The most unprofessional & worst service I've ever received

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Octagon Insurance - octagoninsurance.com
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Parathion's review of Octagon Insurance - octagoninsurance.com

“The most unprofessional and worst service I've ever...”

★☆☆☆☆

written by Parathion on 31/08/2014

I started using Octagon Car Insurance in November 2012 and was initially happy about their "cheap" insurance... Well, now I know why it's cheap, because their service is crap...

Although at the beginning it was OK, it all changed one year later in November 2013 when renewal was due and they wanted now a 50% increased premium. The only way to avoid this - so I was told by an Octagon advisor - is to cancel my policy and start a new one, which I did...

I signed up online for a new policy, added the NCB which I have received by then (but I've been told it's "just" a formality which will take a couple weeks, but I can already choose the cheaper premium by adding the NCB, because I didn't have an accident) and after paying the deposit I was waiting for my policy documents, which should appear in my Octagon account within 48 hours.

However, after 5 days I still didn't have my car insurance policy available, instead I received an email to provide my NCB letter, otherwise my insurance will be cancelled.

I rang them, explaining the situation and was assured that changed have been made to their system - I won't get the reminder, nor will my policy been cancelled AND my car insurance policy will be available in my account for download within the next 24 hours.

24 hours later I checked my account - YEAHHHHH.... there it is... well, WRONG... I found a 15 day temporary cover certificate and was very confused about that. So I phoned them again and asked if that was a joke. I was told, that this is just because of the NCB that haven't been added to my policy so far. Jokingly I asked how long it'll take to transfer my NCB from one department to another one in the same building and I got a very serious answer: up to 6 weeks !

I then asked what would happen when my 14 days temporary cover runs out - she said I don't need to worry, I'll still be insured...

About 3 weeks later in December 2013 (still waiting for my NCB's to be added) some newbie driver was driving his car on a curved main road, but instead of following the course of the road, he cut the curve and hit my car when I was waiting at the end of a car park for the main road to become clear to enter. NO other car in front of this female driver hit me, just her - and all this was captured by my dashboard camera... Later I took additional photos of the positions and damages of both cars involved, we exchanged details and went on...

I reported it to Octagon and they then told me they cannot give me my NCB at this point because of this incident - which was clearly NOT my fault !

I was told, that I now have to pay a higher premium, because the NCB's can't be added until this matter is solved. I've also been told, that once solved and my bonus isn't affected, I can switch back to the lower premium and would receive a refund of the higher premium I've paid... I agreed, we changed my premium which was now £350pa more and I'd find a NEW car insurance policy in my account within 48hours (still haven't received the "old" one in my account)...

Between December 2013 and August 2014, I've contacted Octagon numerous times in regard to this incident, my NCB and "of course" in regard to my car insurance policy which I still haven't received and I was told a 1000 times that my insurance will be available within the next 24 hours, the incident is still not settled (because the other driver claims that I drove onto the main road, although all evidence (e.g. my dashboard camera video) say otherwise...

August 2014 I've contacted Octagon again to add a second address in a different city where I'd stay for 3 nights a week to be closer to the University (I'm a mature student). They've said because I'm from Monday morning to Thursday afternoon not at my first address, the other address has to be considered as new first address which night change my premium - but probably not a lot, so I was told and she said she'd change the address now... After that she shocked me by telling me that my CAR INSURANCE DOESN'T COVER THE AREA and it'll NOW BE CANCELLED

I have 8 days to find a new car insurance...

This story doesn't end here, because last week I got a letter from Octagon where they demand £173.36 ... and another letter the following day that they won't give me my NCB because they think I'm at fault at the accident in December 2013 although ALL evidence shows otherwise... their explanation: I was 2 inches over the white stop line (but I was still about a foot behind the double yellow lines that are painted at the curb along the main road which the other driver has crossed to hit my car...

I'll fight this to the bitter end...

Not only this insurance is unable to provide you with the car insurance policy - not even after uncountable times asking and reminding them, they also kick you out of the insurance, because of the hours you spend in a different city and NOT the nights... And then they settle claims because they say they're unworthy to fight and based on that they deny their customers their NCB's ...

All phone calls are recorded (that is your right, don't let you tell otherwise. As an individual you do NOT need to ask for the other parties consent - see here: http://www.ofcom.org.uk/static/archive/oftel/consumer/advice/faqs/prvfaq3.htm)

I highly recommend to AVOID OCTAGON INSURANCE ... you can only make BAD EXPERIENCE with them

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