brentacre.co.uk

Mixed call centre experience

I can only go on my experience of getting insurance through the online form and telephone call centre as a new customer. I haven’t had any experience of claims, and hopefully never will. The online form feels a bit of a waste of time. You essentially have to speak to someone at the call centre to buy insurance through this company. Both my partner and I had mixed experiences with the people we spoke to. One person, who I believe was called Reece, spoke to both my partner and I and was not only helpful in getting a quote sorted but also helped in defining what various terms meant and how it applied to us (buying camper van insurance). An asset to the team and worth the praise. I had to call back to make the payment because I couldn’t find my credit card and I wanted to check a few details. I called back to speak to someone I believe was called Aaron. It was the most unhelpful combative experience I’ve had in a fair while - he said my quote didn’t exist and I was required to do a new quote. I work in a hospital and taking time out of my day to do the earlier quote was difficult enough. I asked him to speak to the person I spoke to earlier (Reece) to find the quote. He seemed really angry that I was asking him to do this. He went away, and came back after discovering the missing quote. No apology. He continued to complete the purchase, and even then it wasn’t a pleasant interaction. I did start to worry that this same aggressive attitude was a reflection of the company, and whether the IT system was so poor it could just lose quotes, which made me a bit nervous to go ahead with the policy. I came home to tell my partner my experience and he said he had had the exact same experience the day before with someone who was so aggressive that my partner just gave up on the quote. Thanks to Reece we did still buy the policy, but the other person we spoke to nearly made us change our minds.

Date of experience: Nov 03, 2025