“cl4 - Charmaine helped my change over my car as purchased a new car. She was very helpful and explained everything thoroughly. Very happy with her service.”
“Queried the additional premium quoted for my change of address. Cl4 Charmaine handled my call professionally and promptly.
Very happy with her service.
Neal Rea”
“Justin was brilliant, I had a big problem and previouse contacts were not helpfull but Justine solved everything in about thirty seconds and e-mailed my documents straight away. Top Man. Others could learn a lot from him.”
“I thought the person on the phone spoke to quickly!!
Also I think that as I have been a loyal customer for a good few years it seems unfair to charge me a adminstrtion fee off about £35 because I have changed my car I think that I should of been offered a reduction .
Please can you e mail me back your thoughts on this matter.
Regards
Sue Slinger”
“I needed to add a driver to the policy and the call handler was very helpful, clearly setting my expectations (highlighting a possible problem) and resolved all issues adding the driver with a small admin charge.”
“The chap who dealt with me was clear and informative,he explained the policy details and answered all my questions to the full to such an extent that I renewed my policy there and then.”
“Last year updated my address, and >£100 was charged to my credit card, without the operator making me aware of changes to my premium amount. Great start.
Changed address back the following year, and was told the premium would be exactly the same (convenient, and strange, as I would have expected a reduction in my premium, since moving the other way cost me extra). So I asked to speak to the underwriter directly to discuss the premium the following week. Before I was able to do this, my details were changed, and the £35 admin fee charged. Nice one guys.
Called to cancel my policy this week, since I have a new vehicle, I took the opportunity to walk/run away from Onecall due to my exasperation and sheer frustration with "the way they operate". I was told I would be refunded £195, made up of a £55 cancellation charge, plus £140 for "the period I was in insurance." Upon explaining to the assistant that I should be refunded for the period from now until the end of my policy, I was told there had been a computer glitch, and I was due a refund of £220. (If anything, I should probably bill Onecall for my time, since I practically did all the work myself).
Admittedly, this was nearer the £240 I had calculated myself, but when I questioned why this wasn't £240, I was told that my premium was actually £420 for the year, not £450, as all the paperwork they had previously sent had stated?!? In fact, a £30 "admin fee" had been charged (surprise surprise) but they hadn't bothered to state this on the summary I received. So I argued for a while, but the assistant came back with many increasingly inventive ways of telling me "computer says no" - to which I finally decided life was too short to argue with her computer.
Will be following this up with the complaints department, as arbitrarily deducting "admin fees" from premiums contrary to paperwork is really not on, and this is simply a way of Onecall reducing the amount to refund by conjuring up (fairly impressively) these charges.
I've found Onecall's operatives to be helpful (when they are eyeing up a tasty admin fee), but abjectly pointless when they may have to pay something back to their victims (sorry, "customers").
Avoid, just, avoid!”
