Unable to contact or get reply when they sent out incorrect NCB details (sent before end of policy as such useless) as such my new insurer cant accept and they wont reissue or reply to requests..... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Just changed my car on my insurance policy with Peppercorn. Usually this would fill me of dread, on hold with insurance people for ever, sent to 5 different departments and then eventually get it sor... See more
Company replied
I had my concerns about using a fully online insurance company, but those were soon gone. It's very VERY easy to make simple changes to your policy, get quotes for new cars or add drivers - adding a d... See more
Company replied
Really good service from them at a competitive price last year. Sadly they weren't able to offer a renewal for me this year but they emailed me right at the start of April to let me know, so I had ple... See more
Company replied
Company details
About Peppercorn
Written by the company
Hi, we're Peppercorn! We’re an Insurtech startup on an exciting new journey. Forget queues. Skip the forms. We’re using cutting-edge conversational AI to change your whole car insurance experience.
With our super smart Peppercorn AI-powered Conversational Assistant, customers are in control. It’s intuitive, user-friendly and on-demand 24/7. It’s time to close the book on boring, long-winded forms and waiting on hold. The future is all about instant tailored conversations, more informed decisions and proactive help.
There’s nothing more convenient than a smart assistant in your pocket, responding in an instant. So, throw out what you know about chatbots and FAQs, our Peppercorn AI-based conversational platform is the next level.
We believe in being proactive and helping our customers. The market is full of reactive solutions that wait for customers to get in touch. We’re looking out for the customer and putting you at the heart of what we do instead.
Consideration of our environment is an important area for us. We’re sustainable, eco-conscious and fair at our core. And we have a clear strategy to make a positive social contribution focused on being a business for good - good for our customers, each other, and good to the planet.
Peppercorn are proud to be B-Corp certified. Come and try our Peppercorn Car Insurance Conversational Assistant.Contact info
1st Floor, Wellington House, W2 Offices, Wellington St, CF11 9BE, Cardiff, United Kingdom
- help@peppercorninsurance.com
- peppercorninsurance.com
Noticed peppercorn answer reviews on…
Noticed peppercorn answer reviews on here to make it look like they have helped the customer out, I replied to them still no solution, they took my partners car 7 weeks ago with an offer of over 7 grand, still not paid her or offered any solution. Basically robbed her car, I'd be arrested if I took someone's car without payment, that's called theft, lawyer and ombudsman is involved. This company is so corrupt, davies motors answer the phone and say they don't know why peppercorn is paying, peppercorn answer emails saying a French company called wakam or something like that is the 1 not paying them.
April 22, 2024
Unprompted review
Reply from Peppercorn
We completely understand your frustration, and we're deeply sorry for the inconvenience you've encountered.
It's crucial to emphasise that Wakam, our capacity provider, holds the responsibility for funding claim settlement, as outlined in your policy documentation. Despite our best efforts, the resolution remains out of our control. Nonetheless, we are actively engaging with Wakam to urge prompt action and achieve a resolution as swiftly as possible. Your patience and understanding during this process are greatly appreciated.
Advertisement
Absolute waste of time
Absolute waste of time. Wrote a car off (not my fault), called to let them know about the accident, asked about the courtesy car which I had on my policy to be told its “subject to availability”. So I pay for it but whether or not I get one - remains a lottery. And they never provided one. In fact the other party’s insurance (eSure) called and offered me a hire car paid for!!! They then offered a joke of a settlement amount for a car which I disputed and 2 weeks later they increased the value and raised the payment (22nd of March) and I was told money will be sent within 14 days. Well it is now 23rd of April and for the last 3 weeks all I have been told was “banking issues”. Let’s not be silly with banking issues for 3+ weeks. Basically avoid like plague, they will take your money in a blink of an eye - but try and get a service you pay for out of them - your chances are slim to none. AVOID!
March 2, 2024
Unprompted review
Reply from Peppercorn
Thank you for sharing your feedback Ignas.
The standard Courtesy Car cover included in your policy provides assistance if your car is repairable, and is subject to availability. You can find this information in your policy documents, which are provided to you prior to purchasing your policy. You didn't opt for the Hire Car add-on, which would have covered you in the event of a total loss.
Regarding the accident being non-fault, if the other party accepts liability, they should be responsible for providing you with a hire car if it's included in their policy.
I will address your payment enquiry with our claims manager and send you an update via email. If you haven't already, please also reach out to us at help@peppercorninsurance.com. Thank you.
Baffled by letter
Just received a letter from them saying they cant renew my policy next month due to the increases in insurance, i’m baffled to why they couldn't still offer the quote with increase nevertheless, this type of letter makes you feel like they don't wanna insure you.
April 16, 2024
Unprompted review
Reply from Peppercorn
Thank you for your review.
