Supercover Insurance Reviews - www.supercoverinsurance.com

Click here if this is your business
★★★☆☆
2.8 / 5
49% of users recommend this
Click here if this is your business
  • Customer service

  • Value For Money

Comment from Review Centre

Please note Supercover Insurance have contacted Review Centre regarding the reviews published. They would like to take the opportunity of dealing with customer concerns and questions and have provided the following contact should you want to contact them directly.

"Should you have any question regarding your insurance claim, please don’t hesitate to contact us with your claim number on: reviewcentre@supercoverinsurance.com"

Supercover Insurance

Should you have a complaint with Supercover Insurance and wish it to be addressed then please note your Insurance Claim Number in your review.


? Ask our helpful community of experts about this product or company
Supercover Insurance www.supercoverinsurance.com - Ask a question now

Media Gallery for Supercover Insurance www.supercoverinsurance.com

Supercover Insurance www.supercoverinsurance.com

Refine your search

Use the tools below to refine your search by only displaying reviews with a certain number of star ratings or to only show reviews from a certain time period. Eg click on '1 star' to just display the reviews we have which received a 1 star rating click or 'Within the last month' to display just reviews posted over the last month.

★★★★☆

“Good service but could be dealt with quicker”

Written on: 26/10/2013

I received very helpful and good service from everybody I dealt with my only problems were that i gave all the details of the claim over the phone all very detailed and then I was sent a form to repeat it all again,whilst I understand the reviewer going over the details direct I think the form could be filled out on the initial call as they are typing it anyway then we can sign it and email back.... But the customer service was very good. I did think the replacement was within 48 hours not… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“Rubbish”

Written on: 25/10/2013 by slouiseg (1 review written)

I have tryed to get my phone fixed since June this year, I'm now waiting for it to get to me as it was sent to the wrong county!! I've spoken to the most useless people via email even to be told they have tryed to contact me on my moblie when they still have it! Useless, unhelpful and it would be cruel for me to advise anyone to use them!… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Supercovercustomerservices's Response to slouiseg's Review

Written on: 28/10/2013

Hello

We are sorry to hear of your dissatisfaction. We would very much like to investigate the reasons for this delay and the sending of your handset to the wrong address. Our procedure is to send any items to the address the customer provides, however without knowing the reasons for any delays or errors, we cannot comment further at this time. We do however apologise for any inconvenience you have experienced and would request that you contact us with your reference number in order for us to investigate a little more thoroughly.

Regards
The Supercover Team

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review Read 1 Comment
★★★★☆

“Claiming is easy”

Written on: 22/10/2013

No one likes making an insurance claim, but Supercover made the experience quick and painless. From first contacting them to make my claim, to receiving a replacement mobile phone took eight working days. All the staff I dealt with were friendly and helpful. Definitely recommend them… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“Very disappointed!!!”

Written on: 14/10/2013

It has been more than a month since I claimed for my stolen phone. Took them ages to proceed and it was meant to take two days. Two weeks ago I paid an excces for the replacement phone, unfortunately still not with my althought they said I will get whithin 5 working days. After I called them again they appologized for delay and said I will receive it early this week . It is Saturday now and no sign of any delivery. Just rubbish!!!!!… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Supercovercustomerservices's Comment

Written on: 16/10/2013

Good Afternoon

We are sorry to hear of your dissatisfaction with regards to the time it took for your claim to be resolved. Without knowing the exact details we are unable to comment on the reasons for this excessive delay, however, we would like to clarify that we endeavor to resolve claims within 48 hours of any required documents and/or information being received. If this was not the case we do apologise for the inconvenience this has caused you and would request that you provide your reference number in order for us to investigate and organise a replacement for you as soon as possible.

Please get in touch with us so we can look to improve our service.

Kind Regards
The Supercover Team

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review Read 1 Comment
★☆☆☆☆

“RUBBISH COMPLETE LACK OF CUSTOMER CARE!”

