“I won't use you again. Ridiculous charge to change my car mid way through policy.....all to receive a rubbish scanned copy of new documents via email.
Horrific customer service via live chat.
Terrible communications.
It was like you were doing me a favour by taking my business!”
“I have not recently taken out my insurance as it is not due until 23rd April 2017. I am now concerned about what you have done and if you have removed any money from my account. I have not received an email stating what my renewal charges are yet, I need to check out my options. Previously a wonderful service but this is causing me to panic. Jean Kemp”
“I have recently moved. So advised thee new address. The 2 other car insurances in the household decreased. One Call increased and charged an admin charge which the other 2 did not. I asked to cancel and was told that cancellation would cost £123 (policy is 6 halfway through) I investigated the cancellation charge. There is nothing in my policy docs it is just a charge put on by One Call, whose policy document states £55.99 cancellation. The extra is discounts that are added at inception are cancelled and now are charged.
I WILL BE CANCELLING AND NEVER RETURNING. It is still cheaper to cancel pay the charge and insure for a year elsewhere.”
“ridiculous and extortionate increase to almost double premium for address change relating to house move of approximately half a mile. will certainly not accept renewal when due and will actively disuade friends from insuring with one call”
“Worst insurance company I have ever dealt with in the event of a claim, should be called NO CALL because they don't contact you. Steer well clear everyone”
“Completely lied to. Always had my direct debit set for the 27th and you took it ok the 13th because i had renewed! Rang your customer services promised a call back to resolve and you didn't and you've not even bothered to take this month's payment! Sham of a company”
“This is the worst insurance company ever!!! They mis quoted the original package wanting to charge me an extra £25 for break down which they stated was included, they agreed to waver this then my partners date of birth was incorrect so I called to change it and they charged me an extra £20 and extra £15 admin. I stated I would cancel policy as within 14 days which they stated would cost me £48 pounds so basically I had to pay. Do not go with this company they are awful!!!”
“NO POLICY DOCUMENT SENT BY EMAIL WHEN I CONTACTED LIVE CHAT THEY WERE as useful as a chocolate fireguard pay a bit more and keep away from this incompetent company”
“Lack of customer service they are not available all the time
Lack of the automated system, I didn't get my policy after 48 hr
I would not recommend to join them”
“Every time I wanted to do the simplest thing I had to telephone because there isn't any way to email them and when I used the online facility on their own website to cancel my renewal I was told that I cant cancel it online I have to call, matt in renewals said to me that it needs removing from their website but that doesn't change the fact that it is on their website and I used it. If I cant use it to inform them then why is it on the website? They renewed anyway and are now trying to charge me £140 to cancel. every call takes a minimum of 15 minutes, often longer. When trying to transfer my insurance to my new car I spent 20 mins in a queue, gave up and had to ring later when I was at work waited 25 minutes to be told I had to pay then and there using my card or they couldn't transfer my insurance. I was at work and didn't have my card with me. Useless service and in this day and age it isn't acceptable to have to ring and wait in a queue to do the simplest things. Their admin fees are too high and when I did make a claim, when someone ran into the back of me at a roundabout, they had my car for two weeks simply to change the back bumper. Avoid.”
“Very bad customer service, Decided i wanted to cancel the policy ! Couldn't find email address anywhere on website but found a 'Cancel my policy' section which gave me email option..Only to get reply saying i can't cancel by email must phone this No,Only to be told 'Sorry wrong dept,Phone another No...Went back to website and did Live chat option to cancel policy...Only to get email following morning to say 'Sorry can't cancel policy by live chat..Call this No' ....Feel sorry for staff,They must talk to angry customers all the time after being pushed from pillar to post and back again....Can only imagine what it must be like to have a claim ? !!!.....Urghhhh !”
“With only 68 days of my cover left, I had to call the One Call insurance breakdown cover because I had a puncture and I couldn't get the wheel off. I was told the basic breakdown cover that's free with the policy doesn't cover wheels or tyres. I was told I would need to upgrade to gold cover for £99.95 to get a call out. What else could I do? I had to pay. I'm very annoyed to find that the standard cost to upgrade to gold when taking out a policy is only £59 FOR THE FULL YEAR!!!!. This is opportunistic exploitation of people with no other choice but to pay up. Almost double to cost for less than a quarter of the cover. When I called to complain the response was extremely unhelpful and unresponsive. No refund. No more business from me. Aviva's basic cover does included wheels and tyres!”
“Awful customer services
I was looking for car insurance on money supermarkets and I set up an insurance with One Call online. They sent me an email saying that they would contact me if they require anything else. I decided to pay by instalments so they took my deposit straightaway. Within an hour, I changed my mind and I called them to cancel the contract as my previous company made me a better offer. I waited on the queue for at least 30 minutes and they advised I need to pay £49 administration fee. They are such a liars as in the terms and conditions they adverted a fee of £7.50 if you cancel the policy within 14 days. Of course I decided after all to cancel it and they told me I would get my refund (I paid 65 pounds for the deposit so they would give me £16 as they would keep the administration fee) within 3-5 working day and they will send me a letter to confirm cancellation. After 5 working days I did not receive neither a letter nor my refund. On the contrary I received an email where I could log in to see my insurance and they set up the direct debit. I do not know what to do with them. PLEASE AVOID”
