“I had a right miserable cow on the phone who was about as helpful as a bucket with a hole in it, i wanted to add a vehicle she said no you cant do it, i asked could i amend my policy she said no, then i found out that although i pay for full comprehensive i always thought your covered to drive other cars found out no they don't do that insurance, well and truly disappointed with the way she handled the call. So going to look else where for vehicle insurance and leave these there.”
Hi Mal, Thank you for your recent feedback. We are sorry to hear of your recent dissatisfaction. We take customer satisfaction very seriously and appreciate any feedback our customers provide to us to help us continuously improve our service going forward. We would like to look into these calls further. Please email your postcode and vehicle registration to reviews@vavista.com and we can look into this. Thank you.
“Poor customer service.
Expensive for loyal customers.
Poor Refund strategy.
I DID NOT opt in for Auto Renewal (Of my car insurance). However, Vavista charged auto renewal at a higher price without my permission. Even though in the other price comparison websites Vavista's annual quotation was £82 cheaper for me as a new customer. I did not want to pay extra for remaining a loyal customer.
I wanted to purchase the other (cheapest) policy. But Vavista would not refund my money(that the charged for auto renewal without my permission). I had to call more than 5/6 times (needed more than 2 hours of conversation) to chase up the fund. The initial excuses was ''It generally takes 3 days at least to transfer funds", then second excuse was "they took the wrong account number". After holding my fund hostage for 5+ days Vavista offered (as a gesture of good will !!!)to match the price of the other company... few hours before my policy was due to expire.
I could not purchase initially (due to insufficient fund). Later I was left in a desperate situation had to pay a significantly higher price for my yearly car insurance this year. I ended up losing money.
Nightmare experience. Never again Vavista. In my opinion this is one of the worst possible practice of holding on to a loyal customer. The regulators should be monitoring the companies so that the customers don't feel like a hostage and forced to stay in the end.”
Hi Mohammed, Thank you for your recent feedback. We are sorry to hear of your recent dissatisfaction. We take customer satisfaction very seriously and appreciate any feedback our customers provide to us to help us continuously improve our service going forward. We would like to look into this further. Please email your postcode and vehicle registration to reviews@vavista.com and we can look into this. Thank you.
Hi James, Thank you for your recent feedback. We are sorry to hear of your recent dissatisfaction. We take customer satisfaction very seriously and appreciate any feedback our customers provide to us to help us continuously improve our service going forward. We would like to look into these calls further. Please email your postcode and vehicle registration to reviews@vavista.com and we can look into this. Thank you.
“Worst ever customer service. I was a debenhams customer and was moved to vavista. I remained with vavista for 2 years because there is no need to call their pathetic customer service. Customer service is definitely in some far part of the world with English not being their first language so they disconnect the call if you ask them out of their rule book and has no courtesy to call back. At the time of renewal, I got a quote in the renewal invitation email but they increased the insurance premium without any reason.”
Hi, Thank you for your recent feedback. We are sorry to hear of your recent dissatisfaction. We take customer satisfaction very seriously and appreciate any feedback our customers provide to us to help us continuously improve our service going forward. We would like to look into this further. Please email your postcode and vehicle registration to reviews@vavista.com and we can look into this. Thank you.
“For several years, I have been a customer of Vavista, formerly Debenham. Until today, I had two cars, a VW Polo and a Peugeot 407, insured with this company. A few weeks ago, the Peugeot 407, broke down. I decided to buy a new one. Today the transaction took place and I became the owner of the third car, the Peugot 508. I decided to transfer my policy from 407 to 508. During the change on the Vavista website on the Internet, there was information about the need to call a consultant. During the conversation, I gave the Peugot registration number 407 and asked for a policy change to 508. I made the payment (almost £ 300), agreed to the amount to transfer the policy seamlessly. What was my surprise when it turned out that my policy had been transferred from the VW Polo (working) to the P 508. I paid £ 300, lost my Polo insurance, and was left with insurance on the broken car that I wanted to scrap. I called again and..."I can't have two cars on one policy and I have to insure my Polo again". What about the Peugeot 407? Should I pay 3 insurance for two cars? Until yesterday, I would give 5 stars, today I give one because you cannot zero. Avoid this company”
Hi Jacek, thank you for your feedback. We are sorry to learn of your dissatisfaction. We take customer complaints very seriously and appreciate any feedback our customers provide to help us to continuously improve our service. We would appreciate the opportunity to assist you further. Please email reviews@vavista.com Thank you.
“I received a text saying thank you for renewing your insurance with vavista although I never did. When I rang to question the renewal I was told I should of been in touch 4 months before the policy ended if I didn’t want to renew it although my emails I’ve been receiving don’t indicate an automatic renewal and in fact advise me to call to discuss a renewal price.
Now I’m stuck with a policy that is dearer than what I could of got and I’ve been told there is nothing I can do.”
Hi Danielle, thank you for your feedback. We are sorry to read that this happened to you and would like to apologise for this. We do appreciate any feedback our customers provide as it will allow us to resolve any problems that occur and help us to improve our service. We would also like to look into this further for you, please can you email us with your postcode and vehicle registration to reviews@vavista.com so we can assist you further. Thank you.
“Had to cancel after being a customer for a matter of days, after requesting a change in my excess from £200 to £180 this caused the premium to shoot up and they wanted payment on the day. I said can this not be added to my monthly payments as an overall premium and they said no. Which is bad considering its £20 difference in my excess however this was a must for me and since they had no options whatsoever i had to cancel, cost me £20 for nothing but glad i dodged a bullet customer service is terrible took me 6 times to get through to customer service cheap insurance poor service”
Hi Jake, thank you for your feedback. We take customer satisfaction seriously and we are sorry that we did not meet the standards you would expect to see. We would like to apologise for the inconvenience and frustration this would have caused to you. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. Thank you.
