GEM Motoring Assist Breakdown Cover Reviews
Latest Reviews
★☆☆☆☆
“Unbelievably poor service ”
Written on: 20/05/2013 by Victor20
I have been a member of Gem for about 12 years and in recent years I have needed to use them on three occasions the shortest wait was 2 hours next 2.25 hrs and the last time 3 hours when the recovery driver arrived he was not interested in repairing the car only how was I going to pay as they could not take card payments on Sundays however he would happily take me to a cash point but after contacting his office they decided to allow him to recover my car to my home when I could then pay in... (read more)
★★★★★
“Excellent Customer Service”
Written on: 13/05/2013
Fantastic excellent very efficient customer service, I posted the receipt and claim form for the recovery bill on the Tuesday and the money was back in my account by the Friday, not only that I was emailed on the Wednesday to say my claim had been received and money will be in my account within 3 days. You cant get any better service than that. I have been a member for 15 years and we definitely be staying a member!!! Thank you GEM excellent service (read more)
★★★★★
“quick and efficient”
Written on: 26/04/2013 by whammo (1 review written)
Whilst having a weekend away we had problems with our car (and a lack of brakes). We phoned around locally to where we staying and nobody was able to help us. We phoned Gem as we had a membership with them and they promptly and efficiently answered the phone and took relevant details. They advised us that somebody would be with us within the hour. We then received a text confirming this. Sure enough the tow truck arrived within the hour. I say tow truck as they had aready advised us on... (read more)
★☆☆☆☆
“Useless ”
Written on: 22/04/2013 by Tunkashila
1st time I called them out in 2 years after some forced me into the crash barriers on m25 I waited 2 hours. Gem states that they do not use 3rd party. In my case they used 3 different people then after dropping me off took vehicle to wrong place the repairs were waiting for it but was not taken there. Yet another firm green flag were supposed to pick it up Monday morning to take it to the right place but never picked it up until 4. 30 so lost another day off repair time. Gem are no cheaper... (read more)
★☆☆☆☆
“Breakdown? 3 hour recovery!!”
Written on: 19/03/2013 by AnnaRebeccaford1
I have had to rely on gem twice recently. Both times it took over 3 hours for a driver to come out and as they were so late they couldn't get the car to a garage that was open (for a flat battery and then for a wrecked tire) Added to that call staff who apparently couldn't care less? I have no confidence in their service and will cancel my cover with immediate effect. A shame, as the app, magazine and complaints dept are pretty good. But what's the point if they can't provide the basic service? (read more)
★☆☆☆☆
“sharp practice”
Written on: 20/07/2012
This is a pay and reclaim service - when GEM booked a recovery for my vehicle, I paid the carrier accoringly, and tried to reclaim. GEM refused to pay me in full for the service that THEY had booked saying it was too expensive! (read more)
★★★★★
“Called them PLENTY of time and A** everytimeee!!!”
Written on: 05/02/2012 by fab_ash (2 reviews written)
I sued RAC and AA before BUT Gem is by far the bestttt service. They dont ask you 21 questions,, I have the Recovery Extra, called them for a tow, breakdown (battery flat), Passenger in my friends car and everytime they have been amazingggg... I will definitely be renewing with them. I dont know why people have bad experiences with them, the main reason I can think of is because they out source the services and maybe the recovery in their local area is not up too scratch. But Gem themselves... (read more)
★★★★☆
“Good service”
Written on: 03/02/2012 by MrsYusof
My car broke down last 2 weeks while I was driving. Suspected timing belt problem. Called GEM and they send someone after nearly an hour but satisfied with the service. Sent a claim and get a cheque after few days. Thanks! (read more)
★☆☆☆☆
“Despite what their web site and their customer service...”
Written on: 26/04/2011 by raead (1 review written)
Despite what their web site and their customer service staff say beware. We have Recovery extra the top level of cover. My wife broke down when she was driving alone at night and logged a breakdown call. She received a text to say someone would be with her within the hour. Where's the average 40minute response? Anyway one hour later no one has turned up and on the second call my wife is told either the recovery vehicle has been sent to the wrong location or has gone to the wrong location... (read more)
David Williams Mbe's Response to raead's Review
Written on: 23/05/2011
I was very concerned to read the comments from ‘raead’.
