Row.co.uk Reviews 1.188

I am really not someone who writes many reviews but the lady on the phone today was honestly so so lovely I felt like I had to. I’m a university student and needed help after I had locked myself out of my student house, my landlord gave my the emergency help phone number to ring and they weren’t in the country at the moment. The customer service lady on the phone was so helpful and lovely (she could tell I was quite upset and panicked through the phone), and although the insurance didn’t cover a locksmith (as I hadn’t specifically lost my key just left it in the house) the lady offered to stay on the phone with me and even help me find a lock smith in my local area and was just generally so positive the whole time! I honestly can’t thank her enough and really regret not asking for her name. Thank you!

AVOID THIS COMPANY They only simple when you sign the documents to start your policy. I was paying monthly for nearly 2.5 years for my Iphone insurance. This month I made a claim for a first time and provide all document which they asked for. The list was very impressive and long and I only can provide all documents because I had a pay monthly phone. My claim was successful and I was happy to pay £75 access but ROW also wanted to collect the rest of my policy payment to the end of the year (April in my case) so nearly £100 extra, And I know, they said about it on their Policy Contract and I technically accept it but it still disappointing me because after regular payment for quite a long time I am left with nothing. The value of my phone at the moment is lover than £200 pounds so this is not worth my time and effort. So if you are a new customer looking for an insurance company, be aware of this hidden extra cost and inconvenience because it takes time to collect all this document needed to start your claim and better find something else.

Absolutely shocking.
I'm deaf and wanted written support. I kept getting ignored and they closed my claim case!
They only answer emails they want too.
Disgusting company and should be ashamed

Andy was helpful and personable.

easy and quick

Good Service Thanks.

I have insured my phones with row for over 7 years, fortunately never needed to claim .
However when I purchased a iPhone recently and wanted to swap my policy over I found it a bit disappointing as I was quoted a price as an existing customer £5 more per month than a new customer, so ended up cancelling my policy then to reapply as a new customer to get a better price.
I just think a little customer loyalty should maybe get better service

Row mobile insurance claim is asking me to pay a huge excess PLUS the remaining amount left on my yearly insurance payments. After paying over 3years I could've saved that money and bought a new phone myself. Their request is unfair and excessive.

She was polite and helpful

Easy to buy the insurance - haven’t made a claim yet so don’t know how things will work as when and if that happens

Conor was very helpful and sorted things out for me

Made a claim for my washing machine breakdown weeks ago, sent all documentation that was asked. Yet my claim still stands as awaiting documents from me. I have been emailed to say if they don't receive these documents they will close my claim even though after making a phone call they have confirmed they have received all relevant documents🤦🏼‍♀️ Over all I've not found this straight forward and I'm yet to get any closer to getting my washing machine fixed!

Beware of Big Warranties and ROW Insurance

In 2019, I purchased a new TV and wanted standalone insurance to cover it. Although the TV came with a fantastic warranty from John Lewis, I sought additional peace of mind in case of accidental damage. I decided to go with Big Warranties (also known as Row Insurance) because they assured me that my TV would be covered if anything happened.

For years, I renewed the policy without any issues. However, in March 2024, disaster struck. While using the vacuum cleaner, I accidentally hit the TV screen, causing a small crack. To my dismay, the internal panel was also damaged. I assumed that my Big Warranties accidental insurance would come to the rescue, but I was wrong.

When I filed a claim, I discovered that it was actually another company called Row Insurance handling my policy. They allowed me to submit the claim but promptly denied it. Why? Because they don’t cover accidental damage—only mechanical faults. Essentially, I had paid nearly £600 for a policy that turned out to be worthless.

What’s worse, the crucial information about this limitation was buried deep in their terms and conditions (somewhere beyond page 20). It’s frustrating that they didn’t make it clear upfront that accidental damage wasn’t covered.

To add insult to injury, their customer service is subpar. In 2024, with remote work being the norm, their long wait times and lack of responsiveness are unacceptable. It’s time for them to wake up!

TL;DR: Avoid using Big Warranties or ROW Insurance. They exclude essential coverage and fail to communicate it clearly to customers.

I love it! Very smooth n easy!

Efficient, well spoken and polite