SO-SURE - Norwich

Leigh-Catherine S.

Diabolical company. I was insured with them for my last three mobile phones. Every two years when I upgraded I changed and/ or cancelled the policy to reflect new phone and model. Policy would adjust accordingly with price of direct debit so the other policy was cancelled and only one payment was taken out of my bank account to reflect the price of the new phone policy. In March 2023 I upgraded my phone and everything I needed to do was done accordingly for the old phone policy not to be running and the new direct debit was in place for new phone. Except they didn't cancel the old phone insurance. Despite me cancelling it. Yesterday I had an email from them about renewal for my S23 and I've just upgraded to S25 so I wanted to cancel as found another insurer for the S25. When I logged in I was very surprised to see my old S20 policy still running . Before this I had an app for this company which never once showed the S20 as still being insured since I changed phones in 2023. I emailed them and they have basically lied about it and won't refund . I called my bank and my bank have refunded it and said they were taking it out in different names too at different times. I rarely check my banking app and have electronic statements so I didn't notice it. Avoid. They are unscrupulous and scammers.

Lauren R.

Terrible company! I had phone insurance with them for over a year, and when I accidentally smashed my screen before Christmas and needed to claim they made it nearly impossible for me to do so. From the time I submitted the claim early December to the current day (24/01/24) I STILL haven’t received the pay out. I’ve emailed, called several times with no response. I had an email stating the payment had been made to me on 13th January but I still haven’t received it. When I’ve enquired about it I’ve been told to just wait longer despite the email saying the payment would be with me within 5 working days. I’ve never used an insurance company that’s so dreadful before. Avoid at all costs!

Emma R.

Total scam!
Impossible to make a claim online as their system doesn’t recognise the policy number, emailed but didn’t hear anything for weeks. Phone called to make a claim and they said it’ll be a 30 minute wait, in which they just left me on the phone and I could hear them having a chat for the entire time. I decided to hang up and cancel my policy

Lauren G.

Honestly awful service. I was a customer for around 2.5 years I luckily never had to make a claim, however they went through a phase of never taking Direct Debit payments constantly saying they had issues with their payment system. That issue eventually got fixed, I then upgraded to an iPhone 15 and they amended my policy really quickly, however they validated my brand new untouched phone then cancelled my policy 2 seconds later. They said this was a technical issue which is fine, but 4 weeks later I still had no response and my policy remained cancelled. In the end I’ve told them to leave it and cancelled my policy fully. Disappointing as the app is really easy to use and reasonable prices but just horrendous service!

Alan B.

Time for renewal and I couldn t get through to ANYONE to cancel my Auto renew and policy. The APP doesn t open I can t access the dashboard. I have sent emails to cancel my Insurance and receive a refund....NOTHING!! The have renewed both mine and wife s Mobile policies! Imagine having to make a claim! AVOID this company. I have to start trying to recover my refund via my Visa now. The robots Kaileigh and Hollie
need scrapping
So ANNOYED

Mike K.

I have just given up on SO-SURE having lost the will to live with their impossible payment system.

Every few months, and for no fault of mine, payments would fail. Each time, I would make the missing payment, and get over the inconvenience. But this happened far too frequently!

Last month, I was told that my payment had failed. So I made it again. That failed too (or so I was led to believe). Anyway, long story short, the payment was made twice - yet there was no record of either of them.

The final straw was a very recent email telling me “your payment has failed for a third time”. The appalling choice of words, combined with an obviously unfit for purpose billing system, saw me terminate services immediately.

Definitely one to avoid.

Kamil W.

Do not buy insurance from this company.I purchased insurance for my iphone and when it was damaged I contacted them, but no one responded to my request despite repeated emals.Waste of time and money.

Abi C.

** Took 11 days to have a replacement phone sent to me **

Submitted a claim on 31/10/21 (phone verified in the app prior to this), didn't hear from So Sure until 2 days later. Claim was approved swiftly, I paid my excess but missed the daily cut off point for arranging next day collection, so the phone was collected on Thursday. It arrived at the repair centre Friday morning, and the tracking app (where you can track the phones repair progress) said they were waiting for parts. They don't work weekends, so fast forward to Monday afternoon, I message the repair people on the app, and shortly after get a call. My phone was not able to be repaired, so a replacement needed to be sent out. I received the phone on 9/11/21.

Everyone I dealt with at So Sure was really helpful.

Summary: Took 11 days from claiming to receive a replacement. They boast a 24-72 hour turnaround time, but in all these reviews I see no one saying this happened to them. I'm just glad mine didn't take weeks as some people are reporting!

I personally won't stay with So Sure when my renewal is up sadly, I feel there are better on the market which will replace my phone quicker.

Gave 3 stars as my phone was replaced, wouldn't have knocked down so much if they didn't invite you in with the "quick turnaround time" when it clearly doesn't happen (see the reviews, all the 5* ones are from people just signing up, not claiming).