Name: Carole Nash
Rating: 1.66

“The first time in 35 years that I cancelled an insurance policy 3 days after taking it out. Principle cost me £25 admin charges to cancel. The website needs to be more clear as I had to pay additional charges as well as admin charges, I decided to cut my losses and lose the money as there are much better brokers out there that won’t rob you the same way.”

Helpful Report

Posted 6 years ago

“They cancelled my insurance by mistake. I only found out when they tried to charge me a cancellation fee. After hours on the phone policy was finally reinstated. Obviously I told them not to auto renew, and they did and charged me. After more time on the phone they cancelled the policy and said I get a refund in 5 days. They appear to have just restarted the policy. Totally shambolic.”

Helpful Report

Posted 6 years ago

“NO STARS. They have no idea what they are doing, only wish I had read reviews before taking out a policy - 'We care about you and you bike' is what you listen to while on hold. Do not take out a policy online if you are under 18 and via their finance route as they will take your money and then say sorry we are not allowed to do it on finance even if your parents are paying, but you will only find this out if you ring them, which I did as needed to change bike details, they wont send you new documents and you will have to chase them. Then when you complain they send you a letter of apology saying yes its our fault, here's a small refund (but out of pocket by £138) and you can go to financial ombudsman if you are not happy. Which of course we will. They will also keep you on hold while they keep asking their team leader for advice. You have to ask them to repeat things as the two people i spoke to do not speak clearly. Time enough to write a review while you are waiting (one hour on phone) !!!”

Helpful Report

Posted 6 years ago

“Simple case of being hung out to dry by CN. Being an honest soul i called to cancel a policy on a bike i have now sold andwas told the rebate would be £20.18 but the cancellation fee is £50. So to cancel the policy i had to pay them £29.82 !!!! and it was pointed out that it is illegal to leave the policy on a bike i no longer own. I guess this is the price you pay for dealing with middle men. Not a big deal in life but my other bikes will definitely not be insured with CN in the future.”

Helpful Report

Posted 6 years ago

“I'll start by saying that the review should be zero stars but that's not an option. Have changed my FZS600S Fazer for a BMW R80rt I knew I was going to get my pockets rifled like you always do when you alter any policy. The nightmare began. Carole Nash informed me that I'd have to pay an extra £20.56 which wasn't so bad but the kick in the crotch came with the £37.50 admin charge. I managed to get them to lower the admin charge to £18.75. Then I tell them the BMW is worth £2650 but they tell me the underwriter won't cover anything worth more than £2000 unless it's garaged. It was suggested that I reduce the value of the BMW to £2000. Yeah right! They told me I'd need a new policy which meant I'd lose my current policy. I paid £147.99 for 87 days insurance. Well £110.49 when you deduct the £37.50 refund. I was told part of the cost was for the breakdown cover which I never made a claim on. Their advertising tagline is 'The care it deserves'. After being with them for the last three years (and losing 75%of my premium) I've found the 'care' is solely for themselves, not their customers. I have found that Carole Nash only cares about their profits and certainly not their customers. A truly awful money grabbing company that inflicts punitive charges on it's customers and is totally indifferent to their needs. Utterly shameless moneygrabbers who charge you to stay but charge you a damn sight more to leave. You won't get a fair deal from Carole Nash!”

Helpful Report

Posted 6 years ago

“I'll start by saying that the review should be zero stars but that's not an option. Have changed my FZS600S Fazer for a BMW R80rt I knew I was going to get my pockets rifled like you always do when you alter any policy. The nightmare began. Carole Nash informed me that I'd have to pay an extra £20.56 which wasn't so bad but the kick in the crotch came with the £37.50 admin charge. I managed to get them to lower the admin charge to £18.75. Then I tell them the BMW is worth £2650 but they tell me the underwriter won't cover anything worth more than £2000 unless it's garaged. It was suggested that I reduce the value of the BMW to £2000. Yeah right! They told me I'd need a new policy which meant I'd lose my current policy. I paid £147.99 for 87 days insurance. Well £110.49 when you deduct the £37.50 refund. I was told part of the cost was for the breakdown cover which I never made a claim on. Their advertising tagline is 'The care it deserves'. After being with them for the last three years (and losing 75%of my premium) I've found the 'care' is solely for themselves, not their customers. I have found that Carole Nash only cares about their profits and certainly not their customers. A truly awful money grabbing company that inflicts punitive charges on it's customers and is totally indifferent to their needs. Utterly shameless moneygrabbers who charge you to stay but charge you a damn sight more to leave. You won't get a fair deal from Carole Nash!”

