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★★★☆☆
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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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★★★★★

“Excellent ”

Written on: 14/03/2014 by Debbiem68 (2 reviews written)

Ref 159660 Five star service Brilliant communication from advisor Money in bank within a few days … Read Full Review

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★★★★★

“1062412”

Written on: 12/03/2014 by Tom1912 (1 review written)

Excellent. I was initially offered a different colour handset (same model) which was fine but then I was contacted again some thirty minutes later as the said model had been discontinued and offered an upgrade to a newer model at no extra cost to me. The customer service representative was very clear, polite and courteous… Read Full Review

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★★★★★

“Samsung Galaxy S4 cover”

Written on: 08/03/2014 by sebchapman (1 review written)

I took out the Supercover insurance last year having left my Galaxy S3 in a taxi in Germany. I realised how expensive losing a phone can be. My car broke down last week, and while investigating the cause, I received a message, I put my phone down in the engine bay, poked around for a while trying to fix the car and then slammed the bonnet down in frustration when I couldn't fix it, sadly, my phone was still on the bulkhead and it got completely destroyed. I contacted Supercover, they took the… Read Full Review

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★★★★★

“Excellent prompt and helpful service ”

Written on: 28/02/2014 by Lewham07 (1 review written)

Re: 1375189 It is a business phone and so I called up Supercover and they sent me a claim form immediately. With 48 hours, I had my Iphone 5 back with me. They did the send me one that was locked but they offered to pay for P&P for me to return it and again next day I had the phone. The phone is in excellent condition. The advisor from corporate was particulary helpful. Overall very impressive and would highly recommend them to anyone. Well done Supercover! … Read Full Review

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★☆☆☆☆

“BUNCH OF RUDE PEOPLE ”

Written on: 18/02/2014

made a claim when i lost my iphone5's on a night out! they say it will take 48 hours to process your claim and replace your phone?? you must be living in a bubble if you think this is correct! im still waiting for them to decided weather im allowed a new phone or not 2/3 week after losing my phone!! there rude, obnoxious, not sympathetic and clearly dont give a shite!! i go to work to pay my bills and my insurances for them to sit on their arse's and decided weather im allowed a new phone! what… Read Full Review

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Supercovercustomerservices's Comment

Written on: 18/02/2014

Hi

We are sorry to hear of your dissatisfaction and surprised at points raised within your post. It is certainly not our intention to make the claims process difficult, in fact we endeavour to make the claims process as simple and stress free as possible. It is also certainly not, needless to say, our intention to make a customer feel like a criminal. We apologise for whatever has caused you to feel this way.

The majority of claims are settled within 48 hours and we would presume that extenuating circumstances have led to delays outside of this window. Without knowing the finer details of your claim, we are unable to comment further and therefore we would ask you to contact us directly.

The three way call you refer to is sometimes required to ensure that a handset is blacklisted and that a thief or a finder of your handset is unable to use your handset. It is as much for the customer’s benefit as it is for ours. A thief could run up a considerable bill in your name if the handset is not blacklisted swiftly.

With regard to the level of service provided by our operatives, we would very much like to investigate and ensure that our customer service operatives have met the high standards we expect when handling your claim. We would ask you to contact us directly to enable us to look into this matter further.

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

Regards
The Supercover Insurance

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★☆☆☆☆

“Iphone 4s claim”

Written on: 07/02/2014 by alex_1984 (1 review written)

Switched to Supercover insurance in May 2012! After almost 2 years of payments I made a claim (05.01.2014) At the beginning everything was ok, I called them , they told me what to do. After I send all paperwork to them, they start playing games. They told me that my phone was originally insured by other company so they asked my to provide letter from the other insurance company to prove that my policy was cancelled. Ok, no problem! It took me 3-4 days to get the letter, which is Ok , because… Read Full Review

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Supercovercustomerservices's Response to alex_1984's Review

Written on: 08/02/2014

Hi

We are sorry to hear of your dissatisfaction; however we thank you for your feedback. It is certainly not our intention to make the claims process difficult in any way. If you have had a gadget insured with another insurer we do require confirmation that it is cancelled to protect ourselves against fraud. We do ask that mobile phones are blacklisted however this is as much to protect customers from having their bill ran up by a thief, for example as it is for us to ensure the handset cannot be used further.

