written by on 16/02/2016
The insurance factory has to be one of the worst insurance companies for hidden terms. I have only just taken my car insurance out with them, I paid in full an annual fee for the year so that I didn't have to worry about money going out monthly. I had saved the money up knowing my insurance was due, and believe me, it was NOT cheep! Anyway after I have paid and taken the policy out, they asked me to send a copy of my licence and proof of no claims. I did this but heard nothing back until today when I receive a text and and email saying that my policy will be cancelled in 7 days because I owe a load more money. Much to my surprise I called the insurance factory when I listerned to music for 23 minutes before I could talk to a human. Finally when I spoke to someone I explained that I had sent all the relevant documents to them. He again put me on hold for another 10 minutes then came back to me explaining that I owed them £52 because they had written that I had passed my driving test 7 years ago. I explained that this question wasn't asked to me but I had in fact had my licence for a month short of 7 years. He said that it didn't matter and I had to have it for 7 years. I had no proof that they didn't ask me this question and had no choice but to pay the money. What was a cheep quote became a very expensive one. This meant that I was paying a lot more for this new policy than I had for my previous one with another company. Absolute joke of a company and I WILL NOT be renewing at the end of the year. What a shame I wasn't paying monthly because I'd have cancelled myself!!
written by McKennali25 on 04/02/2016
Started policy in September,big,big,big mistake, as with all others sent email after email after email,cancellation letters more cancellation letters,sent NCB proofs and sent and sent, after 3 months now want another license copy, then want written permission to speak to my car insurer to verify validity of no claim bonus, sent with proof, then text saying policy would be cancelled that day,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,15 plus phone calls average wait time 6-18 minutes spoke to a young chap,decent guy, every other phone call was taken by ignorant rude try to be condescending staff, attitude is like it is their best mates company or family, shocking shocking childish attitudes especially females (loosely described) should be ashamed of themselves.I have worked in senior capacities for large companies and these handful of staff are the worst I have ever had the misfortune to try and deal with. Are not bothered whatsoever about any kind of customer assistance.damn right obnauxious vile women. stay well well clear. Do not put yourself through it!!!!!!!!!!!!!!!!!!!!!!!! You Have Been Warned>
written by Meredith323 on 29/01/2016
you spend ages listening to the on hold message before you get to spread to a human. Simple change of vehicle took an hour NOT TO COMPLETE as they then said the current insurers wouldn't insure the new car and no refund of premium even though there is 9 months left on the policy. The operator kept going off to ask - more on hold. I have never ever come scored such a set of incompetent cheaters - its this company that give insurance a bad name. The MD must be rolling in money and happy to let people be ripped off to line his and the other directors pockets. AVOID at all costs. The comparison websites should take note and stop allowing them to use their systems.
written by motortrader1 on 25/01/2016
Steer Well Clear! Easy to get a policy, but awful to maintain one, they use policy plan who continually sends cancellation notices, because data not received from the insurance factory. Hold time can be upto one hour, don't believe what you are told by staff member, some good some terrible, they all seem under a lot of pressure; probably due to stressed policy holders who make 45 minute phone calls to get through!! Made a claim the insurance company dealing with claims now called CH1, they cannot gain credit over £500 with the repairer! How very embarrassing, thought there was some rule about underwriting insurance policies, and the insurer must be credible? Really steer clear!! It is a complete joke, but really not at all funny.....
written by on 15/01/2016
I insured my car with Insurance Factory Jan 2015, and I have just cancelled my renewal with them, ending my policy next week (Jan 2016). This company have caused me nothing but stress for the past 12 months and my first year of driving. I were involved in a non-fault accident in July where my car was written off. I wasn't entitled to a hire car as I was only entitled to one if my car were in for repairs. This meant I was left without a car for THREE MONTHS whilst the claim was being settled. The third party offered me a hire car during the claim using a well-known hire car company, but the hire car company couldn't insure me on their cars because I was under the age of 21. The hire car comapny said I could be insured by asking for a cover letter from Insurance Factory, saying that I'll be insured to drive the hire car but they REFUSED to cover me. During the claim, I had to ring up Insurance Factory a number of times. I were on the phone 30-90 minutes a time, on hold or being passed from one department to another. I incurred a hefty phone bill too. I bought a new car once I receieved the payment from the settlement (3 1/2 months later). They charged me over £45 for a 'broker adjustment fee' and to refit a telematics box in my new car - you have to pay to get it removed too. I'm not too sure why MarkerStudy Group take pride in being in the 'top 100 best companies to work for' most of the staff I spoke to on the phone were miserable - apart from the odd one and I didn't kick off on the phone, once. A lot of the staff I speak to don't know their job either, having being told different things by different people. Also note that this company is a broker. There's been times where I've rang Insurance Factory for queries and I've been told to ring Zenith and I'll recieve emails from Markerstudy. From my personal experience, I wouldn't recommend this company to anyone unless they improve their standards greatly. If you're considering going with this company, pay extra and go with a company that you'll be happy to spend your money on. £1800 I paid and received a terrible service.
