Lumley Home & Contents Insurance

Vehicle claims insurance – O800 number is useless, no one available to answer, tried several times, different days, NO answer. Decided to send email regarding my claim, no response at all. Very disappointed, Zero recommended. Show details

Very good company,very fast and honest – I purchased 60 inch TCL TV in OCT 2016 from KAMBOS with extended warranty.Two weeks before half of screen turned dark. I called lumley.Customer care executive was very friendly.She arranged local TV repairer/inspector.In next two days repairer visited and inspected TV.He said this TV can not be repaired you will get new TV.After two days JB HI FI… Read more

insurance called me and offered me brand new TV or JB HI FI gift card of purchase amount.I choose gift card. Claim settled in less than two weeks.Very happy customer.Will buy Lumley Extended warranty again.

dodgy company avoid buying there extended warranty – 12 weeks and still waiting on a replacement stove, they tried to replace with a much cheaper stove of not equivalent specifications. unfriendy, unapologetic call line staff, don't get back to you by the time they say they will. If you want to buy extended warranty with appliances don't shop at Bi Rite or Betta Electrical as this is the only extended warranty they supply. Show details

Great hassel free service – Good company been with them for 8 years, repaired car and glass with no hassles. Lumely has much better customer service Than other providers such as Shannon's insurance which were rude and unhelpful .  Show details

Insurance fraud – Do not deal with this company absolutely fraudelent. This company is trying to get money out of myself and the company that owns the car for an accident where there was no damage to either vehicles. Stay away  Show details

Don't buy Lumleys extended warranty – Not worthwhile dealing with!!! We purchased a Westinghouse that decided to play up in the last weeks {before Xmas} of Westinghouse warranty. We had extended warranty through R.T.Edwards so felt it was safe to leave until after Xmas holidays. No way - after 4 phone calls including change of whitegoods mechanic we have resorted to emails.!!!! I will… Read more

make it known to whomever not to buy extended warranty with this company!!!! Still we have a fridge that isn't working properly.

Life ruining – Horrible company to deal with, made people's lives ruined by having their own opinions about things going against something a judge ruled out and not paying out the money they owe because they have no money!! Take 3 years to deal with paying out and don't end up paying out, investigators of this company lie and say they don't take things from a… Read more

site that burnt down when really they did and didn't sign for it saying they took the things. Never ever go with company if something happens and you need help you will end up homeless or on the edge of suicide, seriously.

Samsung TV repair repair repair repair repair.......Lumleys no no no never never ever again – Samsung TV extended warranty with Lumleys-----never again It has been picked up 5 times for wifi issues and same problem To make it worse you deal with a hopeless crew in South Africa who are ever so nice on the phone but are totally useless and inefficient I am sad that a company can be so poorly run hear same/similar issues with iinet in south Africa too!  Show details

Pretty good to deal with! – Honestly after reading all these awful reviews I was just about ready not to bother calling to make a claim! We bought a washing machine from seconds world at Cremorne and purchased the extended warranty. Last week our machine stopped working 2 years and 2 months after we bought it so we called Lumley insurance after finding out they were the… Read more

point of contact. Fast forward 6 days later (4 business days) we had a repairer out who said the motor had gone, lumley said it would cost too much to repair so they would give us a $500 credit at the store we bought from for a new machine. We've just had the call from seconds world that it's been processed and we can choose a new machine. I am so relieved! Overall I found them pretty good to deal with and the turnaround for a new machine was fast!

What a joke of a company! – My car was written off by a party who was insured with lumley insurance and I have been fighting for the paperwork for over a month! No communication! Did not quote me the correct pay out figure and still to this day I am chasing them calling them daily to have this sorted before I move interstate. Never want to ever have anything to do with this… Read more

terrible so called company again. They should be ashamed of all the reviews on this site in regards to their service. Incredibly poor. They are not here to help the customer more like make the customers accident harder to deal with than it already was! People beware! Never go with this company!

Lumley Provides “Customer Despair” instead of "Customer Care" – I purchased a Bosch dishwasher from Appliances Online with an extended warranty from Lumley. The dishwasher had some issues after the Bosch warranty had expired. I called up Lumley to make claim for repair. At first everything was fine, Lumley organised a repairer who they informed me was an “Authorised Bosch Repairer” for my area. Lumley… Read more

informed me the repairer would contact me within 48 hours to organise an inspection time.

