One Call Car Insurance - www.onecallinsurance.co.uk – Questions & Answers

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Asked by 05190509 on 20th April 2020 Report this content
Can they reduce my payment or give me a months break?

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Answers (2)
Report this content Freewayyorkie Written on: 21/04/2020
Very unlikely I would think and generally any changes to a policy you incur a change fee. Try chatting with them online.
Report this content GrahamD1952 Written on: 21/04/2020
They could but from my experience they won't unless you are going from fully comp to third party but most of the small print will have some sort of exclusion and it will be to their benefit Now having said that my wife has received a notice from Gladiator Insurance this morning saying they are going to give her £25 as a rebate as they know that her car isn't being used as much so 1 up for them.
Asked by ziggyjak on 13th January 2020 Report this content
hello there, my last car insurance was through one call, how do i go about getting my confirmation of no claims bonus? i have only the registration of my old vehicle, regards

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Answers (4)
Report this content gwenda64 Written on: 13/01/2020
One call where so thorough with my policy, give them a call stating your car registration, address and when your policy ended. I am sure they will help
Report this content robbothecaveman Written on: 13/01/2020
You need to contact your old insurer, the one just moved from, and ask them to send you an email letter stating your NCB years. It's simple, normal and no problem. You need to login to your old policy and do it with "chat"
Report this content mikpug Written on: 14/01/2020
Ask them for it and they have to send it, must be within 2 years!
Report this content margm2019 Written on: 21/04/2020
What you need to do is to get in touch with the insurance company and they will send it on to you
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Asked by andyorchard on 15th December 2019 Report this content
I have a policy with one call insurance. On Friday 29th of November I called to make a claim as a vehicle damaged my car overnight and left the scene without leaving any details. I sent pictures of the damage to my car and a picture of my log book as requested that night. The flowing Friday (6th of December) I called as had no contact from One call. The guy said someone will be in contact with me within the next three days to arrange a viewing of my car for a quote and that I was not eligible for a curtesy car until they have recurved the quote. My car is unroadworthy as the headlight is smashed and no longer works. I pointed this out to the guy when I called.. please could someone advise on what I need to do as I have called and called but don’t get through because of technical faults with the phone lines.. kind regards Ps I have fully comprehensive platinum cover with no claims protection and have never made a claim in my life

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Answers (4)
Report this content LittleBrit65 Written on: 17/12/2019
Phone them back and ask who their select repairer is (thats the garage that would repair your car ) phone them and they will arrange everything for you . Some garages are quiet this time of year and might just give you a car .
Report this content catalin.mihai Written on: 17/12/2019
Hi , OneCallInsurance is good only when you do the payment after they don't care!
Report this content LittleRedCorvette Written on: 17/12/2019
I am so sorry. Another case of modern day society, where one gets let down yet again! I have a policy with this Company but have not had any need to use them yet. So sorry I cannot be any help. I really understand how you must feel. Truly. I pray you will get help from someone soon.
Report this content margm2019 Written on: 21/04/2020
I would make a phone call and say as your fully comprehensive that you need a car and they should get you in touch with a hire car company x
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Asked by Kevinkkk on 31st August 2019 Report this content
Has anyone ever had a discount code that works?  I purchased one policy was then offered discount of £40 if took out a 2 nd policy didn’t happen as I can’t buy policy on their own website Don’t think discount is possible waste of time offering something no one can have. Good sales strategy maybe. Considering cancelling both policies within cooling off period and going with cheaper quotes elsewhere.

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Answers (4)
Report this content Clifton94 Written on: 02/09/2019
Why not just give them a ring or live chat and I’m sure they will sort it out I have always had great service from one call
Report this content SteveIngate Written on: 02/09/2019
My issue with One Call insurance is with my van breakdown addition. When I took out the policy they got my vehicle wrong. When I needed to call them they wouldn't help unless I changed the vehicle and paid an extra £83.77 on top of the £40 I had paid for Breakdown Insurance. Not happy with their customer service or integrity.
Report this content Lollipop24 Written on: 02/09/2019
Ring to them it's alot easier
Report this content DG17vine Written on: 04/09/2019
After my own experience I would steer well clear of them with or without discount- your money is safer with someone else.
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Asked by richardmattingley on 6th August 2019 Report this content
Can I change the payment dates?

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Answers (6)
Report this content Farmerrich1608 Written on: 07/08/2019
Yeah once you’ve paid your first months payment you can ring one call and change your date
Report this content PeterFromScotland Written on: 07/08/2019
If you go on to the Web site the chat box person will help you. Most efficient.
Report this content dianasilverwood Written on: 07/08/2019
Yes if you go on the website chatroom they are very helpful and will answer any questions you have
Report this content petertunstill Written on: 07/08/2019
Have always found this company really customer-focused and will allow any reasonable changes without a problem
Report this content Yetti8 Written on: 07/08/2019
Apologies - I paid in full - but in general I would suggest speaking to One Call - they always seem friendly and obliging to me - GoodLuck - Yetti8
Report this content Mo198591 Written on: 07/08/2019
Yes you can after first direct debit ring them and they will help you .
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Asked by Neilellis1 on 1st July 2019 Report this content
Where can I access my policy document so I can print it off?

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Answers (5)
Report this content Paulo36 Written on: 02/07/2019
go to the one call website log in with your password your account will show your documents
Report this content petertunstill Written on: 02/07/2019
In my case, as an alternative, I just asked them to send my documents by email. They did that and I printed off in less than half an hour.
Report this content Mo198591 Written on: 02/07/2019
Just email them with your policy number and they send you back or just log in to your account and you will see documents
Report this content Nightowl100 Written on: 02/07/2019
Just go to the website, log in or register and you can access your documents easily
Report this content Yetti8 Written on: 02/07/2019
I have returned to One Call after a year away [cheaper premium] - all my documents came on an email - sure that they can re-send - as well to check 'Junk' and 'Deleted' - alternatively, log in on their website, which will take to your account, and all is there to read/download. Hope this helps.
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Asked by X10maj on 5th March 2019 Report this content
I’ve been trying to speak to someone at OneCall for the last 3 day’s but their Live Chat is continuously unavailable. How else can I contact them?

