Help Category: Complaints

The box fitter has not arrived. What should I do?

Please contact the installations team directly on 0121 332 1220.

Why has my quote request been declined?

There are several possible explanations for this – we have certain criteria that we do and don’t quote for and this can be anything from the make or value of the vehicle to your no claims bonus or home address. We do change our criteria on a regular basis so please try again next year and hopefully we will be able to give you a quote.

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I’ve recently taken out a policy, why haven’t I received my Bonus Miles yet?

When you first take out a policy the black box needs 5-6 weeks to collect sufficient data to begin calculating your Bonus Miles. If you still haven’t received any Bonus Miles after this time, please let us know via Live Chat on Your Portal, by email at service@insurethebox.com.

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I see you are using 03 numbers. Do you make money from these?

No – 03 numbers are charged at standard national rates and are often included in call packages in the same ways as 01 and 02 numbers are.  We don’t get a payment from the telecommunications companies for calls to 03 numbers.

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I am not happy with the way my claim has been handled, who can I complain to?

We apologise if we didn’t meet the level of service you expected. We will do everything we can to resolve your complaint immediately – please call our Claims line on 0333 103 0030.

If we can’t resolve the situation over the telephone because we need to investigate the matter further, a full explanation will be provided as to what steps are being taken. If we are still unable to resolve matters to your satisfaction, you can contact the Financial Ombudsman Service on 0800 023 4567.

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How do I make a complaint?

We aim to provide a high level of service and we want you to tell us when we don’t. We take all complaints we receive seriously and aim to resolve them promptly; we welcome your feedback. We will record and analyse your comments to make sure we continue to improve the service we offer.

If you need to make a complaint, please call us on 0333 103 0000.

Alternatively, you can email us at Complaints.Service@insurethebox.com

Or, write to our Complaints Officer at the following address:

Complaints Officer
insurethebox
PO Box 1308
Newcastle upon Tyne
NE12 2BF

Please quote the Policy Number shown on your Schedule and explain the nature of your complaint

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