Carole Nash Motorcycle Insurance www.carolenash.com

Carole Nash Motorcycle Insurance www.carolenash.com
★★★☆☆
2.6
43.0% of users recommend this
  • Customer service

  • Value For Money

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Latest Reviews

“Shocking!!”

★☆☆☆☆

written by nickh2770 on 02/03/2024

Having used Carole Nash for bike insurance before I though I'd give them a whirl for car insurance. Wow what mistake. Sadly had an accident on an oil spill and received shocking customer service during the claim. Carole Nash aren't interested stating they are "just the broker" and happily blame the insurance company and the claims handler!!

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“Absolutely no customer service”

★☆☆☆☆

written by Woodcat16 on 13/12/2023

I needed to speak to someone before renewing my car insurance. I held on for 1hr 20mins. I live texted on their website and was given an alternative number. That was no better. I'm wondering if they actually employ anyone at all to handle queries over the phone.I dare say any they do employ 'work' from home and can't be asked to pick up the phone.

Was this review helpful? 0 0

“Appalling service these days”

★☆☆☆☆

written by Rupert1965 on 26/06/2023

Your level of service has dropped off a cliff. I have insured with you for years. I think this is because calls are outsourced. I sent pictures of my classic for an updated agreed valuation back in April since which time I have singularly failed to extract from you/your sadly incompetent overseas staff a letter confirming the valuation is updated or otherwise. Truly remarkable. I have even raised a complaint - that will take 8 weeks to respond to. Now into end of June and no nearer resolving what should be a pretty straightforward question. Hopeless. Truly hopeless and I still don't know if my classic bike gets nicked or totalled, I will receive it's true worth. Think I will look at Haggarty for renewal. Stamp line says something about The Care It Deserves - couldn't be further from the truth imo

Was this review helpful? 0 0

“they tell you that they cannot insure you without...”

★☆☆☆☆

written by Jessica109 on 13/07/2022

they tell you that they cannot insure you without adding the roadside assistance which my new insurers say is not legal. they renewed my policy even after i explained about the modifications on the scooter and sent me the renewed insurance forms with incorrect insurance. after i had explained all this and cancelled with them. bad company

Was this review helpful? 0 0

“Shockingly awful! ”

★☆☆☆☆

written by CharSTH on 15/04/2022

£82 to change my address to move 15miles with no other changes to my policy. Our other insurers for our other vehicles only charged us £15 admin fee to do this! Customer service shocking and completely shut me down and told me that we have moved to a higher risk area!! Funny how the other insurers didn’t think so! Tried to cancel and it costs me £80 to cancel! Funny that! Lesson learnt, do not go with this insurer. Got forbid I ever have to make a claim with them, I dread to think why would happen.

Was this review helpful? 1 0

“Utterly useless.”

★☆☆☆☆

written by MartyPG13 on 24/06/2021

Utterly useless. For two days now have I been trying to get an MTA sorted on my policy, simply for a change of bikes. Everytime having to go through all the details again and again and again, only for it to be referred and then to come back with an additional £1000 on a policy that is less than half that (with full NCB and 20+ years licence, no accidents or convictions). Now having to cancel the policy and restart as the online portal will quote £580 - however, no one is answering the phones and the online chat just gets cutoff abrubtly as if the customer service reps aren't interested in solving thier problems - not even offering to take my phone number and call me back to get things resolved. Absolutely awful customer service trying to get this sorted and because of that I cannot in an any way recommend Carole Nash any more - what would they be like if I had to make a claim?

Was this review helpful? 2 0

“They are NOT motorcycle specialists.”

★☆☆☆☆

written by Bangwizz on 22/06/2020

They call themselves a Motorcycle specialist but they cannot quote on custom situations. Spoke to them for over 1.5 hours. Throughout the conversation they were all confident and saying that of course they could quote and insure me. In the end, they refereed it to their senior advisors and said none of their insurers would quote with pillion cover. This, even though I have 30 years riding with zero accidents. When asked if they actually speak to the underwriters they said yes at first then later admitted that they don't as they don't need to because they know all the parameters of the underwriters. This is NOT a specialist then.

