Taurus Insurance Services Arvostelua 

Simple link to register my claim, approve swiftly and promotly and alternative arrangement made when I couldnt afford to take a day off to drop off to my local Samsung supplier
Customer service all based in UK,

Lost a phone while on holiday and had gadget insurance.
Claim was made almost impossible with obstacles put in the way every time saying I needed police report, needed to call the taxi company via social media etc etc irrespective of the language barrier. Several phone calls later and extremely poor customer service and after 2 weeks going back and forth, I received a refurbished phone replacement.
It kept turning itself off and disconnecting from the Internet. Another call to Taurus was made and they said send it back. Sent the phone back and over a week later no communication or anything received. Another phone call made to Taurus. The same phone was sent back to me with the exact same issue. Tried calling Taurus AGAIN to find they're only open Monday to Friday. AVOID

Can't say much about the company so far as they're very slow at responding.

Any company I've dealt with in the past has been very quick and will actually give information over the phone.

Lost a bag on a trip which wasn't recovered by the operating company for the railway. Submitted a claim but they only work Monday to Friday and loss was at a weekend. So can't tell if all requirements are met because couldn't speak to anyone at the time.

Submitted all documents on claims portal and silence since, called but was told could be today but unsure but if not call back and would be marked as priority. Every case should be priority should it not?

Will update if service changes.

Update 05/02

After submitting loads of documents at the time of claiming they come back with a request for even more documents. Why aren't these requested at the time of submitting a claim is beyond me.

This now delays the claim by a further 2 days because it's new information, the original submission wasn't looked at until day 3 so we're now on day 5 of the claim being submitted.

I'll definitely be reviewing who provides cover under insurance policies in the future.

06/02

Day 5 since claim submitted to Taurus, despite responding to their request for multiple documents almost instantly no further contact received from taurus.

Be prepared to supply about every piece of documentation you've ever owned about anything, they literally ask for your inside leg measurements if they could.

Im awaiting the expected "we need more information" email probably tomorrow morning 2 full days after their last reply, based on other reviews they appear to wait until their SLA had expired.

06/01 - PM

Apparently the claim has been sent to a senior claims handler to deal with and to "give them some time".

So no time line is supplied so could be a few hours, weeks, months or years who knows.

This again all shows the poor quality of communication given by the company. A customer simply need clear timescales when dealing with issues and not vague information.

Will update with any further progress

THIS COMPANY IS A SHAME. DO NOT USE. You only have to see the 1 star reviews.

The company website does not work.
The keep sending messages saying you need to send missing information even though i had send the information.
The stalled the call and then it was denied because find myidevice was not switched on. Apple confrmed the device had been reset as it had logged me out of iCloud. Apple said there no way Tarius can see that findmydevice was not switched on was the device was reset.
I have bought a new ipad and restored the last backup that showed findmydevice was switched on. I offered to have a call with apple so the could explain. This company is a scam and if your electronic claim is denied make sure you take it to the ombudsman. I submitted review before but it was not posted.

I had an incredibly disappointing experience with Taurus Insurance when trying to claim for my lost iPhone.
1. **Unreasonable Documentation Requirements**: The number of documents they demand is absolutely ridiculous. On top of that, I was forced to pay £5.00 to complete an online form through "Report My Loss," which seems completely inappropriate and feels like an unnecessary hurdle.

2. **Terrible Customer Service**: Their customer service is nothing short of horrendous. They repeatedly requested the same information, even after I asked for clarification. Instead of addressing my concerns, I kept getting the same unhelpful responses.

3. **Poor Communication**: Their phone lines are only open Monday to Friday, 9–5, making it nearly impossible for anyone with a full-time job to get in touch. Emails take at least two days or longer to get a response, adding to the frustration.

4. **Misleading Claim Timeframes**: They claim insurance approvals happen within two working days after document submission, but my experience was far from that. They repeatedly asked for documents four times, and each time, they would respond only at the end of the two-day period. It ultimately took over 15 days just to collect unnecessary documents. After I submitted the last email, they didn’t bother to reply for several more days.

5. **Rude and Unprofessional Attitude**: Their customer service team displayed a rude and dismissive attitude throughout, adding to an already stressful situation.

