Hedgehog Insurance Reviews

Name: Hedgehog Insurance
Address: Capital Tower, Cardiff, Capital Tower, Cardiff, City and County of Cardiff
Rating: 4.67

4.7 Rating 3,425 Reviews

94 %

of reviewers recommend Hedgehog Insurance

Company Reviews

Metrics

Info

4.7

Based on 3,425 reviews


Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.2 out of 5

About Hedgehog Insurance:

We are an exclusively-online car insurance company. As a modern provider of car insurance, we use the very latest data to give you the most competitive price. We strive to make our website as convenient and easy to use as possible.

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Anonymous

Anonymous // 01/01/2019

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

“Sent 3 emails no reply”

Helpful Report

Posted 4 years ago

Hello, I can see our Customer Service team were in contact with you to help and this is now resolved. Regards, The Hedgehog Team

Posted 4 years ago

“I had an accident and my car has now been sitting for over a week with no indication of what is happening. My car is currently sitting with the recovery company who picked the car up after the accident. Hedgehog say that they do not deal with the recovery company as they are a 3rd party company and the 3rd party company say there is no garage willing to take the car. I have a coutesy car as part of my policy but only until the end of the month which is fast approaching and there has been no progress with my car. I have phoned every day to be told there is nothing that can be done and yesterday was told a manger would call me back by the end of the day which did not happen. I have never experienced this type of service with an insurance company before.”

Helpful Report

Posted 4 years ago

Hello Lindsay, we appreciate your frustration if you were not sure what the progress was. We have taken this on board and we will be working on how to prevent this again. I know the service team have been in touch to discuss further. Thank you for this invaluable feedback. Regards, The Hedgehog Team

Posted 4 years ago

“would much rather speak to a real person. trying to get an update on an existing claim is proving to be terribly difficult and painful.”

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Posted 4 years ago

Thank you for your review. I understand that your dedicated claims handler is currently in conversation with yourself, and they will be working hard to ensure your claim is resolved as smoothly as possible. The Hedgehog Team.

Posted 4 years ago

“Unable to access live chat and took 8 days for email reply.”

Helpful Report

Posted 4 years ago

Thank you for leaving feedback with us, we are always looking to improve and customer feedback is invaluable. We're sorry to see you had some issues trying to contact us, and we will certainly look into why you received such a delayed response as we aim to reply to all emails within 48 working hours. The Hedgehog team 🦔

Posted 4 years ago

“nobody to speak to online chat robot does not read your question emailed question received no answer ???????? poor service Jonathan Cooper”

Helpful Report

Posted 4 years ago

Good Morning Mr Cooper, We have tried to contact you and I can see your query has been responded to this morning. As you sent your query yesterday afternoon and the response was sent this morning, the wait time for your response was less than 3 working hours. We hope your query has now been resolved, however, please contact us if you need any further information. 😊 Thanks The Hedgehog Team 🦔

Posted 4 years ago

“I had no human interaction”

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Posted 4 years ago

Hello Mrs Martins, Thank you for your feedback. We are an online based company and don't have a contact centre so we can pass the savings on to you, our customer. However, I would like to reassure you that following speaking to our online robot, the person you spoke to was a member of our Customer Service Team. If there is anything else you need, please don't hesitate to let us know. Thanks Hedgehog

Posted 4 years ago

“I have queried an error on my Statement of Fact twice through online Chat and was told someone would get back to me. This was 2 weeks ago and I've heard nothing.”

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Posted 4 years ago

Good morning, thank you for taking the time to speak with us today. Just to confirm, your car insurance with Hedgehog is 100% valid and the incorrect value recorded in your document did not invalidate your policy. Your policy documents now reflect the correct value, which are available in your online account. Thanks for insuring with Hedgehog, have a great day! The team at Hedgehog

Posted 4 years ago

“Website playing up unsure if first payment went through it didn’t”

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Posted 4 years ago

Hello Simon, thank you for your review. We've had the chance to look over your purchasing experience and would like to thank you for raising a technical issue. It appears to be a specific issue on iPad's, using the 2016 version of Safari 10.0. We've now raised a ticket for our developers, who can fix this promptly for people using this device and browser in the future. The issue was preventing our site from connecting to the bank, which must have been frustrating, so we can only apologise. It's great to see that you were able to change your device type and then become a Hedgehog customer 😊 Our apologies again and thank you for raising the issue. The team at Hedgehog

Posted 4 years ago

“Not impressed to be honest. I was quoted one price, saw that I had forgotten to input my wife's drivers licence number and then in the matter in minutes, it went up by £10. My wife has no points or driving convictions so I'm wondering what could change in that time. If you could tell me, that would be great because if it wasn't for having a 9 month old baby, I would have looked elsewhere. Don't bother with the renewal when it comes around and I'll make sure to tell everyone about this too. Many thanks and have a good day Liam”

Helpful Report

Posted 4 years ago

Good Afternoon Mr Rodgers, Sorry to hear you have experienced issues setting up your policy. We'll contact you today to discuss your concerns. The Hedgehog Team

Posted 4 years ago

“Payment kept declining and even when I was accepted I was notified by text...the website took my back to the payment page”

Helpful Report

Posted 4 years ago

Hello Miss Rennix, Sorry to hear you've experienced issues setting up your policy. We have contacted you to discuss the issues you've faced. The Hedgehog Team

Posted 4 years ago

“I opted to pay for my car insurance monthly and you’ve taken it for the full year!”

