Review Time
Pathetic policy absolutely useless.
Firstly the phone numbers do not let you press 1, 2 etc to select the correct department.
I pay £100 a month maintenance which includes accidental tyre damage cover. I got a flat tyre and since I have been passed from pillar to post for the last two days, I call, am passed through to someone who says they cannot help and the process starts again. I have spoken to over 50 people and am no further forwards. I have a flat tyre and can't get it sorted out. I have been told to 'go to kwikfit' I have a flat tyre. Kwikfit say they cannot get the tyre requested.
SOMEONE HELP ME PLEASE
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.
Awaiting a response for 4 years. Totally cocked up the service plan was 2 yearly when it should be yearly. Jaguar and myself have contacted them since 2023 no response I have thrown away at least £600. Last contacted them on 24 February still awaiting a response. Legalised theft.
I had the cosmetic plan when I bought my Volkswagen Passat and paid £500. After helping my son move house there appeared some scuffs and scratches on the rear bumper so I applied a claim to have them treated and repaired and filled an online claim form which was useless as it did not work so I sent an email along with a description and photographs of the damage, also I measured the damage to comply with the company,s precious Terms And Conditions.
I estimated the cross sectional area of damage to be less than the cross sectional area of a circle the size of 30cm but my claim was refused at least 3 times. Because my photographs show other marks outside of the 30cm diameter they rejected on the grounds that the damage extends beyond their 30cm maximum even if I only want a certain amount of area repaired. So by their own t/c,s if I only have one mark within a 30cm diameter that needs repairing and they see another mark outside this area the claim will be refused on the basis that the damage extends further than the 30cm diameter. On a 6 year old car I can take a picture in any one area of 30cm diameter and I'm sure I'll pick another mark outside of it so this plan is absolutely not of any worth whatsoever so don't ever touch it.
I have asked for my money back and have not had any answer to that question whatsoever.
Leave well alone.
I had the cosmetic plan when I bought my Volkswagen Passat and paid £500. After helping my son move house there appeared some scuffs and scratches on the rear bumper so I applied a claim to have them treated and repaired and filled an online claim form which was useless as it did not work so I sent an email along with a description and photographs of the damage, also I measured the damage to comply with the company,s precious Terms And Conditions.I estimated the cross sectional area of damage to be less than the cross sectional area of a circle the size of 30cm but my claim was refused at least 3 times. Because my photographs show other marks outside of the 30cm diameter they rejected on the grounds that the damage extends beyond their 30cm maximum even if I only want a certain amount of area repaired. So by their own t/c,s if I only have one mark within a 30cm diameter that needs repairing and they see another mark outside this area the claim will be refused on the basis that the damage extends further than the 30cm diameter. On a 6 year old car I can take a picture in any one area of 30cm diameter and I'm sure I'll pick another mark outside of it so this plan is absolutely not of any worth whatsoever so don't ever touch it.I have asked for my money back and have not had any answer to that question whatsoever.Leave well alone.
Apparently they don't do what they used to do and sort a service plan out for you I think it's all online This is what I understand from a conversation I had with Emac staff. He cancelled my existing plan for me and said I could cancel my DD. I now do not have a service and MOT plan. I have been with them for approx 30 years and been very happy with it. Now no idea what to do think I have to visit the garage I choose and they will do it or go online I haven't tried either yet. I think I need another chat with Emac.
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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
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