One of the best insurers I’ve been with. Communication has been great and everything has been no-nonsense and easy to navigate. I’ve decided to move on this year but only due to price comparisons. It... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
Thanks for adjusting my NCD after a drawn out resolution for an incident last year. Took a couple of calls before I got the right person. 1st operative said it couldn't be adjusted. So tried again.... See more
Company replied
Following a very unpleasant experience with various call handlers I received a call from the service recovery team. Spoke with a very knowledgeable lady, Leanne, who listened and actually made me fee... See more
Company replied
Update to the review: The renewal date has now passed and I can confirm that Geoffrey insurance followed up as promised and has successfully resolved my issue. Initially I tried to fix the probl... See more
Company replied
Company details
Written by the company
Geoffrey Insurance Services (formerly Chaucer Direct) is an online motor insurance company, dedicated to providing car and pet insurance at competitive prices. We aim to provide drivers with the lowest insurance prices and the best service in the business.
Written by the company
Contact info
Fusion House, Katharine Way, Bretton, PE3 8BG, Peterborough, United Kingdom
- social@geoffreyinsurance-bisl.co.uk
- geoffreyinsurance.com
4.3
Excellent
18K reviews
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Geoffrey Insurance
Hey,
Thank you for taking the time to leave us your five-star review!
Vicky
Good online portal- appalling cancelation fee price
I am on my second year of insurance with Geoffrey and then purchased a new car. On checking they couldn’t give me a competitive quote so went with another provider. The online portal for documents etc is very good but I needed to talk to someone about either amending or canceling the current policy. (Last Friday) the chat was unavailable and I have poor signal on my mobile at home. So tried again tonight chat working…. But the quote given was extortionately high…. I had to pay a £60 cancellation fee and a £25 fee for something else…………..really annoying ! really disappointed that they couldn’t give an existing customer a better quote, and the fees are way to much. Who can afford £85 to cancel a policy 😡🤯it’s pure greed. Someone has to push a button , file some paperwork they are sitting there being paid to take calls, give quotes and amend policies how does that cost more to cancel a policy. I will never go with Geoffrey insurance again even if it’s the cheaper quote next time ! Blooming skint now -it’s financially tough out there now and the fat cats are defo getting fatter out of unnecessary fees!
20 April 2026
Unprompted review
Reply from Geoffrey Insurance
Hi kelly,
We’re really sorry to hear how frustrating this experience has been for you, especially at a time when costs are already a concern. We appreciate you coming back to share such detailed feedback.
When changes like a new vehicle are made, premiums can sometimes increase significantly depending on the car, risk factors, and underwriting criteria. We understand, though, how disappointing it is when a loyal customer isn’t able to receive a competitive quote.
In terms of the cancellation and associated fees, these are outlined within the policy terms and help cover administrative and underwriting costs. That said, we hear your concerns about the level of these charges and how they’ve impacted you, and we’ll make sure this feedback is passed on.
We would really like to look at your individual circumstances further. Please send your policy details to us at social@geoffreyinsurance-bisl.co.uk
Vicky
Reply from Geoffrey Insurance
Hi Musa,
Thank you for taking the time to leave us your five-star review!
Vicky
Massive Increased Renewal
Been with them for a while, not made any claims yet renewal increase from £52 to £67, not given any reason. Terrible customer service
16 April 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Naomi,
I am so sorry to hear that you are not happy with this year's renewal offer.
If you contact customer service at the number given on your renewal, they will be happy to review both your coverage and your premium. Alternatively, you can send your policy details. to us at social@geoffreyinsurance-bisl.co.uk and we will be happy to help.
Vicky
unstoppable spam
my policy expired on 11/4. I didn't renew. Yesterday (14/4) I received a text asking for feedback. I attempted it, but received another text saying the survey was now closed.
This text repeated 14 times between 17:46 and midnight, then a further 65 times today. I called to ask for this to stop. It's distracting and clearly an error.
