Taurus Insurance Services Reviews

I must say what an absolute farce using this insurance company. The timescales they get to respond to each email is a joke. Its not been just under 2 weeks since i lost my phone and i'm still battling with them sending everything they are asking for to authorise the claim. I use my phone for business and it's not only a kick in the gut losing my device with everything on it but to wait this long for a new one is so frustrating! I'm very tempted to cancel the insurance once the claim has been dealt with and find a new provider as the timescales simply are not good enough. Also to just make sure everything they need is asked for at the start of the claim too!

*Update less than 24 hours of submitting this claim they were straight on to asking for more details before the review was deleted... if you cared more about empathising with the claimants than your reviews, these reviews wouldnt be here in the first place!

Date of experience: 19 April 2024

Cooperation, honesty, and providing all the necessary details are essential for the approval of any insurance claims. Although additional information may be required, ensuring that you provide it will increase your chances of approval. If you're purchasing an item off eBay, always request the seller to provide proof of purchase and write a small document to transfer ownership to you. This will be required for any third-party buying. I was able to get my claim approved after providing all the necessary information.

People who say these are scam company take a look in the mirror it's you are not being honest with the insurance company they never ignore emails or phone calls they answer honestly.

I would recommend this company.

Date of experience: 15 April 2024

DO NOT USE TAURUS INSURANCE.

IT IS NOW MORE THAN 4 WORKING DAYS SINCE MY CLAIM WAS APPROVED AND THERE IS STILL NO NOTIFICATION OF REPLACEMENT DEVICE BEING DISPATCHED.

I HAVE TO CALL THEM EVERY DAY TO GET UPDATES, AND EVERY DAY THEY MAKE EMPTY USELESS PROMISES THAT 'SOMEONE WILL BE IN TOUCH TOMORROW'.

Edit 18th April:
8 working days since submitting claim. Have called Taurus yet again to be told that replacement device has not yet been dispatched from their 'repair partners'.



For claim regarding a theft of a mobile phone:
- Taurus took more than 3 days to approve (despite extensive evidence). Advertised response of 1-2 days not met.
- Only offered a replacement phone and no cash payout. This was approved on day 4, but they failed to order the replacement until the 5th day. Told delivery of replacement would be 2-4 working days.
- Its now 5 working days since original claim submitted, after further chasing them, I am told that the replacement device is sent to them, before being sent to me (???) and it is unlikely to be delivered until 11 days after original claim.
- This is far beyond the response times advertised when taking out the policy
- Taurus staff seem very confused as to why replacement devices may be needed with short turnaround time
- I would have been more than happy with compensation, and procuring a replacement device myself, and this would have been far quicker

Date of experience: 08 April 2024

Wish I could give a -5 star review! I wait weeks for a reply about my claim and now 2 months later I am (eligible for a claim!) I only had an iPhone 12 and they wanted a £165 excess! Absolute rip off! I am going through a refund process with my bank to get the fraudulent money they have taken from me each month! AVOID!!!

Date of experience: 05 April 2024

Contrary to most of the other reviewers, I've had a fantastic experience! Yes you do have to provide plenty of documentation, and there are exceptions and exclusions (this is insurance after all, read the t&cs!), but having provided this and an honest explanation of how I damaged my phone, I'd had my claim approved, phone sent off, repaired and returned in 6 days.
I hope to never have to claim again of course, but I certainly wouldn't be anxious to!

Date of experience: 23 March 2024

I honestly don’t know what all these bad reviews are about, clearly people don’t qualify or don’t read the T&C’s.

I made a claim for a smashed screen on a 2 year old iPad on 10th March. By the 12th I’d got a brand new iPad from the Apple Store in Solihull, which I initially had to pay for once the claim was approved. By 18th March I have received all my money back direct to my bank less the £50 excess.

Can’t recommend Taurus enough! Absolutely brilliant service. Easy to upload documentation and prove ownership using the online service. Had no requests for any more documents from Taurus, everything was accepted first time.

Thanks you!

