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

“Shocking, they cancelled our policy a few days after we took the policy out saying they didn't cover what we needed, then they kept the first payment, kept the deposit, charged me a cancellation fee and wanted the following months payment even though the policy was cancelled by THEM!! After refusing to pay for something that doesn't exist, they kept attempting to take money out our account and eventually did.”

Helpful Report

Posted 7 years ago

Hi Lisa, Thank you for taking the time to get in touch. We are sorry to hear that you are unhappy with the cancellation of your policy. Autonet are an insurance broker and work with various insurers. After the policy is set up, these insurers may carry out additional checks on the information customers provide. In this instance, the insurer has noted that you husbands phone number was linked to removal services that were advertised on the internet. In turn, this affected the occupation that needed to be noted on your file and unfortunately made this policy unacceptable for the insurer. At this point, Autonet wrote to you to explain this and to offer an alternative quotation with an insurer that would cover this occupation. As we did not hear back from you at this time, the policy was cancelled. It is important to note that if phone numbers are linked to your account that are advertised on the internet, these may be checked as part of the process of setting up insurance. If you are no longer doing that type of work then we suggest that you remove these adverts. In terms of the cancellation fees, when a policy is set up, it is a 12 month policy that takes into account the cost of setting up and administering the policy. If this policy is then cancelled before the end of the 12 month term, charges are made to cover the costs incurred to Autonet. These costs are explained in the terms of business before a policy is purchased. The charges also include the cost of the time that you vehicle was insured. This policy is now cancelled, but if we can be of any further assistance, please let us know. Kind regards Nicola

Posted 7 years ago

“Customer service is very bad iv had insurance for 25 years and I've never had a problem with eney other company before I will not be using this company again”

Helpful Report

Posted 7 years ago

Dear Mr Stringer, Thank you for taking the time to review Autonet. We place a great deal of importance on customer satisfaction and are sorry to hear that you are not happy with the service. If there is a specific issue that you would like us to look into, you can reach us at reviewsites@autonetinsurance.co.uk. Kind regards Nicola

Posted 7 years ago

“Received an email welcoming me to the company and details of monthly payment. Then received 2 different bills by post, 1 of which had another customers personal details and bank details on. Rang customer services and thought this had been corrected. Just looked at my bank account details, horrified and upset that they have taken more than twice the amount agreed and neither or any amounts add up! Office is now closed so will no doubt have a sleepless night. So upset I can't afford for the amount they have taken out of my account. Will be reporting them and never ever use again.”

Helpful Report

Posted 7 years ago

Hi Sally, Sorry to hear this, I have looked into your reference and can see that you have spoken to an agent in our Customer Services team this morning. I hope everything is now resolved, if you would like to contact us further then please get in touch via reviewsites@autonetinsurance.co.uk. Kind regards, Carly

Posted 7 years ago

“WARNING WARNING WARNING !!!!!!!!!!!!! do NOT use this company unless you want to be messed about with. I should have known when I didn't receive a requested call back it was going to lead to a stressful situation. I then called them at my expense, for almost an hour from my mobile phone to their premium rate number to try to sort out. After jumping through endless hoops, I thought it was sorted. But no, I had received no email confirmation, although payment had gone through. I then had live chat with them because once again callback was ignored. I was reassured that once I had emailed the revelant documents I would be emailed the documents so I could tax the vehicle, great or so I thought. Just before I left someone from this inadequate company finally called. I said thanks for your callback but it was all sorted using live chat. Got to town to start jumping through their numerous hoops and they called me saying they were cancelling the policy. I was dumbfounded. In the space of less than twenty four, I was hoop jumping and stressed and now they wanted to dump me, I hadn't even finished hoop jumping. The upshot is they were without any regard for my well being or other road users quite happy to leave me uninsured and with no legal way to get my car home. Ohh did I mention being threatened with cancellation charges ? I DON'T WANT TO CANCEL, YOUR CANCELLING ME!!! One hand does not know what the other is doing within this company, not very reassuring if God forbid you did need to use them in your hour of need. So I reiterate USE THIS COMPANY AT YOUR PERIL. Remember you have been warned. Yours sincerely & stressed Christine Hearns”

