Incident Management Solutions Anmeldelser 

I’ve been on the phone 6 hours today being passed between the Post Office, an under writer and enterprise. Yes it took a little while to get through but the lady I spoke to got it all sorted for me in minutes. If only she’d been my first call

If I could give zero stars I would. They are an absolute Joke of a company. They are only available from 10-16 mon-fri. Get on the phone at 10am to be told you at at queue position 32, wait for 1 hour 28 mins to speak to someone who informs you that you need to be put through to another department. You then join the queue again at position 28 and wait another hour to speak to someone to then be told that they don’t have the answer for you and you will have to be patient. How companies like this are allowed to trade I will never understand. If you are involved in an accident and your insurance company informs you that IMS will deal with your claim, do yourself a favour and fix it yourself it will be quicker and your blood pressure will not reach a dangerous level

I wish I had read these reviews before I was put through to them via Lloyd Motor Insurance routed then Enterprise Car Rentals and eventually to Incident Management Solutions.
Allocated initially a repair shop who would not carryout the repair, found out myself when they didn't contact me.
Contacting IMS is a nightmare. Expect to spend an hour in a queue waiting for the call to be answered. Still waiting for them to allocate the repair. Absolutely no communication from them at all.

They clearly don't even care 🤣 no one responds to the trust pilots, its madness, Hastings going for cheap option using this company. All these 1 star ratings looool.

I got hit in my car back on November 3rd!! Although ims initially were not dealing with my claim they were informed of this back in December and I am waiting for money to be sent to me. Hour to get through for unhelpful staff. I just want my money from this company, Hastings were seeing the money and I have chased chased chased, no one has contacted me.

Let's see if ims will now send me the money without any fuss, looking at other people's reviews I think it won't be easy.

We suffered a no fault accident 6 weeks ago. The other drivers insurers admitted liability immediately. Our insurer, Hastings, employed IMS to arrange repairs. Four weeks later I complained to Hastings about IMS at couldn't get through to them and they hadn't attempted to contact me. Hastings upheld my complaint and compensated me, but my damaged car is still on my drive 6 weeks after the accident, as we speak! We've given up waiting and taken matters into our own hands. We've advised Hastings we are no longer prepared to go through IMS. They've had their chance. We've found a professional garage ourselves who are prepared to deal directly with Hastings.
If Hastings continue to use IMS, it's unlikely we'll be renewing with them, or anyone else who outsources to them! Beware!

Claim handling Rubbish still not settled for 3months later

Wait for over 50 mins in the que for then to hang up. This is not a one off. You have a 50 min wait pretty much every-time. They under valued my car, lied to me, didn’t reply to any of my emails. I would never use an insurer that deals with these people. This company is horrendous to deal with.

My car was side damage by a van while stationary... am with saga and been put through to IMS.. what a joke... 26 in tge cue hrs on the phone ... no answer.. I have my own garage of repair and sent emails in to get sorted and still no answer to either..

Disgusting service, not helpful, long wait times, and tiresome processes.

Currently dealing with IMS through our insurer Hastings who fob us off with “there is a back log, and don’t know when we can reach out to chosen garage”.

Avoid!!!!

Absolute joke.... hastings direct subcontract to these clowns.
I've spent hours on the phone for it to be mysteriously cut off before answering, I've sent countless emails to no response.
Hastings just put the line through to IMS when I try to talk to them about it.
They made an error in my payout to my finance company overpaying them £1450 and not giving it to me, my finance company refunded it to them and I've been fighting to get it sorted.
If you're looking at taking an insurance policy make sure that they don't work with these!!!

So, hastings direct subcontract to these clowns.
They literally don't pick up the phone. Hours on hold, then the 'whoops we cut you off' routine. We've emailed multiple times - no reply.
How exactly can you accept a car insurance claim, when you can't get through to them?
And when they quote same day payment, they actually mean 7-10 days - from the day you accept. Which you can't, as you can't get through or get a reply via email.
There's incompetent and there's dodgy and I'm happy with which side of that line this 'company' lies. I wouldn't be surprised if this company is actually a one person job with token phone lines and email.
If anyone you're looking at taking an insurance policy which is involved in any with these cowboys, walk away.

Lie after lie after lie. How can such incompetence be in one firm
9 weeks after been rear ended and the 3rd party accepting responsibility still no payment
Just excuse after excuse believe the reviews and check your insurance firm does not use these muppets , I will be cancelling my policy with the RAC after this experience

Sorry - this is a very long review!
I too have been forced to deal with this company after a no fault accident as I'm insured with Hastings
After battling for a week to get a courtesy car that I was entitled to under the conditions of my insurance policy, I then got to experience dealing with IMS.
3 weeks after the collision, I received an email from their total loss department advising that my car had been written off and a valuation offer.
I contacted them (and yes, you DO have to wait for at least 30 minutes to get through), to ask for an offer revaluation, which they agreed to. Next day, a phone call from them to say that I hadn't accepted the original offer - so I had to explain that it was under review. I was told that actually yes, that was the case, and it would take 2 days. 6 days later - no communication, so another 1/2 hour wait to try and find out what was going on. I was told that the revaluation hadn't been looked at, but would be put through as a priority - I would hear in 2 days. No communication. Yet another phone call today and again - it's been put through as a priority.
I have also received today an email from a different department at IMS to say that the courtesy car needs to go back on Friday, even though I still have not received the revaluation offer.
So back to Hastings to tell them the situation and demanding that this is looked into, as I have an elderly mother who I need to get to and so need to be mobile. To be fair, the person I spoke to at Hastings was very helpful and did admit that this was not acceptable
I have a new car ready to be delivered with a deposit paid, but can't complete the purchase until I receive the total loss payment
Being involved in my first accident in 34 years of driving was traumatic enough, and then having to go through all this stress has been a nightmare. This did not need to be this difficult!
I don't understand why insurance companies use IMS or want to be associated with them. Three "5 star" reviews as opposed to many more genuine customer negative Trustpilot reviews says it all
I just want to put this whole bad experience behind me now and hope that I never have to deal with this company again.
Unfortunately, I am still waiting for a resolution.

