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Complete Cover Group Insurance Broker Reviews

Ratings based on 428 reviews Last review 1 month ago

At Smart Money People, we collect Complete Cover Group Insurance Broker reviews from customers like you. If you're thinking of getting using Complete Cover Group check out our reviews, or if you're an existing Complete Cover Group customer - please...

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At Smart Money People, we collect Complete Cover Group Insurance Broker reviews from customers like you. If you're thinking of getting using Complete Cover Group check out our reviews, or if you're an existing Complete Cover Group customer - please share your experiences with our community in order to help out others!

5 284
4 56
3 24
2 10
1 54

Your Insurance Broker Reviews (428)

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22nd May 2018

Renewal & Refunds

All I have to say about this company is highlighted in the email I send to their complaints department, - copy of email...

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All I have to say about this company is highlighted in the email I send to their complaints department, - copy of email below:

I received a renewal quote for my car insurance, which expired Friday 11/5/2018. I contacted your renewal team on Thursday 10/5/2018 at 09:00am to inform them, that I did not wish to proceed with the quote, as I had received a quote elsewhere at a much cheaper price.

I spoke to 'X' and he said he would see if he could match the price, and get back to me by midday. I did not receive a call back and I didn't think anymore of it, until I see, that despite my conversation with him the day before, the amount of £172 has been taken from my account Friday 11/5. I called him first thing, and asked why money had been taken, when I clearly had said to him that I did not wish to proceed with the renewal quote due to the high cost. He said he would look into it and get back to me.

In summary, he said that money had been taken, because I was on auto renewal. He had not cancelled the quote in the system, as he was trying to find me a better deal. I told him that I wanted the money refunded, as I had already told him the day before, that I had found a policy somewhere else.

He eventually put me through to your cancellation department, and I was left holding for 32mins (!!!). I hang up and called back, and I was told that the cancellation department was now closed, and that 'the manager' would call me back Monday, as 'X' was not going to be in.

No one called me back Monday morning (14th May), so I called again, and was put through to the cancellation department. The policy got cancelled, and I was informed that I would incur cancellation charges. Naturally, I was not happy with that, as I can't see why I should incur cancellation charges for a policy that I had called in to say I did not want. I was assured that someone would get back to me within 72hrs, as someone would need to listen to my calls to determine, wether I did in fact call in on the 10th, to say I didn't not want to renew.

No one called me back within 72hrs as promised, so I called back on Friday 18th May. During this call, I was informed that there was a note on the system saying that the call had been listened to, and that I would be charged cancellation charges. I was told that, although 'x' never did call me back on Thursday 10th of May as promised ( to confirm if he could match my new insurance quote), I had not called back either to check if you could match it, so I was at fault.

As I explained to the lady I spoke to, it is NOT up to me as the customer to chase YOU for a cheaper quote. I called YOU in advance of my policy expiring, to say that I would not be renewing with you, as you were nearly 50% more expensive. As a customer, I want the best deal - I had found a better deal, which I told you about - so why should I be chasing YOU to see if you could match it ? Naturally I assumed that you could not match the quote as I did not hear back. Your reply as to why I should not receive a full refund, is complete an utter nonsense, and goes AGAINST everything customer service is about.

I was told, yet again, that my case would be looked at, and that I would 'definitely' receive a call by the end of the day with an update. However, yet AGAIN no one has called me back.

I must admit that I am at a loss, as to how you can operate a business this way. All the way through, I have had to chase you, and time after time I'm promised that someone will get back to me, and no one does.

I expect a full refund of the £172 you have taken from my account without my consent.

So a warning to everyone out there, just because you call and inform them that you do not wish to proceed with your renewal , doesn't stop them from taking money from your account !!!!

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12th April 2018

0 star rating

O star rating, Absolutely aweful service do not insure with them they are criminals who take money off people who can't afford to be throwing away their hard earned cash. It took me 4 days to even be able to contact them via phone. Phone they kept...

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O star rating, Absolutely aweful service do not insure with them they are criminals who take money off people who can't afford to be throwing away their hard earned cash. It took me 4 days to even be able to contact them via phone. Phone they kept cutting me off after being on hold for 30- 40 mins at a time. To be past from one customer servise advisor to another who did not no how to help me, then told they would put me through to a manager who said they would phone me back. I never did recieve this phone call back. Then I request a call back I get the call back the next day at 8am in the morning so I miss the call all just very stressful and frustrating experience. just going in circles.To complain the only time they were helpful was to take my money that was quite an easy process funnily enough. They cancelled my policy and now I am left with no insurance and to put the icing on the cake they demanded £150 cancillation fee when they cancelled my policy. I feel very unfairly treated by these criminals. If I had made no attempt to provide information they wanted it would not be so bad but I did. Do not repeat do not insure your car with these criminals. I've folked out nearly £500 for two months insurance and now am unable to insure my car thanks complete cover

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6th April 2018

Shocking

After several long winded emails from myself and hours of trying to get through for communication via telephone I eventually got...

