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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
Company replied
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
464 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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Thought i got a new phone
I thought it was a replacement phone for a new screen. Even the back was replaced? Thank you so much highly recommended
June 12, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Thomas
Thank you so much for your lovely feedback! We're really glad to hear you were happy with the service. Yes, in some cases we replace both the screen and the back to ensure your phone looks and works like new—so it's great to know you noticed! We truly appreciate your recommendation and hope to help you again in the future.
Kind regards
Hayley
Amazing Customer Service
Charli was friendly and very helpful with my query! Clear and responded quickly.
June 5, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hey Liv,
Thank you for your lovely feedback! We're so pleased to hear that Charli was friendly, helpful, and quick to respond to your query. We’ll be sure to pass along your kind words — it’ll mean a lot to her!
If you ever need anything else, we’re always here to help.
Kind regards
Hayley
Craig was very helpful and supported me…
Craig was very helpful and supported me to register my new phone on existing policy without any stress.
June 5, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hello Helen,
Thank you for your kind words! We're so pleased to hear that Craig was able to support you in registering your new phone with ease and without any stress. We’ll be sure to pass on your feedback — it’s always great to hear when our team makes a difference!
If you need anything else, we’re just a message away.
Kind regards
Hayley
Amazing customer service
Amazing customer service. Have chained my plan twice and used the phone service- Both the representatives were super helpful and friendly. Spoked to Tony today who Changed my plan in less than 5 minutes for me! Will continue to be a customer as I am so Impressed with the service!
June 4, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hello Ella,
Thank you so much for your kind words! We're thrilled to hear that you've had such a positive experience with our customer service team. It's great to know that both representatives were helpful and friendly, and we're especially glad Tony was able to assist you so quickly and efficiently. We truly appreciate your loyalty and look forward to continuing to provide you with excellent service!
Kind regards
Hayley
I called and changed the handset on my…
I called and changed the handset on my policy and it was easy and straightforward.
June 2, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Anthony,
Thank you so much for your feedback!
We're really glad to hear that changing your handset on the policy was easy and straightforward. We always aim to make our processes as smooth and hassle-free as possible, so it's great to know we hit the mark. If you ever need anything else, we're just a call away!
Kind regards
Hayley
Very helpful
Very quick to pick up phone
Very helpful lady called Lisa
Talked me through the steps to upgrade my phone insurance
Kind helpful and efficient
June 2, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for your kind words! 😊 We're so glad to hear that your call was answered quickly and that Lisa was able to guide you through upgrading your phone insurance with kindness, efficiency, and care. We'll be sure to pass along your appreciation to her — feedback like this truly means a lot to our team!
Kind regards
Hayley
Reply from Citymain Administrators Ltd
Hi Chris,
Thank you for your kind words! We're so glad to hear that you found our staff both efficient and friendly — that’s exactly the experience we aim to provide. We're always here if you need anything!
Kind regards
Hayley@insurance2go
Wonderful help!
I have been so impressed with the quick, caring and confident advice and help given to me. The guidance given was clear and the information being asked for was presented in a way that I could understand and act upon.
I am particularly grateful to George whom I spoke to when making the initial enquiry for my claim and he was so calm and patient and also knowledgeable. He arranged to call me back after the weekend and did so at the time he suggested. His manner and caring nature shone through. Thank-you!
May 26, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hey Martin,
Thank you so much for your kind and thoughtful feedback. We're absolutely delighted to hear that you felt supported and well-guided throughout your experience with us.
A special thank you for highlighting George—he’ll be so pleased to know that his calm, patient, and knowledgeable approach made such a positive impact. We’re proud to have team members like him who truly care about our customers.
If there’s anything more we can do for you in the future, please don’t hesitate to reach out.
Kind regards
Hayley
Great service from the team at…
Great service from the team at citymain. Very helpful upon phoning up and were quickly able to get my claim resolved after issues with royal mail. The repair was extremely quick with nearly a brand new looking phone received by myself and delivery was next day being even better!
May 10, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hey Blake,
Thank you so much for your kind words! We're thrilled to hear that you had a great experience with our team at Citymain. It's fantastic to know that we were able to assist you quickly and effectively, especially with the Royal Mail issue. We're also glad the repair exceeded your expectations and that your phone feels like new again!
Your feedback means a lot to us and motivates the team to keep delivering top-notch service. If you ever need anything else, we're just a phone call away.
Kind regards
Hayley
Spoke to a wonderful women called Lisa
Spoke to a wonderful women called Lisa, she chased everything up and got it sorted and new device posted within a couple of hours
A women of an amazing character and humour
May 23, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for sharing such kind words!
We’re absolutely delighted to hear that Lisa was able to support you so efficiently and with such warmth. She truly is a gem, and we’ll make sure your praise reaches her—it will mean the world to her! It’s wonderful to know her character and humour made your experience even better. If you ever need anything else, we’re just a call or message away.
Kind regards
Hayley
Had an emergency .......
Had an emergency. Helen at Citymain Administrators understood instantly and guided me seamlessly through the process. Calmed me down - provided a solution - went to approval results in double quick time. Outstanding service.
The best and fastest engagement I have ever had with an insurance company.
Great job.
Thank you The Team at Citymain Administrators.
Thank you Helen.
May 16, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you so much for your kind words and for taking the time to share your experience!
We’re absolutely delighted to hear that Helen was able to support you so effectively during your emergency. At Citymain Administrators, we understand how stressful these situations can be, and it’s wonderful to know that Helen’s calm and efficient guidance made a real difference for you.
