Name: Autonet Insurance
Rating: 4.46

“Worst insurance company ever. Please pay a few more pound and go with someone else..... anyone else.”

Posted 7 years ago

Hi Shane, Thank you for taking the time to get in touch. We place a great deal of importance on customer satisfaction and are sorry to hear that you are not happy with all aspects of the service that you have receive. If you would like us to look into this further, please can you get in touch via reviewsites@autonetinsurance.co.uk. Kind regards Nicola

Posted 7 years ago

“I tried to pay a premium online and it wouldn't let me. Then I requested a phone call and when your agent phoned me it took about an hour to go over ALL the information that I had put In online. It was VERY frustrating. The premium went up by £60 then I spoke to the girl to pay and she went through it all OVER again and she again increased the premium. So in the end I hung up. I will never phone auto net again nor will I recommend your company”

Helpful Report

Posted 7 years ago

Hi Deirdre, Thank you for taking the time to get in touch. We place a great deal of importance on customer feedback and have looked into this for you. When a policy is purchased it is important that all of the information is correct. When checking the information, we noticed a claim needed updating from "none fault" to "fault" and this affected the price that we were able to offer. The information that we receive is from the Claims and Underwriting Exchange which your previous insurer would have updated. If you were able to provide evidence this was not the case, we could look to update the information. We understand that you are not happy with the price increase, but as you can appreciate, we need to ensure that we check the information so that our customers are correct insured. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 7 years ago

“been on hold 45mins”

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Posted 7 years ago

Hi, Thank you for taking the time to get in touch. We are spry to hear that you have experienced some difficulty getting through to us. I will arrange for one of my colleagues to give you a courtesy call. Kind regards Nicola

Posted 7 years ago

“Worst insurance company I've ever ever used wish I had read reviews on Facebook befor purchasing this cover never have I had so many incompetent people in one company no help all they want is your money do not buy insurance with this company you will regret it”

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Posted 7 years ago

Hi, Thank you very much for taking the time to get in touch and bringing this to our attention. We are sorry to hear that you are not happy with all aspects of the service that you have received. We are looking into this for you and will be in touch accordingly. Kind regards Nicola

Posted 7 years ago

“have been an autonet customer for over 5 years now on a commercial policy for my van ,policy is for carriage of own goods/comprehensive cover.had my van parked out side a customers house on the 5 of jan 2017 fully locked was away from my van for 5 mins somebody brook into my van and stole most of my tools lap top etc ,got in touch with autonet on the 6th because office was closed to new claims (underwriters)after 8-9 hours trying to get somebody to sort out my claim was passed between 2 sets of claim handlers then office was closed ,still no joy for hire vehicle took a further 3 days to get hire vehicle supposed to be free!!! had to pay £150 for collision damage waiver not so free after all !! will not cover my tools my fault for not reading full terms and conditions (idiot) will not cover own goods but cannot tell me what "own goods"covers finally gave me go ahead to repair my van on the 19th of jan 2017, hire van goes back after 14 day "free hire" repairs will take 7 days so can not get to and from work without me hiring a van !! autonet have not been the best at customer care, and seem to be not very interested in resolving your claim as quickly and as painfully(painless) as possible. cheap insurer but as you say you get what you pay for. "beware"dont make a claim”

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Posted 7 years ago

Hi Robert, 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 are sorry to hear about the experience you have had regarding your claim. I believe one of our advisers has been in touch since your review to provide an explanation of the "own goods" cover and that we are continuing to investigate this for you. Please accept our apologies as this is not the level of service that we usually expect to provide. Kind regards Nicola

Posted 7 years ago

“Don't waste your time with them.f*****g useless. Sent countless emails to them to try and get some answers for an issue with a policy and it seems I have been blocked as every email is bounced straight back to me then removed money from my bank without permission so have been reported to bank as theft.avoid.”

