Haven Avis 

Initially, I faced a lot of frustration dealing with claim complications and internal coordination issues, as both policies were handled through the same provider (haven versus haven). For a month, I found myself calling almost every other day with little progress.

However, everything changed completely once Zoe Trousdale took charge of my case. Thanks to her exceptional efficiency and professionalism, the process moved forward swiftly and smoothly.

While the initial experience with the company was challenging, I am awarding five stars entirely due to Zoe's outstanding service and dedication. She truly made all the difference!

In my opinion Louisa is one of the best advisor/operator and I am great-full to having her as advisor because she is professional , quick , and all ready make me feel better and 100% that she care her workplace and try to solve problems as professional as she can thank you Louisa

Third party hit my vehicle recently and liability was accepted. It turned out that the third party was also insured by Haven so it became a Haven vs Haven case. I took my vehicle to an independent garage for repairs only for Haven to reject the repair claiming the engineer told Haven there was previous damage to that area of the car. I paid £16000 to a Mercedes garage to buy my car only for Haven's engineer to tell them it was previously damaged bearing in mind my car is HPI clear and there was no damage to it when it came out of the showroom!!!
The damage to my vehicle was it needed a back bumper, boot hinges as the boot got raised, a sensor due to dashboard warning light, bracket for the bumper to quarter panel. Haven refused to pay claiming the parts were over inflated when the invoice for the parts were directly from Mercedes.
Instead Haven offered me a cash in Leu settlement of £1031 and refused to back down from their ridiculous engineer who is clueless when dealing with cars.
The name of the claim handlers who dealt with my claim poorly from Haven were Jack and Luke Atkinson from the interventions team. I also received my courtesy car 2 weeks.
Having read everybody else's reviews, it is without doubt this company provides an abysmal service to their customers. It is beyond belief they have offered me £1031 for repairs that are costing nearly £2700. I am left out of pocket to rectify the damage. Several people have told me Haven hate paying out for their claims.
■■AVOID AVOID AVOID THIS COMPANY AT ALL COSTS■■
Absolutely terrible company, one of the worst I've ever dealt with.
Hope this review helps the next person when deciding if they should take a policy with them.
Thanks for reading.

These five stars are for Kallum Fortune and Kallum Fortune alone. The overall claims process was incredibly frustrating, and I was repeatedly passed from pillar to post. Without Kallum stepping in to resolve everything, my review would have been very different.

I don't often leave reviews, but Kallum absolutely deserves the recognition.

The claims process itself was far from straightforward. Unfortunately, the customer service I received throughout my claim was very poor. I was on the phone almost every day, constantly being passed from pillar to post, with nobody seeming willing to take ownership or resolve the issues I was facing.

Everything changed when I finally got through to Kallum.

From the moment he answered the phone, he was calm, patient and genuinely listened. He stayed on the phone with me, reassured me throughout, and had the patience of a saint. Within an hour, he had resolved every issue I'd been battling with for days. He corrected my settlement figure to the amount it should have been, sorted out all the outstanding problems, and successfully settled my claim.

Kallum truly went above and beyond. After speaking to so many advisors who either couldn't or wouldn't help, it was such a relief to deal with someone who genuinely cared and took ownership of the situation.

It's a real shame that not every advisor provides the same level of service as Kallum, because he is a credit to the company. Thank you from the bottom of my heart for everything you did. You not only sorted out my claim, but you also restored my faith in the insurance company.

Kallum, thank you—you made an incredibly stressful experience so much easier, and I hope you receive the recognition you deserve.

Employing staff who can calm down customers who are getting agitated and angry due to frustration of an administrative error. The email l sent i4 months ago went to the broker and was allegedly not sent to Acorn. In this case my reviewer was a lady named Vilangela Vaz in my case.

Fraudsters. They try to find loop holes not to payout claims

I had a issue and called for help a guy name Daniel who assisted me such a fantastic man resolved my issue in seconds throughout the call he was so respectful and delivered his service very professionally hats off to daniel and the company hiring such people who actually look for the way to resolve your problems

My car brokedown Friday afternoon. Because it was late and no Garage was available. I opted for the car to be delivered to my home address. I contacted them again the following daw and asked if my car can be recovered from my house to the garage that I know that can fix my car over the weekend as I know the owner. They agreed to this, took the address, and arrange for it to be done 6pm same day. Had the owner wait in his garage until 5pm when i had a call that said recovery service that was assigned cancelled and if it can be rearranged following dayand even gave me a choice of either between 1-3 or 2-4pm. Agreed to a 2-4pm. Following day, nearing 1pm. I did not get a text on the whereabouts of the recovery service. Called them and found out nothing was sorted. I had to contact them to find out myself and if I didnt, i would have not known. Absolutely horrible service. The owner was there waiting again ON A SUNDAY and I also rearranged my schedule to fit there’s only to be cancelled yet again! I asked for a supervisor and they said they will call back as all supervisors were engaged and not available. I called exactly an hour. I was informed My file was locked because a supervisor was looking into it and will be calling me. Another hour went by and still no phone call. I called again and coincidentally spoke to a supervisor and only to find out that none of this was sorted and that because it was over 10miles I had to pay £184 for the recovery service to bring the vehile to the garage and for it to come back to wherever it was based. None of this was explained to me. They made me believe that wverything was sorted. That I had nothing to worry about. Wasted the whole weekend expecting that it was sorted. Lack of communication from them and seems as if lack of internal communication as none seem to know what was going on. I could have sorted this if they did not make this false assumption that they could. I will not be continuing on with this Haven breakdown service. Absolutely useless. And I wish no one experiences the same experience i went through

Delivering my car was delayed twice when desperately needed apparently due to staff not filing it and then tried to charge £184 to deliver it to the garage they previously never asked to charge for. Rip off with awful customer service.

