“Unfortunately we had to make a claim, the claim has been poorly handled with no contact or follow up from the PS or the insurer. We have been without a bathroom since 02/05/16
This customer service is awful and out of hours support during the incident was appalling.”
“I had the fortune of only having to be with the policy shop for 15 days, but in that time I developed the conclusion that I will never take out another policy with them.
To summarise the following points; Their customer service is nothing short of abhorrent, completely irrational admin fees, and a complete lack of clarity when it came to cancelling my policy.
I will admit that the problems I had originated from my own mistake; When it came to insurance renewal, I have held my license for Xyears, 11 months and 24days. With other insurers such as Endsleigh and Direct LIne, there has been no issue in counting that as X+1 years of driving experience, so I wrongly put that down on the price comparison sight.
The policy they offered me was around £40 cheaper than their competitors, so I took my insurance out with them. When my mistake was pointed out to me, I was told I owed an additional £112 or my policy would be cancelled. I attempted to phone the policy shop to clear up why the increase was so much, which is when i first encountered their call centres. The person sounded beyond fed up with working there, and sighed audibly when i queried the cost increase and told me 'Look, it was your mistake, someone has put the data into the machine and this is the new price, nothing I can do to change that'.
I asked again for a breakdown of the costs and after a groan and some typing, was told that there was a £62 increase in my premium, and a £50 admin fee to change it. I told them I would go away and compare prices, assuming that this was simply a one off, and the emloyee was having a bad day, as everyone is entitled to have!
After discovering that It would be cheaper for me to pay the cancellation fee (which costs less to cancel my entire policy at £45 and sort out a refund etc than to ammend some details?!) and go with a rival than to pay the new charges. Having dealt with yet another rude call team member, my policy was cancelled effective from Monday 13th of June, or so i thought.
I continued to receive letters and emails warning me that my policy would be cancelled, so I called up customer services to check what was going on, and the entire end of their conversation went as follows; 'yeah it says here that your policy is cancelled, so just ignore anything you get sent through. have a nice day' at which point they hung up.
I finally got confirmation that as a result of non payment my policy would no longer be valid from June 15th.
Alarmed that I may be charged for 2 additional days of cover, I rang up not 25minutes ago to confirm if this was the case. Before I could finish my sentence i was interrupted and told (somewhat angrily I must say), 'Look, the refund you will receive is what my colleague told you, I don't know what youve been sent through. It will be £383.61 as she said, and infact your getting a couple of pennies more than that so i don't think its really a problem at all'.
I normally don't write reviews, but the way I was spoken to in that final exchange has left me so annoyed and angry that I decided I didnt want anyone else to experience it, so thankyou Harriet.
Be warned that the customer service I experienced from the Policy Shop is the worst I have ever come across, and I cannot imagine how difficult it will be to claim from them. I would much rather recommend Endsleigh who have superb service and I have promptly returned to.”
“Avoid - I wish I could gives these guys a MINUS 5 stars.
Absolute pain to set up insurance and contact! Ended up cancelling and going with a more experienced and reputable company.
- always on hold
- very rude staff with invasive questions, patronising tones, over-complicated questions and talk at the speed of light so you don't catch everything they say so you miss things.
- Quote changed from comparison site.
- threatened to cancel my insurance 10 days before my time limit was up for submitting a ton of information they asked for.
To sum things up, don't bother with all the hassle, go with someone else!”
“This insurance company renewed my insurance without my knowledge or permission then when i cancelled it they charged me £71 which i had to pay after receiving a threatening letter from them saying they would hand the debt to bailiffs and it would cost me a lot more. So i payed it and asked them to send me a receipt for the payment and a copy of my no claims and they never bothered. I will never use them again!”
“Rubbish, money grabbing, want to change my car half way through policy want to charge another £200 for a box will charge me 3 times as much for the new car where I can get it cheaper if I cancel want to charge me the full policy avoid avoid”
“Terrible. 5 months later after someone went into the back of my daughter still not sorted. Bought another car and saying going to cancel as alloys aren't standard as have another vehicle make sticker but are manufactured for both as same company. So has to buy rims or alloys with car make on”
“Avoid this company at all cost. Their task is to crush you with new and new requests to send the missing documents. It seems that you are not buying an insurance but apply for a bank loan. If you exceed the expulsion of another document, the insurance is canceled immediately and your deposit IS LOST. Their first deposit is largest on the market.”
“absolutely shocking... never in my life will I ever have anything to do with this gang.... I feel totally ripped off by this lot ... ohh how they tucked me up ... be careful with this lot ... they know how to rip you off ...and they are good at it ....”
“Wrote to cancel my contents and buildings insurance in early December - moving house and not yet moving into my new home. Heard nothing and assumed all was OK and paid my late December premium as per notice. Now getting agressive letters asking for money - when phoned to say that I had cancelled policy told that I have to pay £45 fee !!! Do not touch with a barge pole. They will not be getting my business for my new home nor anyone else I can tell.”
“Do NOT entertain this company! As like the majority of peoples reviews on here the amount of hidden charges is ridiculous. They show up on comparison websites as being the cheapest, but obviously. They're Customer Service is atrocious and communication is extremely poor.
I had to eventually contact the car insurance company direct and log a complaint with them.
Would NOT recommend this company.”
“Absolutely awful company to deal with - do not go anywhere near them. I wish I'd found these reviews before taking out my policy. Added on a massive admin fee without telling me - only realised when I checked my bank account. Found a significantly cheaper policy elsewhere. Called to cancel policy - they said they would price match but then changed that to £100 less than they said. Still waiting for refund. I wish I'd never gone anywhere near this company.”
“DO NOT get involved with this company - they have a clear policy - quote the lowest price to draw you in the then once you've paid, they charge you to add spurious clauses and if you want to leave they charge you again. I took out a home insurance policy - they wrote to me, just after I had paid and said I had 'failed to declare' a telephone enquiry in 2013 (this didn't even result in a claim - I just wanted to know if some weather damage was covered), which added about £3 to the cost of the policy and their £50 'admin charge' - the policy hasn't even started yet. oh - if I want to cancel it and leave, it's £45 'admin fee'............AVOID AT ALL COST!!!”
“Absolute rip off. Make up charges just for the sake of it. Might come out the cheapest but once they start messing you around you will suffer financially. Rip off merchants. Terrible. Avoid.”
