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Karen O Keeffe

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Review of the Bank of Scotland, Car insurance:

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Avoid for car insurance

I took out car insurance with Bank of Scotland. Unfortunately a patient at the hospital where I work reversed into my car, and despite her and her insurance company admitting full liability (in writing), Bank of Scotland processed my notification of incident incorrectly and put the whole claim through on my insurance - it took about 30 phone calls to unhelpful staff over 4 months with no resolve. I finally submitted a formal complaint, and they breached the period for reply so I threatened to escalate to the Ombudsman service at which point they finally sat up and admitted they had completely messed up (admitted it was a non-fault claim and finally refunded me the £450 excess I had to pay and took it off my record as a fault claim). I have rarely been so stressed in my life. The service was appalling and really disappointing. Reviewed on: 23rd August 2023

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