Name: Flux Direct
Rating: 2.69

“Cancellation fees are ridiculous even in the cooling off period.”

Posted 8 years ago

Hi, Thanks for your comments. Your feedback is appreciated. I am sorry that you are unhappy with our level of service. I will ensure that a member of our customer service department contact you to discuss your issues and assist you. Kind regards Simon

Posted 8 years ago

“Was passed around from department to department and all I had intended to do was change my car. After being quoted £1000 I had phoned up to buy that policy however, their systems were down for a weekend so no car. I eventually got through the following week and they told me they could not honour the policy as it was a fault with GoCompare (I said that I brought the car in 2016 and it reached their system as 2014 for some reason) and said that I would have to cancel my existing policy (losing 7 months no claims and £100s) and to take out a new one that would now have to be £1900. After much thought I phoned back and asked about that policy which in 10 minutes time increased to £2300. Needless to say the staff who repeatedly said 'That's not my department' were little to no help at all. Long story short, I am now with 'esure' who were much cheaper with an excellent service. Avoid these messers at all cost, even if it looks like a good deal, it's not worth the headache.”

Helpful Report

Posted 8 years ago

Hi, Thanks for your comments. I am sorry that you are unsatisfied with our service levels. I will ensure that your file is investigated and a member of our customer service department contact you as soon as possible to discuss your issues further and assist you. Kind regards Simon

Posted 8 years ago

“I have only given flux direct 1 star because 0 star isnt available. They are the worst insurance company. The only company i have had problems with in all the years iv been driving. My car broke down twice and was told both times i didnt have breakdown cover which i did as i was looking at the documents at the time. So both times it took over 3 hours of argueing to try and get a recovery truck. The second time i had to buy a new car and they wouldnt transfer my insurance to the new car. The only option they gave me was to re-insure with them for double the price of competitor companies. Then they wouldnt send me my full no claims bonus to insure elsewhere. This company has caused me nothing but stress in a already stressful time when my car has broken down. They are the worst insurance company and i strongly advise anyone thinking of insuring with them to do so elsewhere even if it costs a little extra. You wont receive any customer service from this company and will be caused nothing but stress and more money”

Helpful Report

Posted 8 years ago

Thanks for your feedback. We have investigated your file and can confirm that you do have breakdown cover but have established that the telephone number you called wasn't that of our company or the breakdown cover. As such the person you spoke to wasn't able to trace your details. With regards to your change of vehicle unfortunately the insurance company you are with are not able to provide cover on your new vehicle. We have therefore looked at other options and confirmed we are able to offer insurance with an alternative insurer but understand that this isn't as competitive as you have found elsewhere. We are sorry that this is the case. As your policy doesn't expire until 2nd June we have given you the option of having your no claims now or alternatively waiting until 2nd June and gaining a further year of no claims entitlement. We have explained that it isn't possible for us to provide proof of the additional year that you have requested until 2nd June but will send it to you as soon as this date is reached. Kind regards Simon

Posted 8 years ago

“Very good thanks”

Helpful Report

(Car Insurance) - Posted 8 years ago

“DO NOT PURCHASE FROM THEM! may come across as the cheapest on comparison websites but there is a reason to that. Ask for so much personal documents as well as stupid stuff like proof of how many miles i do a year. Had to cancel my policy after only being insured for 4 days because of change of circumstances, i got left on hold for so long and passed around different staff members, wanted me to pay £85 on top of the £56 deposit for cancelling, speak to you so rudely too. Would not advise to purchase through them!”

Helpful Report

Posted 8 years ago

Hi, Thanks for your comments. Your feedback is appreciated. I am sorry that you are unhappy with our level of service. I will ensure that a member of our customer service department contact you to discuss your issues and assist you. Kind regards Simon

Posted 8 years ago

“This company is a disgrace.DO NOT buy from them.I have sent all documents they requested twice now as they claimed they hadn't received some of them.They have now cancelled my policy after 5 months due to their admin error!!! I have never experienced anything like this with other insurance companies.The continued harassment,distress and inconvenience means I will now be pursuing a Claim for breach of Contract against them as I can prove documents were sent.”

Helpful Report

Posted 8 years ago

Hi, Thanks for your comments. Your feedback is appreciated. I am sorry that you have experienced the issues that you have detailed. I will ensure that your file is investigated and a member of our customer service department contact you to discuss your issues further and assist you. Kind regards Simon

Posted 8 years ago

“Absolute joke of a company!! Got a quote on gocompare I entered all my details correctly never heard from flux direct once I had paid my deposit. I emailed the customer service and got a call the next day to run through the details. The woman said on the phone they had 2015 as the date I purchased my car yet I entered 2016. I was told she would try to ammend the policy then 15 minutes later was told she couldn't ammend it and I would have to cancel the policy and she would request my deposit to transfer over to a new policy. I was then passed to a cancellation department who kept me on the phone another 30 minutes to cancel it I was then passed to someone to set up new policy. This person then told me I couldn't use my deposit on a new policy and would have to pay another deposit. I asked for a manager she came on the phone after another 30 minutes telling me my previous deposit was used by the underwritters for online checks even though no checks had yet taken place. So now I'm left £86 out of pocket with no insurance and no use of my vehicle. Disgusting and dishonest company you would think they would look at there reviews and realise the error in there ways.”

