Name: Sure Thing
Rating: 3.48

“Friendly passionate staff laughed at this.. yes error i made but no help and took more money off me..A policy i had for 3 minute.. wouldnt recommend them.”

Helpful Report

Posted 6 years ago

Hi, I'm really sorry to see you feel this way. This is not the kind of service we aim to offer and would appreciate if you would give us the opportunity to resolve your concerns. I have passed your details onto a member of our customer service team who will attempt to make telephone contact with you to discuss as soon as possible. If there is anything else I can help with in the meantime, please don't hesitate to get in touch through feedback@surething.co.uk. Take care, Richard.

Posted 6 years ago

“They outsource everything and there is no "one stop place" to get a direct response ...avoid this place like the plague”

Helpful Report

Posted 6 years ago

Hi, I'm really sorry to see you feel this way. This isn't the kind of service we aim to offer and would appreciate if you would give us the opportunity to resolve your concerns. If you could please get in touch via email on feedback@surething.co.uk with your policy details, we can look into this for you. Apologies, Jonathan.

Posted 6 years ago

“it takes an average of 12 minutes for them to answer the phone and after giving so much details you will be passed on again to another individual who knows nothing of what's going on. I cancelled my claim but their partners still kept on ringing and unaware of what's happening. Having an RTA is a headache and having Sure Thing insurance adds another headache. They should give a box of ibuprofen for their clients as part of their welcome pack”

Helpful Report

Posted 6 years ago

Hi Alex, I'm really sorry to hear of your experience. This isn't the kind of service we aim to offer especially if you have been involved in a road traffic incident. If there is anything we can do for you please don't hesitate to get in touch via email on feedback@surething.co.uk. We hope to hear from you soon. Apologies, Jonathan.

Posted 6 years ago

“I have 9 years no cliams bonus which means I have never made a claim on my insurance. As a third party hit me 2013 and when receiving confirmation of no cliams bonus. It stated this accident and I occurred a £30 charge. I thing this is ridiculous and I should not have been charged this.”

Helpful Report

Posted 6 years ago

Hi, I'm sorry to see you feel this way. I appreciate the incident you were charged our administration fee to add on was a non fault claim but it's vital we hold the correct claims history on the policy. We will be sure to take your feedback on board as we're always looking at ways to improve the service we offer. Once again, I apologise for the inconvenience caused. Take care, Jonathan.

Posted 6 years ago

“Constantly emailing Now I have some dodgy loan company taking on the monthly payments Got quoted 240 now paying 400 wish I didn't bother but I'll stick it out till next year then I'll bin this crock”

Helpful Report

Posted 6 years ago

Hi Neil, I apologise you feel this way. We work with Premium Credit Ltd to give our customers the ability to pay their policies monthly, instead of just annually. I've passed your details onto a member of customer service team who will hope to make contact with you via telephone today to discuss your concerns. We hope to make contact with you as soon as possible. Thanks, Jonathan.

Posted 6 years ago

“Throughout the telephone call to renew my insurance the person I was speaking to did not ONCE tell me that a deposit would be taken from my account today, even before my car insurance was to begin.”

Helpful Report

Posted 6 years ago

Hi there, I apologise if it wasn't clear your deposit payment would be taken during the telephone call you had with our sales team to setup your policy. We will be sure to take your feedback on board for the future. If you wish to discuss your concern in more detail please get in touch via feedback@surething.co.uk. Take care, Jonathan.

Posted 6 years ago

“I was asked to respond to reply fromJonathon.£95 cancellation fee david smith ref.1064244/002”

Helpful Report

Posted 6 years ago

Hi David, thanks for getting back in touch with your policy information. I have passed your details onto our customer service team who will hope to make contact with you today regarding your concerns. Once again, I apologise for any inconvenience caused, Jonathan.

Posted 6 years ago

“Dealing with Surething has been the most stressful experience. Please avoid them! I have experienced nothing but hassle when the underwriter of Surething went into liquidasation in Dec 2016, I lost the remainder of my 8 months policy and with it all the of £1350 which I paid upfront for. I claimed some of it back through my credit card company and now they keep ringing me telling me I owe them money and have done nothing to help me. Even though all I have been is put through stress and I am the one who lost my policy. They are the most insensitive insurance broker I have ever been with. Please avoid!!!!!! Don't trust them with your money as they did nothing to compensate me! Ever!!!”

Helpful Report

Posted 7 years ago

Hi Niesha, I'm sorry to see you feel this way. This is not the kind of service we aim to offer to any customer, especially one who was involved in a claim prior to your underwriter being placed into liquidation towards the end of November 2016. I can see your complaint has been escalated so please be assured, our complaints team will be in touch in the near future once your complaint has been fully investigated. If there is anything else we can help with in the meantime, please don't hesitate to get in touch. Regards, Jonathan.

