Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

    One Call Insurance
    • #1
    • 3rd Mar 10, 7:39 AM
    One Call Insurance 3rd Mar 10 at 7:39 AM
    I would appreciate it if anyone can assist here with some advice please! I have been with One Call for my car insurance since October. After a mess up with my direct debits and the receipt of a 7 day cancellation notice as they went into my bank on the wrong day, I eventually got this sorted - minus an apology of course! I am now buying a new car so called yesterday to transfer the insurance across bridging it for a couple of days until my new cover note arrived. The car is older and a smaller engine so in previous experience this would mean cheaper insurance and having had a quick look, I would be saving over £100 on my existing car insurance. Simple?? No - after getting through to a very inexperienced chap who was purely passing messages from his manager, it transpires that it would cost me the same plus £99. The cancellation fee? 55% of my current annual premium as I have been with them over six months (did put him right on this one!) So its either cancel and pay the fee or pay £99 and what can only be described as an extortionate price for a small little old car. The insurance company is Zurich. Can anyone see a way of sorting this with minimal expense? I used to be with M&S insurance and any changes like this were so easy! Thanks in advnce Jo
Page 2
    • marluc
    • By marluc 28th Oct 11, 10:07 AM
    • 159 Posts
    • 119 Thanks
    I agree. i posted on the motoring forum about One Call. My vehicle was involved in a hit and run accident October 15th, took many phonecalls and a threat to contact Head of Claims for my car to be removed - a full 10 days later and a cortesy car to be delivered. The garage telephoned me on the 26th to tell me that the car would be scrapped and they were surprised that my insurance company hadn't informed me. My Insurance with One Call expired at midnight on the 27th. They were unable to automatically "renew" my insurance as my bank details have changed. As my car was to be scrapped why would I renew my insurance? On 28th I received a recorded delivery letter from them asking me to phone renewal line as it was illegal not to have insurance. how quick they are to contact you when they waant your money, but I am still waiting for any contact from them about my car or about how much they are willing to offer me for my car.
    DO NOT INSURE YOUR VEHICLE WITH THEM. The old saying of you get what you pay for is so very true.
    In my defence, in over 30 years of driving, I have never had to "claim" even though it was a no fault claim.
  • pathfinder108
    No wonder the owner of this company can afford to buy Mansfield Town football club with his £93 million.
    Originally posted by barneygumble
    report this !!!! to the FA his business dealings will fetch football into disrepute.
  • pathfinder108
    one call insurance
    Hi like most others here been caught by one call, had no warning of auto renewal just an email saying they have done it! phoned to complain told it is in terms and conditions. They now want to charge me for the cancelled policy. They also passed my information to their finance company agro from them as well. I have now had enough of their Bull s....t reporting one call to FSA under data protection laws (had no right to pass info) Not told about auto renewal as I asked for a years insurance should have been told. As for the finance company tried to take money after being refused.
    • marluc
    • By marluc 1st Nov 11, 3:50 PM
    • 159 Posts
    • 119 Thanks
    I totally understand how miffed you are.
    My accident happened on 15th October and car renewal due 27th October. I received email, like you, didn't really read it, just knew that I was going to shop around. Anyway after the whole unprofessional and shoddy manner I have had from One Call, I thought I would definitely not renew, with them.
    My car was written off on 26th October, therefore I didn't need Insurance. Yet I received a nasty letter from renewal team, saying that I was breaking the law, by not renewing my insurance. They had obviously tried to access my account, which according to the bank, they can do, as you have already given them your details. I changed my account last year, hence the snotty letter from them. At no point during any of my long phone calls did anyone from One Call point out that my insurance was running out and that I needed to renew it. I think they thought they would renew it anyway, without my aurthorisation.
    I would complain and to FOS
  • savingssaver
    My sister had insurance with them and she said that their was just problem after problem with them, kept having to chase them up about things because they werent getting back to her.
    • hilton
    • By hilton 3rd Nov 11, 9:03 PM
    • 36 Posts
    • 37 Thanks
    One Call big brother
    Later this month my car insurance is up for renewal.My present company have sent me a quote which has like every one elses gone up this year.Having fed all of my details into last year they too have sent me quotes based on the fact I have the same vehicle and my circumstances had not changed.
    Checking down the list on list, I selected 5 quotes so you can compare what each company is giving you for your money ie breakdown cover,legal aid etc.
    One of the quotes was from One Call althogh not the cheapest they were offering all of the above in their quote.I clicked onto their website to see who was underwriting them.This is were it started to get weird,all of a sudden the phone started ringing so I left my computer to answer the phone.The women on the phone asked for me by name,I told her that she was speaking to me.She then said that she knew I was looking at their website and my quote and would I like to purchase it there and then.To say I was gobsmacked is an understatement.How the hell could they tell what I was looking at?
  • charliepoddley
    Becuase you had your quote open on your pc, so it notifys them that someone is in the quote and they assume it would be you as you wouldnt give your details to someone else, they check the ip address that is viewing the quote and can see you are accessing their webpage.... simples! Its the new hard sell tactic that insurance companies use, phone you at the time of quote to "persuade" you!