Helpful Report

Posted 7 years ago

“After a competitive and easy online quite policy I took out insurance with Autonet. Having sent through all the relevant paperwork there was a query with a date. The query was rectified and all seemed well. However, I then received a notice through saying they are cancelling the insurance so I called them and explained this had been sorted. They said all was fine then sent another letter cancelling it. I then took out alternative insurance with Direct Line as I had had enough. They then realised their error and tried to reinstate the policy. I said I didn't want it as they had cancelled it. This was 3 months ago and they have just set up a direct debit and taken money from my account which isn't owed to them and they didn't even inform me. Outrageous practice from a company, not to mention breaking the direct debit guarantee laws. Like most insurance companies, they are fine until you have a problem and that's when you find out how good, or in this case bad they are. Would never deal again.”

Helpful Report

Posted 7 years ago

Hi James, I am sorry to hear about your experience with Autonet. I have passed on your comments to our Customer Service Team Leaders and someone will contact you within the next 48 hours. Kind Regards, Carly

Posted 7 years ago

“I had a claim what though was 5 years ago it was July 12 2012 My insurance started on July 11 2017 you penalised me for 24 hours bit unfair”

Helpful Report

Posted 7 years ago

Dear Mr Raithby, Thank you for taking the time to get in touch and bring this to our attention. I will arrange for one of my colleagues to contact you and discuss this. Kind regards Nicola

Posted 7 years ago

“Absolutely awful experience with Autonet. Directed to them from Compare the Market, with a quote of £1200. Checked on GoCompare, thinking I had put in the same details on both sites. GoCompare quote was cheaper, so went with that. I get an email from Autonet telling me that I need to call them. I didn't have time to do this until 7 days later. I call and they tell me there are two undeclared claims on the policy, so they have taken £2075.64 from my card along with a £14 handling fee! (these two claims had been declared on ComparetheMarket, not on GoCompare, I hadn't realised). I tell them to cancel the policy and I'm told they can find me a cheaper one, if I stay with Autonet, so I have to give them all my details again to check. I'm passed on to another dept. and have to give full details again, I've been on the phone for 30mins plus by now, quote comes in at £1400. I tell them that on ComparetheMarket I was seeing a quote for £1200, with everything declared. I'm told they can match it and put me on to the sales dept. I have to give all my details for a 3rd time, then have to hold while they check the details that I have given 3 times. After 10 mins on hold, they come back telling me that the underwriter won't accept any no claims from my other vehicle and the insurance will now cost £3500! I tell them to cancel the policy and am then passed back to another dept. They inform me that the refund will take 7-14 days to come through and the cancellation will cost me £80. So, after an hour of my life wasted on the phone, I have no insurance, I'm £2600 down for the next 7-14 days and still have to re-insure my van, whilst they hold my money! And all at a cost of £80. When asked if I wanted anything else at the end of the call, I said 'an apology for wasting my time would be nice'......I was met with silence. I will never make the mistake of using Autonet again. The very cheap policies they advertise, only exist if you fulfill all of the criteria their underwriters require. They don't however tell you what all of those requirements are until you've taken out the policy. They then look for a reason to charge you way in excess of the original quote. Do Not Use Autonet!”

Helpful Report

Posted 7 years ago

Hi, 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. Our Complaints team are looking into this and will be in touch accordingly. Kind regards Nicola

Posted 7 years ago

“very unhappy with renewal quote experience”

Helpful Report

Posted 7 years ago

Hi Susan, Thank you for taking the time to review Autonet and bring this to our attention. If you would like us to look into this in more detail for you, please can you get in touch via reviewsites@autonetinsurance.co.uk. Kind regards Nicola

Posted 7 years ago

“I took out van insurance at the beginning of May and they request such data as DVLA access codes for all the named drivers, photos of licenses etc which I provided well in advance of the deadline. I then received a notice of cancellation for the policy in 7 days unless they received the data. I called and explained that it had all been sent and they said the DVLA codes had already been accessed and were therefore invalid. So I had all the named drivers do the same again and sent them all off to their unmanned inbox again. I received another notification of cancellation and they cancelled my policy, charging me £80 for the privilege. A lot of time and money wasted running around after their 'computer says no' nonsense.”