An excess fee does apply to a claim however we do feel that our excess fees are excessive and the majority of insurance policies across the board are subject to an excess fee.

We endeavor to ensure and ordinarily items are replaced within 48 hours of any required information or documentation being received. The percentage of replacements issued within this timeframe is very high.

Our policy wording does not state replacement items will be new however we do endeavor to replace items with one of an equivalent age and condition. In the rare event that a replacement issued is faulty in any way we will, needless to say, issue an alternative swiftly.

We do apologise if your experience was unsatisfactory and we would like to investigate the service you have received. Again we do thank you for your feedback as we are always looking to improve our service where possible. If you remain unsatisfied we would ask you to contact us directly.

Regards

The Supercover Team

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★☆☆☆☆

“Financial ombudsman service”

Written on: 05/02/2014 by calum_down22 (1 review written)

my phone was originally lost on the first of december i called supercover who where fine at first although they had failed to keep several promises to me on when they will call back, i dissmissed this at first as i wasnt generally displeased. however my claim had been approved nobody told me this, i had to chase supercover to find out, i payed the xs the same day which was the 10th of january, it is now the 05/02/14 and i still dont have a phone, i have had to purchase my own temp mobile in the… Read Full Review

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Supercovercustomerservices's Response to calum_down22's Review

Written on: 06/02/2014

Hi

We are sorry to hear of your dissatisfaction. We are aware that you have made an official complaint and that your complaint has been escalated to the Underwriters of your policy. If a customer does not agree to the resolution offered by us or does not respond within the required time frame, we must escalate the complaint to our Underwriters, these are guidelines out of our control and you are given the time in the response to your complaint. If you respond to us outside of that time frame and would like to accept the/one of the resolutions offered, we can proceed accordingly and advise our Underwriters that you have agreed. However, if you do not accept what has been offered then the Underwriters will investigate fully and provide you with a final response within 8 weeks but you will usually hear from them within 5 working days.

Should you try and contact them shortly after your file has been escalated, your details may not be in their system yet as the complaint may not have been allocated, however, within 5 working days you should have no problems.

Should you wish to contact the Financial Ombudsman, this is of course your right to do so but there are procedures that must be followed beforehand, one being that the complaint must go through us, then our Underwriters and a final response issued before the Financial Ombudsman Service can review the case.

We aim to replace items as swiftly as possible and we do offer alternative resolutions on the rare occasions where a certain make or model required as a replacement is out of stock. If we are aware of potential delays we can offer a loan phone in the interim, however, this is a discretionary service.

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

Regards
The Supercover Insurance Team

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★☆☆☆☆

“SHOCKING COMPANY ”

Written on: 05/02/2014

My partner went to make a claim last June for a cracked screen they told us on the phone it would take two to three weeks to fix and get it back to us. So we told the person on the phone that we needed his phone so we said we would get it fixed locally. This took the man in the shop 30 minutes and we paid for this. On Thursday night while out fishing a freak wave came over the rocks and took my partners rucksack into the sea along with his iPhone 4S inside. We rang the company to make a claim… Read Full Review

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Supercovercustomerservices's Comment

Written on: 06/02/2014

Hi

We are sorry to hear of your dissatisfaction and are surprised to hear of the timescales you have mentioned. We do thank you for feedback.

We do notify claimants in the event their claim is unsuccessful. This will either be done via post or e-mail and we apologise if the notification did not reach you promptly, if at all. If an item has been repaired by an unauthorised repairer, we would not be unable to guarantee any subsequent work carried out on the item by our repair centre.

As you have sent an appeal, our Appeals Team will reassess the decision made on your claim. This is an opportunity for a complete review of your claim and to ensure the policy wording has been adhered to.

