insurethebox Reviews

Name: insurethebox
Rating: 1.85

1.9 Rating 214 Reviews

19 %

of reviewers recommend insurethebox

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1.9

Based on 214 reviews


Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week

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Anonymous

Anonymous // 01/01/2019

Sort by: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Customer service is terrible! Couldn't get through via phone call for days due to being put on held for over 2 hours each time I call!”

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Posted 7 years ago

“Decent to insure your vehicle with. But you have to wait 30min to a hour to get through to a member of staff.”

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Posted 7 years ago

“My son insured with them for one year, had 8000 mile policy, it has cost a fortune as he had to change his job and is travelling more miles. Purchasing more miles has taking me up to nearly £1,000 more in the year. Renewal is due and now they are saying they can't provide us with a quote. Total rip off”

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Posted 7 years ago

“Been with these three years. They were cheap for young student driver. We had a problem with the box draining the battery if the car is not regularly used. Now their website is not working. None of the renewal documents and statements come up and trying to pay on line for the last week only generates technical error messages. No replies to emails. So that just leaves Phone - where you get a talking script nearly as long as two decent chapters of the bible - all delaying tactics. Feels like they have major problems. We switched to Endsleigh and even without the back box they were £50 cheaper (£590) for 21 year old student.”

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Posted 8 years ago

“Terrible communication. I got my renewal papers and on that it said Accident will be or has been settled against you. I have not been informed of this as all and thus I didn't get 1 no clams. Absolutely awful, wouldn't recommended insure the box because of that incident!”

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Posted 8 years ago

“This company is a total joke. I was in a non fault accident & I let them handle the claim. They fixed the bodywork but not the engine. The car broke down 2 mins after being picked up. Their mechanic then drove my car back to his garage and blew up my engine! They then refused responsibility and gave me £1200 as an apology for the mechanic driving the car. My car is a 60 plate zafira and is/was worth £7500!! Stay well clear of these cowboys!!”

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(Car Insurance) - Posted 8 years ago

“Not the best”

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(Car Insurance) - Posted 8 years ago

“Their website doesn't work properly. You can't renew your insurance online. Pathetic support and technical team. I think the CTO of the company should be held responsible.”

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Posted 2 weeks ago

“Never buy insurebox insurance again. They give you a cheap price first but then when you go over the miles , it will cost you an arm and a leg. Never again”

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Posted 6 months ago

“Cowboy company - Avoid at all costs. Had an accident which was not my fault insure the box Decided that I was at fault and as I was close to the mileage cap they cancelled my insurance…. I can’t understand how this company is still operating they are now chasing me for £80 for the privilege of them cancelling my insurance!!! 😂 save your money and time and use a proper insurance company rather than this budget low cost cowboy company!”

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Posted 8 months ago

“Do not go with insure the box. I’ve had my policy cancelled for missing a payment I rang up and paid it before the given date and I was told if I paid it on time which I then did my insurance would no longer be cancelled and I’ve just found out the other day it was cancelled 3 months ago and I was not informed at all. Also had a car crash with a deer - left me without a vehicle for a whole month and they nearly listed my car for sale as a cat c. Absolute joke of a company. Been with 3-4 different policy’s and this has by far been the worst out of the lot. AVOID AT ALL COST”

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Posted 8 months ago

“I would not recommend this company even if its the end of the world. I would never come near it even if it says its free. They have canceled my policy and I got informed the day after which means I have driven uninsured all day without knowing. They claim that I have been requested an evidence via post letter which i never received due to that i never send them a copy of my driving license. Now I have a black point when i apply for other insurance because I have to state that my policy have been previously canceled by the insurer which increases the future premiums. Additionally i need to do and urgent insurance which costs double their price. The agent was very robotic and unauthorised to do anything kept putting me on hold to talk to the senior, which was not one bit helpful. It's obvious they are here to make so easy money. They didn't provide with another quote just got my money and stained my record. The person on the phone told me that i will receive £70 refund and I should be happy because they have been very generous to refund me this.... NEVER USE THIS SCAM!”

