Debenhams Car Insurance Reviews

Name: Debenhams Car Insurance
Rating: 4.08

4.1 Rating 1,860 Reviews

79 %

of reviewers recommend Debenhams Car Insurance

Company Reviews

Metrics

4.1

Based on 1,860 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Documents Delivered On-time	Greater than 69%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	4.1 out of 5
Cancellations & Refunds
Cancellation Process	Difficult

Visit Website

Phone:

0871 522 5050

Email:

customerservices@debenhamstravelinsurance.com

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Disgusting customer service haven't got a clue, i can't even repeat what I want to say”

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Posted 9 years ago

“The worst insurance experience ever! I never got confirmation of my insurance purchased onlne so I had to phone up them. I was told all insured. Only to get a threatning letter from lance managing director saying I was going to have my policy cancelled. I had to send off a list of different bits of information non of which I have needed for any other car insurance I've had. I then got a second threatning letter saying I am now breaking law driving my car. The letter that they send based on the date on them take up to 5days to arrive making response tricky.”

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Posted 9 years ago

“This company is a scam and an absolute joke!!!!they make u think there an English company called debenhams but really it's mainly based in South Africa so it cost a fortune to call them.ive been passed around the bush from one person to another my claim as been goin on for 7. Wk now with no courtesy car.stay away from this company at all costs!!!!!!”

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Posted 9 years ago

“Excelent price!”

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Posted 9 years ago

“Very good price for a renewel pack! Also i like the way they comunicate by email and texts.”

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Posted 9 years ago

“I took out insurance with Debenhams before I found the negative reviews, as the quote was considerably cheaper (there was another, cheaper quote but with a company I had never heard of. I wanted a name that I believed I could trust). I have to say that the process was very easy and I have had no problems. The instructions were easy to follow and there were useful links provided. After entering all the details and purchasing cover my documents, including certificate of insurance, were emailed the same day. I had to email copies of my driving licence summary and evidence of NCD, which I did using the link provided. I asked for an email back to confirm receipt and had a very courteous reply within a couple of hours saying that the documents had been received and that my insurance was fully validated. Hopefully I will not have to make a claim, but so far have no concerns. The only thing that did not quite work was that when using the link provided to email licence and NCD documents, the proposal number did not pick up in the email header. I copied the proposal number from the original reply and pasted that in, I recommend you do check this if using the link.”

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Posted 9 years ago

“Customer service is the worst we have ever come across. Completely unhelpful. If I hadn't already paid in full I would cancel my policy.”

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Posted 9 years ago

“Worse insurance company I have ever dealt with they kept on asking for photos of the driving licence and driving licence summary and NCD and do to some computer issues I had to send them separately thinking that they would keep a record of the documents received but nope every time they would ask for the same documents again and again even though they have already received them.”

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Posted 9 years ago

“As with many other customers, I had my insurance cancelled with no warning. They claim they didn't receive my documents yet managed to process my first two payments without issue! Absolutely furious with this rip off company.”

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Posted 9 years ago

“At first I was sceptical to take out car insurance with Debenhams insurance as I had saw so many bad reviews online that it put me off. I asked for some advice on a local Facebook selling page to see if anyone had been insured with Debenhams before, and I received only positive feedback. But it seems these days people will only post feedback when they've had a negative experience to vent their frustration, hence why there are very few positive reviews for any company, especially smaller ones. I was still worried, so I spent time searching for a cheaper quote and couldn't find one anywhere. It turned out this company and Go Skippy were the cheapest, and they are both owned by the same company (Eldon Insurance Services). I did I lot of research before even considering using Debenhams, and after speaking to a very helpful man on the phone, I decided to go for it. The name of the man I spoke to was Paul Thompson, I highly recommend asking for him his customer service skills are very good. I was concerned about the bad reviews I had read online and told Paul of this, he put my worries to rest. The call centre is based in South Africa, so you will need to make sure you spell everything out to them correctly due to the slight accent barrier, and ask them to spell it back to you so you know it is correct. This company will charge you admin fees for any incorrect information you supply, so do make sure it is 100% accurate. I noticed that my title had been entered in wrong and asked them to amend that while I was still on the phone so there wouldn't be an admin fee as that wasn't my mistake. This was done without question and the new paperwork emailed out to me immediately. They will ask you to email them a copy of your driving licence, licence summary and no claims discount (if you have it), for the policyholder and named drivers. I emailed this a few days after I started the policy and asked them to email me back to confirm it had been received. I received this email the following day (I emailed late at night) and then received a text to say they had received all required documentation. So far overall I am very impressed with the customer service I have received from Debenhams car insurance and Paul Thompsn, I do hope it stays that way. I have only given 4 stars for now and I will come back to update my review further down the line. If this level of service continues I'm sure they will receive 5 stars from me. The only thing I think this company could improve on is how quickly they answer the phone, be prepared to be on hold for roughly 10 minutes when you want to speak to anyone.”

