“The company have charges that are disproportionate in relation to the total insurance cost. Their cancellation fees are nearly £80 minimum before the insurers take time on risk. When challenged over the high fee they confirmed that they are not obliged to provide a breakdown other than it was a commercial decision to set this cost and that their regulators were satisfied with this. They confirmed that customers are made aware of this before taking out the policy, however this information is deep within their Terms Of Business. Price comparison websites are designed to provide customers with the best value for money policy taking into consideration various add ons such as protected NCB, personal accident, legal cover, key care, breakdown and an illustration of total excesses. It does not however clearly stipulate the insurers/intermediaries fees such as cancellations or mid term changes. These charges are so significant that it can affect how a customer makes informed decisions as to wheather the policy is right for them. I would never have taken out the policy had this been more transparent on the price comparison quote. I wanted to make a change and remove drivers before the policy incepted and the fees were very high. I decided to to request the policy to be treated as not taken up before it incepted but they wanted to charge for this as well. I felt totally cornered. Their customer service is really poor and advisers talk very quickly and I feel they don't listen and when you request the escalate a query you are faced with unnecessary barriers and confrontation. Unlike most insurers their automated telephone options provide you with so much information and can prevent you from speaking to an adviser for at least 3-5 minutes. I do not recommend this company and would happily share this information.”
