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

“Time to revive repiles”

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 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 Rosie (RS3)

Posted 7 years ago

“charged for paperwork with wrong registration details not good enough”

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 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 Rosie (RS3)

Posted 7 years ago

“The £39 admin fee. I shall be renewing with Direct Line next year as they do not impose a fee when amending a 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 reply or edit your review to include your policy number or reference number so I may look in to this for you please? You are informed of the cost to make any amendments as part of the terms of business. You can down load and view the terms at at any point before, during or after the point of sale. Kind Regards Rosie (RS3)

Posted 7 years ago

“asked for paperwork to be sent out and have paid extra £8.99 not received and had to phone you few times”

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 reply or edit your review to include your policy number or reference number so I may look in to this for you please? I will be able to arrange this to be resent for you. Kind Regards Rosie (RS3)

Posted 7 years ago

“I changed address and felt the charges excessive. I questioned this with operator (NT3) and said for a few seconds on a computer to change my details it was not right to charge this amount to loyal customers who stay with you year after year. Only to be given a lecture by NT3 that it paid for his wages etc. I than said i could get a cheaper elsewhere, to his reply was that there would be another excessive charge of £50+ cancellation charge. I felt his rather abrupt and rude attitude towards me, a long loyal customer of one call needed a lot to desire. His wages and all of his colleagues are paid for in mine and thousands of other loyal customers premiums each year. He should bear that in mind when policies are due for renewal that there are other insurance companies about offering better deals with more pleasant attitudes.N”

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 reply or edit your review to include your policy number or reference number so I may look in to this for you please? I do apologize that you feel NT3 was rude and abrupt, i will pass this onto his manager. Kind Regards Rosie (RS3)

Posted 7 years ago

“Poor service”

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 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 Rosie (RS3)

Posted 7 years ago

“free breakdown cover was NOT what it APPEARED,trying to use LIVE CHAT is like using a robot it takes 3-4 minutes for a three word response and cuts chat if you take time to reply,call center was very unhelpful with agents giving different excuses in fact this is my worst experience of an insurance call center and I haven't even made a claim.ONE CALL?????????????????”

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 reply or edit your review to include your policy number or reference number so I may look in to this for you please? While taking out the policy you are made aware of the level of breakdown cover that the free basic cover provides. You are also given the opportunity to upgrade the cover if the basic dose not meet your requirements. Kind Regards Rosie (RS3)

Posted 7 years ago

“I was moved from one department to another without getting what I called for corrected. Very annoyed and most likely will not be returning to one Call”

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 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 Rosie (RS3)

Posted 7 years ago

“The lady I spoke to online was not very friendly or helpful. Not impressed with premium I had to pay on top of DD to change my car, would not be using again”

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 reply or edit your review to include your policy number or reference number so I may look in to this for you please? As a broker One Call Insurance have little control over any additional premiums charged by the underwriter. Kind Regards Rosie (RS3)

Posted 7 years ago

“I recently took out car insurance. Although the girl was polite it took about 3 time as long as normal. I was told I would have to provide drivers license and other details and that they would write to me. I got the letter and in big letters it says 14 DAY CANCELLATION NOTICE. Definitely not a "friendly" or even "polite" reminder. I would go so far as to say unnecessarily aggressive. If they are this rude when I am trying to ask for information I do not want to think what they would be like if I had an accident!!”

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 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 Rosie (RS3)

Posted 7 years ago

“Lack of empathy …… your advisor was dictatorial and conveying her knowdge and script without any attention to the impact on the person who is paying for insurance cover from you……… very judgmental experience as a first time call seeking support ……and no sense of conveying any empathic understanding which leaves one 'dumped' ... of no value or importance ... I would absolutely fear ever being able to speak about any situation where someone was significant to me had been hurt or killed with one of your operators who spoke at me today ………”

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 reply or edit your review to include your policy number or reference number so I may look in to this for you please? So we are able to address the agent/s that you spoke to. Kind Regards Rosie (RS3)