Helpful Report

Posted 9 years ago

“STAY AWAY This company was very good and affordable when coming to purchase my insurance well when I thought. I paid extra for legal cover and windoescreen. I had a car accident on the 11.12.2015. I was travelling doen the a1 when a lorry went into the back of my vehicle whilst travelling home with my partner and two children. They are not helping me what so ever and took curtsey car off me. Leaving me without transport. My dad has kidney failure and depends on me for transportation. To this day ive had no help what do ever to which has lead me to proceed my complaint to the financial ombudsman. DO NOT GO WITH THIS COMPANY”

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Posted 10 years ago

“BIG FAT RIPOFF. They seem to have decided to make money by defaulting to the small print and living off the penalties. They cancelled policy with no notice after a few weeks and refund the cost less £110, around1/3. They say its because they did not get proof of NCB which is a blatant lie. They have ignored all correspondence before and after so now I shall report them to the ombudsman. The company is a scam and I would advise EVERYONE who has been ripped off to report them to the insurance ombudsman. http://www.financial-ombudsman.org.uk/publications/technical_notes/motor-insurance.html who will charge the scam company for their investigations and then issue penalties and compensation.”

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Posted 10 years ago

“DO NOT PURCHASE DEBENHAMS CAR INSURANCE...PLEASE, DO NOT PURCHASE! I took out a car insurance policy with Debenhams, thinking this was a reputable company that seemed to offer a fair price. I looked at the reviews after signing up (big mistake I know, ALWAYS read reviews BEFORE buying anything from now on!) and they were appalling. As they have a 14 day cooling off period I decided to cancel my policy after reading the horror stories, grudgingly accepting the fact that I had to pay a £20 cancellation charge, which was made clear before purchasing to be fair. Anyway, they say they are going to refund my annual premium, but £60 less than what I paid; I can't see anything in the paperwork saying that I have to forfeit anymore money than the £20 cancellation fee, other than the cost of insurance used so far, which is just 2 days! I have phoned and e-mailed their customer line for clarification on the matter and after being cut off, then passed around from person to person over a duration of 60 minutes over the phone, I was told that the only person there that can calculate the reasons for my refund was not there. I phoned another Debenhams line about this but they gave me a 'Head Office' e-mail, which I don't expect much from to be honest. The call centre staff have no idea what is going on about anything to do with insurance or customer services. I'm glad I got out when I did, but I dread to think what the process would be like if I had to make a claim. In hindsight, their paperwork and website look very unprofessional, with spelling errors all over the place - I wish I took this as a sign! So, from now on when buying car insurance I'm sticking with ones I know of in advance, have UK based call-centres, don't rely on e-mail communication, and not the cheapest on the comparison lists as this probably equates to poor service. Steer clear of them! (Pun intended!)”

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Posted 10 years ago

“I went with debenhams car insurance as it was a cheaper option on the comparison website and i thought it might be trustworthy given their stance with the retail store. HOWEVER, it turns out they have some nastiness hidden up their sleeve. Once i had sent the photo evidence of the driving license, they thanked me and proceeded to request a further £113 to cover admin fees for updating some information which they did not specify. The letter also stated that i must call immediately to pay the fee otherwise my insurance would have to be cancelled! The fact that they could have the cheek to request such an extortionate figure for some admin for something which they couldn't even explain to me, is sneaky and greedy. i do not intend on paying it, i just hope they refund me the full insurance so i can go with someone else!”

