Name: Autonet Insurance
Rating: 4.46

“Went through the whole process getting insurance online to be told at the checkout that it can't be purchased online , was told to phone a number with the reference number so I done that and was on hold for ten mins then told by some one that I would get a call back and waited by the phone for two hours and still no call back. Poor show and poor communications.”

Helpful Report

Posted 8 years ago

Hi Gareth, 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 did not receive a call back. I will pass your message on to our Sales and team. Kind regards Nicola

Posted 8 years ago

“A pain from start to finish, what a mistake. Tried online, only for it to fail to take payment. Called up and was going to be charged £15 more! Had to spend 30 minutes just to get him to take payment. I was then out of the country for a week in the US and Canada and constantly chased for my NCB. I was with AXA before and with AXA now, but it would be too easy for anyone to put 1 & 1 together. Email NCB only to get a missed call and a voicemail saying you tried calling AXA, but got fed up waiting after 20 minutes!! I then called and tried Online chat. Chat bombed out, call finally answered, put on hold and then finally told they hadn't processed my email, yet. I then asked about breakdown cover, but different department, so you lost that business. Shocking”

Helpful Report

Posted 8 years ago

Hi Gary, Thank you very much for taking the time to get in touch and let us know about your experience with Autonet. I’m sorry to hear that you were not happy with various aspects of the service that was provided at Autonet. We place a great deal of importance on customer satisfaction and have looked into this for you. Please accept my apologies for this as it is not the level of service that we expect to provide. I will ensure that your comments are passed on to the relevant departments for them to look into. In terms of your No Claims bonus, some of the insurers we work with, including Axa, do require that we keep copies of this on file. Although you were insured with Axa before, we at Autonet do not have access to that information directly as this was held by your previous broker. The systems that are in place, mean that Axa would not recognise the link between the two brokers. In the future, we hope to have an industry wide-solution that will allow insurers and brokers to share this information. I understand your frustration around the Breakdown Cover. The reason that you would have needed to be transferred is that we have specific agents trained to help with this and work in a different area. This ensures that you would be provided with the correct product to suit your needs. I believe that we now have everything that we require for your policy, but if we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“I sent my proof of NCD via email as requested by Autonet. About a week later I received an email stating I hadn't provided proof of NCD and I had just SEVEN (yes SEVEN) days to rectify this. I contacted someone on webchat and despite me giving the date and time of when I sent my NCD proof I was told it could not be found and could I upload it. After uploading it I was told it was not acceptable because it appeared my NCD was linked to a live policy (this is a renewal letter proposing a years insurance, so it has an expiry date some time next year) and that I had to contact Admiral and give my permission for Autonet to contact Admiral to confirm I was telling the truth. Neither Admiral nor I have heard of this before. I'm now sat in limbo waiting for someone to call Admiral, wondering if my insurance policy is about to be cancelled by Autonet despite me doing everything asked of me. The only reason I'm not cancelling my policy is because I'll be charged an Administration fee.”

Helpful Report

Posted 8 years ago

Hi Rachel, Thank you very much for your comments and taking the time to bring this to our attention. We take customer feedback very seriously and will look into this for you. I have passed your details on to our Customer Service team, where one of my colleagues will be in touch accordingly. Kind regards Nicola

Posted 8 years ago

“Took out a policy for my van which took far longer than needed over the phone. After supplying my ID, proof of no claims and proof of address, my policy was arbitrarily cancelled as my proof of address did not fit into the narrow requirements of autonet's policy. After supplying a bank statement and going through the whole application process again, I was informed that my policy could not be restarted as it was a Saturday and the right person was not there and they would need to call me on the Monday at 9 a.m. to do that. Nobody bothered to call me so I have taken a policy out elsewhere with a fraction of the drama! Useless service!”

Helpful Report

Posted 8 years ago

Hi Keith, Thank you for taking the time to get in touch and bring this to our attention. We take your comments seriously and I will pass these on to the relevant department to look into. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“Con artist £75 cancellation fee penalising you should you sell the vehicle and no longer require the insurance”

Helpful Report

Posted 8 years ago

Dear Mr Jones, Thank you very much for taking the time to get in touch. When a policy is purchased, it is a twelve month policy that includes the cost of setting up and administering the policy. If the policy is cancelled before the end of the 12 month term, cancellation charges do apply. These are explained before the policy is purchased and are made to cover the costs incurred to Autonet. If you require any further information, please let us know. Kind regards Nicola

Posted 8 years ago

“Gave honest answer "no" to question "have you made a claim". After paying premium they asked for £80 more because I'd not informed them that my van had been stolen in the previous year, even though it was soon recovered and no claim at all was made. They then charged £25 to cancel the policy even though it had not begun! This is sharp practice.”

