“"Can\u2019t get in touch with them by phone long waiting list?, also if you want to make a complaint it goes to claims? I spent probably 9 hours in total\r\nTrying to put my wife on my policy? , still no joy\r\nIf this how they work, I would hate to think if I was claiming??, got 2 months left on insurance, going to cancel and go elsewhere!!"”
“One of the worst car insurance provider. You simply can’t get hold of anyone.
Very long waiting times in phone lines, no email address for customer service, online postal doesn’t work… and so on!
I try log in my account, it sends me email to reset without a resetting link!
Lots of fake reviews here too!”
“"Where to start...\r\n\r\nUpdated to new car mid January 2024 using the First Alternative web chat and paid for change. As of today (30\/01\/2024) online account still shows old car - I don't have the official certificate of motor insurance, insurance schedule or update letter - for my new car.\r\n\r\nIt is very difficult to get through to a person - web chat regularly takes more than 40 minutes, that's if it doesn't kick you off.\r\n\r\nCalling by phone is a lottery of forced disconnects, calls being dropped when transferred, and a bizarre IVR function where the recording\/system says it's sending a security code to your email address so the call can proceed - email never arrives - which results in a forced disconnect - system ends call.\r\n\r\nWhen you try and access your online account you have to reset your password EVERY time you log in as they system says the password is incorrect - another bizarre function of the system.\r\n\r\nI managed to talk to a person yesterday to ask why my insurance documents had not been updated - was told there are system issues ( I knew that). I asked for docs to be emailed - was told they had been emailed - a day later and still not arrived.\r\n\r\nI've checked with the Motor Insurance Database and my new car is insured, it's just that the insurance company - First Alternative - can't seem to be able to issue their customer, who is paying for the insurance, with the correct documentation.\r\n\r\nA complete and utter shambles....\r\n"”
“"My Policy was cancelled due to lack of communication on the side of First Alternative.\r\nI got a letter on the 27th of January 2024 that if I don't pay my premium which is direct debit on that date, my policy will be cancelled.\r\nOn that date 27th January 2024, I tried to call them, I was hanging on answering machine for 4 hrs telling me to hold on till 5pm without anybody to pick my call. \r\n\r\nI call again on Sunday, Somebody pick up after one hour and told me my policy is cancelled.\r\n\r\nI felt disappointed that my has been cancelled and left without insurance."”
“"It's impossible to rate an insurance company until you have a claim. Their prices are good and it's easy to setup, but until I have a claim I won't know how good or bad they really are."”
“"This is my first year with First Alternative Car insurance. It was easy to set up and the staff were friendly. The price was competitive and it was easy to choose the different services I require and not pay for services I do not need. However I have not had to file a claim which is when you really find out the quality of service."”
“"My dealings with First Alternative was very fair and helpfully and I would have no problem!s recommending them to other customers. One thing I would like that e elderly customers like myself get out insurance on paper from . As we are not always up to scratch on computers. That's my wish"”
“Had a car hit me. During the claim, they don't answer the phone. Have spent 2 weeks trying to get through to request if the claim is now closed as other party confirmed at fault. Haven't had a refund of my excess. Spent over 5 hours waiting to get through this week alone. Got through to someone who had such an attitude and hung up on me when I asked for details of my claim. PAINFUL to deal with.”
“I needed to advise a change of registration number and nothing else... I tried on-line but was prompted to telephone for "instant cover" - after waiting an age finally got to speak to a human who made me go thought the whole authentication process yet again and then asked me dozens of irrelevant questions - when I asked what the admin charge would be the operator avoided the question but finally after my persistence told me the charge was £130 - after lengthy BS finally said it would be cheaper if I did it on-line !!!!
I then went back a did it online, got instant cover and NO CHARGE. What should have been very simple and taken minutes took me all morning and a great deal of unnecessary stress. Be very wary of what you say and check the implications before committing.”
