Name: insurethebox
Rating: 1.85

“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 5 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 7 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 7 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 9 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

“They ripped my father off he's elderly”

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Posted 2 years ago

“Excellent company excellent service”

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Posted 2 years ago

“Good value for money insurance”

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Posted 2 years ago

“Think long and hard, read the reviews before dealing with this company Absolutely appalling experience dealing with insurethebox. My 18 year old granddaughter bought her first ever (dream) car and passed her driving test 3 weeks ago. Having insured the car with insurethebox, 14 days later the engineer called to fit the black box. The engineer refused to fit the black box saying that an after market exhaust had been fitted, which my granddaughter knew nothing about as the seller had not informed us about it during the purchase. My granddaughter then received a letter from insurethebox informing her that they are enforcing the cancellation of the policy. This was not a fraudulent act, she bought the car in good faith. Insurethebox didn't give her the opportunity to get the exhaust replaced. As a result no one will insure her except one company quoting almost £10,000. This will remain with her forever, and insurethebox will not reconsider their actions. This company is totally insensitive to what has become a major issue to her. Dealing with young, brand new drivers they should be more understanding to their inexperience. Be very wary of dealing with insurethebox, their actions and lack of understanding have really affected a young girls life. The joy of passing her driving test has been replaced by a nightmare of an enforced cancellation that will be on her record for the rest of her life. Please insurethebox be sympathetic and remove the insurer cancelled flag that is now affecting her both mentally and financially.”

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Posted 2 years ago

“If the app could allow to give -0 I was going to put that. The insure box insurance is rubbish and I will not recommend anyone. Decided to change the insurance and they were refusing to give me my 9 year no claim. I had an accident this January in my street due to ice and the neighbours car door needed to be repaired. I reported the incident to the police and my insurance. They fixed the door. In this 10 years I has been with the insure box I had 1 clam of £2000. When I asked them the no claim no bonus 3 different customers services from the insurebox told me that if I cancelled my insurance I will left with 8 year no bonus unless if I wait until it expires in August then I will have 9 year no bonus or I should suspend the insurance and they will give me 8 year no bonus. I wanted to use the no claim no bonus and they asked me to pay £62 for me to get the proof to show my new insurance. They send me the letter and the letter had 3 claims on it instead of 1 claim. When confronted them they told me that there 3 customer services did a mistake telling you that you had 8 year no claim its actually 4 years. I asked them why I have been with you for nearly 10 years and had 1 claim. I did not get the straight answer. I took the letter they had sent me and sent it to my new insurance and explained everything to them. The new insurance called the insure box to comfirm and they were told the truth that I had 1 claim but on the letter they said 3 claims. My new insurance asked to cancel my insurance first with them so that they can proceed with them. After cancellation the insurance box asked me to pay another £89 and send me a letter to comfirm cancellation. To my big surprise they said now I had 0 clam bonus and 2 claims. My current insurance was confused same as me and they contacted them and asked they why 0 claim after I have called before and you comfirmed that my customer has 8 year no claim. They said it was mistake and it was sorted. My query is if you trained well your employers they should be no 4 mistakes unless they were taking advantage of me and taking my money for nothing. I felt like they were recist they know I'm black and my English is not that good but I know my right and I am intelligent. I will not recommend anyone to use The insure box and hope they won't do the same mistakes to others Thank you”

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Posted 2 years ago

“If I could give it no stars I would. Got my insurance with these in 2019 which was my first ever year of insurance. Good price and had no problems that is until you do have any accidents!!! I had a accident 2 weeks after I renewed my insurance I had found a company a lot cheaper as my insurance hasn't gone down for my second year but the women told me I could get 20,000 miles for the same price and a 'love2shop' voucher (thats still not been received' I decided to go ahead and not faff trying to switch. I had my accident 2 weeks later and suddenly insure the box are trying to flag me for any reason to cancel my insurance. A week before my crash I was changing my name over as I realised I wasn't the registered car owner (person I brought from hadn't sent off the v5) tried to explain during the year I hadn't even thought about not receiving having it been my first car didn't reallt know how it worked. Had been caring for my mother in a pandemic who had terminal cancer who also died in June had also had my baby 2 weeks later. so the last year had been crazy along with having to cope with my mutiple mental health problems and physical disability's which I tried to express how difficult my life had been I was changing it over but as my car was now scrapped I hadn't bothered and they was not compassionate or understanding in slightest and didnt take anything I said into consideration just blamed me and I disputed and they cancelled anyways. This was on the 1st of April 2021 By the end of the week I had a final reminder of cancellation fee of £80.. not even a week from cancelling hounding me with mutiple calls and emails Debt collectors in contact with me after 14 days already? So not only have you affected the price of my new policy you are damaging my credit rating over £80 after I paid fine drove fine and then instead of getting nearly £80 carried on paid and a happy customer you do this to someone who has expressed the awful year they've had? Now disputing with debt collector who is also unsure on how it's been handle so badly too so very well done NOT”

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Posted 2 years ago

“Hi, My policy has been cancelled because apparently I’ve used my car outside the policy. I received an email stating this, even though I haven’t. I then called up, and the representative said I have made to many stops in housed areas and I have driven my car all times of days. I have had another policy with insure the box, which got cancelled because I was doing deliveries, why would I after knowing this information continue doing deliveries on my other policy. I should have the freedom to drive anywhere I wish and anytime I wish as long as I have the miles and I am staying within the speed limit. Why is my insurance being cancelled on suspicion of me doing deliveries, I have been out of work for good 3 months, since November, I am claiming universal credit. This is silly, me driving about and USING THE POLICY AS IT SHOULD BE, should not be a situation where it could lead to my policy cancelled. “When the underwriter cancels a policy it can’t be undone” most stupidest thing I’ve heard, when the policy holder not at fault and the underwriter and insurance company is at fault. Best believe I will inform every single platform about this situation, my reviews of insure the box is trash. Worst insurance ever. Love scamming money. Thank you”

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Posted 3 years ago

“Absolutely sickening insurance company!!! And there reviews online say it all! As a front line key worker working voluntarily to help out and keep people safe. Whilst dealing with my own severely disabled sister who is extremely ill with COVID. Having my car maliciously vandalised in front of me and being told it’s a fault claim and they will be taking my full excess!! Absolutely sickening. No respect for people what so ever, what they’re going through and all they are doing to help with the crisis!! Nothing but money grabbers!!! I hope you’re happy you’ve left me without a vehicle and out of pocket. Unable to care for my severely disabled and sick sister and unable to work! Disgusting!”

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Posted 3 years ago


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

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