M&S Home Insurance - brilliant service

ellay864

On Tuesday evening I found out via Facebook my son had had his bike stolen while chained outside one of the uni buildings in Manchester - no bike, just part of the lock left! I rang him and he was getting a crime number but hadn't got it yet. I checked my policy and I had got the additional cover from items away from the home, so called the claims line. Hadn't checked the time but it was after their service hours, but instead of a machine I got a really pleasant helpful guy.
He took all my details and said somebody would call me back next day. I said my son would have the details of what had happened and crime number and he said it would be fine for him to call them...none of this 'we can only speak to the policy holder' restriction.
Next day I got home from work mid afternoon and they'd called me and left a message at 9.45 that morning, asking me to call them back. I rung my son who told me he'd called them, given details and they were fine, just needed me to call back to confirm I was happy to go ahead. I rang back and the lady I spoke to couldnt have been nicer, and said she'd get their bike specialists to ring me.
They rung me within about 20 minutes but as I said my son knew all the details of what his bike make/model it would be better if they spoke to him. They rung him then called me back within 15 minutes saying they'd got all the details from my son, had agreed on a replacement bike (which was worth more than my son's one) and arranged a delivery date.
Really impressed that within 24 hours of me finding out about it, everything had been sorted, so smoothly and the people were so nice to deal with. Just wanted to share as it gets quite depressing reading all the bad things and it's comforting to know some companies can get it right

Secret_Lady

Thank you for posting, as you say it's comforting to know that some companies do get it right.

More often than not we complain when things are not right but do not praise when things are handled well.

Good to know that M&S appear to be one of the good guys.

bcl999

I had to make a claim under their insurance a few years back and found the same smooth service. It was actually Hiscox Insurance at that time which did the M&S contents insurance - is it still the same company?