“Cr3 handled my chat well and efficiently, assessing the problem and taking the relevant action to remedy it. It is a pity the company reacts to any kind of failed or half communication by cancelling your policy. If they had been easier to communicate with or checked facts with me this problem would not have arisen and it would have saved both parties about half an hour.”
“When renewing our insurance last November, we advised you that our mileage would be increasing as my husband no longer had a company car, and we suggested 12K. Your response was to wait until we knew what our new mileage might be, rather than guess. This we have done, and yes you increased our limit. However there was a hefty 'admin fee', which was more than double the revised premium. Secondly you sent a pdf certificate we couldn't read, and only printed rubbish. We copied it to our son, who was able to print a readable copy. We have never had trouble with received pdf's before.
Overall, we are not impressed.
Regards
Mrs F Jolly”
“I object to being referred to as Werney ,it's 5 months since I took out I took out insurance with one call , hardly recent! I suggest you sort addressing your customers in an acceptable & timely manner for meanigful feedback.”
“As a 74 year old I object to being addressed by my surname with correspondence from One Call. If I ever have the misfortune to claim, I will comment on the service received at the time. At the moment all is well.”
“The name is Mr. Edwards, not EDWARDS! Plain common English courtesy !!
Eventually, by going on-line, I was happy with the insurance cost obtained from One Call. But why should I have to do this, as an existing customer I received my renewal quote in the post, this price was approx £50 more than what I eventually received by going on-line with the same company. What price loyalty, in this day and age there is none!!”
“I spent nearly an hour trying to get to the correct phone number.When i called Paragon they were very cross and said tell ONe Call to give you the right number.
Finally Ashley Ainsley gave me the correct contact that I needed and a polite lady assisted me.
I was not very impressed with OneCAll/
My last Phone Bill had £100 for premium calls with One Call.Could you not Indicate what they are.”
“Bought car policy online via topcashback as quote was good for what you got. Unfortunately no emailed documents were forthcoming. Took two attempts with online chat. First told me I would have them in 30 minutes.......wrong! Had to chat next day this time was told manager apologises and is sorting it out for me and will email documents today. I hope so as the process has not inspired confidence in the company. I hope they can redeem themselves.”
“LW8 was very helpful, although it was not clear what to do after obtaining a quote on line, different ref.numbers needed and many details had to be repeated. Got there in the end thanks to Lauren.”
“I had a sudden leak in the lounge this afternoorn around 1:40 pm, following a thunderstorm with rain; so I rand the helpline; Katie, a nice lady answered and stated after verification that could I ring once the rain stopped because she could not send anyone due to health & safety issue. so, around 4 pm, once the rain stopped; also warned me that there would be a call out charge of £25., I rang the helpline; a gentleman answered and told him after telling what I told Katie that the rain had stopped and the leak also stopped; he immediately replies that if the leak had stopped how could anyone diagnose the problem! I told him all the watermarks on the wall and cupboard are there including the bucket in which we collected the water with wet towels around. So, I asked him that if I waited for the rain to come to show him the leak, would he not say the same thing that the rain should stop due to health & safety issue! He must be inexperienced and must be from a call centre inadequately trained to take such calls, so he told that he would ring back in a few minutes; I am still waiting for anyone to ring me. When I am suffering with a leaking roof and water coming into the lounge, what sort of ridiculous answers I get and you call this "unhelpful" and "insulting, contradictory helps" as HELPLINE? Can somebody sensible sort my problem out, please, as I have paid for an insurance which should cover me for such problems?
Then I found the chat line; after explaining all the above, that idiot told me that she cannot help on this matter and I have to keep ringing that one so called "helpline" which is not a helpline at all, rather "we got your money, go away, you will get nothing from us" type of number; manned/womaned by inexperienced, irritating morons.”
“Received an inflated renew price about same price I paid the previous year. Browsed the internet and obtained a £75.00 cheaper deal. Rang and spoke to an obnoxious overpowering non willing caller handler, thank GOD I don't need to speak to again for another year.
Explained twice I have a quote from another provider much cheaper, after being put on hold agreed to reduce the renewal quote BUT did not match the other quote received....
I wasn't willing to haggle and just wanted to come off the phone, as wanted to remain with the company - not worth the hassle moving!!!
Cant understand why they add £35.00 admin fee as this over inflates the price...Surely they want to remain competitive, why not charge the insurance provider rather than the consumer!!! RT6”
“Received an inflated renew price about same price I paid the previous year. Browsed the internet and obtained a £75.00 cheaper deal. Rang and spoke to an obnoxious overpowering non willing caller handler, thank GOD I don't need to speak to again for another year.
Explained twice I have a quote from another provider much cheaper, after being put on hold agreed to reduce the renewal quote BUT did not match the other quote received....
I wasn't willing to haggle and just wanted to come off the phone, as wanted to remain with the company - not worth the hassle moving!!!
Cant understand why they add £35.00 admin fee as this over inflates the price...Surely they want to remain competitive, why not charge the insurance provider rather than the consumer!!!”
“Want to charge you for every possible thing . Change of address . Private reg change stupid amounts that only has to be done on computer no paper work at all . Not happy bunny.”
“I feel somewhat misled by this purchase: I chose cover that was not the cheapest on confused.com because it stated that it included legal protection and home emergency cover. When the detailed policy appeared, it turned out that what was described as legal protection was in fact personal accident cover, which I had no need for. As a result I had to add the full legal protection at extra cost and would have been better off had I chosen another option on confused.com rather than One Call.
Moral is read the small print before you click and buy, I suppose, but they shouldn't be misleading people like this by describing personal accident cover as legal protection, because it obviously isn't.”
“The guy on the call username SW1 was very helpful and patient when I made a mistake. He explained things clearly and had a very good telephone manner”
“I rang to say I was going to be out of the country for two months and leaving my car in my friends secure driveway. They immediately said they were not willing to insure me. No reason just stonewalled me. Never again, even though initial service setting up was good.”
“Easy to set up online but a couple of errors in subsequent paperwork led to 4 additional contacts to get sorted. Advisor Ae2 on my final contact was very quick and very helpful”
