photoGuard Avaliações 566

Good call handler on the day, can't remember her name but she dealt with my query quickly and gave me the information I needed.

I had a very bad experience with this company, I took out an insurance with PhotoGuard only to find when I needed to make a claim I was not covered, which resulted in a £900 loss for me, They carefully manipulate what they reply to you then offered a £50 gesture of good will.
When I try to cancel the policy because its no value or benefit they inform me I will have to pay £25 to cancel.
Based on my experience I could not recommend this company to cover your valuable photographic equipment.
Thank you for your reply, you appear to have a different approach when replying to a review to what you have when dealing with a complaint, I have no intentions of contacting you further as it would change nothing your end, just a bad expensive experience that I would not want others to experience. other reviews speak for them selves.

Last weekend I unfortunately left my camera and lens in a taxi. This was a real blow, but I took comfort in the fact that I've had specialist photographer cover with PhotoGuard since 2007 - almost 20 years.

Unfortunately, it seems that at some point, the wording of the policy has changed to explicitly exclude claims for items that are 'lost' (rather than stolen or damaged) and so my claim was denied. This shift is a material change which was never made clear or communicated adequately across multiple automatic renewals. If I had been aware of this, I would have cancelled it long ago.

Now I am left with no camera, no way to replace the lost equipment, and a pointless insurance policy that I've paid into for almost two decades which has let me down when I came to rely on it.

Spent an hour completing their online quote form (every piece of equipment had to be entered individually, unlike all the other insurers). Got to the last part and it just said 'Unfortunately we're not able to show your quote, please try again or contact us."
If that's the professionalism in just trying to get a quote I wouldn't want to find out how bad it would be dealing with their claims department.
Utterly useless.

Photo guard have been very patient with my claim, allowing me the time to search of invoices and proof. Especially whilst going through family issues. I cannot fault their process and attention to everything.

Absolute abysmal joke of a company. Our company has been insured through this insurer for many years and never needed to claim. On a job recently I had a lens stolen that had been laid down on the floor while switching over to another lens. The minute I rang up the phone was answered by a lady called Sharon and as soon as I said I needed to make a claim, her whole attitude suddenly changed. It was almost like I was asking her to do her job, anyway, she took all the details down and a week later, I still had heard nothing. I sent all relevant paperwork, and then they said that the format was wrong and the emails did not attach properly. However, I needed to ring up after a week for them to tell me this on the phone, there was no contact at all from them. So there was another week wasted. After another few days, I finally got a response via email from sharon, stating that the insurance would not be covering this claim as the lens was not on me or my camera and that I had stepped 4 ft away from it and that this voids the terms of the insurance. I pay a lot of money each month to cover a large amount of equipment and the one time I needed to make a claim they conveniently decline it. Literally any excuse not to pay out so I would highly recommend looking elsewhere for a proper decent insurance cover as i'm now, thousands of pounds out of pocket. I am also still awaiting a refund of my monthly premium, which I was promised and again, two weeks later still waiting. I sent them an email and they said that the finance team is dealing with it and haven't got round to it, and if I haven't had the refund within the next five days to contact them again. I shouldn't have to keep chasing my refund up. It's almost like they want to do everything in their power not to pay anything out. Seriously obtain insurance from a proper insurance company not these people.

After holding the policy for over 12 years and never claiming I finally needed the insurance on a relatively inexpensive piece of kit (sub £500). The reasoning was covered but the technicality of it not being assigned intothe right category meant I was unable to recoup my losses. Honestly I feel a bit scammed and will be changing providers with haste. Not one for the professionals amongst us. Thoroughly disappointed and fairly terrible customer service.

Avoid Photo Guard at all costs.
Since 2021, they have refused to pay my claim after I was robbed at knifepoint — police confirmed the incident. They invented a trivial excuse, demanding a bank card I no longer had, despite clear bank records showing the TFL charge from my journey home. They even hired a third-party to gaslight me into thinking the robbery was somehow my fault. Since then, I’ve fallen into debt and lost work. Photo Guard continues to deny my claim and delete my Trustpilot reviews to hide their wrongdoing. I will not rest until they make this right.

I am a professional photographer and have been with Photoguard for what must be approaching 10 years and never had to claim.

