Impossible to communicate with this company. Their 'LiveChat' is exceedingly difficult to find and to access. On trying I was 32 in the queue and had to wait for ages to commence the chat. They publish no email address or telephone numbers. When I succeeded in getting on 'LiveChat' it was cut off when I queried their demand for a £39 admin fee because I had mistakenly not completed no-fault accident details. I asked where to send proof of no-fault but am still awaiting details and cannot find how to upload on their website. When I asked for the cost of cancelling my policy I was told £91.61, refund £23.77 from the less than a month old £114.38 premium paid for motorcycle policy. The worst insurance company I have ever dealt with. I will be taking this complaint to the Insurance Ombudsman. NOT IMPRESSED! read more

On 2 occasions trying to change my motorhome insurance to another one I was buying, first time after giving them all the details, they would not quote me till I was ready to buy it ,this took me 2 hours. The next time I tried to get a quote for the same motorhome, they told me I couldn't change it on the policy I had with them, even though it was on the same chassis just a different make of motorhome, they told me I would have to cancel that policy and take out a new one ,this I did with a different insurance company, that you could speak to a real person. I went to cancel the policy that cost me £273 but they told me there's no refund due, I'd only had the insurance for 3 months, no claims ect ,total rip off, would no recommend this company, onecall read more

Took a full years policy charge from my account, without my permission or awareness. Despite my having an alternative provider in place. Took me weeks to get some of the money refunded, but a lot was not returned, citing cancellation fees and other charges. This is theft in all but name! read more

Wankers sent a letter on the 23rd of the month stating that I'd missed a direct debit and policy would be cancelled on the 30th of the month... I wasn't aware of the problem with DD and received the letter on the 1st of the next month!! Now they have cancelled my policy... read more

How can you call yourself one call when I can't call you and speak to someone can't get onto live chat exceptionally poor service all round wouldn't recommend this shower at all read more

Steer clear and protect yourself from unforeseen payments being withdrawn without consent!

AVOID .. NO ONE THERE TO MAKE A CLAIM!! BE AWARE. THEY WERE NOT AVAILABLE TO MAKE AN URGENT CLAIM. THEY DO NOT RETURN CALLS. IF YOU CANCEL THEY USE DEBT COLLECTION EVEN BEFORE THE POLICY HAS LASPED. A V O I D. A V O I D. A V O I D. Being elderly, alone and in poor health my insurances are vital to me. They provide me with the security and peace of mind knowing that I have help in any emergency if anything is wrong with my home. I have needed to claim twice both no being paid as no one was available to take the calls. I could not get a response when water and effluent was bubbling up through all sinks and plug holes and so I had to pay £360 to have the emergency repair done myself. When someone eventually answered to get payment they said they won't pay as it was not authorised .. regardless of no one answering my calls. Second time it was gale damage. This time someone did answer and gave me a tel no for the underwriters. I was told they would respond within 2 hrs. THEY DID NOT RESPOND AT ALL after 7 calls, 4 messages left. And so again I had to pay for the repairs myself. AS I WAS TOTALLY UNABLE TO GET THE COVER I PAID FOR I HAD NO CHOICE BUT GET THE PEACE OF MIND OF A POLICY WITH A MORE REPUTABLE COMPANY .. ONLY TO BE RELENTLESSLY PURSUED FOR £111.00 CANCELLATION FEE. read more

Totally untrustworthy. They direct you to use the online portal. There is no phone number. When you get to the portal, expecting to find the Live Chat as the letter says, there is no Live Chat. It's just a never ending circle of referring back to the home page. The only way to access the Live Chat is to go to Make a Complaint (if you can find it). Then you can use the Live Chat. And then you find they don't honour things anyway, but that's another story. read more

Communication is extremely poor and unprofessional. Telephone lines refer to the web page and then cut off. Web page full of apologies and faults. Left hanging without resolution and nowhere to go. My advice, avoid this company even at the expense of the more popular options. read more

This company appears to have nothing to do with insurance but are simply cash collectors who pass on your policy to real insurance companies. When my car was written off there was no way to speak to these people. They dont have an email address or phone line. All I got was illiterate people on text chat telling me I had to speak to the underwriters and that they had nothing to do with it. read more

Why can't I talk to a human being, my computer is so slow I'm getting very bored and frustrated,in fact, I am going to talk to other insurance company's by phone , as it seems you are unable to use one read more

Trying to get hold of anyone by phone or getting the right department on the online chat is diabolical. Never experienced anything like it before. I've excepted a quote off them on a comparison site, and can't get to speak to anyone , even online chat, which told me I contacted the wrong department. Massive queues on the online chat. Horrendous. read more

