A-Plan Insurance Reviews

Name: A-Plan Insurance
Rating: 4.71

4.7 Rating 6,093 Reviews

95 %

of reviewers recommend A-Plan Insurance

Company Reviews

Questions

Metrics

4.7

Based on 6,093 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Documents Delivered On-time	99%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5

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Phone:

01993 893311

Email:

marketing@aplan.co.uk

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Poor attention to detail (wrong address). Unable to quote car insurance due to me having a new house (other insurers able to oblige)”

Helpful Report

Posted 7 years ago

Sorry to hear about your experience Mr Potter. I have passed your feedback to your branch. Someone will be in touch to resolve this for you.

Posted 7 years ago

“What started out as a straight forward set up turned into a Miriad of stupid questions. ' have you ever driven a car this size before etc. Also I could never speak to the same person twice. It felt totally impersonal without the agent really knowing there subject and the type of client they were dealing with. Just reading from a crib sheet.”

Helpful Report

Posted 7 years ago

Dear Mr Phillips, thank you for your feedback. Very sorry to hear about your experience. I will pass your comments on to the branch manager and ask them to come back to you.

Posted 7 years ago

“i have had car insurance with a plan for many many years never no probs this was my 1st to get home insurance very poor . night and day difference it was landlords insurance,was not happy with service”

Helpful Report

Posted 7 years ago

Very sorry to hear about your experience. I've passed on your feedback to your branch and they will be in touch.

Posted 7 years ago

“Had to send in proof of no claims 3 times first time with my husbands new insurance one month before mine but when i rang you up you could not only find the proof of no claims told my husband he did not have any insurance with you untill we gave you the policy number and we did all the running about to be told yes we was insured with you. For this year anyway”

Helpful Report

Posted 7 years ago

Thank you for letting us know about the problems that you've had. I have forwarded your comments to your branch manager and they will be in touch to rectify this matter.

Posted 7 years ago

“I was recommended by a friend of mine to get a quote from A plan as my car insurance was due for renewal. Alison was aware if she recommended a new client she would be given £25 M and S voucher for doing so as advertised on the local magazine. She had already (as a new client) been given £50 (even though the office originally gave her £25 and admitted they had intended giving her £50 but had got it wrong, they did so eventually, which actually was the reason we went into the office when I asked for my quote). The quote was competitive and I accepted. When I signed the documents to confirm my new policy Alex had told me I would receive £50 M and S vouchers within 2 weeks as a new client to the company. I then rang the office again to confirm my friend would receive £25 M and S voucher for recommending me as a new client to the company as advertised clearly on the local magazine. I was told under no certain terms by Alex that this was not the case. I discussed the point with him for at least 10 mins on the phone. He agreed that I would receive £50 as a new client and if I recommended someone new to the company who also took out a policy I would also receive £25 as a gift for bringing a new client into the company. So WHY didn't my friend qualify for the same deal? Confused?? I can't tell you how much we were and still are! We both looked at the small print on the adverts and saw nothing that said if you were a new client and gained £50 for taking out a new policy you wouldn't qualify for £25 if you recommended a new client to the company... (as far as marketing goes this is a great way to encourage new clients in to a company). Alex at one point even said the reason my friend didn't qualify is because 'you can't have two offers if living under the same roof'. We DON'T, we live in completely separate homes as seen on the application forms. Whilst in the office when I was given being given a quote by Alex he did say I could give £25 from my £50 to my friend as she would not be receiving £25 for recommending me. We were at the time confused but didn't pursue it as we thought he was joking! At the end of the day the vouchers are great to have and both of us enjoyed that incentive. BUT the point has come down to the customer service we have both received. I had the phone put down on me by one of the staff in the office when I was waiting to speak to Alex. When I did speak to him he contradicted himself time and again. Why would I get both offers but not my friend?? Either your marketing message is extremely unclear or staff in the Sevenoaks office are confused.. The bottom line of this situation is that neither of us will renew any policy with your company and most certainly will not be recommending A plan to anyone. This could have been so easily resolved if Alex had been more interested in putting customer service and the long term view of loyal, consistent customers as a priority instead of his argumentative and unprofessional attitude which has left both of us with a very bad taste in our mouths!”

Helpful Report

Posted 7 years ago

Extremely sorry to hear this. I have spoken to your branch and they will be in touch to apologise and rectify this matter for you.

Posted 7 years ago

“Policy was cancelled by email two days before it was due to start but because of their email system it had gone into spam so wasn't dealt with. Policy was set up without signature or all info from myself (as we were not going ahead) They promised some m&s vouchers as wife has policy and then denied this. To cancel the policy we didn't want we had to send proof of our other policy and they still did not confirm receipt or action, we still had to chase them to ensure it had been done, despite both verbal and written request. All in all a very disappointing experience and when the house insurance is due for renewal we will move that away from A Plan as well after this.”

Helpful Report

Posted 7 years ago

Dear Mr Grant, we're very sorry to hear about your experience. I have asked your branch to look into this and get back to you

Posted 7 years ago

“I had a phone call on Thursday morning my husband took the call as i was out and the lady who phoned told him i had not sent in my no claims bonus to you and my insurance would be void. I had already sent it to you with the declaration of my car insurance in the same envelope so somebody has lost it. I did phone back and spoke this time to a man and he phoned up my old insurance company and got it sorted. Was not very happy.”

Helpful Report

Posted 7 years ago

Dear Mrs Smith, we're very sorry to hear about this. I will make contact with your branch and ask them to investigate.

