I have have used this service twice now and each time has been very pleasant. It is an excellent company. Very smooth, efficient service and fast communication regarding queries i had and next steps.... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Spoke with Emma about updating my policy to remove an old phone and add a new one, very easy to talk to and went through all the different options with me. Nice quick and easy going call- would reco... See more
Company replied
Just had a lovely conversation with a lovely lady about renewing my policy. In all my dealings with other organizations, I've come across some very efficient people, but the person I spoke with to... See more
Company replied
Rang Citymain admin as I needed to update my credit card details for payment. I spoke with Emma, who was able to explain how this could be done. Very helpful and friendly and understood my problem im... See more
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Company details
Written by the company
Citymain Administrators is a trusted UK provider of specialist insurance administration and claims services. For more than two decades, we’ve supported customers with fast, fair and reliable help when things go wrong — from mobile phone protection to a wide range of lifestyle and device insurance programmes. We work on behalf of leading UK brands to make claims handling simple, transparent and stress‑free. Our focus is always on delivering: clear communication, quick resolutions, and support that puts customers first. Every review helps us learn and continually improve the service we provide. Thank you for choosing Citymain Administrators — we’re here to help whenever you need us.
Contact info
3000, Lakeside, North Harbour, Western Road, PO6 3EN, Portsmouth, United Kingdom
- www.eclaimcity.co.uk
4.8
Excellent
462 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 75% of negative reviews
Typically replies within 1 week
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Good all round service
August 6, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your 5-star review, Ian. We're delighted to hear that you received good all-round service from our team.
Providing a straightforward, efficient, and positive experience for our customers is always our goal, so it's great to know we met your expectations. We really appreciate you taking the time to share your feedback.
Thank you for choosing eClaimCity, and please don't hesitate to get in touch if we can assist you again in the future.
Kind regards,
The Customer Care Team
Helpful and efficient
Lisa was very helpful when my online payment would not go through. She quickly and efficiently sorted it out for me and my cover was organised.
August 5, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your wonderful feedback. We're delighted to hear that Lisa was able to help when you experienced difficulties with your online payment. Providing helpful and efficient service is what we strive for, so it's great to know she was able to quickly resolve the issue and get your cover arranged without hassle.
We'll be sure to pass your kind comments on to Lisa. Thank you for choosing us, and please don't hesitate to get in touch if you need any further assistance in the future.
Kind regards,
The Customer Care Team
Generally happy with the service…
Generally happy with the service received from this insurance company, however; if I had to mention two negative factors, I would point out the length of time (three weeks) it took to resolve my issue, and also that my lost phone (which was recovered), now has a permanent IMEI bar on it, meaning that when I come to upgrade or sell my phone, this will not be possible. These are my only gripes, apart from this, the customer service and care is second to none, great communication from the company, and I would like to give a special shout out to both Emma and Lisa who, throughout my experience with Citymain, were extremely helpful, empathetic, compassionate and generally gave exemplary customer service. Thank you Emma and Lisa!
July 31, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to share your detailed feedback. We're pleased to hear that you were generally happy with the service you received and that our team kept you informed throughout the process.
We're sorry that resolving your claim took longer than expected and understand your concerns regarding the IMEI bar on your recovered phone. We appreciate you highlighting these issues, as feedback like this helps us identify areas where we can improve our processes and customer experience.
We're especially grateful for your kind words about Emma and Lisa. Providing empathetic, compassionate support is something we pride ourselves on, and we're delighted to hear they were able to make a positive difference during what can be a stressful situation. We'll be sure to pass your compliments on to both of them.
Thank you again for your feedback and for choosing Citymain.
Kind regards,
The Customer Experience Team
Really good company
Really good company. You get through straight away and they are very helpful. I spoke to Helen and she was very friendly. I rung up to pay my bill as the D/D didn’t go out. She helped me make sure everything I was insuring was correct and at the best price. Excellent customer service.
July 22, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you so much for your wonderful review.
We're delighted to hear that Helen was able to assist you with your payment and help ensure your cover was correct and providing the best value for your needs. We know how important it is to be able to speak with someone quickly when you need support, so it's great to hear that you found the process straightforward and our service helpful.
We'll be sure to pass your kind feedback on to Helen, who will be pleased to know she made such a positive impression.
Thank you for choosing us, and for taking the time to share your experience.
The Customer Care Team
I have spoken to Miss Lisa @staff ..she…
I have spoken to Miss Lisa @staff ..she was very much cooperative, soft and saying everything very calmly…
She was not in rush of anything, she had explained the whole process very slowly and steady..
