Name: Autonet Insurance
Rating: 4.46

“I cancelled my car insurance policy less than 24 hours after taking it out online and I was charged a fee of £80. This equates to two months payments which I feel to be unfair and more than covers their costs, particularly given that I purchased the policy online. I suggest that anyone considering this company reviews the small print in detail before signing. Other insurance companies don’t have such high charges for changes.”

Helpful Report

Posted 6 years ago

Hi Jeff, Thank you for taking the time to get in touch, 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. However, all policies will incur cancellation charges along with costs from the underwriter, to cover the costs incurred by both Autonet and your policy provider, these are explained prior to the policy being purchased. If we can be of any further assistance, please let us know. Kind regards Mollie

Posted 6 years ago

“Please, please, do not under any circumstances use this broker. They have cost me over £170.00 for nothing. They will say I had insurance cover for one month. This cost the equivalent of the 8months I now pay to a different company. ie £270.00 for a full year. £170+ was charged for cancelling policy. AVOID AVOID at all costs.”

Helpful Report

Posted 6 years ago

Hi Thank you for your comments and taking the time to get in touch. We place a great deal of importance on customer feedback and are sorry to hear that you are not happy. Unfortunately, we do not have enough information included on your review to locate your file. If you would like us to look into this further, please can you get in touch via reviewsites@autonetinsurance.co.uk. If you include your contact details, we will be able to locate your file. Kind regards Nicola

Posted 6 years ago

“worst insurance service I have ever received - they cancelled our policy without notice as I have a paper licence and rather than ask us to change for an up to date just chose to cancel - we only found out when we returned from holiday - totally disgusted they didn't ring us - e insured with a cheaper more efficient company immediately and also updated our licence although this wasn't even mentioned with the new insurance company. I have full protected no claims for 9 years - no points on my licence so cannot understand your behaviour - will never waste my time with you again as had I had my vehicle on holiday I would have been driving without insurance”

Helpful Report

Posted 6 years ago

Hi, Thank you very much for your comments. We really do place a great deal of importance on customer satisfaction and feedback and take your comments seriously. In order for us to look into this for you, please email a short summary along with your name and reference number to reviewsites@autonetinsurance.co.uk. Kind regards Carly

Posted 6 years ago

“I called and cancelled GIT mid term 2017 as needed upgraded insurance to cover hire & reward insurance and went with different company as price much better. I wasn’t told anything about cancellation fees and stoped direct debit and all was ok .... until !!!! 9 month later Autonet take £186 out of my account without permission as they automatically renewed insurance without any consent and because I obviously hadn’t paid any direct debits ( as was with a different company ) the took what they say where overdue DD and a £75 cancellation fee!!!! I’ve called them and explained I cancelled 2017 but “ apparently “ they have no record of this. I’ve now asked for all “ recorded telephone conversations “ but they can only find 1 call and this miraculously doesnt mention my request to cancel. I’m now going to send this review to every platform I can find and hopefully potential customers will go elsewhere. Also this is going directly to there MD Ian Donaldson Please use this as a very careful reminder and if you cancel any of there polices they will still take full payment and extortionate fees. Hope this helps you choose a more reputable company Don’t reply with get in touch with us via reviews@ autonetinsurance.co.uk as this DOESNT EXSIST Ive spent 3 hours complaining via email with someone who says they when dealing with my complaint & now my “ complaint has been passed to complaints department “ Mr Donaldson I would suggest lots of retraining and not scripted replies. SERIOUSLY!!!! Adrian Wilson”

Helpful Report

Posted 6 years ago

Hi Adrian, Thank you very much for your comments. We really do place a great deal of importance on customer satisfaction and feedback and take your comments seriously. We are sorry to hear about the difficulties you have experienced. Our Complaints team are dealing with this for you and will be in touch accordingly. If you do need to get in touch, the email address you can contact us on is reviewsites@autonetinsurance.co.uk. Kind regards Nicola

Posted 6 years ago

“had 7 months on my policy left to run and tried to cancel policy to change to a new car was told it would cost another 300 quid on top of the 200 I had already paid .when I tried to cancel policy was told I would actually sill owe them money for that privilege which was 75.00 .so was forced to allow them to cancel it where as it only cost 25.00 and they could then sell me a years insurance for approx. 330.00 for a hole year .what a rip off and will never use autonet again and nor will anyone else I know if they ask for a recommendation of a decent company of which autonet is definitely not one .”