    If you feed your details into any site, that site is then able to tell when you log into any of their domains, spooky hey?
    • hilton
    • By hilton 4th Nov 11, 7:05 PM
    • 36 Posts
    • 37 Thanks
    Becuase you had your quote open on your pc, so it notifys them that someone is in the quote and they assume it would be you as you wouldnt give your details to someone else, they check the ip address that is viewing the quote and can see you are accessing their webpage.... simples! Its the new hard sell tactic that insurance companies use, phone you at the time of quote to "persuade" you!

    If you feed your details into any site, that site is then able to tell when you log into any of their domains, spooky hey?
    Originally posted by charliepoddley

    Thanks for that information.You can rest assured however they will NOT be getting my custom.
  • pathfinder108
    Hi there, If you cancel your direct debit with the bank they can not get at it. If you use visa card etc to pay, ask the bank for a new card and new number. your are not breaking the law if you do not renew with them, but vehicles do have to be insured at all times, unless declared off road and on private land. Watch these S...tholes and keep an eye on your credit rating as they will black list you for not paying. I have been advised that if they do not tell you relevant information (auto-renewal) at time of purchase then this is miss-selling going to give it a go.
  • meathead100uk
    One Call nightmare cost me £5000!
    set up policy thru one call agent, certificate came thru without a previous claim from 4 years ago & a traffic lights offence (3pts), i rang to rectify this, staff said no extra charge (confirmed with manager) & new docs would be issued. i actually forgot these were being sent out & they never turned up, but was told things were fine at their end. 3 months later I had an accident, car a write off, but after sending licence & counterpart in they said policy is void because of missing info! car worth £5500 & no pay out! josh from fraud team rang, checked calls & wot a suprise, my call where I disclosed the relevant info couldn't be found! the call where i set up the policy wasn't found either, just the one that took payment! He did disclose that the member of staff who sorted the policy had been sacked now! I wonder why he'd been sacked? £5000 down at least! small claims court required. will keep u posted on events, but i will NEVER use these again! By the way no refund was offered either. they say the £300 I paid was beinf treat as an 'admin payment', for 5mins work? COMPLETE JOKERS!
    Last edited by meathead100uk; 16-11-2011 at 8:11 PM. Reason: spelling mistake & missing info
  • valeview
    One Call Insurance 'what a nightmare'
    I was stupid enough to go with 'One Call' insurance without checking this site first. I just went with the cheapest on the comparison site. What a catalogue of incompetance.. They cancelled my policy without informing me because they claim I didn't sen the documents to them (which I did), they claim they informed me by recorded delivery, (which they didn't) After THREE requests for them to supply me with the track and trace reference, I discovered that the letter hadn't been delivered (if it indeed it was ever sent). I emailed them to inform them of this, and they ignored the email. They ignore MOST emails. Just had a very short letter telling me if I wasn't happy, then to complain in writing. SO, these people allowed my policy to lapse without checking that I had actually been told before hand. I DID get a letter from them, by SECOND CLASS POST, telling me that my policy had been cancelled 3 days earlier.. excellant.. I think not. I have complained to them, but if their previous record is anything to go by, then I'm not expecting a lot. But it's actually quite serious, because now I can't find any insurance less than double the original amount, because I have to declare that the previous policy was cancelled by the insurer. PLEASE, everyone, complain about these idiots.
  • jamdonuts
    do not use one call insurance services
    another un - happy customer ,had a policy with one call for a year ,always shop around for car insurance ,the day before my previous policy with one - call expired I received an e - mail informing me I was going to be automatically re billed for a policy I didnt want ,after phoning and telling one call I did not want to be re -billed ,4 weeks later ,guess what my credit cards been charged with the full ammount ,I was also threatened with the excesss charge If i did not produce my driving license ,the automatic rebilling and need to produce a drivers license are two things i have never encountered in all my years of insuring my car on -line,surely they should be removed from any search engines that value customer feedback
  • chrisgreen
    these shysters need keeping in the public domain,please dont let this thread disapear
  • charliepoddley
    They were advertising on TV between Im a celebrity the other night! Ive been bitten by them and I cant say enough how much I recommend people steer clear of them!
  • Bubblegum666
    I'm a little concerned now!!
    I'm having the same problems with One Call Car Insurance, I've sent my documents and received 2 letters to say that they couldn't except my proof of no claims, driving licence OK. I emailed them straight away to say I had received their letters and would put my full renewal docs in the post to them.

