“ A trusted UK car insurance company. „
I went with More Than as they were £200 cheaper than other providers and I liked the fact they were underwritten by Royal Sun Alliance. I made a claim with RSA 3 years ago and had a great service. I expected More Than to be the same how wrong I was!
I recently moved address, I rung the customer service line and was kept on hold for 20 minutes before getting through to someone. The advisor I spoke to was clearly non UK based and had difficulty understanding me. Despite me giving my address phonetically he still struggled to grasp what I was saying. They advised me there was a £15 admin fee which would be spread over my remaining direct debits I had eight payments left so agreed and the call ended there. Just over a week later I recieved a letter from my bank Santander to advise that I had bank charges as I was in an unauthorised overdraft. I couldn't understand what had been take from my account as all of my payments are taken on the 1st of the month for ease. I checked my online banking to find that More Than had taken a direct debit of £15. I had not recieved any correspondence from them and was puzzled as to why they had done this. Santander had charged me £25 for honouring the payment and they were also going to charge me £5 for each day my account was overdrawn. I rung More Than who couldn't find me on their system using my new postcode or policy number. I was placed on hold while the agent looked for my details. When I was taken off hold there was no apology and the lady who I think was Indian was very rude. I was advised they hadn't changed my address. By this point I was angry as I had incurred £35 of bank charges and they hadn't even updated my details. The lady made no attempt to apologise and said she would resend my details. I asked about the direct debit and why they had just gone in and taken it and I was advised this was company procedure. I have since complained and sent in a letter with my bank charges in the hope they might reimburse me.
I find it extremelly frustrating speaking to a foreign call centre they seem to lack a basic understanding of english and have no empathy with their customers.
If you are looking for a reasonably priced policy that offers great cover then More Than are very good, however if you have an issue it is difficult to communicate with them, their staff lack basic training in simple things like manners and phonetics. Their complaints procedure is also very vague.
Every year it gets to that annoying stage when it is time to renew my car insurance and I sit there hoping that it will have gone down a lot more than the previous year. To start with I was paying monthly something like £72 being a young driver, then with More Than I was given a quote of about £42 a year which was a significant drop a month giving me £30 extra to use else where. When it comes to gaining insurance quotes I always jump right onto moneysupermarket.com to compare all of the company quotes and see what the cheapest offered is.
More Than being a company that seemed ok even though I had never known anyone who had dealt with them before, I took a chance and signed up with them for the year. They were quick on sending me through my insurance certificate and welcoming me to the company which all seemed very professional to start off with. Every month they took the money out of my account on direct debit and it seemed to be easy enough, no problems and then one day in November my problems began.
I was driving along a road when I came to a two lane junction, a silly driver not looking where he was going and not indicating hit into my car from the left. He was not willing to stop until I ensured him I would involve the police if he proceeded to drive on so he swapped details and offered to pay for the incident. It wasn't until I went to my local garage and they quoted me a phenomenal amount of money for interior work which showed that there had been more damage done than had met the eye.
I contacted the man liable and told him my garage quote, with this he started to get defensive and try turning the story around this is when I decided to get in touch with my insurance before the time limit got too long and my insurance would no longer accept a claim. I luckily had a witness who had agreed to speak up if matters got out of hand so this made my claim much stronger.
I reported my claim through the 0800 number which at first took ages. This is when I started to get annoyed; firstly the call centre seemed to be in another country which annoyed me as they were not able to understand me which for a claim is a matter which needs to be clearly noted. The queue to get through took long enough and I was switched to how many different areas before finally getting to the right section which was also very irritating. Once I did finally report the claim, I was given a reference and told my car would be picked up instantly but I might have to pay the repairs upfront which being a student wasn't even an option.
A few days passed by and nothing, I wasn't guaranteed a courtesy car even though my policy stated this so yet another how many phone calls later it was finally stated that I would in fact receive a courtesy car when dropping my car off at the garage. I went to the garage given to me by the insurance company. I was then told to wait while my courtesy car was dropped off by a rental company, Avis rather than the garage which I found strange.
Over Christmas weeks passed and still nothing from the garage. It wasn't until a month later that I got a phone call saying my car was ready. To pick it up I had to pay my voluntary excess to get my own car back and this is when even more issues were raised. The insurance received my witness statement finally even though it took them long enough to contact him to receive it, delaying the process even further. Once they got the statement they still wouldn't give me my money back as they had to pass this onto numerous departments until the other party would accept liability.
