ecarinsurance made a mistake regarding my No Claims Bonus. I have 4 years and they issued a letter saying that I have 3 years. Even though I sent them proof that I had 3 years NCD prior to insuring with them, which I know they must have had from my previous insurer in order to validate my policy, they refuse to issue an amended NCD letter - all they have to do is change the word 'three' to 'four'! I have phoned them and emailed them several times and they just send me a link to their website which gives a drop down menu and doesn't allow you to explain what you want them to do. The problem is still unresolved as they just sent yet another link in response to my last email to them.
DO NOT USE THIS COMPANY. THIS IS SUPPOSED TO BE AN ONLINE SERVICE BUT UNABLE TO COMPLETE CHANGES ONLINE. RANG HELPLINE AT A DISGUSTING PREMIUM RATE TO BE TOLD I HAD TO USE THE ONLINE SERVICE. VERY UNHELPFUL STAFF. POLICY INCLUDED A COURTESY CAR WHICH NEVER APPEARED! 3 WEEK AFTER ACCIDENT CAR STILL OUTSIDE MY HOME UNDRIVABLE AND NO FURTHER WITH SETTLEMENT.
Well, I'm just off the phone to ecar (second time today) and once again it was like talking to myself. Their customer service operators become very rude and slightly aggressive should you dare to disagree or challenge them in any way.
Thing is, my car died today, and I want to find out how much it'll cost me to cancel my policy. Of course I wouldn't even have this car had not ecar refused to insure the one I bought to replace it when it failed its mot this year. Luckily the person I got the new one from took it back, but I ended up paying more than my current car is worth to keep it on the road, purely because ecar had 'changed their criteria and I was no longer eligible to insure a vehicle with them' (their words) Therefore I had to keep the policy as I couldn't afford to pay their extortionate cancellation fee( which was more than the cost of the entire years insurance premium I'd taken out 4 months before) plus the cost of a new car plus the insurance deposit with a new company.
Anyway.. I digress. My issue today is I just cannot log on to their site, which kinda defeats the whole online thing. I called customer services (using a third party app so I didn't pay the scandalous costs) and was told that they could log in using my details their end so it must be my fault.
As I'm using an ipad 4 and an iphone 5s I asked if perhaps it might be an issue with my devices, that maybe their site doesn't work with apple devices but was told that's not the case. I suggested that an online only company should maybe.. Just maybe.. Think about developing mobile apps if indeed they're serious about the whole concept?
Anyway, got nowhere re the login issues and discovered.. Surprise surprise.. That if I do have to replace my car this time, it'll be a lot cheaper just to keep paying the payments until policy end.. Which luckily for me is mid jan.
I just cannot wait to be done with this company, and even if I do have to replace my car now, I would rather take out new insurance and pay double premiums, as by the time they've slapped on their admin fees etc, that'll work out cheaper.
Avoid at all costs. I agree that they appear to make more money from either erroneously cancelling clients policies and making them pay for the privilege, or forcing you to cancel yourself as no other option is available.. Or like me, spending twice what your cars worth to keep it on the road as it's cheaper than cancelling.
Thing is.. They actually weren't a lot cheaper than some other companies, so in future, I will, same as everyone else, be trawling the net for reviews before I sign up.
Instead of renewing my insurance, I got a new quote from a third party website as i moved to a new address. After buying online, I called to ask if I still need to send copies of driving licences and NCD as my previous insurer were them. Caroline said no she will update it in their system. 1 wk later im still waiting for my motor insurance certificate. I logged in and checked online to see that they have reverted my address back to my previous address. I tried to change the address online but was asked for additional £108. digusted, I called them and told them of what had happened. They would not listen and blamed me. They even told me that there was no Caroline working there. I ended up cancelling. They charge high for admin fee and cancellation fees. I am still waiting for my refund. I don't even know how much refund I will get for the 7 days insurance. It makes you think that when you call their customer service to complain they will give you the option to cancel or pay up, their customer service people probably gets commission on cancellation. I think that's what they truly sell and make their money on.
