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Review of the Emergency Assist, Breakdown Cover:

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DO NOT USE!

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. Reviewed on: 10th May 2025

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