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Name: Hannah Driver

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black box policy - they charge you for the service they CANNOT provide.

1
I purchased black box insurance through RAC as they are (I thought) a trustworthy and repeatable company. As per the policy you must have the box fitted by their engineers within 14 days. You must book this online, however they had no availability (AT ALL) on the portal they provide, so I selected suitable dates and the portal advised they would be in contact to fit the box when availability came up. They failed to get a date for the box to be fitted (lack of provision/availability on their side) I made multiple attempts to book via the portal with no luck. They then sent notice of cancellation, so I emailed them (as the phone lines take approximately 40 minutes to get through and I work during their working hours) I got no response. I managed to get through on the phone one evening (they ended up answering after their closing time) to be told this lack of availability was a common problem, nothing they could do, they will begin the complaints process on my behalf, please call tomorrow???? My policy has been cancelled by them, I had to fight for a full refund, threaten action via an ombudsman if they did not refund me. I managed to get an almost complete refund for my policy after a lengthy phone-call. I will still refer this to the ombudsman as it is huge issue if they cannot provide a service that is required for the policy, and are penalising their customers for this. Fight for your money back and do not blindly agree to the charges. I will say the people I spoke to on the phone were really helpful and sympathetic when I did get through, that's the only positive of this entire experience. Reviewed on: 6th September 2022