I think the system works but is to intrusive. 1 thing is knowing the driver,s ability to drive and other to know everything.
Date of experience: 24 September 2024
Reply from insurethebox
Hello
Thank you for your review.
Insurethebox promotes safe driving and is a mileage based policy. A condition is that you are required to have a Black Box installed to your vehicle within 14 days of cover being arranged.
A benefit of our policy allows you to earn up to 100 Bonus Miles every month based on your safe driving habits. To provide a visual representation of your Bonus Miles, we use a traffic light system on your online customer portal.
The black box also works as a tracker in the event that the vehicle is stolen.
Price and general customer care over the phone is good, but I cannot open/view/download any of my documents, most importantly my renewal documents (so without phoning them I have no idea how much my renewal is). Maybe ITB should just send the renewal documents out in an email/post like all other insurers do. This is so frustrating.
Date of experience: 06 November 2024
Reply from insurethebox
Good afternoon,
Thank you for taking the time to leave a review.
I am sorry to hear you have experienced difficulties in viewing your policy documents via Your Portal.
Your mailing preference for any future communication can be changed to Postal by contacting our Customer Service Team on 0333 103 0000 or via our Live Chat facility.
We will be happy to review your concerns further if you can provide a policy reference number or vehicle registration. Please contact complaints.service@insurethebox.com
Renewed my policy on 30 October. Up until 7 November I was still receiving text reminders and my portal still requested renewal. It took a web chat with Michael to sort it out.
Date of experience: 07 November 2024
Reply from insurethebox
Good afternoon,
Thank you for your review.
I am sorry to hear you were still receiving communication from us to renew your policy after you had processed this.
Our aim to provide a seamless journey for our customers when they renew with us.
I have passed your details onto our Complaints Team to review, and they will contact you regarding this matter
Worst decision I made going with this company. Had a black box with 2 years no claims and a clean license, was paying 120 a month which was pretty fair. Until I ran out of miles, found myself paying around £250 on top up miles + insurance cost and realised it would be cheaper to switch. They told me as I still had a few months with them I have to pay over 800 quid or I’ll be referred to a debt collecting team. I asked for alternative options, staying with them and paying extra but they said there was no other way, keep paying around £370 on miles on insurance or be indebted to them. Seems like a very sleazy company and I would warn anyone to stay away. If going ahead make sure you have enough miles on your policy to do you the year as they’ll hang you for it. (I won’t go with a company that gives me a set amount of miles again)
Date of experience: 01 April 2024
Reply from insurethebox
Hello Kevin
Thank you for your review.
I am sorry you are unhappy with the terms of your policy.
It is a limited mileage product, where you can select, 6,000, 8,000 or 10,000 miles. The premium you accept when the policy starts, is based on the number of miles you select, and those miles are intended to last the full 12 month policy period. We can offer lower premiums on a new policy, as you will be driving a set number of miles. If you use all of the miles within the policy term, you are required to purchase Top Up Miles, or the policy will be cancelled. If the miles are in a negative balance, we can’t allow the cover to continue, and Top Up Miles need to be paid for in full.
The cancellation terms are that you will be charged for either the time on cover we have provided, or for the miles you have driven whichever is greater. Plus, an £80 Cancellation Fee, as detailed in your Policy Documents.
When a premium has been paid in full and all the miles have been used, there would be no refund due. If you haven't used the full policy miles, any refund would be pro-rata based on the number of miles used at the point of cancellation, (minus the Cancellation Fee).
When you select the monthly installment option, you will be charged for the miles used up to the point of cancellation, there may be an outstanding balance if you have used more miles that the monthly installments have paid for. If all of the miles have been used at the point of cancellation, there will be an outstanding balance for the remainder of the annual premium (plus the fee), as you have used the full cover of the policy.
Our Credit control Team will be happy to discuss a payment plan. If an agreeable plan can’t be reached, we would refer to our collection agents, as they can offer the payment plan over a longer period of time.
If you would like you concerns reviewed further, please contact us at complaints.service@insurethebox.com and provide your policy number, or vehicle registration.
I recently received a text message and an email message with the following information: As of 01/12/2024 we’ll no longer offer any renewals or new policies on insurethebox. This means your policy with us will expire automatically
Date of experience: 17 November 2024
Reply from insurethebox
Good morning,
Thank you for taking the time to leave a review.
We appreciate you custom with insurethebox and I am sorry for any disappointment caused by our decision to cease offering insurethebox as a product.
Unfortunately, this was a difficult and considered business decision. As the product is no longer available we are unable to offer renewal quotations for our existing customers.
Pity the auto renew was deleted by someone in your office
Date of experience: 06 November 2024
Reply from insurethebox
Good afternoon,
Thank you for taking the time to leave us a review and leave us five stars.
I'm sorry to hear if there were any issues with the automatic renewal of your policy. Even if you have been left satisfied, we'd still like the opportunity to look into this further as we're always seeking to improve our service where possible.
I have passed your details onto our Complaints Team to review, and they will contact you regarding this matter
Sorry it was only a three star rating, but I did have to wait a while before I got to speak to someone. The line wasn't very clear and not very loud although I am a little deaf but did have the amplifier on. Managed to get my renewal done OK but when i checked with my bank the renewal fee had been deducted twice. So had to phone back to sort things out. Was informed that a refund would be made so will check my account again in due course. Two payments taken off today, NO refund.
Date of experience: 27 September 2024
Reply from insurethebox
Hello Mr Hayes
I am sorry to hear you have experienced issues with your renewal.
At times our Customer Service Team can experience an exceptionally high volume of calls which they attempt to answer as quickly as possible. I can assure you action has been taken to reduce the time our customers have to wait.
A duplicate payment can sometimes be a Shadow Payment, where the bank holds the funds for 3-5 working days. If the payment was successful and we have collected the payment, the refund process take 7-10 working days.
I have passed your details onto our Complaints Team to review, and they will contact you regarding this matter.
Not too sure if I was a good driver or not.Did I comply with what you expect and did I receive extra miles not clear
Date of experience: 23 October 2024
Reply from insurethebox
Hello John
Thank you for taking the time to leave review.
You can check your driving score on your online portal. The Box in your car measures how you drive. The Box monitors Speed, Time of day, Smooth Driving, Taking Breaks and Motorway Driving. You can earn up to 100 free Bonus Miles each month. Your score is shown as a traffic light system, Red, Amber and Green.
If you are having issues logging into the portal or would like to discuss your score, please contact the service team on 0333 103 7894 and they will be happy to help.
The policy and renewal was all fine. However trying to pay the fee was dififclit.
My payment, from 4 different cards, could not be taken on line. When I called it took 7 attempts.over two days.
The money was leaving my account but then bouncing back.
Date of experience: 15 October 2024
Reply from insurethebox
Hello Rikki
Thank you for taking the time to leave feedback.
I am sorry you experienced difficulties making payment for your renewal.
There can be a number of reasons why a payment may fail. If the payment was returned to you by your bank, this means we did not receive the payment in the first instance. This can sometimes be due to security precautions, such as if your billing address did not match what was showing on your bank statement.
We would like the opportunity to investigate why the payments failed. I have passed your comments to our Complaints Team who will be in contact.