The repairer did not call within the specified time as promised by Lumley. So I called the repairer and organised a time from them to come and inspect the dishwasher.

That’s when things started to good downhill.

It took four attempts for the alleged “Authorised Bosch Repairer” to come inspect the dishwasher. Reasons for not coming at the appointed time included, sickness, thought the appointment was on another day and best of all, they just never showed up.

Each time the alleged “Authorised Bosch Repairer” did not show up, I contacted Lumley who kept on giving me assurances the alleged “Authorised Bosch Repairer” would show the next time after they had spoken to him.

When the alleged “Authorised Bosch Repairer” eventually did turn up I showed him a part I had retrieved from the filter area of the dishwasher and asked him what it was. His response “I don’t know!”

At this point my confidence in the alleged “Authorised Bosch Repairer” went south.

The alleged “Authorised Bosch Repairer” then undertook a very brief inspection of the dishwasher declaring it had to be taken away, because it would take 2-3 days to strip it down so the problem could be located. Prior to leaving the alleged “Authorised Bosch Repairer” stated he would organise a time to come and pick dishwasher up.

About a week later I still had not heard anything from the alleged “Authorised Bosch Repairer”.

By this time my confidence in the alleged “Authorised Bosch Repairer” appointed by Lumley was way below zero.

So I contacted Lumley asking them to find me another “Authorised Bosch Repairer” due to the issues I had been having. Lumley refused and told me the alleged “Authorised Bosch Repairer” they had appointed too was the only “Authorised Bosch Repairer” in my area.

Up to this point the dishwasher had not been working for about 5 weeks and I had used up a days’ worth of Rec Leave waiting for the alleged “Authorised Bosch Repairer” appointed by Lumley to show up.

So I just gave up on Lumley and found a repairer in the Yellowpages online.

The repairer came when he said he would, identified the part I had retrieved from the filter area of the dishwasher and fixed the dishwasher in half an hour.

I contacted Bosch and asked them if the alleged “Authorised Bosch Repairer” appointed by Lumley was really an “Authorised Bosch Repairer” You guested it, they weren’t !!!.

Instead of “Customer Care” , all I got was “Customer Despair” from Lumley and their alleged “Authorised Bosch Repairer”.

Hopeless/ – A unit was put into repair via JB-HiFi, with terms of the warranty stating that replacement loan units are provided if repairs take longer than two weeks. It's been five weeks, and I have barely been able to get them to do a thing. Speechless at this point, avoid at all costs.  Show details

Waste of money – Extended warranty? Do not waste your money on this through Lumley You are better off relying on Consumer Protection Law Customer service ???? forget it. Off to the Fair Trading Tribunal  Show details

Worst insurance company that I've ever dealt with – I was not even aware that I was insured through Lumley. Stay away from them at all costs. It is an unfortunate that majority of major retailers use this company, including Winning Appliances. Their customer service is very poor and their service provider is worst then them, in our case it was Sydney Appliance Repairs.  Show details

Never insure your laptop with these cons through Jb Hi Fi – This company offers quality Australia wide service (if you live in Victoria). The only warranty repair people is in Melbourne  Show details

Terrible customer service – I have paid for three years of extended warranty on my washing machine but they advised it had only two years warranty which had already expired when I claimed. I sent the invoice via email to prove it but nobody replied me since then. I called up and they said they would be reviewing and would come back but nothing has been happening.  Show details

Scam in insurance on iPhone – I had an insurance in my iPhone and I had accidentally lost my phone. Now they don't want to replace instead they are willing to give a portion of my insurance money. I did had an extended warranty on my tv before. Be careful they try to get you, scam scam.I don't know why such a company is still running and Australian government is doing nothing. Possible this company is donating loads of money to labor as well as liberal party.  Show details

Avoid at all costs! – Took out extended warranty on a TV we bought through JB Hi Fi. Have had a horrible experience dealing with this backyard operation. What should have been an easy claim process has been drawn out to what will be a 6 weeks process. Absolutely pathetic. The majority of this time was due to Lumley's inefficiencies. Constantly dealing with overseas… Read more

call centers who have no idea what's going on. Everyone seems to be working at snails pace.

Avoid at all costs!

