Intelligent Insurance Reviews

4.60 Rating 571 Reviews
94 %
of reviewers recommend Intelligent Insurance
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About Intelligent Insurance:

Intelligent Insurance is dedicated to finding home insurance for typically ‘hard to insure’ properties and circumstances. From unoccupied home insurance to insurance for listed buildings and holiday homes, we'll strive to arrange high-quality, competitively priced home insurance, whatever your property type, condition, usage or personal circumstances.

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Phone:

3333111110

Email:

contactus@intelligentinsurance.co.uk

Location:

Intelligent Insurance 4 Lakeside Salisbury Road, ,

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Anonymous
Anonymous  // 01/01/2019
The time to review an insurance company is when you make a claim, not when you buy the policy.
Posted 2 years ago
Beware Intelligent Insurance heavy cancellation penalties
Beware! Intelligent Insurance will charge a £50 penalty for cancellation even within the cool-off period.

I took out a home policy with @Intelligent Insurance via @Comparethemarket last week. I downloaded the policy documents today and contacted them to make a couple of changes. This caused my premium to increase by about £60 and would incur a penalty fee of £25. A big brand insurer were offering the same cover for about £100 less than this so I decided to cancel the policy as it hadn’t started yet and I was well inside the 14 day cool off period. Intelligent Insurance want to penalise me £50 for cancelling a not yet active policy!

The Citizens Advice website says that for cancellation during the insurance cool off period, insurers are entitled to charge “a small fee” for any days of cover incurred (none in my case) or for admin. In my case £50 represents 2 months of insurance cover. How high are their admin costs if the process to cancel a policy costs the equivalent of 15% of the money the product generates?

Their customer services folks say the fees are all detailed in the small-print but only a couple of years ago I used to receive the policy documents through the post for checking a few days after sign-up and I don’t recall being penalised when I needed to call up and make corrections. I’d be very surprised if I could have been penalised like this for deciding to cancel a policy at that point too.

Apparently I could have reviewed all the documents almost instantly, prior to accepting the policy. I’m told this part happens on the Intelligent Insurance website but I don’t recall it being made clear at any point that proceeding would commit me to a £50 penalty if I chose to cancel later. Even private car parks have to put up clear warnings at the entrance!

I have cancelled and asked for the penalty to be refunded but whether they do or not, I don’t think it’s a reasonable fee for an automatic sign up process where I enter all the info and only electronic documents are generated (no paper, printing or postal costs). I also don’t think that a company that hides unreasonable penalty fees in their small-print should be flaunting high @Trustpilot and @defaqto reviews. These are not the behaviours of a company that wants to be seen as trustworthy.

I will steer clear in future.

P.S. Initially I gave Intelligent Insurance a 1 star rating but their website has a Reviews section on which they don’t post anything less than 2-star reviews. It will be interesting to see if my feeback appears there.

Finally, I have checked a few of the other providers I could have chosen in the same process to see if they also charge cancellation penalties or admin fees in the 14 day cool off period. It seems that some do and some don’t, fees range from £17 to £58 so far but most are less than £50.

Kudos to the folks @Endsleigh who have recently changed their policy and don’t charge any fee or penalty for cancellation!!!
Posted 1 month ago
You have been warned
Make sure that you have thoroughly checked out the actual insurer that Intelligent Insurance propose to place your cover with, before you sign up and pay. You do not notice the name of their actual insurer until after you have paid, and if (like me) it is only then that you check them out, and if (like me) you find that you are not happy about how the insurer has appeared to deal with some claims, and you decide you do not want to be insured by them, then (like me) you will find you still have to pay Intelligent Insurance their £50 cancellation fee, even if it was only an hour since you paid them your premium, and even if your insurance was not due to commence for another week.

I do not appear to be the only person who has had this experience, or similar. You have been warned.

Keep away from this dodgy company
Posted 8 months ago
Thank you for taking the time to leave a review. Customer feedback is really important to us as this helps us to improve if things go wrong.

I can look into your comments and investigate this matter however, I cannot locate your policy information. Please contact me directly via complaints@intelligentinsurance.co.uk

Kind Regards
Chris Wade
Quality and Risk Manager
Posted 8 months ago
I got a policy renewal notice this week from Legal and General that upped my premiums by about 10% so I dumped them as I do with all organisations that punish customer loyalty by increasing prices and use inertia selling to up the prices for renewing a service.

Intelligent Insurance were staggeringly efficient at processing my application for a new home insurance policy - by the end of the working day on which I made my policy application I had received via email complete documentation for the policy I had purchased, and some very full and useful supplementary information packages. So full marks Intelligent Insurance for speedily and efficiently signing up new customers and for providing them with all of the information they are likely to need in double-quick time.

I signed up for my new policy on 02/02/2017 and the policy commences on 01/03/2017. I was more than a little surprised then, to get a request to review Intelligent Insurance's services today, only the day after I signed up. The component of an insurance provider's service that I really care about doesn't really kick in until I need to make a claim - something that I'm not even in a position to do until the beginning of next month. Why are Intelligent Insurance so keen to invite me to review the quality of their services before I can possibly have gained any experience at all of the business end of their operations? Do they think that all there is to insurance is signing up new policy holders? One of the reasons I signed up with Intelligent Insurance was the impressive 87% customer satisfaction score. Is this entirely generated by newly-signed-up customers like me who as yet can have no idea how Intelligent Insurance do when it comes to dealing with claims?

