Usay Compare: most-reported complaints
Automated analysis of 529 public Trustpilot reviews published 2026-01-22 to 2026-09-10. TrustScore 4.9 from 26,113 total reviews — see the Trustpilot page. Quick answer: is Usay Compare legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 31% of the 51 complaints identified in 529 reviews. Other frequent issues include general dissatisfaction (24%) and misleading pricing (22%). A smaller portion of complaints cite unreachable support (16%). Trends indicate that reports of unhelpful and misleading pricing support are falling, while complaints about other issues and unreachable support are rising.
How to reach Usay Compare
These are the contact details Usay Compare publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 01285864670, address Usay House, Lakeside Business Park, South Cerney, Cirencester, GL7 5XZ, GB.
The company claimed its Trustpilot profile on 2018-12-10, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-14. Trustpilot ranks it 3 of 24 in Health Insurance Agency. We last checked this profile on 2026-09-23 and found 26 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1 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: “No outpatient cover, mis sold policy”.
Elsewhere: 4.5★ on Google (486 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 (100%, 4.1d) · 2026-08-15 (100%, 4.0d) · 2026-08-18 (100%, 4.0d) · 2026-08-21 (98%, 4.0d) · 2026-08-24 (98%, 4.0d) · 2026-08-27 (99%, 4.0d) · 2026-09-01 (98%, 3.9d) · 2026-09-04 (97%, 3.9d) · 2026-09-07 (97%, 3.9d) · 2026-09-11 (97%, 3.9d) · 2026-09-14 (99%, 4.0d) · 2026-09-17 (100%, 4.0d) · 2026-09-20 (100%, 4.0d) · 2026-09-23 (100%, 4.0d).
Severity: 33% of this company’s 51 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In January 2024, 91% of 11 one-to-three-star reviews were 1★; in July 2026, 50% of 10.
Counted from January 2024 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 2.4 days between the experience and publishing their negative review (279 reviews record both dates).
What their policy promises
refund window: 14 to 30 days
“All insurers have a “cooling off period” usually between 14 and 30 days, allowing you to cancel your policy and any monies debited will be fully refunded.”
guarantee: best price guarantee
“Our prices won’t be beaten with our best price guarantee.”
support availability: shortly
“We will be in touch shortly to run through your free tailor-made quote from UK’s leading insurers.”
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 283 negative reviews that received a public reply, the median wait was 4.5 days — the company profile reports an average of 4 days.
Reply quality: of 283 company replies to negative reviews analysed, 31% engaged with the specific problem and 49% were generic templates.
Review provenance: 542 company-invited reviews in the recent window average 4.96★, while 59 organic (uninvited) reviews average 4.49★.
18% of its 573 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 31% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 3,773 of this company’s 26,113 Trustpilot reviews (14%) were written in the last 12 months.
What are the most common complaints about Usay Compare?
Support unhelpful
16 reports · 31% of complaintsfalling“my policy ended up being treated as cancelled early, and I was left paying over £1,300”
The company replied on 2026-06-29: “We’re sorry to hear you feel our services were pointless and added unnecessary confusion. There are many benefits to using an intermediary like ours and we’re sorry you don’t feel you had a positive…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“To my knowledge they did not enquire about power of attorney but quoted an obscene price.”
The company replied on 2026-03-12: “We’re sorry to read of your concerns regarding your mother’s enquiry. To allow us to look into this further, please can you provide her client ID number or contact our customer service team with her…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“The Broker that called me was not helpful to my questions”
The company replied on 2026-04-24: “I am sorry you were disappointed with the response you received when you recently called and spoke to one of our advisors. Due to the multitude of factors that can change within the next one or two…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Other
12 reports · 24% of complaintsrising since 2026-07“It has got so bad over the last couple of years have decided to take my business elsewhere”
The company replied on 2026-07-17: “I am very sorry that you have decided to cease using our services for your Private Medical Insurance. I see from your account that you have exchanged many messages with Lucy regarding the annual…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“we needed to make a claim a few months in to the new policy with vitality insurance this was rejected”
The company replied on 2026-02-10: “Thank you for your review. We take all our customer feedback incredibly seriously and we were concerned to read your comments. I understand that our Manager, Daniel Johnson, has fully investigated…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“in the past week I have had endless phone calls.”
