I purchased through comparethemarket. Paid and all was good. Two weeks later I got an email that said they wanted more info. I called them. They kept me 1 hour and 6 minutes on the phone. They couldn't find my no claims and cancellation charges are not made clear. £49 to write something on a computer screen. Absolutely fine when you want to take insurance out with them then the charges come in because they didn't do their job properly in the 1st place. Steer clear. When asked why they make false excuses and I have provided them all documents to prove my no claim bonus. They don't even understand what excuse to make to justify cancellation and one makes up something about one thing and the other does about another. I've been a customer for a long time and never made a claim, and this is what I get.

Cancelled the policy due to the sale of the car, after two months. Total policy cost was circa £285.00. Cancellations charges totalled £245.00. Had paid by direct debit and found out there is circa £5 charge per month for direct debits. When I cancel they tell me I will owe £120, which I pay. They then chase for a further £22 with threats of appointing debt collectors. Operators have difficulty speaking english. Cancellation charges are not made clear when taking out the policy and in the wording it says NOTHING about it just saying a minimum of £15 will be charged at cancellation. There was £145, circa 50% to the insurer and £70 as a broker. Total fees for two months insurance £245.00 Absolute joke, they believe there is no problem and this is right and proper business and they have done nothing wrong. Steer clear, BUYER BEWARE!

£30 to write something on a computer screen. I must get my 9 year old daughter out of school she could easily do this and earn. Absolutely fine when you want to take insurance out with them then the charges come in because they didn't do their job properly in the 1st place. Steer clear. Shouldn't be called sure term should be called sure to rip you off

Cancelled the policy due to the sale of the car, total policy cost was £110.65. Had paid direct debit and insured the car with them for almost 3 years. When I cancel they tell me I will owe £60 odd. Having already paid £51.16 to date. So although my policy is 5 months in and cancelled I am paying 1 pence less than the entire policy cost!!!!!!!! This was never made clear to me when taking out the policy and in the wording it says NOTHING about it just saying a minimum of £15 will be charged at cancellation. As a insurance broker they where charging £85 of the charges !!!!! Absolute joke and the guy almost laughed at me was recommending them to the new owner just told him not to bother and our new classic car will certainly not be insured with them!!!

So annoyed cancelled my policy after being forced to sell car due to financial reasons and been charged 25% of policy to cancel . So annoyed wouldn't recommend to anyone. Much better insurance companies who are fair out there.

I bought the insurance 3 months ago and provided 9 years no claim bonus. recently a foreign vehicle hit my car and instead dealing with it they quickly cancelled my policy . when asked why they make false excuses and I have provided them all documents to prove my innocence but they won't budge. They're just a day light robbers and they don't even understand what excuse to make to justify cancellation and one lies about one false thing and the other does about another. Now my car is in a limbo. they have taken their courtesy car back after 3 days and I phone them daily to hear something stupid excuse daily and no outcome. I wish I read reveiws.

So my policy auto renewed with them for around £350, I have paid 4 monthly payments of £35 (so £140) but I now need to cancel. The money I'm expected to pay them? £235. That's more than the entire policy in total. I've been a customer for over 5 years and never made a claim, and this is what I get. Extremely unhelpful service since I asked to cancel and a complete rip off. It's lucky I never had to make a claim, because no doubt I would have been shafted there too.

I had no end of trouble with Sureterm over a few years from poor paperwork to terrible customer service. The crunch came when I had paid the full amount for the insurance in the third year but 5 months in to the policy I sold my van. I called Sureterm to cancel the insurance and they stung me with a £125 admin fee!!!! I complained but the customer service rep was so stubborn and rude I gave up and just paid. Be warned, they are not a good company to deal with.......

I've bought my cover for one year and only seven months later they send me a letter to say that you need to pay £903.54 and they have cancelled it I still have three months till at the end of a year . I will highly unrecommed this company because they took me money and tell me to pay other things is well

Entered details on the web site directly from the V5 document. Response from them, the information is wrong(!). Refused to insure. Time constrained I insured my vehicle with another company..no problem with them at all - and cheaper!. Sureterm / Lancaster declared I owed them the full subs and sent me several 'you us money or we send in the bailiffs' type letters, followed by a solicitors letter. I did not sign a contract with them and they did not provide the requested service. NO CONTRACT, NO FEE. I sent a postal order to cover the cost of a copy of the signed contract (non existing) they have now stopped harassing me with phone calls and demanding letters - especially after I said I was going to report them to the Financial Ombud' chappy. Google their office..very nasty prefab on an industrial estate.

I purchased through comparethemarkeet. Paid and all was good. A week later I got a letter that said they wanted more info. I sent it by return post. A few weeks later they sent a letter saying they wanted the same info and would cancel my insurance if not sent. By this time I was overseas travelling and had no phone so started emailing them. No response to anything off their website until I contacted comparethemarket. Then I got email contact. Still asking for more info. I sent some of it but a few weeks later my circumstances changed, we decided to stay in France, and I sold my car. I have now emailed them twice to all the addresses on their website and had no response. I am due a refund (for about 9 months of the year) and will keep chasing it but don't hold any hope. Should be banned.