After three months of endless phoning More Than, the guilty party finally had to take responsibility and so I had to harass the insurance for weeks until they stated they would give me my excess back. Let's put it this way by the end I had to pretty much shout at them to get my money back as I was beyond stressed and it shouldn't take getting angry to get anywhere, even though this is the case with most companies.
After my long claim issue with More Than, I can safely say I chose not to renew my policy with them as god forbid I should have another accident I would not be willing to go through this lengthy process ever again. I found the staff unknowledgeable, not the friendliest; they were never reassuring and didn't seem to try to relate to my circumstances. A rep from the opposing party's insurer was on the phone to me ready to instantly pick the car up and give my excess but even he had issues with contacting my insurance and had to constantly push them for help with the claim. They did not seem to want to close the case quickly which from past experience seemed very unprofessional.
I definitely do not recommend More Than to anyone looking for car insurance. I will avoid them at all costs and even if they offer the cheapest quote, rethink them as their customer service is appalling. If you want to look at their website still you can at http://www.morethan.com/.
I had more than car insurance (for one year) until a few months ago. I am a low risk driver with over 10years no claims so I am lucky enough to have a choice of low premiums whenever I renew. I shop around every year for cheaper cover and have little dealing with the companies after I have insured with them except adding European cover sometimes.
As has often been quoted you have no idea of the quality of your insurance company until you need them. I was stupid enough to hit the side of my car on a low wall when parking it. Obviously once I got over the humiliation and saw the amount of damage I came home and phoned the insurance company. Obviously this was a simple claim, I hit a wall, the wall wasn't damaged and neither was I and there was no-one else involved. If only it was that simple!! After holding on for about 15minutes I was put through to a gentleman whose grasp of english was exceedingly poor. It took me a long time to explain what a wall was, he kept asking me if it was a type of animal! I might add that I do not speak with a strong accent and I was speaking very slowly by this time. Eventually he agreed that my car needed to go to a garage for assessment. Due to where I live I have a postcode for a large town quite a long way away and most companies I deal with about various items are happy to check for places under a different postcode which gives me places more local. This wasn't allowed so I ended up driving 20miles across a Oxford to get it assessed. The garage then informed me that they could not do the work for five weeks, I had been assured on the phone that they had to do the work within a fortnight. Luckily my vehicle was drivable so agreed. When I got home I phoned More Than again who said that they never give any idea of time frames even though I had been told differently earlier. I was so dissatisfied with their attitude that I wrote them a letter but needless to say I never heard a word from them. My car was fixed eventually but I would certainly never recommend More Than to a friend and would certainly never use them again myself.
I may have been unfortunate with my experience but I would not take the risk of letting them repeat it.
It has come around to that time of the year again and my car insurance is due to be renewed.
I am currently insured with More than and last year I unfortunately had the first accident I have ever had after over 20 years of driving!!.
The only problem with insurance is that you never really know how good an insurance company is until you have to claim. Here is my experience and the sunsequent renewal process I have gone through.
The Claims process
I had my accident last summer luckily no-one was injured - only my pride!!! As this was the first accident I had ever had I really wasn't that sure what to do really. I accepted responsibility immediately, though in hindsight I realise that I should have taken stock of the situation and looked around at what had actually happened. I always assumed that because I was reversing that it would be my fault - however if the other car is also reversing then this changes and in my naivety I assumed people would be honest (especially when they only live a few doors down)!!
Anyway I contact more than as soon as I got to work. I found the number using the web site and was put through to the claims department promptly. I was dealt with very effeciently and I was advised that because I had only had the policy for two months it may take a bit longer just to get authorisation for the repairs to my car. However by the afternoon I was contacted by the repair company and my car booked in for repair the following week. The only slightly negative thing that I can say at this point was I was contacted about a week later by the insurance company to say that they had authorised the repair and I would be conatcted by the repair comapny soon - even though I had already arranged a date??? Perhaps they were just too effecient.
The renewal process
Mr renewal came through a couple of weeks ago and the cost of my policy had increased by nearly £80 from £280 last year to £360 this year. So much for protected no claims. The letter did state that because I had madea claim they could offer the two months free benefit. I drive a Saab convertible so I expect to end up paying a bit more. I decided to do a little bit of surfing on the internet using the comparison sites and found that I could get it significantly cheaper - still with more than- on the web. There were also alot who were significantly more expensive - how can some companies justify £1,561????
I contacted More than who advised me that not all poilicies are the same on the web site and that the Tesco's version of the policy whilst it had a protected No claims bonus it only allowed for one claim in the first year and two over three years. However he also advised that he was not authorised because of the discount I received last year as a new customer to match the price of the website - even their own!!
