“As I took out my policy last year, I specifically told them NOT to auto renew after 12 months. 11 months later the renewal came and said it would auto renew, against my instructions. The premium had risen substantially and as it was double the cost of same cover available elsewhere I called them two weeks before renewal date and told them I had arranged cover elsewhere and NOT to renew. Two weeks later and my bank contact me to ask if I had authorised a payment that morning, which I hadn't and didn't recognise so they stopped it and cancelled my card. After a bit of Googling I found out it was Carole Nash who had attempted to withdraw £200 to, guess what, auto renew the policy I had said I didn't want. It seems that this happens a lot and I'm not quite sure but don't imagine it's even legal to store payment details never mind use them against someone's direct instructions not to. I called to complain and the fairly useless guy who took the call said he'd make a note of my complaint. I said that wasn't good enough as someone had made a note, twice, that I didn't want to auto renew and that had been ignored. I said I wanted to formally complain, and a week later someone from their complaints dept called me, apologised and quickly offered £50 " to resolve this complaint to,your total satisfaction " That sounded to me like they were worried about the consequences of taking money without authority and for storing payment details without my agreement. I took the £50 and will never use Carole Nash again. If you've ever been auto renewed against your wishes, formally complain!”
“I will never use Carole Nash again!
I have a multi bike policy with them, I bought a new bike and went to pick it up. When I attempted to add this bike to my policy I was told that it would have to be referred to an insurance specialist because it had an aftermarket exhaust! I was told no one was available and they would not give me cover.
I have started a complaint procedure with them but they haven't reached a conclusion after two months....Avoid them!!”
“Having awful problems with Carole Nash.
Insurance renewal without my permission - presumably they kept my card details without permission!
My premium doubled at this point! (price walking)
Upon being challenged about this, they agreed a small reduction which actually cost me more as they cancelled my policy and then created another, charging huge fees for the cancellation
Documentation not sent
Additional charges without permission or agreement, just an email which went into my spam folder.
They then cancelled my (new) policy without making the effort to call me.
Calls and Emails to them about issues are not returned.
I'd really strongly suggest you avoid them - they used to be focused on looking after bikes, the focus seems to have changed to milking bikers dry.”
“They call themselves a Motorcycle specialist but they cannot quote on custom situations. Spoke to them for over 1.5 hours. Throughout the conversation they were all confident and saying that of course they could quote and insure me. In the end, they refereed it to their senior advisors and said none of their insurers would quote with pillion cover. This, even though I have 30 years riding with zero accidents. When asked if they actually speak to the underwriters they said yes at first then later admitted that they don't as they don't need to because they know all the parameters of the underwriters. This is NOT a specialist then.”
“Fraud & bullying don’t take chance stay clear bought a policy at £340 Via compare meerkat never had an issue this company waited until outside cooling off period increased my policy to £2100 utterly disgusting never paid more than £400 in my life big scam.”
“I'll start by saying that the review should be zero stars but that's not an option. Have changed my FZS600S Fazer for a BMW R80rt I knew I was going to get my pockets rifled like you always do when you alter any policy. The nightmare began. Carole Nash informed me that I'd have to pay an extra £20.56 which wasn't so bad but the kick in the crotch came with the £37.50 admin charge. I managed to get them to lower the admin charge to £18.75. Then I tell them the BMW is worth £2650 but they tell me the underwriter won't cover anything worth more than £2000 unless it's garaged. It was suggested that I reduce the value of the BMW to £2000. Yeah right!
They told me I'd need a new policy which meant I'd lose my current policy.
I paid £147.99 for 87 days insurance. Well £110.49 when you deduct the £37.50 refund. I was told part of the cost was for the breakdown cover which I never made a claim on.
Their advertising tagline is 'The care it deserves'.
After being with them for the last three years (and losing 75%of my premium) I've found the 'care' is solely for themselves, not their customers.
I have found that Carole Nash only cares about their profits and certainly not their customers.
A truly awful money grabbing company that inflicts punitive charges on it's customers and is totally indifferent to their needs.
