Avoid at all cost paid for top up miles paid it and never got them added on account sent 3 emails was ignored so asked my bank to get involved and got money back now threatened off them as I paid money and they never give me my miles so said will cancel I already have the black box is incorrect at what miles you have done end up costing fortune in end worst insurance company I’ve ever dealt with never reply to you when send them anything what company takes money and not supplied goods then threatened my policy will be cancelled scammers avoid at all cost

Date of experience: January 18, 2023

I am a new customer and have been asked to send over documents however need to remove a driver from my policy! I have attempted this on the website and mr portal and have been told to ring the number provided. I have rang this number every day for 4 days and have still yet to be put through having been on the line for 2 hours at a time. I have sent emails and received nothing however have been emailed saying my policy will be cancelled if I cannot provide these documents. I’ve requested call backs and not had any! PLEASE AVOID THIS INSURANCE COMPANY AT ALL COSTS!

Date of experience: January 16, 2023

Abysmal. You pay so much money and there is no one to contact. Emails are dead, live chat is dead and contact number is dead. I just want to check if you have received the documents you asked for but nothing at all. Garbage. Only good thing is the price. Still have not got the black box fitted but judging by the poor reviews, I assume I will probably have problems when my appointment comes. How can you be this undisciplined?

Date of experience: January 17, 2023

Impossible to reach anyone. Wanted to remove an additional driver and it didn’t work on the portal. Ended up renewing as it was and then ITB said the insurance had lapsed despite taking the premium.They did finally get it sorted and confirmed cover. Really not a good experience compared to other companies I am insured with.

Date of experience: January 05, 2023

I am a new customer, I was asked to send documents which I have, but still getting messaged and emails saying you have not received them.I have now sent 2 emails and tried to call every day for a week, ringing out for up to 90 minutes each time.Please can someone confirm you have received the relevant documents.

Date of experience: January 16, 2023

Got insured 2 days ago. Set up an appointment to book my black box installation. They said they would send a confirmation sms for a time slot ( a day prior to installation). They reached back to me very late and were very vague with the time saying ‘in the afternoon’.Also, I checked online to see if the insurance was valid. However my car was showing as not insured on the Motor Insurance Database.Furthermore, I wasn’t sent my policy documents by email (in case I got pulled over for ‘no insurance’) and the policy documents in my portal aren’t accessible… so there was no way to prove my insurance.

Pretty shocking for an insurance company if you ask me. And I forgot to mention the really long waiting time to speak to an actual person on live chat and on the phone.

Date of experience: January 16, 2023

Absolutely discusted with the service from insure the box insurance , took out the policy a month ago , black box was due to be fitted but no one bothered turning up but got a message at the end of the day saying sorry we couldnt make the appointment, re booked the appointment for someone to turn up take pictures of the car and refused to fit the black box , car has been sat on the drive for over a month and nit being used due to not having a black bix fitted still no black box fitted , paid my deposit and not even used the car yet now wondering why you refused to fit black box ? I will now invoice you for the 2 days ive had to takeoff work and wasted my timeDisgusting service from yourselves

Date of experience: January 16, 2023

Ridiculous waiting time on phone 4 days on hold 8 hours ish in total not getting through why am I paying for service and when I need to get through I can’t I’m sick of hearing Ed Sheeran up to this point poor customer service and really wouldn’t recommend the company to anyone ridiculous really is

Date of experience: January 13, 2023

Absolutely disgusting!!! service AVOID!!!!!!! I wouldn’t even know where to start and I don’t have the energy anymore PLEASE DO NOT use this company

Date of experience: December 11, 2022

Don’t be shocked by my 5 * review , this week has taken hours of my time to get through on the phone , but when i eventually did i got through to Dan who went over and above to sort our queries , having spent 5 hours on hold the day previous Dan sorted everything in minutes … in my eyes the company is shocking , Dan get out and thank you for all your help today .This review is only on dans service and not the company

Date of experience: January 10, 2023

Black box fitter never arrived. I contacted them and they said that ITB had told them not to proceed. No communication as to why. ITB requested further docs which I sent and spent 1 hour waiting for online assistant to be available. Confirmed they were processing documents and not to do anything. All a bit of a mystery considering the rather firm comms from ITB about getting the black box fitted within 14 days. I wait….meanwhile I’m not confident we are insured.

