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Read about By Miles to see if their mileage-based car insurance might be suitable for you. Find out how By Miles features compare, how existing policyholders rate By Miles' customer service and why they won "Best Car Insurance Provider" and "Best Insurance App" at the Insurance Choice Awards 2019.
In This Review
- By Miles Car Insurance: Overall Review
- Customer Reviews and Ratings
- Phone numbers and policy documents
By Miles Car Insurance Overall Review
By Miles is a unique car insurance brand, which can be particularly suitable for those who don't drive a lot, or for those who like tracking their usage and costs with an app (e.g., like watching how much electricity you used today on your smart meter). By Miles charges you according to your actual mileage each month—technically, you'll pay a fixed, annual premium according to where you normally park, and a per mileage amount on top of this which is charged monthly.
While you do plug a miles tracker into the OBD-II socket of your car (in all cars made after 2002, and normally located under your car's dashboard), this is not a typical "black box" policy. Black box policies analyse your driving style (e.g., how aggressively you brake and accelerate) and may use this information to increase your premium, but the By Miles tracker only uses your mileage when determining your premium. They use this information to charge you for insurance.
While you don't need to install the app (or if you don't have a smartphone), doing so will let you see how many miles you've driven and, perhaps more interestingly, the cost of insurance for each trip. The app offers a few other features, such as the "find my car" function which is super useful if you've forgotten where you parked—or if your car is stolen.
By Miles policies are underwritten by a panel of insurers including AXA (one of the biggest UK car insurance companies) and Tradewise Insurance.
While By Miles comprehensive plans are relatively stripped back, missing a few "must have" features as recommended by the Money Advice Service. If these aren't important to you then By Miles might still be a great option for you.
This is a high-level summary for policies bought direct from By Miles through their website—remember, these are always subject to conditions and exclusions, which you can read about in the policy documents.
|How Good is By Miles Car Insurance?||A Good Policy Includes||Does By Miles Deliver?||By Miles Comprehensive Black Box Coverage|
|"Must Have" Features|
|Windscreen||Full repair or replacement||Some policies/if you buy the add on|
|Belongings||£200+||Up to £100|
|Keys||£300+||If you buy the add on|
|Protected NCD||2 times in 3 years (standard or optional extra)||If you buy the option, protected up to 1 fault claim within the period of one policy year.|
|Car recovery after accident||Included||Included|
|Courtesy car (repairs)||Minimum 14 days||If you use their repairer; for drivers over 21 years old|
|Repairs guaranteed||12-month guarantee||Not included|
|"Should Have" Features|
|New car replacement||Theft or damage at least 60% of list price; cars up to 12 months old||Not included|
|Stereo and satellite nav||Market value for manufactur fitted||Up to £250|
|Alternative transport & Hotel after accident||£250+||Not included|
|24-hour emergency helpline||Standard||Included|
|Courtesy car (total loss or theft)||Standard or add-on extra||Included, up to 7 days|
|Motor legal expenses||Standard or add-on extra||Included|
|Breakdown cover||Standard or add-on extra||If you buy the add on|
|"Could Have" Features|
|Same cover in EU||Standard or add-on extra||Up to 28 days if they agree and you pay an extra premium|
|Child car seat replacement after accident, theft, fire||Ideally replaced even if no visible damage||Not included|
|Larger/premium courtesy car||Standard or add-on extra||Not available|
|No fault NCD protection||Standard||Fault or Split Liability claims will affect your No Claims Discount|
|Uninsured driver NCD protection||Standard||Not convered|
|Cancellation fee||No more than £50||Range of fees from £0 to £100, in addition to cancellation fees from insurance provider|
By Miles Car Insurance Customer Service Reviews and Ratings
By Miles achieves excellent customer service scores from existing policyholders. We scoured online customer review sites to find out what customers are really saying, both positive and negative. Here's what we found:
|By Miles Ratings & Customer Reviews|
|Trustpilot customer service rating||4.8 out of 5|
|Smart Money People||4.94 out of 5|
|defaqto||4 out of 5|
By Miles Trustpilot
Over 1,000 existing customers have rated By Miles with an average of 4.8 out of 5 stars on Trustpilot—a very high rating for a car insurance company. In fact, a remarkable 89% of customers on Trustpilot gave By Miles a 5-star "excellent" review.
Here are some comments by real customers to give a flavour of the By Miles experience. First, some positive customer comments:
"The staff were very helpful by phone, the app works well to show detail of every journey the monthly billing is clear. And over the year I will save roughly 25% compared with my previous policies. This seems like a much fairer way to finance car insurance."
"Sensible, competitive alternative for low mileage driving."
"Truly excellent. And the cheapest insurance."
The negative comments are few and far between, and we didn't see any consistent issues. In fact, only 2% of customers have given negative reviews. Here are a few:
"£50 CANCELLATION FEE, £50 RETAINER FOR A DEVICE I HAVE YET TO RECEIVE, POLICY NOT EVEN DUE TO START TILL A WEEK LATER, NO COOLING OFF PERIOD, CUSTOMER SERVICE AREN'T HUMAN THEY'RE ROBOTS KEEP SAYING THE SAME THING OVER AND OVER AGAIN QUOTING T&C'S AVOID!"
"The bit you need to connect to your car basically flattens your battery."
We should mention that a car alarm constantly use up power, and the Miles Tracker will occasionally use your car's battery when the engine is off, too. Cars that aren't driven often are more prone to the battery losing charge. Especially if your battery is older, it's cold out and you don't drive much, you should try to run your engine at least once a month or keep the battery on a trickle charger to avoid any issues.
Another 1,200+ customers have rated By Miles with 4.94 stars out of 5 at Smart Money People.
Cancellation & Administration Fees
By Miles cancellation fees are typically £50, even during the 14-day cooling off period. While this fee is around average for a car insurance cancellation fee AFTER the first 14 days, it is on the high side for cancellations DURING the first 14 days. However, keep in mind that By Miles has costs involved in setting up tracker-based policies, since they need to send them out[symbol[:m-dash]if your car is "connected" and doesn't need a tracker, you still pay the same cancellation fees, however.
On the plus side, you're not likely to pay admin fees for amendments like changing your address since you get 3 free administrative charges per year. Of course, if the computers say your admin changes are a higher risk (e.g., depending on their experience in your new neighborhood or the driving history of an additional driver) your premium may rise due to an admin change.
|Admin fees (e.g., adding a named driver, change your address, etc.)||3 changes per year free of charge (however, your premium might change)|
Important By Miles Car Insurance Phone Numbers
By Miles customer service is available over the phone on weekdays only, from 9am - 6pm—but their webchat is open 9-6 weekdays and also 10-6 on weekends.
|By Miles Car Insurance Contact Numbers|
|Customer Services||0330 088 3838|
|Claims||0330 088 3838|
By Miles policy wording will explain the full terms, conditions and exclusions—we always recommend reading the policy documents before signing up.
Other Car Insurance Reviews
If you'd like to compare By Miles to other car insurance companies, see our other car insurance reviews below: