AVOID THIS COMPANY! An absolute disaster of a company! Complete time wasters!
AVOID THIS COMPANY! I had to claim for 2 phones, my partners and my phone. My phone went in first, I noted on the delivery paper work it had an old address that was several years out of date, so corrected the address and added a note saying to only return to the corrected address. My phone went away and came back. Actually nice and quick. Sadly after less than a week my phone began to malfunction with a problem that it had never had before. This is unacceptable and will be claimed for on the warranty.
My partners phone was sent in with the same corrected address and note on the paperwork highlighting the correct return address. This time they sent it to the old, out of date address that was several years out of date and is a complete mystery to me why they even have that address!! Of course DPD just keeps saying we missed you when we tried to deliver, it was only when there was a picture taken by DPD that we could see it was our old house form several years ago! So my repaired phone broke down in less than 7 days and they sent the second repair phone to an old and out of address that I had corrected and highlighted on the paperwork! An absolute disaster of a company! Complete time wasters!
3/2/2026 approx 1530
So I called Assurant yesterday 2/2/2026 and got a very helpful person called Reece who immediately confirmed the issue and took immediate steps , whilst I was on the phone, to correct the situation. He assured me that my phone was back in the warehouse and would be shipped to the correct address today. So I took time of work to be available for the delivery window. The delivery window came and went with no delivery. Upon checking with DPD they had for the third time attempted delivery at the incorrect address. More of my time wasted.
So, I called Assurant again 3/2/2026 , faught my way through the diabolical automated phone system to speak to some called David who was flippant, spoke to quickly and was highly dismissive. A complete contrast to Reece who was engaged, very helpful with a nice clear speaking voice.
David was dismissive and was behaving like this was no big deal, completely unsympathetic to the stress and inconvenience being caused, advising that when the DPD driver returns today the phone should be shipped to the correct address. It appears that David took no further action to ensure this and was behaving as though I had just missed a bus...not that my phone was off in the wilds with DPD continually attempting delivery to the wrong address! I recommend that Assurant listens to that call and explains to David what customer service is. Not a single apology from david at any point.
Reece can give lessons on customer service. Sympathetic, empathic and apologetic. A complaint had already been raised that I almost closed thanks to Recce's excellent customer service. I will now not close the complaint until I receive my phone fully in working order and am compensated for the appalling journey I have had! This Policy is via Lloyds and I will be additionally sharing my experience with Lloyds.
After all of this stress and incompetence I want compensation for the time I have wasted and the stress caused. How hard can it be to return my phone to the correct address?
February 7th 2026
So a week after I initially called this joke of a company and was promised I would get my phone back in a 24 hrs I still do not have my phone. But they did still attempt to deliver it to the wrong address several more times despite me correcting their error with the correct address 3 times. I raised a complaint and it took them 4 days to even acknowledge the complaint with no further progress. When all of this is dne I will be sharing my experience with Lloyds. This is the most horrific example of abject incompetence and discourtesy I have ever experienced in the UK
Requested additional details have been provided as requested by Assurant.
February 1, 2026
Unprompted review