It was nice to speak to her..may god bless her..
July 21, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to share your experience. We're delighted to hear that Lisa provided such excellent service. Her calm, patient, and supportive approach, along with taking the time to explain everything clearly, is exactly the level of care we strive to deliver to our customers.
We'll be sure to pass your kind words on to Lisa, as we know she will greatly appreciate your feedback. Thank you again for your review, and we're pleased that your experience was such a positive one.
Kind regards,
The Customer Experience Team
10/10 as always!
10/10 as always!
Typically when people say "it was a 5* service" they do so from the basis of a well known phrase for expressing contentment - now I wouldn't say that I'm the easiest of customers to please, as I believe a reasonable level of customer service isn't unreasonable to expect nor hard to deliver - so saying that Insurance2Go in my experience is one of those few establishments nowadays that has a recipe for delivering excellence with all the key customer focused elements in the mix, and it's consistent too which is even more rare to have that across the board.
Shout out to Emma on this occasion, who most recently assisted me with an amendment to my policy due to a change of device for our son, another seamless experience.... a genuine 5* service, thanks!
July 17, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your fantastic review and for your continued support.
We're absolutely delighted to hear that you've consistently received the high standard of service you expect from Insurance2go. Your comments about the importance of genuine customer service and consistency across every interaction mean a great deal to us.
It's wonderful to know that Emma was able to assist with amending your policy following your son's device change and make the process seamless once again. We'll be sure to share your kind words and recognition with her.
Thank you for taking the time to highlight your experience. Reviews like yours motivate our team to continue delivering the excellent service our customers deserve. We truly appreciate your loyalty and look forward to supporting you for many years to come. 😊
Kind regards
The Customer Care Team
Customer service was excellent
Customer service was friendly, efficient and responsive when I called to update my details.
July 20, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to share your feedback.
We're pleased to hear that you received friendly, efficient, and responsive service when updating your details. Providing a smooth and helpful experience for our customers is very important to us, so it's wonderful to know that our team was able to assist you effectively.
Thank you for choosing us, and we appreciate your kind words. 😊
Kind regards
The Customer Care Team
Had my insurance with Insurance2go for…
Had my insurance with Insurance2go for many years now. Today i called to change my phone over, with the help of Lisa everything went smooth and fully explained in detail. Thanks Lisa
July 20, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your continued loyalty and for taking the time to leave us a review.
We're delighted to hear that you've been with Insurance2go for many years and that Lisa was able to make changing your phone a smooth and straightforward experience. It's great to know that she took the time to explain everything clearly and provide the support you needed.
We'll be sure to pass your kind words on to Lisa. Thank you for choosing Insurance2go, and we look forward to continuing to support you in the future. 😊
Kind regards
The Customer Care Team
A very helpful lady named Emma helped…
A very helpful lady named Emma helped me with my claim information and what to expect.
Highly recommend
July 20, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to leave us a review.
We're delighted to hear that Emma was able to help you with your claim and clearly explain what information was needed and what you could expect throughout the process. We know that making a claim can sometimes feel uncertain, so it's great to know that Emma's support made things easier for you.
We'll be sure to pass your kind comments on to her. Thank you for choosing us, and we wish you all the best. 😊
Kind regards
The Customer Care Team
Friendly customer service
Helen was really friendly and helpful in cancelling an old policy and providing advice for a new policy.
July 16, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to leave such a lovely review.
We're delighted to hear that Helen was able to help you cancel your old policy and provide advice on finding the right new cover. We pride ourselves on delivering friendly and helpful service, so it's great to know Helen made the process straightforward and positive for you.
We'll be sure to pass your kind feedback on to her. Thank you for choosing us, and please don't hesitate to get in touch if we can help with anything else in the future.
Kind regards,
The Customer Care Team
Cheap fully covered iPhone insurance
Cheap fully covered iPhone insurance. Easy to switch from old device to new device with no extra cost. Friendly and helpful customer service. Thank you :)
July 9, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your wonderful review.
We're delighted to hear that you found our iPhone insurance affordable and comprehensive, and that the process of switching your cover to your new device was quick and hassle-free. It's also great to know that our customer service team provided friendly and helpful support throughout.
Your feedback means a lot to us, and we're grateful that you chose Insurance2go to protect your device.
Thank you for your support and for taking the time to share your experience.
Kind regards,
The Customer Care Team
Reply from Citymain Administrators Ltd
Thank you for taking the time to leave a review.
