EMaC Ltd Reviews 

★☆☆☆☆

Appalling customer service, a complete lack of financial transparency, and a blatant disregard for legitimate customer concerns.

I strongly advise against using EMaC.

On 30 July 2026, we submitted a formal complaint regarding discrepancies in the documentation and financial administration of a Toyota service plan. The documents revealed inconsistencies in the personal details recorded on invoices, which EMaC itself had previously identified and instructed the dealership to correct.

Despite more than two months having passed, the company has failed to provide any substantive explanation, a complete financial breakdown, or answers to our detailed questions. Instead, we received apologies and assurances that an investigation was ongoing, followed by virtually complete silence.

To make matters worse, EMaC also failed to fulfil a formal Subject Access Request (SAR), despite setting its own response deadline of 27 September 2026. That deadline passed without the requested personal data being provided. We did not even receive notification of an extension.

A company entrusted with managing customers’ money should be able to clearly demonstrate how those funds have been accounted for and answer legitimate questions about its financial records. With EMaC, obtaining even basic explanations has proved virtually impossible.

In my opinion, this level of service demonstrates a shocking lack of professionalism, accountability, and respect for customers.

What concerns me most is not simply the discrepancies in the documentation, but the fact that, after more than two months, the company has either been unable or unwilling to provide a proper explanation.

I would not recommend EMaC to anyone. Based on this experience, I have completely lost confidence in the way this company manages its customers’ affairs.

For the avoidance of duplication this review has been transferred to my main account and deleted on the sub account.

I’m writing this review in the form of a blog. It will be updated as my claim progresses.
So the reason I have given this a one star so far is this.

Following the warranty claim process in my EMaC Platinum Warranty Booklet I took the vehicle to the main dealer where the car was purchased, Startin Peugeot of Redditch. I explained the nature of the fault so as per the process they could obtain an authorisation from EMaC to fix the fault. The fault is quite a basic and an obvious one. The flap on the Charge Port Flap on a Peugeot e2008 should spring open when you press the flap door edge. It doesn't and yes the car is unlocked.

The proposal made to me by Startin Peugeot was that I had to pay a sum of £168 for a diagnostics test to be performed in order for them to submit a report to EMaC. Upon review of the report, EMaC would either accept the findings which could be to reject the claim or issue an authorisation to repair. Startin Peugeot were not in a position to advise what the probability of success would be with my claim.

I don't believe there are any other warranty products out there where you have to pay up front to confirm the product you have purchased is faulty when it clearly is.

My was to call EMaC, the Administrator of my Agreement. The call is answered promptly by an automated prompt system where via various menus you make approximately 500 decisions. Where eventually you run out of options and get directed back to your main dealer, Startin Peugeot of Redditch.

My next step after starting this blog is to write to the Managing Director at the Administrator of my Agreement seeking information as to:

1. Why the Agreement doesn't clearly state that there is an upfront charge into entering into this process with the main dealer and the approximate value of this charge.

2. Based on previous warranty claims, whether they determine a faulty flap on the Charge Port to be a warranty repairable fault or where and tear and a non-warranty fault.

Update 1.
Submitted my Customer Complaint to the Director of Operation as to my concerns over being charged to commence their warranty process whilst not being part of their agreement to do so. An automated confirmation received a few minutes after sending email. Let see what happens next.

Update 2.

As per the reply by James, my wife confirmed with James she was authorising me to deal with the warranty claim. So far no confirmation from James it is being dealt with so will pop them a chaser email and try the phone system again.

Hello James, you don't seem to love me anymore. No flowers, calls or emails. Not even a response here. Anyway, I've just emailed Liam Finney to ask him to have someone respond to me. Having to spend £168 on a diagnostic machine to confirm the Charge Flap is not working problem seems to be a bit over the top don't you think? Especially as it is a known issue on the Peugeot e2008

Update 3
Well it was not a love letter I received from James but a nicely worded Dear John letter from Nile.

In short my complaint against EMaC was not upheld which didn't surprise me. EMaC quite rightly pointed out in:
Clause 10. "The cost of investigation work can only be authorised by You, and You will remain responsible for meeting that cost in the event that the repair is not covered by this Agreement."

