“I took out my policy via GoSkippy / Footprint Insurance on the 19/06/2014 and paid in full up-front for the whole year. I had no incidents or changes, and renewed my policy in 2015, again paying upfront for the year in full. Come 2016, again I had no incidents or changes and once again renewed and paid £262.11 up-front for the year.
I then moved address from in Stoke to another address on the other side of town. To be fair I did expect an admin fee, and a potential change to my premium price. This is where things started to go wrong.
I had to ring up your customer service on 0344 776 5313 on 4 different days before I could speak to someone who was actually able to handle my call. On the first 4 occasions after being on hold for a good 15 minutes I was asked for my contact number and told I would be given a call back, which I never got. On the 5th time I finally got through to someone who took details of my new address.
I was told it would be passed onto the underwriter an I'd get an update in 48 hours. Nearly a week later on the 15/09/2016 I had an email from 'Denise Lutchman' informing me I would have to pay an additional £141.56 to cover me for the remainder of my policy at my new address.
I then called up on the Monday 19/09/2016 to advise I wanted to cancel my policy. My reason for this is I had taken quotes or a full year and was given prices in the region of £250 based on my new post code, plus the fact that I was concerned that were I too ever need to make a claim my number would be taken and I wouldn't get a call back.
When I called to cancel I spoke to a lady named 'Ava' who advised that I would need to pay an additional £141.10 'debt'. I had to really push to get 'Ava' to give me a breakdown of what this was for and she explained to me that the charges were as follows;
INSURANCE (CHARGED BY YOUR INSURER) = £ 99.65
CANCELLATION FEE = £ 75.00
BROKER FEE = £87.00
MID TERM ADJUSTMENT = £141.56
TOTAL CHARGED FOR TIME ON COVER = £403.21
I paid the £141.56, despite the fact that I don't believe I should have, because I knew that if I didn't your company would simply send chase letters and then pass it onto a debt recover company. By paying it, I knew I would be certain nothing was owed.
The reason I contest it is because under their own terms and conditions, which I quote below, I should not have had to pay this additional £141.56.
"Outside the 14 day cooling off period
Annual insurance policies are arranged for a period of 12 months and you are required to pay the full amount stated. Where the insurance policy is cancelled other than within the cooling off period and provided that you have not made a claim or a claim has not been made against you, we will return to you the amount that you have paid us, after deducting:
• A pro rata deduction of premium for the time that you have been on cover, unless your policy is underwritten by an insurer where short period premiums apply.
•A £75 cancellation charge as set out in the ‘Policy and Administration charges’ section of this document.
•The full cost of all add on products that you purchased.
•Where applicable, the Direct Debit administration charge. Where the amount that you owe exceeds the amount that you have paid us, you will be required to make payment for the outstanding amount within 14 days. Failure to do so may result in Footprint Insurance Services taking steps to recover the debt."
• A pro rata deduction of premium for the time that you have been on cover = £ 99.65
•A £75 cancellation charge = £ 75.00
•BROKER FEE * Still not sure on this = £87.00
•I didn't have any 'add-ons'
•Direct debit charge irrelevant as I pay upfront in full
TOTAL THAT SHOULD HAVE BEEN DUE = £261.65
Bearing in mind I had already paid £262.11 when I took out my policy for the year (and I understood from your terms and conditions you do not refund values under £10) I did not expect to have to pay anything additional.
Despite this 'Ava' insisted that the £141.56 was a debt on the policy, so to avoid any marks on my credit score I paid the £142.10 balance there and then. By my workings I have been forced to overpay by £142.02 which is, as I'm sure you can understand, is why I don't just feel I have had 'poor service'.
To top things off, my cancelation letter was sent to some random address I have never ever lived at in Preston. Can you now see why I am so dissatisfied with my experience of the company? I feel that I have been outright robbed and have been put off ever wanting to do business with GoSkippy, Footprint, or any of Eldon Insurances businesses. I doubt I will here from them about the £141.56 they owe me.”
“I took out insurance with this company , read the reviews then cancelled.. I have since had money taken from my account that has never happened before. Please do not go with this cowboy company, better to pay a bit extra and know your money is safe.. the staff are so rude a bunch a sharlatton's.. PLEASE AVOID AT ALL COST...”