Helpful Report

Posted 8 years ago

Hi, Thanks for your comments. Your feedback is appreciated. I am sorry that you have experienced an unsatisfactory level of service. I will ensure that your file is reviewed and a member of our customer service department contact you to discuss your issues further and assist you. Kind regards Simon

Posted 8 years ago

“I am a 19 year old student taking lessons and driving in a car that I recently bought, I was given a quote of around £620 for learner insurance, which was fair enough. I was told, once I had passed this, my policy would increase 'slightly'. Once I passed, I informed them straight away, and was given a quote of around £3,400. This isn't a slight increase but a 500%+ increase, which obviously I could not afford being a student. Considering the dramatic price increase, I resorted to cancelling my policy with AdriansFlux, to which I was surprised they had the audacity to say that I would have to pay a £260 cancellation fee which we were not forewarned about. I spent half the day trying to speak with Clara, but I was unable to resolve this matter so I am going to take this matter to consumer court. I am writing this review to ensure no one else makes the same mistake as I did, especially new drivers.”

Helpful Report

Posted 8 years ago

Hi Mr Siva, Thanks for your comments. Your feedback is appreciated. I am sorry that you are unhappy with our service and that we weren't able to provide you with a competitive quote after you had passed your test. I will ensure that your file is investigated and a member of our customer service department contact you to discuss your issues further and assist you. Kind regards Simon

Posted 8 years ago

“i bought insurance policy with flux direct oct 2015. i bought car in may 2016 and i contacted them to change car on my policy, they said we cannot put car on policy due to the age of the car. There is nothing mentioned in there terms & conditions about age the car. i spike to them over phone since i bought car and they dont listen. Now sent them email since 3 days and got no reply. Flux direct is a broker and insurance company is Wilsingham. rather then flux direct help you with ur matter. All they say WE CANNOT DO NOTHING, its wilsingham not giving quote for your new car. i paid to flux direc n i got flux direct terms & conditions which are clear. They make u fool n tells u different stories to get rid of you so you dont call them back.”

Helpful Report

Posted 8 years ago

Hi Mr Khan, I am very sorry to hear that you are not happy with our service. Unfortunately the insurance company that you are currently with will not cover your new vehicle and we cannot alter this decision. However we can offer you cover with another insurer and will be happy to deal with this amendment for you. Kind regards Simon

Posted 8 years ago

“Check the cancellation policy. We paid a year upfront and due to our daughter passing her test were told we had to cancel the policy 6 months in. We have got £20 back, daylight robbery . Now writing to the financial conduct authority. Customer service is shocking too !!!! Stay clear!!!!”

Helpful Report

Posted 8 years ago

Hi Mr and Mrs Jackson, Thanks for your comments. Your feedback is appreciated. I am sorry that you are unhappy with the level of service you have received and would like to be able to investigate your comments and try and assist. Unfortunately I am unable to trace a policy for you from the information supplied. Can you therefore please email me at reviews@adrianflux.co.uk and provide your details. Kind regards Simon

Posted 8 years ago

“Terrible service. Extortionate cancellation charges do not be fooled!!!!! Stung me for later costs once accepted for a reasonable rate online!”

Helpful Report

Posted 8 years ago

Hi Jord, Thanks for your comments. I am sorry that you are unhappy with the level of service you have received. I would like to be able to investigate your comments and try and assist but unfortunately I am unable to trace a policy for you from the information supplied. Can you therefore please email me at reviews@adrianflux.co.uk and provide your details. Kind regards Simon

