When I called up to make a claim, the staff applied their own version of events to the claim to justify refusing the claim and applied their own incorrect understanding of terminology used in the terms & conditions to also justify refusing the claim. When I complained about the way I had been dealt with was inappropriate (The FCA agreed that there had been two breaches of their principles and lodged a complaint against John Lewis Home Insurance and issued a reference number) and that wording of their terms & conditions was unclear, the person replying to my complaint stubbornly refused (over two letters) to enter into meaningful dialogue about the valid points I raised and closed the case off out of convenience rather than accept they were wrong. I spent a whole day on the phone dealing with people who were out of their depth or didn't know what they were talking about or what to do. I took out the insurance policy because I trusted the name 'John Lewis' and have multiple disabilities and can't do my own repairs. When I was sold the policy the agent stated that it was 'unlimited' cover. When I stated that I had been mis-sold the policy the reply in the letter, despite my complaint featuring legally valid points, was to call customer services to decide whether I wanted to continue the policy or not. When I called customer services they told me that it was down to the claims team to deal with the issues I raised against them and was given the run-around and put into some continuous call loop that took ages to get a reply from somebody (I'm still no further along). On closer inspection of the policy wording, a 'premium' policy which I paid extra for, the lack of clarity in the wording makes it difficult to understand what is meant. BBC Rip Off Britain states that a business has a responsibility to make their terminology clear. If the ratings scale on this page featured negative quantities John Lewis Home Insurance would score -5 based on my experience with them. I've has insurance policies with other companies which have been OK but have to say that this is the worst experience I've ever had in terms of customer service, competence and help. It was a totally distressing experience that left me worried and wanting to cry.