General Accident Reviews

Name: General Accident
Rating: 2.96

3.0 Rating 591 Reviews

49 %

of reviewers recommend General Accident

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3.0

Based on 591 reviews

Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week

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General Accident 1 star review on 28th May 2025

Shirley James

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The GA Telematics app in itself is generally well designed (if a little slow here and there). Although what is totally unforgivable is the black box which is shoddy, to put it politely. Be prepared to be told that you were speeding and that you’re accelerating and braking is bad no matter how safely you drive. If you start your car and sit still for 10+ minutes then turn your engine off you will be given a score of 0/100 which is infuriating since they reserve the right to cancel your policy if you have a single journey score of under 50/100. The premise of a black box policy is sound, but in practice the gps it relies on is comically bad, my experience with this company has really put me off of taking out a black box policy in the future.”

Helpful Report

Posted 7 years ago

“I cancelled my policy on the 22nd of May 2018 online. I had a message of a Refund in 5 workings days. Up till now, they have not responded to my emails and I cannot ring them. I have not been refunded a penny! They are the worst I have dealt with.”

Helpful Report

Posted 7 years ago

“I had my reminder to automatically renew my car insurance which I was happy to do. I received an email thanking me for staying with General Accident for another year and summary of my new policy. I then received notice 4 days later that I had not renewed my policy. I was unable to speak to anyone by phone as you need to put in your policy number and I kept being told I had the wrong number. I tried contacting via emails but had no response. Eventually, having checked with my bank, my payment had been taken and after I tried again via email to make sure my car was insured I eventually got a reply saying they had received my payment. There was no apology or explanation as to why I received an email saying I had not paid and I still am unable to further anything by phone as it says my policy number is incorrect but it is the number on my policy. I appreciate General Accident are an online company but I would have thought there would be some way of speaking to somebody when you have an urgent problem. I think their aftercare service is not acceptable. After this experience I would not recommend General Accident.”

Helpful Report

Posted 7 years ago

“Up Loaded NCD proof and the policy was cancelled with me being contacted or told that they needed further proof. They are impossible to contact and offer no solutions despite taking your money”

Helpful Report

Posted 7 years ago

“Absolutely pathetic,got a quote online been waiting over half an hour on hold,listening to all types of rubbish music. They have lost my business gone to someone else.”

Helpful Report

Posted 7 years ago

“Dreadful - don't use. Changed details of my car online and it didn't work but absolutely no one to phone or ask.”

Helpful Report

Posted 7 years ago

“Would vote 0 stars if i could...cancelled my policy due to speeding, but received no notice of this...after talking to people, was told there’s nothing they can do...was rung by someone else at inconvenient time...haven’t heard from them since...may be cheap insurance but for a cheap company...awful organisation, customer service and overall insurance...they broke their terms and conditions and dont seem to care at all. Will be going through the ombudsman and fca if i need to. Not happy with this service at all. Lesson learnt. Always read reviews before you buy anything! Not good that it seems to be a common thing that they randomly cancel insurance...avoid this company!”

Helpful Report

Posted 7 years ago

“Tried to change my registration on my policy details, wouldn’t let me change it on my existing policy only my new one, no one to contact! Absolute arseholes! Would not recommend to anyone.”

Helpful Report

Posted 7 years ago

“Absolutely disgusting insurance company. All they care about is taking your money and not actually providing a useful car insurance policy. Cancelled my insurance with no warning and you cannot actually ring them to sort anything out. Absolute scam artists and will NEVER insure with them again. Take your money elsewhere and get decent car insurance.”

Helpful Report

Posted 7 years ago

“I see General Accident has highlighted my previous positive endorsement. I take this all back. Their customer service is as bad as it can get, for several reasons. The 'minor problems' I believed they'd fixed got much worse. Their 'systems' including a permanent 'blocking' renewal notification prevented me from accessing my 'policy page' to move my insurance to other cars I needed to use. GA customer services were not helpful and could not resolve the problem. I finally got hold of an efficient Aviva manager who was able sort out what was apparently a computer coding glitch. Despite this assistance, their charges of 0.1p, 0.3p and 0.4p for policy changes were refused by my credit card and bank card because they were too small, so I still couldn't change insurance to another car. During a short period of around 5 weeks, I'd received at least 18 emails informing me that my policy was going to lapse on 19/04/18. Despite buying new insurance with GA, the policy has not been added to my policies page. I've spent a great deal of time attempting to contact someone at GA but this proved very difficult because 'my policy has lapsed' and their phone system would not validate me for phone based assistance. When I eventually managed to get through to their phone line, I waited over 20 minutes before giving up. I'd been helped by an efficient Aviva manager in the past but when I then phoned Aviva, they denied being linked to GA and could not help. I phoned GA and again I waited for over 20 minutes listening to soul music before I gave up. I'm unable to use my car and so get to work...”