Helpful Report

Posted 7 years ago

Hi, Thank you 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 what has happened for you. In order for us to do this, please can you get in touch via reviewsites@autonetinsurance.co.uk. If you include your Autonet reference number and/ or your contact details, along with a short summary, we will be able to locate your file and investigate. Kind regards Nicola

Posted 7 years ago

“Absolutely disgusting service,didn't contact me about renewal,I rang them up as it was 10 pound more a month and I had no claims also,they said that all insurance companies have gone up in price. I Cancelled to say I would get charged 65 for cancelling,so cancelled,I went online and got a quote from go compare for autonet and it was 9 pound cheaper than the renewal.next minute I get charged 111 pound for 11 days cover from them.a absolutely disgusting -shame on you autonet”

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. We are sorry to hear that you are not happy with the prices/ charges that have been quoted.We place a great deal of importance on customer satisfaction and will arrange for one of my colleagues to look into this and be in touch accordingly. Kind regards Nicola

Posted 7 years ago

“Autonet provided a very competitive quote on a comparison website. However once I had paid the premium and provided the right documentation they took and extra £62 out of my account and I received a letter AFTER the event. They have also incorrectly advised me I have not disclosed an accident. I have provided proof of this and they are continually not listening to me and I have taken advice from the financial ombudsman. Do not waste your time with autonet. They will rip you off!!”

Helpful Report

Posted 7 years ago

Hi Lesley, Thank you for your comments and taking the time to bring this to our attention. I believe that we have been looking into this for you and will pass your further comments to our Complaints team. Kind regards Nicola

Posted 7 years ago

“I've registered an online account and logged in, took pictures of my licence and got proof of my no claims. i tried to upload the details and it now won't let me log back in to give proof of the details needed I've even tried resetting my password (100% nothing i'm doing wrong). I've lived at my address for 14 years and never had a problem yet autonet say i'm not showing on their system as living there!? (strange!). Just to get what should be simple car insurance you need to go out of your way to prove more than you should have to: where you live and some vehicle check thing. Proof of NCD should be it. I've now got to phone up during work and get through to the wrong department to then get put through to the correct department as It's virtually impossible to get the number you need from their website.”

Helpful Report

Posted 7 years ago

Hi Lee, 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 looking into this for you. I can see that you contacted our Live Chat team yesterday who explained which documents we were outstanding. If we can be of any further assistance on this, you can reach us at reviewsites@autonetinsurance.co.uk. Kind regards Nicola

Posted 7 years ago

“very poor service.”

Helpful Report

Posted 7 years ago

“Three hours of phone calls being given the run around all for information which should have been collected by yourselves From my previous insurance company. Especially as you had contacted them before.”

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. We place a great deal of importance on customer feedback and we are looking into this for you. I will arrange for one of our customer service colleagues to be in touch. Kind regards Nicola

Posted 7 years ago

“Autonet insurance website via Go compare. Completed online application in full, via “go compare” website, received the quote, paid in full on line, informed by e-mail that policy docs shall be received shortly (by email). All good so far, seemed just like any other reputable provider. Then instead of receiving the insurance docs - like a reputable insurance broker, i receive a demand for an additional £14.95 + £14.95 administration fee ) I have no idea what the admin fee is for. No insurance cover details were received, just a nebulous explanation for the admin fees of "previous claims not disclosed"...... I have no idea what these are as no evidence of what the "previous claims not disclosed" were supplied by autonet...... At this time, I have no idea if the vehicle is insured as nomdocs hgave been recieved. The additional fees are in dispute with Autonet insurance. Even if this dispute is resolved successfully in my favour, at this time I don't recommend Autonet insurance. Maybe this is “just an admin error” by Autonet insurance ...... we’ll see...... Otherwise Caveat emptor !!!!! I SUGGEST READING THE OTHER REVIEWS ABOUT AUTONET INSURANCE AND CONSIDER VERY CAREFULLY BEFORE MAKING YOUR PURCHASE!”

Helpful Report

Posted 7 years ago

Hi, Thank you very much for taking the time to get in touch and bring this to our attention. We take customer feedback seriously and have looked into this for you. We can see that there should only be one clam on file. Please accept our apologies for any confusion. I will arrange for one of my colleagues to be in touch and discuss this with you. Kind regards Nicola

Posted 7 years ago

“AUTOSCAM = AUTONET Reviews that are on this site are dubious and without doubt mostly concuted by Autonet themselves. This company is a scam and they won't pay out a penny if you are involved in an accident. Cheap is rarely better and this is a prime example. Be warned!”

