“The booking and renewal process worked very well. However, I was due a refund because a deposit and outstanding balance was taken via card from me on renewal day on the understanding that the final payment would then not not be taken from via DD several days later. Despite this assurance the final payment was taken again! It then took 4 chaser phone calls from me in as many weeks, despite each time being assured I would get my refund within few days, to finally get my refund! I shouldn’t have had to make more than call but instead I had to chase for weeks. Not the best customer service experience I would say.”
Hi Shahida,
Thank you for your review. We’re sorry to hear about the refund delays and the multiple follow-ups needed. We understand how frustrating that must have been, and we appreciate your feedback.
If you’d like to discuss this further, please contact our team.
Kind regards,
Chloe
Team Grove & Dean Private Clients
“Had an issue with excessive noise so called Grove & Dean and got put through to their breakdown service, which unfortunately took over 7 hours to arrive!?!
The young guy was very helpful but while he was unable to sort the problem, he did arrange another appointment for the following morning and the new guy sorted it, so I was able to get back on the road.”
Hi Joseph,
Thank you for your review. We’re sorry to hear the breakdown service took so long, but glad the follow-up appointment resolved the issue and got you back on the road.
If you’d like to discuss this further, please contact our team.
Kind regards,
Chloe
Team Grove & Dean Private Clients
Hi,
Thank you for your review. We are pleased to hear that you found the renewal process straightforward and were happy with the competitive price we were able to offer.
We are sorry, however, to learn that your email requesting further information was not answered. We understand how disappointing this can be, and we apologise if your communication was overlooked. Providing timely responses is important to us, and your feedback will help us review and improve our service.
Thank you for taking the time to share your experience with us.
Kind regards,
Molly
Grove & Dean
“Disappointed that I had to point out several errors in the 'paperwork' sent over. It would appear that early data was used to get a my quote and not the previous year's. Also I requested a phone call to discuss but this never occurred.”
Hi,
Thank you for taking the time to leave your feedback. We are sorry to hear that you were disappointed with your experience and understand how frustrating it must have been to identify errors in the documentation provided and then not receive the requested callback.
We strive to ensure all policy information is accurate and clearly presented, so we regret that this was not the case on this occasion. We also apologise that your request to discuss the matter by phone was not fulfilled as expected.
Your feedback is important to us, and we will use it to help improve both our processes and communication. Thank you again for bringing these concerns to our attention.
Kind regards,
Molly
Grove & Dean
Hi there,
Thank you for letting us know. I’m sorry you encountered charges you weren’t aware of at the hotel. If you’d like to discuss this further, please share the details and we’ll take a look.
Kind regards,
Chloe
Team Grove & Dean Private Clients
“Very difficult to get in touch I was on hold for 45 mins and gave up. Started WhatsApp messaging and still took half hour before I was actually talking to anyone”
Hi Karen,
Thank you for letting us know. I’m sorry you found it hard to reach us and that the WhatsApp chat took longer than expected. We appreciate your feedback and will take it into account.
If you’d like, please share the best way and time to reach you and we can assist you directly.
Kind regards,
Chloe
Team Grove & Dean Private Clients
Hi John,
Thank you for your feedback. We understand that the lack of personal interaction can make decision-making tricky. If there’s anything else you’d like to share or if you’d like some additional information to help you decide, please let us know.
Kind regards,
Chloe
Grove & Dean Private Clients
“Well, expensive insurance that required pictures of my garage where my Motorcycle is kept. However no mention of the gated square in which I live, or the off road location of my gated community. London Insurance is biased by significant professional theft about which local met police officers have no interest! Professional vehicle theft in the UK is out of control and Police departments have their hands tied by red tape! The UK is a 3rd world country for education, health and theft. It’s currently a showcase of disgrace for the rest of the world.”
Hi David,
Thank you for sharing your experience. We’re sorry to hear you found the premium expensive and that you feel certain details about your location weren’t adequately considered. We take concerns about quotes and coverage seriously and would like to review your case to ensure everything was assessed correctly.
If you’re open to it, please reach out to our team with your policy number and any documentation you provided, and we’ll investigate and explain the decision process.
Kind regards,
Molly
Grove & Dean Private Clients
“I wasn’t particularly impressed with the process, firstly I was quoted over £60 more than going on comparethemarket, so I phoned up & they reduced the price for me, but this reduction would not appear on my grove & dean app, so I couldn’t automatically renew, so I had to phone up, which took time, once through to the costumer service representative, I was out on hold while he said he’ll just get up the payment screen up, I was on hold for around 10 minutes, so I hung up, as soon as I hung up, he phoned me straight back, so I’m not sure what he was doing, but I don’t like to be left on hold for that long while I’m busy, he then took payment.
So if you want to improve your service, check prices first then send me a quote, if I have to phone up don’t leave me on hold wasting my time & sort the app out so I don’t have to phone up on the first place.”
