One Call Insurance Dubious Communications

Honestjohn2025

I recently switched to One Call via Compare the Market, probably forgetting the old adage that if something seems too good to be true….
Today I received an email from them telling me they had found an error in details, that correcting it has increased my premium, and they are also charging £42 for the admin. They don’t tell me what the error was but will charge me using my previously used card details. 

Their email says they will send a letter which will tell me what the problem is and if they have got it wrong I can ask for the money back!!!!
I have emailed their complaints address more in hope than belief now that I have read the many issues with this company reported on MSE. I hope they or I can quickly cancel this policy and get a refund because now that I have read the trouble people have had with them, the thought of getting out smoothly and without cost at renewal time next year fills me with dread. I will post again when I know what their response is. I have enjoyed some great customer service from several companies in various sectors recently. This email from One Call today has to be one of the worst examples of “customer service” I have ever come across. 

user1977

Not much point in worrying about it until you receive their letter, surely? But I think from previous threads they relish the chance to discover minor discrepancies in your proposal form.

MyRealNameToo

Honestjohn2025 said:

I recently switched to One Call via Compare the Market, probably forgetting the old adage that if something seems too good to be true….
Today I received an email from them telling me they had found an error in details, that correcting it has increased my premium, and they are also charging £42 for the admin. They don’t tell me what the error was but will charge me using my previously used card details. 

Their email says they will send a letter which will tell me what the problem is and if they have got it wrong I can ask for the money back!!!!
I have emailed their complaints address more in hope than belief now that I have read the many issues with this company reported on MSE. I hope they or I can quickly cancel this policy and get a refund because now that I have read the trouble people have had with them, the thought of getting out smoothly and without cost at renewal time next year fills me with dread. I will post again when I know what their response is. I have enjoyed some great customer service from several companies in various sectors recently. This email from One Call today has to be one of the worst examples of “customer service” I have ever come across. 

How did you do your quote? Checking the V5c and your driving licence to confirm the exact date you bought the car and passed your test or did you think its about July 2 years ago so put 1/7/2023?

There are a couple of intermediaries that have adopted the model of closely validating each item, after all you clicked to confirm all these details were accurate and not just roughly correct. They will then charge you an admin fee and revised premium for correcting the wrong information provided. 

If you are certain you got everything spot on then it's just a matter of waiting for the other letter and prove that they were wrong. If you did guesstimate some elements then the charges stand, you'll also find their cancellation fees are at the higher end of the spectrum too.