The first title was so bad I changed it... (Endsleigh Insurance)

Member Name: aebone

Product:	Endsleigh Insurance
Date:	26/08/01 (1100 review reads)
Rating:

Advantages: A good policy, Reasonable price

Disadvantages: Crap customer services to put it lightly, It took 8 WEEKS to sort out

I originally titled this 'The End(sleigh) of my tether...but it was pointed out that this was a really bad title. I had to agree, it was...now to the review!!!

I can't belive that after 4 years with this very well known insurance company, I have just experienced problems that have made me seriously look elsewhere for insurance (and piece of mind).

Let me tell you my story, in my own words (don't worry this isn't an autobiography!)

Well, 4 years ago I was a humble student, living in halls of residence. In the following 2 years, I lived in shared accomodation in the city and through this time I decided that Endsleigh catered for my needs. I took out insurance for my possessions at a reasonable rate, I think it was usually around £40 per year for £2000 worth of personal contents. Plus, you got such things as legal expenses cover, which was attractive.

I had no problems at all, using my local branch in the city centre. I received great customer service and was a happy lady.

Unfortunately, in the last year I have received some of the worst customer service known to man, and am so no longer a happy lady....I am a MAD one!!!

It really all began 2 months ago, and involves a newer local branch in Norwich, on the UEA campus. I decided when I moved in to my first shared house after university to continue using Endsleigh to insure my personal possessions. I got a quote and was happy that all my contents would be insured for about £7.50 a month, including again, such things as Legal Expenses cover. The problem came when I decided to move from one shared house to another slightly larger one.

My housemates (who are insured with Norwich Union) swapped their insurance policies over no problems. I went to the UEA Endsleigh branch a week before the move confident I could do the same. I was told I would be able to swap the policy over no problems, but would have to speak to the control centre over the phone
. So the man (who shall remane nameless) called up the call centre and I spent 20 minutes talking to a nice lady about my new house. At the end I was told I would have to take out a completely new policy, as there were "too many bedrooms" in my new house. Eh? I thought. Surely the nameless man should have known I would need a brand new policy. I was prepared to let that one go though, and told him I needed the new policy with £5000 of cover. He said fine, that he would cancel the old policy.

The new policy worked out at only slightly more than I was paying on my old policy...so I was happy at this point. Then just after moving house on 28th June, I got my statement through from Endsleigh for my new policy, with £3000 of cover. WHAT!!! I had specifically asked for £5000. Was getting a little annoyed by this point. SO I went back to the branch at UEA and spoke to nameless man, who promised he would sort out the problem, but could I bring my old documentation in the next day. I agreed and turned up the next day to find the branch closed...and the day after that. By this point I was out of the county with work and so wrote a letter giving him details of my old policy so he could cancel it. It was a nice letter considering I was getting angry. I asked him to phone me when he had details of my new policy, so I could rest at ease knowing I was insured.

The phonecall never came. I wrote another letter. This time I got a phonecall from idiot man saying the policy was being processed, that yes I was insured and should receive notice soon.

3 weeks after I moved in to my new house. Still no more news from Endsleigh. Then the next week a letter dropped on the mat. Brilliant I thought! Finally sorted! How wrong I was. It was a letter demanding money for the OLD policy that nameless idiot said he would cancel. Luckily I had cancelled the direct debit otherwise money would still have been leaving my account!!! So I phoned Endsleigh myself and
cancelled the policy.

After another week and a half of waiting, I decided to visit the branch once more. Nameless %&£~@!? was standing outside having a fag. He saw me go in the branch, but left me sitting in the empty branch for a whole 5 minutes whilst he puffed away. Then when I asked him about my policy he said "thats for £3000 of cover isnt it?" I could feel the steam coming out of my ears, but calmly told him that I had asked several weeks ago for it to be changed to £5000. Finally last week, a full 8 weeks later, my policy came through as I originally requested.

The best bit is yet to come however. I found out that nameless pratt was actually the manager of the branch. So, I wrote a very long letter to his regional manager. I have not heard a thing about my complaint a full two weeks later, which I think is disgraceful.

Customer service has definitely gone downhill with this company. I thought at first it was just this particular branch, but the lack of communication over my complaint, plus the fact you are normally on hold for over 5 minutes each time you call for help, changed my mind.

I am obviously angry, as you can tell, but now know of several other complaints involving this particular branch. I think the policy I have suits my needs, it is just a shame that it has taken me so much effort and stress to sort out!

The new policy entitles me to £5000 of cover, which includes £1000 of cover for things I take out of the house, accidental damage and Legal Expenses cover. I am currently looking at other quotes however, as am worried that if I ever do need to make a claim, it could be months before I receive any money. I have not found anything that matches the current policy on price, but I'm sure customer services would be better elsewhere. With any normal insurance policy, and indeed my previous policies with Endsleigh, things would be sorted in a matter of days, not 8 weeks!!!

I would be
reluctant to recommend Endsleigh to anyone now. I think it is OK for students, but once you are no longer a student it seems they can't cope. Be wary of this company....and never visit the UEA, Norwich branch!!!

Sorry about my rant. Good policy, crap company.

Summary: