SO-SURE Reviews 

What a farce. Direct debits coming out whenever they feel like it NOT on specified dates (twice in one month, then a large gap, different dates throughout the year). Then they change to a different company for direct debit with no contact/email Online contact is a joke, offer a random number which is not available, (1300811224) cannot cancel policy on line, tell you to call said unavailable number. Not sure how they'd have dealt with a claim, I'm presuming with incompetence like how they control their direct debits

We’ve been loyal SO-SURE customers for almost a year, and we’re extremely disappointed with how our policy renewals have been handled. We raised a complaint on October 3rd, and despite multiple exchanges, it’s now late October, and our questions still haven’t been properly addressed.

The issue: both of our renewal premiums have increased significantly. My renewal premium is now £83.54, and my partner’s is the same, despite the fact that new customers are being offered lower premiums and excess charges for the same coverage. As loyal customers who have never made a claim, we’re being charged more than someone who’s just signing up.

For comparison:

Our renewal premiums: £83.54 each
New customer premium: £78.30
Our excess for accidental damage: £75
New customer excess for accidental damage: £50

To make sure there wasn’t an error, we tested the pricing ourselves using the same model, area, and all criteria as if we were signing up as new customers—and the price was indeed lower than what we were being quoted for renewal. This just proves that it would be cheaper for us to cancel and re-sign, which is a terrible business model.

When we asked why we are being charged more than new customers, we received vague responses about premiums being adjusted for device protection and were even encouraged to shop around with other providers! This does not explain why existing customers are penalized for their loyalty.

After nearly a month of waiting, we still don’t have a satisfactory explanation. The lack of respect for loyal customers is frustrating. If this is how they treat long-term clients, we’ll definitely be reconsidering our options.

SO-SURE, you need to do better!

I had insurance with so sure for years. I claimed once about 4 years ago via the app - all worked well and fixed the phone screen.

However, this time has been an absolute joke.

They have retired their app and replaced it with a portal which is pretty basic and in my view - is not fit for purpose.

I contacted so sure as my previous log on details would not work and was advised that my D.O.B was actually the wrong year and month. Apparently this was my fault however I had never previously had any issues with this. After questioning further they conceded that this is something that happened when they migrated their systems!!

Furthermore, they could/would not update this for me as I could do this myself on the portal (that I could not log on to!) Finally managed to get on to complete the claims form and honestly it looks like a child built this on word press, it is really quite bad.

I completed the form, albeit having to find a work round as it would not let me upload images, so I used the message function to to this.

It has been a week since I completed this and I have not received any notification or confirmation of my claim via email or otherwise. The only evidence that I have successfully completed the required actions from me is this message on the page..

Good news, we have everything we need from you at the moment, and our team is working on your claim.

So since Friday 11 October, I have heard absolutely nothing from So Sure! This is insane!

I need someone to contact me about this asap.

Shocking. I didn’t download the app so they wouldn’t let me claim for my TV. Then when investigated changed their reason as to why I wasn’t allowed to claim which was rather vague. Policy has been cancelled. Happy to keep taking my money though… really not on.

I have been trying to Cancel my recently renewed Phone Policy. I am within the fourteen day cooling off period. The App doesn't open I get zero response from the robots on chat. This is a truly HORRENDOUS Company to deal with. Think they re waiting till my fourteen days cooling off period ends.
Jus AVOID this terrible Company at all costs
Amanda Benton

Quick service from when phone was picked up and sent back (received brand new replacement). Only downside was the online claims was hard to understand and had to phone them to get a link sent. After that though, everything went smoothly.

This is worse company which i had ever seen in my lifetime. App doesn’t work no customer service number online web chat option. When you do a claim they took 4-6 month to pass your claim. Worst serving service this company is not deserving a 1 star as well. This all 5 star rating is fake.

They have given me back to back responses and I’m happy with your job and I’m thankful and grateful with your help. It’s good insurance company and also I will suggest to my friends and family thank you

Took out insurance over three years ago. Couldn't access the app after first renewal. Flagged to IT and they promised to fix. This was never resolved.
Received email about reward ending, so I emailed to claim reward. Then my renewal letter came (4th year renewal for my 4 yo phone) putting upy premium by 80%. Why? Don't know. Never claimed.
I cancelled and was informed I couldn't get my reward as it was paid 42 days after claiming (which would mean I'd have to renew to claim it).

So IT failure not resolved. Rewards promised not delivered (after 4 years no claims) and renewal quote up 80% after not claiming.

Only positive is the customer service team were quick and responding to inform me that I'd not be getting my reward.

Good Communication by phone.
However not acceptable to have to wait 2 weeks for my replacement phone to arrive after liquid damage.

Phone was fixed with no fuss, everyone I interacted with was helpful and friendly. However it did take two weeks from the initial claim to get my phone back (it was fixed not replaced). Also they have a new online claims system which did not work and I was unable to claim, I had to call. Person on the phone was very helpful though. Thanks!

The app not working . I can not see my acount

The app doesn't work at all just get try again looking at reviews more people are saying it but insurance company don't seem bothered

Trying to update my phone insurance as I have a new phone - easy. Got in touch few days ago and spoke to an agent, but communication is been extremely slow, literally receiving 1 answer / message per day; making impossible to update my policy.
Conversation can’t be closed so I can’t speak to another agent, can anybody help?

Prompt response, action and resolution for my iPhone issue. Very good service.

Have had to claim twice using these guys over the years. They have always paid the claim quickly and been very helpful. A happy customer.

I advised you that i had upgraded my phone provided model number and IMEI number, yet you have come back with old phone details.

Prompt contact. Phone replaced and service for this was excellent. I would use again and would advise just using their recommended provider to send the phone to. Using your own means if there's any problems, it's on you to resolve with the repair centre you used.

Fixed my phone after I broke it.

Easy to work with good people.