written by on 27/07/2022
I phoned Customer Service to advise that my Dad had passed away. His contents insurance only had a month to go so please cancel his policy and make sure that it didn't automatically renew. The lady wanted me to send her the death certificate. I said I had a long list of people to phone and only the life insurance companies asked for a death certificate. She didn't need one as I wasn't asking for a refund....just don't renew it. I could be going with another company but she didn't need proof of that. She refused to help. A month later, Dad's policy automatically renewed! I phoned again and tried to give the gentleman the policy number so he would have details on his screen. He didn't want it. Very abruptly just asked what it was regarding. I told him he'd just renewed my late father's contents policy. No compassion or sorry for my loss. He just asked in his still abrupt manner if I'd sent in the death certificate. I said no and explained why and he said "Well I can't help you then." I hung up and went on to their website. After much searching, I found a button to untick if I didn't want the policy to renew! This just made me angrier. Why could they not have said, "I'm sorry for your loss but I'll do all I can help. I've unticked the box to make sure your policy will not renew. Is there anything else I can help you with today?" How easy is that? Much more helpful and caring. Staff need to be totally retrained on customer service. I'm so upset and angry.
written by aardvark10 on 12/05/2020
I cannot believe a supposedly well known national company can behave in the way the Post Office do. I recently received a renewal notice for my Home and Contents insurance. Premium had increased by 80%. I have been with them for a few years and have never made a claim nor altered anything. Tried to contact Customer Service for several days, always getting a boring speech and then even more boring "music", but never connected with a human being. Finally got through on a Sunday afternoon at 15.45. I pointed out to the agent that I was a senior citizen and simply could not afford the increased premium, and that my pension from the government increased by around 3% per annum in contrast to their 80% which in one fell swoop would completely consume my pension increase. The agent was vaguely sympathetic but could not offer a decreased premium. I suggested he consulted with a senior person in his organisation and point out that they were about to lose a loyal customer, but he said no one could do anything. I said I would not renew my insurance policy with them. I am astounded that any reputable company can afford to lose customers in this fashion and as in so many companies these days, operate a Customer Service office which does not offer any useful service to their customers.
written by Millsxv24 on 17/05/2018
Terrible service, disinterested staff. I am trapped on holiday unable to walk after a spider bite it took them 24 hours to tell me my documents were blurred... They were not. They do not ring you back even after they assure you they will. Basically the impression I got was that I am a lowely pleb and I should go away. I cannot stress enough what total weasles they are.
written by EricMorgan on 16/09/2017
I bought this home insurance via a price comparison website. Not the cheapest, but a good trusted name, ....hot wrong can you be ? The customer service is absolutely rubbish. As are the follow ups and help when you have a real problem. Three separate disasters and three cases of rubbish, disinterested, slow and lackadaisical response. I called on a Saturday morning to report and underground water leak, (my kitchen floor is ruined, no central heating or hot water) to find their response was to give me a number for a closed response line. Was told to find my own assistance and phone back on Monday during office hours. What am I paying for ! ? By far, the worst company service ever, irrespective of it being a (so called) insurance company. No way will I renew with them ever again and I'll advise all my friends to avoid.
written by echarlesworth75 on 28/07/2017
We took out house insurance through a comparison website and the post office came up as quite a good deal. we took them up on the policy and everything was fine. We were broken into whilst away on holiday and that is when the real experience started. The level of service has been shocking, passed from pillar to post. constantly having to chase up and wait for responses etc. the worst ever experience. they also stole or vehicle off the drive way, this was insured through Liverpool Victoria, within two weeks the car had been paid out, absolute pleasure to deal with. I would urge anyone looking to take insurance out to avoid the post office as they're using all different insurers to cover there policies which makes things really difficult if you are ever unfortunate enough to have to claim on your policy.
written by Elise452 on 24/06/2017
This company are by a million miles THE worst possible insurance company I have ever have used. Appalling customer service and handling they got me doing all the leg work. When I attempted to claim they sent a loss adjuster to look for evidence to reject my claim outright and FOS could not help as they had carefully crafted their small print to ensure the computer says no. Lost thousands of pounds from them. I would not even recommend these rip off clowns to my worst enemy.
