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Endsleigh insurance - problems with communication
Member Name: julwhite
Advantages: Helpful on the phone
Disadvantages: Very poor communication
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!
Summary: Poor communication leaves me with negative impression
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