“I like communication with the provider at the time of negotiation over the phone. It allows reassurance that you will have some relationship with the provider during the period of cover. This source only wanted the matter to be dealt with through the computer. Not my style so I am unlikely to stay with them on renewal.”
“I have just renewed my house contents and buildings insurance with you (2nd year) I found the advisor (AE2)very fast in giving the information, and had difficulty keeping up with her.”
“NS4 Nick Stacey was very helpful. However, before I got through to him I was put on hold for something like 10 minutes: this is much too long! Also, when Nick had to check on something, I had to wait another while.”
“Had to use call center to amend details that had not flowed through from comparison site MSM.com. Spoke to adviser Amy (AR6) - she was helpful, though line was very poor and cut off. Called back and was put through to her again. had to repeat details but service was efficient, if a little rushed. Nature of the business I suppose. No complaints. She was able to match online quote with required adjustment of details. Don't understand why the comparison sites don't link info correctly to the provider sites though. Defeats the point.”
“My agent was NC4. Started call in a very abrupt way which put me on the back foot a bit. The process got better but she was going through the details very quickly which made it difficult to follow in parts - had to get her to stop and ask for clarifications a number of times. Some surprises with extra costs around the breakdown & courtesy car covers which was difficult to follow. I found there was assumed IT ability, eg 'just upload your documents to the website', that may be off-putting for some & made me think twice. Didn't like the tone or speed of the recorded message at the end of the call. Overall I was happy as the cost was a lot better than my existing renewal but I must admit I'm slightly concerned what the customer service will be like if I ever have to claim.”
“My agent was NC4. Started call in a very abrupt way which put me on the back foot a bit. The process got better but she was going through the details very quickly which made it difficult to follow in parts - had to get her to stop and ask for clarifications a number of times. Some surprises with extra costs around the breakdown & courtesy car covers which was difficult to follow. I found there was assumed IT ability, eg 'just upload your documents to the website', that may be off-putting for some & made me think twice. Didn't like the tone or speed of the recorded message at the end of the call. Overall I was happy as the cost was a lot better than my existing renewal but I must admit I'm slightly concerned what the customer service will be like if I ever have to claim.”
“My agent was NC4. Started call in a very abrupt way which put me on the back foot a bit. The process got better but she was going through the details very quickly which made it difficult to follow in parts - had to get her to stop and ask for clarifications a number of times. Some surprises with extra costs around the breakdown & courtesy car covers which was difficult to follow. I found there was assumed IT ability, eg 'just upload your documents to the website', that may be off-putting for some & made me think twice. Didn't like the tone or speed of the recorded message at the end of the call. Overall I was happy as the cost was a lot better than my existing renewal but I must admit I'm slightly concerned what the customer service will be like if I ever have to claim.”
“I wasn't very happy on receiving my pre contract, I found the policy to be very misleading, when the policy arrived it was a different price to what I was quoted originally on the compare site it also say's that if you are not happy with the policy there is a 14 day cooling off period however it does not clearly state that there are still cancellation fee's within this period. I spoke to one of your colleagues Steven sh4 who was extremely helpful and was very thorough in checking everything and explaining everything on the policy to me I was very happy with his service but unhappy with the company policy.”
“The telephonist was at great pains to confirm my details, I asked about the breakdown cover before I bought and had this explained, after I paid she revealed new information that said the roadside assistance was not valid for the first two weeks of the policy. I'm sure this is a legal form of selling, but it's not honest is it.”
“CB8 was ok, but I called on the the promise,of a £25 cash back incentive, which I received via text. Yup they matched all other quotes so I opted for One Call. Only later when I asked about the £25 cash back, was I told that it was already discounted in the quote. Be careful don't fall for that one like I did.
There was also an error in the commencement of my start date, that was sorted no problem. After a 35 minute wait on the phone for an answer, they sorted it. I did mention that I had since purchased a dash cam, thinking it would bring my premium down. NO! THEY WANTED £30 MORE! After a brief discussion, they agreed the original price.
In hindsight I wish I had pulled out during my cooling off period, but now I am stuck with One Call.
I wonder if I will get my £10 for writing this?”
“iNITIAL CONTACT VERY POOR. IRRITABLE AND UNFRIENDLY AND FRANKLY LACKING IN KNOWLEDGE IN ANSWERING A SIMPLE QUERY. PASSED ON TO A VERY COMPETENT LADY, AMY, WHO WAS COMPLETELY THE OPPOSITE AND EXCELLENT IN CLEARING MY ISSUES AND GETTING THE POLICY RENEWED.”
“AJ5 was very helpful in organising my contents insurance.
Although the clarity of documentation and duplication issues with regards policies has not been cleared up by either OneCall or Creation Finance.”
“JC1 very helpful with a bit of confusion with change of details & double charging of admin cost, all sorted now, advisor talks a bit to fast for me, must be my age getting to old to keep up :) but made sure i was happy with everything before call ended,”
“NC4 was providing the right customer service, which I cannot gain any information via online.
Also online database duplications were clearly educated to NC4.
She was correcting all duplication issues in insurence portal.
She was correcting all duplication issues cyber criminals created against my family in car insurence portal.”
“I had got a quote online which was easy and a good price, but needed to confirm if the policy covered me in France "fully comprehensive" or not and I also needed to take out European breakdown cover so I decided to phone them. My sales person "ar6" was keen to help and pleasant throughout, but spoke very quickly and was reeling off lists of information in quick succession and then asking me if this was ok. I asked them if they could speak slower (which made me feel like an idiot). I had to concentrate very hard and needed to ask several times for parts to be repeated leaving me feeling inadequate, when I am of good intelligence and not hard of hearing. The sales person was very quick to talk but not so quick to listen and take on board what I was asking (maybe under time pressure?). Responses to my enquiries came in the form of mixed information - referring to the breakdown cover as "fully comprehensive" and confusing the 90 day EU car insurance as breakdown cover which was included as part of the quote I'd received - none of which made sense or was accurate (maybe just new to the job?). It took persistence and several attempts to eventually be confident that I had got what I'd asked for.
It is very important that the customer gets every detail correct but the off-pat fast delivery, can pressure you into a standard "yes - I understand" type response that may not be correct - It is of little consequence to the insurer but of big consequence to the customer if we are not given thinking time. Please One Call - I don't work in the world of insurance so I need to be free to get my head around what the jargony statements that you reel off to me mean - please remind your staff to remember that your world is somewhat alien to us "outsiders". I think I got what I wanted in the end but it wasn't the clearest of experiences. I fear for those who are less forward and confident than myself who could easily be confused into agreeing to something they didn't want to.”
