BG Insurance: most-reported complaints
Automated analysis of 412 public Trustpilot reviews published 2017-10-13 to 2026-09-02. TrustScore 4.9 from 2,245 total reviews — see the Trustpilot page. Quick answer: is BG Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, citing 60 instances out of 153 total complaints. Overcharging is the second most common issue, with 36 reports, followed by support being unreachable in 26 cases. The trends for unhelpful support, overcharging, and unreachable support are all rising, while other complaints are falling.
How to reach BG Insurance
These are the contact details BG Insurance publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01892 501 501, email [email protected], address Unit 5/6 Citygate, Blantyre Street, Manchester, M15 4JJ, GB.
The company claimed its Trustpilot profile on 2017-04-13, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-02. Trustpilot ranks it 81 of 170 in Insurance Broker. We last checked this profile on 2026-09-24 and found 6 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 6 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: “Car insurance confused :/”, “Car Insurance No Claims Bonus REFUSED AFTER £ MONTHS ?”, “Which car insurance”.
Elsewhere: 4.4★ on Google (1,261 reviews)
TrustScore over time
4.9 → 4.9 across 13 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 (100%, 0.7d) · 2026-08-15 (100%, 0.7d) · 2026-08-18 (100%, 0.7d) · 2026-08-21 (100%, 0.7d) · 2026-08-24 (100%, 0.7d) · 2026-08-27 (100%, 0.6d) · 2026-09-02 (92%, 0.6d) · 2026-09-08 (100%, 0.6d) · 2026-09-12 (100%, 0.6d) · 2026-09-15 (100%, 0.6d) · 2026-09-18 (100%, 0.6d) · 2026-09-24 (100%, 0.6d).
Severity: 34% of this company’s 153 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 1.7 days between the experience and publishing their negative review (46 reviews record both dates).
What their policy promises
complaint process: promptly and fairly
“we are committed to resolving matters promptly and fairly.”
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 121 negative reviews that received a public reply, the median wait was 0.6 days — the company profile reports an average of under a day.
Reply quality: of 121 company replies to negative reviews analysed, 23% engaged with the specific problem and 48% were generic templates.
Review provenance: 202 company-invited reviews in the recent window average 4.88★, while 99 organic (uninvited) reviews average 4.88★.
30% of its 284 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: support unhelpful makes up 39% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 601 of this company’s 2,245 Trustpilot reviews (27%) were written in the last 12 months.
What are the most common complaints about BG Insurance?
Support unhelpful
60 reports · 39% of complaintsrising since 2023-02“I’m treated like it’s an inconvenience that I call them.”
2 readers marked this review helpful on Trustpilot.
“The staff and rude and cannot communicate correctly.”
2 readers marked this review helpful on Trustpilot.
“failure to deal with the situation, promised calls never came, follow up didn't happen”
1 reader marked this review helpful on Trustpilot.
Overcharging
36 reports · 24% of complaintsrising since 2023-02“the premium was £552 and we got just over £25 back it’s a disgrace in my opinion”
2 readers marked this review helpful on Trustpilot.
“They charged me £163 for the first month at the time of registration and on the very next day they called me and said that I failed Validation check and we are cancelling this cover”
The company replied on 2021-06-25: “Good Morning Mr Ahmad, Sorry you feel you have cause to leave 1* review. After looking into the policy we have found that the details entered online are incorrect and vastly differ to what you…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Cancel the policy without verifying the details and charge for cancellation £100 plus 4 days of insurance £60.”
The company replied on 2020-12-04: “Hi Junaid, Sorry you have cause to leave a 1 star review. Please let us look into this for you! Email us at [email protected]”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
26 reports · 17% of complaintsrising since 2023-02“Such ineffective communication that they won't respond to my e-mails or give me a clear answer on the phone what my refund amount is.”
The company replied on 2021-06-22: “Hi Iain, Sorry you have cause to leave 1* review. We do not understand the contents of this review following a look into your policy. Looking at the notes in your policy , you called us to find out…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“I had to make at least 5 further phone calls and had to push constantly.”
1 reader marked this review helpful on Trustpilot.
“They charged me £163 for the first month at the time of registration and on the very next day they called me and said that I failed Validation check and we are cancelling this cover”
The company replied on 2021-06-25: “Good Morning Mr Ahmad, Sorry you feel you have cause to leave 1* review. After looking into the policy we have found that the details entered online are incorrect and vastly differ to what you…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Other
21 reports · 14% of complaintsfalling“They’re just looting and they are really unprofessional aswell”
1 reader marked this review helpful on Trustpilot.
“AWFUL MONEY TAKERS AVOID AT ALL COSTS I AM DISGUSTED WITH THEIR SERVICE”
The company replied on 2021-01-07: “Hi Robyn Let us look into this, please email us on [email protected] Kind regards BG”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“the premium had gone up by £300.”
Misleading pricing
15 reports · 10% of complaintssteady“told them I am not paying the extra they sent me a 7 day cancellation notice and refuse to give my money back”
The company replied on 2020-05-13: “Hi Thomas Please could you email [email protected] so we can look into this”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Quoted for insurance on a campervan, then refused to cover me because of where it's parked.”
The company replied on 2021-04-20: “Hi Andy Sorry you have cause to leave a 1* Review. Upon reviewing your journey with us i can see that you failed validation checks with the insurance company we quoted. Where the vehicle has been…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“they say the policy will cost 3 times more than the renewal price”
The company replied on 2021-09-16: “Hi, Sorry you feel you have cause to leave a 1* review. Unfortunately there is nothing we can do to prevent our emails going to our customers spam accounts due to the fact it may come from an email…”
Our classifier read this reply as a deflection.
Billing errors
15 reports · 10% of complaintsrising since 2023-02“marked my policy as cancelled by them”
The company replied on 2021-09-20: “Hi Nicola, Sorry you have cause to leave a 1 star review. Upon looking into your policy i can see that due to the undisclosed claim the insurer requested the premium be re calculated based on the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“they took money from my account and never provided me with the insurance”
The company replied on 2021-07-01: “Hi Uqba, Sorry you feel you have cause to leave a 1* Review. Upon looking into your policy i can see that details of the policy you purchased online changed dramatically once we called you to confirm…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“BG insurance took multiple direct debits out instead of just the one”
1 reader marked this review helpful on Trustpilot.
Compare BG 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 2026-09-07.