Supercover Insurance Reviews - www.supercoverinsurance.com

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★★★☆☆
2.8 / 5
48% of users recommend this
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  • 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.


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★☆☆☆☆

“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

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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

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★★★★★

“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

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★☆☆☆☆

“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

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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

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★☆☆☆☆

“Huge ripoff”

Written on: 31/07/2013 by DamionCulpin (1 review written)

I would advise any one who is thinking of taking a policy out from this company to go else where. They are uttley useless. I had to claim after my phone was stolen from me. After taking well over a week to process my claim they then told me because the phone was on the table in-front of me when it was stole they have to reject the claim. Then to cancel the claim they said you have to send them a written request an include your policy details with them in order for them to close your account… Read Full Review

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Supercovercustomerservices's Response to DamionCulpin's Review

Written on: 02/09/2013

Hello,

We are very sorry to hear that your experience whilst trying to claim was less than satisfactory. It is by no means our intention to make claiming for a replacement handset a difficult one and I am confident the decision made was in line with your Terms and Conditions.

In order to cancel you can do this via email or post and I am sorry that this process was confusing and difficult for you. I would like to apologise for any inconvenience this caused you as a result.

Should a claim be declined you do have the option to appeal the decision. This can be emailed and should include the reason/s as to why you disagree with the decision and/or offering more information that may allow us to alter the decision. Appeals are reviewed usually within 3 working days.

Once again, our most sincere apologies for the inconvenience this has caused you thus far.

Kind regards,

The Supercover Team

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Damionculpin's reply to Supercovercustomerservices's Comment

Written on: 04/09/2013

Its all well and good saying its in the terms and conditions but when you dont inform me of them when i set upbthe claim or give me any direction to where i could find it how would i know? My policy was set up via the phone and that was not mentioned. As to my claim i already cancelled as soon as i relised i had been paying for the last year for nothing. Just makes me happy i wasnt with you longer before you screwed me over.

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Supercovercustomerservices's reply to Damionculpin's Comment

Written on: 04/09/2013

Hi,

Thank you for your response.

During the sales telephone call you are advised that your policy information will be posted to you. Had you not received anything you are more than welcome to contact the company through which you purchased the policy and request another copy is sent out.

Having not heard anything from yourself or the dealer, we would assume these had reached you. I would again like to apologise if this was not the case.

Your claim was very recent and although you have cancelled your policy, you were paid up to the time of the claim so you can actually still appeal the decision if you would like to. Once again, this can be emailed to us.

Many thanks for your time,

The Supercover Team

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★☆☆☆☆

“Misleading advertising”

Written on: 30/07/2013

My son 'lost' his phone whilst out in Newcastle one evening. It's an iphone. He reported the 'loss' to the police , probably stolen but this could not be proven. He completed the form for Supercover and was told that he had not taken out the extra insurance for 'loss' and so was not covered. I (mother) took over at this point as it was my money that was paying for the insurance.I had looked at the supercover website and it clearly states that ' if you lose your mobile phone we will replace… Read Full Review

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Supercovercustomerservices's Comment

Written on: 02/09/2013

Hi,

We are sorry to hear that you and your Son's experience has been less than satisfactory whilst trying to make a claim.

We by no means intend to make it difficult for our customers to claim and do try to ensure all advertising is clear and not misleading in any way. Please can you provide the website through which the policy was purchased in order for us to investigate internally?

If a claim is declined you are more than welcome to submit an appeal outlining the reason/s you disagree with the decision and providing any more information that may allow us to alter the decision. An appeal can be submitted.

Many thanks,

The Supercover Team

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Wordsfailme's Comment

Written on: 07/09/2013

An appeal was submitted at the time and rejected within 24 hrs!
I spoke to several people including a supervisor and it was evident that a script was being read or had been read so many times it didn't even need to be read. I am writing to the CEO when I return from looking after my ill Father and I will be interested if he has the same script!!

The mobile was insured through Gadget-cover.

Regards,

K.Wilson

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Supercovercustomerservices's Comment

Written on: 09/09/2013

Hi,

I am very sorry the claim didn't work out in your Son's favour following the appeal.

