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Lancaster Insurance Reviews

1.9 Rating 224 Reviews
22 %
of reviewers recommend Lancaster Insurance
Company Reviews Questions Metrics
1.9
Based on 224 reviews
Customer Service
Communication Channels
Telephone, Email
Queries Resolved In
Over A Week
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Anonymous
Anonymous  // 01/01/2019
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My Anonymous
Unverified Reviewer
“Cancelled policy after barely 6hrs after I received the policy scheduled as I wasn't pleased with the wordings as I feel the policy wouldn't suit my need. Rang the customer service centre and spoke to an agent and also a team manager who resolved the issue. Both were really helpful. Wordings could have been clearer to enable people to make an informed decision on whether or not to take out policy. The cancellation fee was high but managed to come to an agreement for a much lower fee. I think its all down to approach we all take to get things resolved but ultimately pleased with the outcome.”
Helpful Report
Posted 8 years ago
Nothappydamo
Unverified Reviewer
“Do not insure with this company . It had a mileage restriction on it that I was not made aware of. I payed in full before my other insurance ran out. I phoned and was told they only wanted my no claims bonus I ask is that all that needed yes was the reply. if I had known I would not of insured with these cowboys. plus I have 20 years no claim bonus but my previous insurer only will put 10 years on it. now they want more money even when I have 20 years. and to cancel will cost a fortune. well and truly stitched up.”
Helpful Report
Posted 8 years ago
Anonymous
Unverified Reviewer
“Extortionate cancellation fee. Amounted to insurers time on risk plus Lancaster's 120% fee on top!”
Helpful Report
Posted 8 years ago
Ex Broker
Unverified Reviewer
“Dreadful service and ridiculous charges. Totally incompetent staff. To those who have cancelled and received no return premium, contact the actual insurers [Lancaster are only the brokers] and ask how much the refund due is. Then press Lancaster for settlement as they will have been credited with the return premium by the insurers. If they don't repay you, I would regard that as theft. Report to the Insurance Ombudsman AND ESPECIALLY to the Financial Conduct Authority who regulate Lancaster quoting their authorisation number which is on their site.”
Helpful Report
Posted 8 years ago
Landy Andy
Unverified Reviewer
“I have to echo the review posted by the Plough Inn. Lancaster Insurance have without doubt the most abysmal, incompetent administration I have ever come across in an insurance company. I had a difficult time finalising my bog-standard Land Rover policy with them last year because they kept saying they hadn't received my no claims evidence. We eventually got that sorted after numerous emails and telephone conversations....then came renewal time. They doubled my premium and reduced my no claims from 9 years (maximum) to 2 years because they said they had never received my original no claims evidence - even though I have emails from them to the contrary!!! The useless call centre operator then insisted it was my responsibility to go back to my previous insurer to resubmit the evidence to Lancaster Insurance - unbelievable!! I will never use this organisation again and would warn anyone considering them to first contemplate the incompetent administration and woeful customer service that they will be entering into. (PS - I didn't want to leave an anonymous review, but the name box isn't activating even when I type in it - Landy Andy)”
Helpful Report
Posted 8 years ago
Stephen
Verified Buyer
“Very good service would recommend to anyone. Excellent price, exceeding good service.”
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(Car Insurance) - Posted 9 years ago
Gaz
Verified Reviewer
“After six months of having car insurance sold car and when i cancelled policy was told i would have to pay a £50 cancellation fee and i would receive the bill in next 7 days , 10 days after i cancelled i received a letter saying that despite previous attempts they had made to collect i had not paid the money and if i did not pay immediately they would submit the account to a debt collection agency at an extra cost of £37 . I will never insure with them again.”
Helpful Report
Posted 9 years ago
Anonymous
Verified Buyer
“Brilliant insurance provider, would recommend to anyone.”
Helpful Report
(Car Insurance) - Posted 9 years ago
Charles
Verified Buyer
“I found that every one I spoke to at Lancaster insurance were curious and I would really like to recommend Lancaster insurance to family and friends.”
Helpful Report
(Car Insurance) - Posted 9 years ago
Enver
Verified Buyer
“Insurance purchased for MX5 on the understanding that it would be for a period of six month. I was led to believe that there would be no cancellation/ administration fee. I was charged £50 even though I had promised to renew the policy with them. Very disappointed with the shoddy treatment. I will not be using them again. Their loss.!!!!!!!!”