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After several long winded emails from myself and hours of trying to get through for communication via telephone I eventually got through.
To a chap called richard who was very helpful and polite. But the lack of managing to get through and non response to emails I was very bemused.

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8th March 2018

horrible service

I had a nightmare experience with complete cover , avoid them at all...

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I had a nightmare experience with complete cover , avoid them at all cost

bad communication , costumer service do not solve your issues.

you have to wait for ages before they answer your call. they will never call you if you have issues with your documents.

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15th February 2018

Guy on phone was amazing, so freindly and helpful

I was expecting a big chew on as i normaly get when dealing with Insurance companies, but amazingly it was so straight forward and for once did not include a price increase but rather a decrease !! I could'nt be happier at this present moment in...

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I was expecting a big chew on as i normaly get when dealing with Insurance companies, but amazingly it was so straight forward and for once did not include a price increase but rather a decrease !! I could'nt be happier at this present moment in time, Thank you to complete cover group and your freindly staff !!

Reply from Complete Cover Group
Good morning. We are very happy to hear you are pleased with the level of service we have provided, and thank you for taking the time to leave your review. Kind regards, Sarah.
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10th February 2018

Very pleased

Very pleased with the Service !! Great customer skills rob !! Am a first time driver and was getting daft quotes but when I spoke to theses... they come back with a very low prices for me witch I was happy about!! overall very friendly and very...

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Very pleased with the Service !! Great customer skills rob !! Am a first time driver and was getting daft quotes but when I spoke to theses... they come back with a very low prices for me witch I was happy about!! overall very friendly and very quick thank uses

Reply from Complete Cover Group
Hi Steph. We are very happy to hear you are pleased with the level of service we have provided, and thank you for taking the time to leave your review. Kind regards, Sarah.
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8th February 2018

Beyond bad

Hands up the WORST so called company I've come across. Words fail me.

Reply from Complete Cover Group
Hi Jon, thank you for taking the time to provide us with your comments. I am sorry to hear that you are unhappy with the service received so far. In order for us to understand your concerns and look to resolve them, we kindly ask if you can please contact us on 0800 440 2483 or via email at complaints@completecovergroup.com. Kind regards, Sarah.
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2nd January 2018

Pathetic

So there quick to reply once they get wind that you write a review on here. Too anybody thinking about joining them i strongly advise against it,even if i can put one person off it will make this review worth it. There useless. Look for my other post...

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So there quick to reply once they get wind that you write a review on here. Too anybody thinking about joining them i strongly advise against it,even if i can put one person off it will make this review worth it. There useless. Look for my other post if you want to read why. And cheers for the reply complete cover group but i sorted it myself, ok yeah thanks so much for giving me the bog standard number to call on your reply to my last review, like yeah i wasnt trying to call that number already, its only planted all over the website and emails, you know the number you dont bother answering. A word of advice to anyone trying to get through to them, look through all the old replys and find one where they tell the customer to call them 0800, it worked first time , no wonder why they dont wanna let you know about that number though as its a free line. Just do yourselfs a favour and stay clear from these money grabbing greedy ,crap service bunch of @*#%*

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28th December 2017

Good customer services

Good customer services long waiting times

Reply from Complete Cover Group
Hi Jamie, thank you for taking your time to leave your review. We are happy to hear you have received good customer service from us, but apologise if you have had a long call wait. We are working hard to answer all of our customers calls as quickly as we can, but due to the Christmas period we have been receiving higher than normal call volumes. We thank you for your business, and for your patience. Kind regards, Complete Cover Group.
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28th December 2017

Shocking customer service

They are useless. The lack of customer service is appalling . I had an email saying they were going to cancel my insurance due to not receiving a picture of my licence which is fair enough. So i emailed it to them.. Again along with an email to...

