“It is the first time I have been asked to submit a 'check code' for my driving license by email this after receiving my insurance documents..
Tried to get a quote for house insurance on their website and having completed a comprehensive series of questions the site informed me it was unable to give me a quote, so a complete waste of time. Some 20 minutes after leaving the website I received a phone call asking if I would like a quote for house insurance from G&D. I declined saying I had never agreed to a cold call from one of their agents.”
“No reply to emails, and emails not arriving back to me.
Always getting my details wrong despite me repeating myself numerous times on phone calls and emails.”
“I was bitterly disappointed with the way I was treated this last year.
I changed my car earlier this year and your charge for the privilege was more than the upgrade for the remaining 4/5 months. And the on top of that, you slapped another charge when I change my number.
I complained on both occasions to be told, sorry company policy, it's in the small print, in other words take it or leave it.
So I decided I was worth being treated better that as an existing customer and would take my custom else where.”
Hello
Thank you for bringing this to our attention and sorry to read you feel this way.
If you would like me to look into the concerns raised please visit www.grove-dean-insurance.co.uk and submit a feedback form found in the Existing Customer menu.
Kind regards
Emma
Grove & Dean
“Extremely poor admin - not reading emails sent; asking for NCD proof when it had been previously sent. Virtually every message sent has a spelling or grammatical mistake in it - not the attention to detail you need from an insurance company. I just hope that I never have to make a claim.....”
Hi Michael
Thank you for your feedback. All fees are stated to our customers prior to purchase either online or over the phone and are agreed to before any payment.
If there is anything you would like me to investigate please just let me know.
Kind regards
Emma
Grove & Dean
“For many years I have been a happy customer with Grove and Dean. This year that changed, they were impossible to get hold off preferring to use email comms rather than speak to me and inaccurate in their docmentation. Whether its a change in policy to be less available prefering elecronic comms or whether its a more coprporate approach to customers I have been left feeling like a number not a customer and my years of loyalty just does not count.”
Hi
Thank you for bringing this to our attention and sorry to hear you feel this way.
If you would like me to look further into anything, please feel free to visit www.grove-dean-insurance.co.uk and submit a feedback form in the Existing Customer menu. These forms are handled by a dedicated team who will investigate any concern you have.
Kind regards
Emma
Grove & Dean
Hi Richard
Thank you for sharing your feedback and apologies for the long wait you experienced.
If you still require assistance please don't hesitate to let me know.
Kind regards
Emma
Grove & Dean
“all done well on email but despite several requests nobody would call me !!!!!
I didnt want to renew or go elswhere as car off the road.
Can they PLEASE call me!!
074 3825 8201
John Zamit”
Hi John
Thank you for bringing this to our attention, I have passed your request on to the relevant department and a member of staff will be in touch with you soon.
In the meantime, if there is anything else I can do to assist, please don't hesitate to let me know.
Regards
Emma
Grove & Dean
“My insurance paperwork was sent with last years no claims bonus stated. I contacted them to request a correction and they resent the paperwork with no changes. I contacted them again and this time did not even receive a reply. I believe this is the second time they have done this because my no claims bonus is now 2 years less than it should be.”
Hi Peter
Thank you for your feedback and for bringing this to my attention.
If this matter is still outstanding, please let me know and I will investigate this for you.
Regards
Emma
Grove & Dean
“Your call centre is as bad as some of the worst centres I have used. " A long wait to get thru, sent to another department who after another long wait cut me off. Phoned again, another long wait ,only to be transfer to another department who did not anwser the phone . The only way I eventually got thru was via an email”
Hi Ian
Thank you for leaving us feedback. I apologise if you experienced issues when phoning us.
If there is anything else you need assistance with, we have a Live Chat facility on our website available Monday-Friday 9am-5pm as well as helpful customer pages with contact information.
Hope this helps.
Regards
Emma
Grove & Dean
“Really ridiculous admin fees. They are clearly in the market of exploitation and haven't realised that customer service is what keeps people coming back.
I will do all I can to spread the word that you should not use this company....they are like some horror story from the 80's! I predict their future to be very poor.....hopefully.”
“will not deal with this company again,very bad and costly experience .Very difficult to actually have a meaningfull conversation with any sales person.Quite arrogant at times.”
“It was a real pain trying to get Grove and Dean to accept my no claim bonus although I provided them with proof/details. I am not at all happy with them.”
“I wouldn't use Grove & Dean again for anything and the transfer of information between yourselves and them caused so many unnessasary problems that I am reluctant to use you again.”
Hi;
Thank you for taking the time to review your experience with us, I apologise on behalf of Grove & Dean that it hasn't been the most positive.
In regards to communication, I'm sorry to hear that this hasn't been clear and caused problems when dealing with your insurance. If there is anything that you would like me to specifically investigate, please feel free to email me at marketing@grove-dean.co.uk with your full name, reference number and postcode as I'd be happy to help.
Regards;
Lauryn
Grove & Dean
“It found them very hard work to deal with when setting up the policy. When I asked for a paper copy of my documents they initially said it would cost £15 ,how can they justifie that I don't know. Would I renew with them,I'm not sure.”
HI Lyndon;
Thank you for taking the time to review us, I'm sorry to hear that your experience hasn't been the most positive.
Firstly, if you could let us know any further details as to why the set up of your policy was a difficult one, that would be appreciated. We take on board all feedback and hope that it can help to improve the process and our services.
For the charge to have your documents as a paper copy, we're a paperless company and issue all documentation via email. Should you request to have them as a printed copy, there is a £15 charge, to which is stated in our Terms & Conditions.
I hope this has helped to clarify any questions you may have had, however if not, please feel free to let me know as I'd be happy to assist further.
Regards;
Lauryn
Grove & Dean
“Cancelled my policy said they didn't receive my no claims. it had to start again costing x tra £70
Then it turned up!
took money to start insurance on Friday
drove my van all weekend then gets a call on Monday saying they hadn't started it
Took ages to speak to someone .
ring back never happened.
1 of the customer service team put the phone down on me.
No apology at all.
HEADACHE !!”
“After being given a quote of £312.97 full comp, I accepted and went ahead with buying the insurance online. At the end of completing the application and payment details etc, I was then sent a message stating I would be contacted the following day by a customer service representative regarding the policy.
When contacted the following day, I was told by the representative that they could not go ahead with the quote I received as they stated it was void as I needed to prove I had 12 months experience of driving a performance vehicle for the 12 months previous. They would not accept that I owned performance cars a couple of years previous and been driving for almost 20 years, they would only accept experience within the last 12 months!
I was then told that the new quote was for £763.48 and they required a deposit of £126.44 immediately leaving £637.04 which I accepted due to needing cover immediately and paid the deposit. However, after accepting and paying the deposit, I was then told I would have to finance the remainder of the balance with a company called Premium Credit which bumped up the cost again to over £720 with the interest. They then required monthly installments of £80.07 per month thereafter! Think it's fair to say I was not happy with this!!!”
