Name: Debenhams Car Insurance
Rating: 4.08

“I've been with about 10 different insurance providers and this company is the worst by far. Tried to change my address but said they can not change address on my policy unless I paid £430!!! I then went to cancel and now apparently owe them over £900 as well as the £430 even though they have still not changed my address. Have spent hours on the phone barely understanding the call centre workers who are extremely rude and don't let you speak which costs about £4 a time from a landline and sent about 50 email which practically get you nowhere. My policy is now cancelled but they are still sending letters to my previous address despite me telling them that I have not been there for 2 months! AVOID AT ALL COSTS. They will not be receiving a penny more from me.”

Helpful Report

Posted 10 years ago

“Dear God, I wish I had read these reviews before getting my car insurance from debenhams. Normally I read reviews before any purchase but because Debenhams is a big name I thought they will never con me!!!! How wrong was I. I purchased a car insurance on a Saturday for £420 and on Sunday after paying, it's gone down to £354. I dont know why I rechecked it to be honest. Anyway I called them since I am still within my cooling off period to either refund the difference or cancel my policy so I could buy it elsewhere and to deduct their £20 cancellation fee. Well after being passed to the 5th person, she eventually gave me the email to contact in order to cancel my insurance: cancellation@debenhamscarinsuance.co.uk email. I sent an email and was expecring an automated email to confirm the receipt of my email. After I didn't receive any confirmation email, I came online and found all these negative reviews. I am no longer sure I want to go through the stress everyone on here went through with Debenhams car insurance because of £50, so I am guessing to just spend the next 12 months with them and practically pray that no accident happens cos this way, they are not likely to pay up......”

Helpful Report

Posted 10 years ago

“I phoned the customer service department to change my address - they informed me that I would have to pay £90 in order to do this! I was really not happy with this, so I told them I wanted to cancel the policy - which I was then told would cost me £50 (even though I was still within my 14 day cooling off period!). I highlighted this to the agent taking the call, and they then advised I would only have to pay £20 to cancel during the cooling off period - why I would have to pay for this during a "cooling off period" I do not know. I asked the agent why I had to pay to cancel during what was supposed to be the cooling off period, and I received an extremely rude respond. The agent in question stated, and I quote "you only have to pay £20 - that is £30 less than £50. I'm so glad they felt the need to explain to me the difference between £50 and £20. Had the agent been polite and understanding, I would not have been so offended by the fact that I had to pay despite being in the cooling off period. Anyway, due to all of this, I decided to stay with Debenhams car insurance to avoid the hassle of finding another provider. I made a second phone call to go through with the address change, but was once again greeted by an extremely rude agent who told me (incorrectly) that I had refused to make the payment for the address change during the previous call. This agent then advised that the fee to change an address was in fact £50 and that my premium had increased by £40 due to the car being kept in a different location (the first agent had not made this clear at all). Again, I cannot see how Debenhams can ever justify charging £50 to change an address, let alone when the customer is in their cooling off period. I understand this is the nature of the insurance industry, but the rudeness of both agents I spoke to put the final nail in the coffin. I shall not be renewing my insurance with Debenhams next year.”

Helpful Report

Posted 10 years ago

“Just cancelled my car insurance policy as not only did they charge me £81 for the pleasure of changing my address,bumping my monthly payment from £50 to £88.99!! Besides this the 'customer service rep' didn't bother changing my address and I had to call a further 3 times to rectify this,also the 'rep' told me my payments were £74 pm and that I would receive written confirmation of this(I am still waiting 3months later!!) I listened to what the 'rep' was saying to me but every time I spoke she butted in,when asked if I could speak to her supervisor @1750 she said that the supervisor finished her shift at 1800,I then said that's ok then being as its 1750 she/he should be available then? To be informed that wasn't the case as they are an hour ahead of us because they are in South Africa!!! I then bid her god day and reminded her I was cancelling my policy forthwith appalling service won't recommend or use again ????”

Helpful Report

Posted 10 years ago

“The worst customer service and Stupid people I have dealt With. The email you and you reply then they tell You to reply from valid email. So stupid. They never do what they say and literally most infuriating company I have ever dealt with”

Helpful Report

Posted 10 years ago

“I had an insurance policy for 18 months on a car at £42 per month. Then I sold that car and bought a new one. I wanted to switch the policy over to the new car. In my opinion this should be easy and free or perhaps a small admin charge. It was going to cost me £125 to switch across and £55 per month. Similar cars? Unbelievable! I tried to explain why I thought this was ridiculous and I was met with rude customer service from overseas staff. No compassion. I went looking for other companies and found cheaper at £45 per month. I cancelled the policy with Debenhams. The email we are told to use doesn't get responded to: cancellation@debenhamscarinsurance.co.uk Use talk2us@debenhamscarinsurance.co.uk instead as it gets a response. I was told there'd be a £50 cancellation fee. This was a lie. I actually got charge £73.42. Some other finance/direct debit charges or something which sounded ridiculous and was not told about before. Anyway, they have lost out on £600-£1200 that I will likely pay at the new company. Do they not read the negative reviews they are getting online? They have the worst reviews and it is all true! Bad customer service, hidden fees and robotic overseas non-compassionate staff!!! Bring back English customer service! Stop all the fees for "REPEAT" customers! Reputation management begins with having a good service!!! Change your ways Debenhams!!! Peace!”

