“If one tracks the extraordinary failings of this Company via these reviews, one can only warn people of the hazards of having anything to do with it. Having made the complaints I have, the Company offered via these reviews to call me, as you can see; of course they didn't. They wrote me a letter effectively blaming me for all the failings.
Their assertion that they only send 7-day warnings of policy cancellation if they can't get hold of a customer is a joke. There is no attempt to contact customers at all. They send these cancellation e-mails so that customers have to do all the work, waiting for ever to talk to the 5 customer services people they employ in Romford. I had four 7-day cancellation warnings over a 6 week period. All the e-mails were because they wanted more documentation or different documentation in a different format. Not once did they contact me to advise what the requirements were; simply sent cancellation notices.
In the letter I received absolutely nothing was said about their varying of the consumer credit agreement without my consent, and the lack of any explanation as to why that was deemed necessary. I have sent a reply by e-mail and hard copy asking for at least an acknowledgement in advance of an explanation as to why this has been done. The insurance has been increased by c.£70 p.a. without explanation and the first increased direct debit payment has been taken without my consent or knowledge. This is of course illegal and in the hands of my legal advisers.
Beware of what appears to be a thoroughly questionable organisation, which appears to flout the law or at best is completely incompetent to the point of negligence.”
“The site is very well laid out and easy to use, but the prices varied from the comparison website to the actual website. Overall very good website, insurance was easily purchased and would definitely recommend to a friend and hope to use again in the future!”
“Do not use this company!!!! Unprofessional and money grabbing company. I had read reviews and hoped it wouldnt happen to me....about their admin fees...Took an insurance policy out online. Sent in my NCD to be told they can't use it on this policy as it was still live and being used. Fine, no problem got them to requote me to find its another few hundred to cover me and the price included an admin fee, to adjust my documents. I said I wasn't happy to pay the admin fee as I have worked previously for insurance companies and I know that admin fee is just a profit making fee which they apply to see if they can get away with it. It might state in their t&c but they are well within their rights to remove it should a customer complain. Which I did. I initially spoke to someone who clearly was just out of school who then passed me onto one of his managers when I complained. She continued to quote the terms and conditions and clearly was not interested in keeping customers happy. She was clearly more interested in taking every opportunity to grab my money!!!! I was then told I was 2 days out of my cooling off period so would lose my deposit aswell!!! They are extremely unprofessional and I highly recommend paying a higher premium elsewhere for better service. I have since cancelled my policy and will write this non every feedback page possible. I am totally disgusted at the way they treat a brand new customer.”
“Took out insurance for my daughter's first car , all done online , however by doing it online you are unable to add any comments or additional information. in this case I wanted to let them know that a personal number plate would be going on the car as soon as we have the V5 returned from DVLA. I emailed customer service to inform them that I was unable to process this request when buying the insurance , all they kept saying you agreed to our terms and conditions so a charge of £25 admin fee will be charged . I have been using insurance companies for over 40 years and no other company I have used have charged me for a change of plate on purchase of insurance . Very Poor !”
“I have just purchased car insurance on line. I cant print anything off yet as i have no access to a printer at home. It would be useful if you could view this without having to down load it as the only thing I have is an old computer and I don't trust if I down load it now it will disappear in to cyber space!!
hopefully when I am in work on Monday I wont have any issues!!”
“I had hoped that all the really negative reviews was just down to bad luck - having now had to contact GoGirl it would seem any experience with GoGirl has a high probability of being negative. They charged £75 extra once the policy was taken out - due to their website data collection being (deliberately?) ambiguous - put 3 years that a driving licence had been held...but they wanted how long a FULL licence had been held which was 30 months. £25 of the £75 charge was an "admin charge" - adding insult to injury!Even in the 14 days "cooling off" period the cost to cancel the cover works out at £45 + £10 (paid on card) + days on cover...worked out to nearly £60 to cancel against £75 to stay covered. Reluctantly have stayed on cover with them - all I was asking was that as a "good will gesture" (and they could certainly use some) they didn't charge the £25 admin fee. I thought this was a reasonable compromise (GoGirl will have to Google this word...)
