Autonet Insurance Reviews

Name: Autonet Insurance
Rating: 4.46

4.5 Rating 8,915 Reviews

90 %

of reviewers recommend Autonet Insurance

Company Reviews

Questions

Metrics

4.5

Based on 8,915 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	99%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.5 out of 5

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Phone:

08444 930 870

Location:

Nile Street, Stoke on Trent United Kingdom
ST6 2BA

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“DO NOT USE THIS COMPANY AUTONET, THEY ARE A COMPLETE RIP OFF, THEY TAKE MONEY OUT OF YOUR BANK WITHOUT ANY AUTHORITY. THEY ARE TOTALLY RUTHLESS AND NOT TO BE TRUSTED.”

Helpful Report

Posted 8 years ago

Hi Peter, Thank you very much for taking the time to get in touch. We take customer feedback seriously and have looked into this for you. Further to the letter from our Complaints team in July, we understand that you were unhappy when you cancelled your insurance that you were asked to provide evidence that you had not gone ahead with the purchase of the vehicle that you had insured with us. We explained that we would be willing to back date the cancellation, should you be able to provide proof that you had not gone ahead with the cancellation. This would mean that we would have been able to treat the cancellation as within the cooling period and reduce the fees applied. In the letter, we explained that as we had not received any documentation relating to this, there was an outstanding balance that needed to be paid. We held that balance in order to provide you with some time to provide the documentation. We also explained that if we did not hear back from you, our Credit Control team would be in touch with a view to settling the account. As per the terms and conditions, if there is an outstanding balance, we may use the card used to pay for the policy to request the payment. As explained in the letter from my colleague in our Complaints team, we believe that Autonet has acted in accordance with our procedures. We appreciate this may not be the outcome you were hoping for, but hope that the explanation goes some way to addressing your concerns. Kind regards Nicola

Posted 8 years ago

“Very bad service. Needed to change something on the policy, took a lot of effort to get hold of them and wanted to charge over £500 for policy change! Had to cancel and then received cancellation fees even though it was in cooling off period. Bad company- Do not trust them!”

Helpful Report

Posted 8 years ago

Hi Benjamin, Thank you very much for your comments. At Autonet, we take customer feedback very seriously and have looked into this for you. From your file, we can see that you updated your details to include a fault claim. This reduced the amount of no claims bonus that you were able to use and resulted in an additional premium. When a policy is purchased, it is a 12 month policy that includes the cost of setting up and administering it. If the policy is cancelled before the end of the 12 month period, charges are made to cover the costs incurred to Autonet. We do offer a cooling off period, but as per industry standards we do make a charge for the amount of days covered and an administration fee within this time. This is explained prior to a policy being purchased. I can see that the policy is now cancelled, but if we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“I joined 35 mins ago ive spent 32 mins on the phone trying to speak to someone”

Helpful Report

Posted 8 years ago

Hi, Thank you very much for your comments. We place a great deal of importance on customer satisfaction and take your feedback seriously. Please accept our apologies for the length of time taken to get through. This is not the usual level of service that we expect to provide and we do have plans in place to address this. As an alternative to our phone lines, we do also have a dedicated Live Chat service that is available from our website. If we can be of further assistance, please let us know. Kind regards

Posted 8 years ago

“Load of crap”

Helpful Report

Posted 8 years ago

Hi, We wanted to let you know that we have seen your comment. If you would like to provide details of the issues encountered, we would gladly look into this for you. If you would like us to do this, you can get in touch via reviewsites@autonetinsurance.co.uk Kind regards Nicola

Posted 8 years ago

“I had a home contents insurance policy with Autonet Insurance. When something goes wrong the service and customer care is appalling and the charges horrendous. I refused to pay and they are now telling me if I don’t I may not get a mortgage! Thankfully I don’t have a mortgage and don’t need one so they can get lost! They are cheap for a reason but unfortunately I found out too late. Possibly the most incompetent company I have ever come across!”