Posted 7 years ago

“Before today my review would have been 5 stars based on the amazing live chat service and great priced learners insurance. Being a young driver I’m vulnerable in regards to insurance so my dad helped me with this - he kindly paid my first insurance for me and one call store the payment card on their system. I called today to cancel my policy due to finding a quote £500 cheaper for the same cover for my full license and I was told that even though my policy is due renewal on 29th of this month they take the payment automatically 5 days before. This is not at all clear on the renewal invitation or on any paperwork - obviously to take advantage of vulnerable people like myself. So my dad was charged £1400 and he won’t be refunded for 7-10 days. Thanks to Carly on the call centre renewal department for being sarcastic and making me feel small. Would have happily recommended to anyone 3 hours ago. Thank you to Charlotte D who solved my query efficiently and answered my frantic questions due to panicking !”

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 reply or edit your review to include your policy number or reference number so I may look in to this for you please? So i am able to look into the service that Carly provided you with and get this addressed. The renewal notice informs you in more that one location (including the first page) that the payment will be taken 5 days before the renewal date. Kind Regards Rosie (RS3)

Posted 7 years ago

“Wrong information”

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 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 Rosie (RS3)

Posted 7 years ago

“Online support was effective, although it took a little while to start as the operatives were busy. The £39 "admin charge" to make a change to a policy which a) I had no control over, and b) involved no additional premium, was fundamentally unreasonable, jobsworth, and exploitative. Not impressed”

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 reply or edit your review to include your policy number or reference number so I may look in to this for you please? You are notified of all the charges that you may occur, including administration charges, during the term of your policy as part of the terms of business. The terms of business are available to download and view before, after and during the point of sale. Kind Regards Rosie (RS3)

Posted 7 years ago

“not happy with what i was told and WILL not renew my policy next april”

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 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 Rosie (RS3)

Posted 7 years ago

“Could not help me on line hanging on phone for ages when I ring up”

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 reply or edit your review to include your policy number or reference number so I may look in to this for you please? I apologize you found it difficult to contact us and that we were unable to help you online. We aim to be able to resolve most quires online however some we do need you to contact a phone team. Sorry for any inconvenience that this caused. Kind Regards Rosie (RS3)

Posted 7 years ago

“I received a letter stating that you would not be able to insure me with my original insurer due to an undisclosed claim. I had clearly stated on the gocompare website that I had been involved in an non fault incident and that I had notified the insurer of this. It was then implied by yourselves that I had been involved in an accident which had failed to be mentioned. I was passed onto a different insurer for a higher premium than I originally was quoted through no fault of my own. After numerous phone calls trying to call your office, often been kept on hold for well over 15 minutes at a time, I was told that I needed to provide evidence of the aforementioned incident. I had to involve other family members as I was a named driver on the vehicle in which the incident happened. Thankfully the other insurer were happy to provide a letter to say that they had received a notification rather than a claim. The call center staff were all very polite and helpful however this caused me a great deal of stress and I still feel disappointed at the way I was made to feel like I had lied on my original application for insurance.”

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 reply or edit your review to include your policy number or reference number so I may look in to this for you please? I can only apologize to any stress caused as it may have been picked up on a validation check that the claim was different to how it was disclosed due to the databases that we use not being updated by your previous insurer. Kind Regards Rosie (RS3)

Posted 7 years ago

“Felt pressured to buy upgrade for courtesy car. If you feel it is so important why not include it as standard, but charge a bit more.”

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 reply or edit your review to include your policy number or reference number so I may look in to this for you please? The courtesy car cover are confirmed to you via the terms of business agreement which is available for everyone to download and review, before, after or during the point of sale. We offer additional upgrades to aspects of the policy so if you feel that the free level of service is no adequate you are able to upgrade to a cover that meets your demands and needs. Kind Regards Rosie (RS3)

Posted 7 years ago

“Trying to telephone them is a nightmare, we received a letter to contact you about car insurance, they was so many NOT clear options, two different numbers to call & one transferred, holding & waiting all the time. ONCE I got to talk to the right person they were so nice & hopefuly, pleased with there service, it's just getting to talk to someone is the bother”

Helpful Report

Posted 7 years ago

“Your mail contact and content was little more than " threatening". Your online chat was pretty unhelpful. Your direct phone contact was of mediocre quality with the contacted agent. All in all not impressed.. You want more !!”

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