“From the get go their app was a pain to use, I have an updated iOS and new iPhone. I had location on, and used their app. Yet I kept on getting messages that put on your location on and app when driving. I kept on doing that, when I told the chat on their app I kept getting the same ai responses no real responses. Later on I went into a different car and for some reason it got registered as my car ???? And I checked it put my rating “at risk” I was like ok the app again kept on sending me messages and saying put location on. I asked the zego customer service about this they said next time log it into the system. I said ok fine. I also at that time got a message that you need to improve your driving. Note that I was well within speed limits in all my driving and drove well within the safety recommendations. I told the app many times of this and every time they said no joke “have you put the app and phone in the correct place and positioning on your dashboard” I said yes and they said they will extend for 10 days and I was like ok, I kept on driving as normal yet NO CHANGE to the app. I kept on getting messages almost daily that improve or they will cancel, literally to the point of harassment. I messaged them many times and same ai response repeated (typical response to shift blame from their clearly faulty app to the consumer). I today got a message that the policy got cancelled and will end at 12. GOOD DAYS COMING, I am now changing my policy provider and I suggest everyone to re think about this provider. TRUST ME NOT WORTH THE HEADACHE. This is a genuine review over a long time I’ve used them. They can come back with their ai responses but the truth is the truth.”
“Very disappointed with this inconvenience the app is saying I use my phone wen driving wen im not saying I am driving to much wen I hardly use my van and speeding wen im not I have had connection with them thay are no help at all with I never went to them at all thay are definitely trying to hike the policy up I'm going to report them and will cancel the policy sovif your thinking of tackling a policy out with them please don't you will regret it”
“This company, their processes and their service has pushed me to extreme lengths due to the stress endured. I have attempted on so many occasions to contact them (more than 20 different times in the last 2 months) to request a call back and still I have not heard from them. I logged a complaint, and still no call - they rely on AI systems and refuse to speak to customers on the phone in any capacity.
I was involved in an non fault accident, I contacted them to make them aware of this. They took a very long time to come back to me. I was contacted by the third party(other side) who dealt with everything very swiftly and settled the claim instead of going through Zego. After this, they cancelled my insurance without any notice and I only was made aware after I received a letter from MIB stating I had no insurance. I tried to call them - no call back. I spoke to them on the chat, no call back. I received an email saying my insurance was cancelled. I have been endlessly chasing and i get absolutely nothing back.
I am losing the will to live even writing this review and I can’t even begin to explain the distress, upset and anxiety this has caused myself and my family. It has affected every aspect of my life and my income which my family relies on. There is a lot more I wish to say but I cant continue to explain all that I have endured. To anyone considering being a customer, PLEASE STAY AWAY! Especially for business van insurance. I’m not sure I will ever recover financially, mentally and emotionally from everything they have put me through and I wouldn’t want anyone else to go through what I have.”
“Frome the beginning everything went wrong. They cut of my NCB to 0 years after 10 years and aprx 200000 miles carefully driven. Then my scoring was excellent but after update of phone distraction get down 2 steps to good. I've done everything what they ask as set up my satnav before any journey, switch on tdo not disturb mode and didn't touch a phone for 2000 miles and my phone rating is still at risk. I'll try numbers of time co contact and resolve the issue but newer able to talk to somebody just AI and answer was always not about the issue and problem with the app.
Very disappointed and unfair
Will never recommend to the worst enemy”
“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.”
