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

“Paid for a policy in full but on cancelation of the policy i was informed i had an arrears of £396 due to a claim i had made 2 years earlier. This was after i had provided proof of 9 years no claims. The service i have received whilst trying to query this bill was nothing short of disgraceful. Passed from person to person and put on hold for over 1.5 hours until, i am sure they had hoped, i would give up. Every call has been handled the same. Still no answer except to be contacted buy ICB demanding payment. The treatment i have endured has been Shockingly bad. DO NOT USE THIS COMPANY even if you think its cheaper - ITS NOT! TERRIBLE TERRIBLE COMPANY WHO DO NOT CARE.”

Helpful Report

Posted 8 years ago

“They have poor communication, it takes what feels like forever to get your point across and get answers that you need. They keep you on hold for a very long time and keep passing you from one person to other and it sounds like they are in a pub,i was charged £916 and it show in their insurance docs that was emailed to me £722 , after enquiry i was told the brokers fee was the balance, after one month i wanted to change car to a lower group car (1200cc diesel) i was told i have to pay £355 extra to change vehicle !! and to cancel i will be refunded £604 out of the £916 that i have paid less than a month ago !! they can not explain any thing coz the computer system says what i have to pay or to be refunded, i will never use them again and i blame this government for allowing insurance companies to rip people off .”

Helpful Report

Posted 8 years ago

“Debenhams have excessive charges should you change your car,address or occupation. Within a year I was charged £150 for these 3 changes and because I was between jobs being semi-retired was almost charged an additional £50 to inform them I had started work again. Would not ever insure with them again, premium has risen over £300 thisyear despit no claim............”

Helpful Report

Posted 8 years ago

“They have poor communication, it takes what feels like forever to get your point across and get answers that you need. They keep you on hold for a very long time everytime you call, constantly over 20 minutes for each time they are contacted by phone. Very unproffessional, poor levels of knowledge, just a complete waste of time, effort, money and sanity trying to get understood. Never get called back when requested they just email you back late atnight when they know you wont get answered if you call. AVOID LIKE THE PLAGUE !!!!!!!!!!!”

Helpful Report

Posted 8 years ago

“premium rate phone number ? no email address oh yes and how am I supposed to know what type of immobiliser I have on my car if it was fitted by the manufacturer no purchase ignore the promo and find something better”

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Posted 8 years ago

“Never use them. I filled out online form and made a mistake regarding nomination of my husband as other driver. It cost me £100 - they are a sham and operate from S Africa and therefore outside English Law. Just got my renewal reminder and guess what - the number they have texted to me to ring them - does not work!! I can't wait to ditch this bunch of cowboys!!”

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Posted 8 years ago

“None of the people on the telephone can understand a word you say!!!!!! 7 times I have had to change my email address as they input it wrong, cannot even understand my name, appalling”

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Posted 8 years ago

“Got a reasonable quote 2016-2017 (just over £300). Bought a motorhome afterwards and insured elsewhere and the other co asked for details of my no claims bonus from Debenhams. I rang customer services - picked up but was kept waiting for over 2 minutes - heard the sound of crashing and laughter in the background (staff were messing around) - I could hear all this. Eventually spoke to a rather abrupt (borderline rude) man who got very defensive when I asked if everything was alright. Eventually explained that all I needed was a document or email to confirm my NCB and was told quite abruptly that they wouldn't do that. So we get to my renewal date and the price has gone up 300%! I won't be using Debenhams again”

Helpful Report

Posted 8 years ago

“I completed everything online and received my insurance documents and confirmation within a matter of minutes, I then received an email outlining what documents I needed to forward to Debenhams and once sent received another email confirming receipt of my documents. Unfortunately I then had to cancel my policy the following day and this process was as easy as sending one simple email and within an hour I received another email confirming my policy had been cancelled, a certificate showing proof of no claims as well as an invoice showing the premium of money of which I will be refunded within 7days. Just hope my refund goes through as smoothly as everything else has!!!”

Helpful Report

Posted 8 years ago

“When I obtained the quotation I said I may need my son to be a driver at some point. The quotation was available but when I called to add him I was told he couldn't be added due to being under 25. I queried the conversation at inception and was told it was a different Underwriter. This is the second problem I have had despite sending all the information at inception I kept getting email threats to cancel the policy. I forgave this but the situation today is the final straw. I will be cancelling the policy.”

