Onecallinsurance Reviews 

Policy cheap enough just don't try to cancel.
I had two vehicle policies and for various reasons needed to cancel them. One vehicle had been on cover for just 2 months and I got a grand total of £2.75 back from nearly £200 policy. They added broker fess, cancellation fees and discount fees and there you have it, money gone. Same frustration as others on here - One Call - You cannot call them. Whatever happened to being able to have a short conversation to sort the issue instead of all this long winded typing?
Would NEVER use again as an absolute rip off.

This is a review on One Call Insurance & their Sister company OCL Solicitors

My initial non-fault insurance claim through their sister company "One Call Insurance" was abysmal, we were in shock and ended up being racially abused and had the phone put down on us multiple times by 2 incompetent staff members.

The personal injury claim was going ok with OCL but Sian U, who had been great until she failed to withdraw an offer I'd made to the "at fault" party after a time limit I had clearly expressed to her. This then went south rapidly when the awful Bernard L took over almost 2 years in. Bernards lack of understanding, professionalism & extremely poor levels of contact, led to me being offered a ridiculously low offer, that is nowhere near the guidelines for my type of injury. When I showed him his error, Bernard tried using jargon and blaming me for his incompetence.

This was then passed on as a complaint to Sarah E, at first, Sarah made multiple promises and agreements to sort out the situation with Bernard and also promised to pay my claim award without any fees taken from it for Sian & Bernard's mistakes. This was meant to be sorted the day after Sarah called me, a week later I had to call Sarah to find out what was going on, where she told me she had to investigate the calls between Bernard & myself and she was quite rude and condescending. She then emailed to say she would have an update about my complaint on that same afternoon. Sarah seemingly thought 8:45pm was the afternoon because it took me emailing her manager Keelie B & one of their Directors Bill Broughton to get this delayed email from her.

In the email, Sarah was rude, defensive and even claimed my fee-less payment could be withdrawn by her & OCL if I would not remove my truthful review of Bernard from here and other review sites.

I then contacted Keelie B again as it was clear Sarah was also incompetent and had a chip on her shoulder because I had dealt with her assertively. Keelie rang me after the weekend and made promises that I would receive my payment, without fees taken and that she would ensure it would be done by Faster Payment so I received it on the same day that it cleared in OCL's account, I trusted Keelie would get the job done and boy was I wrong again.

I ended up having to call in and speak to their Accounts team, at first this was Camron C, an excellent member of their team who assured me he would chase up the at-fault parties insurers to get the payment paid before their time ran out, I reluctantly agreed to let Camron deal with it, however, he went the extra mile (unlike his colleagues) and assured me it would be with OCL the next day (this, going by Keelie's previous promises meant I should be paid the next day too).

The next day came and I did not receive my payment, so I called into their offices and asked to speak to Keelie to express my disappointment in her failing the expectations she had set, Keelie wasn't in for personal reasons but within 10-15mins their Director, Bill Broughton called to make excuses for it not being paid and he assured me he would sign off & authorise the payment the next morning without fail.

The next morning came, no payment, I called in again to speak to the Accounts team and spoke to another amazing staff member, Shannon K, Shannon could not help me enough after explaining that Bill had signed off on it but failed to let me know it needed another Director to also sign off & authorise the payment, I was fuming by this time and Shannon express empathy and did her best to get in sorted for me. An hour later at around 3pm, I finally had my payment.

As you can see, abysmal service, Directors & Managers that lie through their teeth (I noticed they call you when they want to lie and set expectations they can't meet) and the whole experience and service was by far the single worst experience in my life.

I WOULD NEVER USE THESE AGAIN AND IWILL BE REPORTING THEM TO THE SOLICITORS REGULATION AUTHORITY

Doesn’t deserve the 1 star I had to give just to write this review!!
The names a joke …… you can’t even ring them!! It’s online chat only …. Rubbish
Will never use again !!

Insured our home a year ago - that's made easy obviously. However, there is no mechanism to avoid auto-renewal and, I found out when we sold the house, no way to terminate the insurance other than going through an online chat session. Even though the house was sold a month before the insurance renewal, OneCall would only terminate the contract if we paid a 'penalty' of just under £60 for the privilege so we just had to leave it running and cancel the renewal. Clearly, they have no interest in a longer-term customer relationship. I'm just glad we didn't have to make a claim - I can imagine how that experience would have gone! My recommendation is: pick someone else.

