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

“Never been ripped off as much as u have with this company. Started my policy with the beginning of March then 2 weeks later my car was written off. Just to change my policy details for my new car that had the same engine and was not as old it cost me £360! If I'd of cancelled my insurance because I paid up front for the year I'd of lost nearly half what I'd paid for having being insured for 2weeks. Will never renew with them!”

Helpful Report

Posted 8 years ago

Hi Kim, Thank you very much for your comments. We take customer feedback very seriously and have looked into this for you. Autonet are an insurance broker and work with various insurers to provide products to the market place. Since reading your comments, we have looked into the cost of your new policy and unfortunately, there is a quite a large difference in price for the new vehicle. We checked these details with other insurers on our panel too and they are showing much higher prices for the new vehicle too. We understand your frustration at this increase, but unfortunately, the rates are set by the Insurer rather than Autonet. At Autonet, we do place a great deal of importance on customer satisfaction and aim to provide competitive premiums. We do hope that you will consider us again in the future. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“Total rip off, my insurance due to finish then wasn't contacted about this, autonet then automatically renewed my policy and increased amount £40 from the previous year! Called up using my phone bill with no call back and was told I can cancel but will cost around £400+premium charges as I'm already one month into the renewal, also told that if I cancel I wouldn't receive my no claims bonus from them as I should of cancelled before the previous year ended. Poor customer service just repeating the same things over and over like reading from a script. AVOID these if you can”

Helpful Report

Posted 8 years ago

Hi, 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 would like to look into this for you. If you would like us to do this, please can you get in touch by using the following email address. If you include your contact details, reference number and a short message, we will be able to locate your file. Kind regards Nicola

Posted 8 years ago

“Very long-winded process, only wanted to change the address on my policy and it cost me £80 plus whatever the 70 minute phone call will be! No offer to call me back, just put on hold and passed from person to person, each time having to repeat myself! Not happy & not impressed! Wouldn't recommend to anyone.”

Helpful Report

Posted 8 years ago

Hi, Thank you very much for your comments. We place a great deal of importance on customer feedback and would like to look into this for you. If you would like us to do this, please can you get in touch by using the email address reviewsites@autonetinsurance.co.uk. If you include your contact details/ reference number along with a short message, we will be able to look into this. Kind regards Nicola

Posted 8 years ago

“Terrible company! Lot's of hidden charges & demands for extra money after you've taken out a policy with them. Then they threaten you with huge cancellation fees if you refuse to pay the extra. No replies to multiple e-mails & cost me £11 to make two 5-minute phone calls to them as they wouldn't call me back. Can't wait to see the back of them - if they'll let me leave without another massive cancellation admin fee that is! Avoid at all costs!”

Helpful Report

Posted 8 years ago

Dear Mr Oswin, Thank you very much for your comments in relation to Autonet. I’m sorry to hear that you are not happy with all aspects of the service that you have received. I believe that when you purchased your policy, there was some discrepancy between the no claims bonus that you were able to provide compared to the data we had on file. This difference impacted on the price of the policy offered to you and generated an additional premium. In this case, the additional premium needed to be paid to ensure that you had the correct insurance on place. If this was not carried out, the cancellation fees would have been applicable as per our terms of business In terms of the phone calls, we have recently updated our phone numbers so that existing customer now have access to “03” numbers which are charged at a local rate. Alternatively, we do offer a live chat facility which is available free of charge from our website. Kind regards Nicola

Posted 8 years ago

“At 11 months into my insurance contract with Autonet I changed from my current Ford Transit to a brand new Ford Transit van. To my absolute bemusement, Auto net refused to continue the existing policy claiming that the underwriters saw the new Transit as a risk?! I was left no choice but to cancel the insurance which has lost me my 9th year no claims bonus. The staff were like a bunch of robots reading from a script and wouldn't offer any reasonable resolution. This has had a financial impact on me due to the loss of my 9th year no claims and a loss of a months insurance. I now can't trade until new insurance is arranged (not with Autonet).”

