Taurus Insurance Services Avis 

Case ref: NCL/SO/00105912/CAD-1

I want to share my experience with a phone loss claim that has caused me significant stress and frustration. I lost my phone on the 5th and filed a claim on the 6th with this company. Initially, they requested several documents, and I had to write a witness statement to support my claim. After submitting that, they asked for even more evidence. This required me to contact the store where I purchased my phone and reach out to my network provider, which added to the hassle and stress of the situation.

After gathering all the required documents, which took more than 10 days, I submitted them again. To my confusion, they requested additional documents a second time without even reviewing what I had already sent. I spoke with them again and submitted everything once more, but my claim was ultimately declined. They claimed I left the phone unattended, despite the fact that it was securely inside my backpack.

The company’s terms and conditions imply that for a loss to be covered, the item must be within my attention at all times. They essentially equate "loss" with "theft," stating that if my phone is taken from my hand, it's considered theft, not a loss — yet they still didn't accept my case.

I clearly explained my situation to customer service, but they were unhelpful. I spoke to a representative named Charley for about half an hour, and it felt like I was talking to a wall. He refused to transfer my call to the claims department or customer relations. When I finally did get transferred to a manager named Kevin, he also seemed unwilling to assist. We spoke for about 45 minutes, but the conversation led nowhere; he continued to stick to his position without escalating my claim.

I became very frustrated and asked him to at least take my complaint. He did that but refused to write down any details or transcribe our conversation. He simply stated that he could listen to the recording, which felt inadequate given the circumstances. After two days, I received a call from the customer relations department, where a representative named Steven told me they still believed their decision was correct without being willing to accept my explanation or assess my situation.

I felt dismissed and can no longer trust this company. I believe it operates like a scam, and I want to warn others to avoid insuring with them. It's not just about my phone; it represents a larger issue for anyone who puts their trust and money into this company.

In a particularly frustrating twist, Steven told me that their policy covers pickpocketing as a loss but does not apply to my situation, where I left my phone in a safe place. This is absurd. If anyone is insured with this company for loss, do not even attempt to explain your situation — just say it’s a pickpocket incident. They seem more inclined to believe fabricated stories than the truth.

This company is a scam, and I wouldn’t even give it a star if I had a choice. However, I feel compelled to share my experience. I have now applied for an Ombudsman review and hope to find justice for my case. I will continue to update this review as I receive news about my situation. Thank you for taking the time to read.

Before I explain my situation, let me start with this... You can fight back, and it works. If you’ve had your claim unfairly declined, or if the service you received was just bad (which let’s be honest, most of us on here can relate), you can escalate it to the Financial Ombudsman Service (FOS). It’s free, takes minutes to start, and costs Taurus £650 for every case that’s opened, whether they win or lose.

FOS will review how your case was handled, and if they agree that the service wasn’t what a FCA regulated company should be delivering... Which is very likely, they can order Taurus to compensate you. If your claim was wrongly declined, they can also order Taurus to pay it out in full, potentially with interest. You can start the process by going to the Financial Ombudsman website. This is how you can hold Taurus accountable for their actions.

Now here’s my experience. Like many of us, I’m currently dealing with Taurus and having the same unfair treatment, delay tactics (they will request documents in separate emails over a period of days/weeks when they could reasonably send it in one email), repeated requests for irrelevant things, and slow communication that turns a simple claim into an exhausting process. They’ve asked me to provide things that are nowhere in the policy wording. If it’s not part of the contract we signed up for, they can’t enforce it.

My claim involved lost items during a short trip. I’ve sent them everything they requested which a reasonable person could be expected to: proof of travel, receipts and invoices, police reports, more than enough. Yet weeks later, they’re still asking for additional irrelevant documents for no clear reason. The longer it goes on, the more obvious it becomes that this isn’t about verifying a claim, it’s about delaying and hoping customers give up.

Some of the items I lost were part of my daily routine and genuinely helped me feel grounded. One or two of those items felt like a kind of therapy for me. Being without them has had a real effect and instead of support, I’ve been met with silence, delays, and unnecessary hoops to jump through.

At this point, there’s no reasonable explanation for why my claim is still being dragged out. I’ve provided more than enough evidence, I’ve been transparent, and I’ve followed every instruction. The way this has played out feels less like a fair assessment of the claim and more like bad faith or some sort of underlying bias or decision that was made before they even looked at the claim properly. I can’t say for sure, but that’s how it feels. And that’s not right. Not for anyone.

But again, you don’t have to accept that. Complaining to FOS is your right, and it’s one of the most effective ways to hold Taurus accountable.

If my claim & complaint is properly handled and this issue is resolved within the timeframe on my complaint, I’ll happily delete this review and replace it with a 5-star one. I’m not here to be difficult. I just believe customers deserve better.