I regret choosing Taurus Insurance and would strongly advise others to avoid them. The stress, delays, and unprofessionalism make them a company that cannot be trusted to handle claims efficiently or respectfully. Save yourself the hassle and look elsewhere! 👎

Second time in 3 years I've had to claim and much like the first time it was an easy experience.
Reported the damage via the claims portal and repair was approved immediately. Given the option as to how I wanted the repair (chose local EE store) paid out of my own money (which I know isn't an option for everyone, but they have options to send it away at no cost) money minus the -75 excess was in my bank 2 days later.
I've been with Taurus (Debenhams gadget insurance prior to a rebrand?) for 5 years. Not even looked elsewhere for my gadget insurance. I honestly can't recommend them enough based on my experiences with them

I had insurance my laptop with this company, and has been stolen in belgium, i did the claim not only they asked thousand of documents and even some of they again and again, but my claim has been declined because i didn't look after my laptop that was on my car, and was my fault that they stole it, so when you insurance your item make sure that your staffs is hidden very deep and no one can be able to steal it. Honestly any positive review for this company is scam and all the company is a scam, I wonder how the hell they are running in UK and no one close them down. Decently I'm going further with this and not letting them like that with Financial Ombudsman Service. I wish I could have seen the reviews before I insurance my laptop with this company at least I could have save some money. The claim number NCL/SO/00091545/PET-1.

I am a person who suffers from anxiety and this company has destroyed my mental health.
So I lost my phone 2 weeks ago,reported it through their portal and submitted the required documents,still no resolution till today! Each time I phoned trying to chase them their response was either “we will reply within 48 hours” or “the weekend doesn’t count on the timeframe” or “wait for the reply” they don’t even handle the calls as the brokers answer the phone and they don’t allow you to speak to claim handlers,Every one know how much we rely on mobile phone for everyday tasks and how frustrating it feels to stay without a device and hence why am paying EACH MONTH for insurance to make sure am comfortable in the event of an incident but it’s seems that this company likes to cash in but not out and I would rather save my money in the pot that would serve me better in this future rather than this company
Ref NCL/NG/00099975/BOU-1

If I could leave more than 1 star I would. HORRENDOUS SERVICE.

1. Lost my phone on November 1st 2024 and I am writing this on January 4th 2025 still with no phone. The online portal continued to log me out, saying my password was incorrect when it was not in fact incorrect. No reset emails would come through, once your log in it would log me back out.
2. The amount of documents they ask you to provide is ludicrous? Also have to pay £5:00 to complete a form online called report my loss? This does not seem correct.
3. The customer service is horrendous they continue to respond to emails requesting for the same information, even though I asked for clarification, they would just respond with the same replies.
4. I had some issues with O2 and Virgin merging which I attempted to explain, they were not receptive to this at all.
5. Phone lines only being open Mon- Fri 9-5 makes it incredible difficult for hard working people to make contact while working.
6. Responses to any emails are by 2 days or longer.
7. I estimated I spent around 20 hours trying to gather all the information they requested.
8. The whole process is designed for individuals to become so stressed out they give up with their claim.

I personally should have read the policy in more depth, however, looking at the reviews, it seems this is a consistent theme. For all different types of claims and request. I personally think this company are conning hard working people. Those who may not be as technically able would also find this process highly challenging and the phone line always refers you back to the online site.

DO NOT GO WITH TAURUS.

Avoid This Insurance Company at All Costs

I had the unfortunate experience of dealing with this insurance company after I dropped my iPhone 12 Pro. Instead of replacing it with the same model, they sent me an iPhone 13, but not even the Pro version. Upon receiving the replacement, I noticed that the battery health was only 85%, and the phone wouldn't last more than five hours on a single charge.

To make matters worse, when I tried to return it, they claimed the phone was damaged (despite me taking clear photos before sending it back) and asked me to resend it. This caused another two days without a phone. I still haven’t received a proper replacement, and now the iPhone 12 Pro they eventually sent me has a battery health of 95%, which is already declining rapidly. It won’t last me through the day.

As someone who relies on my phone for health reasons, this has been incredibly frustrating and inconvenient. I’ve had nothing but trouble and delays, and I’m still without a reliable phone. If you value your time and need dependable service, do yourself a favor and avoid this company at all costs.
Claim ref- NCL/PU/00088043/HOP-2

Had the misfortune of purchasing insurance with Taurus. Please avoid at all costs.