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Answers (7)
Report this content AromaQueen Written on: 06/03/2019
Doncaster office number expect a wait. I'm in 18th place
Report this content Barrett19 Written on: 06/03/2019
I find it easier to contact them via there contact number, they always happy to help and are very quick
Report this content Yetti8 Written on: 06/03/2019
OK, so Yes, I admit that One Call have not always been the quickest at answering, especially I have found the telephone [it's probably one area that they save their costs on, so calls for some patience!]. Personally, I have found them very good and well informed once contact is made - I looked at their web site: although the Chat side box states not available, the box on the screen marked, 'Start Live Chat Now' was responsive. My most recent experience was to use that access to discuss Home and Contents insurance [since my car insurance is with them this year - reviewed yearly!] and it worked very well. If you can, I would suggest persevering, using different times, use a variety of lines of access - or write, that old-fashioned method! - and you should find that works eventually. It is a very competitive field, so they will respond. I hope this reassures and helps.
Report this content Lockrob Written on: 06/03/2019
I always phone the contact centre phone number. Very easy and find the advisor very helpful. I phoned them yesterday and was asked promptly and found the advisor very helpful.
Report this content Bagsby Written on: 06/03/2019
I've found the one call car insurance number in my files. I wasn't able to find it on the internet or on their site Not good hey.
Report this content learnerdriver Written on: 07/03/2019
Click on live chat from the main site, not when you are logged into your account, for some reason it's always unavailable. If that doesn't work, close the page, re-open it and try again. Would work eventually, their waiting queues through live chat are horrendous though unless you want to buy the policy, then it's pretty much immediate. If sth urgent I won't bother, just phone them up
Report this content Frances220818 Written on: 08/03/2019
You could try this landline number I have used for them. 
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Asked by johnathanbrennan on 28th December 2018 Report this content
Does my policy cover lost keys?

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Answers (4)
Report this content Grahjo Written on: 31/12/2018
If in doubt I always maintain that you should phone the company to make sure this item is included and if not, ask how much it would cost to add.
Report this content Miggeuk2014 Written on: 31/12/2018
When you take out the policy that is the time to make sure it’s added.All depends who you take out your policy with that’s when you go through what is important to you.I personally did have this included along with personal effects within the car.Hope this was some help to you.
Report this content Yetti8 Written on: 31/12/2018
Hi - brief answer is that all policies are not necessarily the same, so best to telephone One Call and ask them if a 'lost keys' consideration applies - always found them obliging and helpful, not trying to catch you out. Hope this helps - Happy New Year 
Report this content Jbblamitg Written on: 31/12/2018
Sorry ... why ask such a specific question to the public?
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Asked by luketajul on 11th December 2018 Report this content
I recently took property insurance out with them but I put my wrong email address and now I can’t activate my account. What  can I do?

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Answers (4)
Report this content francesgeorginadavis Written on: 12/12/2018
Hello You could try re registering. The account you created with the wrong email won’t be activated so just leave it and do a new one with your details and the correct email. If that doesn’t work you might have to call them to activate the account for you. Hope that helps? ????
Report this content DavidKowalski Written on: 12/12/2018
Give customer services a call. 
Report this content Catherinevj Written on: 12/12/2018
Phone them and they'll sort it.
Report this content newboldsrock Written on: 13/12/2018
Contact OneCall, give them your contract # & then explain that you have accidentally given them the wrong email address
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Asked by 04927598 on 8th September 2018 Report this content
My car insurance renewal is due 20 Sept but I want to cancel this as I have found another provider. How can I do this?

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Answers (4)
Report this content richardg378 Written on: 11/09/2018
You should have received a renewal quote which will show any no claim discount.This is all you need for your new insurer. If you can get through on phone to Onecall,simply inform them you will not be renewing.Failing that,Email them and ask them to confirm receipt. If all that fails and you have insured elsewhere,cancel any direct debits to Onecall.
Report this content gcornell Written on: 11/09/2018
If your insurance is automatically renewed - then you should contact that insurance company and cancel the automatic renewal. Then the insurance will simply end on the 20th September, and you can take out insurance with the other provider. To make sure, simply call the insurance company you are with and tell them that you dont want it to renew. Make sure you take out new insurance for the same day the last one ends, to avoid having a gap between insurance cover!
Report this content newboldsrock Written on: 11/09/2018
You should call your insurer and inform them that you will not be renewing your policy. You will be asked "Why you're not renewing your policy" on this occasion they may offer to match your cheaper quote, ensure the cheaper quote given doesn't compromise anything you had in place on your old policy. e.g. Car Breakdown being removed. You can make the decision to accept the new offer or continue to cancel the renewal. You will need to inform them that you require proof of any No Claims Bonus that you have on that policy!
Report this content newboldsrock Written on: 13/12/2018
Either email or call them & let them know that you do not wish to renew your insurance. Ensure to ask for your prof NCD
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Asked by elkiebrookes1 on 31st August 2018 Report this content
I have had my car stolen, what do I need to do regarding insurance?

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Asked by moiraneilly on 6th July 2018 Report this content
How do I add someone to my insurance policy?

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Answers (5)
Report this content Scamp49 Written on: 09/07/2018
I assume you contact them and discuss the issue
Report this content DavidKowalski Written on: 09/07/2018
Go to the website and use the online chat facility. If they're busy you may be held in a queue, but they let you know how many people are before you. Or give them a call. The number is on the emails you received.
Report this content TATony Written on: 09/07/2018
Just phone company with details, probably small charge
Report this content Miggeuk2014 Written on: 09/07/2018
Just phone your policy holder and ask them to amend your policy because you wish to add a second person to that said policy...
Report this content so5799 Written on: 09/07/2018
Hi,phone One Call Customer Service,make sure you have your Insurance details at hand,explain what you need and they will sort it all out.
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Asked by andyswanton on 26th June 2018 Report this content
How to retrieve my insurance certificate from them?

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Answers (5)
Report this content louisestrang Written on: 28/06/2018
You need to log into your account online. They dont send out your certificate. All the documentation is available on your account.
Report this content Clifton94 Written on: 28/06/2018
Just email them and they will resend it to you very easy to deal with this company
Report this content Bruce_Stafford Written on: 28/06/2018
As written by others, log in and download or email them.
Report this content edwinhurley Written on: 28/06/2018
Certificate & Associated docs are accessed on line through an online secure vault, detiails sent through email. 
Report this content kathleenpollock Written on: 06/07/2018
In not received what price my insurance will be next year my policy is up on the 16th july it's taking me it's the wrong email address one call has sent me an email to this address
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Asked by Jacquicunliffe on 1st March 2018 Report this content
Does my fully comp insurance cover red alert snow and ice?

