Mbna Avis 

MBNA Home insurance is supposed to be completely online. Why is it they have to send paper documents for your policy in the post?
You renew online and you get no confirmation email either. Very bizarre.
After you renew online, you still get emails asking you to renew again, so you are unsure whether you have actually renewed our not because the app does not update the new policy date until after the old one has expired

This method has been like this at least 12 months I passed on feedback last year and nothing has changed. Such a shame as they are 
competitively priced.
After a lot of trouble managed to get through to somebody on the telephone but they couldn’t assist me either. Such a shame that their systems let them down, without a credit card or Banking with them it’s impossible to manage your home insurance online. Would’ve expected better from somebody connected to the Lloyds banking group. Don’t think they read these feedbacks as they haven’t claimed this site on Trustpilot for whatever reason.

MBNA haven't claimed this profile, little wonder.

My issues with MBNA stem from their appalling customer service options. As an insurance customer, it is IMPOSSIBLE to manage your renewal online unless you also have a credit card, mortgage or other financial product they sell / offer.

The upshot? You can't do anything online except say OK or NO to their renewal letter - and its definitely an actual paper letter you will get because as I mentioned, you can't do ANYTHING online.

You would assume then, that there would be a telephone number on the renewal letter to call if you need to make a change or update your details?

You would be wrong again. Honestly - it's appalling how much detective work you have to do to get anything done - it's concerning then how you would expect to be treated if you needed to make a claim.

terrible user experience, impossible to download any document booklet. they force you to repeat your details several pages, and instead of just letting you download your policy, they try to upsell you.

Had buildings and contents insurance with MBNA, including home emergency cover.

On Christmas Eve last year (2025) a branch from a neighbour's tree fell onto our kitchen roof making a sizeable hole.

I rang the Home emergency number straight away, only to be told that it cover this situation.

Therefore, I spoke to the Claims department to make a claim and sent them all the details, including pictures of the damage and correspondence with the neighbours earlier in the year, when another branch narrowly missed the roof.

I also spoke to the Home Emergency line, having found the policy documents, which listed this exact scenario as one covered.

I was then sent a text message informing me that the earliest they could come round was 2 weeks later.

Luckily I had a relative help me cover the roof or we would have had an uncovered hole for 2 weeks.

The actual claim was dealt with okay, although the roofers did manage to bring the wrong colour roof tiles.

After the work was completed, I discovered that the MBNA hadn't bothered contacting the neighbours insurer, even though I emailed the details months earlier.

Overall, MBNA are one of the very worst insurers I have ever used. Avoid.

Not very good latest statement from them ONLY covers 20th July to 23ed July

Not right at all no idea why these errors

oh wow! didnt realise this credit card company was looking to close! By that, i mean removing staff, and replacing with utter useless BOT's, that cant do a simple task other than repeat the same stupid question without an end result.
Its a Shame Lloyds dont want to keep this brand of card anymore, oh well.

Appalling customer service when I looked for a renewal quote, especially since I have been with MBNA Home Insurance for about 4 years. I was told, " Sorry, we cannot meet your unmet needs, I asked what does that mean whst unmet nreds ?, being told If you shout, they will end the call. I wasn't shouting, and I happy for the recording to be shared. I was getting no explanation as to what "unmet needs I have"; I was advised you must live in a high-risk area. I asked what a high-risk area is... our property is actually in one of the most sought-after areas to live... I asked to talk to a supervisor, as I felt totally confused with no explanation; the call was terminated.... appalling, if like others I had the time to wait in a queue I would be phoning back asking for the supervisor or manager!!!!!

3½ minutes of robot before the call was even transferred, then "we're extremely busy right now" & a 20-minute wait!! That rose to 30 minutes a little later!! The reason they're "busy" is because no-one can make contact with them!!!! Having to phone is prehistoric. Decent companies use a secure message (email) service, but this lot don't care that customers are inconvenienced! When it seems they can't get any worse, they do!

Impossible to make a home insurance claim! They’re quick enough to take your payment when it’s time to renew, but actually trying to make a claim is another story.

You call the claims line and it tells you to make the claim online. You go online and it tells you to call them. Then, when you do call, you can’t get hold of anyone. You get passed from department to department, even after selecting the correct options to get through to the claims team, and then the phone just rings and rings with no answer.

Absolutely ridiculous and incredibly frustrating. What is the point of paying for home insurance if it’s this difficult to actually make a claim when you need to?

Excellent service so helpful friendly and understood i was having technical issues. Thank you so much

Disgusting customer service. Do not use!!! Acting as a representative for my father who suffers from Alzheimers I found cheaper home inurance with MBNA via compare the market and set up in readiness to pay with over a week until his renewal. When no money was taken out with a few days left dad began to get upset so I rang MBNA. I explained the issue and was told despite them having my bank details no money would be taken because I had to prove I had Power of Attorney. It took the adviser at least 5 minutes to find a number I needed to contact to obtain a form to fill in to prove who I was. I rang the number and it told me to use the website and find the online form. When trying to do so it said i needed to have an account or register online with a code that was sent. The account needed a username and password that I had no way of setting up. A code was never sent so I was unable to register either. I tried to get through to MBNA by phone but kept getting cut off. To add insult to injury the money was taken out of my account on the day of renewal but prior to this I had decided to use the insurance company from the previous year as dad was quite distraught and I had been told by MBNA the money would not be taken out until I proved to be an attorney for dad. I have emailed 3 times to get my money back and no answer. I have rung 5 times and cannot get to speak to someone. I am so frustrated.

