Name: Autonet Insurance
Rating: 4.46

“Autonet made my policy £140 more expensive for a non fault claim, tried phoning no answer, so had to contact ombudsman and open a case”

Helpful Report

Posted 7 years ago

Hi Mr Bevan, 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. I can see from the notes on file that there has been some correspondence between Autonet and yourself in relation to this, but will pass your comments to our Complaints team. Kind regards Nicola

Posted 7 years ago

“Very poor customer service! Issue between the data coming from the aggregator (CompareTheMarket) and AutoNets policy admin system. Consequently received a text a few days after agreeing a policy and premium; that additional cost being added to that premium and this had been charged to my card without confirming with me first. Apparently this is buried in AN's terms and conditions, that they can do this. Incidentally data had been entered correctly on the aggregator but ANs representative implied that the screen shots I sent to show this could have been manipulated - effectively calling me a liar. Cancelled policy and they still want to charge me a admin fee. Is this really a company you would want to service a claim. Even have to wait for someone to call me to raise a complaint as no one available to do so. Exceptionally Unimpressed. Steer Clear!!”

Helpful Report

Posted 7 years ago

Hi Daniel, Thank you for your comments and taking the time to get in touch. We are sorry to hear that you are not happy with the level of customer service that you have received. We take your comments seriously and have passed your message to our Complaints team, where one of my colleagues will investigate this and contact you accordingly. Kind regards Nicola

Posted 7 years ago

“Very poor customer service! Issue between the data coming from the aggregator (CompareTheMarket) and AutoNets policy admin system. Consequently received a text a few days after agreeing a policy and premium; that additional cost being added to that premium and this had been charged to my card without confirming with me first. Apparently this is buried in AN's terms and conditions, that they can do this. Incidentally data had been entered correctly on the aggregator but ANs representative implied that the screen shots I sent to show this could have been manipulated - effectively calling me a liar. Cancelled policy and they still want to charge me a admin fee. Is this really a company you would want to service a claim. Even have to wait for someone to call me to raise a complaint as no one available to do so. Exceptionally Unimpressed. Steer Clear!!”

Helpful Report

Posted 7 years ago

Hi Daniel, Thank you for your comments and taking the time to get in touch. We are sorry to hear that you are not happy with the level of customer service that you have received. We take your comments seriously and have passed your message to our Complaints team, where one of my colleagues will investigate this and contact you accordingly. Kind regards Nicola

Posted 7 years ago

“Absolutely shocking company...was with them for a year and when it came to renewal time I was working away so couldn't say I didn't want a renewal with them...the policy renewed at more than double the price of the first year when I have never claimed. I will be taking this to the insurance ombudsman”

Helpful Report

Posted 7 years ago

Hi Stuart, Thank you very much for your comments and taking the time to get in touch. We are sorry to hear that you are not happy with the level of service that you have received and have passed your comments to our Complaints team to look into. Kind regards Nicola

Posted 7 years ago

“Dreadful company.dont touch,it's money grabbing all the way.unfriendly, unhelpful and liars, combined with threats of credit black listing.for their mistakes.never use them again!.”

Helpful Report

Posted 7 years ago

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

Posted 7 years ago

“Never received insurance certificate. Had to chase twice. Online customer portal did not have documents either and customer services said they could not do it as did not know how to upload! Shockingly poor service, I will not be using Autonet again.”

Helpful Report

Posted 7 years ago

Hi Gary, Thank you very much for taking the time to bring this to our attention. Please be assured that we take your comments seriously. Our customer portal is something that we are currently looking to improve and I will ensure that your feedback will be passed in to the relevant team. We will also listen to the call that took place with our agent. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 7 years ago

“I bought online and paid my money. Two months later still no communications, no policy documents and the website doesn't work. I sincerely hope I don't need to make claim. They look like they're in a right mess.”

Helpful Report

Posted 7 years ago

Hi Richard, Thank you for taking the time to get in touch and bring this to our attention. I believe that you have spoken to our Customer Service team and that your documents have now been re-sent. In terms of your comments about our website, we are continually looking to make improvements to make the customer journey as smooth as possible. I will ensure your comments are passed on to the relevant team. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 7 years ago

“Bought a car insurance online, received an email from Autonet with the policy documents but the pdf file they sent me is corrupt or buggy, it does not open and crashes my Acrobat Reader (never had this problem before). So I called them and asked to send me the printed documents, this was flatly refused. Then I noticed they requested, after the purchase, to send them copies of multiple additional documents such as my Driving Records etc - I never had such requests before, one has to go online to the UK government website for those. So having seen how they deal with these customer issues, I requested an immediate cancellation but they said they charge £25 just for that, this is within the cooling off period and even before the policy starts which is 7 Apr 2017, in fact, this was about half an hour after I bought the policy online. So I decided to cancel anyway, this is not a good customer experience at all. It seems they make most of their money from the cancellation charges, this is a well known scam practice. Would not recommend to anyone. Avoid.”

