“was contacted by Kim (KB6) after I had been on confused.com, she checked the details to make sure everything was in order. we agreed the quote and I bought the policy.
Saved quite a bit of money on my renewal from John Lewis”
“Ref: AE2
Very 'cold' feeling from Customer Care when calling to rectify the incorrect information that transposed from the on line application onto the Policy Schedule.”
“I found KB6 very helpful and knowledgeable, but unfortunately I am unable to print off my documents as this site does not seem to recognize my password and after 3 attempts it has locked me out.”
“I arranged my mothers GI for her home last year with OneCall - it came to renewal and we therefore reviewed the policy for this year. We were given a quote and my mother took the new offer. She didn't realise it was a different provider and they were asking for information which she didn't have to give the previous year.
In the end the new provider/underwriter didn't accept her application, she paid circa £180 and then was told she would only be refunded £100 for non-disclosure (but this was not covered properly in the first instance).
In the end OneCall manage to find another provider AXA and in the end she paid an extra £15 -.
other than this the transaction was good.”
“I rang because my property address had pulled through incorrectly on my home insurance documents (i ordered through comparethemarket) - it had my current address of the property I'm moving out of, mixed with the postcode of the new property I'm moving in to.
The person I spoke to (AE2) explained that this happens quite often when people purchase online (why has this not been fixed?) but was unable to help as it was outside of the rating period and advised me that in order to change the address to the correct one, I would have to call back nearer to the policy start date, but couldn't specify a precise date when they would be able to amend my policy.
The customer adviser was unable to help me first time which I found frustrating, especially as I'm a brand new customer. This is more so a problem of One Call and their systems rather than the household advisor I spoke to.”
“call me even thought i was not a current customers, offered a very competitive quote and the sales person (LB6) was not pushing in the slightest just offer an honest and professional quote. Perfect.”
“I bought One Call home insurance over a year ago, I was told that the legal cover and call-out cover I have with policy would not start for some weeks after I signed up. This sounds reasonable, presumably to stop insureds signing up then claiming immediately for an existing incident. After 12 months I renewed my policy a couple of weeks before the termination date for exactly the same cover and was told that I would now lose my cover on legal and call-out for the first few weeks again. So having renewed the insurance, my cover is downgraded as if I was a new customer. I asked that this be raised with the correct person and suggested that someone correct this, I have not heard from anyone. I feel you have got my money so do not care about providing the cover I should have as a loyal returning customer, perhaps I will not renew in future. The customer service person was AJ5, he was polite and informative but it was obvious he had no authority to change a standard clause pertaining to new customers in favour of an existing customer. I would appreciate a call to give me feedback about how you will change this poor practice and reinstate the coverI had up up until the anniversary of the policy. Is this how you reward customer loyalty?”
