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Norwich Union Direct

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16 Reviews
  • Shocking complaints procedure
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    16 Reviews
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      26.12.2010 20:57

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      I took out a life insurance with critical illness.Following breast cancer diagnosis claimed on policy.Can't fault them. Paid out swiftly with no quibbles.Very reassuring.

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      26.03.2009 13:20

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      Don't insure with them -- but probably all insurers are the same!

      We are totally devastated by the Norwich Union's decision not to compensate us for the escape of water in our kitchen floor. The company claims that the water is "historic" but have no evidence whatsover to back up their statement. The renewal notice which should have been received in October 2008 did not arrive, and eventually we managed to get through to the company and renewed on the phone. We paid the £120 renewal premium as required in the assumption that we were covered for all eventualities. In February a few dips appeared in our kitchen floor, and when this became more widespread we called in a trusted builder who lifted the floor covering and found the floor was rotting. We called NU immediately who assured me that we were covered for escape of water. Several visits later, the NU could find no trace of a leak and therefore flatly assumed that the water was "historic" and that it is not covered under our buildings policy, though the floor covering which they cut up to access the floor was covered by contents. They are totally intractable in their statement, and though it is possible there was a flood of water prior to our moving in 3 years ago, it is not necessarily the cause of the damage. So, don't trust your insurers, they are in the business of making money and we are their providers, not the other way around. BE WARNED!

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      08.03.2009 19:01

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      Always take them to Small Claims Court you can do it yourself and claim "breach of contract"

      5 year ago I took out mortgage protection policy and I had an accident last year. I had to phone twice to get the claim form and then it cost me £20 for the doctor to complete. I was off work 4 months with a broken wrist. My claim was continually rejected as they insisted I had no income for the last year, as I was self-employed, and my business made a financial loss. Income was just below vat threshhold, but I had spent a lot of money extending my business meaning my accountant said I was allowed to carry forward a paper loss. Still they rejected it. However, NU were forced to pay up in the Small Claims Court on 5th March 2009. They are not to be trusted and are lying scumbags who take your money but no intention of paying. im not clever, just determined everybody should sue!

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      30.09.2008 12:28

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      The only good insurance with norwich union is their travel insurance,as my wife has severe asthma the qoutes we get are stupidly high,but n.u gave us cover world wide for £95incusive of lost luggage.We had to use this cover when my wife sprained her ankle whilst in hawaii in may,$410 was the cost of treatment.When we got back it took one phone call to get our money minus the £50 premium.all in all a very good insurance cover and good service,the money was in our account within five days.I personaly cannot fault them at all for attitude and service.

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      18.08.2008 13:59
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      Please check your paperwork

      Recently our buildings and contents insurance came up for renewal, we've insured the house with Norwich Union for 5 years and received a renewal form the same as we usually do. What we normally do is have a quick look through other insurers then decide it's too much hassle to change, the prices with other insurers are about the same, and stay with Norwich Union Direct. This year I actually had a thorough read through the paperwork and realised they were insuring our house for about £30,000 less than it's actually worth. I looked back on previous paperwork and this has been the trend for a few years, since the house prices went up in fact. We actually bought our house just before the prices started to rocket so for us to end up in negative equity the prices would have to plummet alot further than they have done so I realised this wasn't going to be sufficient cover. To check I had the house valued and that's where I got the £30,000 figure from. This started me wondering how Norwich Union Direct have got so many customers and I can only conclude it's complacency on the part of the policy holders, much the same as it was with my partner and I. We've only once tried to make a claim on our house insurance and were told it wasn't covered, it was when our freezer decided not to freeze anymore. This is supposedly covered in our policy but Norwich Union wouldn't even contemplate the idea of helping us. That wasn't long ago so we were already annoyed with them. After further research I found on a couple of the financial sites that Norwich Union are in fact renowned for not insuring your house to the correct value. Even though the value it is insured to increases each year they fail because they don't increase in line with house prices and most other companies insure to a huge amount or unlimited amount (which normally has a cap but it is a very high one and you'd have to live in a mansion to go over this). So we decided to look around and definitely change. I've joined a couple of cashback sites and used one of those to compare prices (earning me money back) and also took out a policy (more money back)with another company that is not only cheaper but covers alot more. I found other companies covered the price of the house, more on contents, more for cash and items away from the home and most cost less so I'm pleased we've got this sorted but anyone who has house insurance with the Norwich Union who bought their house before the prices hit the roof please check the figure you are insured for, they are very well-known for not insuring enough so they must have done this to millions of home owners. They are not helpful when you call and don't even provide adequate cover so there's nothing to be gained from insuring with them.

