Hi Martyn,
We’re sorry to hear the system isn’t reading your policy properly. We understand how frustrating that can be. Please share your reference number and what was read incorrectly, and we’ll correct it and look into improving our validation process.
Should you need any assistance regarding your policy or online customer account please do contact us, our agents will be happy to help.
Kind regards,
Molly
Performance Direct
“Only been insured a month but what a month it's been having to upload pictures of your bikes not only in the garage but pictures of ya garage with the door open for multiple bikes.☹️ don't think I'll be using ya again.”
Hi,
We are sorry to hear to you are unhappy with our validation process. We understand it can be frustrating when we request documents to complete the validation, however this is done to ensure that the cover you have is correct.
We cannot in good faith allow you to continue cover with incorrect details on the policy, as in event of a claim you wouldn't be covered and would be left in financial detriment.
Kind regards,
Emily
Performance Direct
“Having changed my motorhome recently I was told I needed a tracking device. This added considerably to my already higher premium cost. I then discovered that I would receive no refund from them for the remaining 4 months on the previous policy with the same company.
In the past, maybe with different companies, there was just a premium adjustment on the current policy until the end of the term. Needless to say I feel taken advantage of.”
Hi,
Thank you for sharing your feedback with us, we are sorry to hear of your negative experience. We are sorry that we had to change your insurer in order to continue cover for your new vehicle. Unfortunately, as a broker we are unable to guarantee that the insurer we place you with will be able to cover any vehicle.
We apologise that you felt taken advantage of when you contacted us to change your vehicle. We hope that if you need any further changes made to your policy information the new insurer is able to accommodate them and give you a smoother customer journey.
Kind regards,
Jess
Performance Direct
Hi Dale,
Thank you for your feedback. I’m sorry to hear that you didn’t receive a response from our customer care team after reaching out. We strive to provide timely support, and it seems we fell short in this instance. Our system shows we did respond via email on 10/02/2025, we apologise if this was not received into your inbox. I will ask a member of that team to re send the correspondence for you. Should you wish to discuss this further please contact us via live chat and we will be happy to help.
Best regards,
Molly
Performance Direct
“Bought car insurance which was a reasonable price and wanted to pay monthly for it suprised to find I was refused ,spoke to a representative on the phone explaining I wanted to pay monthly and he told me would have to pay all now which I did only to receive an email 2 days later giving me a break down for my DD payment.very confused but annoyed because I would have liked to pay monthly.”
Hi,
Thank you for sharing this review with us, your feedback is appreciated. As discussed in todays call we will be refunding the premium paid and continuing the policy via direct debit payments. We are very sorry for any confusion caused, we understand it can be frustrating when it comes to errors made with money. Thank you for being understanding and allowing us to rectify this error.
Kind regards,
Molly
Performance Direct
“Dissapointing drop in service this year after several years of excellent service. Too much resting on the on-line portal that is not always reliable. Text and e-mail messages about renewals are very patchy and don't work properly if at all now. Would have to consider another provider as my vehciles come up for renewal.”
Hi,
Thank you so much for taking the time to share your feedback about your experience with Performance Direct. We truly appreciate your honesty, and we apologize for the disappointing drop in service you have encountered after years of excellent service.
We can see you have recently renewed with us so we will ensure to pass your comments and concerns on to the appropriate department managers in hope that this year we can hit your standards with our service.
Once again, thank you for bringing these issues to our attention. Please do not hesitate to contact us via phone, live chat or feedback form if you wish to raise any further issues. If you contact us via feedback form an agent will contact you back to assist.
Best regards,
Jess
Performance Direct
“Poor customer service. Polite once you get hold of people but getting through is a nightmare.
Also poor response time to calls and emails, was told more than 5 times I'd be called back about my quote and never was, chased quote for over 2 weeks and found it hard to get straight answers out of anybody. Overall very difficult to navigate and not very helpful.”
Hi,
Thank you so much for taking the time to share your experience with us at Performance Direct. We greatly appreciate your feedback and want to assure you that your concerns are being taken seriously. We apologise for any negative experience you have had.
Unfortunately when we have a long wait times due to a high influx of calls it can be a while before you get through to an agent. In future if you leave a feedback form via our website requesting a call back we contact you back urgently. Alternately you can contact us via live chat for a faster response.
Again, we apologise for your negative experience.
Kind regards,
Jess
Performance Direct
Hi,
We apologise in regards to your renewal increase, as a broker we are only able to offer the cheapest price with the insurers we work, and always send out the cheapest we can offer with them for your renewal. We have a select panel of insurers so we do not have access to the whole insurance market, however we will pass on your feedback.
Kind Regards
Jess
Grove & Dean
Hi,
We are sorry to hear about the delay in obtaining your documents, we will get those resent across for you via email, to your portal and in the post for you to make sure you receive a copy. We appreciate the time taken to leave us a review and appreciate the feedback.
Kind Regards
Jon
Performance Direct
“In the past, the service has always been very good.
This time, the admin charge paid was excessive for something that could not really be described as a modification.
In this case the seats, replaced with a more supportive and safer alternative, the originals no longer usable.”
HI,
Thank you for your feedback, a member of our team will be in touch to discuss and try to resolve the issue shortly.
Kind regards
Jess
Performance Direct
“Good price initially so i took out the policy. Then had to cancel after a month due to change in circunstances and got a bill for £178 to terminate the policy. Seems extortionate.”
Hi,
We are sorry if you feel this way. Our cancellation charges are outlined within our terms and conditions, provided and agreed to at the point of purchase.
However, we can confirm that your comments have been passed onto the relevant department managers.
Kind regards,
Jess
Performance Direct.
Hi,
We are sorry to hear of the problems you have encountered. We have re issued your documentation to your online customer account and your email address for viewing. If you have any further issues please contact us to let us via live chat on our website.
Kind regards,
Jess
Performance Direct
“Had a lot of trouble setting up the tracker (which turned out was a problem their end) with unacceptably long call wait times and having to chase email responses. As a new customer can’t say I’m that impressed with Performance Direct so far.
Despite the slightly higher cost the experience with using my previous insurer Adrian Flux was far superior”
Hi,
We are sorry to hear about the problems you encountered. We can confirm that your comments have been passed onto the relevant department managers.
Kind regards,
Jess
Performance Direct
“Hello,
I received an email on the 7th of October advising that I would shortly get my insurance policy. I'M still waiting.
Not impressed.
Andrew Hamill”
“Took payment and then informed me that I needed a 'telephone interview' (presumably to record the answers I had given originally). The documents were withheld as I was then asked to prove the car was in my garage overnight by sending photographs to them - and also that it was my garage, at my house and not a friends. I was working away at the time and couldn't get back home to do the photos. My wife wouldn't use the car as she hadn't seen the insurance documents and was afraid of getting stopped by the police. I wanted to cancel the insurance but was told I would have to pay a cancellation fee! Be aware that these insurers will take your money before they tell you about the hurdles you have to jump over. Been insuring cars for 40 years and never had these complications so won't be re-insuring next year.”
“I completed an on-line proposal form and gave ALL the correct details and duly paid for my insurance. I did note the rather extortionate £50.00 amendment fee that was flagged, but continued as I was confident in my answers.
Then I received an email, saying they wanted proof of a claim I had declared and made which was some 4 years old. If I didn’t provide this then I would incur extra premium and the £50.00 admin fee!! This should have been done before taking the insurance premium and not exposing me to a admin fee. There should also be a 14 day cancellation clause without any fees or charges.”
“Tryed to cancel my insurance many time because there staff don't send out letters for milage declaration when they say they did quite annoying to say the least... Few of staff were OK but half of then need training”
English