“Had our policy 2 months but had to sell car to due cost of living being high so cancelled our policy & got hit with a £194 cancellation bill,not impressed & will never use again,plant a few trees with cancellation bills like that”
Hi, thank you for your feedback. Firstly, we would like to apologise for the frustration you've recently experienced with us when cancelling your policy. We want you to know that we appreciate your feedback. It will allow us to resolve these issues in the future and hopefully improve them and our services moving forward. Thank you.
Hi Chris, thank you for your feedback. We take customer satisfaction seriously and would like to apologise for the frustration you’ve recently experienced with us. We do appreciate any feedback our customers provide to help us continuously improve our service going forward. Thank you.
Hi, Thank you for your recent feedback. We are sorry to hear of your recent dissatisfaction. We take customer satisfaction very seriously and appreciate any feedback our customers provide to us to help us continuously improve our service going forward. We would like to look into this further. Please email your postcode and vehicle registration to reviews@vavista.com and we can look into this. Thank you.
“My renewal price is £200 more than last year and I didn't make any claim, plus I try to cancel the auto renewal on the web site and is not working... Really bad service.”
Hi Ruben, thank you for your feedback. We take customer satisfaction seriously and would like to apologise for the frustration you've been experiencing recently with trying to cancel your auto-renewal. We would like to help you with this. Please email your postcode and registration to reviews@vavista.com and we can assist you further. Thank you.
“Vavista insurance company when i contacted the custom service to change the place of residence and the car, they said they could not insure the car and told me to look for new insurance when i asked how the reason was not explained to them.”
Hi Vitalii, thank you for your feedback. We take customer satisfaction seriously and would like to apologise for the frustration you've been experiencing recently. We would like to take a look into this further for you. Please email your postcode and registration to reviews@vavista.com and we can assist you further. Thank you.
“Really dissatisfied, my car renwal was coming up I phoned to see how much it was and agreed. They said it would automatically renew only to open a email saying it had been cancelled as my card was out of date. I rang straight away and explained I'd not had any correspondence in accordance to my card. Price went up a extra £160.00 so didn't renew. They said they'd sent a email and letter about my card being out of date. Checked all emails and nothing, no letter. I'd appreciate if they'd send proof of email and letter but nothing. Quick enough to take my money 1st time round.”
Hi Sam, thank you for your feedback. We take customer satisfaction seriously and would like to apologise for the frustration you've recently experienced whilst renewing your insurance policy. We appreciate any feedback our customers provide to help us to continuously improve our service. Thank you.
“Well i csnt tslk to amyone and it is just hard work cant updaye my details so i might have no no choice to find another company and its not the first time eother it is the worst company ever”
Hi Peter, thank you for your feedback. We take customer satisfaction seriously and would like to apologise for the frustration you've been experiencing recently. We would like to take a look into this further for you. Please email your postcode and registration to reviews@vavista.com and we can assist you further. Thank you.
“Sent a renewal offer. Accepted the renewal offer. Recently moved address so gave the update address.
Was then sent a new renewal offer with an increase of £200. Outrageous. I moved a 10 min drive away.
Vavista essentially blackmailing me and taking advantage to pocket an extra £200. No other details on my policy had changed.”
Hi, Thank you for your feedback. We are sorry to read that this has been your experience with us and we would like to look into this further. In order to do this we will need to locate your policy. Please email your postcode and vehicle registration number to reviews@vavista.com and we will be able to look into this from there. Thanks
Hi Sophia, thank you for your feedback. We take customer satisfaction very seriously and would like to apologise for the frustration you've been experiencing recently. We would like to take a look into this further for you. Please email your postcode and registration to reviews@vavista.com so we can locate your policy and assist you further. Thank you.
“Won’t insure me on my new car so had to cancel policy on old car and go with different insure,summer set bridges waved the £75 cancellation fee and vavista decided to add an extra £200 on cancellation fee so vavista asking for that”
Hi, thank you for your feedback. We are sorry to learn of your dissatisfaction. We take customer complaints very seriously and appreciate any feedback our customers provide to help us to continuously improve our service. We would appreciate the opportunity to assist you further. Please email your postcode and registration to reviews@vavista.com so we can locate your policy and assist you. Thank you.
“Sold my car got new one asked could I change my insurance over she said the UNDERWRITER said no would I still be keeping insurance on my old car what I have just sold ???? no she’s asking for all sorts of fees..”
Hi Colin, thank you for our feedback. We are sorry to learn of your dissatisfaction. We take customer complaints very seriously and appreciate any feedback our customers provide to help us to continuously improve our service. We would appreciate the opportunity to assist you further. Please email your postcode and registration to reviews@vavista.com so we can locate your policy and assist you. Thank you.
“I paid my premium in full on Friday 11th March. On the Saturday I received an email saying sorry you are leaving Vavista. My vehicle was not showing as insured on MID and the portal would not let me log in so I could not prove I'm insured. I then called Vavista to get a recorded message saying that they were closed due to Corona virus. They are closed Sunday so I called Monday. I was told that I had no policy with them and hadn't had a policy since March 2021. After 1 hr 40 minutes I proved them wrong, now waiting for a callback from them after refusing a offer of £10 in way of apology. £10 when I was unable to drive my vehicle all weekend pfft.”
