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

“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 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. We place a great deal of importance on customer satisfaction 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 contact details and a short summary, we will be able to locate your file. Kind regards Nicola

Posted 8 years ago

“Never answer the phone....”

Helpful Report

Posted 8 years ago

Hi Tim, I'm sorry to hear that you are having difficulty getting through. We have been experiencing high call volumes lately which have meant longer than usual waiting time for some customers. Please accept our apologies for this; we do have plans in place to address this. If there is anything that you require further assistance with you can contact me via reviewsites@autonetinsurance.co.uk. Kind regards Nicola

Posted 8 years ago

“Have been driving nearly 30 years and have never had an experience like this. 1st asking for no claims bonus, fair enough as expected, then wanting photos of licence, a utility bill, photos of v5 log book, and to wrap it up online driving records which I have now sent in twice you say you can't access records with these codes, threatening to cancel my insurance, I'm beginning to think that's what your gunning for a nice quick profit. Disgusted”

Helpful Report

Posted 8 years ago

Hi Colin, Thank you very much 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. We place a great deal of importance on customer satisfaction and please be assured that we are looking into this for you. I have passed your comments on to my colleague in our Customer Service team who will be in touch accordingly. Kind regards Nicola

Posted 8 years ago

“After taking out a policy and paying monthly, I moved. Autonet said they couldn't transfer policy - the only way was to take out another policy which I had to pay IN FULL for the year. I was given 4 different quotes for doing this on the same day until I managed to speak with a manager who gave me the final figure - which I paid. I am now selling the car 7 months down the line and have just been told I am not able to be refunded any of the paid money. Cowboys. All this after holding for 35 minutes”

Helpful Report

Posted 8 years ago

Hi Charlotte, Thank you very much for taking the time to get in touch and bring this tour attention. We place a great deal of importance on customer feedback and are sorry to hear that you are not happy with all aspects of the service that you have received from Autonet Please be assured that we are looking into this and I will arrange for someone to get in touch accordingly. Kind regards Nicola

Posted 8 years ago

“Having waited over an hour to try to cancel my policy. I eventually managed to contact customer services on a different phone and this was answered within 10 minutes! I was told their department were not able to cancel my policy and I would have to wait in a long queue as cancellations were so busy. It was 7pm at night and they close at 8pm! I asked to speak to a manager and was told this was not possible. I am now on hold for cancellations again and have been on hold 40 minutes on premium rates....absolutely disgusted.”

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. We place a great deal of importance on customer satisfaction and would like to look into this for you. If you would like to do this, please can you get in touch by using reviewsites@autonetinsurance.co.uk. If you include your contact details and your Autonet reference number, we will be able to locate your file. Kind regards Nicola

Posted 8 years ago

“HERE I AM AGAIN AS THIS IS THE ONLY WAY I GET ANY RESPONSE. I WAS CONTACTED BY THE RENEWALS DEPARTMENT WHO TOLD ME I NEED TO SPEAK TO THEIR CANCELLATIONS DEPT, THEY TRIED TO CONNECT ME AND I HELD FOR 5 MINUTES, THE REPRESENTATIVE CAME BACK TO ME, AS PROMISED, AND SAID THAT SHE WOULD ASK SOMEONE FROM THE CANCELLATIONS DEPARTMENT TO RING ME. I STILL HAVEN'T RECEIVED A CALL BUT IN THE MEANTIME CLOSE BROTHERS HAVE TAKEN A DIRECT DEBIT PAYMENT FROM MY BANK ACCOUNT ALTHOUGH I CANCELLED THE EXISTING DD INSTRUCTION AND EMAILED THEM CONFIRMING THAT I HAD CANCELLED THE INSTRUCTION AND DIDN'T WANT TO RENEW THE AGREEMENT. THE PAYMENT HAS A DIFFERENT REFERENCE NUMBER SO IS OBVIOUSLY A NEW INSTRUCTION THAT I HAVE NOT AGREED TO. ALSO I HAVE RECEIVED A LETTER FROM AUTONET TELLING ME THAT MY INSURANCE IS STILL IN FORCE BECAUSE I HAVEN'T FOLLOWED THE CORRECT PROCEDURE. I DON'T UNDERSTAND WHY THIS POLICY COULD NOT BE CANCELLED WHEN I CONFIRMED THAT I DIDN'T WANT TO RENEW, BY LETTER AND ALSO AFTER MY DISCUSSION WITH THE RENEWALS DEPARTMENT LAST WEEK. THIS IS A RIDICULOUS SITUATION - I CAN ONLY STOP RENEWAL/CANCEL THIS POLICY BY SPEAKING TO A DEPARTMENT THAT IS VIRTUALLY IMPOSSIBLE TO CONTACT. I WANT MY MONEY BACK PLEASE, I AM GETTING VERY VERY ANGRY!”

