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Autonet Insurance Reviews

4.5 Rating 8,909 Reviews
90 %
of reviewers recommend Autonet Insurance
Company Reviews Questions Metrics
4.5
Based on 8,909 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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Adam
Verified Reviewer
“CONSUMER WARNING!!!!! I have been trying to cancel this policy for over a week but it seems impossible. I called Autonet insurance last Wednesday 18th of September 2019 6 times and wires over 30 minutes on hold to they can elations team. I finally got through to an agent who advised that she cannot cancel the policy and all the cancellations team are busy. She advised that she will pass it through to a supervisor who will call me back before 7pm. They never called me back. On Friday 19th September 2019 I tried to call them again numerous times spending hours on hold and never got connected. I looked at TrustPilot to find that a lot of people were having the same issue so i sent the following email. Hi I have been trying to contact you since Wednesday last week. You have promised multiple times to call me back and failed. I would like you to call me and cancel my policy ASAP before I have no choice but to review my experience publicly. Thanks Adam There response was as follows: Thank you for that information and I have passed on your details so you should receive a call back shortly. I want to make you aware that we have a different postcode for you, so you will need to provide the address we hold on file to the agent that calls you to pass data protection. I then received a call 4 hours later from autonets cancellation team. The advisor confirmed to me that the policy was now canceled. GREAT FINALLY! Then 1 week later I receive the following letter via the post from Autonet: We refer to your goods/commercial vehicles policy and your recent call to Autonet regarding the cancellation of this insurance. As the full cancellation procedure has not been completed we can confirm your policy is active. If you wish to discuss further please contact our office. Assuring you of our best attention at all times. WHAT? So back to square one, I call and sit on hold for 30 minutes to the cancellation team. I then connect at the point I start writing this review. But no one speaks. I can hear their staff in the back ground talking about the weekend and how pleased they are that it’s Friday. In fact I am still connected and can still hear them having a knees up now 34 minutes and 12 seconds later. I MEAN WHAT IS THE AGENT DOING? I have recorded all the background chatter. I wonder if their supervisor will be interested in hearing it? APPARENTLY AT THE MOMENT THEY ARE READING EACH OTHERS EMAILS. I wonder if they are going to cancel my policy down. I have had no choice but to cancel my direct debit but I would really like to get the policy cancelled officially. Policy reference number: 2601603/10/a7T I’m going to hang up on them now all the singing from the staff in the back ground is not even in tune.”
Helpful Report
Posted 4 years ago
Juliet
Verified Reviewer
“They renewed my insurance charging me a higher premium than I was paying previously. I called and cancelled that one, a new one was arranged but I was charged £40 for cancellation after only 3 days of being insured. I think this is a rip off and I am not happy about it especially after giving you custom for a year. I was also left holding for a very long time, at one point I was told to hold but rudely cut off. Awful experience.”
Helpful Report
Posted 4 years ago
Hi Juliet, Thank you very much for taking the time to get in touch. We place a great deal of importance on customer satisfaction and would like to look into this for you. I have passed your complaint on to our customer service team and someone will be in touch shortly. Kind regards Mollie
Posted 4 years ago
Harold Duckworth
Verified Buyer
“Charged £79 admin to cancel a policy!! I had to change my vehicle and Autonet quote was far to high so I requested my policy be cancelled. The cowboys charged me £79 just to click on the policy and cancel it!!!!!”
Helpful Report
Posted 4 years ago
Hi Harold, Thank you very much for taking the time to get in touch. We place a great deal of importance on customer satisfaction and would like to look into this for you. I have passed your complaint on to our customer service team and someone will be in touch shortly. Kind regards Carly
Posted 4 years ago
Chris
Verified Reviewer
“BEWARE !!!! , customer service is a joke , you can never get through to someone on the phone , they have doubled there quote from last year !!, i found my insurance £210 cheaper , they charge you for every little amendment , and if you change your vehicle mid term WOW be prepared !! , they try and get you to cancel and re-insure , WOULD NEVER EVER USE AGIAN !!!!, YOU HAVE BEEN WARNED !!.”
