Lloyd & Whyte Avis 

I am extremely disappointed with my experience with Lloyd & Whyte, specifically with the “Specialist Insurance Adviser”, Billie, whom I spoke to at approximately 13:15 today.

I contacted Lloyd & Whyte following a professional recommendation and fully expected a straightforward process. Unfortunately, based on the service I received, I will not be recommending your company to others.

My insurance requirement was straightforward: public liability insurance only.

To be fair, I completed the enquiry form indicating that I expected to have five employees in the future, so I understand why employers’ liability insurance was mentioned initially. However, that was simply a projection for future business growth and not something I require today. Once I explained that, there was no reason to continue recommending employers’ liability or contents insurance. From that point onwards, it simply felt like upselling rather than listening to what I was actually asking for.

The breakdown in communication occurred when I explained that I required evidence of insurance, not evidence of a quotation.

Billie repeatedly told me this was “not a legal requirement” and suggested I should “Google it.”

Whether it is a legal requirement is beside the point. My NHS contractor application specifically asks for evidence of public liability insurance. I wasn’t seeking legal advice; I was asking a simple due diligence question: if I purchased the policy, would Lloyd & Whyte provide documentation confirming I was insured?

My concern was straightforward. If I purchased the insurance and later had to provide evidence that the policy was in force, I needed to know Lloyd & Whyte could supply it. If they could only provide evidence of a quotation, I risked paying for insurance without being able to progress my application.

I therefore asked, on multiple occasions:

“Once I have purchased the policy, will you be able to provide evidence that I am insured?”

Rather than answering directly, Billie repeatedly returned to saying I would receive evidence of a quotation and that “they won’t ask for anything else.”

With respect, whether somebody else might ask for it was never the question.

The conversation simply went around in circles because the question remained unanswered.

Eventually, after four or five repetitions, Billie finally responded:

“Fine, yeah, we provide it.”

So the answer was “yes” all along.

It is difficult to understand why such a straightforward question required so much unnecessary debate. Had that answer been given at the beginning, Lloyd & Whyte would almost certainly have had an immediate sale. Instead, I was left feeling as though asking perfectly reasonable due diligence questions was somehow an inconvenience.

I would ask that the recording of the call be reviewed, if one exists.

I believe it will clearly demonstrate that I remained calm, patient and polite throughout, despite having to repeat the same question several times. Even at the end of the call, after the frustration had built up, I still wished Billie a great rest of her day. I have no concerns whatsoever about the recording being reviewed because I believe it will accurately reflect both my conduct and the issues I have raised.

What makes this even more disappointing is that I was fully prepared to purchase the policy immediately so I could submit my NHS application without delay. Instead, I finished the call with less confidence in the advice I had been given than when I started.

I had multiple telephone appointments arranged with competing insurance providers later that day. Every one of them answered my due diligence questions directly, professionally and without confusion or unnecessary debate. None of those conversations resembled my experience with Lloyd & Whyte. The contrast could not have been clearer.

I have no issue with being offered genuinely relevant products. However, I do expect a specialist insurance adviser to answer a straightforward due diligence question directly, particularly when it determines whether a customer can proceed with an important NHS application.

I hope this complaint is reviewed alongside the call recording so the quality of advice and communication can be assessed objectively. My issue is not with the insurance product itself. It is with a conversation that should have taken minutes but instead became unnecessarily difficult because a simple question was repeatedly avoided before eventually being answered.

Lloyd & White have been very efficient and helpful with seeking out and arranging the best home cover for me for 10 years or so.
I’ve been looked after by Emily who has helped with moving to new insurers/ underwriters when appropriately and contacted me in a timely manner to renew.
Importantly - they have emphasised and avoided the problem of under insurance which can be a risk when using online comparison sites without a more thorough appraisal of requirements, etc.
Many thanks.

Elliot was really good at communicating and was really helpful

Made the process easy for me and the business

I have always corresponded with Sarah, commercial insurance consultant, regarding our practice insurance. She is very knowledgeable, extremely polite and friendly and always provides valuable information and advice. Highly recommended and with customer services like that we will continue to use Lloyd and Whyte

Elliott Risely was extremely helpful with explaining and arranging the cancellation of our insurance policy due to the sale of our business.

Scott was very helpful and explained my policy renewal documents proffessionally. I have found Lloyd Whyte to be a very helpful company and would highly recommend them.

We used Lloyd & Whyte for at least the last 10 years whilst living in a Grade II Listed thatched cottage.
They always sought out the best renewal premiums - actually gave up checking ourselves a few years ago!
The people working for Lloyd & Whyte are unfailingly polite, helpful and most importantly, knowledgeable.
They always make contact when they say they will and helpfully reminded us when it was getting close to chimney sweeping time.
We've very recently moved to a new build but were delighted to be able to recommend them to the new owners of our previous home, who has reinsured with Lloyd & Whyte.
I wouldn't hesitate to recommend them to anyone with a listed and/or thatched property.

Very efficient, professional and reasonable.

Agent Emily and the team were as ever amazing
Such a refreshing experience to continue to deal with a company who ‘get’ customer service and one to one human contact

Lloyd White have consistently and efficiently dealt with our insurance matters for many years. I am sometimes not too punctilious and they always chase politely yet firmly.
Destiny has been our most decent contact, and she has been excellent.

Tracey Morgan-Jones was excellent, giving us plenty of notice of renewal and advising what needed to be checked. Also, timely reminders! Overall, a very helpful and considerate experience

We've used Lloyd and Whyte for many years and have always received excellent service. They are consistently reliable, offer very fair prices, and make the whole process straightforward.

A special thank you to Caitlin, who has always looked after us and taken the time to answer all of our questions. She's friendly, knowledgeable, and always happy to help. I wouldn't hesitate to recommend them to anyone looking for a trustworthy insurance broker.

I contacted Elliot Risely who went above and beyond to help me with a query and the result will be cost saving. much appreciated by a small business!

It has been such a delight to become a customer of Lloyd- Whyte. It can be a nightmare trying to reinsure a listed building but Tracey Morgan–Jones was immensely helpful, with a wealth of experience in this area. We secured a very competitive quote and all of our questions were replied to promptly. It is great to have such experienced support, Thank you!

We discussed our Practice renewal this year and were very impressed with the initial proactive contact and later conversations with Andrew and Elizabeth. Both were very knowledgeable and helpful and they cannot be praised enough for their professionalism.

Looked after very nicely by Emily, thank you

I have dealt with Lloyd and Whyte over a relatively short period of time but the agents that I have dealt with have been superb and great ambassadors for the company. There must be something in their choice and training of staff that makes them so good at their job and pleasant to deal with. customer service is first rate.

I have used Lloyd & Whyte for four years now and whoever I’ve dealt with has been friendly and efficient.
The conclusion of my last renewal was handled by Destiny who is courteous, pleasant, accurate and efficient. She made the renewal painless as I’m sure I’m not the only one who finds the whole process tiresome!
Many Thanks

Our agent, Destiny Pine-Brown, was very helpful and thorough and made renewal a very straightforward process.