SURE (USA) (sureapp.com) has a 3.9 out of 5 rating on OK.one, based on 102 user reviews collected here. It is listed under Money & Insurance and its reputation is mixed. 22% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; 22 of them were added in the last 12 months. Last updated 2026-09-01.
The AI is in the process of changing dates when I am covered thru 11/2024. Looked into my archived docs and they apparently have two policy numbers for me. Calling/reporting to BBB and my attorney. I will not be renewing in November.
Not a trustworthy company. I have tried to to cancel my policy and I called to cancel and the unqualified representative said someone would reach out but they never did. Terrible company and they are thieves and have stolen money from me. DO NOT TRUST.
I contacted SURE (14/06/24) to get an update on a claim that has not been settled/finalised for almost 7 months (Claim # 41542) - After waiting almost 35mins to talk to someone, my call was finally picked up - the man I spoke to was not only rude and unhelpful but he proceeded to put me on hold for a further 10mins whilst he went to 'check if someone from complaints was available'. Rather than sympathising with a frustrated customer, he took everything I said 'personally' and was adamant to fight me at every opportunity. After almost 50mins on the phone, I hung up very upset and my query still had not been resolved - the customer service officer became annoyed when I asked to speak w someone from complaints and purposely put me on hold for a while in hopes that I would just hang up and go away. He offered me no options to resolve my query, nor did he give me the email for the complaints team until I asked him for it. During our conversation, I voiced my concerns about the decline in my mental health state (due to the difficulty that SURE have put me through w regards to resolving this claim) but he seemed disinterested and simply asked whether I had 'written these concerns in an email?'. In the last fortnight, I've received several emails and calls about two missed payments and threatening a cancellation of service, yet, I have an unfinalised claim that's been pending for almost 7 months!! I thought the whole purpose of insurance was to HELP you during a difficult time, however, SURE have made this process as stressful and as difficult as they possibly could. I feel exhausted dealing with SURE and it has severely impacted my mental health causing suicidal thoughts & depression. At the end of that call, I had to contact HPG myself to follow up on the matter - the customer service officer was no help whatsoever! I would like a call back from the Complaints team so I can lodge a formal complaint ASAP.
They are SO friendly on starting the policy and that is where it ends. I had to make a claim and had nothing by bad or miscommunication, lies, delay and delay. they are NOT a company to insure your house with.
They took money from me over 3 weeks early. Assurant was shocked when I called them. Sure told me it would take 10 business days to refund me. It has been 10 business days and I still do not have my money back. I’m extremely disappointed and it’s very unprofessional. I will be disputing with my bank.
Sure Insurance has been an absolute nightmare to deal with. They were friendly during sign-up, but when it came to making a claim, they dragged their feet, lied, and tried to avoid paying. Their lack of urgency and dishonesty left me feeling frustrated and betrayed. I strongly recommend avoiding Sure Insurance and finding a more reliable provider that will honour their commitments. I recommend going with a different provider.
Absolute joke being charged money i dont have for something ive never signed up for stay clear of everything.
RUN AWAY AS FAST AS POSSIBLE. THEY ARE LIARS AND CUSTOMER SERVICE IS NON EXISTANT. PRIOR TO GOING INTO THE HOSPITAL I SUDDENLY AM TOLD I AM NOT COVERED BUT WHEN I APPLIED I WAS TOLD I DID HAVE SEMI PRIVATE COVERAGE. HORRIBLE
Put in a claim in the first week of January, everything seemed fine, officer from sure asked for one more quote, this was lodged in February 24. I have emailed and tried to phone but after 1.5 hours I gave up, more emails without response, so I lodged the claim again, still no response. Sure does save you money on premiums but at the expense of service. Very disappointed that after 3 months we have had no contact from Sure. I understand that with the recent storm activity in North Queensland that they would be busy, but even an acknowledgment of my emails would be appreciated. Great news, I phoned Sure again and got on to them claim was approved and settled within a couple of hours. Apparently my correspondence was filed incorrectly. All good and the staff were very helpful
It was very easy to manuever through the site and the prices for two drivers was reasonable, the coverage exceptional!
I had additional questions and did not know who/where to call to get the information I needed. I received a text message from Jack almost after I closed the browser and he was able to answer all my questions. This was my first time having to purchase Renter’s Insurance and was not expecting for the process to be so easy. I appreciated the quick follow up and response time, shows their dedicated effort to assist clients.
Sure itself was great at first when we first contacted them. It’s now been 4 months and still waiting upon floors to be replaced by the contractor after our washing machine overflowed! Well before the local floods happened in FNQ I’ve been trying to contact Sure for a week now by phone and after an hour and a half each day being on hold I give up Have sent numerous emails which are not being answered I paid the excess on the day I made the claim back in October 2023
I am in the process of helping son w college apartment. This sure app was easy and when i inquired about a change the associate taking message was cery nice. The agent then got back to me very quickly with exact instructions on how to fix the problem the next day it’s nice to be able to reach knowledgable caring people even when you enroll online.
No idea if they will back any claims, but they make SURE that it is a pain to cancel. every nasty trick in the book to make it a pain in the bottom to cancel
It was a very easy process to get insured. The customer service is wonderful. Very knowledgeable, informative and quickly responds to your questions and needs. They worked with me through a tough situation.
Terrible service. In particular, we had to deal with Thomas Cheng. He requested 30 documents and constantly ignored our emails. He accused us and tried to understand my nationality, which was offensive to me. We have a minimal repair claim, around $2,000, and they are doing everything possible not to pay. They are mistreating our client. Thomas is criminal. I do not recommend this company.
Easy to use website, detail option of plans, straightforward purchase.
Simple and straight forward order process.
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