Helpful Report

Posted 7 years ago

Hi, Thank you very much for your comments. At Autonet, we take customer feedback seriously and our Complaints team are looking into this for you. Kind regards Nicola

Posted 7 years ago

“On hold for 38 mins to change vehicular on policy then to D there would be an extortionate cancellation fee can't get hold of anyone quickly”

Helpful Report

Posted 7 years ago

Hi, Thank you for taking the time to get in touch. We are sorry to hear that it took so long for you to get through to Autonet. We have been experiencing high volumes of calls lately and have plans in place to address this. If you still require assistance, please can you email reviewsites@autonetinsurance.co.uk with your details and we will be happy to look into this for you. Kind regards Nicola

Posted 7 years ago

“Avoid they will cancil.i.sutance if you make any modification to your vehical. Nobwhere in the Application do they say this then charge you ridiculus cancilation fee or take a whole years money Avoid Avoid Avoid”

Helpful Report

Posted 7 years ago

Hi, Thank you very much for your comments. 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 to look into what happened. 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 a short summary, we will be able to locate your file. Kind regards Nicola

Posted 7 years ago

“Worst company I have ever dealt with. Somebody had an accident (their name was not the same as ours) and looks as though they used our policy number. The accident occurred on 28th November 2016 yet it is now 5th January 2017 and we have been unable to get any information whatsoever. They have cancelled our no claims bonus and the price has gone up by other two thirds. I had to hold for 38 minutes until somebody answered despite their system telling me how great they are - perhaps they should employ a few more people!!! Jack??? would not help and promised a call within 10 minutes from a manager - needless to say we are still waiting. We will not use them again and would encourage others not to. Up till this point we were quite happy but when things go wrong even if it's not your fault they are no help whatsoever.”

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Posted 7 years ago

Hi Kim, 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 take your comments seriously. We are sorry to hear that you are not happy with all aspects of the service that you have received. Please be assured that our Complaints team are looking into this and will be in touch. Kind regards Nicola

Posted 7 years ago

“Rip off artists. Took out a policy, paid and two days later got a call querying claims history. Went through this and they offered an alternate price £2400 higher. Obviously I did not take. They also failed to cancel the policy I had paid for. I called in two days later and had to pay for two days for their mistake plus £50 cancellation. Over the years we have had several vans insyed via them. Never again”

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Posted 8 years ago

“I am giving a 1 because I could not give less.on the 28/12/16 I tried to get in touch for a change of vehicle,4 times of 40mins on hold,eventually spend 50mins on line to try to get the change through.There system would not allow my company to process the change,they could only suggest they cancel the policy and take me out a new one.Perhaps you will understand my anger when I find out that it would be the same company I was with!!I have heard how great your staff are and all the volunteer work they do,well it's just a shame they cannot do the work that pays them!I will never insure with autonet again and I am not prepared to just let this go as this company has cost me a lot of money.Just for the record the quote for the new policy they wanted to sell me was 490,I took it out with Hastings for 290 with a much less excess”

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Posted 8 years ago

Hi Brian, Thank you very much for taking the time to get in touch and bringing this to our attention. We place a great deal of importance on customer feedback and take your comments seriously. I have passed this information on to my colleagues in our Complaints team and someone will be in touch to discuss this with you. Kind regards Nicola

Posted 8 years ago

Hi Brian, Thank you very much for taking the time to get in touch and bringing this to our attention. We place a great deal of importance on customer feedback and take your comments seriously. I have passed this information on to my colleagues in our Complaints team and someone will be in touch to discuss this with you. Kind regards Nicola

Posted 8 years ago

“Spent 30 minutes listening to a recording of them bragging about the quality of their service. They never answered!”

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Posted 8 years ago

Hi Nick, Thank you for your comments. We are sorry to hear that you found it difficult to get in touch with Autonet. Please accept our apologies for this. We have been experiencing high call volumes lately and have plans in place to address this. Kind regards Nicola

Posted 8 years ago

“The worst company I have ever dealt with. They really don't care. They don't spend any time trying to contact customers or trying to deal with problems, only sales. I've had my policy cancelled twice now and they have cost me so much money.”

