Literally the WORST company I’ve ever had to deal with. I will never use this company again. Changed policy and all it’s details including payments without notifying me. Ombudsman told me tat it was a serious legal issue if they have and I was entitled to complain, I’m just glad I’ve moved to another company. Very rude staff don’t know what they’re doing and managers who give attitude.

Told me I had 14 days to cancel policy, after a problem I tried to cancel after 13 days but was told no refund! They wanted to keep my £126 I paid them as a cancellation fee.

I've been insured with insurance factory for years for both me and my wife, and always found them a pleasure to deal with (well at least comparing to previous insurers I've dealt with!) prices are good and very knowledgeable staff on hand - very happy to be insured with this company.

Dont ,,just dont ,,all they want is your deposit and then deny they have received your no claims etc ,then threaten to cancel ,,just dont go anywere near them

 Don't expect to ever speak to someone. They don't send you any renewal paperwork and just take the money and when you attempt to cancel they want almost your years premium to do so! Everyone you speak to gives different info all of which is incorrect! They threaten you with debt collectors when you question the huge 'admin fee' anyone who goes with this company is gonna be taken for a ride!

This company is only interested in sales and take deposits for porported insurance readily. When insurers need further information, they pass this on too late leaving you no time to respond. Your insurance is then cancelled and you lose your premium contribution to the extent of 20% + fees. Nobody answers the phone at customer services despite holding for 50 minutes at a time for days on end. I don't think anyone actually works there.

rang up to renew my van insurance. was bounced between department as if they did not want my money (weird). after finally getting to the same person I started with after 30 mins. told her I was going to someone else. found insurance £100 pounds cheaper elsewere and factory rang next day but were to late. something wrong here avoid.

Never had such a bad dealing as i did with this company I sent in all relevant documents to be then told they where canceling my insurance and when called they said it was my no claims bonus proof and that they would sort this from their end literally 1 hour before my flight to qatar i recieve an email saying my insurance was being canceled still the next day. When called their customer service was poor i told them i want to cancel and to not pay the cancelation fee as this was their fault they took almost £300 for 1 months insurance considering my insurance was £900. When i asked them to be put through to complaints and speak to a manager they told me all managers where busy and i would have to wait 24hours to speak to one knowing that i had to fly out. I will never insure with this company again and i would highly recomend that everyone stays clear of this company

After receiving very competitive quotes from two online comparison sites called them up . And on both occasions customer service were rude and found not been helpful at all.first impression demotivated me to go ahead further. So decided not to buy. Won't recommend anyone.

Not helpfull at all!!!, they r not rude on the phone but do not wish to help resolve a problems!!!!!!

Spent over 30 minutes on the phone on hold to be told I cannot get insurance because I drive my car to and from work, Doesn't count as commuting according to this company.

Absolute nightmare after a year with them trying to get my no claims was hiddious ended up trying to charge me for all sorts of fees. 

Customer service was terrible telling you loads of lies no one should use this company its really rubbish just out for your money

I recently bought a car insurance from The Insurance Factory Ltd.  As previously my car was insured under the company group car policy they not only disregarded that No Claims Bonus but at the same time charged me additional premium of £126 plus £45 administration fee. If I had to cancel the policy they would charge me £50 administration fee thus having no option other than to continue with the policy and pay the huge difference. All I requested them is to waive the £45 administration charge as I was not aware that group company car policy won't add up to the No claims bonus. Very unhappy with the service and would highly recommend to people for not using them ever.

Been with Insurance Factory for less than a year. In this time I have changed vehicle on my policy 4-5 times as I lease a business vehicle. From the start I was never to pay a change over fee because of the amount of times I would need to change vehicle and that was the deal my lease company had with the insurers. Each time I have changed over vehicle they have charged me for changeover. All be it twice they have refunded me. Each change of vehicle takes 3-5 days, although you can only change the vehicle over on policy 2 days before you receive your new vehicle, as they don't let you do it before then. Thus meaning you have a day where the vehicle isn't insured. Today they have yet again not insured my changeover vehicle from the correct time stated. They are giving me every excuse under the sun. I've lost out on earnings and custom this morning. I don't see them rushing to resolve the issue for me as it's been two days. I will never use again and sadly I have to cancel my vehicle lease because these guys are the only insurers you can use. Rudest customer service staff, make you feel like it's all your fault. Put you on hold half way through you talking to them.