Lifesure  Anmeldelser 71

Called them within 10 minutes of purchasing my policy to advise that I had made a mistake and need to cancel but they still charged me a £25 cancellation fee for just 10 minutes of cover !!!

Sometimes mistakes happen but peanalising the customer for it will only lead to them not choosing you in the future.

Steer Clear !!

I have to say that after my initial
experience I received an apology and I received great outcome with this company.... it definitely was the right thing to complain at the time. Jo sorted everthing out for me . So thanks very much Jo. Original post: Appalling customer service. My mother in law has severe dementia and is.unable to speak to this company ... they insist that she.must for data protection. Absolute shambles of company. Hope they have as much difficulty when one on their relatives has lost capacity to communicate with dementia. I am truly horrified as us our solicitors.

We're with them for our car insurance and I've been very impressed. We were unfortunate enough to have to make a claim this year and they've been very efficient in making the process very smooth. I was having problems getting information required from one agent, that was needed by another, before they would pay out. I contacted their Customer Services, who resolved the issue in 24 hours. Good job!

Absolutely joke company been on site for over 29 years been told today won’t insure my caravan because it’s a flood zone never claimed ever since my van been there well your lose you can stick it unbelievable well make sure will never recommend you to anyone

Don’t touch with a bargepole!

Awning blew off and damaged on our caravan and contacted Lifesure. Awning is not covered, and neither are the contents. I will let Lifesure do the talking in the form of the reply I got when trying to claim for my awning and contents. This is the actual email I received from Lifesure.

Good afternoon,

Thank you for your emails, I have done a review in respect of the policy cover for the damaged contents and unfortunately must advised that these cannot be covered in respect of this claim.

The policy defines Contents as: ‘Contents

Articles of personal use or adornment, clothing, luggage and general household goods, including portable electronic equipment and personal effects whilst contained within the Caravan and belonging to You or Your Immediate Family.’

There is an extension which offers cover for furniture within the Awning which could have consider cover, the extensions advises:

‘2. Furniture in Awning

When the Caravan is In Use and Contents are insured cover is extended to include any furniture whilst kept in an awning up to a maximum of £200.'

Unfortunately the extension can only apply to cover furniture in the awning whilst the caravan is ‘In Use’ and this is defined by the policy as:

‘In Use

When You or Your Immediate Family are using or visiting Your Caravan for holiday purposes or when the Caravan is attached to a towing vehicle. This includes a 24 (twenty-four) hour period immediately prior to, and after returning from, You or Your Immediate Family using or visiting Your Caravan for holiday purposes provided the Caravan is kept at Your Home during this 24 (twenty[1]four) hour period.'

You have mentioned that the damage occurred whilst you were away from the caravan during the week and therefore we cannot agree for the contents to be covered.

That's no problem at all our policy number is 709663/005.

We have had a caravan for years and never claimed anything. Last year we purchased a new awning and a freak accident happened where straps snapped in the wind and the awning ripped to peices. You can see the rest of the correspondence and recordings from the account for information.

Kind regards.

never answer the phone, Took my money every year till you want a claim met, then told that i already claimed in 2019 so cant claim again now for water ingress on my park home, what good is a insurance company that does this.

Be very careful with the small print.

£450 to insure my campervan in March 2023. Unfortunately due to an (uninsured) engine failure I had to return my van to the dealer in May 2023, so two months later. Tried to switch insurance to my car, nope, can only switch to a campervan. Ok, refund please. £90 refund from £450!!!! That’s after two months, so £180 per month to insure my van. Then told it will take up to three months for the refund to appear.

I will never use this company again.

I have insured my motorhome through Lifesure for past 2 years as recommended by previous owner.
Contacted Lifesure regarding changing registration number (allocating personal number from late wife on it) only to be informed that I would be charged £30 for this.
Is the normal? as thought rather expensive.

I have had my insurance Policy arranged by Lifesure for the last two years.

I have ended my business relationship with them with immediate effect.

The renewal quote they sent is inexplicably with a different Underwriter, from AXA to Zurich and they have 'recommended' this with a higher overall Total Cost for Policy.

I have emailed them twice without reply and that has sealed the deal for me.

Why would you recommend a more expensive Policy, through a different Underwriter and without any explanation whatsoever?

They must be seriously lacking in business sense of they continue to do this.