I was told an underwriter from Sabre would call me to discuss my concerns as I wanted to speak to a manager - they didn't bother to and left a "Customer Service" agent to do their dirty work. Shame on you Sabre and Go Girl.”
Hi Nigel. Please can you email me at gogirlfeedback@sabre.co.uk with your policy details and I will ask someone to look into this for you and get in contact. Thank you, Go Girl.
“Competitive price a little long winded filling in the forms. Could be made clearer at the start that you need the driving licence checks but this wasn't a problem . Otherwise seems a good service”
“I found the customer service appalling.
I have been enquiring about changing my car over on my policy and also asking for help to understand my policy, I found them extremely uncompetitive and rude. When I mentioned that I have been able to get quotes £50 a month cheaper, which is true! They just said, 'well you are more than welcome to change your insurer at the end of the term.'
They didn't even try to keep my custom. They have been very unhelpful and I will certainly not be recommending them!
I will not be renewing my policy with them in April and most definitely be going else where.
I can now also see it isn't just me and perhaps a one off as 50% of Go girls rating only has 1 star (very poor).”
“Note the response to my comments:
"Hi Mark. I'm sorry to see your review. I have asked someone to call you today to speak to get this resolved so that we can look into this our end. Thank you for bringing this to our attention".
Guess what? Nobody called. Just proves that this Company can't even fulfill a simple pledge to resolve their appalling behaviour, so explains why they are unable to provide a service of any sort to customers.
I have now sent the type of e-mail they send their customers ... it will read " this mail is to inform you that if confirmation of the approved documentation for this policy is not received within the next 7 working days, i.e. by 14th March, this policy will be cancelled." Let's see how they react to ultimatums when they haven't done exactly what they wrongly accuse me of; and how they might feel about losing £250 worth of business?”
“Absolutely appalling. Trying to get documentation for car insurance accepted for nearly 2 months. All I receive are automated e-mails saying that the policy will be cancelled unless I send the required documents. I have sent them 4 times. On the first occasion I phoned after the terse e-mail threatening to cancel the policy by mid-night, I was told that I needed to send a copy of the back of a photocard licence as well as the front. I asked why nobody had told me this. The response? “ we are a web-based business and can’t respond to individual problems. ”
I sent all the documentation and still the cancellation notices kept coming. No response to my mails to customer services about why I keep getting these notices. I have to phone again, & after waiting for 3 minutes get the switchboard. They put me through to customer services and the phone rings out for 6 minutes. I give up and call again. Switchboard tell me that there are 5 in customer services and that they are extremely busy ( one assumes trying to placate the 49% of customers who give a 1 star review or less ). I wait for 8 minutes before the phone is answered. I am told, after waiting an eternity for the Advisor to retrieve my details, that the scanned documents are too blurred to be read. I ask why nobody has told me this. Answer? “ it’s your responsibility to get the documents to us.” You can imagine my anger. I asked for help. What can I do? Simply told to “ get readable documents to us by midnight “ or the policy will be cancelled. After going berserk, I am told by the Advisor that she will talk to the Underwriters to see if she can get a dispensation to extend cancellation beyond mid-day the following day & get back to me. She called back and said she couldn’t, and suggested I photograph the 2 licenses required on my IPhone and e-mail them. I asked what I could possibly do if one of the license holders was not due back home that evening, so I wouldn’t be able to meet the deadline. Response? “ Get that person to photograph the license and mail it to me to forward on.” Such hassle, simply because nobody can be bothered to tell me that the documentation isn’t readable…. After sending it so many times.