I scrapped my car in December 2020, wrote and told One Call and asking for a refund of the 10 months unused insurance with no reply. 13 February 2021 wrote again with photocopies of receipt from scrap yard and DVLA note confirming scrapping. No response again. Then I received a letter from One Call warning me not to drive the car because it had disappeared from DVLA Insurance register and threatening further charges to cover their costs in cancelling the policy. read more

All I am trying to do is cancel my policy because I have sold my car. IT IS IMPOSSIBLE to do. Constantly sent in circles by the so-called customer services and live chat I am 28 in a queue. So I have cancelled my direct debit and then no doubt someone will come to find out why. I have another policy with One Call, but I will not renew again. read more

Basically this company needs investigation, I have contacted the regulator. They try every trick to void your insurance and then keep as much money as possible using over complicated process and hide behind a policy of no calls or emails. Basically scam artist in fancy suits. The worst kind of scum. read more

Liars and fraudsters. Liars and fraudsters. Up until recently I had this insurer for my hubby's car. Then weeks after policy finished they raided the bank card for just over £103 for no reason and without warning (despite promising and emailing to say on the 5th feb that the card authority had been cancelled their end). Went on live chat and on many occasions I caught the operator (Claire t) on lies (that's how blatant she was) and agent Also argued and heavily insinuated I was the liar (I asked for info on how to send a file over to her to back my claims and she ignored this). I was promised a email from a manager - but nothing. Next day back onto chat and spoke with Aaron c and again just like the previous agent I caught him out telling lies on many occasions. The excuse for no email "oh well we have 48 hrs" well why not say that previously. Still waiting for my email from the manager - the only thing that coincides with the two agents is that the manager is a she. PLEASE PLEASE I URGE ANYONE PLEASE DO NOT USE THIS COMPANY. read more

After my wife locked us out of our house I wanted to call one call to understand how I use the home emergency cover. But there was no phone number on the website, the web chat wasn't working and when I eventually found the number thanks to a web search, you spend over 3 minutes listening to a machine and you are lucky if that ends up getting through to a human at the end. All this, and they wanted to raise my annual cost by almost £100 next month. No way. Bye bye. read more

If I could give Onecall minus 50 stars, I would. They are worse than bad at customer service, they are criminal. Firstly, you cant get through to anyone, you have to use 7t my V5 and car key, it took them 2 weeks to collect My car from the police compound which racked up huge compound fees and resulted in the police threatening to sell my car at auction if it wasn't collected. Then when they eventually got my car, they took it miles away, up to Glasgow for repairs which is over 3 hours away, they have closer garages but we're purposefully racking up the fees so they could write the car off and sell it cheap at auction rather than repair it. they didn't even assess the damage for weeks, their manager John Love at the Glasgow O C Motor Repairs called me from his mobile and told me about all the mess in the car that the thieves had made, he clearly didn't know if looked around the car with the police while it was in the compound and it was fine beyond a couple of scratches!! john assured me he'd get back to me, the next day, which he didn't. I'm still waiting. These are a bunch of criminals, you should never ever have anything to do with them. read more

Terrible service. Changed my car after 2 months insurance and they wanted to charge me an additional £300 almost double the original insurance plus £35 admin. I cancelled the insurance and they charged me £85 even though I only had the insurance 2 months. read more

Garbage service.when received a policy it was wrong asked for reqoute,having already paid a deposit.decided to cancel.they wouldnt give me my money back bearing in mind the policy would not go live till 3.5 weeks after.After threatening them with ombudsman*this is through their crap chat site*they offered me a £9.80 refund which I refused.beari g in mind I had paid them £38.40 deposit and they wanted to charge admin on top for refusing their quote scandalous. read more

Awful Company, they know how legally still money from you. After pay my car insurance policy in full suddenly after 20 days they have charged £200 more on my credit card supposedly for fault claim. Funny enough they do an automatic renewal of your policy, they don't ask questions they just take your money. And then they can overcharged without notification because they are brokers and the insurance just notify them. Excuse me? read more

been trying hours when you get through they send you to somewhere else and then cut you off. shambles of a company