Helpful Report

Posted 8 years ago

Dear Mr Martin, Thank you very much for your comments. When a policy is purchased, it is based on the risk that is present at the time. If there are any changes in circumstance, for example a new vehicle, the level of risk is then re-assessed by the insurer. The insurer will then decide if they want to cover the new vehicle or offer a new price at all. There are many factors that affect this, which in turn affect the price of the policy, or whether the insurer wants to cover the new vehicle. I believe that our Complaints team are looking into the point you have raised and will be in touch accordingly. Kind regards Nicola

Posted 8 years ago

“ripoffs ,better of going with Adrian flux or someone like that as there customer service and total lack of communication between customer ,underwriter and themselves is shocking they say u pay cheap u pay twice well if u use autonet and have problems that's exactly what u will be doing,i wouldn't recommend this firm to any1”

Helpful Report

Posted 8 years ago

Dear Mr Lainsbury, Thank you very much for your comments and taking the time to get in touch. I believe that our Complaints team have been in touch and that this issue is now resolved. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“I have purchased autonet car insurance policy over the phone, had great troubles then trying to email required documents as emails with attachments seem not to go through. I finally managed to send my documents over life chat option and after verifying them a person on life chat want to charge me 100 pounds because apparently the dates on my license don't match those in the policy . I have read the dates from my license to an advisor over the phone and there is no chance I have made mistake doing this and now they want another 100 on top of already big amount. The company is dishonest in my opinion and look hard for the ways to charge as much as possible in any possible way.”

Helpful Report

Posted 8 years ago

Dear Iza Baran, 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 have since listened to the call. You did indeed provide the correct information in relation to your licence dates. Please accept our apologies for any inconvenience caused. We will provide feedback to the agents involved and will also arrange for someone in our Customer Service team to contact you and arrange a refund for the additional £52.83 that you paid. I trust this will be agreeable, but if you require any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“I set up Trade Insurance with AutoNet on 23.02.16 and I pay first payment and today is 02.03.16 and I didn't receive any confirmation by email and no letters on my aderess! I call them 3 days and them for confirmation and didn't send me ! Very poor company”

Helpful Report

Posted 8 years ago

Hi Igor, Thank you very much for your comments, In order for us to look into this, please can you contact me at reviewsites@autonetinsurance.co.uk. If you include your contact details and/ reference number along with a short message, we will be able to locate your file. Kind regards Nicola

Posted 8 years ago

Hi Igor, Thank you very much for getting in touch again, I believe that my colleague in our Complaints team has been able to send your documents to you. If however this is not correct and we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“Be very wary about using AutoNet. Over 1 month after pointing out they have charged my card TWICE I am STILL waiting for a refund. Once they have you signed up it seems they don't care about you. Hopefully I won't need to claim as I hate to think what would happen. BE WARNED!!”

Helpful Report

Posted 8 years ago

Dear Mr Maunder, Thank you very much for taking the time to get in touch. Customer feedback is very important to us and we take your comments seriously. I believe that your policy was originally set up on instalments, but that you called to pay the full balance. Due to the timing of this, a further instalment payment was taken. We arranged to refund this additional payment for you and believe it was credited to your account on 2nd February. If this payment was not received, please can you get in touch by using the email address reviewsites@autonetinsurance.co.uk and we will be able to look into this for you. Kind regards Nicola

Posted 8 years ago

“Farm credit out to 3rd party and watch out for the £50 cancellation fee if need to cancel ! Avoid !”

Helpful Report

Posted 8 years ago

Dear Mr Burling, 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 received from Autonet. When a policy is purchased, there are two options available for payment and are are explained prior to purchase. 1) Pay in full 2) Pay via instalments, with the finance offered by Close Brothers Premium Finance I believe that you set your policy up in November and opted to take the monthly instalments option that we offer. Close Brothers provide the finance for the policy, but do not provide the insurance cover. I can see that your policy has now been cancelled and correspondence has been sent to confirm the balance owed to Autonet. 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 month term, charges are made to cover the costs incurred to Autonet. For example, if a customer purchases their policy online from a comparison site, charges are made to Autonet to set up this policy. The charges made by Autonet are included in terms of business and are explained before a policy is purchased. I will pass your comments on to the relevant department and arrange for someone to contact you to discuss this. Kind regards Nicola