Hi Chris,
Thank you for your feedback and for taking the time to share your experience with us. We sincerely apologize for the inconvenience you faced during the process, from pricing discrepancies to being put on hold. Your concerns are important to us so we will investigate this matter in full, and we are actively working to improve both our app functionality and the efficiency of our customer service. We appreciate your suggestions, and we're committed to enhancing our services for a better experience in the future.
Kind wishes,
Molly
Grove & Dean
“Non fault claim sorted in a decent time.
I do have an issue with different firms jumping in to deal with the repair when not my insurers.
Why not keep it simple grove and Dean..”
Hi Michael,
Thank you for your 3-star review! We're glad to hear that your non-fault claim was sorted in a decent time. We understand your concerns about the involvement of different firms for repairs and will certainly take your feedback on board as we strive to improve our processes. If you have any further questions, feel free to get in touch.
Kind regards,
Molly
Grove & Dean
Hi Shaun,
Thank you for your 3-star review! We understand that it can take time for things to develop. We're here to support you every step of the way, so if you have any questions or need assistance, don’t hesitate to reach out.
Kind regards,
Molly
Grove & Dean
Hi Robert,
Thank you for your 3-star review! We're happy to hear that things have been hassle-free and straightforward so far. If there's anything we can do to enhance your experience, please feel free to let us know.
Warm regards,
Molly
Grove & Dean
Hi Alex,
Thank you for your honest 3-star review! We apologize for the confusion you experienced with our staff regarding your policy details. Your feedback is invaluable, and we’re continuously working to ensure our team is equipped to provide clear and accurate information. If there’s anything we can do to assist you further, please feel free to reach out.
Warm regards,
Molly
Grove & Dean
“Only problem I've had is when renewal came 2 years ago it was a ridiculous increase approx £1000 more so went elsewhere this year it was the most competitive quote and a £1000 cheaper than 2 years ago,”
Hi David,
Thank you for your 3-star review! We’re sorry to hear about the significant increase during your last renewal. It’s great to know that this year we were able to provide a more competitive quote for you. Your feedback is valuable to us, and we're constantly working to offer our clients the best rates. If you have any further comments or need assistance, please feel free to reach out.
Kind regards,
Molly
Grove & Dean
Hi Colin,
Thank you for your 3-star review! We apologize for the inconvenience caused by the timing of the renewal email. Your feedback is crucial to us, and we’re working to improve our communication regarding renewals. If you have any further concerns or need assistance, please don’t hesitate to reach out.
Warm regards,
Team Grove & Dean Private Clients
“New customer.
Policy has not started yet so cannot give any feedback other than the price was good and included what I needed. Very helpful chap on the phone too so that is a bonus.”
Hi Richard,
Thank you for your 3-star review! We're glad to hear that you found a good price and that our team was helpful on the phone. We appreciate your feedback and look forward to providing you with excellent service once your policy begins. If you have any questions in the meantime, feel free to reach out!
Best regards,
Molly
Grove & Dean
Hi David,
Thank you for your 3-star review. We appreciate your feedback regarding the pricing and the direct debit setup. We're sorry to hear that you found our communication lacking — this is not the service experience we aim to provide. Your comments will help us improve, and we hope to offer you a better experience in the future. If you have any further suggestions or concerns, please don't hesitate to get in touch.
Best regards,
Molly
Grove & Dean
Hi Cuniah,
Thank you for sharing your concerns regarding the pricing after acceptance from the comparison website. We take feedback like yours seriously as it helps us to improve our services. We understand that transparency in pricing is crucial and will ensure your comments are conveyed to the relevant team. If there are any specific issues you'd like to discuss further, please reach out to us directly.
Best regards,
Molly
Grove & Dean
“The policy uses a telephone number that was disconnected 2 years ago, where did it come from? The number of documents that I have downloaded, and presumed to have read is totally ridiculous”
Hi,
We are sorry to hear of your negative experience. We can see you have since spoken with an agent in our team and your contact information has been rectified. If you need any further assistance please do not hesitate to contact us.
Kind regards,
Jess
Grove & Dean
“I asked for a guaranteed valuation. I filled the form in once on the internet, once on an email sent by yourself and now you’ve sent me a paper form to fill out. All very good if you’ve got access to a colour printer. I’ve given up. Thanks for making it complicated.”
Hi David,
Thank you for your 3-star review. We're sorry to hear about the complications you've faced with the valuation process. We understand how frustrating it can be when things don't go as smoothly as expected, especially with multiple forms to fill out.
We have received in your agreed valuation request and it is currently being reviewed by the insurer, we will contact you with an update as soon as possible.
Your feedback is invaluable and will definitely be shared with the team to help us improve our processes. If there’s anything we can do to assist you further, please don’t hesitate to reach out.
Best wishes,
Jess
Grove & Dean
