Name: One Call Insurance
Address: First Point, Balby Carr Bank,, First Point, Balby Carr Bank,, Doncaster
Rating: 4.63

“I could not get through and was No 23. As I was at work I cannot stay long on my personnel phone therefore found this frustrating. Then I contacted the Live Chat , got what I wanted but far too long on doing this, lost a bit of time with personnel work. Last thing is that the Admin cost to change things is I think is excessive for a few details. It would be easier if we could ourselves make changes online with a smaller cost to amend by yourselves. Doing this would elevate waiting time on ONE-CALL to answer. These are only my opinions as I very happy with ONE-CALL and would rate them for Insurance to anyone. This review is only for a recent change I made to my policy.”

Helpful Report

Posted 7 years ago

"Hi I’m very sorry to see you taking the time out of your day to express your dissatisfaction in relation to the service you have received I would like to thank you at the same time as we require feedback good or bad. If you could please edit your review to contain either your reference number or policy number I will be more than willing to take the time to look into this for you and will address the area of concern correctly and promptly in order for us improve. Kind Regards Daniel (DP4) "

Posted 7 years ago

“when I took out a new policy on line I entered every detail asked for INCLUDING drivers license details and number, after the policy details were downloaded all was in order and I was satisfied with the service Then a week later I RECEIVED A LETTER TELLING ME THAT I NEEDED TO SUPPLY MY DRIVING LICENSE DETAILS, Rather than argue the point that I had already given these details on my original application for cover, I simply sent the details again, I received a thank you email, saying that if all was in order I need do nothing more, than another email telling me everything was in order nothing more required from me, THEN a week or so later, another letter telling me I needed to supply my driving license details AND my national insurance number and failing to do so would cause my cover to be cancelled, To say I was upset would be an understatement, I telephoned One Call to complain, And was told to forget the letter they had all the details I needed, What concerns me is that if I was away on our touring holiday inthe car my insurance could have been cancelledeand I would not even have known, I have since spoken to two other policy holders with One Call, and both had the same comment The premium was very competitive but the communication admin is pathetic”

Helpful Report

Posted 7 years ago

"Hi I’m very sorry to see you taking the time out of your day to express your dissatisfaction in relation to the service you have received I would like to thank you at the same time as we require feedback good or bad. If you could please edit your review to contain either your reference number or policy number I will be more than willing to take the time to look into this for you and will address the area of concern correctly and promptly in order for us improve. Kind Regards Daniel (DP4) "

Posted 7 years ago

“Trouble forwarding driving licence and Nat Ins No.to you. After receiving two letters requesting them or Vehicle Insurance would be cancelled, i telephoned One Call only to be told they had already received them. Was pleased with call operator who was very helpful and informed me they already had my details. Now satisfied, but will have to give some thought as to whether i will take out vehicle insurance with One Call in the future.”

Helpful Report

Posted 7 years ago

"Hi I’m very sorry to see you taking the time out of your day to express your dissatisfaction in relation to the service you have received I would like to thank you at the same time as we require feedback good or bad. If you could please edit your review to contain either your reference number or policy number I will be more than willing to take the time to look into this for you and will address the area of concern correctly and promptly in order for us improve. Kind Regards Daniel (DP4) "

Posted 7 years ago

“phoned up one call on the 27th march to update mistakes in my application for car insurance, as expected i was told there will be an increase in the costs. which i accept. but she refused to give the difference in price until the 28th which is the day my insurance starts. this means that if i can not afford the difference they can charge me a lot more to cancel the insurance, i think this was a ploy to get me trapped in the policy once the insurance starts,, the records have not been updated , i have downloaded the proposal form from their website vault and none of the details had been changed , even though they have taken out the £39 fee for changing the records, i am loosing trust in this firm, how can they not update the files details or give me the increase in prices ? i am also registered disabled, even though i have never applied for the blue badge, even though it needs to be on the files it says that im not registered disabled but it also says i am disabled , it also looks like they have not received my proof of ncb as it says that previous insurer is unknown, and i uploaded the files twice to their vault as soon as i payed for the insurance and received the emails on the 24th march i have never had these problems in all the years i have been driving , every other company has always been able to do these things”

