“Was happy with service to start with, uploaded forms as requested. That's when it all went down hill. Answered all the questions truthfully, both on line and over the phone. The only problem is the telephone sales assume joe public know all the ins and outs of insurance. Poor wording to driving licence info in welcome letter, again did as instructed as per letter. 5 days later get email saying 2 of the 3 documents not acceptable. After a 20 minute phone call, on premium rate number. The policy ended up costing £56 extra, due to their incompetence. Not happy to say the least.
Very poor customer service. Not impressed, unlikely to use in future.”
Hello Kevin. Thank you for your feed back it is important to us. I have asked our complaints team to look into your comments and come back to you. Regards Samantha Complete Bike Cover.
“its good but iv'e had a few emails saying my proof of licence isn't quite right and then it wont let me re send my copy of my licence which is annoying so the instructions aren't very clear on what I should do.”
Hello Ben. It's Samantha here from Complete Bike Cover. Thank you for your feedback it's important to us. I have asked one of our senior team to contact you to assist with your concerns.
“Inaccurate info on web portal on completion of purchase (asked for driving licence counterpart which no longer exists). Despite saying they'd be happy to verify my NCB over phone with current insurer they rudely point-blank refused to do so and would not accept my renewal letter as proof. Insisted I get a special letter from current insurer which current insurer would only issue after my policy ended and complete cover refused to provide my docs till after they received the letter so I only got insurance certificate etc a week after the policy started and only because I chased them to get it. Had trouble uploading somce docs to portal because it refused to accept pdf (although did previously) but eventually succeeded with jpg. So although the price is very competitive the website has outdated info and some customer service very rude. Others I spoke to to get the docs were quite helpful so I guess just some bad apples amongst them! I did see the same price (from same underwriter) from other sites/brokers so in future I'd probably buy from somebody else in the hope of less hassle than this, as rather stressful fighting an uphill battle just to get insurance confirmed.”
Hello Richard, it's Jonathan here from Complete Cover Group. I believe that my colleague Samantha has already spoken with you and matters are in hand but I wanted to say thanks for taking the time to give us such valuable and insightful feedback.
We're aware that the Complete Cover FAQ pages need some updating following the recent DVLA changes and these are currently being worked on. Our customer documentation and staff training manuals have already been changed to reflect the new requirements.
We will review all of the comments you've made in order to improve the service we provide to you and our other customers.
Thank you again.