Words can not truly express my hatred for this company. They're the absolute worst i have ever been with. So much so that it provoked me to write this in an attempt to warn as many fellow drivers of this company. They will take everything they can from you, but only after you have sent them everything. i had to send scans of the front and back of all licences, scans of my qualifications and then i got charged more than the whole policy was worth just to cancel it. I must add the only reason i had to cancel it was: They would't insure me on my new car!?!?! After all this i am STILL waiting for my NCD proof off them. NEVER EVER use this company!!
I attempted to gain insurance from these idiots but website said that my payment could not be Completed so I sourced insurance elsewhere. The next day on checking my bank account they had taken the money even though it stated not processed. I havenow been arguing by email with these incompetent fools since 31st July and I either get an email saying my refund is being processed or that I am emailing from an email address not registered to the account. WTF!! I have now contacted the FSA to deal with them as I have had enough. I am 32 weeks pregnant and don't need the stress. Their customer service team should be replaced my new born gorillas as you would probably get more help. I would advise everyone to avoid this company as you will get nothing but stress and the feeling of banging yr head against a brick wall!!
THIS IS A SCAM - I have had to report them to the FSA.
They took my money for 12 month's insurance, but then said they were cancelling the policy (after a few weeks). I tried to email them, but never got a reply. If you phone the premium number you will get charged for a few minutes of menu options and then told they cannot take your call and the call is terminated.
I am out of pocket and will have to wait several weeks for the Financial Services Ombudsman to review the case and try to get my money back.
So, I seemingly only got a few weeks insurance rather than the 12 months you pay for.
*********************************************************** UPDATE - ON THE DAY THEY HAD TOLD ME MY POLICY WOULD BE CANCELLED
Failing to get any response, I had taken out insurance with a different provider.
However, on the day my policy was due to cancel I got a response from their customer complaints department and these are the contact details I was given:
I was told that all my emails were in a queue, and because of volumes they had been unable to process the queue in a timely manner. To be fair, Martine was very polite, stopped the policy cancellation and has promised to send me a letter confirming that the policy will run full term. I now need to hope I can cancel my new policy with another provider without cancellation fees, otherwise I will ask Martine to cancel her companies termination fee instead.
I sent Martine a link to this forum and she agreed with me that their automated service is not good enough and it needs to be addressed. She does sound like a genuinely nice person, so all I ask is that if anyone does contact her regarding your issues please try to be polite and constructive - even though I know you are all very annoyed. ***********************************************************
LIKE EVERYONE ELSE HERE IVE SENT DOC RECORDED SIGNED FOR THEY HAVE RECEIVED EVERYTHING THEY ASKED FOR IN THE TIME FRAME . BUT STILL SAY THEY ARE GOING TO CANCEL MY POLICY I HAVE ASKED THEM YO RING ME IVE EMAILED AND WROTE TO THEM COUNTLESS TIMES
THEY ARE A BIG SCAM I PAID £890 FOR THE YEAR IN FULL AND THEY ARE GOING TO CANCEL ME AFTER JUST 2 WEEKS I CALLED MY BANK SO NOW GOING TO TRADING STANDARDS AND LOOKS LIKE IVE LOST £890 AND THEY WONT REFUND IT SO I WILL TAKE THIS FURTHER WITH A SMALL CLAIMS COURT TOO!
I was stupid and didn't research before signing up with these fraudsters, I have sent all my forms back within the time required via special delivery - have proof of receipt and still they say they don't have them and are cancelling in 7 days.
I am going to Trading Standards on Monday. I will also go as far as can through the law to get these for this! Absolute SCAM company.
Sent licence within timescale- cancelled my insurance without notifying me- when I got through to them- 37 minutes I was on at over £1.09 per minute they told me my email address didn't match there computer and therefor my insurance was cancelled and charging me £75.00 on top!!!!
This has to be the worse company I've ever dealt with & I'm severely regretting not checking them out first, chose them from compare the market. For online only they have not grasped the use of email!
