My partner and i both have Vero car insurance , and have only had great experiences with them, even during the pandemic they allowed us to have a hire car for longer than what is normally provided, due to issues with parts arriving from overseas, and our car was in the repairers for over two months.
Our vehicle was written off 8 days past the 3 years, for a new vehicle. Not at fault. Vero refused to replace the vehicle. Now they are asking us to pay $847 for the balance of the annual premium, even though we paid by the month.
Vero is the insurance company of the driver responsible for nearly killing 3 innocent people. Their client had her claim settled immediately. 3 1/2 yrs later I have been told to find someone to sue! Numerous phone calls referred from one dept to another. Frequent requests for written refusal to honour claim ignored even after verbal promise. I have supplied evidence of lost items as requested. Now they require photos of all damaged items. I have no idea how I was expected to obtain them while waiting 2 hrs to be cut from vehicle and immediately conveyed to hospital. So I still am waiting for $14,500 and yes, I am now going to be suing both Vero and their client. The physical and emotional stress and strain caused by this company will certainly cost them!!!
It was bizarre. Called to get a car quote. I spoke to this guy. After getting my personal data, he asks me; "What did you have for breakfast this morning?" I didn't say anything. "As you can tell I like to take life seriously" he sarcastically said. It made me feel so insignificant and uncomfortable knowing in the back of my mind that maybe Vero weren't going to take me seriously if I needed to claim. It was a long call, well and truly over 30 minutes, by far the longest out of all the quotes and it was the most expensive. We are self-employed and he asked personal questions about what my husbands does for work. Which was none of his business because we don't use the car for work. He was also talking negatively about his own wife and about how his wife was spending all his money. I'm not going to call Vero again.Don't call these idiots!
Absolutely appalling customer contact, no reply to my emails at all, no acknowledgement of my emails whatsoever, expect 50 to 80 minute phone hold music, then accept to hang up because it's absolutely ridiculous to hold on that length of time. My advice is do not insure with VERO. Disgraceful.
Vero first approved my claim, told me to book my car in and rent a car -they would cover all costs. Two weeks later rude, unprofessional and arrogant person from so called customer care told me my claim has now been denied. It's taken weeks of back and forth, the whole time receiving the worst customer service I've ever received, almost like he wanted an argument each time I dealt with him, but finally my claim has once again been approved (only after advising my solicitors were getting involved). Too little too late Vero.
When my car was stolen and crashed, being only 3 months old, I was happy to know that I could select my own repairer, and it was fixed like it had never happened. There was no ummming or ahhhing over what was to be replaced, all damaged parts were new. Was extremely happy with Vero's handling of my claim .
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