written by KysonBreen143 on 20/10/2016
I made a claim and to do so needed to do with 4 different companies. The policy is with PO so you would expect all dealings with them, Long waits from being connected to Customer Service and they unable to take complain to do with claim, claims unable to take complain as they only deal with claims, customer service not taking complaints as they "don't know anythings about claims". It is now over 2 months since simple claim was raised (theft of bicycle) I am still waiting to receive a cheque which was apparently sent out on 2 occasions weeks ago...I was required to deal 5(!!) companies (Legal and General, Cunningham Lindsey, Ryan Direct Group, and Post Office and another company dealing with bile replacement), none of the companies would take responsibility, service disjointed so one is passed from one company to another without any coordination. AVOID at all costs
written by ArjunLondon on 11/08/2016
I had a terrible call with the customer case service regarding my renewal of the annual home insurance policy. They'll auto renew it at a higher charge and then charge you an additional £35 for the admin fee nonsense. Such an arcane policy where they'll post you hard copies alone (and not email in 2016!) about taking money off you, but send you an email only after renewing the document. Such bad service. Oh by the way, read the comments from other sers since 2012 - same story. Clearly these losers have not changed their money making policies. Not recommended!
written by ohdearohdear on 14/05/2016
The price was the initial factor that attracted me to PO Insurance. Creating the policy was relatively painless and thankfully I didn't need to make a claim. However, when it comes to cancelling a policy, it is made purposefully difficult. This insurance isn't actually run by the Post Office but outsourced to a company with questionable ethics and absolutely no concern for the brand they are representing. As I was travelling at the time my policy was coming up for renewal I attempted to cancel via the self-service website. However, the self-service website WILL NOT LET YOU CANCEL ONLINE. You are forced to call a number which has restrictive opening hours, and is thoroughly inconvenient. As I did not want to be lumbered with another year of charges I cancelled my direct debit. I was then promptly called asking for an outstanding monthly payment (funny how they can find the staff to chase payments but not enable cancellations?) which I duly paid. A month later I have received a letter from a debt collection agency CLAIMING I OWE A BALANCE WHICH I ALREADY PAID! Do not use. They have secured the Post Office brand, but they are not the Post Office. It won't be long before they are thrown off their contract with the PO for the irreparable damage they are causing to this brand. DO NOT USE.
written by Kimberley1972 on 30/11/2015
I have been paying insurance for years. I decided to go with one of the most reputable names in the country. What a big mistake. We had a flood upstairs 3 weeks ago, completely wiping out my daughters bedroom, landing and bathroom. They sent an emergency plumber out who just turned off the water. So no water, no toilet and no sink. They then told me to find my own plumber which I did. The loss adjuster came I gave her receipts for everything as we had spent a great deal of money in the property over the last 12 months and I still had them. That was nearly 3 weeks ago. I kept calling the loss adjuster and asking her to call me. No call back. I then had a surveyor from the insurance company who said he didn't know why he was there. I finally called the office in Friday to express my concern. I was promised that my receipts would be processed, and a call back that afternoon. Surprise surprise, NOTHING. So I have no bedroom for my daughter, we are taking it turns to sleep in the sofa. The house is freezing with no carpet and half a bathroom. I have family due to stay for xmas from Australia. We'll post Office thank you so much. I can honestly say I will not be renewing my policy with you..
written by medicineman004 on 22/10/2015
I took out home insurance with post -office and as you can guess was because it ticked all the boxes. After the first year they sent me an email which went into my spam about the automatic renewal. They say they sent me the policy documents, however i received none. I decided to move to ireland from england so got busy trying to organise that after the first year of insurance with them. I tried to cancel the policy via the self service website of post-office. However you cant cancel the policy via their website!!! So i tried calling them and was on hold for 30 minutes before i gave up. I got busy with the move and organising it. I finally called them again and got through after 2 different phone numbers and calls. However i was told that i was breaching their 12 month contract and will have to pay 35 pounds to cancel the policy plus one month's instalment as well. I am absolutely shocked at such an extortionate amount of money for them to possibly make a few clicks on the computer and possibly 1 pound worth of postage and stationery. They are no better than any other bad company. Also their customer service people were rude and made me feel as if i was lying and on 2 separate occasions was talked down to. I will rather spend a little more money and go with some other company from now on.
Written on: 10/12/2015
I am in exactly the same position as you. I am going to challenge that £35 and will tell everybody that I know not to get insurance from them. What a sneaky bunch - it's not right to bury this in the T&Cs when it was NEVER mentioned when you signed up!
written by google1 on 12/08/2015
Very poor service.. difficult to cancel auto renewed policy.. registered to 'self-service' I did not realise this meant the policy would auto renew. Horrified to see premium trebled. No Prior warning. Not looking forward to agro tomorrow when I contact them.
written by Victor146 on 02/08/2015
I tried to get a quote as Post office offer to match any like for like renewal quote by £50. Online quote tool would not quote, called them up and would not give us a quote as we had 3 items worth more than £1500? an engagement ring and two watches. based on this they refused cover!!! in other word they did'nt want to beat my renewal by £50 so they used any excuse, people tv's are worth more than £1500 these days, let alone jewelry etc. Waste of time.
written by CloeNoonan on 06/07/2014
I had post office insurance for two years on the second year I was sent a renewal document and I agreed to renew. They automatically renewed the third year without sending me a renewal notification and the insurance cost doubled. When ask to cancel the insurance they ignore all cancellation request with aim of making a fraudulent claim from me.
