Logical Choice Insurance

I have never recommended this company to insurance your car. They are no responsible.

Never trust them otherwise you'll lose your money.

Okay where to start, well to start with they r good when ur new to them!!!, theyre perfect then!!! until the renewals come in!!! then they get bored of u and smack u with the high end insurance!!! What a disgrace!!!, im only with them now becos i dont have a choice n had to insure at least one of my cars with them!!! But when my 10 months r over believe u me i will run far far away into the mountains!!! Nothing will make me come bak to them.

Honstly this company are gang. I don't recommend this company to anyone out there. This company not good for u. Really (BAD)

why do i need to wait a few days to get ins/ for my new car i bougt?

When my Son got into financial difficulties and had to cancel his policy and had to sell his car he had only had the insurance for two months and had to cancel. They lost a recording of a telephone call they had from my son to cancel the policy but only had recordings of calls that benefited them. Be careful and go straight to the insurers with any payment queries as Haven were fantastic they waived charges and added a gesture of goodwill. Logical Choice still wont back down and demand monies. Its a long story been going on for over a year. The customer service is disgraceful they are too big for their boots and sow no empathy whatsoever. Worst experience of my life!!!! Appalled and they certainly want to rip you off.

A disgraceful end after £20,000 worth of insure in 3 years Part 1

Having insured my car with logical choice for three years I wanted to give an honest and fair review in light of a recent issue I have had with their company and its policies. Logical choice specialise in high end insurance, I took out a policy with them in 2014 for £9000 for a sports car and happened to deal with one of the Director’s, he was beyond helpful and I had a great experience, so much so I recommended friends and family over the years and despite getting cheaper quotes on comparison sites I decided to renew twice with them in 2015 and 2016. I actually had a number of conversations with the Director discussing call centres, service levels and setting up companies when I took out the policy which is now a little ironic;

Over the last 3 years my policies have totalled nearly £20,000 with logical choice. In July, I renewed again and was asked to produce my driving licence and log book. I explained I had already done this in previous years and they said I would need to do this again and I would get the letter in due course. We setup the direct debit, payment was taken last month and I then departed on a summer holiday. Having returned yesterday, I was very surprised to open a debt collection letter for £700 (From the debt collection team at Logical choice not an independent) alongside two letters requesting I send my driving licence and log book in again. Upon calling them, I was told my insurance policy had been cancelled and that I owed them £700 in a cancellation fee immediately for not producing my documents. All this happened within a couple of weeks and conveniently straight after taking payment from me.

At this stage, I wasn’t too concerned as I had explained I had been on holiday, I had been insured with them for 3 years and produced the documents before and I would send the documents that day. However, this wasn’t ok for Logical choice, they wanted £700 to cancel the policy and then start it again.

I told the man in customer services that I accept these documents need to be produced but that I had been out of the country, after talking over me he made it clear that regardless of whether I was in the country to get the letter I would now have to pay £700 as a ‘cancellation fee’ as they cancelled my policy, despite taking the payment for the months insurance days before and told me I could happily reinsure with them but only after I pay £700. When I asked for a breakdown of the £700 it was clearly explained the majority of it went to logical choice and not the insurer and it was they and not the insurer who was pursuing the £700. This is when alarm bells started to ring, it appeared to be a paperwork exercise to make money. However, this cancellation fee was clearly designed to protect Logical Choice against people who cancel their policy or when they have not paid, I had done neither of those things in three years. In my situation, it was an exceptional circumstance in a short period of time when I was out of the country when a good majority of the UK go away on holiday, surely they can plan for this? I paid the direct debit and offered to produce the docuemnts the day I returned from holiday.

Logical choice’s response:

Part 2: The man in customer service who would not let me speak to his line manager just relentlessly telling me ‘there was nothing he could do until I paid the cancellation fee’ as if off a script without considering any of the information I was telling him. I explained, processes are made in businesses and I appreciate he has to stick to them but there are also exceptional circumstances that need to be dealt with appropriately and often by a manger. He told me he would ‘speak to his manager’ which having ran call centres with a poor staff member here and there was a ‘fob off’ as it was clear by his tone nothing was going to get done and he was telling me what I wanted to hear. However, I gave him the benefit of the doubt and asked when he would call me back to manage my expectation so I wasn’t left without a resolution. He told me he was calling straight away and come back to me, around 7 hours later and at 4pm (an hour before they close) and still uninsured and unable to leave work that day, I called them as it was clear he wasn’t calling me back, after spending 47 minutes on hold the receptionist manage to get me through to him. He made no apology for not calling me back and confirmed to me he had no intention of calling me back that day as it was ‘now with his manager as a complaint about the service they offer’, a very different expectation to what he set on the previous call. He appeared rushed and told me to just wait 48 hours for a reply, I couldn’t help but feel let down that this was the level of service I was getting from what was a high end insurer.

