One Call Insurance

carlashton

I was ready to buy form One Call as they were over £100 cheaper than next best quote from esure. Pleased I checked here though, as it spurred me on to re-run my quotes (6 days after my original check) - esure ended up £12 more than One Call, and I registered with Quidco.com for the £50 esure cashback! esure was then £38 cheaper than OneCall!

I did attempt to correspond with One Call re these reviews, to try and put my mind at rest before buying with them, but received no response to email, facebook, or the online 'live' chat!

richard141

no matter what price they quote you STAY AWAY worst customer service experience ever, complet shambles of a company who are only interested in taking your money.

richard141

GusWiltshire wrote: »

They may be called One Call but what this doesn't tell you is that your one call takes an average of about 15 minutes to be answered. Most (although not all) of the staff I've spoken to have been unpleasant and unhelpful and they seem to take pleasure in attempting to justify why their company is ripping you off. Email responses are totally inadequate which means that to get any sense out of One Call you have no option but to call and therefore waste 15 minutes on hold before you can speak to anyone. On top of this, due to changing my car halfway through the 12 month policy I had to pay an excessive penalty charge. The price I was offered to insure my new car with One Call was actually quite competitive but my experience with them has been so awful that I preferred to pay more to insure with a competitor - I couldn't face having to deal with them for another year.
My advice would be don't touch them with a barge pole.

Exactly stay away One Call what a joke

richard141

Rickster21 wrote: »

After going through the usual annual quotes I decide to go with
One Call. Not sure as it's not one of the big players,after paying in full for the year and uploading my no claims and licence they also require your additional drivers documents.after just three weeks they informed me I failed to inform them of my my partners sp30 which is due off soon ( next month)so I've now got three options I take off my partner for the sum of £150 or I could carry on and add this information for the sum of £160. And my last option was to cancel the policy after just three weeks £130 which is 25% of the whole policy!

Through fear of actually needing yo claim for the year or amend any details I opt for cancelling and learning a huge lesson,don't go for company that you don't know they have poor customer service and take ages to answer call of which you can hear at least two further agents in the background.
A real unprofessional outfit and shouldn't be relied upon for any piece of mind either car or home insurance provision.

I agree AVOID AT ALL COST a propper cowboy outfit

Yvonne_Patterson

In June of this year, after a short but rocky time spent with One Call Insurance, and being told they were unable to transfer the insurance to my new car, I had no other choice but to cancel my policy. I paid the £66 cancellation fee and a month later, I received a letter from 'Creation', their finance team, stating that I owed a further £55.80. I called 'Creation' and to be fair, they actually answered their phone without hanging up or transferring me to numerous other departments (as One Call had always done) and told me that there was no outstanding fee to pay. I breathed a sigh of relief and filed all the documents away. This morning, five months later, I received a letter from One Call Debt Recovery, stating that I owe £68.75. I've tried phoning One Call Debt Recovery, and was on hold, in a queue, for 20 minutes when someone finally answered and hung up. I tried calling again and was told I was number 36 in the queue. So I tried calling One Call Insurance. The phone rang and rang, with no recorded message and then the line went dead. I am truly fed up of being messed around by this company, I don't believe I owe them a single penny, and have been an extremely happy customer of 'Quote Me Happy' for the past 5 months. I really don't know what to do now, any advice offered would be a great help.

rs65

Yvonne_Patterson wrote: »

I really don't know what to do now, any advice offered would be a great help.

Write to One Call - head it Complaint. Ask them to justify the charge as you are not aware of it.

Creation saying there is nothing owed makes no sense as their letter said you did owe a charge.

Rickster21

I finally received my refund! After taking out a policy 6 months ago back in July. If anyone is reading this and thinking of using this unprofessional outfit good luck! Dreadful customer service and unethical practices if I hadn't chased them I would have not seen my refund all comparison websites should remove them!