Have tried to contact by e mail had no reply, tried to change password said would get an e mail link, still waiting, need to cancel policy as selling our motorhome and insurance no longer needed

Absolutely useless. Been calling for 2 days straight. Nobody knows what they are doing. Ella has the memory retention of an old gold fish

Absolutely dreadful , I insured my motorhome and told them it was a EU import LHD , the quote I got was reasonable so I insured , 18 days later they asked for another £145 , so I called and they were not interested
I cancelled and was charged 50% of the original premium , absolutely ridiculous

Insurance company will gladly see you into financial ruin and hardship when you try to cancel with high cancellation costs, avoid at all expense.

Has only ever had a reply from this company. All I get is then chasing money for a vehicle sold in July and I've sent them my card details to pay and left messages on either email or phone none reply. Other than a email stating taking me to court for a bill I don't think I should pay but can't when I try too

Excellent company for fairness - I hae been with lifesure for my campervans for 12 years now and always helpful and not too pushy with there other insurances which I like so I generally look at these too.

I agree with James Holbein diabolical rip off. My elderly aunt moved into a home with dementia. We were only 2 months into the insured year, they are paying back £89 out of the £251 (35%) and it will take 8 weeks!

I hate to think what you would get if you put in a claim!

Avoid at all costs

I can't give zero stars or I would have.
I wanted to make a claim on my touring caravan insurance.
The initial call to Lifesure gets you to a company called Soter, who are basically a phone answering service.
The agent I initially spoke to at Soter did not have a good command of English, neither did they know who to call at Davies group, who apparently handle the claims.
I was directed to 6 different phone numbers at Davies group - All of whom denied having anything to do with Lifesure.
During this whole farce, I spent an hour on hold.
- It was at this point that I worried that my insurance wasn't real and that I had been scammed.

The Insurance policy itself is underwritten by UK General who are in turn a Gibraltar based company called Watford - They both check out as "real" on the FCA register.
After contacting UK General directly, and speaking to someone there, I eventually managed to stir up enough of a hornet's nest to get through to someone at Davies who was very helpful.

The phone number shown on the Lifesure policy document is wrong.
For anyone suffering the same nightmare I had, i.e. trying for almost a full day to get a claim registered, the correct number to call at Davies Group for touring caravan insurance is 0344 856 2490.

Whoever "Donna" is at Lifesure (apparently the "Customer Champion"), she is not contactable - does not answer phone calls or emails.

Take my advice, and don't go anywhere near this "family owned" business calling itself Lifesure.
Customer Service in any shape or form is an alien concept to them.

Appeared to be cheap until purchased then asked for all sorts of proof of everything before pushing price up and up. Cancellation fee was scandalous. Avoid at all costs.

After several years my last motor insurance with Lifesure was due to expire on a Friday. I was happy to renew with them, especially as premium had reduced for next 12 months.
I rang on the Wednesday & heard various options, one of which was for renewals “best to do it online”. As I wanted to amend my policy, I chose option to speak to someone - 3 times, but nobody answered.
I rang again on Thursday mid-morning & chose same option; to be told they were v busy & someone would call me back. Person said she was only allowed to take messages & knew nothing about insurance, so was unable to advise if I renewed online, whether I could make an amendment when they were less busy. I was assured somebody would definitely phone me back soon.
At 3pm on Friday I had not received a call-back, so I rang again. I had waited at home since Thursday mid-morning, cancelling appointments so I did not miss the call. I was asked if I had requested a call-back previously, & was told she did not need to take my details again because I would definitely get a call-back before 6pm & they were aware my insurance expired that day.
5.45pm Friday I tried phoning them again, but no answer. I was left WITH NO INSURANCE COVER & a busy weekend ahead.
I gave them the benefit of the doubt, thinking if they were so busy, they would phone on Saturday morning to make sure I had cover. NOTHING.

On Monday morning at 10am I received a call from a very cheerful person who was “ringing to renew my policy”. No mention of delays, of my being left uninsured, & not the vaguest hint of an apology.

I did congratulate them on their 50th anniversary, adding if my treatment was anything to go by, they would not make 51years.

I’ve had motor insurance for over 40 years & have never experienced chaos like this before. Occasionally things do go wrong, but previously the conversation has begun with an apology.
BITTERLY DISAPPOINTED

Been with Lifesure for 10 years with no problems, always extremely competitive quote and pleasant helpful staff.
Called to cancel renewal on my caravan insurance as no longer needed, was told I would get a call back within 24hrs, it ended up being 48hrs but not a problem.
Everything was sorted without fuss and with excellent customer service as always.