I assumed, that an insurance company dedicated to photographers would appreciate the need for a swift resolution, if I ever had to claim for damage to my equipment, how naive was I ?

7 weeks ago I was involved in a RTA, which was no fault of my own, whilst returning from photographing a wedding. Two of my main lenses and a flashgun were damaged as they were in the boot of my car.

I reported this to Photoguard about 3 days after the accident and was advised that I would need to send the damaged equipment to authorised repairers to be assessed, this would be at my expense. I was somewhat shocked that an insurance company purporting to be for photographers, "both professional and amateurs" did not have or could not recommend assessors to send them to.

I found an assessor for the flashgun, but as my lenses were Fujifilm had to send them to the manufacturers. After over a week I got quotes from the assessors, which I then had to sent to Photoguard along with, photos of the damaged equipment, proof of purchase, a Google map of where the accident was, a copy of my motor insurance policy!

Anyway over 2 weeks later I was advised that I could proceed with the repairs, but they would not pay for the post and packaging and I had to get a breakdown from the flash repairer on what part of the repair quote was postage...£5! They got a breakdown off Fuji, and when they paid out just under £55 was deducted for postage costs!

7 weeks after the accident I have received the flash back but not the lense. To do my job I have had to buy 2 replacement lenses, which I will no doubt sell at a loss when I receive my own lenses back.

In short I couldn't be more disappointed with Photoguard, and I will definitely be looking to move to a new insurer when my policy is due for renewal.

Photoguard have completed their in house review and are happy with the way they dealt with my claim. By the terms and conditions they may be correct but as a professional photographer, in my opinion they are not fit for purpose, for the time and manner in which they dealt my claim, I will certainly be changing my insurer when it is up for renewal!

The team were brilliant. I unfortunately broke a £3000 camera lens and the team were able to approve the repair within only a few hours once the paperwork had been submitted enabling Canon to carry out the repairs. Time was of the essence and their quick response is very much appreciated.

The wife slipped and her Canon R7 ended up in a rock pool, not for very long but long enough. Once we had the quote as unrepairable , Sharon arranged for a replacement to be delivered in just over 48 hours from sending the documents.
Very very easy to deal with and no issues or drama, just the way insurance should be

I had camera gear stolen by a group 2 distracted me whilst the other took some gear from my camera bag which was over my shoulder , I was using an other camera at the time . I only noticed this when back to my car

I reported it to the police who lodged it as a theft . I have receipts and proof of ownership, replied to every request. Including bizarre requests for a photo from the camera I had not lost !

After dragging things out for a month they refused my claim stating it was a loss not a theft. Because I had not directly witnessed the theft therefor it was not a theft. When dealing with them there seems to be a tiny team and they give the impression of working in someone's garage. After I complained they are now investigating themselves. I am sure that will go well :-) I will be initiating a complaint with the ombudsman as soon as their farcical investigation of themselves is done. I think their definition of "theft" may be different from what is common

After taking a month to decide that my theft was not a theft . Their investigation of themselves was to take a further 30 days dated from the 2nd of May. I got a message saying it would take till the 24th June ! That would be a full 90 days since I put in my claim . I know it is probably a deliberate tactic but I am fed up with dealing with them and gave up on the appeal. By good fortune my wife suggested that we had some cover with direct line house insurance for products away from the house. While it did not cover the full cost of what I lost along with clearing out some old equipment . I will just about be able to replace everything Direct Line did this in 4 days. Needless to say I strongly suggest anyone to think twice before dealing with Photoguard

I had the great experience of James H handling my case. James is very friendly and professional. Excellent service from start to finish. Thank you.

Don't write too many reviews but I felt compelled to after the amazing service I have received. I've been with PhotoGuard for almost two years; I travel a lot with my equipment (Camera, lenses, drone & laptop) in a backpack. When I'm out exploring the world, my gear is getting some pretty heavy use, in and out of bags and coming with me on some challenging routes. I've had accidents with getting my drone wet and cracking laptop screens, and even from Thailand the process of claiming and getting a replacement drone was easy, stress-free and rapid. From claim to payment was just 7 days and I was able to purchase a new drone from a DJI store in Chiang Mai. Super impressed, never have to spend a painful amount of time on the phone and you just have to provide a few simple documents. Highly recommended for piece of mind with your gear, no matter where you go.

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