“It's a nightmare getting through to the right department. The options are not clear!
Option one states press one to discuss your Documents but this doesn't not include home Cover. I had to call back 4 times to finally get through to the right person.
The number on the website is for car cover! My 1st attempt to get thorough to customer service and I wasn't happy.
.”
“We renewed our house policy over the telephone this time after receiving a "reminder call". When we called back the operator (RT6) was pleasant and identified our needs. However, we found that the operator had a "script" and it was difficult to understand at times because of the speed in which she was delivering it. Twice she was asked to slow down as we needed to understand exactly what we were paying for and the details concerning our purchase. Perhaps this could be addressed as mistakes are difficult to rectify and time consuming for all.
.”
“More than happy to renew my One Call Home Insurance for a further year. The process was made easy,quick & simple by KB6. No fuss/bother evrything I needed to know was explained thoroughly. Thanks a million :-).”
“I did have to hold on waiting for my call to be connected for a little longer than I would have liked! However, when I did get through the customer service representative was really helpful, professional and a pleasure to deal with.
Overall I would recommend the service.”
“As we are moving and things a bit!!!!
Very helpful to have thing made relatively simple to cover bot the old and new property at the same time, althongh we still don't understand why.”
“I found Rebecca Thompson to be very professional ,informative and courteous .it involved changing to another company this was achieved quickly and trouble free.”
“Very competitive praising. Quick and easy to deal with in a professional manner. Slight misunderstanding and difficulty in documents required. The scanning of the documents was difficult as it is assumed that everyone is up to speed with computers. Computers are not my thing, but a nessesit.”
“People on telephone very helpful and pleasant. However last year my policy was with Axa through One Call, and their assessor decided, that when my kitchen sink flooded, only one side of a kitchen built as a adjoining right angle flooded. Initially they tried to say the damage on one of the adjoining walls was due to the kitchen roof leaking, then, when I, my surveyor and the builders disputed this and the builders sent the Assessor up on the roof he had to admit he was wrong, They have tried to blame superficial outside cracks in the outside wall wrongly claiming that the water pools were in the place of these cracks. I, my surveyor and the builders disputed this, they have also claimed that one side of the adjoining wall was damaged due to rising damp. I, my surveyor and the builders disputed this and have supplied written and photographic evidence that there are no sign of rising damp. I have referred the matter to the Ombudsman. Both Axa and One Call know of this and that my family and I have had prolonged symptoms that the mould is adversely affecting our health. This they also know, this is backed up from our G.P. I advise anyone not to use any policy with Axa they have jumped at the opportunity to use varying untrue excuses to not pay for half the damage. If you are unfortunate enough to have to make a claim and an assessor from Cuningham Lindsey is sent record the meeting. I told he regularly says one thing to your face and another to the insurance, and that my experience is not uncommon even in a small island like Guensey.”
“Very easy to deal with and good value. Staff are helpful and only small issue is that they speak too quickly and can be difficult to understand sometimes.”
“My car was broken into. Passenger door window was smashed. I was 200+ miles from home. Was given wrong info by someone from One Call. Waited a day before I called them back having been told someone would ring the afternoon of the day before. Very frustrating to be told I had been given wrong information the day before. Had to drve back to Kent via M6, M1 & M25 at 40/50 mph with just plastic that I fitted over the window. Very noisy and it was bad weather. It took a week for the window to be fixed as there were no appointments, so couldn't drive the car for a week. Not helpful just before Christmas.
However the folk from autoglass were very helpful and apologetic that I would have to wait so long and they tried hard to see if the window could be fixed any earlier.
.”
“Very thorough service provided by one call agent CB8, security procedure was good, and willingness to deal with my new annual car insurance in a professional and courteous manner was shown, also delivery of follow up emails very quick.”
“I found KB6 extremely helpful & informative, nothing seemed too much trouble, she made the whole quite arduous task of insurance renewal, simple & easy to understand/follow. Top marks & thanks again for all your help 10 out of 10.”
