Over the last two years M&S have increased my insurance from £300 to over £600... No claims at all. It is so disappointing that such a brand can happily sham an old woman living on her own. It's disgusting! Swinton came to my rescue back at £300 lower excess, and so far first class service.

Absolutely disgusted with Marks + Spencer home ins. Been with for 10 + yrs. never claimed on expensive policy. Now find excess has doubled to £200. Claiming for loss of pendant when chain broke worth £495, so total claim is worth £300! Put through to Alaa in Aviva who took details. Then phoned back by an agent at Hallmark. Told “ it is in my interest” to get a receipt (gift 3 years ago!) I have box and chain. I explained that I thought it ridiculous waist of time for £300. Explained that I go on holiday in 2 days. Son who bought it is working away. Outrageously ridiculous waste of time. Told I could refuse but that will affect claim and they will still want receipt at some point, so claim won’t proceed without it. Now I have to find Jewellers phone number and waste their time too. For the sake of £300!!! If this is what it’s like for £300 I hate to think what it would be like for a large claim. I will be looking for a new insurance company. This site will only allow average rating or above. I would score 0

I had a leak from the back toilet pipe it had been leaking unbeknown to me. I contacted M&S my insurance in June we’re now September and no further forward. The damage is my whole bathroom and my lounge ceiling. They recommended a building company Sundridge Builders. A man came out In my option he did not look at the bathroom properly He just kept asking for my excess payment of £250. I didn’t feel comfortable giving it to him. I have called M&S Aviva numerous times. All I am getting daily is emails from sundridge builder giving me ultimatums of cancel my policy or accept £1700 (which will not be enough to cover the work needed in my home) or allow them to do it. The builders should NOT be harressing me in this way. A manager who just called me saying the same. Disgraceful appalling service.

Appalling customer service. 6 days after reporting claim no action has been taken. Left living in a house with disturbed asbestos, not that this seems to bother Marks and Spencer insurance staff. No contact from furniture assessors or asbestos removal company. Conflicting advice from various call centre staff. Advised that cost of emergency plumber to stop leak is not covered by policy.

1st year online was £180 2nd year on renewal £360 and this year they are asking £524 for renewal. I went online and was quoted by M&S insurance £240 for the exact same cover. What a rip off, have cancelled my policy and gone to Hastings Direct for £163 for better cover.

When the house buildings insurance came up for renewal the price was surprisingly similar to the previous year so I was about to let it renew automatically until I read all the terms and conditions including CHANGES TO TERMS AND CONDITIONS SOME CHANGES MADE THE POLICY USELESS as far as I am concerned so I phoned and cancelled the renewal and went elsewhere DON'T TAKE ANYTHING FOR GRANTED ALWAYS READ THE TERMS OF AN AGREEMENT before renewal

When the house buildings insurance came up for renewal the price was surprisingly similar to the previous year so I was about to let it renew automatically until I read all the terms and conditions including CHANGES TO TERMS AND CONDITIONS SOME CHANGES MADE THE POLICY USELESS as far as I am concerned so I phoned and cancelled the renewal and went elsewhere DON'T TAKE ANYTHING FOR GRANTED ALWAYS READ THE TERMS OF AN AGREEMENT before renewal

Customer service and value (at least in year one) are consistent with the M&S brand - come renewal time, however, expect no better than anyone else as they hike up premiums.

I have unfortunately had to claim twice in the last year or so. Both my fault, the first was a hasty lens change on my DSLR which resulted in a thirty foot drop onto concrete and the second was a breakage of four fishing pole sections. Both claims were dealt with on the phone and paid out and in my bank within a couple of days. First rate service at a time of stress.

