I could not be more frustrated and disappointed with the service provided to me by Endsleigh. On claiming for the loss of my phone, I was met with the highest level of pedantry and resistance. My claim was drawn out over several weeks which obviously caused me a considerable amount of inconvenience and it was difficult to contact the representatives to discuss anything. As part of this whole charade I was even asked to send a statement in the post, adding further to my inconvenience when email correspondence had been possible and available at this time. At every point the details of my account of losing the phone was questioned to the minutia, trying to get me to slip up and show inconsistencies what I was saying. Obviously since in the first instance I had lost my phone and was unable to recall where I had lost it, it was exceedingly irritating and impertinant to be continuously demanded to provide an accurate explanation of where I lost the phone. If I had known that in the first place I would not have been in the agonising and mind-numbing position of talking to the unsympathetic and unhelpful claims adviser about it. The method of drawing out and frustrating me in the extreme so as to deter my efforts in claiming my money were so blatant as to be insulting. The policy has proven to be farcical in the extreme and represents the absolute greed and selfishness with which Endseigh regards the insurance services provided.
Endsleigh Insurance are the worst company I have ever dealt with. It is now over 1 year since my claim and they still have excuse after excuse as to why they haven't paid out yet. If ever they do...
I've had buildings & contents insured on separate policies with the Endsleigh for a number of years. They're not the cheapest, but you get what you pay for & I have found them to be consistently helpful. I've never had any problems, with the website or the staff. I recently lost a tent whilst on a cycle to John O'Groats, and had to purchase another immediately. My original tent although unused, had been discontinued, so I had no alternative but to buy a more expensive replacement or abandon the journey. The staff at Endsleigh and at TCS Loss Adjusters were most helpful and have compensated me for the replacement less the excess. I'm very satisfied, and would recommend Endsleigh withoout hesitation.
I have been with Endsleigh for 2 years. Very competetive on price but thats useless when the customer service is shocking to say the least. I accidently damaged my tv screen on 1/01/2012. I submitted a claim for accidental damage on the 1/01/2012 and as of today i am still without a working tv. The loss adjusters were supposed to be in contact within 48 hrs. They haven't responded to my emails. I wish i had paid the extra money and gone with someone else. I also had a claim turned down for damage to my roof after the high winds at the end of the summer. They sayd somebody would ring me within 48 hrs to arrange an assessment. In fact i had to ring back after four weeks when i hadn't recieved any contact. "oh has nobody been in touch" they said. Four weeks later after numerous phone calls they sent a surveyor to assess the damage. He stoud around 400yrds down the road and said " oh i see the damage. Used a camera phone to take some pictures. Said thats all i need and you will have an answer within a week. I said are you not going to get some ladders up to check the damage. No i have what i need. Two days later i recieved a letter stating that due to the age of the property the damage was classed as wear and tear. If tiles are blown off yyour roof by the wind how can it be wear and tear? How can anyone make a decison like that using a camera phone. How can the justify sending a surveyor wearing a suit to look at my roof. In a car, no ladders or anything. Just shocking
I got burgled on 23rd December just before Christmas, after phoning numerous Endsleigh numerous times I kept getting passed to different departments.I finally got given a number for claims and when I called the number it just repeated the number to me, to call the number I was given (which was the number I rang)So I could not speak to anyone regarding a claim.Absolutely shocking service.Avoid Endsleigh at all costs.They are not even that cheap!
If you use this company be very wary of giving them your debit card details. Apparently in the extra small print is the authority for them to help themselves to your account whether you agree with it or not. Will not be using them again! Ive only given them one star because I had to!
I have been pursuing a complaint with Endsleigh and am still waiting for a substantive response some 6 weeks later. I have written to them and e-mailed. I guess I should feel ok about it though, because I have heard that when i take the complaint to the Financial Ombudsman Service Endsleigh have to pay £500 whether it is upheld or not. Great news!! Guess we know where there profits are going for Endsleigh if they behave this poorly with all their dissatisfied customers.I would rate them zero stars but there doesn't appear to be a zero option . . ..
I have insured with Endlseigh for a few years and have found their customer service friendly and efficient....until I came to claim. The loss ajusters did not respond to emails and were obstructive! While they have been competitive on price this is rendered void if they are obstructive when it comes to claiming.
