“Lauren LD7 was a pleasure to deal with although ultimately could not help me to change the registration on my vehicle. She has promised to call tomorrow so hopefully all will be well.”
“I wasn't happy with being questioned about why I wish to opt out of automatic renewal; that is my business and it made me uncomfortable. Even worse, that the agent continued to tell me the benefits of staying in! I don't like sales tactics; I'm less likely to remain or renew.”
“I wanted to make a simple change to my policy, a change of where the vehicle is kept, but I was told it could not be done through my account online. I opted for the online chat, thinking this would be quick and easy. Unfortunately it was not, I was connected for around 50 minutes with no way of having notifications for the slow replies from the agent. This meant I had to keep my phone on the chat screen for the entire time, not allowing me to do anything else in this time. In hindsight, I wish I had opted for a phone call as this may have been quicker, despite the prospect of being in a queue. I was then asked to pay £42.50 as an admin fee to make the change which is extortionate. I have since spoken to an agent for the company who apologised and explained that they are going through an unforseen busy period which explains the delays. They have also offered compensation for the delays and to offset the admin fee, despite it being refunded anyway as they could not action my request which was no fault of their own, this was due to the rules of the insuring company.”
“HP1 was great! Mixed experience with the live chat. I had made a mistake with my policy details which could not be fixed using the portal.
Yesterday I got to the top of the queue after about a 30 minute wait then nothing connected. Just kept spinning around. I had to start all over again and although I got through after 10 or so minutes it kept sticking and my answers wouldn't send , lots of delay etc.
Today it was a lot better, only a little bit of initial delay with replying then it seemed to work fine. HP1 was very helpful and polite. Fixed the problem and explained everything. Loses 2 stars because of the issues yesterday which caused me a lot of wasted time and anxiety and also the slow speed of messages sending. I can't blame the agents for that, they were helpful both times. It's the live chat that needs working on.”
“I found that Ei1 was very good at answering the questions that I posed. So from the Customer Service point of view it was very good. Regarding the price I was not very impressed with the way that One Protect insurance is on the one hand the top of the list for being reasonably priced but digging deeper into the information it turns out that I really need to try and understand just what makes up a Legal pack as according to One Protect the items that I thought were standard are in-fact not covered and would attract a further premium of £24.99. At this point I decided that I would not proceed with the purchase.”