Helpful Report

Posted 8 years ago

“Giving Debenhams 1 star is galling, but as it represents VERY POOR then I'll do so. What a joke. The worst customer service that I have ever experienced. Rude, not knowledgeable about the product, dishonest and money-grabbing. Never again!”

Helpful Report

Posted 8 years ago

“NEVER USE DEBENHAMS CAR INSURANCE!!!!!!!!!!!!!! when it came to transfer my car insurance over to my knew car, not only was the price to high but the initial payment was about a 3rd of the years policy. Already being a customer I would've assumed they would quote me better. A quick search online i found a lot better so decided to cancel my policy. On the phone i was assured this would only total to a £50 charge and nothing more (after asking repeatedly). sure enough i soon had a letter through my door stating I owed £295.37. whilst in the process of querying this issue with debenhams then proceeded to send me treating letters and had passed this on to debt collectors before even attempting to solve my issue. when queried as to the threats they simply stated that i owed the money and had to pay. after contacting the head office, they assured me that their "dedicated customer service" team would deal with it. and the "Dedicated customer service" team consisted of the very person i had put the complaint in about who then proceeded to send me the exact same emails as before, stating what i owed and had to pay. I've still to this day not been informed as to why i was told it would be a £50 fee and then been charged more or why they proceeded to such hostile tactics of using debt collectors before even processing my query in the first place.”

Helpful Report

Posted 8 years ago

“These bunch a thick ##### cant even add up and give me a figure I say whats a cancelation fee total we cant give it... well my quote is £1182 well its £75 fee plus days on cover so ut would be £98.5 x 3 months asd £75 which is £370.50. All i had back was we cant give you that information... they do insurance all day and cant add that up or confirm it bunch of thick #####”

Helpful Report

Posted 8 years ago

“I don't normally write complaining about service received from companies however I am so incensed by the poor service I have from Debenhams insurance that I feel compelled to do so. Firstly having provided all the supporting documents to show proof of no claims bonus a month later they chase me up for this same proof of no claims bonus. With some hassle they finally accepted that they had already received it. Quite separately on changing my car mid policy, firstly they said they could not quote for the new car in spite of the fact that it was the same make and model only a younger version, then they spent over 30 mins on the phone taking details and now they have had to be reminded 3 times to sent the new cover note. This 3rd request is because when they sent the cover note after the 2nd request it had the details of my previous car not the new one. When I complained they have blamed the insurance underwriters saying that because I bought the car on a PCP and therefore I am not the owner, just the keeper, they cannot issue the certificate themselves but have to get the underwriters to do so. This last call to them took over 40 mins. Very, very poor service. I will not be using them in the future and like others am only giving one star as unable to give zero.”

Helpful Report

Posted 8 years ago

“Awful customer service! Spoke to FOUR different people just to tell them not to re new my policy, all of which were extremely up helpful and rude.! I am glad I no longer give them my hard earned money!!”

Helpful Report

Posted 8 years ago

“Poor product, utterly terrible customer service, very long queues on a high rate phone number and horrendous fee's if you miss even 1 payment.”

Helpful Report

Posted 8 years ago

“Absolutely crap broker that is allowed by the govt to steal people's money.”

Helpful Report

Posted 8 years ago

“I very seldom write reviews, only when service is exceptional or farcical. In this case for Debenhams car insurance it the latter. Cancelled policy within the cooling off period. Put on hold for more than one hour and a half over three calls and was eventually told my refund for cancelling would be £151 from a policy i'd held for 12 days and cost me £306. They were unable to substantiate their figure and working in finance I find this totally unacceptable. I asked them to explain the figure over the phone, they weren't willing to do so, told me to revert to the policy document t&cs and referencing broker fee, fees which aren't explicitly mentioned in the t&cs as being non refundable . Being at work sent them authority for my partner to act on my behalf, after she'd spent an hour on the phone they refunded £264 - days covered and cancellation fee subtracted and that they miscalculated the original refund amount. Avoid like the plague, I wouldn't even like to think what making a claim would involve.”

Helpful Report

Posted 8 years ago

“really poor customer service.was keep on hold for more than 15 minutes...useless car insurance.. won't renew with them,,”

Helpful Report

Posted 8 years ago

“terrible - terrible service, The customer service is useless. If you can pay another couple of hundred pounds to another firm, I guarantee you will be still saving money considering the amount of time you spent with the dumb customer service agents.”

Helpful Report

Posted 8 years ago

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