Autonet Insurance Reviews

Name: Autonet Insurance
Rating: 4.46

4.5 Rating 8,908 Reviews

90 %

of reviewers recommend Autonet Insurance

Company Reviews

Questions

Metrics

4.5

Based on 8,908 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	99%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.5 out of 5

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Phone:

08444 930 870

Location:

Nile Street, Stoke on Trent United Kingdom
ST6 2BA

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Anonymous

Anonymous // 01/01/2019

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

“Autonet took an extra £52 from my credit card after I had paid the premium amount requested, without explanation. I have just noticed it on my credit card account. I am now waiting to speak to them for justification.”

Helpful Report

Posted 6 years ago

Hi John, Thank you for taking the time to get in touch and let us know about this. The additional premium was charged due a claim that was added to you file which was not disclosed when your policy was purchased. A letter was sent to the email address we have on file to advise on this. I will arrange for one of my colleagues to get in touch with you and answer any questions you may have. Kind regards Nicola

Posted 6 years ago

“Resent being asked to pay another £15 to buy insurance over the phone. Did it on the internet only to be asked for documents, driving licence etc. Never been asked for these before. Still can't access my policy details. I've registered with my email address and password which has been accepted but haven't received an email to confirm this so can't activate my account. Was phoned and given a hard sell to get me to buy legal cover, not acceptable! All in all it's been a big pain.”

Helpful Report

Posted 6 years ago

Hi Pat, Thank you very much for taking the time to get in touch and let us know about your experience with Autonet, We are sorry to hear that you are not happy with all aspects of the service that you have received from us. In terms of the documentation that you were asked to provide; some of the insurers that we work with do request this. This helps us to reduce fraud across the industry. We have now noted that you do not want to receive any further marketing calls and have updated your record accordingly. In terms of the policy details that you are still outstanding, I will arrange for one of my colleagues to give you a call. Kind regards Nicola

Posted 6 years ago

“I Recently purchased a van insurance policy from autonet, at a very reasonable price, The problem is they have not sent me confirmation of the payment and most importantly they have not sent me confirmation of my insurance policy,, so needless to say I cannot drive my vehicle on the road until I know Get confirmation,, so if someone could arrange this I would be very grateful, thank you. paulgeorge74@hotmail.co.uk”

Helpful Report

Posted 6 years ago

Hi Paul, Thank you very much for your comments. We have looked into this and will arrange for someone to contact you on the email provided. Kind regards Nicola

Posted 6 years ago

“I took insurance from them on the 28th of April and I received a welcoming email, telling me they will send me shortly another email with the policy details. This is happening usually with all the companies. The only difference is that Autonet didn't send me that email but they started to chase me for my NCD proof, only 2-3 days after I took the cover. Any company should know it takes a few days to receive the NCD letter from the previous insurer, it's not, most of the times, a straight forward thing. And they've been chasing me for days and days, with emails and texts, telling me my policy will be cancelled, again, without them being bothered to sent me the policy details. When I've sent them the email with the NCD and explain them the situation, eventually, I've received my details, after a few good days but without any kind of explanation from them or an apology. My experience with the previous insurers was a bit different and I've started asking myself if it was a good idea to take insurance from Autonet. I hope the time will prove I was wrong but at the moment I am disappointed regarding this company.”

Helpful Report

Posted 6 years ago

Hi Tony, Thank you for taking the time to get in touch and bring this to our attention. We are sorry to hear that you are not happy with all aspects of the service that you have received so far. We place a great deal of importance on customer feedback and satisfaction and will ensure that your comments are looked into. Kind regards Nicola

Posted 6 years ago

“The operator called Martin on 09/05/17 offered to set my policy on the phone, but he never mentioned the it would cost me £15 to do it on the phone. That was a very unpleasant experience because I had planned to buy the policy online, which I did eventually, but as Martin offered his help, I agreed to let him do it for me, but he did not warn me about the extra fee for his help.”

Helpful Report

Posted 6 years ago

Hi Babak, Thank you very much for taking the time to review Autonet. For policies purchased over the phone, we do charge a £15 administration fee which was disclosed towards the beginning of the call. For policies purchased online, this fee is not applicable. If we can be of any further assistance, please let us know. Kind regards

Posted 6 years ago

“Easy to get a competitive quote but... Screen froze after providing card details so re-did it again and opted for direct debit this time and provided all details. Money was refunded back in 3 days so fine. I then received an email saying Direct debit wasn't setup and they needed the details which I provided. I also had a request to provide driver details and a copy of license which I did. They then emailed a week later for additional drivers details and the direct debit again. Finally I called them as I received a text asking for additional info. Customer service said they needed dd details as they didn't have them. I had received all info by post detailing payments etc and quoting the account number so this was nonsense. I think the policy is ok now but not having had any confirmation that all the info I sent was ok, I'm not sure. Good price and cover but very poor experience and hassle to actually validate the policy. If you've time then fine, but expect grief and be patient!”

