Chaucer Direct Car Insurance Reviews - www.chaucerdirect.co.uk

Prospect House, Thanet Way, Whitstable, Kent, CT5 3FD
★★★★★
4.7 / 5
376
94% of users recommend this
  • Customer Service

  • Value For Money

Description (provided by business)

Chaucer Direct was launched in 2008. We provide Car Insurance, Van Insurance and Learner Driver Car Insurance online, through price comparison sites, and through our UK-based contact centre where we constantly strive to deliver the best customer service in the business. Defaqto has rated our Car Insurance product as 5-star (their highest rating) for since 2012 and our Van Insurance product has been given their 5-star rating since 2014. We love to hear from our customers, good or bad, as it helps us to recognise what we're doing well and understand where we need to make improvements. We look forward to hearing from you. Chaucer Direct.

Summary

"At Chaucer Direct we’re proud of our reputation for delivering excellent service and products to a growing community of customers. Your feedback helps us continue to improve, and we welcome all your contributions. If you ever feel that we have got it wrong with the service you have received, please contact us on sally.macdonald@chaucerdirect.co.uk to give us the chance to put it right."

Media Gallery for Chaucer Direct Car Insurance - www.chaucerdirect.co.uk

Chaucer Direct Car Insurance - www.chaucerdirect.co.uk

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Latest Reviews

★☆☆☆☆

“They don't cover Porsche”

Written on: 01/05/2015 by Ryleigh448 (1 review written)

Took 30 minutes filling out the online quote request. Computer said no. I called the number and they said they don't cover Porsche Cayenne Turbo. It would have been nice to know that when I entered the make and model 30 minutes ago… Read Full Review

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★☆☆☆☆

“CANCELLED MY POLICY?????”

Written on: 20/03/2015 by Allie438 (1 review written)

I purchased my car on 3rd of March 2015 and immediately started a policy that afternoon. After 5 or so days I received a letter requesting proof of NCB, Driver's licence details and full log book of the vehicle. I sent them the requested documents, except for the full log book; i sent them the new keepers slip instead. They wrote back to me after 7 days saying they will cancel my policy due to the full log book copy not being sent. I called today to explain that it can take 4 weeks, which… Read Full Review

By Chaucerdirect

Written on: 20/03/2015

Hi,

I'm sorry to hear you are not happy. I have passed your comments across to the management team and they will call you this afternoon.

All the best,
Steve

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★☆☆☆☆

“Absolutely shocking!!!!”

Written on: 09/01/2015 by Ross234 (1 review written)

Had a car crash wasn't my fault my car got wrote off were giving me £1000 for my car but then deducted £350 excess then took £540 to pay for the rest of the years insurance, I was left with £190 to buy a car with :0 then they made me take liability for a crash that wasn't my fault!!! Obviously to make it easier and cheaper for them! Some of their employers are very rude too! Totally gutted!… Read Full Review

By Chaucerdirect

Written on: 09/01/2015

Hi,

Thank you for your feedback and I am sorry to hear that you feel this way with the final outcome of your claim.

I can confirm that when you pay your premium by instalments and you make a claim, in the event that your vehicle is deemed uneconomical to repair and classified as a total loss, you will need to pay the balance of your premium before we settle your claim. Any outstanding premium you owe, along with the excess payable, may be taken from the amount of the claim. I hope this clarifies the situation.

On your final point about the staff you dealt with being rude, I would be grateful if you could contact us to discuss this so that I can understand the situation further as we take customer service seriously .

All the best,
Steve

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★☆☆☆☆

“untrustworthy ”

Written on: 03/01/2015 by rafiqu (1 review written)

I took a policy out with Chaucer direct after being with my old insurer for 8 years. Unfortunately my car was damaged by vandalism while I was insured by Chaucer. They did not settle my claim and reduced my no claims bonus. Absolutely untrustworthy, unprofessional, did not help a loyal victim in the time of crisis. … Read Full Review

By Chaucerdirect

Written on: 09/01/2015

Hi,

I'm sorry to hear that you are not happy with the service you have received. Could you please provide me with your policy number and I will pass it on for management to look into?

