Principal Insurance Reviews 

Very poor Customer services, the charges they place is you want to make are changes are quite extortionate.
I paid £480 for my policy cancelled after 6 months the refund was £26 the other £214 was classed as admin fees and charges for making changes. I kid you not. AVOID this company, Never pay them in full.

Not much experience yet - my policy starts today.
But contrary to most other reviews, I spent 35 minutes on hold before they answered. During which the online chat said "no agents available, call back during office hours" (it was of course "during office hours").

Then apparently it's a standard policy across all insurers that you should declare claims made by other drivers on insurance you hold on other vehicles, even though that person won't be driving the vehicle I'm insuring with them. That claim hadn't even affected my no claims bonus on that vehicle, let alone on this one!

And not knowing that landed me an "administrative change" fee on top of the higher than quoted premium.

Professional customer service, responsive and genuinely helpful throughout the entire process.

The company offered cover at the best price
I could find , but motorcycle insurance cost is too high due to the lack of law enforcement when bikes are stolen and a lack off any real deterrent to stop motorcycle theft.

My experience with this company has been frustrating and disappointing.

After purchasing an insurance policy paid in full through a comparison site, I was later asked to provide multiple documents, amongst which a photo copy of my driving licence.

I've told them I'm happy to supply a DVLA share code (also requested by them) and additional documents such as utility bills (also requested), which should be more than sufficient to verify my details. I am not comfortable sending my photo ID over the internet, particularly after having my data exposed in breaches in the past by so called "trustworthy" companies. Had this requirement been made clear upfront, I would not have chosen this insurer and would have stayed with my previous provider.

When I raised my concerns they were inflexible and said the only other option is to cancel the policy (which had not even started), but I would be charged a £55 cancellation fee — more than a third of the policy cost, because, quote:"We don't work for free". Considering the policy was purchased online, paid in full upfront, and involved little to no effort on their part, feels opportunistic and unjustified.

The overall experience was rigid, dismissive, and frankly unprofessional. The comment that they "don't work for free" was particularly inappropriate — especially in a situation where, from a customer perspective, it genuinely feels like no meaningful service was provided. Paying in full upfront has effectively turned against me, with that payment being used as leverage — something that wouldn’t have been the case if I would've went for the £16 monthly payment.

Based on this experience, I have very little confidence in the level of support they would provide if I actually needed to rely on this policy — if this is the standard of customer service, it does not inspire any trust at all.

Telephone contactability and customer service diabolical!

Firstly the renewal was £70 MORE than taking out a fresh policy as a new customer. Then they want proof of no claims in two weeks or they will cancel policy. My policy doesn't end for two weeks so I can't get proof of no claims from them to send back to them. I try to call to discuss this, two calls on hold for 10 mins each no reply. I email them which takes 1 week to get a reply but doesnt answer the questions. Another 35mins on the phone today to eventually get a reply!!! I cancelled the policy!!

Terrible company. Take 3 payments within a month, then when you ask to cancel they hit you with a £100 get out fee. Taking the total to £227 for 2 months insurance. The whole year is only £270. Wont use these again. So beware of how much they take from you in a short space of time and the cancel fee.
What a disgrace and rip off company

Within days of paying for my insurance I had an email asking for documents, giving me 14 days to produce or my insurance would be cancelled. The documents were not asked for before they took my money. As I could not produce the documents within the time they asked, so I cancelled the insurance myself. More than £70 was deducted from my refund and still not received the balance back. Said it will take up to 60 days to refund. Not one phone call or a sorry to see your leaving us. Worst experience I have ever had with an insurance company.

I set up this policy online 9 days ago, i have tried to phone every following day to confirm some details, i have yet to have the phone answered. I've phoned, i've tried to get in touch via the broker that i originally purchased through - they claim they don't deal with this mob, i've emailed everyday and no answer. horrendously infuriating.

I have tried to contact this company for changes on my vehicle. The chat bot was out of action and now been removed, the emails are returned saying I need to phone but when I do I am left on hold. Very frustrating. Most insurance company's have a log in where you can make changes, see your cover and check pricing. Very disappointing experience, I will keep trying to contact them.

Principal Insurance has been, without exaggeration, one of the most frustrating companies I have ever had to deal with. Trying to get through to their customer helpline is an ordeal in itself. You are left waiting 10 to 15 minutes just to speak to someone, only to be told that actions will be taken, actions that simply never happen. Then you have to call again and again. Cancelling a policy should be straightforward, but instead it drags on and requires repeated follow ups. Getting a no claims bonus certificate, something that should be automatically issued, turns into a drawn out saga. You are told it has been emailed, but it has not arrived in the inbox, spam, or trash. You call back a few days later and still nothing. You chase it again and still nothing. Meanwhile your new insurer is threatening to cancel your policy because they think you have no no claims bonus, all because Principal Insurance cannot complete a basic administrative task. Emails to customer service do not help either. You receive an automated acknowledgement promising a response shortly, but that response never comes. You are left wasting hours on the phone trying to resolve something that should have been handled correctly the first time. Other insurers manage this process properly and send the no claims bonus promptly when you cancel, without any chasing. With Principal Insurance you are stuck in a loop of broken promises, missing documents, and endless delays. It is inefficient, stressful, and unacceptable. Avoid if you value your time and patience.

Contacted them on numerous occasions to try and resolve an issue with my insurance that was due to start. Emails sporadic to say the least and when I cancelled due to lack of communication totally ignored and was told I hadn't cancelled when I'd received an email from them confirming it this had been after an hour sat on a phone call. They then charged me £55 for cancelling on a policy which hadn't started. I should be invoicing them for my wasted time sitting on the phone and writing emails. If you need an answer quickly I wouldn't bother.

John from customer services was really helpful. He was very friendly and didnt make it feel like an usual tedious phone call to insurance

Just like to say a big congratulations the way they were so helpful when I phoned up in setting up my new policy

Very clear and straight forward.
Had to make a couple of changes from the quote I received online and Ricky was very helpful in sorting this quick and easy. Nevertheless the best deal I got as I’m a new rider.

Beware this company not only wants your Card number, there want a copy of you Driving licence both sides, a utility bill for proof of address and more worrying your National insurance number. Try and cancel will cost you £55 even if its not even in Force. Another bad insurance company on these Websites.

Best price online and was also the best price for my campervan.

I got a policy out for a bike I was buying unfortunately the sale fell through due to mechanical issues so I emailed to ask to cancel the policy and see if I could get my deposit back minus what ever they need for the service etc. I have had no reply back off them and I have been waiting a week and have sent multiple emails to them the customer service is rubbish wouldn't recommend the company

competitive, efficient and very helpful staff; Sam was great to deal with