Drewberry™ - Pensions, Investments & Insurance Reviews

Name: Drewberry™ - Pensions, Investments & Insurance
Address: Telecom House Preston Road, Brighton
Rating: 4.92

4.9 Rating 3,763 Reviews

100 %

of reviewers recommend Drewberry™ - Pensions, Investments & Insurance

Company Reviews

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4.9

Based on 3,763 reviews


Shipping & Delivery
Delivery Methods	Postal Service
Documents Delivered On-time	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

About Drewberry™ - Pensions, Investments & Insurance:

We are a fast-growing UK financial adviser with offices in London and Brighton.

We specialise in offering financial advice to individuals and corporate clients on a range of products from life insurance, income protection, health insurance, keyman insurance and employee benefits to pensions, investments and tax planning.

Our ethos is to provide the best possible service demonstrated by the growing number of 5-star rated reviews with over 98% of our clients saying they would recommend us.

Visit Website

Phone:

0208 432 7333

Email:

help@drewberry.co.uk

Location:

Telecom House Preston Road
Brighton
BN1 6AF

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Frustrating that they don't cover staff members work if they leave. There seems to be a high turnover of staff and I believe my insurance would have expired this year if I hadn't prompted them to come back to me about a renewal they were supposed to be sorting out.”

Helpful Report

Dear Annie, Thank you for your feedback, it is much appreciated. I'd like to offer my sincerest apologies that our service on this occasion wasn't up to our usual very high standards. Providing a five star service is a core goal of the business and it's very disappointing when we fall short. Your original consultant is on maternity leave and the consultant looking after her clients left the business. I am sorry for this disruption. You now have a new consultant helping you. I've sent you an email with my contact details so please reach out to me directly if you ever have any issues. Tom Conner Director

“My experience was mixed. The adviser I dealt with on day to day basis was very friendly, professional and responsive; however every stage of the process something went wrong and I ended up with a premium higher than I was quoted. I cannot work out whether this was due to bad luck or incompetence or even worse some sort of sharp practice”

Helpful Report

Dear J, Thank you for taking the time to leave your review. We really appreciate your feedback. We have investigated what has happened and you are completely right, our service standards fell well short of the level we expect, and I apologise for that. We try very hard to provide a 5-star service to our clients and I’m very disappointed. We hold our hands up, there were some errors at the application stage which had a knock-on effect to the underwriting of your policy. We’ve implemented a new process so this can’t happen again. Having looked into it fully, I’m confident the premium is correct, it’s just different from what we expected from the outset due to the combination of a couple of factors that were disclosed as part of the application / underwriting process. Given the personal nature I’ll email you privately about them. Once again, I’m very sorry for the mess up with the application but rest assured I’m confident the current premium is correct and your adviser will be working to arrange better terms for you, either now (if possible) or after 12 months of being smoke-free. If you have any issues or concerns moving forward, please reach out to me directly. Kind regards, Tom Conner Director

“Initially appeared helpful but quickly interests clearly diverged. I was looking for the best product for me, the adviser (Josh) was looking for a quick sale. Agreed follow-up calls missed, I probably fell down the priority ladder quite quickly once I turned down the product that was being pushed on me. Pressurising emails like "It's better to have this cover in case you get ill with x, y and z" were also sent, which put me off using or recommending Drewberry in the future. Took multiple efforts to remove myself from the sales funnel, which again leaves a bad taste in the mouth.”

Helpful Report

Dear John, Thank you for taking the time to provide your feedback. I’m sorry you weren’t happy with the level of service you received. Our mission is to provide a five-star service to our clients and we take any expression of dissatisfaction very seriously, and especially feedback to the severity of yours. What you describe in your review is unacceptable and completely against what we stand for. With your permission we would like to investigate this fully. If you are happy to assist, please can you send your phone number to bronja.whitlock@drewberryinsurance.co.uk. Bronja manages our advisory team and would really appreciate a call with you to learn more about your experience. Once again, apologies for the level of service you experienced, and I hope you will help us get to the bottom of what’s happened so we can ensure it doesn’t happen again. Kind regards, Tom Conner Director, Drewberry

“Had heard d great things about Drewberry so gave them a call to set up unemployment insurance, went through various things and wanted to check some thing on my currently policy first, rang back a couple of days later to take out the insurance and the chap could not find the quotes so had to email him them back , then he had to call back as did not know the answers on some of the policies he was suggesting and found that one would not cover me due to my work pattern, and then whilst on holiday sent an email requesting that I do an ID check , when I told him I was on holiday he said send a copy of your passport and that should be fine, this was on Thursday and he needed it by Friday otherwise they would suspend my cover, this should have been done when I took out the policy but he forgot, all in all not a great service and glad I asked the questions .”

Helpful Report

Thank you for your review. I sincerely apologise that the service you received didn’t live up to expectations; we pride ourselves on delivering a high-quality customer journey, so I was disappointed to hear this wasn’t the experience you had. We have reviewed your adviser’s calls and correspondence in relation to this matter and unfortunately they initially fell afoul of some email gremlins that meant the recommendation email sent to you was initially not appearing at our end. Furthermore, when it comes to insurer’s applications, some of the questions asked can be ambiguous, particularly in relation to residency. It’s unfortunate your adviser didn’t have an immediate answer on this (and needed to check with the provider), particularly as we train our advisers to the highest levels of product expertise. It seems the position taken in relation to UK residency by the insurer initially recommended, was both contrary to our expectations and also differed considerably from the other insurers we had considered. We do usually clarify these details prior to the application stage to avoid any hassle for our clients, but unfortunately your adviser assumed there would be no issue and only discovered otherwise when presented with the application question. We will be reviewing our processes to ensure this does not happen in future. As I’m sure you can appreciate, the need to capture identification information is extremely important in the work we do, however there is no excuse for failing to capture this during the application process (when the ID check is meant to be undertaken). We work very hard to provide a five-star service to our clients 100% of the time, but we are human and on this very rare occasion our service didn't live up the very high standards we set ourselves, and for that we apologise. Robert Harvey Head of Protection Insurance

“A great service at the beginning of the process and Josh was very professional throughout most of the experience. Once approved for my product I had a query that I wanted to discuss further, understanding that there may not be anything that he could do to rectify it, but I felt that my point wasn't being heard and that instead of listening, I was just being talked over and it felt as if I was being hurried off the phone. My simple query became quite a big frustration when it didn't need to be. The biggest frustration came when Josh tried to relate to a situation I'd been in 2+ years ago, but instead of empathising, which I think was his intention, he completely insulted me and left me feeling that his initial great service was nothing more than a way of getting me to use the company rather than going direct to insurers myself.”

Helpful Report

Dear Charlie Thank you for your time on the phone recently. As discussed, after reviewing the calls with Josh, he was devastated that he had come across this way, it was not his intent. With some feedback and coaching Josh has learnt a valuable lesson and will be more conscientious about how to handle this in the future. Customers are at the centre of what we do at Drewberry and we are grateful for your feedback and the opportunity to learn from this situation. Kind Regards, Leslie Wood Head of Client Support

“No-one set the expectation of how long the process would take - I was expecting to be able complete the process of taking out my new policy on the phone. That phone call was on the 7th, my application for cover is still a work in progress...”

Helpful Report

Drewberry™ - Pensions, Investments & Insurance is rated 4.9 based on 3,763 reviews