“Absolutely appalling company with a very poor customer service. Expect the worst if you ever have to make a claim, I have first hand experience of this. They will try every trick in the book not to pay out. I had roof damage caused by probably the strongest winds for years, described as a Hurricane, Castle employed a 'surveyor' who described the damage as 'wear and tear' and not caused by the 60mph winds! Be warned, do not use CASTLE INSURANCE.”
“Had a very bad experience with a water supply leak. Initially I was informed that I was covered then when another leak appeared in the same place told me I was not covered.
Not happy with the lack of communication.
Much more I could mention.
Would not recommend this company”
“Absolute disgrace, didn't send a letter or email to say insurance had gone up by £200, you are thieving scum bags and you will be getting reported. Please no one use this company”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“Warning to others DONT pay by annual direct debit if you find a better quote for the next year and don't tell them they automatically take their fee which will be higher than the previous year and then charge you £50 to cancel plus the number of days the policy has been in date before you realise you are paying 2 insurance policies. Nothing you can do hard way to learn, so be warned feels like sharp practice to me. I did try to argue the toss but to no avail, made me feel that I was trying to not pay insurance which I found rather insulting as I have never been without insurance. So I wont be using them again for any insurances.”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“very poor shoddy customer service no renewl docs sent price up by 100percent from last year. on phone and all they say is sent by e mail and letter posted obviously not.then they have the cheek to charge you 50 quid to try and cancell and then ask for a months payment as well dont think so me self .will never use again and will be reporting them to fso for bad practice and also insurance body”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“Staff have no attitude towards helping , are rude and have no customer interest. Staff do nothing to help and have an attitude of take your business elsewhere if you don't like what I say. Bad customer service”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“can find more excuses not to pay a claim than you can think of.that is not covered
despite saying that i wanted full cover.would never insure with them again.”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“Had 2 cars insured with them, but didn't receive a reminder for either! Only
Found I wasn't insured by pure luck!found out I wasn't insured by pure luck!”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“I was in a queue on the phone for over an hour. I eventually hung up and rang again immediately. It was answered quickly this time and the girl was very pleasant and efficient. I have marked It as very poor due to my initial experience.”
“2nd night of no heating or hot water no engineer insight so much for 24/7 emergency home cover.
Their advice: go and buy electrical heaters if you want warmth”
“Well castle cover doesn't cover overnight. Be warned if you have a problem after 5 pm they won't do anything until the next day. My family have been in a house with no heating or hot water overnight when it's below freezing. Very poor service.”
“You only sent one postal reminder - no follow-up.
I spent 20 minutes, on 2 separate calls, listening to your moronic music while nobody answered the phone. Eventually I found a different number on the website and got answered within a minute, very satisfactorily, by someone called Ben (I think).
I then tried to find out how to register my house insurance for online action, specifically in the hope of linking it to my car insurance which I had previously registered. This involved talking to 3 different people, and I'm still not sure if I got the right advice.”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“I refer to my telephone conversation today, when I cancelled my car insurance due on 22nd February. This was because It had gone up very considerably in price. I have now insured with another company.”
“My experience with the people at Castle cover has been excellent, everyone I spoke with was really friendly and very helpful. Although I accepted and paid for the insurance, I had to cancel the cover before the policy began due to a change in my details ( which was my error ). My problem is that I was promised a refund straight away and that the money would hit my account in 72 hours. It didn't and it still hasn't despite a follow up call. It's a real shame I'm having this problem as I thought they were a genuinely good company.”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“You quoted more than double the premium for renewal and I got nowhere when I called you about it. I therefore cancelled the policy and went elsewhere.”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“You gave me a quote which I paid then you wrote back saying my fault claims were wrong I had one in the last 5 years but I had put down 2 so I took one off and they said I owe a extra 90 pound I could not get it through to the thick people at Castle that it should be cheaper not dearer so I told them to cancel and they charged me 25 pounds to cancel so I had no choice etc any way went to another company with the right fault claim and it was cheaper so be very careful with castle worse I've dealt with in 35 years complete thick heads.”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
Hi, thank you for your comment. If you would like to discuss your comment with a member of our Customer Service team please contact us on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
“My policy came to the end several days ago and I moved to another broker for the new policy 2015-2016. I requested my no claim discount document. First of all, they said that it could only be uploaded to my portal which can't be accessed after my policy expired. They then said that it would take up to 7-10 days to get the document sent to me by email and by post.
I wondered how other companies can send such a document by email within an hour or so whilst CC needs such a long time to prepare such a simply document. In addition the customer service team was rather arrogant, pushing and ignorant.”
Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The Castle Cover Team