Helpful Report

Posted 6 years ago

Hi, Thank you for taking the time to get in touch. When a policy is purchased, the price is based on the information available at the time. If this information changes, such as a change in vehicle, this will impact on the price that we are able to offer. We do aim to be competitive and as you mention, we can look to set up a new policy using the information with the new vehicle. If a policy is cancelled, charges are made to cover this costs incurred to Autonet. These are explained prior to the policy being purchased. We are sorry to hear that you are not happy on this occasion, but if you can be of any further assistance, please let us know. Kind regards Nicola

Posted 6 years ago

“I insured my car with this shower back in February, as it was such a competitive price, never thinking that a couple of months later I would need to replace my car. I waited for my new car and got a call after Autonet's office had closed on the Saturday to tell me it would be delivered the following day. As Autonet's offices are closed on a Sunday I couldn't change to policy over, but wanted to be able to use the car straight away, so took a new policy out with another company and rang to cancel this policy on the Monday. I nearly fell over when they told me I would have to pay £80+ for the privilege (goodness knows how much they would have hiked up the price for my new vehicle anyway). Wouldn't touch them with a barge pole now.....avoid like the plague.”

Helpful Report

Posted 6 years ago

Hi, Thank you for taking the time to get in touch. We place a great deal of importance on customer satisfaction and would like 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, we will be able to locate your file. Kind regards Nicola

Posted 6 years ago

“I would stay well clear of this bunch of clowns , I rang to switch my policy to a new car and despite several attempts I could not get any answer so took out a new policy with my bank , when I rang to cancel the policy they held I was then hung up on , then when I rang again I was told I couldn't cancel unless I proved I had sold the vehicle , two months on and they still haven't sorted this out and want to charge me £145 to cancel , this is ridiculous!”

Helpful Report

Posted 6 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 place a great deal of importance on customer feedback and would like to look into what has happened here. 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, we will be able to locate your file. Kind regards Nicola

Posted 6 years ago

“Found policy on line and booked, all fine. Then had to telephone to amend detail, which from initial mailing took 1 hour 15 minutes! The trial of going through a requote was akin to the Spanish inquisition, with a very sharp and curt lady speaking to me as if I were a child, and resulted in me giving up and cancelling policy. The automated answering in horrendous and initially takes around 5 minutes to get through before you speak to a human. Would I recommend Autonet? Not in million years!”

Helpful Report

Posted 6 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 customer feedback seriously and will arrange for the relevant department to look into what happened here. Kind regards Nicola

Posted 6 years ago

“Charged over 50% of the policy when car was sold, only said there would be a cancelation fee but they charged for the rest of the policy. very rude and didn't have any intention of doing the decent thing.”

Helpful Report

Posted 6 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 from Autonet and will ensure that your feedback is passed on to the relevant department. Kind regards Nicola

Posted 6 years ago

“Painfull service. Even when I cancelled my policy the letter came through with the wrong date on, so phoned to let them know and was told I’d get a new letter, surprise surprise nothing came through. Hopeless.”

Helpful Report

Posted 6 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 the initial letter had the wrong date on. Please accept our sincere apologies for this. I will pass your feedback on to one of my colleagues in our customer service team and ask them to get in touch and ensure that you have an up to date copy of the letter required. Kind regards Nicola

Posted 6 years ago

“After taking out a policy with Autonet online, my policy was adjusted with additional charges? I called to cancel the policy within 14 days - I was informed to pay cancellation charges for their admin and underwriters as I was out with 14 days. After a lengthy discussion, we realised I was within 14 days of the policy! Then, they claimed I would be due cancellation charges anyway! Why it was it explained to me costs incur over 14 days in the first place is beyond me. To reach this stage of the discussion took me 45 min on the telephone. No manager would take over the phone call to discuss the matter throughout 41 min. Stay away, their customer number is terrible and takes 30 - 40 min per call”

Helpful Report

Posted 6 years ago

Hi, Thank you for taking the time to get in touch. I am 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 spoken to one of my colleagues in our Customer Service team and that your query is now resolved. However, if this is not the case, please let me know and I will be happy to arrange for this to be looked into further. Kind regards Nicola

Posted 6 years ago

“I found auto insurance through go compare. They were the best price so I paid and and that was the end. Then I had an email asking for a licence code I have never heard of this before so assumed it was on the driving licence (which I had a sent in along with proof of no claims ) they wanted my partners also so I assumed this is where I went wrong. So I sent all off again ( via post ) as I’m quiet old fashioned and like to do things the way I no best . I got a further email explaining it was all wrong again and was sent a website of what was required. So I did this and once again printed it and sent it off. My policy was cancelled as they claimed they did not receive it before the policy date. I sent it 4 days before it was due to run out ( basically it was there word against mine that they had not received the paperwork I had sent off to them ). When I tried to argue they was not interested so not only had they cancelled my post they withheld £ 200 and I had to wait 10/7 working days for the rest of my money to go to my account ( as I had cancelled my policy with them) there fire in me resulting in having to go to another insurance company and paying on my credit card. Absolute rip off do not use this company.”

