Lloyds Bank Insurance: most-reported complaints
- Complaints in recent reviews
- 6% of 1,265 recent reviews analysed
- Most-reported issue
- Support unreachable 27% of complaints
- Company replies
- 99% of negative reviews, typically within a day
- TrustScore
- 4.7 from 9,313 total reviews
- Review window analysed
- 2026-07-27 to 2026-11-11 1,265 reviews
- Sector
- Insurance
Automated analysis of 1,265 public Trustpilot reviews published 2026-07-27 to 2026-11-11. TrustScore 4.7 from 9,313 total reviews — see the Trustpilot page. Quick answer: is Lloyds Bank Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 1265 Trustpilot reviews analysed, the most-reported issues with Lloyds Bank Insurance were: Support unreachable (20 reports), Support unhelpful (20 reports), Account/app problems (15 reports).
What are the most common complaints about Lloyds Bank Insurance?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Support unreachable | 27% | 20 | rising since 2026-11 | |
| Support unhelpful | 27% | 20 | rising since 2026-11 | |
| Account/app problems | 20% | 15 | rising since 2026-11 | |
| Billing errors | 12% | 9 | rising since 2026-11 | |
| Other | 9% | 7 | falling | |
| Overcharging | 7% | 5 | steady |
Support unreachable
20 reports · 27% of complaints“No way of seeing any updates online as the site is garbage.”
The company replied on 2026-08-10: “Hi NJ, We appreciate you taking the time to share your detailed feedback regarding your recent claim experience. We are truly sorry to learn about the significant difficulties you have encountered…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“holding on phone for 15 min”
“Not able to speak a person in person”
The company replied on 2026-11-06: “Updated 09/11/26 15:16 Hi Dawn, We have made three attempts to contact you but have unfortunately been unable to reach you. Should you require further assistance with your policy, please contact our…”
Our classifier read this reply as a template response.
Support unhelpful
20 reports · 27% of complaints“she ignored my emails and did not return my calls”
The company replied on 2026-10-12: “Hi Sharon, Thank you for taking the time to share your feedback with us. We hear your frustration regarding the handling of your employment dispute and the poor communication you experienced while…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“After an hour and a half on the phone with you not having a clue what went wrong”
The company replied on 2026-09-18: “Hi Sarah, We appreciate your feedback over this matter. Sorry that you've not had the best experience with us so far. I have looked into your case and will be emailing your directly today, to fully…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I have a stack of duplicated DD letters all showing incorrect amounts, that was quoted”
The company replied on 2026-09-16: “UPDATE 17/09/26 08:59am. Hi Emma, Thank you for replying back with your details, someone will be contacting you shortly. Kind regards, Tracy – Lloyds Bank Home Insurance.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Account/app problems
15 reports · 20% of complaints“insurance had expired and we were no longer insured with them”
The company replied on 2026-10-29: “Hello A.Webb, Thanks for taking the time to leave us this feedback. I understand how frustrating this must have been. I have logged a complaint for you and sent you an email directly. I can see that…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“ended up with my current account being BLOCKED by your Fraud dept”
The company replied on 2026-10-20: “Hi Julia, Thank you for sharing your feedback. We are deeply concerned to hear about the distress and disruption caused by the restriction on your account and the failure of your regular payments.…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I am getting personal financial information that is NOT MINE.”
The company replied on 2026-09-25: “Hi Maureen. We appreciate you bringing this critical issue to our attention. We understand your frustration with receiving incorrect financial information, we are actively investigating this matter.…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Billing errors
9 reports · 12% of complaints“ended up with my current account being BLOCKED by your Fraud dept”
The company replied on 2026-10-20: “Hi Julia, Thank you for sharing your feedback. We are deeply concerned to hear about the distress and disruption caused by the restriction on your account and the failure of your regular payments.…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I have a stack of duplicated DD letters all showing incorrect amounts, that was quoted”
The company replied on 2026-09-16: “UPDATE 17/09/26 08:59am. Hi Emma, Thank you for replying back with your details, someone will be contacting you shortly. Kind regards, Tracy – Lloyds Bank Home Insurance.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“money taken but no policy created”
The company replied on 2026-08-28: “Hi Mr Gallop, Thank you for leaving this feedback. I am so very sorry for the inconvenience you received when first taking out the policy. I am glad it was resolved and hope you experience no more…”
Our classifier read this reply as a substantive response.
Other
7 reports · 9% of complaints“Thankyou for admitting I was transferred from Lloyds to a third party”
The company replied on 2026-11-11: “Hi Gary, Thank you for taking the time to share your feedback. We are very sorry for the frustration you experienced while trying to navigate our claims process and for the confusion regarding the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“They quite literally do not care how their actions impact you”
The company replied on 2026-10-21: “Hi Brett, We're sorry to hear that you're dissatisfied with your experience and that you feel our actions have negatively impacted you. We understand how important it is that vulnerable customers…”
Our classifier read this reply as a template response.
