Cliff notes version:
Involved in an accident with a polish driver. It was a deliberately induced accident (Cash for Crash)!
Swift wrote my car off after incorrect valuation. Swift breeched my insurance contract by failing to include the alloy wheels which were declared and proved by Go Compare. Swifts nominated repairer trashed my car by going off road and included the repair cost to their damage in the estimate that pushed it over the repair threshold!!!
Thankfully, all this was photographed and i have concrete evidence to prove this! Finally, in all this, i have received a letter from Swift advising that they never contacted the Polish insurance (based in London) as it is a civil dispute!! WTF!! Swift still have an obligation under the FCA rules outlined in most of the ICOB's and principals to make sure they treat me fairly! What part of refusing to liaise with the other party is fair? Does this not seriously disadvantage my claime dispute? Oh Yes!
This has now gone to the Financial Ombudsmen and i hope to have a result very soon! The bottom line is, Swift has deliberately hidden so much of their errors with pathetic excuses in the hope i will just walk away and forget it! Not me.........
This is a polite warning that if you use them and you have a bad experience, think of me doing the "told you so" dance in your face..... ;-)
Good quote and simple set up process, however, my personal circumstances meant that I needed to cancel my policy a little after two months into the policy. For this I have been penailised and all Swiftcover could do was quote their terms and conditions at me; they refused to refund the following months direct debit on the basis that they'd already applied for it and therefore it wouldn't be refunded; they then quoted their terms and conditions again to apparently show that they were entitled to keep this, as I hadn't paid enough of my policy to cover their £50+ cancellation (admin and tax) fee. I pointed out that if they'd have dealt with this differently that I would have without doubt been a returning customer; this did not interest them at all. They should make very clear in plain English just how they're going to financially penalise you, should you need to ever cancel the policy. My advice would be to pay a little more money and insure with a better known and more customer focussed organisation.
I was a happy customer for a number of years. I left upon realising that annual renewals were rewarded with the policy becoming too expensive. Other providers were now more competitive in a way that Swiftcover once were (pre expensive TV ads perhaps?). At that point this company became a nuisance. Swiftcover will fight hard to renew your policy and/or try to charge a cancellation. They refuse to let you go. Their behaviour and attitude is bordering on desperate. I would avoid and advise others to do so also.
hi everyone i took cover out with swiftcover on 30/11/12 and unfortunatly had to contact them on 16/12/12 to register a claim due to my car being damaged by a careless driver in a car parkclaim was authorised the next day and i used their authorised repairer smith&hughes nuneaton who did an excellent job they also arranged a courtesy car for me through enterprise car rentals whose service was also excellent all in all i can,t fault their service
So they have these snazzy adverts, Iggy Pop says he uses them- they have dogs in suits... Looks like wonderland, they must be good.... Right?
I will open this by saying that I have dealt with British Gas, Orange, O2, BT - all titans in the game of treating their customers like filth. But Swiftcover are the world heavyweight champions of treating their customers poorly. Their service should be award winning, in the same way I imagine that Saddam would have said that his Secret Police were award winning.
I urge you all - if you're reading this, if you care for your sanity, your car and your bank balance - walk away from that cheap and nasty quote from this band of cowboys. Insurance is supposed to give you peace of mind when something goes wrong - that's the whole point of it. You pay your insurers to be there for you on the off chance - if you give these horrible people your money the only thing you will be buying is the assurance that they will make your time dealing with them awful.
Is it worth it to take the cheapest quote when you can see so many people on here who loathe and detest this business? Read what people say they've done, this company has, but the accounts of my fellow reviews - sought to do over their customers in any number of scenarios. If I were you then I would quickly conclude that they cannot be trusted. Go to the next cheapest because life is too short to deal with Swiftcover, the UK's Internet insurance company - and by my token the worst, most customer hating, profit grabbing, uncaring insurance company in Britain today.
Harsh words you would say? Yes they are, but justified I think. Let me tell you my story -
I parked my car up on a residential road and went off to do my business for the day. When I came back I saw the front end of my car caved in, the person who did it had been kind enough to leave a note. I made contact, we exchanged details and that is when I made my mistake - I contacted swiftcover. I now know I should have contacted the third party insurer, but we live and learn.