My name is Abdus samad my car broke down and I called my insurance company and they sent me this shit company so I called them and they promised me it would be 2hrs but I wanted and after 2 hrs I called them back they said another hour so I waited again and called them back and they said wait another hour then I called them again and 4 hours has already past and the lady on the phone treated me like she was my boss she was shouting at me. 5 hours later they finally arrived and I was stranded in the middle of piccadilly on a busy road and ppl were honking at me, I held my toilet in for 5 hours, so pls never use this company they are bloody liars.

Monika Kziasek was the person who assisted us today.
All I can say, she was great. She was very patient and ensured that everything went smoothly. And all in all she made our worries disappear.
She attended us and didn’t stop fighting our case - in which she explained the beauty of Poland - saves us a tour guide lol.
She also had wonderful attention to detail which didn’t go amiss.
I cannot thank her enough and how much of a star she is to the team.
Thank you Monika!
You are the best.

Catastrophic Company for Taxi insurance policy.
Non fault accident, comprehensive premium insurance, legal expenses, no claim bonus discount protected added as extra, liability accepted straight away by third party. After 8 months, the solicitors Robert James designated by Acorn refuse to provide the calculation for loss of earnings and medical claim. When I asked why they have discrepancies between the work statements provided and their offer, Olivia Berry from RJ told me they don`t consider the cash payments as income, don`t consider Saturdays and Sundays working days, Back injuries prior to the accident have been estimated by their doctor to a minimum of £900 compensation and 4 months recovery time. I still don't know where this money disappeared. An estimated amount of £1471.55 was offered for loss of earnings. At the end a global sum of £1335.00 was offered, 40% commission charges have been applied, even if on their website it is stipulated maximum cap is kept at 25% (although it was not my case because the legal expenses had to be recovered by them from the third party as a non fault accident) and I received £801.00. Conclusion: incompetence at the highest level and extortion.

I would not recommend Acorn/Haven Insurance based on my experience with a non-fault claim.

After my vehicle was repaired by a garage of my own choosing, it took around four months for the garage to receive payment. This caused unnecessary delays, stress, and inconvenience, despite the claim not being my fault.

I was also disappointed with the way my complaint was handled. Communication was poor, and I felt that my concerns were not properly acknowledged or addressed. Getting updates often meant chasing different departments for information.

The claims process seemed fragmented, with different companies and departments handling different parts of the claim. One company was involved in assessing the vehicle, while another department dealt with payments. This made the process confusing and left me feeling as though nobody was taking overall responsibility for resolving the claim.

Overall, my experience was frustrating due to the lengthy delays, lack of communication, and difficulties in getting issues resolved. Based on my experience, I would think very carefully before choosing Acorn/Haven Insurance and would not use them again.

Great service pilot person and absolutely he makes me to renew my insurance with Acron otherwise I will leave them his name Phil Colin I do advise anybody has any problem just ask for him

The customer's service representative Angla Arnold has been absolutely a star and immensely professional and helpful. She made me feel very comfortable and calm during a claim process. I commend her very highly and wish her a very good day.

Absolutely disgraceful service from Haven Insurance. They closed our case without any notification, explanation, or even the basic courtesy of informing us. We only discovered this over a year later after chasing them ourselves.

I then spent over an hour on the phone trying to get the case reopened, explaining everything in detail, only to be met with complete refusal, zero empathy, and shockingly poor customer service. The representative refused to help, ignored the fact that authorisation had been given for me to speak on my father’s behalf multiple times before, and then abruptly ended the call without professionalism or warning.

What makes this even worse is that they never even attempted to speak to my father before closing the case, despite him being directly involved. The stress this has caused him mentally and physically has been awful.

This company has shown a complete lack of communication, accountability, and compassion throughout the entire process. If you value transparency or customer care, avoid Haven Insurance at all costs.

The accident was not my fault. The case dragged on for over a year, and initially, Heaven Insurance agreed it wasn't my fault. But later, I was told it was my fault. I asked for evidence that proves it was me from the other party, it was never provided.

The problem is that this goes on peoples records as an at-fault claim, which raises our premiums. Guess what, Heaven becomes the only cheaper insurer available, so customers end up going back to them. They abuse customers premiums to be the only ones insuring them.

They operate through many small companies that follow this same pattern. Very disappointing.

Hi the lady was really good with taking accident report and hide me really well. I felt really easy communication with her thanks once again Mohammed Teepu

Honestly I was worried about ringing up as I had a crash lastnight and Kelly Wooten answered the phone and she was the nicest most understanding customer service advisor ever. She explained everything to me that I needed to know really clearly ( as this had never happened to me before) and made me feel so much lighter and better about the situation. GIVE HER A PAY RISE. Such a lovely woman honestly

I have had some issues regarding my claim for my car. However Monika Ksiazek from haven claims has been absolutely amazing! She has guided me through each step explaining everything. Thank you monika!