The most exciting thing I can say is that we've never needed to claim, so my only experience with them (other than paying, of course) has been when we moved from one house to another. That process was perfectly smooth, and apart from a virtual ream of paperwork (why are there 200+ pages?!?), it was exactly what you'd want it to be.
I set up direct debit for my annual comprehensive car insurance premium (having put money away every fortnight for 12 months) and received a confirmation email that the premium would be taken out on the due date. When I checked my bank account they had debited the full amount TWICE!!! This happened on a Thursday so I both emailed and contacted them via their website. No response. The next day I phoned and after 35 minutes on the phone (the consultant admitted it was their mistake and apologised) I was told they would schedule an urgent refund, but that I probably wouldn't have it in time for the weekend. True to form, it took over 5 days for me to receive my own money back. I couldn't afford to buy food or anything all weekend, and instead had to borrow money from friends and family (very embarrassing). They then had the nerve to email me the following week saying *I* had overpaid my premium (even though it was them who accessed my bank account TWICE, the second time without my authorisation). I escalated a complaint and it took them 10 days to even acknowledge it, and in their response they just said that they had already refunded the money and do not provide any compensation. Be careful as they are happy to steal your hard earned money then take their sweet time to give it back. And it's your problem if you get paid fortnightly and therefore can't afford to eat for 5 days. Thanks for nothing QBE.
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