Intelligent Insurance Reviews

4.60 Rating 571 Reviews
94 %
of reviewers recommend Intelligent Insurance
Merchant Metrics
Customer Service
Communication Channels
Email, Telephone, Live Chat
Queries Resolved In
Under An Hour
Read Intelligent Insurance Reviews

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.

Visit Website

Phone:

3333111110

Email:

contactus@intelligentinsurance.co.uk

Location:

Intelligent Insurance 4 Lakeside Salisbury Road, ,

Write Your review

Tell us how Intelligent Insurance made you happy
Help future customers by talking about customer service, price, delivery, returns & refunds.
Minimum 10 characters
What's your name?
Leave this blank if you'd like to publish your review anonymously.
(Optional)
What's your email?
We need your email address to verify that your review is genuine
Anonymous
Anonymous  // 01/01/2019
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
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
renewals process is extremely frustrating. Login never works.
Posted 7 months ago
Dear Phil,

I am sorry to hear that you have had this experience. I am looking into the comments raised and will write to you separately once I have investigated the matter. I am in receipt of a separate communication you have sent to us via email. Thank you.

Kind Regards
Chris Wade
Quality and Risk Manager
Posted 7 months ago
I’ve been with this company for the past two years. Previous no claims bonus, and no claims made either with Intelligent Insurance. However, it appears they punish loyal customers with ridiculous renewal quotes. My new home insurance quote has increased by £120.96 from last year, with no explanation. Needless to say I will be looking elsewhere. Buyer beware!
Posted 7 months ago
I'm being asked to review Intelligent Insurance even before my policy has started! How can that be? If you want an honest opinion, contact me again in six months time.
Posted 8 months 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 9 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 9 months ago
we have just spent the last 2 months dealing with this companys
loss adjusters who have been nothing but a waste of time were asked for 2 quotes we got them ,oh too expensive got them another quote done by myself ,no to expensive all the quotes were + vat after numerous telephone calls and couple of emails they said the qs in there company has said the works should be
4986.31 . because the loss adjusters had messed us about so much not returning calls or emails on my final conversation with them i was so frustrated and worn down by them i accepted there costings so i can get on and get the works done. the next day after excepting the offer she now wants a vat receipt as her offer included vat .never once mentioned to me. if you ever claim from this insurer i recommend you get your own loss adjuster who will know how too deal with people like this and save you the stress and will cost companys more
Posted 9 months ago
Dear Mr Robinson

I am sorry to hear about your recent claims experience. I will inform the insurer of your dissatisfaction. I have written to you separately to detail the action I have taken on your behalf.

Kind Regards
Chris Wade
Quality and Risk Manager
Posted 9 months ago
Took out a policy with this company. I took the option of monthly payments without reading the small print. Intelligent Insurance make you take out a loan with a separate company who then pay the full policy fees to Intelligent insurance. I have no need of a loan especially with a credit company I have never heard of. I cancelled the policy and was charge huge fees to do so. I really feel like I have been scammed. Totally my own fault but this company knows what it is doing . Anyone taking out a policy needs to read the small print.
Posted 9 months ago
Thank you for your review.

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

Kind Regards
Chris Wade
Quality and Risk Manager
Posted 9 months ago
They advertise themselves as specialist insurers for large houses - I spent ages filling in their online forms only to be told they could not give a quote - no explanations - no follow up - nothing !!!!
I got quotes from other brokers who didn't claim to be large house specialists. Unimpressive - a huge waste of time.
Posted 10 months ago
Dear Mr Chapman,

I am sorry to hear about your experience.

I will investigate the reasons why we were unable to provide a quote on this occasion and write separately to you.

Kind Regards
Chris Wade
Quality and Risk Manager
Posted 10 months ago
On line form very obscure,method of payment confusing,operator was not people friendly,hidden charges not explaided
Posted 1 year ago
Dear Mr Bamford-Preston,

Thank you for taking the time to leave a review and subsequently discussing your experience on the telephone with me. I am pleased that we were able to provide a suitable resolution to this matter.

Best Regards
Chris Wade
Quality and Risk Manager
Posted 1 year ago
Huge scammers, the worst insurance company ever, they want you to pay but when you are claiming you never see the money and its not successful, they will send investigators to check your case and and they falsely accuse.. dont use this company by any chance.......
Posted 1 year ago
Dear Andrej,

I am sorry to hear about your recent claims experience. I have contacted the insurer on your behalf and informed them of your dissatisfaction. Therefore, you should hear from them shortly. I will write to you separately to explain the action I have taken on your behalf.

Kind Regards
Chris Wade
Quality and Risk Manager
Posted 1 year 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
I bought a policy via intelligent insurance and recently had to make a claim as my daughters bicycle was stolen from our garden, since the claim was approved as a ‘cash settlement’ and definitely ‘on it way to me via my bank’ I purchased a replacement bike for my daughter... I am 2 weeks down the line and Pen Underwriting or direct group (gets very confusing who to chase) have said, bank problems, don’t worry we are sending a faster payment to everyone (last Friday- No payment still).... it doesn’t matter what staff are like, it’s about the service you get when a legitimate claim is put in. I am still £300 down, will I ever see this money????? Intelligent Insurance at least spoke to me but I was directed to claims..
Posted 1 year ago
Dear Miss M S,

I am sorry to hear about your recent claims experience. I have raised your dissatisfaction with the insurer who will be able to obtain the information about your claim and provide you with a response.

I have also written to you separately regarding this matter.

Kind Regards
Chris Wade
Quality and Risk Manager
Posted 1 year ago
Missed my renewal date by a couple of weeks (or 'a long time' as Intelligent Insurance preferred to call it), and they used my honest mistake as an excuse to bump the price up by about a third from the renewal notice. Okay, so I did forget, but sharp practices like this are very prevalent in the Insurance Industry. Also they didn't send out a reminder at the time of the actual renewal date like some other insurers do. The alarming increase in the price was completely disproportionate to my simple mistake. Not happy.
Posted 2 years ago
I am sorry that you have had this experience. I am looking into the comments raised and will write to you once I have investigated the matter.

Kind Regards

Chris Wade
Quality and Risk Manager
Posted 2 years ago
Renewal was 66% increase over previous year. Seeking new quote brought price down by £150. Shoddy treatment of existing customers.
Posted 2 years ago
Sorry we did not get this right for you first time. Thank you for highlighting the issues and I hope my recent letter provides a clear explanation. Thank you for continuing to be a loyal customer.

Kind Regards
Chris Wade
Quality and Risk Manager
Posted 2 years ago
You couldn't even get my name right when asking for my review. At what point did I invite you to address me by the outdated title 'Mrs'?
Posted 3 years ago
Intelligent Insurance is rated 4.60 based on 571 reviews