“I have had the most awful experience from Your company I ever had in the last several years.
First of all - incompetent from the letter I have received from Lance Testa Managing DIRECTOR (?? really)
quoting me insurance cost £947.62 which I was excited to extend.
Phoned, went to questionnaire, paid money, thought it will be that easy! Lady on the phone when I called to extend my insurance NEVER ASKED dates on my driving licence "WHEN DID i RECEIVE MY FULL DRIVING LICENCE?" (Daah..?!!!) nothing referencing my driving licencee as such.
What did I think? I have emailed my driving licence photo in 2015 October and having professional insurance Company to deal with, they must have all information and evidences at hand?! Sure.
After agreeing all money and paying all at once, later 21st of September I receive email from Camille Adams I need to pay extra £387.70
This is not satisfaction, because I have provided all information on previous call when initiating insurance and have not been asked driving licence details for this charge to occur. Wrong quotation given is not due to my fault or incompetence? And so many people from letter to phone call?! I have challenged this money by calling on 22nd pf September and speaking to lady I believe Patricia Davies, who put me on hold for 30 minutes. In that 30 minutes no apology no notification that someone is still on the other end of the line. Mind You, I have to work, I have to study and time for me is not something I have plenty to waste in such a manner. Phone call got cut off. Jolly good. Phoned again. Waited for 15 minutes for someone actually to answer my call and then spoke to Vanessa Pilly whom I asked to investigate why I was put on hold and extra money Company is demanding me to pre-pay. Lady did what she could and said will get manager to call me back.
Apparently that was manager I spoke to, to start with Patricia Davies whom called back 22nd of September an hour later after speaking to Vanessa 15:19pm She is rude as a taxi driver, was not pleasant and apologetic for holding me on a phone for 30 minutes!!! Sure it is not her time.. she gets paid for that time I am on hold, so what sorry she feels?! Very unpleasant character to resolve problem I wish not to be spoken once again. Nerveless she has promised me to look into extra money £387.70 request and contact me as soon as possible to let me know what is the situation as I made clear: I wish to cancel this policy what I had to go through (waiting for so long, asking someone to call me back etc. - please, kindly, understand I have more things to do that car insurance!) she said she will call back.
Days passed by. 26th of September, yesterday I have received yet from another person Bianca Pillay email requesting me to pay £387.70
No apology. No explanation. No phone call. Ok, I see, my issue was automated and brushed under the carpet and YET I NEED to invest more of my time to email here and explain all this and ask for official cancellation as I have no patience to deal this with any longer. This is not acceptable to give treatment as such for company's incompetent quotation.
Customers, myself should not be charged for someones incompetent and inefficient quote generation and twice in my case.
Lack of communication and respect towards customers time is your weakness. I deal with British Gas for years because this is the Company which truly appreciates me and knows how to keep me as their customer almost for decades even though market is tough, and many other company's out there competing but when they provide service as yours how far will they get?”
