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One Call insurance - avoid!

edited 30 November -1 at 1:00AM in Insurance & Life Assurance
12 replies 8.3K views
whobediswhobedis Forumite
1 posts
MoneySaving Newbie
edited 30 November -1 at 1:00AM in Insurance & Life Assurance
Had a renewal through for One Call car insurance. Admittedly they sent it with three weeks on existing policy and we failed to act, however a little surprised to see they take the money 5 days before the renewal date.

Found a better deal and tried to cancel the policy one day after start date. They wanted a £40 admin charge.

I pointed out that the policy details sent to us stated a cooling off period of 14 days during which a “full refund” would be offered.
However the guy on the phone pointed out that the paragraph started with the word ‘from’. Further down the document was a new paragraph starting ‘to’ which stated that this section had been removed. Turns out, this isn’t a policy wording document but one that outlines changes to a previous version. Surprise surprise the change was effective one month before my renewal date. The terms document is from Ageas insurance (One call are a broker). Effectively their terms and conditions no longer have a cooling off period!!

They refused to budge or even reach compromise agreement.
Dodgy documents, taking money early...
Sneaky scummy practice.

Lots of threads warning against them on this forum alone and elsewhere.
Avoid these people at all costs!
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Replies

  • QuentinQuentin Forumite
    40.4K posts
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    Whenever you are unhappy with your insurer the route to go down is a complaint in line with their complaints procedure.

    Then if you are unhappy with the reply or they ignore you for 8 weeks you can escalate to the FOS for their adjudication at no cost to you
  • ReardoaReardoa Forumite
    155 posts
    There is a reason this forum has allowed a representative from One Call to reply to post. Id hate to work in the complaint dept that's for sure
  • Hi,

    Firstly, we are very sorry to hear that you are unhappy with your experience with One Call Insurance. We'd like to be able to discuss this with you further and help resolve your issue.

    If you could please email [email protected], a member of our team will be in touch with you shortly.

    Thank you,

    One Call Insurance
  • MoneySuperMarket directed me to one call
    I have always trusted msm
    I have everything through them so i was happy to go to one call
    it was the 4th cheapest on msm list but the extras looked good
    it has been he'll
    the list would take all day
    firstly even though I put details on MSN quote apparently it doesn't make any difference to one call
    so I need to contact them
    impossible they simply do not want to talk to anyone two and a quarter hours it took first day to sort out
    I used two different phones to help but after waiting perhaps ten minutes they cut off so start again
    now live chat that's a step but that is just as bad and the guy on live chat must be chatting with twenty people at once because they slow you down at every answer
    you input your details to start it then you have to write them again when you finally wait twenty minutes to get through
    I waited I got down to "you are number nine in the que" then they stopped telling me what number I was
    every single instance of communication with them was he'll
    I got a urgent email of them second day after the first days he'll I had to contact them I tried for 80 minutes
    I gave up now because I refuse to wait any longer wither inept system they say they are taking a extra 250 pound of me
    so tommorow I have to try to get through
    incidentley I got a quote of my old insurance I just rang them up and spoke to someone and whilst being a little bit more expensive only 30 pounds it's cheaper than one calls new fee
    so tomorrow I'm ringing in them and cancelling but I dredging to think what they might charge me iv been with them a month because the second payment has just come out
    I'm contacting MSM to warn them as by this terrible service let's down the credibility of MSM
    I'm not going to sleep because of one call
    and iv read of others who have the same
    funny they asked me to to right a view of them each time I get through that doesn't work if they sense a bad review is coming the system fails I'm temper to put five stars to see if it goes through I smell a rat
  • MEM62MEM62 Forumite
    3.5K posts
    Eighth Anniversary 1,000 Posts Name Dropper
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    Can't make head not tail of that. Reads as just an unintelligible rant?
  • edited 20 March 2020 at 9:05PM
    elise23elise23 Forumite
    2 posts
    First Post
    MoneySaving Newbie
    edited 20 March 2020 at 9:05PM
    Can anyone help??

    one call a are charging my dad for 3 claims that are under my name from 4 years ago. We sent them a letter from my insurance saying they are under my name and uploaded it to one calls website. They then sent a letter charging for all 3 !!! 