<br/>
<br/>GEM Motoring Assist prides itself on its excellent service to members and indeed as winners of the Auto Express Driver Power Survey in no less than 3 of the last 4 years our service levels have been independently acknowledged.
<br/>
<br/>However, sometimes things do go wrong and we are always anxious to hear about such incidents in order that we can thoroughly investigate them and rectify any faults.
<br/>
<br/>Regrettably we can find no record of the incident outlined by ‘raead’ and do not seem to have received any details of the problem encountered.
<br/>
<br/>Any GEM member experiencing any problem with our award winning service can contact me direct and I will ensure the matter is thoroughly investigated. Telephone: 01342 825676
<br/>
<br/>David Williams MBE FIRSO
<br/>Chief Executive
<br/>
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Bikerchick's Response to raead's Review
Written on: 02/09/2012
I have just read this and can say I had exactly the same experience in November 2011. Came back from Holiday at Manchester Airport to a flat battery, I called GEM who after an hour had not turned up only to be told the recovery vehicle had been sent to the wrong location!!! I had clearly stated which car park I was in but it took 1.5hrs for someone to turn up, Not what you need after a long haul flight. I am now about to re new my breakdown cover but it wont be with GEM.
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★★★★★
“My car wouldn't start at home last Monday. Called GEM...”
Written on: 15/02/2011 by sonofdavid (2 reviews written)
My car wouldn't start at home last Monday. Called GEM who had a helpful local mechanic attend within 30 minutes. He quickly identified the problem and within another 30 minutes had me up and running. I sent my claim form the following day and received my cheque 2 days later. I have been a GEM member for 9 years and this is the first time I have used them. Hopefully it will be my last, but I am now much more confident should the unforeseen happen, especially now that my daughter has started... (read more)
See next 10 reviews
Showing 1 - 10 of 27 Reviews
★★★★★
“i have been with gem for 3 yrs find them exallent in...”
Written on: 19/01/2011 by 5678marys (2 reviews written)
i have been with gem for 3 yrs find them exallent in all aspects.The chqs are sent out almost by return post once invoice is received being on a tight buget i find this a great assit.Many thanks GEM. mary smith (read more)
★★★★★
“I have been a member for six years and have not been...”
Written on: 08/12/2010
I have been a member for six years and have not been able to fault the service, speed of response and helpfulness of the people attending on the two occassions that we have need to call. The price is excellent and the level of cover is just right for our situation but check that it covers what you want. It's more than a breakdown service more like a club and the additional benefits and magazine are excellent. I have recommended to friends several times. (read more)
★☆☆☆☆
“I changed to GEM from the AA because their renewal...”
Written on: 02/10/2010 by bov35 (1 review written)
I changed to GEM from the AA because their renewal prices just kept going up every year (I have the maximum family cover for me, my wife and my 2 daughters) and it always took a phone call, threatening to go elsewhere, for them to give me the discount that they offer to new customers. Last year they refused to lower it so...bye bye AA, hello Gem.
Can't really fault the service with GEM but, when I needed them most, I was kinda let down. My daughter was a passenger in a car that broke down on...
(read more)
Guest's Response to bov35's Review
Written on: 04/02/2012
To be fare to Gem their documentation clearly states that they do not cover breakdowns in which members are passengers and the car is not owned by them. I believe it does cover if the member is driving a car not owned by them.
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★★★★☆
“I've used their reclaim service twice now, once for a...”
Written on: 05/07/2010
I've used their reclaim service twice now, once for a breakdown and the second time for recovery after the suspension was damaged. The speed of response, ability of the mechanic to fix the problem and the efficiency of the refund for charges were all excellent. Best value for money in the market without doubt; the GEM staff are very pleasant to deal with and on both occasions I had my money back within 48 hours. (read more)
★★★★★
“I paid for my daughter to have cover with GEM and got...”
