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“OK”

written by moneyfile on 11/08/2015

Service is generally good but what really lets them down is the long wait for them to answer on the telephone. I have never not had to wait and whilst the automated voice always tells you that your are in a priority queue of no more than 5-10 minutes, in reality it usually has been at least 15 and once over 35 minutes on hold waiting to speak to a 'human being'. Service largely depends on who you speak to - had some very good experiences, some bad. Par for the course. No better or worse than other companies I've insured my car with. I renewed with them this year but only after they gave me a discount when I had been on hold for 35 mins, after 2 days of trying to get through to them. I'd eventually done an on-line chat and someone rang me back which was better but obviously you need internet access to do this. When I contacted them to tell them I'd changed car mid policy it was a bit of a laborious process too - thought it'd be a quick 5 mins call but wasn't too be as absolutely all my details were reviewed again even though it was just the car that had changed - ended up being 2 phone calls.