I called out of hours - I didn't like the Internet system and wanted to talk to a person - my car was pranged, I was a bit anxious, I thought it was fair enough. I gave them the details in full and with the bank holiday approaching I was keen to get a courtesy car or something for the bank holiday weekend, we'd all want that. I called them the following day to try to sort that bit out. They had not put my claim on the system, didn't even know I had made a claim. Competent. I gave them the details in their entirety again and waited. They advised they'd arrange a car. What they did, without telling me, is passing my personally identifable data to a company called Albany Assist - now don't you believe them when they say they never pass on your details - Albany knew my name, my address and my car, they knew I had been in an accident and I knew nothing about them - not even that they would be calling. Albany are a bunch of sharks - they wanted to get me a like for like car hire on a credit agreement on the understanding they would clam it from the third party. On the one hand a good enough idea - but the way they explained it and the pressure they put on me was disgusting and Swiftcover gave them my details. Lets say that again - Swiftcover gave a firm of Abulance chasers at this claim firm my personal information without informing me. I sacked Abany off and made contact with Swiftcover - I was on hold for an age, was not called back when I was told I would be and the upshot is that I was left without a car for the bank holiday weekend. Great service, great start.
At the end of the bank holiday weekend I called them up and after a long wait, got through to someone who sent me to enterprise to get a courtesy car. Enterprise, to be fair, were great, but that's down to them - not the inepts at swiftcover.
After the weekend, my car was collected and taken to the nearest repair shop, a mere thirty miles from my house. Wonderful, so nothing about getting it back would be easy.
The circumstances of my claim were very cut and dry - totally non fault, simple. There had been an admission after the fact, all really hassle free. Swiftcover had not, a week on, made moves to approach the third party and so I gave them a bit of encouragement. In the meantime their repairers, the wholly incompetent Lichfield Accident Repair Centre, had looked at the car and decided the damage was uneconomical to repair. This was passed to a Swiftcover engineer who agreed. He told me in writing and verbally that my car would be written off. He gave me a ballpark valuation which was, as tradition needs, way off. I disputed this but went off knowing it was a write off and so, based on what they told me I cleared out my car at the repairer some 30 miles away and then I went on a 100 mile round trip to look at potential new cars. In the meantime, I sent lots of evidence off to dispute their poor valuation.
After a week of not replying to email and not returning calls, something which is completely typical for this awful company, Swiftcover's repairer called me to say they had been instructed to repair the car. I didn't hear from Swiftcover to explain the decision after they had assured me that the car was written off, no, they got the repairer to tell me and of course when I wanted to know why, what had caused the change of decision, why it had taken a week to decide - of course the repairer didn't know and Swiftcover wouldn't get back to me. Great.
So the repairs began and took quite a while - I believe the repairer had the car for three weeks. Why do repairers take these jobs on if they can't turn them around in good time? During this extended period of time I was in a hire car and the cost of the claim was increasing by the day. This, folks, is why our insurance premiums are so high - insurance companies are happy to stiff each other for exorbitant costs, happy with the fact that we, the customers, will be paying the raised premium to keep them and their shareholders happy. Welcome to Swiftcover's world. When the repairs were done, it took Lichfield Accident Repair Centre four days to quality assure the car. I work from home on a Monday, was told the car would be ready on the Friday, it wasn't until a Wednesday that the car was brought back, forcing me to work from home again. What a great service - we pay them all this money and they can't be bothered to fit in with convenience for their customers.
When the car was delivered back the condition that it was in was just disgusting. The paint on the repaired panels was not the same colour as the rest of the car, the front bumper was misaligned, the front windscreen washers didn't work, there was a strong smell of oil coming from the car, the engine management light came on almost immediately and the car went into engine fail safe mode, the car pulled to the left and there was a rattle coming from under the car. The standard of work from Lichfield Accident Repair was completely awful. I called Swiftcover to tell them about this and had to have quite an argument to get them to accept a need to do anything about this. The people I spoke to, who quite obviously had never seen the car, were quick to tell me it was a high standard of work. Really comforting to hear for the guy stood next to the car, unhappy with it having been all but ruined.