Helpful Report

Posted 6 years ago

“Absolutely appalling customer service. I was. Knocked off my bike last year (luckily I have front n rear cameras as def non fault). The whole experience of making a claim has been one long nightmare from start to now. Their claims team refuse to answer calls, emails, letters etc. Claims handler rude, team leader ignorant. Been trying to get a response from them for well over 2 months now. They are a complete and utter f**King joke. Do yourself a massive favour and avoid at all costs.”

Helpful Report

Posted 6 years ago

“I’ve been a motorcyclist for 42 years and have used CN for many years from when it was actually Carol Nash. ( I’ve even met her once at a race track, nice lady). My daughter has been using CN for two years and renewed her cover on her 50cc moped just 29 days ago at a cost of £161 TPFT . She has changed her job and now must travel 11 miles to work on unlit country lanes. So I surprised her with a gift of a brand new 12v 125cc scooter. (More power , better lights, better brakes, safer). She contact CN to change / up grade her policy to the 125 for the 1st of Oct 2019 and was happy pay the reasonable extra cost. But she was told she had to cancel her existing policy and pay a extra £50 admin fee. (Her 50cc policy is just 29 days old) She then has to take out a new policy on the 125 and pay a new full premium. But she will only get a rebate on her 50cc 29 day old policy of just £13. So she now cannot afford to lose her £161 initial payment and pay £50 admin and pay another full fee to use her new scooter. So now she will have to use her little 50cc on dark unlit winter country lanes for her travel to work. Whilst her safer brand new, taxed 125 scooter sits in the garage with it’s manufactures warranty and complimentary road side assistance cover ticking away unused. A simple change of machine should not incur a huge loss after 29 days, an extra admin fee on top and another full premium resulting in paying over £300. CN shame on you, every time I speak with other motorcyclists I will let them know what I think of what was once an excellent company and I will no longer use your services for my three machines. MPM.”

Helpful Report

Posted 6 years ago

“I bought my insurance with them and they have not either emailed me or posted me any policy documents or certificate of vehicle insurance. Their customer service just make excuses and empty promises but don't resolve the issue. I would give them zero stars if I could.”

Helpful Report

Posted 6 years ago

“I've had 4 motorcycles insured with Carole Nash for 5 years. It was fine until I considered buying another bike and called for a quote. They said it couldn't be added to my existing policy so I would have to cancel that and take out a new policy. C.Nash said if I stayed with them there would be no fees to cancel my old policy. I was given a quote and a reference number for the new policy. All I needed to do was call when I bought the new bike and make payment. Next day I bought the new bike and called with reference number and card to make payment. Nash refused to honour their quote and added approx £100 to it. Nash said the information on my existing bikes had changed. Absolute nonsense, it's the same info they have had for the last 5 years, no change. As I needed the insurance to ride the new bike away they extorted the higher premium out of me, failing to honour their quote from the day before. Each call had taken an average of 35 minutes. Next day I called to cancel the old policy as I now had the new policy with C. Nash. That's when they scammed me. They charged a fee for cancelling the old policy even though I had taken the new policy with them. They also didn't calculate the refund on my full years premium, they say their insurance and breakdown policies are separate which again is dishonest, the policy comes with breakdown cover included, you cannot take the insurance policy without it. There is one policy and one premium. I complained and they did reluctantly remove the fee but still didn't base the refund on my full premium so I'm left out of pocket twice. Once for the extortion to take out the new policy and once for not getting a refund on the unused portion of my old policy. To insure one extra bike took over 2 hours on the phone and an official complaint... Well done C. Nash!!!!!”

Helpful Report

Posted 6 years ago

“Usual faceless customer service who dont give a sh-- if your happy with the service . Only want to help if you pay more . Tried to change something 1 day after taking out the policy as I pressed a wrong button during the online quote , wanted another £21 , or £25 to cancel and start again at the same price ! I've got 2 bikes insured with them , 0 bikes with them next year !”