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Answers (2)
Report this content Yetti8 Written on: 01/03/2018
My apologies, but I did not look at this when I had my One Call insurance, and can only suggest you contact them. Again, you do not say why you are asking ... has there been an event or are you being prepared!! I think, were I in an area affected by a Red Alert, I would be very wary about making a journey unless essential, as Red Alerts may well be covered in the small print as an exception unless justified [but I am no insurance man, merely a customer!]. I have tried to get to my place of work in the past when much ice/ snow around [I worked in ICU, so justified as essential I think] - my car was OK but saw many that were not and in fact roads blocked then ... and no Alert current]. Now retired, I would be reluctant to try the same now. Talk to One Call, I would suggest.
Report this content Sharnay Written on: 01/03/2018
If red alert means you are not to drive unless it is an emergency and you are driving not on an emergency then no, the same as driving to work and only being insured for S D & P and not commuting.
Asked by Airborne8188 on 19th January 2018 Report this content
How to review your documents in the vault?

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Answers (1)
Report this content paulwillaims Written on: 22/01/2018
Hi there is no problemes revewing you documents in the onecall vault because when you take out isurance you will receive a copy on your mobile phone and on your persnal pc so that you can download them or to keep them on file also onecall will send your docoments out to you also if you need a copy of your insurance citifiate again you can download a copy buy if you want onw=ecall to send it out to you there is a small charge of£8. 99 for admin i hope i have anserward all your questions as you have maid a grate choice going with onecall for all your insurance iv. E never had any problems with them 
Asked by Davestr on 19th January 2018 Report this content
How do I access the vault to retrieve my documents?

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Answers (6)
Report this content melp14 Written on: 19/01/2018
You should have an email one with a PIN number on and one with a password This way you can access in full. Search your inbox for one call and it should come up Good luck Mel
Report this content J1PVS Written on: 19/01/2018
As per the other answer you will receive 2 emails with full instructions, a PIN number and a link to retrieve your documents. It is very straight forward and you can access them more than once if you want.
Report this content TrickyDickie Written on: 19/01/2018
I had problems with this it maybe the password they gave only lasts a short while and is deleted. Just ring them up and they will send documents to your email. Save in new folder car insurance job done.
Report this content Airborne8188 Written on: 19/01/2018
Go to the One call Website Click on Car /Van Insurance sign in and go to drop down menu click view my policy details and it will give you options to download the various documents that you require!!
Report this content Yetti8 Written on: 20/01/2018
I agree with other respondents - common sense as well that your documents would have individual identifiers {PIN and password} - if lost/ never arrived/ corrupted, then you need to contact the insurer/broker. Myself - I have moved on, currently with Wiser Insurance [as broker], with Covea through them - excellent service. Sorry not able to answer further - best of luck, but ought to be straightforward enough
Report this content Matizaria Written on: 20/01/2018
As per the other two comments, that is how it works, but as well, make sure you check your Junk email or spam folders!
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Asked by TERMINATOR62 on 25th November 2017 Report this content
I've just had my motor insurance renewed but I need my documents sent to my home address but can't get in touch with any body about this. Can you help me? thanks 

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Answers (11)
Report this content MaCoggins Written on: 27/11/2017
I had issues with One Call but I was able to get in touch with a very helpful guy by ringing up. I originally did a live chat but wasn't helpful at all. Stock answers so made the phone call, no problem getting through to customer service.
Report this content richardg378 Written on: 27/11/2017
I have had same problem in the past and on one occasion had the police call on my behalf. It seems the only way is to keep hanging on.Eventually someone will answer.
Report this content discos Written on: 27/11/2017
Hi you can contact them, I have been with them for years without any problem
Report this content GarethCoughlin Written on: 27/11/2017
The best time I find to call them is in he morning and the evening, all times in between are extremely busy I would advise though that I believe there is a small fee for this which they will advise you of, but don't take that as gospel
Report this content Daisybo Written on: 27/11/2017
You should be contact one call option 2, or you can access your documents from their website using the access pin number they provide which you can then download, they may be able to send you hard copies but there may well be a fee for this
Report this content Yetti8 Written on: 27/11/2017
I found One Call a good insurer for the year I was with them, tho' no claims happily! Always answered the telephone - I changed when it came to renewal simply because there was a better deal advertised - on their web page!! More than that, they wouldn't match it ... maybe not as good now, but no qualms - not much help for you, apologies - Good luck!
Report this content Happyhappyshopper Written on: 27/11/2017
Just had my renewal this morning,take a bit to answer. 
Report this content MaryJane62 Written on: 27/11/2017
I have always found it easier to speak direct to customer services number but perhaps an email would because as good.
Report this content Chelscov Written on: 28/11/2017
Go to their website and scroll to the bottom of the page. There you will find a ‘useful numbers’ link. Press it and the contact number page will come up. Ring the customer services number. I’ve never had any problem getting someone to help - at busy times you may have to queue but you will be told how far in the queue you are.
Report this content johndownie Written on: 28/11/2017
Best way is to get there phone number from the website and just call them on any number or use the live chat option if you don't have a preferred pop into any broker and they will give you the number
Report this content Yetti8 Written on: 20/01/2018
Last year I was with One Call [and through their website curiously came to contact Wiser Insurance ....] - I found them very helpful and fast to respond - I would keep on to them, look to see if there are alternative telephone numbers, use the website contact forms - you'll get through to them. Failing that [they are after all a broker] who is your insurance with? Another avenue - or you could try an alternative insurance broker, and tell them your difficulty - most brokers/ insurance are inter-connected. Good luck.
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Asked by leurieto on 16th September 2017 Report this content
Why is One Call premium quote for a current customer like myself higher than other Insurers?

