Beware of Octagon Car Insurance

PaulE1

I'm having a nightmare with Octagon Insurance company right now.

They've moved my car to a Salvage Yard without my permission and before they've given my any valuations!

It was non-fault on my part (a big truck drove into me!), and I wished that after informing Octagon, I'd used my own solicitors.

I'll see how it goes, I will be formally complaining - it seems that there are 5 (so far..!) companies dealing with this including Octagon... And nobody seems to know what the other is doing.

I wished I'd never found them on a popular comparison site. I will never use them ever again.

I will let the forum know how it goes, but if you'd like to see the story (up to now) regarding my much loved MG ZT, it's here...


the75andztclub.co.uk/forum/showthread.php?t=156135

:mad:

Rossmack

Wish I read this before taking out insurance. Similar story NCB from company car would only be accepted if my company insurers said I was sole driver of various cars???? (Wife father in law, etc.can drive as well as any other employee although rarely do). Letter clearly indicated that no incidents were recorded against me personally.
Choice was pay extra £350 for having zero NCB or cancel and pay £65 for the 17 days I was covered.
No manager available to speak to. No complaints policy available. No opportunity to call back to discuss. Complaint would be logged - without actually asking what I wanted to complain about.
This company is a joke and as others have said best avoided.

dmliverpool

As said in a previous post this company is set up to buy cheap policies from underwritters and takes on the risk you poses which to larger insurers is deem too high. From that point on there sole purpose is to send out emails and paper documents. They leave the claims side to the underwriter who has no financial interest in your claim hence the poor service. cancel and go with a bigger insurer. the pain lasts one year as from that point on your premiums will drop drastically with 1 year NCB. Cheapest doesn't always mean the best. I tend to look at customer reviews especially with claims. If a company has had recent bad press by a number of people I just avoid them.

Andy_barrow

Hi I wish i had joined this site a year ago . Octagon have terrible customer service . I wanted to change my address and this incurred a few if £25 + extras, even though my previous address had the car out on the street and my new one has my car in the garage 24 hours a day! When on the phone the fee jumped from. Nearly £40 to nearly £60 due to rates been " added on a daily basis" whatever that means. When enquiring about cancelling with then it would be £50. Talk about unfair. Wish I had never gone with them. Terrible company.

QUOTE=PaulE1;62923289]I'm having a nightmare with Octagon Insurance company right now.

They've moved my car to a Salvage Yard without my permission and before they've given my any valuations!

It was non-fault on my part (a big truck drove into me!), and I wished that after informing Octagon, I'd used my own solicitors.

I'll see how it goes, I will be formally complaining - it seems that there are 5 (so far..!) companies dealing with this including Octagon... And nobody seems to know what the other is doing.

I wished I'd never found them on a popular comparison site. I will never use them ever again.

I will let the forum know how it goes, but if you'd like to see the story (up to now) regarding my much loved MG ZT, it's here...


the75andztclub.co.uk/forum/showthread.php?t=156135

:mad:[/QUOTE]

olkahof

I am another one of Octagon's victims...
In short...
My car was caught by a car parked behind being on fire. I reported a claim next day am. Heard nothing for 4 days even though I highlighted that my car is unsafe and illegal to drive and requires recovery. After a week car has been taken away.
For 5 weeks I heard nothing from them. Only from company called TCF who was working for Octagon to create report excluding potential negligence - which was fair enough apart from the fact that it was 30 minute conversation and took 2 weeks to complete report and send them off.
Anyway half way through somehow my claim has been put on hold. Called them up, as other been passed from dept to dept and to date didn't get an answer on that, only text message 3 days later to say repair has been authorized.
At repair completion garage rang me up and said I can collect my car, but I need to pay £350 excess!
Incident was not my fault, I have provided personal details and insurance details of the owner of vehicle that was on fire, haven't been informed by Octagon that I will need to pay anything...thought must be some kind of error. Rang them up....NIGHTMARE....1 hour 26 minutes and 28 seconds, 6 different people, put to the back on the queue twice, been informed that this claim is recorded as claim on my policy and nothing has been done to reclaim costs from the third party. After that different person told me I have to pay excess because the third party company has not yet accepted the liability...to date not sure which one is true because although I have been promised my excess back I have heard nothing from them.
I want to cancel my policy but I am tied up now that I need them to pay my excess back...
Wish I would have read reviews and forums before I signed up.

