Supercover Insurance Reviews - www.supercoverinsurance.com

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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.


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★★★★☆

“Short Life”

Written on: 18/12/2014 by lrWeaver433 (1 review written)

Christmas almost sorted then my tablet died. Playlist ... gone. Movie library ... gone. I even had saved five seasons of Broadwalk Empire in case of a boredom emergency. But after a week of unsuccessfully getting a live response from my tablet I finally gave Supercover a call. It really was as simple as their instructions read. My claim 1678296 was approved the very same day. I'm devastated i have no device in time for Christmas but I'm happy with Supercover's quick and personable service… Read Full Review

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★★★★★

“i phone”

Written on: 18/12/2014 by qeDuckworth111 (1 review written)

Very happy with this service. Cheque arrived within 6 days of claim being made. … Read Full Review

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★★★★★

“Super Cover”

Written on: 17/12/2014

REF:1374477 My experience with Super cover was fast and efficient. I sent my phone off for repairs and recieved it back within a couple of days. The staff were knowledgable and very helpful throughout my claim. Customer service was excellent. Was pleased with the excess price.Everything was straight to the point and moved swiftly. The claim was dealt with in a matter of days. Put it this way,by the time I got a replacement phone my Samsung was already sent back to me.Thank you Super Cover!… Read Full Review

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★★★★★

“Super Fast and efficient service!”

Written on: 17/12/2014 by Drew284 (1 review written)

REF:1374477 My experience with Super cover was fast and efficient. I sent my phone off for repairs and recieved it back within a couple of days. The staff were knowledgable and very helpful throughout my claim. Customer service was excellent. Everything was straight to the point and moved swiftly. The claim was dealt with in a matter of days. Put it this way,by the time I got a replacement phone my Samsung was already sent back to me.Thank you Super Cover! Will definitely recommend this… Read Full Review

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★★★★★

“Brilliant service reference: 624931”

Written on: 17/12/2014 by MayaSuarez (1 review written)

Please take this as a feedback, it's been very smooth claim for me without any hassle. Its really good to see that claims can be smooth like this and insurance companies are not being pain in a neck when it comes to claims, they did a very good job keeping me posted with updates… Read Full Review

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★★★★★

“IPhone Catastrophe”

Written on: 16/12/2014 by Hunterc346 (1 review written)

I dropped my IPhone down the loo and it was beyond repair. Having contacted Supercover I was amazed at how quickly they dealt with my claim, no fuss, no big long forms to complete. All conducted either by phone or email and options offered about how I could g st a replacement, either through Supercover or by calling into an Apple store if this was more convenient for me. Superb service, quick and professional. Have told all my friends about Supercover and would recommend them to everyone. The… Read Full Review

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★★★★★

“easy, cheap and quick. ”

Written on: 16/12/2014 by Chrisbrown12345 (1 review written)

Good service the second time I used this service. Cheap considering other companies and managed to get my phone fixed within the day, and had a cheque sent to be less than 4 days after the experience. Would definitely use it again as it's saved me twice this year. 1637542 Didn't like the fact it's a premium line for claims though… Read Full Review

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★★★★★

“Excellent Service”

Written on: 13/12/2014

My Iphone 5c had a cracked screen, sent the phone off on Monday eve and received the replacement phone on Thursday morning. So happy with the service from start to finish. The girl I dealt with in customer service was also very efficient. Happy customer and would definitely recommend… Read Full Review

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★☆☆☆☆

“also still waiting for replacement iphone”

Written on: 06/12/2014 by fivriver (1 review written)

after submitting claim for stolen iphone and paying excess fee for replacement fee was told wait for 3-5 days for replacement iphone to arrive as had none in stock and apple have apparently stopped selling this iphone 5s model ,which iwas told by apple that was totally incorrect and having many of said model in stock,so i also contact said claims advisor about all this and am informed still waiting for stock and no time give when they will send my replacement,then i decide to do google search… Read Full Review

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Supercovercustomerservices's Response to fivriver's Review

Written on: 08/12/2014

Hi

We are sorry to hear of your dissatisfaction and we are surprised to hear of the delay you state that you have experienced. We can only assume that extenuating circumstances have caused such a delay. In the rare event delays beyond this timeframe occur we would provide updates on the status of the replacement.

