Were good a few years ago but are now…
Were good a few years ago but are now terrible on motorbike insurance. Had two bikes on the policy and last year they tried doubling my premium as said that the insurer was no longer accepting policies, so I left it to the very last day and miraculously they allowed renewal at the same level. This year I changed one of the bikes to something similar and got the same message about insurer not accepting the change. Only option was to cancel policy and start again at a inflated price. I insured the new bike through Adrian Flux, then called Carole Nash to remove the sold bike to leave just one on the policy. As well as a paltry £13 refund, they then degraded the level of cover for the remaining bike. Terrible level of service, I will never use them again as no trust they would help in the event of a claim.
Ian Whitney
Complete shambles
After decades of insurance with this firm it took me more than an hour on the phone to remove 1 bike and add another. when I received the policy docs they were not what I had just spent an hour going over and were just the old policy's without any changes to them. so I phoned up to cancel and spent another 30 minutes or so. What a complete and utter shambles from a company that used to be so good
F S
poor show
poor show -rang for a quote, waited ages, no answer or message about being held in a queue, eventually gave up.
Ian Douglas
Recovery an ordeal
Use Carol nash multi bike and have breakdown recovery. Today on the way home from the dragon rally my bike looses all coolant. A respectable 45 minutes later a nice chap turns up, once loaded he tells me I'll be relayed home. The bike passes between recovery firms to get me home. Waited 15 minutes between trucks 1 & 2, 30 minutes after being dropped by 2 I get a message. 75minutes for truck 3, I'll update if there is a 4,5 or 6. seriously poor job.Continued2hrs 10 minutes between arriving in truck 2 and leaving in 3. Truck 3 is SOS motorcycle recovery as is truck 4, waiting for us at the next handover. A little over 9 hours to be recovered under 150 mile.
Hobo
Carole Nash AGE discrimination
Carole Nash AGE discriminationReceived a email from Carol Nash New Years eve time ,Unable to insure you this year no reason given, I then rang the customer service line which put me through to South Africa that`s a minus straight away, Spoke with the person on the other end who proceeded to tell me the reason is your age,plus some modifications, Which I made in 2008 to which photo`s where supplied and excepted.I am 72 and very fit I run two bikes and have never claimed from Carol Nash. I put in a complaint but the result was the same. Given that they base there service on bikers I find there policy shocking. Don`t go near them, if you get a problem then your done and there not interested judging by the reviews I have read.I managed to insure from Bennetts with no problem.
John Bryan
AGE discrimination by Carole Nash
I have ridden motorcycles for over 55 years and have just downsized from an 1100 cc Kawasaki to a 500cc Honda.When getting quotes from various insurnce quote websites I was unable to get a quote from Carole Nash and asked to call them.After a long conversation verifying my details I was informed that Carole Naish was unable to insure me due to my AGE, 73 years old and still extremely strong and very fit with no health issues whatsoever.Needles to ay I have now insured the bike through Swintons.Would this be classed as age discrimination with Carole Nash refusal being based on age alone without any other reasons.
Les Goddard
I wish I had read the other Trustpilot…
I wish I had read the other Trustpilot reviews before I took going with Carolenash Insurance, shocking service following policy cancellation, I had the insurance for 3 weeks (sadly 7 days outside the 14 day cooling of period) they wanted to charged me £65.07 to cancel the policy when the whole year was £150.82! I was aware of the (steep) £40 cancelation fee but try as I might I could not get them to explain what the other £25 was for or how it was calculated. Basically that's what the computer says (I had spread the cost monthly but there was nothing in the contacts I had signed stating an early cancelation fee for the 'finance'), can I speak to your manager ?- er no he's on a training call, can I speak to any manger? er no they are all on a training call, can I speak to someone above the managers? sorry no they are all unavailable ....Finally I was offer a discount on the £40 cancelation fee - maybe we can half it she said? I said yes that would then be overall something like the original £40 cancelation fee, she's goes of to speak to her manager....(oh not a manager, someone else as the managers are all on a training call) and comes back to offer me a £5 discount not the £20 suggested.I gave up at that point and paid £60 to cancel my original £150 policy after 3 weeks.All insurance is a rip off until you need it off course and then it's pot luck if you get a good result but there are some good companies to deal with when making a change to your policy or cancelling - Carolenash are not one of them, do yourself a favour and avoid.And read all the other Trustpilot reviews like I should have done............
David Kippen
They used to be good but now they sold…
They used to be good, now they sold out.They don't give you a return address when they write to you. Their online help takes ages and then says sorry we cant help, they don't answer the phone. They harass you and then say we did not uphold your complaint, ignoring the facts of the complaint. Better go to Bennetts for motorcycle insurance.