Posted 7 years ago

“Absolutely disgusting treatment to an existing customer and a blatant rip off. I had to change my car insurance with Sure thing when my car gave up the ghost. I had to pay a penalty for the changes and my car insurance rocketed.. The car that i bought from a dealer was a wreck and i was ripped off. I then bought another car and changed my insurance yet again. Sure thing then charged me another penalty and my insurance more than doubled to over £319.00 for the year.(a jump from around £170.00).. I was told that i had to pay the extra or i would lose my extra years no claims bonus and so i paid up. My insurance was up for renewal 20th March 2017 so i though id stick it out until i could renew it myself with my 9 years no claims.. I then got a renewal quote from Sure thing for £349.47 which would simply roll over if i continued my insurance with them. Meanwhile i go onto go compare and get a dozen quotes (all of which are cheaper than Sure thing). The cheapest quote i get is actually from Sure thing themselves for £159.00 so i take it up of course. Insurance companies are up in arms over fraud but are blatantly ripping off customers any way. An absolute scam..”

Helpful Report

Posted 7 years ago

Hi Alan, I'm sorry for your experience. This is not the kind of service we aim to offer to any customer new or old. We acknowledge on occasions the price available online through a comparison website can be cheaper than the renewal price offered. When this happens we would do out utmost to establish the cover levels are the same along with the personal details we hold for you and if like for like, we would offer to match this price. We issue the renewal quote via email at least 21 days before the due date to all customers advising them of the price we have available for the upcoming year. We do appreciate you returning to us through the GoCompare comparison website for the next 12 months but would love the opportunity to resolve your concerns. I have passed your details onto a member of our customer service team who will attempt to make telephone contact with you to discuss as soon as possible. If there is anything else I can help with in the meantime, please don't hesitate to get in touch through feedback@surething.co.uk. Take care, Jonathan.

Posted 7 years ago

“Had 2 cars insured with them. One of the cars broke down so i called their breakdown cover and ask them to send a mechanic. He arrived within an hour which I thought it's brilliant what a service ! The mechanic checked the car and told me that he has to recover the car to a garage to examine it on a ramp. This was after 6pm when the garage was closed so he told me that I should call Sure thing in the morning then he will come and will recover the car to the garage. "So far so good" half an hour later I get a call from Sure thing and they tell me that according to the policy wording the car has to be recovered at the first time and if I'm going to call them in the morning it will be a second call and they will charge me for that RIDICULOUS ! I've told them where did you want me to tow the car to if the garage is closed? But they kept reading me from the policy and telling me that I'm not insured for a second call. What ignorance!!! I've asked them what had happened if The car broke down in the middle of nowhere in the middle of the night so I'll have to wait till the garage is open ?? Their service is rubbish. Never again ! My car insurance is due for a renewal now but sorry I won't insure with them !!! Be aware! Their price looks cheap BUT you get what you pay for !!!”

Helpful Report

Posted 7 years ago

Hi there, I'm really sorry for your experience. I will ensure your comments are recorded for you but appreciate this doesn't take away from the frustration of your vehicle breaking down. I have passed your details onto my colleague in the customer service team who will make telephone contact with you today to obtain further information on your concern and in turn resolve this issue. This isn't the kind of service our breakdown provider or Sure Thing! aim to offer. In the meantime, if there is anything else we can do for you please don't hesitate to get in touch. Thanks, Jonathan.

Posted 7 years ago

“Went online to check price from current car to new car, by mistake clicked submit, tried to call as price difference was £300 + £15 broker charge couldn't get through as they were closed as it was weekend, when I did get through was advised as I clicked submit not there fault and couldn't revert back so my dd went from £40 Pr month to £65 Pr month, very unhelpful when called, ended up coming off the phone with 3rd party policy at £50 all for being human and pressing a button by mistake to put icing on the cake as there price was so expensive compared to other companies THEY left me with no choice but to get insured with another company so to cancel the policy they charged me £60 + £28 thanks to there cancellation charges. Watch out as they will wash there hands by saying they are only the broker and its the underwriters that charge it. Oh also to note I had been with them for 2yrs.”

Helpful Report

Posted 7 years ago

Hi Hafeez, I'm sorry to see you feel this way. I appreciate you have processed a change of vehicle online in error and unfortunately we weren't open on the date you made this change. In addition to this, I apologise for the service received when you did make telephone contact with us to discuss your enquiry. I can see we have made contact with you today via telephone to discuss your complaint and believe we have now managed to resolve your concerns. If there is anything you would like us to do, please don't hesitate to get in touch by sending your details onto feedback@surething.co.uk. Thanks, Jonathan.

