Supercover Insurance Reviews - www.supercoverinsurance.com

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★★★☆☆
2.8 / 5
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  • Customer service

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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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★☆☆☆☆

“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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Report this review Read 3 Comments
★★★★★

“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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★★★★☆

“can't fault supercover!”

Written on: 21/11/2013

I find using supercover straight forward and very easy. They have a great customer services and are fast and reliable. I have been with supercover nearly 3 years and would continue to have them as my insurance provider. I p… Read Full Review

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★★★★★

“Superb Cover”

Written on: 14/11/2013

I cannot fault this company. I was unfortunate enough to have made 2 claims with supercover within as many months and they were brilliant. The process was seemless and fast and they had me back up and running within a day. I could not ask for more… Read Full Review

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★★★★★

“Couldn't be more pleased”

Written on: 12/11/2013

after having a terrible experience of spilling tea over my macbook pro in september, i decided to insure my new macbook air just to be safe (not that i could ever be unlucky enough for this to happen to me again in 4 weeks time…). boy am i glad i insured. after reading some dodgy reviews about super cover, I thought I would insure because it was so cheap and pray that i would never have to claim. so, two weeks of having my macbook air, a ridiculously foolish classmate knocked over a cup of… Read Full Review

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★☆☆☆☆

“DISGRACEFUL”

Written on: 12/11/2013 by aggitatedcustomerx20 (1 review written)

My phone was stolen when I was out in London. I reported it missing to the police the next day and then let Supercover Insurance know. The same day a 'investigator' from Supercover called me to do a phone interview. She was very rude and not empathetic at all. She asked me why I hadn’t reported it stolen right away as the thief could have used my phone for international calls. IF MY PHONE IS STOLEN THE LAST THING I AM WORRIED ABOUT IS THEM MAKING INTERNATIONAL PHONE CALLS. THAT’S WHY I HAVE… Read Full Review

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Supercovercustomerservices's Response to aggitatedcustomerx20's Review

Written on: 19/11/2013

Hi

We are sorry to hear of your dissatisfaction and are very surprised to hear of the experience you had whilst making a claim. We would very much like to investigate the issues you have mentioned and would ask you to contact us directly to enable us to do this.

It is part of the claims procedure that victims of the theft or loss of a mobile phone report it to their Service Provider and blacklist the handset as soon as possible to prevent the illegal use of mobile phones. Please bear in mind that the thief could have been running up a significant bill in your name and this is something that does need to be done before your claim could be authorised. This is stipulated in your Terms and Conditions.

With regard to the delays you have experienced, again we would like to find out the reasons for this as we endeavour to provide a prompt and professional service. In any case we apologise for any delays and any inconvenience caused.

We are surprised to hear that your replacement handset was not fully functioning. If any replacement handset is found to be not fully functioning we will most definitely replace it with another handset without hesitation.

Regards

The Supercover Team

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★☆☆☆☆

“DO NOT USE!!”

Written on: 10/11/2013 by guerriere (1 review written)

I was a client with Supercover insurance for about a year I think, until when I lost my iPhone this summer. The claim went fine however: 1. The replacement took a while to arrive 2. It was a second hand phone registered to someone in London (meaning I couldn't use some of the phone's features). I am so angry with this company and will NEVER recommend to anyone I know. Choose other reliable insurance companies… Read Full Review

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Supercovercustomerservices's Response to guerriere's Review

Written on: 11/11/2013

Hi

We are sorry to hear of your dissatisfaction as we do endeavour to issue replacements within 48 hours of your claim being authorised. Without knowing the exact details of your claim however, we are unable to comment further but do apologise for any delays experienced and the inconvenience caused.

I am surprised to hear that your handset was registered to someone else and we regret that you did not contact us at the time to allow us to rectify the matter. If any replacement handset is not fully functioning we will most definitely replace it with another handset without hesitation. Please contact us directly to enable us to resolve this matter as soon as possible.

Regards

The Supercover Team

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★★★★☆

“helpful and friendly”

Written on: 04/11/2013

Very pleased overall,very good to speak with over the phone… Read Full Review

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★☆☆☆☆

“No Insurance Company, FACT CHECKING DETECTIVES!”

