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5日前

Thank you so much for your kind review! We're really pleased to hear you received such helpful, prompt service, and that our advisor was so friendly. We'll be sure to let them know.

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5日前

Thank you so much for your lovely review! It's brilliant to hear Billy was so polite, efficient and professional throughout, and that he arranged your cover so well. I'll make sure your kind words are passed on to him.

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5日前

Thank you so much for your kind words! We're really pleased to hear your insurance was sorted so quickly.

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5日前

Thank you so much for your wonderful review! It's brilliant to hear Keeran was so helpful and understanding, and that he took the time to explain everything so clearly. It sounds like he made the whole experience a really pleasant one. I'll make sure your kind words, and your recommendation, are passed on to him.

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5日前

Thank you so much for your lovely review! We're really pleased to hear the member of staff went above and beyond, and took the time to explain things so clearly and answer everything you were unsure of. We'll make sure this is passed on to them. Thank you for your kind words.

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5日前

Thank you so much for your kind words! We're really pleased to hear you received excellent customer service from us.

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5日前

Thank you so much for your kind review! We're really pleased to hear you found everything so helpful and straightforward, and that you got a good price too.

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2026年8月3日

Dear Mr Stoddard,

Thank you for taking the time to leave your review, and I sincerely apologise for the inconvenience caused. I completely understand your frustration, and I'm sorry your experience left you feeling this way.

I do want to reassure you that we guarantee our online rates, subject to the information provided being accurate and complete. During validation, we check these details carefully, as getting things right from the start helps avoid bigger problems later on, such as a claim being rejected or a policy being cancelled or voided.

In your case, some discrepancies were identified during validation which meant a revised quotation was necessary to reflect the correct information.

We appreciate your understanding in this regard. If you have any further queries or concerns, please don't hesitate to get in touch using the contact details on our website, and we'll be happy to help.

Yours sincerely,
Isabel May
VanCompare

VanCompare.com からの回答

5日前

Thank you so much for taking the time to leave us a review! We're really pleased to hear you found the website easy to use, and that our team were helpful when you called to validate your policy. Thank you for your kind feedback.

VanCompare.com からの回答

2026年8月3日 に更新

Dear Mrs. Bikwa,

I am truly sorry that you are dissatisfied with the service you have received from us, and I want to assure you that we take your comments very seriously.

I did attempt to call you promptly after you left your review, but unfortunately the calls would not connect. You mentioned in your review that you believe we may have blocked you, and I want to assure you that we would never do that. It seems that something has gone wrong with the connection, and please be assured that we would never prevent any of our customers from reaching us.

I would like to take the opportunity to explain the difference in premium you experienced.

The price displayed online was based on the information disclosed during the quotation process, and we do guarantee our online rates where that information is accurate and correct. We have a validation process in place to ensure the accuracy of our customers' policies, which is ultimately for their protection. The goal is to ensure everything is correct from the outset, preventing insurers from charging additional premiums, rejecting claims, or enforcing policy cancellations and voidances further down the line.

During the validation process, we identified that the No Claims Bonus disclosed online was not one you were entitled to, that the claims history had not been disclosed, and that the occupation needed adjusting. These discrepancies meant that the online quotation unfortunately had to be invalidated. We did attempt to provide a revised quotation that accounted for the correct information, even applying the maximum discount available to us, but I completely understand your frustration with the resulting difference in price. No Claims Bonus can provide a significant discount on insurance premiums, and claims history and occupation are both important rating factors for insurers.

Regarding the deposit payment, I can see that this was cancelled at 16:49 on the day in question. I want to clarify that we do not capture payments until a policy is set up with the insurer, which means that in your case the transaction was cancelled rather than refunded. This means the amount would simply not appear on your account rather than showing as a pending transaction that is later reversed. You should therefore be able to confirm that the £57.81 was not taken from your account on 2nd July.

As we have been unable to speak by phone, I have sent you an email so that we can address your concerns directly. If you would like to discuss this further by phone, please do not hesitate to use the number at the bottom of my email, or simply reply and I will be happy to help. Your satisfaction and understanding are very important to us.

Wishing you a pleasant week ahead.

Yours Sincerely,

Charlie Byrne
VanCompare