“Wanted to change my policy from personal to business. I spoke to charmaine c14, and she was brilliant. Very professional, knowledgeable, easy to understand and made the process very easy indeed.
She understood my needs and made sure they were all met.”
“I found Nicole - NR3 - to be very friendly, easy to understand and efficient, providing me with details I required but did not request. Well done Nicole”
“Very bad customer service, Decided i wanted to cancel the policy ! Couldn't find email address anywhere on website but found a 'Cancel my policy' section which gave me email option..Only to get reply saying i can't cancel by email must phone this No,Only to be told 'Sorry wrong dept,Phone another No...Went back to website and did Live chat option to cancel policy...Only to get email following morning to say 'Sorry can't cancel policy by live chat..Call this No' ....Feel sorry for staff,They must talk to angry customers all the time after being pushed from pillar to post and back again....Can only imagine what it must be like to have a claim ? !!!.....Urghhhh !”
“Getting the policy on line was quick and easy. When there was a query about my previous the insurance advisor LH5 was polite, friendly and quick to answer my call.”
“I had a sudden leak in the lounge this afternoorn around 1:40 pm, following a thunderstorm with rain; so I rand the helpline; Katie, a nice lady answered and stated after verification that could I ring once the rain stopped because she could not send anyone due to health & safety issue. so, around 4 pm, once the rain stopped; also warned me that there would be a call out charge of £25., I rang the helpline; a gentleman answered and told him after telling what I told Katie that the rain had stopped and the leak also stopped; he immediately replies that if the leak had stopped how could anyone diagnose the problem! I told him all the watermarks on the wall and cupboard are there including the bucket in which we collected the water with wet towels around. So, I asked him that if I waited for the rain to come to show him the leak, would he not say the same thing that the rain should stop due to health & safety issue! He must be inexperienced and must be from a call centre inadequately trained to take such calls, so he told that he would ring back in a few minutes; I am still waiting for anyone to ring me. When I am suffering with a leaking roof and water coming into the lounge, what sort of ridiculous answers I get and you call this "unhelpful" and "insulting, contradictory helps" as HELPLINE? Can somebody sensible sort my problem out, please, as I have paid for an insurance which should cover me for such problems?
Then I found the chat line; after explaining all the above, that idiot told me that she cannot help on this matter and I have to keep ringing that one so called "helpline" which is not a helpline at all, rather "we got your money, go away, you will get nothing from us" type of number; manned/womaned by inexperienced, irritating morons.”
