First Central Group Reviews 60

I have never had such an appalling experience with a company in my life. 1st Call Central Car Insurance has shown me exactly how NOT to treat a customer.

I took out a policy with them, only to later be told (after the fact) that I’d be charged almost £500 more. When I challenged this, the representative on the phone openly admitted that they understood I had not been given the full information needed to make an informed decision about taking out the policy in the first place. So essentially, I was misled into agreeing to something I never would have accepted had I known all the facts upfront.

Despite this clear failure in duty of care, I was still told I’d be charged a £100 cancellation fee just to say, “No thanks.” After more discussion, the agent acknowledged the lack of information and agreed to refund the £50 cancellation fee as a “gesture of goodwill” – yet refused to refund the £50 arrangement fee, even though it was agreed that had I been properly informed, I would never have taken the policy at all.

When I raised this obvious contradiction – that if you admit fault, the arrangement fee should also be refunded – I was told it was simply “her decision” and that my only recourse was to take it up with the ombudsman. I fully intend to do exactly that.

Even more disturbing, the conversation I had earlier in the day seems to have mysteriously changed. The written record now being offered to me does not match what was actually said. Instead, I’ve received an empty “gesture of goodwill” in writing – a far cry from what was acknowledged on the call.

I will be submitting a formal Subject Access Request (SAR) so that the recording of this conversation can be passed to the Financial Ombudsman. They deserve to hear the full picture, not the rewritten version the company is trying to pass off.

It’s not just about the £50, it’s about principle. A company that admits wrongdoing but still fines the customer for their own failings is not a company that deserves to be in business. I’ve now wasted hours trying to resolve this and will be exploring my right to bill them for my time as well.

Steer well clear of 1st Call Central. They are untrustworthy, dismissive, and operate with a shocking lack of transparency or fairness. If I could give them zero stars, I would.

Avoid this company at all costs.

They don't fight any claims, everything is a hassle with them. Customer service is non existent. Absolutely useless at everything they do.

Complete incompetence when dealing with something as simple as a renewal with no changes. Messed it up! Sent me an email with the wrong dates to try to address it, then sent another one with incorrect details. Tried to sort it over the phone, gave up after 3 hours and speaking with individuals who did not make any sense whatsoever. And this is just for a renewal. I'd hate to deal with them if I was making a claim.

Avoid like the plague!! They start with great price promises with comprehensive cover, however when you make any changes they then sting you with hidden charges!! I amend my car details on line and my premium doubled. They had changed my cover as well as my car details and their policy stated that if change your details on line, any errors can only be transferred back if you change your car details again?!?! Apparently they are unable to do it for you. Once a formal complaint is made, they than amend it for you but premium remains at the new higher cost?!?! An absolute scam. I ended up paying an additional £106 to leave but I would have paid and additional £370 on top of my original premium costs if I’d remained with them

Another car insurance company that employs minimal staff and replaces them with incompetent software.

Works well for giving their shareholders maximum profit, but when there is a problem for their customers they can't deal with it.

had an email asking me to upload my NCB
uploaded my proof of NCB
had another email asking me to upload my NCB
uploaded my proof of NCB again.
had another email asking me to upload my NCB
uploaded my proof of NCB again.
had another email asking me to upload my NCB
uploaded my proof of NCB again.

went on the online chat to tell them that there is something wrong with their system. online chat tells me to email them.. I email them and no reply (2 weeks and waiting).

then i get an email today saying they have cancelled my policy because I lied about my annual mileage and I'm not a company director.
costing me a £50 fee and increasing the cost of any future policies (you know the bit where it says 'have you ever had a policy cancelled?')

How do they know how many miles i plan to do this year?? (my car is on a 12k mile pa lease, but they have seen the future and said I will do 24k miles)
And apparently I lied about being a company director.. Just look on companies house!!

Absolutely diabolical company. Used them for car insurance. Have cost me a great amount of money. By ENQUIRING about insurance and paint damage the company went ahead and logged it as an open claim even though I did not wish to claim. Now my insurance is through the roof due to this stupid open claim (that noone is claiming on) and they won't remove it. Absolutely useless scumbag company

Absolute con offered me a renewal that they couldn't honour. when questioned over the phone spent over 2 hours trying to explain to the person on the other end of the call that their online web page was offering me a different amount £85 pound cheaper than the final price they wanted to charge me. Pure Nonsense wouldn't even give them 1 star.

Financially exploited by this company. Will never use them again. Paid them in full approximately 800 to be subsequently told by them I needed to pay a further approximate 500 for car insurance. They waited for the legal cooling off period to end before requesting additional documentation which I found quite suspicious for example my logbook!!!! First time ever in all the years of taking insurance I've been asked for this. I've requested a refund but was told they will look at my claim and will take 8 weeks for them to respond. I'm definitely not letting this go and will be seeking legal advice

It is the first time we deal with this rogued insurance company - they up our premium without any warning based on a fraudulent claim information of stolen identify. We tried to explain that someone had used our details to claim for an accident we were not even involved as we were outside the country. They had none of it and grossly up our premium and added a £50 administration fee adding insult to injury. This company is simply disgraceful. Never again!