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Answers (9)
Report this content Yetti8 Written on: 19/09/2017
All I can do is relate my experience - the quote and discussion of it has to be between customer [their individual circumstances] and insurer/ broker [what contacts they have with their insurance companies and prepared to offer to meet what is asked for]. It is a highly fluid and dynamic area. So, I was a One Call customer last year, first time, and premium good, set up service good, suitable for my requirements. This year's quote 40% higher whilst for me nothing had changed, so telephoned One Call after looking on their site and finding cheaper quote there, but a different insurer under a different broker. When I talked to them, what I had found was a quote that One Call [as a broker] could not match with their panel of companies, and, after comparing what was on offer, I changed broker and company. Talking generally, this is a common experience - a first year quote often cheaper, to attract customers: but, in a highly competitive market, it is up to the customer to see what is available and best suits their circumstances. As it happened, I talked to the new broker, very helpful indeed, we discussed exactly what I wanted, and they found me a [very slightly] even better quote with excellent terms - so I changed. But caveat emptor applies - check it is what you want, as in everything, and good luck with your search - I hope this helps. I had no complaints with One Call, or the insurer [had been with them before, and may be again!].
Report this content JoyceK Written on: 19/09/2017
You will find this with most if not all insurers. You have to remember they are trying to tempt new customers all the time. Either contact them and say you can get your insurance cheaper from someone else can they change their quote. They either can or can't. Or contact them and say you are not renewing with them and when they ask why and you say cheaper elsewhere they will either try and get it cheaper for you or explain they cant Insurance quotes are dynamic therefore can change each time information is provided.
Report this content Goivanni Written on: 19/09/2017
As below responses indicate, One Call are merely a broker and will generally appear in usually the top three cheapest quotes in order to attract the custom. Problem is when you make any changes, different vehicle etc they charge heavily for these changes and so the overall premiums become uncompetitive. There is no such thing as loyalty anymore so my advice is to never automatically renew your insurance and tout the market every year for the best deal....works for me!
Report this content classicfan Written on: 19/09/2017
I too was disappointed to find my renewal quote was dearer than the figures gained from using Compare the Market, but a phone call to One Call resulted in a recalculation and a reduced cost. It's always worthwhile speaking to a person as opposed to looking at a computer quote.
Report this content Moggy23 Written on: 19/09/2017
This happens with most insurers. That is why I always do a comparison before my renewal date. When I have then called to cancel my renewal, One Call then lowered their quote! However, this year, I did change my car insurer. You do need to keep checking!
Report this content richardg378 Written on: 19/09/2017
Having always bought car insurance on price,I found Onecall very competitive for several years,but when reaching the age of 76,with 50 years no claims,Onecall decided to treble my premiums.I have to assume Onecall has no interest in insuring older drivers.If your question is not age related,perhaps Onecall has other 'blacklists'
Report this content Sb2020 Written on: 19/09/2017
Don't worry just shop round I always think it's there loss,one day the penny may drop,so long as I get the right cover at a price that I like stuff the company not playing ball.
Report this content Karen60 Written on: 20/09/2017
I have looked all over the car insurance sites and for me for the last 2 years they have been the cheapest so not such why yours is higher. Have you rang them up? They might price match .
Report this content Ash1616 Written on: 20/09/2017
Most insurance in its second and third year increases as the profit is made, I would shop around as there customer service is shocking and they only interested in selling - try somewhere else !
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Asked by wendyjdon35 on 18th May 2017 Report this content
I would like temporary insurance for second car. Is this possible?

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Answers (3)
Report this content richardg378 Written on: 19/05/2017
If the second car is already insured,your own insurance should cover you.If not,temporary cover is very expensive with all companies and unless essential,is best avoided.
Report this content Jnorbury Written on: 19/05/2017
It is possible but very expensive.
Report this content Sb2020 Written on: 19/05/2017
I have just insured a vw golf for 24 hrs for 25.00 through one call.no problem did it all on line.but if you wanted longer I would contact them by phone and speak to someone they seem very good on the phone.
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Asked by denizejames on 3rd May 2017 Report this content
Do you have connections with Close Brothers Premium Finance?

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Answers (6)
Report this content richardg378 Written on: 04/05/2017
None at all
Report this content johndownie Written on: 04/05/2017
Never heard of them before
Report this content Brilleaux Written on: 04/05/2017
Don't know who they are
Report this content MGM1956 Written on: 05/05/2017
Never heard of them
Report this content Whitemaria Written on: 19/05/2017
Yes I have my Gap insurance cover with them, I have used this company with all hp vehicals
Report this content discos Written on: 27/11/2017
Yes I have used them for my last car on HP
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Asked by Dutch1980 on 11th April 2017 Report this content
My car insurance is due for a renewal but the price has gone up, can you tell me why please?

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Answers (7)
Report this content Tazzles7 Written on: 12/04/2017
Have you moved house or anything? Any open claims on the insurance? I have an open claim ongoing since August (!) so my premiums went up upon renewal as well. It is such a pain!
Report this content Jimbot1 Written on: 12/04/2017
There have been several hikes in insurance premium tax recently which would increase premiums accordingly.
Report this content LCowling Written on: 12/04/2017
Hi, good question, however unfortunately I am unable to confirm why this is thie case. My best advice to you is to search for a cheaper quote online, contact your current insurance provider ask them is they will price match and if not switch, that's what I did. Good luck!
Report this content ScorpioOggy Written on: 12/04/2017
Most Insurers have increased and I was faced with the same issue but after a further discussion following me obtaining other quotes they matched a better offer I had received on a like for like basis, it is always worth obtaining alternative quotes which then provides you with a stronger position to negotiate. It could be that your particular post code area has had an increase of claims compared to previous risk factors or you have made a claim in the last year? Hope this helps but for whats its worth I stayed with One Call again and be careful other insurers do try and persuade you to gain your business this year but then increase the following years. Regards 
Report this content Whitemaria Written on: 12/04/2017
Hi my insurance went up but not very much so stayed with one call. If I was you I would give them a call and ask why it's gone up. Hope this helps.
Report this content Sb2020 Written on: 12/04/2017
Firstly have you had a claim or points on your licence. If not ring them and after you have compared all prices ask them to match the quote you like and if they won't match it ,move your insurance.however all your prices must be genuine and be a like for like quote.
Report this content richardg378 Written on: 12/04/2017
Most premiums will rise next renewal.Comparison web sites are always worth a visit,and sometimes a call to your insurers may result in a discount.
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Asked by Reecebeefy on 1st January 2017 Report this content
Who do I call if I had an accident?

