“i have been on the phone for 1hr30mins and had to close the phone as it was taking so long. i have sent 5 emails to the 'quick response team' no replies yet. very bad service!”
“Spent last 3 days trying too add new car insurance policy. Been sent same link twice after telling them it doesnt work. Call now cuts after over an hour in queue”
“Worst insurance company I have ever dealt with on over 25 years appLong customer service no one ever answers the phone waste of time emailing as they never reply with an actual answer to your question”
“Hi Everyone,
Please don't tempted to take their policy however low premiums maybe, they should NOT be allowed on any comparison website, by being on comparison website, this lures customer into low premiums, or have licence to operate as insurance providers.
I have taken their policy, and paid in full. My policy was not available online, I was unable to upload any documents, such as NCB, V5 documentation etc... There is no customer services helpline, and I'm unable to contact them, you have to patiently work out by calling different departments to actually speak to someone that could help. I've sent several emails with unsatisfactory reply, and their response was very unprofessional.
Usually I verify my policy documents, or would expect adviser to call me go through my policy before policy starts. But, I always check my documents just make sure my details are correct. They have not given any policy, and nothing was available to view on my online account.
1. No policy document provided.
2. They will only protect 9 years of NCB, of which I have 13 years. And they will reduce to 9 once my policy expires.
3. No dedicated customer service line.
My refund could take up to 21 days, its obvious I have to be in touch with Financial Ombudsman so they take my case, I have a feeling that I will be chasing my money, in my opinion they should be allowed to trade. They need to inspected by FSA, and investigate all complaints. They have put me through unnecessary stress, and sleepless nights.”
“They are totally useless.. Had an email to say they are cancelling my insurance tried for 5 consecutive days to call them and had no answer after being on hold for hours on end, occasionally they would pick up the phone and hang up straight away. Sent 10 emails to several of their "email address options" nothing!!! Ironically i called the claim line which somebody answered straight away and was no help as they only deal with claims.. This is absolutely terrible!! Stay well clear i would advise”
“DO NOT USE THIS COMPANY!!!...This one man (woman) band of a company has the worst unusable website in the world and everything you do has to be done on line. Don't even bother with customer services, you will wait hours to get through to a rude ignorant woman who hangs up on you before you can even state your complaint. So you email and either get a two word reply or no reply at all. I paid my policy online and was instantly debited from my bank, however I quickly cancelled the policy due to it not meeting my needs and was told the refund would take 21 days!! 21 days have passed and still no refund or reply to my emails. I am several hundred pounds out of pocket and I have no option now other than to take them to court. STAY AWAY FROM THESE CROOKS.”
“This has got to be the worst customer services I have ever experienced. The lady was rude and hung up on me a few different times. I asked to speak to someone else when I got through to her again and she said there was nobody else. She speaks over you and does not let you get your point across and then hangs up! I tried asking a question and she spoke to me like I was thick. I was trying to amend my policy and she gave me the incorrect information but when I advised the DVLA said what she advised was incorrect she hung up again! I am still not able to drive my car as the policy is incorrect but I cannot do anything as she keeps hanging up. Do not use this company and pay slightly more for a better service. AVOID!!!”
“This is without a doubt the worst company customer service i have ever had to deal with.It is next to impossible to reach by the phone number they provide,i only got to speak with someone after going through a different company and having to wait for 50 minutes on the phone.when i did get to speak to someone she was the most ignorent woman i have ever had the displeasure of talking to.After explaining to her what the problem was and what she was telling me to do to solve it did not work because i had already tried to do what she was telling me to do before i even picked up the phone.she said it would be passed on to the I-T department who would contact me ( they did,nt ) and if the problem was not solved to give them a ring back (.HA really ) Look if you are in the market for car insurance even if you had to pay a bit more for it, its worth every penny not to have to deal with or speak to this companies staff. STEER WELL CLEAR.”
“Worse customer service EVEEEEEEEEER!!!! If you have money to throw around then go with them otherwise avoid!!!!!!my husband passed away 4 months ago and after holding on line for almost an hour for 3 days I got through to a very rude woman who said they will charge £65 as cancellation fee!!!! No sympathy at all whatsoever and then she goes ahead and hangs up!!!! Do not insure with this company as you will regret it!!!!”
“Can't get hold of on phone, hang on for ages then get cut off.
Can't access documents online, the policy documents are just not there when you log in.
Only send renewals out a couple of days before due and only by email
Keep you card payments to automatically renew even when expressly told not to do this. 2 days notice and £900 out of my account, which I didn't even authorise.”
“I can never get hold of them I have got a new car and I won't to change my car insurance to my new car but can't do it as I can't get hold of them would never ever go with them again”