Helpful Report

Posted 7 years ago

"Hi I’m very sorry to see you taking the time out of your day to express your dissatisfaction in relation to the service you have received I would like to thank you at the same time as we require feedback good or bad. If you could please edit your review to contain either your reference number or policy number I will be more than willing to take the time to look into this for you and will address the area of concern correctly and promptly in order for us improve. Kind Regards Daniel (DP4) "

Posted 7 years ago

“Poor communication with your staff on several occasions, and still told that I had done wrong when later told by a member of staff it was a member of staff who made the mistake. I then received a letter claiming my insurance was going to be cancelled after your team of staff on many occasions had told me they would finalise and sort everything for me. I was also told and made out as liar by a member of staff had said I had not contacted you about my insurance which later on record showed that I had, your colleague had not not put any notes on this system therefore what they said what was going to be sorted out for me was not. I am very upset and angry with the service I received And after all of this I still had to call back to check there progress as nobody contacted me back when they said they would call me that day. I also have a good idea for your company name 50 call direct not one call direct , many thanks”

Helpful Report

Posted 7 years ago

"Hi I’m very sorry to see you taking the time out of your day to express your dissatisfaction in relation to the service you have received I would like to thank you at the same time as we require feedback good or bad. If you could please edit your review to contain either your reference number or policy number I will be more than willing to take the time to look into this for you and will address the area of concern correctly and promptly in order for us improve. Kind Regards Daniel (DP4) "

Posted 7 years ago

“I Called With Reference to my Wife's Car Insurance .The lady code name rk4 was exceptional.Thankyou.Terry Foot”

Helpful Report

Posted 7 years ago

"Hi Thank you for taking the time to review our service we do appreciate your feedback. Can you confirm the star amount as this does not seem to match your comments Kind Regards Daniel (DP4) "

Posted 7 years ago

“The person that took the call was great friendly and helpful however, an Increase on price for a change to a smaller car when on confused it's much lower than my current car. Been with you for years and it just seems like an excuse to put the price up! Plus £15 admin fee. I will look at cancelling. Shame as I was on a good monthly deal.”

Helpful Report

Posted 7 years ago

"Hello Thank you for your review of our service. I apologise that you are unhappy with the service received from us and thank you for bringing this to our attention it is only with your feedback that we are able to learn and improve on this. If you could take the time to edit your review to contain either your policy number or reference number I will look in to this for you to see if I am able to help in resolving your dissatisfaction. Kind Regards Daniel (DP4)"

Posted 7 years ago

“Would prefer to speak on the telephone with a real person. Tried this but every time was told that the operators were extremely busy and would have to wait in a queue. I was number 17 in the queue which I just don't have the time for. I cannot understand why I was charged £39 just to change my vehicle details on my existing policy.”

Helpful Report

Posted 7 years ago

"Hi I’m very sorry to see you taking the time out of your day to express your dissatisfaction in relation to the service you have received I would like to thank you at the same time as we require feedback good or bad. I will be taking the time to look into this for you and will address the area of concern correctly and promptly in order for us improve. Kind Regards Daniel (DP4) "

Posted 7 years ago

“I spent an hour on live chathere this morning trying to sort out my insurance with you. Thought it was sorted then received an email saying my insurance is being canceled if I didn't provide the info . I did that this morning and also agreed to pay an extra £89 to have less excess to pay.how can you take money off me for this if you are going to cancel my car insurance. I have tried ringing several times but couldn't get through, so I waited in a queue with 14 people for a live chat only to receive this email. I explained that I need to change the address on my driving licence so my national insurance number was used to verify my address and who I was. Dvla check code is MJNYBMTF but it's in my old address of 3 Bella's close Malvern Worcestershire Wr142LB. Can you let me know this is sorted pleasexual. Linda Berrow”

Helpful Report

Posted 7 years ago

"HI, Thank you for taking the time to review our service. Whilst we are always disappointed when customers feel they had a poor experience, their feedback (good and bad) is what helps us learn, grow and improve. Would it be possible for you to reply or edit your review to include your policy number or reference number so I may look in to this for you please? Kind Regards Daniel (DP4) "

Posted 7 years ago

“After being told that you could match or beat my quote, I was offered to renew my policy exactly at the cheaper price. However, my no claims protection wasn’t renewed as per my previous policy (I found this out later and had to pay extra) and the automatic renewal wasn’t taken off making my bank account appear to go overdrawn several days later. It was resolved but it was a morning of stress I could have done without.”