Written on: 12/10/2013

I have a policy for Gadget Insurance that clearly states Accidental Loss as well as Theft, I have had to make a claim unsure if lost or theft by pick pocket, Supercover refused my claim as they said I was not covered for Accidental Loss despite my telling them my policy in my hand states I am covered, I have had to telephone, email constantly to first appeal, then this was refused again, they do not call me, I have had to continuously chase this up, I involved the Insurance Brokers who sold the… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Supercovercustomerservices's Comment

Written on: 16/10/2013

Good Afternoon

We are sorry to hear of your dissatisfaction at the service you received, if you would kindly provide your reference number then we will be happy to clarify the issues you have raised.

Please get in touch with us so we can look to improve our service.

Regards
The Supercover Team

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review Read 1 Comment
★★★★★

“Great!!”

Written on: 10/10/2013

I was very pleased with the assistance I received. Members of staff were helpful and polite. Completed details over the phone, so less stressful having not to complete claims form. Received a replacement within 2 days. Great job!!!… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★★★★☆

“Helpful”

Written on: 10/10/2013 by JJC89 (1 review written)

The team were very helpful in sorting out getting me a new phone and were fairly quick at getting back to me. I'm very happy with the service given… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★★★★☆

“Very quick”

Written on: 02/10/2013

The claim process was clearly explained and the response was pretty fast within the next day. Delivery of the replacement was delayed by a day from the actual committed time..Else would have given them a 5er... :) … Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“UNSATISFIED CUSTOMER!!!!!!”

Written on: 20/09/2013

Dropped my phone and smashed the screen so I rang the insurance to make a claim and they said i have to pay for £25 which i did and they will send me a claim form through e-mail by the end of the day.after couple of days i didn't recieved any e-mail so have to rang them so many times for that silly e-mail!and my phone bill is gone up now!!took me a month to processED..now have to wait for 5-6 working days to get my phone back!TERRIBLE SERVICE!!!!… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Supercovercustomerservices's Comment

Written on: 20/09/2013

Good afternoon,

We are terribly sorry to hear of your unsatisfactory experience whilst making a claim. It is by no means our intention to make the claims process a difficult one and we do apologise for any inconvenience caused as a result of the delays.

It is outlined in our policy wording that any claim placed is subject to an excess fee, this is a standard industry requirement. However, this is only charged once the completed claim form is received from our customer, not before the claim form is sent to you.

If you would like to provide your claim reference number we will be more than happy to look into the delay in emailing the claim form to you. These are usually sent to our customer straight after the call during which you initiate the claim and I am sorry if this was not the case for you.

The attempted repair of your handset should take around 3 working days, depending on the make and model, but please do not hesitate to contact us via email should you have any queries in the meantime.

Once again, we would like to sincerely apologise for the inconvenience caused thus far.


Kind regards,


The Supercover Team

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review Read 1 Comment
★★★★★

“Son accidential dropped his PSP”

Written on: 17/09/2013

Claim Reference - sc153175 I found the staff friendly and helpful with the claim to replace my son PSP which he accidential fell out of the case and fell to the floor. On contacting Supercover the claim dealt within 24 hours from the time I first made the call. The service I received was excellent. Thank you for making this process so simple and easy. … Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★★★★★

“From a satisfied customer”

Written on: 13/09/2013

Very efficient and prompt processing of my claim. Telephone staff intelligent and courteous. Very prompt despatch of replacement camera. Thoroughly satisfied… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★★★☆☆

“Took too long”

Written on: 11/09/2013

The process was clearly explained and all correspondence received was good but the process as a whole has taken over a week which I think is too long for an easy case of theft. I provided a police case number the form and proof of purchase so I think it should have been process well within the 48 hours as claimed in the initial letter. I also wasn't aware there would have been the option to upgrade. By the time it was offered I'd been waiting so long that I couldn't really afford to wait and… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Supercovercustomerservices's Comment

Written on: 13/09/2013

Hi,

We are sorry to hear of your disappointment with the service provided during your recent claim. We do aim to process all claims within 48 hours but this is from when all documents for the claim have been received.

