Tradex Insurance Co Ltd

Got a price from them, price was slightly higher than expecting, they managed to bring it down closer to my previous price, accepted it, was asked to wait an hour for the policy to be written etc, waited nearly two hours, was then told they made an admin error and got the date of birth wrong, this was confirmed 3/4 times with security checks unsure how I passed security using my DOB and it was still put in wrong, this added 1500+ to my premium. Complete waste of time.

Mr Steve Birch was really helpful and with a particular mixed up case helped me through it. Thanks Steve

I'm very pleased with Steven Birch as he was very professional, kind mannered, considerate, understanding, friendly and so much more and he deserves a promotion as a great service provided by Mr Birch.

Please read all of this if you want a truly objective point of view. I am a taxi driver. A professional driver in my late 40's. I've never made a claim on any insurance policy I've taken out until this year. I've just had my second claim dealt with in the last 5 months. Annus horribilis for me I can assure you. I took my policy out 5 years ago with Westminster.

I had a local broker who was a former cabbie. He was not terribly efficient and has now retired. The policy was handed over to Tradex. I dealt with 2 people in their Cardiff office. The first person I spoke to re a change of vehicle is clearly incompetent and I'm not going to shame him by name. I asked for cover notes to be emailed across and after a week without success I rang back and spoke to Rhys.

It is my opinion that he does all the work in that office and he is absolutely OUTSTANDING! The information on their system was clearly a mess but Rhys did everything he could to rectify it. Ask for him and wait if he's not available it will save you much consternation. So 5* to Rhys The first claim was after aquaplaning off the road. It was dealt with within a month.

I made a ridiculous number of calls and was bounced back and forth with each person telling me what I already knew until I spoke to Claire at Kinnertons? She was sadly THE ONLY person that treated my call with sincerity, professionalism and a genuine desire to resolve my issues. She too is absolutely OUTSTANDING and always followed through with my concerns.

Everybody else I spoke to were useless in my opinion. 5* to Claire Most recently I was subjected to the terrifying experience of having my car catch fire. Apparently all fire claims are dealt with by an outsourced company in Manchester called Brownsword. My experience with them was awful. Again I'm not one to shame by name but if it weren't for the Tradex employee that had been my initial contact I would probably still be awaiting a payout.

His name is Mark Cole and I feel he is absolutely OUTSTANDING too. He responded to all my e-mails within the hour and and genuinely made me feel like he cared about getting me back on the road. 5* to Mark Cole I've noticed most reviews are either 1 or 5. I cannot award 5* except to those I've mentioned. If it weren't for these OUTSTANDING individuals that definitely made the difference to me then sadly I too would have awarded 1*. I feel that this company needs to reassess it's values and perhaps by rewarding the people that have these values already there is hope. Thank you for reading Sean McMullan

Update 16/9/20: So after not getting a response from Danielle Griffiths I decided to cc the complaints team I did get a response from Sarah McCrae from the compliance department she sounded helpful at first she done her investigation and sent a final letter this is the reason why they rejected my complaint "We have completed a review of our telephone recordings and although the policy was accepted via telephone, we have been unable to locate the call from when the insurance policy was accepted.

You have asked that we provide you with a copy of the telephone call recording from the point of sale however, as we are unable to trace this call, we cannot provide this." Goes onto say I need to get in contact with yhe fianace department to pay the 153. THIS COMPANY THINKS I WOULD LET GET AWAY WITH TRYING TO ROB ME OF 153 FOR THIER MISTAKES. I found a email I sent to Connor on the 11th July with my DVLA check code so i forwarded it onto Sarah McCrae today but never got a response guess it shamed her, got a call from Jack who I spoke to last week he said I no longer have to pay the 153 as it was their own admin error. Sarah McCrae, Danielle Griffiths & Connor Goldstone should be sacked for doing a terrible job the amount of errors made by connor is ridiculous IF YOU EVER SPEAK TO THE NAMES ABOVE MAKE SURE YOU RECORD THE CALLS! Update 8/9/20: Emailed Danielle from the underwriting team 3 times now no response as of yet, called on the 4th spoke to a member of staff who said she will follow up with Danielle to see whats going on and then to make things worst another admin error they got my DOB wrong too so all this time I've been driving around with inccorect details in my policy! Update 2/9/20: Got a email from Danielle Griffiths from the underwriting team trying to con me out of 151.33 trying to accuse me of not stating my 3 points which is all lies it was in my previous policies with them I told the sale team member too THERE WILL BE RECORDINGS and whats the need to lie when it shows up on my dvla check code. BE CAREFUL WITH COMPMAY! out a policy on 5th aug spoke 2-3 different staff members sent out email too just so I can get access to my mid account still nothing today 17th Aug. Spoke to laurane on the 11th she said she will get back to as its under investigation still nothing! This company has gone down hill for the past 2 years god knows how they will be if you make a claim.