AVOID M&S HOME INSURANCE AND EMERGENCY COVER LIKE THE PLAGUE! I purchased M&S Home insurance with additional Emergency Home cover mistakenly thinking M&S's good reputation, as a British institution would guarantee quality and great service. They were by no means the cheapest but as I commute a long distance to and from work it would be worth paying the premium for peace of mind and in the knowledge that should I required the 24/7 home emergency service an issue would be dealt with quickly and within reason, at a convenient time. NOT SO! What the policy documentation conveniently forgets to mention is that 'an emergency' can only be dealt with between the hours of 9 and 5 and you cannot book a time slot within these times. 24/7 only relates to the call centre. My hot water stopped working 4.5 days ago and despite having to repeatedly call and explain my situation M&S have not resolved the issue. After 4 days of chasing them up, the phone being cut off etc. and being told conflicting information, I am now advised an emergency appointment can only be dealt with somewhere between the hours of 9 to 5, although this was not made clear when I spoke with a Supervisor 4 days later. After chasing for 4 days I am now given the option to do their job for them and book an engineer myself. When I asked what would happen if I had a burst water pipe they were unable to respond ...silence. So - for anyone that’s under the impression that purchasing insurance with M&S means you will receive a premium service, YOU WILL NOT! M&S, you have a duty to make your policy wording absolutely clear so your customers know exactly what they are letting themselves in for. You need to ensure that your call centre make the customer aware of the caveats up front to enable them to make an informed decision. My worry now, based on this experience is how long will it take to get a refund, as I will have to pay the engineer out of my own pocket? Not ideal just weeks before Christmas.

Whatever you do, don't take a policy out with these rip off merchants! For a start they keep you online at a premium rate for about 4 minutes before you actually get human contact! It took ET less time to get human contact than that after landing on earth for the first time!!! Informed them of my car modification (tow bar) which took the girl all of 3 seconds for her to change! Then hit me with the £25 charge! So the call took a total of 5 mins - Me £25 plus premium rate out of pocket! M&S the polar opposite!!! What does that work out at per hour! Flaming daylight robbery and the cheeky swines email you your new policy to print out on your own paper and toner! Would have definitely felt better getting mugged in a dark alley! And the reason is because when in a dark alley you kind of half expect to get jumped and mugged! Or Ring M&S in broad daylight and get exactly the same treatment! Rant over!!!!

I recently lost a diamond ring, that was a specified item on my insurance. Their claims management team (LOSS MANAGEMENT GROUP) revalued my ring at current day prices at £9100. Here is the nasty bit, they then gave me a list of jewellery stores where I could spend the money on a replacement ring. Mostly big chain stores that are not competitively priced, have inferior stones and lack the more unusual pieces. I sourced a couple of potential replacements through other more discerning jewellery stores and gave LMG the details. These rings were £6800 and £7500, which would leave me a balance to buy something else. Marks and Spencer said that if I wanted to use these stores I could only have 75% of my value back!!! UNBELIEVABLE. I will be pursuing this via their complaints process, but a word of caution for others....this is not an acceptable situation, they are negotiating a tidy profit for themselves (22%)by forcing their customers to deal with overpriced high street stores, who give them a 'kick back' on the customer's purchase. Why are they not passing any discount to the customer? Appalling, and Marks and Spencer, you should be ashamed of yourselves, not very customer friendly in the slightest. Try a new strapline.....perhaps This is not 'your M&S', its POOR M&S!

Having taken out an insurance with Marks and Spencer, I thought I would continue with them having bought a new car, their quote was much higher than other companies, I decided to go with another well known high street name who were helpful and very competitively priced. on cancelling my insurance with Marks and Spencer not only have I lost one year no claims as I have a couple of weeks to go until its renewal, they have also charged me £50.00 cancellation fee, which compared to other companies is outrageous. There was no negotiation at all, as is the common phrase now THE COMPUTER SAYS NO!

We attempted to make a claim for a water pipe leakage that crossed our back garden (but which did not supply our house). A loss adjuster was sent to assess the damage and we were told that it was not the insurance company responsibility as the pipe did not supply our property and we should attempt to get the damage repaired by our neighbors. Fair enough I suppose!! We have just received a renewal notice and our insurance premium has rocketed. When I phoned I was told it's because we made a claim and the money was paid to the loss adjuster! So we feel this is adding insult to injury! They never paid us a penny and we are been penalized by paying for the loss adjuster to assess the damage. My recommendation is to stay well clear of this company AXA insurance and Marks and Spencers home insurance services.

Had a claim and treated well. Annoys me that new customers treated better than old ones so shop around. John Lewis cheaper.