Emergency Assist Contact Infomation

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.

NEVER USE @Emergency Assist Ltd Motor Breakdown

I put the wrong fuel in my car on Thursday at 6pm. I pulled onto the busy roundabout at High Wycombe above the M40 in the rush hour and came to a kangaroo halt. I was in the middle of the roundabout with cars hurtling up behind me for over an hour. I had my 86 year old mother with me who had just had a full knee replacement who I was bringing back from the hospital. I called emergency Assist and said I had a Premium contract and wanted to be towed home. I was told that they would only tow me 24 miles and my house was 27 miles away. I asked what alternative there was and they said I needed to give them a more local address. I asked them to recommend a local garage if there would be one open but they were not able to help me locate one – they told me to use yell.com … from a packed roundabout above the M40 in the rush hour with my 86 year old mother.

They said the alternative was that they could tow me home for a cash contract to be paid then and there – for over £440. I said that was no solution and they needed to come up with a solution. The guy on the phone said he couldnt help and that only a supervisor could and there wouldnt be one available until the next morning. They left us totally stranded. The police had to tow us off the roundabout and then the @Fuel Doctor team stepped in – and were amazing.

Please, if you have your breakdown cover with Emergency Assist Ltd, change it – they will not rescue you. I didnt take out the policy for our cars. I didnt therefore check the reviews – which are all DISGUSTING! This is them:
https://emergencyassistltd.co.uk/breakdown-cover?utm_source=google&utm_campaign=brand&utm_source=google&utm_campaign=EmergencyBreakdown&gclid=Cj0KCQjwz7C2BhDkARIsAA_SZKbJC-7_7eIQSmLsKAp6_KyKt8im7oZEQKfwTWVISLGuSnR7SyK5T2IaArCpEALw_wcB

Can only comment on the website signing up process, as only joined yesterday 25/12/2022. Very straightforward to do, even for a dinosaur as far as tech goes. Price is very important to me & the overall cost was very competitive compared to others.

This is my second year with emergency assist recovery service and with my car breaking down on Friday, I though this would be sorted pretty soon. This is obviously not the case. …

I had been in an accident on the motorway. I called and had to wait 30 mins for the call to be answered. I was then asked to hold for 10 seconds, and 5 minutes later I got to speak to someone. Only to be told that we do not cover accidents …

I am still waiting for a reply to email sent 18/11/22 to sort out a complaint regarding non pick up at breakdown, when requested .Call staff refused to send help as I had no means to prove I had Insurance, which is not a requirement …

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.

NEVER USE @Emergency Assist Ltd Motor Breakdown

I put the wrong fuel in my car on Thursday at 6pm. I pulled onto the busy roundabout at High Wycombe above the M40 in the rush hour and came to a kangaroo halt. I was in the middle of the roundabout with cars hurtling up behind me for over an hour. I had my 86 year old mother with me who had just had a full knee replacement who I was bringing back from the hospital. I called emergency Assist and said I had a Premium contract and wanted to be towed home. I was told that they would only tow me 24 miles and my house was 27 miles away. I asked what alternative there was and they said I needed to give them a more local address. I asked them to recommend a local garage if there would be one open but they were not able to help me locate one – they told me to use yell.com … from a packed roundabout above the M40 in the rush hour with my 86 year old mother.

They said the alternative was that they could tow me home for a cash contract to be paid then and there – for over £440. I said that was no solution and they needed to come up with a solution. The guy on the phone said he couldnt help and that only a supervisor could and there wouldnt be one available until the next morning. They left us totally stranded. The police had to tow us off the roundabout and then the @Fuel Doctor team stepped in – and were amazing.

Please, if you have your breakdown cover with Emergency Assist Ltd, change it – they will not rescue you. I didnt take out the policy for our cars. I didnt therefore check the reviews – which are all DISGUSTING! This is them:
https://emergencyassistltd.co.uk/breakdown-cover?utm_source=google&utm_campaign=brand&utm_source=google&utm_campaign=EmergencyBreakdown&gclid=Cj0KCQjwz7C2BhDkARIsAA_SZKbJC-7_7eIQSmLsKAp6_KyKt8im7oZEQKfwTWVISLGuSnR7SyK5T2IaArCpEALw_wcB