I asked if there was any reason why I couldn't buy the policy on the internet which matched my current policy but was £60 cheaper. He said he couldn't advise me but there was nothing to stop me, and he commented that a lot of customers are in this position.
1. More than have been very professional throughout the length of my dealings with them.
2. The accident was dealt with very smoothly
3. If you have an accident - take stock, think about what happened, don'y make any rash decisions
4. Use the internet to compare but its worth a quick phone call to make sure the policies really are like for like.
Third party crashed into the back of my car on 6th March 2009, and admitted liability. I reported the accident straight away and the matter was transferred to India! Today, it's 25 April 2009 and More Than have done nothing about the claim. I have phoned them at least 12 times but get transferred from one department to another. I have written 2 letters of complaint with no response received yet. They were quick to take the premium but are trying to 'wriggle-out' of taking the claim forward - I don't know why. I have held car insurance for over 20 years and have an excellent driving history. Now I wish I had stayed with Direct Line - their service was brilliant.
**More Than Car Insurance**
Towards the end of 2008 my car was coming up for renewal and I was paying around £30 a month through Peugeot who I had been very loyal to and stayed with since I bought the car new. They were normally good to me and reduced my premiums each year and my no claims bonus went up in years of loyalty. However not this year they were trying to up it by a fiver to £35 so I thought it was time to shop around. I ended up buying my new car a Fiat Punto which was a similar type of model and risk and Peugeot keen to keep me quoted £40 for the premium but I thought better of it and decided to risk moving to new territories.
**Buying Car Insurance from More Than**
My search was on and I used the internet to shop around looking at different companies direct web sites as the comparison website links. In the end I settled on More Than Car Insurance as a major selling point for me picking them was to protect my no claims bonus for life which not a lot of companies offer. You need over 4 years no claims to opt for this on your insurance. (The protection from this means they won't cancel your policy or reduce your no claims bonus) I also ended up getting my quote from More Than directly from their website as I wasn't making a saving from the comparison websites anyway.
Their homepage is pretty easy to navigate with a big pointy button to ''get a quote'' (always good when tempting the customer) I clicked through the quote option process which was quite detailed and you end up with a customer reference to then retrieve your quote. You can change the quote by reducing the amount of excess you want to pay or if you want a hire car etc so it can be no frills etc. I decided to go for a lower excess but with a hire car and added in my NCB years. Strangely I must have got a few quotes from them at the time think that was due to me using compare the market and confused and I found the quotes did keep changing. Once the quote settled on the figure I liked though I decided to buy. It came in at under £20 per month paying by direct debit but off course would have been slightly cheaper to buy the year outright. I though £20 was good for no claims for life, a hire car option and low excess considering Peugeot were trying to take double off me. What was funny though was Peugeot who didn't mind me having a Fiat now tried to price match this quote but could only get it down to £35!
Once you have bought the insurance you can download PDF documents of guidelines etc and you get a password to your own account where you can email them and see the linked offers. The documents follow out in the post for you to sign and the direct debit mandate. But this is where I got problems as my login refused to work so I haven't been able to appreciate this part of the More Than website.
**The After Service**
I rang the customer services line about my online login problem. The customer service you get from them using the telephone is a bit hit and miss. It all depends on when you phone as to whether you get the right department or if there is a competent person on the other end. When I phoned about the login problem I went round the houses with them before getting someone to sort it out and it still doesn't work properly but strangely isn't a facility I miss! I have also had to phone them on a few occasions for problems with my direct debits when I moved banks. You can end up waiting in a queue for ages then get told you have come through to the wrong department. This is the main bugbear I have with them and they always have an automated voice saying please take part in our customer service survey at the end which I can't be bothered with after having to endure the lengthy wait to get through.
I haven't had any bumps or scratches to my little Punto to need to deal with them on the accident side so can't comment on that. I just hope should anything happen like that this service is as good as promised and the phone calls are easier to sort than the ones above!
**My overall thoughts on them**
I am really pleased I have got a cheap premium under £20 considering car insurances going up lately. I am also pleased to have protected my no claims for life. However I am not keen on their customer services and after sales service. I will be loyal to them as long as they remain loyal to me but I think they do operate a promise to reduce your premium if you stay with them by 10%. My loyalty will also depend on the service I get from them should anything unfortunate happen to my poor Punto.