    I few days later I get an email to say they still haven't received proof of no claims!! What? So I emailed them back to say when I had sent them (for a second time) and included the details of my previous insurance company and policy number so that if they haven't got the hard copy then my other insurer would be able to vouch for my 9 years no claims. They emailed me back immediately to say they would contact them and let me know if they have any problems.

    Once I read a number of complaints from customers saying they have experienced the same problems as me, I started to worry!!! I'm going to call them tomorrow as well and keep on their backs to make sure this gets sorted. I'm starting to bitterly regret not staying with my previous insurance company. A saving of £30 is nowhere near the hassle and stress. I'll update how I get on.
  • Youngman
    How to deal with One Call Insurance
    I got scammed by One Call Insurance on the 6th December. I unwittingly found them through Quotezone whilst looking to take out car insurance for my wife. After spending 50 minutes on the phone to one of their salesmen I agreed to take out car insurance. When they emailed me the paperwork containing their terms I decided that I didn't like the iniquitous charges that we could be liable for so I cancelled. This was within two hours of of my telephone conversation with them. They told me in that I was now liable to be charged £49.00 because I cancelled. I pointed out that this was within 2 hours of speaking to them and also the insurance wasn't due to start until 17th December and I didn't like their written terms. After conversations with a supervisor and a manager they told me I could cancel but were adamant I would still be charged and that was the end of the matter. All the conversations were quite distressing because of their insistence on the £49 charge and hectoring tone used to let me know. I then received a letter telling me they would be taking the charge from my credit card and returning the change by cheque to me when they had received a return of premium from the insurance company. I immediately phoned the Financial Ombudsmen Service who within 3 days wrote to both me and One Call. Within a couple of days of receiving the letter I got a telephone call from One Call who's attitude was now conciliatory and helpful and after a couple of minutes told me my money would be returned on my credit card. So that's the way to deal with One Call Insurance whom I have no doubt have used this sharp practice to scam many other people.
    Last edited by Youngman; 18-12-2011 at 9:37 PM. Reason: Correcting my english.
  • Jugsy
    Hi there,
    I too have been had by this company.
    I have received letters that have not dealt with the issues.
    I decided after spending 3 hours trying to get through to someone I gave up and wrote a letter cancelling my policy with the emailed documents attached. I was still within the 14 days cooling off period and the policy was not due to start until Jan 2012.
    I have only ever received email documents and they now are asking me for other documents I have never received including cover note.
    I have complained to the M.D and as yet I have not had a reply. I just want my money back which they took immediately even though the policy did not start until 2012. I now want a full refund but they say I have to return something I do not have before they will pay me back and will deduct £50 for cancelling.
    I have telephoned the Insurance Ombudsman and they are contacting them on my behalf.
    They are a complete mess and the staff haven't a clue what they are doing!!!!!
  • Youngman
    They do know what they are doing.
    They know exactly what they are doing - this is how they make their money.
    £49.00 from everybody who cancels - what a good game!!!
  • lilgreenmomo
    Oh, this is interesting, a very current thread about One Call Insurance. So the OH came back this evening and said to me... "Just read this, I was going to sign it and send it back but I've just read it properly" - he's a !!!!!! for not doing that despite what I've told him a million times - He's had insurance with One Call for a year and it he renewed it because they actually decreased the premium (it became active yesterday), and from what I can gather they collect their premiums by direct debit via Creation Finance, he actually read the letter from creation finance properly today and it says... "Thank you for financing your insurance with One Call, we will take 36 monthly payments of £xx being 26 December 2011. THIRTY SIX!!! where they hell did they get that from??? Creation & One Call are shut now so he can't call them, but he's just reviewed the policy document he was sent via email and nowhere on it does it say that in order to get his premium lowered he has to sign up for 3 years. Anyone else experienced this?
    • oscarward
    • By oscarward 22nd Dec 11, 12:37 PM
    • 729 Posts
    • 296 Thanks
    in order to get his premium lowered he has to sign up for 3 years. Anyone else experienced this?
    Originally posted by lilgreenmomo
    That's intereresting, are they saying you will get 3 years insurance for a price which is fixed now?

    Raises a couple of questions.

    Is it a 3 year policy?

    What happens if there is an incident which affects the NCD in the first couple of years?

    What happens if the car is written off, will the remaining years payments be collected as happens with some other insurers?
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

2,898Posts Today

7,241Users online

Martin's Twitter