“letter came stating that Lloyds couldn’t insure as my details were wrong”
The company replied on 2026-10-06: “Hi Valerie, Thank you for taking the time to share your feedback with us. We appreciate your patience during the initial application process and recognise how frustrating it must have been to receive…”
Our classifier read this reply as a template response.
Overcharging
5 reports · 7% of complaints“My premium renewal reflected an increase of 12% from last year.”
The company replied on 2026-10-05: “Hi Steve, Thank you for your feedback. We appreciate you taking the time to share your experience regarding your recent policy renewal pricing. We are glad our team adjusted your rate, but we…”
Our classifier read this reply as a substantive response.
“I made a call and no help ,I ended up pay more”
The company replied on 2026-09-12: “Hello, Thanks for leaving us feedback and I'm really sorry to hear about the issue you had when renewing. I've logged a complaint for you and sent you an email directly to discuss this further.…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Nearly 10% increase in premiums, for a long standing customer with no claims is poor performance Lloyds.”
The company replied on 2026-09-09: “Updated reply 09/09/26 15:08pm Hi Jon, Thank you for replying back with your details. I have had a look at your policy and can see that a discount has been applied for this year. If you wish to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
The company claimed its Trustpilot profile on 2024-03-19, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-11-11. Trustpilot ranks it 48 of 138 in Insurance Company. We last checked this profile on 2026-11-12 and found 43 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 22 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Lloyds Bank insurance - anyone claimed for iPhone?”, “Lloyds bank home insurance”, “Lloyds Bank General Insurance debit - but I have never spoken to them.”.
Elsewhere: 2.6★ on Google (20 reviews, as of November 2026)
TrustScore over time
4.7 → 4.7 across 31 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal:
Show all 30 dated readings
2026-08-12 (100%, 0.6d) · 2026-08-15 (100%, 0.6d) · 2026-08-18 (100%, 0.6d) · 2026-08-21 (100%, 0.5d) · 2026-08-24 (100%, 0.5d) · 2026-08-27 (100%, 0.5d) · 2026-08-30 (100%, 0.5d) · 2026-09-02 (100%, 0.5d) · 2026-09-05 (99%, 0.4d) · 2026-09-08 (99%, 0.5d) · 2026-09-11 (100%, 0.4d) · 2026-09-14 (100%, 0.4d) · 2026-09-17 (100%, 0.4d) · 2026-09-20 (99%, 0.4d) · 2026-09-24 (100%, 0.4d) · 2026-09-29 (100%, 0.4d) · 2026-10-02 (100%, 0.4d) · 2026-10-05 (99%, 0.4d) · 2026-10-09 (100%, 0.4d) · 2026-10-12 (99%, 0.4d) · 2026-10-15 (100%, 0.4d) · 2026-10-18 (99%, 0.4d) · 2026-10-21 (99%, 0.4d) · 2026-10-24 (100%, 0.4d) · 2026-10-27 (100%, 0.4d) · 2026-10-30 (100%, 0.4d) · 2026-11-02 (100%, 0.3d) · 2026-11-05 (100%, 0.3d) · 2026-11-09 (100%, 0.3d) · 2026-11-12 (99%, 0.3d).
Severity: 20% of this company’s 75 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.8 days between the experience and publishing their negative review (85 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 31 decisions naming this firm, of which 12.9% were upheld in the customer’s favour (4 upheld, 0 partly upheld, 27 not upheld).
Covers decisions dated 2015-01-12 to 2026-07-24, by the acceptance-deadline date the Ombudsman publishes — not the date the complaint was decided.
Official published outcomes from the Financial Ombudsman Service, not our analysis. Uphold rates reflect the cases that reached the ombudsman, not all complaints. source.
Measured reply time: across 81 negative reviews that received a public reply, the median wait was 0.6 days — the company profile reports an average of under a day.
Reply quality: of 81 company replies to negative reviews analysed, 51% engaged with the specific problem and 42% were generic templates.
Review provenance: 1205 company-invited reviews in the recent window average 4.75★, while 60 organic (uninvited) reviews average 3.35★.
10% of its 1055 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unreachable makes up 27% of this company’s complaints vs a 19% median across 135 ranked companies in its sector.
Review velocity: 3,784 of this company’s 9,313 Trustpilot reviews (41%) were written in the last 12 months.
Other UK companies with evidenced “Support unreachable” complaints
- Loan.co.uk
- London Mutual Credit Union
- London Stock Exchange Group
- Lopay
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- loveholidays UK
- Lovey
- Lumon
- Luv Cars
See all companies by issue: Support unreachable · Support unhelpful · Account/app problems · Billing errors · Overcharging · Sector table: Insurance in the UK
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-11-12.