Helpful Report

Posted 8 years ago

Hi Lawrence, Thank you very much for taking the time to let us know about this. To help us look into what happened, it would be useful for us to know where you purchased the policy. If you would like us to do this, please can you get in touchby using reviewsites@autonetinsurance.co.uk. Kind regards Nicola

Posted 8 years ago

“What they don't tell you is that there a broker so a large percentage of what you pay is there brokerage fee! They also include extras you don't necessarily require/want! And as for advice i'm not sure the advice they gave me was/is correct! So will not be using them again.”

Helpful Report

Posted 8 years ago

Hi Andrew, Thank you very much for taking the time to let us know about your insurance, After reviewing your file, I can see that the package you bought does include optional extras. These were purchased when the policy was set up in 2013 and you have renewed each year with Autonet since then. As you mention, Autonet are a broker and are transparent in the fees that we charge, If you have any further questions, or if we can be of further assistance, please let me know. Kind regards Nicola

Posted 8 years ago

“Disgraceful company. Asked for price to put my son on my private use transit van insurance. I was told in no uncertain terms that I was fronting for my son even though I explained he uses a company vehicle monday to Friday and I use the van everyday as my main vehicle. My son would only use the van on a weekend to to to his rugby matches”

Helpful Report

Posted 8 years ago

Hi Dave, Thank you very much for your comments and taking the time to bring this to our attention. We place a great deal of importance on customer feedback and take your comments seriously. We are looking into what happened here and will be sure to pass feedback on to the relevant agents where necessary and address any training needs. In terms of the insurance, when we have looked into this, your existing insurer would not have been able to add your son on to his policy due to his occupation as this was showing as unacceptable on their terms. Autonet are an insurance broker and work with various insurers. I can see that the policy is now cancelled, but if you would like us to look at any alternative quotations with other insurers, please let us know. If we can be of any further assistance, please let us know Kind regards Nicola

Posted 8 years ago

“Disgusting customer service, I was charged an additional £70 for 8 days cover, didn't get a callback to change the policy so had to pay for an extra day, 2, 30 minute phone calls passed from one department to another, listening to scripted answers, poor, very poor!”

Helpful Report

Posted 8 years ago

Hi, Thank you for taking the time to get in touch. I'm sorry to hear that you are not happy with the service that you have received from Autonet. We take your feedback seriously and would like the opportunity to look into what happened. If you would like us to do this, please can you get in touch by using reviewsites@autonetinsurance.co.uk. If you include your contact details and a short summary of what happened, we will be able to locate your file. Kind regards Nicola

Posted 8 years ago

“good initial price for first year but automatic renewal quote for year 2 almost double despite a year of no claims didnt send a copy of the no claims bonus earned for the year. there are massive handling charges involved with this firm”

Helpful Report

Posted 8 years ago

Hi Keith, Thank you very much for taking the time to get in touch. We are sorry to hear that you were not happy with the renewals quotation that we provided. If you still require proof of your no claims bonus, please let us know and we can get a copy of this to you. You can get in touch via reviewsites@autonetinsurance.co.uk to do this. Kind regards Nicola

Posted 8 years ago

“Excessive charges”

Helpful Report

Posted 8 years ago

Hi Michael, Thank you very much for your comments. We place a great deal of importance on customer satisfaction and are looking into this for you. One of my colleagues will be in touch accordingly. Kind regards Nicola

Posted 8 years ago

“I wanted to do a change over of my van.totally the same make and model and yet asking for rip off charge of £92.insurers use to charge £25/£30...totally dissatisfied with autonet. ..people watch out for ripp off charges for making changes to your policy...certainly would not recommend and will definitely not renew in august. Would welcome autonet complaints to look into this..policy number 3910866CV001631 lal345@hotmail.com 07956552881.mr.h.lal”

Helpful Report

Posted 8 years ago

Dear Mr Lal, Thank you very much for your comments. I have now passed these on to our Complaints team, who will look into this and get back to you accordingly. Kind regards Nicola

Posted 8 years ago

“Took approx 3hrs to arrange vehicle insurance, over 2hrs of which on the telephone at my expense. Found much cheaper insurance online, even though brokered by the same company (autonet), and offered by the same insurer (aviva). Their system of passing the customer around to different 'departments' is infuriating, especially as it is quite clear that all these people are doing is reading out all your details again, and trying to sell you other forms of insurance at the appropriate moment. After they read you your address they ask about house insurance. After reading you your job details they ask about public liability insurance. On top of that, they start calling you to offer quotes for all these insurances you have refused. I think this company has been expanding, and has now lost any sense of appreciation for the customer, and especially for the returning customer. Having complained and tried to change to a cheaper policy, they still charged me an 'admin' fee for the initial policy, which more than halved any of the saving, which of course I should have been offered initially. On the whole this company are disreputable, and should only ever be used for one single year, and only if their policy shows up cheapest in your online search. Otherwise, spend your money elsewhere.”