I have used Endsleigh Insurance for contents since I was at university. Their website is easy to navigate, their quotes are cheap (particularly for younger clients) and their customer service is great. Most recently, I applied online for insurance and received the policy documents by email within minutes. Printed copies were on my doormat 2 days later. There is the option to pay by installments, however, like most insurance policies, a premium is charged for this. I was able to insure all my possessions for under £100 and was able to claim quickly and easily when I damaged my mobile phone on a night out. Customer service staff have always been very helpful. When I made a claim, a cheque was on my doormat within 3 days which really helped me get on with replacing my possessions. Although I'm not hugely loyal to firms like this, I compare prices mainly, I am happy to stick with Endsleigh for contents insurance, I've always had great cover and service.
I have just taken out insurance with endsleigh and i must say, the people are very polite, very well mannered and seem to be nice. However, this is a rant, when i spoke to an advisor about insurance for a car, he stated that it would be 422 upfront payment or 60 P/M (ish), i was already with endsliegh so couldn't be bothered to move. Now i have been informed i have to pay 69 a month as well as my 422 upfront payment, when i complained they suggested i got confused ad i am at fault and in all likelihood i would incur the costs of cancellations. GO TO SWIFT COVER as i am also with them on another car and have no problems....very poor from endsliegh.
This review is for the insurance company "Endsleigh Insurance", who insured me for my house contents, but they also offer car insurance and buildings insurance amongst other services.
I recently obtained insurance for my contents using Endsleigh, primarily because the previous occupier of the flat had used them, and so I thought I'd give them a go. I've used a range of insurance companies in the past, and having never made a claim with them, had little reason to be either happy or unhappy with them.
Endsleigh's service was initially good, they offer a freephone number or they call you back if you call from a mobile. I waited for around four to five minutes before speaking to an advisor about my insurance query, the only negative was that I was switched twice to other staff as the automated phone service had directed the call to the wrong department.
After I got to speak to the advisor, I found him very helpful. He asked the standard questions about insurance, and took the details in a helpful and quite reasonably paced way. He was helpful and knowledgeable about his product, and as the price was good, I added on extra items of insurance, such as accidental damage as it seemed cheaper than the previous insurance than I had.
I don't have very expensive household items, and on my previous insurance, I had a minimum insured value of significantly over what my items were worth, something I was probably paying for in terms of a higher quote. Endsleigh were able to get insurance which didn't have this, hence why I suspect my quote was much lower.
At this stage, all was good with the quote. The advisor read back the details of the quote, and he did offer rather too many additional services that weren't of interest, which was a bit of a waste of time, but to his credit, he didn't push the matter after I said that I didn't want these extras, such as legal protection insurance and the like.
He gave me chance to ask any questions, which I didn't have, but I was confident that he knew about his subject. At the end of the call, I was directed to a recording which lasted about two to three minutes which confirmed the coverage that they were providing in general terms, ie, the legal stuff and small print!
From then on, Endsleigh's service has rather fallen apart. In a bid to "save the environment", or in my view, to save them money, they said that they would e-mail details of my quote to me. Whether they did and they had the e-mail address wrong, or they didn't send it, I don't know, but I did check my spam filter just in case it get caught. The e-mail was meant to arrive within five minutes, but after four hours, nothing had arrived.
As I was sure the policy was fine, I left the matter three days, and then sent a polite request on their web-site for them to check their e-mail address, or to post a copy of the policy to me. It's all very well them saying it's fine, but they wouldn't say that if I made a claim, and I thought I was insured for something I wasn't.
Unfortunately they disregarded my e-mail, which irritated me, despite it saying they'd respond within two days. It might be me just being over cautious, but I added on two items to the insurance which would be covered outside my flat, and I wanted to ensure exactly what the terms of coverage were.
After another four days, I sent another e-mail, asking in writing for a copy of the policy, and they have yet to reply to this, although to be fair, I only sent this a day ago. Either way though, I would have expected to see the policy now.
Payment for the policy is either by an annual payment, which would have been around 80 pounds for me, or monthly payments, which come to around 90 pounds. I opted for the monthly payments, which are organised by another company, and they sent the paperwork, which I completed on-line. The address they had was slightly wrong, but this third party company corrected it on their system.
So overall, I'm not impressed. I'm sure everything is fine, but I have an insurance policy, which I've paid a deposit towards, and no written details of what is covered. If everything is as agreed on the phone, then great, but since they clearly have my address and e-mail address wrong, I'm a little concerned! Whether by further e-mails or further phone calls, I'll get the policy, but it shouldn't be this difficult!
A note to companies, ignoring e-mail is bad, there's no need to ignore a polite e-mail which wasn't harassing them. So disappointing, and if I tried to cancel there are penalties for doing so, but I'm not as confident in them as insurers as I have been in the past!