Posted 7 years ago

“SHOCKING! DO YOURSELF A FAVOUR AND AVOID THIS COMPANY. YOU WILL SAVE MONEY AT FIRST BUT IN THE LONG RUN YOU WILL PAY FOR IT AND MORE! If there was the option for zero they would have got it. I would advise everyone to avoid this company like the plague. I have always used the cheapest insurers but never had any claims. Last year i was involved in a minor incident and had to deal to these people.. Now I realise why these guys are so cheap. They are absoloutely useless. Always happy to talk when they want your money but want nothing to do with you or your claim. They will pass you around to several different companies who handle different aspects of the claim. Its confusing, frustrating and a massive waste of time. In the end i just gave up because i didnt want the hassel. A few months later im told the company they used to underwrite was going in to liquidation, but they could smoothly transfer the policy to another company at the same monthly repayments. So I agreed. A few weeks later i was sent a letter telling me my insurance is being raised from 55 pounds a month to an eye watering 168 pounds a month ! I was told that because I had a claim still in dispute i had to pay the old policy to the end and my new policy with an increased premium! Id had enough, i just wanted to cut all ties with this company. I spoke to an adviser and evetually agreed a cancellation price 297 pounds. I very clearly asked him if i pay this are we done? I owe you no more money? I was told thats it, no futher payments required. Not even 2 weeks later im sent a letter telling me they will take 51 pounds for a cancellation fee. If its not paid they will pass the debt to a recovery agency with more charges. The dispute still continues.”

Helpful Report

Posted 7 years ago

Hi Daniel, I'm sorry to see you feel this way. I'll be sure to pass your feedback onto the claims team on the back of the incident that you were involved in. This is not the kind of service we aim to offer to any customer especially one going through a claim. Unfortunately, you have been affected by one of our underwriters being placed into liquidation towards the end of November which has meant we had to transfer your policy to another provider. The open claim has in turn meant we weren't able to keep the monthly re-payments the same on the new policy but I'm sorry for the confusion if you had been advised otherwise to begin with. Can you please forward your details onto me using feedback@surething.co.uk and I will investigate why you have had additional funds taken from your account & get this resolved as soon as possible. I hope to hear from you soon. Thanks again, Jonathan.

Posted 7 years ago

“SHOCKING! DO YOURSELF A FAVOUR AND AVOID THIS COMPANY. YOU WILL SAVE MONEY AT FIRST BUT IN THE LONG RUN YOU WILL PAY FOR IT AND MORE! If there was the option for zero they would have got it. I would advise everyone to avoid this company like the plague. I have always used the cheapest insurers but never had any claims. Last year i was involved in a minor incident and had to deal to these people.. Now I realise why these guys are so cheap. They are absoloutely useless. Always happy to talk when they want your money but want nothing to do with you or your claim. They will pass you around to several different companies who handle different aspects of the claim. Its confusing, frustrating and a massive waste of time. In the end i just gave up because i didnt want the hassel. A few months later im told the company they used to underwrite was going in to liquidation, but they could smoothly transfer the policy to another company at the same monthly repayments. So I agreed. A few weeks later i was sent a letter telling me my insurance is being raised from 55 pounds a month to an eye watering 168 pounds a month ! I was told that because I had a claim still in dispute i had to pay the old policy to the end and my new policy with an increased premium! Id had enough, i just wanted to cut all ties with this company. I spoke to an adviser and evetually agreed a cancellation price 297 pounds. I very clearly asked him if i pay this are we done? I owe you no more money? I was told thats it, no futher payments required. Not even 2 weeks later im sent a letter telling me they will take 51 pounds for a cancellation fee. If its not paid they will pass the debt to a recovery agency with more charges. The dispute still continues.”

Helpful Report

Posted 7 years ago

“They should change their name to Sure Thieves! We inssured our little Fiat Car with them about a year a go. At first all was smooth, 8years no claim bonus etc and we agree to pay aproximataley £58 by monthly direct debit. When the insurance was due for renewal, they auto re-new the car and increased our premium to £106 monthly. They also claim to have sent us an email to confirm the auto renewal. I asked the manager why the insurance company did not send a letter to alert us. He replied that they are an "online company" and they do not have responsibility to send letters, what about text and phone? He said we can not send text or call all of our customers. Imagine a company that cannot call or text their customer once a year before auto renewing and withrawing money from the customer's account. They claim to have done all these to protect us and ensure we are not driving an uninsured car. How about giving us a choice! The direct debit mandate was abused, the autorenewal system was also abused. The next day I received a letter from "Sure Things" to inform us that our insurance has been cancelled and we need to pay another £80 as cancellation charges, otherwise... This is the same "online" company that is allergic to 2nd class stamps! They also charge us £10 for requesting a copy of our insurance certificate. I mean, for just requesting, not asking for it to be sent to us. It was never sent and we were still charged £10. All I can say is; watch out! and keep an eye on your accounts!! They will empty it. The management of this company has a craving for money that is unbelievable and unethiccal.”