Written on: 08/06/2010 by redjulie12 (1 review written)
I paid for my daughter to have cover with GEM and got my other daughter covered also in the price. Used them for the first time last week by calling them out to our home address. Response time was under 1 hour with a local garage being sent to us. I had to pay the garage that attended and then downloaded a claim form from GEM's website and sent my receipt off to them . Cheque received back from them within a few days, fantastic service !Would definitely recommend GEM (read more)
★☆☆☆☆
“My car has a puncture repair kit rather than a spare...”
Written on: 21/04/2010 by angelluch (1 review written)
My car has a puncture repair kit rather than a spare tyre. i didn't want to do this myself so I called for assistance and I was told someone would be there in an hour. The recovery guy said that the hole was too big to be repaired and that I had to be recovered but he finished in 10 mins. I then had to wait 30 mins whilst he called the office to get recovery confirmation. Apparently he couldn't do the job because he was finishing and had been working 12 hours so they were sending someone... (read more)
Gem Motoring Assist's Response to angelluch's Review
Written on: 24/05/2010
GEM Motoring Assist prides itself on its excellent service to members and indeed our winners and runners up positions in the 2008 and 2009 Auto Express Driver Power Surveys independently confirm this.
<br/>
<br/>However, sometimes things do go wrong and we are always keen to hear more about such incidents in order that we can thoroughly investigate them and rectify any faults.
<br/>
<br/>If we had been informed about the problems experienced by 'angelluch' we would most certainly have taken action.
<br/>
<br/>Any GEM member experiencing a problem with our service can contact me direct. Telephone 01342 825676.
<br/>
<br/>David Williams MBE FIRSO
<br/>Chief Executive
<br/>GEM Motoring Assist
Reply to this comment
Bov35's Response to angelluch's Review
Written on: 02/10/2010
I found this review very helpful because... In part, it mirrors my experience with GEM.
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★★★☆☆
“Beware, I sold my car and there was 8 months left to...”
Written on: 25/01/2010
Beware, I sold my car and there was 8 months left to run on the policy and Gem were unwilling to offer me any refund whatsoever. They also confirmed that refunds are not given, even partial, if you try to end the policy after 14 days of the start date. So if you crashed your car 3 weeks after taking the policy out, you're stuffed! (read more)
Liathac's Comment
Written on: 08/02/2011
I found this review not helpful because it doesn't make any sense. If you crash your car, your insurance co should deal with the fallout. When you get a new car, your GEM policy will provide cover until renewal. If thats not suitable, read the small print before taking out a policy. Don't assume..............
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★★★★★
“Excellent service. I called and was told that a...”
Written on: 04/01/2010 by mikeb3000 (1 review written)
Excellent service. I called and was told that a recovery vehicle would be there within the hour. I then recieved a text message letting me know the name of the recovery truck co (good idea for lone females at side of the road to know who is picking them up!). Was duly picked up by a local recovery company. I was very keen on the idea that the 'wrok' ends up in the hands of a local company. I had always used the RAC and had no problems, but this was much cheaper, and even quicker. (read more)
★★★★★
“GEM Motoring Assist - really good customer service...”
Written on: 03/12/2009 by JoPoJo (1 review written)
GEM Motoring Assist - really good customer service when took out the policy, people who actually talk to you on the phone. Also, I've been really impressed with the recovery companies that they send out - we've broken down twice, once we got recovered by Midhurst Engineering and the next one by National Rescue - both were fantastic, quick and highly competent. Also, very friendly and helpful, good local knowledge of the garages we wanted to be recovered to and also dropped my husband back to... (read more)
★★★★★
“Bought myself a Road Legal Dune Buggy and decided I...”
Written on: 21/05/2009 by robroy (3 reviews written)
Bought myself a Road Legal Dune Buggy and decided I needed some sort of roadside/recovery back-up. AA, RAC, Greenflag did not want to know. Contacted GEM Motoring Assist Breakdown Cover, no problem paid over the phone and in 10 minutes fully covered. Cover is for me as an individual no matter what vehicle I drive but a note is on my file about the buggy. I was so impressed I emailed the CEO and told him so. (read more)
See next 10 reviews
Showing 11 - 20 of 27 Reviews
☆☆☆☆☆
“Called out GEM Motoring Assist Breakdown Cover once in...”
