Norwich Union Direct > Reviews (62)

I echo the very poor service from Norwich Union. Our car was stolen and recovered but had some damage. We rang the claims dept and they said they wanted to use a repairer that was not local to us. We initially said no as we could not get to it in office hours (they were only open 9-5, Mon to Fri), but agreed when we were told that the car would be picked up, repaired and delivered back. A week later the company that recovered the car rang us to see why it had not been collected and we had to chase NU who seemed unable to answer phone calls. A further 3 weeks later after no communication we rang and were told we had to look at the car before it could be repaired. When we said that we couldn't and had said this initially they eventually agreed to more it to a more local repairer. This took a further 4 weeks. In all it took 11 weeks to get the car back. The local company (Nationwide) that eventually did the repair only took 2 and a bit weeks! Overall it was a very frustrating experience with no communication from NU. Not one of many calls was returned and the overall experience was dismal. Even the complaint was handled poorly. A lady did ring us and organise the transfer of the car but said that the complaint was not really her department and she would refer it to the correct person. Still no response. Like the previous reviewer we have three cars and our house insured with NU and they will all be renewed elsewhere.