable
Karan Tharmakulaseelan really helped us…
Karan Tharmakulaseelan really helped us set up our IBG, talked us through every step of the way, replied to emails and questions, really was smooth experience dealing with Karan, credit to the Installsure company.
Thanks again for all your help.
February 25, 2025
Unprompted review
Reply from Installsure
We sincerely appreciate your business and your valuable feedback. Your satisfaction is what drives us, and we can’t wait to welcome you back for another outstanding experience
The Installsure Client Administrator…
The Installsure Client Administrator (Karan) was extremely helpful in supplying the paperwork and help with online instructions; all with a pleasent manner and promptly. It is nice to get queries dealt with in this way. Manay thanks.
February 18, 2025
Unprompted review
Reply from Installsure
Thank you so much for taking the time to leave us a 5-star rating – it’s much appreciated! We’ll continue striving to provide exceptional services and outstanding customer care to make every interaction with us remarkable
Friendly professional advice
February 20, 2025
Unprompted review
Reply from Installsure
Thank you so much for taking the time to leave us a 5-star review
I spoke to Ade regards claim
I spoke to Ade regards claim, he dealt with enquiry with a very professional manner, he explained the procedure on how to claim, e mails sent incorporating appropriate forms for me to complete. Thank you
February 19, 2025
Unprompted review
Reply from Installsure
We truly appreciate your continuous support and trust in us. Your 5-star review brightens our day and serves as a constant reminder of why we love what we do
Reply from Installsure
We sincerely appreciate your business and your valuable feedback. Your satisfaction is what drives us, and we can’t wait to welcome you back for another outstanding experience
Reply from Installsure
Your 5-star review motivates us to keep pushing forward and set the tone for excellence in what we do.
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