Scam! Do Not Insure Your Products With These Thieves – We took extended warranty on our washing machine and wall oven. Both of them became faulty and both times Lumley Insurance said there is no record of your warranty. I emailed them my original receipts that clearly show that I paid for extra warranty but that made no difference.  Show details

Accident claim with Lumley insurance is another name of nightmare – Unqualified assessor . Trying to prolong the simple claim which is around $6500 . Very poor communication skills . Totally upset with their system of process. Simple claim taking ages to finalise . They are trying to other way around since May for this claim . Don't even buy any service from them ever .  Show details

Scam warranty provider? – I bought an appliance at Retravision Melbourne Watergardens and also purchased a 5-year warranty. Four years on, the product has broken down and the warranty providers Lumley confirm that my claim is within the policy rules, but they deny all knowledge of the policy. They refuse to honour the policy. I have a policy schedule, proof of purchase of… Read more

the policy and tax invoice. The retailer has now gone out of business and Lumley refused to honour the policy issued by their agents. On this experience, I would advise avoiding Lumley insurance - it is a scam!

Customer Service..or lack thereof – Rang regarding making a claim for a faulty remote, was told we would get a return phone call within 2 business days....5 days later, rang them...was told the 'paperwork' had not gone through at JB HiFi's end....can't see how this can happen... and to wait for further update...no apology, offhand staff...I think all calls are handled at an overseas… Read more

call centre...in the end made 7 phone calls...was lied too regarding return calls...spoken to rudely by staff...was refused access to a supervisor....after 2 more calls and waiting forever on hold...got through to a rude, useless supervisor...She blamed everyone except her company for ineffective customer service...2 weeks later, back where I started...waiting 2 business days for contact regarding claim!! DO NOT TOUCH THEM WITH A BARGE POLE.....I will be putting this claim in the hands of Fair Trading...suggest you all do the same....agree want to give them less than 1 star.....DISGRACEFUL...

Appalling customer service – I bought an extended warranty from Appliances Online. When I contacted Lumley they said they had no record of my warranty. Luckily I had all my receipts which I emailed to them. Five days later I've heard nothing from them. Long story short - they couldn't care less about their customers. I wrote an email of compliant and five days later someone… Read more

from Lumley calls me at 7pm on a Friday and wants to argue with me about the timings of my interactions with Lumley. She couldn't even apologise for Lumley's terrible service. And she said I'd sent my email the day before (it was five days before) - couldn't even get that right. Hopeless company. 0 stars.

1 star only , terrible service on the phone – I received worst service in Australia from this company...especially call center is useless, no respect for the customer. please please do not deal with this company. They just do not care about the customer's request. call center people were very rude on the phone. I wish there should be an option to select 0 Star................  Show details

Don't expect to get your product repaired or replaced – I'm only giving them 1 star because 0 wasn't an option. They've had my laptop for a month and no one seems to be able to tell me what's going on, nor do they seem to be able to call me back. $300 wasted and I'm at University without a laptop.

Terrible experience! – Bought an extended warranty at JB for a computer. Sent for repair mid November. After waiting 2months my computer arrived back and before I opened the box I received an email from JB saying to contact them a about a replacement. I was a bit confused but then i got another email from the repair company saying to pack it up and send it back as… Read more

Lumley had ordered a replacement. Took a few more days to organise courier etc. mean while I spent 2 hours on phone calls to organise the replacement. Next day JB calls and tells me Lumley have cancelled the replacement order! So I have to call them and sort it out.

Spoke to the manager supposedly, he spoke to me like an idiot with a rude and patronising attitude. There had been an admin error and would not replace my computer, it was to be repaired! No apology was offered. So now I have my broken computer and I think it was repaired but not sure!

I have never been screwed around like this before or treated with such disrespect.

Terrible Customer Service – Lumley provide the worst possible customer service when trying to make a claim. From the sounds of the accents, it is most likely an offshore call centre. They make it as difficult as possible to lodge your claim. Seconds World Cremorne did their best to assist but Lumley even made it difficult for the sales people trying to help me. Unless your… Read more

personal details, appliance serial number and original transaction amounts match, Lumley will give you every excuse for not lodging your claim on the grounds that what you provide them in terms of this information is an attempt to lodge a fraudulent claim.

To resolve a dispute with them is an email process which takes days and weeks for them to respond.

Do not attempt to book the service technician without an authority code from Lumley or you will have to pay for the service call.

Even when all the information was supplied and wanting to complain to the call centre manager, their attitude was really poor.

