Anonymous
There are a lot of hidden costs at Row and it's a hassle to make a claim. I insured my phone for £4.99 a month including the extra £1 cover for theft. I opened a claim on the Sunday after my phone was stolen and 10 days later I still feel no closer to having it sorted. They require a lot of documents (I understand the receipt, immoblise details and crime reference number but trying to download 4 months of phone usage is time-consuming...!), I had to be on hold for approximately 15 minutes each time I rang, I got quizzed on the phone about how and when my phone was stolen and it was like some form of police interview. I then had to send in pictures of my bag that the phone was taken from and it wasn't until I sounded a bit upset on the phone that a more human side of a customer service representative came through... I now have to pay £100 in excess (on the policy it said £50) £25 fee because I've only had the insurance for 2 months and an extra £25 because the phone was stolen. You then have to pay upfront the rest of the claim costs for the year - another £49. So I have to pay £149 for a £260 phone. It all seems a lot for company that I thought had a good reputation about being humanist and effective in sorted out a claim. I know it's a cliche but... read the small print!
1 Helpful Report
Posted 3 years ago
Sorry to hear you have not received the high level of service you expected. We did not mean to upset you through our questioning, we just have to know the exact details to ensure a claim is valid. We aim to be completely transparent with our pricing - standard excess is £50 but as stated in the terms & conditions it can slightly increase depending on certain circumstances. All Row policies are annual with an option to pay monthly. Despite having a negative experience, we’re pleased to have saved you £111 through insuring with us. If we can help with anything else, please do not hesitate to contact our customer services team.
Posted 3 years ago
Row.co.uk is rated 4.73 based on 4,293 reviews

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