Now, I would cancel on the spot myself, but having just paid a deposit and paid the first months direct debit amount I am not about to cancel having paid £100 for 2 months car insurance. As part of my thinking about how I can rid myself of this dreadful dysfunctional, rude, & inept organisation I establish that the direct debit taken from my account is £7.72 more than it should be. When the Advisor called to tell me that the Underwriters wouldn’t help I asked why the amount taken from my account was wrong. The answer, “ Because you haven’t had your car for 7 years until this coming August.” I have no idea what she was talking about. I asked why I hadn’t been informed of this. Response, ‘we e-mailed you’. I never received any e-mail.
Notwithstanding that, this organisation is in breach of the consumer credit act as they have varied the consumer credit agreement I have with them without my consent. They have taken more from my account without my agreement. If I was mailed a new consumer credit agreement the law states that I have to accept it in writing or decline it in writing within 14 days. If they did mail me this change ( & I would have queried it to try and understand it ) they couldn’t act upon it without confirmation of my acceptance. The fact they did is illegal. I am seeking legal advice with a view to taking action against this Company.
I summary? Unhelpful, inept, driven by IT to the extent that nobody looks into what might be happening, leaving customers to be telepathic; rude, unable to understand who the customer is, blaming me for issues that are the Company’s responsibility. I was lied to. At one point the Advisor said that they had not received documentation I e-mailed on the 23rd February, and then later in the conversation referred to the e-mail they had received on the 23rd. Totally unacceptable. Then add taking a sum of money from one’s account without agreement and in direct contravention of the consumer credit act. Well, need I say more? This is a business that will be out of business very soon.
We can accept mistakes & ineptitude but not to this degree and certainly not illegal behaviour.”
Hi Mark. I'm sorry to see your review. I have asked someone to call you today to speak to get this resolved so that we can look into this our end. Thank you for bringing this to our attention. Go Girl.
Hi Clif. I'm sorry that you are finding it hard to get through to us, please email me at gogirlfeedback@sabre.co.uk with your details so that I can help. Thank you.
“I would put zero stars if I could. This company is shocking. My direct debit failed, to which I called to pay over the phone on the same day the payment was due, only to be told no you cannot pay over the phone because your payment is pending and we may receive two payments, again I wasn't bothered about this I just wanted to make a payment. Today my insurance has been cancelled dispite many emails (which you don't respond to) and phone calls. Go girl I think the first thing you should do is sack all your customer service operators and THE SO CALL MANAGER, go back to uni and learn some basic customer service skills because at the moment your hiring a bunch of morons, Good Day.... Ps I hope you go bust”
Sorry that you have had a problem with the payment and service. Please can you email me at gogirlfeedback@sabre.co.uk with your policy details and we will look into this for you. Thank you, Go Girl team.
“AVOID AVOID AVOID AVOID!!!!
I would give ZERO STARS if was possible.
RUDE and RUBISH CUSTOMER SERVICE, ACT LIKE PLAGUES
As another review said previously, they should call "DICK TURPIN INSURANCE"
They treat you really well when you need to change the policy and give more money.
Then start to charge fees and more fees for simple things.”
Hello. I'm sorry that you haven't been happy with the service. If there is anything we can help with please email me at gogirlfeedback@sabre.co.uk. Thank you, Go Girl team.
“Don't touch this outfit with a barge pole. Spent about an hour filling in forms first on Compare the Market then all the same questions on their site only to find after buying the insurance, yes I know should have read the small print, that they want copies of all drivers' photo license. Wife and I have never had photo licenses so rang and cancelled. Only been insured 5 minutes and 45 quid fee. Why don't they say BEFORE you waste an hour of your life that this is a requirement. Caveat emptor.”
“Don't answer the phone, no online service & customer service emails ignored. Decided to cancel because of this. Clearly not possible as... you guessed - they don't answer the phone, have no online service and ignore customer service emails.
I'd avoid this and use a more established firm.”
Hi Alex. Sorry you haven't managed to speak with anyone. Please email me at gogirlfeedback@sabre.co.uk if I can help with your query. Thank you, Go Girl team.
