Lloyd Latchford Group Avis 

I had a query on my insurance policy included in my car lease plan and William answered my initial question straight away and helped with follow up questions and advice. Thanks

The service we received from Lauren last week was excellent. Thank you for working so quickly on our behalf so that the insurance for our EV was not delayed by the bank holiday.

I’d like to say how impressed I have been with Lauren who went the extra mile to supply a document that was needed within short timescales and required Lauren to contact Lex Autolease. Lauren’s manner was extremely professional but also very personable & customer centric. Thanks Lauren

Timely and good quality service. I asked a question and it took less than an hour to get a good response / Thank you Emma

Had some issues getting my insurance set up for my new salary sacrifice car. Paul was knowledgeable, efficient and great with communication.

Policy query which was addressed and resolved quickly, with and email follow up (and confirmation) shortly thereafter. Great work by Amy Robinette. Thank you.

A small bit of context before the fun begins. I haven't chosen Lloyd Latchford. I retained my Octopus EV salary sacrifice car for a second year, the new term starts on the 10th of May, and at some point during that renewal Octopus appears to have appointed Lloyd Latchford as the new broker. As far as I'm concerned, this should be an admin handover. The car is the same, the driver is the same, the previous insurer was perfectly content with my history — nothing has materially changed apart from the letterhead on the certificate.
Lloyd Latchford have a different view of "admin handover."
I received their warm welcome email cheerfully outlining everything my comprehensive policy includes: unlimited audio and navigation cover, child car seats up to £100 each, even a generous £350 for personal belongings. Truly the small mercies you cling to when, on the 6th of May — four days before cover is due to commence — somebody finally rings round to ask whether you've had any claims in the last three years. I answered honestly that I had. And was told, with the breezy efficiency of an organisation that has only just realised it forgot to do its job, that I would be uninsured from the 10th until they "sort it out."
Brilliant. Genuinely impressive turnaround on a question that could have been asked at any point during the renewal process. A week earlier. A month earlier. Or — radical suggestion — before sending the welcome email and the certificate, both of which strongly imply you're, you know, insured.
The eligibility criteria, when you read them properly, exclude approximately every adult human being who has ever owned a car. Cracked windscreen? Goodbye. Somebody keyed your door in a Tesco car park three years ago? Goodbye. Speeding ticket in 2024? Hope you enjoy the bus.
What's striking isn't the strictness — insurers are entitled to underwrite however they like — it's that none of this is news. Lloyd Latchford have presumably had access to the existing customer book for as long as they've been onboarding it. The only person for whom this is a fresh discovery, four days out, is me. And it is exclusively my problem to solve, in a scheme where I cannot simply pop down the road and find a more competent broker. That's the joy of salary sacrifice: I get whoever Octopus point at.
Lloyd Latchford have somehow managed to combine the worst of both worlds: the rigidity of a Victorian temperance society with the administrative urgency of a tortoise on Valium. They have written to me as though I'm a brand new customer, treated me as though I'm a brand new risk, and discovered — apparently with great shock — facts that have been true for the entire previous year I was insured without incident.
I am, as advertised, comprehensively covered.
Just not, apparently, allowed to drive.

Called to update my policy with an additional driver. Did not have to wait long to get through to William who managed the process for me. William was polite, helpful and addressed all my queries appropriately and efficiently. All in all a very positive experience and an excellent customer service manner. Thank you

Janis was super helpful with answering my questions in relation to my car insurance for my lease car

Excellent service from Paul.
Was actually surprised how quickly and efficiently my request was handled.

Super speedy response.
Thank you

Lauren she is polite and answered all my questions quickly. The conversation was not even 10 min. I got all my answers and satisfied.

Lauren was polite, helpful and prompt sending through the details I needed will zero fuss.

Spoke with Lauren about adding my partner onto my policy. Was very easy to do and Lauren was great on the call and made it happen in minutes!
Thanks Lauren and team!

I contacted the insurance company today and spoke with Edyta regarding confirmation of my No Claims Discount (NCD). Although it was an unusual request due to my active policy and the fact that it was for private insurance, Edyta was extremely helpful and reassuring. She promptly sent an email with the confirmation within an hour.
I would highly recommend

Ella sorted things out for me very quickly, easily and efficiently and all it took was a couple of simple emails.

First class service :)

Dear Team,
I just wanted to take a moment to share some positive feedback regarding the service I received from Ella.
Ella was extremely helpful, professional, and friendly throughout our conversation. She took the time to listen carefully, explained everything clearly, and made the whole process very smooth and stress-free. It was clear that she genuinely cares about providing great customer service.
Please pass on my thanks to her — she is a real credit to your team.

Great efficient service by Amelia Drummond. Thank you.

I had an issue with named driver not being on my policy. Spoke with Amelia Drummond who could not have been more helpful. Issue was resolved and correct documents sent out within minutes. Thanks again.