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insurethebox: Car Insurance reviews

Name: Car Insurance
Rating: 4.36 (189 reviews)

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3.82

Based on 189 reviews, last reviewed 19th Sep 2024

No new 5 star reviews

in the past 90 days

100% increase in 1 star reviews

in the past 90 days

73%

12%

Latest highest rating:

4

Would recommend for new drivers For my first year of driving I had a black box with insurethebox, I like how each month there’s a breakdown of your driving through different areas, p... Read more Reviewed on: 6th March 2024

Latest lowest rating:

1

Just avoid! Where to start? Policy was the cheapest one available for my vehicle, one of the only, if not the only, positive(s) of an Insurethebox policy. So I d... Read more Reviewed on: 19th September 2024

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About this product

For new drivers, finding a car insurance policy that won’t break the bank often proves difficult. Telematics policies, also known as black box policies, are designed to combat this, providing lower renewal rates for younger drivers. But how do you know whether these policies are right for you? We collect insurethebox car insurance reviews to help you make an informed decision for your new insurance provider.

insurethebox provides black box policies designed for new and young drivers, where driving safely can see you rewarded with a discounted renewal price. insurethebox also offers no claims discount (NCD) protection for new drivers, protecting your NCD from as little as one year.

Are you a new or young driver looking for a telematics policy? Check out our insurethebox car insurance reviews to see how policyholders rate their experience. Do you need a larger amount of miles a year than average? Or perhaps you want to use insurethebox’s NCD protection? Are you curious about how policyholders feel insurethebox has scored their driving? Gain insight into the brand by reading our reviews.

Have you had an insurance policy with insurethebox? Leave an honest review today. Was the black box installation quick and simple? Did you have enough miles on your policy? Did you feel that your driving was rated fairly? Were you satisfied with the discounted renewal price that you were given? Write an insurethebox car insurance review to help out our Smart Money People community. Together, we can help people like you make better decisions.

insurethebox Car Insurance reviews (189)

Review of the insurethebox, Car Insurance:

Discriminative, Incompetent and Unprofessional

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. Reviewed on: 15th December 2022

They steal people's money

This is the worst company in the world, they just steel people's money then passes them about all day, put the phone down on you and tell you they are transferring you to the right department and cut you off, took my money 9.28 this morning, it's now 5.25 still no insurance and been messed about all day, they keep telling me they have not took the money but the bank are telling me they have. Avoid at all costs, just read there reviews, I wish I did before trying to take out insurance with them. By the sounds of it this is a common thing. Reviewed on: 30th October 2022

Poor service, no internal communication, lack of knowledge of processes

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. 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 prior to a formal investigation) despite repeated phone calls, emails and complaints. The onus is entirely on the customer. There is insufficient, contradictory and late response from their claims, complaints, repairs and recovery services with regular dismissal that "another team or company runs this". As their complaints team have been unable to provide a satisfactory response, I am escalating my concerns to the Financial Ombudsman and legal teams. Reviewed on: 23rd September 2022

I wish I could give 0 stars

This company is AWFUL. Cancelled my insurance due to ‘wrong address’ without any pre warning! When I called to discuss further to try sort it out the woman was so rude and unhelpful. Asked to speak to her boss which he was even worse. Coming from someone who works in customer service - I don’t know how you can function as a company with attitude like that. When you’re spending so much money on this you don’t expect this kind of service. Do better. Reviewed on: 13th September 2022

Threatening for cancellation of the car insurance

They have allocated one date for the box installation & after the given timing slot was over, I got a call from them stating the technician can't visit. Now they are threatening me that if I could not get in the box installed soon, they will discontinue my car insurance & I will be barred to use any other companies. Do not subscribe to their services even if you are getting less prices compared to others. Reviewed on: 16th August 2022

great for new drivers

I took our car insurance for my son with myself as a second driver, their price was really good compared to others. The mileage was 6,000 which is more then enough for him for first year. Well pleased. Reviewed on: 14th August 2022

dysfunctional

I got my car broken into and partly disassembled. Gone were steering wheel, navigation panel, one piece of interior between the front seats. Dashboard pried open...such are the perks of living in London these days. Anyway, my insurer insurethebox arranged for the car to be transported away fairly rapidly after I called them about it. That was already six days ago. As a car dependent person I expected a temporary car to be given to me reasonably soon. But this has not happened for six days already and I was given an explanation by insurethebox repairing handler Enterprise that I will get it from the garage... when they start repairs of my car. Not when I need it, but when their internal processes and stars align in the sky with the blue moon. I find the benefit of having a temporary car offer in my policy completely forfeited. Furthermore, I have a feeling insurethebox have lost track of my car between themselves, recovery company Mansfield and repairs handler Enterprise. As of yesterday Enterprise told me that my car was at my address according to their records, which was not true, and when I spoke to insurethebox claims team they had no idea where my car was. I think I may have to brace myself for a long period without a car. I left a one star review on Trustpilot and Scott from Insurethebox answered me there one day ago that he passed my information to the complaints team, but I have not heard from them yet. Maybe this is because he has no idea about me or my policy number. I do not know how he can help by passing anonymous information when insurethebox lost track of my car even with all the personal data and such. For the record, my policy number is ITB/01582364, in case anyone from insurethebox is willing to help Reviewed on: 30th July 2022

Absolutely 0 stars if I could

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 realized 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. Reviewed on: 26th July 2022

Thieves and scammers and rude with it

Never, ever, buy insurance from these people. I changed my policy online, paid for the change online, in the little box they provide for you pay the fees they request. They then added the same amount to my previous credit agreement, and gave me the total runaround when i pointed out that they were charging me twice for the same thing. Refunded the original charge only after ten days and are still trying to get me to pay a cancellation fee for an error that is entirely of their making. Disgusting Reviewed on: 27th June 2022

AWFUL COMPANY

The WORST company I have ever had to deal with. Super expensive and then when you need help from them they are unhelpful, unprofessional and I don't really know why I have been spending £180 monthly. Quick to take your money, SLOW at helping or using the help you pay for Reviewed on: 15th June 2022

I would give 0 stars if I could

Please do not sign up with this company, they are crooks. First of all they charged me a horrendous amount of extra money 4 months into my policy, because the address I gave them “wasn’t the correct one”. This was a complete fabrication. Secondly, they claim I have driven 100’s of miles that they black box clearly shows I have not. When I try to communicate with them about any kind of issue, no one ever picks up the phone, and the online chat is the worst I have ever experienced. Most of the time no one ever answers, and if they do, they’re rude and unhelpful. I am a first time driver and this whole experience has been the worst introduction to car insurance. Please don’t fall for the initial cheap price that’s offered, it’s all a scam. Reviewed on: 9th May 2022