New protocol following Government advice allows engineers to fit black boxes for customers again – safely 

The telematics insurance pioneer, insurethebox have resumed their black box fitting appointments after reviewing the current guidelines imposed by the Government and existing safety measures.

This follows the pausing of all engineer appointments to safeguard customers, and conform to social distancing protocol set out on 23rd March. Since this date, the insurer has worked with its suppliers to evaluate measures going forward, and review processes involved for commencing appointments for customers in a safer manner.

The reviewed method has meant organising Personal Protective Equipment (PPE) for every engineer, alongside enforcement of social distancing rules which limit human interaction, both with other engineers, and customers alike.

Within the revised process:

  • Engineers are equipped with disposable gloves, face masks, antibacterial spray, disinfectant hand rub, water dispenser and hand wash.
  • Any engineer showing symptoms, or living with someone showing symptoms, will self-isolate immediately.
  • Engineers will travel alone. Anyone normally sharing a van for training or mentoring purposes will be working alone.
  • During the appointment, the engineer will keep a 2-meter distance from the customer at all times.
  • During the appointment, the engineer will spray and disinfect any surfaces they have touched or worked on, including the customer’s car keys.

Gary Stewart, Service Manager at insurethebox states: ‘The safety of our customers is our main priority. We have been reviewing all processes going forward and what we can effectively do to keep the same quality of product for all customers.’

‘At every stage, we have looked at Government guidelines and how we can develop in line with these, and it was important to both halt these appointments during the peak of the crisis as well as resume with a revised service so that customers’ wellbeing remains protected.’

Despite the nationwide lockdown, the insurance provider has adjusted to provide customers with support, and increased its communications to help new and existing customers with relevant queries.

‘We always aim to be transparent with our customers and communication has become increasingly important to help inform of what to do in these unprecedented times.’

Whilst it is important to get every customer set up with a black box to support safe driving, engineers remain in close contact with customers if they were to show symptoms of Covid19 or choosing to self-isolate.

‘Our customers have been reacted positively to the revised process during the first weeks with thousands of appointments made and attended safely already. This is encouraging feedback for us, showing the importance of transparency and a customer-first approach’, Gary Stewart.

Upon installation of a telematics box in a vehicle, insurethebox uses individuals’ data to monitor driving behaviour of customers, to determine the risk and tailor communications to help customers manage their driving behaviour. Customers who have purchased with the insurer during the recent period have remained insured under their current policy, awaiting engineer appointments.



Media enquiries to:
Pihla Hellgren // Nathan Manley

Notes to Editors


Insure The Box Limited launched in June 2010 with its first product, insurethebox, and now holds over 5 billion miles of driving data and associated claims. As well as insurethebox and drive like a girl (another Insure The Box brand) it also administers other telematics offerings. insurethebox is owned by Aioi Nissay Dowa Europe Limited, part of the major Japanese insurance group MS&AD Holdings, Inc. The group is taking a leading role in the development of technologies that will change the face of motor insurance and the way we view the car.