It is very rare that we would not be able to source a replacement unit if we did not have it in stock ourselves. We apologise if this have been the case. We would in this, again rare, scenario offer alternatives openly with the claimant.
Without knowing the exact details of your claim we would be unable to comment further at this stage. We would be able to provide you with clarification or updates if you were to contact us directly, via either e-mail or telephone.

We apologise for any inconvenience caused and we thank you for your feedback as whether positive or negative we can use it to make improvements in our service where possible.

Regards
The Supercover Team

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★☆☆☆☆

“Gadget insurance hell”

Written on: 21/11/2014 by Fabio121 (2 reviews written)

Supercover are the underwriters to my policy with Adrian Flux gadget insurance.  Under £40 a year for gadget cover seemed a good offer. Until... My Laptop accidental damage claim, the policy states a like for like replacement or better where like for like is not possible if they cant repair it. It has been a dam nightmare dealing with them, to start u have to call a premium number to get through to supercover unless u call adrian flux to transfer u onwards. Regarding this claim, they… Read Full Review

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Supercovercustomerservices's Response to Fabio121's Review

Written on: 25/11/2014

Hi

We are sorry to hear of your dissatisfaction and shocked at your account of your claim. We apologise for any inconvenience caused. With regard to contacting us our team can be contacted via e-mail or online chat features as alternatives to calling.

We are surprised to hear of the delay you state that you have experienced. We endeavour to, and almost always, repair or replace items within 48 hours of receiving the damaged item. We can only assume that extenuating circumstances have caused such a delay. In the rare event delays beyond this timeframe occur we would provide updates on the status of the repair/replacement. If a damaged item cannot be repaired we will replace the item.

Without knowing the details of your claim we would be unable to comment further at this stage.

We trust that your complaints and claim have now been resolved.

Regards
The Supercover Team

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★★★☆☆

“Still waiting for my phone”

Written on: 17/11/2014 by philcollywoo (1 review written)

Phone got stolen a week last Tuesday - claim got authorized the Thursday. Now it's a week on Monday, and I still have no phone, as they have 'non in stock'. How are you expected to go without a phone for this amount of time? Worst thing, they don't know when the stock is going to arrive! The claim got handled well, but since then the service seems to be appalling (in my opinion). If you ring and chase, it's a premium rate line. I'm sat here now, not knowing how long it will be before I got a… Read Full Review

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Supercovercustomerservices's Response to philcollywoo's Review

Written on: 17/11/2014

Hi


We are sorry to hear of your dissatisfaction. It is very rare that we would not be able to source a replacement unit if we did not have it in stock ourselves. We apologise if this have been the case. We would in this, again rare, scenario offer alternatives openly with the claimant.

With regard to the cost of calling our team can be contacted by various free methods, for example e-mail or online chat features. Requesting a call back is also an option. We endeavour to reply instantaneously to queries and customer can ordinarily expect a swift response.

Without knowing the details of your claim we would be unable to comment further at this stage. We would therefore ask you to contact us directly to enable us to locate your claim details, ascertain the reasons for the delay and resolve your claim if it has not been yet.

We apologise for any inconvenience caused and we thank you for your feedback as whether positive or negative we can use it to make improvements in our service where possible. Please do not hesitate in contacting us directly should you have further queries.