If there was a delay with your handset I would assume that you had claimed on an Apple iPhone as you may be aware there is a nation wide shortage in these devices given the high demand. We do not ordinarily offer upgrades but if the original model of handset is not available then we do use this as an option should one of a higher specification be available in order to try and speed up the process. This applies to all handsets whether Apple or not.

If your claim was not made on a different make then please do provide me with your reference number and I can investigate the cause of the delay for you.

I would like to apologise for any inconvenience you suffered as the result of your claim. Should you have any queries at all, please do not hesitate to get in touch.

Kind regards,

The Supercover Team

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review Read 1 Comment
★☆☆☆☆

“COMPLETE RIP OFF!!!! DON'T NOT USE!!”

Written on: 05/09/2013 by Deezxx (1 review written)

I strongly advise people not to use this company they are a complete rip off, I had my phone stolen from me wen out shopping with my 9 month old baby and my phone was on top of my buggy in a compartment, they rejected my claim and said that it was basically my thought that it had got stolen and it was out of arms reach witch is aload of rubbish!!! You don't push a buggy out of arms reach and would never leave my buggy unattended! Iv had nothing but agg from this company ever since, after they… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Supercovercustomerservices's Response to Deezxx's Review

Written on: 06/09/2013

Hello,

We are terribly sorry to hear of your unsatisfactory experience whilst making a claim. It is by no means our intention to make it difficult for our customers to successfully claim on their items and do trust that the decisions made were in line with your Terms and Conditions.

That said, if a claim is declined you can appeal the decision by emailing us and your claim will be reviewed within 3 working days. In the appeal you should outline the reason/s you disagree with the decision along with providing any further information that may allow us to alter the decision. Please do not think this is not worth if you do have further information to provide or strongly feel the decision was unjust.

With regards to your payments, if you no longer have an item to insure then your payments made after the claim can most certainly be refunded to you and I am sorry if you have been advised otherwise. Please do get in touch with your reference number and we will contact you shortly after.

Once again, we would like to sincerely apologise for any distress this has caused you and hope to hear from you soon.


Kind regards,


The Supercover Team

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review Read 1 Comment
★★☆☆☆

“Just put a claim in ”

Written on: 03/09/2013

Having read the reviews about this company I am rather worried as I have just put a claim in & the majority of reviews do not bode well ! Don't get me wrong so far the customer service team have been very helpfull I'm just waiting for a decision ( fingers crossed )… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“get insured to see the hell”

Written on: 30/08/2013

nearly took 1month to deal with my insurance and atlast declined it and hadnot informed till i call back them...this is the kind of response that they give to the customers...it was a bloody hell insurance they made me cancelled my other insurance took money from my account before the agreed date...i strongly recommend not to go for this insurance… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Supercovercustomerservices's Comment

Written on: 02/09/2013

Hi,

Thank you for your comments, we are sorry to hear that your claim has not worked out in your favour. We do trust that the decision was made taking into consideration the information provided and the Terms and Conditions of your policy.

As with any declined claim, you do have the opportunity to appeal the decision by emailing usm. Your appeal should contain any further information you may be able to provide in order to allow us to alter the decision and/or the reason/s why you disagree.

We would like to apologise if the Direct Debit was taken from your account before the scheduled date and if you would kindly provide your reference number we will be more than happy to investigate this for you.

Once again, our most sincere apologies for any distress this has caused you. We hope to hear from you soon.

Kind regards,

The Supercover Team

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review Read 1 Comment
★★★★★

“calm down”

Written on: 30/08/2013

Okay first off, everyone on here seem to be pointing out the negatives, excess fee of £25 wether its lost stolen or a chip on the screen, THAT is an excess fee. Secondly some guy was complaining about how none of the 3 pho es he had insured with them he had been able to claim. WHY DID YOU TAKE 3 OUT THEN? At the end of the day I have found them to be as good as any other insurer and much better than protect your bubble who's small print is sneaky as hell. Got mine from a telesales bloke… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“Rubbish”

Written on: 17/08/2013

I am overall responsible for the company mobiles, this is the third claim I have tried to make which includes a personal one for my son. All have been denied. The first was personal and as the phone had been used after it went missing they say HE must have used it, the thief used it! just an excuse. The most recent one was another excuse that the phone had not being properly looked after when it was lost! Don't waste your money, self insure its by far a money saver. This company should be… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Supercovercustomerservices's Comment

Written on: 02/09/2013

Hi,

We are terribly sorry to hear that your experience with Supercover has been less than satisfactory. We by no means intend to make it difficult for our customers to successfully claim on their items and do trust that the decisions made were in line with your Terms and Conditions.