Posted 8 years ago

“I've had car insurance for years with many different companies. With Flux the initial quote will be cheaper than the competition - but this is like bait, and you're in a world of pain once you buy it. I took out a policy, and within one week I had a phone call from them at 1am in the morning, texts from them at equally strange times, and then had to fill in a ton of forms to prove every part of the policy I had taken out. They even wanted proof of how I get to work - I cycle? Signatures on limited mileage, photocopies of my driving license, utility bills, driving license checking codes, proof of address, proof of no claims (understandable).. the list goes on. I'm really busy, i don't have time to do all this, and they threaten you that you must do this in 14 days or they may cancel the policy (non-refundable) i'm about to go on holiday! I phoned up for advice, and was greeted by completely unhelpful customer services, and decided on the spot to cancel. I had had enough, 1 week of this company and I wanted to be with another company i've been with before! However, by cancelling they take a charge of £110 - at this stage I was still in my "Cooling Off Period" but they still take this charge. My overall policy was £380, so for one week of car insurance I pay £110 which is some sort of administration fee. £110 for automated admin!? So life is too short, I really don't want to be a customer of this company so I agree to paying my way out - this is the extend to how much they annoyed me, I have never done this before. However, having waited an age on the phone, I can't cancel verbally, now I must put in writing that I want to cancel. Okay more paperwork. Sent off, done. . . Or so I thought. The next day, there's no correspondence or automated email to say its been cancelled. So I call up again. Equally unhelpful staff member, says the policy isn't cancelled - they never received my email. She goes through all the emails they received (my phone is clocking up more money to Flux) eventually she confirms they didn't get my email. I email again whilst she is on the phone, but she said its takes 2 hours to process emails. So there's nothing she can do. Okeeeeeeee. The next day, still nothing from Flux... I phone again. The policy still isn't cancelled so i'm pleading to them to just cancel it and take my money! Finally a manager clears my policy to be cancelled. Flux will take the £110 for one week, and will pay me back the remaining money in 6 weeks. six weeks! SIX WEEKS!!! To put that in perspective, Tesco auto-renewed my last policy and I cancelled and got the money back the next day. I wish I just let that auto renew go through. Flux are a total joke, and induce so much stress and cost more money in the long run. I'm so happy I don't have to deal with them EVER again.”

Helpful Report

Posted 8 years ago

Hi Justin, Thanks for your comments. Your feedback is appreciated. I am sorry to hear about the issues that you have explained in detail. Your file was passed to our customer service department and I can see that you have already been called. I am glad that we have been able to resolve the problems and am confident we will provide you with first class service in the future. Kind regards Simon

Posted 8 years ago

“You get what you pay for I guess!”

Helpful Report

(Van Insurance) - Posted 8 years ago

Hi Mahmud, Thanks for your comments. We appreciate your feedback. If you have an issue that you would like us to assist with then we will be more than happy to help however we are unable to trace your policy from the information supplied. Please therefore email me at reviews@adrianflux.co.uk and provide your details and I will ensure we contact you as soon as possible. Kind regards Simon

Posted 8 years ago

Sorry to hear this, if you could send us some details we'd be happy to look into this for you.

Posted 8 years ago

“Took out insurance for my daughter whilst on provisional whilst she was learning to drive. I was recommended them by a family member. Whilst this initial insurance was fairly good value, and having discussed the type of premiums to expect once she had passed her test the goal posts suddenly moved when i rang to upgrade the insurance. I was hit with a cancellation fee on the initial insurance and then the quote they offered was over 40% above the 'discussed premiums' beforehand - over £2000, whilst other applicable companies were offering significantly less. Felt very cheated and that Adrian Flux Insurance had me by the short and curlys!!!!... LOOK AROUND BEFORE USING THESE PEOPLE - now have to pay further cancellation fees but thankfully found far better value. If you need insurance whilst on a provisional licence I suggest you look elsewhere as any 'potential premiums' once a qualified driver will be null and void and you will find yourself having to cancel a policy, pay a charge and be subjected to a large increases - and the customer service team seem to 'lose your call' when you state a lack of interest - YOU HAVE BEEN WARNED”

Helpful Report

Posted 8 years ago

Hi Elliot, Thanks for your comments. Your feedback is appreciated. I am very sorry to hear that you are not happy with the level of service and have decided to cancel your policy. I have reviewed your file and unfortunately we are unable to provide you with a competitive quotation for your daughter now that she has a full licence. Our customer service department have tried to call you on several occasions to discuss this further but to date have been unsuccessful and have therefore written to you instead. If there is anything further that we can do for you or you would like to discuss this matter further then please email me at reviews@adrianflux.co.uk. Kind regards Simon

Posted 8 years ago

“Was asked if I had driven a rear wheel drive car before when I said no not yet , they come back with I have to cancel my current policy and start a new one which is going to cost mmore this company are not on your side! They make everything difficult and I am not happy I am 99% sure I will never use flux! And I will definatly tell anyone who is considering it what trouble I've had!!”

