Buy cheap buy incompetence

I want to get the message out there that this is one (if not) the worst company I have ever had the misfortune to deal with.

I Suffered a motorway breakdown last October and was stranded on the Hard Shoulder of the M62 for almost 3 hours, The One Call contact numbers I had stored in my phone did not work and I was met with a voice mail advising that the offices were now closed and to log into the on line portal. This would be an ask in any situation let alone in the cold and rain with traffic thundering by at 70mph. It transpired that they had sent my documents to an invalid Email address therefore locking me out of the Portal. I Paid £150 to an independent recovery company (which at the time and given the circumstances I was more than happy to do)

whilst waiting for the recovery company I rang the only One Call number I could connect to which was their claims department. I had a conversation with an actual person for around two minutes but despite my pleas for help they refused to put me through to the Customer Services Department. I was extremely fortunate that Highways England came along at the right time and offered me dry warm clothing and allowed me to sit in my car to make some emergency calls.

Unfortunately my complaint against One Call Direct was rejected by the Ombudsman. Which given that only 35% actually do succeed was hardly surprising. The reasons they gave was that my Call had not been logged or recorded as it was under 3 minutes long, therefore they could see no wrong doing. The whole sorry situation was trivialised and I felt victim blamed by this company.

I immediately cancelled my dd and amazingly received a call from One Call asking if there was anything they could do to help! It seems that when they want your money they will offer you the moon on a stick.

In future I will pay more mind to reviews of Car Insurance Companies with a good contactable Customer Services Department
Who can at least offer an amount of Empathy and understanding to a person in a distressed and vulnerable situation.