Date of experience: January 10, 2023

I was trying to buy the policy 2nd & 3rd of January. Had multiple issues with communication via phone and chat. You appeared to be open for business but clearly weren’t. Had payment failed by Sagepay twice but it wasn’t clear whether or not money had been taken from my account (it hadn’t). Then your quote server failed and couldn’t be accessed via your partner sites Go Compare etc. Eventually all was resolved but maybe a message saying we’re closed until whenever would be a better strategy.

Date of experience: January 04, 2023

I have been trying to reach Customer Service every day for the past week. After waiting for hours I have given up. Nobody has responded to my emails either. Very disappointing.

Update: 11/01/2022Response to ITB comments below: service”at”insurethebox”dot”com… as detailed on your website.

Date of experience: January 10, 2023

Quick and easy to use serviceGot our insurance for a good price and the engineer came out and fitted the black box within a couple of days. Would recommend these guys.

Date of experience: January 11, 2023

Company sucks literally don’t use them. I wish I went with one of the companies charging me over £3000 for annual insurance then ITB for £1400. It is impossible to get through on the phone. My “portal” doesn’t work. The times I have got through on the phone they ensured the problem was fixed and that I’d be receiving an email and then nothing….I spent 4 hours on hold on the phone to them and the same amount of time waiting for an online assistant until their lines closed. It was 12pm on a Wednesday afternoon and now it’s nearly 2pm and I’m still on hold. The only emails I have coming through are them telling me that I need to add and pay for more miles on my policy or they will cancel. I am currently calling to try and pay but yeah still sat here on hold.

Date of experience: January 11, 2023

Unable to get hold of Customer Support on multiple occasions. I’ve had to deal with Customer Support only once before after a really long wait and having to call them numerous times. I got to admit that my issue was resolved back then, however I’m fed up with having to call multiple times and having to wait for such a ridiculous number of hours to get in touch with someone. In fact, I’ve been trying to get in touch with them for my policy renewal.. no longer sure if I want to renew my policy to be fair. I’ll let you guys decide for yourselves whether you wish to go with it not, but personally very disappointed towards the end of my first year of insurance.

Date of experience: January 09, 2023

Do not use this company. It’s just lies on top of lies. My policy ended and they sent me the “no claim discount” certificate. I HAVE MADE NO CLAIMS in the past year I was insured by them which says so on the form but someone they’ve give ZERO years of no claim discount. There was an issue at the beginning of last year which wasn’t even my fault and as far as concerned it has been resolved. As a matter of fact I was reassured by a staff member that it was sorted but they somehow NOW tell me that it still isn’t resolved. I cannot advised enough how much you should all avoid this company. And trying to talk to anyone is beyond impossible. No one picks up the phone and no one answers on the live chat.

Date of experience: January 08, 2023

Cannot get through on the phone after very long waits! Clearly not enough people employed to answer the phones. Did not acknowledge receipt of documentation having sent an email saying the insurance would be cancelled if the documentation wasn’t sent within a matter of days. Really frustrating.

Date of experience: January 06, 2023

ITB cancelled my block box installation without advising me until after the time booked had passed. Over the course of 4 days I have sat on hold for a total of 3 hours waiting to speak to someone on their customer service number without ever hearing an actual person’s voice. I am looking to cancel my policy and get a refund either via them or via my bank.Although the cheapest option on go.compare I would not recommend dealing with them at all.

Date of experience: December 30, 2022

I started the process of setting up a policy added and confirmed my payment details, then their website crashed. i have not received any confirmations from them or policy information. the money has gone out of my account to them.i have spent several hours over many days now on hold. you simply cannot speak to anyone, their AI chat bot is useless and takes you in circles or just cuts you off.

i have spent hours listening to their god awful on hold music with an interjection apologising about the delays, but no one ever answers the call.

i will never try these cowboys again

Date of experience: January 06, 2023