Review of By Miles


Rated 1 out of 5 stars

Rating changed from 5 to 1 star - decline of service

A friend sent me a news article about By Miles, I researched them as my existing insurer Aviva (who handled a claim I made with proof from other driver he was at fault, in a disgusting and unprofessional manner hence I complained about) policy was soon ending, made queries which were all answered properly and timely, I joined up in Jul for my policy to commence Aug '18 and haven't looked back.

I've had no issues since then, just non intrusive follow up messages to check all is well and the odd update/advice emails.

ALL staff I have liaised with to date (including the CEO James) has been polite, friendly, informative and helpful.

The real proof-in-the-pudding is if I ever have to make a claim and how efficiently they handle/process.

I do less than 1k miles a year so this PAYG insurer is great and long overdue!! At the end of my 1st year I'll do a quick to check to ensure overall I haven't paid more than previously.

Not quite sure what 'Mr Baker - 5 September' 1* review is trying to specifically express but it hardly seems fair if there are no details about the reason for the low rating. Possibly a competitor!

No one company will ever have 100% happy customers because we all have different expectation levels and there is often room for improvement, but they seem very open to hearing feedback and taking into account with service improvements.

Fingers crossed as they grow, they don’t get too big for their boots.

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Faith it's a shame I have to take this review route just to get your attention. My last sentence above seems to be ringing true.

We spoke early in June about a technical matter you were unaware of and you were supposed to get back to me to follow up by way of your investigation findings, I did say "no major rush" but we are now mid-July. The investigation should be done and dusted by now but if not, you should have reached out to me by way of courtesy to update.

I emailed 30 June, 7 and 13 July and no one has responded to my emails - why?

I went on to your web chat 10 Jul - again chasing, Rio replied that you would get back to me on your return this Monday.

Yesterday I did the same and Rory told me you were investigating - he ignored my query as to why my emails have been ignored, still has not sent the web chat copy to my email as I told him to (but I took screen shots anyway) and was trying to get me to engage in discussing the matter with him when I have already done so with Frank and you.

I don't appreciate this taking my time up or the current decline of service.

Get back to me via my email asap - I'd prefer not to speak on a call so I have everything in writing.

Just as I am typing this I have received a renewal policy email and the price increase is steep - DO NOT automatically renew my cover as I want to check prices elsewhere first.

December 20, 2018
Unprompted review