All the best,
Steve

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★☆☆☆☆

“totally rubbish”

Written on: 30/12/2014 by kelibow (1 review written)

made an insurance claim months ago and everytime you ring them no one knows anything , I would never use you again , and you take 6 years no claims off me and claim isn't even settled , way to slow sorting claims and keeping people informed… Read Full Review

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★★★☆☆

“pretty good”

Written on: 04/11/2014 by Heath1968 (1 review written)

I insured and i'd say they were pretty quick and nothing went wrong but I haven't made a claim so I don't know how they would be if I did… Read Full Review

By Chaucerdirect

Written on: 05/11/2014

Hi,

Thank you for your feedback. I'm pleased that you are happy with the service we have provided so far and if we can be of further assistance, please do not hesitate to contact us.

All the best,
Steve

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★★☆☆☆

“Please Understand!!”

Written on: 03/11/2014 by 192O'Donnell (1 review written)

I recently took out insurance with Chaucer. I explained when I took out the policy that we had had bought a new property but were staying with my daughter at the moment as I had to work my notice. I also explained that I had sent my driving licence off to the DVLA for change of address and renewal as it expires this month. I was a little bit worried when I received an email from Chaucer at gone 6o'clock on Friday evening stating that my insurance would be cancelled as they were still waiting… Read Full Review

By Chaucerdirect

Written on: 05/11/2014

Hi,

I am sorry to hear of the difficulties you have recently experienced. I have spoken to our call centre manager about the position you are in and he is very keen to speak to you to help resolve this issue.

Please call Russell Wilson direct. If there is no answer, please leave a message and the best number to call and Russell will get back to you at his earliest convenience.

I hope this is helpful.

All the best,
Steve

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★☆☆☆☆

“Don’t use”

Written on: 29/10/2014 by Matthewskz288 (1 review written)

We had a quote for a policy holder and one named driver which was reasonable and we accepted the quote. When we received the documents, we noticed that the named driver was down as the policy holder and the named driver, when we questioned this they stated we had entered the information incorrectly. When we produced the quote with the correct information, they refused to acknowledge the quote and insisted on new quote and policy. When we got the new quote it was £300.00 more. Total rip off… Read Full Review

By Chaucerdirect

Written on: 30/10/2014

I'm sorry to hear that you feel this way - we would be grateful if you could contact the office so that we can understand the situation further.

If you could call us or email us with a number for us to call you on, quoting the Review Centre, that would be much appreciated. Please can you contact my colleague Vicki Phipps and she will be happy to look into this issue.

All the best, Sally

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★★★★★

“fantastic company”

Written on: 21/10/2014 by michelle000 (1 review written)

I have just renewed my policy with chaucer direct and i have nothing but praise for them. Earlier in the year i was unfortunate enough to be involved in a collision where we were struck from behind. Our car was written off and we were settled up very quickly, when we purchased a new car i phoned them up and cover was sorted there and then. No hassle and the only extra cost was £25 to change details. We had our own case handler and a direct number and email address which made things much… Read Full Review

By Chaucerdirect

Written on: 21/10/2014

Hi,

Thank you for taking the time to write a review. I am delighted to hear that you are pleased with the service you received after your unfortunate car accident. I'm glad that our claims team were able to make a very stressful time, hassle free, quick and easy for you. Thank you also for renewing your policy with us.

All the best,
Steve

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★★★★★

“Fantastic customer service!”