[Deleted User]

I went online today to secure two policies with One Call. Managed to do one but screen froze at point of verifying payment. Several hours later and many phone calls, mostly cut short by operatives passing me on, I am still none the wiser if the payment has been accepted. I shall continue trying to get the payment reversed either through them or through the CC company. Lesson learned.....research well before paying. Lesson re-learned.....better to pay a little more for something than not enough fro nothing.

[Deleted User]

Further to my last post at 1517hrs today I eventually got through to One Call insurance but not until they had set up the so called policy. Tom who was very polite but a little patronizing said moneies would be refunded tomorrow less £49 for set up costs and I would receive an email and letter to confirm this. I am more than happy to accept this and will take matters up with the CC company whom I believe share responsibility for this disgrace. The time lines are as follows:

1145 approx today paid for insurance via CC. CC company required proof from me which was done but had taken me to another screen. I returned to the One Call screen expecting to see a receipt or request to resubmit payment.

1149 email found suggesting payment had not gone through.

1203 another email arrived confirming 'your intention to insure with One Call Insurance' plus ' We are currently processing your payment details' but ' Please note that your insurance cover is not binding until you receive a certificate of insurance from us'. Given a telephone number 01302 554016 and 'Your temporary reference is 7976831' I set about calling One Call because I could not at that moment provide them with drivers license and proofs of bonus. I also wanted to set up my policy and determine any benefits to this 2nd cover. I rang the number and took option 4 but after a long time of listening to nothing else but music I gave up and set about cancelling which I set about doing from one of their pages.

1240 received an email with 'To cancel your policy please contact us on 01302 554015'. I did this and was referred back to the online section and the 554016 number complete with music and nowt else. I then set about internal emailing their Refunds and Customer Service.

1636 my Refund Request was met by [EMAIL="enquiries@onecalldirect.co.uk"]enquiries@onecalldirect.co.uk[/EMAIL] with 'This has been passed to our accounts department who will process this request. We will of course contact you by email if there are any issues that may prevent us from issuing this refund.'

1708 a response from their Customer Relations was also met by their [EMAIL="enquiries@onecalldirect.co.uk"]enquiries@onecalldirect.co.uk[/EMAIL] stating 'Thank you for your enquiry. An appropriate team member will contact you as soon as possible if required.'

1714 another email completely ignoring the content of my internal email and referring me back to the 554016 number and that ubiquitous music. I quote[FONT=&quot] 'In regards to this you’d have to call our online processing department, on 01302 554016 as they would be the ones to cancel this for you, I don’t have the facilities to cancel policies.'

1717 email received stating '[/FONT]
The documents relating to your new insurance policy are now stored in the personal document vault. This is accessible only by you by using your unique user name and password.' Another of the same time stated 'Thank you for collecting your insurance documents online. To Access the vault please use the Pin below.'


I tried again to get some common sense out of these people but in the end I gave up holding on. After all some seven hours had passed in waiting, listening to music or talking to brick walls. So much for the One Call aspect.


1845 spoke with Credit Card Co who assured me that whilst they had authorized payment as yet no money had been taken. They will send a form for completion to enable recovery of any monies to be taken but urged me to contact One Call to stop them attempting to take the funds.

1850 to 1950 phoned One Call on 01302 554015 whilst my wife tried 554016 which was still playing music and nothing but. I got through after one hour to Tom, which is where I started at the top of this moan.

I can see how they arrive at the set up costs now. I have been well and truly set up by this company and see that every step of the journey was engineered for me not to get to those raising the policy. How they can justify not accepting a cancellation[FONT=&quot] during any one of those calls [/FONT] within one hour of payment is beyond my comprehension but well worthy of my contempt.

philipx

Please, Please stay away bandits break down 110 miles from home if you cannot be fixed, the cost to take your car to your home will cost you £320.00 first 10 miles free then £3 a mile and £20 service charge, added break down cover a ****ing a joke.
when I asked Jamie at one call you must get a large kick back, he just laughed, and said we give a service which I'm afraid costs.