Misleading pricing
11 reports · 22% of complaintsfalling“To my knowledge they did not enquire about power of attorney but quoted an obscene price.”
The company replied on 2026-03-12: “We’re sorry to read of your concerns regarding your mother’s enquiry. To allow us to look into this further, please can you provide her client ID number or contact our customer service team with her…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“never get anywhere and can never speak to any of the complaints handlers.”
The company replied on 2026-08-24: “We appreciate you bringing this to our attention. We are sorry to hear about the service you received and the impression it left. We would like to investigate this further, however we are unable to…”
Our classifier read this reply as a template response.
“sold me Bupa private medical insurance based on the promise of being able to get quick next day GP appointments”
The company replied on 2026-05-18: “We are sorry to hear that you remain dissatisfied following our complaint investigation. I confirm that your complaint was investigated and a final response has been sent. If you feel that our…”
Our classifier read this reply as a deflection.
Support unreachable
8 reports · 16% of complaintsrising since 2026-07“never get anywhere and can never speak to any of the complaints handlers.”
The company replied on 2026-08-24: “We appreciate you bringing this to our attention. We are sorry to hear about the service you received and the impression it left. We would like to investigate this further, however we are unable to…”
Our classifier read this reply as a template response.
“I am not getting any answers from you”
The company replied on 2026-05-11: “This forum is for customers to feedback on their experience with our business, Usay Compare, therefore your comments are not relevant to this site and may have been placed in error. We would be…”
Our classifier read this reply as a deflection.
“They advised they had cancelled but then took the money out of my account on a DDand no one was able to take a call”
The company replied on 2026-02-19: “I’m very sorry to hear your experience wasn’t in keeping with our usual 5* service. I can see that you have spoken to our policy support team who have resolved your issue and apologise again for any…”
Our classifier read this reply as a template response.
Hard to cancel
8 reports · 16% of complaintsfalling“I was allegedly transfer to the cancelation team, but instead transferred to the sale associate Paul that I subscribed the policy with.”
The company replied on 2026-03-24: “We appreciate you sharing this experience. We're very sorry to hear the service you received was not to our usual five-star standard. We will address this internally and investigate what happened in…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Not willing to cancel my policy.”
The company replied on 2026-04-14: “We appreciate you bringing this to our attention. We are sorry to hear about the service you received and the impression it left. We have logged a complaint and will review this internally to ensure…”
Our classifier read this reply as a template response.
“He never cancelled it and i ended up cancelling it with someone else”
The company replied on 2026-04-02: “We appreciate you bringing this to our attention. We are sorry to hear about the call and the impression it left. We have logged a complaint and will review this internally to ensure our service…”
Our classifier read this reply as a template response.
Billing errors
5 reports · 10% of complaintssteady“my policy ended up being treated as cancelled early, and I was left paying over £1,300”
The company replied on 2026-06-29: “We’re sorry to hear you feel our services were pointless and added unnecessary confusion. There are many benefits to using an intermediary like ours and we’re sorry you don’t feel you had a positive…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“They agreed to reimburse me and would phone me to discuss and then investigate my complaint. Its now 22nd June. I have not received my money back”
The company replied on 2026-06-23: “We appreciate you bringing this to our attention. We are sorry to hear about the service you received and the impression it left. We have already logged a complaint and will review this internally to…”
Our classifier read this reply as a template response.
“Wrong policy set up and now having to go through a 4-8 week investigation process.”
The company replied on 2026-05-06: “We’re sorry to hear you feel your experience has not been in keeping with our usual 5-star service. We understand a complaint has been logged and is being dealt with for you. We appreciate your…”
Our classifier read this reply as a template response.
Compare Usay Compare 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.