Regards
The Supercover Team

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★☆☆☆☆

“NOT USE THIS RUBBISH COMPANY”

Written on: 07/11/2014 by Jeffery475 (1 review written)

i have to claims for lost 1 the very brave to taking money from my account put wine comes to replacement handset the say not have in stock so relay this company have to buy some phones and Also when you phone them on their 10p a minute phone number, thaw leave you hanging on the phone to rack up a bill and never phone back when they say they will and the send you she ti refurbished phones this is because is cheap for them never mind is financial ombudsman service is there . DO NOT USE THIS… Read Full Review

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Supercovercustomerservices's Comment

Written on: 08/11/2014

Hi

We are sorry to hear of your dissatisfaction. It is very rare that we would not be able to source a replacement unit if we did not have it in stock ourselves. We apologise if this have been the case. We would in this, again rare, scenario offer alternatives openly with the claimant.

With regard to the cost of calling our team can be contacted by various free methods, for example e-mail or online chat features. Requesting a call back is also an option. We endeavour to reply instantaneously to queries and customer can ordinarily expect a swift response.

We do not guarantee that a replacement will be new, however a replacement would be as new if it wasn’t. As we mention above we replace items with lines of communication between the claimant and ourselves open.

We apologise for any inconvenience caused and we thank you for your feedback as whether positive or negative we can use it to make improvements in our service where possible. Please do not hesitate in contacting us directly should you have further queries.

Regards
The Supercover Team

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★★★★★

“sons phone stolen last friday night in a night club”

Written on: 07/11/2014 by ninsull (1 review written)

Claim done monday phone replaced by today 4 days from claim to receipt of identical phone Prompt service claim handler informative claim done over phone no waiting for claim forms to arrive Thankyou… Read Full Review

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★★★☆☆

“Wanted phone PIN and apple ID”

Written on: 31/10/2014 by BreannaHarris (1 review written)

Have had this insurance for 10 months and went to claim this afternoon, they asked me for my phone password and apple ID! I have never had to do this before and would never consider giving this away. They offered me an alternative that involves me having to make my own way to an apple store and they will reimburse at a later date. Don't think i will be renewing my policy… Read Full Review

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Supercovercustomerservices's Comment

Written on: 01/11/2014

Hi

Thank you for your feedback. If the claim was for a damaged handset we would ask for the password as we repair or replace. Accessing the device would therefore be required. As for the Apple ID, I would assume this was claim specific. Without knowing the details of your claim we would be unable to comment fully on this.

We do offer the claimant the option of taking their damaged item to Apple directly and us reimbursing repair or replacement accordingly. Many claimants see this as a positive as they would not have to send the damaged item to us thus speeding up the process.

Again, we thank you for your feedback as whether negative or positive we can use this to improve our service where possible. Please do not hesitate in contacting us directly if you wish to discuss this matter further or if you have any further queries.

Regards
The Gadget Cover Team

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★☆☆☆☆

“Bad customer care so did not go through with claim so...”

Written on: 29/09/2014 by DylanReynolds408 (1 review written)

Bad customer care so did not go through with claim so basically lost over 150 pound insurance cover go with geek squad you will get the service you have paid for. … Read Full Review

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Supercovercustomerservices's Comment

Written on: 29/09/2014

Hi

We are sorry to hear of your dissatisfaction, however, we thank you for your feedback. We are shocked to hear that you felt the customer service received was below your expectations. We would very much like to investigate the reasons leading to you feeling this way and to the extent that you felt the need to withdraw your claim. Without knowing the details of your claim we would be unable to comment further at this stage.

We would ask you to contact us directly to enable us to locate your policy, address your claims and investigate any perceived shortcomings in our service. We endeavour to provide great customer service at all times.
We apologise for any inconvenience caused.
Regards
The Supercover Team

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★☆☆☆☆

“Worst Company and Customer Service ever. Do not touch!!”

