"Incorrectly took additional charge"

After taking motor cover I received email advising that an additional charge would be made as there was an outstanding unsettled non fault claim that they said I had not disclosed. As there was no unsettled claim in my name I used the chat service, they were unhelpful and told me that I had to get proof. My previous insurance company were extremely helpful and emailed me the proof that I needed. I forwarded this to onecall and they told me no additional charge would be taken until my document had been verified. After 4 days I received an email and a text telling me that no charge would be made and I should disregard any previous correspondence/email. Today, a payment was taken from my account by them . I used their chat service and was told that a refund was issued but it would take 7-10 days before reaching my account. I am disgusted with them as this payment should never have been taken. I would not recommend this company at all.

"OMG Terrible Service"

OMG, why oh why I insured with these guys, oh it was when I could actually talk to someone. Not now, its all on an App, then whenever you do want to chat, you are in a que of over 30 !! Trying to cancel my renewal as they are 50% more expensive than others now.I am a moderator on a motorcycling website and will be advising my 6000 odd members to stay clearSuch a pity as they used to be very good.

"Great service...eventually"

After spending 35 mins waiting on the line, I tried call back and spoke to someone within 10 minutes ...wish I'd done it earlier!!!! Spoke to callum who was very helpful and almost matched the price i had found on a comoarison site

"I'll not be renewing my policies with them"

Have had home and car insurance with them for years. Made first ever claim 6 weeks ago. Pleasant enough call handlers when you eventually get through but useless from there on. You just get the one live phone call - that's obviously why they have that One Call company name. Dreaded chat room communications take ages. They effectively opted out leaving me to an outsourced repairer 50 miles away who has no courtesy car for weeks and doesn't keep in touch. I'll be taking my insurance elsewhere at renewal time, even if I pay more, it'll be worth it.

"Not clear on price of renewal"

The home renewal policy is expensive, but also at no point have they told me the renewal amount and just charged me for it! log into their website and it does not state anywhere the renewal amount. This is a very poor user experience and also I think not legal. They need to send clear communication of renewal pricing not just "we have renewed your policy" with no pricing details.

"Jessica F was very good"

Jessica F was very good. Patient and understanding. She resolved my issues well and I am happy with the service provided. My only issue is the fact it would be much easier if you could actually talk to someone over the phone. What took 1 hour 10 minutes online could have probably been sorted in minutes.

"No one available from this Company to deal with the customer"

This company need Risk Assessing. Very worrying company. I made 2 calls, best part of one hour each. Requested call back. Call came in, as soon as I said hello, they cancelled the call. Completely blocked from cancelling my renewal. Would be quite frightening to be caught in an emergency situation and no one answers the phone.

"We have emergency cover with this.company"

We have emergency cover with this company. Our toilet was blocked and we called them Saturday am. and was told they may not be able to get an engineer to me for 24 hours as I had put bleach down the toilet. Fair enough.24 hours and heard nothing. There is no way to contact them as the phone line will only deal with new claims.We had to pay for a plumber.Over 48 hours later and two plumbers turn up at the door. They had only been given the job that morning.This is not emergency cover and they have taken $25.00 excess . I have tried to speak to live chat but they just refer me to a number where they won't discuss the situation.I am just going round in circles. Really poor customer service and I have lost my money. I will not be renewing with them

"DO NOT USE THIS COMPANY"

They have voided my policy because they changed information on my policy and have tried to blame me. I have tried to put in a claim which they have refused. They will get out of anything not pay out. DO NOT USE THIS COMPANY

"Spoke to a helpful guy who dealt with."

Spoke to a helpful guy who dealt with my query politely and efficiently I have asked for paper documents which I'm told I will receive