Name: Debenhams Car Insurance
Rating: 4.08

“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.”

Helpful Report

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!)”

Helpful Report

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!”

Helpful Report

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.....”

Helpful Report

Posted 10 years ago

“DO NOT GO WITH THIS COMPANY!!!!!!!”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

Posted 10 years ago

“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

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

Debenhams Car Insurance Reviews

Phone:

Email: