City Insurance Group Reviews 

Website was easy to use and all info provided
Easy to use and reasonably priced

I was impressed with your call handlers, I felt that they were very efficient, they knew their business and were very helpful and polite

I DO NOT RECOMMEND 'CITY INSURANCE GROUP LTD' - this car and home insurance company hide behind a little tick box known as 'Click if you have read the terms & conditions'. Whereas behind that is a hidden cost - a cancellation fee of £50!!

I purchased a policy for £368 on 17th/Jan/23. Two days later, they up'd that to £598.99 because they deemed that I had incorrectly supplied details about a previous claim I had made with another insurance company as being 'no fault'. Well, in my mind it was a 'no fault' because someone stole a catalytic converter under the chassis.

So I called City Insurance back to cancel my policy, as I was able to get a better deal with LV.
BUT, they would charge me a £50 cancellation fee owing to me having supplied incorrect information about previous claims, and that i had clicked the 'Terms & Conditions' box. Their rationale was that it wasn’t City Insurance’s fault that I had supplied incorrect information on the application form.
Well, customers are entirely entitled to provide incorrect information about their driving history. It is up to the insurer to accept or deny awarding a policy certificate. It doesn’t give the insurance company licence to PENALISE when the customer decides to cancel. I do not understand the science behind insurance underwriting nor the process involved in their backoffice systems about how pays what for accessing historic information about the customer.

These jokers think customers have money to throw away. I have used Compare the Market for many years and no previous insurer has treated us this way.

Anyone who wishes to cancel their insurance should be allowed to do that for FREE, minus any days of insurance covered. It is the customer's goddam money, and they should not be compelled to pay some admin overhead chargers because this is the 'way we do things'.
My customer experience with City Insurance Group was utterly woeful.
Mike, the office manager, was adamant that he would not uphold my complaint after his colleague Ross was unable to process the cancellation without waiving the cancellation cost. Even Mike admitted that people don’t usually read T&Cs. It looks like some companies, like City Insurance, ‘openly hide’ hidden costs behind T&Cs.

In this day and age, most organisations are open and plain about expenses in a clear and non-ambiguous fashion like cancellation costs. This is what engenders trust. Not some BS excuse to penalise customers for exercising their right to take their business/money elsewhere.

Spoke to an agent at Natwest Credit Card dept, and he was rather bemused by such tactics and was completely agreeable about cancellations should not cost customers extra.

You will notice how they are quick to thank customers who have rated highly, but rarely give time for those who rated poorly.
Olivia (in Bristol)

6 Star review for Mark who has made this stressful process much more easier. Gone above and beyond, very honest, polite and understanding. A credit to the company and deserves recognition! Thanks again

Hit a serious problem with my car insurance cover. Keeley was quick, professional and solved the problem without making me feel like an idiot (which I had been!). Sorted in no time with surprising speed and efficiency with mastery of tech problems that would have left me standing.

Beware of this company!!! Absolutely worst experience. after payment done, you will not receive any notifications from them. call to cancel and they will charge you, Reason for not being established

This is my new car insurance and although it's under a month it's turning out to be worst company I have ever dealt with
Increased the deposit from initial deposit now being told you are going to monitor my mileage - seriously you are sounding like control freaks - it's clear you don't trust the customers who keep you in business - you all need to hang your heads in shame

PS - don't respond you are a bl??dy joke I'll never recommend this poor excuse of a company to anyone you deserve minus stars

This company is unreal I’ve changed my 2.5 Nissan Navara for a Ford Focus 1.5 as I wanted to save money and Josh the customer Service operator told me that I need to start a new Policy as it’s not a commercial vehicle that I want to change good news you will receive a £3.00 refund ok great the new Quotation is working out to 250 a month lol my truck was 160 a month ok no I need to cancel ok you now have to pay £53 pound but you was going to give £3 pound back there a joke of a company avoid or you will pay 😡😡😡

I feel sad that yet again another company treats their new customers with contempt , When you are looking to buy the price quoted is fair, when you press the pay now button everything changes and that includes the price . It’s your fault, the insurance companies fault and the only one to profit is this broker City Insurance .
If you are looking for vehicle insurance steer clear !
After 49 years holding a license, no accidents or convictions, the premium was elevated by nearly £200 to a total of £457 on a vehicle valued at £500 yes £500 after I pushed the button and to cancel I have paid £66 after a little over a week ? They insure they get their money and that’s all they are interested in, I think a new branding is needed “ Sh-ty Insurance “ fits the “ bill “
They will come back with some rebuke, but at the end of the day this is not a company that anyone can trust or that can insure trust .
I add this after the reply from its Insurance
My premium quote was. £266
Site costs ~£60
City Insurance costs est ? -£60
~~~~~~
£146
Extra cost added for no no claims £199 ? An additional cost of 124 %. I repeat on a vehicle valued at £500 ?
City Insurance state they make a loss on canceled policies, the amount of cancellations shown makes me think they are a non profit organization?????????

I recently had a motor accident and apart from the normal concerns of this being a nightmare I can honestly say City Insurance Group provided first class professional service. From the first call they did everything possible to make this as smooth and as painless as possible. Would recommend if your looking for car Insurance give them a try.

DO NOT recommend.
I attempted to cancel this insurance the day after I'd paid for it the policy was not even due to start for a further 2 weeks yet I have incurred a £92 fee what happened to the legal cooling off period? Very bad company and unhelpful staff. Will be reporting to the financial ombudsman ASAP.
Edit;
This was not cancelled without charge I was told it would be £50 which is why I changed the start date. I will further update the response of the financial ombudsman.

Had to sit twice in hold for over 90minute still not through to anyone regarding a non fault claim that hasn’t been settle since march 2021 shocking would be an understatement

Update
Having spoke to mark on the phone we are finally getting somewhere with this and have changed the review based on my experience with mark he has been very helpful

I will quote from a response to my review from Mr Foley at City Insurance...
"I therefore assume that your review perhaps doesn't relate to City Insurance at all but a different provider?"

I can assure you Mr Foley, my review relates to City Insurance. I have left a genuine and honest review based on fact in the hope that others might avoid the experience I had with CITY INSURANCE.
My lack of response to your childish reply was because I hadn't seen your reply or the email from Trustpilot until this evening, and I would have no desire, in any event, to enter into futile conversation with you at this stage, had I seen it sooner.
You obviously feel that my review is unfair. Well, now you know how I felt when you offered me a £4 refund for 5 months of insurance cover you couldn't provide.

Very poor service. Dodgy and tricky way of making money.
No insurance policy was issued for 4 days and within cooling period of 14 days when increased premium was demanded the policy was cancelled but a deduction of £90 was made.
Daily premium was under £2 but for 4 days they deducted £20 and also £50 without issuing any policy. Very poor response on query.
Never ever recommend this Company for any Insurance.

when i have had any difficulties in paying, the company were always willing to listen and always helpful

Awful insurance company, charge you £75 for cancellation of a policy and give you zero time to do anything about it. Avoid at all costs

I had never so problemated insurance than this, thanks for all year , finally finish and never again . I wanted to change my driving license as i pass for lorry driver licence and they wanted to cancel my policy straight , because they thin I changed jobs. I make hgv driver licence for me if i would like change job then i will use this but I still don't work like HGV driver. Second thing I was a resident in the UK since 2008, I passed my driving license in my country 2 years later, and they said i couldn't be a resident if I got a driving license in another country (I spent my all holiday to make this driving license only for cars )

Diabolical customer service! Shame I have to give a star rating as this company doesn’t warrant 1star. Policy hadn’t even started and was charge £50 to cancel a policy that wasn’t due to start for 3 weeks and was set up online less than 24hr before. Call handler was unsympathetic, very unhelpful but hay guess that’s my fault for being dyslexic and not able to read the section buried in the smell print thats not easy to find. Cheers city! Hope you all sleep well at night you ribbing gits.