Posted 8 years ago

“The initial price was great, but when I tried to change the car on the policy half-way through the year, they wanted to charge me an enormous sum (50% more than I'd paid initially for the year as a whole!) to do so, even though the new car was in a lower insurance band. So, I wanted to cancel the rest of the policy, but the administration fees to do so meant that instead of receiving back what should have been about £100 pro rata, I would have had to pay them about £20 instead!!! The manner in which the operators twisted everything around towards this conclusion was really tricky and obviously came from what seemed a dishonest company policy in general. One operator was really not a nice guy. Yes, their terms were in the small print, but they were very ambiguously written, of course. And just because they were there doesn't mean they don't have to be fair. Btw, Autonet don't underwrite insurance themselves - they are just an agency for other underwriters. In my view, they're here to make as many quick bucks as they can. I will certainly never use them again.”

Helpful Report

Posted 8 years ago

? Dear Mr Payne, 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 of importance on customer feedback and take your comments seriously. I can confirm that I have looked into your file and your policy is still live at the moment. As you mention, Autonet are an insurance broker and aim to provide competitive premiums to the market place. The premiums are set by the underwriters, rather than Autonet directly. When a policy is purchased, it is an annual policy, which includes the cost of setting up and administering the policy. If this is cancelled before the end of the 12 month term, cancellation charges are made as per our terms of business. These charges are made in order to cover the costs incurred to Autonet. I believe that we offered you a new quotation for a new vehicle, with increased mileage and comprehensive cover. These factors all contribute to the premium that we were able to offer, which unfortunately was not competitive for you at this time. If this policy is cancelled, I can confirm there will be no payment due. If you would like to cancel this, please can you get in touch to let us know. Kind regards Nicola

Posted 8 years ago

“They claim to have a 24 hour hotline for accidents, called Sunday morning and spent 9 hours trying to get through to an agent calling every 10 minutes to their number which went straight to unobtainable, Called again Monday and every-time you press 1 for claim's the number cuts you off its now Monday morning and i still cant get through !!!! customer services wont transfer you as they dont do claims and also informed me autonet is being taken over by another company. Absolutely useless if your involved in an accident, even the police couldn't get hold of them !!!!!!”

Helpful Report

Posted 8 years ago

Dear Mr Tennant, Thank you for taking the time to get in touch and bring this tour attention. I'm sorry to hear that you are not satisfied with all aspects of the service that you have received. We place a great deal of importance on customer satisfaction and take your comments seriously. I believe my colleagues are now looking into this and will be in touch accordingly. Kind regards Nicola

Posted 8 years ago

“great bunch of people to talk to very helpful”

Helpful Report

Posted 8 years ago

“Very corrupt company trying to charge me to insure a vehicle I have sold and if I don't pay they are going to fraudulently use my debit card the letter says to day”

Helpful Report

Posted 8 years ago

Hi Dale, Thank you very much for your comments and bringing this to our attention. We place a great deal of importance on customer feedback and would like to look into this for you. As such, I have passed your comments on to our Customer Service team to look into. Kind regards Nicola

Posted 8 years ago

“Terrible violent service”

Helpful Report

Posted 8 years ago

Hi, We place a great deal of importance on customer feedback and would like to look into your comments. If you would like us to do this, please can you get in touch by using the email address reviewsites@autonetinsurance.co.uk. If you include your customer reference number and a short summary, we will be able to locate your file. Kind regards Nicola

Posted 8 years ago

“Was insured for about 6 month after that change vehicle on commercial previous insurance was cancelled and set up new one in one call (about 1:30 hours) make all payments cancelation fee and deposit. After 3 weeks received the letters about they can't protect my no claim bonuse because I have claim from previous vehicle which is open case and they see like its my fault. I can cancel and go to insure with another company but they will charge my about £100 I think it's not fare because I was told all correct information about all claims. Plus together I received letter with outstanding balance £170 for the cancelled previous policy. Not recommend at all Called many times, set on hold for about 10-15 min takes 1hour sort it out nothing.”

