One Call Insurance

Quentin

angeldaddy18 wrote: »

Thanks Quentin for your thoughts...the fact that they may have complied with DD rules is all well and good but my beef is whether they can take whatever they want.... even if the DD nearly tripled! - surely there must be limits of what's fair and reasonable? I just feel aggrieved that as long as the DD rules are complied with this seems to give insurers carte blanche to take any amount from your account?

You will have agreed to them taking any amounts (as long as they stuck to the DD rules).


This issue has arisen because you didn't stop the auto-renewal (you will have agreed to autorenew when accepting the conditions taking out the policy)

MrAnnoyed

I took out a policy via Confused.com and everything was going OK. They took my deposit and sent me my documents in an email, Finance agreement with DD schedule came in the post a couple of days after.

A letter turned up today saying my cover will be cancelled in 7 days, I got in touch with One call Insurance to see what the hell was going on and they claim the underwriters will not cover me as I have a CCJ on file and I never declared it on the Confused.com website when I was asked this question....

"Terms imposed
Have you or any of the drivers ever had insurance declined, cancelled or special terms imposed?"

Since when is having a CCJ classed as having special terms imposed on your car insurance!!!!

My quote was for £1182 a year and I opted for monthly payments, I paid £128 deposit and have since had my documents emailed to me and the finance agreement and DD schedule.

I got another quote from another insurer today but the quote came back at around £3500 because of this cancelled insurance policy, One call have said that if I cancel instead of waiting the 7 days for them to cancel it then I am able to say that I haven't had a policy cancelled or declined to other insurers but that comes at the cost of my initial £128 deposit plus another £78 on top which effectively means a weeks cover works out to be around £155 plus the cooling off period cancellation fee of £49.99.

They say they wont send you documents till they have carried out their checks, they agreed that they had done this and they came back ok which is why they sent me the documents saying I'm covered/

This morning they tell me the underwriters also carry out checks which is what uncovered the CCJ on my file but that isn't mentioned until you have taken out a policy and received the policy booklet where it states they do their own checks (Apparently......I have looked but can't see where it says this)

So basically they sold me a policy with absolutely no mention that if you have a CCJ they wont cover you, Took my money without knowing that the underwriters will cover me or not and are now trying to charge me extortionate fees to cancel knowing that if I don't then I will be unable to get insurance for 5 years unless I pay extortionate premiums because they cancelled my policy.

I have been in touch with the Financial ombudsman today and will be contacting the FCA on Monday regarding the way they do business.

I suggest you stay well away from this bunch of thieving criminals and go with a reputable insurer!

Art_Deco

Why are most of the posts on here complaining about One Call from new members?? How would they even know there was a post about them ? Just saying, as it may not show a true representation of the company!!:(

Grannyb_2

I'm not new and I also have problems with One Call. I'm in the process of making a claim and there seems to be a lot of dodgy practices going on - including trying to get me to sign a consumer credit agreement so I can have the 'free' courtesy car promised in my policy (I politely refused). I'll wait to see how things pan out before posting any further details. Who knows, it might all turn out OK

joseph012

I'm certainly not new.. They are a bad company to work with. Wait till you have to make a claim. The fun starts then... Stay away people

Quentin

In a new development they have a rep who has started coming here to solve problems.


He claims that they "hate seeing unhappy customers"


It was suggested he visited this thread for starters but doesn't seem too keen!


You might like to try posting in this thread and see what comes of it:


https://forums.moneysavingexpert.com/discussion/5670365

dacouch

Art_Deco wrote: »

Why are most of the posts on here complaining about One Call from new members?? How would they even know there was a post about them ? Just saying, as it may not show a true representation of the company!!:(

http://lmgtfy.com/?q=one+call+insurance+complaint

zychster

The clue is in the name - you can only deal with them via phone, not email (although all documents are electronic). Unfortunately, they are an awful company to deal with on the phone - long wait times for calls to be answered, with rude, unhelpful members of staff at the other end of the phone! If phone calls are the only customer-facing experience, it ought to be good. Initial policy pricing is good, but automatic renewals at 30% above other comparable premiums (with little time to get out of the renewal and penalties for doing so) mean that you have to be careful with these guys. I will not be using them again, and warn other MSE users to be careful if selecting them.

zychster

Art_Deco wrote: »

Why are most of the posts on here complaining about One Call from new members?? How would they even know there was a post about them ? Just saying, as it may not show a true representation of the company!!:(

It's a fair point, but I've been getting the MSE emails for a long time, use the website a lot to inform my opinions when buying products or services, but have been incensed by my treatment by Onecall so much that I decided to join the forum to let other MSE users know! That was my only motivation

One_Call_Insurance

zychster wrote: »

The clue is in the name - you can only deal with them via phone, not email (although all documents are electronic). Unfortunately, they are an awful company to deal with on the phone - long wait times for calls to be answered, with rude, unhelpful members of staff at the other end of the phone! If phone calls are the only customer-facing experience, it ought to be good. Initial policy pricing is good, but automatic renewals at 30% above other comparable premiums (with little time to get out of the renewal and penalties for doing so) mean that you have to be careful with these guys. I will not be using them again, and warn other MSE users to be careful if selecting them.

Hi, Zychster. You can contact us via phone, or our Live Chat service on our website where you'll be speaking to our team of friendly advisers. I am sorry to hear you had a bad experience with our phone team, we pride ourselves on putting customers first, so it is extremely disappointing this wasn't the case for you. Please feel free to email me; Kiera.Muers@onecalldirect.co.uk, with your full name, date of birth and postcode for data protection purposes. I can then look at your file and see who you spoke to, and refer this to the relevant manager to ensure the member of staff is dealt with for the upset they have caused. Regarding our renewal process, like other companies, we do have an auto renewal system in place which can be taken off at any time before your renewal date. It is put in place so customers are never left without insurance; we do send renewal notices 30 days prior to your renewal too. If you inform us after this date, then cancellation fees do incur just the same as any other contract you terminate early. Unfortunately, the price of insurance has risen due to a number of factors, including an insurance tax inflation and the increase in false claims. Your renewal price is also determined by any mid term adjustments and changes to your risk. This is the same for all insurance companies. We'd love to be able to offer the lowest price possible. However, we know this isn't always the case and understand when customers choose to go elsewhere which better suits their needs - we're always looking to improve to prevent this where we can though, which is why your feedback is important to us. I hope this helps a little, and please let me know if there is anything else I can do.