Policy holders have taken aim at One Call Insurance after its telephone lines, website and emails were all blacked out last Thursday, leaving thousands unable to contact the firm.
While IT experts have been working across the weekend to restore systems, users are still experiencing issues this morning – and some of accused the firm of being hacked.
Angry customers have descibed the firm as ‘appalling’ – with one writing: “If I could give 0 stars, I would.”
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In an update this morning, One Call, which is based at Black Bank, said: “We’re expecting a busy day, so please bear with us during longer wait times.
“Our live chat team are now able to service the majority of requests with the exception of a couple of outstanding system limitations.
“Unfortunately our portal is still unavailable but we’re working hard to get it back up and running as soon as we can.
“In the meantime, please contact us on live chat via our website for amendments, renewals and cancellations.
“Thanks again for your continued loyalty and understanding. We know it’s been a difficult few days but we’re over the worst of it and well on the way to normal services resuming.”
But upset customers have been unable to access policy documents or make claims or renewals, with some speculating the firm has had its security systems hacked.
Suzie Fowlie wrote: “I don’t understand what kind of system you have or what kind of support you employ or pay for, but for issues still to be ongoing after this length of time is frankly hard to believe – what are you not telling your customers?
Julia Gear-Evans wrote: “My guess is that they’ve likely had a cyber attack and had to shut everything down while they try to clear it.”
Gillian Duffy posted: “I currently have a car with no insurance and therefore cannot use.”
Ryan Rodger fumed: “If I could give 0 stars, I would. Had a burst pipe with collapsed ceiling at 11.30pm last night. Emergency contact number wasn't in service. Managed to get a plumber myself to fix the issue but water damage everywhere and the remaining ceiling is hanging perilously.
"Spent 5.5 hours so far today being passed from pillar to post, hung up on several times and still no further forward.
"The staff I have spoken with via Live Chat or phone don't know how to assist at all.
"Absolutely abysmal organisation.
Sarah Hutchings posted: “Been trying to change my vehicle on my car insurance for the last 24 hours and no luck. Keeps telling you to use chat, sat on there for and hour and 20 mins talking to someone who at the end then decided to tell me they couldn't help. An absoulte joke as I now have a car sat outside that's not insured. Its not good enough.”
And Lucy Glover wrote: “I currently have a car that's been vandalised and can’t drive it at all. l I've been waiting a week to sort this out.
“This service is appalling, I will be definitely changing insurance companies.”
We have attempted to contact One Call for comment.