Appalling behaviour and service. Took out insurance from them for my motorbike. At that time I had a CBT provisional licence. I subsequently passed my test and got a full motorbike licence. Now you would think that going from a provisional licence to a full licence (which for most people means that you have demonstrated that you are capable rider) would mean slightly cheaper insurance. Not in Onecall's mind. They tried to tell me that my premium was more expensive??????? and then for notifying them and making a change they said I had to pay £39???????. I said in that case just leave it as it is but as I'd now told them and if I didn't make the change my insurance would be void and they would cancel my insurance if I did not proceed. Pure scam artists (brokers actually) who resort to threatening customers. AVOID THEM. Go to Bennetts insurance who were cheaper and DO NOT charge for minor amendments to an existing policy.

WOULD GIVE NO STARS IF COULD. THIS DISGUSTING COMPANY ASKED FOR VALIDATION DOCUMENTS WHICH I SENT STRAIGHT AWAY. THEN THEY TOLD ME THEY WERE CANCELLING MY INSURANCE, I HAVE NO IDEA WHY! THEY TOOK MY DOWN PAYMENT, 1ST MONTHS INSTALLMENT, THEN THEY CHARGED ME A CANCELLATION FEE, FOR INSURANCE THEY CANCELLED!!! SO FOR ONE MONTHS INSURANCE THEY TOOK OVER 120 POUNDS FROM MY BANK ACCOUNT. NO PHONE NUMBER, WENT ON PORTAL, ON HOLD FOR 20 MINUTES, VERY UNHELPFUL CALL HANDLER. PLEASE, PLEASE, PLEASE DO NOT USE THIS DISGUSTING SCAM OF A COMPANY, YOU WILL LIVE TO REGRET IT!!!! I HAVE NEVER IN 31 YEARS OF DRIVING BEEN TREATED SO APPALLINGLY!!😠😠

I took out home and contents insurance with them in July. They emailed after a month and asked me for proof of a claim on old insurance for subsidence, which was found to be nothing, just me been paranoid about a crack in my new plaster! They asked for the report from my old insurers, I contacted them, they contacted one call, not good enough. The old company sent me the subsidence experts report, which said there's nothing wrong with my house. The woman told me it was all sorted in July, then Today 06/09/21 I get an aggressive email demanding I send in the proof. I go on chat, tell the person that I have sent it, they said I have to provide a full surveyors inspection on my house and my house and contents are not insured! This is terrible, they have my money, but not sent it back, claim they can't get me insurance today and they are trying other companies. So I call some up myself and many have no issues insuring my house, so I go back to chat and try to get my money back so I can get insured ASAP with another company, no joy. The staff are so rude and argumentive, almost childish with the sarcastic and aggressive comebacks! I feel totally discriminated against and really badly let down by this company!

Update 8/9/21 - chasing them up AGAIN!

Is this a correct link to post the review?
There is no website named onecallinsurance.com.
Looks like a spoof to weed out negative reviews.
Should we all post reviews on onecallinsurance.co.uk instead?

I have just attempted to cancel my motor insurance policy as I have sold my vehicle and am unlikely to replace. It is made clear that if you make any changes on your portal all fees are cheaper, as opposed to dealing with a person on the phone or online chat. But, there is no option to cancel via the portal. I started a live chat and was told there was a cancellation fee of £55.99 to cover the brokers costs. This is excessive, so I asked why there was not an option on the portal, like other changes, to keep their and then my cost down. I was then told that they do not want to do that as want the chance to stop me cancelling !!!! So, you justify the extortionate fee as it takes your valuable time, but you chose to spend this time persuading me to stay ! that is scandalous and should be stopped !!!

Awful company stay away OK when they are taking your money but that's about all I can say about them.

