“Good service except that it took three phone calls before the correct documentation was sent to confirm that the policy had been renewed in February 2016, by a credit card payment over the phone, to cover the following twelve months. This was frustrating as I renew the policy on behalf of my elderly father, who understandably wishes to see the documentation confirming that he has the cover he requires.
I understand that the problem was due to Castle Cover migrating to a new computer system. However, full and comprehensive acceptance testing should have been carried out prior to implementation.”
“Staff have no attitude towards helping , are rude and have no customer interest. Staff do nothing to help and have an attitude of take your business elsewhere if you don't like what I say. Bad customer service”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“Had to try too many times to pay by phone. Tried on line but kept coming up against errors. Eventually paid by cheque, would have been helpful to have a payment slip with original paperwork.”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“I am still disgusted that an organisation like Castle admits it failed to send me an insurance renewal notification, effectively leaving me uninsured! This was blamed on "a computer error" - this doesn't stand as an excuse in 2016 - maybe 20 years ago!
I did renew this year for convenience - but my confidence in your company has been severely shaken - if there is a repeat of this type in the future I will cease my dealings with your organisation.”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“I always get excellent,helpful friendly service when I contact the Castle covers office, when renewing my policy.I like the personal touch. Many thanks.”
“Castle Cover have sent me a letter today to tell me my Motor Insurance will be renewed in three weeks with an increased premium, no telephone call or discussion. I will be looking for alternative quotes before I allow them to implement this high handed action.”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“easy to contact and talk to--able to discuss areas of cover---have been client for number of years---- so far I have never have to make a claim--- if so I trust there will be no diffulties.”
“I have found my dealings with your company have been handled very well. I would like to make a small suggestion to you. How about a printed card with all the telephone numbers for the various departments, that one could be having to search through paper work for. It is the last thing you need when you have an emergency.
It would be so simple just to look on the fridge door and find the numbers instantly available.
Trust you will give it some thought, and put me top of the list if you do.
Thanks.”
