“I phoned one call for a change of vechile insurance on the30th of July received a quote and told it would be held till next day on the 31st July i purchased the new car when i phoned one call they said the had no quote reference and they could not get me the insurance id been quoted after 1 hour on the land line and 2 calls on my mobile while i was on hold on my land line i eventualy had to settle for a higher insurance than quoted or loose out by having to sell the car i just purchased i wonder if this will be put on there review display to be honest if i were them i wouldnt as it does not show them in a good light”
“Horrendous experience with this company, if you are communicating with them keep your own log of what was said and when for they seem to make it up to suit themselves. The operators where completely unreasonable and so was their service”
“Steer clear of One call Insurance! Many people have had problems, me being one of them. Just remeber you pay for what you get hence why they offer such low priced insurnance. I made this mistake please learn from it.”
“Accept liability on your claim without consulting with you, they don't keep you up to date with anything Iv had to do all the chasing. 3 calls just for my documents and then they are wrong. I wouldn't recommend my worst enemy.”
“Ar6 speaks to fast and seems uninterested in any questions I had. Got to the point I had to ask to speak to someone else. Ar6 also was unable to get the documents emailed over to me, again I had to ask someone else to do it for me. All other agents seam to take the time and listen and get things done. Very difficult agent to deal with ar6.”
“Last year updated my address, and >£100 was charged to my credit card, without the operator making me aware of changes to my premium amount. Great start.
Changed address back the following year, and was told the premium would be exactly the same (convenient, and strange, as I would have expected a reduction in my premium, since moving the other way cost me extra). So I asked to speak to the underwriter directly to discuss the premium the following week. Before I was able to do this, my details were changed, and the £35 admin fee charged. Nice one guys.
Called to cancel my policy this week, since I have a new vehicle, I took the opportunity to walk/run away from Onecall due to my exasperation and sheer frustration with "the way they operate". I was told I would be refunded £195, made up of a £55 cancellation charge, plus £140 for "the period I was in insurance." Upon explaining to the assistant that I should be refunded for the period from now until the end of my policy, I was told there had been a computer glitch, and I was due a refund of £220. (If anything, I should probably bill Onecall for my time, since I practically did all the work myself).
Admittedly, this was nearer the £240 I had calculated myself, but when I questioned why this wasn't £240, I was told that my premium was actually £420 for the year, not £450, as all the paperwork they had previously sent had stated?!? In fact, a £30 "admin fee" had been charged (surprise surprise) but they hadn't bothered to state this on the summary I received. So I argued for a while, but the assistant came back with many increasingly inventive ways of telling me "computer says no" - to which I finally decided life was too short to argue with her computer.
Will be following this up with the complaints department, as arbitrarily deducting "admin fees" from premiums contrary to paperwork is really not on, and this is simply a way of Onecall reducing the amount to refund by conjuring up (fairly impressively) these charges.
I've found Onecall's operatives to be helpful (when they are eyeing up a tasty admin fee), but abjectly pointless when they may have to pay something back to their victims (sorry, "customers").
Avoid, just, avoid!”
“Total nightmare, let's keep it simple! Cowboys and how they get away with it is a joke. I have had to call them more than 5 times to confirm they had documents etc. Thought I was getting a good deal by saving over £100 but seems I've only saved £19. Also £35 admin fee for sending a letter! Comparison websites should hold their head in shame dealing with these people. Em "0ne Call, try several calls!" Not even an attempt to offer a call back! Customer service - you should embarrassed & the owner will be living it up with my money for terrible service.”
“DO NOT USE THIS PROVIDER
Cancelled my policy after finding the included breakdown cover was only valid within ten miles of my home and at a cost of £20 per attendance, to upgrade to national recovery cover would cost an extra £60. After deducting £49 from my premium for admin costs I was advised that the balance would be credited to my account within 3-5 working days. 2 weeks later the money had still not been credited, I called one call on Saturday 4th July 2015 and was told by Justin that the repayment was being processed and may even be in my account that day, THIS WAS A LIE, one week later the money had still not been credited, a second call had the customer service? advisor telling me that it had been processed that day (8th July) and would probably take 5-7 days. After almost 3 weeks I am still waiting for my refund, money can be taken at the speed of light, but I still have to see mine returned to me.”
“Very unhappy customer. Recently purchased a new car and changed insurance provider due to cheaper price, however it turns out no only did I have to pay a cancellation fee, which I can understand, I had to pay for the enitre full policy on top. Rip off.”
“Disgusted by the service I received from One Call. Took out a policy over the phone, as soon as I had put phone down realised that I had forgot some information, called back to inform them to be told I had to pay 85pound to amend the policy. I explained I hadn't even had the policy for an hour and it didn't even start for another week to be told there was nothing they could do. I asked to cancel to be told it would be 49pound to cancel, which is their set up fee! I was never told about this when they sold me the policy. Was given false information by 3 different people from this company. Long story short I cancelled and went with another company who were over 100pound cheaper!”
“Worst company in the world, do not ever use them as they will cancel your insurance because they didn't receive direct debit mandate which they never sent by post or email even though I asked them 3 times every time they sent a cancellation notice through”
“Only advice I can give stay away from this company I bought holiday insurance online had to phone bout 5 times for documents only to be told they had no record of me even though credit card clearly stated they had took money then had call this morning Asking why I cancelled said they had emailed docs to me stay clear incompetent company”
“I am new to using the internet for car insurance. I would advise anyone using One Call to be completely sure you do not make even the slightest mistake when completing your initial documentation information. Check ALL the information on the site before making a commitment to insure with One Call. I made an unintentional mistake on my inital form relating to the number of years no claims bonus, I had so much hassle to have it rectified and after much aggravation I agreed to a lower charge of £35 incurred for my error. If you need to make any changes i.e. you move address, even if its only 1 or 2 miles down the road you will incur a charge of £50. I have been informed that I will incur this additional expense, even though I tried to explain that I am living on the small island of Barra, in the Western Isles. My car would still be kept in a driveway etc... The customer service agent informed me that although I moved a short distance the fee would be £35 administration plus £15 due to a higher risk location???? I made the mistake of paying for my insurance up front, therefore each time these additional fees are added to my account One call access my account to withdraw the amount. I am new to this area in the Western Isles having moved from Northern Ireland where I have been with the same Insurer for years. They provided a friendly and helpful service and even went out of their way to help me get the information relating to my no claims bonus, that One call said they would be unable to obtain for me. Bearing in mind that my no claims bonus was with AXA insurance broker in Northern Ireland and AXA were also the broker One call were using. I have lost confidence in One Call from the first day I have had any communication with them, and regret being involved with them. I have decided to put it down to bad experience and I will look elsewhere for insurance, as I would not like to rely on One call's support if I needed them in event of an accident or breakdown. Needless to say its been a costly mistake both financially and mentally. Be careful before you buy and DO READ the small print.”
“They are an absolute nightmare
I left them after two weeks last summer and they still have not returned my annual premium as they promised to do
In January this year they asked for proof of identity to refund my money.
I sent this off the same day and have still not been refunded
I am now looking into legal advice
Roy A Stewart 0191 2868343”