Had my Range Rover stolen and found with missing parts. The experience of dealing with 1st Central was a nightmare from the very start, the vehicle was found by the Police on a Sunday, 1st Central offices were closed (with no emergency number) so I had to arrange my own recovery to avoid the thieves from returning and moving the car. The company created endless obstacles to delay my claim. I highly doubt 99% of the five-star reviews here are real — very dodgy insurance. When I requested a refund, they refused, claiming I had “benefited” from appearing insured in the IMB. Who pays for insurance just to show up in a database while having no real coverage? To add salt to the wound, they’re now asking me to pay storage.

I wouldn't even give 1 star...fuming with this company. Nearly 3 years ago someone hit my car, no fault of my own and had to pay excess. But have they paid it back, NO. We have phoned several times, spoke to several people. Done a review few weeks ago, said someone would call. The company is a scam. I would not recommend this company. Avoid and don't wait your money.

SCAM COMPANY
Immediately invalidate your insurance by any means if you have a knock
WORTHLESS COVER
Its trueee so do not waste your time telling me your not scammers

This insurance company offers a legal aid extra in their motor insurances.I did opted for it paying about 20£ extra or so.Had my car totaled on the road and had to be written off..Was staying in a lane of vehicles in traffic as got pummeled by a van driver,who was rushing to catch the green light on a crossroad..my car totally stationary at the moment and completely inside the designated lane!Was severely shocked at the moment,called them to be treated like a naughty child on the phone,while I should have just called the police...Anyway after that event had to wait for more than 2 years for First central to invite the other party on a court hearing...waited for my no-claim bonus all that time and the nerves i spent on the matter I don't even want to recall...What are they charging costumers for this insurer ?!Haven't even had a formal apologize from them and also stirred a new problem with a next insurer I had! Never trust them useless con artists they are - God forbid if somthing really bad happens to you on the road - you are going to be by yourself in the situation!

After a simple error on a newly taken out policy (9 days) this mob decided there was a charge of £500 to amend the policy with the correct detail which was just the driving licence date!
Where do they get off charging that extortionate amount to a young new driver that made a simple mistake when completing the online application.
Now they’ve lost another customer and by the look of their reviews have probably lost quite a few in the past.
Just got a new policy with another insurer who charge just £30 for any policy amendments.
I would in no way recommend First Central for any insurance whatsoever.

Trying to charge me more then half of my policy to cancel they do not accept van as NCB which I have 8. No help what’s so ever. They ask you to send so much information to them which is ridiculous. Should be closed down absolutely horrendous. Customer service are rude. Please avoid

AVOID. AVOID. AVOID. Trouble from the onset. Took my dad's money then expected an 80 year old to navigate their website to upload pics of his driving licence and to get a code from the dvla too (I initially set up his car insurance through the comparison websites). Now after many emails and having the info, they want more money and are threatening to cancel his cover by Nov 7. This has left him worried and anxious for weeks. It's unacceptable

Terrible company, shocking customer service, avoid at all costs

Do not use these for car insurance

Their business model is to provide the cheapest insurance on the market and if you have to claim, they will trick you or manipulate anything they can to not pay out, even the ombudsman don’t do anything.

Honestly stay away

I have read through 50 claims to ombudsman about this company and they will do anything ! if you are already insured by them and have any issues with their cover DO NOT CALL THEM - request all communications in email or writing. They will try their best to catch you out over the phone.

DO NOT INSURE YOUR CAR WITH FIRST CENTRAL INSURANCE. AVOID.
I insured my car with them OVER THE PHONE on 18th October last year. On the 26th December I was pulled over by the police due to ‘no insurance’ , I phoned 1st central to double check, when they assured me I was insured. I then got pulled over again, on the 12 July this year, this time got my car seized by the police due to the database showing no insurance. This cost me £200 to get my car from the impound lot. Again, I phoned 1st central, to which they then assured me, I had car insurance. I went back down to the police station to get my car, where they stated my insurance is null and void because it has the wrong date of birth on my policy. At this point I have phoned 1st central on 4 separate occasions, all of which included me going through a bunch of security questions, including giving my date of birth. The lady I spoke to on the phone said she was going to listen to the call recording of my on the 18th October, when she had, she then admitted that I did give the correct date of birth and it was their member of staff that put my date of birth down wrong. They also stated that even though I requested to start a new policy, this was not completed and they renewed my policy instead. This is apparently the reason my date of birth is wrong. After being on the phone with them for countless hours, they came back to me and said that in order to fix the mistake (that they made!!!!) it was going to cost me £964 inc a £30 admin fee. I declined paying that, as it wasn’t my mistake in the first place, they have they offered me £250 to ‘knock off’ from the £964. However, even when sending the email regarding my compensation, they got my date of birth wrong.

Absolute joke of a company. AVOID AT ALL COSTS.

I realize this is not on their direct insurance page, however, if this is the only way for them to notice and fix their shocking staff and customer service, then I will leave a review on every single first central review page. The first central GROUP own the first central INSURANCE COMPANY. Therefore, meaning that their shocking customer service, affects the GROUP too. So no, I won't be moving it over to the insurance page. I have already left a review their too.

INCOMPETENT BUNCH OF CROOKS!

Cheaper prices can be tempting, but this company will falsely accuse you of mistakes then charge you extortionate admin fees. I got out, but only after paying excessive cancellation. Please don't give this company your custom