“Being new to conducting business and insteractions online, I found attempting to contact a representative very confusing and frustrating. You should have a dedicated easily identifiable Icon on your web site for contact purposes only. You should also have a fully trained operative available to answer any queries immediately rather than ultimately. The time lapse begs the question whether I'm insured or not!
Having made a mistake with the information I provided, I did, eventhough it was a long time coming, appreciate the email to prompt informing me of my mistemeanour. The matter was resolved quickly from thereon in.”
“Very easy to set up, but if you have a query or problem it all starts to fall apart. I purchased a new car and still needed to cover my old one as well till I sold it but they refused (this has not been a problem before with previous insurers). So I ended up having to cancel altogether which then cost me a VERY large administration fee. Would not go with this type of insurer ever again and definitely would not recommend!”
“I found this all a nightmare at the time, I found it hard to send the documents, I had problems and had to get my neighbour in to help. Also the fact that I can't contact them by phone is also difficult.”
“The lady I was speaking to was great but it took 3 weeks for someone to come out and look at my car the engineer couldn't be bothered coming himself had to send some body else
To look at it I was up and down trying my best to get pictures of the car for him which was costing me and in the end it was a total loss”
“Providing no claims discount proof was almost impossible ! The renewal information from my last insurer was not acceptable but they didn't tell me why - just kept rejecting it. There appears to be no way of contact for normal queries.
I eventually contacted my old insurer for a letter stating clearly my NCD (which didn't seem to me to be any different to the information I had already provided), which they accepted.”
“I was changing my car and had to contact them by email as my car was not on their list. This was on 10th March. They did not reply. I therefore had to cancel my insurance with them and re insure with another insurer. They did try unsuccessfully to contact me on the 12th March but I was collecting my new car on that day. They were too late.
If they offer an online only service then they must have an up to date website and be able to reply to emails without delay.
Ceri Morgan”
