One Sure Insurance - Stoke-on-Trent

Gail C.

Great sales team. Really poor obstructive aftersales team. No certificate received so called to find out where I could find my certificate and they wouldn't even discuss the policy with me! No response to my emails and rude staff on the phone. Tried to cancel the policy and they want to charge over £700 for the privilege. No surprise that this element was NOT explained at the time nor was it in the small print. Awful experience.

Shaw M. G.

One sure insurance sales team were excellent and provided us with a competitive quote at the start. Few weeks into policy they’ve decided to “change/update” the policy and cancel the “Mid service” they promised at the initial stage of taking the policy out. Very unreasonable and should have been clear from the start, tried speaking to them to come to an understanding with no luck. Thought why not cancel the policy and try elsewhere, but they include cancellation “commission fee” which is separate to the under writer which is a substantial amount. “Tom” the cancellation advisor was very rude and unable to provide me with a solution other than a substantial figure to upgrade the policy.

As a start up car dealership I would not be using one sure again due to the incorrect advice they offer and hidden clauses that they may bring out at a later stage in the policy. Admin fees are very high and reading other reviews other customers have had similar issues.

Would advise one sure insurance to have clarity when selling motor trade policies and stop looking for ways to make as much as they can from their customers.

Mike B.

Took out commercial insurance and paid over three month period. The last installment on my partner's credit card when she rang it through.
I cancelled the breakdown cover after I checked that I already have such cover on my business insurance with another company.
In short, I previously told them to call me a few days later so I can check my policies. Was told that as it was after 60 days (two months free) that even if they close the breakdown policy I will be charged for the whole year period. However, that is not what it says on Thier letter when my van policy came through.
I received a txt last Thursday saying that my breakdown cover would cancel that day. However today .. the following Wednesday I received an email confirming that the full payment had been taken for breakdown cover.
I called them and believe me ..these call handlers are swish .. all for the sales
They said they didn't cancel the policy as they were able to take the payment today .. ! But I cancelled it .. was informed that they can charge the full year even if I cancel the policy which wasn't done. They never called me when arranged previously .. which they said they had and the most concerning point is that when my partner paid the last installment on my insurance, they used her card details to pay for the breakdown cover! One sure said that they kept her card details and took the payment from her card and there is nothing they can do no refund back to her card.
I pointed out that though she called and paid on the last insurance installment of the van insurance that she did not give agreement or permission for her card to be paying for another product without her prior knowledge and consent! .. the paperwork I previously received states that it would be taken from "your credit card that you have authorised us to use" .. two points of concern, not my credit card but my partner's, and that she did not have prior knowledge that a payment was to be taken for something she didn't know was to be taken. Furthermore, that One Sure held her card details from the van insurance payment and used it for the breakdown cover payment that has been cancelled.
One sure said that they could do ..but permission wasn't given by my partner and had no knowledge until I saw my emails this morning.
There is no contract or services between one sure and my partner and the police have been very clear that to take a payment for any service or product without the owners consent is theft.

Stela G.

Horrible insurance company! Changes rules as they go along. Was on the phone to them for hours trying to sort it out! Every month they ask for invoices and have been nothing but a pain! Do not recommend

Will

I took out a motor trade policy from One Sure (underwritten by Tradex) after a 2hr+ sales call where I clearly stated I needed Social, Domestic & Pleasure cover and would be cancelling my private policy to use this one. Despite this, SDP wasn’t included, and I was later hit with a £150 setup fee and an admin charge to mirror my no claims — none of which were disclosed on the call.

When I complained, I received a templated response within 2 hours claiming the full 2+ hour call had been reviewed — clearly impossible. It wasn’t until I escalated to Kelly, the Head of Customer Contact, that the complaint was even properly looked at.

Still no accountability, no fair resolution, and now I’ve had to raise it with the Financial Ombudsman. I wouldn’t trust One Sure with anything important especially insurance — misleading, dismissive, and unprofessional.

Mohamadreza S.

One sure insurance are fraudulent. I paid the deposit for insurance. I asked them about mid update and Jami lied because you can't mid update . I ask them to refund the deposit next day . They said it’s 60% deduction. While I still have 1 days before my insurance starts.

Sajaad S.

2nd year retuning customer, charged me a random £7 to my business account for sending a letter out which I think is outrageous. I was in contact over the phone daily regarding this issue as it had changed from the previous year. Never claimed off the insurance but usually has been okay however hidden random charges like all other annoying insurance companies

Jamie B.

Called in before closing time (30mins prior) agent had to get more info. On return to phone, he’s hung up the line (accidentally I guess) but never attempted to call back. I called back, 10 mins in a queue to be cut off upon answering. Third time lucky, a manager sees my call in the queue, answers it to tell me they can’t give a quote today as too near closing time. Not great customer service…