my mother moved house on the 12th of October, she has been insured with one call from may, so not too long. upon contacting one call to let them know about the address change, they said that it is not possible to update to your new address due to the insurance company (Ageas) not covering that area..... we will give you 7 days before WE cancel your policy. we can set up a new policy for you though at more than DOUBLE the cost of the original policy, my mum declined for obvious reasons. after sorting a new policy out, from moneysupermarket for less than the one call policy, today she had a letter from one call, demanding payment for a cancellation.... THAT THEY DID! we did not request this, all she wanted was to change her address, thats it. no phone number to call anyone, only live chat which honestly, is no good for the elderly like my mother, she is 68 and cannot use a computer ETC. after myself spoke to the adviser, she didn't seem to understand that we was not told about any fee during the first conversation. long story short, a VERY disappointing experience, with fees that were not disclosed to begin with all because of an address change, which if not paid, legal action will be taken. Very, very disappointed, we will not be using one call again. i would understand if she moved to Beirut, but chesterfield.....really guys?! if you are moving house, good luck. read more

I changed my vehicle and completed the details on line, so no member of the One Call team was involved, but was charged £24 in admin fees.... for what???? read more

Had the most awful experience with these people. Took out their 'reasonable' home insurance policy ... and was immediately charged (separately) £40 more than was quoted. No shame. When questioned (one hour 'on-line chat' going all the way to a manager!) they persistently insisted that I had selected extra cover which I had NOT!! I told them that I did not trust them and with me being 2 days into the 14 day 'cooling off' period I'd like to 'step away' and get my money back ... 'No way Jose!' .. that'll be a £50 fee. Thieves I tell you ... stay well away. read more

What a joke of a company filled in all details correctly on comparison website got transferred checked all details were correct and bought policy then when I received documentation there were errors i called to correct this unfortunately no joy with the adviser telling me its my fault because i filled it in incorrectly and more or less accused me of giving false details when I clearly stated i have been insured for a number of year but made a claim this year on my home insurance policy once I received documentation I called to correct this as the number of claim free years was incorrect and wanted to charge me an extra £120 pounds so i refused and asked to cancel the adviser was a little bullying and wouldn't honour the 14 colling off period threatening to sent me to dept collection agencys only taken policy out afew hours ago not even active why should have to pay £70 pounds charges for a policy that wasn't even active. The company a blood joke read more

Absolutely shocking company, came up cheapest on comparison site and now I know why! Only been with them few months and in this time they have contacted me 3 times each to extract more money from me...1) said I hadn't disclosed a previous claim on house insurance that happened 5 years ago, I had genuinley forgot about it and still can't recall what is was but was made to feel like a fraudulent criminal, 2) My wages were paid in late so 6 of my monthly direct debits didn't clear, all just attempted to retake payment apart from One call who charged me £15 and again were quite nasty. 3) Moved house and they cancelled my insurance because I didn't know when my new house was built!! I tried to resolve via live chat as they have no contact telephone number or address and they were absolutely useless and could not find any record of me, I have now been charged £115 cancellation charges, THIS COMPANY NEEDS TO BE LOOKED INTO read more

Awful customer service. Can't be contacted - phone lines not working, customer portal broken, live chat not working, first year car insurance was cheap but second year way too expensive (LV £100 less), said policy was on continuous renewal (wasn't - never use that!), so had to get the bank to block their payment. Stay away from them!! read more

First of all One Call phoned me even though I had selected not to be called by the two cheapest quotes on the comparison site. They then sent me a pin number to log in to my account, so I went to their website and there is no option to log in. So I asked them on their live chat where they told me that they would email me a link. This goes against all the anti phishing advice, where it says that you shouldn't click on links on emails, and that you should go to the official website and click on the login link on there. I was unhappy about their security and asked how long it would take to get a refund if I cancelled, only to be told it would take up to 8 weeks. This is against distance selling regs. The conversation went on with her telling me loads of untruths, and refusing to pass me on to a manager. So I phoned their customer service, got cut off once, then eventually got through. The recording at the start of the call said that i could access my account through their website, but you can't. I then had another conversation where I was told that it only takes 3 to 7 days to process refunds. But she said that they charge a £49.99 cancellation fee, even during the statutory two weeks cooling off period. this is also against distance selling regulations. read more

I had to make an alteration to my policy 8 days in, they sent a letter out 5 days later in the post that arrived 4 days after that stating they are going to over double my premium. Of course i than tried to cancel but was out of my 14 day cooling off period and they would only give me a fraction of my money back!!! AVOID ONE CALL AT ALL COST!!!!! VERY DISAPPOINTED !!!!!! read more

One call insurance- not a single person I've spoken to was nice. Everyone was short ant slightly unpleasant. I have sent requested documents and still have a problem with getting my no claims bonus. No one has actually resolved any issues and they just sending me emails asking for ago of revue!!! So far I would NOT recommend onecall to anyone! Very poor service!!! read more