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They are useless. The lack of customer service is appalling . I had an email saying they were going to cancel my insurance due to not receiving a picture of my licence which is fair enough. So i emailed it to them.. Again along with an email to customer service asking if they have received it and is it ok as i cant afford to loose this insurance as it is already a rip off. Two more emails i sent them asking is it ok and still nothing. I had to wait a month to see if it went through ok by waiting to see if the money came out my bank. I tried calling inbetween that and it just stays on hold then cuts off at about thirty minutes. Im only with them out of desperation but the money i am paying them i atleast expect a little customer service. Recently i have been accepted for a delivery job and i need my insurance certificate details re sent, i have sent two emails this month and nothing. Following the steps on there website to get my insurance certificate sent, one i requested through email and the other through post and have waited three weeks and still nothing. I am currently on the phone to them now and have been on hold for over half an hour. They are the worst insurance company i have ever dealt with, there ignorance and poor customer service amazes me. They are the image of a big corporation that doesn't care about the service they give just take the money and offer nothing in return. If you dont mind being ignored, having no one to talk to and get back to your complaints and generally like being treated like a you know what then yeah take out this disgusting insurance policy. I am still on hold and i appreciate there open until 6 as its xmas week blah blah blah put this is ridiculous. Dont bother with these wasters spend your money elsewhere.

Reply from Complete Cover Group
Hi Jake, thank you for taking the time to leave your review. We are really sorry to hear of the level of service you have received, as we understand this is disappointing and frustrating. I can see you have spoken to a member of our complaints team, where we have discussed the documentation and these have been issued to you. We take all feedback on board, and are working on providing our customers the best service we can. We apologise again if this has not been the case for you so far, and we apologise for any inconvenience this has casued. Should you require any further assistance please contact us on 0333 400 1646, where we will be more than happy to help. Kind regards, Complete Cover Group.
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27th December 2017

Was ok, could do with some changes though

Setting up my insurance was fine however when asked to upload my ID and address documents I completed that as requested. Then I got an email stating my insurance is going to be cancelled in a couple of days. Didn’t get any explanation why until I c...

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Setting up my insurance was fine however when asked to upload my ID and address documents I completed that as requested. Then I got an email stating my insurance is going to be cancelled in a couple of days. Didn’t get any explanation why until I called up and they said the documents I uploaded wasn’t correct. Moving forward the documents you upload online if they are incorrect an email or phone call from you would be nice to explain and not just get an email threatening to cancel my policy.

Reply from Complete Cover Group
Hi Scott, thank you for taking the time to leave your review. We are always looking to improve our customer journeys, so we appreciate your comments and will take them on board. Kind regards, Complete Cover Group.
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14th December 2017

Would actually give -1 stars

Absolutely outrageous, we asked for breakdown cover and when I broke down they said I didn't have this and had to wait to verify it, they said in the mean time to pay £90 (which I did) and this would be refunded, this was on the 30th October and I ...

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Absolutely outrageous, we asked for breakdown cover and when I broke down they said I didn't have this and had to wait to verify it, they said in the mean time to pay £90 (which I did) and this would be refunded, this was on the 30th October and I have still not had my £90 back after numerous telephone calls and emails, even though they have confirmed that I have breakdown cover included in my policy, customer service is soooo bad, would never use this company again! It is now the 14 December and I have still not received my £90 refund!

Reply from Complete Cover Group
Hi Kevin, thank you for taking the time to leave your review. We are really sorry to hear you are unhappy with the level of service we have provided. I have reviewed your policy, and I can see we are working with the breakdown provider Call Assist, to arrange the refund for you. We apologise this has taken some time, but we will contact you shortly to discuss this further. Kind regards, Complete Cover Group.
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12th December 2017

Valued customer

Made to feel we were looked after and nothing too much trouble. Phoned us back when they said they would and have us the appropriate cover

Reply from Complete Cover Group
Thank you for taking the time to leave your review. We value your comments, and its great to hear you are happy with the service we have provided. Kind regards, Complete Cover Group.
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10th December 2017

Great people great service

I have receive fantastic service with your company and I wish to be with you for some time

Reply from Complete Cover Group
Thank you for taking the time to leave your review. We value your comments, and its great to hear you are happy with the service we have provided. Kind regards, Complete Cover Group.
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8th December 2017

Budget service

Very difficult to speak with a representative despite being an existing customer. Tried calling the premium rate line numerous times to enquire regarding possible change of vehicle. I tried the online chat but they just advised me to call the number...

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Very difficult to speak with a representative despite being an existing customer. Tried calling the premium rate line numerous times to enquire regarding possible change of vehicle. I tried the online chat but they just advised me to call the number again a later time. When I did get through the rep. Referred me to a ‘colleague’ after a brief introduction and I was put on hold indefinitely again: hopeless. Will look at cancelling existing policy and taking new policy out with others on my new car since I simply don’t feel valued as a customer.