Is this peculiarity in feedback elicitation due to naivete or cynicism? Are Intelligent Insurance keen to start getting feedback from the get-go? If they are then I should welcome their enthusiasm. Or are they being careful to get my feedback before I have any opportunity to experience how they do when it comes to claims management?

I don't know and I hope I don't find out because I'd much rather I never have to make a claim. But readers of Intelligent Insurance reviews beware, not all of them are written by fully-informed reviewers.
Posted 4 years ago
Dear Doctor Lindsay,

Firstly, thank you for choosing us for your home insurance and for taking the time to leave a comprehensive review. We work hard to ensure buying insurance with us is as simple as possible so it’s great to hear you found the process straightforward and efficient.

Whether at the time of purchase, amendment, claim or renewal, maintaining a consistently high quality of service and ensuring customer satisfaction is extremely important to us. We always invite new customers to rate their experience setting up their cover as it helps us to identify any areas that we can improve, whether through changes to the website and systems or additional training of our advisers. This helps us to continually improve and ensures we provide industry-leading levels of customer service.

We encourage policyholders to provide feedback at all stages throughout their time with us. I hope that you don’t experience circumstances that may trigger a claim on your policy, however if you do I’d encourage you to return and leave a review of your experiences.

Kind regards,

Mike Rees
Marketing Director
Posted 4 years ago
Failed to provide the service paid for. Terrible communication. Repeatedly did not get back to me when promised. Did not state their rationale clearly. Wasted a lot of my time and money. Hefty cancellation fees. I do wonder if any of the reviewers have tried to make even a small claim.
Posted 1 month ago
Dear Cat,

I am sorry to hear about your experience.

Please contact me via complaints@intelligentinsurance.co.uk so I can locate your policy details and provide additional support to you on this matter.

Kind regards
Chris Wade
Quality and Risk Manager
Posted 1 month ago
I received an excellent building and contents quote and accepted the policy on Saturday 24th Oct 20. I made an error on my application as regards previous claims which I understood and was not intentional. I agreed to pay the small increase and small quotation increase. My problem was that I phoned my current insurance company to cancel the renewal in mid November. Low and behold they improved their offer to less than Intelligent. So I accepted the offer to renew. I then contacted intelligent to cancel and that was Ok until they said I have to pay £50 admin fee. The policy hasn’t started and was only approved 5 days ago. I was told this information is on their website! Apparently the minute you accept the offer you have no cooling off period. How on earth can I be aware of charge they don’t tell you about before you accept the policy. The agent at intelligent said as its on the website I have accepted it ‘NO’ i haven’t the website is informative but does not form any point of my contract with them. It’s also worth pointing out that I applied for a quote through a comparison site so never reviewed their website. I am being asked to pay a ‘fine’ for something I wasn’t aware of till after I received the contract/policy. Websites do not form part of a contract. They are referring me to their finance department to invoice me, best of luck with that! I am glad I didn’t take the policy with them if this is how they operate with hidden clauses.
Posted 4 months ago
My wife signed up for this but didnt trust them.

a few days after signing up and over 10 days before the policy was due to start she tried to cancel and was told there was a £50 admin fee. FOR 1 EMAIL?!!! and for a policy totalling £150 a year.

this is a disgrace, means we wont be touching your company in the future and will see what the insurance ombudsman says about the disproportionate charges. 1/3 of a policy cost is not a small charge to cover administration.

Remember, once bitten twice shy, a simple "no problem" and a reasonable charge would be better for getting new business in the future.
Posted 5 months ago
Very Intelligent Insurance. Took out new policy for 15 minutes and got charged £50 for cancelling. Daylight robbery.
🤬
Posted 1 year ago
when I READ THE SMALL PRINT AND WANTED TO CANCEL BEFORE THE POLICY EVEN STARTED I WAS CHARGED A £50 FEE.
Posted 1 year ago
Very disappointed that when I advised the policy was no longer required do to the sale of the property you charged me £75. This is more than the remaining installments had I left the policy running. Was told I could not leave it running and that the policy would now be cancelled and that I would be chased for the further £75 fee. Beware if you need to cancel you policy mid way through. Cheap for a reason.
Posted 1 year ago
Dear Ms Sayers,

Thank you for your review. We always appreciate receiving customer feedback as this helps us to improve when things go wrong.
I am looking into your comments and will write separately to you.

Kind Regards
Chris Wade
Quality and Risk Manager
Posted 1 year ago
My review is limited to completing the application on line and getting a good policy at an acceptable price. The application procedure was thorough and took some time but they asked all the right questions. We chose them because of their reputation. We are moving house and our current insurer, Liverpool Victoria, wouldn’t insure the new property because it had been underpinned (in 2002 with no subsequent problems!).
Posted 3 years ago
I was in a difficult position trying to arrange insurance cover for a grade 2 listed late 17th century property with a small amount of old subsidence.
I was in a rented property without mobile phone contact, but with email contact.
The folks at I I guided me through all the hoops and were very patient with me at all times to ensure correct cover was in force at exchange of contracts.
Posted 3 years ago
Intelligent Insurance is rated 4.60 based on 571 reviews