Utterly shameless moneygrabbers who charge you to stay but charge you a damn sight more to leave.
You won't get a fair deal from Carole Nash!”
“Just sold bike with 6 months remaining on a £118 policy. Carol Nash now want me to pay £50 to cancel policy early, which after thier calculations now means that I owe them another £10. Absolutely gob smacked and a total rip-off. All I can say is if you go with CN, then don’t cancel your policy early. Or Better still avoid them like the plague, they have turned into just another rip-off insurance company”
“Just sold a bike Carole Nash are going to charge me £50 to cancel the insurance.
No refund either never heard the like of it.
People buy vehicles and sell them everyday and have to be insured on them by law.
If time is still left on my insurance I’m due a refund that’s what has always happened in the past... feel totally ripped off by Carole Nash I’m afraid.
Will not be using them again, for all those happy with them on here just wait until you wish to alter or change or cancel you’re policy with them.
If I could give a zero rating I would!!”
“Outstanding company with amazing customer service representatives who couldn't be more helpful - would highly recommend. Made all the better because I experienced the unhelpful and diabolic service of a different insurance company as they had it slightly cheaper but have to say you get what you pay for and Carole Nash is the only insurance company I would use.”
“Terrible, woeful service. I have a multibike policy with 4 bikes. I've just changed a BMW R1200RS Sport SE for a much lower spec R1200GS base model. I've been charged 2x admin fees as there was a 3.5 week gap between the bikes and now have been charged £335 to add the GS for 5.5 months. MCN Compare quotes for a full year start from £114 (Hastings), and Carole Nash themselves came back at £272. I've been fobbed off with various truths including 'its because it is new to you', 'its because of the modifications' to now 'it is group 34 (!?) vs the old bike which was group 13'. It is the same bike but slower. Comms have been quite rude and no effort to help or assist. Complete rip off and will not use again. If you look at their news page they've just been taken over. I assume this is a sign of things to come. Will never trust them again.
I've given them 3 chances to come back with a sensible answer. No more.”
“Tried to add a bike to my multi bike policy. Absolute disasters trying to speak to a person that simply didn’t understand bikes and in the end they quoted me £214 which is nearly what I’m paying for 4 bikes. Really bad experience and very disappointed as Carole Nash used to be a specialist bike insurer. Going to transfer to Bikesure who quoted half the Carol Nash premium for all five bikes. My advice is look around... there are better bike insurers that Carol Nash.”
“I was their old customer they increased my dual motorbike policy so because of no enough money i pay for one bike and we agreed as soon I arranged rest of money they add 2nd bike with in three week i arranged and contact them they refuse and ask for as new quot so I cancelled my first bike as well because of their cheating they rip my money”
“Carole Nash sent me a letter saying that my policy would be automatically renewed unless they from me to the contrary. After a month I realised that I had got no emailed paperwork of any hard copies through the post. When I called them, they said that it had not been renewed and I had been driving for 1600 miles without insurance. The worse thing about this company is that they say that they will call you back and don't. I have a feeling that Carole Nash has nothing to do with company anymore as their service is atrocious. Avoid!”
“Insured a motorcycle with carole nash for the first time and didnt have any no claims as i hadnt insured a bike before this is shown on my paper work they sent me.After eleven months there asking for proof of no claims when they already know i dont have any there giving me seven days to do this or they say they will charge me more. How can i get proof of no claims when i dont have any no claims ?”
“I sold my motorbike 5 months into policy, was hoping to get a reimbursement for the 7 months I did not use but instead was told I will be charged £6 a mid-term cancellation fee. Thieving company, avoid.”
“I felt as though they deliberately lied to me to gain more premium. I feel they cheated me out of my money and regarded it as theirs, with great delay to remedy the situation. This caused 2 months of an added extra rider being unlawfully charged and no recompense for their cock-up or the money returned that they took without my consent.”
“I have been waiting over an hour to get my insurance details through email, still nothing. Even though I quote "You will shortly be sent an email with your insurance documents attached." Their definition of short is a little far off. Apart from that it's a good deal, good coverage for a low price compared to others of the same quality”