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Posted 10 months ago

“Do not trust this company at all! I had put a claim in 5 weeks ago and they told me they will come pick the car up in 2 days yet still after 1 month there’s been no contact or any communication. They have still not provided me with a courtesy car. When i call the office they get angry and shout at me saying it’s not their fault and this has made me feel like a customer not valued at all. It’s been more than 1 month of the accident and they do not care all. I have been paying insurance for and not used the car once. I have been travelling to work via bus but since West Midlands been having bus strikes I have to commute by taxi and it’s costing me an extraordinary amount just to get to work and back. This is completely horrendous and atrocious service and I’ve been left with no help and I’m so worried how I’m going to go another month paying for taxis. Don’t trust this company pay a little more go somewhere else”

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Posted 1 year ago

“My car was vandalised the 17th of February the police had been called provided me with a crime number which I provided to insure the box. As this was not my fault I excepted not to loose my no claims that was refused. They took a few days to pick the car up while it rained each day. I called the company a week later for an update my car was still with the recovery firm in a yard uncovered in my town so the damage just got worse. I asked if they would supply me with a curtesy car as my disabled son was due mri and ct scans I was refused. Asked when I could expect some answers all I was told it was out of there hands I was with this company for two years with a black box and two years no claims which they took from me I was willing to renew as my policy which was due 24th April I have now cancelled my auto renewal and will never use them again my car would of been able to have been repaired I was told initially. Three weeks later with no form of transport I called again which they told me the engineer has still not looked at it. I finally received a total loss which they under valued it I had to pay the excess also which will be taken from my settlement I asked as a token of good will would they wave the excess which they refused. I have never been so let down by a company. One good thing is the call center who was polite knolageable but the policy's dictated which tide there hands. The call centre is to good for this company who discriminate against disabled people. You would expect them to move mountains for a disabled child but making money is to important. I hope your proud of your self's. Further to your reply it’s no point your insurance company is a joke the best thing about your company is your Newcastle call centre if you loose these your company would fold like a check book. Just please hurry with the settlement that I excepted on first offer as I can’t go with out a car any longer the car was insured for £5500 you given me £5250 ish minus £300 excess I’m left with £4900 odd I have seen cars going with more mileage same spec as mine going for £6500 I don’t want to fight no more as I need a car now. For anyone reading this review avoid this hatchet job of a company I will also be putting up reviews on Google and all other platforms as you can see I’m fuming asking me to stay in contact with via complaints all I did for weeks was complain and that got me nothing so thanks but no thanks. Date of experience: 18th February 2023Reference: 300049417”

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Posted 1 year ago

“I have never before bothered to write a negative review on a company, however I feel that this one is absolutely worth my time if it means saving others from the disgusting service I have faced. With Insure the Box, I have experienced the lowest standard of customer service of my entire life. Getting through to them via phone or live chat was nearly impossible with wait times of over 2 hours - I tried for days to reach a customer service agent. When someone finally answered, I passed through the security questions only to be told by the man on the phone that he wouldn't help me as I sounded "significantly older than 22". This is not only an unprofessional, disrespectful and offensive comment, but also discriminatory. The customer service agent's personal opinion on how old I sound should not affect my ability to access my car insurance, especially after having already passed security questions. Following around 20 minutes of disagreement, my sister in law joined the conversation after hearing the obscurity of it and demanded to speak to a manager, it was at this point we were hung up on. On the live chat, you can access your account without the customer service agent ever hearing your voice, so it makes no sense that I wasn't allowed to change my policy because of the agent's personal opinion on how I sound. What if I was sick, or had had surgery meaning my voice had been affected making me sound a bit older? Or I could be going through a gender change and on hormones that alter my vocal cords? When you consider that there are numerous reasons someone's voice may not appear to match their date of birth, the comment on my age becomes completely irrelevant. I myself, most certainly do sound my age and was incredibly confused as I have never before in person or on the phone been told I sound older than my age - anyone I have told this story to has also been shocked by the agent's comment. I was initially astonished, I thought the man on the call must be joking - he was not. It felt like he didn't want to do his actual job and instead was enjoying aggravating customers. He kept saying he needed to "speak with the policyholder" when I replied that I am in fact the policyholder and can provide any information needed to prove it, he uncaringly told me to phone back and speak to someone else. This is ridiculous and again makes no sense as my voice isn't going to change when I phone back. Yes, the next person I speak with may feel differently about my voice and let me change my policy, but doesn't that defeat the whole purpose of the security questions if accessing your account comes down to a stranger's personal opinion on how you sound? I responded to his suggestion of phoning back by explaining that I had already been waiting over an hour and a half to get through and I was not willing to wait again. He did not care and also provided zero solutions when I suggested I was able to prove my identity in another way. I was originally phoning to simply remove my brother from the insurance, however after this awful experience, I had decided to cancel the insurance entirely. I then was once again unable to get through to someone on the phone with extremely long waits of numerous hours. With my insurance payment due to come out of my bank account in a few days, I was left with no choice but to cancel the direct debit. At this moment in time I still have not managed to reach them to cancel the policy. If I ever do get through, how can I be sure I'll even be allowed to cancel the policy as I supposedly sound "significantly older" than my age. Am I going to essentially be forced into keeping my policy despite my desperate efforts and tremendous amount of time spent attempting to cancel. I am still in disbelief over my experience with Insure the Box and urge anyone reading this review to stay clear of this company, it will save you a lot of stress and frustration in the long run.”