If your Son purchased the policy through Gadget-Cover then this would have been through their website. Loss is not automatically covered, it is something that must be purchased for an additional premium and we do believe we have made this very clear on the website.

On the home page where we list what is covered, it says “Optional Loss (mobile phones and iPads only)", in the FAQ’s under ‘What is covered under the policy’ it reads “Accidental Loss for mobile phones and iPads only (Optional additional £1 per month for a mobile or £2 per month for an iPad)” and during the quote/purchase process when entering the details for the item to be insured, under where your Son entered the item value there is a very clearly marked box in which it reads “add Loss cover for only £1.mo. per mobile phone or £2/mo. per iPad”.

I am sorry if you feel that this was misleading but we have tried to make it as clear as possible that loss is not automatically covered. Unfortunately if your Son did not opt to purchase the loss cover then we would be unable to process his claim for a lost mobile phone.

Kind regards,

The Supercover Team

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Wordsfailme's Comment

Written on: 09/09/2013

It's another script - there's a surprise!! I have had all these words before!! My son said there was NOT an option for additional cover otherwise he would have taken it. This is wasting my very valuable time. I will contact the CEO and then go further after this.

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Supercovercustomerservices's Comment

Written on: 09/09/2013

Hi Mrs Wilson,

Many thanks for your time. Should you require any further information, please do not hesitate to get in touch.

Kind regards,

The Supercover Team

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★☆☆☆☆

“no trust them”

Written on: 28/07/2013 by danakarim (1 review written)

they lair dont trust them my i lost my phone they not give me bk no body truse them… Read Full Review

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Supercovercustomerservices's Response to danakarim's Review

Written on: 02/09/2013

Hi,

We are sorry to hear that your experience has been less than satisfactory.

If your claim was declined you are more than welcome to submit an appeal explaining the reason/s as to why you disagree and/or providing further information that may alter the decision. An appeal can be submitted.

Many thanks,

The Supercover Team

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★☆☆☆☆

“wont pay due to there incompatance and Vodafone ”

Written on: 14/07/2013

Lost my mobile phone on the Sunday night tried contacting Vodafone sunday monday and tues but either kept getting disconected or could not get hold of an agent due to high call volumes and being told to call back. I then called supercover insurance on the Monday morning and was told i would receive my forms and they will tell me what to do. Upon receiving my forms on the Tuesday it said that the phone should be blocked from the provider as soon as possibal which i had been trying to do for 2… Read Full Review

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Supercovercustomerservices's Comment

Written on: 02/09/2013

Hi,

Thank you for your comments, we are very sorry to hear that your experience whilst claiming has been less than satisfactory.

As with any declined claim, you have the option to appeal in which you can provide further information to allow us to alter the decision and/or explain the reason/s why you disagree with the decision.

If you purchased your policy online, your confirmation email and Terms and Conditions are emailed out to you shortly after the policy is purchased. This email is sometimes directed straight to your Spam Folder which may be why you have not seen it. If your policy was purchased over the phone or in store, the documents are either emailed or posted to you but either way, this is specified at the point of sale. Had you been expecting your policy documents in the post and they did not arrive, we would ask that our customers do not hesitate in contacting us to chase these up as there are times when things go missing in transit.

That said, we do hope that your claim has worked out in your favour. The annual premiums are something that are due if you have claimed during your insurance year and opted to pay your premiums monthly. This is stipulated in your Terms and Conditions though we do understand you have advised these never reached you.

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

Kind regards,


The Supercover Team

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★★★★☆

“Good service BUT”

Written on: 03/07/2013 by jonestv (1 review written)

Overall the service was great,the only BUT is that I don`t have a problem paying the excess. You then send out a jiffi bag but the customer then has to pay the postage which they haven't been told about. There you go I`ve had my rant for the day,keep up the good work. Regards Gareth Morgan… Read Full Review

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★★★★☆

“Replacement handset”

Written on: 01/07/2013

The first claim I had I got a replacement handset which was terrible. Happy to accept my money but service was terrible. Got it repaired twice and paid an XS each time. This claim, I got a new handset which seems much better!… Read Full Review

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★☆☆☆☆

“Poor quality repair, Slow, AVOID AT ALL COSTS!”

