Aura Insurance Reviews 

Right from the start I had problems with this company. When I received my policy documents to sign there was a discrepancy in the paperwork which took me two weeks of trying to call them every day to sort out. This was in December. Then a few months later I had a missed call from them. It took a week for me to get hold of them again and when I finally got through they said that they could see what the call was about and that they would call me back tomorrow afternoon. I waited in all afternoon and received no call. I tried again for the next few days and was not able to make contact with them. They called me nearly a week after they said they would and I was told that I needed to make a change on my policy and that I would have to pay to do this. The problem was that I had put that I work in a dispensary (which is true) instead of "apprentice" as my job title. They even admitted that I would not have known that there was an option to select for apprenticeships as I didn't work in insurance. This came a few days before my 18th birthday trip to Paris which I had been saving for for months. As I am an apprentice, I don't have a lot of spare money lying around and had to use the money I had saved to spend on my dream trip away to pay my insurance company. All was fine then for 5 months until July. In July, my black box stopped working. I tried everything I could think of and couldn't get it started again. On the 12th July I had an email and text from Aura asking me to call them. I called them and they told me to take it out and plug it in again and call them back on Friday if it didn't work. This did not work. On Friday I received an email with a form to fill in asking me if I had unplugged my black box, which I had only done once when they had asked me to. So later that day I called them as requested and was told that they were sending me out another black box and that it should be here by the end of next week which would have been the 21st. This week came and went and I received nothing. I decieded to wait until the end of the next week and then try calling them again to see where it was. On Monday 24th July my payment came out of my bank for the insurance as usual. However, the next day I received an email stating "As your policy has now ended please return your back box" So again I called them as I had not cancelled my policy and they said it was an automated email sent to tell me to return my old back box as they had sent out the envelope and confirmed that the policy was not cancelled. The envelope arrived a few days later and I posted my old black box back the same day. On the 4th August (23 days after I had first contacted them about this issue) I was going on holiday with my family. The new box had not arrived at this point still. So I went on holiday and on 9th August I was called by the company but was unable to take the call as I was speaking to my doctor at the time. They sent an email saying that my policy was being cancelled as I had not plugged in my black box. So yet again I had to call them and explain that it had not arrived and that I was now away so was not able to plug in a black box into a car when both things are 400 miles away from me. They said to plug it in on Saturday when I got home and then ring them to confirm this. We ended up leaving a day early so I got home on Friday morning and plugged in the new black box straight away. I then called them and was told that I needed to call them tomorrow as it takes 6 hours for them to get the data. I tried four times on Saturday morning and was only able to reach them on the 4th attempt. They confirmed that the policy was not cancelled as they had got the data. At this point, I was so fed up with them that I decided to cancel the policy and find a new company. I got new insurance and cancelled my policy with aura on the 19th August. I thought that my dealings with this awful company were over until today where I was told that I needed to pay then £138 for cancelling my policy! Most companies charge £50ish. With Aura I would have maybe expected £100 at a push but never did I expect it to be nearly £150. I hope now that I don't ever have to have anything to do with them again. Everyone I spoke to on the phone was always lovely and helpful but the policies are just ridiculous. If anyone is looking at this company as a young driver for yourself or your child please please avoid them at all costs. They have been nothing but trouble.

I honestly couldn’t agree more with every complaint made by other customers. This Company should not be allowed to trade. The stress caused by the incompetence of the so called contact team in every department is possibly the worst I have every experienced. After spending 4 painful weeks sending the same documentation requested on numerous occasions to be told each time after the threat of cancelling the policy and me making contact and providing evidence from the admin team that it had been received, I finally got confirmation that the policy would not be cancelled. Unfortunately, I now had to make a simple change to the policy (registration change) after a week of daily phone calls waiting on hold for over an hour each time I have failed to speak with an advisor. Apparently such changes can only be made via telephone! I have emailed the admin team to inform them of the change and why I cannot do this by phone, I have emailed the complaints department outlining the issue and previous issue and like others I am escalating my complaint to the Financial Ombudsman & the FCA.
I found this insurance for my daughter as a new driver through comparison websites, they were on two out of three I used, I understand these comparison sites are just a platform to help people find a product with the information we provide, however, they are also making a lot of money for that service and I believe they should also be made accountable for allowing such Companies to be on their site. The comparison sites should be responsible for ensuring the providers are fulfilling the service they claim to offer. Customer service and after care is crucial!

worst insurance company.

