Acorn Insurance Ltd

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Reviews

1. Vanya Dineva ★★☆☆☆

   Taxi Insurance renewal chaos, one standout agent I had a very stressful experience renewing my taxi insurance policy with Acorn on a Monday morning. I made my payment around 45 minutes before the policy expiry time, but the system initially refused it. I paid again and the funds showed as pending, with the policy also showing as pending — leaving me with no clear confirmation of cover at a time when I was already in my vehicle trying to get to work. What made it worse was the customer service. I spoke with multiple agents and most were unable to provide clear guidance or take ownership of the issue. I also requested escalation to someone with higher access/seniority due to the urgency, but this was refused. My interaction with Lucy Thornton (manager) was particularly disappointing — she came across as dismissive and unwilling to properly double-check options or explore what could be done to resolve the situation. That said, Adryanna from renewal department was excellent. She was the only person who correctly spotted the payment and gave me clear reassurance that the policy renewal was going through. Calm, professional, and genuinely helpful — she’s the reason this review isn’t 1 star. Acorn seriously needs to improve the taxi insurance renewal process and escalation support, especially for time-critical situations where drivers need immediate confirmation of cover.

   1 month ago
2. Liam Smith ★★★★★

   Did a review for Granite, will do one with Acorn as both companies were involved in sorting out my late payment. Review is copied from Granite as below (Granite sort out the finance agreement, Acorn Credit Control seem to handle the actual money side- I think they're the same parent company): Can't fault Granite or Acorn. Had a really bad long term illness that signed me off work for several months, no company sick pay. Asked Granite to pay my insurance a bit later, they were really supportive, checked the dates were affordable and genuinely tried to help manipulate the payment dates so I could stagger the money out since it's obviously impossible to make one payment late and not end up in a situation where I have to double dip twice in a month. They changed my follow-up payment date then transferred me to Credit Control (which I now know - is Acorn's number) - gave me more than the extension asked for, I have a really well paying job but it's also an expensive job (lots of driving where I'm paid back miles at the end of the month in the construction industry as a Manager) and I was just struggling with those upfront petrol costs. I called them up, paid them back on time after my first salary came in and I thanked them and the Acorn team for all their help. "Thank you your team were really helpful on this". Don't ignore your bills, make the call. I've never had a situation where a company won't work with me to get me back on track. Yes you will be on hold for ages for credit control, I gave up after 15 minutes and pressed the button where they call you back later when it's your turn and this was another 20mins later; but offering this as well is a bonus. Worth mentioning my Dad was with Acorn before I was (I moved from Doddle after my insurance renewal skyrocketed) and he was also always treated well... given let's just say he wasn't their ideal client in terms of accidents and totting up points lol. Speaking of points, I got 6 of them in one go for doing something dumb (82 in a 40) and they didn't take the piss with my insurance increase. In fact I'm paying around the same I was before the points (however that basically nullified any reduction from what was my 7th year of NCB)

   almost 3 months ago
3. David Stevens ★☆☆☆☆

   Dear [Insurance Company Name] Customer Service, I am writing to formally raise a complaint regarding the handling of my recent claim (Reference Number: [insert claim number]). I was involved in a non-fault accident involving another driver and have provided a full explanation of the incident. Despite this, I have received repeated phone calls asking me the same questions I have already answered multiple times. It appears that no one is referring to the notes on my file, which is both inefficient and frustrating. I was also promised a courtesy vehicle over two weeks ago, which I have yet to receive. I have called your office multiple times to follow up, but each time I have been cut off by the automated system or left waiting without resolution. On the rare occasions I did manage to get through, I was assured someone would call me back—but I have not received any follow-up. At this point, I have been promised a call back at least four times with no result. I have also not received any update on when my vehicle will be repaired. This level of service is unacceptable. I feel completely ignored and unsupported throughout this process. I would like the following issues to be addressed urgently: 1. Immediate update on the status of my courtesy vehicle 2. Clear timeline for when my vehicle will be repaired 3. Confirmation that my statements and evidence regarding the accident are on file and acknowledged 4. Explanation for the repeated communication failures If I do not receive a satisfactory response within 5 working days, I will escalate this complaint to the Financial Ombudsman Service. I expect better from a professional insurance provider. Yours sincerely, [Your Full Name] [Policy Number] [Claim Number] [Phone Number] [Email Address]

   almost 4 months ago

1. JOEL S P M ★☆☆☆☆

   I joined Acorn a couple of years ago to get delivery insurance so I could work for Uber Eats and support my family. Everything seemed fine at first, but as soon as I uploaded Acorn’s insurance certificate to Uber Eats, my account was blocked immediately. Uber claimed the document was false – and despite all my efforts, I couldn’t get the account reinstated. The impact was huge. I lost a source of income. I can’t even join Uber Eats or Uber Drive again because of this black mark on my record – all thanks to the insurance Acorn provided. When I complained to Acorn, their response was: “There’s nothing wrong with the certificate, and there’s nothing we can do.” That’s it. No help, no support – just a complete lack of accountability while I was left to suffer the consequences. If you're thinking about using Acorn, especially for delivery work like Uber Eats, don’t. It’s not worth the risk. One wrong step with the wrong insurer can ruin everything. It did for me. If I could tear this star I have given I would.......