After a fair few calls and a few complaints, they eventually agreed to have the car collected and the repairer take a look at it. As soon as they agreed to d this they began what, to me, was a very clear mitigation strategy - what they said and did was clearly and obviously setting the scene for a later denial of responsibility. They told me the finish was likely to be commercially acceptable, that the process was that an engineer would inspect it and give me a final response. This was not said in a helpful 'explain the process way', it was done with the Sardonism of a well oiled machine designed to frustrate and passive-aggressively dissuade follow up. As a customer, their attitude toward me and the problem was deeply unpleasant.
The car was collected and taken back to the car butcher shop of Lichfield Accident Repair Centre. They accepted that the bumper was misaligned and agreed to 'remedy' it. They accepted that the washers weren't working, they had put them in place in such a way that they were trapped in the closing bonnet (you'd think they'd never done it before), and the accepted that they had left a tray loose under the car. That was the good news. Their view was that the paint was a match and was 'commercially acceptable'. I came to realise that this nothing term, 'commercially acceptable' means that the job is awful but that nobody but me much cares about it.
They said that the engine management lights and oil smell were unrelated - these issues stem from the engine, my accident was a front end knock, yet they are unrelated. Honestly! They said the wheels were misaligned (after a knock, really?!), and that they would realign the front one as a gesture of goodwill, which was really so very good of them, but they wouldn't realign the rear one. So, they left one wheel misaligned after a front end collision - Not clever. A few days later, Swiftcover's engineer examined the car. He said the paint job was commercially acceptable, though acknowledged that the panels were a different colour, claiming many of the car's panels were different colours (really?!) and that this is 'commercially acceptable'. He claimed the engine bay items could not be related and refused to deal and said the same about the wheel alignment. The rest of the items were apparently sorted.
I got my car back for the second time to find the bumper still misaligned, the rattle from under the car still there and to find that now the steering vibrates under breaking and that the rear wheel, misaligned as they left it, causes vibration at 70mph. So, Swiftcover and Lichfield Accident Repair Centre have done, at best, half a job on my car and left me with the equivalent of advice to get lost about their doing any more.
Top that off, swiftcover refused to compensate me for wasted trips taken to clear out my car and to look for other cars when they had misled me about my car being written off.
I have taken to the Internet in earnest to share my thoughts and this has caused them to contact me again to 'resolve things'. Apparently, after I plastered a well known social networking site with my thoughts as to their service, this raised my profile with them. Initially their Press people contacted me, as they have contacted people who have reviewed them before. This contact was completely insincere and useless. The PR girl, in her youthful enthusiasm, reiterated to me over and over that their work was to a high standard and that I should be happy with it. Their customer relations manager, who should win awards for her passive aggressive manner told me I was being unreasonable by asking them to put these things right, and it has taken days of sustained social network commentary to get any further concession - apparently now they want to take the car to BMW. In order to get anything out of them I have had to chase them, hound them, complain repeatedly and publicise their poor service. Ask yourself before you pay them if you are prepared to do this to resolve a non fault accident with your own insurance company!
The saga is not over but my mind is made up - swiftcover are without question the worst business I have ever dealt with in my life. Their customer service style is obviously based on a model of passive disengagement, which turns into passive aggression when customers are not happy. They clearly hope that customers will give up and leave them be. There is nothing good or pro active about the way they handle claims. I am convinced that if I had not chased them up I would still be waiting for them to collect my car. When it went wrong, they absolutely did not care, neither did their repairer and my experience since has been inconsistent, downright hostile and unpleasant from the moment it began. This has been an awful experience, it is clear swiftcover want to profit from my claim at the cost of my experience, their service and indeed my car.
If I knew when I encountered this company and was about to take my policy out, what I know now there is no way on earth I would have done business with them. Cheaper is not better, it is not even the same. They are cheap because they cut costs, have poor service, have a profit generating number for their call centre and use cheap and nasty repairers. I will now pay more and insure with a company with a reputation for better service.
If you're reading this then you want an opinion as to this business - please learn from my experience without having to experience it yourself. Take out insurance with anyone but these people - they don't care about you, wont help you but will quite happily take your money and leave you in the lurch. Read the reviews that follow mine - I'm not alone in holding this opinion.
My advice to you is to never ever do business with these foul people, stay as far from them as you can and learn that with swiftcover cheap means cheap and downright nasty.
