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Catherine Mason

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Review of the One Call Insurance, Car insurance broker:

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Dreadful

AVOID! THE GOOD REVIEWS ARE BASED ON THE SERVICE OF THE LIVE CHAT AGENTS WHICH IS IS OK BUT TRYING TO GET IN CONTACT WITH ANYONE IS A NIGHTMARE! Edit: 21/08/23 In the end I decided to drive to the offices in Doncaster to speak with someone in person and by chance came across something someone happened to post online that helped me navigate to the live chat. It was clicking through places that weren't obvious at all. I then ended up spending 1 hour and 3 mins on the chat trying to simply change one detail that should have been easy to do. It did get sorted by Habissa on the chat in the end. I asked if I was on auto renew which I was even though I don't remember asking to be and requested to cancel this as I certainly won't be using this company again even if they're the cheapest. 1 star for the company 3 stars for the live chat agent because it shouldn't't have taken an hour to sort and when I asked to cancel the auto renew I was told the quote will come through 21 days early for me to have a think instead of processing my request straight away. When I'd explained everything, I just got "I understand your frustration" when they clearly didn't as it took far too long to make one simple change. EDIT: 20/08/23 Received an email saying my policy will be cancelled (due to run until November) following "our recent communications". I haven't yet been able to have communication from anyone as documented. I cannot yet pay to change my policy as I need to be certain that you have the correct information and when I tried to do it online, it showed incorrect information which is exactly why I need to have communication from yourselves. I waited for calls with phone on loud having missed some calls as stated below. The live chat link on the email also sends me round in circles as it's the same link once again so doesn't help. EDIT: 18/08/23 My phone is on loud awaiting some form of contact today. Nothing yet. I'd appreciate a call asap to get this resolved before the weekend. EDIT: 17/08/23 One Call did try to call again this morning but 4 times in 4 minutes when I was using the bathroom and missed the calls. Had another call been spread throughout the day, I'd have answered as I had today off work. If you can simply email instructions how to get into the live chat, I can make sure my insurance is valid as I need to update the policy. It shouldn't be this hard. God help anyone needing to make a claim! EDIT: 16/08/23 Hours after this review, someone did ring but I missed the call by minutes and tried to call back but the line was "closed". A voicemail was left to say they'd try call again (they haven't) and that they'd send an email to the live chat (which I'd happily use). The email unfortunately sent me to the same page I'd already been on earlier today in the portal where I couldn't find the chat so I'm no further forward. I can't find any contact numbers or even the live chat in the customer portal. It's not clear and I need to get something sorted asap. Reviewed on: 31st August 2023

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