17James17's Response to Bangwizz's Review

Written on: 30/11/2020

£50 admin' fee for cancelling the policy on a bike I sold several months into my second year with them? What admin? It's not 1957, they press a couple of buttons, what proper administrative work do they have to do? Greedy, greedy people who are definitely not bike specialists but just another grabby broker. Avoid at all costs unless you are definitely sure you will not sell your bike or be unable to ride it for the full year.

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Was this review helpful? 2 0

“Cancelling a policy can cost YOU more than you are owed!”

★☆☆☆☆

written by SouthHeathen on 10/06/2020

I have had policies with Carole Nash for decades, but on finally selling my last motorcycle, I called them to do the right thing and advise them that I was cancelling the policy. BIG MISTAKE They charged me MORE to cancel it than I was owed! Now I know insurance companies have a lot of shady stuff, exclusion clauses, additional charges etc. but this felt like grabbing a "final pound of flesh" as I went out the door. I can't do much about it, other than warn others to 'think very carefully before cancelling a policy... it could... amazingly, cost you more than they owe you!"

Davesullivan's Response to SouthHeathen's Review

Written on: 30/07/2020

Exactly the same happened to me today. I called to cancel as i had sold my bike and they said there was a £50 charge. As i'd paid annually there was £15 credit but i had to pay them £35 to cancel my cover.

Bandits !

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17James17's Response to SouthHeathen's Review

Written on: 30/11/2020

And still they play this game. I cancel, they owe me 30-odd but the cancellation fee is £50.00, so please can they have some more money to cancel the policy on a bike I no longer own! An 'admin fee' in 2020? That'll be for all the handwritten documents that have to be put in envelopes and franked and mailed out I suppose. Perhaps the 'admin' fee will get binned once email catches on...

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Was this review helpful? 7 0

“MONEY GRABBERS”

★☆☆☆☆

written by on 10/01/2020

ABSOLUTELY HOPELESS. THEY WILL HAPPILY TAKE YOUR MONEY ONLINE BUT WHEN YOU CANCEL THEY BECOME EVASIVE AND AWKWARD, YOU GET NOTHING BACK AND HAVE TO PAY £50 TO CANCEL. Also they hide through Brokers so you are not aware it is C Nash. I will avoid them forever. BEWARE

Was this review helpful? 5 0

“Been with them for a year. They send a letter to say...”

★☆☆☆☆

written by IainHD on 21/08/2019

Been with them for a year. They send a letter to say policy up for renewal and if I do nothing it will be cancelled at no cost. So I do nothing in order for the policy to cease. Then I get a letter saying thanks for renewing we have taken £1100 from your bank. I immediately contacted to ask why they thought they could take my money with no authority, they said they never sent a letter saying it would be cancelled if I did nothing. They then checked system again and agreed that letter was sent. Now saying it will take five working days to return the £1100 they took from me. They wouldn’t agree to same day transfer, wouldn’t let me speak to manager, wouldn’t let me speak to finance dept. Said I could log a complaint but they would take 48hrs to respond to a complaint. How many complaints are they dealing with in order to need 48hrs to get back in touch. How in this day and age are they unable to do a same day transfer of funds that they took!!! No idea how to handle customer complaints (that were issues entirely of their own making) and absolutely no ethics or morals. DO NOT GO ANYWHERE NEAR THESE GUYS.

Was this review helpful? 1 0

“ok but wouldnt reccomend”

★★☆☆☆

written by Madisynn1958 on 03/03/2018

Took out a policy with carole nash and needed to change to a new one a few months in. Phoned and arranged a new policy was charged a cancellation fee on the day and paid for my new policy in full. A month later i get a letter telling me I owe nearly £70 for the following month after i cancelled it!!! I will not be using this company again

Was this review helpful? 3 0

“unreal ”

★☆☆☆☆

written by goMcDonough476 on 20/01/2018

had 2 bikes insured with carol nash , decided to take 1 off and insure another bike .insured the 3rd bike and went to pick it up,the bike was not as advertised so left the bike with owner.Rang the insurance company back to return to the original policy obviously there was an exaggerated fee,The company accidentally cancelled my complete policy unknown to me ,no letter no cash back nothing ive been riding my bikes for 6 months with no insurance fortunately no pulls or accidents .i only found out when i enquired about possible car insurance .After 2 weeks of uncertainty they realised there mistake and continued the policy until its original date meaning i have paid for 6 months cover i didnt have, no refund, nothing, needless to say i wont be using them again .