written by Brockj226 on 14/01/2016
I recommend you stay well clear of this company! I received a quote of £506 for my car insurance with 6 years in claims I sent my no claims in twice on each occasion they said they hadn't received them, after my 2nd monthly payment they doubled my insurance without telling me until a payment came out in the end I cancelled the insurance and now they have sent debt collectors after me for £404.60 they had already received over £200 pound off me this company just wants your money so please stay clear, insurance factory thank you very much I am now with a company that doesn't try and rip it's customers off
written by crlindsay on 09/01/2016
I've been with these for two years. No issues until I changed my car. When they offered me a very uncompetitive price to change vehicle, and added on further admin fees, I told them I would be forced to cancel my policy and start a new one elsewhere. They then said 'well if you cancel we'll just have to charge a £50 cancellation fee anyway'!! Disgusting. This is money for nothing!!
written by YandelWard on 01/01/2016
Currently in the loop for 43mins and counting. Last time I called I was transferred five times with waiting periods for each transfer. Each new advisor asked again for full details. Luckily I only called to cancel my insurance, I would not want to have to deal with them in processing a claim.
written by Brylee303 on 23/12/2015
I have bought insurance from them after giving all my details.They ask me 4times to deliver more proofs etc On the end when all been deliver they ask to downgrade my policy or they will cancel it in 5hr . They don't keep promises ,don't call back,have root staff,hanging phone when you want your money back etc ,,, I haven't been treated like that by anyone else !!! Highly recumbent to stay away from them....
written by qzClifford378 on 21/12/2015
Like all the above coments called me and emailed for the info/doc the require more than 10 times. not only that takes forever to speak with someone on custumer services but not very helpful very very rud especialy a lady I spoke to, I had to refuse to talk to her and asked to speak with a Manager never got a phone call back, Finally i dicided to cancel tha insurance half way! very very disappointed!!! Avoid at all cost you will be better of £100 more rather then them
written by Subey on 17/12/2015
What a terrible company! I would have given 0 stars but 1 was required to write this review. I had been told by TYRONE from the claims team that if someone has made a claim on me I don't need to be informed. I asked various well known names if this is true and they all said no! This company don't have a clue what they are talking about! Told me the accident is not my fault and a few months later I pay for new insurance thinking I have 4 years no claims but I only have 1. Because this company failed to inform me. The prices lool good but it is better to be safe then sorry. Go with a well known compay with a reputation to keep and educated staff.
written by 241Childers on 12/12/2015
Awful, took out the policy fine, they said i had 14days to send proof of my no claims, picture of my driving licence etc. After one day i was being chased for it all telling me it will be cancelled. I sent it all then got an email asking for it again so i sent it again i then got the same email! I emailed it all again ans asking what i was still missing if anything, instead i got the same standard email asking for it all again! I then got a letter saying i hadn't told the truth when taking out my policy and i have a pending claim on there from over a year ago so its gone up by £133. I have 8 years NO CLAIMS so how does that work? I called my previous insurer to get them to check it out and they have no idea what these guys are going on about it an trying to rectify it is crazy stressful because they keep you on hold for over 20mins and are still trying to tell me there was a claim so i told them to refer back to my proof of no claims and they were like 'oh yeah' but still i have to wait because they are just the broker! i asked then to cancel and they keep me on hold for another 20mins. The customer service is absolutely atrocious! I have said i will wait for them to call me back after they've tried to resolve the matter but even if they have i will be leaving! The only reason i am waiting is so they cant say i haven't paid the current months instalment as they said they still need to take it anyway? Awful rubbish human beings with awful people skills! I have definitely learnt my lesson. Pay a bit more and go with someone you know and are reputable and i highly doubt you will get messed around like i have been with these jokers!