**Points to note with More Than**
If you decide to go with More Than Car Insurance then buy online with them it is cheaper than getting a phone quote. (www.morethan.com) They also do linked offers to try to persuade you to buy their other products. (Other Insurances and Products they do include Roadside Assistance/Home/Pet/House/Travel etc). Sometimes if you are lucky they will give away store vouchers too for joining them. Although I would definitely recommend shopping around first and checking with the comparison sites to get the best deal and company to suit your personal needs. I think they are a competitive and fairly good Car Insurance Company.
My renewal notice came through the post last week, marking the end of a year's car insurance cover with More Than (and warning of another large expenditure to come!)
I won't be renewing my insurance with More Than this year. Above all else, insurance policies are one area where staying with the same company just isn't cost effective. I tend to spend a long time researching different insurance companies and comparing prices to make sure I get the best deal. This is really quick and easy to do online. I tend to use a number of comparison websites (confused.com, moneysupermarket.com etc) and also check out the cashback offers from different sites.
Last year, More Than offered one of the most competitive quotes that I could find for my little C3. What swung the purchase was the promise of £75 cashback via www.topcashback.co.uk (one of the better cashback sites available.) This made the premium considerably cheaper than any of its competitors. Obviously, cashback is never guaranteed and I can be the cautionary tale as the insurance policy didn't track and, to this date, the £75 cashback didn't materialise. (Edit: June 2009 - After well over a year of waiting - I did eventually receive the cashback through Topcashback!!) Whilst I'm an old-hand at using cashback sites and know how the process works (and don't hold More Than directly responsible), it did leave a bad taste in my mouth. The policy I ended up with wasn't quite the bargain I was hoping for. The common sense approach would be to select the very cheapest provider after using a number of comparison sites and view any cashback available as a bonus, rather than the deciding factor.
Whilst price is probably the main reason for selecting a particular insurance company over another, you also want the reassurance that the company will offer a good service if you are unfortunate enough to need to submit a claim. Luckily, I didn't have to make a claim with More Than. I did have to contact their Customer Services helpline a couple of times, for minor amendments to my policy and wasn't particularly impressed with the service. Both times, the advisors had quite poor English, making communication about a basic issue unnecessarily stressful. I would assume that the call centre isn't UK-based and this would put me off using More Than in the future. Even when we got over the language barrier, I didn't find the customer services staff to be particularly knowledgeable and wouldn't feel very confident about having to deal with them in the event of an accident or theft.
Taking out the policy online was pretty straightforward, following the same basic format that most online insurance companies seem to use. I chose to pay the annual premium in a lump sum by credit card although there was the option to pay monthly by direct debit (subject to additional interest charges.) My insurance documents arrived through the post within a matter of days without any issues.
My renewal premium for this coming year wasn't very competitive at all - reinforcing my belief that insurance companies treat existing customers with contempt. They just profit from customer apathy and their failure to shop around for better quotes! In fact, the quote I found via www.comparethemarket.com from More Than was over £60 cheaper than the renewal price I had recieved through the post as an existing customer! The policy that I eventually took out was actually £140 cheaper than my More Than renewal!
Shortly before my policy ran out, More Than contacted me by phone asking whether I wanted to renew the policy. I explained that I had found a (much) cheaper policy online and they offered to 'look at the price they could offer.' Again, this annoys me as they can clearly offer the policy at a much lower rate and just hope that existing customers won't bother to shop around. With the existence of so many online insurance comparison sites nowadays, there really isn't any excuse not to find a cheaper quote.
If More Than comes out the cheapest insurance company for you, I'd probably take out the policy - just bear in mind the possibility of poor (non UK-based) customer services and, be warned by me, don't take any cashback for granted!
When I was looking for a renewal for my car insurance I got a quote from more than which was considerably cheaper than my existing insurer. I checked the policy over carefully and read their terms and conditions in order to check that myself and my car were eligible to get a quote. Everything seemed to be fine so I took out the quote and was very happy until I recieved my policy details through the post. Firstly they managed to list my father (who I have as an additional driver) as my son even though they clearly listed his date of birth and it was obvious that this wasn't possible. Secondly, the paperwork stated I was insured because I have an imboliser on my car - alarm bells started ringing because my car doesn't have one fitted and I had never stated that it did. When I rang more than all they said was they couldn't insure me because my car didn't have the imboliser and that it was in their terms on their website. Having read them I knew it wasn't! It was in tiny writing in a different part of the site. Fair enough if it had been listed as one of the criteria for a quote but it wasn't. It then took them 2 weeks to return the cash to my bank leaving me very angry and £500 worse off! Stay away - if you must go with them ring up and check the details because their website is rubbish!