Helpful Report

Posted 8 years ago

Hi Jon, Thank you very much for taking the time to get in touch. We place a great deal of importance on customer feedback and take your comments seriously. We have looked into your file and can see that your policy was cancelled due to defaults on the account, which can potentially affect your credit rating. When a policy is purchased, it is a twelve month policy that covers the costs of setting up and administering the policy. If this is cancelled, for whatever reason before the end of the twelve month term, charges are made to cover the costs incurred to Autonet. These charges are explained before a policy is purchased. We are aware that you may have had fraudulent activity on your bank account which prevented you from making any payments to cover your insurance. Close Brothers Premium Finance (who we work with) understand this and offered to remove their charges if they received confirmation of this from your bank). Close Brothers confirmed they did not have a record of this sent to them. Correspondence was sent to advise that the policy would be cancelled if payment of the outstanding balance was not paid. We also offered to refund the charges after cancellation , once evidence of fraud was provided. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“Never speak to the same person twice, left hanging on for 20 minutes at least, then transferred to a different department. Sold a fleet policy that worked out more expensive than individual insurance. No-one wants to help or explain anything clearly. Told different things from several different people. They took out more money than they should from my account. Wasted hours of my life trying to sort it all out. Wont be using Autonet again that's a certainty.”

Helpful Report

Posted 8 years ago

Hi Joe, Thank you very much for taking the time to bring this to our attention. We place a great deal of importance on customer feedback and have looked into the calls that took place. Please accept our apologies as the level of service that you received is not that which we usually expect to provide. Feedback has been passed on to the management team in relation to this in order for us to improve the service that we offer in the future. Kind regards Nicola

Posted 8 years ago

“They charge and administration fee of 15 for any change or service. these hidden costs can add up in the year and make it cheaper to pay extra for a direct company and not a broker The customer service are not well trained and it took me days to get a chip in the windscreen resolved as they said it was not covered and that it was classed as a new windscreen - I called Aviva myself and checked and they said chip repair was covered with no charge and no affect to no claims - I had to make Autonet call Aviva to confirm this! I strongly recommend you do not use this company.”

Helpful Report

Posted 8 years ago

Hi Victoria, Thank you very much for your comments. At Autonet, we do make charges if amendments are made to a policy. This is done to cover the costs that are incurred to Autonet. In terms of your comments about your windscreen, I believe that our Complaints team resolved this for you. I trust that matter is now resolved, but please accept our apologies as that is not the usual level of service that we expect to provide. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“Tried contacting Autonet via phone and live chat, Rung on 4 seperate occasions held for over 20 minutes at a time and where still busy. When tried live chat email came back saying no one avaliable. All I wanted to do was change my car details. Will not be recommending them to anyone.”

Helpful Report

Posted 8 years ago

Hi, Thank you very much for taking the time to get in touch and bring this to our attention. Please accept our apologies for the length of time taken to get through. This is not the level of service that we expect to provide and have plans in place to address this. Kind regards Nicola

Posted 8 years ago

“Took out home insurance I cancelled 22 June they took £92.76 out of bank unauthorzed payment Aug 17 load of crooks miss sold insurance mr snook Southampton”

Helpful Report

Posted 8 years ago

Dear Mr Snook, Thank you for taking the time to review Autonet insurance. When a policy is purchased, it is a twelve month policy that includes the cost of setting up and administering it. If the policy is cancelled before the end of the 12 month term, cancellation charges do apply. If these charges are not paid, they may be taken from the card used to pay for the policy. These terms are given before a policy is purchased. I can confirm that our Complaints team have investigated your concerns and confirm that the policy was sold correctly. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“They robbed 95 pounds from my bank account without my authorisation”