The operative told me my policy had been cancelled on 11th. It had actually expired that day. she said because I don;t have a policy with them there is nothing they can do. I said I'd have to leave a bad review if they couldn't fix the problem. She asked me to hold while she took advice. When she came back to me, she said that the problem was caused by my marketing preferences, which had now been turned off. I know this was false. During my year with Geoffrey I received no marketing mails. I always decline these when taking out a new service.
Since the call, the messages persist. I tried the chatbot, but it read my posts as an inquiry about payment.
There is no customer service number.
I won't die from this, obviously, but it's annoying and I see it as very unprofessional.
15 April 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Richard,
I'm sorry to hear you have been receiving multiple communications asking you to leave a review with ourselves. We will be in touch to discuss this further and try to get this sorted for you.
Kirsty
Reply from Geoffrey Insurance
Hey,
Thank you for taking the time to leave your five-star review!
Vicky
Reply from Geoffrey Insurance
Hello Sukhdeep,
Thank you for your wonderful 5 star review!
We’re so glad to hear that your experience as a new customer has been very good. Providing a smooth and positive experience is exactly what we aim for at Geoffrey Insurance!
Thanks for choosing us!
Laura
Reply from Geoffrey Insurance
Hi Gavin,
Thank you for your fantastic 5 star review!
We’re so pleased to hear that you received quick and friendly service and that all your needs were met. Providing a smooth and helpful experience is exactly what we aim for at Geoffrey Insurance!
Thanks for choosing us!
Laura
Reply from Geoffrey Insurance
Hi Khalil,
Thank you for taking the time to leave your review and feedback with ourselves!
Kirsty
Reply from Geoffrey Insurance
Hi L L,
Thanks for your 5 star review and feedback!
Kirsty
you wanted £24 to cancel my last months…
you wanted £24 to cancel my last months policy of £20 when i refused your secretary said leave it . then you sent debt collectors . scammers
5 April 2025
Reply from Geoffrey Insurance
Hi Andrew,
Thank you for your feedback. I’m really sorry to hear about your experience. I’ve now escalated this matter directly to our Complaints Team, and they will be in touch with you to look into what happened.
We take situations like this seriously and appreciate you bringing it to our attention.
Leanne
Avoid at all costs!!
Avoid at all costs!!
Renewal quote had a 33% increase on last year's price £900 to £1200
Got a quote from moneysupermarket.com for half the price £621
28 March 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Steven,
Thank you for sharing your feedback. We’re sorry to hear that your renewal price was higher than expected. Premiums can change from year to year due to updates in underwriting criteria, individual risk factors, or wider market conditions, but we completely understand how frustrating it can be when the increase feels significant.
We appreciate you highlighting the difference between your renewal quote and comparison site prices. Your feedback is valuable and will be passed on to the relevant teams so we can continue to review and improve our pricing approach and customer experience.
Thank you again for taking the time to leave your review.
Leanne
Resolved - eventually.
I wouldn't use this company again! I declined a policy online and they renewed it anyway. Customer Service were helpful enough but it will have taken me over 2 weeks to get my money returned to my card if it comes when they say, completely unacceptable when it's their system at fault. I don't trust them and will avoid them in future. PS - after posting this review the company responded and refunded my payment very quickly. Therefore I've awarded them an extra star.
24 March 2026
Unprompted review
Reply from Geoffrey Insurance
Hi pam,
I am very sorry to hear that you are unhappy with your experience.
We do aim to be as transparent as possible and notify our customers weeks in advance of the renewal of our intention to automatically renew unless you either decline the renewal online or tell us over the phone.
If you would like to send your policy details to us at social@geoffreyinsurance-bisl.co.uk I would be happy to review this for you.
Vicky
Amateur service and Greedy with it.
Wanted to change the policy to a new vehicle on the following Monday and spoke to a foreign sounding woman who wanted to know the price?? I went round in circles for 30+ minutes asking the price of what? She refused to put me through to anyone else, I tried giving her the cost of the new car but not what she wanted? In the end I had to revoke the policy (which I did not want to do) and was charged £131.76 for the privilege. Absolutely dreadful service and total lack of expertise. And Greedy with it
20 March 2026
Unprompted review
Reply from Geoffrey Insurance
Hi martin,
We’re sorry to hear about your experience and understand how frustrating this must have been.