My experience with this company has been an absolute nightmare. I spent an entire week trying to arrange home insurance. Every time I managed to get through, someone would answer the phone, tell me they were transferring me to another department, and then nobody would pick up. I repeatedly called back and tried to get help, but could not get a proper response.
In the end, I cancelled the application — and honestly, I am glad I did not take out a policy with this company. If they cannot provide basic customer service before you even become a customer, I would not want to find out what happens when you actually need to make a claim.
They state that they are a partner of Lloyds, but in my experience there was no clear responsibility and nobody willing to deal with my issue.
They also sent me an automated letter, but after that I received no phone call, no meaningful message, and no further information. Today is 15 September, and despite my repeated attempts to contact them, I am still waiting for a proper response.
In my honest opinion, a company that treats customers this way needs to seriously reconsider how it operates. The best thing may be to close the company rather than continue providing this level of service.
I would strongly recommend thinking twice before choosing this company for your home insurance.
their lettter
MBNA

Dear Mr Fernandes

Thanks for choosing MBNA to protect your home. Your policy is now set up for you.
You can relax knowing that should the unexpected happen over the next year, we’ve got it covered.
Just to confirm, you chose buildings and contents cover and asked for your policy to start on 11/09/2026. Your policy number is HAP606222969.

Here's the cost of your cover:

Total annual premium
£ 176.08 a year


You will find a full breakdown of your monthly payments in your Welcome Pack.

The worst ensurer you can imagine. Keep yourself as far from them as possible.

possibly the worst customer service I have ever know.
Over 2 months of complaining about an existing claim, NEVER do I get to speak to anyone or get any response to my email. On the phone I get stuck in waiting, then the line disconnects. I get email replies we will be in touch and then nothing.

I have a home insurance policy with MBNA which is fine. Literature advises me to manage it on-line. Bizarrely, it is not possible to create an account to manage it on-line unless you *also* have an MBNA credit card or loan. Regardless, you are allowed to try to create a user/password and are then given an activation number and asked to call a telephone number to activate your account. When you call that number you are given the option to manage your loan or credit card, with no mention of home insurance. I called a different phone number (03452666679) and after working my way through the most annoying (press one for this, 2 for that) I managed to speak to a very nice person who confirmed that the policy could not be managed on-line. All I wanted to do was to increase the amount the buildings were insured for. The advice was to cancel my insurance and use a comparison website to get a quote from MBNA or another for a higher buildings amount.

As a former IT manager myself, the design, messaging and operation of the MBNA site is probably the worst I have ever experienced. If you cannot manage your policy on-line you must lose business. If the experience of others is anything like mine you must lose business. If the only way you can change a basic thing like your insured value is to buy a different policy you must lose business. The purpose of your company is to grow business. There is a disconnect and it is neither good for you or your customers.

Payment bounced with money in account, went to pay via phone number provided, double checked there was money in account, still didn’t work. Went to use there app that they “highly recommend” and it wouldn’t let me login without an account number that i don’t have because they haven’t sent me one in any of the emails, even the ones including policy details, so had to sit through 22 minute phone call to get the payment made and the account number

Absolutely ridiculous policy
Enquired about a possible claim for a leak into my hall. They advised we wouldn’t be covered (which is fine) but they have put the claim through as a refused claim!! Now I’ve lost my 10 years no claims bonus for an enquiry that they added as a claim. Ridiculous.

MBNA Home Insurance!! Underwritten by Lloyds.
I had to make a claim for a water leak in the downstairs WC (pipe leak). I rang them to register the claim on my buildings insurance in early June 2026. I was sent a link to send photos - link didn’t recognise my policy number or my details!! Finally sent photos of damage. I then had to get prices for remedial work.
Finally contacted by MBNA with another link for all the estimates and other photos to be sent. Did that.
Claim was refused by office clerk because of the type of repair (though it’s standard now!)
NOBODY at any point advised me of the claims procedure (ie wait for the assessor!). I had the repair work done THEN on 07 Sep the assessor rang to arrange viewing!
“But the repairs have been done (mostly)”
“but you only registered the claim at the end of Aug”
“No. I rang and registered the claim early June”
Office clerk (having already said the claim was rejected) advised me the claim could be rejected on the basis that I didn’t wait for the assessor and no photos had been sent!!!!!
Advised her that ALL photos and estimates had been sent to the link SHE sent me!! Reminded her that I received NO advice on the procedure in phone calls or emails!!
Have advised my local MP and will contact the Ombudsman!! 🤬🤬🤬🤬🤬
Still ongoing!! Don’t bother to insure with these idiots!!

Shamefully incompetent app and online registration. 1. Cannot register online on my laptop. Activation code arrives but 'continue' button is shaded out. 2. Cannot register inline via mobile phone. Activation code arrives but I am told a new activation code will arrive by post!! 3. Cannot register on the downloaded app. After scrolling to the left over 100 times through the online calendar (my birth year is in 1964) the app registers my birth but no entry to the app. Overall, the most shameful, amateurish technical presentation I have seen for any bank or financial institution. (I got an ASDA credit card - downloaded app and balance transfer done in 9 mins). MBNA, TWO DAYS and counting . . .

as i type this ive been on hold for 2 hours and 8 minutes after i was told the wait was ( up to 20 minutes ) this is pure disgraceful disgusting utter contempt for their customers, 2 hours 11 minutes now,what are we supposed to do, i was going out but i have an issue really needs sorting,ive edited this and its now 2 hours and 31 minutes on hold and the time is now 20.24 pm and considering their lines close at i think is 19.00pm is quite amazing, yes i have the screen shot, words fail me.Its now 20.32 pm and a hold time of 2 hours 39 minutes, im hanging up.