“Web and Live Chat are dreadful and contact details and times to speak to a real person are too limited. I have taken out car insurance and went to log on as instructed using the links but it wouldn't let me log on as it said the email was already used. Correct because I have had a policy with you before. When I finally logged on it showed no policy documents. I then tried the abysmal live chat which is far too tick boxy and limited to be of any help. I have struggled to find a contact number to call you except a claims number. I will call this on Monday.”
“Absolutely useless. Can’t log in on portal. Live chat doesn’t help and is now closed. Finally got a WhatsApp chat yesterday. I needed to change a start date so had to cancel original just taken out, received an email saying charges would be waived and I’d need to take out a new policy which I did. Then tried to take £49.99 so had to spend an age getting that sorted. Now got an email saying bank details wrong but the WhatsApp guy cancelled the direct debit for the first policy so I’m guessing they also cancelled it for the second one. I just want to forget I’ve ever heard about Yoga.”
“I found it impossible on line to change items i did not want.
I also found i was put under pressure by being informed i only had one day to take up the offer so now i am paying for something i did not need or want,
Confused.com com was no help as they promised to callme in three to five days and i am still waiting for that call.
ON the whole very disappointed with both companies.
I think that when these website sites are set up elder people need help.”
“I have tried to get in touch with you numerous times. Your ‘self-service’ ethos is terrible as the customer is unable to reach out to anyone.
I am very disappointed in the customer care.
Getting sent emails after the event and making demands without any justification is poor indeed.
I had got in touch. I paid to date and also additionally 1 month after my contract had ended. I have email evidence.
I have had no communication other than the photo of an email, that accepts no incoming responses.
Writing on the geedback invite from over a year ago is.”
“I have found it difficult to make a change of address and this was made worse by the fact you cannot actually speak to anyone. I am still unsure if my change has been made correctly”
“Unfortunately I mistakenly bought 2 of the same home insurance policies at the same time .Cancelled one almost immediately BUT DIDN'T GET A FULL REFUND WHY? IF I COULD GIVE A MINUS RATING I WOULD.ALSO I WOULD LIKE PAPER COPIES. COULDN'T GET A POSITIVE ANSWER FROM LIVE CHAT. NO PHONE NUMBER FOR CUSTOMER SERVICE.”
“Proceed with caution.
I cancelled my policy within one day of purchase, before the policy start date, and the insurer confirmed £0.00 time on cover. No claims. No risk carried.
Despite this, £49.99 was retained as a broker “set-up” fee. While this fee exists in their charges document, in practice it makes the 14-day cooling-off period expensive and ineffective, especially for a policy that never went live.
To be fair:
Cancellation was processed
A partial refund was issued
However, losing nearly £50 for cancelling immediately raises real questions about fairness and transparency for consumers using an online-only broker.
My advice to others:
Read the Our Charges document line by line
Don’t assume the cooling-off period means “risk-free”
If anything feels off during checkout, stop
Not a scam — but definitely not customer-friendly.”
“I signed up for insurance with Yoga less than 24 hours ago and although I have registered I am not able to log in. The email address and password are correct. I have tried chat bot, but that is worse than useless as I go round in circles and just get frustrated. I have paid by credit card, but unless I get some satisfaction today, I will be speaking to my bank and cancelling. I need to log on to alter the auto renewal for next year, as I dont want to have the policy renewed without being able to consider it first. In a case like this I need to speak to a real person”
“Went through the application got to the end would not submit wheel was just turning left it for 5 minutes still not submitted had to come of it and try again went straight through this time didn't realise it had gone through the first time no indication it had been successful try to cancel one of them now you want a cancellation fee of 49 pound for this when your site was not working correctly not paying it will contact the insurance ombudsman”
“Good Morning, I have not had a BAD experience but an awkward one. I am aged
84 and have difficulty with technology. I need to speak with a REAL person and not a machine. Confused.com have advised you do not have a telephone - this is not true. Problems - my quote from "Confused" was £862.76 (all details correct) but the amount taken was £1125.28 and EXTRA £262.52 and I can find NO explanation. I assume you reply to these requests but I am probably WRONG. I will await a call 01889 565574 Cliff Cason”
“I had a quote from you, went to purchase it, and the price went up by £75.
Not happy. Tried contacting you but could not find a number and your online chat box is next to useless”