Very poor car insurance. I have been waiting 6 months now for my car to be fixed and they have not even been chasing the other parry to recover my losses during this time, just sitting on the forms I filled in a week after the accident. Only after much prompting they finally appointed me a solicitor to try and recover my loss. He was amazed it has took 6 months and said most insurance companies only take a few weeks at the most. I have been without a car for 6 months now !! They have not even forwarded a copy of all the forms and details I originally sent to them to the solicitor now chasing it. He had to ring me and send me even more forms to fill in for the exact same information. Duplication of paper work and writing to witnesses twice !! Once by Endsleigh and again by the appointed solicitor.
An utterly bad experience. Stay well clear of this company and stick to someone well known. By far the worst customer service I have ever had.
In August this year it was time to renew the home insurance. As I live with friends I found that a number of the major insurance companies were unwilling to insure us. In fact Endsleigh was the only well known companies willing to do so.
I initially opted for a quote online and when I didn't proceed straight away found that a few days later I received a call from one of their advisors who said they would re-calculate the quote to see if they could get in any cheaper. As it turned out, it came out exactly the same. I didn't feel the quote was particularly competitive, at just over £300 per year for £25,000 worth of contents cover. My friends and I live in a house with secure locks, an alarm and an electric gate enclosing the property I would like to add. But I didn't feel like I had any other option and so proceeded with the quote.
The telephone service left me wishing I had proceeded online. It was nothing to do with the mannerisms of the advisor, in fact she was very pleasant. What put me off was that she attempted to sell me every other insurance product they offer. Beware, they tried to automatically include domestic emergency cover into the package. When she was running through the things included in my policy she reeled it off. Having been on their website I knew this was a costly extra at £17.99 a month. As if my policy wasn't expensive enough. She then proceeded to try and sell me travel and card protection along with some other things. I explained that I had no need for these things as I already have them with my bank account but she still continued. f I hadn't needed insurance I would have been tempted just to end the call. After she finalised my policy I was then put through to an automated service to hear some important terms and conditions. I remember very few, but one that did stick out is that if you miss a payment you will be subject to a £20 charge. I'm sure there were some other really important ones but I had been so overloaded by information during the call it was too much for my brain to absorb.
One positive I will say for Endsleigh s that if you have access to a computer you can have your policy online. Not only does this save you filing paperwork but helps you do a bit for the environment by saving some paper. If you want to though, you can download your policy and print it off.
Overall I wouldn't recommend Endsleigh unless you are in a living arrangement similar to that of mine. The current climate means the market is very competitive, numerous companies are offering price match guarantees, vouchers when you sign up and will even pay your cancellation costs if you switch from another provider so there are some very good deals to be had
I have used Endsleigh for about 2 years now. I have a student posessions insurance policy, and also accidental damage. I also have my phone insured with them. All this costs £100 a year. My policy is great as it includes things such as if I am burgled and there is no sign of forced entry, ie someone leaving a door or window open and the burglar getting in that way, they will still pay out.
This was put to the test when I was burgled this year. The process I went through to claim was something like this:
*I phoned the police to get my crime number
*I then phoned Endsleigh customer services with my policy number and crime number, where I was put through to claims.
*They took all the details of what had been stolen, my handbag, keys, money, headphones, and all my cards such as young persons railcard.
*They phoned me back to arrange someone to call me about directly replacing the headphones.
*I had to email a list of what was stolen, including how much each item was worth. They then phoned back a week later to confirm the amount that they were going to send in a check
*The cheque arrived a few days after this and Someone rang to say they had included the money for the headphones in the check, as they couldnt find an exact match
I think they are a great company, even though your actual insurance isnt with them, its with Zurich.
They were extremely helpful and considerate on the phone, and got me my money quickly so I was able to replace the items. I recently phoned to change my address on the policy and I was able to get through quickly and the process was easy.
I think its a good company for students to insure with, as it offers student specific insurance such as accidental damage, laptop cover, open door insurance.
Last year I took out car insurance with Endsleigh for the first time; it wasn't the cheapest but I thought it would be OK, and I do work for a university. Last weekend (Saturday night) my car's rear window was broken by vandals. Endsleigh's agents didn't have the right glass, it was about to rain and the car was insecure. So I rang the only other Endsleigh number I had (claims line) to find out what I should do to stop any further loss (and claim). As soon as I mentioned 'glass' they refused to talk to me, telling me it was the glass company's problem (they'd already said they couldn't help). I submitted an emailed complaint, but total silence so far. Oh yes, and it's Wednesday and the car still isn't fixed. I will never use Endsleigh again.