CETA Insurance Avis 2 742

I called on 26th March to cancel the auto renewal of an existing policy which was due on 24th April. The representative said that she had done this and then quoted me a new policy, which I purchased. I have now been charged today 24th April for the old policy too!

I was looking for caravan insurance and my advisor, Innocent, made it so easy for me. He was polite, very helpful, answered all my questions professionally and found me a great deal. Very pleased with my purchase of insurance.

Amazing good value quote for home insurance
Easy to complete form.

Quick easy, followed through

Disappointed interest is added on to monthly payments - not as advertised on partner site.

Very good experience, not too long waiting, issue was dealt with quickly and efficiently. Very happy

I took out an insurance for an empty house which is a one off payment. It covered my house while it was unoccupied. I was told over the phone that I would receive a refund for the outstanding amount on the policy if the insurance was cancelled because the property became occupied or I sold it. I called to get this refunded amount on 10th April and was told it would be ‘dealt with’. Heard nothing so called again yesterday and was told that the company don’t give refunds for ‘empty house’ Insurance despite the fact that I took the policy from January to July. Get your facts straight! Still waiting for verification of this. They took my money quickly enough!!! I Why are insurance companies like this allowed to trade?

Found the site easy to use and good value for insurance

I chose this policy specifically because of its high trustpilot review score and have now been disappointed with my home insurance cancellation process three-fold.

The first issue I had is that the cancellation function was presented to me through a dark pattern requiring that I contact a support representative rather than with one click of a button.

The second issue I had was that the support representative availability was only accessible over odd channels and at inconvenient times. There was no option to use email and instead I had to opt for live chat or phone call between *10AM* and 5:30PM. This is an unacceptable combination for anyone who works a 9-6 job.

The third issue I had was that when I contacted the support line I had to deliver all of my policy and identity details twice: once to a robot and once again to a human. This defeats the entire purpose of using the robot in the first place.

The fourth issue I had with this is the dark pattern through which CETA support tried to manipulate my intent into being a "discussion about my renewal" rather than the clear intent that I had provided twice which was to cancel the renewal. This is a dirty sales tactic intended to undercut competition and minimise fair premium prices in a way that disproportionately affects the unaware.

The fifth and most egregious issue by far was that the miserable support person on the other end of the phone call did not answer my direct question asking to confirm that my policy will be canceled before the renewal date, then argued with me about the semantics of whether they had answered the question or not, before finally hanging up on me.

Overall this couldn't have possibly gone worse. The law needs a change to stop companies like CETA from gaslighting and manipulating the public into sub-optimal pricing and time waste.

To the HR/marketing/comms person at CETA reading this: no, I will not email you, update my review, or provide additional PII. The best and only thing you can do to make this better is to fix all of your processes so that the next reviewer has a better experience.

Nice and easy new home insurance - the way it should be for experienced, adult, responsible home owners. Thank you.

straight forward system worked

I’ve had numerous conversations with several people at Ceta regarding some past documents I needed. I’d especially like to highlight Vee (Vuyiswa Gumede), who was incredibly helpful. She understood exactly what I required and handled everything with great expertise.

I’d like to say a big thank you to her — she was amazing.

An easy experience with clear explanation innocent was please t to talk to

The customer care website does not work and neither does the answer bot. After 3 attempts & an hour or so on the phone I managed to speak to a real person who was extremely helpful & knowledgeable. Very frustrating company to deal with - the automated customer service is dreadful

Very time consuming

Excellent price and easy to use use website

Option of auto renewal should be available in the process at point of order

Renewed at twice the price with no approval on a different policy. Are being very very slow refunding even after accepting this was totally their mistake.

After one year of insuring with CETA I found another insurer who gave wider cover for the same price. I informed CETA (via their agent). Just a courtesy, the insurance should not have renewed with them. Previous policy was a one off payment that they requested a Direct Debit DD to be set up.

A week after the CETA insurance expired I was charged via DD twice the previous years rate. After three phone calls, and providing copies of the relevant email they accepted it was their mistake and cancelled the renewed policy saying I would be repayed in 3-5 working days. It's now 7 days and I've not been paid.

Assuming this will go to small claims court as they are showing no urgency to resolve this.