“Assigned my private reg to my vehicle. DVLA state fit your new playes and drive. ZEGO won't manually change reg and mis advised me to drive on old one. I've had many vehicles and done this reg transfer before. Never had an insurance company unable to update the systems manually. Said I'd have to wait a week to drive. Ridiculous. Cancelled policy after only a week and they keep your money.”
“Absolutely appalling experience.
The customer service was the worst I've encountered. We recently got a new van and tried to update our policy, only to be told they wouldn’t cover the new vehicle—leaving us with no option but to cancel. Fair enough, but the handling was unacceptable.
The agent I dealt with seemed desperate to end the chat, repeatedly sending “are you still connected?” with every response, before I’d even had a chance to read what he sent (I'm not exaggerating). Without confirming anything, he cancelled my policy and only afterward mentioned they were taking 45% of the annual premium for just 4 of cover. I asked for a breakdown, but before I could even give my response, the chat was abruptly ended.
Avoid this company if you can. If you must use them, do not pay the full annual premium upfront.”
“Stay away from Zego. They have hidden costs not explained clearly when you are getting a policy with them. 15£ for the policy setting up isn't mentioned but kept from your refund even if you cancel the policy in less than 14 days.”
“Still covered? Doesn’t matter. Zego just wants you to cancel
Zego is pushing me to cancel my active policy for no valid reason.
I currently hold an annual policy that is still active. I simply requested a change of the insured vehicle – something totally standard for any annual policy – but after more than three weeks of waiting, Zego told me they can’t change the vehicle, and that my only option is to cancel the policy and pay for it.
Today I spoke with three different Zego agents, and two of them advised me to cancel my current insurance and take out a new policy, either with another company or even with Zego again. They told me it’s not possible to change the registration number in an active policy, but a new policy is no problem. That clearly suggests this is a repeated tactic used by Zego with customers.
When I asked for a concrete explanation, I received vague answers like “based on your profile” or “industry sources,” but no specific clause or reason was ever provided. The chat was then closed abruptly with no option to continue the conversation.
I haven’t broken any rules – my policy is valid and in force – yet I’m being pushed to cancel and carry the cost of their internal decisions. I’ve submitted a formal complaint, and if I don’t receive a fair resolution, I will escalate the issue to the Financial Ombudsman Service.
⚠️ Be very careful before trusting Zego. This company does not act transparently or responsibly with its customers.”
“We applied for car insurance just three days ago, but the application was rejected—despite this, the company still took payment from our account. When we contacted customer service, they refused to cancel the policy or issue a refund, citing email issues that they themselves wouldn’t accept. After a frustrating 30-minute call, we were even denied the chance to speak to a manager.
This experience has been incredibly disappointing. It’s unacceptable for a company to reject an application, take payment, and then refuse to resolve the issue. I strongly advise others to avoid this provider—it’s been nothing short of a shambles.”
“I am extremely disappointed with the level of service I have received from Zego. Despite being promised a response within 48 hours, I have now been waiting for over a month with no resolution and no meaningful communication. I have sent multiple emails, made numerous phone calls, and attempted to engage via the app – all with little to no success.
The lack of accountability within the support team is astounding. When requesting to speak to a specific team member, I was told they couldn’t assist because “too many employees share the same first name” and no one is permitted to give a full name. This is not only unprofessional, but it also makes effective communication and resolution impossible.
This ongoing delay in processing my refund has caused unnecessary stress and financial hardship, and I am appalled at the lack of urgency or care shown. A company handling insurance and financial matters should be held to a much higher standard than this. At present, Zego is failing to meet even the most basic expectations of customer service and operational competence.
Given the unacceptable delays and lack of communication, I have now begun the process of escalating this matter to the Financial Ombudsman Service. I would strongly advise others to think carefully before trusting Zego with anything involving money or compliance.
If Zego wishes to resolve this, I suggest they start by responding professionally, providing accountability, and following through on their commitments.”
“I had a annual policy I literally cancelled it straight after my money went out of my account and I asked for a refund and zego wouldn't do nothing to help me I am entitled to a refund it's classed has theft it's absolutely disgusting 😡😡😡”
“The worst insurance company I have dealt with. Do not make the same mistake I did and purchase their insurance. The service is horrendous and you will end up making a big mistake.”
“Zego over complicates simple processes like one-time payments. Why it is necessary to "create an account" to make a one-time payment? I suspect, Zego just wants to capture customer information so they can SELL it. Also, their overseas call center customer "service" is unhelpful and basically a waste of time.”
“Advertised on the home page as everything managed in app. However zego was sending emails asking for my no claims which weren't seen due to me believing everything with zego was managed in app. I was then charged a premium of £150 for late submission of my ncd. When I sent in my ncd. They weren't acknowledged and my email wasn't read, nor were any of my follow up emails probably due to the incompetence of their ai assistant. What a joke. I then contacted zego in app via their chat system where actual agents where eventually available although they proved to be just as incompetent. No money was reimbursed. And I have to swallow the £150 overpayment. Zego is advertised as insurance that's user friendly and app based and saves you money.. however it's been a nightmare to get hold of anyone and I've been overcharged.. the rest is all just gimmicks to make you believe your saving money.. what a con”
“Absolutely terrible insurance company took my money online then weeks later tell me I need app Then, after the app working for a few days, I’m told if my driving doesn’t get better if my insurance will be cancelled When I phoned up and asked, does the app. No when I’m the passenger in the car on a train on a boat or any other vehicle I was told yes it did made a formal complaint only to be told there’s nothing I can do about it took loads of money off of me for one month, glad I cancelled and got away from them Avoid this company at all costs”
“I have fully comprehensive insurance with zigo and my car is submarge in water accidently I contact with zigo They did not pull my car out of the water and started lying to me and they didn't cover me I am highly not recommending zigo Avoid financial loss by staying away from this insurance company, it is just a scam company.👎👎👎”
