I’m extremely disappointed with EMaC’s handling of my cosmetic plan claim.
I opened my request in July 2025 (REF BKG001-740056, CRM 0733000004234) and the process has dragged on for months with no clear resolution. I was repeatedly asked to provide additional photos and details, which I did in good faith thinking it was to help approve eligible repairs. Instead, the outcome has been confusing and inconsistent.
Most concerning: I received communication that my alloy repairs were authorised (ref RR00098833), but later I was told the alloys were declined due to “corrosion”. No clear evidence was provided to support this, and I hadn’t even cleaned the wheels before the photos, so normal road grime could easily have been misinterpreted. I asked for clarification and written confirmation of what exactly is authorised vs declined.
For the bodywork, I’m not asking for full resprays or expensive body-shop work. I only wanted the most noticeable cosmetic scratches/scuffs improved, but the guidance on what is actually covered has been unclear. As a non-native English speaker, the email chain made it even harder to understand what was being declined and why.
Overall, the experience felt like poor customer service: long delays, unclear limits, and contradictory decisions. I would not recommend this plan unless you are prepared for a strict interpretation of cover and a frustrating claims process. I will definitely consider this experience when renewal is due.
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We work in close partnership with vehicle manufacturers and dealerships to strengthen their aftersales relationships with their customers, creating positive experiences that lead to increased loyalty and greater revenues. We call this ‘Ownercare’. The core of the business is service plans: with a live book of 1.8 million customers we are the acknowledged UK leader.See more