I should have done a better job of AI reading the small print before agreeing to take out this extended cover. AI would have advised me to reach agreement with the dealership as to a maximum figure for any investigation work before signing up for the car and extended warranty. I'm now at their mercy and for a small job (and well known issue on Peugeots) it is £168 I don't feel a commonly known fault warrants this size fee.

Since EMaC or Startin won't advise me if they had previously settled such a claim then the risk of the investigation cost is all mine.

Conclusion.
You have to make your mind up yourself however I don't believe that the cover you get from EMaC or the support you get from Startin to make the claim make this product good value for money. This review will remain a one star as the product based purely on my experience!

Realised Direct Debit not taken out for some months. Very pleasant lady put it right in a matter of minutes. Thank You for such prompt service.
Just hope I have the same prompt service from the garage when servicing my vehicle.

The Call Handler I spoke to, Kate, was extremely helpful and in my opinion went above and beyond to assist me with my enquiry by even calling the Car Dealership Service Department on my behalf. Her customer Service skills were exceptional and she is a credit to EMaC Ltd.

The customer service rep was pleasant very helpful and professional.

Apart from having to navigate the ‘push button’ gate guardians at the start of the process my request was swiftly and professionally handled. Many thanks.

great the person who answered did a brilliant job of sorting out my problem in seconds i would definitely recommend this company also very polite and friendly

My experience with EMaC Ltd today was an extremely pleasant one.
I spoke with Jason, who was very knowledgeable, helpful and amenable.
His advice was particularly useful in resolving the situation which I had found myself in.
Much appreciation to him.
Thank you 🙏

Had to cancel policy as I couldn’t transfer it. The operator was pleasant and extremely helpful and sorted a refund with no issues

My phone call was answered very quickly. Both members of the team who dealt with my query were extremely efficient, helpful and friendly.

Very helpful and acted very professional

The gentleman that took my call was very helpful and looked into everything fully for me so there were no errors in cancellations. Fantastic service

Very clear and informative

Still waiting for the “urgent attention” promised

I’m updating my original review because, following EMaC’s response, I provided all the information they requested, including the details needed to locate my plan.

Their response publicly stated that once they received this information, they would be happy to review my complaint with “urgent attention.” Unfortunately, despite providing everything requested, I have still received no further response or update whatsoever.

I gave EMaC the opportunity to look into the matter and resolve it, but once again I’m left chasing for a response.

I’m extremely disappointed. The original issue was already frustrating enough, but being asked for information, providing it promptly, and then receiving no follow-up makes the situation even more disappointing.

EMaC — I have provided the information you asked for. I’m still waiting for the promised review and a response regarding the £660 I paid for a service I was unable to use.

At this point, I simply want someone to actually deal with my complaint and provide a proper response.

Very disappointing customer service.

Wonderful. I think I spoke to Jacob, he was so friendly, kind and sorted everything that I needed. He couldn’t do enough. Thankyou so much :)

I used EMac for my service plan on 2 previous Kia proceed cars had no issues at all.
Was straight forward getting first plan transferred from one car to the other instore at my local dealer who did everything for me (what a guy)..
I only cancelled as I changed vehicle as I needed something not as low to the ground.
Cancellation was very easy and straightforward over the phone lady was very understanding 10/10
Sorted everything out there and then cancellation/refund of leftover moneys in pot.

Dealt with Jason this morning and he was terrific. He dealt with my query efficiently and left me highly satisfied with the outcome.

I’m disappointed with my experience with this repair plan.

I reported two separate scratches on my car. I was told that neither was covered because the damage was considered to involve ripples or major dents.

I have since taken the car to a body shop for an independent assessment. They confirmed that one scratch does have a slight dent, but the other scratch has no dent at all.

I therefore find it difficult to understand why both repairs were declined on the same basis. I would have expected the two areas of damage to be assessed separately and the terms of the repair plan to be applied accordingly.

I have now cancelled my plan and will not be using this company again.

I contacted EMAC with a query which was dealt with effectively and efficiently, thank you.

Great company to deal with, helpful and friendly staff.
Will use them again today when we pick up our new car