Cheap insurance quote,took out the policy but received cancellation letter two days later stating details given were incorrect but they wanted to charge me for another 7 days insurance so I cancelled the policy straight away and was given a refund amount minus Sureterm fees and minus Lancaster fees (same company two charges)and was told the refund would be dealt with on receipt of certificate return.I returned via recorded delivery the next day but still no refund yet after 19 days,even though I have spoken to them twice and was told the refund had been issued weeks ago.Very bad customer services, pay a little more money and get a much better policy!!

I STARTED MY POLICY WITH SURETERM DIRECT (LANCASTER INSURANCE) VIA SABRE, I KNOW IT ALREADY GIVES YOU WORRIES, THE TRUTH IS IT WAS MY MISTAKE, I RUSHED INTO THINGS. ANYWAY CUT LONG STORY SHORT, THEY QUOTED ME UNREAL PRICE, YES, THREE (3) TIMES MORE THAN WHAT DIRECTLINE CHARGED ME, FOR ABSOLUTELY SAME THING. ANYWAY I MANAGED TO CANCEL IT, BUT COST ME FORTUNE - 320POUNDS FOR 29DAYS OF INSURANCE OF 51REG 1.4 CAR. PLEASE STAY AWAY OF THESE MENTIONED COMPANIES!!!

I've read and heard an awful lot of bad press/reviews about Sureterm Direct in the past and to some extent I would have agreed. A few years ago (maybe 2010?) I insured my Defender through Sureterm for what I thought was a great price! As the policy went on I got a lot of hassle from Sureterm, threats to cancel for silly things and terrible customer service. Safe to say, I didn't renew. A couple of weeks ago I was looking to insure by 4x4 again and Sureterm popped up on google - I had a look at their site and they seem to be living in the 21st century now! I called up and got a quote (I hate comparison sites) and the girl I spoke to was lovely! My documents took a while to come, but I called back a few days later and the customer service has dramatically improved from a few years ago! This company has turned around massively since I last insured with them and I truly hope that this is the tip of the iceberg and Sureterm keeps up the good work.

I purchased this on compare the market. I insured my 4x4 , now i want to do a mid term change to put a new car on it, not a 4x4 and was told I can't as it can only be like for like meaning another 4x4 , but no where on my paper work does it state this is a 4x4 only policy So I just feel as I was mis-sold the policy, my advice do not use these clowns

I got my insurance last year in 2013 with sure term, was really happy with the quote as they was the cheapest, I paid in full costing me £754 for the year, aweek after I got a letter saying my insurance will be cancelled if I don't send a copy of my log book, on the letter it says final notice even though it was the first letter they sent, they attract people with cheap quotes but can't really keep up with the insurance as they try find any excuse to cancel, any way my car was stolen i got the car back it was a write off, sure term passed me on to several different investigating company's made my life hell with letters and calls even tho I was the victim, they was coming out with excuses after excuses not to pay me out, I got my car repaired my self costing me £3000, and at this time they says to me we are not going to put this down as a claim and you will receive your no claims discount end if your policy, a month before my insurance ends they send. Letter saying my insurance will be cancelled in 7 days and I need to send them back my insurance certificate back to them, but they already have my insurance certificate as they asked for it when my car was stolen now they are saying if you do not send it back then it's a road traffic act which I will be prosecuted for?????? I spoke to the customer service department and the lady says nope there's no note here so am sending a failure to reply letter out which then is a fine of £60- this insurance company has made my life hell they send letter threats after threats for no reason, if your wanting a insurance for your car do not go with these idiots, sure term is linked with Lancaster insurance, equity red star and ivalidate, be warned these people are not nice people stay away well away, if they had a office near me I would have gone to their office and bounced them all over the shop, over the phone they are rude etc wonder how they would be face to face??? Love to see them face to face!!!! One day

Car insurance policy was cancelled within 3 hours due to vehicle from Dealership being the wrong one and not identified until pick up. Called the call centre which cancelled the policy immediately, however my account was still debited. Contacted them again and was informed that I would be required to post the policy certificate back to them prior to a refund being issued. This was not not communicated during the cancellation of the policy. 1. How does this policy make any sense whatsoever? It prevents nothing related to fraud, only increases the companies time to hold your money. 2. When I informed the customer service of my perspective regarding this policy and that such policies will likely cause me not to insure with this company in the future, she responded "that's fine". As a CEO, if one of my customer service representatives were to talk like that to a customer, they would be shown the door. As an insurance carrier, you need to have professional customer service that is trying to win and keep customers, not telling them to take their business elsewhere...

I have been a customer for many years with no issues until last year, after transfering my insurance to a new vehicle with sure term I was contacted and advised that I would have to cancell this policy and restart a new one, so I reluctantly I cancelled my DD for the original policy and agreed to take out the new policy, 10 months !!! Later I received a letter stating that my policy was being cancelled for non payment , the DD was not setup for the policy change!! It took them 10 months of non payment before I was contacted, I am now being threatened with court action if I don't paye £400!! And I was potentially not insured!!! I agree with comments posted here that their customer service is appalling, I was a loyal long term customer, NOT ANY MORE!!!! I have been treated disgracefully, I advise you not to use this company, I certainly will not use them again.