Row have by far the worst customer service I have ever encountered from any company I've dealt with. I submitted a claim for a broken phone 10 days ago: it's still sat here on my desk looking all forlorn. Their initial response was to reject the claim because the claim had already been approved (?), because my policy (which runs to Feb 2018) had 'not been renewed' (!) and because the terms and conditions only allow for three claims in a 12-month period (this is my second claim). I contacted customer services by email (try finding a telephone number on the website...) and they admitted next day that they had made a mistake and asked me to send them images of the damaged phone. That was six days ago: despite two emails from me asking for an update, I have yet to hear from them. Either they are grossly incompetent, hopelessly understaffed or have a deliberate strategy of making the claims process as protracted and tortuous as possible to deter customers from claiming. Don't be fooled by the low premiums: they're cheap for a reason.
2 Helpful Report
Posted 2 years ago
Hi John, sorry to hear you feel this way. There was an IT error as you rightly point out, though we were quick to rectify this to move your claim along. We are currently awaiting your requested documentation by email, which is what is currently causing a delay. We are always available by phone to help, you can find our number in the website footer, on the 'contact' page, and at the bottom of all our automated emails.
Posted 2 years ago is rated 4.73 based on 4,204 reviews

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Alice, Customer Support

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