Helpful Report
Posted 4 years ago
Hi Chris, Thank you very much for taking the time to get in touch. We place a great deal of importance on customer satisfaction and would like to look into this for you. I have passed your complaint on to our customer service team and someone will be in touch shortly. Kind regards Mollie
Posted 4 years ago
Anonymous
Verified Reviewer
“Best priced with full cover on my van insurance”
Helpful Report
Posted 4 years ago
Hi, Thank you for letting us know you found the price competitive. Kind regards Mollie
Posted 4 years ago
Anonymous
Unverified Reviewer
“If I could give a negative score I would have . Dreadful service . Credit searches where unnecessary , charging far too much for cancellation of monthly payment when I got a new vehicle . Strongly recommend to anyone thinking of using this ' service ' . Don't .”
Helpful Report
Posted 4 years ago
Hi, Thank you very much for taking the time to get in touch. We place a great deal of importance on customer satisfaction and would like to look into this for you. Unfortunately we do not have enough information included on your review to locate your file. 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 and a short summary, we will be able to locate your file. Kind regards Mollie
Posted 4 years ago
Kim Gibbard
Unverified Reviewer
“Saying I have a claim when I’ve just checked and it was a notification only! Then charged me £25 to tell me that”
Helpful Report
Posted 4 years ago
Hi Kim, Thank you very much for taking the time to get in touch. We place a great deal of importance on customer satisfaction and would like to look into this for you. Unfortunately we do not have enough information included on your review to locate your file. 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 and a short summary, we will be able to locate your file. Kind regards Mollie
Posted 4 years ago
Gam
Verified Reviewer
“I recently bought a car insurance from the Autonet through online compare websites. I went with a slightly expensive quotation as it covered few more services. However, after few minutes , I get a letter again through the email stating that an additional premium has been added for an incident happened in 2017. My previous insurer didn't have any issues with this because I had the NCD from my previous years and had no records of any claims made. Spoken to online advisor Steven, he asked me to speak to ESURE also and forward their confirmation. I did all the documentation and even forwarded esure's email. But, now Steven and all parties have completely vanished. No reply, no response at all. AFTER PROVIDING ALL THE NCD DOCUMENTS, I STILL GETS ADDITONALLY CHARGED AND NOW THEY DON'T REPLY TO YOUR EMAIL REQUESTS ALSO.”
Helpful Report
Posted 4 years ago
Hi, Thank you for taking the time to get in touch and we are sorry to hear that you are unhappy with the service. I have passed your details on to our Customer Service Team and someone will call you back shortly. Kind regards Mollie
Posted 4 years ago
Anonymous
Verified Buyer
“Charging £70 to cancel a policy which had only been active for a week then added an additional £100 for charging of having the policy in the first place baring in mind I had already paid this months instalement, won’t be using this company again”
Helpful Report
Posted 4 years ago
Hi, Thank you for taking the time to get in touch and we are sorry to hear that you are unhappy with the service. I have passed your details on to our Customer Service Team and someone will call you back shortly. Kind regards Mollie
Posted 4 years ago
Anonymous
Verified Reviewer
“Autonet are a diabolical company, I wish I had known how bad they were before I took out an insurance with them. I took out a fully comp and protected policy, a deer ran into the front side of my van I phoned the brake down company and they came and got me and took my van to the garage a mile away from my house, that was over a week ago they haven't even started the repairs at the garage as autonets underwriters are quibbling over how much they want to pay on hour to the garage, they want to take it to another garage that charges less per hour. the garage the brake down company took me to is the garage I get my van serviced and mot at. I've had to hire a van which the insurance company are paying for, but while they are quibbling over the amount per hour that the garage charges I'm going to have to hire the van for even longer as my van hasn't even been started. BUT THE BIGGEST P**S TAKE OF ALL IS THAT THEY HAVE SIDE I SHOULD PAY THE DIFFERANCE BETWEEN WHAT THE GARAGE CHARGE AN HOUR AND WHAT THEY WANT TO PAY PER HOUR. what is the point of having insurance if you have to pay for it yourself, surely that makes the insurance company not fit for purpose. the customer service has been appalling I've been passed from one person to another having to go over everything again and again, and I was told today that a manager would phone me back today, IT NEVER HAPPENED, ANOTHER EMPTY PROMISE BY AUTONET. I will phone Autonet again and if I still don't get any help then my next move will be to contact the motor insurance ombudsman. I WILL NEVER GO WITH AUTONET AGAIN.”
