“My experience with Zego Van Insurance has been extremely disappointing and concerning.
Zego insure only my personal vehicle, which I use for around 5,000 miles per year. However, I also drive a separate work vehicle, insured with a different insurer, for approximately 30,000 miles per year. Despite this, Zego appear to be collecting and using driving data from my work vehicle and applying it to my personal policy, even though that vehicle is not insured by them and has nothing to do with my policy.
Mileage & Financial Risk
I repeatedly asked Zego how they distinguish between my insured personal vehicle and my non‑insured work vehicle. I never received a clear or consistent explanation. Initially, I was told this data could be excluded, only for Zego to later reverse this position without explanation.
This has the effect of artificially inflating my personal mileage, which puts me at risk of:
Higher premiums
Allegations of exceeding declared mileage
Problems or disputes in the event of a claim
This feels fundamentally unfair when the excess mileage relates to a vehicle Zego do not insure.
Data Protection & Transparency Issues
I raised concerns about:
Inaccurate data being applied to my policy
Lack of transparency about how driving data is sourced and used
Whether there is a lawful basis for using data from a non‑policy vehicle
I requested clarification, a data accuracy review, and a copy of my personal data. These concerns were not properly addressed.
Customer Service
Customer service has been very poor. I was repeatedly passed between live chat agents, received generic responses, and was unable to speak to anyone with the knowledge or authority to resolve the issue. There was no ownership taken of what is a serious concern.
Overall
This experience has left me with little confidence in how Zego handle mileage tracking, customer data, or complaints. If an insurer cannot clearly separate insured and non‑insured vehicle data, customers are exposed to unnecessary financial and legal risk.
Rating: 1 star
I would not recommend Zego to anyone who drives more than one vehicle or expects transparent and fair treatment.”
“My experience with Zego car insurance has been extremely disappointing.
During the entire policy period, I only drove my car four times, yet my policy was suddenly cancelled without proper resolution of my ongoing complaint. I had already raised an issue regarding their app not working properly, which made it very difficult to manage my insurance.
I tried contacting customer service multiple times through both the app and email, but received no meaningful response. My complaint is still outstanding, and despite this, they proceeded to cancel my policy without addressing my concerns.
Overall, this has been the worst car insurance experience I’ve had. Poor communication, lack of customer support, and technical issues with their app made the situation very frustrating. I would not recommend this insurer based on my experience.”
“Please, don't use this insurance, they will frustrate you with everything in them, I'm a good driver with 12 years of experience, Zego was forcing me to keep driving my car even when not need to, and they later cancelled my insurance unexpectedly, as a disabled driver, I am, this was the most hortible thing I can cope with.”
“Please, don't use this insurance, they will frustrate you with everything in them, I'm a good driver with 12 years of experience, Zego was forcing me to keep driving my car even when not need to, and they later cancelled my insurance unexpectedly, as a disabled driver, I am, this was the most hortible thing I can cope with.”
“I strongly do NOT recommend ZEGO Insurance to anyone.
My experience has been extremely frustrating and stressful. I have been trying to contact their customer service team for the past 7 days with absolutely no proper response. All I wanted was to cancel my policy due to serious concerns about how this company operates.
It took nearly 10 days just to get through to someone regarding cancellation, which is completely unacceptable. On top of that, I received threatening emails and messages instead of actual support or resolution.
The initial payment also included a large number of hidden or excessive policy charges, which were not made clear upfront. This feels very misleading and unprofessional.
Overall, this has been one of the worst customer service experiences I’ve had. Poor communication, delays, and aggressive follow-ups make this company highly unreliable.
Avoid at all costs.”
“JUST DON'T DO IT! ZEGO IS AN INCOMPETENT, ARROGANT AND AN UNETHICAL FIRM THAT REPEATEDLY USES FALSE PRACTICES TO ROB CUSTOMERS OF THEIR MONEY. I TOOK OUT AN INSURANCE WITH THEM AND HALF WAY THROUGH MY TERM THEY TURN AROUND AND SAY THAT I DIDN'T SEND THEM MY NCD AND THREATENED TO HIKE MY INSURANCE AND BEGET MORE MONEY FOR THE CHANGES WHEN I HAD PROOF THAT IT WAS ALL SENT AND SENT IT TO THEM. THEIR EGO WAS SO HURT BY CALLING THEM OUT THAT THEY DEBITED BY CARD WITHOUT MY CONSENT AND CANCELLED MY INSURANCE. ZEGO IS A DISGRACE AND SHOULD BE INVESTIGATED FOR MALPRACTICES!!!!!”
“Ok so everything was smooth until I noticed that I actually had 2 years of NCD instead of the 1 year I thought I had. Zego then decided that I acted with malicious intent and decided to raise my premium by over £500, forcing me to either pay up of have my cover cancelled. I don't normally care about stuff like this, but Zego made me feel like a criminal, implying that I had maliciously misrepresented myself for gain, where it is painfully obvious that I had actually left myself worse off by claiming I had only one year of NCD. The people that staff the live chat were absolutely terrible, I was cut off maybe 5 times, forced to then wait again to chat with someone, having to repeat myself to each one, then when asked to provide details, switching to find the document on the phone to upload to the chat, I was cut off each time. Back to step one. Overall, I wouldn't recommend Zego to anyone. They have lost a customer for life, to make matters worse, I actually align with their ethos of judging people by their driving habits instead of the particular area you live in or your age. Also, they stole my 1666 credits, meaning the £15 voucher I earned through being in the green for the time I had the policy is gone. Thieves to boot...”