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        15.06.2008 17:50

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        EXTREMELY LOW CUSTOMER SERVICE

        Norwich Union - Quote me happy! Yeah Right! Have been a holder of Norwith Union Home Insurance for some time, it is an all singing and dancing policy, the best you can buy, old for new policy with accidental damage. Home undergoing renovation, new kitchen, new boiler, new flooring. Lifted leather sofa outside whilst floor being laid and then again whilst cleaning dust from kitchen work. Noticed a small tear on sofa, 11 Weeks on Norwich Union are treating us with such disrepect it is unbelievable. There latest statement to us is that we have bought a 'low quality leather sofa, hence the reason why it tore so easy, They are the most difficult, rude, uncaring, disrepectful company I have ever had to deal with. BELIEVE ME INSURE WITH SOME OTHER COMPANY NOT ONLY WILL YOU SAVE MONEY, I AM CONFIDENT NO OTHER INSURANCE PROVIDER WILL TREAT ITS CUSTOMERS LIKE THIS!

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        06.03.2008 19:00

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        DON,T GET CAR INSURANCE WITH NORWICH UNION

        every year i,ve been with norwich union direct there has been a steady rise in the premuim despite not having claimed as the accidents i,ve had not been my fault, recently changed car to newer reg thought it would be cheaper to tranfer car to same insurance but the admistration fee was £57 how could they justify such a high ammount they now have moved to india in my opinion for cheaper taxes lower wagers no doubt why can,t they give a little back to loyal costomers cost me £360 this year i won,t be using them again i was a loyal costomer not any more i say stick with BRITISH COMPANY its cheaper i thought slave labour was out in this world perhaps the indian community should stick together and ask for more wagers a very unhappy ex costomer of norwich union at the end of the year thanks

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        08.12.2006 01:14
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        Norwich Union- Avoid like the plague!

        Norwich Union Insurers are without doubt the most utterly incompetent, negligent, and inefficient company I have ever had the misfortune to deal with. They mishandled every stage of my claim after a burglary at my property and took three months to replace stolen items, after much arguing and haggling. I had to do ALL the leg work between themselves, wholesalers AND EVEN COURIERS(!!!!) because THEY DO NOT HAVE CLAIMS MANAGERS. Avoid like the plague and warn your friends- they do not deserve your custom.

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        06.12.2006 15:26
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        NU are just no good at sorting out claims, and to try to complain is a nightmare

        Norwich Union Buildings insurance = horrific! Half our roof got blown off in high winds, and 4 days later, it's still not repaired, and we are classed as a priority! Rain is flooding in, and dangerous bits hanging off and claims dept in India are no help and cannot understand my dilema, they just keep transfering my call when IT'S THEIR PROBLEM TO SORT! Why can't they just get it sorted - now extra damage resulted as it's come through to all the ceilings upstairs. Will never, ever insure with them again.

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          30.10.2006 16:54
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          Quote me misery

          Our home was flooded in May 2006 due to a blocked sewage drain, we are still waiting to move back into our home but Norwich Union will not respond to letters, emails or phone calls and we are left with huge bills and without essential items that were destroyed in the flood e.g. fridge freezer, washing machine. Customer service (via India) is frustrating, upsetting, time consuming and costly. I have never made a claim in the 12 years of being insured with Norwich Union, please insure your home elsewhere as the distress caused when trying to make a claim is unbearable. We are now seeking legal advice as we are no closer to receiving any money or moving back home.