Avoid this company , been waiting 4 weeks only to get an answer where my car will be repaired. When you call them they only say “your garage didn’t answer to our call , you need to wait “ for how long ? They don’t know , they don’t care. Be careful guys avoid this company!!!

This company really are terrible - I cannot understand why reputable Insurance Companies sub-contract the work to them. In my case Halifax Car Insurance who are just as guilty by association. 3 months after a no fault rear end shunt and I am still waiting for my car to be repaired. They appear unable to find a reliable local repairer who has the time to replace my rear bumper, they are impossible to contact, only work 10 - 4 weekdays and together with Enterprise, Markerstudy and Minster Law have made a dogs dinner of a simple no fault claim.

Terrible service unresponsible passing…

Terrible service unresponsible passing the buck to cowboy services. THE IMS is mostly responsible
Back in 20/06 22, I was hit by a third party in the rear left side damaging the wheel of my car. After repair. Picked the car up noticing the wheel was a different colour. They said it was the light new wheel. Only to find days later, after being hit by a third party in the rear side damaging my wheel. they just sprayed over it. I did not notice at first. then I noticed it was a different colour from the rest of the wheels. They were putting it right by spraying all the wheels the same colour. So they took it back. Only to find when it was returned and rolled off the lorry, the wheel looked odd in its rotation.

I noted this on their feedback for, Ok the paintwork looked good at the time. Till I parked the car and saw the wheel at a different rotation. Gouges out of the rim and several counterweights on the inside. of the wheel. I e-mailed them straight back as they were too eager to close the case. NO reply I contacted my insurance and they have been contacting Enterprise which recommended it, No prevail. no, come back and I am still waiting for this bad work to be rectified.
Come on Do the job right for the cost of £3,600 it's ridiculous. A job worth doing is worth doing well. never to a bad job, I will only create more problems. Should have replaced the wheel as you said you had done. Not cover it up. Still going on now waiting for a reply and for the work to be put right!

I now have learnt that Liverpool victoria the 3rd parties insurer just do not respond. You cannot get a phone number as the one on the net says it's no longer in use and you have to go to the website. They take forever wasting money and time trying to contact them.

As Motor fix is now under new management and the working staff have all left the company who dealt with my car. So I am still fighting to get my wheels sorted out. This is just a nightmare.

I will change this if you put things right before the end of the month.

Date of experience: 02 November 2022

Now 11 weeks since my no fault accident. Sick of waiting. Insured through post office then get several firms involved.co parts, enterprise vans, IMS .Still waiting for my van repaired .

Have a claim through my policy with RAC being processed. Waiting to hear from IMS about assessing my vehicle for over 7 days. They are truly uncontactable (however they are meant to be the ones contacting me).

My insurance car rental also is waiting to hear from them before being able to offer me a curtesy car.

The worst customer service I have experienced bar none. They've been handling a 'no fault claim' on behalf of RAC Insurance regarding my vehicle since 9th Sept. (it's now 12th October). They initially undervalued the vehicle substantially while I was on holiday and emailed me details, which I immediately disputed in writing. I asked that the valuation not be sent to the third-party insurer until I returned, as I would prove that my vehicle could not be replaced for the figure that they gave. They went ahead anyway, and the day I returned I was informed the valuation had been processed. They are a nightmare to get hold of on the phone, so expect to be held in a queue for hours. I got them to up the valuation on my vehicle by 22% after one phone call but they wouldn't budge even after I sent links to similar vehicles for sale at higher prices. I was told that the only way to get this value increased would be to speak to the insurance underwriter, (Ageas - I believe - not RAC, and who I have never had direct dealings with), but that it may delay proceedings and I could lose my excess - which seems like a total fob off, if not an outright lie. Today I received a cheque that was about 70% of the 'agreed' value of my vehicle. I spent an age on hold again only to be told that the third-party insurer had not paid the difference in valuation (because IM Solutions went ahead sent the first valuation even though I rejected it outright), and the salvage value of my car had not been reclaimed yet from the salvage company, and that I could expect two more cheques within the next week or two - unless the third-party insurer disputed their share. I was never informed of any of these circumstances verbally or in writing when dealing with these charlatans. They have been so awful to deal with that I may even enquire of future insurers if they use this company to handle their claims. I'm not even sure who to complain to that might make a difference, as these claim management companies are now used by many insurers, what is one's insurer actually providing by way of a personal service these days? At no point in dealing with IM Solutions have I felt like anything more than a number at best, and at worst I feel like I've been 'had over' by somebody who was actually commissioned by my insurer to work on my behalf.