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
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Review summary
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What people talk about most
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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
Ease of buying insurance,helped through quote quite easily
Company replied
Best insurance company, gave me a cheap quote and customer service is 10/10 they always answer any queries and always have a quick response team. Don’t think I’d look anywhere else to be honest.
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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
4.2
Great
18K reviews
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Avoid like the plague!!
This company provide appalling customer service and lack of empathy for the customer. They Cancelled my insurance with no reason. When I asked for a reason simply got "we can no longer insure you" and no explanation whatsoever with no opportunity to appeal! Disgraceful! Even if they're you're cheapest quote walk away! There's a reason why it's the cheapest!!
July 9, 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Tajul,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback. We understand how frustrating it can be when a policy is cancelled.
In some circumstances, an insurer may decide they are no longer able to offer cover. When this happens, we are not always provided with a detailed reason to share, and we appreciate that this can be disappointing.
We'd like the opportunity to look into your concerns further. Please send your policy details to us at social@geoffreyinsurance-bisl.co.uk.
Vicky
Reply from Geoffrey Insurance
Hi,
Thank you for your 5-star review!
We're so pleased to hear we did everything you asked.
We really appreciate your feedback and are delighted we could provide the service you were looking for!
Kind Regards
Laura
FRUSTRATION UNPROFESSIONAL GEOFFREY INSURANCE
Renewal time Double so Declined. Called in to get a better offer inputting dob pistcode 3/4 times. All the people spoke to don’t know their jobs shouldnit be workjng there. One an Indian lady just laughing at me because i wanted to make a complaint and my problems known to them. A very strange way of doing business.
July 20, 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Mark,
Thank you for taking the time to share your feedback. We're sorry to hear that you were disappointed with your renewal experience.
We appreciate that an increase in your renewal premium can be frustrating. While we always aim to offer competitive prices, lower renewal premiums are not always available, as the cost of insurance is influenced by a number of factors that can change from one policy term to the next.
We're also sorry to hear that you were unhappy with the service you received when you contacted us. Providing a professional and respectful service is important to us, and it's disappointing to hear that you felt your concerns were not handled appropriately.
We value your feedback and will ensure your comments are shared with the relevant team for review, as they help us to improve the service we provide.
Vicky
Trying to change vehicle on policy is…
Trying to change vehicle on policy is very difficult.
Web chat that you are directed to takes you round in circles, only to then state that they cannot make change.
Web chat then cuts off without any further help.
July 15, 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Peter,
I’m sorry to hear you’ve had such a frustrating experience trying to change the vehicle on your policy. Getting stuck in a loop on web chat, only to be cut off without any help, is incredibly annoying, and it's certainly not the standard of service we want to give you.
So we can look into this for you, please email your policy details to social@geoffreyinsurance-bisl.co.uk.
Leanne
Excellent car insurance
Everything was so simple and easy to understand. And the website was easy to navigate.
July 2, 2026
Reply from Geoffrey Insurance
Hi Dianne
Thank you for taking the time to leave a review.
We're delighted to hear that you found the process clear and straightforward, and that everything was easy to follow from start to finish.
Karl
Please do not use this company
Please do not use this company, when you come to the end, they still try to charge you even if you have opted out of renewing, contacted them numerous times to say I don't want to renew, I have had to pass this on to an ombudsman.
June 1, 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Scott,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating this situation must have been. We'd like the opportunity to review your concerns regarding your renewal and the communications you've had with us to ensure everything has been handled correctly.
Please send your policy details to us at social@geoffreyinsurance-bisl.co.uk so that we can review this.
Vicky
Still new with this company but still…
Still new with this company but still experiencing so far I’m happy
July 7, 2026
Reply from Geoffrey Insurance
Hello Salim,
Thank you for taking the time to leave a great review!
We're delighted to hear that, although you're still new to Geoffrey Insurance, your experience so far has been a positive one.
