“I have been very happy with Castle however i have not ever made a claim for house insurance but the thing that annoys me is when i am due to renew they always give me a hiked price which annoys me when i am renewing,, and when i complain most of the time they will drop the new price to get my business, the ones who do not i go elsewhere. J.J.”
“Tried to register online,to upgrade my policy, their registration site would not accept my
policy number or the renewal policy number, so i phoned them.
The person who answered tried to register my details but had the same results as i did
she the asked her college for advice a few minuets later she said that i had to purchase
the renewal policy so that i could register it. NOT BEING STUPID i asked if i PURCHASED the policy with the same number and registered it would it work ?. she replied yes,
Again NOT BEING STUPID i said i already have a policy with a number with castle why dose that not register ? her reply, i don't know. QUESTION ? how do you know the renewal policy number will work. reply i don't.
CASTLE COVER you need to get your act together, get your registration site working so that policy holders CAN access it and your customer services Know what they are talking
about.”
“Had to try too many times to pay by phone. Tried on line but kept coming up against errors. Eventually paid by cheque, would have been helpful to have a payment slip with original paperwork.”
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
“There have been considerable delays in getting hard copy paperwork to me of over 10 working days - this is totally unacceptable and have raised this with Castle Cover and they blamed Royal Mail !! . I was also badly misquoted on the initial quote offer for rental property by over £80 and had I not queried this and had a revised telphone quote Castle would have lost the business. The staff member handling this apologised for the obvious mistake.”
“Someone needs to get your telephone system sorted quick called on monday 20 minutes wait to get an answer.
This must be costing you business because if i was not an exsisting customer i would just have put the phone down
Also your emplyees dont appear to takie any notice when you do complain”
“I haven't recently purchased home insurance from you and it isn't due for renewal until 6 April. I am not sure I will be renewing with you as the cost of paying monthly is to high. As a pensioner I am looking to reduce costs not increase them. Other companies don't charge for this .
Jennifer Jones”
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
“Castle Cover is as most insurers unfortunately are. Every year the policy goes up in price, regardless if you'd made a claim or not. I actually made a claim last year and was told I was covered for the damage.....only to be told on the day of the repair, it would cost me £300. I carried out the repair myself costing £50.
Dog barking yourself.”
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
“always found you very good, (house contence ins.) But i have to say that i was waiting on the phone for 31 minutes last week, then gave up. 20 mins. later i got connected within 2 mins. i told the girl on the phone and by her voice i dont think she believed me.”
“The one criticism I have is, during a telephone conversation when I had contacted you to correct a couple of items in the Statement of Fact sheet about the insured home, the young lady could not tell me why it says 'Percentage of Flat Roof - up to 33%'. I informed her that I did not have any flat roof at all and she said that that is how it is in the system. I really do not understand why it cannot be entered on the system that I do not have a flat roof. Perhaps you can explain please?”
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 think I should discuss my needs in more detail the next time I review. My circumstances don't change much from year to year but there are matters such as home security, outside buildings etc that maybe I should raise.”
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
Thank you for your comments if you would like to contact our Customer Service Team they will be able to discuss this with you. Kind regards Castle Cover Team