Written on: 02/10/2014 by MsKaz (5 reviews written)

I haven't had to make a car insurance claim, however I have made 2 changes to my policy in the 2 years I've been with Chaucer Direct. I was AMAZED that I wasn't charged an admin fee for the changes! Every other car insurance company has tried to charge me a ridiculous admin fee for the slightest change in the policy, such as where my car is parked overnight. The price with Chaucer is also the best around. I would recommend this company to anybody and will be sticking with these guys when my… Read Full Review

By Chaucerdirect

Written on: 03/10/2014

Hi,

Thank you very much for your kind words and for taking the time to write a review. I am glad to hear that you have been pleased with the service provided to you over the past couple of years and thank you for being a loyal and valued customer.

All the best,
Steve

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★★★★★

“Fab customer service, great prices! ”

Written on: 22/09/2014 by RachelPercival (1 review written)

Moved to Chaucer a little over a year ago from Direct Line, great value, fab customer service, saved me a fortune, didn't charge me an extortionate amount on the renewal AND you always get through to them! Totally recommend!… Read Full Review

By Chaucerdirect

Written on: 22/09/2014

Hi,

Thank you for taking the time to write a review and I am glad to hear that you are pleased with the service you have received, including your renewal.

All the best,
Steve

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★☆☆☆☆

“cancelled without notice making me illegally drive for...”

Written on: 23/08/2014 by FletcherWalker222 (1 review written)

Asked for v 5 , I told them over the phone that I had not received it from the dvla. The lady on the phone said "don't worry I will make a note and you can send it when you have it" then they cancelled my insurance. Two weeks later I sent the documents only to be emailed back saying "sorry we cancelled you insurance 2 weeks ago". No messages, no emails, no phone calls, nothing. BE CAREFUL WITH THIS USELESS SHOWER OF SH* T AS I DROVE AROUND FOR TWO WEEKS ILLEGAL BECAUSE OF THEM , IT COST ME… Read Full Review

By Chaucerdirect

Written on: 03/09/2014

Hi,

At times we need to request additional documentation from our policyholders to clarify some information that is provided when they purchase a policy. We try to request documents that the majority of our policyholders will be able to supply to us easily.

Without your policy details we can not look into your policy in any detail, please call our contact centre manager and he will be happy to look into this more for you.

Thank you,
Steve

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★☆☆☆☆

“Ridiculous charges for one simple change to policy”

Written on: 30/07/2014 by RiverLee101 (1 review written)

I called up to change the registration of my car, one simple change that was completed whilst I was on the phone to the company. Right at the end of the phone call, they dropped the bombshell that I needed to pay 20 pounds just to have this change made. Had I been making a major change to the policy, one that required more work then I would have been happy to pay a charge but the amendment was made whilst I was on the phone & only 7 characters needed to be typed, hardly meriting such an… Read Full Review

By Chaucerdirect

Written on: 31/07/2014

Hi, thank you for your feedback and I'm sorry that you feel this way. The £20 admin fee covers the cost of producing and sending the updated documents. It also covers our costs to update the MID to ensure that you're legal on the road. I hope this seems more understandable and justifies the fee that we charge.

If you wish to discuss this further, please call us and ask to speak to Dean our Senior Team Leader.

All the best,
Steve

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Sarahyorkshire's Comment

Written on: 04/08/2014

I have been with these for just over a year and some crashed into me recently and early in match - bad luck I know . I opted for the hire car and like for like size of car option and they never put it on my package the first time so , on renewal I states this was very important for me to have .
After reporting the second non fault accident it was brought to my attention that yet again it was not added To my policy despite being promised it was on . So one again I'm in a situation with no car that shouldn't have happened.
Absolute rubbish - and under no circumstance DO NOT go with their legal injury solicitors Lloyds Davidson - you pay them for nothing and do all the work yourself . They never ever receive your corresponding letters and take forever to deal with simple tasks .

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★★★★★

“excellence of service. ”

Written on: 04/07/2014 by 123yo (1 review written)

The service so far has been very good. Because as yet I've not actually encountered a problem, I'm not seeing that anything could improve on the service I've received to date! I'm very impressed with how quickly I received the paper documents for my insurance too! So, I am a really happy customer so far! A huge thank you to all of the teams of chaucer direct! You've been efficient and quick! :)… Read Full Review

By Chaucerdirect

Written on: 04/07/2014

Hi, I am delighted to hear that you are pleased with the customer service you have experienced to date. Thank you for your kind comments and for taking the time to write a review.