It's great to know you're happy with the service you've received, and we appreciate you choosing Geoffrey Insurance.
We look forward to continuing to support you and ensuring your experience remains a positive one.
Thanks Laura
Number 1 perfect
July 5, 2026
Reply from Geoffrey Insurance
Hi,
Thanks for taking the time to share your feedback. It’s great to hear that you had such a seamless experience and that everything is perfect so far.
Leanne
Totally disgusted
Totally disgusted with the response my mum got from this company, her bank card was spammed so cancelled it when her car insurance renewal came around this meant the payment that should have gone out was clearly declined by the time she got the notification to say it was declined. She phoned the company up to explain the situation. They then turned around and said basically tough it's going to cost you an extra £200 Then she asked how much is it going to cost to cancel the insurance? That was only going to cost £25 so she agreed to cancel the agreement. They've literally lost a customer because the person she spoke to couldn't be bothered to sort this out in an amicable fashion I would never recommend this as insurance
June 28, 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Jenny,
I am sorry your mum had such a stressful experience. Dealing with a spammed card is hard enough without this extra hassle.
It is incredibly disappointing that we did not handle her call with more empathy and fairness. We never want to lose a customer this way, and we want to make this right.
So we can look into this for you, please email her policy details to social@geoffreyinsurance-bisl.co.uk.
Leanne
The absolute worst of worst car…
The absolute worst of worst car insurance. If you know what’s good for you and your peace of mind please stay away! Getting ahold of them is like an obstacle course and when you finally do different information is given. When making a claim they do not respond back to third party insurers which results in them chasing you down directly. They do not handle claims properly at all. I have had to constantly call and chase them down when I have paid for a service. Just avoid them entirely.
June 18, 2026
Reply from Geoffrey Insurance
Hi O O,
We're sorry to hear about the difficulties you have been experiencing regarding the claims communication. I have passed your concerns over to our customer relations team to look into further for you.
Kirsty
The whole process was quick and easy
The whole process was quick and easy. Buying my insurance online was straightforward, and everything was clear from start to finish. The website was easy to use, and I received my documents promptly. Overall, a smooth and hassle-free experience. I would recommend Geoffrey Insurance.
June 27, 2026
Reply from Geoffrey Insurance
Hi,
Thank you for taking the time to leave us your fab five-star feedback!
Welcome to Geoffrey Insurance.
Vicky
Everything was totally fine until I…
Everything was totally fine until I changed my DD date and they tried to take 2 payments out in the same week. I received no communication as to why and no explanation when I queried. I cancelled the 2nd payment and then received a bill of £112 despite them trying to take extra money they were not due.
June 24, 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Ellen,
Thanks for sharing your feedback. I’m really sorry for the confusion and frustration caused by your direct debit date change.
Seeing two payments requested in one week with no explanation sounds incredibly stressful. We always want to be clear about how changes affect your billing, and it's disappointing we missed the mark.
So we can look into this for you, please email your policy details to social@geoffreyinsurance-bisl.co.uk.
Leanne
Reply from Geoffrey Insurance
Hi Morad,
Thank you for your 5 star review. Welcome to Geoffrey.
Rachel
Rude, lies and useless website.
Was with this company for a couple of years but renewal price was double of everywhere else so i went online followed all instructions to ensure it did NOT auto renew. The auto renew had already been disabled on my account but wanted to make sure i did this with plenty of notice. They then took my money nearly £700 without consent, i called them instantly and the man on the phone said calls are recorded , great can you email me a transcript of call when we are done , he had no clue what to do and put the phone down. Bank gave me code they could use to do an immediate payment stop , called insurance back and they said they couldn’t use the code because it was the weekend, it was Friday morning. No help at all, told i would have money back by the latest Wednesday(this was Friday). They ring me Monday about why i scored them low on customer survey, girl said whoever told me money would be back by Wednesday was not truthful, she said i had to wait yet another week. Employees have no idea what they are doing , rude , clueless and each one blames the next like naughty teens. Definitely wont use them again even if they were the cheapest around. Slow money return to credit card I understand but debit card return does not take that long.