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Answers (7)
Report this content Moggy23 Written on: 03/01/2017
Hi, Your documentation will have all of the numbers you will need. Thanks.
Report this content smartart Written on: 03/01/2017
I am no longer with OneCall but you should find all numbers and contact details in the documents in your OneCall online Vault. After having accessed the vault you should make a permanent note of any information you might need to know in the event of an accident. You might also want to print out any documentation contained in the vault. If you cannot access your vault because you do not have the entry details e.g. password then you will need to contact OneCall for advice.
Report this content LCowling Written on: 03/01/2017
You should be able to find all the details in the documents in your OneCall online Vault.
Report this content Sb2020 Written on: 03/01/2017
Ring one call the number is on your documents wich you down load from your vault
Report this content discos Written on: 04/01/2017
One call call centre its on your documents
Report this content PAMELA51 Written on: 04/01/2017
These details are available on the One Call Direct Insurance web site. Hope this helps but at present I have not had to use it to confirm. To help with the claims process l Do not apologise or admit fault. l Try to collect the following information to give to the Accident Helpline to help us speed up your claim: l Full details of the other driver(s), phone number(s), and registration number(s). This will allow us to contact anybody else involved. l Injuries caused. l Witnesses. l Police officers and report references. l Full details of what happened. One Call Insurance 24-hour Accident Helpline
Report this content Brilleaux Written on: 04/01/2017
I'm no longer with One Call , but the contact numbers I had where in my 'covering letter' 
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Asked by Kenco123 on 22nd May 2016 Report this content
I have been sent my documents but can't see them anywhere. Can anyone help?

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Answers (6)
Report this content crazymumma Written on: 24/05/2016
Go into documents, they should be there & u can download & print them from there at any library where u can print them out
Report this content Ash1616 Written on: 24/05/2016
Hi, I had real problems with this company and they were very very unhelpful - ask them to send the documents to you as a direct email with attachment so you can open them and print and or save them. Call the company back but be assertive as once you have paid there after customer service care is nil !! - good luck and hopes this helps.
Report this content RobertWingfield Written on: 24/05/2016
The basic documentation is on the website. Choose the company you are insured with for their specific documents. For your own policy schedule I have no idea as their web site is full of words and loopbacks, but the thing you really need to know is well hidden. Live chat is offline at the moment, but I expect I'll hear from them as my policy is due for renewal soon. Keep bashing away at them.
Report this content leojames48 Written on: 24/05/2016
Could be in the Junk Mail.
Report this content Happyhappyshopper Written on: 25/05/2016
When they sent mine,it was followed by an e/mail with a pin no to access them.
Report this content patpinder Written on: 27/05/2016
Ive used them for several...try your 'documents or download folders years ..no probe at all, even with breakdowns .. try looking in your download or documents folder to find your docs... good luck.
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Asked by greengrass9 on 27th April 2016 Report this content
Can I put a motorbike on to my car insurance?

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Answers (3)
Report this content Brilleaux Written on: 27/04/2016
After googling, it looks like you will need two separate policies, but there may be some companies out there who offer bundle deals, I'm afraid I don't know of any though, maybe if you have no luck online try companies with 0800 phone numbers and ask direct, sorry I couldnt be of more help
Report this content Happyhappyshopper Written on: 27/04/2016
I am not sure,you will have to check yourself. Though I would guess it would be a separate policy.
Report this content davjtar Written on: 29/04/2016
I'm afraid not, you have to have a seperate insurance for motorcycles. Hope this clarifies the situation for you.
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Asked by TracyHorton on 13th March 2016 Report this content
I have not received my documents yet. What should I do?

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Answers (8)
Report this content nicw1 Written on: 14/03/2016
They have an online vault for documents . Be very careful , this company provided me with the worst motoring/consumer experience I've ever had
Report this content crazymumma Written on: 14/03/2016
Look in your emails, if not there, i would phone them and ask if they could sent paperwork through post.
Report this content ajw4tts Written on: 14/03/2016
I ditto this, be very careful. My experience dealing with this company was without doubt the worst in over 40 years of driving.
Report this content Bevloy Written on: 14/03/2016
They don't send hard copies unless requested everything is done by email or on line. I am just ending my time with them as having bought into a three year deal they are now trying to almost double my monthly payments, which is in some cases more than double what several other companies are offering.they certainly aren't rewarding my loyalty to them!
Report this content Philipdrysdale Written on: 14/03/2016
All information is online and this information is already available to the police or any other interested body
Report this content Andre525 Written on: 15/03/2016
Use the online vault where insurance documents are kep and print a copy, or download copy to your phone, laptop or tablet. I have mine stored on my phone and tablet, always have one of these on me, plus have printed a copy off and have that with documents
Report this content jayjay63 Written on: 15/03/2016
Give them a call they may have emailed you the documents as most company's are paperless now.I found them to be a good company.
Report this content greengrass9 Written on: 27/04/2016
Motorbike on to car insurance
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Asked by Shirleydebell on 23rd September 2015 Report this content
Who is the breakdown cover with and what does it include?

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Answers (2)
Report this content nac2112 Written on: 24/09/2015
cover is with the RAC basic cover includes roadside assist home start and recovery different levels of cover are available for an additional price
Report this content crazymumma Written on: 14/03/2016
RAC. All depends on what cover you have paid for.
Asked by HEATHERWATTS on 11th July 2015 Report this content
How good are they when you need to make a claim?