I've been with a couple of trade insurers in the past, and these are terrible. Their customer service is so patchy and you have to explain everything so clearly, usually repeating over follow up phones calls when they have either a) forgotten to update a policy, or b) have updated with the wrong details. This obviously has ramifications - the police do not care if the people in the office have made a mistake and you're left waiting a couple of days when they're open or have a competent member of staff present to deal with it.

All Tradex (and their brokers Clegg Gifford) care about is getting their money every month - which raises exponentially every year. I've never made a claim with them, but I expect it would be a stressful experience. If you decide to take out insurance with Tradex or any of their brokers - make sure you get them to give you the policy you want, go through every detail with them - they will have names wrong, policy owners/named drivers in the wrong order, and update it with things you haven't asked for as 'default'.

I have been with them for five years and they have messed up at least three times for every new year policy. You will never be contacted if there is a problem with your insurance. Their online system for updating the MID is archaic - you have no details of what is on it, you can only preview changes. It's easier and clearer to do it over the phone, which isn't preferable. I intend to cancel my current policy (of course losing my hefty deposit) once I have the time and willpower to go through finding another broker again. :(

Took out motor trade insurance yesterday. Paid in full for insurance for my 3 cars to start today. Turns out I'm driving around with no insurance on one car that the Police have just taken away till I can show them a cover note which I haven't received yet. Sold the second car and now the customers new car has my insurance and his own insurance on it as I can't cancel.

Not been given log in details or any email to delete vehicle and office closed for 2 days. Tradex /GG office closed this weekend so I have to call on Monday and I have to take out daily insurance till Monday for the 3rd third car as askmid says uninsured aswell. Big headache and money loss hope they will compensate. Think I've made a big mistake chooseing these guys thinking to go back to my previous insurance broker.

I took scrap insurance out with these people and for no reason(no accidents) doubled my premium to a wobbing 5,000 from 2500 after being with them for a year with no claims & absolutely no reason given why apart from WE MADE A MISTAKE (says it all about this company) this has affected my business massively. THEY HAVE SOME ANSWERING TO DO! I had to go without insurance for nearly 6 months due to lack off funds. I will be taking this matter to court. Companies like this shouldn't get away with their fraudulent dishonest ways.

I would avoid this insurance like the plague. I was involved in a non-fault accident where the person who hit me and I are both insured with Tradex. They have done everything in their power to delay payment, and bully me to accepting a below retail value offer. The accident happened in February, their initial valuation was 4k under the agreed valuation of 30k.

When I raised a complaint over the valuation, they gave me an interim cheque for 26k and told me it was just an interim payment and would settle in full later. At that point they took the courtesy car back, and I received a final settlement cheque of 100. I have returned the cheque, their tactic is to make you wait and wear you down so you end up accepting a below retail value of the car.

They have setup an entire department for this purpose. I've given them several examples of what the car was worth at the time of the accident and they have ignored them all stating they use Glass's guide. Glass's guide does not take into account vehicle rarity which this was. The same guide values R34 GTR's at around 20-25k when in truth you can't buy one for less than 45k.

If I could rate them 0 stars I would. They will not pay out in a reasonable time frame, and if they do payout it will be well below what it costs you to replace the vehicle. I've advised several friends and traders not to use them. Please do not make the same mistake I did, it has caused me nothing but anxiety and stress.