First Insurance - www.first.co.uk

This company has taken over £200 out my bank, I’ve never heard or dealt with these in my life. Tried to trick me luckily I checked my online banking to notice this, and my bank has refunded me my money back. I have no idea whom these or this company is or how they’ve got my card details.?? The bank has been made aware that this company has taken money out my account without consent. 

Phone waiting times on the Customer Service line are, without exaggerating, hours. I spent upwards of 4 hours on hold in one day. Emails go either bounce back as undelivered or just simply go unanswered.

Interestingly you get through immediately when you try to get a new quote...

They send you emails from 'customer.services@...' which then bounce back as undelivered. The communications are a mix of Ladyb*rd, Fr*sh and F*rst so it is unclear who you are insured with or how to contact them.

The online document portal is as useful as a chocolate teapot with no way to view the documents you have uploaded should you need them later. Your password seems to not be saved and so you must re-register every time you log in.

The 'system upgrade' that was due to complete in 3 days took closer to 10 and meant I nearly had my new insurance policy cancelled since they were unable to provide the documents they're legally required to provide. Sending these documents as standard when a policy ends would negate this issue.

While COVID has made things harder, it's been more than a year now. It's not COVID's fault 14 months later, that's poor management. I feel sorry for the staff picking up the slack of the company not hiring sufficient resources.

I dread to think how abysmal they would be to deal with in the event of a claim and would strongly advise everyone to give these dodgers a wide berth.

Absolutely one of the worst insurance companies I have ever dealt with and wouldn't recommend them to anyone except the FCA and the Financial Ombudsman.

I have only recently bought a van insurance policy with this company. I have in the first days been trying to contact the company to discuss the policy.

I emailed them and had no response.

After a while I tried again and had no response.

Called a variety of phone numbers in different departments to try and speak to someone. I called the regular customers service number more than ten times just in a day. Each time round was waiting ages. I hung up after waiting around ten minutes. One time I was waiting for 35 minutes, but in the end I put the phone down. I have not made a claim with the so-called insurance provider, so I can't comment on how they deal with a claim. But I will say, trying to get in touch with the company is the worst I have ever experienced. Sometimes it is better to pay a little extra, and go with a different insurance provider that is better reviewed and will pick up the phone.

My insurance was cancelled after just under a month due to me having trouble getting all the proof of no claims/driving license etc, I had paid a £115 deposit now I've had a email saying I owe another £103 for the months policy and cancellation fees which is ludicrous.

To make things worse I am getting letters from their credit company saying I owe them a months payment as I cancelled the direct debit once the insurance was cancelled luckily they say if I don't pay £65 I will have to pay the full amount of £403 all this for less than a months insurance.

STAY WELL CLEAR!

cheapest quote online, but when tried to purchase they increase the price and someone called and INSISTED to provide them with full driving license details otherwise they will not insure.

Credit charges very expensive I would advise to look elsewhere

And pay by credit card as it will be cheaper.

I spoke to a young man who was so very helpful, i wish I could remember his name, he deserves a promotion, he was so patient and extremely professional and helpful. 5* service

I had to renew my car insurance as I just changed my vehicle, i was looking for a more competitive price so went online, it so happened I bought the car on a bank holiday First insurance kept on coming up as the cheapest but I had to ring them it won't let me pay online. They were closed early on Saturday the Easter Sunday they were closed so I had to wait till Easter Monday.

When I rang the number their staff put the price up by over £300 pounds as I had to go back to work the next day I had no other alternative but to reluctantly purchase it.

The whole process and customer service was impatient, annoying and laborious.

I am dreading a whole year with them. THEY APPEAR VERY GREEDY! UNFAIR!

Worst insurance company ever, firstly having purchased car insurance online I then had to spend 25 minutes on the phone going over everything I had already answered online before I was covered. Was then charged an extra £112 which was taken from my account with no warning or authorisation.

Telephone staff where rude and incompetent and when I asked how much the cancellation fee was I was told it wouldn't benefit me to cancel and the operator hung up. I tried to call back 4 more times and either say on hold for ages or the phone just cut off as soon as answered

I took out a van insurance policy with first and paid in full for the year after a telephone interrogation, then they contacted me a week later and told me they would not cover my address that had not changed ! and cancelled the policy. Very rude staff and terrible service. Avoid !