One Call Insurance - Abysmal Customer Service and Fees

one_dull_guy

I've just come off from a live chat with the customer services at One Call Insurance after they charged us £50 for not being able to prove our No Claims Discount. Citizens Advice claim that the company can charge a small admin fee, but I'm not sure in which universe £50 is classed as a small fee (we cancelled before the policy started).

A week after the policy was cancelled we received a letter telling us that we've been charged the new premium. I went on live chat (there's no phone number) and they said that they made a mistake sending that letter out and that we should ignore it. I then replied, how is it that when they make a mistake, we're expected to ignore it, but when we make a mistake, we get charged £50? They cut me off at that point.

After reconnecting to someone else, I asked for a cancellation letter backtracking on the one we'd just received. They refused. Later on, they told me that a cancellation letter has already been sent out!

No idea what they're playing at. Terrible service.

Just because they're cheap, doesn't make them worth going with. I certainly won't be making this mistake again.

Rant over.
Have a lovely new year.

BoGoF

Let me guess - they were cheapest on a price comparison site?

Cheap for a reason as you have discovered.

Reardoa

One Call are a broker so they earn a commission from the insurer. Not generally a great deal on personal insurance. So due to that they often charge fees for mid term changes and cancellations. That should be set out in your documentation.
Firstly bear in mind if you are buying from a broker and not direct from the insurer you may well have fees charged for changes.
Secondly and it may seem obvious now but read the full documentation. It will be clearer than you think.
They are however a call centre. Service can be as good as it can be bad. It can really depend on who you get and having spent 12 yrs in one I promise you there are good people in them.