If a claim is declined you can appeal the decision by emailing and your claim will usually be reviewed within 3 working days. In the appeal you should outline the reason/s you disagree with the decision along with providing any further information that may allow us to alter the decision. Please do not think this is not worth if you do have further information to provide.

Once again, we would like to sincerely apologise for any distress this has caused you and hope to hear from you soon.


Kind regards,


The Supercover Team

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review Read 1 Comment
★☆☆☆☆

“This 'insurance' was put on the phone when I bought...”

Written on: 08/08/2013

This 'insurance' was put on the phone when I bought it, I was told I got a couple of months free, and to then cancel it when the free period ran out. Since I never received any paperwork, text or email with any contact details or terms and conditions, I didn't cancel it. I just broke the screen on my phone, and remembered I still have the Insurance, so went to the shop where I bought the phone and they gave me the Supercover number to call. I called and my details were taken, and I was told… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Supercovercustomerservices's Comment

Written on: 02/09/2013

Hi,

Thank you for your comments, we are sorry you feel that the service provided was not fit for your needs.

Unfortunately, like with any insurance provider, any claim made is subject to an excess fee. The excess fee is in place to cover things like admin and other costs. I understand it is possible to get something simple like a cracked/broken screen fixed/replaced at the market or via eBay but please understand that this would usually not come with a warranty on that repair or replacement and further to that, the repair provider may not have the regulation of a registered company.

We would like to apologise once more for the dissatisfaction you feel towards our company and hope we have been able to provide clarity on the matter.

Many thanks,

The Supercover Team

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review Read 1 Comment
★★★★★

“The first thing I noticed was the rapid response to my...”

Written on: 07/08/2013

The first thing I noticed was the rapid response to my email and the lovely girl that called me who was extremely polite . One of the things that caught my attention and which I did not expect was the polite letter apology for the lateness of the repair when in fact it had been only one week! That was a nice touch. The service was excellent throughout and I would certainly recommend Supercover to anyone else. In fact I have already. Greta job, really! Many thanks for the great service. Mr… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review
★☆☆☆☆

“So I bought a new phone in June and got insurance with...”

Written on: 06/08/2013 by MilkyWay17 (1 review written)

So I bought a new phone in June and got insurance with the geek squad. A week later I got a call from 'the geek squad' telling me my insurance will go down to £8.99 instead of the £14.99, great I though! But I was a little surprised that this month £26.97 was taken from my account by super gadget insurance. Strange I'd never heard of the company. So I have them a ring at 10p per minuet...to find they got my details from some other company I'd never heard of. So I asked for a number for this… Read Full Review

If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.

Supercovercustomerservices's Response to MilkyWay17's Review

Written on: 02/09/2013

Hi,

Thank you for your comments, I am terribly sorry for the unsatisfactory experience you have had whilst coming on board with us.

Supercover Insurance Ltd is a policy administrator and therefore we do not sell the insurance to you. We have a number of Dealers who sell the policy whether this be online or over the phone. You were contacted by one of our Dealers offering you a better deal than the one you had at the time. Each Advisor from that Dealer has a script which must be followed and in that script, they are to advise the customer where they are calling from and that they are in no way affiliated with the current insurance provider.

If this was not the case during your call, I do apologise but in order for us to confirm it, we would need to obtain the call recording.

If you could provide your reference number we will be more than happy to request this for you and contact you shortly after.

Kind regards,

The Supercover Team

Reply to this comment
If you are commenting on behalf of the company that has been reviewed, please consider upgrading to Official Business Response for higher impact replies.
Report this review Read 1 Comment
overview