Freeway UK Insurance Services Limited Avis 

Excellent, stress-free customer support. Big thanks to Leah at Freeway UK Insurance Services! Updating car details can sometimes be a headache, but Leah made checking my breakdown cover completely effort-free. She quickly confirmed that everything was seamlessly moved over to my new vehicle. Friendly, efficient, and great communication!

The Insurance are brilliant and teamwork is excellent. Service is excellent -thank you Freeway.

Excellent patient help from customer service.

Aaron dealt with me. Was an absolute pleasure to speak with him. An efficient and professional service coupled with respect and politeness. Very helpful and spoke clearly and concise about the process and product. Thank you Aaron for a pleasant ambience.

⭐⭐⭐⭐⭐

I would like to say a huge thank you to Leah for providing such outstanding customer service. She was incredibly friendly, professional, and patient throughout the whole process.

Leah went above and beyond to make sure all of my questions were answered. What really stood out was that she asked me three or four times if there was anything else she could help me with, making sure I was completely satisfied before ending the conversation. Every time I had another question, she was more than happy to help and explained everything clearly.

It’s rare to come across someone who genuinely cares about their customers the way Leah does. She made the whole experience easy, stress-free, and reassuring.

Leah is a real credit to your company, and I sincerely hope she receives the recognition she deserves. Thank you again for your exceptional service—I wouldn’t hesitate to recommend your insurance company to friends and family because of the fantastic support I received from Leah.

Absolutely shocking experience with Freeway Insurance.

I purchased a policy online in good faith, and the company cancelled it the very same day after carrying out their own checks. I did not ask to cancel the policy, yet they attempted to charge me more than £300 in deposits, administration fees and cancellation fees.

I believe this is completely unfair. If the company decides it cannot provide cover after its own checks, customers should not be left facing excessive charges for a policy they never had the chance to use.

The customer service was poor, and I found the management unhelpful and dismissive when I tried to resolve the issue. Instead of looking for a fair solution, I was left feeling ignored and treated like my concerns didn’t matter.

Based on my experience, I would not recommend Freeway Insurance. I strongly suggest that anyone considering this company reads the terms and conditions very carefully before purchasing a policy.

Still in this nightmare

Now they say to email if I want any questions answered, yet they never respond.

They've deliberately got me going around in circles, which is cruel as they already know I'm mentally ill, whilst also knowing their behaviour kicks it off.

We only want these questions answered, the Ombudsman advised me to do this. They are refusing.

Here are the questions they struggle to answer:

1. What is the name of Anthony's condition he informed you of?

2. Rob mocked and laughed at Anthony's symptoms, it's recorded. Do you find this treatment of a vulnerable customer OK?

3. Rob and Anthony spoke for a while regarding a "refund". Rob told Anthony he would find out about it and get back in touch. He did get in touch, but what he did made things so much worse. He informed Anthony that the word "refund" is used differently by different people so he had assumed Anthony meant something else. This type of thing does not make your company look good. Plus he promised these questions would be answered..

4. Why did Leah tell Sarah Anthony hadn't responded confirming whether or not he required a manager call back (on whattsapp)?

5. Why did Leah terminate the call, telling Ant she can only speak on text, to then tell him (on text) she can only speak to him on the phone.. Just minutes apart as well. This looks deliberately antagonistic, especially with the lack of any sort of explanation.

6. Why is he promised call backs that never materialise?

7. Do you think it's a good idea to block a mentally ill man without explanation?

8. How do we contact Paul Mckracken?

9. Can you send a copy of your guidance on how to treat vulnerable customers.

10. We also request 100% of the information you store on Anthony. We need emails, phone calls, and any internal messages regarding him. We need absolutely everything.

11. Why has he been on hold for over an hour two days running?

I'm just waiting to hear back from the local Police regarding protesting outside their office.

Anybody who has grievances with this lot are welcome too.

Excellent customer service from Leah at Freeway Insurance. She was understanding, professional, and genuinely helpful throughout the conversation. She took the time to look into my situation and was able to help me out quickly, which really took a lot of stress off my shoulders.

The whole interaction was handled kindly and efficiently, and I really appreciated the support. Thank you again, Leah!

Rob went above and beyond to retain my business and was much more helpfull then the previous two renewals agents i spoke to.

Every year £45 of?
I been with this company for 8 years now. 8 years no claim discount. U pay to protect. And guess what the price is still high. When u speak to the team they probably give u another £5 of. What a joke. company like dcl are way cheaper. I never looked into the rest but I will do now. Bye bye u have lost a customer

Rob’s customer service was amazing. Was patient with me and always puts customer satisfaction first. Great member to have in your team.

Renewed with Steph , as usual she was so easy to deal with and absolutely superb , as pleasant a business call about insurance can possibly be , Steph and her colleagues are a big part of why I stay with Freeway

Very helpful people, they there best to get you the best insurance possible

Rob is a legend. He was very polite, respectful, easy to talk to and got the job done quickly and efficiently. He was very helpful and answered any questions I had without any issues which shows he’s very knowledgable and awesome at customer service. Only fault with freeway is because they are very good, sometimes you have to wait a while to get through but other than that, awesome company and always been very competitive

Rob was amazing and patient. He didnt push me for a sale, was very respectful and made sure I was comfortable I hope he gets rewarded for his excellent work!

I cannot say enough good things about my experience with Rob. From start to finish, he was a pleasure to work with. Not only was he professional and kind, but he took the time to thoroughly explain every detail of my policy/claim, ensuring I understood exactly what was happening. This level of clarity and personal attention is rare and I truly felt well taken care of. Thank you, Rob, for being so helpful and for your excellent service. He was very nice and patient, and I especially appreciated how he broke down the information so it was easy to understand. It's a huge relief to have an agent who is not only knowledgeable but also takes the time to be genuinely helpful and ensures you're completely clear on your insurance. A truly excellent experience.

Freeway insurance very well organised and honest there staff is brilliant

Great quick service

Very good service
Got the best quote
Have been with them for last 5 years