Written on: 19/06/2013

I purchased a new phone through Vodafone and promptly after I set up the handset I was called by an unknown number claiming to be "Vodafone insurance", offering to setup insurance on my new phone. I was under the impression that this was insurance offered by Vodafone as I had selected to be covered by them when I purchased the phone online, plus they already knew my details such as name, address and the phone I had just purchased, so there was nothing to be suspicious of right? WRONG! this was… Read Full Review

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★☆☆☆☆

“Stay away at all costs”

Written on: 14/06/2013 by Rhzzl (1 review written)

This company operates under many names, so if you take out any gadget insurance read your welcome packs/ terms and conditions. If you see that Cumberland house address at all. Cancel the insurance AS SOON AS YOU CAN! This company will do everything in its power to ensure you end up with nothing. They boast a 48 replacement for phones which is a joke. They send out reconditioned phones (which is fine) but they are in the worst quality you could ever imagine and DO NOT WORK. They make you go all… Read Full Review

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★★★★★

“Broken Wii u Gamepad”

Written on: 08/06/2013

Thanks. The person dealing with my claim was very polite on the phone and explained everything in great detail when i wasn't to sure. I Will definitely always be a customer of yours. The claim was dealt with fast and officiant. I was extremly happy with the level of customer care… Read Full Review

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★☆☆☆☆

“AWFUL COMPANY, rude, unhelpful, SLOW”

Written on: 03/06/2013 by snorville1 (1 review written)

I purchased insurance from mobileinsurance.co.uk a couple of months ago. I wish I hadnt. Last month I smashed the screen on my Iphone 5, I called a couple ofdays after the inicdent to make my claim. Everything seemed fine,and they said a pack would be sent out to send the phone to them. A week later and I still hadnt received anything through the post (Oh no wait I did, it was the welcome pack that shuld have been sent 2 months previously!). So I called them, only to be told that they were… Read Full Review

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★☆☆☆☆

“honesty doesn't pay”

Written on: 02/06/2013

if i had said my mobile was lost it would be replaced but because i told the truth of how it was stolen - i was told no replacement will be made! Have cancelled my policy and will tell everyone to steer clear!… Read Full Review

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★★★★★

“Water Damaged Samsung Galaxy S2”

Written on: 31/05/2013 by gregmcghee (1 review written)

Replaced within a week, outstanding!!!!! but though all I had to pay was the £25 excess, postage is not included in the special delivery envelope which they send out. Not a big deal, but i should have been told. Would definitely recommend to a friend, 5 stars… Read Full Review

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★★★★★

“exceptional service for Loss phone”

Written on: 25/05/2013 by suzannecoley1 (1 review written)

my phone was lost so i called supercover insurance. They told me i will get a new phone within 48hrs and waited for 3 days and no phone came through the post. I was frustrated and called them and spoke to one of the advisers who's name was Husein. Who was very bubby and brightened up my day. He told me that there was nothing to worry about and my claim has been authorised and i will get a replaced phone for just £50!! which was substantial and i got a phone come to me within 2 working days… Read Full Review

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★★★★★

“good”

Written on: 22/05/2013 by nigbam82 (1 review written)

phoned regular, the conversation was easy understood… Read Full Review

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★★☆☆☆

“The length of the time to authorise the claim was to...”

Written on: 16/05/2013

The length of the time to authorise the claim was to long, my claim has gone on for about 1year. Not being specific enough in the details you need from me. Possibly took longer due to it being a contract phone. Not changing details after I* gave the new ones… Read Full Review

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★★★★☆

“This is one of the best insurance companies. My claim...”

Written on: 13/05/2013

This is one of the best insurance companies. My claim was passed in two days and a received my phone with in a week. The replacement hand set was really good. And i like the services that they provided me… Read Full Review

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★★★★★

“iphone cover”

Written on: 08/05/2013

Good value cover, easy to set up, peace of mind… Read Full Review

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Supercovercustomerservices's Comment

Written on: 09/05/2013

Thanks for the great review!

The Gadget Cover Team

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