Nick,

Thank you for your reply. I think you have madea wise decision to get rid of ONECALL. The company told me nothing but lies for over 6 weeks, regarding my form, and prevented me from carrying out my voluntary work for the local fire and rescue service.

However, thanks to a man at ABC insurance I now have a copy of the form e-mailed to me,, and later today I hope to receive a paper copy.

However last night I received a phone call from ONECALL, claiming they are still using LV. I would make it public knowledge If I worked for LV, and inform the public you are no longer carrying out business for them.

Thank you once again for you help and reply.

LV_Cares:

Unfortunately this isn't the first time that we've had issues around customer service with this particular broker, and we no longer sell new business with them.

If you have any further queries, please email us at lvcares@lv.com

Nick Joy
eCommerce Executive
LV=

<<<<<<<< Is now checking all his LV policies to check they are all compliant (which they are) and making sure all his clients are still happy bunnies

Good to see proactive action on a personal case basis by a company instead of vaugue promises to look into matters or directing the customers to to a forum where they can be mixed in with hundreds of other disgruntled customers.

Thumbs up to LV :)

Having read your comments on this forum we've now contacted you directly and we trust that you're satisfied with the resolution. As we explained, this was the first we'd heard about your request from the broker.

Unfortunately this isn't the first time that we've had issues around customer service with this particular broker, and we no longer sell new business with them.

If you have any further queries, please email us at lvcares@lv.com

Nick Joy
eCommerce Executive
LV=

Still no letter from ONE CALL.

But the staff now block my e-mails, which means they are again wishing to take no notice of customer problems.

Received an e-mail from KEYRA ATTARD the so called customer services advisor (what customer service you may ask).

She asked me to review HER customer service, "It's customers who matter most, SO MAKE YOURSELF HEARD"

Also I received attachments, One was about an amendment to my policy and a lecture on how ONE CALL is a GREEN company. If you dont use the postal service, any paper, and leave your computer off all day, I think you can say the company is following a green policy.

The best bit is for people who follow Facebook. If you go on to their page you find the reason no work gets done.

The Facebook page is all about obtaining football tickets for local teams. So if you spend all day on a computer looking at Facebook, you don't really expect any work to be done, and any customer problems to be sorted out do you?

So the saga continues, I am still not able to use my vehicle for a voluntary position with my local fire service, children will not receive a talk on the dangers of bonfires, and fireworks before the 5th November.

But however people on Facebook will be happy.

Suggest that you contact the LV Press office to see whether they are interested in rescuing the companies reputation, as it sounds like so far your they have not been interested in any complaints you have made.

These details are available online.

Email: pressoffice@lv.com

Emma Banks
Head of PR
General insurance, Britannia Rescue plus corporate enquires
T: 020 8256 6714
emma.banks@lv.com

There have been other complaints on online forums about some customer service issues and the unwillingness of LV to resolve these.

If you don't get anywhere with LV, you can still complain to the FOS as they will look at complaints where distress/inconvenience has been caused. You don't have to have suffered a direct financial loss. If the FOS agree to take on the complaint it will cost LV as large case fee and it will cost you nothing.

It is concerning a very simple request.

The request is for a so called insurance company not being able to return a simple one page form, ( with all the customer details already entered). It is required by the area fire and rescue service to enable an unpaid volunteer to travel from venue to venue, in his own car, and assist the paid firemen in the task of explaining the dangers and other problems which happen, and are associated with fires.

It has been proved that such work can reduce fires and also save lives. I was required to attend schools and explain to children, the dangers of bonfires and fireworks. May I suggest you visit your local A and E department at your local hospital, on Bonfire Night, to see the results of such accidents?

If an insurance company cannot complete such a simple task, do you not agree, they are unskilled and overpaid?

This company is one to stay well clear off for car insurance, and the way they deall with simple requests.

However you need to realise that it goes under different names so each can blame somebody else when dealing with your request. My car policy is with ONECALL based in Doncaster, These work with Liverpool Victoria in Bournemouth, who issue polices for ABC insurance

My simple request was for a simple form to be stamped and signed whiich would prove I had car insurance to work as a unpaid volunter for my local fire service. Hardly a difficult task, indeed my 5 year old grand-daughter can do that with her post-office set. As an unpaid worker I was to travel in my car to visit school children and talk to them about the dangers of fireworks and bonfires. Because of the inability of this insurance company it is now too late to visit these children, so I wonder if the sight of badly injured children would wake them up?

The saga has now been going on for over 6 weeks. The first excuse is "always we have not received the letter"

So I e-mailed the letter as an attachment, which I asked them to return again as an attachment. I have seen and visited China several times, and seen Chinese writing,, but their attempt at sending attachments, a China man could not understand.

So we are back to the phone. You can never speak to the woman in charge, she has the protection of her staff, and always "on the other line" or "at a meeting"

The other staff regard you as somebody to get rid of as fast as possible by telling you" it's in the post" This letter has been in the post so long now, a pigeon could have delivered it quicker.

I have held car insurance now for over 43 years, and have never dealt with such a useless bunch of people who are overpaid and underskilled. The only thing theyare anything good at is telling lies over the phone. They have been trained at that so by telling you it's in the post, you cannot ask them to deal with the matter. THE PROBLEM IS THERE IS, NO SUCH LETTER IS IN THE POST, it's their way of getting rid of you, so they can tell the next customer even more lies.

AVOID THESE INSURANCE COMPANIES AT ALL COSTS........ME I CANNOT WAIT UNTIL THE RENEWAL NOTICE COMES, AND I CAN CHANGE TO A MORE HONEST COMPANY TO DEAL WITH.

I think their customer service is generally considered to be quite good for Home and Car Insurance, no so good for other products.

However, mixed reviews for claims. Some reporting major problems in receiving help from their claims department. Perhaps this is due to the volume of new policies they have taken on, without sufficiently increasing their staffing within their claims teams.

The good thing however, is that they are UK based, whereas a number of other Insurers, now have calls centres abroad.