Helpful Report

Posted 10 years ago

“We bought car insurance from debenhams and paid full annual premium . As we bought new car which comes with insurance. We need to cancel our 3 month old policy. I have called customer service and they advised me to send email to cancelations@debenhamscarinsurance.com which I did but received mail failure notification. I called again and customer service gave me same address again. When I informed them this is wrong address. They said they have made mistake and given me cancelations@debenhamcarinsurance.co.uk. Now I have sent email but it's 2 weeks ,so far no response from them. Called again and customer service saying they can't do anything. So which mean I can't cancel the policy or I have to go to small claim to get refund. They don't ha e direct number to speak with cancelations. No direct number to talk to complaint department. Very frustrating. How such a big name debenhams can run flawed and fraud operation under theirs name.”

Helpful Report

Posted 10 years ago

“I bought the car insurance with Debenhams in may 2015. I actually renew my policy as the previous year I had it with them also. I was told when I was renewing it that I will be able to upgrade it to business use once I am back from my long holidays. It was a lie. When I came back from holidays and started my new job I tried to upgrade it to business use. I was told then that the company doesnt do it , which was not what the staff told me when I was buying the insurance. I asked how we can solve the problem and the staff did not have any idea how to help! I experience mainly very unhelpful and unprofessional response from the staff; they seem not to know how to help me or what sort of advice to give me. They were incompetent and didnt know how to deal with the situation. I asked what can I do now as they could not provide me with the business insurance I need for my work and one solution they found was to cancel the policy. They were not able to inform me how long will it take to cancel it or when will I get the refund and how much will I get. When insisted that somebody will answer these important questions for me they simply said that its not their deportment to deal with it. I asked then for the relevant numbers to call and talk about the cancellation but they said that they can only provide me with an email. I tried for 2 days to solve it somehow but nobody from the staff seemed helpful and competent enough to give me some good advice. They did not care that I will have to pay 600-700£for another policy without receiving the refund from them. I am extremely unhappy with the attitude of the staff and lies they tell to the customers without feeling responsible for their actions! Nobody even call to apologise for what happened. I spent 2 days trying to deal with it but I see that there is nobody to talk with in this place who would try to understand and help. I just had to buy another policy with Debenhams still not being cancelled as there are no numbers to talk with somebody about cancellation. I was being directed from person to person with no solution to the problem provided. Now,approximatelly 2 weeks later,I still dont know when I will receive my refund. As it was their fault,they said that I will not have to pay cancellation fee only to receive email with the amount of refund where they deduced from my insurance £70 pounds extra on the top of what I should be paying foor 2 moonths they covered my car.Such a cheat! Never ever buy an insurance with them! The worse experince with car insurance ever.”

Helpful Report

Posted 10 years ago

“I bought the car insurance with Debenhams in may 2015. I actually renew my policy as the previous year I had it with them also. I was told when I was renewing it that I will be able to upgrade it to business use once I am back from my long holidays. It was a lie. When I came back from holidays and started my new job I tried to upgrade it to business use. I was told then that the company doesnt do it , which was not what the staff told me when I was buying the insurance. I asked how we can solve the problem and the staff did not have any idea how to help! I experience mainly very unhelpful and unprofessional response from the staff; they seem not to know how to help me or what sort of advice to give me. They were incompetent and didnt know how to deal with the situation. I asked what can I do now as they could not provide me with the business insurance I need for my work and one solution they found was to cancel the policy. They were not able to inform me how long will it take to cancel it or when will I get the refund and how much will I get. When insisted that somebody will answer these important questions for me they simply said that its not their deportment to deal with it. I asked then for the relevant numbers to call and talk about the cancellation but they said that they can only provide me with an email. I tried for 2 days to solve it somehow but nobody from the staff seemed helpful and competent enough to give me some good advice. They did not care that I will have to pay 600-700£for another policy without receiving the refund from them. I am extremely unhappy with the attitude of the staff and lies they tell to the customers without feeling responsible for their actions! Nobody even call to apologise for what happened. I spent 2 days trying to deal with it but I see that there is nobody to talk with in this place who would try to understand and help. I just had to buy another policy with Debenhams still not being cancelled as there are no numbers to talk with somebody about cancellation. I was being directed from person to person with no solution to the problem provided. Now,approximatelly 2 weeks later,I still dont know when I will receive my refund. As it was their fault,they said that I will not have to pay cancellation fee only to receive email with the amount of refund where they deduced from my insurance £70 pounds extra on the top of what I should be paying foor 2 moonths they covered my car.Such a cheat! Never ever buy an insurance with them! The worse experince with car insurance ever.”

Helpful Report

Posted 10 years ago

“Unbelievable bunch of criminals who hiding abroad........never ever even try to do busines with. .......rip off in cosmic prices and charges. ........be careful -dont look for cheapest-you will pay twice. ......”