Warranty Repairs on LG TV – I bought a TV from Myer Cairns in June 2011 it broke down in Late January 2014 and I have extended warranty (Paid $359 for extended warranty). Lodge a claim with Lumley took two weeks to process the claim and by end of March they send me a replacement Samsung TV, when I plug in that TV it didn't work they said to me it was a new TV and haven't… Read more

send me any paper work. Now they trying to pass the ball to Samsung. at the time they send me the replacement TV person call Milly told me there is no Manufacturer warranty and their warranty will continue till June 2015, now they telling me I have to call samsung. I' m without a TV for Three months now. Every time I call them they said someone will call back and never call back. Please don't take extended warranty from Lumley terrible service and no customer service at all. and Shame on Myer to go with such a cheap company.

Extended Warranty on Samsung Fridge – I purchased a fridge 18mths ago purchased extended warranty it broke down about 6 weeks ago the came out and it took about 2 weeks to fix then 2 weeks after being repaired it broke down again it now been 3 weeks without a fridge I have lost 2 x full fridge load of food plus I am buying 2 bags of ice a day to try and keep the food cold I have asked them for a loan fridge they cannot promise it dislike bad warranty service

Anyone had their claim resolved? – Terrible terrible service. I've been without a machine now for 4 weeks and still no word on when it will be fixed. I was told current terms and conditions applied to me twice on the phone but now I'm told they don't so no laundry costs or loan machine. Then told they would supply a loan machine at their cost, now told they won't. Has anyone had… Read more

their claim sorted or did you just purchase a new appliance? I would strongly suggest to never use this company

Repairman came with wrong part 4 times, do not respond to email or phone. Misleading/incorrect information.

Worst customer service & slowest turn around! – I got extended warranty on my Bosch Fridge KGN53X70AU, which died in just 3 years. I raised the claim and was referred to a company who had the "technician" on annual leave and couldn't service the fridge. Basically I had to chase up the repairer to confirm this. After a week now they are deciding on whether to replace or repair the fridge.… Read more

Whenever I call them, I am told to wait for 2 business days to decide on anything. This is on the most frustrating companies that I have ever dealt with.

Slow, rude and shody customer service

Horrible, unethical company – I wish I could give Lumley no stars..one is too good. I spent $15k on kitchen appliances through [name removed] three years ago and one by one, they have failed. Last month, my 2.5k AEG microwave died. Contrary to what I was sold by[name removed], it appears that, according to Lumley, the kitchen pack insurance I purchased did not include the… Read more

microwave. Harvey Norman (who took over and operate in the same location with full access to old customer records) went to bat for me as they agreed that I was led to believe the microwave was covered. Many phone calls and emails later, neither I nor HN's could get Lumley to honor the warranty even though it is on my receipt.

Fast forward to this month and my four thousand dollar steam oven decides to self combust. Thank God I was standing in front of it at the time of malfunction as the element temperature increased to a point where I though it was actually on fire. Attempts to switch it off at the front panel failed and while I grabbed my sleeping twins, my husband ran out and shut down the mains to kill the power. Only then did my possessed oven switch off. AEG called out and confirmed that the interior had crazed and melted from the extreme heat and it had simply "gone faulty". They recommended a full replacement from Lumley.

Two weeks later, after a dozen phone calls to follow up, Lumley agreed to honor the claim. Today, AEG called to give me a time for delivery of my oven. Delivery. Not installation. Oh no..as per the fine print on my Lumley warranty, they are going to drop off an oven at my door and what happens after that is my problem, and my expense.

I am at a loss as to how they get away with their shonky business practices or why any retailer would expose their customers to this horrible company who have absolutely no ethics whatsoever.

For anyone considering in store extended warranty purchase - DON'T! They're worth nothing and in the case of Lumley, just give you a fast track to Hell when something goes wrong.

Unethical, rude, dismissive.

Appalling customer service and so slow! – I have to agree with the other review of this company - Lumley Insurance is hopeless. They don't call back, you can't speak with a supervisor or manager and it's like the operators are a recording - repeating the same useless information again and again. I too had a claim on a washing machine - firstly they sent the request through to a… Read more

company in Brisbane who don't service the Sunshine Coast. After waiting 2 days for them to contact me, I had to phone the company in Brisbane who said they had already contacted Lumley. I contact Lumley who said they had no such advice. I had already got the name of a company on the Sunny Coast from the other mob so had already booked in a time for them to come, I just needed Lumley to send through the request (the only thing they actually got right).