Written on: 16/09/2014 by SCarborough160 (1 review written)

My son had his phone stolen from the local park on 14/09/14 while he was playing football. The phone was stolen out of his zipped up bag. This was reported to police and his network provider within 30 minutes of the theft. This company have refused the claim as they are saying the phone was unattended.How mind numbingly stupid If the phone was attended then IT WOULD NOT OF BEEN STOLEN!!!! Or then aqgain is it because my son is only 16 years old and the adviser thought that he wouldn't know… Read Full Review

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Supercovercustomerservices's Response to SCarborough160's Review

Written on: 23/09/2014

Hi

We are sorry to hear of your dissatisfaction however we thank you for your feedback. We are surprised at much of the content within your feedback as we endeavour to provide exceptional customer and claimant service on every call. Please contact us directly to enable us to look into this matter.
We would not be able to comment on the details of the claim itself without knowing the claim to which they refer. Again we would implore you to contact us directly to enable us to investigate, provide you with a definitive response and act accordingly.
The policy documents are sent to all customers on purchasing cover and certainly within 5 days of purchase. If you have not received them within this time please let us know and we can re-send them on request.
We thank you again for your feedback as whether positive or negative we can use this to improve our service where possible. We apologise for any inconvenience caused.
Regards
The Supercover Team

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★☆☆☆☆

“absolutely appalling!”

Written on: 09/09/2014 by AngelaMcm (1 review written)

Firstly, I sent my phone for repair about 3 weeks ago whilst trying to get the address emailed to me the advisor told me it could take up to almost 2 weeks to receive my phone back, I made a fuss about this and then he told me he would make it urgent (without much persuasion), I sent my phone on the Monday and got it back 'repaired' on the Thursday, by the Saturday my phone was broken again. The initial reason for repair was that I dropped my phone and it shattered the screen, so it was… Read Full Review

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★★★★★

“Quick, professional & no messing”

Written on: 08/08/2014 by SussexBiker (1 review written)

I needed cover for my phone and after some research I decided on Super Cover Insurance because of reviews and customer feedback. When my phone broke (shattered screen from being dropped) I contacted them to make a claim. The only problem I had was the first email I sent with an attachment showing proof of purchase was declined as it was a forwarded email which they can't accept (which to be fair, it DOES say on their T&Cs) After sending a printed copy to Super Cover via snail mail on the… Read Full Review

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★★★★★

“Good service and Thank you”

Written on: 07/07/2014 by Alan-Green95622 (1 review written)

Thank you Supercover for replacing my stolen phone… Read Full Review

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★☆☆☆☆

“Treated like a liar!”

Written on: 11/06/2014 by MyleePorterfield (1 review written)

I had 2 gadgets stolen from a car in Bristol. The company states that they will not pay out as the eveidence that forced entry was used is not good enough from the photos that were sent to them. The crime was reported to the police but Avon and Somerset Police say their policy is not come to car theft. I am left with my situation where the damage due to forced entry is disbelieved and the reason stating is that I could have done the damage myself since the theft adn I ahve no way of… Read Full Review

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Supercovercustomerservices's Comment

Written on: 11/06/2014

Hi

We are sorry to hear of your dissatisfaction. We are surprised to hear that you felt as though you were treated as a liar, this is needless to say a far cry from our intentions. We would ask you to contact us directly providing details of the occasion on which we made you feel this way .We endeavour to provide excellent customer service at all times and take the training of our staff very seriously. As such all inbound and outbound calls are recorded. Any failings would be investigated and addressed accordingly.

We do have an appeals procedure available for claimants who feel that the decision that we have made is unjust or incorrect, despite the decision being made in line with the policy wording. This is a platform for claimants to provide any information or documentation previously not supplied prior to the decision.

Without knowing your policy details or the claim in question we cannot comment fully on the declinature. As is stated in the policy wording we may, where applicable and reasonable to do so, request documentation from the claimant. We certainly do not intend to complicate any facet of a claim. We endeavour to handle claims swiftly and professionally.

We apologise for any inconvenience caused and we thank you for your feedback.

Regards
The Supercover Team

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