ALA Insurance: most-reported complaints
Automated analysis of 460 public Trustpilot reviews published 2024-02-16 to 2026-09-10. TrustScore 4.9 from 22,908 total reviews — see the Trustpilot page. Quick answer: is ALA Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report warranty disputes, which account for 44% of the 64 complaints identified in 460 reviews. Support issues are also common, with 17% of complaints citing unreachable support and 16% describing support as unhelpful. The trend for warranty disputes is rising, while reports of support being unreachable or unhelpful are falling. Other complaints make up the remaining 14% of issues.
How to reach ALA Insurance
These are the contact details ALA Insurance publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 01653916304, email [email protected], address Unit 3, Park Farm Courtyard, Easthorpe, Malton, YO17 6QX, GB.
The company claimed its Trustpilot profile on 2016-01-13, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-09. Trustpilot ranks it 2 of 138 in Insurance Company. We last checked this profile on 2026-09-23 and found 29 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 7 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 31/01 Win Race Driving Experience Day with ALA GAP Insurance”, “ALA gap insurance,discount code needed please.”, “Buying GAP from ALA Gap Insurance”.
Elsewhere: 4.4★ on Google (64 reviews)
TrustScore over time
4.9 → 4.9 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (91%, 1.2d) · 2026-08-15 (91%, 1.2d) · 2026-08-18 (91%, 1.2d) · 2026-08-21 (91%, 1.2d) · 2026-08-24 (91%, 1.2d) · 2026-08-27 (91%, 1.2d) · 2026-09-01 (90%, 0.5d) · 2026-09-04 (90%, 0.5d) · 2026-09-07 (90%, 0.5d) · 2026-09-11 (90%, 0.5d) · 2026-09-14 (90%, 0.5d) · 2026-09-17 (90%, 0.5d) · 2026-09-20 (90%, 0.5d) · 2026-09-23 (90%, 0.5d).
Severity: 36% of this company’s 64 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.6 days between the experience and publishing their negative review (105 reviews record both dates).
What their policy promises
refund window: 30 days
“All GAP insurance policies at ALA offer a cooling-off period of 30 days”
refund window: 30 days
“Cancellation within 30 days of the policy start date will result in a full GAP insurance refund”
cancellation method: at any time
“You can cancel your GAP insurance policy at any time.”
cancellation method: no reason required
“You do not need a reason for cancelling.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 188 negative reviews that received a public reply, the median wait was 1 days — the company profile reports an average of under a day.
Reply quality: of 188 company replies to negative reviews analysed, 66% engaged with the specific problem and 20% were generic templates.
8% of its 449 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: warranty disputes makes up 44% of this company’s complaints vs a 17% median across 55 ranked companies in its sector.
Review velocity: 2,142 of this company’s 22,908 Trustpilot reviews (9%) were written in the last 12 months.
What are the most common complaints about ALA Insurance?
Warranty disputes
28 reports · 44% of complaintsrising since 2025-10“Spectrum has really long waiting times, very often rude and not very helpful.”
The company replied on 2025-01-23: “Hi Kiki Sianou, Thank you for taking the time to leave us a review of your warranty policy it is very much appreciated. We will reach out to you for more information so that we can investigate this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“ALA is refusing to pay, hiding behind vague excuses about the "timescale" of the policy despite the cover being active”
The company replied on 2026-07-20: “Thank you for your review. We are sorry to hear that you have been unhappy with your experience and appreciate you taking the time to share your feedback. We believe we have located your policy and…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they have said they are not liable to cover this fault under the warranty”
The company replied on 2025-07-18: “Dear HHS Group, Thank you for taking the time to share your experience. We're genuinely sorry to hear that you're disappointed and we appreciate you raising these concerns. We will now fully…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Support unreachable
11 reports · 17% of complaintsfalling“The claims department and customer service have just stopped answering the phone.”
The company replied on 2024-06-25: “Dear Scott Sanderson, Many thanks for bringing the issues you have faced whilst trying to make a claim to our attention. We will investigate this and come back to you as soon as possible. If I can…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“you can only leave a message with them, they return calls when it suits them”
The company replied on 2024-07-04: “Dear Steve Crowson, Many thanks for bringing the issues you have faced whilst trying to make a claim to our attention. We will investigate this and come back to you as soon as possible. If I can…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“No one to talk to”
The company replied on 2026-06-01: “Dear Wayne Thompson, Thank you for taking the time to leave feedback. So we can understand what has happened, we will call you to discuss further. If you have any further queries, please get back in…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unhelpful
10 reports · 16% of complaintsfalling“Spectrum has really long waiting times, very often rude and not very helpful.”
The company replied on 2025-01-23: “Hi Kiki Sianou, Thank you for taking the time to leave us a review of your warranty policy it is very much appreciated. We will reach out to you for more information so that we can investigate this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“the claim process I was given the pass around from garage to garage over the period of 2 months to be misled constantly”
The company replied on 2025-05-01: “Hi Adam Smith, Thank you for leaving a review and bringing to our attention some issues you have had whilst trying to make a claim on your policy. Now that we have received the requested information…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“The claims department and customer service have just stopped answering the phone.”
The company replied on 2024-06-25: “Dear Scott Sanderson, Many thanks for bringing the issues you have faced whilst trying to make a claim to our attention. We will investigate this and come back to you as soon as possible. If I can…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Other
9 reports · 14% of complaintssteady“companies who provide insurance ask for reviews as you hav retaken out the policy.”
The company replied on 2024-02-16: “Dear Lauragh Will, Thank you very much for taking the time to leave us feedback it is very much appreciated. At the point of purchasing a policy we only request feedback on the purchase experience so…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“ALA GAP seems over priced.”
The company replied on 2026-01-28: “Hi Ian M, Thank you for taking the time to leave your feedback. We’re sorry to hear that you feel this way about the pricing. GAP insurance can be structured differently depending on where and how…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“very rude staff”
The company replied on 2026-07-20: “Dear Mr Thompson, Thank you for taking the time to leave your feedback. We're sorry to hear about your experience with the ALA team; this doesn't reflect the level of service we strive to provide.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Misleading pricing
8 reports · 12% of complaintssteady“they have said they are not liable to cover this fault under the warranty”
The company replied on 2025-07-18: “Dear HHS Group, Thank you for taking the time to share your experience. We're genuinely sorry to hear that you're disappointed and we appreciate you raising these concerns. We will now fully…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“The 10% discount is a con, my 10% ALATENOFF code equated to 48pence.”
The company replied on 2024-03-08: “Dear Richard Mann, Thank you for leaving a review and highlighting an issue you had when buying a policy. I believe it may have been related to a saved quote on our system, so apologies if this…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“They advertised as covering EV vehicles but nothing in their Policy Wording relates to EV”
The company replied on 2024-10-15: “Good afternoon, We have tried to contact you through trustpilot regarding your review as we have no contact information for you. Our top level of cover "Platinum" will provide cover that relates to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Overcharging
4 reports · 6% of complaintsfalling“last year paid £451 this year they want over £1300 a 200%increase”
The company replied on 2025-03-14: “Dear Brian Salmons, Thank you for your feedback, and we’re sorry to hear about your dissatisfaction with the price increase. The premium increase is due to factors outside of our control, but we…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Big increase in price from last year almost double”
The company replied on 2024-09-13: “Dear D Greatbatch, Many thanks for buying another warranty policy with us it is appreciated. I can see you opted for a longer policy this time round, which may have made the price seem a lot higher.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“you can never get through to the claims team so have to request a call back”
Compare ALA Insurance with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-11.