Helpful Report

Posted 4 years ago

Good Morning Miss McDaid, We're sorry to hear you've had problems setting up your policy. We'll be in contact today to discuss the issues you've had. The Hedgehog Team

Posted 4 years ago

“Issues with the website when paying for my annual car insurance. Kept saying that the card payment had not gone through. It ended up that two payments were taken out, just over £1000. Which is a large amount of money. When I used the online chat, it took a while to get this sorted and was very difficult. Once sorted it was not transferred on the same day, and took several days to come into my account. I asked for this to happen but I was declined a same day transfer. fortunately I had not been in my overdraft, I could have been charged for that.”

Helpful Report

Posted 4 years ago

Good Evening Miss Waterhouse, We're very sorry to hear you've not had a good experience so far. We'll contact you tomorrow to discuss your concerns. Have a lovely evening. The Hedgehog Team 🦔

Posted 4 years ago

“I was involved in an accident. Third party admitted fault. Hedgehog deducted the premiums for the remainder of the policy from my settlement. I signed a credit agreement so I could pay monthly. I will struggle to find a replacement used car as I'm on a low income. I will never insure with Hedgehog in future even if theirs comes up as the cheapest quote.”

Helpful Report

Posted 4 years ago

Good Evening Ms Bell, We're very sorry you're not happy with your experience with Hedgehog and hope that your concerns have now been resolved to your satisfaction. Please let us know if there's anything else that you need. Have a lovely evening. The Hedgehog Team 🦔

Posted 4 years ago

“Poor customer service, no call centre and only an automated bot for assistance. Will not use again.”

Helpful Report

Posted 4 years ago

Good Morning Mr Birchall, We're sorry to hear you're not happy with our processes. We are an online based company and this is clearly communicated before purchase and on our website. We don't have a call centre so we can pass the savings on to you, our customer. We do however, operate an online chat facility from Monday to Friday 9am to 5pm or alternatively, you can email us at help@hedgehoginsurance.com. Please contact us if you have any queries or concerns, or need any assistance, as we'd love to help you. The Hedgehog Team

Posted 4 years ago

“Not good trying to change car over but can't seem to do it online”

Helpful Report

Posted 4 years ago

Good Morning Mr Grainger, Thank you for your feedback. We're sorry to hear you're experiencing problems changing your vehicle. Please contact us via online chat in order for us to try to resolve your issue. The Hedgehog Team

Posted 4 years ago

“You cannot contact this company apart from by e-mail or livechat. I tried to add my 17 year old son on to my policy. The website wouldn't let me do it but didn't give me an error message. No one answered my e-mail. I used Live Chat to be told that I couldn't insure a provisional driver! Ridiculous - the car was brought for him to learn in.”

Helpful Report

Posted 4 years ago

Good Afternoon Miss Gould, Thank you for your feedback. We will be in touch shortly to discuss your concerns. We are an online based company and this is clearly detailed on our website. We don't have a call centre so that we can pass the savings on to you, our customer :) The Hedgehog Team

Posted 4 years ago

“Poor customer service”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for your feedback. We're sorry to hear you've not received the service you expected. Please could you contact us in order for us to resolve your concerns. The Hedgehog Team

Posted 4 years ago

“Have have been speaking with your team for over a week and a half. I asked if I could amend my policy from pay monthly to pay in full. I was assured that I would receive the change of policy Monday/Tuesday. This did not happen, instead I received a cancellation notice. When I received this, I contacted customer care again. As I was worried I would not have valid insurance. Again, I was assured I would receive this by Friday. Friday is nearly over, and I am yet to get the amended policy I requested. So now, as of midnight I will be uninsured. Please can someone help?”

Helpful Report

Posted 4 years ago

Hi Jacqueline, I hope the communication from ourselves on Friday left you with confidence that your car is insured. We are disappointed to see your review, and we will use your comments to understand why the request to get back in touch with you didn’t happen. We're sorry for the inconvenience this may have caused. The team at Hedgehog

Posted 4 years ago

“Your practice of wildly inflating the premiums that were initially offered via price comparison websites to customers that do not then purchase your insurance policy immediately on the day the quote is generated, but instead come back to purchase it a few days later, should urgently be reviewed.”

Helpful Report

Posted 4 years ago

Hi Sandra, It is disappointing to see your review and we are sorry that you are not happy with your price. Our prices fluctuate on a daily basis due to numerous factors, which is communicated on the comparison sites before purchasing. We do urge customers to purchase the same day they receive the competitive quote. We will use your feedback to help us improve our overall service. The team at Hedgehog

Posted 4 years ago

“No should have phone service aswell as keep online good service out Hours”

Helpful Report

Posted 4 years ago

Hi Syedsaghir, It's disappointing to see your review. We are sorry this isn't suitable for you. We are an online based company which is communicated prior purchase. Please be aware that our customer service agents are available on live chat Monday - Friday 9am- 5:30pm to help, and respond in seconds! If you need to talk to us out of hours, you are able to email help@hedgehoginsurance.com but these will be picked up during our opening hours. We hope this helps! The team at Hedgehog

Posted 4 years ago

Hedgehog Insurance is rated 4.7 based on 3,425 reviews