Helpful Report
Posted 4 years ago
Hi, Thank you for taking the time to get in touch and we are sorry to hear that you are unhappy with the service. I have passed your details on to our complaints team and someone will call you back shortly. Kind regards Mollie
Posted 4 years ago
Clare Baker
Verified Buyer
“AVOID Appaling customer service would not use again or recommend don't seem to have any customer service or people skills then try and get more money from you, Too stressful and problems since day 1”
Helpful Report
Posted 4 years ago
Hi Clare, Thank you for taking the time to get in touch and I am sorry to hear that you are unhappy with the service from Autonet. I have passed your information to our Customer Services team and someone will be in touch. Kind Regards Carly
Posted 4 years ago
Anonymous
Verified Buyer
“Found Autonet on comparison website, initial quote seemed reasonable, completed the on line form (late evening) after completing I remembered a Non Fault accident ( I was rear ended while sitting at traffic lights) which I thought may still be under the 5 year declaration, I called auto net next day to advise and asked if they could confirm this for me, was told that they could not check that information??? what about CUE ( Claims and Underwritting Exchange) i would have to contact previous Insurer (Police Mutual) I did os the following day and had it confirmed the date of the incident was still under 5 yrs, went back on line and amended the information. Paid the Quote in full, which incidentally had now gone up from £329 to £397 due to the addition of a NON FAULT incident????? how does that work?? received paperwork 2 days later stating that using CUE (that thing that couldn't check earlier!!) I had not declared an incident and therefore there was an additional £79 + £15 Admin fee to pay, Again contacted Autonet to be told an claim logged by Aviva some 4yrs earlier? but I have never been an Aviva customer!! as far as I know. So I contacted Aviva and sure enough some 4yrs ago while driving to work a deer shot out in front of me causing slight damage to front end, I contacted my insurance at the time and although I made no claim and repaired the damage myself they still logged it as a claim??????? Has the world gone NUTZ or what, anyhow AUTONET are using this to extort more money, so I done the decent thing and cancelled it a whole 2 days later and was charged over £70 pounds by Autonet!! just rip off merchants who will use and distort information anyway they can to extort more money from honest customers, I did not intentionally leave out that information but common sense tells me that if I DID NoT submit a claim to my Insurers for repairs to my car then how can they logged it as a claim????? rip off Britain indeed and Autonet are taking full advantage of it. And to cap it all off Autonet responded to my negative comments on Trustpilot and their solution was for me to contact them via this portal!! a review site not an Autonet customer service email address!! a review site, what a joke you lot are!!!!!”
Helpful Report
Posted 4 years ago
Hi, Thank you for your comments and I am sorry to hear that you are unhappy with the customer service you have received. I can see from your file that this has already been passed to our Complaints team and someone will be in touch. Kind Regards Carly
Posted 4 years ago
Stephen
Verified Buyer
“Havent had car insurance with autonet since April they i have no direct debit set up with them and they went into my bank and helped them self to £155.68p disgrace and forwarded to fraud team as the man i spoke to on the phone was so rude about it”
Helpful Report
Posted 4 years ago
Hi, Thank you for taking the time to get in touch and we are sorry to hear that you are unhappy with the service from Autonet. I have passed your details on to our Customer Services team and someone will be in touch. Kind Regards Carly
Posted 4 years ago
Anonymous
Unverified Reviewer
“Appalling correspondence. Kept receiving emails from them requesting additional information AFTER initial policy form was filled out. More than once, from more than one email address which apparently you either couldn't send to, or wouldn't get a response from. Despite sending the information required, time and again they kept emailing me for yet more information, yet adding more charges for this and that. Oh and always saying if not they will cancel the policy within 3 days, then 7 days, then 3 more... Had a mind to cancel but coincidentally it was the 15th day today so just outside the cool down period...... The cover is not just for myself so have resigned to stick with this company's policy. It would have been far, far better if they had just made a list of what they required from me, so that I could provide it in one go, instead of all this back-and-forth, back-and-forth and adding abit more money here and there. Things got somewhat cleared up but only by phone. That's if you can get through during office hours, not what is advertised on google. Cheaper is not always better.”