Helpful Report

Posted 7 years ago

Hi Paul, Thank you for taking the time to get in touch and bring this to our attention. I will arrange for one of my colleagues to give you a call to clarify. Kind regards Nicola

Posted 7 years ago

“BEING A SENIOR CITIZEN I PHONED TO CHECK I HAD FILLED MY FORM IN O.K ONLINE AND WAS TOLD THAT HE COULD NOT HELP I EXPLAINED I WAS A O.A.P AND WOULD LIKE TO MAKE SURE AND I DONT THINK HE COULD BE BOTHERED.HE LOOKED IT UP EVENTUALLY AND SAID I HAD NOT PUT A REG NO IN AND I SHOULD GO BACK AND START AGAIN . I WENT AHEAD TO PROCESS THE MONEY THEN GOT ASK FOR THE REG NO. I THINK HE SHOULD HAVE SOME CUSTOMER RELATION LESSONS IT MAKES IT MUCH NICER IF SOMEONE IS KIND AND UNDERSTANDING TO YOU”

Helpful Report

Posted 7 years ago

Hi Susan, Thank you for your comments and taking the time to get in touch. We place a great deal of importance on customer feedback and have looked into this for you. Please accept our apologies as on this occasion, it appears that our agent was not as helpful as they could have been. This will be discussed with the individual involved so that we can improve the service that we offer in the future. One of my colleagues will be in touch to discuss your policy with you. Kind regards Nicola

Posted 7 years ago

“Was advised that car policy documents would come by email shortly after taking out policy online. However nothing came by email for 4 days, then docs came by post. This was a worrying time and there oddly there was no way to contact AutoNet electronically despite them being an online company. Then it wasn't possible to [Add] my policy to the web site portal. Another peculiar anachronism for an online company, it's odd that I am asked to ADD a policy to a website that should automatically have my policy details. Improvements needed in information and IT Mr S. Edwards”

Helpful Report

Posted 7 years ago

Dear Mr Edwards, Thank you very much for taking the time to get in touch and let us know about your experience with Autonet. We are sorry to hear that your documents did not arrive by email as expected and we are looking into why this may have been. Please accept our apologies for any confusion here. In terms of our online portal, this is something that we are looking into, with the aim of improving the overall service that we offer. To contact Autonet, we do have a dedicated Live Chat service that is available during our opening hours. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 7 years ago

“Spoke to one of your representives, very unhelp asked about diverence in excess he could not be bothered to look it up for me not service you expect or inspires convidence in your company.”

Helpful Report

Posted 7 years ago

Hi, Thank you for taking the time to get in touch. We are sorry to hear that you are not happy with the representative that you spoke to at Autonet. We place a great deal of importance on your feedback. If you would like us to look into this further, please can you get in touch via reviewsites@autonetinsurance.co.uk. If you include your contact details/ reference number we will be able to locate your file. Kind regards Nicola

Posted 7 years ago

“Additional charge made for named driver who has never had an accident because a named driver on her policy had an accicident 3 years ago. The application asks has the driver been involved in and accident. The answer is NO so no charge should be made. I look forward to any comments. If the charge is correct then the website needs changing to reflect the information you actually want.”

Helpful Report

Posted 7 years ago

Dear Mr Green, Thank you very much for taking the time to get in touch and bring this to our attention. We place a great deal of importance on customer satisfaction and are looking into this for you. One of my colleagues will be in touch accordingly. Kind regards Nicola

Posted 7 years ago

“Failed to contact me before the renewal - sent nothing through the post as had happened previously. Claim to have sent notice by email - not found - this resulted in my insurance rolling over. This meant a reasonable increase of £20 on the policy BUT they also decided to set up 10 payments over the year and added £30 admin and 20% for the service adding over £100 to annual bill. Now faced with 'lumping it' or paying £75 to exit. Looking at adding this car to another policy so I can cancel overwise I'll have to wait until 2017.”