Jammie

I wish I had read this before I insured my car with them. They are a complete and utter bunch of *con men*. Please avoid at all costs!!!!!!

banoo82

FACT: Insurance companies are business and they need to make profilt

FACT: Insurance companies are suppose to give you PEACE OF MIND AT A PRICE

However, Octagon only choose to go with the FIRST fact by trying to MAKE PROFIT

I joined Octagon through GO COMPARE last December.

I had to wait for couple of weeks from my previous insurer, Post Office, to send me the No claim discounts to forward it to Octagon, however, while I was waiting, I did inform them about the policy reference and previous insurers details and also the emails I sent and replied I received to obtain my no claim discount from my previous insurer.

while I was within my limit to send documents to them, I forwarded the email that was sent from post office including my no claim bonus which they replied back:

"Unfortunately, it states zero ncb and not 2 years.

I have sent you a contact letter to get in touch with us in the next 7 days to discuss your options."

As I was out of the country at that time, I emailed them back saying this clearly states 2 years and if you doubt about the email being genuine please contact Post Office for further checks.

When I received a reply saying:

"We are unable to call out to verify your NCB. I have made a note that you are out of the country til 08th Jan.

Providing your direct debit doesn’t default, then we would send you a final cancellation letter on or around 04th January giving you until at least 14th January to obtain the 2 years NCB proof."

When I got back to UK, I contacted Post Office and asked them to forward a copy by fax to Octagon Insurance which resolved my NCB problem after 6 weeks of headaches and constant blackmailing emails that I received that they would cancel my Insurance.

---

Again, back in July, I got stopped by the police just a regular checks on vans, and they said that I have NO INSURANCE!

I have voice recorded that I am showing the VALID INSURANCE POLICY to the police but they said they have contacted OCTAGON insurance and confirmed I have no insurance.

They took my car and I had to pay £175 the next day showing the SAME INSURANCE PAPERS to get my van out.

I am currently in the middle of taking action against the police as they made a mistake and even their colleagues were confused of why they have taken a van when clearly had a INSURANCE, and everything else as a proper as law says.

Funny enough, Octagon sent me a new Schedule and Certificate of Motor Insurance saying as I made changes to my policy which I never remember contacting them in the first place!!!!

---

Again, it came to my renewal and I received a letter from Octagon with a really high value and when I contacted them to discuss the price, they said I had 2 depending accident.

I had to go through departments to correct it that I had 2 non-fault accidents which have been settled.

Then again I had to call them to obtain a new quote and as I am very careful I asked the advisor to email me before agreeing and she emailed me saying:

"Please note that the Paid in Full Premium has been adjusted from £1392.82 to £437.99 plus £30 for the Legal cover and gives a total of £467.99, this is as the result of the accidents being updated to non fault. This price is based on payment in a full one off payment. I understand that you will call back to let us know if you will be renewing and to discuss the revised monthly payments if you decide to remain on Direct Debit."

So on 29th November 2013, I contacted back to re-new my policy with Octagon and I also decided to change it to Comprehensive so I can get better support in future as when I had a non-fault accident, I kept getting referred to other companies by Octagon as the new law didn't allow them to deal with my claim due to Third party cover.

The new quoted price was around £807 paying monthly and I agreed with the amount.

However, yesterday I received a new schedule and certificate of insurance for the amount of £1447.82.

I contacted them and spoke to a manager, she apologised and said that was a system error and she can see on her system that the price is £807 and not £1444.82

I requested her to send me a written prove of what she says and also requested to have the phone calls cost I made to them back as they kept saying its our system error so why should I incur charges for their system error?

I received a phone call today from a person claiming to call from Octagon, saying the amount is £1444.82 because I have business insurance with them and also Comprehensive.

Funny enough, I had business van insurance with them from last year so I did not make any changes to my information that they held in our system. The man kept saying, either you agree or we would cancel your policy and you will have your van removed by the police!!!!!! Nice way of customer service!

I told the gentleman that I am at work and can not talk but as soon as I go home I will call you back to discuss but he refused to give me his name and what department he is calling from! saying just call Octagon and they will be someone to talk to you!

I came on Moneysavingexpert.com to try and find a cheaper van insurance so I can move from OCTAGON as they are a BIG BULLY and NO HELP whatsoever.

