Emergency Assist Reviews 

Emergency assist is very good we have returned to them after trying some other company who were an absolute waste of time.excellent communication very efficient and the driver of the recovery was so good in getting us sorted
Many Thanks

Dreadful customer service. I was charged over £200 to send out a recovery vehicle on a ‘paid basis’ after a 2 hour wait in a heatwave. The call handler implied I was lying about my vehicle not being recovered to a garage the previous day when it was sat on the drive all day. Avoid using this company - if you are unfortunate enough to use a cheap broker online I suggest cancelling your policy.

***Edit
After Emergency Assist responded below, I emailed them as requested and still have no reply from them 48 hours later. They do not answer phone lines and I am unable to cancel my expensive renewal. They can communicate via Trustpilot but in no other way.

Almost impossible to get through on their phone lines when your renewal price is £20 more than using their website for a brand new quote yet you have never needed to call them out for a breakdown. Incredibly frustrating as there are clear and purposeful barriers to being able to cancel your current subscription or amend it online.

Yesterday I had to wait 4.5 hours for a recovery vehicle to arrive. I made 8 phone calls, each time I was told the truck would arrive in 10 minutes. When the truck eventually arrived the driver went to the wrong end of street and made no attempt to look for my car. Once I had located him, he was extremely rude and aggressive, then drove off. I rang emergency assist and they said I would have to pay £120 for another call out. The following day I rang to cancel my membership which has 11 months remaining and they refused a refund. The worst experience I have had with a roadside assistance company in my 45 years of driving. Appalling service.

Been with this company 10 years and have always experienced great service and support.

I had a flat battery while out at work on a visit which was my fault for leaving something on in the car.
When I phoned for help I had endless questions from the contact who also sounded patronising... I won't be renewing!

Best price. Fast Response.

Rescue arrived well before time . Really happy with the service.

UPDATE: I previously left a review which finally got a response, telling me to email the customer care email. I have emailed that address several times with full details, and they have ignored every single message. Their Trustpilot reply was clearly just a gesture to look responsive publicly.

Same issue as another customer they should be reported to trading standards.

I previously left a review which finally got a response, but it turned out to be nothing more than a gesture email. Since then, Emergency Assist have ignored every email I’ve sent. They have refused to provide the flat tyre exclusion wording they relied upon to refuse assistance. Under FCA requirements, if a company refuses help based on a policy exclusion, they are expected to provide the exact clause. Emergency Assist will not do this — because the exclusion does not exist. The incident was incorrectly logged as an “accident” despite me stating flat tyre several times, and my wife correcting them immediately. Their advisor even told my wife that I had said the vehicle was damaged, which is simply untrue. Had they listened to their own call recordings during their so‑called “full investigation”, they would have heard both corrections clearly. Their claim of a full investigation is false.

Their own website and policy wording contradict their refusal. A flat tyre is not an accident. Their website states they reimburse tyre fitter costs — yet I have still not been reimbursed.

They left my wife, 3 year old and baby stranded with no help whatsoever not even a number for a tyre fitter.

I also requested a refund of the policy as they provided no assistance whatsoever, and this has been ignored too.

The complaints department do not answer questions, do not provide required information, and do not listen to call recordings. They send generic templates and avoid all accountability. This has been ongoing since the 9th of March 2026. Over four months with no resolution.

Based on my experience, Emergency Assist appear to be a scripted call centre rather than a legitimate breakdown provider.

All I have asked for is the bare minimum: reimbursement for the tyre fitter or a refund of the policy. They have ignored everything.

Easy to buy the policy and to understand everything

Trying to speak to an operator is a complete waste of time especially if you need to cancel your policy.I made 2 x 1 hour calls without success.If I could score 0 I would.Take your business elsewhere and the old saying is "you only get what what you pay for".There customer service is absolutely dreadful it really is,beware.

Easy to register definitely value for money

Pick up driver was very friendly and put me at ease.

Regular update calls, easily found my car. Fixed on the spot. Given an estimated time of recovery. Quicker than expected.

Low service

Had to speak to an adviser today regarding renewal and Tyran was very professional and helpful thank you

I chose Emergency Assist in light of their excellent defaqto rating. After not seeing a way to list an additional driver on my (multi-vehicle) policy to note my wife as main driver for her car, I emailed to request this be noted. No reply so far. I tried calling for prolonged periods x2 today to do this direct with customer care, and failed to get through: it honestly seemed as though I was waiting in a non-queue (no periodic messages to say I'm progressing in the queue etc). So: based on my experience so far, I'm hoping I've not been 'sold a lemon'. Time will doubtless tell.

EDIT..
So, 3 days later, I have sent email as suggested by Emergency Assist, and no reply or acknowledgement, nor from my email to nina haine...terrible customer service.

This company send your renewal at a higher level than previously, you then have to ring and try to negotiate. This year I had had enough as for the first time in years , I did try to call them out for a flat tyre but they didn't want to know!! and so I decided to cancel when my renewal was due.. 3 times I have rung, each time listeing to dire music for over 40 minutes before giving up. Oddly, I rang and chose option 1, sales, and got through straight away!! I have now been given an email address to try and cancel the auto renewal, not heard anything back yet, but no way will I use them again, its got worse.

Tyran Stewart from 2gether Breakdown Ins. was very helpful and courteous.