Helpful Report

Posted 7 years ago

Hi, Thank you for taking the time to get in touch and let us know about your experience with Autonet. I'm sorry to hear that you are not happy with all aspects of the service that you have received from Autonet. I believe that you have now spoken to our Complaints team and this matter is now resolved. Kind regards Nicola

Posted 7 years ago

“If there was an option of 0 stars that's what I would give them. They are absolutely useless. I'm sure they make up their own crap then pass it onto you so that they can up your policy with extra costs. Talk to them on the phone and they are bloody useless as nothing gets dealt with. Bug you with emails and texts just a couple of days after starting up. Would never in a million years use these again or recommend them ever. Look at the reviews. They never answer a bad one which proves enough in itself”

Helpful Report

Posted 7 years ago

Hi, Thank you very much for your comments and taking the time to get in touch. We are sorry to hear that you are not happy with all aspects of the service that you have received, We place a great deal of importance on customer feedback and respond to all reviews that are posted. Please be assured that your feedback is important and I will arrange for your comments to be looked into. Kind regards Nicola

Posted 7 years ago

Hi, Once again, thank you for taking the time to bring this to our attention. We have now had the opportunity to look into your file and see what happened. When a policy is purchased, we run checks with the Claims & Underwriting Exchange that allows insurers to share information with each other. This check showed that your previous insurers had logged claims that we needed to add some claims to your file. This was the reason that your premium increased, In situations like this, we do contact our customers to make them aware the situation and ultimately to prevent your policy from being cancelled and being left uninsured. I can confirm that we now have the relevant documentation that we require from you. However, if there is anything further that you would like us to look into, please can you get in touch via reviewsites@autonetinsurance.co.uk. Kind regards Nicola

Posted 7 years ago

“Cancelled insurance Had van insurance, asked for my NCB (no claims bonus), emailed it through to them 4 times, confirmed address, have receipt of delivery. Recieved an email at 1.45pm on a saturday with an attachement, it was a letter dated the 13th (same day as recieving email) advising my insurance had been canceled that morning for no NCB. tried contacting them by live chat, got cut off twice, phoned them, got cut off whilst lady was looking into it, phoned back to get a message "sorry we are now closed" so I was stuck with my vehicle 150 miles from home with no insurance and no way to contact anybody. I am totally appauled”

Helpful Report

Posted 7 years ago

Hi James, Thank you for your comments and taking the time to get in touch. I believe that our Complaints team are looking into this for you and will be in touch accordingly. Kind regards Nicola

Posted 7 years ago

“Had cover on a car that I ended up selling after 3 months. Wrote to Autonet and advised them I'd sold the car and wanted to cancel. Impossible to find an hour or two to talk in the phone. Heard nothing, cancelled my direct debit when still coming out two months later. Had a rude letter demanding £130 last month. Emailed complaints department twice, - I'm willing to pay the cancellation charge but they haven't acknowledged my original letter. No response to two email of complaints. They unlawfully took the money from my account last week. Have started a complaints procedure with the Finanical Ombudsman, this insurer takes the same stance as loan starks and thinks it has the automatic right to deduct funds from your bank account. I'm aware it's in their T and C's, - however that still doesn't mean it's lawful.”

Helpful Report

Posted 7 years ago

Hi Kevin, Thank you for your comments and taking the time to get in touch. I'm sorry to hear that you are not happy with the service that you have received. I believe that my colleagues in our Complaints team are looking into this for you and will be in touch accordingly? Kind regards Nicola

Posted 7 years ago

“Do not recommend Autonet.I drive for 14 years,I had car insurance with many companies.I don't know if any other insurance company steal the money from customers ("legal or ilegal")bit Autonet definitely is one to avoid.Don't be fooled with cheap premium.You will see later,the premium is cheap for a reason.”

Helpful Report

Posted 7 years ago

“I can't say a good word about this firm, difficult to contact, premium rate phone line only and their so called 'live chat' doesn't actually function. After being on hold for ages you get a very unfriendly chap who is totally disinterested and calls you 'mate'(!?). Sent me a renewal quote for van insurance of £474, shopped around and got better cover for £175! For goodness sake people go elsewhere and certainly DON'T take their word you are getting the best deal.”

Helpful Report

Posted 7 years ago

Hi Paul, Thank you very much for your comments and taking the time to get in touch, We place a great deal of importance on customer feedback and have looked into this for you .We can see that it took some time for you to get through to one of our agents, please accept our apologies for this as we were experiencing high call volumes at that time. We do have plans in place to address this. Also, we are sorry to hear that you were not happy with the agent you spoke to, however, have listened to the calls made to Autonet and believe that our agents acted professionally in relation to the requests made. We are sorry to hear that you found a more competitive quote elsewhere this time, but do hope that you may consider Autonet again in the future. Kind regards Nicola

Posted 7 years ago

“Hidden fees,incompetent staff,difficult to get insured with Autonet.The worst insurance company! If you want to waste a lot of time and money,then probable to end uncovered,Autonet is the answer.”