Helpful Report

Posted 6 years ago

Hi, Thank you very much for taking the time to get in touch. We are sorry to hear that you are not happy with some 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 6 years ago

“Communication was terrible - I missed 1 direct debit and ended up receiving 16 text and emails demanding payment which was £6.00”

Helpful Report

Posted 6 years ago

Hi Mark, Thank you for taking the time to get in touch. We are sorry to hear you are not happy with all aspects of the service that you received. I will pass your comments to my colleague in the relevant area and ask them to look into this. Kind regards Nicola

Posted 6 years ago

“Made a mistake on the policy quote and have paid dearly would have a appreciated some system where this is checked before these costs are charged. My son is not used to doing this and set up himself and he has been well and truly stung for his error. I am sure this all works really well for people who are used to the process but would like to warn those who aren't to steer clear added quite a lot to the cost of his policy compared to other companies could have saved £300 if we hadn't gone down this route. Not the cheapest for everyone by a long way.Company has an aggressive text approach to chasing up docs as well. Which along with the extra cost he can well not afford has him petrified every time he receives a text from them. We will not use them again or recommend them.”

Helpful Report

Posted 6 years ago

“Got my new van policy and they are wanting to charge me extra for a forgulant claim that was made against me 5years ago. My other insurance company over the last 5 years have proven that this was forgulant and not charged me, but this company won’t listen to this and have been very unhelpful. Would not recommend them. Just a shame I’m now stuck with them for the next year.”

Helpful Report

Posted 6 years ago

Hi, Thank you for taking the time to get in touch. We take customer feedback very seriously and are sorry to hear that you are not happy with all aspects of the service from Autonet. If you would like us to look into this further, 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 6 years ago

“The worst insurence company till date.Looking for no existing claims not accepting No Claims Discount Letters from costumers.Rude answers from Costumer service representative! Be aware of very expensive cooling off cancelation which is 50£!!! Whole This experience teach you to read reviews before make purchase of”

Helpful Report

Posted 6 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 customer feedback very seriously and have looked into this for you. After your policy was purchased, we can see that a claim needed adding to your file which resulted in an additional premium being payable. The information that we have about the claim is based on data from the Claims and Underwriting Exchange that is used by other brokers and insurers too. In order for the claim to be taken off your file, we required a letter on headed paper from your previous insurer. In terms of the cancellation, we do make charges if a policy is cancelled. These are explained prior to the policy being purchased. At the moment, your policy is still live, but with an outstanding balance. Please can you contact our office to let us know how you wish to proceed. Kind regards Nicola

Posted 6 years ago

“If I could leave 0 stars, I would. I took out a policy from their quote, then a few days later they added £100 through no fault of mine. They refused to change this and when I wanted to cancel after just a few days, they charged me over £60, even though it is my statutory right to cancel. This is probably illegal and all they care about is money grabbing. Avoid at all costs!”

Helpful Report

Posted 6 years ago

Hi, Thank you for taking the time to get in touch. We take customer feedback very seriously and would like to look into what happened here. 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, we will be able to locate your file. Please be assured that we take customer feedback and satisfaction seriously and would not act illegally. In terms of the cancellation, if a policy is cancelled before the end of a 12 month term, charges are made to cover the costs incurred to Autonet. These charges are explained before a policy is purchased. Kind regards Nicola

Posted 6 years ago

“This is the most un customer focussed company I’ve ever dealt with. I own 7 vehicles and had a policy with them. They kept asking ridiculous questions after the policy was already taken out and when challenged on this they hung the phone up. I asked to speak to tony way and they said he does not work for them. So who is the one who signs the documents. They need to sort there operations out cause as far as the articles I’ve read they are already being investigated for fraud and money laundering.”

Helpful Report

Posted 6 years ago

“phoned about cracked windscreen , I was told they would phone me back after 2 hrs I phoned them again , they said they did not have it on the system . so we started again, it took over 20min poor service”

Helpful Report

Posted 6 years ago

Hi, Thank you for your comments. We are sorry to hear about the delay here. If you would like us to look into this further, please can you get in touch via reviewsites@autonetnsurance.co.uk. Ifyou include your contact details and a short summary, we will be able to locate your file. Kind regards Nicola

Posted 6 years ago

“phoned up to add another person onto the policy, with 45 years driving experience, no accident or criminal offences. wanted an additional £2000 plus got cut off twice whilst trying to cancel policy. third lady I spoke to was very helpful”

Helpful Report

Posted 6 years ago

Hi, Thank you for taking the time to get in touch We are sorry to hear that we were not competitive on this occasion. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 6 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