Written on: 18/04/2009
Called out GEM Motoring Assist Breakdown Cover once in two years for a simple flat tyre change for my wife on her way home from work,the so called mechanic didn't know how to get the locking wheel nut off her Metro and in the process snapped the jack handle and scratched up the alloy wheel trying to get it off because he didn't have any TOOLS or a JACK,so he had to call another mechanic out who had tools.This simple job took over 2 hours and when i phoned to complain i had the phone put down... (read more)
★★★★★
“After being members of the AA for twelve years my wife...”
Written on: 25/11/2008 by dean5679 (1 review written)
After being members of the AA for twelve years my wife and I decided that their renewal prices were becoming a joke and added to that, the few times we actually needed them they were far from helpful!
After being with GEM for about a month my motorcycle chain snapped on the A38 on my way home from work in rush hour traffic. I rang their 24 hour helpline and after being on hold for approximately 30 seconds a very helpful operator answered and after finding my location I informed her that I...
(read more)
★★★★★
“I like the fact that I can choose my local garage or a...”
Written on: 05/09/2008 by j wilton
I like the fact that I can choose my local garage or a nearby one depending on the circustances of where I have broken down.
The family membership is a great asset as we have been able to inlude our two sons on the policy, who would not have been able to afford a recovery service from other providers.
Although you have to pay the bill directly and claim the cost back - refunds are sent quickly and without any fuss.
(read more)
★★★★★
“Because assistance is provided by the nearest...”
Written on: 01/07/2008
Because assistance is provided by the nearest available garage, there is rarely any long delay between the request for assistance and its arrival. This is, in my view, far superior to the service provided by those companies that only use their own fleet of breakdown/recovery vehicles. (read more)
★★★★★
“I came across GEM on the internet. I was surprised by...”
Written on: 15/02/2007 by claire180181 (1 review written)
I came across GEM on the internet. I was surprised by how competitive their breakdown cover is! I saved around £50 when I brought my cover through GEM. I had a few issues with my credit card when I paid for the cover and their staff called to inform me of the problems and they had it sorted within a few minutes. I would really recommend looking around when renewing your breakdown as there are some really good companies out there (like GEM!) (read more)
★★★★★
“On both occasions that I have had to use the service...”
Written on: 04/09/2005 by rykxx (1 review written)
On both occasions that I have had to use the service the response has been swift and helpful. The price structure for the services offered is so much cheaper when compared to the more established breakdown services that you could be fooled into thinking that you are buying a cut price deal with few options. This is not the case.
GEM has impressed me enough to take the time to write this review and commend it to all.
(read more)
★★★★★
“I came across GEM ("Guild of Experienced Motorists") a...”
Written on: 27/03/2005 by GuitarScotty (2 reviews written)
I came across GEM ("Guild of Experienced Motorists") a few years ago and have been very surprised that they are not promoted more. Their pricing is excellent (approximately £50 for personal cover, including full relay/home start & alternative transport etc), and on the one occasion I had a breakdown their service was excellent.
They have recently renamed the breakdown cover as motoringassist.com
(read more)
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Gem Motoring Assist's Response to Tunkashila's Review
Written on: 24/04/2013
GEM takes seriously any negative reviews it receives as we pride ourselves on our award winning service. I have replied in detail to this member on this complicated set of circumstances arising not from a vehicle breakdown but a road traffic accident in which he was involved.
The member chose not to use his GEM Breakdown Policy but elected to instruct our Accident Management partner to arrange recovery and repairs etc. He was recovered from a very busy section of the M25 on a Saturday afternoon. Unfortunately due to conditions it did take 1hr 30 mins to reach him.
It was regrettable that the member also contacted his motor insurer hence the confusion of them instructing Green Flag!
Since it was introduced in 1978 GEM Breakdown Cover has always used a network of independent recovery operators and we have never claimed to use “our own people”.
Compared to many of our national rivals GEM is a small organisation. However, we work very hard to provide a first class service for our members and always respond to their concerns and complaints.
These features have been recognised by our winner or runners up spot in each of the past five Auto Express Driver Power surveys and by our Recommended Provider status awarded by Which?
David Williams MBE FIRSO
Chief Executive