Lexus minor damage and tyre insurance a fraud and a scam
Lexus minor damage and tyre insurance cover is a fraud. They do not respond and send a standard reply that they are extremely busy as there are too many claims to attend to. It took them more than 2 months to attend to my claim. They approved the claim partially and sent a third party to fix the minor damage after another month of waiting and threatening them that I'll sue them. Finally when the third party called "Shine" turned up, they saw the scratches on the front right panel and said they cannot paint it claiming there were dents. There were actually no dents at all and the panel had not displaced even 1mm. The whole thing is a fraud. Never take the cover from these cheats. I paid for one full year, amounting to 360 pounds and got nothing in return. Complete fraud. If there was a zero rating I would have given that to these cheats. I called them immediately to cancel my cover which they did promptly not even asking why I was leaving. I'm sure they are used to this.
Eagle Sharpeye
After a disappointing initial…
After a disappointing initial conversation on 29 April 2025 following a bereavement that required insurance cover to be taken over from the deceased a couple of days later without prompting Cherry the agent that I had originally spoken with called me to say that she had been able to achieve a change of approach that resulted in achieving the original objective. Cherry is an outstanding example of the best of humanity as well as a professional doing her job capably and effectively.
Wadih Hanna
One star because 0 isn’t an option
One star because 0 isn’t an option. Been a customer for years, never needed to use Lexus Insurance and can say without any shadow of a doubt I won’t be renewing next year. A week ago a 3rd party hit my car, their insurance company admitted liability the following day, but 8 days in I still await any kind of support from Lexus insurance. Absolutely appalling customer service. Have absolutely no idea what my monthly payment to them is for because it’s not insurance.
Scott forsyth
STAY AWAY
Ongoing difficulties with Cat2 Immobilisers at renewal as described by other reviewers. Appalling customer service: slow to respond, intransigent attitude/inability to grasp that THEY are causing the problem. Really hard work to deal with. I’m not risking going through this if I have to make a claim so am changing insurer.
Louise Harris
Completely uninformed staff --…
Completely uninformed staff -- constantly asking to fit CAT 2 immobilisers on hybrid vehicles... it is impossible, any auto-electrician will tell you that a CAT 2 will not work on these vehicles, and yet after constantly going back and forth they still insist on the device that LITERALLY WONT WORK.Need to be educated on what they are asking their customers for and not being completely ignorant with their 'computer says no' attitude.
Michael Duncan
It can get worse
A gentleman calls from Lexus. "We got your letter. I am the wrong person to be calling you. I will connect you with the right person." Another gentleman comes on the line. The first person did not speak to him. The second person does not know about my letter. He doesn't know about Lexus' letter either. He also is the wrong person to be dealing with me. "I will connect you with the right person." Another gentleman comes on the line, He does not know about the first and second gentleman. They have told him nothing. He does not know about the Lexus letter or my letter. He is going to speak to a manager and call me back. Why did the first man ring?Why did he put me through to the second without explaining to him what the call was about?Why did the second not know anything?Why did the second man put me through to the third without telling him what the call was about? Why did the third man not know about the Lexus letter or my letter? Why did the first man call if he couldn't help? Why was I put through to two people who did not know what my letter said? I thought a cascade of nine automatic transfers was a nadir. No. There are sub-nadirs.
Peter
Useless
Useless. I was involved in a bump and they didn't listen to anything I said. We quickly changed insurers after that.
Allan
Very poor, fragmented, slow service.
Very poor service. 7 months of disorganization and laziness. Lexus insurance does not really exist. Multiple subcontractors. For example, car replacement supplies by Autosmart, subcontracted to Auxillis, subcontracted to Aioi Nissay Dowa, subcontracted to Lexus insurance. If you have a complaint everyone investigates themselves and finds they are great quality. I am doctor without a car, their poor service is going to cost thousands. Stay far away. As their customer you are made to feel very bad. If you are an insurance lawyer you may be able to extract a half decent service but you will need to work for it.
Simon Hughes
Wait times are shocking
If we could give it 0 stars we would. Waited half an hour to speak to someone then was told he’d put me straight through to another department - only to have to wait for another half hour. Shocking service. They just don’t care
Craig Irving
Theme is the same as some other reviews…
Theme is the same as some other reviews i.e. appalling customer service. I hung up after a long and unsuccessful attempt to renew my policy. Surprised to find out from the reviews that this is a long-standing issue. The recording describes the wait as 'slightly longer than usual'.
John O'Grady
I took out Lexus Insurance at my last…
I took out Lexus Insurance at my last renewal because I was in the process of buying a Lexus vehicle. Not the easiest of customer service contacts to deal with. Got the insurance in January, moved house in March. This was not pleasant either, and whilst the initial insurance wasn't cheap, I was charged another £120.00 on top making my insurance near £700.00 in total. For reference I moved to another area within the same insurance bracket. Now move to my purchase of a new vehicle, this was so frustrating. I called as the delivery man left my home, around 2pm, and was told they operate a 'call back' system, my call back was scheduled for 3.45pm. The call finally arrived at 5.50pm and they were unable to trace my car, Lexus Insurance, new vehicle Lexus car, why no trace? I was told to go back to the dealership and ask them which vehicle I'd bought even though I read the vehicle description from the invoice. By the time I'd contacted the dealership and called back the insurance company (all of around 3 minutes) the insurance co., had closed for the day. My car spent an uncomfortable night parked on the road without insurance cover. 9.00am the next day saw me calling again, only to get a 'call back' slot at 2.45pm. The operators who deal with the calls are not very friendly, one actually laughed when I said I didn't have any insurance, so I cancelled the bloody thing, allegedly I'm getting a refund of £330+ and this practically covered my insurance for the year from a company found on one of the comparison sites, and the price is secured for 3 years.I will never use Lexus Insurance again, I will never recommend them to anyone. They charge the earth and don't actually give a damn whether customer service actually offers one, a service that is. Just beware.
Casablanca Bergman
Shocking service and they say 5*
I’d give it zero if it would allow! I have just spent 25 minutes waiting to get through for them to tell me that they will need to call me back - cannot guarantee when that will be but have told me that it will be before my renewal date which is in a weeks time I’ve only rang purely to understand why my car insurance has gone up such a substantial amount and to discuss my renewal this is absolutely shocking and bearing in mind they state they’re a five star defacto- if this is what you call 5 * I would hate to know what 1* looked like. I am absolutely shocked
ZOE Stewart
Awful insurance company
Awful insurance company. They don't reply to e mails, don't ring back, you have to listen to lengthy drivel to even talk to someone and they take three months to pay having admitted the claim. Lexus cars are the best, Lexus insurance definitely is not!
David Worrow
Renewed my Lexus Motor Insurance over…
Renewed my Lexus Motor Insurance over the telephone on 12 December.Was advised would receive documents shortly after.Not received by email or post, despite details both details unchanged from last year.Telephoned again last week to chase up. Promised they would be emailed and posted again.Nothing received again..My car service is booked in for Monday at the Lexus main dealer that supplied it.*The Lexus dealer wont let me have a courtesy car as I cannot produce my (Lexus) insurance documents for my Lexus..Apart from the obvious irritation (suppose I can sit there all morning or get the bus from and to Bolton from Manchester; my boss wont be impressed..) Question. AM I ACTUALLY INSURED??Perhaps The Financial Services Authority can tell me..
JG