I was introduced to TheVanInsurer.co.uk and funny enough when I went on the site to get quotation, with the same details, Business van insurance, carriage of own goods, comprehensive, I got offered £608.55 by OCTAGON! (they offered me same policy for £1447.82)

so to whoever had a good experience with them, I thought to share MY EXPERIENCE FROM HELL with this company and AWARE people of their scams!

Wish me luck cause I shall fight this battle for another 6 months while my wife is 8 months pregnant and I have other things to worry about at the moment than a insurance policy!

HmmmReally

:mad:

I don't want to use any profanity in this post but rest assured LOTS of it applies!

I have been with said company for approx 2 years now, until sat 23rd Nov 13, I hadn't really had any issue with them.

But that fatal Sat happened and this is my experience to date -

1. I was involved in an RTA Nov 13. As I was on my way to work with a car full of people to a job that would not finish until after midnight, I called to notify the following day as I presumed the office would not be open.

Turned out I was wrong, you can notify them of an accident 24/7. There are no details on the policy documents or contact details so I had to resort to an internet search.

The first number I found took me to the solicitors who act for the company regarding claims, they would not talk to me as I was not yet on their files. Then I was held in the ridiculous calling system, only to be cut off when I finally reached a real person. I called back and eventually got another person who asked if it was possible to use a direct dial number instead of the round the houses calling system. Short answer is no.

Well the phone call of accident notification - I gave them all details I had at the time, with an emphasis that I suspect something may be afoul with with the other driver due to how the accident happened. As it is a grey area for who is at fault until investigated. But I was clear on not accepting any liability.

I only had to answer a few short questions, which I though to be strange as my last accident several years ago asked loads then sent everything out for me to confirm.

Next I was told that my car would be collected for inspection and, to expect a call from the company doing the pick up to arrange a day and time to suit.

2. Collection company called, collection was arranged BUT I had to wait in all day.

In the mean time, I had taken friends advice to inform the police of my fraud suspicions regarding the other driver. During the call I learnt, that the other driver was also insured with the same company - which I know from an accident back when I was still a new driver, speeds things up and to a point reduces some costs. The police came to take a statement and look at the car the morning of collection day (thankfully it hadn't yet been collected). The police took pictures of the car and its damage, telling me all details and pictures will be held on file should they be requested.

I then called back Octagon to inform them of the changes - the police now being involved.
The lady who took the call asked me why were the police now involved? To which I repeated that I suspect fraud on the part of the other driver and, now injuries have become apparent on both sides following the accident. I was asked again "but why have you involved the police?". Fast becoming aware this lady is not the sharpest tool in the box, I reply, because that is what you do when people are injured in an accident and you also suspect fraud.

Well eventually I asked if she wanted to add the police reference number to my file, as it may become relevant. I'm told this will all be looked into and the car will be collected and an assessment made. I confirm that is happening that day intact and I am waiting on them as we spoke.

A few hours later the collection man arrives, in a small transporter for upto 6 cars. I thought it a little strange as historical incidents sent low loaders like those used by recovery companies. Anyway, the man looked at the car I told him that while yes it drives turning left caused the impacted wing to rub on the drivers side wheel. So hence the car was not road safe. He did the usual dodgy mechanic mans stance, looked at the damage, sucked in a sharp breath and informed me this would be a write off.

I questioned his opinion saying, that as the police are involved and the car is yet to ACTUALLY be examined and fault to be determined. That surely as it is STILL my car it would be my choice if I allow them to write it off or return it to me for my own repair, if the garage don't do any while they have it.

I was told "No definitely a write off and unlikely I'd ever get my car back as a result". I was horrified, but figured I'd leave it to the insurance company to deal with. Rather than taking the word of the transport driver.

3. Half a week pasted and nothing - no paper work, no advice regarding the damage/repair of the car, no courtesy car (which was a part of the policy I bought).

So I called them back, to find out what was going on. Had they received the email I'd sent them after my initial call of notification on the day after the accident, the email containing pictures of the two cars and the drawing of how the accident had happened and, the change in story from the other driver.

Yes they had received the email. No I don't get a courtesy car as per my policy, I'd only get one if the car is deemed repairable. No they don't know yet if the car will be repairable. Highly likely not as the value of my car is only £920 I'm informed. I find this hard to believe, I know car depreciate in value but from £6000 to £920 in only three years, is quite drastic as the only damage from the recent accident was a dented bumper and drive wheel arch and the need for a new head light cover plastic (not glass on my car). Frustrated the call ends.