I'm in the process of trying to get my proof of no claims & driving license to them to no avail. Despite sending dozens of emails & then calling them at a quid a minute they tell me they have not received any emails from me, they continue to threaten cancellation!
The email addresses they provide for sending these things through are not actually monitored! If you email the docs normally you get nothing, if you email it with a delivery & read receipt you receive an automated reply stating the address is not monitored and you can only contact them via the contact us form. If you use this you receive an automated response.
I've now posted the docs special delivery & used the complaints email address but I'm expecting a nice cancellation charge in the next few days given everyone else's comments. Basically after that I would have paid half the policy. Hopefully trading standards will assist!
I've been insured with a number of insurance companies over my forty years of driving, but i've never come across one as blatently crooked as E Car, I took out the policy,and after finding out from a friend and disgusting internet reviews decided to cancel it one day later,.. I sent them an e mail that somehow managed to get through there bent system, they told me that when I return my insurance policy which they said will be posted out to me they will return any monies due back to me, I've since tried to contact them by both phone and e mails countless times to no avail, to say how can I return my insurance policy if they have never sent me one. it's almost impossible contact them, they must hope that people get fed up trying to contact them and give up, I hate getting ripped off as I wouldn't do it to anyone else, I'm going to write to my MP and anyone else who can help me because surely these guys shouldn't be allowed to do this to people. And as for the two supposedly women who welcomed me to E car Holly and Emma it wouldn't surprise me if it wasn't a Bert and an Alf,.... please stay clear.
WE SENT OF DOCUMENTS IE DRIVERS LICENCES AND NO CLAIMS DISCOUNT IN PLENTY OF TIME GOT EMAILS SAYING THEY NEVER RECIVED THEM SO POLICY WAS BEING CANCELLED ON THE 10TH APRIL 2013 I PHONED THEM ON THE 11TH THEY TOLD ME AND MY PARTNER WE WERE STILL INSURED NOT TO WORRY BUT THEY STILL DIDNRT HAVE OUR DOCUMENTS I CAME HOME TODAY (17TH APRIL 2013) TO FIND A LETTER FROM COMPANCY SAYING OUR INSURANCE WAS CANCELLED FROM THE 12TH APRIL 2013 THE LETTER WAS PRINTED ON THE 12TH APRIL 2013 THE POLICY WAS CANCELL THE SAME DAY THE LETTER WAS SENT OUT. I WAS DRIVING A WEEK WITH 4 CHILREN IN THE CAR YOUNGEST 8MONTHS WITH NO INSURANCE RAGING DOERS NOT COME CLOSE PHONED COMPANY UP THAY SAID THEY HAD OUR DOCUMENTS BUT BECAUSE THEY DIDNT GET THEM IN TIME THRY HAD TO CANCEL NOW WE HAVE TO PAY £75 CANCLLATION FEE
Do not use this service .....EVER ...I took out car insurance sent in drivers license and proof of no claims, posted 2 copies and emailed twice, eventually had to send by signed for delivery... and now i have proof of receipt...They cancelled my policy after taking deposit and a months premium.. Leaving me stranded 300 miles from home with no cover.. I phoned their £1.02 per min helpline and although i was very polite and they admitted they had signed for my documents...They HUNG up on me !! call cost me £9.00...Just dont go there with this company... I feel totally stitched up.. If you have problems with Ecar get in touch with the ombudsman for car insurance..Do not let them get away with it !
Took a policy and told to send documents including NCD. Sent 5 times - confirmation email received from e car too. Later, receive an email saying my policy is cancelled - at my request !!!! Try calling to discuss and have to ring a premium rate number at £1 per minute and guess what, no one can help me. Now have to pay a £75 cancellation charge and lose most of my payment. I do not believe the good policy reviews listed below - more than likely e car (staff) trying to give themselves some credibility after legally ripping offer hundreds if not thousands of customers. PLEASE BE AWARE - USE AT YOUR OWN PERIL !!!! I will be reporting the matter to both the FSA and Trading standards.