Natwest Mobile Phone Insurance Reviews - www.natwest.com

★★★☆☆
2.5 / 5
41% of users recommend this
  • Customer service

  • Value For Money

? Ask our helpful community of experts about this product or company
Natwest Mobile Phone Insurance www.natwest.com - Ask a question now

Media Gallery for Natwest Mobile Phone Insurance www.natwest.com

Natwest Mobile Phone Insurance www.natwest.com

Refine your search

Use the tools below to refine your search by only displaying reviews with a certain number of star ratings or to only show reviews from a certain time period. Eg click on '1 star' to just display the reviews we have which received a 1 star rating click or 'Within the last month' to display just reviews posted over the last month.

Latest Reviews

★☆☆☆☆

“Waste of time.”

Written on: 25/09/2020 by Annaliseu62 (1 review written)

Brightstar, waste of time.. 4 extended phone calls waiting, trying to avoid processing a claim to get offered a replacement phone i could buy for less than the cost of the exess payment....this policy comes with a natwest bank account that i know is a waste of time and money, time to stop banking with nat wrst and stop paying them £225 to look after my own money… Read Full Review

Report this review
Was this review helpful? 0 0
★☆☆☆☆

“Awful!!”

Written on: 10/09/2019 by ames123 (1 review written)

Delayed my claim as yet again their computer systems are down...seems this happens every other day. Finally picked up my phone which was four days delayed due to the weekend at no fault of my own. They have now had my phone two weeks as they need to replace it and it’s not in stock. I have now been calling since Monday morning and all I’m being told is sorry the computer systems are down. You’re dealing with NatWest not a freaking sweet shop, where’s the back up systems??? This is… Read Full Review

Report this review
Was this review helpful? 3 0
★☆☆☆☆

“Not worth 1 star ”

Written on: 21/08/2019 by Kaleighc292 (1 review written)

Don’t use the phone repair service, yeah they pick your phone up nxt day via dpd. And that’s when the frustration starts, no updates whatsoever, they don’t email with any progress, been nearly a week and no one seems to know anything about the progress, I’m constantly in live chat or ringing up to be told they’ll email me with a update..none come.. I ring up yet again to be told waiting for a part! It’s a screen..surely they’d have plenty! And for me to ring back Friday for update… Read Full Review

Report this review
Was this review helpful? 2 0
★☆☆☆☆

“Terrible frustrating service ”

Written on: 07/11/2018 by badertoufic (1 review written)

Not someone who would normally write a review. This service has been so terrible I feel like I should warn others. My screen was cracked so claimed. My phone was sent of 10 days ago and I have had no phone since. I called through to carephone warehouse this morning and they said they would look into the situation. Had no call back. I came home to a missed parcel note. I called the delivery company and they sent the phone to my home address when I confirmed it should be sent to my work address… Read Full Review

Report this review
Was this review helpful? 4 0
★★★★★

“Very fast and efficient”

Written on: 15/05/2018 by Sera1990 (1 review written)

Took me under 5 minutes to fill the claim form online and it was accepted instantly and a replacement phone ordered. In less than 24 hours I had a brand new phone. Cannot fault this service… Read Full Review

Report this review
Was this review helpful? 2 1
★☆☆☆☆

“Terrible experience ”

Written on: 12/02/2018 by Mather94 (1 review written)

Had a perfectly working phone but broke my screen so sent my phone off, had to wait 10 days for a replacement but the speaker was broken so sent it off again and now the battery runs down in a few hours and applications keep crashing yet they won’t swap it next day I would have to send it off again which is somethjng I cannot do. Do not go with these for insurance! My girlfriend also had a similar issue… Read Full Review

Report this review
Was this review helpful? 1 0
★☆☆☆☆

“2 replacement phones broken!”

Written on: 30/12/2017 by CamdenIngram1981 (1 review written)

Last November I made an insurance claim after my original handset broke. To be fair the service I received in getting the initial replacement was fast and helpful. However at the end of November this year the replacement handset suddenly stopped receiving/making calls or picking up any signal at all. After a day if chasing around my network I was told that the handset had been blacklisted. My network could do nothing and advised me to contact my insurance provider. I did this and was advised… Read Full Review

Report this review
Was this review helpful? 0 0
★☆☆☆☆

“Absolutely ”

Written on: 11/08/2017 by qkRose441 (1 review written)

I have been using this service for over 6 years and its gone from bad to worse, I logged a claim today to get told they are too busy and can't process it until tomorrow! I explained that i have a disabled son who is away and i need a phone in order to keep in touch with him due to his medical needs and even after talking to a manager i still have to wait until tomorrow for a call back. So now i am left with no other choice but to stay out the night so i can use someone else's phone for my son… Read Full Review

Report this review
Was this review helpful? 0 0
★★★★★

“First time using Natwest mobile insurance”

Written on: 05/04/2017 by KMyhill (1 review written)

This was my first time using the mobile insurance claim service provided with my account and I am so pleased with the service I have received , from submitting the claim form on line to receiving my new phone was less than 24 hours , Really friendly person from Aviva called me back all took less then 5 minutes. My phone has come quicker than the replacement SIM. MASSIVE thankyou to Natwest & Aviva cannot be more happy with the service i received. New handset is immaculate with warranty &… Read Full Review

Report this review
Was this review helpful? 3 0
★★★★★

“Brilliant Insurance ”

Written on: 04/03/2017 by KamoraMadden (1 review written)

3rd successful claim with NatWest insurance, water damaged my phone on the Sunday, submitted an online insurance claim that evening and received a refurbished brilliant condition phone on the Monday. Efficient prompt service and delivery each time I have made a claim. The phones have always lasted and have been good as new, I am surprised to see so many negative reviews! I have previously called to claim and have nothing but positive comments to make about the customer service. Very straight… Read Full Review

Ankutz's Comment

Written on: 30/08/2017

I have heard that even if you pagina the insurance Every month, if your phone is broken or it has Any damage you still need to pay like £70-£75 for a new one.. is it true ?

Reply to this comment
Report this review
Was this review helpful? 2 0
Read 1 Comment
★★★★★

“Confused at the 1* ratings ??”

Written on: 08/02/2017 by kgRankin130 (1 review written)

Looked at the reviews before making my claim and seen a lot more negatives and positives Regardless of this, I needed a new phone so had to make a claim Signed in to my NatWest account, clicked the mobile insurance link and when to the claims page Told them what was wrong with my phone by click multiple choice answers, then on to the next page when would I be at home to receive the new phone (took me 5 minutes) I made the claim Tuesday 5pm, my new phone arrived 11am the next morning. Can't… Read Full Review

Report this review
Was this review helpful? 2 0
★☆☆☆☆

“faulty replacement phone unable to use phone within 3...”

Written on: 26/01/2017 by Miah328 (1 review written)

Received replacement phone all seemed OK until it started overheating and turning itself off for a couple of minutes before then being ok. Then overnight on charge a small cracking appeared, then phone the next day turns itself off for hours at a time at intervals. Called them to be told I've damaged the phone NO YOU HAVE GIVEN ME A FAULTY PHONE THAT'S 1 - UNUSABLE AS SUB STANDARD AND FAULTY & 2 - HAS BEEN DROPPED A MILLION TIMES BY PREVIOUS OWNER THAT RESULTED IN PHONE CRACKING BY ITSELF… Read Full Review

Tingletoes73's Comment

Written on: 20/02/2017

This has just literally happened to me. I reported the initial fault on Saturday and they agreed to send another phone. Now today (Monday) the crack has appeared. Almost exactly the same scenario. I've called them to tell them about the crack and they have cancelled the exchange. I'm waiting to hear back. : (

Reply to this comment
Report this review
Was this review helpful? 1 0
Read 1 Comment
★★★★★

“No complaints here”

Written on: 29/11/2016 by DestineeMcKenzie477 (1 review written)

Rang Monday morning with a water damaged phone. Paid the £75 excess. They collected the phone the same day. I was called back next day and told they couldn't get a replacement for my phone (Oneplus 2). So they agreed to pay the full value of the latest Oneplus 3 phone into my bank account. Fast efficient service!… Read Full Review

Report this review
Was this review helpful? 2 0
★☆☆☆☆

“Do not use Natwest they supply blacklisted and faulty...”