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Posted 1 year ago

“Lack of communication and threatening letters ..... Keep well clear of this company, communication is nil ,live chat was over 2 hours long and I had to end it as there was just no response at all ..this company needs to be boycotted as they take your money but never reply to chat or emails so your left unknown....they need to take responsibility of their actions..14 days cooling off period absolute joke they don't send you a letter till after the 14 days absolute con ....”

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Posted 1 year ago

“I have been a customer for 5 years. A recent incident has highlighted how the company operates. Insure the box are a front for a number of subsidiaries who do not communicate with one another. As the customer I have repeatedly been asked to relay communications between teams and professional bodies. Contradicting information is frequently given. Insure the box do not take responsibility for co-ordinating the responses for their subsidiaries, nor ownership over the entire process. After a dangerous incident when my car's airbag inappropriately deployed, I did not receive updates for one month. There has been no resolution (and numerous requests to pay out of pocket) despite repeated phone calls, emails and complaints. The onus is entirely on the customer. There is insufficient and late response from their claims, complaints, repairs and recovery services with dismissal that "another team or company runs this". I am escalating my concerns to the Financial Ombudsman and legal teams.”

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Posted 1 year ago

“Absolutely no empathy for customers. Happy to take your money but just as easily happy to cancel your policy because of a genuine misunderstanding regarding a change of address. The staff working on customer services don't allow customers to explain and simply say there is a complaints procedure. Please be mindful if considering using this company because they won't be looking out for the customer”

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Posted 1 year ago

“We went with the extortionate quote because you were the only company I could find that would insure an 18 year old male driover with business cover , 4K annual cover cost, awful rude messages and e mails , contacted them to say we no longer needed business cover expectinf a refuld and they wanted £384.00. So cancelled the policy after 7 months and got £77 refund wow! just wow shame you can't write a review without giving them a star.”

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Posted 1 year ago

“The incorrect driving data have caused the significant increase of my next year's premium. 1. On 16/07/2022, Insurethebox sent me a letter saying Insurethebox would decline to provide a renewal offer. I was surprised by this decision because I have driven well in the last year and I have never made any claims since I got the license in 2019. I have realised there must be something wrong. Then I found the black box installed on my car last year has never worked properly. My account dashboard shows there are 0 driven miles in the last 11 months. Insurethebox has also admitted there have been errors in the black box. I have also found I can’t get reasonable insurance policy from other providers due to the faulty black box. 2. On 22/07/2022, Insurethebox provided a renewal offer £841.03, which is significantly higher than last year’s premium £625.21. I then contacted the customer service, and they even claimed the faulty black box worked in my favour and helped to reduce the premium. This is completely nonsense, as my renewal car insurance premium is significantly higher than last year. It is a common sense that the premium will be much cheaper when a driver has more driving history. Insurethebox claimed the bonus miles (which might be just a minor factor) helped to reduce the premium, but Insurethebox deliberately ignored the most important factor, driving history. As we all know, a new driver without any driving history will need to pay higher premium. My premium in 2021 was much cheaper (£300 less) than 2020 because there were driving data in 2020-2021. Now the premium is much higher, because there was no driving record in 2021-2022. I have also asked many of my friends, and their premium this year is similar to (or cheaper than) last year. Clearly, the unusual higher premium is caused by the faulty black box. Now I have to pay significantly more because of Insurethebox’s fault. I have contacted Insurethebox customer service and complaint team via email several times, but it appears Insurethebox people don’t want to rectify the mistake, nor solve the problem. I contacted customer service on 26/07/26 via live chat, and requested a callback. The staff of Insurethebox (called Lucy) promised that a senior manger would call me on the same day (26/07/2022), but this has never happened. I am really disappointed by the worst service. I have learned from Financial Ombudsman Service, Insurethebox should cover any increased cost because the black box has not worked properly. I will need to make a formal complaint to Financial Ombudsman Service if the issue is not properly resolved.”

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Posted 1 year ago

insurethebox is rated 1.9 based on 214 reviews