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Ella

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Review of the 1st Central, Car insurance:
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Claiming is a nightmare

1
Update: I was told by the repairer that they couldn’t find what the problem was and 1st central said they were going to send out an independent engineer. However I got a phone call last night (3rd Nov) from the third party company that supply the engineer saying my insurance was in agreement with the repairer that the faults (which have only been present on the car since it came out of the repair shop) weren’t caused by the accident or repair and I have to pay for repairs out of my own pocket. I would love to know how they’ve come to this conclusion as the repairer doesn’t know what the fault actually is, and no one from the insurance company has been out to look at the car. Communication both internally and externally is not their strong point. I’ve had to do an excessive amount of chasing up on every aspect of the claim, including informing 1st central that the repairer they had assigned had rejected the repair when they had first been approached. Apparently 1st Central were unaware. I chased for a courtesy car twice before my car was picked up due to it being unusable and once again when my car had been picked up and was told I had said I didn’t need one. I was told there would be a courtesy car with me by the end of the day. There wasn’t, so I rang up and was then told the repairer didn’t have one available. Three different repair companies were mentioned to me over the phone within 2 hours after my car had been taken away, which was concerning, as it seemed they didn’t even know where it had gone. One call handler asked me where it had gone, as if that wasn’t information they should probably know. My car returned from a cosmetic repair with engine and anti skid faults that I can prove weren’t there the day it was picked up for repair and I now have no idea what is happening. 1st Central hasn’t contacted me once in reference to this, I have had to call them repeatedly to ask them to chase things. I will say when I put a complaint in they managed to deal with that within 24 hours and I was offered compensation that was suitable at the time. Due to the issues that have arisen since I feel it is no longer adequate. Just save yourself the hassle and stress and go with anyone else. Reviewed on: 4th November 2022

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