written by Audleyendcarsales01 on 29/11/2015
Dear Victora, Many thanks for working hard on my file, I was given a quote from the sales team last week and started the new policy after the insurance company was fully happy with my paperwork. Unfortunately the policy was again cancelled within 24 hours. I had made a telephone call to the Policy Plan the insurance company, and pointed out that I wanted no further cancelations on 3rd policy before commences, they confirmed that all paperwork was in order and that now there’s will not be any cancelations, when the policy starts, all of which was confirmed both by Sales team and by Policy Plan prior to 3rd policy commencement. I refer to a message left on my mobile notifying me of a Cancellation to start in seven days , this coming within less than 24hrs of the new policy having paid over 300.00 for my policy. I have to say I’m finding this to be a flaming joke!! I don’t think I am being treated fairly under the circumstances, I would like a copy of my file now be send to me . As a way of disclosure of all data held both from Insurance factory and Policy Plan. I would like a copy of all telephone calls and documents: My telephone calls from xxxxxxxxxxxxxxxx xxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxx Email Address xxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxx It is my intention to now pass this matter to the small claim court, for the safe return of my fees and paid on all three policies. Please let me know what I further need to do next, Failure to respond I will have no other alternative but to serve a part 8 application at my local county court. With Thanks Jaideep Aggarwal Audley End Car Sales
written by ivMcHugh495 on 18/11/2015
Used this company as the price seemed fair. Paid the dep thought that was it. Recieved loads of calls to say they hed not recieved my documents. I emailed them 11 times( glad i keep my emails) Today i recieved a call to say tehy are cancelling my ins within 7 days as they have not recieved all my documents!!! What!! Now its a code they need from DVLA bearing in mind my ins was set up over a month ago and a payment has been taken. Been told they have sent me numerous emails having checked my emails recieved, trash and Spam i have only recieved 2 one the 29th oct and the 30th with my documents. I am contacting my email provider for verification as its now my word against theres but im right. I am now ringing with the DVLA code which they need i have been on hold for 25 mins. AVOID pay a little more for the service you deserve.
written by GarethLR on 17/11/2015
The insurance factory??? surely this would mean they are capable of dealing with insurance??? unfortunately not!! If you want shocking customer service and a lifetime on hold only to be told they can not do anything to help as they are only there to advise, use them, if you want to talk to someone with half a brain cell who actually cares a little look elsewhere. I shall be talking to the financial ombudsman about this company and the way they conduct themselves.
written by Hector212 on 09/11/2015
The price is fairly competitive but as soon as you need to speak to someone it is abysmal! I have sent 2 emails and tried to ring 4 times, was kept on hold 20 mns at a time and nobody bothers ringing back. I won't be using The Insurance Factory again.
written by valetnorthwales on 09/11/2015
WITHOUT DOUBT THE WORST INSURANCE COMPANY I HAVE EVER ENCOUNTERED, I TOOK OUT A MOTOR TRADE POLICY WITH THIS COMPANY AND AFTER THREE OF THE FOUR INSTALMENTS OF £216 EACH WERE TAKEN I RECEIVED A LETTER FROM MIB (MOTOR INSURANCE BUREAU)A GOVERNMENT AGENCY TELLING ME THAT ONE OF MY VEHICLE'S WAS NOT ON THE MOTOR INSURANCE DATA BASE, I CONTACTED THE INSURANCE FACTORY WHO PROMISED TO RECTIFY THIS TO WHICH I ASKED FOR PROOF BY LETTER, TWO WEEKS LATER THEY CANCELLED MY POLICY DUE TO NON PAYMENT AND I NEVER RECEIVED THE CONFIRMATION LETTER. CUSTOMER SERVICE DIDN'T WANT TO KNOW. RESULT THE VEHICLE WAS NEVER ADDED TO THE DATABASE AS USED BY THE POLICE; SO I WAS NOT IN FACT COVERED AND THEY HAVE BASICALLY STOLEN £648 FOR WHICH I HAVE SINCE BEEN ALLOWED A CHARGE BACK BY MY BANK AS IT HAS BEEN CLASSED AS "MISS SOLD INSURANCE". PLEASE AVOID SO YOU DON'T GET HOOKED IN AND LOSE YOUR MONEY. COMPANIES LIKE THIS SHOULD BE ON WATCHDOG AND CLOSED DOWN!
written by BrandonGustafson on 08/11/2015
Have been on hold now for nearly an hour. just want to change car on policy.
written by MatiasMoran356 on 07/11/2015
money paid for car insurance in full on line, bank have confirmed payment but insurance factory denying its existance and claiming they have received nothing. car not ensured, £700 down and bank are disputing. spent around 2 hours on hold with company.... ten phone calls....never call you back
written by POPS12345 on 04/11/2015
This company is a joke please do not make the same the mistake as i and everyone else on this page. These guys are so unprofessional it should be illegal, i honestly think they will get shut down soon. What a joke !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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