My central heating has broken down. They sent out engineer to fix it. He turn out 4 hours late and after looking at the system. He inform me that he has to come the next day. We were freezing whole night. Now, whenever I put on hot water the whole house get heating. Swiftcover is saying that it is not their problem. They even lost my renewal policy! I had to wait on expensive number (0871) for them to set it up again.Customer services were passing me from on department to next and at the and they game number to external company which did not want to deal with is unless I pay upfront.Unfortunately I cannot give them 0 stars for customer services.
Having been a driver for 5 years I always dread the time of year when the car insurance need renewing. the constant internet searches, comparison websites and phone calls from insurance brookers the second you fill out their forms really got me peeved. When I first passed I was paying over £1200 insurance which halved in my second year but has since has barely decreased. Im on a tight budget money wise so paying over the odds for insurance is out of the question, but swiftcover I find is really great. Their quotes are easy to obtain the information is always avaliable and the cost is nice and affordable, . I also find the online document system a great benefit as you can retreave any document online so gone are the days of worrying about losing important douments. You also have the option of taking out their personal breakdown cover which is fairly priced and gives you great peace of mind when out on the road. The only drawback I find is that everything is done over the internet and when needing to find a contact number for the company it is nearly impossible. But I will say that when you do have a problem and find a contact number the staff are always helpful and polite and belive me as a call centre operater its is great to be confronted by lovely helpful people who are never rude or apprupt.
I have been with Swift Cover now for 5 years and joined them when they were pretty unknown after seeing them on a comparison website. Their price was nearly 50% cheaper than I had been paying under Direct Line and the cover was exactly the same - 5 years no claims which I wanted protecting, Courtesy Car, Breakdown Cover and Windscreen cover. My monthly payments reduced from £55 pcm to £30 pcm, I was amazed and did think there must be a reason for them being so cheap! But as I was skint I thought I would risk it for a year and then I could always change again.
I took out my policy and had to pay a £60 deposit, which was higher than the Direct Line sum, and then had 12 payments of £30. The process took around 15 minutes from start to finish, all they asked me for was to send by email/post proof of my no claims. I received an email confirming my policy details and could immediately print out my Insurance Documents and Certificate. I was impressed with this as I did like to do a lot on the internet as its so much easier for me working 8-5 everyday. But I was still looking for a reason for why the policy was so cheap!
Around 11 months later I had a car accident an my poor little Corsa took a major hit. Fortunately myself and my passenger were fine and it was the fault of the other party. We did the usual and swapped details and when I got home I rang Swift Cover straight away. The young girl on the other end of the phone was so helpful, she asked if I was OK (nice touch) and took the other parties details. She said she would get it sorted and I needn't worry about a thing. She really put me at ease. Within 29 minutes she had rung back and had spoken to the other parties insurance and organised a courtesy car via 'Enterprise'. She also asked if I wanted to claim on personnel injury and took some details from me.
Within 3 hours my car was towed away for repair and a courtesy car delivered. My car was fixed within 2 weeks....I was impressed with this as it was so badly hit I thought it would have been a write off! I was so impressed with the care and attention given and how nice the girl was. It was also a novelty not to be handed around several operators!
I have stuck with Swift Cover for the past 5 years, but have now had to move elsewhere. They were always so cheap until last February and my renewal price suddenly increased a considerable amount. As i had been so pleased with their service I did stick with them, but as I have been told it has increased again at the end of this month £55 pcm I have been forced to change. I did ring Swift and mention I had been quoted cheaper for the same level of cover but they said it wasn't in their interest to match prices.
I was highly disappointed as I would have preferred to stay with them, but as mentioned I had found cover a lot cheaper - just £27 pcm! I just can;t argue with that, but will be sad to leave Swift!
Someone ran into the side of our car in august! Many many many phone calls and emails and it still isn't sorted! They blame everyone but themselves! They wanted us to pay out £600 first and then they would try and get our money back! I don't think so!I also had another car insured with them. Set it all up for them to ask for proof of no claims which I had to remind them it was with them in the first place! Then they decided to take 3 year off my no claims for a windscreen replacement on another vehicle and bump the insurance up another £40 a month, didn't tell me and just changed the direct debit and helped themselves to my money!They are completely useless stay clear!Good and cheap when everything fine but don't take the chance its so not worth it!