So on day 4 the correct guys come and assess the machine - they leave it and say they will send through a quote to Lumley. I contact Lumley the next day (Friday) to make sure they have the quote and ask them to please urgently process the claim as they have already wasted 4 days getting it. The guys says he will do his best but just repeats the same stuff over and over again.

Monday afternoon and still no word. So hubbie calls them as after a very very long conversation they agree to fast track it and we are to call in 24hrs. We call the next day (Tuesday) and get told fast tracking takes 3 -5 days! You just can't believe a word they say.

Anyway we wait for the full 5 days and on day 6 (Friday) I phone to get an answer since they haven't bothered to phone me. They say it's still being assessed! And they can fast track it again but we will have to wait another 3-5 days. She says if I am not happy I can lodge a complaint! Unbelievable! She refused to allow me to speak with anyone higher than her but she can put through the complaint and someone will look at it an call me in 24-48hrs! I tell her that I want someone to call me back to today with the outcome and if not them I will be calling back at 4pm.

She says she will try her best.

Well, was I surprised when she calls me back about an hour later (on behalf of the company I bought the machine from not Lumley - so I am kinda confused - she's says when they call us they have to say they are called from the company we bought the machine from not Lumley????).

Anyways she says its all been authorised and someone will contact us within 24hrs to organise us to go an pick up a new machine - what about the old one I ask, surely someone has to collect it and deliver the new one?) No she says, we must organise to get rid of it and collect our new one. So wait a couple of hours (not 24hrs) and phone the company to ask if they have been authorised to organise us a new machine. Well they have the info and the closest shop to us with one in stock is in Brisbane (over an 1hrs drive).

So now we have to wait another week for one to be sent to the Sunny Coast.

I will avoid them at all costs in the future - I think they are underwritten by Wesfarmers Insurance or something.

BE WARNED - you will be delayed and have to wait while they drag their feet.

Bad customer service and extremely slow claims process.

Avoid – This company sells extended warranties on electrical items from large retailers. Unfortunately i bought a washing machine that failed exactly on the start of the extended warranty (2 years after aeg electrolux avoid!!) And that meant i had to deal with lumley in order to get my item repaired/replaced. What the retailer doesn't tell you (and also… Read more

what lumley considers as acceptable customer service) is that the repair period is unlimited. So technically if i had to wait for 1 year for a part that their technician thinks is the problem, than that's my tough luck. This was made very clear by their customer service employees on the phone. Furthermore this process could happen more than once, so effectively they will continue this method of trouble shooting until the item is repaired, regardless of duration of time and ignoring the fact that you are left without a replacement or alternative method.

As a family of 5 (2 adults 3 toddlers) you can imagine the reliance we have on the washing machine. Well i have been waiting just short of a month while lumleys technicians go back and forth ordering and waiting for parts, then replacing them and finding out they haven't fixed it. Lumley just will not replace the [censored word removed] thing and get this over and done with. Instead they chose the tedious and lengthy path of guessing what could be wrong and continually doing this until they could have basically built a new washing machine, while i wait with no replacement, no loan washing machine, no laundry money, nothing!

When i paid for this insurance i paid for replacement warranty, for my convenience! That's what this company doesn't understand. Customers buy warranty so that when they have a faulty item, the matter is dealt with effectively and efficiently to my advantage! I did not pay for warranty so that the technicians can take their time trouble shooting the problem for weeks on end, while i wait with no alternative!

After many pleads and complaints, they have not listened. They tell me they will call back and they don't. The biggest mistake i did was pay this company to look after my warranty claims after the manufacturer warranty was expired. To all consumers out there, do not take on insurance or warranty with lumley or any other partner of this company. They will drive you insane and send you on a roller coaster ride with no end in sight.

My next review/complaint will be to the financial ombudsman service of nsw. What a waste of money. They have their phone number in bold writing on the back of the warrantie papers inconsiderate, unreasonable, false claims, lengthy waits for repairs and will avoid replacement of item at all costs and at an inconvinience to you.

Warning about Lumley Insurance – Lumley Insurance does not cover any fibro/asbestos building materials. If you are insured with them because they are cheap, be warned that you could have your claim refused if you ever need to claim. This is not in the product disclosure statement. Lumley has refused my claim for total loss from a fire and cancelled another policy. If you have an… Read more

old house, there is most likely fibro somewhere in the house so be warned. I am posting this as a warning to other consumers.

Lumley does not include fibro in the exclusion section of policy so there is no way of knowing.