Roger Butler

Packaging was so poor they lost all items in box before delivery. Three weeks after their promised delivery date they delivered our package which was half opened due to the poor packaging.

Very poor communications as to what was happening.

As now retired professional people my wife and I have had insurance for our respective homes for a combined period of some 90 years making a couple of small claims as one would expect and never before had a problem.
Last year when our home severely flooded three times in three months we only reached out to Lloyds Home (Buildings) Insurance on the third flood because our home was so devastated. We just accepted and dealt with the first two all on our own, because that’s who we are.
The Lloyds assessor visited and it soon became very clear that his sole intent was to find an issue to void the claim. Anything. And for us, unfortunately he did. As he also did for another person in the same village.
To assist our pensions we decided to trial a very small business which had its own insurance and was no where near our flooded home. Due to ill health and the need to see if it worked for us we had not declared it to Lloyds. This little business was only running two months, It was a mistake that we readily owned up to, it was not deliberate which they accepted.
But what followed was completely disgraceful, Lloyds sent numerous letters, some on their own headed paper but others using a completely different companies headed paper and at bottom of that signing as Lloyds. Then we had Lloyds letters arrive but signed off by a different company. In all there were three different company names in use, it was so confusing. I don’t believe I’m writing this either! Obviously we complained but their Compliance Office believes these tactics are absolutely fine.
Lloyds then took five weeks to collate all the facts before formally cancelled our policy. This was our most distressing period as all our life’s work was in our home and if that should have caught fire we were sure Lloyds would definitely pull out leaving us penny-less. And yet after this long period they could not even find my account to refund the policy sum. Instead they searched and found my wife’s private & personal bank account in her maiden name and placed the money there! Does anyone think I have a chance of seeing that again!
A most frightening and disappointing time for us by what we thought was a world leading company. Clearly they are not. Use at your peril.
Our contents policy was, thankfully, fully upheld by another very well known company so there are some good companies out there but shame, The once famous Lloyds name is certainly not one of them.

Great service and custom service team very kind and helpful.