“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?”
“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.”
“Good value policy, but difficult to access documents on line, as PIN provided did not work. Also annoying that on-line renewal was not possible for the cheaper price (£40 difference) due to having an existing policy - this seems like penalising a customer for staying with you.”
“KB6 I tried to get a reroute online via compare the market.com, but when it came through to your web site there was one error buildings cover was reduced from £500000 to £240000 which is a major concern, so decided to telephone, Kimberley was very helpful , as I wanted the Internet price . She managed to honour the price so I renewed the policy.
But then tried to access the documents via iPad but it kept telling me the PIN number was incorrect, when I was given it over the telephone and by email it was correct which I was submitting. . Overall the telephone call was fine.”
“I was dealt with Maxine, today, (MB9 identity), who was very helpful and polite in sending out my documents after my pin failed to work to access my insurance documents.
Good service provided.”
“Pleasant young man who was very courteous and attentive, and suitably apologetic for his late call! He was successful in selling me the upgrades as well, so very professional.”
“Good service. Although I only wanted to renew my policy and inform you that my debit card had expired and therefore I had a new number I was treated as a new customer which I thought was unnecessary.”
“Good service. Although I only wanted to renew my policy and inform you that my debit card had expired and therefore I had a new number I was treated as a new customer which I thought was unnecessary.”
“The service is very good, I had a blip with an advisor at the start (re it not being clear over speeding fines) but that was concluded to my full satisfaction. My only gripe is that every change, whatever it is, incurs a massive admin charge (even when you have all my bank details etc) so my policy this year having moved house and changed my car is a lot higher than originally envisaged.”