I don’t usually write complaints, but I’ve been left with no choice. Nearly three months ago, my phone was stolen while I was travelling in Brazil. I am in the process of submitting a claim through Taurus insurance , thinking it would be a smooth process during a stressful time. Instead, it’s been nothing short of a NIGHTMARE.

Other companies don’t need this much to replace a phone. All they need is black listing, proof of payment and possibly a lost phone feature submitted through Apple. Taurus insurance have asked me for every document under the sun.

Every time I upload a new document to meet their requirements, I’m met with yet another request—more forms, more statements, more hoops to jump through. It feels never-ending. Just when I think I’ve provided everything they could possibly need, they come back asking for something else. It’s exhausting, mentally draining, and completely disheartening.

I’ve done everything they’ve asked, been patient, followed all the steps, and yet it seems like they’re doing everything in their power to delay and deflect. What should have been a straightforward claim has turned into months of stress, frustration, and anger.

I feel like I’ve been treated with zero empathy or understanding, and it genuinely feels like they’re hoping I’ll just give up. I have felt no support through this entire process by Taurus claims at all! No reassurance or care. Even on the phone once, the attitude of one of the workers was horrible. He made me feel like I was just another dumb customer. He even suggested that I submit my claim when I didn’t even have all my documents ready. They wanted me to fail knowing if I submitted my claim then, it would decline. It’s not fair and no one deserves to be treated this way after going through something as upsetting as a robbery abroad. I was without my phone on the trip of my dreams.

To anyone thinking of using this insurance company: think twice. They may be affordable but you definitely get what you pay for. When you’re at your most vulnerable, this is not the kind of support you want.

Also to finish, when I first was travelling this company was advertised as switch on insurance. When I was processing my claim, it’s now Taurus insurance? Misinformation.

I can confirm that Taurus’s claims process is highly effective. While the company does request a substantial amount of supporting documentation, I found the process of submitting these materials straightforward, particularly through their user-friendly claims portal.

Given that industry estimates suggest up to 40% of gadget insurance claims may be fraudulent, I fully support Taurus’s thorough approach to verification. These measures not only help maintain lower premiums for genuine policyholders but also ensure that resources are allocated to assist legitimate customers.

Throughout my experience, Taurus responded promptly-typically within a few days-and their communication was consistently courteous and professional. My claim was settled efficiently with a payment, allowing me to purchase the necessary replacement items without issue.

Overall, I am very satisfied with Taurus’s service.

not trusted insurance, wasting your time and zero help if something happens and they just taking your money and worst experience with them... they should be banned.

don’t buy this policy. they making only money not responsible for anything. prices are high and service is cheap and poor. They blame on other companies as they not doing enough for their customers

Honestly, this company is just so incredibly bad at responding. It takes upwards of a week for them to reply to emails. It just seems like they’re hoping you get frustrated and give up!
I had an interview with a senior claims advisor; and I thought that would be the thing that sorted it all but yet again, they send more and more questions which they then take ages to reply to/review your answers.
I would not recommend taking out insurance with them, especially if you use your gadget a lot and need it to be covered quickly.

Very hard to get a replacement with them,every single email sent from them is even more questions,you answer them and then after 2 days new things asked,I really strugle at work without a handset as I always have to make photos and send emails...3rd week dealing with them

NCL/PO/00101534/KRI-1

I was told that i would receive the settlement amount in 2 working days on 3rd march and now its 11th march and still i haven’t received the settlement. I called them yesterday and they said they need 5 working days to process the payment and today ( 11th ( day after 5 working days )) when i called they said they dont know why the finance department did not send the money and they need 2 days to find out why . My camera and lens was stolen on 5th of February and they asked for tons of documents which i provided for them to approve and after 1 month of procedure they are telling me that they dont know why the money is not sent to my account. Completely disappointed.

i made a gadget claim for my laptop that got damaged whilst traveling and my claim was declined because of some technical wording in the policy hidden small letters and the excuse was: Accidental damage if the gadget is stored anywhere out of your immediate control! my laptop was stored in the luggage area of a bus. My advice for the future is never take out an insurance policy from a company that only has 2 star rating like this one.
They did not reply anything other than confirm what i wrote above that they have a policy that is very carefully written in a way that they could dodge any claims against them in a very clever shroud way

Responded to claim within 24 hours and the whole process was made as easy as possible!

My insurance policy used Taurus as a sub-provider. After having my phone stolen on holiday I filed a claim and they said they would provide a like for like replacement. I was worried at first because they ask for lots of documentation including proof of purchase which, it being an old phone, I didn't have. However I felt they were very accommodating and working with me not against me when I explained the situation and provided alternative documents to the best of my ability (bank statement screenshots etc). Getting my phone stolen threw up all kinds of stress so I was grateful they weren't unnecessarily creating extra aggravation just for the sake of adhering strictly to documentation requirements.

NCL/PO/00102201/SAL-1.