Many thanks for your patience thus far

Regards
The Supercover Insurance

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★☆☆☆☆

“Not impressed”

Written on: 04/02/2014

I lost my phone and submitted a claim. I can't complain that they have delayed yet, as I've been delayed in getting my proof of purchase documents to them. However, I am not impressed by what I can only describe as a 'grilling' I got over the phone today, asking so many questions about how I came to lose the phone and even questioning my responses like I'm some kind of criminal! Do they only insure people with the intention of not paying out in the case of a claim, as I was very much made to… Read Full Review

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Supercovercustomerservices's Comment

Written on: 05/02/2014

Hi

We are sorry to hear of your dissatisfaction however we welcome your feedback. It is needless to say not at all our intention, to ‘grill’ customers. Given that all calls are recorded for training and monitoring purposes, we would appreciate it if you could provide your reference number or contact us directly in order for us to investigate the way in which the call was handled.

We apologise for any inconvenience caused and again thank you for your feedback, as we are always looking to improve our service where possible.

Regards

The Supercover Team

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Charleschery's Comment

Written on: 28/02/2014

*Not impressed* is even an understatement.This company should be shut down.

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★☆☆☆☆

“horrible dont not change to ”

Written on: 01/02/2014

it toke me 7 months to get a phone and only yet have they decided to give me a phone… Read Full Review

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Supercovercustomerservices's Comment

Written on: 03/02/2014

Hi

We are sorry to hear of your dissatisfaction and we are very surprised to hear of your extremely long delay in receiving a replacement handset. We would certainly like to investigate the poor service to appear to have received.
Whilst we do apologise for any inconvenience caused we are unable to comment further on this matter until we obtain the reasons behind the excessive delay. We would urge you to contact us directly to enable us to look into this matter.

Regards
The Supercover Team

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★★★★★

“broken nexus 5”

Written on: 29/01/2014

fantastic service..brand new phone delivered within a week..can't ask for more… Read Full Review

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★☆☆☆☆

“Fuming ”

Written on: 29/01/2014

Absolutely past my patience levels with this company. Has taken nearly 2 months to have my phone replaced and yet still have not been refunded for the costs of replacement for my iphone 4. My phone bill has gone through the roof from having to continuously call and chase them up about the status of the claim. Once my refund had been credited I am cancelling the policy I hold with them… Read Full Review

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Charrlie123's Comment

Written on: 29/01/2014

im on 7 months and still dont have a phone :/

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Supercovercustomerservices's Comment

Written on: 29/01/2014

Hi


We are sorry to hear of your dissatisfaction and that you will be cancelling your policy, however we thank you for your feedback. We are very surprised to hear of the delays you have mentioned. We would very much like to investigate the service you have received, to ascertain the reasons for the apparent and extreme delay in your claim being resolved. We endeavour to resolve claims within 48 hours of any required documentation or information being received.

During the claims process our Claims Advisers will ordinarily contact the claimant as required and we certainly do not wish for this to be the other way around. Our claims team can be contacted via e-mail as well as via telephone in the event that the claimant needs to contact them.

Again we do apologise for any inconvenience caused and would ask you to please contact us directly to enable us to look into this matter.

Regards
The Supercover Team

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★★★★★

“Customer service”

Written on: 22/01/2014 by TJMalin (1 review written)

Excellent, professional & prompt service. Would happily recommend Supercover… Read Full Review

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★☆☆☆☆

“DISGUSTING COMPANY!! DO NOT USE THEM!!!”

Written on: 18/01/2014 by cnorville1 (1 review written)

Do not ever use this company to insure your phone. This is the 3rd time I have had to process a claim with them (1 repair, 1 theft and now 1 lost). The first time I wanted to have my screen repaired it took weeks for them to send me out a pack to send it off, I received a welcome pack that should have been sent a month before. After lots of phone calls and eventually dealing with a manager as nothing had been sent out, I had to swap my phone in the Iphone store and ask them to reimburse the… Read Full Review

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Supercovercustomerservices's Response to cnorville1's Review

Written on: 21/01/2014

Hi

We are sorry to hear of your dissatisfaction however we thank you for your feedback as we are always looking to improve our service. We understand that you have contacted us directly regarding this matter and that our complaints team is reviewing the service you have received.