Joined this on 5th June 2021, and had a windscreen incident telephone call via Yoga Insurance who acts for One call insurance and they referred me to Nationwide windscreen services. We both agreed to have it repaired today before 11.30am by telephone call Monday 14th and told them to communicate by text as I'm deaf can't hear phone or voicemail. I told them I'm essential key worker and required my car to access work and delivery too. Unknown to me they left a message on voicemail knowing I'm Deaf instead of email or text message under equality act and BSL Scotland Act 2015 and disability discrimination Act 1998 reasonable adjustment. That failed.
Also discovered I've been missold a policy that this insurance uses the nationwide windscreen services that is all based in South of England and no offices in Scotland at all. Why are they not using Autoglass to cover their backside and be more transparent and accessible for other nations in UK to benefit from. Guess what was on the message in the voicemail which was translated by work colleague.. The driver is on annual leave!! Aye right, they are boozing and watching England v Scotland game today at Wembley or pubs. The driver wasn't on annual leave when it was booked for on Monday 14th?? As that would have meant 10 hours round trip and missing the game!! Had I known this they nationwide should have told one call and yoga insurance to provide me a car as they cannot honour the contract services for these insurance and nationwide doesn't open on Saturday or Sunday as had to wait til Monday to make first contact!! So try explain your wording nationwide only based in England, and 24/7 but doesn't operate on Sat night, all day Sunday and opens Monday which is why I've been told via interpreter today to wait for a call back on Monday and I said how as I néed to know due to work commitments by other accessible 14 miles away!
Guess what they hang up the call in front of interpreter via contactscotland BSL Video relay services. As the truth was too painful for them and decide it was good enough to abandon vulnerable deaf worker without any means of transport to continue work access and taking my disabled wife to diabetes dialysis appts on top of that. Will not be renewing my insurance with these cowboys next year even I've been with them 14 days!

Renewal quote was nearly twice a quote from Hastings. It was 10% more than last year. They wanted to charge a £30 renewal fee and 22% apr. Absolute joke. Also, when I changed my car last year they charged me an absolute fortune.

John Radford should resign.

Unbelievable, This is not a real company Almost 2 days I am not able to access self portal or contact customer service or even webchat. OneCall insurance Server went down. I am unable to obtains my insurance certificates.

This is the message i am seeing on their website since from two days

"""" NOTIFICATION - IMPORTANT NOTICE! UNFORTUNATELY WE’RE EXPERIENCING SOME TECHNICAL ISSUES, MEANING WE’RE UNCONTACTABLE VIA TELEPHONE AND LIVE CHAT. WE’RE REALLY SORRY FOR ANY INCONVENIENCE CAUSED. PLEASE BE ASSURED THAT WE’RE WORKING TO THE BEST OF OUR ABILITY TO GET THIS SORTED AS QUICKLY AS POSSIBLE. THANKS FOR YOUR PATIENCE"""""

Korrie (KH5) was very helpful in providing update to policy

I could hardly wait for my renewal date..... So l could leave!
Why - because One'Call' the clue is in the title ensure that you have to 'Chat' rather than call. Phone numbers have to be googled and then even at 2pm the message says lines are closed. l spent 3 hrs trying to cancel when l got a new vehicle ended doing a MTA insteadas so much hassle, at that stage l thought if it was tough then what would the claims process be like?
But be warned... When my auto renewal came in l advised do not renew but got a bounce back on the email address provided .
It then took 5 attempts over 2 days to literally beg the girl to cancel it.... Repeatedly.
If my quote elsewhere was & £200 more l would still have left as an inability to contact a company when you need them is a cue to go elsewhere.
Turns out Directline were & £120 less for an enhanced cover....
Give the company a win berth.

None of the operators wants to help… they just pass on the ball to other departments. What a waste of money. Stay away from onecall. I have water escape under my bath, emergency team comes in and instead of isolating water from the bath, finds it easier and continent to cut off the cold water supply, so, can’t use my bath tub as well as the WC. And no one is interested in helping me fix the issue. Even after promising me the world if I buy and pay extra money to get Executive cover.

Requested basic add on driver but due to them being 33 years old they did qualify to be added until they are 34 years old. What a shocking service. My add on drive has NO convictions, points nothing. I have 7 months left on my policy but they would be happy to cancel this policy and give me a new 12 months policy for £485. Shocked.

Impeccable service. Never made an insurance claim before, but great telephone service, multiple booking options, a call and text to confirm arrival time and a speedy windscreen replacement! Couldn’t recommend more

My query very efficiently dealt with by JL8

It was necessary to contact them 4 times after taking out the policy as they sent a letter advising that my policy would be cancelled, without any explanation. After these calls it appears to be resolved. The operators on the live chat are helpful, but it is a pity that the first impression has been tainted.