Helpful Report

Posted 8 years ago

Dear Tracey, Thank you very much for your comments. I can see there has been various correspondence with Autonet in relation to this. Originally, there were 4 undisclosed claims that needed adding to your policy, which then made the risk to the insurer unacceptable, meaning that the policy needed to be cancelled. We appreciate that you were not the driver for one of the claims, but as the claim was under your policy term (as the policy holder) it needed to be declared. When a policy is purchased, it is a 12 month policy that includes the cost of setting up and administering the policy. If the policy is cancelled before the end of the 12 months, cancellation charges will apply and if not paid, may be taken from the card that you used to purchase the policy with. This is explained in our terms and conditions. We wrote to you on 20th July with a final response to your complaint , explaining this and giving a breakdown of the £95.68 that was still owing to Autonet. In this letter we explained that the account would be on hold for fourteen days to allow for a payment to be made or set up a payment plan. The payment for £95.68 was then taken on 15th August. As mentioned in our letter, we believe that Autonet has acted in accordance with our procedures. We appreciate this may not be the outcome you were hoping for and apologise if any inconvenience was caused as that was never our intention. However, we do hope this explanation goes some way to resolving your concerns. Kind regards Nicola

Posted 8 years ago

“I am unable to pass a rating at present for i am still waiting to receive my policy documents for Transaction ID: I756198659G75N3822 / Web Reference 446-2JB-66C My email address is crickmore@hotmail.co.uk Regards Paul Crickmore 180 Heath Road,Ipswich,Suffolk IP4 5SR”

Helpful Report

Posted 8 years ago

Hi Paul, Thank you very much for taking the time to get in touch and bring this to our attention, I will pass your message on to the relevant department and arrange for another copy of the documents to be sent out. Kind regards Nicola

Posted 8 years ago

“I paid a deposit for insurance cover but gave incorrect bank details by mistake. I subsequently decided not to take up the insurance policy as I had decided to return the vehicle (which was on lease from Seat). As the Direct Debit was not able to be set up, I was advised that the policy was void. I was sent an invoice for about £25 which I paid under protest. I was then sent a further invoice for £63.42 with NO written explaination of what that amount was for. I have refused to pay this and they are now threatening to give me a bad credit reference. Avoid this company like the plague. They are a bunch of crooks. How can a business be anything else if they tell you your policy is void but keep the deposit and accept a subsequent payment to close the matter and then send further threatening letters demanding more money? Michael Pinchen”

Helpful Report

Posted 8 years ago

Hi Michael, Thank you very much for taking the time to get in touch and bring this to our attention. From our system, I can see that two policies were set up. The additional policy that was set up in error was cancelled with no charges made. In terms of the other policy it was a 12 month agreement that included the cost of setting up and administering the policy. If a policy is cancelled before the end of the 12 months, charges will apply. These charges are explained before a policy is purchased and are made to cover the costs incurred by Autonet. I have passed your comments on to my colleague in our Customer Service team who will be in touch to discuss this with you. Kind regards Nicola

Posted 8 years ago

“I made a mistake with the account details I supplied and my direct debit didn't go through. Within 7 days, while I was on holiday, my insurance was cancelled and I am being threatened with legal action if I don't pay the cancellation fee and charges. No opportunity to discuss or come to a compromise. Entirely unacceptable behaviour.”

Helpful Report

Posted 8 years ago

Hi Lisa, Thank you very much for taking the time to get in touch. Your comments have been passed to our Complaints team, who will look into this accordingly. Kind regards Nicola

Posted 8 years ago

“Not happy . Got the quote for policy through MoneySupermarket site. (Problem 1) On the day of ringing to take policy - i forgot to ask to include protected no claims protection. A few days later when i tried to add on - it was either Molly or Sarah said they would ring Axa for extra £ figure quote & get back to me within 24 hours . She never did . When i rang again i was fobbed off . When having had the hassle of the (problem 2) below - i gave up. (Problem 2) MoneySupermarket site quote stated Legal Cover included. However when policy arrived - Legal cover was not included. When complained to Autonet- they stated you get a watered down type of legal cover - I stated this was misleading & threatened of complaining to Financial Services authority- They then made a "U" turn & included it. Their prices are the best - but are not without hidden tricks . Customer service cant compare with bigger companies. Sorry”