Helpful Report

Posted 8 years ago

Hi Callum, Thanks for your comments. Your feedback is appreciated. I am sorry that you are not happy with our service and have reviewed your file. I can see that you have recently contacted us regarding a change of vehicle quotation from a front wheel drive vehicle to a rear wheel drive vehicle. The insurer who you are currently insured with requires previous experience of rear wheel drive vehicles and consequently we have had to look at alternatives. I have arranged for a member of our customer service team to call you as soon as possible to discuss this further and try and assist. Kind regards Simon

Posted 8 years ago

“I took a policy out wit this company and after payment Adrian Flux then changed the goal posts requesting additional documentation than agreed on the insurance acceptance date. The additional documentation was sent but allegedly not received and so the policy was cancelled creating yet more charges to myself (cancellation fees) I have tried to contact Adrian Flux to discuss this by email and phone to no avail. The only correspondence received is yet more charges from a debt collection agency. Its costing a fortune to not have my vehicle insured, what a sham. DO NOT DO BUSINESS WITH THIS COMPANY”

Helpful Report

Posted 8 years ago

Hi Jon, Thanks for your comments. We appreciate your feedback. I am sorry that you are not happy with our service and that your policy was cancelled as this is something that we always try to avoid I have reviewed your file and can see that the copy of your driving licence that you submitted was unreadable and that you had recently sent your original licence to DVLA to be updated to change the address. As a consequence we requested a further updated copy of your driving licence and documentation to verify your change of address. I can also see that one of our operators has spoken to you since this review was posted and assisted you with your issues. Kind regards Simon

Posted 8 years ago

“After 4 years as a customer with them I have been given a quote which is double what is available to me on a comparison website. Customer services made no attempt to retain my custom and all responses given to me where robotic and indifferent. They have charged me £27 to exit the arrangement despite being within a 14 day cooling off period.....I would advise looking elsewhere for insurance!”

Helpful Report

Posted 8 years ago

Hi Tracy, Thanks for your comments. We appreciate you feedback and are sorry that you are not happy with our service. Our notes indicate that you thought your renewal date was the 29th but it was actually the 20th. When you then contacted us on the 29th we cancelled your policy as you requested but had no option but to calculate a charge for the time on risk that you had. Despite the fact that you have cancelled your policy with us I hope you will still consider us in the future. Kind regards Simon

Posted 8 years ago

“Shocking service. Took out a policy last week to start 10 April. Today I get an email telling me to phone straight away and within 2 working days otherwise policy would be cancelled. The lady on the phone who picked up had a serious attitude problem, I was subjected to a Spanish Inquisition, asked me why they had an old address on record! errr because I had moved! They had an old job I used to do and wanted to know why I had said I was retired errrrrrrrrr because I am retired now. They used information I never provided and all the information I did provide was TRUE. Why they had a outdated information is anyone's guess. After waiting for another 10 minutes I was told all was OK with the information I had provided, which was what information I provided in the first place and to send then 1. Copy of driving licence, 2. Copy of no claims and 3. Colour photo of my car in the garage. I have no issues with 1 and 2, but a colour photo of the car in the garage, come on! I then said due to the attitude I no longer wished to deal with them, I was then told no problems it will cost me £60 to cancel a policy that doesn't start for two weeks. In over 38 years of taking out Insurance I have never ever been dealt with in such a brash and totally unfriendly manner. I have paid the £60 because if they are going to deal with me this way as a new customer then god help me should I need to make a claim. Be warned folks, stay away from this company that entraps with low quotes. Flux if you are reading this: I am a CUSTOMER NOT a possible criminal.”

Helpful Report

Posted 8 years ago

Hi Tony, Thanks for your comments. Your feedback is appreciated. I am sorry to hear that you have experienced issues and are unhappy with our service. I have been able to locate your file and will ensure it is thoroughly investigated. I will also ensure a member of our customer service team contact you as soon as possible to discuss your issues furthers and assist you. Kind regards Simon

Posted 8 years ago

“Appalling customer service, 6 phone calls taking over an hour and still no service, I can't even speak with anyone to cancel my policy. Chris Bainbridge.”

Helpful Report

Posted 8 years ago

Hi Chris, Thanks for your comments. Your feedback is appreciated. I am very sorry to hear that you are not happy with our service and have experienced problems. I can see from your file that you did speak to one of our operators yesterday and advised that the matter has now been dealt with but if you do have any further queries then please email me at reviews@adrianflux.co.uk and I will ensure that you are contacted as soon as possible. Kind regards Simon

Posted 8 years ago

“I have taken out and paid in full for a policy, they now want me to jump through all sorts of hoops, sign mileage disclaimer, delay licence checker codes, two different versions of how my no claims from my everyday car would be used! maybe money supermarket should be informed of reviews added to their site, his do I get my money back, my insurance isn't even due to start for another 2 Weeks”

Helpful Report

Posted 8 years ago

Hi Susan, Thanks for your comments. We appreciate your feedback. I am sorry that you are not happy with our service and it is disappointing that you have chosen to cancel this policy before the inception date. We do ask for various documentation in order that we can verify the policy information. This allows us to protect the insurance schemes that we have access to and in turn allows us to offer the most competitive prices we can for our customers. Kind regards Simon

Posted 8 years ago

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

Flux Direct Reviews