“Absolutely shocking customer service. The "AI" chatbot has no intelligence whatsoever and you can never speak to an agent to resolve your query. Avoid at all costs”
“Worst experience ever. I urge everyone who is looking for car insurance keep miles away from peppercorn insurance. I made claim and it's been one month they keep saying paperwork is not sending them paperwork to process the claims. It's look like they don't pay for claims just take Ur money and leave u in limbo when u need them...never trust this company.”
“Absolutely abysmal insurance company. I had a really harrowing accident 6 weeks ago. Not EVEN ONCE has anyone called me to update me about my insurance claim for a non fault incident, NOT ONCE. Luckily my car is still drive worthy, god forbid if it was written off as I would be struggling to get around. I have called the insurance in excess of 15 times trying to get an update to no avail. Never in a million would I recommend Peppercorn insurance to anyone - and I totally and utterly regret taking out insurance with them. Constantly on hold for over an hour at times trying to get through, it is literally a joke set up insurance company. Anyone reading this PLEASE AVOID THEM and shop elsewhere. In the event of a claim you'll be severely disappointed. Furthermore they said if my car is to be repaired I AM NOT guaranteed a courtesy car. That is madness - in all my years in the event of an accident has an insurance company ever told me that. I'm actually sickened that companies like this are trading.”
Thank you for sharing your thoughts Neil.
A Claim Handler attempted to call you twice and sent an email three days after you initiated your claim. The reason for this is that you raised your claim on a Friday so we attempted to contact you the following Monday, which is the next business day. Unfortunately, they couldn't reach you on the first number, and on the second number, they left a voicemail after receiving no answer.
Our Policy Booklet, accessible before you purchase the policy, explicitly mentions that the provision of a Courtesy Car is subject to availability. We prioritise transparency in outlining the coverage you'll receive before you make the decision to buy insurance from us, ensuring you have the all the details needed to make an informed choice.
“Terrible customer services when you eventually can find someone to speak to.
Made a complaint about how they left me on hold of 80 minutes and cut me off, wrote my car off without looking at it, then delayed payment as well as undervaluing my car by £3,000. Even with proof of current market value! They just drag everything out hoping you'll go away! As for manipulating my complaint so they didn't have to deal with it was nothing worth than abysmal.
Yes they are cheap but they're cheap for a reason!”
Thank you for your review.
We can see that you're unhappy with the outcome of your complaint. If you wish to escalate it, the process to do this is included in the letter we sent you recently.
As you know there's a process to appeal the claim settlement, which you are currently doing so this is being looked into.
“Demanding money as I didn’t inform them of an apparent claim, (there was no claim) unless I pay it all immediately they will cancel my insurance! Go elsewhere!”
Thank you for your review Emma.
I've requested your details privately so I can look into this for you as I can't access your policy with just your first name.
Thank you
“Is not about Peppercorn is about that I’m doing all conversations and transactions trough a chat. To be honest I hade doubts all the time if is this genuine or a scam. Chat,payment,information all 5 stars, however I felt a bit insecure given my card details on a chat app.”
“Great to see what looks like a natural use of AI to aid the insurance purchase process. Much prefer this to dealing with a call center call where a person is oblidged to run through a script and push additional products at you along the way.
Clear. Concise. Extra products were mentioned but easy to skip past.”
“Not helpful at all, counsel conversation, justly to ignore you if you want counsel insurance or swapped cars . Never seen worse car insurance ever!!!”
Thank you for your review Iryna.
It's important to mention that our live chat service will timeout after a certain period of time if there's in no activity, this is to protect your details.
I can see that you did change your car in October so this issue has been resolved.
If you have any further enquiries, please contact us.
“Simple and logical application process plus loads of things that were extra with LV are now included in the base price. Seems very good but we'll see how we go. 4/5 to start with. Happy to recommend.”
