Emergency Assist Reviews 

Very good price and service

You get what you see and at a very good price .

The price is fantastic

Im delighted to be back with Emergency Assist. I had been with them for 10 years and the two occasions I had to call them out during that time, they arrived within 1 hour and got me home safely. I rate them much higher than all the others

Shocked at the huge increase of the premium.
Like any insurance, it cannot be judged until one experiences a claim situation.

Very good price and easy to cannot review it properly yet until I need the breakdown service.

Very easy and the run down was simple to follow right to the finish

Good value cover

Simply awful service.
Impossible to reach on the phone and never reply to emails.
Waited more than an hour to get through on the phone. Don't waste your time and money.

Online information ok but felt a need to phone to check a couple of things. Operator was very helpful and efficient and I ended up taking cover for a year. I would give 5 stars but as I’ve not had to call them out yet (and hope I don’t have to over the next year!), at this stage I can’t comment on that part of the service. Should it happen and that goes well too, I’ll be happy to give a 5 star rating.

Kept in touch until arrival and arrived early. Driver well equipped, knowledgeable and helpful. Sorted problem and departed.

It's the first time I used Emergency Assist and I was very pleased with the service. I'm pleased i chose you

I have given 2 stars because I liked how cheap the breakdown cover is compared to other companies. However, I sent a message asking if I could be sent a paper copy of my documents, this was on Tuesday 21st July. I got a reply today, Thursday 23rd July, saying they could send a paper copy if I paid an extra £5.50 or I could print it myself. I think the extra charge is unreasonable and I don’t have a printer. I also don’t have a smart phone, so, I can’t access my documents if I do break down and need assistance. So, thanks for not a great deal Emergency Assist Ltd.

I never imagined that paying for breakdown cover could result in being abandoned at the roadside with my 98-year-old, extremely frail father during extreme heat.

Our vehicle suffered a genuine mechanical breakdown. Instead of providing assistance, we were told our policy didn’t cover the incident because when we noticed an overheating issue, we had attempted to add coolant. We had performed ‘unauthorised DIY’
They then accepted this was unreasonable but could only recover vehicle to a local garage which I would have to arrange myself. Not sure what their job is then? We would also have to arrange our own travel home.

The main issue was I had a vulnerable 98yr old frail passenger in a broken down vehicle in this heat. I informed them repeatedly of this.

EA then informed me our policy didn’t cover home recovery! It definitely does! They could arrange a recovery vehicle for us but it would cost £600! We were c. 1hr from home.
I asked to escalate to a manager and awaited a call back. The manager called back 24 hours later!

In the meantime I, of course had to make alternative arrangements as there was no apparent consideration of my elderly passenger’s welfare, we were simply left to fend for ourselves.
We incurred additional expense and unnecessary stress while the company accepted no responsibility. The amount we paid separately for recovery was a fraction of the extortionate amount EA were trying to charge us.

On arriving home I eventually spoke to another call handler who apologised for our experience. He explained that we had not received a manager call back as their shift had ended but someone would call the next day!
As far as they were concerned we would still be sitting there waiting for assistance but they’d gone home?! In reality we would have been at a local hospital with my father and this could have had a far worse outcome. Thankfully we had the resources to make our own arrangements.

Breakdown cover is purchased for peace of mind when the unexpected happens. In our case, when we needed help most, none was forthcoming. My overriding impression is not simply the refusal to recover the vehicle, but the complete lack of care shown towards a vulnerable passenger.

The true measure of a breakdown company is not how easy it is to buy a policy, but how it treats customers when they are at their most vulnerable. On that measure, this company failed us completely.

Edit: there appears to be an automatic response when a customer posts on trust pilot. I have already contacted EA by phone and emailed a formal complaint twice since Tuesday. No response.
Do not use this company
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Amazing experience from start to finish. Two other ‘named’ companies were sighting an over two hour wait and took over 15 mins to answer. These guys were calm, helpful, supportive and efficient- nothing was too much trouble. They called back when they said they would and the breakdown provider they used Ben from NBL Nottingham Breakdown Ltd was amazing and even arrived an hour early- nothing was too much trouble and he made my son and I feel like precious cargo- will be recommending to all my friends- thank you!

Great communication, easy to get sorted and so reasonableble in price. Called out once and was with us jn 30mins.

Great price for extensive coverage.

Very easy to renew my policy and to change my address