Reply from Complete Cover Group
Hi Conrad, thank you for taking the time to leave your review. We are sorry to hear you have had difficulty in contacting us, and apologise for any inconvenience this has caused. We are experiencing higher than normal call volumes, but are working hard to speak to our customers as quickly as we can. Should you still need to speak to us about your policy, please email your details to complaints@completecovergroup.com, where a call back will be arranged for you. Kind regards, Complete Cover Group.
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8th December 2017

Straight away after quote at compare

Straight away after quote at compare market get a phone call from this company even when thick the box to don't contact with me :( . Then explain me they couldn't insure my vehicle as in on hire purchase agreement with bank ( one of the finance option...

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Straight away after quote at compare market get a phone call from this company even when thick the box to don't contact with me :( . Then explain me they couldn't insure my vehicle as in on hire purchase agreement with bank ( one of the finance option ) . At 3rd or 4th call from them someone say would speak with them manager and find it out offer for me increasing my premium on certain amounts as is on (finance) hire purchase agreement. Personally simply haven't seen any different for insurer who they have to pay when anything happen. after a little while I contact with them to accept this offer with additional products tool insurance . Then receive some link to the website to upload doc. and check all detail but as haven't been nothing about quotation details , was contact with with brooker name Roger to get some documents and review details . Then I found some mistakes about 3 one of them in Haven Statement of Fact point
4. FINANCE DETAILS
Is the vehicle subject to a finance agreement? - NO

I've send few emails regarding amend that details and all together 3-4 hours on the phone some obligated to send back amended documents within 24 h . All that get annoying me with stressing time as been responsible to give right details with expectation from finance company to notify insurer about them busines. As that was process around 2 weeks without any succes decide to cancel this policy by sending mail and reinsure with other company . Then receive phone call first one regarding sended emails to enquiries address provided with documents with explain to me regarding last one : when I'd like to cancel this policy with today dates m outstanding balance will be 380£ . Is there any customer right to cancel policies as worry about future communication and due to negligence on the part of the service? During this conversation was clearly feel pressure on me to accept offer of cancellation with outstanding of 380£. Please be aware with this I don't like to even think what would might happen to have a policy with wrong details . Aparts of it have to my first conversation with brooker on 08444721582 was 58:40 min and cost me 30£ add to my bill without any information about additional charge to use this tel. nr . I still can't believe is that happen on real world in 21 century . Looks like theft in a white day.

Reply from Complete Cover Group
Hi Konrad, thank you for taking the time to leave your review. We are really sorry to hear of the level of service we have provided. Please be assured we are investigating the matter fully, and we will contact you directly to discuss this further. Kind regards, Complete Cover Group.
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7th December 2017

Quick process

Was quick sorting my policy, good deal. The portal didn’t work for me when sending my relevant documents but when I spoke to the Emily on the online chat she helped me sort it, All in all very good. Thanks

Reply from Complete Cover Group
Thank you for taking the time to leave your review today. We take all types of feedback on board, and appreciate your comments! Kind regards, Complete Cover Group.
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6th December 2017

Absolute joke

I was kept on the phone for over an hour in total over two calls. Being put on hold at every possible turn. The terms and conditions came in the form of verbal diarrhoea which I had to ask to be repeated. Even still, I had no idea what was being said...

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I was kept on the phone for over an hour in total over two calls. Being put on hold at every possible turn. The terms and conditions came in the form of verbal diarrhoea which I had to ask to be repeated. Even still, I had no idea what was being said as one long mumbled noise was all I heard. So I just accepted. The figures kept changing and what I was quoted online was not what I paid. To top it off, my phone bill came through yesterday and I’ve been charged £25 for the 41 minute portion of my dealing with this “company”. I needed insurance quickly hence why I bothered at all.

AVOID LIKE THE PLAGUE!!!!

(F.A.O. Complete Cover Group, reimburse my phone charges and I may consider changing my review. I haven’t complained because I can’t afford to call you up to do so.)

Update: complete cover group have kept up appearances and sent me a reply, stating they will resolve my issue. Although a week later, I’m STILL waiting to actually be contacted to discuss my problem. Well done!!!!

Reply from Complete Cover Group
Hi Mike, thank you for taking the time to leave your review. We are really sorry to hear you are unhappy with the level of service we have provided. To discuss this properly with you, I have arranged for a member of our complaints team to contact you, to answer any questions you have and resolve your concerns. Kind regards, Complete Cover Group.