One Call Claims Avis 

KM4 was very helpful. She answered all my questions quickly. Wait time on chat was minimal which is excellent

Easy to give me my details and issues under stressful circumstances , that helped me feel more relaxed knowing I was in good hands.

The call was good in that I was shaken and upset by the situation with my neighbours clearly trying to pin the blame on me, even though the car was clearly on my land and parked sensibly. I did not entertain an argument and inspected my car / took pictures. The guy dealing with this could sense I was very upset and calmed me down and took things slowly and advised me well. Please pass on my thanks to him and the team. I will be in touch with pictures as sadly my cctv did not capture the moment of him reversing into my parked car from the opposite side ofthe road where he lives. Kindest regards, Neil.

To make this review clearer:-

OneCall = Overall Business and insurance broker
OneCall Claims = Claims devision under OneCall business handling insurance claims
OC Motors= body shop repair garage division that under OneCall Business.

As a customer the OneCall business refer to these three elements listed above as independant entities, although they are just divisions of OneCall , and legally are one company and considered as such by the Financial Ombudsman Service.

I have had a horrendous experience with OneCall insurance (escalated premiums) and their claims handling OneCall Claims and their approved repairer network (OC Motor Repairs). What should have been a standard 1 to 3-day bumper repair has dragged on for nearly three months with no end in sight. 

The primary issue is an absolute refusal by the garage and OneCall to proactively source parts. While their single supplier put a component on backorder for months, I personally found the exact genuine OEM Hyundai part available from multiple alternative suppliers with a 3 to 5-day lead time at a cost of approx £50 (how much is customer satisfaction worth to OneCall I ask?). I spoon-fed this information to them (OneCall claims) repeatedly, but they completely ignored it, choosing instead to let my car sit untouched. 

The communication has been abysmal. I was forced to visit the severely overwhelmed garage in person just to get a timeline, as the OneCall Claims Operations team was providing me with contradictory and inaccurate updates. Furthermore, my car was left unlocked on the garage premises, as confirmed by my vehicle app. 

To make matters worse, my grandchild’s ISOFIX baby seat has been trapped in the vehicle for the entire duration, and they have ignored all my requests to retrieve it. We are also struggling logistically because only one of us is permitted to drive the courtesy car. 

Financially, OneCall’s incompetence is costing me directly. Because they are dragging out this claim, I cannot switch insurers. My premium has doubled to £708, whereas alternative quotes were around £270-£300. Their response was to offer a measly £75 compensation, which is an insult (and never paid anyway!). 

I am escalating this to the Financial Ombudsman Service. Avoid this company if you value your time, money, and sanity.

To sum up this review, if you go for insurance from OneCall broker division, beware of the fine print in case of any claims!

I was very happy , how patient and under standing they was with me

Very helpful with my report of being hit in the rear of my van. Very clear instructions

Clear helpful assistance.

JD1 such lovely guy, spoken to him through interper relay video, meself as deaf person he was very calming, patience and very understanding. Love this service. I was bit nervous as its my first time calling and its was very smooth.

JD 1 was a great help. Fully explained everything to me and has made a stressful situation seem much better. I struggle with really bad anxiety and all the information was so clear I didn’t even feel awkward with it all.

Thank you for all your help

Well being told more then we have chased your claim and heard nothing for the last 4 month would be helpful the odd above and beyond member of staff that actually contact direct and get updates but still don’t update me
Non fault claim car written off and waiting for 4 months already for the payout to replace car is a joke !! Police report and 3 witness statements what more do you need and still now 4 months and being told the same line Everytime I call to chase for the last 4 months is shockingly bad customer service

I wasn’t left hanging on the line for ages listening to irritating music. Well done on the call back system. Advisor was courteous and helpful.

A very kind and professional lady helped me EB8

DR4 was excellent

I was listened too and my questions and concerns were answered politely.

Customer service was very good. DR4 was very clear, and the information he gave me was easy for me to understand.
I would have liked paperwork sent to me in the post, but most was sent by email which i find very difficult, but this was not DR4 fault. I also would have liked to be able to speak to someone rather than live chat for existing claim later in the day following conversation with DR4. Again this is not DR4 fault.

FO1 handled my call and put me through to the engineering team both of whom handled my call in a professional manor.

All good all staff have gone the extra mile to help a smooth journey throu the mine field of red tape cheers to you all for being so helpfull polite and patiance with me

I cannot praise S07 enough. He was so polite and helpful as have all the team at Once Claims.

Tried to start a Claim with Agent PS3, she said she would call back in 10 mins ... that was several days ago ...now my portal won't allow uploads ... claim is incomplete and in limbo ... and once a claim is started .. you can't talk to a agent .... VERY POOR for Onecall .. meanwhile my vehicle if off road ... through no fault of my own ... other than using onecall insurance ... absolute disgrace of service from them