We're delighted to hear that Lisa was able to help with your query and provide efficient service. We know how important it is to get issues resolved quickly, so it's great to know she made your experience a positive one.
We'll be sure to pass your kind comments on to Lisa and the team.
Kind regards,
The Customer Care Team
Call answered quickly went through my…
Call answered quickly went through my options on my current policy, after I updated it.
I then opened a 2nd policy was going for a 3rd mobile but was to old.
July 3, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your review.
We're pleased to hear that your call was answered quickly and that our team was able to talk you through the options available on your existing policy after you updated it.
It's great to know that we could also help you arrange a second policy. We appreciate your understanding regarding the third device not meeting our eligibility criteria.
Thank you for choosing us and for taking the time to share your experience. We look forward to helping you again in the future. 😊
Kind regards
The Customer Care Team
Kara was great!
I spoke with Kara today, and they were incredibly helpful throughout the process. They assisted me in transferring my current policy to my new device and provided all the information I needed to make an informed decision. Thank you for the excellent service!
June 30, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to leave us a review.
We're delighted to hear that Kara provided such helpful support when transferring your policy to your new device. Making sure our customers have all the information they need to make informed decisions is something we pride ourselves on, so it's wonderful to know Kara delivered excellent service throughout the process.
We’ll be sure to pass your kind comments on to Kara and the team. Thank you for choosing us, and please don't hesitate to get in touch if there's anything else we can help with in the future.
Kind regards,
The Customer Care Team
I received great service from Lisa
I received great service from Lisa, she was so friendly and helpful throughout, I am so pleased, thank you for your excellent support!
June 29, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Hi Jan,
Thank you for taking the time to share your feedback. We're delighted to hear that Lisa provided such friendly and helpful service throughout your experience. We know how important great support is, and it's wonderful to hear that she made such a positive impression.
We'll be sure to pass your kind comments on to Lisa, who will be thrilled to receive your recognition. Thank you for choosing us, and we look forward to supporting you again in the future.
Kind regards
The Customer Care Team
The staff were all extremely helpful
The staff were all extremely friendly and helpful and helped guide me through the process. A special shout out to Cara and Lisa who went above and beyond.
June 29, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your wonderful feedback. We're delighted to hear that our team was able to guide you through the process and make your experience a positive one.
A special thank you for recognising Cara and Lisa. We're proud to have colleagues who are so dedicated to helping our customers, and we're thrilled to hear they went above and beyond to support you.
We'll be sure to pass your kind comments on to them. Thank you for choosing us, and we appreciate you taking the time to share your experience.
Kind regards
The Customer Care Team
Very helpful and understanding…
Very helpful and understanding colleague, called Lisa. Issue resolved promptly
June 25, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your review! We're delighted to hear that Lisa was so helpful and understanding. It's great to know that your issue was resolved promptly and that you received the support you needed. We'll be sure to pass your kind comments on to Lisa, who will be pleased to hear about your positive experience. Thank you for taking the time to share your feedback! 😊
Kind regards
The Customer Care Team
Lisa was incredibly helpful
Lisa was incredibly helpful. Updated my policy and changed my direct debit very efficiently.
June 25, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your review! We're delighted to hear that Lisa was able to assist you so effectively. Providing helpful and efficient service is something we pride ourselves on, and it's great to know that updating your policy and changing your Direct Debit was handled smoothly. We'll be sure to pass your kind feedback on to Lisa. Thank you for choosing us! 😊
Kind regards
The Customer Care Team
Reply from Citymain Administrators Ltd
Thank you for taking the time to leave us a review. We're delighted to hear that you found us easy to deal with and that our communication met your expectations. Providing a straightforward experience and keeping our customers well informed are things we really value, so it's great to know this came across in your experience. We appreciate your feedback and look forward to supporting you again in the future. 😊
Kind regards
The Customer Care Team
Very helpful.
As well as being friendly and helpful, Emma listened to what I was saying, understood it and advised the best way forward with my claim. It was a bit complicated but she took the time to make sure she understood what I was saying and what the issue was. Big thank you to Emma.
June 23, 2026
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to share your feedback.
We're delighted to hear that Emma was able to provide such a positive experience. Navigating a complicated claim can be challenging, and it's wonderful to know that she took the time to listen carefully, understand the situation, and guide you towards the best outcome. Delivering friendly, attentive, and personalised support is something we strive for, and we're pleased Emma demonstrated these values throughout your interaction.
We'll be sure to pass on your kind words and thanks to Emma. We really appreciate your feedback and are glad she was able to help when you needed it most.
Kind regards,
The Customer Care Team
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