0⭐️

Found this company on a compare site for my daughter and stupidly did not read the reviews first. Initially when she applied 3 weeks ago everything was fine. Device for the car arrived on time and set up was simple. No issues with the app. To suddenly receiving an email last week stating they had been given incorrect information and my daughter had to pay over £600 upfront or they were cancelling the policy. Mistakenly when she applied it was thought she had one years NCD after having a policy with a previous car for quite a while. Turns out it wasn't quite a year so therefore she had to pay more money. She struggled to get hold of anyone on the phone and when she did was told she had until 6th September to decide what to do. Yesterday (21st Aug) she received an email telling her they were cancelling her policy in 7 days due to her not paying the premium. Today she completed a cancellation request form and they have responded accepting this request. Not sure what their game is but they appear to provide a very poor service and I certainly would not recommend them to anyone else!

Waited 3 hours on the phone for a simple change in address in the insurance policy. Absolutely terrible. Do not recommend this insurance to anyone. No wonder why all the reviews are so bad. It's cheap for a reason. Stay away. ZERO STARS.

KEEP AWAY, they never answer the phones or respond to emails, awful company to contact, they got my daughters name wrong on paper work and im still trying to get it changed! its been over 8 days now and still can't get through by email or telephone!!!!!!!!!!!!!!!!!!!!

Don't be fooled by the cheaper price. The amount of stress and the extra time you spend on emails/phone calls would cause you so much more.

Would go 0 if its an option.
My 18 year old used them as first insurance. Was cheap but had a few hiccups in the first year with multiple threats of cancelling. Then went on to 2de year and within the first 2 months they just cancelled it with no warning at all... so my son went from an elite driver in the first year to an absolutely terrible driver within the first 2 months of the second year!! Unexplainable? So we accepted the cancellation and then got a letter through the door with court proceedings against my son... no letters no emails just nothing... I think its scandalous how they go after 18/19 year olds when its already hard on them with insurance. ...
If anyone reads this stay away from them ......

DO NOT GO WITH THIS INSURANCE COMPANY. This is the worst insurance company I have ever experienced and looks to me like I am definitely not the only one. Honestly seems to have 0 people working for them, you sit on hold for about 2 hours which is just ridiculous. Was sent cancellation notices every single week in the 6 weeks I was with them! As soon as I’d get on the phone and have to explain myself over and over as they never understood anything , they would waiver the cancellation. They were asking me to do things no other insurance company has ever asked me to do, and then cancel my insurance when I couldn’t obtain the information within a day!! You will really regret going with this insurance company if you do. I would avoid them at all costs. You will spend hours and hours on hold every week due to a different problem that arises with them, every single week. Was told a manager would call me back, as I insisted to speak with them as the cancellation notices had to stop as I was having to call during my work hours every single week. I got the name of the colleague who assured me that a manager would call me back then I got another cancellation notice and no call back from a manager! I cancelled my policy with this company, as I knew they would cause so much stress to my year that I intended to be insured with them. Honestly so much money and time wasted.

