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Name: MQ

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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