This isn’t the level of service we aim to provide, and we’ll share your feedback with the relevant teams. If you’d like us to look into this further, please send your policy details to us at social@geoffreyinsurance-bisl.co.uk and we’ll be happy to help.
Vicky
I think it's still very early
I think it's still very early. The power of 1 evaluation with the company is so serious and responsible, which I believe it is and I only start using my insurance on the 22nd on Saturday, therefore, I had no experience. It is the first contact. But I hope that this company is a responsible company. And that you can provide an excellent service in any way. I want to thank you for the opportunity to be with you.
20 March 2026
Reply from Geoffrey Insurance
Hi Roberto.
Thank you for your thoughtful message and for choosing us for your insurance cover.
We understand that this is your first experience with us, and we truly appreciate the trust you’ve placed in our company. Providing a responsible, reliable, and high-quality service is very important to us, and we’re committed to supporting you every step of the way.
Vicky
Absolutely amazing customer service…
Absolutely amazing customer service really easy and well managed
13 March 2026
Reply from Geoffrey Insurance
Hi,
Thank you for your 5 star review and feedback. It's great to hear you're happy with our customer service.
Leanne
Never will use this company again ……
Never will use this company again … talk about kicking you when you’re down the charges they add when you haven’t got enough money in the bank for a few days and no help or understanding at all
1 March 2026
Reply from Geoffrey Insurance
Hi Marisa,
Thanks for taking the time to share your feedback. I’m really sorry to hear how stressful this has felt for you. Charges landing when money is tight can be overwhelming, and it’s the last thing you need when you’re already having a tough time.
We never want anyone to feel there’s no understanding or support, so we’d really like to take a closer look at what’s happened and see what we can do to help get this sorted for you.
We will be in touch with you to see how we can help.
Leanne
I had to pay £60 because Geoffery don't insure electric vehicles
New car day arrived, went on line to amend my policy and was unable to do so.
I called customer services to make the amendment, only to be told that they will not insure my vehicle as it is electric. And they will have to cancel the policy and charge me £60.00 for the priviledge.
Not happy, I did not want to cancel. I just wanted to amend the vehicle and was prepared to pay the extra premium. But not to pay for cancelling the policy when its there fault for not being able to insure electric vehicles.
10 March 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Ian,
Thank you for taking the time to leave your review and feedback with ourselves. I'm sorry to hear we were unable to offer a quote to insure your new vehicle with ourselves and you were unhappy with the cost to cancel. Please can you email your policy details over to social@geoffreyinsurance-bisl.co.uk so we can discuss this further with you.
Kirsty
AVOID THIS COMPANY !!!
They may be cheap for car insurance but you never know what they’re like until you have to report an incident. Absolutely awful….., after initial contact they don’t want to be bothered with you so if you’re happy to spend hours on the phone being passed to 5 or 6 different departments all telling you different things then sign up. Better off going with a more reputable company
.
13 November 2025
Unprompted review
Reply from Geoffrey Insurance
Hi,
Thank you for taking the time to leave your feedback. We’re really sorry to hear about your experience, as this is not the level of service we aim to provide. We understand how frustrating it is to feel passed between departments and not receive clear information, especially during a stressful situation like reporting an incident.
We’d really like to look into this further for you and raise it directly with your policy underwriter. If you could please email us your policy details to social@geoffreyinsurance-bisl.co.uk, we will make sure this is reviewed properly and handled as quickly as possible.
Leanne
Great as long as you don't need to…
Great as long as you don't need to claim, communicate or renew. Update. *** Geoffrey phoned me to discuss my experience, confirmed my ludicrous renewal quote had been a mistake and would send me an correct and improved offer. As yet, nothing received....alternative insurance has obviously been secured.
5 March 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Paul,
Thank you for taking the time to leave your review and feedback with ourselves. I'm sorry to hear you are unhappy with our service. Please email your policy details over to social@geoffreyinsurance-bisl.co.uk along with what issues you have experienced, and we will try and assist you further.
Kirsty
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.