Helpful Report

Posted 7 years ago

"Hello Thank you for your review of our service. I apologise that you are unhappy with the service received from us and thank you for bringing this to our attention it is only with your feedback that we are able to learn and improve on this. If you could take the time to edit your review to contain either your policy number or reference number I will look in to this for you to see if I am able to help in resolving your dissatisfaction. Kind Regards Daniel (DP4)"

Posted 7 years ago

“Phoned in driving licence and NI numbers 07/03/2018 for my insurance policy used chat lines to correct Insurance certificate details, to have my breakdown cover e mailed to me, to pay a £10 payment and have it confirmed, received a 14 day cancellation letter on the 17/03/2018 that they had not received my driving licence and NI details? gave them again on the 17/03/2018 by e mail and chat line with Kieran to confirm. I have never had this amount of hassel for car insurance i am not very confident with One Call up to know”

Helpful Report

Posted 7 years ago

"HI, Thank you for taking the time to review our service. Whilst we are always disappointed when customers feel they had a poor experience, their feedback (good and bad) is what helps us learn, grow and improve. Would it be possible for you to reply or edit your review to include your policy number or reference number so I may look in to this for you please? Kind Regards Daniel (DP4) "

Posted 7 years ago

“In the period leading up to renewal we took the time to look around at what was on offer from other companies. It was good to have a reminder of the renewal date by email however as the renewal date approached I was pestered by repeat calls and emails whilst we were still making a decision of what our preference was. This was very irritating and off putting. We have decided to renew our policy but not as a result of customer service.”

Helpful Report

Posted 7 years ago

"Hello Thank you for your review of our service. I apologise that you are unhappy with the service received from us and thank you for bringing this to our attention it is only with your feedback that we are able to learn and improve on this. If you could take the time to edit your review to contain either your policy number or reference number I will look in to this for you to see if I am able to help in resolving your dissatisfaction. Kind Regards Daniel (DP4)"

Posted 7 years ago

“On my initial call, I was provided with a quote and wanted to go away and consider it... when I called back to go ahead with the policy, nobody else would deal with it and they kept wanting to pass me back to the person I spoke with initially. Because she was on the phone, I was advised she would call me back within 10 minutes. After waiting a couple of hours, I called back and then could not get through due to the high volumes of calls they were experiencing. A further hour later I called again and got passed on again to the person I dealt with initially - I was finally able to take out the policy, but spent most of the day on this, far longer than it should have taken. Another reason for two starts, is that when I declined to upgrade any of the elements of my policy, I was asked to explain why ? Saying no thank you should be sufficient and I should not have to justify myself as to why I have declined. Other people may feel intimidated by this and I did not like the pushy sales technique!”

Helpful Report

Posted 7 years ago

"HI, Thank you for taking the time to review our service. Whilst we are always disappointed when customers feel they had a poor experience, their feedback (good and bad) is what helps us learn, grow and improve. Would it be possible for you to reply or edit your review to include your policy number or reference number so I may look in to this for you please? Kind Regards Daniel (DP4) "

