Emergency Assist Reviews 

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

Excellent customer service. I spoke with Chrissie and it was genuinely refreshing to speak to a real person who was friendly, helpful and knowledgeable.
Excellent competitive pricing.

Christine was super helpful with my renewal query , fantastic customer service, thank you

I have had this cover for two years and was very happy with the price. Never had to use the service as never broke down. This year i didn't receive an email reminder and notification of price for 3rd year of cover. An amount of double the previous years price was taken from my bank on 14th July when cover was due to start on 17th July. As I no longer have a car I thought it would be easy to cancel the cover. WRONG......despite emailing the advertised email address no less than 3 times and sending a further 3 messages on the contact us section of the website over the last 8 days I am yet to receive a response let alone a refund for cover that is not required. I am not able to call to cancel as I work 9 to 5 and lines-are closed outside of this and at weekends. I am glad I didn't have to use the service for a breakdown as if this is the level of service provided I would still be by the roadside waiting. I would love a response from someone regarding their woeful customer service. Regards from a very unhappy customer. UPDATE Saturday 25th July 2026.....I emailed the address given in the comments below and STILL NO RESPONSE OR REFUND. This is such bad customer service. Happy to take your money but not interested once they have it. FURTHER UPDATE Monday 27th July...A full refund has been received.

Qwick and easy

Process straightforward

Great value compared to other providers.

Excellent value for money and so easy to apply for.

Options clearly explained, quick and easy to sign up, competitively priced

Hope to find out how good.if callout is a good response.

I would never use this left alone female for 5 hours in a dark carpark which meant I had to get an uber back to London at 1am cost £150 and no reply to my complaint or monies owed please can someone assist with this?

So a finally had a reply not withholding my complaint and no apology just disgusting! Please don’t use these cowboys

I strongly advise against using Emergency Assist for breakdown cover.
I’ve been a customer for over four years and had never needed to make a claim until last month, when my car broke down. Despite paying in full for a nationwide recovery policy, they refused to provide the level of cover I had paid for.
Instead of honouring the nationwide recovery, they would only recover the vehicle up to a local garage and cover just two passengers. I was then told that every additional passenger would have to pay £40 each. This is completely unacceptable and bears no resemblance to what I believed I had purchased.
To make matters worse, the call handler was dismissive, unhelpful, and showed very little concern for our situation. Rather than trying to resolve the issue, they simply repeated the restrictions without offering any meaningful assistance.
We were left stranded on the motorway for hours on an extremely difficult day, and the recovery service we had paid for was not provided as the policy wording led us to expect. What’s the point of paying for breakdown cover if you’re left to fend for yourself when you actually need it?
Based on my experience, I cannot recommend Emergency Assist to anyone. If you’re looking for reliable breakdown cover, I’d suggest choosing a provider with a proven reputation, such as RAC or AA. Spending a little more is worth the peace of mind, because when you break down is the worst possible time to discover your policy doesn’t deliver what it promises.

I’d give you no stars if I could!!!!
I tried to renew my cover from the link you sent me. The link wouldnt work and so had to start from scratch with a new cover. Recently broke down and asked for help. You wouldn’t help me because my cover was not renewed and is now from a brand new claim. (I’ve been a customer for several years!) and the cooling off period had not kicked in yet. I asked if there’s anything you could do to help me as I was in trouble with a broken down car on a very busy main road. Was told no and that was it. I was left stranded with zero help or suggestions. I’m not happy and seriously thinking about canceling my cover with you and going with someone else.

I've been with EA since 2025 & have been great when I've needed their assistance.
Invoice sent for breakdown repairs & payment received within a few days.
7* highly recommended.
Thank you.

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