Rosannacarolenash's Comment

Written on: 23/01/2018

Hi,

We would like to look into this for you further and help wherever possible. Please could you contact us on our Carole Nash Facebook or Twitter page via inbox or alternatively call our customer services line and run through this info with one of our agents for the attention of Rosanna?

I hope I will be able to assist you further and must apologise for the problems you have already faced.

Kindest Regards,

Rosanna.

Carole Nash.

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Was this review helpful? 1 0

“wanted to cancel policy they wanted £50!!”

★☆☆☆☆

written by oldfan56 on 17/01/2018

Had my scooter insurance with them, wanted to cancel policy 4 months from the end. They wanted £50 for the privelege! Thanks very much not.

Was this review helpful? 2 0

“Robbing Gets”

★☆☆☆☆

written by on 14/12/2017

£65 to change my address. Done the same with Motor Homehome with another company which was £13. The new address is a lower rate with them. Asked to speak to manager, none there fancy that. Been with them for years, not anymore.

Rosannacarolenash's Comment

Written on: 14/12/2017

Hello,

I'm sorry to hear about the issues you experienced when changing your address. If you could email us - I'd be more than happy to arrange a callback from a member of management.

Kind Regards,

Rosanna.

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Rosannacarolenash's Comment

Written on: 14/12/2017

Unfortunately the contact email has been removed from the page. You could contact me via DM on our Carole Nash Twitter or send us an inbox on our Facebook page instead and I will assist you.

Rosanna.

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Was this review helpful? 1 0

“Got an auto-renewal through post for my son's scooter...”

★☆☆☆☆

written by Portlandsue on 13/12/2017

Got an auto-renewal through post for my son's scooter which he had sold so rang up to make sure it wasn't auto-renewed. Then I cancelled the present policy because he doesn't have the bike anymore and ended up getting charged £41 even though we had already paid £180 for the whole year's insurance. If I'd just let the insurance run and not told them that the bike had been sold I wouldn't have had to pay a thing. It is just ridiculous!!! I am so angry!!

Was this review helpful? 3 0

“Rip Off Fees”

★☆☆☆☆

written by on 01/08/2017

I also had to give up riding after two months into my policy due to health issues, and sold my bike. Having paid £295 they sent me a cheque for £71 refund. I have returned the cheque, but have received several letters quoting the terms and conditions. No discussion - just a blank refusal to negotiate. Fortunately I never had to claim over the years I have been with them. I wonder what the response would have been given the lack of customer care? Be aware that you will get very little back if you have to cancel.

Southheathen's Comment

Written on: 10/06/2020

Same as...
I have had policies with Carole Nash for decades, but on finally selling my last motorcycle, I called them to do the right thing and advise them that I was cancelling the policy.

BIG MISTAKE

They charged me MORE to cancel it than I was owed!
Now I know insurance companies have a lot of shady stuff, exclusion clauses, additional charges etc. but this felt like grabbing a "final pound of flesh" as I went out the door.

I can't do much about it, other than warn others to 'think very carefully before cancelling a policy... it could... amazingly, cost you more than they owe you!"

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Was this review helpful? 1 0

“Beware the admin charges!”

★☆☆☆☆

written by on 01/02/2017

Been with Carole Nash for a couple of years, just sold bike and had about 4 months left to go on the cover, so was expecting a little back for the remaining term. Rang CN, and cancelled the cover, but instead of them giving me any money back, I ended up having to pay THEM to cancel the cover! Surely there is something not quite right about that. CN charge extortionate charges which apply for any changes, so buyers BEWARE!! If you plan on making any changes in the 12 months of cover, you might want to shop around!