Helpful Report
Posted 4 years ago
Hi, Thank you very much for taking the time to get in touch. We place a great deal of importance on customer satisfaction and would like to look into this for you. Unfortunately we do not have enough information included on your review to locate your file. 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 and a short summary, we will be able to locate your file. Kind regards Carly
Posted 4 years ago
Anonymous
Verified Buyer
“Ripped me off Have 5 years no claims they say it’s expired so cancelled my policy because I wouldn’t pay the extra £600 they wanted and charged me £50 I only took out the insurance two days before and they were highly recommended complete rip off merchants Admiral was cheaper and no claims expire after 3 years Autonet need to review and be fair with there customers”
Helpful Report
Posted 4 years ago
Hi, Thank you very much for taking the time to get in touch and we are sorry to hear that you are unhappy with the service you have received. I have passed to our customer service department and someone will be in touch with you shortly. Kind regards Mollie
Posted 4 years ago
Anonymous
Verified Buyer
“Easy to deal with”
Helpful Report
Posted 4 years ago
Hi, Thank you for the comments, we are pleased to hear you found the process easy to complete. Kind regards Mollie
Posted 4 years ago
Anonymous
Unverified Reviewer
“I tried to cancel a policy the same day it started, autonet said they would charge me £50 so best to keep and transfer it to a new vehicle. Called them to change the details and they said that this would now cost me £72. Looked at the online quote for the same vehicle which was actually £45 cheaper! I have now spent over an hour on the phone with them trying to rectify this and they are still trying to charge me more for a cheaper policy.”
Helpful Report
Posted 4 years ago
Hi, Thank you very much for taking the time to get in touch. We place a great deal of importance on customer satisfaction and would like to look into this for you. Unfortunately we do not have enough information included on your review to locate your file. 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 and a short summary, we will be able to locate your file. Kind regards Mollie
Posted 4 years ago
Nick Rees
Verified Buyer
“STEER CLEAR OF THIS COMPANY. TO CHARGE £80 TO CANCEL A POLICY IS DISGUSTING AND DISGRACEFUL. I SHALL BE WRITING TO MY MP, THIS SHOULD BE ILLEGAL.”
Helpful Report
Posted 4 years ago
Hi Nick, Thank you for taking the time to get in touch and I am sorry to hear that you are unhappy. I have looked into your file and I can see that this has already been sent to our Complaints team who are now dealing with this. Kind regards Mollie
Posted 4 years ago
Anonymous
Verified Buyer
“Increased my premium because my partner was driven into and called this a fault claim when in fact no claim was ever made in this case. Increased the direct debit without consent stating authority to do this is automatic because it's under 100 pounds! Beware of hidden adjustments!”
Helpful Report
Posted 5 years ago
Hi, Thank you very much for taking the time to get in touch. We place a great deal of importance on customer satisfaction and would like to look into this for you. I have passed your details on to our Customer Services Department and someone will be in touch shortly. Kind regards Mollie
Posted 5 years ago
Anonymous
Unverified Reviewer
“They give u a cheap quote on comparison web site Then when u go to pay for policy they give u number to call If u don’t call they call u day later go through details again and give u higher quote was of time for everyone”
Helpful Report
Posted 5 years ago
Hi, Thank you very much for taking the time to get in touch. We place a great deal of importance on customer satisfaction and would like to look into this for you. Unfortunately we do not have enough information included on your review to locate your file. 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 and a short summary, we will be able to locate Kind regards Mollie
Posted 5 years ago
Autonet Insurance is rated 4.5 based on 8,909 reviews
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