Lancaster Insurance Reviews

Car Insurance

Changing the Goal Posts after payment and in the event of a claim

I have a dispute with Lancaster Insurance Services over a windscreen replacement on an insured... Read more

I have a dispute with Lancaster Insurance Services over a windscreen replacement on an insured vehicle
It is based on a windscreen replacement
My point of dispute are based on
a) the proposal documents having no limitation on windscreen cover
b) the telephone agent assuring me specifically that it is fully covered
c) after a dispute I checked the next years renewal documents which I already had AND made a call to enquire about renewal and windscreen cover and was told again it was fully covered and the proposal documents show no limitations
So a limit hidden away and not highlighted as being different to the proposal overrides the original proposal, a telephone agents answer and even a second telephone agents answer regarding a renewal on this specific point AFTER an initial claim has been refused make no difference with a second set of renewal documents that also show no limitations
The policy was taken out on 8-Jul-2020
When taken out I specifically asked the telephone agent about windscreen replacement and repair and was told it was fully covered. My liability would be £75 which was a glass excess.
Upon a claim made on 1-Jul-21 I am told there is a limit of £500 for windscreen replacement. The vehicle is a period Bentley Arnage so obviously its not fully covered
The proposal show no limit and that is what my premium is paid against.

The subsequently returned documents do have a limit specified (AFTER PAYMENT) though I had to be shown where this is in one of the 10 multi-page attachments
Upon my disputing this on the grounds of the verbal comment by the operator above and no visible signs in the proposal a call audit was made and 'no reference to windscreen was made in this call' was the primary response

On 8-Jul-21 @ 1410 I had made a call to enquire about renewing the policy and I queried the windscreen screen and was told my liability would £80 and it was fully covered. When I queried that a Bentley screen is liable to be a high cost I was told 'they know what type of car it is and its fully covered'. Note that the proposal documents for this renewal also do not show any limit on windscreen cover. It should be noted that in that section it does specifically limit things like hifi equipment cover but windscreen is repair and replacement with no limitations specified.
On 9-Jul-21 I requested a second review and call audit due to the call on the 8-Jul-21 and on 21-Jul-21 I have been told 'No errors have been made and the matter is closed'. So I guess now its media and Financial Ombudsman

Reviewed on 21st July 2021

David Pallett

Car Insurance

AVOID AT ALL COSTS

RIP off merchants. Hide their multitude of charges within their reams of paperwork. Don’t reply to emails and take days to return calls.

Reviewed on 3rd June 2020

Donna Hinson

Car Insurance

Ripp off merchants

Completely disgraceful, completely ripped me off, cancel my policy half way through dye to house move with a secured car park but can no longer insure yet want payment in full for remaining 5 months. Plus extra charges. No breakdown given just... Read more

Completely disgraceful, completely ripped me off, cancel my policy half way through dye to house move with a secured car park but can no longer insure yet want payment in full for remaining 5 months. Plus extra charges. No breakdown given just demands . Telephone and promised solution but just got passed onto a debt collector.

Reviewed on 7th January 2020

Joti

Car Insurance

Thieves

Took my payment then asked questions that meant they wouldnt insure me(regarding where car is kept and where bank card was registered to).They then eventually gave me a refund after stealing £48off me.Phone them up and wait at least 30mins for ... Read more

Took my payment then asked questions that meant they wouldnt insure me(regarding where car is kept and where bank card was registered to).They then eventually gave me a refund after stealing £48off me.Phone them up and wait at least 30mins for answer.AVOID AT ALL COST.Shocking company.

Reviewed on 23rd April 2019

Kevin

Car Insurance

stole my money

they took my payment.They then asked questions which meant I would have to cancel for address reasons.Eventually gave me refund minus the £48 they decided to steal off me for admin cost.Read other review websites about this company for the true ... Read more

they took my payment.They then asked questions which meant I would have to cancel for address reasons.Eventually gave me refund minus the £48 they decided to steal off me for admin cost.Read other review websites about this company for the true picture.They are THIEVES.

Reviewed on 15th April 2019

robbed

Car Insurance

Great service

Fabulous company to deal with I would highly recommend Lancaster insurance.

Reviewed on 23rd September 2018

Tracey Gloster

Car Insurance

Classic Car Insurance

Fabulous service. Have just renewed my policy quickly and efficiently for the same cost as last year!

Reviewed on 23rd August 2018

Dave

Car Insurance

Always my first port of call for insurance.

I have many cars, some classic and some not and I will always go to Lancaster insurance first. In most cases they are far cheaper than most. There staff are always friendly and helpful and make insuring a car an ease. Would recommend and have... Read more

I have many cars, some classic and some not and I will always go to Lancaster insurance first. In most cases they are far cheaper than most. There staff are always friendly and helpful and make insuring a car an ease. Would recommend and have recommend to many of my friends.

Reviewed on 21st August 2018

Rose

Car Insurance

Classic car insurance sorted

Lancaster are efficient and professional - and competitive too!

Reviewed on 5th July 2017

Diane Roberts