“Cannot recommend this company unfortunately.
I am a good driver with over 20 years no claims but driving under this insurance was an extremely stressful experience.
Firstly the app rating didn’t reflect that I kept to the speed limit and drove carefully. I was very aware of my driving as I constantly had it in mind that the app was tracking me, which was quite stressful but would have been less so if the app made note of this. It didn’t at all, keeping my rating as “At Risk”, whilst also making it difficult/impossible to see how they calculated the rating through the app or even the company website.
Secondly, I had to input every trip where I was the passenger so that the app would not penalise me for another persons driving. Remembering to add every trip felt like a lot of admin but even worse, the app kept failing when I went to add trips so I then had to remember the time and date of each one so I could add them at a later date when the app was working again.
Other than the conversation when I thankfully cancelled my policy due to these reasons, I’m sure I was speaking to AI even when I requested to speak to a human person.
Overall an extremely stressful experience, not worth the cheaper price and I will never go back to them. I’ll also be very wary of using a black box insurance policy in future after this experience.
If price is your only consideration then this is cheaper, but honestly I would avoid if you can”
“I’ve downloaded the app and turned on permissions yet I still constantly get emails that my policy will be cancelled if I don’t download it and turn on permissions 🥴”
“I rarely leave reviews, but my experience with Zego has unfortunately been extremely stressful and frustrating.
After being involved in a non-fault accident, the claims process has been very difficult to navigate. Despite providing the evidence that was requested — including platform activity logs obtained directly from Deliveroo — the process has involved repeated requests for additional information and long delays in reviewing the documents provided.
What has been most disappointing is the lack of clarity and consistency in communication from different agents. Each time I felt the issue had been addressed, another request for evidence would follow, which has significantly prolonged the claim. For someone already dealing with the aftermath of an accident, this has caused a great deal of unnecessary stress and anxiety.
I understand that insurers need to verify claims thoroughly, but the way this case has been handled has felt unnecessarily drawn out. I hope Zego reviews its claims handling process so that customers who provide the requested evidence are treated more efficiently and with clearer communication.
I am sharing this feedback in the hope that the company improves the claims experience for other drivers in the future.”
“Really unhappy with this company. This company just simply doesn't work; I spoke to customer services to ask how to increase my rating (albeit I hadn't been speeding, taking corners incorrectly etc). They said I need to drive 62 miles within the 10 day cancellation leeway or they would cancel my policy. I'm not going to be driving 62 miles within 10 days so can't prove that I'll be driving any differently so because of this they said my policy will be cancelled.
There is definitely an issue with their app as it does not track driving accurately.
Whoever came up with this joke of a business model obviously hasn't thought of every scenario which makes it unfair. Even the Zego assistant on live chat agreed.”
“Worst experience ever please do not waste your time or money. It is only cheap as the blackbox is a complete scam no matter how safe you drive it gives you a score of 0.”
“Absolutely terrible service. They push you into using their chat system, and then you end up wasting hours with no real help. You get passed from one agent to another, repeating the same information again and again, yet nothing gets resolved.
It honestly feels like they are deliberately delaying things instead of providing proper support. No clear answers, no accountability, and no sense of urgency — just endless waiting. For something as important as car insurance, this level of service is completely unacceptable.
The whole experience was extremely frustrating and raised serious concerns about how they operate. I strongly advise others to be cautious and think twice before choosing this company. Save yourself the stress and look elsewhere.”
“Absolutely, single handedly, by a vast margin, the worst insurer on the market, don't be fooled by their cheap prices, because of their app, they'll take your money for the policy, your driving can be as safe the kings personal chauffeur, yet their analytics on the app wont represent your 'actual' driving or either it wont register and they'll threaten to cancel policy and charge you for doing so, if you havent actually driven your vehicle, or if you have, but the telemetry is off....and then...when you want to speak to someone from Zego, they avoid you like the plague because even customer services knows they're about to encounter yet another dissatisfied customer. Absolute wet wipe of a firm.”
“Absolutely Pathetic. There is no way to reach or contact customer services ever. They have closed Contact centre. There is no Email Support. Online chat is not available most times and when available there is no Human available on online chat. They just cancelled my policy and I find out when I look at credit card statement. I was without cover for 3 days till i noticed my credit card. I had to take insurance cover from somewhere else at a high cost in emergency.”
“Not fit for purpose never get back to you waits hours then told you’ll have to try again later.
Can’t deal with simple tasks ie change of vehicle
No good if you need cover on the day but bot tells you can only be done on the day never get back to you so ether walk train bus or taxi home try again next day.
Stan Saar sort out your shambles”
“Awful company, zego sense is terrible. The company can never find your proof of ncb, are extremely difficult to deal with and often have call in lines closed although it'll tell you on the call the lines are still open.”
“Can't get hold off a human from zego just keep getting ai reply. I got over charged on my insurance. Cant get this sorted as ai does not knowledge this”