Regards

The Supercover Team

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Cnorville1's reply to Supercovercustomerservices's Comment

Written on: 22/01/2014

A member of your complaints team called me yesterday, gave me some spiel about your terms and conditions and told me there was nothing they can do for me. But she did admit that you don't make your customers aware of your terms and conditions, and said its something you probably should do.

Your whole company is a disgrace, your employees need some serious training on customer service.

I had no apology, no resolution. I am now left without an Iphone. Yet again another unhappy customer of Supercover Insurance!!! No surprise there!!!

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Supercovercustomerservices's reply to Cnorville1's Comment

Written on: 24/01/2014

Good morning,

Thank you for your response.

I am sorry if you feel the complaint call was not dealt with to your satisfaction. I can assure you that no matter the nature of the complaint, all our complaint calls begin with an apology whether the complaint was due to an error we have made, or if it is something that our customer is dissatisfied with but we cannot rectify.

It is not uncommon for an insurance company to have a limit to how many claims or replacements a customer can make in one policy year. I would also like to highlight that you must agree to the Terms and Conditions on the website before purchasing a policy, these are then provided to you post purchase and are available online at all times.

Unfortunately a resolution to a customer's complaint cannot always fall into their favour. We review our complaints and believe any offered resolution is fair. Should any complaint call end on a negative note, the complaint is automatically escalated to our Underwriters for separate review.

If this is the case for your complaint, you will receive a response within the time frame outlined by the FCA.

Kind Regards,

The Supercover Team

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★★★★★

“quick service”

Written on: 17/01/2014

the service was very good quick and the customer service reps were very helpfull and polite it only took 4 days to sort out once relivent things had been emailed and damaged thing sent will recommend using super cover insurance to anybody… Read Full Review

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★★★★★

“Supercover excellent, Vodafone very poor”

Written on: 22/12/2013 by sesko777 (1 review written)

Had my Samsung Galaxy S3 insured with Vodafone and lost it while out. Contacted supercover and they were extremely helpful in advising me how to proceed. I needed to get some documents from Vodafone (proof of purchase and contract agreement) which took between 8 and 10 phone calls and 5 emails but once I had them and provided them to supercover my phone was replaced within 3 days. The lesson for me is that I will definitely insure my phone with supercover again but I will definitely not renew… Read Full Review

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★★★★☆

“Efficient, fast and excellent service”

Written on: 20/12/2013 by jayneww1964 (1 review written)

My Samsun galaxy 3 was completely ruined after dropping it on a hard floo. Had a real issue trying to get my contract from my network provider, byt once that was passed over to Supercover insurance, they were unbelievably quick..I sent my phone to them on Monday and received a brand new phone on Thursday! Really really pleased! Thank-you… Read Full Review

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★☆☆☆☆

“Terrible Service”

Written on: 11/12/2013

After filing for a claim (iphone 5) which took almost a week to complete on supercover's side due to lost e-mails and documents, I have been told that they do not have a replacement in stock. It has now been almost 3 and half weeks since the claim was started and I have been told nothing or not made away of the situation. It was only because I called them up that this infomation was given to me. If you are an insurance company, bloody well make sure you have replacement items in stock!!! To… Read Full Review

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Supercovercustomerservices's Comment

Written on: 12/12/2013

Hi

We understand you do not wish for us to respond to your review, however, would very much like to investigate the reasons for the delays you have experienced throughout your claim. Should you wish for us to do so, please contact us directly via our Complaints Department as we understand you are very dissatisfied with the service you have received and this is by no means our intention.

Kind regards,

The Supercover Team

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★★★★★

“Good Service”

Written on: 04/12/2013 by raffman (1 review written)

Very good service, very friendly staff, quick service… Read Full Review

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★★★★★

“Fast friendly service that kept me fully informed.”

Written on: 27/11/2013 by helenrileylibby (1 review written)

I have had to use supercover twice in the last 6 months and both times I have been highly staisfied with the speed and professionalism of the service. The staff are always friendly and will go that extra mile to help with any questions you have. Great insurance company… Read Full Review

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