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Sue Humphrey

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Review of the One Call Insurance, Car insurance broker:

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This is what happens if you have an accident

Absolutely dreadful company. You will report the accident with details - obviously still at the scene if your vehicle is undrivable - and the call centre person will condense your lengthy explanation into a very few words (without you knowing this is happening let alone being asked to approve the summary). Based on those few words of summary (and I'm talking two lines of text), whilst you are still sitting in your damaged vehicle, probably a little shaken from the incident, a Liability department staff member from One Call Claims may make a 'final decision' that you were at fault at which point you will be emailed with that 'final decision'. You will know about this if you see the email on your smartphone whilst sitting in the undrivable car. Otherwise, you will not even know the decision has been made. Bearing in mind, the accident has only just happened and no statement has been taken from the other party nor from any witnesses. You have not completed or signed a claim form nor had any time to present evidence such as CCTV, photos or a sketch. You are still holding waiting to be put through to the next department you need to speak to; your car is undrivable. From then on, your world changes. You will be told to empty your car (irrelevant of how much stuff you have in the car), await the recovery vehicle then YES make your own way home. No lift home in the recovery vehicle no matter what additional insurance you had. Just dumped at the roadside with your stuff in carrier bags - if you are lucky enough to have sufficent bags in the book. Otherwise presumably it's just you and your loose stuff at the side of the road as the recovery vehicle drives off with your car on the back of it. Just to make the point, within a FEW MINUTES of reporting the accident One Call Claims (NB this is not your insurance company) will have decided, 'final decision' whether they consider it to be your fault or not. In my case, the other side's insurance company were so surprised at One Call Claims deciding it was 100% my fault given their own client's reporting of the accident that they phoned me to get my version of events. I've challenged the decision and asked that they listen to the recording of the call so as to hear my full explanation of how the accident occured. 10 days on - and 7 days without any replacement vehicle despite my having separate insurance for a hire car - I still haven't had a reason for it being determined to be my fault. They reluctantly said they would review the entire taped conversation but no news so far. Apparently I have a right to hear the tape recording of that initial call so I have asked for it. I have emailed sketches of the accident site but apparently everything hinged on those 2 lines of general summary from the call centre person. They still haven't spoken to the independent witness as far as I am aware. Avoid. Avoid. Avoid. If you'd like to know what you will hear if you have an accident, listen to the recorded message when you phone in your claim 020 3738 7386. Please bear in mind, One Call Claims will make a decision as to who is at fault based solely on the call centre person's very short summary of what you say. You will not sign anything, you will not send in photos or a sketch, they will not have contacted the other party's insurance company for the other party's version of events and they will not have contacted any independent witnesses or reviewed any CCTV evidence. The 'final decision' is made within minutes of you phoning in the claim while you are still sitting at the roadside. Reviewed on: 24th September 2022

Review of the One Call Insurance, Car insurance broker:

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Dreadful, dreadful company. Avoid avoid avoid

I had an accident a week ago. I still have no hire car or courtesy vehicle. They decided the accident was 100% my fault without my sending back the signed claim form, in fact while I was still sitting in the car waiting to be recovered. The other party's insurance company phoned me (yes) and expressed surprise that One Call had decided it was my fault when according to what their own client had told them it was not my fault. One week on, no courtesy car, no hire car despite my paying for additional insurance. They're supposed to be listening to the recording of the phone call that reported the claim to review their 'liability' decision but clearly it isn't a priority. My car is at the garage where it's been for the past week, no-one has even looked at it yet let alone decided if it is repairable or will be written off. That's because apparently I have to wait for someone to phone so I can pay my £150 excess before anyone will look at the car (seriously????). But no-one has phoned, so I have to keep waiting in ridiculously long call queues of around an hour each time, to speak to someone who can tell me that he isn't able to take payments over the phone but he will get a colleague to phone me in the next 5-10 minutes. Oooh, 30 mins call just dropped as I am typing this. So now I've got to start over again. I am beyond frustrated. The Compaints department contacted me a few days ago with the facile email subject, "Oops, it looks like something went wrong.." but haven't even bothered to acknowledge my return email. I so wish I wasn't insured with Yoga/One Call. They weren't the cheapest, but I did think they offered the best overall value. I seriously cannot understand how they manage to get such high ratings, I can only think the 5* reviews are from people who haven't had to make a claim. Awful, awful, company. Reviewed on: 21st September 2022

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