Date of experience: 10 March 2024

Sorry for the one star review as that is the least I can give, this is worst experience and a waste of my time I had with an insurense( subscribed to gadget insurense through post office), they say it takes two days for a claim to be approved but they drag your claim by asking many things for example I was told upload a photo of the product box and I had uploaded it and they took two working days to process it and requested to upload all sides of the box, using these kind of excludes they dragged my claim for about a month and arranged a meeting with a senior claims officer and she informed me I will get a result by next working day and now they are asking more documents. For me time is more important rather than money as I could have bought a new laptop, it's not like I will be loosing my laptop every now and then. But finally what I can suggest for people who are looking for a gadget insurense is look for other alternatives. Thank you for wasting my time and money.

Claim details:- NCL/PO/00081699/SAG-1

Edit:- Initially I had provided all the information but you people had wasted my one month of time by asking me this document, that document etc... This is not I was signed up for I was told it was a two day process if the submitted docs were right, I had submitted everything and the one of the worst documents I was asked is the transaction made between me and my friend. Now tell me what is the point of me clinging to the insurance and waste another month of time. With the I had wasted on this I could have easily bought a new one and I had explained I was told in the meet with senion executive that they will let know my claim status in two days and then after two days they are informing of new documents etc. This is the worst I heard. So whatever the case and documents I submit you people are like we need more and are wasting my time so I had to cancel things.

For me time is more valuable than money

Date of experience: 08 April 2024

I had my phone stolen on holiday and read the reviews before submitting my claim which was through travel extras via Taurus. And exactly what everyone else said happened they just keep asking for the documents I provided at the very start over and over. My claim has not been paid.

Date of experience: 01 March 2024

I lost my iPhone 14 Pro. After reading all reviews was worried that there will be issues with my claim. I submitted all the required documents (a lot, but this is a standard process for all insurance companies) and within a reasonable timeframe received the reply that my claim was approved. I was supposed to receive a refurbished iPhone 14 Pro as a replacement. Again I was worried that the refurbished phone is not going to be good. I called the company and asked whether I can get a financial compensation. That was not possible and I waited for my phone. It was shipped and arrived very quickly! The phone appeared to be in excellent condition with a 100% battery life. I am very happy, have no concerns over the replaced phone. Thank you, Taurus!

Date of experience: 27 February 2024

This company is not to be trusted.
I made a a valid claim with all proof of ownership, police reports when on holiday.
All they did was squirm out of it and denied the claim.
I have taken them to the ombudsman.

Do not have the same experience and avoid these scammers.

Date of experience: 01 March 2024

Taurus have been absolutely awful and impossible to deal with. For months I have sent them countless documents and my claim has gotten no where, they asked for a photo of my box which I sent they then claimed as the box was sealed in the photo they cant accept it?? Who keeps the phone box? They have had countless documents from my network provider, icloud screen shots etc yet now request the metadata of the photo taken of the box? They make up ridiculous requests for evidence, they clearly do not care about processing any claims which is clear from the reviews on here. This company has caused me nothing but stress do not use them! I will be pursing a complaint with the ombudsman and looking to take legal action as this company is awful!

Date of experience: 25 February 2024

Bought the highest level of cover Platinum - it said it covered travel delay - 50 quid per 12 hours

Turns out they rely on some small print that says travel delay only applies to the 1st leg of any journey! This is worldwide insurance - yet in my case it only covers 1st leg from edinburgh to paris

All complaints have been taken to the time limit of 28 days, with a further 28 days extension - have now had referral to the Ombudsman - their guidance states that if you have that restriction on the definition of travel delay then it should be highlighted at time of sale.

I'm fairly optimistic I can get it back in due course, but what a huge waste of time Viva/Taurus travel insurance have been.