Helpful Report

Posted 8 years ago

Dear Mr Redgrove, Thank you very much for taking the time to bring this to our attention. We take your comments seriously and are sorry to hear you are unhappy with the service you have received. This has now been escalated with the relevant department to look into. Kind regards Nicola

Posted 8 years ago

“AVOID THIS AUTONET AT ALL COST THERE AGGRESSIVE TACTICS TO EXTORT MORE MONEY FROM YOU & THREATEN TO INSTRUCT A DEBT COLLECTING AGENCY IF YOU DONT PAY UP! I HAD VAN INSURANCE WITH THEESE CROOKS & 11MONTHS IN I RANG THEM TO SAY I HAD SOLD MY VAN & TO CANCEL THE POLICY WHICH THEY TOLD ME WOULD BE DONE & THERE WAS NO CHARGE, 4 WEEKS LATER THEY SENT ME A THREATNING TEXT DEMANDANDING A £55 PAYMENT FOR AN INSTALLMENT ON THE NEW POLICY FOR THE VAN ID SOLD & CANCELLED WITH THEM, WHEN I RANG THEM THEY WERE DOWNRIGHT RUDE & DEMANDED THE PAYMENT & I REQUESTED A COPY OF THE TRANSCRIPTS FROM THE CONVERSATION WHICH TOOK THEM 2 WEEKS TO GET BACK TO ME ON THEN DEMANDED A £10 FEE TO SEND A COPY TO ME! & THEY WANTED PROOF OF THE SALE OF THE VAN WICH I SENT 3 TIMES BECAUSE THEY SAID THEY NEVER GOT IT?!! FAMILIAR PATERN EMERGING HERE! ISSUES ARE STILL ONGOING & ITS COST ME 3HRS + OF MY TIME ON THE PHONE IN WHICH I FULLY INTEND TO BILL THEM FOR MY TIME WASTED NOT TO MENTION THE STRESS CAUSED. THEY WILL GIVE YOU A FANTASTICALLY CHEAP QOUTE TO REEL YOU IN & ONCE THEYVE GOT YOUR MONEY THEY WILL CONTACT YOU SAYING THEY HAVENT RECIEVED PROOF OF NO CLAIMS & THREATEN TO CANCEL YOUR POLICY THEN MAKE DEMANDS TO EXTRACT MORE CASH FROM YOU SO BE WARNED AUTONET WILL RIP YOU OFF & MAKE THREATS OF DEBT COLLECTING AGENCYS KNOCKING ON YOUR DOOR.AUTONET ARE PART OF A LARGER GROUP OF INSURANCE COMPANYS SO CHECK WHO THEY ARE & AVOID AVOID AVOID”

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 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

“Shocking company. I would advice everyone against taking out insurance with autonet! Huge phone bill for me trying to figure out if I'm insured because they are hugely incompetent!!!!! Very angry customer.”

Helpful Report

Posted 8 years ago

Hi James, Thank you very much 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. I will pass this to our Complaints team to look into. Kind regards Nicola

Posted 8 years ago

“I have sadly had to have several communications with Autonet's customer service team since recently taking out insurance and at every single stage, they seem to have gone out of their way to be unhelpful and obnoxious. One thing they seem to like to do is use their own 'in-house' language for things that as a customer, I would have no idea what they mean. When you ask them to explain in lay-terms, I've been met with bad attitude and a general unhelpfulness. Staff are obviously trained to speak from a script and to never deviate which results in them repeating the same phrase over and over despite me explaining that repetition won't help a customer understand their position more. In fact their unhelpfulness was so profound that after spending hours on the phone to them back and forth, I collapsed into a heap of tears from utter frustration at their belligerent attitude. They ask you to provide documentation for things I've never been asked to by an insurance company before (such as my passport to confirm that our vehicle will be stored at home overnight!!) I've no issue with providing ID but how the heck does a passport assure them that our vehicle is being stored at home? I can only assume Autonet pay their staff a dismal wage in order to make them as competitive as they are. We all know that if you pay peanuts, you get monkeys which sadly is exactly what the staff at Autonet are! If you can afford to go elsewhere, I heartily recommend you do. God help us if we ever need to claim!”

