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★☆☆☆☆

“Absolutely Terrible - Won't Deal with Again!”

written by Reviewer36 on 21/01/2015

I have had car insurance with this company for the past year. All documents were online which is fine - if the password they send you to be able to access them works. Eventually got access and everything was fine - until it came to renewal. The contract said my cover would roll over the the next year unless I contacted them to cancel. I was happy for it to roll over and direct debits continued to come off my account. All good - UNTIL I tried to access my new documents online. Usual hassle - eventually got on line only to find there were no new documents and all that was available was my previous documents. Tried to call them but couldn't get through so requested a reissue of of documents online which said they would be sent out within 2 days. Two days passed and no documents so again tried to call but no reply. Sent and email to customer services which issued an automatic response to say they would be in contact shortly. Eventually got a reply and again I requested a copy of my documents to which they said no problem they'd get them out to me. Note I supplied all my details name, policy number etc. No documents arrived and again I contacted them to query when I could expect to receive them. I got a reply saying they could not locate my policy and could I provide my postcode which I did. Since then I have heard nothing?! The DVLA site showed that I was insured I just didn't have access to my documents. Have emailed them back several times asking where we're at with this but they have taken to not replying at all?! Great customer service. So I cancelled my direct debit and went back to Direct Line. Will never give this company my business again and would advise everyone to steer well clear. Incompetence and very poor customer service. Quick to take your money but nothing in return. Lesson learnt!

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