Helpful Report

Posted 7 years ago

Hi David, Thank you for taking the time to get in touch. I can confirm that all reviews on this site are from customers and Autonet would never post their own reviews on any such site. We are sorry to hear that you are not happy with our service and would like to look into what has happened for you. If you would like to get in touch, by using reviewsites@autonetinsurance.co.uk, we would be happy to look into this for you. If you include your contact details and a short summary, we will be able to locate your file. Kind regards Nicola

Posted 7 years ago

“Nothing went wrong”

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Posted 7 years ago

“Cancelled insurance after stealing £80. Stated they had not received proof of no claims. Sent in four different formats photocopy, text and email x2. Apparently not received any of them they cancelled the insurance and then state there is a £75 cancellation fee I repeat they cancelled the insurance not me. After reading reviews I am not the first person this has happened to. AVOID AVOID AVOID. SEEMS LIKE A SCAM.”

Helpful Report

Posted 7 years ago

Hi Michele, Thank you for taking the time to get in touch. We take your comments seriously and would like to help you with this. Since your contact with my colleague this afternoon, we are now in receipt of your no claims bonus. In order for us to help though, we will need to be able to speak to you . If you would like me to arrange for someone to contact you, please can you get in touch via reviewsites@autonetinsurance.co.uk Kind regards Nicola

Posted 7 years ago

“A JOKE OF A COMPANY - AVOID AT ALL COSTS. THEY WERE SUPPOSED TO CANCEL MY COVER ON THE 1ST APRIL (MUST HAVE BEEN AN APRIL FOOL AS THEY "FORGOT". i HAVE HAD TO PAY THEM 22 DAYS MORE COVER, PROVE I HAD INSURANCE ELSEWHERE (I HAVE WITH ONECALL) AND A CANCELLATION FEE OF £75. THE BIGGER JOKE IS THAT ITS BECAUSE THEY WOULD NOT COVER MY 49 YEAR OLD PARTNER BECAUSE HE WAS JUST LEARNING. CUT OFF TWICE AND NO WAY TO ESCALATE BECAUSE "NO ONE WAS AVAILABLE". HAHA AUTONET - AMAZING JOKE OF A COMPANY. FORGOT TO ADD THIS WAS IN MY 2ND YEAR. WAY TO REWARD LOYALTY.”

Helpful Report

Posted 7 years ago

Dear Miss Huntley, Thank you for your comments. We take customer feedback very seriously and are sorry to hear that you are not happy with all aspects of the service that you have received. We have looked into this and can see that you contacted us to add your partner on to the policy. Unfortunately, the insurer that you were with at that time was not able to offer cover for a provisional driver and so you wanted to look into cancelling the policy. However, the policy was not cancelled at that time because the phone call ended before the process was completed. Our adviser did try to contact you back but was unable to get through to you to complete the cancellation. When we heard from you later in the month, we looked into backdating the cancellation for you to the 1st April, which is why we requested the proof of alternative cover to help with this. When a policy is cancelled, Autonet do charge a cancellation fee. This is explained prior to the policy being purchased and is made to cover the costs incurred to us. We can see that your policy is now cancelled, but you require any further information, please let us know. Kind regards Nicola

Posted 7 years ago

“I got insurance and cancel after 10 days. They charged me £50 but in document they said cancelation fee is £7.50. They charged me for “CANCELATION FEE 7.50” but they charged me £50. They did not mention in anywhere in the policy terms and conditions of insurance documents. They are layer and rubber. They charged me for 10 day £70.00.”

Helpful Report

Posted 7 years ago

Hi, Thank you very much for taking the time to get in touch. Autonet are an insurance broker and work with various insurers. When a policy is purchased, it is a 12 month policy that includes the cost of setting up and administering the policy. If this is cancelled before the end of the 12 months, charges are made to cover the costs incurred to us. The £7.50 cancellation charge that you mention is the charge made by the insurer. The £50 charge is the cancellation fee made by Autonet and is noted in our terms of business. Before a policy is purchased online, customers much tick a box to agree to the terms of business. I can see that your policy is now cancelled but if you reuire any further assistance, please let us know. Kind regards Nicola

Posted 7 years ago

Autonet Insurance is rated 4.5 based on 8,915 reviews