Caspian Insurance: most-reported complaints
Automated analysis of 270 public Trustpilot reviews published 2019-03-24 to 2026-09-04. TrustScore 4.9 from 10,360 total reviews — see the Trustpilot page. Quick answer: is Caspian Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 270 Trustpilot reviews analysed, the most-reported issues with Caspian Insurance were: Support unhelpful (16 reports), Misleading pricing (11 reports), Support unreachable (11 reports).
How to reach Caspian Insurance
These are the contact details Caspian Insurance publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0808 275 0584, email [email protected], address Tower 12, 18-22 Bridge Street, Spinningfields, Manchester, M3 3BZ, GB.
The company claimed its Trustpilot profile on 2017-11-22, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-08. Trustpilot ranks it 4 of 42 in Business Insurance Company. We last checked this profile on 2026-09-23 and found 3 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 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.
Elsewhere: 4.9★ on Google (245 reviews)
TrustScore over time
4.9 → 4.9 across 12 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: 2026-08-15 (100%, 3.8d) · 2026-08-21 (100%, 3.8d) · 2026-08-24 (100%, 3.8d) · 2026-08-27 (100%, 3.8d) · 2026-08-30 (100%, 3.8d) · 2026-09-05 (80%, 3.8d) · 2026-09-08 (80%, 3.8d) · 2026-09-14 (100%, 3.6d) · 2026-09-17 (100%, 3.6d) · 2026-09-20 (100%, 3.6d) · 2026-09-23 (100%, 3.6d).
Severity: 22% of this company’s 40 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 (35 reviews record both dates).
What their policy promises
complaint process: within 30 days
“If you do complain to us, we will acknowledge your complaint within 30 days, investigate it fairly and promptly, and write to you with our response.”
complaint process: promptly
“We respect your rights as outlined in the next section and will respond to all requests promptly”
complaint process: contact us first
“If you are unhappy or have concerns, please contact us first using the details in the “Our Contact Details” section above, so we can try to resolve the issue.”
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 31 negative reviews that received a public reply, the median wait was 3.4 days — the company profile reports an average of 4 days.
Reply quality: of 31 company replies to negative reviews analysed, 39% engaged with the specific problem and 55% were generic templates.
Review provenance: 208 company-invited reviews in the recent window average 4.92★, while 32 organic (uninvited) reviews average 4.78★.
27% of its 226 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 40% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 422 of this company’s 10,360 Trustpilot reviews (4%) were written in the last 12 months.
What are the most common complaints about Caspian Insurance?
Support unhelpful
16 reports · 40% of complaintsrising since 2025-03“they won’t take no for a answer”
1 reader marked this review helpful on Trustpilot.
“the policy does not exist. further the person from Caspian told me to cancel the direct debit”
1 reader marked this review helpful on Trustpilot.
“The insurance was set up incorrectly from the beginning”
1 reader marked this review helpful on Trustpilot.
Misleading pricing
11 reports · 28% of complaintsfalling“the adviser at caspian insurance misled me and missold me a policy”
The company replied on 2024-05-13: “Hi Hamza, Thank you for taking the time to share your feedback with us. We deeply value the insights our customers provide and are genuinely sorry you feel that your experience did not meet the high…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“I tried to contact Caspian and the phone just rings and rings”
1 reader marked this review helpful on Trustpilot.
“he agreed a new policy without even really checking that i was 100% ok with it.”
1 reader marked this review helpful on Trustpilot.
Support unreachable
11 reports · 28% of complaintsrising since 2025-03“I tried to contact Caspian and the phone just rings and rings”
1 reader marked this review helpful on Trustpilot.
“they have failed to do so”
The company replied on 2024-12-02: “Thank you for taking the time to share your feedback with us. We deeply value the insights our customers provide and are genuinely sorry you feel that your experience did not meet the high standards…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“harassed constantly by this company even though I’ve told them numerous times I’m not interested”
1 reader marked this review helpful on Trustpilot.
Other
5 reports · 12% of complaintsfalling“The insurance was set up incorrectly from the beginning”
1 reader marked this review helpful on Trustpilot.
“Wasn't sent in a hard copy as I requested”
1 reader marked this review helpful on Trustpilot.
“only when the renewal was finally due i was provided with the policy number”
The company replied on 2025-01-13: “Hi Ana, Please get in touch with us at [email protected] so we can look into this for you. Reneiss, Caspian Customer Care Team”
Our classifier read this reply as a template response.
Hard to cancel
5 reports · 12% of complaintsrising since 2025-03“I sent/forwarded emails to Caspian about the cancellation. No response. No call. Nothing.”
The company replied on 2025-11-03: “Hi Livia, We’re really sorry about the experience that you’ve had. Please could you email us at [email protected] so we can look into this for you. Kind regards, Reneiss Caspian Customer…”
Our classifier read this reply as a template response.
“gave me some wrong information and are now making it difficult for me to cancel these policies”
“they do NOT listen or even note down why you cancelled”
The company replied on 2025-10-06: “Hi Jas, Thank you for taking the time to share your feedback with us. We deeply value the insights our customers provide and are genuinely sorry you feel that your experience did not meet the high…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Overcharging
2 reports · 5% of complaintsfalling“Premium has gone up since my gp report, i have got hold of that now from my gp and there is absolutely nothing on there to justify putting it up.”
1 reader marked this review helpful on Trustpilot.
“assured there would be no price increase yet all I'm getting is price increase”
Compare Caspian 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.