Helpful Report

Posted 6 years ago

“for the secound time carol nash have failed to renew my insurance and failed to notify me of that fact until sometime after it had run out,not happy. now insured elsewhere and will not use or recomend them again...”

Helpful Report

Posted 6 years ago

“absolute crooks. received a letter about my renewal saying that if I did nothing the policy would not be renewed and it would cost me nothing. few days later they get in touch again saying thanks for renewing we have now taken £1100 from your bank! contacted them straight away and they denied sending the letter that said if I did nothing the policy would not renew. they then checked again and agreed that the letter was sent. so I then ask them to return my money and they say it will take 5 working days!!!! how in this day in age a multi million pound company can steal a customers money and then suggest that they can not return it with a same day transfer is beyond me! asked to speak to finance dept and they wouldn't connect me, asked to speak to manager and they wouldn't connect me, asked to speak to complaints dept and was advised by person on phone that she would log complaint and then complaints dept would contact me. I said I would hold for them - she said that they wouldn't be in touch for 48 hrs!!!! how many complaints are they dealing with that it takes 48hrs to contact a customer who you have stolen £1100 from?? an absolute joke of a company with zero ethics. would avoid like the plague if I was you”

Helpful Report

Posted 6 years ago

“Absolutely terrible customer service! The catalogue of issues with trying to insure one new motorcycle are so long, I really cant be bothered typing them up. Suffice to say, once my current policy expires with CN, I will NEVER deal with them again. I had assumed as a loyal customer of over 10 years, things would have been a whole lot sweeter! Please note, if you have a complaint...it takes over three weeks to process and the results are pathetic.”

Helpful Report

Posted 6 years ago

“How disappointing. Firstly trying to renew my £130 policy from last year with a £180 for this year. This required me to spend ages on the phone to them where, after reducing certain risk factors and answering multiple questions it went up to £188 before it went down to about £135. When I received the paperwork by email I replied highlighting 2 errors - 1 was a new piece of information which I'd never had before (and not asked about on the call), the other was something they forgot to ask me. Their response? Wanted additional money as I was requesting changes to my policy. I refused and explained why it was their fault for not asking me in the first place - they wrote back telling me they had taken the money anyway - in law this is criminal theft! Still in dispute.”

Helpful Report

Posted 6 years ago

“motorcycle breakdown recovery… I have motorcycle breakdown recovery with Carole Nash... I had already ascertained that the alternator had burnt out before I phoned...so not repairable roadside...With help I had managed to get the bike back to my hotel in Melton Mowbray... I phoned about 5.30pm... after a very sensible conversation with Steve... he agreed to book home recovery for the following morning at 9am give or take 15 mins... Bike S.O.S arrived at 9.10am... with in no time we were underway, to a services station approximately halfway... with 4 mins of arriving the 'relay' arrived and again within minutes we were underway. Given the Sunday traffic conditions on the M1 and M25 I was back home, with my bike in amazing time... Both drivers drove extremely well, safe and professional... Full marks... to all concerned. I have with CN for years and will continue insure with them. Lloyd Willis”

Helpful Report

Posted 6 years ago

“Eventually took out a policy with Carol Nash select Without legal and breakdown Nearly £160 cheaper It was very hard work to convert from CN to CN select”

Helpful Report

Posted 6 years ago

“Bike keept in Garage at my mums adress refused to insure me .as not my home address.”

Helpful Report

Posted 6 years ago

“CN Legals services; AVOID, AVOID, AVOID!!! No regular contact or updates. you have to chase them constantly. I complained and the whole demeanour of their staff tells me they are used to this and have no interest in providing a quality service to their clients. It seems the attitude of the staff is; 'If you want to leave, go on then, because that is one less person I have to deal with'!”

Helpful Report

Posted 6 years ago

“Just tried to cancel a policy after less than one month. Carole Nash wanted to charge me £50 for the privilige of canceling the policy. Absolute rip-off; wont ever use them again and will recommend all biker friends avoid Carole Nash. Unfair and unreasonable terms and conditions.”

Helpful Report

Posted 6 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult

Carole Nash Reviews