“"Poor communication from First Alternative. Slow to respond to my claim and unresponsive at weekends. I will not be renewing my motor insurance with them. Stay well clear they are an absolute shambles. "”
“"First Alternative car insurance tried to call them about a accident in February as I was on Holiday i couldn\u2019t ring them until 1\/3\/2024 finally got through to them after 2 hrs waiting told them about the accident gave them all the details after a a couple of weeks was told my car was a write off without looking at the car still waiting for claim money told very busy with lots of Accidents will get sorted soon "”
“Trying to obtain a copy of your own documents from this company is exhausting. I need a copy of my certificate of motor insurance, you are supposed to be able to access them on the online portal. It does not work, so I contact a ‘human’ on the online chat, after waiting an hour each time I speak to someone who says they will send it across. First person does not send anything, go back through wait an hour speak to someone else. Sends it though, it’s not the right document: back and forth for ages convincing me it’s the document I asked for. Submit my document, gets rejected as it’s not the right document. Back onto a chat for an hour waiting. It shouldn’t be this difficult, customer service is shocking”
“"It is almost impossible to contact First Alternative. If you want to talk to a real person forget it. I had to make three vehicle changes in two weeks. You should be able to do this on line but the service is not available. You have to go through the chat which takes God knows how long just to get connected to an advisor. After making the changes I was charged an admin fee. First one was \u00a326 followed by two further fees of \u00a367.00 each. According to this company my premium for my changed vehicle had increased by \u00a319 but I had to pay \u00a3160 to cover there costs. The cost of cover was reasonable but the extortionate admin fees to make changes and lack of access makes it hard to recommend this company. "”
“"Been with first alternative for over a year now I renewed in August 2023 everything was fine until e sure taken over them now I can\u2019t log into my account and I call them and customer service can\u2019t even find my policy or myself in general "”
“"Any time u need to talk to anyone it sounds like there sat at side of a constant moving train of at home with children running around very loud back grounds and very minimal English very poor to contact "”
“This is a rogue company cant get hold of any one. they want me to pay an administrative fee for leaving after they took £500.00 from my bank account without informing me. I was not paying by direct debit. Now cant get hold of them at all. I am now starting legal proceedings against them”
“"Can\u2019t get in touch with them by phone long waiting list?, also if you want to make a complaint it goes to claims? I spent probably 9 hours in total\r\nTrying to put my wife on my policy? , still no joy\r\nIf this how they work, I would hate to think if I was claiming??, got 2 months left on insurance, going to cancel and go elsewhere!!"”
“One of the worst car insurance provider. You simply can’t get hold of anyone.
Very long waiting times in phone lines, no email address for customer service, online postal doesn’t work… and so on!
I try log in my account, it sends me email to reset without a resetting link!
Lots of fake reviews here too!”
“"Where to start...\r\n\r\nUpdated to new car mid January 2024 using the First Alternative web chat and paid for change. As of today (30\/01\/2024) online account still shows old car - I don't have the official certificate of motor insurance, insurance schedule or update letter - for my new car.\r\n\r\nIt is very difficult to get through to a person - web chat regularly takes more than 40 minutes, that's if it doesn't kick you off.\r\n\r\nCalling by phone is a lottery of forced disconnects, calls being dropped when transferred, and a bizarre IVR function where the recording\/system says it's sending a security code to your email address so the call can proceed - email never arrives - which results in a forced disconnect - system ends call.\r\n\r\nWhen you try and access your online account you have to reset your password EVERY time you log in as they system says the password is incorrect - another bizarre function of the system.\r\n\r\nI managed to talk to a person yesterday to ask why my insurance documents had not been updated - was told there are system issues ( I knew that). I asked for docs to be emailed - was told they had been emailed - a day later and still not arrived.\r\n\r\nI've checked with the Motor Insurance Database and my new car is insured, it's just that the insurance company - First Alternative - can't seem to be able to issue their customer, who is paying for the insurance, with the correct documentation.\r\n\r\nA complete and utter shambles....\r\n"”
“"My Policy was cancelled due to lack of communication on the side of First Alternative.\r\nI got a letter on the 27th of January 2024 that if I don't pay my premium which is direct debit on that date, my policy will be cancelled.\r\nOn that date 27th January 2024, I tried to call them, I was hanging on answering machine for 4 hrs telling me to hold on till 5pm without anybody to pick my call. \r\n\r\nI call again on Sunday, Somebody pick up after one hour and told me my policy is cancelled.\r\n\r\nI felt disappointed that my has been cancelled and left without insurance."”
“"It's impossible to rate an insurance company until you have a claim. Their prices are good and it's easy to setup, but until I have a claim I won't know how good or bad they really are."”
“"This is my first year with First Alternative Car insurance. It was easy to set up and the staff were friendly. The price was competitive and it was easy to choose the different services I require and not pay for services I do not need. However I have not had to file a claim which is when you really find out the quality of service."”