So I went with this company as they was the cheapest option , the other reviews are correct with the wait times being really bad … waiting hours at a time . After a lot of thought I decided to cancel with this insurance before my insurance was due to start, I already paid the deposit so expecting that back I hope but I will say they was a lot easier to cancel with them then I thought but they do take a cancellation fee even if you haven’t started the policy yet .. all I would say is have your bearings and give it alot or thought but they may not be all bad I just personally didn’t like the previous reviews the no replying to emails and the long wait time .. if you can cope with that you may have your self a cheap insurance just not my cup of tea

This has got to be the worst car insurance company I have ever had to deal with, if I could give anyone any advice DO NOT GO NEAR THEM. You are forever on hold trying to phone them, they send emails about cancellation of the policy and it’s not relevant and never reply to emails you send them - I’m not sure how they are still trading. They even sent us an email regarding owing them money and threatened us with bailiffs when the fault was their end for not updating their records - absolutely appalling company.

Worst insurance company I have ever dealt with, said they would cancel my policy in 14 days if I didnt send documents over on the portal, sent the documents over well within the timeframe to now receive an email from the to say they are cancelling my policy due to not receiving requested documents!!!!! Paid £350 deposit and 2 months of insurance, doubt i’ll see any money back. Tried emailing and ringing numerous times just to sit on hold for over 30 mins and no way of speaking to anyone!!!!! Wish I read the reviews before using, so disappointed that all that money is gone

Awful company cancelled my sons insurance as the black box didn’t work dont ever answer the phone or respond to emails sent waited ages on the phone every time and had to put it down - they have now asked him for £265 for 20 days insurance but u can’t get in touch to discuss . we are making an official complaint today and following up with the ombudsman as I doubt they will Respond disgusting!!!

Calling center not working try to call 3..5hours per day nobody answer

The biggest scam company out there!!!.

I hardly ever write reviews but I am shocked at this company. Initially took qoute in March as it was lower then all the others. First mistake there. They asked me to fit a black box. I watched their videos and tutorials on how to fit however could not find the port in my car. I called and emailed them. Spending +2 hours at a time and they still would not answer. They threatened to close my insurance. I called them on the day it was due to be stopped and told I would have a pay a premium now to set it up. I needed insurance urgently that day as I am a front line NHS worker and needed my car to see my patients. They charged me £200 on top of the price. They then asked me for my NCB which I provided from lloyds. Again I got a threatening letter saying they will cancel my policy. When I called them they said my NCB has to say 14 years. I called lloyds who said we always write 9+ years. Spoke to these i4diots again who said you will now need to pay another premium of £200. I was so angry at this time I requested them to cancel my policy. Been told now that I will only get £200 back from my £1000 payment. All my years of driving never had an issue with insurance. Don't use this company!!

AVOID THIS COMPANY
I wish I had read the reviews before proceeding with this company. There are few words to express how awful they are. Like the other reviews, our policy was cancelled for incorrect reasons. They refused to listen to us and have taken over £800 from us. The customer service is non existent. It takes hours to get through and when you do they are extremely rude and disinterested. I have no option to report this company to the financial ombudsman. I do not want anyone else to experience what we have over the last week therefore PLEASE DO NOT USE THIS COMPANY. Plus we are owed over £800 from this company.

Stay away from them, wish we had. Threatens to cancel your insurance for any reason, in fact even if it's there mistake! On hold with them for just over 3 hrs and then when they do answer state they will call back. Never do and you get letters and emails about cancellation. Trying to cancel but can't get through! Will be reporting to the financial ombudsman.

Unfortunately I didn't read their reviews before taking out policy.
Currently made complaint to Financial Ombudsman about them.

Terrible insurance company. Requested more documentation than any other insurer. Never confirmed receipt when I emailed them in. Never told me they were not the right documents. They interrogate you like they WANT to cancel your policy, which stacks up when you read the other reviews on here... Is it their business model? I only found out my documentation wasn't what they wanted because I called them. Then I was given unreasonable deadlines such as 4PM the same day. Spent over 3 hours on the phone with them in a couple of days sorting something basic. As other reviews say, the hold times are really long too. Then the people on the phone are nice enough, but very frustrating eg. getting confused by talking about old documents, asking pointless questions, etc. They need to go to their supervisor for everything, causing extra hold time, and they put you on hold to 'review your account'. PAINFUL. Avoid.