Principal Insurance Reviews 

Cancelled a policy that had not yet commenced. They charged £55 to cancel. I was told the refund will take 3/5 days . 3 weeks later No refund. Trying to contact this company is terrible. I sent 5 emails with NO response. Called them and waited 40 minutes to be answered. Refund had not been processed!! Now am being told I have to wait 60 days in an email that is generic. Customer service is total RUBBISH. Holding customers money is UNACCEPTABLE. AVOID AVOID AVOID THIS COMPANY.

Avoid this awful company. I called in as I couldn't log in on website and it took over an hour and 10 mins to speak to anyone. Based on this I then decided to cancel the policy as it was within the 14 days cooling off period. The advisor made it incredibly difficult and said I would be charged a £55 broker fee even though this directly contradicts the distance selling regulations.

Very easy to set up and good price, great communication and staff helpful if you need to discuss something.
Very happy with the service, recommended

Principal were really good. Easy to understand and explained everything so that I understood. It was so simple to set up a multi bike policy for my moped and motorcycle. I would recommend

I recently took out a new policy on a camper van but had an issue validating my ID as I don't have a photocard driving license, which is one of the 3 required forms of proof. Today I contacted customer services, I did have a VERY long wait on hold of approximately 32 minutes (busy Monday morning) before speaking to an actual person, but once connected, my problem was very quickly and professionally resolved. Grateful to have had the option to speak to a real person here in the UK rather than a chat bot or far eastern call centre. Hopefully I shall have no further need to contact customer services though the duration of the policy. The price for the policy was extremely competitive.

This company is nuts! Compare the Market pointed me towards them for my insurance.

I listened for 34 minutes to recorded messages telling me "the team will be right with you" ; "speak to our agents"; Time is money"; you deserve excellent service.

While waiting, I checked them on Chatgpt. Reviews regarding administration, or answering the phone are dreadful.

I wanted to buy a policy. At 38 minutes, I'm hanging up.

DO NOT TRUST THIS COMPANY !

Absolutely disgraceful customer service. I took out a policy with these off a comparison website. I looked at the excesses and other stuff, ensured all of my details were correct and paid in full. When I received the documents, there were loads of errors. I called customer service and after 30 minutes I get through. The person sounded extremely disinterested and very abrupt. After going backwards and forwards for ages we finally got some sense from them. Or so I thought! Or receiving the amended documents, there were even more errors that were actually correct on the first edition! How these changed as we didn’t even discuss them! Onto the following day and another 25 minutes waiting I get a different person but again, extremely abrupt and very dismissive. After getting absolutely no sense what so ever from them I asked to speak to a manager. I was put on hold then after a while they came back on and said they were all in a meeting! I asked for a callback but she said she has no idea when they would be free! I asked if they could contact me tomorrow(Saturday) to be told none of them work at a weekend. Following this I said I would like to cancel the policy which doesn’t even start for another two weeks to be told they will charge me £55. The policy only costs £125 in the first place. Nowhere when I took the policy out did it say that would be the case! Absolutely ridiculous. I will NEVER use these people again. They say they are all for the customer but all for taking your money without providing a service. Save your money and go elsewhere for insurance.

On top of what is already a farce they are now saying it can take up to 60 days to get my refund for a policy which hasn’t even started. This was the email I received:

Good Afternoon,

Refunds can take up to 60 days this is a worst case scenario. Once received back from the insurer it will take 3-5 working days for the bank to process the money into your account.

If we can assist you any further, please do not hesitate to contact us using our chat function.

What an absolute joke! DO NOT USE THIS
COMPANY!!! RIP OFF MERCHANTS.

Just purchased car insurance of these then basically asked for loads of info that I have gave them and when I spoke to them on the phone they basically said my policy may be cancelled and I was like why they said it don’t match what you put in, so I said fine I want my deposit back they said there is a £55 cancellation fee and I said for what policy don’t start until 21/05/2026 and they said that is what it costs now they won’t answer my calls and locked me out of my account people please Steer clear of this micky mouse company I have now raised complaint with compare the market and fca absolute joke of a company

Helpful friendly and knowledgeable staff, competitive
quotes excellent communication, Manchester based
easy to deal with.

