“Customer Service person (AJ5) was very helpful, knowledgeable, efficient and friendly, making the whole process quick, simple and a lot less hassle than expected.”
“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?”
“The customer services agent (RT6) was extremely helpful and patient. She went through the policy very comprehensively and was very polite and efficient at all times. It was the easiest policy I have ever set up and was not kept waiting at any time or put on hold. Brilliant service, excellent staff and very competitive price. Well done.”
“Spoke initially to Ashley [AE2]. Obtained cover required at a competitive price. Some questions I highlighted on level of cover which she answered well. However regarding high value items I received contradictory information. Ashley said the value needed adding to contents in the home whereas when I phoned your help line on another matter the next day they advised it was a separate figure and was not to be included.
Finally, not to do with Ashley, I was contacted asking for a valuation on my wife's ring [£6,500] giving 7 days to respond, even though your documentation clearly stated no valuation was required.”
“The person LH5 was very quick in how she talked and the information was very bureaucratic so the customer could not be expected to understand what she was saying.”
“The one-call name is apt, because you make one call to get your insurance sorted out, and then you never hear from them again. Every call you make to them, you receive instructions to call another phone number and deal with other firms , or claims departments or Garages. the service was appalling, and these departments never called back . the claim is over four months old and I have just been given a write off value after many , many phone calls all at my own expense.
An experience not to be repeated/”
“Kim (KB6) was super helpful and it was all very quick and easy to get our buildings and contents insurance. it was also cheaper than our existing quote which is a bonus!”