Your feedback means a lot to us and will certainly be shared with Helen and the rest of the team. We’re proud to have been able to provide the fast and outstanding service you described—it’s exactly what we strive for every day.
Kind regards
Hayley
Claim was real easy to put through and…
Claim was real easy to put through and when I got a bit confused Lisa on the phone sorted me right out and explained it all - got it sorted over the phone.
May 14, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hey Dexter,
Thanks for the fab 5 stars and it is great to hear that Lisa was able to support you during the claims process. If you need any further help please do not hesitate to get in touch.
Kind regards
Hayley
Great service from start to finish.
Great service from start to finish.
Advisor Greg was very helpful and made everything so easy.
Seriously recommend getting all gadgets insurance through them as brilliant service and cheapest by far.
May 10, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hello Miss O'Hara
Thank you so much for the top feedback for my colleague Greg, I will make sure it is passed on to him. and I'm sure he will really appreciate it.
Kind regards
Hayley@insurance2go
Great customer service and human approach
Great customer service all round. I’ve made a call which was answered promptly and professionally (in the day and age when it’s become a normality to wrestle with AI bots to get your queries resolved, if you’re lucky).
An advisor called Greg took a kind and human approach to my issue and was helpful and reassuring whilst stating all the facts clearly.
As promised, I received a phone call the next day by the same advisor who delivered good news that my query has been resolved in my favour. They’ve truly understood my needs and issues as a customer and took a personalised approach to my problem instead of the ‘computer says no’ approach that one can often receive from this type of companies.
Thank you Greg and the team!
May 9, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hey Kate,
What a lovely review and il be sure to forward on your feedback to Greg.
We pride ourselves on providing our customers with the very best level of customer service which can only be delivered by real humans.
Kind regards
Hayley@insurance2go
Only had the policy a few days before…
Only had the policy a few days before unfortunately had to make a claim & they were brilliant, guiding me through the whole process & paid out in full. Highly recommend.
May 8, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for taking the time to leave us a fab 5 stars for our claims process, we really do appreciate it.
Kind regards
Hayley@insurance2go
I have ADHD and Lisa handled my calls…
I have ADHD and Lisa handled my calls so well and honestly made a massive difference in my mood and gave me lots of reassurance which was soooo nice of her. Because of Lisa i didnt have to wait too long (2 days) without a phone. I am grateful to
Lisa and honestly shes like a breathe of fresh air so comforting. THANK YOU LOADS LISA YOUR AWESOME KEEP DOING YOU!<3
May 6, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you so much for taking the time to leave feedback for my lovely colleague Lisa! Your kind words are really appreciated and I shall make sure this feedback is passe don to her.
If there is anything else that we can help you with do give us a shout :-)
Kind regards
Hayley@insurance2go
My customer service agent was…
My customer service agent was exceptional and went above and beyond. It’s so good to be able to talk to an actual person as I struggle with the Internet
April 22, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hi Chris,
Thank you so much for your kind words! We're thrilled to hear that our customer service agent provided exceptional support and went above and beyond to assist you. We understand how important it is to have a real person to talk to, especially when navigating the Internet can be challenging. Your feedback is greatly appreciated, and we're here to help whenever you need us. If you have any other questions or need further assistance, please don't hesitate to reach out!
Kind regards
Hayley
Great service again
Once again, fantastic experience, call answered promptly, Greg was very helpful & knowledgeable. All sorted in under 10 minutes.
Amazing, thank you
March 19, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hello My Phelps,
Thank you for your wonderful feedback! We're thrilled to hear that Greg provided such prompt and knowledgeable assistance, and that everything was sorted so quickly. It's great to know you had another fantastic experience with us. If you need any further help, we're always here for you. 😊
Kind regards
Hayley
I have been with Insurance2go for many…
I have been with Insurance2go for many years and today I had to claim for the first time after an accident, however there was some issues with my account (from my side) and the gentleman Greg who I’ve spoken to went above and beyond to make sure everything is ok and he didn’t have to. He was incredible and very sympathetic towards my situation and i am forever grateful. I just wanted to thank him again here for doing a great job and I greatly appreciate what he did for me. I totally recommend insurance2go.
March 6, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Hey Arash,
Thank you so much for sharing your positive experience with Insurance2go! We're thrilled to hear that Greg was able to assist you so effectively during your claim process. It's wonderful to know that he went above and beyond to ensure everything was sorted out, especially given the issues with your account. Your kind words and recommendation mean a lot to us, and we'll be sure to pass along your gratitude to Greg. We're here to help whenever you need us, and we truly appreciate your continued trust in Insurance2go.
Kind regards
Hayley
CityMain: Insurance2Go. Amazing Customer Service.
Insurance2Go, under CityMain...
Exceptional customer service from James. 13 minutes to setup a new policy/policy modification, confirm all my account details were correct, pay to cover the upcoming DD payment: And then the call was over... He is a Legend! Perfect.
February 27, 2025
Unprompted review
Reply from Citymain Administrators Ltd
Thank you for sharing your experience with Insurance2Go under CityMain! We're delighted to hear about the exceptional customer service you received from James. It's great to know that he was able to efficiently set up your new policy, confirm your account details, and handle the payment in just 13 minutes. We'll be sure to pass on your kind words to James – he truly is a legend! If you need any further assistance, please don't hesitate to reach out. 😊
Kind regards
Hayley
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.