   almost 4 months ago
2. Nermin Ocal ★☆☆☆☆

   I am absolutely disgraced by how Acorn Insurance LTD handled my call, when I tried to report the death of my uncle who passed away recently. I was told that because I was not in his will or next of kin I could not cancel his policy despite providing the death certificate and also being the only relative that can deal with letting everyone know in the UK. Which is absolutely rubbish as when I contacted all other important GOVERNMANT authorities and other utilities they were helpful and very sympathetic apart Acorn Insurance. The lady on the phone refused to pass my complaint onto her Manager. I do not recommend this company at all they may be cheap but its not worth the hassle, as when it comes to resolving problems they have no care apart from taking your Money and are useless! My uncle always used to complain about them when he was alive!

   almost 4 months ago
3. Mihai Cioata ★☆☆☆☆

   Let me expose this money making system that earn 100% pure profit without having to offer any service in return. I have purchased a van insurance policy from Acorn who is the brokerage firm that works with Heaven Insurance. They have requested supporting documentation to be provided within 7 days from the date the letter was issued. The letter was issued on a Thursday and received by me on following Monday, they also count Saturday and Sunday when they state within 7 days. I have provided all the documents requested within the timeframe at the e-mail address provided in their letter anyway, thinking that it all has been taken care of, but, to find out to my surprise that when the 7 day notice expired they just cancelled my policy. I have contacted their customer service which by the way is there just to make sure you would not be able to get to speak to anyone higher in that company, and I have been told that they haven’t received the documentation requested. When I have sent them proof that I did, the response back was that they have received my e-mail, but only part of the documents were received. When I have also provided evidence that all the documents have been attached within the same email, they have admitted that they have received it, but the policy has been cancelled and there’s nothing they can do. They have refunded part of the money, making a deduction of £200 without giving an explanation of what that sum represents. The policy was cancelled for no reason, no explanation given for deducting £200, which makes me think that this way is easier to make money rather then actually having to offer insurance coverage and deal with a lot of claims. People, please be aware that they are fishing on all Search engine platforms that are most commonly used and they are giving the best price in order to make easy money, don’t fall for this SCAM.

   almost 2 years ago

1. Nicola Adams ★☆☆☆☆

   When I received all of my documentation there was no mention of cancellation of policy fees. Only information pertaining to cancellation before 14 days. Having been a loyal customer for 4 years I wanted to change vehicles and they would only do this if I agreed to pay an additional £400 onto an already high premium of £80 per month. I declined and looked elsewhere, finding a company who would offer more for only £40 per month I informed them I was cancelling the policy and I was told that not only would I have to pay a £100 cancellation fee but an additional £210 as my policy only started in October 2022. I think that they do not have any consideration for loyalty and by rights this information should be made public before the insurance is agreed terrible service. Will never use them again. Daylight robbery!!

   almost 3 years ago
2. Jessica Bassnett ★☆☆☆☆

   DO NOT USE. RUDE, MONEY GRABBING and the reviews say it all. My partner took out insurance with them and they cancelled without warning (even after taking the first monthly payment as well as a £75 admin fee!). When he called them to sort out his insurance and to confirm they were rude, spiteful and then we had a cancellation email 2 days after Christmas with no warning. Read reviews before you go with them. I’m disgusted.

   almost 3 years ago
3. Trevor Lee ★☆☆☆☆

   Absolutely Awful Company, took out a policy for my son. the company fitting the black box failed to show up when planned, eventually the black box was fitted and 1 month later they wanted more money as my son had gone over a quota of mileage which was never confirmed to me, called 3 times and promised a call back (3 calls later I was never called). This company are absolute charlatans and my advice is never use them. They may provide a cheaper quote however you will end up massively regretting working with them. Genuinely they are the worst company I have ever used and if I could give them a minus rating I would. PLEASE AVOID AT ALL COSTS !!!!!

   almost 3 years ago

1. Courtney Green ★★★★☆

   Overall the customer service I received was great. Such a lovely man I spoke to who listened to everything I was saying. Quite expensive if I'm honest but cheaper than a few I'd been quoted. I was insured within about 20 minutes,before the call even ended. I would have gave 5star but based on the price I gave a 4. That's purely for the customer service I received.

   almost 3 years ago

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