I don't make a habit of writing bad reviews but this one really made my blood boil that i just had to.

Lost phone recently and they asked for all the usual documentation which WAS expected and i thought that would be it. WRONG

they say 2 days to resolve an issue but what they REALLY mean is that it takes 2 days for them to respond to any of your emails regardless even if you respond with a simple "yes" on the Monday they won't respond till the Wednesday.

let me make it clear, i have no issue with the information they're asking for, it's clear they are trying to prevent fraudulent claims and i totally accept that.

BUT its the customer service and the actual claims process that is the frustrating part of this whole saga.

This makes me question if the good reviews are legit it's that bad to deal with this firm.

🚨 SCAM ALERT – AVOID TAURUS INSURANCE AT ALL COSTS! 🚨

I have had the worst experience with Taurus Insurance! 😡 It has been OVER A MONTH, and they still haven’t accepted my claim, despite me providing every single document they requested. 📄📩 Instead of processing my claim, they just keep asking for more and more and more documents, clearly trying to find an excuse to reject it! 🤯

This is not a real insurance company – it’s a fraudulent scam! 🚨 They treat their customers like garbage, wasting time and energy with endless delays instead of doing their job. 💸❌ If you’re thinking about using Taurus Insurance, DON’T DO IT! You will regret it. 😤

💀 Avoid this company at all costs – they are a complete disgrace! 💀

I’ve had a 7 Gadget Ultimate policy for two years. About a month ago, my phone was damaged, and it took them a week to agree to accept it—thanks to their paperwork issues. (They hadn’t updated the IMEI of the replacement phone they had previously sent me, which was entirely their mistake, not mine.)

Once I sent it in, to be fair, they were quick to send a replacement. However, they sent a black iPhone instead of a pink one—my daughter wasn’t impressed, but oh well. Then, when I turned it on, I immediately noticed a black spot on the screen about the size of a 5p coin.

That led to another week of going through their returns process. I sent the faulty phone back on Monday using the postage label they provided. Now, five days later, they still haven’t even acknowledged receiving it at their warehouse—despite the fact that tracking shows it was delivered four days ago.

My daughter has ADHD and autism and refuses to take a taxi to school without a phone, as she believes something will happen. So, for nearly three weeks now, we’ve had to drive her—20 minutes there and 20 minutes back—because of this mess. It’s incredibly frustrating, considering she was previously taking the taxi without issue.

I will update this when I finally receive the phone back.

Update:

I just called them, as the phone has been sitting in their warehouse for four days, and they haven’t even processed it yet. I was told they need another five days to look for a replacement or repair it. Absolutely ridiculous—I’m fuming.

Then, I received this:

Good afternoon,

Please note that your device was received by our repair partners; however, it was heavily damaged and therefore not covered under warranty.

Luckily, I took pictures before sending it—front and back—showing it was packaged in the exact same box they originally sent me.

After pressing them, they finally sent me the same pictures I had originally provided of the device being packaged. The phone was completely fine, aside from the screen defect I originally reported.

Dear James,

Thank you for contacting Switched On Insurance.

As requested by the claims team, please find pictures of the device.

If you need anything else, please let me know and I will be more than happy to help.

Kind regards,
Jennifer – Senior Customer Service Agent

This is honestly unbelievable. They’re claiming it’s a warranty issue but can’t even provide pictures to support their claim, while I sent them clear evidence over a week ago.

Meanwhile, our daughter is still struggling because they keep delaying, refusing, or pushing the issue back by another five days each time. We’re now looking into legal advice.

We are writing regarding the device that you have returned as faulty to our replacement partners.

We regret that we are not able to replace this device under warranty, due to the damage it has sustained.

We appreciate that you have provided photographs and a video of the device, prior to you sending it in the post. Unfortunately, regardless of it's state prior to you sending, it had suffered significant damage on arrival at the replacement centre, therefore, a new claim would need to be submitted in order for us to be able to dispatched another replacement.

The claim will be subject to an excess of £50.00, which will need to be paid once the claim has been logged and approved, however, we have spoken to our customer relations team, who are willing to refund £25.00 of that payment as a gesture of goodwill.

Please confirm your understanding of the above and advise us if you feel this is a suitable resolution to this matter

Kind regards,
The Switched On Insurance Claims Team

After being the victim of a horrific mugging in Thailand I presented every document asked for including police reports. Taurus have done nothing but deflect and ask me constantly for additional paperwork that I just can’t provide. A paper receipt for example when a bank statement and proof of purchase had already been supplied. To top this of, the tone of the emails are accusatory and suspicious as if I am somehow not telling the truth or withholding information. They have even tried to ‘catch me out’ by picking up on adjectives used in my emails. I am a 50 year old disabled victim of a horrific crime and this has caused me nothing but stress. The list of things they require is endless and ridiculous and irrelevant and obviously made to avoid paying out on claims. Please avoid this company at all costs.

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