Helpful Report

Posted 8 years ago

Hi Matt, Thank you very much for taking the time to get in touch and let us know about your experience with Autonet. We are sorry to hear that you are not happy with all aspects of the service that you received. In terms of the prices offered, we always aim to be competitive within the marketplace. Sometimes this can mean that we offer different rates via our call centre compared to those offered over the internet. We do place a great deal of importance on customer satisfaction and take all feedback into consideration. In relation to your comments about additional products we do offer these to our customers if we feel they may be of benefit. However, we have now noted that you would not like any further marketing from Autonet. We do understand your frustration, but hope this explanation helps. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“Seriously dubious company, representatives maintained that the underwriters required various pieces of id, contacted underwriters and after doing due diligence was found not to be the case, their reps apparently are using the id rouse to get you to take out different insurance policies after the policy you have is allegedly cancelled by the underwriter and they say they will get you a policy as all other companies will refuse you , IFED notified.”

Helpful Report

Posted 8 years ago

Hi, Thank you very much for taking the time to get in touch. We take customer feedback very seriously and would like to look into your comments. If you would like us to do this, you can get in touch by using reviewsites@autonetinsurance.co.uk. If you include your contact details, Autonet reference number and a short summary, we will be able to locate your file. Kind regards Nicola

Posted 8 years ago

“Worst year i have ever had. I had an attempted car jacking earlier this year where a gentleman decided he wanted to try get in my vehicle whilst on a dual carriageway, as my van was taken away by the police for examination i had to pay for a new screen and the recovery which was £75 window excess & £150 recovery, Autonet as the broker took over a week to get in contact with the Insurers to sort this and kept passing me back and forth. It took a call from my solicitor before they would do anything and then had the cheek to record it as my fault and now my insurance has doubled to over £1000, I wish i had stayed with the original Natwest or AXA insurance. If you want delays problems and dont mind this company screwing you over feel free to use them. Personally a bunch of trained monkeys would do a better job!!!!!”

Helpful Report

Posted 8 years ago

“I feel very ripped of with these, tried to change viehcle on my policy but they wanted £170 to do it. In my eyes this is a complete rip off so I changed to a different insurer cheaper also, I just rang to cancel my insurance they now want £100 for my cancellation. I will never use this company again complete rip off”

Helpful Report

Posted 8 years ago

Hi Andrew, Thank you very much for your comments. Autonet are an insurance broker and work with various insurers to provide competitive premiums to the market place. When a policy is purchased, the price is based on the information available at the time. If there are changes to the policy, for example a new vehicle, the insurer may changes their price based on the new information. In terms of the cancellation fees, we do make a charge if the policy is cancelled. These charges are explained prior to a policy being purchased. Autonet always aim to provide competitive products, If you would like us to look into this further, you can contact us at reviewsites@autonetinsurance.co.uk. If you include your contact details and a short summary, we can locate your file. Kind regards Nicola

Posted 8 years ago

“They are robs people do not use they service”

Helpful Report

Posted 8 years ago

Hi, Thank you for your comments. We are sorry to hear that you are not happy with the service that you have received. If you would like us to look into this for you, please can you get in touch by using reviewsites@autonetinsurance.co.uk. If you include your contact details and a short summary, we will be able to do this. Kind regards Nicola

Posted 8 years ago

“60 mins on phone being passed time and time again , to the wright operator . And when the operator is engaged they ask me the same questions again ???????/”

Helpful Report

Posted 8 years ago

Hi Tim, Thank you very much for taking the time to get in touch and let us know about your experience with Autonet. We take customer feedback very seriously and have looked into this for you. I will ensure that your comments are passed on to the relevant area. Kind regards Nicola

Posted 8 years ago

“Lousy service. Terrible communication problems. Charged £213 for less than a months insurance due to alleged non receipt of no claims proof as named driver. Total policy cost was only £278!!!! Would not reccomend or use again!!”

Helpful Report

Posted 8 years ago

Hi, Thank you very much for taking the time to get in touch and let us know about your experience with Autonet. We place a great deal o importance on customer satisfaction and would like the opportunity to look into this for you. To help us do this, please can you get in touch by using reviewsites@autonetinsurance.co.uk. If you include your contact details, Autonet reference number and a short summary, we will be able to locate your file. Kind regards Nicola

Posted 8 years ago

“Cancelled the insurance with no prior notice and then had the cheek to say they had sent documentation.”

Helpful Report

Posted 8 years ago

Hi, Thank you very much for taking the time to get in touch and let us know about your experience with Autonet. We place a great deal o importance on customer satisfaction and would like the opportunity to look into this for you. To help us do this, please can you get in touch by using reviewsites@autonetinsurance.co.uk. If you include your contact details, Autonet reference number and a short summary, we will be able to locate your file. Kind regards Nicola

Posted 8 years ago

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

Autonet Insurance Reviews