Have had this insurance for over a year , no problem till I needed them. Had a car crash into the back of me not my fault at all and I called them for help. They must use 3rd parties to facilitate this and then the issues start. They use a company called carpenters who are downright charlatans. They have made me appointments for physio which I have not asked for and threaten to charge me if I don't go. They are rude and unprofessional to the point of disbelief. They have harassed me and I have called them out as shammers calling me from different numbers texting and emailing me. It's totally unacceptable when I'm the injured party. I believe they have sold my number so I now have ambulance chasers ringing me. No care or concern no level of proffesionalism of any kind and to add insult to injury when I've called M&S for help they recommend I speak back to carpenters, no thanks and I'll say the same on renewal date.

I've been with Marks and Spencer insurance now for just over 3 month and I'm really happy with my choice. They were the cheapest for my car and had the best cover. They are unwritten by Ageas , who have been amazing. I had a minor accident and the response was fantastic, and so simple. They totally looked after me and took care of everything. It's the first accident I've had where it's been my fault and because I had my 9 years no claims protection, I was not penalised. Brilliant service and so easy to set up. I would highly recommend them.

I was with M&S car insurance for nearly 25 years. Always found them to provide a good comprehensive policy for a reasonable price. Every year the new quote would come in with a 30% to 50% increase and after calling them they would offer a price there or there abouts the previous year. This year the quote arrived at £552 against the previous year of £293, an 88% increase. No claims in the 30 or so years, except one claim for a windscreen in 2005. Called customer service and they said they would see what they could do and came back with a reduction of £19. Customer agent was very unhelpful “take it or leave it,” “would you like me to cancel your renewal.” I have switched to Aviva with lower excess amount better courtesy car terms etc for £130 less that M&S wanted. The experience has changed my perception of M&S as an organisation. Another company trying to capitalise of inflation.

Hit the curb this am phoned m&s car insurance to sort it out. Still no resolution at 3.30pm. AA do not cover it as they do not regard it as an accident,so send a mobile tyre repair van but can repair tyre as I did not have the wheel not lock remover. Charged £71 quid. M&S say I have to make a claim that will cost me £375 excess. Joined AA who will hopefully resolve it.

Been a customer now for a while after deciding to up grade our car for something bigger called to swap over our new vehicle. to be told we needed to cancel our policy on our old car then take out a new policy which would mean me paying another massive deposit and also they had just taken a payment for our old car this is just a trick to get more money I have taken this to the insurance ombudsman to sort out this company do your self a favour and avoid these people like a rash. terrible customer service will try anything to get there hands on your cash very under handed rude staff who do not let you speak and just talk over you

I was insured with this company for one year only. Had an accident in June 22 took over 6 months to sort out. The customer service is appalling especially the one who dealt with my case, no follow up from them for 4 months . I had to deal with Covea the underwriter myself with no help at all from M&S Car Insurance. This was the worst experience with insurance company in 52 years of driving. Stay away from this company don’t waste your time life is too short.

I helped my 85 year old Mum to try to make a claim as someone hit her car in a Car Park. 25 minutes to get through to M&S. We then sent about 20 minutes with M&S carrying out security and describing the incident, before they passed all our information across to Gemini who apparently handle their claims. After another lengthy wait we were then told that none of the information that we had provided to M&S was passed onto Gemini, as such we had to start again. Gemini then required my Mums Driving Licence details and her Nat Instance Number to process the claim. they then sent a link to my Mum to uploaded 7 photographs of the damage (bearing in ind she is 85) and would not send these to me despite carrying out extensive verification of who I was. We how have a proposed repair date of mid April. Avoid M&S at all costs.

10 days ago I hit a deer. 10 days later my questions to M & Spencer team: Can you tell me where my car is? Answer: No Can you tell me when it will be repaired: Answer: no Can you tell me when and where I will have a courtesy car: Answer: No Stick to prawn sandwiches M & Spencer

They took MY MONEY out of my bank before it was due, when I told them I want MY MONEY back they said wait 7 days, waited, nothing, phoned them again to be told wait another 8 days. There is no complaint procedure and there is no managers, it's a terrible company and even worse customer service are absolutely rude and rubbish. They email they advertise does not exist.. PLEASE DO NOT GET INVOLVED IN THIS COMPANY. They suck you in then add this add that and the next thing quote has doubled.. looks good on comparison sites NO IT not good company. DONT EVEN CLICK ON M&S...

Be really careful if you are insuring your car with Marks and Spencers Car Insurance. I mistakenly thought you would get the same high service you get in their shops. My windscreen was damaged by a stone and cracked halfway across. I went through the claims process to be told initially it could be repaired within a week. After two missed appointments by their contractor, I was then told it would take 6-8 MONTHS for a replacement windscreen. Having rung round myself, two other companies can do it for me within a week but Marks and Spencer Insurance refuse to use them and I have to wait the 6-8 months for their supplier to do it. My only option to be able to use the car is to pay out the full amount replacement cost myself or wait until the autumn/Christmas to be able to see fully out of the windscreen. The most unhelpful customer service people ever. It took around two hours on the phone to get the excess back. Avoid. So disappointing.