Written on: 01/11/2013

So, I wait with bated breath or do I? Has an Appeal ever been successful guys? Appealed their 'declined' decision recently after they cited a condition that I estimate must eliminate 80% of theft claims under the lack of concealment condition (1.4). To be honest I think my iPhone was concealed but they asked: So, you put your jersey next to your phone, not over it? (Leading question or). Me - "I put it next to it, as in right next to me." Little did I know that if I had said I'd placed the… Read Full Review

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Supercovercustomerservices's Comment

Written on: 05/11/2013

Hi
We are sorry to hear of your satisfaction. As per the Terms and Conditions of the policy there are Exclusions which may apply to any claim you make, prior to purchasing the policy our customers are required to agree to the wording and thus, we would expect that you have made yourself aware of what we do and do not cover. Without knowing the exact details of your claim we are unable to comment on the exact points you have mentioned, however, in any case each claim is decided on its own merits in line with the Terms and Conditions of the policy.
You state that you have appealed the decision, that is an option we give our customers when any claim is unsuccessful. Our Appeals Team will assess the decision made on your claim if they have not done so already, and someone will be in touch with the final decision. We apologise for any inconvenience caused by either the claims process or response times. Should you have any queries in the meantime, please do not hesitate to contact us directly.
Regards
The Supercover Team

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Langav's Comment

Written on: 05/11/2013

Hi there,

Thanks for the message back.

My Appeal came through and they overturned the original decision of denying my initial claim. I am pretty happy that the right decision was made in this case. It was an equitable outcome, but it was a long haul. I realise exemptions are vitally important to insurance companies but in this case it was not directly applicable, hence why the decision was overturned.

I refine my initial comment and can attest to the fact that an appeal can work if you are reasonable and present your case clearly.

Thanks

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Supercovercustomerservices's Comment

Written on: 06/11/2013

Good morning,

Many thanks for your comments once again, we are pleased the claim has worked out in your favour.

Kind Regards,

The Supercover Team

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★★★★☆

“Great customer service and sorted out in no time!”

Written on: 31/10/2013 by peachpeachpeach (1 review written)

Reference number: 1446888 I have been very impressed by how quickly my claim has been sorted out. However the initial stages in my claim were slightly delayed due to the specificity of the paperwork required. Google Play do not send the correct documents with the phone; instead you must contact them separately and ask them to email you with the appropriate invoice that states IMEI as well as your name. Although this was not the fault of Supercover insurance, this could be made more clear in… Read Full Review

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★★★★★

“extremeley helpful and fantastic service with no quibbles”

Written on: 31/10/2013 by hughes17 (1 review written)

From start to finish, I can not fault the effort that has been put into my claim, the original phone call was clear, concise and very easy to deal with my original problem. Making myself in no doubt that it would be dealt with efficiently and professionally. Everything was sorted within the allotted time frame which my life easier, with no hassle to try and ring up finding out where my claim/repair was up to. I can not thank the staff enough, who have dealt with my claim and made such a great… Read Full Review

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★★☆☆☆

“My HTC mobile Screen couldn't be fixed. ”

Written on: 28/10/2013 by McKendo (1 review written)

My mobile Screen got cracked and so we paid for the £25 fine, which was fine, but took over a week, to hear from them after posting it away. When I did hear from them, they told me they couldn't fix it and so they said they can send out another mobile. But they couldn't send out the Htc sensation xe as they don't have them any more. So they offered a Samsung galaxy 3. I said ok, but when we got it, i am still disappointed. I have nothing for the mobile to make it work, as you don't get a new… Read Full Review

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Mckendo's Response to McKendo's Review

Written on: 28/10/2013

Ok the Htc Charger does work, but still waiting on the micro sim card to come.

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Supercovercustomerservices's Response to McKendo's Review

Written on: 28/10/2013

Hello

We are sorry to hear of your dissatisfaction. We do endeavour to repair items within 72 hours of receiving the damaged item and would very much like to find out the reasons for the delay in your case. As per our Terms and Conditions we do offer a replacement only policy, on this occasion it appears we did not have access to the same make and model of your damaged handset hence the offer of alternatives. That said if the alternative is different and not usable with the accessories for the item on which you claimed, we would expect that those accessories are sent out with the handset. We apologise for any inconvenience caused as a result.

Should you have any further queries or require any assistance, please do not hesitate to contact our customer services department.

Kind regards,

The Supercover Team

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★★★★★

“happy insurance customer”

Written on: 27/10/2013

If only my holiday insurance was as helpful as you. I have never had to claim on insurance in 30 + years you were helpful and efficient Thanks A happy customer… Read Full Review

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★★★★☆

“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

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★☆☆☆☆

“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

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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

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