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Review of the One Call Insurance, Insurance Broker:

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Lost Address - Payments Lost, just a litany of poor customer service

The two times I have had to call on this insurance company they would not send out help because they had failed to update my personal address record - I was then told I had to ring another number to sort it out (again) and then ring back the breakdown number.....nothing like sending a customer who has confirmed all the other security questions - including confirming the previous address they actually held on the record - round the houses whilst they are stood on a busy road with no pavement next to their broken down car. I then also had a demand to make payment for a service that I pay by direct debit and have done ever since I commenced with this company. After a number of calls where I confirmed I could see the payments leaving my account, I had to "upload" documentation to prove my payments were going out of my bank account whilst they threatened me with suspended insurance letters but then I heard nothing in response. When I chased again, I got a very breezy "oh yes our accounts team have confirmed receiving your payments" with no explanation as to why they ever accused me of not making the payments in the first place or an apology. When I asked to speak to a manager I was curtly told there was no one available and when I asked for a call back from one, yes you guessed it, none was received. If they win an award for this kind of service, it will be a travesty. Reviewed on: 1st September 2020

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