The lowest of the low. Abandoned my son with hearing issues on the slip road of a busy motorway. He had two flat tyres that... The lowest of the low. Abandoned my son with hearing issues on the slip road of a busy motorway. He had two flat tyres that happened after hitting a pothole (could happen to any of us with the state of UK roads now). That was their get out. They then claimed it was an "accident" under their terms and conditions and therefore not covered. They could however send someone out on a paid basis! I called to try and resolve and the staff refused to let me speak to a supervisor then refused to give me their head office details, then refused my final request to send someone out to recover my son to safety and they refused. I see below the same story from others and responses from Emergency Assist claiming they will take steps to improve. Clearly empty words. The actual claims line states "whether you have a flat tyre, are experiencing engine trouble or need a jump start, we've got you covered". The reality......they are a predatory company that will scurry to their T&C's to wiggle out your claim then seek to profit from your situation. Happy to put lives at risk for the sake of profit. Read more Read less

Absolutely disgusted with this company, who I've been with for years but thankfully never had to use their services until a couple of weeks ago.... Absolutely disgusted with this company, who I've been with for years but thankfully never had to use their services until a couple of weeks ago. My husband was driving on the A11 and was 30 miles from home when the tread came off the front nearside tyre. He called EA and was told this wasn't included in our policy as the tyre still had some air in it. He was advised to drive to the nearest garage! It was Sunday and not garages able to change a tyre were open, he was on a busy dual carriage way with no hard shoulder and the car definitely was not safe to drive - I rang Norfolk Police and they confirmed this was the case. I've emailed EA customer services and they've not even had the courtesy to acknowledge my email. Avoid at all costs - they are unscrupulous sh!tes!!!!!!! Read more Read less

Breakdown with 94 year old disabled mother in vehicle, no help provided.. This evening I had a breakdown due to hitting a pothole in the... Breakdown with 94 year old disabled mother in vehicle, no help provided.. This evening I had a breakdown due to hitting a pothole in the dark. This damaged my front tyre beyond repair. I was travelling with my 94 year old disabled mother. So I rung Emergency Assist. The 1st guy I spoke to (after waiting around 5 minutes for the call to be answered) asked minimal details (strangely) but agreed to arrange a tow truck, he then placed me on hold whilst he arranged this. 10 minutes later, the call was disconnected / was hung up on me. I called back (and again had to wait multiple minutes before anyone answered) I explained the situation again, and again requested a tow and mentioned my 94 mother being in the vehicle. This time I was told that as I hit a pothole, this was classified as an accident and therefore I wasnt covered! They said they would assist with a recovery at a MINIMUM call out fee of £120 PLUS other charges. A breakdown service which will not assist with a breakdown is ridiculous. To leave a customer at night, with a broken down vehicle with a severely disabled 94 year in is disgusting!!! I have been a member since 2018 and have never required their assistance previously. Suffice to say I will not be renewing my cover. Read more Read less

The company made all sorts of excuses when it came to paying for a legitimate claim for a replacement tyre. AVOID THEM!

It was a nightmare trying to get through to the call centre with continuous ringing, no offer of coming to the roadside to check whether... It was a nightmare trying to get through to the call centre with continuous ringing, no offer of coming to the roadside to check whether a repair could be effected (side of the M3 on a Sunday afternoon) - and was more interested in which local garage I wanted to go to when my local knowledge was minimal, they cut me off even though I had agreed to pay to get home. When I eventually got through again they said they had phoned around and there was no one to take me home for payment, I had called the police who recommended a garage but when they (the policeman with me) spoke to the operator he told them to get off the line as it was for emergencies!!!!! So a single woman on the side of the M3 for about three hours is not an emergency in their eyes. Read more Read less

The worst service provider. Their only interest is to take money and they don't care anymore. If you have a problem, they will refer you... The worst service provider. Their only interest is to take money and they don't care anymore. If you have a problem, they will refer you to the garage, if you cancel the service, they will not refund your money. Shame on them. I do not recommend signing a contract with them, you will only lose money and gain only anger and stress. Hands off them. Read more Read less

I broke down in my car at about 9pm and called Emergency Assist. i was waiting on the phone for 20 mins before someone answered.... I broke down in my car at about 9pm and called Emergency Assist. i was waiting on the phone for 20 mins before someone answered. I eventually got through to them. The man i spoke to was very unhelpful, I explained what the problem was that my car had broken down in the middle of the road and would not start. He said that i would need recovery but refused to call any recovery vehicle as my home address was too far away (google maps said 37 miles all on good roads) he then said you need to chose a local garage to take the car to. i protested and said i dont know any, he said i will send you a list you have choose one and then call us back. He sent me a list of 5 local garages that were all closed for the night, it was now 10pm and i had no faith Emergency Assist as they didn't want to assist me in an emergency. I had been stuck in the middle of the road now for an 1 1/2 hours. So rather than ring the rude and uncaring company back i seached for breakdown recover near me, In the end i managed to find a recovery driver about 15 miles away who was willing to take me home and the car home, unforunatley it cost me £250, but i think i would have been there all night with Emergency Assist. I would not recomend this company to anyone Read more Read less

DO NOT USE! Read the small print for their definition of ‘national recovery’ … it is very different to most companies! They seem to think... DO NOT USE! Read the small print for their definition of ‘national recovery’ … it is very different to most companies! They seem to think that offering recovery to a local garage on a Sunday of a Bank Holiday weekend, when garages are shut for 2 days, is an acceptable recovery option for national recovery as part of Premium Policy cover! One call handler even told me that it was unlikely they could help due to it being a Bank Holiday weekend and because I was towing a trailer. Eventual recovery home cost me £625. I made a complaint and this was unsuccessfully resolved but during this process I had a look at the reviews, particularly the one-star reviews, on Trustpilot. There are thousands of people with similar experiences and these include many vulnerable, disabled and elderly individuals. I have read a lot of these reviews and it seems that nobody is offered anything other than recovery to a local garage, but many do not even get this. Reading through these reviews it seems like EA will ask a series of questions to prevent having to come out at all - for example they will ask people who are phoning in with battery issues whether they had the radio on prior to calling. If they have then they don't go out. If people want recovery support for flat tyres if they can establish that they hit a stone or a pothole, then again, they won't go out as they say it's an accident and they are not covered. If people have used them previously, they will say it's the same fault, even with proof it's not, and again they won't go out. If people do get offered recovery to a local garage, many are saying they have to find that garage themselves! In an area they likely don’t know at all! EAs detail is all in the small print and people are missing this. As did I. I accept that legally they may be scraping by, but their advertising feels very misleading and disingenuous. Morally they are not fulfilling their commitment to customers. And the fact of the matter is they really do not care at all. It feels like the service is bordering on a scam. When you go on Trustpilot there are many five star reviews. However, if you look at these, they are mostly for purchase experience only including auto renewals. All of these people are yet to actually attempt to use the service! In addition, when I made my complaint, they sent me the call log with the full names of ALL the call handlers I spoke to, including the individual that part of the complaint specifically related to! Did they have consent to share this personal data with a complainant?! If not, then a breach of data protection can be added to the list too. Cheap breakdown cover is only cheap until you need to use it! While 2gether Insurance, who sell the policies, are regulated by the FOS, EA are unregulated. Other than a money claim in court, there is nowhere to escalate a complaint to, as I am sure many other people have discovered also. Give this company a wide berth and go to a well known company instead. Read more Read less

Would not come out to assist. Claiming a speed bump is a foreign object! claiming I must have been speeding and collided with ‘foreign object’ !!!! Nonsense staff members and managers