OneCall insurance

wheezy57

This is a public warning about the above insurance company. I had the misfortune to take out a car insurance with them and then when I managed to get the ins cheaper with my present company they wouldnt pay back the full amount. They knocked off £50 for 'admin costs'.

Since then I have had nothing but hassle and ignorant customer service from them.

Shame, shame, shame ONECALL. You are rubbish and steal money in broad daylight.

giraffe69

You entered into a contract with them and then changed your mind? How long afterwards did you do this? It is normal for insurance companies to deduct an admin fee if you cancel during the term of the insurance. What "hassle" have you had with them? Is it that they insist on the payment? Assuming the t&C mention this and the amount is not an unreasonable one then to describe it as theft is quite wrong. Perhaps if you did your research before entering into a contract it would be better for you as well as Onecall.

flashg67

Check your current insurer T&Cs - I think you'll find they'll charge too for cancelling after you've accepted their quote? You might think it excessive, but they have incurred some costs while you think you can reserve the right to change your mind with no consequences. Sorry, but imo, you need to take some responsibility yourself too

.... "sighs......and relax"

Leory

What ignorant customer service have you had?
What hassle have they given you after you have cancelled?

In this instance the only customer service you want is for the £50 back. Anything else and you will consider it to be ignorant. I presume what they have actually done is to explain that it is in the T&Cs that they keep the £50, and that it is you that is ingnorant and hassling them.

They really havent done anything wrong, although I can see the frustration as with this cost your insurance is now probably more expensive than if you had just stayed with OneCall.

wheezy57

Whoa everyone. Firstly, I cancelled the policy within a day of being online and paying online. Secondly, on trying then to get my money back that I had paid on line has taken them over a week to land back into my account - after I rang and asked them what the delay was - minus of course the £50. Thirdly, on making further enquiries, I find that as the policy was not going to start immediately then a FULL refund should have been immediately offered. When I asked them what admin had actually been done the guy couldnt answer as he didnt know.

I found the handling of this situation to be not well dealt with and certainly not within my expectations- as a customer. I have read all of your replies and I am amazed that not one person can see the other side. I am somewhat surprised. As for taking responsibility myself I have still got cheaper insurance and at the very least my car IS insured. One last word - hassle. Aggro and bother. Says it all.

wheezy57

I have just watched a programme on the telly about this and I am no further forward with One Call who wont now even put into writing that they have refunded me the initial cost of the policy (which hadnt even started) minus the admin costs of £49.00. I am perfectly within my rights as a consumer to get a FULL refund as I cancelled the start of the policy within the 14 day cooling off period. Whilst on line there was no glaring sign to tell me that there would be a charge for 'admin' should I cancel. One Call are adamant that they cant issue me with any written evidence of the refund.

Cant or wont??

braken2000

I kind of agree with wheezy57 on this one. Although yes it may have been in the T&C's that a £50 deduction may have been made however since when are T&C's fair? For the sake of having a policy for lest than 24 hours this does seem steep.

Maybe give them a call and explain the situation. I know that it can be difficult and I know that sorting stuff out like insurance, especially when your working during the day, and then having to deal with this can be a "hassle".

I would ignore the above comments as I get what you mean and if they had been stung for £50 they would be the first to complain. Like anyone actually reads the FULL T&C's, the iTunes one is 75 pages at pt.6 for example.

Stephb1986_2

My dad has had problems with one call too, he told them that he didn't want to renew his policy they went ahead and renewed it when he called to cancel he had to prove that he had insurance with someone else before they would cancel the policy then they sent a letter saying he owed £50 admin charge for cancelling the policy when he told them he didn't want to renew in the first place!!!

Definatley avoid!!

TREVORCOLMAN

I toook out insurance with ONECALL in Dec 10. This year went with a different company.

21 Dec I received and email FIRST CRORRESPONDENCE from the saying "thank you for renewing your insurance - WHICH I HAD NOT.

So called them and explained - once (eventually ) got thro and was told it would not be renewed and no money would be taken.

I dont trust these sort of companies so checked my credit card statement - lo and behold the same day I was told nothing would be taken - money was debited to my credit card - not even the same amount that was on the renewal notice - more of course.

I have just got off the phone from them (eventually). Called the 0845 number first went thro all the hoops and got to a human to be told to ring 01302554010 and press option 2.

Rang this number and once again (eventually) got thro and was told I would be put on silent hold - gave up after 12 mintues.

Tried again and another silent hold - 11 mintues this time only to be told this was not the correct department and that I should ring accounts - 01302 554010 (eventually) got thro again to a human to be told that the renewal was automatic - which I WAS NOT told on 21 December.

I asked for a refund and was told it would take 6 working days.

If this is not done they will receive a LETTER BEFORE action from me on day 7.

DO NOT USE THIS COMPANY

I wonder how many people do not notice money being taken from their accounts.

Can anyone advise who I should contact to complain about this company - other than the company themselves of course?

tripletrouble

It takes more than one call to get through if you ever do!

I took out car insurance with them last year. Luckily I have not had to make any claims (looking at other forums there has been lots of hassle with this). However they have sent me through a renewal notice and I have realised that they will renew unless I tell them otherwise. They automatically add an admin fee on to their renewal notice and I can now get the same cover for £50 cheaper elsewhere. Trying to contact them has been a joke. The renewal hotline line is either engaged or if you do get through you get put on hold for ages. I have tried other numbers to be told I need the renewal hotline and I have emailed them via their website and in reply to their renewal email only to get the response that I have to use the renewal hotline number (01302554010)!

I rang my credit card company to ask them to refuse payment if it is requested. However because of the terms and conditions of One Call's policy my credit card company cannot refuse. However they are sending me a form of cancellation which I need to fill out and then send a copy of One Call's terms of conditions and they will refund any monies taken so this is worth bearing in mind.

At this moment no money has been taken because the policy does not expire until 16 Jan. I have sent One Call a recorded delivery letter stating that I do not wish to renew the policy and have cc'd my credit card company.

You can complain to the Financial Services Authority which is the regulator. The more complaints the better chance something will be done. You can also try Consumer Direct (08454 04 05 06). Every company has a home authority trading standards department and any complaints will be filtered through to them by Consumer Direct. You can bet they have a long list of them.

I will post any further updates if I get any. Luckily my husband is a trading standards officer!

wheezy57

I am just catching up after The New Year stuff and I felt so disappointed that other people had problems with this company. If only I had known about the information that you gave us tripletrouble then I might well have dealt with things differently!!! Thanks though for the future.

Now, next problem is Cumberland Building Society. They have their corporate heads up their corporate posteriors as well.!!!

Happy New Year though.