Plan Insurance Brokers Arvostelua 298

Vastaus yritykseltä Plan Insurance Brokers

17.12.2025

Hi Mr Beale,

We’re sorry to hear about your recent experience.

Over 50% of our customers now renew online, and we have not been made aware of any wider issues. After reviewing your case in detail, it appears the payment was declined by your card provider.

We received notification of the failed payment and made several attempts to contact you on 4th, 8th, 9th and 10th December to take payment over the phone. However, we were unfortunately unable to reach you or receive a return call.

Kind regards
Plan Insurance Brokers

Vastaus yritykseltä Plan Insurance Brokers

9.9.2025

Thanks for your feedback Mr Davies.

We completely understand your frustration regarding the delay in repairs and the absence of a courtesy vehicle. We realise that the interruption will impact your business. Consequently, as soon as we were made aware of the claim we attempted to push the process along by repeatedly contacting your insurer, Direct Commercial Ltd (Trading as Haul In One) and the garage. By instigating the return of the required claim form we aided a more prompt but still unsatisfactory resolution.

Going forward, it’s also important to be aware that fleet policies do not come with courtesy vehicle cover as standard. Hire vehicles are deemed to be an “uninsured loss.” Unfortunately as liability for this incident is being disputed your insurer or an accident claims management company wouldn’t be guaranteed to be able to reclaim any hire costs back from the 3rd party’s insurer. Hence a hire vehicle was not made available as part of the claim process.

We value all our clients and are genuinely sorry that the service you experienced did not meet your expectations. Your feedback will be reviewed internally. Any learnings that can improve our processes will be implemented accordingly.

If you’d like to discuss this matter further or need any additional support, please contact your account handler.

Vastaus yritykseltä Plan Insurance Brokers

24.4.2025

Hi Mr Jackson,

Thank you for your feedback. We're sorry to hear that your experience with your insurance renewal was frustrating. We've thoroughly reviewed your case and would like to clarify a few points.

Our system sent multiple reminders encouraging online renewal. However, you attempted to renew online with less than 3 days remaining on your policy. Unfortunately, at that point, the online renewal option is no longer available, and the system directs customers to call us. This process ensures we have sufficient time to validate the renewal with your insurer before expiry. We strive to make this clear in our emails and on the renewal portal.

Regarding the admin charge, a reduced fee was applied to your policy. If this wasn't clearly communicated at the time, we apologise for any confusion.

We also attempted to contact you by phone and left a voicemail. If you'd like to discuss this further or have any remaining concerns, we're happy to arrange a call at your convenience.

Kind regards
Plan Insurance Brokers

Vastaus yritykseltä Plan Insurance Brokers

6.9.2024

We understand that this has been a frustrating experience for you. As per our response to your original feedback regarding this issue, your claim involved unforeseen delays due to the complexity of manufacturing a new vehicle shell from scratch. A hire vehicle was provided to minimise disruption, allowing you to continue your work until your vehicle was returned.

To clarify, we are a regulated company and take all feedback incredibly seriously. We have not yet received any communication from the Financial Ombudsman Service (FOS) regarding a complaint. As your issue appears to centre around the handling of the claim itself, it may have been directed to the claims management company or the repair network that handled the repairs. However, if and when a complaint is received we will respond in good time in a fair, open minded manner.

Vastaus yritykseltä Plan Insurance Brokers

Päivitetty 16.8.2024

We're sorry to hear you're unhappy with your experience. We’d like to clarify a few points regarding your review, as we believe there's been a misunderstanding.

Firstly, the issue regarding your vehicle's acceptability arose last year due to a discrepancy in the number of seats. Our sales agent, didn’t receive a clear answer from you regarding this detail, which led to the initial confusion. However, we worked closely with you to resolve the matter, offering the option to remain on cover if the front seats were removed to meet the 9-seat requirement or to find an alternative minibus policy.

Despite our efforts, we were unable to secure a minibus policy for you, but you agreed to continue with the existing policy under the stated conditions. At renewal, your policy price increased from £1251.07 to £1828.32. We confirmed that the same conditions applied, and you opted not to renew due to the price.

Regarding your claim of being £10k out of pocket, we are unable to find any information in our records to support this. If there are additional details you'd like us to review, we're more than willing to pull the relevant calls and discuss this further.

We value our clients and are committed to providing the best service possible. If you wish to discuss this matter in more detail, please don't hesitate to reach out.

Update for 16th August:

We have listened to the calls and the information disclosed in your review was not discussed with our sales agent at the time of quotation. We are more than happy to supply a copy of the calls to you, to do this you can put in a data access request to data@planinsurance.co.uk

At the time of your quotation, it was not declared that the vehicle was a minibus or that it had a total of 11 seats. The insurance policy Plan arranged allowed you to carry 8 passengers which was in accordance with your hackney carriage licence provided. Your modification had not been declared with the DVLA and the V5 provided, shows no modifications and is listed with a total of 9 seats.

You can continue to use your vehicle once you’ve procured the necessary insurance policy (that covers a minibus vehicle) from an insurer. But we cannot provide this insurance coverage due to the underwriting criteria on our available schemes.