Theyll cancel your policy but just keep taking money anyway and you'll never get it back

The thing they were most interested in was a personal injury claim and couldnt wait to pass me on to their solictors...the most concerning thing however was that they had arranged for a salvage vehicle to pick up my pristine vehicle to go to be auctioned off at one of their counterparts for a cracked tail light and a one inch dent on the boot..You admitted you were at fault and had got your wires crossed, but I think your mistake is inexcusable M and S.Best of it I was stationary when the pratt ran into me with their brand new Audi and caused a small bit of damage..Lucky I realised their mistake before I waved goodbye to my car for good..Do not touch this insurance company

M&S Insurance, worst experience avoid!!!! After having an no fault car accident got the drivers and independent witnesses details photos etc my car was written off. Now into the 5th month and no car no payment. Terrible customer service avoid !!!!!! Not what you would expect from Marks & Spencer i

Found M&S Car Insurance after searching via 'go compare .com" Not the cheapest - but I thought that with a Company like M&S behind it , it should be worth the extra ! How wrong I was ! Completed the details and got a reasonable quote, which I decided to accept - MISTAKE ! After giving my card details I tried to 'register and the site collapsed - got back in again and had to go through all the details again ! Then it mentioned that I "Might" have to provide evidence of my current No Claims History - which I assumed was shared by insurance companies with each other ! so I used M&S "Web Chat" to verify this, I have a printed transcript - "how do I send proof of no claim history or do you check electronically ?" Answer "your No Claims discount proof is checked automatically, if you are still required to send this in you will get a letter to ask for this. You can email it to --------.co.uk I do not want the extra hassle of contacting my existing insurer for proof of NCD and having to copy and post or email to M&S insurance. If M&S want the business they should do the ground work NOT ME ! I then found a phone number to clarify the situation and decided to CANCEL the proposal. I returned to SAGA insurance who were very helpful and negotiated a vey competitive deal which I accepted. Having little faith in my M&S contact, and receiving various emails from M&S insurance - quoting policy number and wanting proof of NCD I was suspicious that the Policy had NOT been cancelled - after a lengthy search for a phone number I found a contact - who confirmed that the Policy had indeed NOT been cancelled !I checked with my bank and the money was accounted for pending payment . M&S contact confirmed that the premium would be taken shortly but that it could be refunded in a short period - more hassle to check if this is actioned. It's taken most of the day to try to sort this out ! why can't these requirements be made clear before asking customers to part with debit card details and if proof is required how it should be sent to M&S ? I appreciate it is sense to require written evidence of the 'Risk' but why wait 'till after the premium has been paid? I have now received an email confirming the cancelation !

I just completed one year of car insurance with Marks & Spencer's, I can honestly say they have the most frustrating Call Center advisors I have ever had to deal with. You have to wait three full minutes to listen to recorded messages each time you call them, some of these recorded messages tell you how you can do lots of things online... no you can't! you can't do anything on their online system you can only view your documents. It's really annoying have to listen to this relevant message. After you listen to the All 4 messages then of course you are on hold for anything from 30 seconds to 20 minutes, however long that takes. Once you do get through to a human it's even more frustrating, they obviously aren't fully trained as they refuse to answer questions properly! I called them towards the end of my policy to instruct them to insure our new car, the old car was up for sale and I needed one day with both cars insured, a one day overlap should be common sense! You would think! Not with this company. They advised me to take a new 12 month policy out for both cars. Or to go and get temporary car insurance somewhere else (this costs at least £80). I think if your business is car insurance it should be a fully fledged business that offers all the services a regular person might need with that: an overlap to sell the car, driving abroad, and all other in car insurance related things. Marks & Spencer's car insurance which is provided by B I SL Ltd, I think don't bother they are useless people on the phone, rude, tedious and bureaucratic - never again! I was very lucky I never had to make a claim with them I can only imagine the hoops they would make me jump through in order to make a claim. B I SL Ltd is the background insurer company for lots of different firms so check before you end up with these clowns!

Logged a claim for car contents theft. Claim rejected as not covered. When renewal came over 100% increase on policy. Phone to find claim still "pending" Had battle to get pending claim removed considering they never paid out !! Then asked for a new quote. Told it was still the same as the pending claim was now down as an "Incident" and affected the renewal regardless of them paying out. BEWARE M&S policies now have new underwriters BSIL Ltd and are obviously out to increase their profits. Well NOT at my expense.

Mind-boggingly bureaucratic. Hours on the phone listening to music while they are 'experiencing exceptional demand' Asked numerous times for the same security data. Staff hassle us to pursue injury claim to the point of harassment. Had to fill in endless forms and then told by underwriter that none of these sent to them so had to do a whole new set. Wrong instructions sent to legal firm for third-party recovery of uninsured losses. More hours on the phone listening to music and repeating security data more times. Absolutely dreadful.