Helpful Report

Posted 10 years ago

“I cannot stress enough what a disgrace this whole process was, I am a first time driver and insurer on a provisional licence, I completed all the questions honestly and assumed when they asked for the date on my licence it was the date on the front as I had one previous that had expired so surly this had no relevance as it no longer existed anyway my error was rudely pointed out via email, so when asked for a contact number incase there are any problems or the very same form they didnt bother to use this, I called straight away to find out what I had done and how we could resolve this, ha! there was no resolution just an assumption I had been deceitful and they cancelled my policy without I cannot stress enough what a disgrace this whole process was, I am a first time driver and insurer on a provisional licence, I filled I all the questions asked and assumed when they asked for the date on my licence it was the date on the front as I had one previous that had expired so surly this had no relevance as it no longer existed anyway my error was rudely pointed out via email, so when asked for contact number incase there are any problems they don't bother to use this, I called straight away to find our what I had done and how we could resolve this, ha there was no resolution just an assumption I had been deceitful and they cancelled my policy without any call back from a mangager as eequested , I have been made to feel worse then a criminal because a criminal wouldn't get the same punishment of 5 years, yes now im left declaring a cancelled policy for 5 years I was only using the car to practice had only drive it for 1 hour now I'm being refused any refund of the £118 I paid upfront, left with the fear of God put up me and the car is parked up as I'm to frightened to go through this ever again, thanks debenhams any call back from a mangager as requested , I have been made to feel worse then a criminal because a criminal wouldn't get the same punishment of 5 years, yes now im left declaring a cancelled policy for at least 5 years I was only using the car to practice had only drove it for 1 hour now I'm being refused any refund of the £118 I paid upfront, left with the fear of God put up me and the car is parked up as I'm to frightened to go through this ever again, thanks debenhams”

Helpful Report

Posted 10 years ago

“Do not even consider taking out insurance as this is by far the worst company & most appalling customer service. I received emails from 2 of their agents: Naseema Ganie & a Curtis Mohanlal, they seem to completely ignore my reply & then have the nerve of resending their first email with the same request completely ignoring my response. Do NOT waste your time with this company, I have moved to Sainsburys as a much better service & no hassle.”

Helpful Report

Posted 10 years ago

“Conmen !!! Stay well clear . These are the same company as Go Skippy which is why they are so rubbish .”

Helpful Report

Posted 10 years ago

“Thieves, as simple as that.”

Helpful Report

Posted 10 years ago

“Has got to be the worst insurance company on the market. I've been insured with this despicable company since January rang up today to only be told I can't upgrade my policy to Business use and to cancel it will cost me £1000 absolute disgrace robbing me blind I wouldn't recommend these lot to my worst enemy they are ridiculous”

Helpful Report

Posted 10 years ago

“We had insurance on a provisional license for only 2 months. On upgrading to full license they wanted to charge a further £1500 for a 23 year old. We had to go through a palaver because of " DAta protection" even though I paid for the insurance . I was hung up on once and kept waiting 10 mins by another agent. Totally frustrating and Debenhams should be ashamed to out their name to this”

Helpful Report

Posted 10 years ago

“THE REASON THEY ARE SO BAD IS BECAUSE THEY ARE THE SAME COMPANY AS GOSKIPPY ! TERRIBLE WASTE OF TIME !”

Helpful Report

Posted 10 years ago

“Do not use Debenhams car insurance, it’s by far the worst insurance company I’ve dealt with and I’ve dealt with some really bad ones! Firstly when speaking with the customer services department the operators are rude and dismissive. I asked for a call back from a team leader/manager and as you can guess I never received a call back. After providing my no claims they needed a copy of my driving licence, I had to send my driving licence off to have the correct address applied as I had just moved.. the DVLA where slow as you can imagine however as I was unable to provide. Debenhams cancelled my policy... and then had the cheeky to say I had an outstanding balance due to the cancelation of the policy even though my initial payment was £145.0 (27.02.2015) and £80.00 direct debit (27.03.2015) total payment of £225.0 for six weeks cover and a further £150.00 cancellation charge..... I strongly advise you avoid them! Mr Declan Baxter”

Helpful Report

Posted 10 years ago

“Avoid this insurance company. We insured on December 23rd 2014 and sent in copy of licence and proof of no claims. I phoned them on 2nd feb 2015 to make a change to the policy, only to be told that my policy had been cancelled by them as of 26th jan 15 as they hadn't recieved the no claims proof. Nobody informed us of the cancelation, so for over a week, I was driving with no insurance with my kids in the car. The customer service is without a doubt the worst I have ever experienced. They shout you down and speak to you like dirt. And now they are demanding £157 cancelation fee. Or they will keep my proof of no claims bonus? When I asked for a full breakdown of the charges, it includes a £50 charge for setting up dierect debit. This company is just ripping people off. Be warned”

Helpful Report

Posted 11 years ago

“disgraceful and very dissapointing customer service from debenhams car insurance. Would never recommend such poor & misleading service!”

Helpful Report

Posted 12 years ago

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

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