Helpful Report

Posted 7 years ago

Dear Mr Anson, Thank you very much for taking the time to get in touch and let us know about your experience with Autonet. We are sorry to hear that you are not satisfied with all aspects of the service that you have received. For those customers who requested to be contacted by email, we have now moved to sending renewal invitations via email rather than through the post. On checking your file, we can see this was sent on 4th August. We will pass your comments on to the relevant department in relation to this. In terms of the monthly payments, the rate of interest payable is the same rate as last year. As an alternative, we can offer the option for you to pay the remaining balance, meaning that interest on the remaining balance would not be applicable. In addition, the fee that has been charged is a standard admin fee that is made on all renewals. If we can be of any further assistance, please let us know. Kind regards Nicola

Posted 7 years ago

“expencive gone up £70 for not having a claim will shop around next year”

Helpful Report

Posted 7 years ago

“am still waiting for my policy. 4th Aug I took out insurance and still haven't got it”

Helpful Report

Posted 7 years ago

Hi Christopher, Thank you very much for taking the time to get in touch. I can see that your documents were sent and am sorry to hear they did not arrive. I will arrange for one of my colleagues to re-send these for you. Kind regards Nicola

Posted 7 years ago

“Can you please send me my goods in transit cover policy! I have asked twice and the people who I do most of my work for have also asked! PLEASE SEND IT TO ME”

Helpful Report

Posted 7 years ago

“After signing up for car insurance I registered on the AutoNet site as instructed and created a login/password. An email was then received with an activation link. On clicking on the activation link I logged in using my newly created details and was presented with someone else's customer's account where I could view their policies which is quite a nasty breach of the data protection act. I also had issue with a past claim that I had incorrectly dated when editing the details in Go-Compare that they could not resolve themselves and stated I needed to get it clarified by my old insurance company which wasn't helpful at all. This bumped up my premium by almost £50. After speaking to them on the phone on both issues I decided to cancel the insurance on the same day for which I was charged £25 as a cancellation fee. I feel like I've been completely ripped off despite the fact I highlighted a clear data protection problem they have with their IT systems which could land them with a large fine if reported to the ICO. On the bright side the people I spoke to were friendly and not rude at all but ultimately had their hands tied on what they could do. In the end I went with a different insurance company for a slightly higher cost.”

Helpful Report

Posted 7 years ago

“Easy to get initial price from price comparison site, but not quick for everything else! Took forever to go through on the phone what I've already done online! Then I've got continual calls from Autonet to sell me other stuff and once put me on hold after being called by them!”

Helpful Report

Posted 7 years ago

“From my experience of the actual service hasn't been too bad, in fact the guys have been very good to talk to. However every time I have called them I have waited more than 20 minutes to answer the phone call, I had asked for a callback however that wasn't done either. I am a new customer and the experience has been poor so far.”

Helpful Report

Posted 7 years ago

Hi Rajesh, Thank you very much for taking the time to get in touch and bring this to our attention. I'm sorry to hear that you are not happy with all aspects of the service that you received. We place a great deal of importance on customer satisfaction and I will pass your comments on to the relevant department to look into. Kind regards Nicola

Posted 7 years ago

“It's been 21 days since I took out insurance paided £5 extra to get paperwork sent through the post still not received emailed them said it had been posted ?? Where's it coming from China”

Helpful Report

Posted 7 years ago

Hi Ben, Thank you very much for your comments. Please accept our apologies for any delay in receiving your documents. I can see these were originally sent out when the policy was set up and were re-sent on Friday for you. If the new documents do not arrive, please let us know and we will look into this. Kind regards Nicola

Posted 7 years ago

“The initial contact when taking out the household policy was handled with speed and courtesy,The only concern was being asked for an extra £5 to send documents in the post,,no other company has this charge,Anyway I paid,and what I received in the post was just a document outlaying what i had paid and who the broker was,,,there was no Document book as detailed in the letter. I contacted by telephone again,to be told was an error and one would be sent,,a week later it did not arrive,,,I have contacted them again asking for this booklet and to date I am still waiting,,that is now approx 3 weeks. This is not the way one would expect to be treated by a company who say they are customer attentive, I do not expect a reply to these comments but anyone who reads this,please make sure you get all the documents required to cover your needs. Thank you.”

Helpful Report

Posted 7 years ago

Hi James, Thank you very much for taking the time to get in touch and bring this to our attention. Please accept our apologies for any delay in receiving your documents. I can see that your documents were re-sent on 6th July, so should be on the way to you. I will pass your comments on to our Household team to look into this for you. Kind regards Nicola

Posted 7 years ago

“Cheapest price, Confusing website, requests galore. Want proof of everything even driving license to check with DVLA. Been driving for 25+ years, never been asked for driving license details before? e-mails back and forth for a week, dread to think what will happen if i have a smack in the car??”

Helpful Report

Posted 7 years ago

Hi, Thank you very much for taking the time to get in touch and for your comments. We are pleased to hear that you are happy with the price. In terms of your comments about the driving license checks, some of the insurers that we work with request that we keep copies of these on file. This helps us to work with our insurer partners and to reduce fraud across the industry. I'm sorry to hear that it took some for us to receive your documents though. We take your feedbag seriously. If you would like us to look into this, you can contact me at reviewsites.co.uk. If you include your reference number and your contact details, I will be able to locate your file. Kind regards Nicola

Posted 7 years ago

Autonet Insurance is rated 4.5 based on 8,908 reviews