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Posted 8 years ago

Hi Janet, 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 satisfied with all aspects of the service that you have received from Autonet. We take customer feedback very seriously and will look into this for you. Kind regards Nicola

Posted 8 years ago

“avoid them. After changing the address, they charged us £35 "insurance arrangement fee" plus increased the insurance price by £300 a year, that resulted £741 a year! the value of our car is £750. Such a rip off! when trying to get to them over phone , always being told someone would get back to me that never happen. Took me 6 month to cancel the insurance and we still been charged £75 cancellation fee! stay away from them.”

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Posted 8 years ago

Hi Rita, Thank you very much for taking the time to get in touch and let us know about your experience with Autonet. When an insurance policy is purchased, it is a 12 month policy that is based on the information available at the time. If this information changes, (such as a change of address), there may be a change in the price of the policy. This new price is set by the Insurer rather than Autonet and will be based on the rating factors of the new post code area. As you moved to London, this area does attract a higher premium. If a policy is cancelled, charges do apply in order to cover the costs incurred to Autonet. These charges are explained prior to the policy being purchased. Kind regards Nicola

Posted 8 years ago

“rip off scam merchants !!, Like a previous post stated ,they are a broker for another insurance company and charge you stupid amounts for cancellation if you pay monthly , which I have never experienced before in any car insurance . Also very threatening letters sent by them within a week if you dont reply. Disgusting company and yet can rob you legally . If up to me i'd have them shut down and sued . Stay well clear”

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Posted 8 years ago

Hi Darren, Thank you very much for taking the time to get in touch. We take customer feedback very seriously and have looked into your comments. As you mention, Autonet are an insurance broker and we work with various insurers. If a policy is purchased, it is a twelve month policy that takes into account the costs to set up and administer the policy. If you pay monthly, the product that you have purchased still remains an annual agreement. If the policy is cancelled before the end of the 12 month term, charges do apply. These charges are made clear before the policy is purchased and are common within the market place. Kind regards Nicola

Posted 8 years ago

“The company held on to my credit card details without my knowledge or concent, then illegally took money from my credit card with permission, credit card company has been informed and is treating it as a fraudulent transaction”

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Posted 8 years ago

“TRY TO AVOID THEM AS MUCH AS YOU CAN WHEN YOU ARE LOOKING FOR A QUOTE YOU HAVE THE BEST SERVICE BUT WHEN YOU BECOME A CUSTOMER DO NOT EXPECT ANY HELP FROM THEM. YOU WILL SPEND HOURS ON TRYING TO GET SOMEONE FROM THEIR CUSTOMER SERVICE TEAM ANSWER YOU CALL. LIFE CHAT IS SAME WASTE OF TIME. AUTONET ARE BROKERS AND IN CASE WHEN YOU HAVE TO MAKE ANY CHANGES TO YOUR POLICY YOU WILL BE RIPPED OFF TWICE, INSURER WILL CHARGE YOU AND AUTONET WILL CHARGE YOU AS WELL. AND IT WORTH TO MENTION THAT IF YOU ARE PAYING FOR YOUR INSURANCE MONTHLY THEIR APR IS !!!!!!!!!!!57%!!!!!!!!! AVID THEM AS THE ONLY THING THAT THEY DO WELL IS SELLING, AFTER SALE IS DONE YOU LEFT ON YOUR OWN.”

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. We are sorry to hear that you are not happy with all aspects of the service that you have received. Please accept our apologies for the delay in the time taken to get through to us. we have been experiencing high volumes of customer contact lately and have plans in place to address this for the future. We work with Close Brothers Premium Finance to provide finance options. There is an annual APR applicable, the cost of which is made clear before the policy is purchased. Kind regards Nicola

Posted 8 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