    Has anyone had this problem if so what did you do to solve this??
  • rudekid48rudekid48 Forumite
    2.4K posts
    Part of the Furniture 1,000 Posts
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    elise23 said:
    Can anyone help??

    one call a are charging my dad for 3 claims that are under my name from 4 years ago. We sent them a letter from my insurance saying they are under my name and uploaded it to one calls website. They then sent a letter charging for all 3 !!! 

    Has anyone had this problem if so what did you do to solve this??

    Are you a named driver on your Dad's policy now?  Were you a named driver on his policy when you had the claims?  In other words, were the claims made against your Dads policy?
    All matter is merely energy condensed to a slow vibration, we are all one consciousness experiencing itself subjectively, there is no such thing as death, life is only a dream, and we are the imagination of ourselves.
  • elise23elise23 Forumite
    2 posts
    First Post
    MoneySaving Newbie
    rudekid48 said:
    elise23 said:
    Can anyone help??

    one call a are charging my dad for 3 claims that are under my name from 4 years ago. We sent them a letter from my insurance saying they are under my name and uploaded it to one calls website. They then sent a letter charging for all 3 !!! 

    Has anyone had this problem if so what did you do to solve this??

    Are you a named driver on your Dad's policy now?  Were you a named driver on his policy when you had the claims?  In other words, were the claims made against your Dads policy?
    It was a multiple car policy I believe. But all claims are under my name as I was the driver. We got a letter from my insurance company proving this and sent this to one call. But they then sent a letter for money for these 3 claims when before they wanted money for 1. They just are using anything to try and get money !
  • rudekid48rudekid48 Forumite
    2.4K posts
    Part of the Furniture 1,000 Posts
    ✭✭✭✭
    elise23 said:
    rudekid48 said:
    elise23 said:
    Can anyone help??

    one call a are charging my dad for 3 claims that are under my name from 4 years ago. We sent them a letter from my insurance saying they are under my name and uploaded it to one calls website. They then sent a letter charging for all 3 !!! 

    Has anyone had this problem if so what did you do to solve this??

    Are you a named driver on your Dad's policy now?  Were you a named driver on his policy when you had the claims?  In other words, were the claims made against your Dads policy?
    It was a multiple car policy I believe. But all claims are under my name as I was the driver. We got a letter from my insurance company proving this and sent this to one call. But they then sent a letter for money for these 3 claims when before they wanted money for 1. They just are using anything to try and get money !

    You didn't answer my questions.  If the policy was in your Dads name then the claims were made against HIS policy, regardless of if you were the driver or not.
    All matter is merely energy condensed to a slow vibration, we are all one consciousness experiencing itself subjectively, there is no such thing as death, life is only a dream, and we are the imagination of ourselves.
  • smurfmoonsmurfmoon Forumite
    3 posts
    Part of the Furniture Combo Breaker First Post
    MoneySaving Newbie
    Can anyone help?
    I am insured fully comprehensive with One Call. A third party hit my car which was parked, they left a note and we went through the insurance companies. We were provided with a hire car through One Call. When One Call were returning my car, their driver reversed my car into a lamp post. He drove it back onto the flatbed truck and took it back to the garage for new repairs. 
    One Call are now saying we're no longer entitled to the hire car, they want to return our damaged car to us and for us to pay at another garage to get it repaired and to send them the bill. I can see many problems with this, mainly lack of agreement of what damage and then us having to chase the bill. However we are fully comprehensively covered by One Call so can we put a claim in against their garage? One Call have told us we cannot put a claim in against their garage as that would be a conflict of interest and that they will be returning our damaged car to us. Is there anything we can do about this? Is there anyone we can complain to? 
    I've tried calling them and hoping to speak to a different staff member but the individual in question has put notes on our account saying to put us through to him. He is a brick wall. I've asked to make a complaint, he said it has to go through him. 
    Any/ all advice will be really appreciated. 
    Thank you. 
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