photoGuard Avis 

Unprofessional. When you claim they will deny and not pay. Since 2023 with them, 1 claim over the years and now that I had an incident with one of my lenses they run away without helping.
Update: now they are replying emails super politely since I wrote the review. They are just replying to proof that they are helping with the case when the claim is close. I have sent all the documents that they required but no solution.

Just politely saying that they will take the complaint in thei department etc… “bla, bla, bla , bla…” I am loosing £1800, never mind. Just warning people about my experience.

I have been a customer with Photoguard for 6 years now. The premium has gone up every year without fail. My premium (despite never making a claim), is now over 30% more than it was when I first took out the policy. I recently slipped and caused what is probably fairly slight damage to my camera, but I decided to claim to hopefully get it repaired, only to be notified that I had not added a camera to my policy, and I was only covered for acessories (to a value of £8000). Great way to treat a loyal customer!

The Advisor told me the information i needed about insureing my items. They werevery polite & answered
All my questions. Very pleased wit service.

I had been with Photoguard for years, however when I did eventually need to make a claim, Photoguard refused to replace my equipment. After a year of stress and writing statements and letters, scanning receipts and bank statements they would not compensate me. I took my complaint to the financial ombudsman service who thankfully decided in my favour and requested that Photoguard uphold my claim and pay me compensation for emotional distress. It looks like now, after two years of fighting I may actually get the replacement equipment that the policy covered.

I have been a policyholder with Photoguard for over five years; however, I had never previously needed to file a claim, as I prioritised the safety of my equipment.

Unfortunately, I recently experienced an incident that damaged my equipment. I was impressed by their efficiency; they contacted me the next day, resolved the situation, and completed the claim process within 24 hours.

They arranged for a replacement from a trusted UK supplier, and the entire process was executed with remarkable speed and professionalism. I would highly recommend their services.

Regards,
Salman Siddique

I had a pretty rough theft of my equipment in December and Jamie Hammond and Sharon Bridgman dealt with my claim efficiently. I was worried about losing work and contacted them a lot leading up to and after Christmas, but they got the claim dealt with and I can't thank them enough. Hopefully this is fed back to their pay review.

I've used Photoguard for a very long time - well over ten years. I recently had to make a claim and I was very happy with how quickly and efficiently they handled the process. I would recommend them.

Now been with PhotoGuard for 5 years.
Last year I had a camera 'escape' off a tripod, hit the ground and the lens actually break off at mount (which is unusual I understand) - as in the ZMount was still attached but where the lens was attached to the mount ring the whole lens came free. To add to that it bounced off at cliff on the furthest point on Lands End. Luckily I was in a group and we all took shots of the the lens remains etc.
Called PhotoGuard expecting the whole 'we can repair' thing which wasn't going to happen. The lens cost was paid and received within a week (I think the fact I still had the mount ring helped as it was obviously a broken rather than lost lens.
That's the thing - an Insurance company is only really as good as their claims.
Based on this its a 5 Star Experience. - Its not cheap - but is covering over 20K of gear.

Very poor, difficult to make a claim, will not renew my policy.
Very disappointing.

Very helpful agent. Spent unhurried time with me to upgrade my Photographic and Astronomy equipment cover.
When I had a burglary, the claims agent was incredibly helpful in helping me replace all of my equipment that was covered by the policy.

Currently looking for camera and lens insurance and came across photoguard. I’ve read some of the negative reviews and there are enough of them to put me off. I’m not taking that risk, I’ll insure elsewhere.
So whilst I’m not qualified to comment on performance etc, I think it’s only fair the PG are aware that they just lost a potential customer.

no wait time on call line, quick, smooth and easy to amend policy

Great all round

Excellent help & guidance in setting up new camera cover policy from Kai.
Many thanks

photoGuard provide straightforward insurance packages at a very reasonable price. I renewed again this year and was assisted by Caitlin who was very professional, friendly and helpful and made sure that the deal I had was right for me. Customer service done properly.

Just great service. I’d forgotten to change my bank details, but received a reminder from Iva, who was super friendly and helpful. No fuss, no problems.

Great customer service! Spoke with a guy called Kai and he was super friendly, talked me through everything pretty clear, and had great energy which is always a winner! The guys a legend, he deserves a raise…hint hint

Just opened a policy today, I’m new to photography and therefore new to the insurance side of it all. Kieran could not of been more helpful! Really lovely lad and had patience and understanding with me!

5 stars for KAI for his customer service.

What a lovely guy! He talked me through and sorted my photography insurance in no time. Very helpful and professional, but at the same time I had a feeling like I am chatting with a friend :)

Thank you!

photoguard.co.uk & thistleinsurance.co.uk

I will amend this review if my claim for loss of lens due to theft is reversed.

So far I have received poor very performance from this company which should make you think twice about using them.

I shoot a lot of corporate events, usually on my own. I was photographing in a room and rested my long lens and monopod to shoot some wider stuff. When I turned around my lens was no longer on the monopod, it had been stolen. Bare in mind this is a high end corporate event with lawyers and accountants, an AV crew, security to gain entrance to the building.

Therefore, to have a lens stolen is a highly unusual circumstance, and in my 25 years as a photographer shooting these events, such a thing has never happened.

So, I naturally assume my insurance company, Photoguard, will have me covered; WRONG. They are telling me because I did not have my eyes on the lens they are classifying the theft as an unattended item, therefore not covered.

Think about that, guys and gals, as an event photographer you are required to have your eyes on your kit throughout, because if an item gets stolen and you were not looking at it, photoguard.co.uk & thistleinsurance.co.uk will not cover you.

I am challenging their decision as I feel they're deliberately using 'unattended' in its most narrow sense in order to weasle out of not paying.

Standard insurance company behaviour but then one has to ask what other areas they will fail in their duty of care towards their clients? One has to ask if their Public Liability would be applied properly or is it toilet paper like their theft cover?

I am challenging this decision internally with photoguard.co.uk and thistleinsurance.co.uk, if I am unsuccessful I will be pursuing them via the financial ombudsman.

As it stands Photoguard/Thistle Insurance have shown themselves to be shyster chancers.

Be warned Photographers; you pay photoguard.co.uk / thistleinsurance.co.uk in good faith, feeling that when you hit a bump you will be covered...you won't be photoguard.co.uk & thistleinsurance.co.uk are appalling.