Date of experience: 07 November 2023

Don't use TAURUS aka Royal Mail gadget insurance as they are quick to take your money and promise ''insurance/protection'' but when you have a problem they will just point at manufacturers' insurance and ask you to use them instead. What was the point in paying you guys? Waste of time and money, they will find a reason to decline your claim! DO NOT USE THEM THEY ARE WORTHLESS INSURANCE COMPANY
Don't get insurance from this company as they will just ask you to contact the person who sold you the device and claim under warranty. -

Manufacturer Warranty
Means the period where the manufacturer will resolve any defects in materials and workmanship when your gadget
is used normally in accordance with manufactures guidelines for a period as specified by them

Date of experience: 21 February 2024

You better read carefully the small print in the policy of this company. I claimed for a stolen phone and duly ticked the box for "refurbished" in the form. It took me ages to gather all the information about the incident and upload many supporting documents. However, my claim was declined because I did not buy the phone from Samsung but from a reputable third-party seller. This was the reason why Taurus rejected my claim. I don't understand why the company did not "red flag" this stipulation when I ticked the relevant box in the claim form and went through the tedious process without any avail. Taurus's policy flies in the face of environmental responsibility because it excludes recycled gadgets. All in all, the experience with this insurance company was more frustrating than the phone theft.

Date of experience: 16 February 2024

Terrible. It's been over a month now and I'm still waiting for my lost camera to be reimbursed. Nothing happens unless you call you them and then whoever answers will just tell you to wait 2-3 working days and then when you call again someone else will say the same. Can't believe how this is I've got a camera business to run. My claim was even accepted last week and I still no acknowledgement or indication that I'll receive my settlement anytime soon.

Date of experience: 12 December 2023

Do not touch this company. Two reasons, they will try every thing they can to not provide you with a replacement phone if your phone gets stolen.
Most importantly, when you eventually get a replacement phone which will take minimum 3 months, this phone will not be genuine. The company provided me with an iphone with a non genuine phone camera. This has been checked by three companies and I have lost out on £300 for this. They informed me that the time it took for me to find out it was not genuine was too long so they can't do anything about it. I am currently pursuing this via the financial ombudsman. Anyone who works for this company should be ashamed of themselves. If anyone else has had this issue please comment as I am trying to get as many customers together as I can to build a case against Taurus and Switched On Insurance.
Ignore their reply to my review, they are doing it to save face but they are lying. There is no way they are using genuine Apple components in the replacement phones, they are severely cutting down costs for profit at the expense of customers.

Date of experience: 17 February 2024

Horrible experience!
I filed claim for my AirPods Pro which I lost in gym they mention on website that they aim to settle claim within 2 days and today it’s been more then two weeks still waiting they again and again asking for documents even I provided everything
Really terrible experience won’t recommend to anyone stay away from this company

Date of experience: 28 November 2023

Absolutely appalling service. Had a phone stolen on holiday and 3 months later they are still asking for more documents, so far required a copy of the Police Report, proof of id, the original invoice, separate proof of purchase, proof of usage, proof of blacklisting, proof of lost mode, a photo of the original box, an iCloud screenshot even though its been deleted from the iCloud after theft!!, and are now claiming that all the IMEI details dont match up even though they do. The sad thing is that the Insurance policy was taken out with Holiday Extras who then had Davies group underwrite it and they subbed out the 'gadget' insurance that we paid extra for to Taurus. Needless to say we will make very sure next time that Taurus' name is no where on our holiday insurance contract!!

Date of experience: 19 November 2023

Claim Reference Number: NCL/TS/00077672/SUT-2

In reply to taurus, it’s not an additional add on, I bought the elite insurance not the classic insurance which does not come with gadgets. However the elite does and you would know that if you had checked my documents properly.

Date of experience: 13 December 2023

I purchased gadget insurance with this company prior to travelling to Portugal. I then lost my mobile phone during our holiday. I am still trying to get them to process my claim despite already providing the following:
Proof of identity (provided 3 times)
Proof of address
Proof of purchase/ownership
Proof of Usage
Proof of Blacklisting
Proof of Loss (via Report my Loss.com)
Proof of Travel
Photo of original box showing IMEI and Serial Number

Avoid these con artists like the plague!

Date of experience: 19 June 2023