4. It is the end of the week and I get a letter, telling me the car is a write off and they are to pay the other driver - POINTS TO NOTE ...the letter was sent out before the car was even collected for inspection and before the police had also looked at it. Knowing I cannot reach them over the weekend other than to report an accident, I opt to call again to get answers!

The man I speak to this time, is to date the most helpful and he was not even in possession of all details and facts. I learn the following:
- The car was taken away by a scrap salvage company, with no intention of ever repairing the car.
- The valuation of the car has come in via email that afternoon, and is now £820. A letter will be sent out after the weekend to confirm this.
- He suspects that yes it will in fact be a write off.

There was nothing else he could tell me, so I thanked him for the new in sites he had given me which was more than anyone else even without the full facts. And asked how I log a complaint about how my claim has been handled and the fact that my car has already been taken for scrap without my consent - had I been aware of that I would never have allowed my car to be taken.

He informed me he would log my complaint and some one should call me back about it.

5. This brings me today (well yesterday now, as I started this post before midnight hit). I get my call back from them, in fact the call wakes me up - I get a one note of my ring tone on my phone, and a missed call logged, 5 mins later I get a one ring call that logs as another missed call, the number is blocked so hold on to my phone incase it happens again. Which it did and was another short ring tat seemingly hung up as I answered, so I put my phone down. After a minute or so I hear a voice on the other end (surprised that the call had been answered so asked if they could talk to me), I picked up the phone and answered surprised that the phone had answered a call that I thought had failed.

The man informs me he was returning my call regarding my complaint, was it convenient to talk now? In fact it wasn't wasn't so asked him to call me back in 30 mins, while I made the long bus journey to the hospital by bus.

I had my phone on me for the whole hour of my travel, it did not ring once. But when I looked at it I had a missed call, five mins later I have a voice mail pop up. On listening to it, it was the promised return call.

The massage states he had tried several times to call me only getting my voice mail. He understood I wished to make a complaint about the value made of my car (not accurate I wished to complain about the whole experience with them). The message informed me that yes my car was a write off it had been valued and minus the £350 excess I will be getting a cheque for £460 which has already been sent to me in the post today.

Considering I haven't even accepted their valuation or even accepted I was at fault I find this to be just a tad to premature, given that now I would rather get the repairs done myself knowing that the car hasn't even gone to a repair garage as I was led to believe.

In the end I had to end the call as I had been waiting to be seen at the hospital, and the call had already over run by 10 mins into my appointment as the hospital staff member just watched on as I tried to end the call several times. Eventually he agreed to call me back tomorrow, we shall see if the same game of one ring and hang up to claim calls have been attempted with no reply.

TO SUM UP
They are THE WORSE company of insurers, I have ever had the misfortune to end up with. I though my very first one when I started driving was bad, exploiting my new driver naivety. But octagon WOW I wouldn't assist if they were on fire, They are a complete bunch of *choose your own profanity to suit*!

I will keep you informed as to how it all plays out, but I will go back to the police (fat lot of help they probably won't be, but worth a try) continue with the complaint and hopefully not be continually patronised as I was today and, of course trading standards and the ombudsman.

I WILL NOT TAKE THIS LYING DOWN!

edd13

Hi everyone. I have found this forum after buying insurance with octagon. Fortunately I have managed to cancel before the actual cover started.
I had to call them several times on their premium rate numbers and wondered if there is an alternative. After some research I have found another forum: "Saynoto0870" and Dave (many thanks) came up with them:
Customer service
0844 561 4610 = 01454 410505 or 01454 410506
0844 561 4615 = 01454 410535 or 01454 410536
There doesn't seem to be one for the claims department (yet, hopefully).

Brainliar

I got the cheapest quote from octagon insurance on confessed .com but my bad I got temped and went ahead to buy it without reading the reviews .
They charged me annual cover and said the payment card been declined I let them try again but they said it had been declined again . I called up my bank and they said they never actually declined the both transaction and it could be from insurance .

When I spoke to this greedy ,dodgy , unethical company I found out it was from their end and they are unable to provide a justification . Thy said the would contact my bank asap , but it's been 3rd day thy never fax them. Call cost a lot of money plus time consumption .

I wonder what of-come could do about it?

I'm happy it pay double to other company rather than this cheap cowboys .
Never try it it's a trap ....