“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.”
“I rang to renew my home insurance policy with AJ5.
Although very courteous he did not ask me if I had any questions and felt rushed.
Once he had taken my money he did not appear to listen to a concern that I had & thought that I had changed my mind.
I personally felt that once my money had been taken that was it, he just wanted to get onto the next caller.”