Helpful Report
(Car Insurance) - Posted 9 years ago
David
Verified Buyer
“easy pleasant transaction , excellent communication”
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(Car Insurance) - Posted 9 years ago
Anonymous
Verified Buyer
“Very good”
Helpful Report
(Car Insurance) - Posted 9 years ago
Andrew Davies
Verified Reviewer
“Absolutely pathetic I insured a motorhome, when the renewal came round I decided to sell, the new buyer brought the motorhome and insured through Lancaster Insurance. I called to make it clear that I would not need to renew but they did anyway even with a second policy with them, now they are threatening to debt collectors EVEN when the Ombudsman has said we should not pay. You can get the sales number but customer services NEVER answer or call back when they promise. The result is I would like to pay the amount and then get it recovered, but they won't answer the phone and I will probably get a negative mark on my credit history. ***DO NOT USE THEY ARE THIEVES AND LIARS***”
Helpful Report
Posted 9 years ago
Austin
Verified Buyer
“I had this claim open for 6 weeks then I cancelled it because I didn't own the car anymore , I was supposed to get a refund of 75% of the money payd at the start , I still to this day have not received my money . Not happy”
Helpful Report
(Car Insurance) - Posted 9 years ago
The Plough Inn
Verified Reviewer
“We have been with Lancaster for around 3 weeks and can only endorse everything other reviewers have stated with regard appalling overall service. Absolutely abysmal service and it would be an improvement if the staff had one brain cell put together. My wife is again at this moment on to Lancaster trying to sort out yet another problem regarding our full no claims, they are now saying they did not receive the confirmation papers etc etc despite our having a name from another person who actually confirmed that she had received it days ago! Quite frankly hearing my wife's conversation I do not think they even know what a no claims entitlement is or even their own address. My wife has had to repeat on numerous occasions what actual address they have their end and where the papers were sent..what an absolute shower. 4X4 SPECIALISTS...WHAT AN ABSOLUTE JOKE, BACK THROUGH OUR BROKER NEXT TIME AND SOD GO COMPARE! AVOID THESE PEOPLE UNLESS YOU HAVE EXCEPTIONAL PATIENCE AND VERY GOOD NERVES..GEMMA WOULD CERTAINLY PUT YOU IN AN EARLY GRAVE!!”
Helpful Report
Posted 9 years ago
Philip Hull
Verified Reviewer
“Subsequent to my last review, I received an email from Lancaster advising me that they required copies of my driving license. I called them on Saturday morning twice to obtain clarification and could not get through. Finally I got through on Saturday afternoon and was told that they do not require copies of my driving license after all. This was done orally over the phone so I have no proof of what I've been told. An email arrived from them this morning addressed to 'Dear Sirs' and states:- 'it appears you have spoken to one of our agents who managed to resolve your query. Should you require any further assistance please do not hesitate to contact us'. You would have thought that they would have taken the trouble to state in writing that they do not actually require copies of my driving license. So, of course, I'm wondering whether I might receive another re-instating their need for the copy license. I will keep you all posted. Once again I say keep well clear of this company.”
Helpful Report
Posted 9 years ago
Steve Harvey
Verified Reviewer
“DO NOT USE this company unless you have read all the documentation in detail- particularly around any cancellation charges. I have cancelled after just over a month and have lost the whole of my annual premium as they have deducted a whole list of 'charges' . Impossible to get any answer on their phone line . Will now take up matter with Insurance Ombudsman and newspapers.”
Helpful Report
Posted 9 years ago
Steve. Warwick
Unverified Reviewer
“They don't think about your insurance needs , all about the money , when I tried to get policy cancelled due to , wrong information given , I couldn't t get refund due to taken a month to get through to customer service , high demand calls then cuts you off !!! . Emailed service , will respond with 48 hours , no chance ,couldn't respond but they still send out policy emails !!! . Got less than half my money back , disgusting service , won't take responsibility for lack service”
Helpful Report
Posted 9 years ago
Philip Hull
Unverified Reviewer
“I had to call this company three times today, each time waiting 20 minutes listening to a recorded message telling me how important my call was to them. I dialled another number within the company which was picked up; the operator said that they would get customer services to call me back. They did not call me back of course. The cost of insuring my classic car is £120 or so, of which £70 was the 'arrangement fee'. I use Lancaster because they are the 'preferred insurer' of the MG Owners Club. The cancellation cost of my policy is 'up to £50', so I'm locked in for this year. It's clear from talking with the 'Customer Care' staff that they have no interest in the customers, the staff are probably poorly paid and not happy about the situation themselves. I will never use this company again and would advise any reader of this review to keep well clear of them. I'm going to write to Roche Bentley (the Head Of MG Owners Club) and suggest he drops them as 'Preferred Insurer' - they do no credit to the club at all.”
Helpful Report
Posted 9 years ago
Carl Johnson
Unverified Reviewer
“Sat here for the last 20 mins on hold trying to get my proof of ncd ..that speeks for itself...????”
Helpful Report
Posted 9 years ago
Lancaster Insurance is rated 1.9 based on 224 reviews
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