“This company doesn't even deserve -5 stars. I took insurance out with them a week ago I've sent all proof of my drivers licsence and NCD and they have emailed me saying I don't have any NCD when I do and they want to charge an extra £300 plus £50 administration fees”
Hello, firstly I apologise for the late reply, I have only just been able to access this account. I am so sorry to read your review and I take all your feedback seriously. I would really like to offer some help with this. I am working under a new structure where it is my role to improve our customer service and ensure all of our customers are happy and receive speedy service. Please pop me an email onto: reviews@goskippy.com and I will investiagte this straight away for you. Kind Regards - Georgia
“Go skippy do not deserve any stars. I have had a car accident and have found that they cancelled my insurance without notifying me,,, when I enquire as to why? I was told that they had informed me they had all the documents to cover this. What they mean is, they have copy's of documents they supposedly sent me. I've had no post or emails, and when I enquire as to why I had one of these information they read me an address and phone umber which wasn't even my own,,, they are a con, a scam and I wish,I wish there was something I could do to exact revenge because they have fucked my life up with there absolute shitiness,”
“got insurance with them December last year as had bought a car. decided to buy the insurance before i left for obvious reasons. drove the car back and got stopped for no insurance however i showed the officer a confirmation email and she let me go but had to present evidence at the station within 7 days. next day i phone them up and they inform me that the start date was today not yesterday despite me stating i wanted it to start on the 3rd not the 4th like they claim. for hours i had tried to explain the situation and the only response i got was "because you took the policy out online bla bla bla". ended up getting my licence revoked as only had it 3 months however i was able to appeal points decision in court and got my licence back. however i still have a in10 on my licence but my insurance isnt as bad as i thought so i will take what i can get
bottom line is they refuse to believe that insurers can be at fault and its always the policy holder. do not ever use them they are cheap for a reason”
Hello, firstly I apologise for the late reply, I have only just been able to access this account. I am so sorry to read your review and I take all your feedback seriously. I would really like to offer some help with this. I am working under a new structure where it is my role to improve our customer service and ensure all of our customers are happy and receive speedy service. Please pop me an email onto: reviews@goskippy.com and I will investiagte this straight away for you. Kind Regards - Georgia
“Cannot get through to them on phone promised a call back in 15 mins waited over an hour still no call this is unexceptable I need to change my van over to new van so was unable to work that day”
Hello, firstly I apologise for the late reply, I have only just been able to access this account. I am so sorry to read your review and I take all your feedback seriously. I would really like to offer some help with this. I am working under a new structure where it is my role to improve our customer service and ensure all of our customers are happy and receive speedy service. Please pop me an email onto: reviews@goskippy.com and I will investiagte this straight away for you. Kind Regards - Georgia
“Terrible customer service and suddenly told me my insurance was cancelled by text! with no notice. Customer service advisors were patronising and rude, they would not take my perspective and kept on telling me about their policy without allowing me to explain my side of the story. Do not insure with them they are appalling!!!!”
Hello, firstly I apologise for the late reply, I have only just been able to access this account. I am so sorry to read your review and I take all your feedback seriously. I would really like to offer some help with this. I am working under a new structure where it is my role to improve our customer service and ensure all of our customers are happy and receive speedy service. Please pop me an email onto: reviews@goskippy.com and I will investiagte this straight away for you. Kind Regards - Georgia
“I tookup motobike insurance with the company on my first bike in 2014. I renewed in 2015, and then again in 2016. I've never had an accident or claim but moved address in 2016. When trying to get through to their south african call centre to advise on an address change I was told on four condequtive days that all their advisors were busy and I would gt a call back. After eventually getting through to somebody wwho could be bothered to help me I changed my address. I expected an admin fee and adjustment in policy. I was quoted £261 for the year and paid upfront for the whole year. After changing address was informed by email that I would have to pay a further £141 (inlcuding an admin fee). I then checked through my emails and realised I never got a copy of my policy documents when I took the insurance out. When I called up to query the 50% increase in price and to ensure they had details correct, such as garage, access to another vehicle etc, I was told they couldn't check this information? Alarm bells started to ring so despite the £75 cancelation fee and 4 months into my policy I thought I'd just cancel it. I was then told I there was a debt on the account of £142. I thought my original payment of £261 would be enough to cover any cancelation fee. After pushing for a breakdown of the charge I was told £99 for the time used on policy, £75 to cancel, £85 broker fee, and £142 debt which they still weren't clear on? I decided to pay as I don't want the hassel of it going to a debt collector. I wish I'd looked up reviews on this awful company. They offer cheap prices but I am very sceptical, based on other reviews, if they ever pay out on claims. Very unprofessional and outright dodgy. In hindsight, they can't even give quotes on their own website. Avoid these thieving scum like the plague.”