Written on: 21/11/2016 by RyderSchmidt156 (1 review written)

I was supplied with a replacement phone that I spent a long time setting up all my numbers/ apps etc. The first call I then made the other person could not hear me. After several calls Natwest (through Aviva and Carphone warehouse) accepted they had supplied a phone with a faulty microphone and sent a replacement. This replacement worked for a couple of months but then suddenly stopped working. I visited my local EE store, the suggested changing my SIM and waiting for 24 hours. This didn't work… Read Full Review

Jez2016's Comment

Written on: 24/11/2016

I'm having a bad experience since 8th Nov until today 24th Nov. Customer service is horrible staff member, they are providing customer services as if they own aviva Group, I would not reccomend insuring products with them

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 1 Comment
★★★★★

“Exchange of broken phone”

Written on: 25/10/2016 by Waddellil394 (1 review written)

Cannot fault the service this time (last time took week to sort) but on this occasion I had a replacement in less than 24hrs. Well done!… Read Full Review

Report this review
Was this review helpful? 1 0
★☆☆☆☆

“Stolen phone!!”

Written on: 25/10/2016 by Bop3 (1 review written)

I made a claim for mobile phone insurance in December 2015. My original samsung s6 becane faulty. The handling of the claim was relatively straightforward and I received my thr refurbished handset within 48 hours. I recently upgraded for the Samsung s7 in September 2016. I sent the s6 to o2 to recycle the handset for £210. The have informed me that they are withholding the monies as the handset given to me by Natwest actually belongs to a T-mobile customer still who had reported the phone… Read Full Review

Report this review
Was this review helpful? 0 0
★☆☆☆☆

“Customer Service Knowledge - 1 STAR”

Written on: 09/09/2016 by 126Hanna (1 review written)

I just got a new device and wanted to upgrade my account to premium package. The only question I had is the mobile phone insurance will cover liquid damage of the phone. I spoke to 4 different advisors, because I was constantly transfered from one department to another, spend over an hour on the phone and nobody ever got me an answer. So if it takes so long to buy a service, how long would it take to claim. Thank you NatWest, 1 star for customer service, with years it getting only worst and… Read Full Review

Report this review
Was this review helpful? 0 0
★☆☆☆☆

“Replacement phone faulty - 14 day repair time”

Written on: 08/08/2016 by Dtorr1981 (1 review written)

I made a claim through my Benefits for a replacement handset on 28/07/2016 the replacement arrived but since that date has more and more frequently been experiencing a fault. (the screen keeps going black making the phone unusable). This fault is now appearing daily for 6 or more hours, in an unpredictable manner, thus I have been in touch with the mobile phone insurance through my account benefits to discuss a replacement. I have been advised that the repair would take upto 14 days, which i… Read Full Review

Vocalbill's Response to Dtorr1981's Review

Written on: 11/08/2016

I am having exactly the same issue, although they did not offer me any money for a replacement!
I sent my phone away and it is almost 3 weeks now and the customer experience team(!!!) can only tell me that carphone warehouse have ordered a replacement phone. Nothing about the time this process actually takes and no details about what they have ordered. I dread getting a gold phone in two weeks time!.

I am changing bank

Reply to this comment

Jez2016's reply to Vocalbill's Comment

Written on: 24/11/2016

I have been in a similar boat since 8th Nov and customer service is very bad. I have still got issues going on and I can only say this for now. Phone went for 14 days , came back still faulty and unable to get a replacement gold handset as I originally have.

Phone returned and dumped in the letter box and was told that is how they return phones, I'm just out of words. This is the bank I hold a business account with...moving bank

Reply to this comment
Report this review
Was this review helpful? 0 0
Read 2 Comments
★☆☆☆☆

“Reconditioned Phone not working ”

Written on: 12/06/2016 by Clevelandyh262 (1 review written)

The replacement came quickly and seemed ok - customer services were helpful and friendly. Not long after I received the phone it kept turning off. I called and was told it would take 24 hours to replace the phone but it needed to be wiped - I took it home to back up and the following morning it stopped working altogether 0- wouldn't sync and now is just dead. Called to get some help and was told that it could be replaced in 24 hours - I need my phone and am expecting some important calls… Read Full Review

Report this review
Was this review helpful? 0 0
★☆☆☆☆

“Cheeky rip off”

Written on: 21/04/2016 by ChrisB87 (1 review written)

I was given a phone with a one year warranty on it. I had issues with the camera sensor and it was working on and off. I sent it to the repair centre and was shocked to hear the reason the warranty was void. "The power button was pushed too much, so the warranty is void and cannot be repaired" . I dont understand what has a power button "PUSHED TOO MUCH" has to do with the camera not working properly. Absolute rip off. Would give 0 rating if I could… Read Full Review

Report this review
Was this review helpful? 0 0
overview