June 12, 2026
Unprompted review
Reply from Geoffrey Insurance
HI Annemarie,
We're so sorry to hear about this frustrating experience. It sounds incredibly stressful to have funds taken without your consent, especially when you took all the right steps to prevent it, and the conflicting information you received afterwards is completely unacceptable. We want to get this sorted out and understand exactly what went wrong with your auto renewal and the refund process.
So we can look into this for you, please email your policy details to social@geoffreyinsurance-bisl.co.uk.
Leanne
Reply from Geoffrey Insurance
Hi Peshraw,
Thank you for taking the time to leave your five-star review!
Vicky
great company
June 17, 2026
Reply from Geoffrey Insurance
Hi N P,
Thanks for your 5 star review and feedback!
Kirsty
I'm very happy for this company because…
I'm very happy for this company because this company is best thing for me because everything is easy. Thank you very much. Thank you very much.
June 15, 2026
Reply from Geoffrey Insurance
Hello Radwan,
Thank you so much for your kind 5 star review!
We're delighted to hear that you're happy with your experience and that you've found everything easy to manage with us. Making insurance simple and straightforward for our customers is exactly what we strive for, so your feedback means a lot to us.
Thank you for choosing Geoffrey Insurance and for taking the time to share your comments!
Laura
Appalling company
Terrible customer service do not insure with them they are unprofessional and do not know what they are doing
Got a new car and was told not to do anything as insurance was going to be transferred to the new car and I payed a whole year of insurance. My car recently got damaged and only now they are telling me that they didn’t transfer the insurance and that I have to pay a fee AGAIN to transfer the insurance it was absolutely horrible I hope no one insures with this company they have horrible workers that have acknowledged they were wrong but YET are still asking us to pay the fee all over again the worker William did not do his job and we are having to pay again absolute disgrace of a company do not go with them
June 16, 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Mercedes,
Thank you for taking the time to share your feedback. We're sorry to hear about your experience and understand how frustrating this situation must be.
We'd like the opportunity to look into the matter further and review what has happened. Please email your policy details to social@geoffreyinsurance-bisl.co.uk, and a member of our team will investigate this for you and do their best to assist.
We appreciate you bringing your concerns to our attention and look forward to hearing from you.
Kirsty
Disgusting fees to cancel
Disgusting fees to cancel - sold car and had to cancel Insruance. £60 cancellation fee plus a £45 admin Fee. £105. Thief’s
June 12, 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Simon,
Thank you for taking the time to leave your review and feedback with ourselves. I'm sorry to hear 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 look into this further for you.
Kirsty
I am extremely disappointed with the…
I am extremely disappointed with the service I have received from Geoffrey Insurance.
I renewed my car insurance policy in March, and the policy documentation clearly stated that the cancellation fee would be £60. Recently, I purchased a new vehicle and contacted Geoffrey to update my policy. However, I was informed that they would not insure my new vehicle simply because it is brand new.
As Geoffrey has refused to provide cover for my new vehicle, I find it unfair that I am being charged not only the £60 cancellation fee but also an additional three months’ premium and a further charge of approximately £40, which has not been clearly explained to me.
I feel that I am being unfairly penalised for a situation that is entirely outside of my control. I did not choose to cancel my policy without reason; rather, Geoffrey has declined to insure my replacement vehicle, leaving me with no option but to seek insurance elsewhere.
June 8, 2026
Unprompted review
Reply from Geoffrey Insurance
Hi Jurate,
I'm so sorry to hear about the frustrating experience you've had with your policy change. It's completely understandable that you feel unfairly penalised, especially when you simply wanted to update your cover for a new vehicle.
We always want our pricing and terms to be clear, so it’s disappointing that these extra charges haven't been properly explained to you. We'll be in touch with you to see how we can help look into this situation and get it sorted out.
Leanne
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