Having just purchased a new car, I of course needed to get myself some insurance. I decided from the beginning to go for purely the cheapest cover I could find, and wasn't as bothered about other factors such as extra perks like courtesy cars. I used some of the price comparison sites to come up with many quotes, as well as going to a few insurers directly such as Tesco as I have used them in the past. The prices I received ranged from £358 to around £2000 for the year, with most of the quotes being about £600-£800. The £358 quote was from SwiftCover, and that is the only reason why I chose to use them. I thought this was a really reasonable quote, considering how much more the other ones were.
I am 22 years old and have 2 years no claims discount which I earned a couple of years ago, so as I am still quite young and don't have that many years no claims, I was expecting to pay a bit more than I ended up having to pay to SwiftCover. The car I insured with them was a 2002 VW Polo with a 1.9 diesel engine, just to give you more of an idea of what my quote was based on.
--Purchasing the Insurance--
Buying insurance with SwiftCover was a quick and easy process. It was all done online, I simply went to www.swiftcover.com and clicked on 'Car Insurance Quote.' I then had to answer all the usual questions such as details on myself, the car, and my driving details. The forms I had to fill in felt shorter than most online car insurance forms, like there were less questions, and it only took me around 2 minutes to complete. When I had done all that I was given my quote and then just had to choose whether to pay in a lump sum or in monthly installments. I chose to pay all at once and after entering my card details and reading through a few important documents, the process was completed. The whole thing took 5 minutes.
The only thing I had to do afterwards was prove my no claims discount, which I was told to do as soon as possible. As soon as Tesco sent me a letter of proof, I was able to scan and email it to SwiftCover, which again was a quick and easy thing to do. SwiftCover sent me a few reminder emails to make sure I remember to do it (if I hadn't then my insurance would have gone up in price or become invalid.)
As I said, I have done everything online with SwiftCover, which I have found a very convenient way of doing things. Their website is clear and easy to navigate. The company offers other insurance types such as home and travel, and the homepage has links to each different insurance types. Once you have clicked on Car Insurance there is a large 'Get Quote' button to click on, and then you just fill in your details. The website is very simple and couldn't be more clear, it is also attractively designed in purple, white and orange.
The cover I have got with Swift is fully comp, although it is pretty basic, and does include a high excess. I chose to have a high excess (£700) as of course it made the policy cheaper, which as I said is the most important thing to me right now! I also mentioned that I wasn't bothered about extra perks such as courtesy cars, but this insurance cover does actually include a 7 day courtesy car which is nice. It also includes legal cover.
To conclude, I am very glad I chose SwiftCover. It was cheap, quick and simple to buy, and I can see myself remaining with them after the year is up as I am sure that next year they will still be cheaper than any other quotes I will get! Unless I have any problems with them in the meantime (if that happens I will update my review!) then I can definitely give them 5 stars as I don't currently have a bad word to say about them.
A few years ago I bought a new car, the garage MOT'd and taxed it for me when I bought it and therefore I agreed to pick it up in a few days time. I obviously needed insurance before I could pick the car up and so chose swiftcover mainly because I could get covered quickly but also because the prices weren't too excessive.
I couldn't have chosen a better company. I was very pleased with the service I got and feel throughout the year I was with them they did over and above what they needed to. Applying and getting a quote was very quick and simple (well, as simple as it can be applying for car insurance anyway!). I chose to pay monthly since at the time I was still classified as a young driver and there was no way I could afford the premium they were asking in one go. Twice throughout that year I had serious financial problems, once because my wage hadn't come through and once because my bank withdrew my overdraft. As soon as I found out that I was having problems I called swiftcover to inform them and ask if there was any way to defer payments. Both times they were very understanding and went the extra mile to help me.
The first time they agreed to let me pay that month and the following month in one go when my wages should be through and the second time since that was a more permanent problem they split the payment over the remaining months as that was less for me to pay each time and therefore wouldn't put me in more difficuly then I already was. I was happy with this arrangement and so they set this up immediately and sent me email confirmation in case there were any problems later.
About half way through the year I, unfortunately, was involved in an accident. Although noone was hurt and my car was ok the other car was fairly seriously damaged. I was stationary waiting for a car to pass by when a van drove into the back of me. My car had a tow bar and that is why there was more damage to the van. I obviously got out and gave him my insurance details but he refused to give me mine.