Helpful Report

Posted 8 years ago

Hi Carol, Thank you very much for your comments. Please be assured this has been passed on to the relevant department for one of my colleagues to look into for you. Kind regards Nicola

Posted 8 years ago

“MY INSURANCE WAS DUE FOR RENEWAL ON 29/09/2016 AND I HAVE BEEN TRYING TO CONTACT AUTONET SINCE 10/09/2016 TO ASK THEM NOT TO RENEW AS THEY ARE £80 MORE EXPENSIVE THAN I CAN GET ELSEWHERE. I HAVE RANG THE CALL CENTRE 5 TIMES AND NOT MANAGED TO SPEAK TO ANYONE, I HAVE JUST CALLED AGAIN HELD ON FOR 20 MINUTES AND GIVEN UP. I HAVE EMAILED AND RECEIVED A READ RECEIPT EACH TIME BUT THEY EMAIL MY DOCUMENTS FOR THIS YEAR ANYWAY. I HAVE CANCELLED THE DIRECT DEBIT AND EMAILED THE FINANCE COMPANY TO ADVISE THAT THEY WILL NOT BE ABLE TO TAKE THE MONTHLY PAYMENT. I HAVE ALSO WRITTEN TO AUTONET TO CONFIRM THAT I DON'T WANT TO TAKE INSURANCE WITH THEM THIS YEAR. WHAT ELSE CAN I DO? THEY HAVE CALLED ME TWICE AND BOTH TIMES I DIDN'T GET TO THE PHONE IN TIME, BUT THEY LEFT A MESSAGE ASKING ME TO CALL THE CALL CENTRE. I JUST WANT TO CONFIRM CANCELLATION AND RECEIVE PROOF OF MY NO CLAIMS BONUS, I REALLY DIDN'T THINK IT WOULD BE THIS DIFFICULT!”

Helpful Report

Posted 8 years ago

Hi Carol, Thank you very much for your comments and taking the time to bring this to our attention. Please accept our apologies for the difficulty that you have experienced trying to get in touch. This is not the level of service that we expect to provide and have plans in place to address this. I will pass your message on to the relevant department and arrange for someone to contact you accordingly. Kind regards Nicola

Posted 8 years ago

“I just sold my car in October which was insured in June for a premium of £170 approx. I contacted Autonet on a premium phone line which took 25 mins to answer only to be told I will be charged 50% of the premium for the 3 months insurance plus a £75 admin fee. I was told I will get a £14.00 refund. This is no more than daylight robbery, do not use this company.”

Helpful Report

Posted 8 years ago

Hi Garry, Thank you very much for taking the time to get in touch. I'm sorry to hear that you are not satisfied with all aspects of the service that you have received from Autonet. Please accept our apologies for the length of time taken to get through to us. This is not the level of service that we usually expect to provide and have plans in place to address this. The phone numbers that we provide for existing customers are "03" numbers that are classed as local rate and are included in the call packages for many providers (you may want to check this with your provider though). When a policy is purchased, it is a 12 month policy that includes the cost of setting up and administering the policy. If a policy is cancelled before the end of the 12 month term, charges are applied to cover the costs incurred by Autonet. For example, if a policy is purchased via an online comparison site, Autonet still need to pay a fee to them. These charges are explained prior to the policy being purchased. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“Complete shysters, steer clear. Have had to report them twice to the Ombudsman. Once for changing policy terms between me obtaining a quote and taking out the policy although it was within 14 days. Autonet also had incorrect claims information on my record that they are refusing to remove. If you are unfortunate enough to have a policy with them, do not use them for a windscreen chip repair as this will also go on your claims history despite them advising during the booking that this won't go on your history. Their customer service is appalling, typical wait times in my experience for someone to answer the phone is over 20 minutes. There is nothing good about this company at all.”