To me, even the way this solution was conveyed was insincere and it was clear I was wasting my time. I explained how this was an exceptional circumstance and that all I wanted to do was continue to give my business to them and re-insure the car, I just was unwilling to accept a £700 fee by logical choice to insure them as it was unreasonable and that anyone who looked at this could see that. I made it clear not only were they about to lose a customer for a lifetime but that having taken legal advice, given the circumstances and evidence I had to prove I was out of the country, my solicitor would be willing to contest this charge in court. He reluctantly passed this message to his manager upon my request ( despite previously telling me it took 48 hours for a response before) again there was ‘nothing they could do’. I don’t accept there is nothing Logical choice could do, the manager was sat across the table from the agent, they should of got on the phone and looked to acknowledge and resolve this situation, instead they took the easy option and not only lost a customer for life, they will not be able to recover the £700 fee in my circumstance but will also potentially lose future custom as a result of me having to write this review and get in touch with him given no manager would take the time to speak to me and resolve this issue, all they seemed to care about was making a quick £700 that within their power they could waive and reset up my annual insurance contract that was worth much more, how short sighted?

So, today I have had to leave my car in the office car park and get a taxi home whilst awaiting a response ‘after 48 hours from a manager’. All of this could have been avoided if a good manager had taken the time to consider my account, the money I spend and the circumstances to see this was not grounds to charge a cancellation fee . No good manager would of tried to take £700 from a loyal customer in this circumstance then offer to reinsure them when there are so many other competitive insurers around. An example of a good company that has gone bad. I hope you use this an example of how not to treat customers in your office to prevent other customers from having the same experience I have had.

what can i say ive been with them 2 times now, one time where my car was nearly due for renewal but then an accident took place so i had to avoid renewing anyway, and ive renewed again when i bought my car back in november, theyre very professional and know what theyre taking about, and each advisor has really gone out of their way to help me with the cheapest quote, i really am greatful to have them, because they actually look at the reason why insurance was cancelled, im really greatful to be insured with them :):):)

when I need to renew my policy the person I spoke to was very helpful. willing to go out of their way and get me quotes on different vehicles and of different covers. I was deciding between buying 3 cars or keeping my current vehicle. the person who renewed my policy spent a lot of time on the phone to me and emailing me to help me with getting quotes with different insurances. in the end I decided to stick with my car and renew the original policy. the staff wasn't annoyed at all and were just happy that they had helped me and that I had made a decision with all information available to me.

In all honesty if I could go back in time I would just spend a little more money and go with an insurance company well known , I've tried to change my car on my policy but they refused the first time because aparently the car was too cheap , basicly wasted money on a car . So I got a new car asked to get it insured but they refused to give me just a quote for 48 hours which is ridiculous, so eventually once I get the car insured I have a breakdown and have to get another car for temporary use again this was very long winded to get insured an was left 8 days with out a car . So I eventually get my previous car fixed , I call them and ask to swap the insurance again they told me they cannot give me a quote for 48 hours so 48hours later no call back so I call them and after being on hold for 40 minutes they tell me they cannot insure the car until I send them paper work of the work that has been done to the car , again never had that from any other insurer. This has left me stranded without a car and having to spend alot of money on public transport, the point I'm trying to make if you want an insurance company that leave you on hold for a ridiculous amount of time and have little interest in actually getting you back on the road then these are the people to go with , from behalf of myself and a friend who has had problems with this company pleas do not use this insurance company not one good point about them.

This company is terrible never insured with this company (first) some one stole my car then they never give me my claim whichest they know someone stole and they had smash the car and I pay my insurance 156 a month its a lot money (second) I been trying to change car they said I have wait for 48 hours why ? When I change car before they said with in a30 min but why now 48 hours (third) customers services is so terrible terrible I ever seen we pay we not asking for free when we pay should do good services don't forger we pay yours weg (I been speaking to guy and lady wasn't helpful they quit rude) dear customers notice this this company is not right for you do not insured with them terrible people