Posted 7 years ago

“One Call overall have been utterly appalling since taking out my policy in December 2017 for car insurance. Their customer service has been shocking and often quite rude. I've been passed from pillar to post and messed around so much with something that should be so simple. They have taken the wrong amount from the wrong account number on the wrong date then told me it's my fault and tried to charge me ridiculous late payment fees. They even cancelled my policy at one point and never had the decency to tell me, which I then had to fight to reinstate over something that was completely no fault of my own. The financy company where close brothers and they too have been useless. They were much more friendly but never got anything sorted. They told me to ring one call and one call told me to ring close brothers. It has been one long joke! The only shining light for One Call was today when I finally managed to speak to someone who helped me and was kind in doing so, rather than treating me like a criminal trying to fraudulently manipulate One Call. This person was SJ7 who was brilliant and dealt with what's been a 3 month long issue in just 20 minutes so I thank her very much for actually being one person who took the time to help me get this whole thing rectified. I am calling One Call back tomorrow to make sure all is finalised so I hope and pray it is. SJ7 said all notes had been made so it should be finalised and all done so I hope so much that is the case. She has been the only decent thing about One Call. Unfortunately it's not enough to make me want to stay with them and even if they came up with some miraculous renewal quote at the end of this year, I still wouldn't stay with them. In fact, if I could walk away now without suffering anymore financially, I would.”

Helpful Report

Posted 7 years ago

"Hello Thank you for your review of our service. I apologise that you are unhappy with the service received from us and thank you for bringing this to our attention it is only with your feedback that we are able to learn and improve on this. If you could take the time to edit your review to contain either your policy number or reference number I will look in to this for you to see if I am able to help in resolving your dissatisfaction. Kind Regards Daniel (DP4)"

Posted 7 years ago

“Lack of communication from company.”

Helpful Report

Posted 7 years ago

“I wanted speak to a person. I tried ringing, I'd missed the office, the phoneline was closed. I got directed to the livechat service on the website. Fine, I thought I'll use that. What a mistake. It took me an hour to get my policy changed, and paid for, for my new car. My hour can be summarised as lots of sitting in front of a computer awating a response from the representative, interspersed with the odd minute of me typing one or two sentences at most. In the future I shall just speak with a person, over the phone. It's a lot less frustrating and a whole lot easier.”

Helpful Report

Posted 7 years ago

"HI, Thank you for taking the time to review our service. Whilst we are always disappointed when customers feel they had a poor experience, their feedback (good and bad) is what helps us learn, grow and improve. Would it be possible for you to reply or edit your review to include your policy number or reference number so I may look in to this for you please? Kind Regards Daniel (DP4) "

Posted 7 years ago

“Very confusing- you queried my NCD record and sent a misleading letter with an increased premium. I emailed you the correct NCD evidence then when I phoned you said to ignore the letter which was sent afterwards, then I got another one. You need to improve your systems.”

Helpful Report

Posted 7 years ago

"Hello Thank you for your review of our service. I apologise that you are unhappy with the service received from us and thank you for bringing this to our attention it is only with your feedback that we are able to learn and improve on this. If you could take the time to edit your review to contain either your policy number or reference number I will look in to this for you to see if I am able to help in resolving your dissatisfaction. Kind Regards Daniel (DP4)"

Posted 7 years ago

“I WAS ON YOUR SPEEDY LIVE CHAT FOR OVER AN HOUR AND A HALF. ENOUGH SAID”

Helpful Report

Posted 7 years ago

"Hi I’m very sorry to see you taking the time out of your day to express your dissatisfaction in relation to the service you have received I would like to thank you at the same time as we require feedback good or bad. I will be taking the time to look into this for you and will address the area of concern correctly and promptly in order for us improve. Kind Regards Daniel (DP4) "

Posted 7 years ago

“I'd like a breakdown of the administration charge to change address. Is has coat me a third of my annual payment to change address on my policy”

Helpful Report

Posted 7 years ago

Hi Firstly, thank you for taking the time to review our service. Whilst we are always disappointed when customers feel they had a poor experience, their feedback (good and bad) is what helps us learn, grow and improve. Would it be possible for you to edit your review to include your policy number or reference number so I may look in to this for you please? Kind Regards Daniel (DP4)

Posted 7 years ago

“jd4 very helpful & understanding”

Helpful Report

Posted 7 years ago

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver
Average Delivery Time	Next Day
Documents Delivered On-time	98%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5
Cancellations & Refunds
Cancellation Process	Difficult

One Call Insurance Reviews