Prominence Support Reviews 117

Experiencing difficulties reaching customer services can be frustrating, especially when you need assistance with a payment issue. Left waiting for too long, kept being told I was number one in the waiting list. Just gave up, tried other departments, no use just didn't work.

Had 90 pounds taken out of my account today even though I haven’t taken out a product with this company or should I say scammers

The latest paper contract I had with the company stated that the insurance was all you had to pay in event of a claim,I was surprised to be charged an extra £60 on making the claim. This with the premium came to the price of the model they supplied so I felt a little cheated.

I have been pestered by their agent trying to get me to renew my insurance with them. This started in Late March early April even though it is not due until June. Have requested him not to keep ringing me, but to no avail. Today I have been contacted by my Bank as they declined Promince’s request for payment. Thank goodness the Bank did, as I will not be renewing this year. The knock on effect of this was the bank also stopped my card. This has now been rectified. However the same thing happened last year. Have no wish to use Prominence ever again.

Impossible to get to speak to anyone about getting a refund for payment taken for cancelled policy.
I have tried calling customer services on numerous occasions but all I get is the message telling me that 'You are first in line; all of our agents are busy on other calls' for over half an hour. I do not believe that there are any agents taking calls. I have also emailed about this and had no reply.

Update (21/12/23): had email reply to say policy would be cancelled and will receive refund in 7 days. Would be good if the company could answer phones as quickly as they can reply to negative reviews.

Had previously sent email with details of policy to info@prominence back in October, but received no reply. This time used the 'Contact Us' link - suggest other people try this way if suffering similar problems.

Additional update (15/1/24) refund has been received.

We enquired some time ago about covering certain household items, last week they have been calling several times a day even after explaining we no longer wanted the cover, I have emailed them, no response and so far today I have been on hold for 45 minutes!! Ridiculus company, the ring back option only meant as soon as I pressed 0 for the ringback, they rang and I went straight on hold again stating I was first in line. I was on hold fo over and hour and have a screenshot to prove it

I have cancelled my policy in 2021 and I got refunded but I got the same amount (£121.50) charged in 2022 in January and then again in January 2023. I have dropped them an email and was on the phone for 1 hr but no one seems to be bothered to reply back.

Update : I have received the money back and also received a call from them about this. thanks.

We had to make a claim for a New like for like Television as our old one gave up working. An engineer came round and wrote it off . A few days later we were sent a brand new Television like for like. We are very pleased with the new Television and the customer service and we willl be renewing our policy when it expires. Thank you. L Parducci.

This company is completely awful, wont reply to emails and cant answer simple questions. like what product are you trying to replace my broken item with. no picture no model number after repeated requests.

They refuse to send me a receipt which is all i am asking for.

Completely awful company.

The website is very easy to use and the prices are competative.

fast and price is great shame i couldnt cover my tv said i could but the option is not there.

Terrible Company. Took forever just to issue their Policy, I should have realized then that this was going to be trouble.
Made 1 domestic appliance claim in the year, but don't expect any kind of urgency in their response. After many phone calls they told me they had appointed a non-local repairer to turn up - 2 weeks later!
I ended up calling my local repairer, who came the next day. I sent them the bill which they eventually agreed to settle.
They have now sent me a renewal notice with a premium double that of the first year. Err..somehow I don't think I will be proceeding with that.

Had to tell them what replacement I wanted

Prominence replaced my dishwasher with one of similar specification. While I am very happy with the outcome and appreciate that this is an appliance cover and not for home emergency policy - it will be helpful if there is more speed and maybe SMS to notify customers of the next steps. Of course you may call and customers may not answer but with an SMS, the customer will pick up the message later. Overall I am happy with the engineer and replacement, they whole process took a couple of weeks and the engineer visited 3 days after the claim.