All the best,
Steve

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★★★★★

“A friendly and efficient renewal experience”

Written on: 28/06/2014 by LucyLamb (1 review written)

I was extremely pleased with the renewal service. As always I had left it until the last minute, and so I was pleased that I got through to a helpful human being very quickly. Once it had renewed I was made aware of other services/additions to the policy. These were suggested in a friendly rather than a pushy way, which I appreciated. Thank you… Read Full Review

By Chaucerdirect

Written on: 30/06/2014

Hi, I am glad to hear that you were pleased with the customer service while renewing your policy and that you found our sales advisor helpful and friendly whilst explaining the additional services. Thank you for your feedback and for taking the time to write your review.

All the best,
Steve

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★★★★★

“Defaqto 5" Rated”

Written on: 27/06/2014 by colisi (1 review written)

I was insured with AA last year and noticed they used Chaucer Insurance. When my renewal notice came through I decided to check if I could go direct and was delighted to find I could and it would save me £20 per year. Chaucer is also Defaqto rated 5* which gives me the confidence that the company is one of the best. … Read Full Review

By Chaucerdirect

Written on: 30/06/2014

Hi, thank you for taking the time to write a review. I am glad to hear that you have become a direct customer and we were able to save you money on your policy.

All the best,
Steve

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★★★★★

“Brilliant insurers!”

Written on: 25/06/2014 by VickyT84 (1 review written)

When someone hit my car late last year and drove off I was devastated. But when explaining the situation to Chaucer they were really helpful at every step of the process and eventually after a long fight with the other persons insurance they got all my excess back for me and gave me a really good insurance quote for this years insurance, better then anywhere else. Would recommend them for ease of renewal, customer relations and just general good quality service. Thank you!… Read Full Review

By Chaucerdirect

Written on: 26/06/2014

Hi, many thanks for taking the time to write a review. I am delighted to hear that you are pleased with the customer service and care that we provided through what can be a very stressful time.

All the best,
Steve

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★★★★★

“Difficult times”

Written on: 24/06/2014 by sbCooney244 (1 review written)

After devastating news of cancer in the family - a few changes needed to be made to our car insurance policy. I was connected to Ryan who was really polite and very caring whilst we are going through difficult times. Thank you CHAUCER will be renewing our policy with you… Read Full Review

By Chaucerdirect

Written on: 25/06/2014

Hi, I am sorry to hear of your bad news and I'm glad that a member of our staff was polite and caring whilst dealing with your insurance amendments. Thank you for taking the time to write your review.

All the best,
Steve

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★★★★★

“Fabulous experience”

Written on: 24/06/2014 by Tomlowe (1 review written)

This was the best service xperience I've had with insurance. From the lovely choice of music whilst waiting to the clarity, ease and friendliness of the gentleman at your end. He was polite, well spoken and nothing was too much trouble. Well done Chaucer… Read Full Review

By Chaucerdirect

Written on: 24/06/2014

Hello and thank you for your kind words. I am delighted to hear that the service you received was to your complete satisfaction. Thank you for writing your review.

All the best,
Steve

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★★★★★

“Fantastic First Impression ”

Written on: 20/06/2014 by JavionMills (1 review written)

Called them on the Friday to arrange my insurance. Guy on the phone was very helpful and went out of his way to make sure that everything and more was sorted out. Documents arrived on the Saturday morning. Couldn't fault it. Would definitely recommend to family and friends. Well worth paying a little bit extra for great coverage and service… Read Full Review

By Chaucerdirect

Written on: 20/06/2014

Hi, thank you for taking the time to write a review. I am glad to hear that you are pleased with the customer service you received was helpful and efficient.

All the best,
Steve

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