Whilst all staff were polite and as helpful as they could be the water main leak to my house I reported on a Wednesday could not be fixed for 9 days. As it was quite a serious leak I have had to resort to employing a local contractor to deal with it which cost less than my excess! Not terribly good.

I was a bit disappointed with the initial call,as I was transferred to the wrong department twice,after going through all my details twice, and having my aged mother in law who doesn't speak good English, having try to give her permission for me to act on her behalf. The last department was very helpful, hopefully the issue will get sorted and I can return with a more positive review

Took out a Policy for my wife and documents went to her account which she had not used for 5 years and thought was inactive. Took some time to access them as had to reset login details. Also comparison site cheaper than their site.

third time I have called, and this after trying to negotiate the website for some time. I only wanted to find out whether the claim I was going to make was for something my policy covers! After many options and explanations and warnings about calling for the wrong reason, I finally got through. The young woman was very helpful and polite, and confirmed the item is covered by my policy. Can I give you a number, she said? No just put me through thanks. On hold for thirty minutes while 'you are number one in the queue' was repeated over the worst music ever. On the stroke of four pm, the line was cut off. I will try again, but I am really losing patience. Is there an easier way to make a claim???

Having had my trailer missing from the garden sometime overnight on the 23rd I attempted to report it. The phone number, despite saying it was available 24/7 9 to 5.30 said it was closed until I spoke to them today, the 28th. Once contacted they were very helpful. On another note, the one call website suggested that I complete an online claim form, the problem being that there isn't one, I was just referred to the same unobtainable phone number, which is very frustrating.

Bit of a nightmare trying to find someone to speak to about my query. Plenty of promotions about live chat facility but it wasn’t available on the website for me. The girl I got through to was lovely and efficient however

It turned out I wasn't covered on the home contents insurance for replacement radiator so in this instance the policy wasn't a fat lot of good to me. So am disappointed.

we wanted the risk address to be amended. the agent was great, really helpful, however, overall we are not happy. there is no telephone number to call on, the changes can't be done on the portal (though they say you can), I suppose you can't make changes because you have to pay for this (which can be fine for some instances), but it would be helpful if the company was more transparent about this. We wanted then to cancell the policy (we are still within a cooling off period) - we have learned we can't do it for free, and the charge is actually higher than what we have paid for the insurance.

I have insured two properties with this organisation over the last few years and have been satisfied with the service up to now. However it now seems difficult to contact customer services by any means apart from live chat whereas in the past I could easily make contact by phone. I was not at all happy with the offer of automatic renewal of home insurance policy at a price increase of about 150% above the previous year's figure. On the face of it that looks like a trap for the unwary. On the positive side I would commend the helpful, courteous an efficient service provided by live chat agent today. He or she dealt with all my queries flawlessly and I am most grateful for that

I have been charged £45.62 as quoted but the policy document shows £35.62.

The customer service person was friendly and the procedure for renewal was quick. The renewal premium was reasonable which is the main reason to go with One Call Insurance another year. The only negative point today was waiting time. It took over half an hour to be called back after queuing on the line for over 15 minutes. I hope it will be improved and was wondering if automated message can let me know like “you are 2nd on the queue” while holding the line.

I cancelled my policy due to moving house and they charged me a cancellation fee of £55 which I didn’t think was fair. Apparently it was in the small print that nobody reads! If an insurance company behaves like that, what will happen when you have a claim? I complained and they refunded it which I’m impressed with. There’s too many fines for cancellations! The staff were polite and you could actually speak to somebody. I’d recommend them but read the small print

I was dealt with quickly and efficiently by your consultant and if this were the only issue I would have given a five star. What did dissapoit me was that although I now have 2 policies with you you would not allow me to use the GIVEME40 on the basis that I was renewing my policy and not asking for not creating a new policy. I did think that this type of discrimination was now against the law ... perhaps your company could comment on this

The adviser was very efficient but I was disappointed with the renewal price as it was more than last year and we have another policy with you. Why is it necessary to repeat so much of the information that you already hold? Why does it take all this and another 20 minutes of my life to get another £14.50 taken off your quote? And why is there a £30 renewal cost? That is a charge for my loyalty which I do not appreciate!

Needed advice with regards what the legal cover would cover. Not entirely sure if I got the answer I needed or not with regards a possible issue with planning permission given to the neighbour.

UK call Centre but no telephone number. And live chat I have been position 1 for 10 minutes and every update has increased my wait time, I am now upto 8 minutes more but still position 1! Sorry 9 munutes

I got the information needed from live chat but would have preferred to speak to someone. I couldn't find a contact number on the portal. What is the contact phone call for enquiries? Would be grateful fir this number one any number for the future. Very frustrating not being able to telephone. Thank you

Having had a long wait on the new on line chat system, as a survivor of a brain injury, it was a most stressful time. The person on ‘chat’ tried to be understanding but being able to have someone explain in voice over the telephone is a better method and not discriminatory against those with mental health problems.

To make this company good you need to be able to speak to call handlers. It would make such a big difference. You can't get through via a phone call. Good value for money though and the portal is clear to use. I would be worried that if I needed to discuss an accident it would be very hard to do so. You are always better off using the chat room option in the portal with a handler to save long waits on the phone.

Operator delivered a very professional service. However The “one call” web chat option is tedious and drawn out especially after being disconnected several times while waiting for an operator. I’m Convinced a tel call would have taken half the time. Operator was great but the platform was rubbish.