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            10.10.2006 19:54
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            I would not advice anyone to use Norwich Union Home Insurance based soley on my personal experiences

            I am also writing to advice people to steer clear of Norwich Union. Our next door neighbours had a fire and we had to claim through NU for the damage caused to our house. The fire happened in May 2006 and we did not receive the cheque to proceed with work until July and the cheque for our contents was promised on the 2nd August 2006 but we did not receive until 28th September 2006. No letters of apology or expalanations were received. Oh and in the meantime we have spent over three hours on the telephone with these people. No one will take responsibilty and the complaints department are worse than useless

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              29.09.2006 17:19
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              xxxxxxxxxxxxxxx

              I have to say that obtaining an online quote is quite easy on confused.com and Norwich Union direct were the cheapest. However I called to get more info on the quote and had severe difficulty communicating to someone in a call centre in India. If this is just at the quote stage then I dread to think how I could inform a telephone operative of the details & specifics of an accident. Needless to say I will not be buying with them, instead I will be paying the #9 more a year with another insurer with the peace of mind if anything should go wrong it will be handled by someone who can communicate well in English and understand the details I provide.

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                05.12.2005 18:17

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                In short, they are keen to take your premiums but reluctant to deal with claims

                I have to say, I am having a total nightmare with Norwich Union at the moment. I am trying to make a claim on my car after my vehicle got stuck in a flood, their claims handling is inefficient, tiresome and it is impossible to get anyone to take ownership of any problems. Not only have they not given me a claim number after 6 days of trying but I have had to do battle to get the courtesy car which I am entitled to on my policy. I am going round in circles with the Claims department who are based in India and can speak so little English that I had to give them my vehicle registration number in excess of 7 times before they understood it :/ Only to be told that they have no record of the claim, this has now gone on for almost a week, meanwhile my vehicle is sitting outside my house, filled with flood water and deterioating rapidly. I would not recommend Norwich Union purely on the basis that they seem incapable of handling claims efficiently or effectively. They are going to have to put in a sterling performance from this point in to make me change my mind or to remain with them.

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                02.12.2005 14:45
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                If your time is not important then dont use Norwich Union Direct otherwise they are OK

                This is the worst corporate nightmare in my 45 years of existence. This article is not so much about about Norwich Union Direct (NUD) but their corporate decision to use Dixons Insurance Group Services (DIGS)to carry out estimates/repairs on NU customers electronic equipment. I took out home policy insurance with NUD some 6 years ago, recently I had experienced an unforseen circumstance where my computer needed replacement. [NUD have a contract with Dixons to examine machines if they can be repaired or replaced depending on the extent of damage] so someone from xxxx@dsgi.plc.com was appointed to to examine it. We agreed they could examine the machine after I came back from a 2 week contract in Munich. After examination they said a report would be ready within 48 hours, but instead I had to wait 2 weeks (as you do) so after contacting them on an 0870 number hundreds of times to pull their finger out, they still couldn't be bothered! So in the end I had to pay for a leased unit while I waited and waited for a repair report. They came back to me and finally said *** 'they might need to check it again' *** - I felt like exploding at that moment!! After waiting indefinately, I got back to NUD and they suggested to get another quote from a local store, so I did, and a PC World engineer said it was beyond economic repair. After another week of waiting I got a strange call from DIGS saying it was repairable, I asked about the damage report which was LONG overdue, they said it was just a DVD drive that needed replacement, now this was getting funny even though I was being jerked around because my machine didn't even have a DVD drive! They obviously hadn't examined it properly or lost the report I thought? At this time NUD agreed a replacement would be in order, I pointed that I didn't want anything to do with Dixons/ PC World as they have in the past sold 2nd hand computers disguised as new ones! I insisted for a decent company like Dabs, Insight or Misco to provide necessary replacement. They suggested I get the same brand with the same model! They obviously didn't realise that Intel don't produce the same chips on their assembly lines over a six year period DOH! In the end they agreed they would pay a cheque for todays equivalent in the retailers name which was fine by me but took them 3 weeks to complete! My advise is don't use an insurance company especially NUD for household insurance, it's better to use use your bank instead. Don't use Dixons for ANYTHING apart from toilet facilities (if they have any?) After some intensive research I learnt that not only do Dixons own PC World but also a subsidiary called PC Service call where they provide inflated quotations to insurance firms that DO NOT have accounts with Dixons. Hmmmm! Maybe the OFT should look into this? What do you reckon ?

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                  20.08.2003 16:11

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                  • "Shocking complaints procedure"

                  Don't touch! Terrible Service - Advantages: Cheap - Disadvantages: Non-UK Customer Service, Inability to post documents, Shocking complaints procedure

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