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. Please accept our apologies for the length of time it took for you to get in touch with Autonet. This is not the service that we usually expect to provide and have plans in place to address this. In terms of your comments about the policy terms I believe that the terms changed between your quote and the time you purchased the policy. When we looked into this, Autonet agreed to honour the original terms. In relation to your comments about claims, there was one claim declared on file before you came to Autonet. In order to amend or discuss this claim, you would need to discuss this with your previous insurer. Whilst you were insured with Autonet, a windscreen claim was made. This claim does not affect your no claims discount, but will still be noted on your claims history as some insurers do use this as part of their rating criteria for obtaining prices. I understand that you were not happy with the service received, but do hope this reply goes some way to explaining it for you. Kind regards Nicola

Posted 8 years ago

“Tripled my premium because I had wrong date on previous accident claim so they assumed I'd had 2 accidents, corrected the information made no change to premium even though on comparison site they could offer me insurance a third cheaper. Avoid poor service poor value for money I will not use again, feel trapped with them as cancellation charges are astronomic..”

Helpful Report

Posted 8 years ago

Dear Mr Monk, Thank you very much for your comments. We are sorry to hear that you are not satisfied with all aspects of the service that you have received from Autonet. We take your comments seriously and have looked into this for you. When the date of the accident was updated, it meant that the accident had happened within 3 years of your policy starting. This affected the premium that the insurer charged as it is one of the rating factors they base their prices on. In terms of the cancellation charges, these are made in order to cover the costs incurred to Autonet. For example, if a policy is purchased on a comparison website, Autonet have to pay a fee for the business. If the policy is cancelled, Autonet still get charged the fee. Our cancellation fees are explained prior to a policy being purchased. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“Customer services are helpful but they must be over worked as you can not get a response on live chat (I tried serval times over serval days) and it's a long wait on the 'phone for them.”

Helpful Report

Posted 8 years ago

Hi, Thank you very much for your comments. We have recently been experiencing high volumes of calls and customer contact on our Live Chat service and are actively recruiting more staff to help with this. Kind regards Nicola

Posted 8 years ago

“Paid £233 for one years insurance but changed the car after 3 months. Autonet says I can't transfer my insurance to the new car so I have to cancel and have new insurance. They want £440 to insure the new car compared to £267 elsewhere so I will cancel but I will only get £65 refund for the 9 months unused insurance. What a rip off.”

Helpful Report

Posted 8 years ago

“Easy to take your money. Impossible to contact with enquiries. Reported to Financial Ombudsman.”

Helpful Report

Posted 8 years ago

“Unable to supply me with new quotation on new 66 vehicle. Had to renew with another insurer but trying to cancel and obtain no claims bonus proof is horrendous. Phone takes approx 40mins to answer and after being promised 3 times for proof to be sent no option but to take further. The online chat not answered and completing the complaints just times out stating server not available. I would honestly avoid at all costs.”

Helpful Report

Posted 8 years ago

Hi, Thank you for taking the time to get in touch and bring this to our attention. I'm sorry to hear that you are not satisfied with all aspects of the service that you have received. We take your comments seriously 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 reviewsites@autonetinsurance.co.uk. If you include your contact details and/ or policy reference, along with a short summary, we will be able to locate your file. Kind regards Nicola

Posted 8 years ago

“Be very careful with this company, I just cancelled my policy to find there was a £75 charge even after making 6 payments and no claims. How can they justify this? Ripoff is the only thing that springs to mind”

Helpful Report

Posted 8 years ago

Hi Thank you very much for your comments and taking the time to get in touch. When an insurance 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 twelve month term, cancellation charges are made to cover the costs incurred to Autonet. These charges are explained prior to the policy being purchased. To give an insight into the rationale behind this, your policy was taken out via the comparison site Go Compare. When a policy is purchased this way, Autonet pay Go Compare for the business. If the policy is cancelled, Autonet still have to pay Go Compare. Autonet therefore need to charge these fees to cover the costs incurred to us. I understand that you are unhappy about the fees charged, but hope this explanation goes to way to explaining the reasoning behind this. Kind regards Nicola

Posted 8 years ago

“You need to spend at least 45 minutes on the phone to get even the simplest tasks done, which is expensive on both ends. None of the staff really know what they're talking about, meaning you get put on hold over and over while they try and figure out what the thing on their computer screen actually means. Shouldn't they have been trained to use a simple system so it can be efficient and simple for everyone? I'm not one to write bad reviews but I've spent about 4 hours on the phone this week just to set up one policy and cancel another policy for my business. I will never use Autonet Insurance again. Like most things, you get what you pay for. It's clear their staff are poorly trained, most likely poorly paid and there is definitely a general lack of understanding between staff and the system (I've dealt with 5 or 6 different people none of whom could work out what was going on without several episodes of putting me on hold)”

Helpful Report

Posted 8 years ago

Hi, 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 will listen to the call recordings to investigate what has happened. We will provide the relevant training to our staff as applicable. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“Took out the policy on line but once received my documents I found that it wasn't the same cover as I paid for on line! I rang up to try and rectify this, was waiting ages to get through eventually after about 20 mins spoke to a customer service advisor that informed me that I could either cancel the policy and get charged or add the items on for a premium and £10 admin fee?? Even though I already did this on line. Safely say I wont be renewing with you!!!”

Helpful Report

Posted 8 years ago

Hi Clair, Thank you very much for taking the time to get in touch and bring these points to our attention. In terms of the cover you purchased online, this did not transmit through correctly from the comparison site to Autonet. We are looking into this to prevent it happening again in the future. Please accept our apologies for the time taken to get through to us. We have been experiencing high volumes of calls and have plans in place to address this. In relation to your other comments about the optional extras, the items that you queried are not optional extras. They are included as standard on your policy and are detailed in the policy booklet that would have been sent. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 8 years ago

“Pretty angry really. After taking out a policy and paying my first deposit I was the next day sent a letter saying my premium was going up due to my misreporting of an incident. Their credit checkers has apparantly found I was involved in a car accident where I hit a pedestrian and around £1300 costs were incurred. The truth was that I scraped a stationary, empty car in a car park and left some paint scrapes on the bumper. They told me there was nothing they could do about this without me investigatin the incident with my previous insurer and offered to cancel but find a new, hopefully cheaper quote with this "new information" factored in. They could not so I asked to cancel. But on trying to cancel I they tried to charge me £50 despite my policy having only started today! I cannot afford to pay £100 to cancel one policy and start another, so now I am stuck with them, with a ridiculously high premium based on something that did not happen. Furthermore, I suspect something fishy is going on and the company is trying to con me because I never received any follow up about this accident apart from the other company telling me they would be dealing with any third party claims. I heard nothing and if I had ran someone over, incurring them costs and not immediately reported it, that would have been hit and run and I would have had a police visit! Very, very, very unhappy.”

Helpful Report

Posted 8 years ago

Hi Fay, Thank you very much for your comments. At Autonet, we place a great deal of importance on customer satisfaction and have looked into this for you. From your file, we can see that the additional premium was generated because the claim has been listed as "fault", rather than "none-fault" which was originally included when the policy was taken out. When we have checked this on the claims database, your previous insurer made a payment of £1385.17 on this claim. Unfortunately, Autonet cannot control this and you will need to contact your previous insurer if you feel this is incorrect. If indeed this is incorrect, we can look to update it on our system and check the price for your accordingly. We can also see that the claim is listed as third party property damage, rather than an incident with a pedestrian. Please accept our apologies for any confusion on this matter, we will ensure that our records are updated correctly. I am sorry to hear that you are not happy with all aspects of the service that you have received from Autonet, but if there is any update from your previous insurer on your claim we will be happy to look into this. Kind regards Nicola

Posted 8 years ago

“Paid a deposit for my van insurance, 4 days later not had the documents. 3hrs of using their live chat system, to be effectively told no-one is alive to type to you. I tried calling from 9.20am until 12.10pm and could not get through. I sent a message via messenger and within 30mins someone answers. I asked for a callback adn in an hour I got a response. something so simple took nearly 40mins and I was then told I cant add any my friend on as they they dont have the same job as me (he is a delivery driver and wanted to borrow my van to go camping) and that it could look like he was using the van for work. A leap to a massive assumption. When I asked them to cancel the policy and refund my money, they told me the admin fee woudl mean I need to pay another £5 on top of the £52.80 (paid fo days ago) to cancel it. So far they cant tell me the ork carried out that justifies a fee of nearly £60!! Do not bother with this company”

Helpful Report

Posted 8 years ago

Hi Martyn, Thank you very much for your comments. We take customer feedback very seriously and are looking into this for you. I believe my colleague Heather has been in touch and will continue to keep you updated. Kind regards Nicola

Posted 8 years ago

“I phoned do many times for commercial invoice, which is my rights, even I phoned them and hold 30 mins, still didn't get the invoice, I am totally fedup now, every time says, we send you now via email, but still didn't”

Helpful Report

Posted 8 years ago

Hi Tauqir, Thank you very much for your comments. At Autonet, we place a great deal of importance on customer service and take your comments seriously. I will pass your comments on to the relevant department and arrange for someone to look into this for you. Kind regards Nicola

Posted 8 years ago

Autonet Insurance is rated 4.5 based on 8,915 reviews