I am currently travelling and was unlucky enough to have my laptop break and then my phone stolen.

First claim for my laptop got rejected, after appealing they now want me to get an engineers report and have given me a deadline. I’m still travelling, which they know, so won’t be able to sort that out in time.

Second claim was for my stolen phone. Here they flat out lied and essentially said it’s on me which is wild.

No idea what I paid for really. All my gadgets lost or stolen and they won’t help. Very disappointing. Based on the service and outcome so far, I can only assume it’s small tin pot kinda company who doing anything not to pay out and scam its customers.

I get the reviews stating the claim process is quite bureaucratic, however I guess there is such an epidemic of phone theft, insurers have to fully validate phone ownership and theft.
After I submitted the required documents, I had the claim agreed within a week and my phone replacement 4days later. Although the claim process is longer than I've experienced with other insurers, they had a friendly and helpful customer service team and took a maximum of two working days to respond to each communication.
I'm glad it was agreed in the end - keep all the documentation you own when purchasing a phone in case the worst happens!

Taurus took 2 days to fix my phone and get it back to me, it actually feels like the day I first unboxed it, this is the second time I have had my phone fixed by them and I cannot fault them at all

NCL/TC/00096489/AME-2 - Reported to the financial ombudsman for the mishandling of my claim and shows clear repeated incompetence, unnecessary delay , inconvenience and financial impact. Taurus Insurance is not adhering to Principle 2, Principle 3, Principle 6, Principle 7, Principle 8, Principle 9, and Principle 12 of the FCA These breaches collectively demonstrate a failure to handle my claim in a fair, competent, and transparent manner.

I recently had my phone stolen in the street. It’s pretty much being mugged and so I was quite shocked by the whole experience but glad to have insured my phone and I knew I could get a replacement. I guess it can’t be easy for insurance companies at the moment with such an epidemic of phone theft. There was a lot of paperwork to gather initially showing evidence of owning the phone and various forms from my provider. It felt a bit daunting and was a little bit cold. And I didn’t feel I was getting any sense of timeline or expectations. However,once I had written to customer services to express my concerns, I was treated with respect and courtesy. Once all my documents have been reviewed, I received a replacement phone within two days. Can’t say fairer than that.

LISTEN UP MY CAR WAS BROKEN INTO AN A COUPLE OF THINGS WERE TAKEN 1 OF IT WAS INSURED WITH THESE AN 1 WAS WITH MY BANK AN THE BANK PAIED ME OUT FOR MY PHONE BUT TAURUS NEVER COME UP WITH EXCUSES EVEN THO I JAD A CRIME REFFRENCE NUMBER
PLEASE EVER1 THAT GONNA GET A POLICY OF THEM DONT NOT WORTH SPENING UR CASH ON THESE THEY JUST A WAST OF TIME REALLY WASTE OF TIME AN YOUR MONEY

No no even got an email saying if you can't give a repair recipe then provide a picture of the window repair an that I did

Very efficient
Im surprised at the reviews as I had to sort the insurance out with them with some refunds involved
I got through straight away. The advisors were polite and efficient
They did ask for a lot of checks etc but I’m happy with that as there’s so much fraud about- I’d rather they were careful
Everything was sorted quickly
I’m very impressed and would use them again and again

Terrible company that would keep you chasing them for hours on end requesting ridiculously excessive documents. A lot of people would just give up.
SCAM
SCAM
SCAM!!

Absolute excellent customer service from start to finish. The portal is so easy to use and upload documents.

I made a claim for a stolen phone on my Puffin Travel insurance.
The claims portal is not all user friendly, Also i had to provide a huge amount of unnecessary information in order to have my claim approved. I’m sure many people would just give up. There is no opportunity to speak to anyone in person, and if you are claiming for a stolen phone it is possible you have lost a lot of the information they request. My 11 month old iPhone has been replaced with an unboxed refurbished phone that is not the same colour . My mistake is not to read the terms and conditions of my Puffin travel insurance. I naturally assumed i would get a new for old device or at least the option of a cash settlement.
Refurbished phones contain older parts, ironically often from stolen devices. The whole industry is a joke. Check your policy terms and conditions and avoid at all costs. I wish i had claimed on my home contents policy. i would like to hope if i had a medical issue Axa would have provided a better service