Honest to the point
Disgraceful company
Disgraceful companyWill never use them again Wanted a £40 cancellation fee for. £69 policy with just one month to go After they had lied to me about having to cancel policy to get no claims bonus
customer
Avoid included breakdown cover
Don't get breakdown insurance with your policy from Carole Nash unless you want to spend hours alone on the side of the road. They just phone local garages who can decide whether or not to rescue you and take as long as they like then change their mind. My daughter spent hours scared, waiting alone in the dark in a dangerous part of London and eventually had to abandon her bike. It was then recovered to the wrong address. The second time she was on a flyover and again it took hours to be recovered. When her policy expired Carole Nash promised her no claims certificate within 48 hours but it didn't turn up and I had to chase it for her.
Judy Czylok
Never insure a bike with this company
Never insure a bike with this company , they will take your money wait two weeks to tell you they can’t insure your bike .And then tell you there going to charge you £130.00 to cancel your policy . Why I asked are you charging me ,there reply was your two week cooling off period has expired. Would of been nice if they’d contacted me before the two weeks cooling off period had expired. Then was told the remaining refund would take up to fourteen days to be refunded .
Craig Preston
Useless Roadside Recovery
So. I have been a C-N policy holder for years now and have just received my renewal e-mail. Price has gone up again. I always believed it was worth paying more for un.limited mileage recovery. Well that all changed yesterday when I had a breakdown and needed recovering. I called it in at 11:33am and at 3:35 I was still stranded at the roadside having made 3 calls to chase progress. Each call I was fobbed off with ETA’s that didn’t happen. In the end a guy in a van stopped and asked if I was Ok. I ended up bunging him £50 to get myself and the bike home. The recovery firm turned up at 4:30, 5 hours after I first called. Shocking service. Completely compromised with nothing to eat or drink in the middle of nowhere. I shall now buy a cheaper policy and pay for AA Cover. Sorry Carole Nash !! When I neeed you, you let me down. You get one chance with this kind of stuff.
Rich Ellsmore
Appalling company in every way!
I have been with Carole Nash for a couple of years and absolutely loathe them.Firstly, I have had appalling experiences with their customer services. Not listening to what I asked (checking which credit card they had on file), taking me through the entire process for new insurance with me asking why and them ignoring me, only to get to the end and then be told, they can't help me and it's with another department. I complained as the call took around 20 mins of wasted time because they ignored me and was then told it was my fault. My point of the customer service person not listening to my request was ignored and me, THE CUSTOMER, was blamed. I was stunned as such terrible customer relations.Secondly, I have just phoned to cancel my insurance and with 2 months 19 days left on the policy, told they won't refund me anything and I should be grateful as the £40 broker's fee for cancellation that they normally charge, they'll reduce to £20 something because that's the money they would refund, but they're taking that as a fee. Errr, am I supposed to say thanks for that!The customer services are diabolical. The company is appalling and I WOULD NEVER RECOMMEND THIS COWBOY COMPANY EVER TO ANYONE!!
GB
Horrible, time-wasting experience
Tried multiple times, using multiple different browsers, to arrange a policy online. Every time, after the lengthy form-filling procedure, the site failed to offer a payment input form, but then declined the payment anyway! On phoning the offered number, after more time-wasting, had to repeat the entire quote process again, from scratch, only to receive a different (worse) quote. Horrible experience.
Mr PETER EDWARDS
Had a good experience from Gordon on…
Had a good experience from Gordon on the renewal team very helpful and took time to get me the best policy. One point taken off for the new keying in your card details.
Phil Digby
Be very careful
Be very careful , I've just learned that I've not been insured for over a month ! I only found this out when asked to leave a online review of Carole Nash services by a independent review company ! Not a single communication from Carole Nash administration or a apology .as a customer of over ten years with many bikes cars and campers ,I find this disgusting behaviour from this very big money grabbing company ! And trying to get any accurate documentation sent through or get through to someone , can sometimes be near impossible .
Mark Smith
High cancellation cost, low refund.
Needed to cancel my motorcycle insurance 1 month after starting the policy as I had sold the bike. Despite paying the annual cost up front, the cancellation fee was so high, and the refund so low , that I had to pay more money to cancel it. Once I had said I had sold the bike they said I couldn’t carry on with the policy so had to pay up to cancel.
Robin Stanton
Be prepared to chase up accurate documents...
Same as last year, STILL not received the Certificate of Insurance. Auto renewal successfully taken place recently on two separate M/Cycle policies, so far so good, however the final documents for the first policy weren't sent and required a nudge via telephone. That was early August. When they were eventually received, they didn't include the actual Certificate. Another phonecall to explain in simple words that hitting the "resend" button generally repeats the same errors/omissions, so please check and send ONLY the Certificate. It's still not here after nearly 2 weeks. Second policy documents are now well overdue... It can be hard work with these people...
Derek Buckle
Don't waste your time on their website
After spending a good time on requesting an insurance quote the web site just said:Unfortunately we're not able to provide you with a quote online based on the details you gave us, but don't ride off just yet! Please ... blah blahWhat a waste of time.
Luis
