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Ian

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Review of the Performance Direct, Insurance Broker:

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Avoid. Chaotic customer service

Purchased motor insurance online and all seemed straight-forward & efficient. Once the policy was paid for, they wanted to "validate your details before we can issue your documents". After many attempts to speak to them at the telephone (long waits, incessant "your call is important to us" recording on a loop, being placed on hold & then nothing), I managed to speak to someone but I had to explain a number of times why they had asked me to call! The actual call took about 15 minutes & I thought that would be it. An email was sent to me the same day (15/10/19) enclosing my insurance documents & I was asked to activate my online account, which I did on receipt. However, I keep on getting 'phone calls requesting that I validate my details before they will release my documents! Today (16/11/19), a voicemail message suggested my insurance would be cancelled in 7 days time if I did not comply! I've tried telephoning them again only to be faced with the mind-numbing "your call is important to us" nonsense so I've emailed their Customer Service team, enclosing the email from a month ago which enclosed the documents they still maintain they won't release to me and I've asked them to sort out their mess. What an utter shambles. Avoid. Reviewed on: 16th November 2019

Ian

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