Written on: 24/09/2014
I am unclear what is meant by when yo tried to cancel your insurance due to doubling of cost, they ignored you with the aim of making a fraudulent claim from yourself. What does that mean? They accused you of making a fraudulent claim? Doesn't makes sense
Written on: 18/12/2014
I had a similar experience and when I wanted to cancel was charged a £40 charge they took my debit card numbers for payment which failed to go through from their end and set a debt recovery firm onto me . I tried and tried to phone but couldn't get through - needless to say ,I'm going to try the insurance ombudsman
Written on: 18/12/2014
I had a similar experience and when I wanted to cancel was charged a £40 charge they took my debit card numbers for payment which failed to go through from their end and set a debt recovery firm onto me . I tried and tried to phone but couldn't get through - needless to say ,I'm going to try the insurance ombudsman
written by on 19/09/2013
No one will answer your calls. I've been trying to call about my claim for two weeks now and no one will answer the phone. When someone does answer they just direct you to another number. Never again!!!!
Written on: 26/07/2015
Hi, I have just been another victim of redirecting having caled there claim Line number 24/7 only to find out they are only open mon - Friday 9-5pm. I'm still not sure I've got the right number.
Written on: 29/07/2015
since the 24th July i have been told i would receive a call from the legal & general underwriters.
This did not happen and eventually i gave in to calling them yesterday which resulted in the advisor taking my details for another call back within 24hrs due to their system being down.
Today i managed to get in touch with an underwriter who confirmed that no details of my claim had been logged or acknowledged.
The underwriter took my details and scheduled a surveyor for the following monday (8 days from my first attempt to contact the post office).
I have asked for a complaint to me logged regarding the getting the claim logged with the excess calls i've had to make....to be continued.
written by on 25/06/2013
I am furious. They automatically renewed my policy without notice, gave me no notice and put the price up by almost 200 pounds. They were incredibly rude on the phone and I have had to pay a £35 cancellation fee. Avoid at all costs. Never again.
written by on 28/05/2013
My home insurance has been renewed automatically. I went elsewhere as the 2nd year renewal cost had hugely increased. I am now out of pocket by £333. According to staff at the call centre I should have known it would be renewed this way. Apparently it is stated somewhere on the initial appliction......... When you aske to speak to a supervisor they say expect a call back with 48 hrs!!!!!! I have to now send a copy of my new policy and no doubt pay a fee to have the Post Office one cancelled. DO NOT GO ANYWHERE NEAR THIS COMPANY.
written by freddie07 on 16/05/2013
FALSE CLAIMS to put your home insuranse up by £100. When you ring to query, they promise to ammend it and send you a new quote. The sales person was clearly told not to renew it, however take the claim off as I did not have one. I then purchase new insurance else where..... Sorted so I thought!!!!!AUTOMATIC RENEWAL...... They took £256 out of my account!!!! and I CAN NOT get it back with out proof of my new insurers. This is illegal and a fraudulent act on there behalf!!! The staff at the end of the phone are incompetent and lie!!! NEVER USE THEM
written by TnMuk on 27/02/2013
You take out 1 years insurance and pay up front for only 1 years cover. 14 days to the day after you take out the insurance, you receive your documents stating that you have 14 days from date of purchase,to amend or you will be charged £30. After your year is up they automatically try and take a new, and higher than the original, payment from your bank account even though you ask for 1 year cover only. They couldn't do this with me as I had a new card, they then proceed to send me a letter stating that THEY were cancelling my insurance (which I didn't take out)and giving me 7 days notice as per their terms. I next get a bill for the 7 days extra cover they HAD to give me for THEIR notice period. I have since had dozens of calls and letters threatening to pass my details on to a recovery firm etc ALL FOR £5 !!! When asking about payment methods , they said you can't pay at the post office counter and MUST give them my new bank details. Needless to say they were told where to go.
written by CJL123 on 17/10/2012
I have had my home insured with the post office for the last 3 years, but never again. I recently got married, and phoned up to advise my circumstances had changed, and was told it would cost me £10. I said that was ridiculous, I am advising you to put a note on my account, you do not have to change my policy. I was advised that now I had mentioned this fact I would not be covered if I made a claim in the future unless I paid up. I duly paid. A few months later we sold our property (unfortunately 1 month after our renewal date), I was stung with a £35 cancellation charge. The annual policy was £100. Never again!!
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Moa210's Comment
Written on: 05/11/2016
Similar experience here- shameful!!