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Posted 10 years ago

“I totally agree with everything i am reading on here, and i too wish i had read reviews before purchasing my car insurance with daylight robbery DEBENHAMS, i don't know how they can get away with treating people so disgustingly, i have wrote to the FCA but as yet had no reply, maybe they are owned by Debenhams as they are just as useless, my case goes is that i went on a comparison website their price came up, looked good, so i went with them, paid all the fee upfront, sent them All the documents they asked for, we email back and forth a bit, then all went quiet, so i presumed all was ok, FAR from it out of the blue i had an email to say they are not happy with my 10 year plus No claim discount, they wanted an expiry date, when i emailed them there isn't an expiry date as it is still on a vehicle that we own, they came back with it cannot be used on two vehicles, i did not know this, they then emailed me to say i would have to go to a zero NCD, my reply was how much extra would that be, only to find out it would be an ADDITIONAL £598 on top of the £304 id not long paid, i had no choice but to cancel, well the outcome was after numerous emails phone calls, getting hung up on, sooooo rude people, they ROBBED me of £216 with no explanation to this day of how they got to that amount of money for 18 DAYS insurance, i repeatedly requested a breakdown of costing but nothing came through, they are a nasty horrible firm which should be looked into by ROGUE TRADERS,come on Matt check them out, this is not right, YES i am fuming, money is tight and i HATE getting ripped off, my blood is boiling with these people, especially that they keep doing the same thing and we just got to put up and shut up, where are the authorities....and where is my MONEY...DEBENHAMS YOU ARE NAMED AND SHAMED.....”

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Posted 10 years ago

“DO NOT GO WITH THIS COMPANY!!!!!!!”

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Posted 10 years ago

“DO NOT USE. Came across the site via price comparison site confused.com. Gave me a quote £212 went to buy it doubled. Called customer service to be passed around from pillar to post. basically called me a liar Emailed the photo evidence stating my quote and when it ran out to eventually be told I would get the price stated and would be called back. Nobody called. Called them several times throughout the day ( day before old insurance ran out) to be told I had to wait for the original person I spoke to get back to me. My insurance has now ended still waiting for a call. Disgusting rude un helpful AVOID AVOID AVOID DEBHANAMS SORT THIS OUT”

Helpful Report

Posted 10 years ago

“I wish I had come upon this site before I purchased my insurance though this "company". This was my first car so I didn't really know what to expect. I purchased the insurance in January 2015 and paid for the whole year upfront. They emailed me a few days later to ask for my documents, during this time they advised me that I had accidentally selected provisional as my licence type and would have to pay £400+ to change this or they would cancel the insurance. I paid the extra as I needed to use the car daily and they advised that if I wanted to cancel I wouldn't get a refund straight away (therefore meaning I couldn't purchase any other insurance elsewhere). I had an accident in March (my fault) I made a claim, no problems they just advised my quote would be higher next year. It is now October 2015 and I have had to get rid of the car because the cost of the repairs is more than the cost of the car. So I called to cancel... They said they only accept cancellation via email. When I questioned them if an email is a safe way to accept cancellation they said yes. Very rude when I suggested that anyone could cancel someone else's policy this way. Anyway basically they told me that I am not entitled to a refund of the 3 months left on the policy because I made a claim in the past. I was not told this when I made the claim first time round, and the guy I spoke to today was not very helpful in explaining this. I would not recommend this insurance unless you enjoy stress and being handed extra charges at every chance possible”

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Posted 10 years ago

“We have a Debenhams Car Insurance policy that has been used fraudulently against our address and we have tried several times for Debenhams to cancel, after the 3rd attempt I was put through to their ' customer service team' what a joke.. and how rude. Such an unhelpful person who was 'telling me' how I was wrong, and would do nothing to help.. Her attitude was a disgrace, her manner and tone was appalling, when asked to be put through to a supervisor or a manager, how convenient none were available - serious TRAINING needed here Debenhams, you have also lost a UK customer to not only your services but your retail outlets as well.”

Helpful Report

Posted 10 years ago

“As per a few reviews i seriously wish i had read this before entering into anything with Debenhams Insurance. They set up my policy to the wrong date and then wanted to charge me £236 to put it right, after speaking with 3 different advisors i am finally told i have to cancel the policy and re-start it! Dreadful customer service, no-one to talk to in the cancellation department, you hae to email them and you get a generic email back stating they will do their best to deal with your email in 2 days!! Never heard anything so damn stupid. Going by the service received so far i think i can write off my deposit. A disgrace to Debenhams and i should think could have serious adverse effects on many loyal Debenhams customers! My advise, STEER WELL CLEAR.”

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Posted 10 years ago

Debenhams Car Insurance is rated 4.1 based on 1,860 reviews