Posted 7 years ago

“To expensive so I found myself looking elsewhere and doing the work that you usual do, so not impressed”

Helpful Report

Posted 7 years ago

Sorry to hear about your experience. I have contacted your branch and someone will be in touch to see if we can resolve this issue. Thank you for your feedback.

Posted 7 years ago

“Someone pulled out on me, they admitted liability, I had only opened the policy a couple of weeks prior to this. Very minor damage to my vehicle, completely the third parties fault, 6/7 weeks later still not repaired.”

Helpful Report

Posted 7 years ago

Hi Mr Bayliss. I have asked your branch to investigate this issue for you and get in touch with you. Thank you for your feedback and apologies for any inconvenience caused.

Posted 7 years ago

“I would expected cheaper prices and rates”

Helpful Report

Posted 7 years ago

Dear Ms Boucry, sorry to hear that. I have asked your branch to get in touch with you to discuss. Thank you for your feedback.

Posted 7 years ago

“It took 4-5 phone calls to finally receive my home insurance policy and road care policy. Every time I phoned I was told it would be sent by recorded delivery the next day. After that phone call I waited at home all Friday and Saturday and no policies were delivered. They eventually were sent by normal delivery 7 days later. This is the first time I have been with your company and it does not give me any confidence. If you cannot even send my paperwork when promised what will happen if I have to call on you to make a claim.”

Helpful Report

Posted 7 years ago

Sorry to hear that. I will speak to your branch and ask them to look into this for you.

Posted 7 years ago

“...maybe I will see some changes to costumer care..”

Helpful Report

Posted 7 years ago

Sorry to hear this Mr Molcutescu. We will follow up with your branch and ask them to come back to you.

Posted 7 years ago

“I Have two policy's with you ! I wanted to put my son on the van insurance for a inestimable time , I was told that I would only have to pay for time that I wanted him on he policy , it cost me £ 175.00 He was only on the insurance for two months and I was only offered £60.00 NOT PLEASED”

Helpful Report

Posted 7 years ago

Dear Mr King, I have asked the branch to get in touch to see if we can resolve this matter. Thank you for your feedback and apologies that you've had this experience.

Posted 7 years ago

“I was asked for information about myself , driving licence number, etc when I took out insurance with you for the second time on my Mercedes. I also have my Camaro insured with you. I took 4 emails & several phone calls over a period of several weeks to various people,before somebody actually put my details on your data base. At least I assume that someone has finally entered the information, only because the phone calls from you have ceased. Despite the fact that I asked for a acknowledgement either by phone or email, on each occasion when I sent the information to say that you had received it. It would be good to speak to a senior member of your personnel to hear their views on the matter”

Helpful Report

Posted 7 years ago

Dear Mr Daniels. Very sorry to hear this. I have asked the branch manager to get in touch with you to see if we can rectify this.

Posted 7 years ago

“Had a bad experience when I brought a new car and needed to change my insurance over. Will be finding a new insurance company after my policy has finished.”

Helpful Report

Posted 7 years ago

Really sorry to hear that you had this experience. I am going to pass this feedback on to your branch and ask them to get in touch to see if they can rectify this for you.

Posted 7 years ago

“While the actual policy and price were reasonable, and the customer service over the phone was courteous, I was less than impressed that a policy confirmed on March 24th 2016, took until 16th May 2016 for the documentation to arrive, and then to get two identical sets of documents. As this was a car insurance policy it meant that an physical insurance certificate could not have been produced had it have been required. While I realise that the police, DVLA and insurance companies can check that a vehicle is properly insured, it is not quite the same feeling of security, not having the actual certificate to produce when necessary. This is the main reason for my poor scoring! Disappointing when compared to other policies I have with A-Plan.”

Helpful Report

Posted 7 years ago

Very sorry to hear that Mr Butler. I will certainly pass your feedback on to your branch. I will also ask your branch to give you a call to discuss this.

Posted 7 years ago

“I believed this was a large insurance company who would have access to a wide range of services. I was sold something that wasn't suitable for my needs and consequently paid over a hundred pounds for 21 days cover.”

Helpful Report

Posted 7 years ago

Dear Mrs Urry, we're looking into this for you at your branch. Apologies for the inconvenience and thank you for your valuable feedback.

Posted 7 years ago

“People are nice but are too expensive on renewal give us the same price if we have not made a claim”

Helpful Report

Posted 7 years ago

“After several years of friendly , helpful service I was moving house and renting for the first time so only needed contents insurance. I spoke to ' James ' who got thoroughly mixed up and didn't seem to know what he was talking about . He said , I seem to remember, that Towergate, a specialist park home insurer ,would keep charging me the same until next November when I could then have contents only . I tried to tell him it didn't work like that but got nowhere . Eventually after we had moved , I spoke to a lady who sorted things out but I had been refunded money which I had to send back to you . It was a mess . Although I am with you still , I won't be next year .”

Helpful Report

Posted 7 years ago

Hi Mr Colbourne. Sorry to hear about your experience. I am going to follow this up with your branch and let them know your feedback. Thank you for raising this with us.

Posted 7 years ago

“I was happy when I took out the policy but on calling your office with a view to change the registration on my vehicle I was told that there would be a £25 admin charge. The charge, as far as I can see, indicated on the policy is £10 it makes me ask if I would have been better going direct rather than through a broker? I think I'll keep with my old reg for now.”

Helpful Report

Posted 8 years ago

Dear Mr Moore, sorry to hear about your experience. I have spoken to your branch and asked them to get in touch to resolve this. Thank you for your feedback.

Posted 8 years ago

A-Plan Insurance is rated 4.7 based on 6,093 reviews