Easy and smooth.

I took a policy online costing £106.53 but after paying I received a request for a load of documentation, some of which wasn't possible to obtain, WITHIN 14 DAYS or the policy would be cancelled..
They wanted photos of front and rear of driving licence.
DVLA code to check licence.
Copy of a utility bill (within 3 months of issue date)
But here's the biggest issue - They wanted, as proof of NCD, a PDF copy of the NCD from the Insurance company, not just the broker BUT it had to be dated after the existing policy had ended, which wasn't until after the 14 day window for the policy being cancelled.
When I rang to cancel, within the 14 day "cooling off" period, expecting a full refund, I was advised that there is a £55 charge! more than 50% of the policy cost!
I asked to raise a complaint and I was advised that I would get an email to confirm the complaint then a call from a Manager within 3 days.
I then received and email stating:
"You recently brought an issue to our attention that would be defined as a complaint, however, we
are confident that this has now been resolved.
If you feel this matter has not been resolved to your satisfaction, please contact us in order for us to
treat this issue formally. "
No - The issue is NOT resolved!
Emailed them but they haven't responded to me previous email yet!!

Absolutely terrible asked for loads of information which no other insurer has ever asked for was totally rude and unhelpful cancelled policy immediately do not deal with this company a load of rubbish

Called Principal Insurance three times; calls dropped 3 times after waiting an hour. 1st agent couldn't help with change of bike, transferred me. Second agent couldn't help becuase its a different department who deals with changing bikes. Last person very confusing conversation, then kept talking about renewal is £7 pounds more and couldnt give me clear price for change of bike. I simply wanted to update my bike details on my policy. They fixated on renewal quotes instead of change of bikes. Confusing, frustrating, and deeply disappointing service. Expected far better.

Very easy to use web site, came back with a significantly cheaper quote but still had all the benefits, highly recommended

I telephoned to find out what breakdown cover was included in my motorhome policy and the customer service operator, Taher, answered my questions efficiently and sent me updated documents immediately via email.

The application for insurance was simple and smooth. The value presented was exceptional. I had searched many comparison sites and was faced with ridiculous quotes, one was even 4 times the value of the bike for a years cover! However Principal were pragmatic and exceedingly reasonable in my quote and grabbed the opportunity while it existed!

Very helpful

Never had an issue with them used them 2 times now. Good prices and good customer service the 2 times I have had to phone. I think peoples main issue seems to be they need to pass documents to them. Which isn't hard its an online portal/ email you just need your licence as a picture, DVLA code, proof of no claims and something with your name and address on it. It says within 14 days but if you phone up and its something like your new policy wont start in 14 days so you don't have the actual document they will happily wait its not a big issue its not an automatic policy scrapped kinda thing. I don't get peoples issue with this process( unless they lie to get it cheaper then realise oh no I need to prove stuff) as I always had to prove my no claims to insurance company's since what stops you claiming 10 years otherwise ? They are a broker though so that's why you get high fees for cancellation and it takes forever for refunds so worth weighting if its worth it to you. When I sold my bike last year it took me about 3 weeks for a refund. To me it is worth it since all that information in theory should help claims go through since you were upfront gave all the information there is less wiggle room for denying a claim though paperwork reasons if you ask me could be wrong though never had to claim!

Took out a policy and needed to cancel immediately as part of the policy did not match my requirements when they sent through the full policy documents.

Despite the policy only just being taken out took a £55 service charge to cancel.

Strongly don't recommend

Very poor customer service – no response for over a month

I have been trying to contact this company for over a month regarding my no-claims bonus, and I have received absolutely no response.

I have been calling daily and sending multiple emails, but no one has replied or taken responsibility. This is extremely frustrating and unprofessional.

I already have written confirmation from them stating that I am eligible for an 8-year no-claims bonus, but I am unable to obtain the official proof because they are simply not responding.

This has now put me in a difficult situation, as I have already taken out insurance with another company.

Very disappointing experience—would not recommend.