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Steven Dunn

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Review of the One Call Insurance, Car insurance broker:

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Poor customer service and Lack of empathty for customer

I am writing to provide feedback regarding the service I received from a One Call agent (TW5) following a motoring incident on Thursday 18th June 2026 at approximately 10:30 hrs. The incident occurred when my caravan became uncoupled from my car while making a right turn, resulting in damage to both vehicles. Unfortunately, the handling of this claim was significantly below expectations for the following reasons: - Lack of Technical Understanding: The agent (TW5) appeared unable to comprehend how the vehicles were attached or the nature of the separation. - Incorrect Information & Failed Transfers: I was initially told I was not insured with One Call. The agent then refused to identify the supposed insurer, citing "Data Protection," and transferred me to two different incorrect numbers where I received no reply. - Misrouting of Claims: During a follow-up call today, Friday 19th June 2026, TW5 transferred me to Allianz Commercial. After a 15-minute wait, an agent named Craig informed me that Allianz Commercial does not handle private cars and that my actual insurer is LV. - Poor Efficiency: It was only through Craig’s assistance that I obtained the correct contact details for LV. After a further 20-minute wait, I finally reached an agent named Araya, who handled the claim professionally. I am extremely dissatisfied with this experience. One Call proved to be "several calls," and it is clear that agent TW5 requires significant training regarding attention to detail, technical knowledge of vehicle attachments, and customer empathy. As a result of this experience, I will not be renewing my policy through One Call when it expires. I will also be sharing this feedback via external review platforms as requested in your previous correspondence. Reviewed on: 19th June 2026

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