Helpful Report

Posted 7 years ago

“Thieves awful service”

Helpful Report

Posted 7 years ago

Hi, Thank you for taking the time to get in touch. We are sorry to hear that you are not happy with the service that you have received, but believe that our Complaints team are looking into this for you. Kind regards Nicola

Posted 7 years ago

“When you try and post a complaint the server is down. Seems this happened last time too. When you phone with a complaint the customer service representative says your not logged on the system, even though a repair agent has visited you twice to say a job cannot be done...It seems the harder you try to get a resolve the more they try to irritate you to give up. I've emailed Gemma Yarwood, who had to sort out me taking out a policy in the first place again an issue of no contact, live chat that did not chat, voice recordings, server issues....really?”

Helpful Report

Posted 7 years ago

Hi Yvonne, Thank you for taking the time to get in touch. I'm sorry to hear that you are not happy with all aspects of the service from Autonet. I will pass your message on to Gemma and arrange for this to be looked into for you. Kind regards Nicola

Posted 7 years ago

“No Documentation arrived after automated messages confirming Insurance (2 car policies) had been taken out) Policy documents did not arrive. Got an email 2 weeks later threatening to cancel. I called them to be told they had sent emails out and-- taken a further £108 out of my account and that they had sent an email about this also. I took screen shot of my emails and my junk folder also to evidence no emails and no communications at all had been sent. Polite lady on phone -- but had to keep going off to her line manager and indicated reluctance to get me a "call back" from a more senior person. Promised to re send documents and to call back -- still awaiting. I would not use this company again - do not touch them with a barge pole!”

Helpful Report

Posted 7 years ago

Hi, Thank you very much for your comments and your updated review, We really do place a great deal of importance on customer feedback and satisfaction and are pleased to hear that this issue is now resolved. Kind regards Nicola

Posted 7 years ago

“Bad service from day one, ignorant rude and would not deal with them again!!!!!”

Helpful Report

Posted 7 years ago

Hi James, Thank you for taking the time to get in touch and bring this to our attention. We are sorry to hear that you are not happy with all aspects of the service that you have received from Autonet. We place a great deal of importance on customer feedback and can see that the initial part of your issue (which was with our accident management company) has been resolved, but have passed your other concerns on to our Customer Service team to look into. One of my colleagues will be in touch to discuss this. Kind regards Nicola

Posted 7 years ago

“I do not recommend anyone the autonet insurance company. Previously I had been with General Accident and they were fair and good. I should have stayed with their 15 pound rise of money if I had known what is ahead of me. Literally I was fobbed off by autonet. With General, when I bough a new car I only had to change the registration plate and it recalculated my new payment without exrta fees. Here with autonet, I pay 130 pounds!!! for a VW Passat when I should be paying around 60 pound. On top, they always had me payed an extra fee to change the car. This time it costed 170 pounds. I wanted to leave the company (my insurance lasts until September, which is 100% that I will never ever choose these people again), and I should pay a feww to quit, which is normal, but I also would need to pay for the rest of the yer until September. At least I was told this by the person at the help desk. Now I am searching the terms and conditions, I will probably leave even if I loose money. The way the company ripping people off is unacceptable in my point of view.”

Helpful Report

Posted 7 years ago

Hi Andras, Thank you very much for taking the time to get in touch and let us know about your experience with Autonet. We take your comments seriously and have looked into this for you. Autonet are an insurance broker and work with various insurers. The price of the insurance that we offer is based on the risk insured at the time. If this changes, for example, if you swap to a different car, the insurer may change the premium they charge accordingly. In addition to this, Autonet make a standard charge of £35 for amendments made on the policy in order to cover the costs incurred to us. This cost is explained prior to the policy being purchased. When we have looked into this, the changes that have been made to the policy have affected the price charged by the insurer, For example, the change in engine size and age of the vehicles have had an impact on the price. Whilst we understand your frustrations around the price increase, we hope that you can understand the reasons behind this. Kind regards Nicola

Posted 7 years ago

“Stay away from crooks Purchased my policy 1 month in advance, with my wife a second driver, she had her licence for 3 year 7 month. They asked to pay £25 extra because I choose the wrong option, I should have gone for 3 years, well rounding suggests 3 year 7 month is closer to 4 not 3 and the website has whole year option. Secondly I have my 10 year NCD, while purchasing I clicked the option to protect it as I have been protecting it for last 8 years. They sent me policy document without NCD protection. I checked on Confused.com and I clicked the option for protect it and it is saved in my Quote on the website. Autonet policy document says my NCD is not protected, and this is Confued.com fault they did not send the information. Cancelled it, in 14 days, of cooling off period, and policy is due to start in next 10 days but they charged £25 for cancellation for the reason which is not even my fault. Pathetic, stay away”

Helpful Report

Posted 7 years ago

Hi Abi, Thank you for taking the time to get in touch and bring this to our attention. We take your comments seriously and have looked into this for you. Whilst we can understand your frustrations around the price increase, this is due to the amount of time that your wife had held her licence for. The insurers that we work with use this as one of the factors in their rating criteria and the difference between 3 and 4 years did affect the price. In terms of the no claims bonus, we can see that this was not added at the time of purchase, although it could have been added if this was required. Also, in relation to your comments abut the cancellation fee, we do make a charge if a policy is cancelled. This is explained prior to the policy being purchased and is made to cover costs incurred to Autonet. 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 7 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