“We had arranged home and contents insurance in October 2018 to commence on 18th November 2018. The agent was very helpfjl and wentvto somentrouble to find an underwriter who could provide away from home cover for more than 30 consecutive days. In early November whilst in Spain there was an e-mail telling us they would no longer cover us, no phone call, no previous e-mail just naff off we don't want you. 50 days later a curt letter tells us Thomas Salvi has not upheldnour complaint.”
“24 hour emergency is not 24 hour emergency cover in the slightest. We had a leak through the ceiling. Their plumber came the next day and diagnosed the wrong problem. The ceiling continued to leak. They told us they had a crisis and too many people had broken boilers or roofs so couldn’t send anyone for 2 weeks. They told me to find my own plumber to fix the issue myself. We have a 2 year old and a 6 year old and were left in complete dire straits. We had to fix the problem with our own and the plumber. Then when you want to claim they need to send an assessor which takes 5 working days meaning you are left in a mess for days on end. Completely useless. Have been a loyal customer for 6 years and never claimed before. It was only this year I realised the money I pay each month is a waste of time when you need them. Avoid like the plague”
“Don't touch them. Absolute crooks. They make promises but don't keep. Avoid home emergency insurance at all costs. Waste of your money . Many others out there much better and honest.”
“A total waste of time, my sunroof was damaged which they say is a window, but would have paid if it was the metal 12 inches further back. Also if you think you are speaking to Swinton you are not, it is a broker. A total waste of time.”
“Tried to call. Automate system would not let me speak to a person for new insurance policy. So I tired to use webchat and the person on the other end did not read or answer my questions, they just put out prewritten paragraphs. I gave up”
“Disgraceful , unproffesional handling of Home Emergency claim left an asthmatic woman 64 years of age without central heating in below zero weather conditions.Flippant attitude from initial person handling the claim led to a catalogue of errors.Swinton have handled my Home,Car, and Home Emergency cover for years.....never again.”
“although the water was turned off from the stop tap water was pouring out of the back of my washer.Swinton was phoned and they said a plumber would be there between midnight and 8 in the morning ! !After every towel , tea towel sheet in fact every thing that would soak up water was used they sent out a plumber at 12noon !! who turned the water off but could not explain why when the stop tap is off water still poured out.He left.Leaving me with a room full of dripping wet towels ect. When asked when will it be put right ,was told their job was to make safe ,that they would have to check the records to see if they have to repair it..... 12hours waiting 24 hours without sleep because the water had to be moped up during the night ,a full day ahead with no washer working and no sheets,towels,no work clothes for Monday for work at 7am The best of it is EXTRA WAS PAID OVER THE PAST YEARS to cover ,I believed for every emergency. ,great firm if you do not make a claim rubbish and useless when you need them I feel sorry for anyone now with flood damage insured with Swindon ,they stand no chance”
“The worse insurance experience I have ever had. They need to be thoroughly investigated. They are profiting from cancelling policies but retaining a portion of the premium. Hiding behind a simple admin issue such as a poor NCB image is just an excuse. Intimidating generic letters with bold print YOUR POLICY WILL BE CANCELLED. Impossible to get through to over the phone in a reasonable time. Even their phone message is illiterate "telephony". Countless other issues. All causing a lot of anxiety. They do not deserve one star so we should all report them to the regulators.”
“Swapping to Swinton they were furnished with genuine proof of NCB
They did not accept this as it did not contain a logo!! although all other details checked out. I felt treated like a criminal.
Turned to LV who accepted me without any problem and were cheaper!
In my opinion Swinton are too petty and not worth bothering with.
The are definately £500 worse off”
“Just started a policy with Swinton but when i tried to access my account online my details were not recognised.Tried resetting password all to no avail, my username and postcode were not recogised,tried for over 2 hours to gain access to my account but couldn't.As a result of the system they use online i am going to cancel the policy less than 24 hours after signing up,thankfully after reading the comments on here and the fact that i am within the 14 days cooling off period i hope to get my deposit back,if they don't refund me i will inform my bank to stop the payment and to block all attempts to take money from my account.This has been the worst experience online in over 20 years of buying insurance.”
“sent me a renewal notice and also finance renewal notice both by email which were both on a no reply basis and 2 days before policy renewal.Abroad and tried to phone but came u p not available.Was then able to register and get thru to their help line who were unable to cancel my policy but registered my complain.Eventually got thru and and had to hold on for 10 minutes.Was charged 12.32 to cancel and the direct debit which was going thru the next day 64.76 which I could have cancelled has still not been refunded.Had a response to my complaint from a Joshua Angel who has still not replied after 2 weeks despite a reminder.All in all have spent hours trying to contact and sort this and from what I read now it looks as tho I will not receive a reply from Mr Joshua Angel”
“I insured 2 cars with Swinton. One year they did not renew a policy at my request and left me without insurance.
This year they renewed my policy without me asking. I insured elsewhere. They then charged my £50 to cancel the policy.
There is also confusion where they take an extra payment as a deposit for the following years policy. This is underhand.
My recommendation would to avoid them at all costs.”
“Insurance was ok. Come to end they put the premium up and try to auto-renew.
I canceled my home insurance and thought no more of it until several emails saying they need something. They said I was a liar and not canceled.
I had and had proof, but still lied to me on the phone with a serious attitude problem!!! Disgusting !!!!!!!!!!!
There nonsense email below.
Important : Please contact us regarding an issue with your insurance
We wrote to you recently asking you to get in touch with us as there was an issue with your insurance and we needed some extra information. Unfortunately, we still don't seem to have heard from you. Could you please give us a call as soon as possible so we can explain exactly what we need.”
“my home insurance with them and they insured my old address not my new one for 3 year if l had not phoned them l would of not known not good l would not recommend them to anyone”
“I have cancelled my policy with them as they're a very very bad insurance company, was not happy at all with the payments they asked me to do, and was supposed to get refunded between 3-5 working days, (as was specified in the email I've received from them) but they didn't processed my payment after 5 working days. It took a lot longer and thank God I've called them to ask where's my money and that I will complain about it. After a long argument with them, they decided to process the payment right away, otherwise I think they would've ''forget'' properly they owe me money. Please don't make any insurance with them, you will definetly regret it as I did.”
“I insured my car at Swinton Grup. I had a collision - the motorcyclist was ahead of me on the wrong side and damaged my car. I filed a claim with the Swinton Group, but I was not dealt with, I was redirected to Agnes Insurance and all over again my costs for phone calls for two weeks before my car was taken for repair. What is worse, the damage was liquidated from mine, not the perpetrator of the policy collision, even though I gave all the perpetrator's details. I had to pay for the repair service, and Swinton entered into the register of insured information about the road collision which lowered my rating by other insurance companies. I do not recommend this group for car insurance. I do not know how they work in other insurance matters so I will not comment. Talking on the chat I was treated offensive by a servicer. Yours sincerely, Jerzy”
“Opened a claim with them that was very quickly and subsequently cancelled without any cost/ inconvenience to the insurer or any companies they appoint to assess damage - was told at the time it would be marked as a claim but not ‘pursued’ so shouldn’t affect future insurance quotes. ONE week later I had my renewal quote for home insurance MORE THAN DOUBLED because I’d ‘had a claim’
When I rang to query this, I was told this was ‘the way all insurers worked’ and that I shouldn’t have been told that it would not be classed as ‘not perused’ 😡 and that it would be ‘on our insurance record for 5 years’
So angry about this as a mere phone call with no follow up action will affect my premiums with any future company (as I certainly won’t be using Swinton again!)”
