“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!”
“sc7 made the whole process very easy and pleasant. I couldn't be happier with the service provided. I have and will recommend to friends and family.
Top Job!”
“I found the person on the phone very helpful and talked me through all I asked, I would have no hesitation in recommending this company to others thank you very much especially the person on the end of the phone with me KB6”
“I found your member of staff AA2, most helpful, friendly and explained everything regarding the insurance very well. In fact her customer service skills are very refreshing and polite.”
“I found your member of staff AA2, most helpful, friendly and explained everything regarding the insurance very well. In fact her customer service skills are very refreshing and polite.”
“I found your member of staff AA2, most helpful, friendly and explained everything regarding the insurance very well. In fact her customer service skills are very refreshing and polite.”
“I found your member of staff AA2, most helpful, friendly and explained everything regarding the insurance very well. In fact her customer service skills are very refreshing and polite.”
“I used a comparison web site for my Car Insurance renewal.
OneCallDirect were the best cover for less than my renewal
Quote.
JP3 was brilliant explaining the policy.
Very happy with my experience.”