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Answers (9)
Report this content dallamore Written on: 13/07/2015
Hi, I've never made a claim, but I don't see why they'd be any better or worse than anyone else. I've paid for expensive insurance and economical, not a lot of difference. Remember One Call are just brokers- the actual insurer is not always clear. For example, my insurer is Moorhouse.
Report this content Saz9193 Written on: 13/07/2015
I tried to make a claim a few weeks ago. I was told that someone from accidental damage would need to call me back but no call back received. I have done it outside on insurance now as decided it wasn't worth claiming in the end but not impressed that they didn't call back. Won't be renewing with them at the end of this month
Report this content Gerry49 Written on: 13/07/2015
Had to make a claim a couple of years ago on a no fault accident. There were no problems with the insurance company and they were very helpful and easy to deal with.
Report this content deeveebee Written on: 13/07/2015
My wife drove my car into a wall on a very wet Saturday afternoon at Taunton Deane services, the response vehicle was there within the hour and lifted the car plus ourselves back to our home (a 2 hour journey) where it was placed on our driveway until we came back from holiday 2 weeks later - several phone calls to the pool side in Greece resulted in the car being picked up on the day we returned, fully repaired & valet and returned 2 weeks later in a gleaming like new condition to which we auctioned it off on eBay for a tidy sum which was more than we paid 6 months earlier. we only lost half of our NCB due to their NCB guarantee too = what a result :-)
Report this content hammy07 Written on: 13/07/2015
I have had only the one instance thank god to contact them in relation to an incident and the call centre were amazing ,nothing was a problem and my incident was resolved in a couple of weeks
Report this content joinermanian Written on: 13/07/2015
in my case starts with a C and ends with P.i had problems from the start trying to find the right dept on the infamous 0844 number at what costs,never get call backs then lie about the content of calls etc.my overall claim took months to sort and involved the ombudsman before i got paid out.can i suggest you take names numbers and keep phone bills proof if they drag it out.hopefully you wont have problems but me im glad july is here and i can change soon....
Report this content stuarthaynes Written on: 13/07/2015
Touch wood never had to claim ,but everytime I have spoken to them on different occasions they are professional and understanding .I have 3 policy's with them . Hope this helps
Report this content peterbanner Written on: 13/07/2015
Never had to so can't say.
Report this content mercs0212 Written on: 13/07/2015
I made a claim a few years ago and the staff was really helpful throughout my claim and was back on the road in no time.
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Asked by Tonyarruda on 24th June 2015 Report this content
Can I retrieve my policy, I think just got cancelled, is there anything I can do?

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Answers (2)
Report this content Maddie58 Written on: 27/06/2015
Give them a call , help Line staff are lovely
Report this content nicw1 Written on: 14/03/2016
Look into why this happened and get onto the Ombudsman as this could affect your future insurance costs . They incorrectly cancelled my policy and it was an absolute nightmare . They apparently sent a demand for documents which I did not receive . In my case I only found out when I had a non-fault accident so not only did I end up with a damaged car but also unable to drive it afterwards and a lot of time on the phone attempting to straighten things out . The cancellation dated several weeks previously arrived the same day so I was not even given legal notice of the cancellation . Cost me a fortune to get reinsured and I'm still waiting for the compensation to come through...
Asked by johnmearns on 24th May 2015 Report this content
I am insured with one call & my windscreen is cracked which glass replacement company do you use there is no information on my insurance policy regarding who to call about this

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Answers (2)
Report this content leojames48 Written on: 26/05/2015
I would ring them and ask them,they should tell you,but their will be an excess to pay
Report this content stuarthaynes Written on: 26/05/2015
Normally I have used autoglass ,they will have a list of insurance companies they deal with .make sure in ur policy details you are covers for window screen replacement.
Asked by tonywoodruff on 11th February 2015 Report this content
Can I change my car details online, or have I got to ring?

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Answers (10)
Report this content dbarwell Written on: 12/02/2015
No unfortunately you cannot and will have to ring them. Be prepared for a hefty admin charge too
Report this content mickyscho Written on: 12/02/2015
Yes you can change car details on line. At the home page click on customer services, click on change your vehicle/registration. Fill in Policy holder details, time and date When changes are to take place. Old car details- new car details then submit.
Report this content Satyrlite Written on: 12/02/2015
Once a competitive quote premium is paid you can rely on OneCall to take advantage of every opportunity to dip into your pocket to earn their profit margin which they obviously don't make on base premiums but by fleecing the trapped customers who need to make changes to existing policies - same business model as budget airlines etc. They also have other methods to extract additional sums from the unwary, you have been warned, they're professional chisellers!
Report this content bascarparts Written on: 12/02/2015
I have always rAng them to do this but I think that you can now do it online although I have not changed my details best idea is to check it out with them
Report this content Fabricman Written on: 12/02/2015
If you ring be prepared for as already stated a hefty admin charge and very rude staff
Report this content CBL27 Written on: 12/02/2015
You have to phone them and they will charge you £55 to change the details
Report this content Grazzahampton Written on: 12/02/2015
My advice stay away from this company
Report this content kebroad Written on: 13/02/2015
don't know but they will charge you a fortune to change them like they did when I changed some detales with them cant wait to change companys
Report this content Lxxx Written on: 13/02/2015
I changed my vehicle last September and chose to phone them, as I needed my insurance to go on new car 3 days later, had no trouble getting through to office , it was sorted, I find using the web tedious, as it can take a while for a response from what ever firm you are trying to contact, talk to a person, they can sort it out over the phone, a lot quicker than the web!
Report this content leojames48 Written on: 26/05/2015
I do most of my things online,most Companies allow you to
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Asked by Bernadetteo on 23rd September 2014 Report this content
My car insurance went down in August last year by about £30. Will it go down this year?

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Answers (3)
Report this content joinermanian Written on: 24/09/2014
hi there,probably not is the simple answer,my experience is cheap the first year then they put it up also charge you a renewal fee of £30 and watch out for the various charges they sneak in if you need to make any changes as a few £55 soon wipe away any savings over mainstream providers.if in july id known what i did in august i would have run in in opposite direction.hope that helps.
Report this content leojames48 Written on: 26/05/2015
Every year it is best to see who will give you the best deal,then ask your Insurance Company to match Easy
Report this content allydon Written on: 13/07/2015
never made a claim,but the breakdown service is quick & efficient.
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Asked by NormanRitchie on 1st August 2014 Report this content
How good is One Call`s reputation based on users who have had a successful claim?

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Answers (4)
Report this content PaulDendle Written on: 01/08/2014
I have never made a claim so don't know, sorry
Report this content PeteGB2108 Written on: 01/08/2014
Not had an actual claim but did have cause to use the breakdown cover through the policy. I can say that it was dealt with very swiftly and one call authorised my car being taken all the way home at my request rather than to the nearest garage etc as per normal cover - this was another hours journey and an extra 40 miles - so in my eyes - great service
Report this content Larry7845 Written on: 02/08/2014
I have only just changed my insurance to them so I am sorry that I can not assist you.
Report this content joinermanian Written on: 24/09/2014
rubbish is the simple answer,its taken me two months to sort my simple claim the police were 100% happy but not one call or more the claims co they use commercial legal.they employed a private investigator to delve into my life and did they warn you about the costs of the 0844 number,not cheap from a mobile as i would say thats cost me about £50 trying to get them to listen and the excess on breakdown cover is a joke.it seems to be the premiums are cheap for a reason.
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Asked by myboys3 on 23rd July 2014 Report this content
I would like to cancel my car insurance what do I do?