We cannot renew your policy this year due to industry-wide insurance rate increases and changes in our underwriting criteria. These changes have affected our ability to accommodate certain policy details, including yours. This decision doesn't reflect your insurability, and you're free to seek coverage elsewhere without declaring it as a refusal. It's a result of broader market trends impacting everyone's premiums.
Answered all my questions
April 19, 2024
Unprompted review
Reply from Peppercorn
Thank you for your 5-star review of Peppercorn 🌟
I went with them as it was the cheapest…
UPDATE. WHAT IS WORSE THEY HAVE QUESTIONED THE VALIDITY OF MY REVIEW WITHIS SITE AND WILL REMOVE IT WITHIN FUVE DAYS IF I DONT SEND PROOF. I went with them as it was the cheapest in a world of increases. The AI chat was OK but a webform that you can fill in as with other sites is easier, as it is basically the same thing but looking through a peashooter. When I made a glass claim it was difficult, protracted and the fitting company were an awful backstreet company that was a story in itself. Upon renewing, they declined but again, getting the details that would all normally be displayed on a webpages account dashboard need to be coaxed out, I use the viewing through a peashooter anomaly again. I also remember this is the first time driving in France for a few days was an issue and needed special permission and details of trip and dates. Would not use again.
June 1, 2023
Unprompted review
Reply from Peppercorn
Thank you, Richard, for sharing your thoughts. I've asked for your details because locating your policy with just your first name is proving difficult.
I'm sorry to hear about your windscreen claim experience. This is not typical among our policyholders, and I'll address it once I receive your details.
Regarding your renewal declination, our Underwriting Footprint has changed since last year, which means some policyholders may not receive a renewal quote. However, this won't affect you in the future.
Your policy documents are emailed to you upon purchase for easy access. Our Conversational Assistant is continually improving, and we'll consider your feedback. Most people prefer straightforward answers in plain English and we try to ensure relevance in our responses. You can always refer to your policy documents for more detailed information.
Regarding taking your car abroad, "special permission" wasn't required as per your policy. We ask that you kindly confirm the countries and dates of travel so we can ensure Comprehensive coverage. If the details align with the policy wording, there's no situation where coverage would be refused.
We've asked for your information but haven't suggested it's invalid to Trustpilot so your review won't be taken down. Whether you choose to comply with our request is entirely your decision.
Advertisement
Great experience effortless changes made
April 19, 2024
Unprompted review
Reply from Peppercorn
We always hope to deliver 5-star experiences to our policyholders so it's lovely to read your feedback! Thank you 🌟
The only reason i have put one star is…
The only reason i have put one star is because theres isnt an option for no stars. If there was, that would have been the rating peppercorn would have got! I have been waiting over 3 weeks for my settlement payment to be paid to me and i keep getting told there is a banking issue at their end and thats all they can tell me. Disgusting behaviour, i cant even get to speak to a manager. They have taken my car which has been written off on 20th March and still no payment. I was told they had up until 17th April to pay me the money owed and still no sign of it. Every time you try call to speak to someone its nearly and hour to get through. Customer service is an absolute joke.
April 18, 2024
Unprompted review
Reply from Peppercorn
I appreciate your feedback Danielle.
If you haven't already can you email us the details of your claim to help@peppercorninsurance.com so we can investigate this please.
Claims are handled by our partner, Davies Group, and their lines have been busier than usual recently so the wait time is slightly longer than we want. We are actively working with them to resolve this for our policyholders.
Reply from Peppercorn
Thank you for your 5-star review of Peppercorn 🌟
The Customer Experience Specialist you spoke with was happy to assist you and is pleased to hear your feedback! Thank you 😊
I really like it faster then rest of…
I really like it faster then rest of insurance company
April 17, 2024
Unprompted review
Reply from Peppercorn
Thank you for your 5-star review of Peppercorn 🌟
We appreciate your feedback!
Advertisement
Utterly poor service
Utterly poor service. I've been waiting for the claim to be settled for over a month now, and all I keep getting told is there are banking issues there end... even when the payment had apparently been made. Disgusting service.
Update 23/4/24
This is not being shown when there are plenty of other users getting told the same as me.....
Peppercorn respond to everything on line, but not to the people who have been effected, saying its not them. When it is..
April 17, 2024
Unprompted review
Reply from Peppercorn
Thank you for your feedback Steven.
Our partner, Davies Group, manages claims, but it's crucial for us to address your concerns directly therefore an email has been sent you regarding this matter and we will investigate it to reach a fair resolution. Your confirmation of the requested information would greatly assist us in understanding the complete situation.
just bad, really bad....
impossible to speak to a real person, the AI bot is decent, but trying to speak past it to an agent is impossible, been trying for last two hours. No doubt get some bog standard "higher than usual volume of calls" type answer.