Helpful Report

Posted 8 years ago

Dear Mr Kaseta, Thank you very much or taking the time to get in touch and let us know about your experience with Autonet. We take your feedback seriously and have looked into this for you. In December, I believe that you wished to changed your policy from a car to a van policy and we originally advised of a refund towards the new policy. However, in January, we were made aware of an open claim on file, where the underwriter did not allow any return premium if the policy was cancelled. I can understand your frustrations, but this is a standard occurrence if a claim has been made. If you could let me know a suitable time that we can call you , I can arrange a call back for you. Kind regards Nicola

Posted 8 years ago

“I purchased a car insurance a week ago for my business car. After 72 hours they sent me a letter demanding a further £297 as an aditional premium for an accident I declared during the application process and which was not my fault. After endless calls and emails to their customer service they asked to provide a letter from my previous insurer (linked to a previous car) stating that the accident was not my fault. Although this claim remains open (issue with Romanian insurer of 3rd party) the accident was logged as not my fault as I was parked and a lorry hit me. Anyway, after presenting the required letter they said that although the document states that I was not at fault as 'the case remains open there is nothing they can do'. It seems they look for every single excuse to increase their original quotes arbitrarily. I have found their service very frustrating and without offering any real solutions and just keeping me going around in circles. Very disappointed, I am considering cancelling my insurance with them and going elsewhere. WOULD NOT RECOMMEND!”

Helpful Report

Posted 8 years ago

Dear Mr Gomez Simonin, Thank you very much for taking the time to bring this to our attention. Customer satisfaction is very important to us at Autonet and we take your comments seriously. I believe that our Complaints team have been in touch to discuss this with you and the matter is now being dealt with. If however, this is not the case, please let us know and we will look into this. Kind regards Nicola

Posted 8 years ago

“Been with Autonet for less than a month and so far has proved to be the worst "insurance company" I have ever used. My policy was mistakenly set up twice by Autonet (which seems to be quite common reading other reviews on here) and every time I phone up for a 30 minute conversation I get told a different story as to what's going on. Very quick to take your money but very poor at rectifying their mistakes.”

Helpful Report

Posted 8 years ago

Dear Mr Wyatt, Thank you very much for taking the time to get in touch and bring this to our attention. Please accept my apologies as this is not the level of service that we expect to provide. I believe that my colleagues in our Customer Service team have been in touch and the matter is now resolved. If however, this is not the case, please let me know. You can reach me at reviewsites@autonetinsurance.co.uk Kind regards Nicola

Posted 8 years ago

“Purchased car insurance via Go Compare. Still waiting the details via email. I have rang Natwest and I am wanting a refund. The policy is not due to start for another week, so I am well within my rights to get a full refund - NO DEDUCTIONS! Natwest's Dispute Resolution Team are also getting involved just to make sure Autonet don't try and pull a 'fast one'!”

Helpful Report

Posted 8 years ago

Hi Lauren, Thank you very much for taking the time to get in touch and bring this to our attention. If a policy is set up, but not yet started, there is a £25 administration charge to cancel the policy. This charge is made to cover the costs incurred to Autonet when arranging the policy. If you are looking to cancel your policy, please can you get in touch so that we can look into this for you. You can reach us at reviewsites@autonetinsurance.co.uk. If you include your name, address and DOB, along with a short message, we will be able to locate your file and look into this. Kind regards Nicola

Posted 8 years ago

“Autonet Insurance for car. Pleasant staff but incompetent - working by rote rather than mentally processing information given. Double checked cover given as another insurance company said people were being caught out and found out we were not covered for what we'd asked for. When I rang to rectify the attitude was one of avoidance and that single call cost me £10. Not recommended due to false sense of security given.”

Helpful Report

Posted 8 years ago

Hi, Thank you very much for your taking the time to let us know about your experience with Autonet. We take your feedback very seriously and would like to look into what happened. 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 and a short summary, we will be able to locate your file. Kind regards Nicola

Posted 8 years ago

Autonet Insurance is rated 4.5 based on 8,915 reviews