Name: insurethebox
Rating: 1.82

“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”

Helpful Report

Posted 2 years 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 2 years 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 2 years ago

“They ripped my father off he's elderly”

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Posted 3 years ago

“Excellent company excellent service”

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Posted 3 years ago

“Good value for money insurance”

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Posted 3 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 3 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 3 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 3 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

“Firstly I wanted to get insured on a different vehicle as my car had its days . I rang the company up who tell me every car I told them the system won’t let us insure it or was asking for ridiculous amount of £1000 where I could cancel my insurance and pay £15 on top and get insured else where for full 12 months bare in mind it had been me 4 months with these guy . Anyways I cancelled my insurance on rough estimate for the Saturday however my log book had come back before hand so I sold my vehicle on Thursday rang and spoke to someone who was rude over the phone who seemed like he doesn’t like his job . Once telling him I’m no longer driving the vehicle I have sold I was told I’m responsible for the vehicle till Saturday. Don’t no how that makes sense when the car is of my name and I have sold it to a company. I’m sure that’s what you do when you sell a car ring you insurance company and let them no ?? This guy did not explain anything I was wrong and he was right no if or but needs to learn some customer experience skills with that rude attitude!!”

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Posted 3 years ago

“I would give this company 0 stars if possible. I have been with them for 5 years and I have paid a lot of money to top up my miles when I have been low and stayed with them. I recently noticed an issue with my policy documents, a fault of my own and tried to call to rectify this. I was patronised about reading the documents clearly and how there was nothing they could do. Do not waste your time with this company. There are many great insurance company’s that value their customers and help them. I have wasted 5 years of my hard earned money with them, please do not make the same mistake!”

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Posted 3 years ago

“Disappointed. This company charge 80 pound admin fee top of the days spent if you cancel car insurance policy both within or after 14 days cooling of period. Steeling money. Ignore it if you can.”

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Posted 3 years ago

“Joke of a insurance company if you go 2 mph over the speed limit your next year of insurance will rocket based on their data”

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Posted 4 years ago

“If there is 0 stars I’d give that instead. I’ve never come across a insurance company like this. They scam you knowing you won’t come back. They’ll take every advantage to make as much money as possible. They’ll send you threats to cancel without you doing anything and in the end charge you for it. If I could ask for one thing ever and just die after it would be to have this company shut down. It caused me so much stress and affected my mental health. I never in my life will insure with you or anyone I know will. I hope the company fails so that the people aren’t tricked like I was.”

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Posted 4 years ago

“Very good service, easy to use. Would highly recommend to a friend.”

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Posted 4 years ago

“Price went from affordable to astronomical in just one year, despite no claims the entire 3 years I was with them. Was paying £70 a month! I hardly drive anywhere and never had an accident in 6 years of driving. Very inflexible, very hard to cancel and terrible experience altogether. If I hadn't have been such an idiot, missing the renewal date and being tied in for another year, I'd have saved myself £1,300 in just 2 years. I am kicking myself hard!! AVOID LIKE THE PLAGUE.”

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Posted 4 years ago

“Due to the current COVID-19 crisis I have been asked to work from home. I am in the military so the address on the policy is where I am based as that is where the car is the majority of the time. However, for the past couple of months the car has been at home (a different address) and has hardly been used. I have received an email threatening to cancel my policy due to the address being incorrect and they have noticed because the box reports the location. I though a quick chat would clear things up however they are unwilling to allow me to continue without a change to the address, even though I explained I am returning to work next week, requiring me to change again. Both times would incur a £25 admin fee for the privilege and use of my time sitting on the phone, on hold, to change. You would think they would be offering refunds like some other insurers based on reduced claims as a result of this crisis. Quite a lot have allowed policy changes for free if the change is due to COVID-19. Not insurethebox, they just want more money. They also want a £80 cancelation fee rather than the £30 fee had the box not been fitted. The box was fitted in 2016! I think I have more than paid for the box with the 3 previous policies I have had. Had I not auto-renewed on any of those previous policies I would not have been charged for the box so why am I being charged now?”

Helpful Report

Posted 4 years ago

“Due to the current COVID-19 crisis I have been asked to work from home. I am in the military so the address on the policy is where I am based as that is where the car is the majority of the time. However, for the past couple of months the car has been at home (a different address) and has hardly been used. I have received an email threatening to cancel my policy due to the address being incorrect and they have noticed because the box reports the location. I though a quick chat would clear things up however they are unwilling to allow me to continue without a change to the address, even though I explained I am returning to work next week, requiring me to change again. Both times would incur a £25 admin fee for the privilege and use of my time sitting on the phone, on hold, to change. You would think they would be offering refunds like some other insurers based on reduced claims as a result of this crisis. Quite a lot have allowed policy changes for free if the change is due to COVID-19. Not insurethebox, they just want more money. They also want a £80 cancelation fee rather than the £30 fee had the box not been fitted. The box was fitted in 2016! I think I have more than paid for the box with the 3 previous policies I have had. Had I not auto-renewed on any of those previous policies I would not have been charged for the box so why am I being charged now?”

Helpful Report

Posted 4 years ago

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

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