Update: i cancelled the policy, i wanted to change car, for car with less value and which i had cheaper quotes from comparison website, but they wanted to charge me £20 admin fee (which is fine) but also another £45 pound increase, which made no sense, they would not budge, so i cancelled the policy, invoking a £60 cancelation fee, which i was happy to take if they show no loyalty to existing customers.
April 17, 2024
Unprompted review
Reply from Peppercorn
Thanks for providing your feedback, Andrew.
I want to highlight that you did have a conversation with one of our Customer Experience Specialists who assisted you with your enquiry.
Despite wait times being consistently under 2 minutes today, upon reviewing your chat, we noticed you had difficulties connecting so we've escalated this issue to our Engineering Team for further investigation.
We strive to provide the best possible prices upfront to all customers, leaving no room for discounts or negotiations. We believe this approach is fair, ensuring every customer receives favourable pricing regardless of whether they request it or not.
We make sure to clearly outline all fees before you purchase the policy, and you'll have agreed to them beforehand. Our cancellation fee is designed to only partially cover the irrecoverable costs we incur while creating and managing your policy; it's not intended to generate a profit.
The Bot is responsive to most questions…
The Bot is responsive to most questions and actually get you your answer to questions quicker than a human would
April 16, 2024
Unprompted review
Reply from Peppercorn
Thank you for your 5-star review of Peppercorn 🌟
Our Conversational Assistant is already very advanced and it's being improved on a regular basis so it'll be able to answer all your questions very soon!
If there's anything else you need, please email us on help@peppercorninsurance.com and we'll be happy to help 😊
Excellent service
Excellent service.
Amended details, online. Very fast.
April 15, 2024
Unprompted review
Reply from Peppercorn
Thank you for your 5-star review of Peppercorn 🌟
We're pleased to know that you've had an excellent experience updating your policy with us, we appreciate your support Lili!
Advertisement
Reply from Peppercorn
Thank you for your 5-star review of Peppercorn 🌟
Easy and straight forward I’d prefer…
Easy and straight forward I’d prefer real people but chat not did just fine
April 11, 2024
Unprompted review
Reply from Peppercorn
Thank you for your positive review Ash 🌟
Our Customer Experience Team is available through Live Chat, WhatsApp and Email for when our Conversational Assistant can't help you. It is being developed on regular basis but there may be times it trips up so you can connect with a real person if needed.
Our email address is help@peppercorninsurance.com, please let us know if you need assistance with something. 😊
Car insurance
Quick and easy service, no waiting around would recommend highly using this company
April 7, 2024
Unprompted review
Reply from Peppercorn
Thank you for your 5-star review of Peppercorn 🌟
We appreciate your recommendation!
I will never renew with Peppercorn
I will never renew with Peppercorn. Worth playing more to other providers.
March 16, 2024
Unprompted review
Reply from Peppercorn
Thank you for sharing your thoughts Indika.
I'm sorry you feel this way. If you would like to discuss something please email us on help@peppercorninsurance.com or contact us on live chat through www.peppercorninsurance.com.
Advertisement
Unfortunately all I have had is apologies
The communication via phone & email is absolutely diabolical.
Making a non fault claim, the other party has accepted liability- 11 weeks & im still waiting, great to have a curtosy car & my excess waived (although this is expected upon paying insurance) you would think this would be incredibly straightforward, unfortunately
The lack of communication from peppercorn between myself, the repair garage & the hire company has been nothing but stressful.
I am so disappointed I chose this company.
I am still waiting for a manger to call me 12 days prior.
January 2024 - April 2024
April 2, 2024
Unprompted review
Reply from Peppercorn
We appreciate your review.
We've sent you an email asking for additional information and have reached out to our Claims Team on your behalf. It's crucial to note that the process of settling claims can often span several weeks, if not months or even years, particularly if they involve complexities beyond what may initially appear.
Moreover, if there hasn't been any update from our claims team, this could explain why you haven't received contact yet. Feel free to reach out to our Claims Team directly for an update as well.
Thank you.
Diabolical Service
Polite staff hence why they get a one, but they never get back to you and the service is absolutely diabolical. Still nothing after sending emails and multiple phones calls. Actually considering cancelling and using another company.
UPDATE: they mailed me asking for more info which I provided. And they still have not got back to me, or returned my original mails they would rather put you on hold for hours avoid this insurance company if you can.
April 2, 2024
Unprompted review
Reply from Peppercorn
Thank you for taking the time to leave your review Ndidi.
We have emailed you requesting further details about your enquiry. Customer feedback is extremely important to us so please rest assured that we'll investigate your concerns with urgency.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.