Not too happy with the extra charges for simply changing my address,I can handle the £35 admin fee but the total amount was £103 .65 for what reason I am not sure. So I will now be considering not renewing my policy once it has come to an end.I have another vehicle Insured with another broker and for the same request was charged £25 in total,so that is where I will be favouring when the time comes. read more

DIABOLICAL Service!! They don't answer the phone, they don't reply to emails, they don't ring you when promised, oh...except if you are ringing to take out a policy.I strongly urge anyone to avoid this outfit like the plague!! I think it's one man operating from his back room ?! read more

Disgraceful customer services!! Ridiculous practices regarding the provision of proof of address. Which they then used as an excuse for cancelling my insurance and retaining ALL of the premiums paid, which I paid in advance for the full year. They also retained ALL of the premiums paid for Platinum Breakdown Cover for the whole year, which I had also paid in advance for the full year. THIS COMPANY STOLE MY MONEY. Having informed them of my change of address, they increased my premium, which again I paid in total (moved round the corner, to a house with off road parking and an alarmed garage). My royal mail made a hash of my mail and for a period of 2/3 weeks were returning all of it to the senders, by mistake. One Call then sent me a letter threatening to cancel my insurance and demanding I provide further proof of my address, I called them and confirmed I had received the letter which they had sent to the address which they had on record for me, as stated on my policy, which I had informed them about, and for which they had charged me an additional £50 approx., for informing them about. I explained that there had been a problem with the post and that as I was now calling them to discuss the contents of the letter and quoting the reference number and confirming that their records of my personal details were correct. They weren't interested in anything I had to say and despite having fully paid all of the yearly premiums in advance, they threatened to cancel my insurance if I didn't provide them with further documentary evidence of my address within 7 days. I then uploaded a photo of a utility bill onto their website, a few days later I received a letter (at my address, which they had on my policy) informing me that they had cancelled my insurance. (before the time span had expired) I called their so called Customer Services team, they claimed they didn't receive my uploaded letter, and despite my protestations weren't the slightest bit interested in anything I had to say. DON'T TOUCH THIS COMPANY WITH A BARGEPOLE!!! I have never experienced a company who talk to you and treat you as if you are a criminal attempting to defraud them!! Out of what? Your own money, which they already had. A very deliberate abuse of their own company policies (exclusive to them, to win their own little award) but more significantly they believe they are justified in taking your money, and not providing the service for which you have paid, they then keep your money, and claim that you are at fault for not jumping through their hoops They also attempt to claim that they are enforcing the law! Ludicrous, I have never even heard of another company employing this tactic. Its nothing short of extortion. I will never use this company again. I have advised everyone I know never to use them. I would strongly advise anyone even considering using them, DON'T!!!!! read more

Numerous phone calls and 2 E-Mails to this company and still not managed to contact a human being to talk to. If anybody wishes to cancel their insurance with One Call best of luck read more

Think three times before you use this company! Truly terrible and incompetent company, they have had there money so I am stuck with them for 12 months but there will be no repeat dealing with this outfit , star rating should be minus five read more

Been trying to get hold of someone to change policy to a new car for 2 days now, cannot get through, keep getting mails back saying "try the phone number again it should be ok now !" Guess what folks It still does not work, why can no one call me you have all my details on file !!! Or am I being unreasonable ? I no longer own the car I am insured for. Cheers one call..... read more

Just changed cars from an EOS 2.0L to an Audi A3 2.0L. Extra £117.00 to do so incl a £55.00 'admin fee'. Was really happy at the original premium of just over £200.00 but this means that I will not be using or recommending One Call again. Feel extremely ripped off... read more

Beware customer service is awful tried to ring but was put in queue of 24 twice call rate for their customer helpline is over £1 a minute, tried to cancel insurance via e mail, refused to acknowage this by saying I had to ring to cancel so charges for cancelling even in cooling off period £49 plus call charges of minimum 10 min wait on phone almost £60. read more

took out insurance for my wifes car after I had payed was told I must photocopy mine and my wifes licences both parts and send them to them also proff of no claim bonus had to b posted to them before 7days after the policy starts send documents as a email couldn't read them rung up next day to have a word was cut off twice was on phone 4 58mins before phone was answered so I thought if this is the way they treat there customers I will cancel policy and go elsewhere but was told if I cancelled I would have to pay £49 cancelation fee and the policy hasn't even started so am not best pleased and am seeking legal advice read more