Helpful Report

Posted 7 years ago

“Horrendous. Not having a human to speak to is horrific. I needed the date changing on my policy as my temp insurance was running out at midnight. Tried getting in contact with them by phone as apparently you are allowed to ring after 28 days (what a load of shite). Phones were down for over 24hrs. Website wouldnt let me change, so how do you expect customers to help themselves when your website won't even let them?. Cancelled my policy anyway to go with direct line, at least i can speak to someone there. Wouldn't recommend”

Helpful Report

Posted 7 years ago

“General accident taken a 1000 pound 320 upfront then 180 a month for 3 months cancelled my insurance didn’t even notify me by call email or letter every number you contact to try and resolve the matter they say nothing to do with them and say u gotta email a different company or call and when you do they pass you on to another company when I did get threw the woman said there has been letters sent out they wanted proof of address well they sent the telly matics devise to my address and they can see the car parked outside my address every day and if they sent letters I would have received them by now honestly as a young first time driver this has been nothing but frustrating and upsetting as have done all my driving brought my car taxed mot all for this too happen”

Helpful Report

Posted 7 years ago

“Theft claim was protracted to the value of the vehicle. On settlement at the best offer I was likely to get. The MIR database was not updated as settled. A new insurer policy was nearly cancelled over the discrepancy with the total loss of the premium. No one to call to report he problems, basically my problem to sort out their errors. GA is owned by Aviva who can't be ignored as the biggest insurance provider. Wont be going with them again, if I can help it.”

Helpful Report

Posted 7 years ago

“I had a very minor bump with NO damage to either cars or drivers, the other driver made a claim which comehow went through without me knowing, it was only until I came to renew my policy 6 months after the accident I found I had lost my NCbonus. I was constantly calling to find out why this had been the case as I also had 2 witnesses AND photo evidence. I was eventually told it would take 3 years to investigate until then nothing could be done. Terrible customer service, Terrible company.”

Helpful Report

Posted 7 years ago

“You can't contact anybody unless you want to make a claim, and if you do need to claim they charge you 13p a minute. There app is absolute rubbish as I can't even see when my renewal date is and can't access my policy.”

Helpful Report

Posted 7 years ago

“My policy has been cancelled as of 11:59pm last night, I got messaged at 4:40pm that this was happening. All because of no claims discount proof, which I have repeatedly tried to upload. I have email on two occasions about the situation, the response was we’d get back to you in 48hrs. Why is there nobody I can speak to!!! I have done everything I can to try and resolve this, I have proof. But now I need to take a new policy which will cost more now because my last one was cancelled!!!!!!”

Helpful Report

Posted 7 years ago

“website would not recognise my user name or password. Want to change my car but cannot get cover note as no telephone number for General accident. sent email but they can take 24/48 for a reply. Not much good when you have been given time to collect new car within 24hrs. Tried Aviva as General Accident belong to them but they could not advise anything. This whole website only service is ridiculous if there is no emergency number to use when website fails. Have been sent emails from general accident so why they can't recognise my email when I want to log in is beyond me. just getting so annoyed and frustrated. Will not be buying insurance from them ever again. If I do not hear back today I will have to try a new Insurer and then how do I cancel General accident as everything online.”

Helpful Report

Posted 7 years ago

“This company is a nightmare, their customer service is non existent, apparently I don't qualify for telephone assistance so I cant even speak to somebody, DO NOT USE THIS COMPANY, I am at present trying to cancel my policy with them but guess what? I cant contact anyone DO NOT USE THIS COMPANY!”

Helpful Report

Posted 7 years ago

“The policy is cheap, but for good reason! So please think twice before taking a policy like this out. If you need to contact them to change something urgently, it is virtually impossible. My policy had about four days to renewal when my son’s car broke down, so tried to add him for remainder of current policy - having already paid them in full for the next year too. The online form didn’t work, rang them and was told it could be done but would have to pay online with my usual payment method. Waited 24 hours for the link before I could pay, then used PayPal. Had no confirmation from them that he’d been added so tried to ring again, but when I put my policy number in, a recorded message told me I wasn’t eligible for phone contact because it was an online policy and cut me off. Was checking my online documents and looking for messages on my policy or by email several times a day but still no documents. I emailed them, received an automated reply telling me my query would be dealt with in 48 hours. It was, but not with an answer to the simple question I’d asked I.e. where is the cover note or why hasn’t my son’s name not been added to my policy. There followed a few days of me checking the policy online and sending yet more unanswered emails until the policy actually expired and I had basically paid them the money but he hadn’t been added, which was very inconvenient and frustrating. Emailed them again several times with the same nonsense replies until I asked for a complaint to be put in. A very nice customer service rep called Kirsten eventually called me and said she had read through the many emails herself and couldn’t quite believe the way it had been handled, she didn’t know why the documents hadn’t been updated and couldn’t apologise enough for the bad service. I cancelled the new policy as just didn’t trust them anymore and they gave me my money back (less the days I’d used) which was fine. She also offered me £30 compensation which I wasn’t bothered about, just wanted someone to look into it as it was a ridiculous way to conduct business. Two weeks later I had a letter from their customer service complaints team telling me that the documents were in my online portfolio all along so I could have checked them there, totally contradicting what the previous team member had told me and basically telling me I just hadn’t looked! 😡 The documents were never updated on my policy nor did I receive any message online or by email. Your service was appalling, but instead of apologising and telling me you would look into improving things, I received a rude letter by email insinuating I can’t read. So it looks like it’s not just the call centre staff who need a bit more training.”

Helpful Report

Posted 7 years ago

“Awful experience. My premium jumped from £650 to £1000 with no claims whatsoever and my annual mileage is only 2500! They failed to make me aware that I could cancel my rolling contract online. I called their customer service telephone line countless times to try and cancel but not once did it get picked up - I waited hours on the phone. Appalling customer service and now am being charged £56 just to cancel!”

Helpful Report

Posted 7 years ago

General Accident is rated 3.0 based on 591 reviews