Thegame316's Comment

Written on: 13/05/2017

Why do people ring up up to cancel unaware of what the outcome will be. Why not take Carole Nash to court for not making you aware of what their cancellation rates are as clearly its not stated in their policy documents.
Or maybe they have clearly stated how much they will charge under section 9 titled quite surprisingly cancellation. This in simple english tells you what will be charged if you cancel. In this case between 7 to 8 months after the policy starts you would will get a 10% refund and after 8 months there is no refund. So on a monthly dd policy you would have to pay remaining payments in one go if you cancel after 8 months. Depending on the annual cost this can work out to be quite expensive so if you dont want this sudden expense then simply don't cancel after 8 months and complete the year with the added bonus of getting the years NCD.
But this would mean actually reading the documents provided before you call up instead of acting all surprised on the phone lol

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17James17's Comment

Written on: 30/11/2020

Three years on they're still playing this scammy, grabby game.

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Was this review helpful? 1 1

“Unhappy customer ”

★☆☆☆☆

written by Jennatighe on 18/01/2017

What a disgrace of business they are. They employ you pay you half of your wage. Change pay dates the day before your due to be payed knowing they will ruin Christmas.. n the boss smiles in your face and tells you to deal with this! Then they lay you off the day before your due to be paid nearly 2 months worth of wages and miss inform you your cheque is in the post coming second class! Then you wait a week for your wage in " cheque " to find out you was miss led and it is not in the post and they can't put your money on the bank either knowing you have children to feed and get to school!! You disgusting human beings!! I will be one of many going to the papers with this you horrible creatures . 

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“Outrageous Deduction From Fully Paid Policy”

★☆☆☆☆

written by AmiahDelaney on 17/06/2016

Have just put the phone down after speaking to Carol Nash Insurance Company. I took out a policy with them on 10/5/2016 for my new Triumph America unfortunately this bike has had a major fault, and the dealer has agreed to give me a full refund. Called the insurance company to inform them of the details and that I would like to cancel this policy and that at present I would not be buying another bike. I was horrified when after only having this policy for just over a month and paying £125.45 for the one year policy I was told that I would receive £17.82 credit. What type of customer service is this. Will never use this company again. Asked to speak to customer service told no one was available but they would ring me back, so far nobody has rung.

Muzy77's Comment

Written on: 01/02/2017

Same problem still happening in Feb 2017 - extortionate admin charges, had t o PAY THEM to cancel my cover with 4 months to go! Carole Nash never getting my business again

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“Beware £50 fee if you leave. Lacking that personal touch.”

★☆☆☆☆

written by englishlakedistrict on 29/04/2016

I had my HD insured with Carole Nash, when over 10 months into my Policy I bought a newly released bike after checking with them that I could easily switch to the new model - £67 was quoted. However once my new bike was delivered they changed their mind and said the new model bike was uninsurable with the underwriter Highway Insurance (as it was not yet listed with the Assoc of British Insurers) ...only later quoting about triple my previous cost and quadruple the excess with another underwriter. To add insult to injury they then demanded £50 for me to leave them!... Later reduced to £25...then refunded after I made a complaint and they had listened to the audio tapes. So I lost nearly 11 months NCB and the remainder of my premium with the undewriter Highway Insurance, ironically the next day I re-insured with Highway Insurance again through a different Broker who took the time & personally spoke with Highway Ins. and clarified the new model details. A nice personal service from a smaller family-run broker that Carole Nash seemed unable to provide for me... I will never use them again.

Was this review helpful? 1 0

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Asked by Tetleyted on 31st May 2019 Report this content
Does anyone know the consequences of not paying a cancellation fee? I have 3 months left on my bike insurance. I have sold the bike. CN want £50 to cancel. I will receive a £27 refund so I said stuff it, I'm not going to pay a further £23 from my debit card to cancel. I'll just let the insurance run. The chap said it was illegal to do so (probably not illegal but probably a civil matter). Does anyone know what the actual consequences of not paying are? Will I get blacklisted in some way?

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