“I paid my premium in full on Friday March 11. I then received an email saying sorry you are leaving, so I checked the MID and my vehicle was not showing as insured. I then called Vavista on the Saturday to get a recorded message saying that they were closed due to Corona virus, Sunday they are closed. I phoned them Monday to be told that I didn't have any policy with them and had not been insured with them since March 2021! (I was with them this past year and had just renewed). I had paid the premium online so I provided the receipt number to again be told no money had been received and that the advisor would send an email to the relevant department which would take about 3 days to be dealt with. I explained that this was not good enough as I can't drive my vehicle as I can't prove I'm insured. I then provided the reference number from my renewal premium and my policy and payment were found. I was on the phone 1 hour 40 minutes to be then offered £10! An absolute insult after injury! Waiting for a call back from the complaints team but on checking my documents they haven't updated my phone number. Disgrace”
Hi Stephen, 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 going forward. Thank you.
“ridiculous experience. Customer service is zero. unhelpful. They said they would charge for address change! never heard that before from other company”
Hi, thank you for your feedback. We take customer satisfaction seriously and would like to apologise for the frustration you've been experiencing with our customer service recently. We appreciate any feedback our customers provide to help us continuously improve our service going forward. Thank you.
“took my policy with Debenhams who then became vavista and to be honest had no problems after 11 months I received my renewal quote £700+ looked at the various websites to see if can get cheaper and there was some but not that much so decided as it would be easier to stay and accept the renewal quote. phoned today to renew and was told the quote had been withdrawn and the best quote they could get now was £7000+ I kid you not an increase of 1000% now I thought dick Turpin the highwayman was long gone but no he now resides at vavista”
Hi Mr Hoult, thank you for your feedback. We are sorry to learn of your dissatisfaction. We take our customer experience very seriously and appreciate any feedback our customers provide to help us continuously improve our service. Thank you.
“Absolutely disgusting. Paid £118 outright for my insurance (it was an old car). After selling my car and cancelling the insurance they have charged me £60 cancellation fee. That is just crazy. Certainly will not recommend these thieves.”
“Rang tonight about 5 45 was on hold for 18 min with no answer then rang back at 6 30 was again put on hold for a further 8 min the phone then went dead back to dialing tone was trying to contact you to pay and bring my account up to date but unable to get through.”
“Why would you insure with Vavista? I have changed my car. The portal says that I am unable to make changes at this time. I therefore called the number provided. It was answered first after 20 minutes but once security questions had been answered was dropped. The second time I called the phone was answered after 22 minutes but then went back onto hold before being dropped after 28 minutes. My third call dropped with speaking to anyone after 26 minutes. I would not have clicked on 1 Star but had to to be able to leave a review. It gives you the option to add a photo to strengthen the review but then it doesn't.”
“worst customer service, the call gets disconnected every 10 mins from the middle of a conversation and they never call you back. Bloody time wasters.”
“Terrible service, and expensive. do not know what they are doing, fed up of having to contact them to sort things out, told them i am cancelling my policy yesterday, they have sent me an email to say thankyou for renewing your policy .”
“Originally with Debenhams, but was moved to this lot during the course of the policy. Their main interest in life is charging 'administration fees' - quoted additional 50 quid fee for putting grand-daughter on policy for five days. Eventually tired of rude customer service I decided to cancel - they have a phone extension for cancellation but it cuts you off after 30 seconds, so had to go via 'policy changes'. Charged an extra 90 pounds 'administration' for cancelling the policy plus a fee for cancelling the legal expenses cover which incurred a larger fee than the 25.99 the policy actually cost ! I dread to think what would happen if you had an accident whilst covered by this company. Avoid at all costs.”
“had a car accident in October I hit a curb phoned claims line made a claim and I had to waite for 2 weeks before thay could get my car fixed there was no option for a curtacy car till my can whent in to garrage so I had to cancel claim and pay £612 pounds to get my car fixed as I am a nhs worker and needed car for work”
“i have been with debenhems for 5yrs you sent me a renewelprice and it was 200 pound more than i paid last year and when i phoned up vavista about it they where rude and said that rates change daily well the AA quoted me 478 pound with break down and fully comp i can,t believe they are aloud to rip people off”
“They are a very poor company.do not have anything to do with them.if i could give zero stars they would get it.all we needed was the windowscreen replaced for the mot.gave them my name,dob and address,didt have our policy number because we were sent over from debenhams insurance.never sent us any policy number or paperwork.they still would not deal with us.very poor customer service.”
“Consistently making mistakes that have wasted my time. I've called them ahead to try and help them but they are seriously incompetent. Have said I don't have cover for certain things, when I have evidence that I do, they continue saying that I don't, then after weeks of calls and emails they then backtrack. Have got my NCB wrong, despite numerous calls and emails. Insurance shouldn't be a massive headache where you have to chase them over and over to get basic tasks done correctly. Don't waste your time, pick a reputable and decent company.”
“Foreign bludy call centres useless!! Can’t understand north east accents. Couldn’t advise me how to change my password to long into the online portal as it isn’t sending the the email to change my password to put me on a hold for 20 mins for it to magically cut off ha.
So poor!”
