Stephanie George

Review of Coverbox Insure Limited

Bad start to a relatively new policy I'm afraid. I...

Bad start to a relatively new policy I'm afraid. I started cover on 28th April and subsequently got a call as promised a few days later to fit the device. This was arranged for 11th May (their earliest available date) and the engineer arrived promptly and was efficient. He photographed my proof of NCD and my driving license, I signed electronically and he was on his way. The following day I tried to access my "dashboard" but each time I tried to login I was diverted back to the homepage. I wasn't too concerned at the time as it was only 24 hours since the installation. The following day, the 13th, I received an email warning me that my cover would be cancelled if I did not have a device installed within 7 days. I emailed their enquiries email address to explain that my device had been fitted 2 days prior and that I was unable to access my dashboard and requested assistance. I received an auto response but have not received a reply to this. I then followed this up with a phone call to customer services on 17th to advise that I was struggling to access my dashboard, the representative told me that they would reset my dashboard and I would receive an email to advise me of this. I asked for an appromixate timescale and she said "I'm afraid I can't give you an exact timescale". I hadn't asked her for an exact timescale. I still have had no email or reply. It is now the 20th of May and I still am unable to access my dashboard, I have no idea if the device is active and was woken at 5am by an email from Coverbox to give me 7 days notice for the cancellation of my policy. Very disappointing customer service... And of course hugely concerning that come next weekend I may have no insurance.

I find it awfully convenient that they were unavailable to fit the device until I was 13 days into my 14 day cooling off period. I suspect that I won't be getting any funds returned to me when the cancel my policy next week!