Trustpilot

ALA Insurance rates: Excellent 9.1 for claims based on 141 reviews

At ALA we pride ourselves on our award-winning customer service. This is especially important to our customers, and to us, should they need to make a claim.

We have many regular customers who return to us over the years, some who have made a claim, and a lot of our custom comes from recommendations to friends and family members. As a trusted provider of GAP insurance, and other motor related insurance products, customer feedback is very important to us, as it helps us to continuously monitor and improve our services and procedures.

All of the reviews provided below are submitted through Trustpilot, an independent online review service where every review is verified.

How to make a claim

For frequently asked questions regarding the claims process please click here

Rest assured that when making a claim, you are in safe hands...

  • In 2016, we paid 100% of all claims submitted by our customers
  • Our highest claim paid to date was for £37,867.52
  • Total value of claims paid out by ALA Insurance in 2017 alone was £2,202,041.41

Verified Customer Claims Reviews

Back to Invoice Plus GAP

Verified Claim Review
Published 7 March 2019

Perfect

Have two vehicles with them.
Unfortunately one caught fire. Paid out very quickly and their staff (Don) she is very helpful
Overall their customer service is perfect
Definitely recommend it

Alex Aree, N/A, GB

Vehicle Replacement Plus GAP

Verified Claim Review
Published 12 February 2019

ALA were simple to deal with

ALA were simple to deal with, being happy to correspond by email.

Marty Mellis-Fox, N/A, GB

Back to Invoice Plus GAP

Verified Claim Review
Published 7 February 2019

Very efficient & accessible

Paid very quickly by me allowing GAP insurer to liaise with my own underwriter to finalise who was paying what
This was very quick & l was paid my GAP money quickly
Thank you

Russell, N/A, GB

Vehicle Replacement Plus GAP

Verified Claim Review
Published 7 February 2019

Way way too slow

Way way too slow. I had to play piggy in the middle with both insurance companies to try and get claim sorted, making call after call and issuing emails. Your office closes at 5pm, so any requests and queries I had to deal between both companies were done during my short lunch breaks at work. Everything comes down to a 3 day service level timeframe to respond even to the smallest of queries and updates requests, which dragged the matter out longer than what was necessary. Overall it took weeks to resolve whilst I was without a car. Both insurance companies failed to talk to each other. Call back requests by claim handler was ignored. I wasnt impressed. Friendly staff but level of service needs improving.

Mark , N/A, GB


Published 13 February 2019

Reply from ALA Insurance

Dear Mark

Thank you taking the time to leave feedback about your experience when making a claim.

We have tried to contact you to discuss this further but to no avail.We are sorry to hear that your claim was delayed. During busy times it may take longer to respond to emails, which was unfortunately the case over the Christmas period.Unfortunately there was no delegated authority in place so the insurance companies could not communicate directly however, we have highlighted to the Claim Administrators that their failure to return your call is unacceptable and they will use this, and your other feedback, to review and improve their services.

If we can be of any further assistance, please do not hesitate to contact me or the ALA team on 01653 916304.

Kind regards,

Jason

Back to Invoice Plus GAP

Verified Claim Review
Published 6 February 2019

Excellent!

Excellent service. Following an accident caused by a third party, dealing with ALA was, by far, the easiest part of the whole claim pricesa.
Staff were professional, supportive and came across as caring, which is most appreciated after a traumatic event.
Thank you ALA, I will definitely be recommending you and using your services again ⭐️ ⭐️ ⭐️ ⭐️ ⭐️

Stuart Wheeler, N/A, GB

Back to Invoice Plus GAP

Verified Claim Review
Published 6 February 2019

Great price and settled claim in just…

Great price and settled claim in just over 2 weeks. The claims handler I spoke to was unsure about the policy cover when I was offered replacement car by my insurers and had to check. But otherwise very efficient. So worth the money I had paid!

Gill Davies, N/A, GB

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Verified Claim Review
Published 5 February 2019

Claiming on my gap insurance was so easy

Claiming on my gap insurance was so much easier than i imagined. After I was told my car was a write off I got in touch with ALA and they took it from there. I received the shortfall payment between my motor insurance market value and the original invoice just 2 days after I received payment from my motor insurers.
So glad I took out the policy... never expected that I would need to claim... but a rutting stag made it all happen!! Never know what the future holds.

K Edmonds, N/A, GB

Back to Invoice Plus GAP

Verified Claim Review
Published 5 February 2019

Very helpful and efficient processing…

Very helpful and efficient processing the claim and answered any queries I had.

Alice, N/A, GB

Back to Invoice Plus GAP

Verified Claim Review
Published 2 February 2019

So easy to set up online

So easy to set up online. I had a previous gap insurance through ALA which I had to claim on and they were courteous., understanding, helpful and efficient in processing my claim quickly. So new car new gap policy... never know what life throws at you... in my previous case it was a stag!

K Edmonds, N/A, GB

Back to Invoice Plus GAP

Verified Claim Review
Published 1 February 2019

Everything you want from a gap insurance company

Absoloutly amazing service quick professional and extremely helpful. Will be taking up a new policy with them again.

Holly Diamond, N/A, GB

ALA GAP Insurance is recommended and awarded by