Helpful Report

Posted 7 years ago

“I was using a compare site that already had my details stored. As there was a discrepancy unknown to me at the time, I have been asked to pay an additional £187.36!!!! This was due to my name driver who had a very minor claim on their own insurance and own vehicle and nothing to do with me!!! I was told very rudely by the CS advisor (if that is what you call customer service) that the error is my fault and have to pay it. I asked for the name driver to be removed as they don't even drive the car (only put her down in case of an emergency) and was told my insurance would go up and an additional payment would need to charged for the amendment. I will taking this matter further and will certainly be telling people to never use Surething at all cost!!!!”

Helpful Report

Posted 7 years ago

“All I want to say about Sure Thing, is that they have just emailed me on Christmas Day to ask for a review! Soooo bad!”

Helpful Report

Posted 7 years ago

Hi David, I'm sorry you feel this way. We send this email to all of our customers ten days after the policy has started. Thanks, Jonathan.

Posted 7 years ago

“[SureThing replied to my one-star review. I wanted to display my reply back to them but I can only do it by creating a new review] Jonathan at SureThing wrote: "Hi John, I'm really sorry to see you feel this way. It's essential we hold the correct information on the policy to ensure you have the correct cover provided by your insurer in case you were to be involved in a road traffic accident. I appreciate you did declare your motoring conviction but unfortunately the insurer does rate on both the conviction code and date itself when calculating the premium. If there is anything we can do for you regarding this please contact me on feedback@surething.co.uk and I will look into this for you and make contact. Thanks, Jonathan." My reply: There was something you could have done for me. You could have cancelled the extra premium and just charged the admin fee. You refused. I don't believe you are sorry. I think you just have a company policy of replying to one-star social media reviews claiming to be sorry. I believe you add a largely random premium, but always disproportionately high to the actual risk, every time someone changes anything in one of your policies - date, address, name, even adds extra safety features to their car. For evidence, all I need to do is to get a new quote from you with the new/correct information - it is always much lower than my original premium plus the extra premium you have quoted. I think it's a money making scam that is done because it is currently legal and the sooner the government stops it, the better. As for you, I hope your conscience lets you sleep at night.”

Helpful Report

Posted 7 years ago

“I took out insurance but was contacted a few days later about an undeclared claim in the past 5 years. Turned out I had declared it but I had put the wrong date - I had put May 2013 when it was actually May 2014. I told them what I had done. They wrote back that making the change would cost an admin fee of 30 quid which I thought steep but reasonable... ... and an extra PREMIUM of 123 quid!!! For what??? Exactly what risk is greater because I had an accident one year later than I originally said??? I was within 14 days of purchasing the policy so I cancelled it and went with someone else. Moral of the story: if you MUST insure with these clowns, get all your details right first time and do not change anything until it's time to renew your policy. If you're expecting to buy a new car inside a year, pay monthly so you never have to make a change to your policy.”

Helpful Report

Posted 7 years ago

Hi John, I'm really sorry to see you feel this way. It's essential we hold the correct information on the policy to ensure you have the correct cover provided by your insurer in case you were to be involved in a road traffic accident. I appreciate you did declare your motoring conviction but unfortunately the insurer does rate on both the conviction code and date itself when calculating the premium. If there is anything we can do for you regarding this please contact me on feedback@surething.co.uk and I will look into this for you and make contact. Thanks, Jonathan.

Posted 7 years ago

“Sure thing is the worse insure I ever have had! there is fees for everything! Even when my son had passed his test you have charged me £40 to remove him! £60 is the cancelation fee and you have charged me £136 with all extras?! You are just a rip off!”

Helpful Report

Posted 7 years ago

Hi, I'm sorry to see you feel this way. Our adjustment and cancellations fees are disclosed as part of our terms & conditions prior to purchase both online and on the telephone but I appreciate this doesn't take away from the frustration of having to pay £136 upon cancelling your car insurance policy. If you would like me to look into this for you please forward your details onto feedback@surething.co.uk and I will find out why your balance came to £136 if this wasn't explained when you cancelled the policy. I apologise for any inconvenience caused. Thanks, Jonathan.

Posted 7 years ago

“Got the best price with SureThing through a comparison website then it all went wrong… They've literally made up a car accident and increased my car insurance by £200+ for the year. On top of this, they charged me £30 for not reporting this made up car accident so I'm now out of pocket £230. I've provided them with proof of my no-claims bonus along with a previous renewal letter from my previous insurers that proves that this accident never happened, yet they refuse to believe me and my previous insurers. I’ve spent 3 weeks, countless phone calls to SureThing and my previous insurers, multiple back and forth emails and I’ve got nowhere with them. If you use a comparison website and SureThing gives you the best price – avoid them. Pay a little bit more, as if they’re willing to fabricate a car accident to charge me an extra £230, they will be willing to do it to you as well.”

Helpful Report

Posted 7 years ago


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