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Report this content moby79 Written on: 23/07/2014
Check your cancelation terms online or on the documents provided. If you are under 14 days they may charge up to 50.00 for administration fee as they like to call it. If above 14 days then the cost will be higher. If you contact customer services they can do this over the phone for you. Just remember to ask for proof that it has been cancelled.
Asked by catherineyouds on 4th May 2014 Report this content
I set up insurance for my new car today and paid online at the time. I have received an email that says I had a quote but nothing about me having actually taken out insurance for the car. There was a link in the email which says I click on it to accept the quote, but the link doesn't work. Please advise what I should do next? I've collected the car now and have driven it and need to ensure I'm covered - Sunday and no on answering the telephone to check either!

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Answers (4)
Report this content RIchard868 Written on: 06/05/2014
I took out cover on 2 January, with the premium paid by credit card, to be effective from 4 January and I was sent confirmatory emails of cover being effective from the required date on the day of payment. The emails also provided a link to the policy documentation and certificate of insurance. You must get in touch with them as a matter of urgency as ANPR cameras are everywhere and if you do not have valid cover you WILL be stopped! Good luck!
Report this content Shazzam42 Written on: 06/05/2014
I also had everything straight away, I would say if it hasnt gone through and no payment has been taken that you have had a lucky escape and to get insurance elsewhere. This is not a good company to deal with if there are any problems.
Report this content mickyscho Written on: 06/05/2014
Google askmid. enter your vehicle registration number to see if you're insured or not.
Report this content Wolfie77 Written on: 06/05/2014
Try saving the link to desk top or your documents then try to open. If this does not work then get back in touch...
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Asked by Mkholmes on 17th March 2014 Report this content
I had bought a new car and took out insurance with One Call, however by the next day when I was to collect it I had not received anything by email to confirm I was insured and was not able to get through to them by phone, so and at a greater expense I updated my current car insurance to cover me.  I then received additional requests for money from them and then quickly was passed on to a debt collection agency. I have asked time and time again for proof of the email that they said was sent, but still they cannot provide, and still have £100 of my money. I am looking into both the legal route and the insurance ombudsman, is this the best route?

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Answers (13)
Report this content jayneconway Written on: 17/03/2014
I think I'm right in saying that in order to use the ombudsman service, you have to have exhausted all other possibilities. Presumably you have copies of the emails you have sent and the reason that one call asked for more money. I'm not a legal expert but if it were me than I would write to one call, explaining everything in fine detail, and informing them that unless they call of the debt collectors and refund your money that you will be taking the matter to the ombudsman. It might also be worth ringing them again and getting a personal email address for which to send your emails. Good luck.
Report this content irelanda Written on: 17/03/2014
sorry cant really help. I had no problems with One Call, my documents were sent by email within an hour of agreeing to insurance quote.
Report this content RIchard868 Written on: 17/03/2014
I've had no problem with them. Confirmation of cover is sent by email and a link to the documentation, such as certificate of insurance, is also provided. On accessing that link any required documents can then be downloaded and printed. I have also made telephone contact with them for a policy amendment without any problems. Such amendments are subject to a charge, which is made quite clear in the policy documentation.
Report this content heavy Written on: 17/03/2014
I think that you should send another email to One call explaining in detail exactly what has and what hasn't been done so far and ask them to reply. I would have thought that they should have all emails in relation to this insurance and I find it hard that they can't or won't produce this email. I myself will not be insuring my car in the future and I wish you well and let's hope you can get some satisfaction with a REFUND of your £100 otherwise go to the OMBUDSMAN SERVICE and ask them to intervene
Report this content Grazzahampton Written on: 17/03/2014
IF I was you I whould not deal with this company I had big problems with them they are only interested in making money out of you .
Report this content boddypantsmam Written on: 17/03/2014
The email you say you never recieved would have had a link to a secure domain where your policy documents are kept. To access this you need your date of birth and email address.  The following is copied from the email I recieved with my policy. Hope it helps. "To retrieve your policy documents, simply click on the link below where you will be prompted to enter your email address and a password to authenticate yourself. The password is the date of birth of the policy holder, or if different that of the first named driver if applicable and should be entered in the format of DD/MM/YYYY ensuring the inclusion of the /. If you experience any difficulties retrieving this information please call."
Report this content Tia1982 Written on: 17/03/2014
In my case, I just kept calling them until I spoke with someone and when I felt confident that someone was dealing with my query, and then I relaxed! So if I'm you, keep calling them instead of sending emails since it seems to gets misplace. Eventually they will sort it out but do quickly before they start adding hidden additional charges if they haven’t already - when you have secure your refund then cancel your policy as they are so unprofessional and have too many hidden charges! They work for some people, but personally I found them useless and I am very happy with my current insurer - KwikFit! All the best
Report this content moby79 Written on: 17/03/2014
Ok. If the insurance company has failed to provide the insurance documents and you then take out another policy or renew with your existing insurance company you have no legal right to dispute ad you did not complain to the one call insurance which does help to resolve such matters as it did for myself. you can attempt a chargeback via your bank if you have paid by debit or credit card. You have 120 days from date of transaction. Advise your bank you have had no contact by the insurer and also no confirmation provided to state and insutance policy was in place. If it was on a credit card even better as your bank will do more as its there money you have borrowed. File a complaint directly with the retailer to apply pressure and you will notice they will come to a mutual agreement. do not get put off just because they have sent this amount to a debt collection. The chargebacks process brings this to a halt regardless of what they tell you. try and obtain a final response from them in writing and anything you send by recorded delivery.
Report this content EdwardWoodward Written on: 17/03/2014
Has the mail ended up in your Spam perhaps? Worth a look.. I've had issues trying to call One call - on hold for ages etc. I found you can usually get a response if you send a message via their website. The customer service people are nice enough, and it is possible to appeal to their reasonable side and get charges waived. You have a cooling off period usually, are you within that? One Call are terrible for charging you for normal everyday changes you have to you make policy. I'm convinced that's how they make their money... Well that and the barely manned phone lines. I had house insurance and car insurance last year - tempted by the low prices, but after a year concluded it just isn't worth it. I've gone direct this year to Aviva - a better cover (took European cover for a family trip this time). My advise would be contact them via email - explain the situation in a calm way (no threats) and they're more likely to be reasonable. Keep the insurance for a year if you have to, then ditch them at the earliest opportunity. good luck!
Report this content Learnbymymistakes Written on: 18/03/2014
You should put in writing a request, to the customer complaints department, for the documentation you should have received at the inception of the product purchased along with confirmation of the charge they have levied and associated endorsement from the Insurer. You should tell them they have 14 days for example to provide the reply since they have failed to respond to numerous requests sent previously. Tell them that failure to reply within the time specified will result in the matter being reported to the Ombudsman. They have breached all requirements set out to safeguard you the customer from such acts of will full overcharging, and as such even if you do get a full refund I would be inclined to report them so that these actions do not continue with other customers. They should not be in business, and I speak from experience of purchasing, and attempting to claim on a policy effected with them. It resulted in Court action 18 months after the claim and them they backed down and paid. They have thought of everything since they sell a product and trade from abroad, hence the regulators are powerless to act. The more complaints received however will inevitably end up with changes to the law or them being put out of business. Both results of benefit to the UK customer base. ;-) Good luck and don't back down!
Report this content shusui Written on: 18/03/2014
I would not deal with this company I had nothing but trouble with them as they take your money and have no customer service at all. I bought a new car and tried to change the insurance over and they wanted £50 up front to cancel the insurance they had on my old car before they would discuss the new insurance! They said it is their normal practice to charge cancellation fees as it is in their SMALL PRINT. I was still going to be a customer but this was the last straw after the initial problems I had as they would not take my previous insurers record of my no claims and tried to charge me more money than the original quote from a comparison site! Not how to deal with customers! go to the ombudsman and tell everyone how they are dealing with you - we did. If it stops another driver getting the hassle it will be worth it. In my opinion this company should not be used. Spend your money elsewhere.
Report this content Jaysmum Written on: 18/03/2014
I too had massive problems with One Call. About a month after I renewed, I changed my car - their quote was almost double my previous insurance, so I TRIED to cancel. They kept 'replying' on my emails without actually replying to what I'd asked. They asked for it in writing, which I'd already sent. Several emails later they were asking for nearly £100 to cancel, which I argued was extortionate. Then I had an email saying they had forwarded my name to the Motor Insurers Bureau to inform them THEY had cancelled my insurance as I was In Default, so I was driving without cover! I had obviously sold the car in question and taken cover with another Insurer for my new one, but was upset that my name was being bandied about as being unreliable! I rang DVLA and they confirmed they knew I was no longer the owner of the car. Totally fed-up, I then wrote a four page letter to One Call, attaching copies of all the emails and sent it recorded delivery. I was amazed to get a phone call from the Company, who was very apologetic and understanding, and agreed that I'd been badly treated. After a long conversation she said they would write off the excess charge and my account would be clear. It was a long drawn out and stressful affair and she assured me that they take on board criticisms and would ensure that this didn't happen to anyone else! This happened in September 2013, I don't know when your problems started, but I suggest you write to them first rather than go down a legal route. Good luck. 
Report this content cossyisland Written on: 06/05/2014
Cancel with them as soon as possible, they have to be the worst insurance company I have ever dealt with. Go with M&S or AXA
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Asked by meyersmarshall on 20th February 2014 Report this content
How do I get a copy of my car insurance documents posted out to me?