Helpful Report

Posted 8 years ago

“I signed up for continuous renewal by direct debit through my business account and received a letter a few weeks before my renewal was due to tell me that I need to do nothing as my insurance would automatically continue. I came home from holiday and never thought anything about it until I was doing paperwork and checked my business account a month later to find that no direct debit or payment to my insurance had been made! I called Autonet only to be told that my insurance had not been renewed and that I had been driving around for the last month with no cover! I was then told that the quote they had given me could no longer be offered and that my premium would come out at almost £200 more than the quote given. After some arguing my point that the failure to renew was not my fault and that it was solely the fault of Autonet they managed to get my premium down to only £70 more than the original renewal quote, they then made out they were doing me a favour by giving me this price! I would not recommend this company to anyone who has pride in their business, their failure to do what I thought I'd signed up to could have had disastrous consequences for my business!”

Helpful Report

Posted 8 years ago

“Every time you need to make a change to your policy you wait for hours on the phone which costs you money every minute. Incompetent staff doesn't help to cut waiting time. When someone actually answers your call they put you through to the right department and you have to wait again. They even cancelled one of my policies because someone didn't make notes in their system. Don't be fooled by low price, you will pay double over the term of policy. Based on policy for hire and reward.”

Helpful Report

Posted 8 years ago

“I have never come across such incompetence. I received a notice of pending cancellation for not providing information, yet the email states no documents required. I then send required information over and it is logged on live Charli so I have proof they have the info, turns out someone in the office didn't add it too the file. Another week on another email pending cancellation. Would never recommend and will be taking it further as now costing me time and money. Avoid at all costs.”

Helpful Report

Posted 8 years ago

“Shortly after my car insurance renewal date of 15 June, I decided to take my off the road for around 6 months due to lack of use. The policy was finally closed on the 2 July. You have found it fit to charge me almost £200 for the priviledge of doing so. You are not treating customers fairly. This matter will be taken further.”

Helpful Report

Posted 8 years ago

Hi Peter, Thank you very much for your comments. I'm sorry to hear that you are not satisfied with all aspects of the service that you have received from Autonet. We take your feedback seriously and your comments have been passed to our Complaints team. Kind regards Nicola

Posted 8 years ago

“I have taken out insurance with autonet because it was such a good price however I now know why because it's a scam to rip people off later. 1St they asked for proof of no claims which I did then they found a claim that was nothing to do with me (& i have van insurance with another company so I called them & they knew nothing about it) so I had to get intouch with the person who damaged my van & call there insurance to email me proof it wasn't my fault and that they bought me a new van sent this to autonet & was sent an email ( that I can't reply to i may ad) saying I need to pay £614 more for my insurance & it will be taken by direct debit from my account ( no thanks I'm not being penalised for no reason) I have tried emailing & live chat & I'm sure when I call they don't update the system so a waist of time. I will be contacting trading standards & worst case scenario will use the £614 they plan to rip me off for to get a solicitor to sort this out once & for all.”

Helpful Report

Posted 8 years ago

Hi Stephen, Thank you very much for taking the time to get in touch and bring this to our attention. We place a great deal of importance on customer feedback and take your comments seriously. I have passed your comments on to our customer service team, who will be in touch accordingly. Kind regards Nicola

Posted 8 years ago

“Purchased a policy from this company. All good??? Received email confirmation. Lovely. Received next email:require direct debit details?? 22 minutes of being on hold. Finally a human being,untrained to take these details. They already have my banking details as the initial payment was taken???”

Helpful Report

Posted 8 years ago

Hi Steven, Thank you very much for taking the time to get in touch and bring this to our attention. We place a great deal of importance on customer satisfaction and are sorry to hear that you are not pleased with all aspects of the service that you have received. I have passed your comments on to our Customer Service team, where someone will be in touch to discuss this with you accordingly. Kind regards Nicola

Posted 8 years ago

Autonet Insurance is rated 4.5 based on 8,915 reviews