As soon as I got home I tried to report the accident to swiftcover online but their system needs the insurance details of the other party so, I called instead. The phone was answered very quickly and the lady was very helpful. I explained the situation and she said it shouldn't be a problem if I had his number plate. I did since I had taken this when he refused to give me his details and so gave it to her. I later hear from my insurance that he is claiming I reversed into him (probably why he refused to give his details!). They asked if I had any witnesses which unfortunately I didn't but they said they'd keep fighting my case and let me know my outcome. A few days later I checked online and noticed that the claim had gone through and that it was all taken from the other company and therefore would not affect my no claims.
All in all an excellent insurance company that I would not hesitate to use again. The application itself was quick and easy. They went the extra mile when I was having financial difficulties and couldn't have done more to accommodate me and when I did have the misfortune of needing to make a claim this was dealt with quickly and easily despite difficulties caused by the other side. Although they weren't the cheapest at the time I was looking I feel they were worth the extra money paid since their customer service was second to none.
Hi AllI have the same problem as Dianne Yip they would not accept that although I had a no claims this year and transferred no claims discount from Aviva (9 Years) they will only acknowledge 6 years. There terms and conditions do not excuse such behaviour. Currently taking court action via money claim against them to recoup my NCD they have stolen. Cheap but for a reason
I have only just discovered on going to renew my policy that even though I have 9 years No Claims Bonus. Swiftcover will only provide me with written confirmation of 5 years. Yes that's right in one fell swoop they've just lost me 4 years no claims. 4 years!!!!! I will never again insure with them. I don't care that this is in their terms & conditions in the small print. If I had known in advance that no matter how many years I'd been insured with them (two in my case) it would be to my detriment, I never would have become a customer. I had seven years no claims bonus before I joined them. Now two years on I've lost 4 years and am left with 5 years no claims. Never ever ever ever again!!!!!
This insurance company is fantastic. Now I didn't always think this in fact I got off I got off to a very acrimonious start with them. I joined them 3 years ago and there was a concern from myself that they had not received proof of my no claims discount.
For those of you who do not know Swiftcover used to advertise themselves as the first 100% internet insurance company. Everything was done via the computer. It still is broadly done via the internet and email however.
When I first joined I emailed them 3 times with no reply. I was becoming increasingly concerned that the lack of response about my NCD would make my insurance invalid. Maybe they had not received it?
I did get a response but this left me worried I could not ring up and speak to someone. I still went ahead with the insurance purely because it was dirt cheap.
The reason it is now fantastic is that their customer service 3 years on has really improved. I had a query about my renewal and having read some of the reviews on here was half expecting to be grunted at by a woman on the other end of the phone impersonating a character from Lord of the Rings. Not a bit of it. She was just lovely. Very helpful and there was no long queues. Of course the insurance is still cheap. Its way better than the other companies I was quoted on.
I will be renewing with them again this year. I have looked at other quotes and they are still far cheaper than anyone else even with other companies introductory offers.
From the very poor start I had I think their customer service has really improved over the years which means there really is no reason for me to leave. Well done Swiftcover
I have been a Swift Cover customer for around a year now after finding them via 3 price comparison websites, choosing them quite simply because they offered me the cheapest car insurance on each site!
They mainly conduct their business on line, which effectively allows you to manage your insurance yourself, in the 'My Swift Space' area so if you change your car for example you can log on straight away and change the details and your cover starts immediately, something I have found to be quite handy!
All the standard documents are available on line and not actually sent to you but a downside to this is that if you need a hard copy of them, such as the motor certificate, you have to actually print them off yourself, which can obviously be a pain if you don't have access to a printer. Swift Cover also require you to send proof of your no claims discount or they will not accept it, but this can be done in various methods such as e-mail or post which, although slightly irritating, can quickly be resolved.
As well as this, home, car and travel insurance quotes are easily available to you with many of the details already filled in, which obviously cuts down on your form filling time!
I've had to call the customer services once and found the waiting time to be around 3-4 minutes, which in my experience is generally around standard for insurance companies, and my query was dealt with swiftly (no pun intended) however admittedly it wasn't the most taxing of questions (again with the pun.)
Overall as insurance companies go I've so far found Swift Cover to be an easy to use and easily accessible company, who have provided a useful service in the time I have been with them. I can't comment on their service with regards to making a claim and to be honest I hope not to, however I do feel that if they offer me the cheapest insurance again I'd be quite happy to use them.