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Answers (16)
Report this content morphohecuba Written on: 21/02/2014
Fill in an online request by going on to their site. 
Report this content AnotherDissatisfied Written on: 21/02/2014
Go their website. There is a charge for sending documents through the post, it tells you the charge in the drop down box at the bottom of the page.
Report this content boddypantsmam Written on: 21/02/2014
This is the answer I found on the emails sent to me by one call. If you require a paper copy of your documents please email us or telephone us. These can be posted to you at a cost of £5.99.
Report this content TSweeney Written on: 21/02/2014
You can ring one call during their opening hours, however I think there is a fee for a hard copy, much easier to print them off yourself from their website, if I remember rightly you just need your policy number. Or when they emailed you originally just click on the link.
Report this content R-Dogg Written on: 21/02/2014
You can request them from their customer services team, however they're a green company so a postage charge may be applicable.
Report this content irelanda Written on: 21/02/2014
just click on the link from your email and download them to save if you do not have a printer. when you do have access to a printer you can upload your save documents. A fee applies to have your documents posted
Report this content gerryh61 Written on: 21/02/2014
I am certain they do charge for sending a copy by post. Personally I would never use this company again for my car insurance as they have many hidden fees in their service. Beware!!
Report this content AgnesW Written on: 21/02/2014
If you don't have a printer, it would be worth going to the library to use theirs. You can either download the docs onto a flash drive and print them off in the library of just arm yourself with the policy number and access the site through one of their computers. A cheaper option to paying OneCall. I never found them very obliging so good luck.
Report this content Anntango Written on: 21/02/2014
If you can persuade One Call Insurance to do anything you want them to do, then you are much more persuasive than I! I found them to be the most unhelpful, inefficient and difficult company I have ever had to deal with hence the fact that I have not renewed my motor insurance with them. I can only suggest that you pester them by email, letter and telephone until they comply with your request.
Report this content disorganised Written on: 21/02/2014
I called the customer service number, they were very helpful. There is a charge for documents sent by post/
Report this content catw37 Written on: 21/02/2014
Go online or just give them a bell, easy really.
Report this content 1karen Written on: 21/02/2014
They will charge you. This company is awful and even took funds off my credit card which I had to threaten legal action to get back. I would advise people to stay well away from this company
Report this content Milkman1947 Written on: 21/02/2014
If u phone them thay will send them to u it will cost u £ 5 or down load them hope this as helped DJ
Report this content brendon58 Written on: 23/02/2014
'This is the answer I found on the emails sent to me by one call. If you require a paper copy of your documents please email us or telephone us. These can be posted to you at a cost of £5.99'......this answer by boddypantsmam is correct! If you are changing anything on the policy they will charge you £55 if made to the policy from the inception date up to the end of month 11!! ;)
Report this content david.hudson Written on: 28/02/2014
Either phone or go to their website. There is a charge for sending documents through the post, £4.95 I think.
Report this content Sb2020 Written on: 03/01/2017
Follow instructions to your one call vault,you can download from there
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