Hello, firstly I apologise for the late reply, I have only just been able to access this account. I am so sorry to read your review and I take all your feedback seriously. I would really like to offer some help with this. I am working under a new structure where it is my role to improve our customer service and ensure all of our customers are happy and receive speedy service. Please pop me an email onto: reviews@goskippy.com and I will investiagte this straight away for you. Kind Regards - Georgia
“Do not and I repeat do not insure with go skippy it is big time fraud you will never get no where I have been with them for 3 years and since been trying to get them off my back they tryed to charge me 3 grand on top of what I'm already paying just because I got 6 points I have been trying to get my ncb of them and they dip not want to give it at all keep coming up with all sorts of excuses it has ruined my life over the last 3 years I am in the process of sueing them for so many things and now to see im not the only one going through problems with them I advi any abd everyone not to get involed with them they are big time fraudulent company”
Hello, firstly I apologise for the late reply, I have only just been able to access this account. I am so sorry to read your review and I take all your feedback seriously. I would really like to offer some help with this. I am working under a new structure where it is my role to improve our customer service and ensure all of our customers are happy and receive speedy service. Please pop me an email onto: reviews@goskippy.com and I will investiagte this straight away for you. Kind Regards - Georgia
“Iv had insurence with them for 2 weeks and cos i vant find my license to give them and asked for a bit longer to provide it to them to buy a new one and they said no so they will councle my insurence after i payed a deposite of 160 dont ever use them”
Hello, firstly I apologise for the late reply, I have only just been able to access this account. I am so sorry to read your review and I take all your feedback seriously. I would really like to offer some help with this. I am working under a new structure where it is my role to improve our customer service and ensure all of our customers are happy and receive speedy service. Please pop me an email onto: reviews@goskippy.com and I will investiagte this straight away for you. Kind Regards - Georgia
“I would give it a no-star if I could! I emailed them to tell them I did not want to renew my policy, I received a confirmation email stating the would process this. A few days later I got an email stating my insurance would be automatically renewed. I had to ring them up and talk to an incredibly rude and abrupt person who tried to sell me every lie under the sun to keep me. At the end I became annoyed and said he needs to ensure my policy has been cancelled at the end of the month and not reviewed and he said okay fine it will be cancelled and slammed the phone down. I wrote a letter of complaint but highly doubt they will care. I also doubt this will be cancelled as I have received another email since stating my insurance will be automatically renewed unless I ring them and tell them. Grrrrrr! !!”
Hello, firstly I apologise for the late reply, I have only just been able to access this account. I am so sorry to read your review and I take all your feedback seriously. I would really like to offer some help with this. I am working under a new structure where it is my role to improve our customer service and ensure all of our customers are happy and receive speedy service. Please pop me an email onto: reviews@goskippy.com and I will investiagte this straight away for you. Kind Regards - Georgia
“If a could get no stars it would as I have two cars at home mine and my partners both cars are fully comp her with different insurance but not covered to drive 3rd party it's a joke and it don't tell you on there website”
“Been insured for the 2nd year through go skippy paid premium in full my daughter was provisonal driver on policy when she passed her test was told I couldn't be insured anymore asked for refund of my money and they want to charge me cancellation not good at all will be taking it further won't be using go skippy again”
“Never again, seemed cheap first year insurance but when I asked for no renewal calls I have been bombarded with different operators all offering renewal prices. I asked them why they were calling and they said a note would be put on file but still getting 2-3 a day. Blocked number so they call from a different one. Next job is to report them for nuisance calling.
Stay clear!!!”
“Had car insurance with them cancelled it and was told I would receive a 1037 refund.....I received 453 to find out they had added on charges for cancelling which I was never informed of!!! Rang and emailed for the past 8 days no response back answering any of my questions apart from here is your break down to which I was never even told of.... Been trying to get hold on someone higher and they are just uninterested. Complete rip off please do not use.....customer service is appalling and none of them know how to do their job!!!!!”
“They are not even worth the one star.
I chose this firm because they came up as the cheapest, what a mistake!! The amount of fees/ admin charges as they call it they've applied has actually cost more in the long run. What's even worse is I had paid the whole years worth of premiums and a month before it is due to end they cancelled my insurance when I was on the way to work!! I literally had to park the car up and catch a train all because I had changed address and they had charged me £65 to do so, i left the direct debit running for them to take the fee, they did not send any letters like they had said and I did not have one call from them only a text to say they've cancelled the insurance and its agianst the law to drive without it!! Lost a years worth of claims! Seriously they may be the cheapest at the time but stay clear they make up their own rules they give out false information and I have heard absolute lies from them when I've questioned things. This company should not be operating. It is not worth the gamble choose a reputable company, that is more important than price.”
