Castle Cover , Beware premium phone charges

mike48t

I am insured with Castle cover for my home insurance, and recently moved home, so I duly phoned Castle Cover on the number on my policy document, 0845 845 4555, and switched cover to my new house, and indeed they were very helpful,
and the downside,
the call to 11 minutes and cost me 101.28 € (Yes Euros! its a Spanish Mobile!!)

I expected the 0845 number to be the usuall local call rate of 3 P per minute, plus my mobile charge, ( usually works out when I use it in the UK at abolut 37p to 52p per minute depending on the called number and network,
I contacted Castle cover to complain, and the first receptionist was helpful, but then I was put through to the departmental manager ( after a wait of 5 mins 39s)..he was a bumptious person who advised me that it was normal to charge for calls to the customer service centre, and suggested I contact the managing director,,, I also stated that the cost of the call was almost 50% of my premium ( and I went to them in the first place as the premium was good), and that if that was going to be the cost of the service I would take my biz elswhere on renewal, to which he replied thats your perogative and cut me off!!,,

Lessons,,, check the call charges on the service centre numbers,
The cheapest quote on purchase is not the best in the long term
the service at Castle cover is indifferent to customer issues,

Needless to say I wont be re insuring again with these ( up for renewal in AUG)

Mike:mad:

keith969

http://www.saynoto0870.com is your friend...

pimento

I thought an 0845 number was supposed to be the cost of a local call. I'd be calling BT to check that out.

bagginslover

I is Pimento-on a landline, but mobile charges vary (like they always tell you on voting lines etc). Even with that in consideration, thats extortionate!

mkaibear

mike48t wrote: »

I am insured with Castle cover for my home insurance, and recently moved home, so I duly phoned Castle Cover on the number on my policy document, 0845 845 4555, and switched cover to my new house, and indeed they were very helpful,
and the downside,
the call to 11 minutes and cost me 101.28 € (Yes Euros! its a Spanish Mobile!!)

I expected the 0845 number to be the usuall local call rate of 3 P per minute, plus my mobile charge, ( usually works out when I use it in the UK at abolut 37p to 52p per minute depending on the called number and network,
I contacted Castle cover to complain, and the first receptionist was helpful, but then I was put through to the departmental manager ( after a wait of 5 mins 39s)..he was a bumptious person who advised me that it was normal to charge for calls to the customer service centre, and suggested I contact the managing director,,, I also stated that the cost of the call was almost 50% of my premium ( and I went to them in the first place as the premium was good), and that if that was going to be the cost of the service I would take my biz elswhere on renewal, to which he replied thats your perogative and cut me off!!,,

Lessons,,, check the call charges on the service centre numbers,
The cheapest quote on purchase is not the best in the long term
the service at Castle cover is indifferent to customer issues,

Needless to say I wont be re insuring again with these ( up for renewal in AUG)

Mike:mad:

Assuming you mean you were calling from a Spanish mobile, then you are getting cross with the wrong people. The call charges for the 0845 number are decided upon by your telephone company, not by the person you are calling - you should be calling the Spanish mobile phone company and complaining to them.

In the future I would agree with keith969 - use https://www.saynoto0870.com to find a landline number.

maninthestreet

Where were you calling from - Spain or the UK?

Nile

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere(please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL].

moonrakerz

pimento wrote: »

I thought an 0845 number was supposed to be the cost of a local call.

There hasn't been such a thing as a local call for about 300 years !

The 0845 numbers were originally called "lo-call" to distinguish them from 0870 numbers (high call ?), ignoring the fact that they still cost more than a normal "inland" call. Bit of a (dare I say it ?) "con".

maninthestreet

I think the OP may find that the overwhelming proportion of the call charge was made up of additional charges by their mobile phone provider. Not even UK-based premium rate numbers work out as expensive as £7 or £8 per minute when called from a UK landline.

balmk

The issue is caused by the fact that you are using a Spanish mobile to call a UK number.

Non geographic (0800,0845,0870 etc..) numbers are always charged at a premium from mobiles regardless of network provider, which is why you will usually see a disclaimer stating calls from mobile may be charged at a higher rate than those made via a BT landline.

Castle are not responsible for the amount that you are billed by your mobile service provider; you will find that you are paying a premium for calling any 0845 number from your Spanish mobile.